Anthropologie review: Service, support, technical account issues

I had an account with Anthropolgie and suddenlty could not log in. And then when I tried to create an account it said I already existed which I did. I used my cell phone to sign in which is an option they gave and it said it sent me a code but it never arrived... not iin spam not in any location. It went n and on so when I ordered I used guest. I even went into a store and was promised it would be fixd. I finally went on FB messenger... what a nightmare. Started in 2019 and still going on today... suddenly today I was able to open a new account... shocking and as a result have zero perks and this is a copy of the FB messenger interactions from 2019 to today 1018.23... I sent them copies of my email titles to show how long I have been doing this dance with them... 9/14/19, 10:49 AM

You sent

what is going on with your website? tried placing an order, doesn't recognize me no matter what I do. I called, they said site was down to try later... still down... help!

Anthropologie

Anthropologie

Hi Bernadette, thanks for your message. For immediate assistance, please call 800.309.2500. If this is not an urgent matter, please email [protected]@anthropologie.com.

9/14/19, 12:01 PM

Anthropologie

Anthropologie

At the moment we are currently experiencing an issue within our system. Please check back with us in a couple of hours for assistance. We apologize for any inconvenience.

9/14/19, 3:07 PM

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Pretty bad I have 11 items in my outbox

9/14/19, 5:48 PM

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your site is still down? what the heck?

9/14/19, 6:38 PM

Anthropologie

Anthropologie

The site should be back up. please let us know if you are still having any errors. If so, please respond with the specifics of the error.

9/15/19, 8:02 AM

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I have been on with chat all morning. This is so frustrating.

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here is the transcript: Anthropologie (9/15/2019, 7:09:51 AM): Hello Welcome to Anthro Chat Bot. How I can help you today? If I'm unable to assist, I’ll get you in touch with someone who can.

Anthropologie (9/15/2019, 7:09:53 AM): To best support you please reply with your email address.

Don't worry, we won't use your email to subscribe you to any marketing or promotional emails.

null (9/15/2019, 7:10:14 AM): [protected]@gmial.com

Anthropologie (9/15/2019, 7:10:17 AM): Thank you Please select the best option below.

Bot (9/15/2019, 7:10:18 AM): Menu Options:

Order Status

Returns

Price Adjustments

Shipping

null (9/15/2019, 7:11:03 AM): trying to sign into my account and it says I have an account but wont' let me. when I try to say forget password it says I do not have an account. then when I go to register it says I have an existing account which I knew I did.

Anthropologie (9/15/2019, 7:11:08 AM): I'm sorry, something doesn’t look quite right. At this time, we’re unable to offer a personalized response. Please select one of the options below:

Bot (9/15/2019, 7:11:09 AM): Menu Options:

Speak with a Customer Service representative

Main Menu

End Chat

null (9/15/2019, 7:11:15 AM): Speak with a Customer Service representative

Anthropologie (9/15/2019, 7:11:18 AM): Unfortunately, no one on our Customer Service team is available at this time. We'd be happy to have someone follow up with you by email, or you can speak with us at [protected].

Anthropologie (9/15/2019, 7:11:19 AM): If email is your preference, can we get some information?

Bot (9/15/2019, 7:11:21 AM): Menu Options:

Yes

No

null (9/15/2019, 7:11:32 AM): Yes

Anthropologie (9/15/2019, 7:11:34 AM): In order for us to contact you via email I need your email address. Please type it below.

null (9/15/2019, 7:11:47 AM): [protected]@gmail.com

Anthropologie (9/15/2019, 7:11:49 AM): Here's what I have:

[protected]@gmail.com

Is this correct?

Bot (9/15/2019, 7:11:50 AM): Menu Options:

Yes

No

null (9/15/2019, 7:11:55 AM): Yes

Anthropologie (9/15/2019, 7:11:58 AM): I don't have an order number for your inquiry. Do you want to provide one?

Bot (9/15/2019, 7:11:59 AM): Menu Options:

Yes

No

null (9/15/2019, 7:12:03 AM): No

Anthropologie (9/15/2019, 7:12:05 AM): Would you like to provide additional info or a summary of your question?

