Hollister
Reviews and Complaints

I just wanted to say that I worked at Hollister, and the reason the smallest is on top is because we have to standardize all the clothing in order from the smallest to the biggest. But I do agree with you on the whole image thing and whatnot, you definitely have some valid points! I love their jeans, and I think everyone should be able to wear them.

Are you on drugs? Why on earth do you think they should refund you THEIR tax money when your original funds did not go to them?
"Yes, I know I bought this dvd at Target... yes I know this Hollywood Video, just give me a return".
Same concept, darlin'.

At Hollister we are trained on how to humor customers. If you have a problem or a complaint we give you the company's email address and then you never hear from us again.

Totally agree about comments re Hollister. Bought a coat for £150 and after 2 months wear the zip broke-got stuck and wouldn't move. Took the coat to the Westfield store - by that time I did not have a receipt cos I too thought for that price it would be a quality item. Thought I showed them a credit card receipt with what I paid on they would only give me £24.99, which was the value of the coat at the time. The coat was probably worth £24.99 in the first place!

Are you kidding me? How are they to know you didn't just go grab something off their shelf and are trying to get away with a freebie?
Not only are you trying to exchange something without tags but without a reciept. Are you mad? Yeesh.

I work at Hollister... I know for a fact that we allow customers to put clothing items on the counter lol... did they give you a reason...

Yeah, this makes no sense. The way you have wordered things sounds like they want you to hold things and hand each item over to be scanned. Which is obviously not the case and thus something missing.
They probably meant they didn't want you to plunk down the things you didn't want anymore so they wouldn't get mixed up with things you did want. They also can't hold things at from so that's also why you couldn't have you leave those items there while you put the other things away yourself. You probably should have just clarified and just simply said "I changed my mind on these items" and hand them over to the sales clerk. I've never had issues in doing such. They have a sorting bin behind the counter for such incidences.

And the music-- YESSSSS, this is what makes people get so nervous and impolite because your heart starts beating at a hundred miles an hour and then you don't want to buy ANYTHING but just get out of there to some peace!

I know how you feel. That happened to me at Abercrombie at Fitch. They had a nice shirt with snap buttons on a mannikin and I wanted that as I was breast feeding my daughter at the time. I asked two people to help me find the shirt, but they said they were from a long time ago. SO I took the shirt off the manikin to buy it and they treated me as if I did something so horrible for wanting to shop there. That is not salesmanship.

As a Hollister employee (and previously a customer) I have seen both sides of this battle. After being part of the company, I came to realize the tedious amounts of time spent making our store look the way it is. One shift of mine (6 hours) I undressed mannequins, got the printouts of the mannequins and then proceeded to pull all of the merchandise that needed to be put on each mannequin according to the placement guide. Every store has the same mannequins so the same clothing is pulled. After pulling and placing the clothing for that mannequin everything is placed on a hanger with that mannequins prep paper. After all of the clothing is pulled for countless mannequins, all of the tags are removed and "Not For Sale. Owned By Brand Senses" tags are placed on all mannequin and face-out clothing. (Face-outs are the first items on the T-stands in the store.) The clothing on the mannequins is often stretched, clipped, pinned, and sometimes ripped in the process to fit over a mannequin form and to make them fit correctly. While a customer may want an associate to "undo" a mannequin the time invested would not be justifiable for a single item which most likely was just sold out of and hit as a "can't find" by the stock room associates responsible for pulling and placing all the merchandise that needs to be replaced on the floor, as well as receive inventory, handle damages, ensure a low shrink rate, and maintain company standards for the store.

Item: Pelican Point $49.50
My daughter found a dress for a school dance. They did not have her size on the rack so we asked if we could buy the one on display. The salesperson said NO... we don't sell anything on display. Are you kidding me... What kind of customer service is this. If I want to buy it I now have to spend 49.50 for the dress plus 8.00 - 10.00 for shipping.
My daughter is disappointed - HOW DARE YOU TEASE CUSTOMERS...

