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Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 704 total complaints in the last 3 years.
    • 344 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My package was stolen and ****************************** will not refund, replace, or file a claim with the shipping company. They offered no recourse but to have me pay again for the same package to be shipped.

      Business Response

      Date: 07/08/2025

      Hi ******,

      Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.

      Weve reviewed your concern regarding Order #***********, which was marked as delivered on Thursday, July 3rd. We understand how frustrating it can be when a package is marked as delivered but not received.

      As a one-time courtesy, weve processed a reshipment of your order. Youll receive a Shipping Confirmation email shortly, which will include tracking information so you can monitor the delivery.

      Please note that we are unfortunately unable to offer additional replacements for future delivery issues. To help ensure successful delivery going forward, we recommend using our Store Pickup or Pickup Point options at checkout.

      If there is anything else we can assist you with, please dont hesitate to reach out to us at ***************************************************************************.


      Lauren
      Customer Care
      ********************** & ********************

      Customer Answer

      Date: 07/08/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ****** *******

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a vip customer at ********************** for almost a decade. Normally they issue me refunds as soon as I drop off a return at the post office. However, I placed an order, ***********, on 6/27/25 and it was shipped through ****** shipping, who I have already reported. ****** has been delivering packages to me for years, but they refused to deliver this package but proceeded to mark it as delivered and return it to the sender. When I contacted Abercrombie I had multiple customer service agents tell me that they could see that the package was returned to them, but they are refusing to give me a refund until the items are received and processed by the distribution center. They also refused to replace the items and said I will have to pay for a new order. When I asked if I could speak to someone at their distribution center they claimed to not have a phone number or any other way to contact them. I also requested that my packages be shipped through a different shipping company and was told that they have no control over who they ship through, the distribution center they cannot contact apparently controls that. I would like a refund processed immediately, and a free replacement order but that is not as important as I plan on never shopping with Abercrombie again.

      Business Response

      Date: 07/02/2025

      Hi Jenna,

      Thank you for contacting us via the Better Business Bureau
      regarding your missing order! At Abercrombie & Fitch, we are committed to
      continuously improving and ensuring every customer has a positive experience
      when shopping with us. We appreciate the opportunity to address your concerns
      and would like to discuss this matter further. A member of our Customer Care
      team will be reaching out to you shortly via email to assist you.

      Jerrad

      Customer Care

      Abercrombie & Fitch

      Customer Answer

      Date: 07/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.



      Regards,



      Jenna Crutchfield

    • Initial Complaint

      Date:06/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing regarding a purchase I made in store on 02/05/2025 at ********************. I was unfortunately unable to return three jeans that were in this order as I was caring for my husband in the hospital. I reached out to Abercrombie and Fitch customer service regarding these jeans as I attempted to make a return both online and in store with refusal of return of these products. These jeans are unworn with their original tags and the jeans are still currently sold at abercrombie. The company has shown no compassion for my situation and has refused over and over for return of the product. Now I am left with brand new jeans that do not fit anyone in my household. I am writing both to express my dismay at this terrible customer service and for a minimum of a credit back on these jeans. I like abercrombie and would like to continue to be a loyal customer but this has surely left a bad taste in my mouth

      Business Response

      Date: 07/01/2025

      Hi Gabriella,

      Thank you for contacting us via the Better Business Bureau regarding your store purchase!

      At Abercrombie & Fitch, we are committed to continuously improving to ensure every customer has a positive experience when shopping with us. We appreciate the opportunity to review your concerns and would like to discuss this matter further.

      A member of our ************* team will be reaching out to you shortly via email.