Bot (9/15/2019, 7:12:06 AM): Menu Options:

Yes

No

null (9/15/2019, 7:12:10 AM): Yes

Anthropologie (9/15/2019, 7:12:12 AM): Please type your question and/or any additional information below. Press enter and we will include it when we send to our customer service team.

null (9/15/2019, 7:14:22 AM): trying to order since yesterday online. Tried to sign into my account. you say I don't have one. So then I tried to "sign up" and it said you have an account already which I knew. Tried to reset password and you say I don't have an account. but I do. So I cannot place my order. your site was down all day yesterday. Is it still down? Tried to call in my order and you could not do it yesterday due to website issues. You told me to come back in a few hours... I did still down so now this is a new day and I still cannot buy, sign in etc. I want the free shipping for being an existing customer. help please!

Anthropologie (9/15/2019, 7:14:24 AM): Ok great! I've sent this to our Customer Service team to help. Keep an eye out on your inbox for a reply.

Anthropologie (9/15/2019, 7:14:26 AM): In the meantime, if you need further assistance, please select Main Menu below.

Bot (9/15/2019, 7:14:27 AM): Menu Options:

Main Menu

End Chat

null (9/15/2019, 7:14:34 AM): Main Menu

Anthropologie (9/15/2019, 7:14:37 AM): Hello Welcome to Anthro Chat Bot. How I can help you today? If I'm unable to assist, I’ll get you in touch with someone who can.

Anthropologie (9/15/2019, 7:14:39 AM): Thank you Please select the best option below.

Bot (9/15/2019, 7:14:40 AM): Menu Options:

Order Status

Returns

Price Adjustments

Shipping

null (9/15/2019, 7:14:55 AM): nothing applies for now

Anthropologie (9/15/2019, 7:15:02 AM): Just a moment while I transfer you to Customer Service. Select Yes to continue.

Bot (9/15/2019, 7:15:03 AM): Menu Options:

Yes

No

null (9/15/2019, 7:15:08 AM): Yes

Brianna R (9/15/2019, 7:15:10 AM): Hello! My name is Brianna - what can I help you with today?

null (9/15/2019, 7:15:24 AM): do you see my previous chat?

null (9/15/2019, 7:15:48 AM): trying to order since yesterday online. Tried to sign into my account. you say I don't have one. So then I tried to "sign up" and it said you have an account already which I knew. Tried to reset password and you say I don't have an account. but I do. So I cannot place my order. your site was down all day yesterday. Is it still down? Tried to call in my order and you could not do it yesterday due to website issues. You told me to come back in a few hours... I did still down so now this is a new day and I still cannot buy, sign in etc. I want the free shipping for being an existing customer. help please!

null (9/15/2019, 7:17:22 AM): here are my details. Bernadette McCool 39 Birmingham Plymouth MA 02360 (used to be at 235 Hanlon Road Holliston MA) my email is [protected]@gmail.com

null (9/15/2019, 7:17:46 AM): home phone [protected] cell is [protected]

null (9/15/2019, 7:17:53 AM): what else do you need to assist?

null (9/15/2019, 7:18:30 AM): I have 11 items in my shopping cart... please assist in getting it ordered and free ship because I am a long time returning customer

Brianna R (9/15/2019, 7:18:50 AM): Happy to look into it for you.

null (9/15/2019, 7:19:38 AM): Thank you!

Brianna R (9/15/2019, 7:20:22 AM): Is there another email address that your account may be under besides [protected]@gmail.com?

null (9/15/2019, 7:22:46 AM): I don't know how... been many years since I used hannah257 an old verizon account. but that is VERY old

null (9/15/2019, 7:23:21 AM): do you see me in Holliston? lived there 36 years before I moved here to Plymouth in January

null (9/15/2019, 7:23:41 AM): regardless if it recognizes me why doesn't it let me reset or update my account?

Brianna R (9/15/2019, 7:25:13 AM): This issue may stem from yesterday as we did have an issue with our system.