I can understand your frustration, it's one of the reasons why I like A&F as they label the things they use as displays as "Not For Sale, Merchandesing Dept". As Hollister is owned buy A&F I don't know why they don't do the same.
While it is a pain in the rear they do need to keep their displays and they are not allowed to sell the displays (except to staff at the end of that floorset) and not only can the store itself be in trouble with corp. but the person who solf it can get fired.
What the staff should have offered was to check the back or call another store for you.

Hollister is trash and they do discriminate. I got hired because I'm pretty and small and that's how all the girls look there. You're not missing out. they give ### hours anyway.

If you are a size 5 than weight is not why you weren't hired.
If you aren't a size 5 than that is probably why you weren't hired. I applied to work there and although the staff wants me to work there (quite a few of them are my friends), I fit in their clothes, and I have the beachy look I probably won't get the job because I fit their larger sizes (I'm a size 8 everywhere but there where I am a size 11 and I wear the Large shirts as their more comfy, not skin tight) and thus I'm "too big" to work there..
Also take into consideration a lot of places fear hiring anyone that has experience figuring they can find some "fresh meat" and pay min. wage while the person with experience would expect to be paid accordingly.

I work at Hollister... people complain daily about the noise, lighting, smell, and sizes as if there is something i can do about it... keep in mind that models (people working the floor) will be ignored if they bring up an issue like that to their manager or supervisors... corp controlls that not individual store managers... sorry : ) if you don't like Hollister don't shop there i guess... i do however need some source of income

lol yea not alot of ppl like that store i do but its kinda overdone

Lol that store is full of [censored] bags. I went in there once just to look at it (I don't wear hollister) and they looked at me like I didn't belong in their store. I'm a very nice dresser but just not in their own style.

They have it very very dark, weird rooms and always have this strong cologne/perfume smell. I left after about 30 seconds in after the looks I got and the smell/lack of light.

you can return things with no receipt, people at hollister and abercrombies are very mean, i know i work there. and its horrible. i have seen many things and customer service, hotline, one number, DM, Regionals dont care about customers, they say they do, but they actually dont. i love the company and my job but simply try to avoid other associates that i dont know. there are many A&F so its cool

You need to look at this from the store's POV. You could have just grabbed a shirt/dress/whatever on your way up to the cash wrap and asked for an exchange. You would get a free shirt/whatever and they would be out of luck.
I never understand why people think they can get exchanges/store credit/refunds on things without a recipt. The store has no idea how you came about the item so it would be really silly of them to just start handing things out without PoP.
Yes, I completely understand from a customer's POV this can be a hassle, things get lost, but that isn't the store's fault. I've been in the predicement and just realized that I was stuck because I was a dink and didn't keep the recipt.

I agree-- the young people at the Hollister store I went to had NO manners, no desire to sell, or idea how to sell, except for one young man. The young female managers, and the very young saleslady I was asking to help me, were very unhelpful and uncaring. Manners training is needed! I am thirty years old, so it is not my store (I was buying for a young cousin), but I know mothers also buy for their teenagers, so the sellers need to learn manners! And turn down the pulsating, nervous music!

Recently I visited store # 234 in Olympia, WA. I was less than impressed with the customer service. As I made my through the store I was finally greeted in the clearance section. I asked the two associates about a particular shirt and was never given an answer. I must have interrupted their Starbucks Coffee break. I then walked over to the men’s section where I was forgotten about completely. DID I MENTION I WAS THE ONLY CUSTOMER IN THE STORE? Being a former retail manager I was appalled.

HOLLISTER CO. let someone else use my credit card did not id them and only want to give store credit and i am stuck with the bill tried to call the store and explain this problem they tell me to contact customer service .there is no customer service it says email so i email them and its we are sorry we can only give store credit i dont like there clothes i am 54 yrs old not 19 now im stuck with a bill and they keep my money this is without a doubt the worst store i have ever dealt with.