       

      Jerrad 

      *************

      ********************** & ********************

    • Initial Complaint

      Date:06/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed this order with expedited shipping so we would have the items in time for our vacation. Instead of arriving on Thursday or Friday as expected, the package was delivered on Saturday. According to LaserShip, it was delivered to my building; however, I have photo evidence showing that it was not delivered to the lobby of my building. The location in the photo appears to be the office building across the street from where I live.I have made several attempts to contact LaserShip, but they have not responded. I also reached out to Abercrombie for help locating the package, but no one has taken action. I ultimately requested a refund since the package was not delivered to me, yet my refund request has now been deniedwithout explanation.I have call records showing the number of times we tried to reach LaserShip. I am extremely disappointed with the lack of accountability and support *** received throughout this process. I will be escalating this matter by emailing the CEOs office. This entire experiencefrom poor delivery to ineffective customer servicehas been unacceptable.

      Business Response

      Date: 07/01/2025

      Hi Vivek,

      Thank you for reaching out to Abercrombie & Fitch via the Better Business Bureau.

      After reviewing your previous contact history, we see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving your order. When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders that were not received that were associated with your purchase and contact information- Orders 21143663680 and 21113543053. Unfortunately, we are unable to approve any additional refunds for issues with delivery.

      If you believe that your packages have been stolen, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police department’s investigation upon receiving an official request on department letterhead emailed to [email protected].

      Lauren

      Customer Care

      Abercrombie & Fitch


      Customer Answer

      Date: 07/01/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 23533163



      I am rejecting this response because: I am writing to formally dispute the claim that there are previous orders associated with my name and this address. I relocated to this residence from the UK less than three and a half months ago, and I can confirm that no such orders were placed by me prior to that time.

      If necessary, I am prepared to provide:
      A copy of my lease agreement
      Photographs of my building’s lobby
      A written statement from my doorman confirming that no delivery was made in my name on the date in question

      I find it deeply troubling that I am being accused of placing and then falsely reporting a missing order. This is a serious and baseless allegation that borders on slander. What’s more concerning is that no effort was made to resolve the issue by contacting the carrier to determine where the package was delivered. There was no follow-up—only a blanket refusal to issue a refund, followed by these unfounded claims.

      As an attorney, I take these matters very seriously. I will not hesitate to escalate this issue to the CEO, VP, or any other executive necessary to ensure that my name and reputation are protected. I am fully prepared to pursue legal action if this matter is not resolved promptly and appropriately.
      I expect a thorough review and a written response confirming that this issue is being escalated and investigated properly



      Regards,



      Vivek Sharma

    • Initial Complaint

      Date:06/26/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Package was stolen because the shipper placed the package out in the open. The photo they provided of confirmed delivery was past an open door and not beyond the locked doors next to it. Abercrombie refused a redelivery or refund. They stated it was because "it since the carrier was able to provide a photo proof of delivery of the package to the correct address".

      Business Response

      Date: 06/30/2025

      Hi ******,

      Thank you for taking the time to share your feedback with us and bring this issue to light. Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email.

       

      Lauren

      *************

      ********************** & ********************

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Misleading **************** and Failed Refund for Undelivered Package On June 24, 2025, I placed an order with Abercrombie & Fitch totaling $595.38 (Order #***********) with an estimated delivery date of June 27. The order was split into two ************ shipmenta single white shirtwas tracked properly and delivered to me on June 25. I received it because I was home and the tracking gave me notice. The other package, which contained most of the order, never updated in tracking at all. I checked daily, assuming delays might be due to the Juneteenth holiday. Then out of nowhere, it showed delivered while I wasnt homeand I never received it.I contacted support via chat on June 24 around 5 p.m. and spoke with GEAR GEURTIAL (Chat Confirmation #**EPRW). They confirmed there were no tracking updates and told me a refund would be issued. I never received a confirmation or any refund.The next day, I chatted in again. That *** spent over 45 minutes trying to locate the order, ***eatedly pulled up the wrong one, and blamed the delay on handling multiple chats. In the end, she said no refund had been issued and there was nothing she could do.This has taken up days of my time. Ive been patient, proactive, and respectful, but Ive received conflicting answers and no resolution. The larger part of my $595.38 order never arrived, and Im still waiting for a refund I was told would be processed. Its been stressful and frustrating, and Ive had to reach out multiple times just to be heard. Ive done everything I could on my end to resolve this properly. I just want the money back for the items I never received.?Resolution Requested:Im requesting a full refund for the missing shipment, a review of the tracking and fulfillment process, and improved customer service accountability. Please resolve this fairly and promptly.