Brianna R (9/15/2019, 7:25:18 AM): One moment.

null (9/15/2019, 7:25:43 AM): ok thank you for helping as I would like to update my account AND get the stuff ordered

Brianna R (9/15/2019, 7:26:09 AM): I have double checked, it appears we do not have the email address you provided in our system.

null (9/15/2019, 7:26:29 AM): which one? the chacha or the hannah257?

null (9/15/2019, 7:27:05 AM): I can tell you I have an account. last time I ordered a whole bunch of door knobs, like 20

null (9/15/2019, 7:27:57 AM): so if you don't have my email why does the system not let me sign up, sign in or retrieve an email after it says I have an account. which is it? I know I DID have an account. did you wipe it out yesterday?

null (9/15/2019, 7:28:21 AM): this is really terrible that you for 2 days now cannot do something as simple as restore my account.

null (9/15/2019, 7:29:11 AM): I cannot sign as new cause your site won't let me. It won't let my sign in or sign up... what is the solution here!?!

null (9/15/2019, 7:30:13 AM): AND the sale was only 24 hour exclusive so am I going to miss out on the discounted pricing too because of your technical errors? it was 40% off!

Brianna R (9/15/2019, 7:30:14 AM): [protected]@gmail.com

null (9/15/2019, 7:30:36 AM): Well then how do you explain all of this?

Brianna R (9/15/2019, 7:31:46 AM): You can't login because the system does not show an account with the email address [protected]@gmail.com.

null (9/15/2019, 7:32:53 AM): did you read what the problem is? It won't let me create a new one either! for goodness sake

null (9/15/2019, 7:33:42 AM): I did have an account... I have purchased this way before... it said it recognized me and said I already had an account. and yet it won't let me create one or change the password... do you have the ability to create my acount then?

null (9/15/2019, 7:33:58 AM): what is the solution here?

Brianna R (9/15/2019, 7:36:22 AM): Please create a password.

Brianna R (9/15/2019, 7:36:23 AM): https://www.anthropologie.com/help/anthro-loyalty-signup

null (9/15/2019, 7:36:41 AM): that is what I have been trying to do!

null (9/15/2019, 7:37:19 AM): this is the message I get when I just clicked on the link you sent me These credentials are associated with another account.

null (9/15/2019, 7:37:35 AM): because it is ME1

null (9/15/2019, 7:37:49 AM): can you please get a technical person invovled

Brianna R (9/15/2019, 7:37:49 AM): Ok thank you. One moment.

Brianna R (9/15/2019, 7:39:46 AM): Your inquiry has been sent to the appropriate department. You will be contacted via email shortly regarding your inquiry.

null (9/15/2019, 7:40:15 AM): this is exhausting..

9/15/19, 9:30 AM

Anthropologie

Anthropologie

Your issue has already been forwarded to the appropriate department and is being looked into. Once the issue has been resolved, you will be notified via email.

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Hi... I just checked out but did not do it through my account. so I had to pay the shipping. It just suddenly started to work again to even do that... but still have the problem with reviving my existing account status or even creating a new one. thank you for responding.

Anthropologie

Anthropologie

Ok, thanks for letting us know. Please reply with your order number. We'll be happy to waive your shipping fee.

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Order Number: AN01847755

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thank you.

9/15/19, 10:12 AM

Anthropologie

Anthropologie

Thanks for this information. We have submitted a refund for the cost of shipping. Please allow us 24-48 business hours to process it. We will email you once it has been completed.

10/2/19, 6:01 PM

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would love an answer on ORDER NUMBER: AN01847755 purchased a raspberry head band and received burnt orange... got a replacement and it is burnt orange... the picture of the head band is raspberry but what I have received twice now is burnt orange.. need to return both and I guess you do not know your colors... very disappointed. Emailed customer service.. no response. thanks for helping bernadette mccool

Anthropologie

Anthropologie

Hi Bernadette, thanks for your message. For immediate assistance, please call 800.309.2500. If this is not an urgent matter, please email [protected]@anthropologie.com.