See, there in lies the catch 22. You are cross because they didn't ask for ID (if it was debit they don't have to and even if they ran it as credit by law they do not have to see ID, it's just a courtesy that they do) but then there are the other customers who ### and moan when they are asked for ID. It's nearly impossiible to please everyone.
I think the company is looking at it from the prospective that they don't know if you are lying and just want free stuff or maybe let someone else use your card and are now regretting it. There are so many scammers nowadays it's difficult to trust what the supposed customer says.

I too, am very upset with Hollister. I purchased a winter coat for my granddaughter and after wearing it for 3 weeks, the zipper broke. I took it back to the store and they couldn't help me because they did not have the exact coat in the store to make an exchange. They advised me to contact Hollister in which I did. They told me to mail the coat back to them, and they would either repair the zipper or send me a store credit. That was 2 months ago. Since then, I have repeatedly called and emailed home office, to no avail. Hollister customer service will do nothing and I have never heard from home office. They have my coat, and I have nothing. I called again today, after being told that my store credit would arrive by today-didn't, of coarse, and the rude representative hung up on me. I called back and advised SIERRA to review the recorded phone conversation, as the rep I spoke with refused to give me her name and then hung up on me. I am filing a complaint with the BBB and the Attorney General's office. A minor store problem should not have to be escalated to this degree. I am done shopping at Hollister and let this be a warning to other customers-that when there is a problem with merchandise, Hollister will not stand behind their product or help the customer!

I spend 850.00 in merchandise I try to return the things 2 weeks later they say no I call custumer service and they say they trained their managers to make their on desicions I say if thats the case then there is no need for customer servise .this happend in mayfair mall in wisconsin . they say it was to much cash. they not even offer a gift card. and everthing was new with the tags on . they force me to keep something I don't want. date. 3/18/2010. hollister should honored the return policy .I received the e mail by customer cervise on 3/18/10

It is clearly noted on the back of the receipt that we do not do exchanges for any merchandise that has been washed or worn. While this was clearly a quality issue, it was at the discretion of the manager whether or not to perform the return. As a company we are not allowed to give out our district manager's telephone numbers but we can give out their extension. We are also encouraged to give out our names to anyone who asks. So while the manager did not follow these policies he was correct in his decision to not return the jeans.

I totally agree, I had placed and order online an had ordered the wrong sizes for my two daughters, so instead of sending it back for and exchange I had decided to take the item to Hollister at Four seasons mall in Greensboro NC. I was getting the exact same thing just smaller sizes, The young lady checking me out had to call a manager because it was saying that I owed money. The manager came and probably the same one the other lady was referring to, she was about 20, and very rude. I had asked what her name was and it was Tara, well I'm here to tell you that Tara with her short booty shorts and rude attitude needed to be working somewhere that does not deal with the public, because she will hurt there business. I am a 47 year old professional and I cant remember a time when I have be spoken to in that manner, After Tara finished the transaction and being so rude to me, the sales associate checking me out apologized to me. I have two teenagers and I spend alot of money in Hollister, but I have spent my last dollar in that store.

hey I sent this to Hollister CO 3 weeks ago and no comment back>>>>>>>

Hi my name is Jeremy, and I would like to say a few things. First thing: I was shopping at your Waterbury CT store and when I was finished and got home, the security device was still on my clothing. When I went back to the store the same day the girl at the desk said to me, “I forgot to take it off and I was about to go after you when you left, but I figured you would have to come back.” I was like, “are you kidding me?”  So that was screwed up. This was on [protected].
 
Then today [protected] I went to the Milford / Post Road CT store and was disappointed again. The selection is fine. That’s not the problem. I saw a rack with a sign 40% off. On the rack were plaid shirts and two kinds of hoodies. I saw the blue, brown button, hoodie that I liked very much. I tried it on and loved it. When I went to purchase 5 items, one had a hole in the leg of the sweats and that blue, buttoned, hoodie was not 40% off. I showed the girl at the desk the rack and she said, “I think 40% off is only for the plaid shirts?”  I said “that’s pretty misleading if you ask me, why are they on the same rack if they are not 40% off?”  So the girl told the manager and she said, “yeah, only the plaid shirts.”  Then she went back to texting on her phone. I thought “thanks but no thanks.”  I went from wanting to purchase 5 items and left with 2. I was not happy.
 