10/3/19, 7:24 AM

Anthropologie

Anthropologie

We're sorry to hear that you have now received the incorrect color headband twice. We're more than happy to look into it for you. Would you like a replacement after the quality check on the remaining stock or a refund? We have emailed you a free return label for the items received to be mailed back within 30 days.

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I will return them both. thanks though. the picture on your site though is raspberry... do not understand how it can be burnt orange...

10/3/19, 9:18 AM

Anthropologie

Anthropologie

It may have been a mix up via the warehouse with the labels. A request for a refund has been sent. It should be processed within 24-48 business hours.

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That was the excuse the first time and I was assured they were going to check to make sure that the right one was sent so

Jun 8, 2023, 6:21 AM

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ONGOING PROBLEM.. AS YOU CAN SEE I STARTED ASKING ABOUT THIS SAME ISSUE IN 2019. I opened a case with you AGAIN. Your site is so broken. Whomever designs it should be fired. I am a CUSTOMER... you don't recognize any of my sign on attempts... and now when I ask for a "code" to be sent to my cell phone, which you confirm has been sent, no code arrives. I have reported this NUMEROUS TIMES. I worked with online AND went into the store... and it is broken yet again... when it has worked, it ONLY has worked with my cell phone... still waiting now 2nd day for tech to get back to me. I am NOT falling for the cookies thing as that has nothing to do with my cell phone receiving what you don't send. I have cleared cookies and it is an inconvenience to all the other sites I use that NEVER GIVE ME THIS HEADACHE!

Anthropologie

Anthropologie

Hi Bernadette, thanks for your message. For immediate assistance, please reach out via chat, 24/7! If this is not an urgent matter, please contact us here: https://bit.ly/2H2whGm or detail your inquiry here. Be sure to include your name, order number, and email address for a faster response!

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I have asked your tech team to just set up my account. Bernadette McCool [protected]@gmail.com 39 Birmingham Plymouth MA 02360 cell is [protected].. you are missing out on sales because of this. And from your FAQ page, I am apparently not alone. You charge so much for your products... please pull it together.

Jun 19, 2023, 7:20 AM

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I have received no help for sign in issues after NUMEROUS EMAILS. I just tried again... you don't send codes to my cell, you don't let me sign in with email and/or cell. I can only check out as a guest. You don't answer... I have been into the store assured it was fixed and yet it is NOT.. your service is abysmal... fix your stupid website... I have done clearing of cookies and cache and all kinds of machinations too... really really really bad.

Anthropologie

Anthropologie

Hi Bernadette, thanks for your message. For immediate assistance, please reach out via chat, 24/7! If this is not an urgent matter, please contact us here: https://bit.ly/2H2whGm or detail your inquiry here. Be sure to include your name, order number, and email address for a faster response!

Jun 19, 2023, 8:25 AM

Anthropologie

Anthropologie

Hi! Please PM us your email address, we would be happy to assist! Thank you.

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[protected]@gmail.com

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Bernadette McCool

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[protected] cel

Anthropologie

Anthropologie

We have escalated a request to our support team for further review. Please allow 48-72 business hours to receive an email. Thank you.

8:39 AM

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You did it to me AGAIN! WON'T LET ME SIGN IN WITH MY EMAIL ADDRESS... AGAIN AND AGAIN AND AGAIN... TRIED CELL AND IT NEVER SENDS ME THE CODE... I HAVE COMPLAINED NOW FOR 2 YEARS! YOU TOLD ME LAST TIME YOU ESCALATED THIS AND I HAVE HEARD NOTHING... BERNADETTE McCOOL [protected]@GMAIL.com [protected] HEREIS MY LATEST ORDER NUMBER AND I DON'T KNOW WHY I BOTHER Order Details AP26750743

Anthropologie

Anthropologie

Hi Bernadette, thanks for your message. For immediate assistance, please reach out via chat, 24/7! If this is not an urgent matter, please contact us here: https://bit.ly/2H2whGm or detail your inquiry here. Be sure to include your name, order number, and email address for a faster response!