I shop at Hollister a lot. I love the cloths. I shop on line mostly because there is a better selection then the stores. I just believe that these simple common sense things should be fixed.
I will not be going back to the Waterbury CT store any time soon. They left really bad taste.  

Agree, agree, agree - I have spent the last dollar that I ever will at a Hollister Co store wtih mediocre goods and terrible customer service. Same experience - the supervisor was worse than the already terrible cashier!

While I understand why you are upset there's a few things that bother me about your story. The first is the fact that you use your children as a crutch. They really had nothing to do with the story and if you were so tired our from shopping with them maybe you should not have gone into the store at all. Secondly, asking an associate to open up another register is incredibly rude. Yes, the manager could have handled the situation better, but waiting in line never killed anybody either. It amazes me to no end how impatient people can be nowadays. For all you know the associates she were talking to could have been off work or more than likely were working and had a different task they needed to perform besides ringing on register. Next you cite your retail experience as a reason for why you know you are right and said manager was wrong, but every story is run differently. Lastly you continuously mention the girls age as an issue as well. While experience does matter, this is not a fair judgment. Ageism does exist and can be just as hurtful as racism or any other stereotype. Just because this one manager was young and did not handle the situation well does not mean every twenty something is unfit to be a manager at a store. Conversely, just because you are 40 doesn't mean your opinion is the end-all-be-all in this situation. Lastly, you can smell the store before you enter it so if that bothers you then don't go in. You always have the option of shopping online.

I tried to purchase a shirt at hollister the day after christmas and the line was really long, when I got within 2 people of being at the register the cashier said this line is for credit or debit only so my friend and I figured out a way to pay for the shirts so we would not have to start all over again and the shirt rang up more than what the sign said and I told her and there was a guy helping her bag the merchandise and he said that is for the solid colors only and I said the sign is over the striped ones and it was one of the magnetic sins so it was stuck in place and so I told him I wanted to speak to a manager and here came this little ninth grader who was the manager his name was Ryan, and I told him the problem and he said well that is the way we do it sweetheart. I said that is not right that is false advertisement and he just walked away and I told him I wanted to speak to his supervisor and he told me he was the store manager and then I told him that I wanted a number that I could call and after a few times telling him he finally gave me a card with only hollister.com on it this is no way for a company to do business, there is no one you can speak to directly. I guess this is the way companies like this want it. As long as they are making the money they don't want to here from the people who are busting their ### to give the money to their kids so they are not made fun of and can buy this overpriced hollister ###. I may only be 1 customer but I will never shop for that ### again.

I'm 13 and a boy and I'm really skinny weighing only about 90 pounds and I love hollister but I only wear tee shirts and jackets I'm only like a 25 in the waist and about 5'2 and if you made your jeans just a little smaller I would buy you guys out of stock! So PLEASE GET SMALLER SIZES I WILL LITERLY BUY ABOUT 400 dollars worth of stuff from your company every week!

I had a very unsatisfactory experience at a local Hollister retail store. I tried to take it up with the manager, and the only reply I got was that he would talk about my dissatisfaction at their next store meeting, not even an apology for the way I'd been mis-treated. I tried to get a phone number, and finally found a "customer service" number online (not an easy task!) I was advised they do not address concerns by phone at all. This is NOT customer service!

Worst customer service by FAR!
i ordered clothes from hollister online, alos paid extra shipping cost for the clothes to arrive on time for a certain planned day for my bf. the clothes did not arrive on time, i contacted fed ex, and they had told me hollister had sent them an empty box, therefore they could not deliver it. then i contact hollister and they knew nothing about the incedent at all! suddenly without notice they refunded the money back to me without any explanation like nothing happened and dont even contact me to redo the order or apologize or anything, i didnt even ask for refeund!... wut the heck is that? then after several times of emailing them they sent me an apology and said "we'll give you free shipping on your next order" phhshtt yeah right?! like that is supposed to fix everything?!? ruined the whole planned gift. ABSOLUTELY HORRIBLEEE CUSTOMER SERVICE< even the people on the phones are useless cause al they ask you to do is email them. why the heck do you have a phone then!?
worst customer service award goes to..

Hollister Customer Service - no help at all.
After telling the customer service rep that I wanted to speak to a manager, I was hung up on.
When I called back, I was informed that managers will not speak to customers..? Who are these people. Are they busy saving lives?
What pissed me off was that Hollister Clothing Company, ( keywords Hollister Clothing, Hollister Jeans, Hollister Co. ) shipped us the wrong order and expected us to pay to return their mistake without an apology or even a hint of apology for the mistake.
Note to shareholders - sell !

I am disappointed with the service provided by the Hollister store at Westfield Mall, Uk. I purchased a Hollister hoodie on the 4th September for my daughters birthday, which was on the 5th September. All she wanted was a Hollister hoodie which she wanted to wear on her birthday. On the 5th September she went to try on her hoodie only to find that the electronic tag was not removed from the garment. She was guttered, cried and said it was her worst birthday. To following day my husband call the store pointing out that we live a distance away from the store and we had a problem that needed to be resolved. The attendant told him to go any store with the receipt to remove the tag. However this resulted in further embarassment as we where seen by other store as having stolen the item dispite providing the receipt. To date i had been unable to take the article back to the store.

I am sad and disappointed that my daughters birthday was effectively ruined by the actions of Hollister. I will be taking this item back to Hollister, which then leaves me incurring further cost. As Hollister is a popular brand amongst young people i do believe that greater caution needs to be taken by attendants when cashing items. I also noted that the cashiers at the store were chatting amongst themselves displaying little concentration on the work at hand. I would be greatful if you could acknowledge my complaint and provide me with a response.

Yours sincerely

Pamela Naidoo
Mother of Ariyana Reddy

Great company, cute clothes. Too bad only skinny people can fit in them. They don't even have larger sizes online. Im not fat, but I do have curves so I can't fit in Hollister tops. They should have larger sizes available:]

Has finally got a refund from Hollister after 4 weeks but warns anybody not to use their cards at that shop as they have dodgy machines and when things go wrong they don't have any customer service in this country and they ignore any communication !

Healthy Image? Since when is being anorexic healthy This store Makes young girls think that being 96 pounds is cool. Its not! Learn how to make sizes to fit people who are a little heavier big deal if your worried about your image get a different career and stop dressing like [censored]s to work

You're 13 and 5'2"... you'll grow out of those in a few months.

And $400 every week? Uh huh.

Wow never had problems only because i never ordered online!

HOLLISTER IS HORRIBLE!
First incident: Ordered a couple items, never recieved so I had to call and finally when they answered they said oh wierd your items have been sent back to the warehouse, we will refund you. I asked if I could recieve them again sent back to me. no luck they said they were sold out. so I simply asked if they could resend the same items, no luck again... for some reason they couldnt.
second incident:
Ordered a couple items, said to myself gee i hope they send me my things... no luck. Today i received (instead of a jacket and pants) two muscle tees saying "boob: busting out of bathing suits" and "take it off" meant for Julio of arizona...
So I call, and again out of luck everything is sold out..., .
GIVE ME SOME GOD DAMN CUSTOMER SERVICE
IT'S NOT THAT HARD...
DAMN