Anthropologie

Anthropologie

Hello! We apologize for the inconvenience caused. Unfortunately, we are unable to locate an active account under the email address [protected]@gmail.com. Past purchases affiliated with this email address were submitted as guest purchases.

9:37 AM

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That is such bs. I have been in your store and discuss this problem. I've been on with tech support many many times. Look at the chat on this chat and see how you told me you reporting it. The reason they're guest purchases is because I can never get into my account. Why don't you check up on things properly? I can't believe how bad the service is here and I don't know why I keep coming back to buy stuff

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For a problem that's been going on for years, that is the most horrible answer you could reply to. I told you it had been going on for a long time. It was really a stupid answer

Anthropologie

Anthropologie

The reason you are not receiving a code to sign into your account is because you do not have an online account. Please refer to our website https://www.anthropologie.com/ to create one. Thank you.

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When I try to sign on to create a new account it tells me I have an account. Read the notes. Why would I be going through this all these years? If I didn't have an account you supposedly fix this for me and it's not fixed

Anthropologie

Anthropologie

Please provide a screenshot of the error message you are receiving.

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OK CREATED A NEW ACCOUNT... ODDLY ENOUGH... BUT NOW MY PERKS ARE SET TO ZERO AFTER YEARS OF WORKING WITH YOU ONLINE AND IN THE STORE...

Anthropologie

Anthropologie

Unfortunately, this will be the case since a previous account was not located under the provided email address. Past purchases cannot be manually added to an account.

You sent... and that is not true... I had an account that worked for years... I even gave Anthropologie my former address.. email exchange from JUNE: Technical website issue AGAIN

Inbox

Bernie McCool

Wed, Jun 7, 6:30 AM

to Anthropologie

You have a problem... which I have tried to correct with you here and in the store.

I have an account... you don't let me access it... when I try to change passwords it says there is a problem. then when I try to sign on with my saved password it says problem.

you said you fixed it but here we are again!

AND don't do the "cookies" thing... I have cleared them so many times for YOU which is an inconvenience when I do a lot of online shopping and need my data that I choose to remain.

Bernadette McCool

39 Birmingham, Plymouth, MA 02360

[protected]

Anthropologie Support [protected]@anthropologie.com via ste2sg8ka0w4.36-jys1eag. na110. bnc. salesforce.com

Thu, Jun 8, 4:41 AM

to me

Hello Bernadette,

Thank you for reaching out to us! I hope this email finds you well. I have submitted a request to our team. He will check and send out an email within 2 hours with a link to reset your password. For further queries please feel free to reach us back we will be more than happy to assist you further. Have a nice day and stay safe.

Sincerely,

Priyanka

Anthropologie — — ref:_00D36JYs1._5003gRNwEf:ref

Bernie McCool

Mon, Jun 19, 7:14 AM

to Anthropologie

I have not received anything yet. YOUR SERVICE SUCKS... IT HAPPENED AGAIN... WON'T LET ME SIGN IN WITH KNOWN PASSWORD... DOESN'T SEND CODE TO MY CELL... FIX IT FOR GOD'S SAKE

image. png

ste2sg8ka0w4.36-jys1eag. na110. bnc. salesforce.com

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here you go...

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You sent

so don't tell me I didn't have an account...

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you have a nerve

Anthropologie

Anthropologie

Thanks for responding. We're sorry for the trouble. Your previous account, created in 2019, was not active. Orders placed using your email address were being placed as guest orders. Therefore, they weren't associated with the account history. No benefits or accrued points have been lost in this case. We understand that it is frustrating, and we apologize for the inconvenience. Moving forward, you can sign in to your account and place orders normally.

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Of course they were as a guest account because I had an account that I couldn't sign in. If I send you every single one of the freaking supporting meals you will see I was in the store trying to sort it out. I could sign in under my phone sometimes and now I can't. I'm going to copy this text chat session and send it to your manager. This is horrendous service

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Every single time I place a guest daughter was after I talked to your customer service department to fix my account

Sent 3h ago

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