I had the same unfavorable experience with Hollister Co. I placed an order online with the offer of getting a $50 giftcard with your purchase of $150 and over. My order was $188.65. When I sent my order, I immediately got a pop-up stating that information regarding my giftcard will be emailed to me shortly. I received my order on 12/24/09. I called on 12/28/09 to inquire about my giftcard. I spoke to Cory who informed me that I should be receiving something by email in a few days. I told him that it had been about two weeks since my online order. He said that something must've happened, but I should be receiving an email in a few days. So I called again on 1/02/10 and spoke to Lester. He informed me that the giftcard has to come from the home office and that he is sending them the information now, and that it will take approximately 3-5 business days to process it. It is now 7 days since my last call, so I called today 1/12/10. I first spoke to Cory who placed me on hold for about 10 min and then the line hung up. I called again and was on hold for 18 min, til I hung up because no one picked up the line. I called again and finally spoke to Taidje. He informed me that Cory sent my information to the e-giftcard team, but that Lester had sent it to the wrong office. Taidje said he flagged my information for the e-giftcard team and that it would take about 2-3 days for them to process it. I inquired about a supervisor and was told that supervisors do not answer phone calls, but I could email them at Hollisterco@Hollisterco.com. I inquired about the where the Customer Service office is and he said it's in Ohio. I also inquired about mailing a customer complaint. He said complaints are mailed to P.O. Box 1695, Santa Monica, Ca 90406.
So in about 3 days, I will be calling Hollister back again to inquire about my giftcard. What's sad is that I was going to give my son the giftcard as part of his Christmas present. But now all I can do is wait and keep hoping that they send me something aside from the sales and promotions email they send atleast 3x/week.
There has to be some Consumer Complaint area in Ohio or anywhere this company is based. I think they're reputation should be put out there in order for consumers to be aware of their services. They're stealing from their consumers!

Hollister sucks. I have been waiting for more than 30 days for items I bought online for my daughter's birthday. Imagine her surprise if something from Hollister was the only gift I sent her -- that would have been a huge disappoint. Luckily I sent things myself which arrived in time. I have 7 kids & 3 grandkids & believe me when I say this - I will NEVER shop Hollister Co. again! Someone there should figure out what the definition of customer service is . . .

What did you use to purchase this with? They usually won't give you money back if you use credit or debit unless you have the card used.

true. im nice with customers when they are nice with me, if they are mean... you dont want to know me, and most of my coworkers are the same.

I work at Hollister and we don't have certain sizes for girls (such as an extra large) but yes corporate wants it that way. Their clothing is based on a certain body type and fashion style for both men and women and they reserve the right to sell whatever size clothing they want to. I don't agree with the sizing but they can do what they want. As for the jean wall, if you actually pay attention there are signs on each collum saying what wash and style they are )such as Laguna Skinny-Dark Wash) and the jeans that are on sale with have a sign in that location that say their sales price. The clearance jeans have a sticker on the price tag that says $39.90. If you picked up a pair of jeans off the wall and they were higher than the price you thought, it's because a little 13 year old brat came in and threw clothes where-ever she saw necessary. The models at Hollister put up with a lot of s*** from spoiled little brats who come in expecting to spend mommy and daddy's money but make a mess of the store instead. If you got attitude from a model, it's probably because you gave him/her attitude first. Customers think just because they're the customers that they can act however they please in a store (including yelling and giving attitude to employees for things they can't control, like sizing). However, don't give your attitude if you can't take it. The people who work at Hollister are trying to make a living, too.

there's no way the sign said 39.95 as all clearance is marked with a .90 ending. perhaps you aren't really paying attention?

Hollister is the absolute worse store I have ever shopped, the put two entire walls of jeans up, thery have a sign the reads exactly as the tag, even the was price and 39.95 everywhere, but when you go check out the price is higher, what they do is put a couple items on sale & everything else is not on sale & they say "thats how corporate wants it, when they know it is a rip off, I don't care how much my 16 yr old may like there clothes I will never shop there again, the try to deceive the customer & they hire these young kids in there that have bo I deal how to run a business or take care of customer, I am over it, there day will come!