      Business Response

      Date: 06/26/2025

      Hi ******,

      Thank you for reaching out to Abercrombie & Fitch via the Better Business Bureau.

      We appreciate you taking the time to share your feedback with us and bring this issue to light. Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email.

       

      Lauren

      *************

      ********************** & ********************

    • Initial Complaint

      Date:06/26/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/5 I ordered items from this company with 5-7 day shipping and had an estimated delivery date of 6/12. I asked their customer care why my items weren't delivered in a timely manner and they didn't offer me and help or discount or anything at all. The items didn't deliver until 6/23. The items were ordered for a vacation and didn't arrive and I could not use them for it. They should not have the shipping speed advertised as 5-7 business days and have it arrive *********************************************************************** something when I asked why I didn't get my order.

      Business Response

      Date: 06/26/2025

      Hi Diane,

      Thank you for contacting us via the Better Business Bureau
      regarding your online order! At Hollister Co., we’re committed to continuously
      improving our service to ensure every customer has a positive shopping
      experience.

      We appreciate the opportunity to address your concerns and
      are currently reviewing the matter. A member of our Customer Care team will be
      reaching out to you shortly via email to discuss your concerns in more detail
      and work toward a resolution.

      Jerrad

      Customer Care

      Hollister Co.

      Customer Answer

      Date: 06/26/2025

      Complaint: 23520565



      I am rejecting this response because: I was not able to use the items for their intended use due to the extremely late delivery.



      Regards,



      Diane Franchek

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 4, 2025, I returned $732.56 worth of merchandise to Abercrombie & Fitch using their provided prepaid return label. The package was delivered to them on June 9, per tracking confirmation. Despite this, the return was not officially cancelled until June 17 after repeated delays and evasive responses from customer service. One representative even claimed they did not have the package and needed to "research" the issue. Initially, I was told the return would be honored as a courtesy, but that decision was later reversed, citing a closed return window even though Abercrombie had already accepted the package. This conduct is deceptive and unacceptable. I have full documentation, including chat transcripts and delivery proof. I am requesting immediate resolution: a full refund of $732.56, reinstatement of my e-gift card, or return of my merchandise. If this is not resolved promptly, I will pursue additional legal action.

      Business Response

      Date: 06/24/2025

      Hi Heather,

      Thank you for contacting us via the Better Business Bureau regarding your missing refund!

      At Abercrombie & Fitch, we are committed to continuously improving our service to ensure every customer has a positive experience. We appreciate the opportunity to address your concerns and would like to discuss this matter further.
      A member of our Customer Care team will be contacting you shortly via email to assist you.

       

      Jerrad

       Customer Care

       Abercrombie & Fitch

       


      Customer Answer

      Date: 06/24/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 23511148



      I am rejecting this response because: The issue has not been resolved. If the items were returned and out of my possession, then refund the money. If the items are unacceptable, they must be returned to me. You can't have your cake and eat it too. I will continue to pursue until fully resolved.



      Regards,



      Heather Fuller

      Business Response

      Date: 06/27/2025

      Hi Heather,

      Thank you for contacting us via the Better Business Bureau regarding your return! We truly appreciate your continued patience as we work to resolve this matter.

      Our internal teams are currently conducting a thorough review of your return package to gather more information regarding the refund in question. While we don’t currently have any new updates to share at this time, please rest assured that we will notify you immediately via email once we receive additional details.

      We understand this situation is far from ideal and want to assure you that we’re doing everything we can to provide clarity and resolve as quickly as possible. Thank you again for being a valued part of the A&F community.

      Jerrad

      Customer Care

      Abercrombie & Fitch


      Customer Answer

      Date: 06/27/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 23511148



      I am rejecting this response because: 

      I am rejecting Abercrombie & Fitch’s response because it is a verbatim repetition of the message sent previously, offering no substantive update or resolution. This continued delay, paired with vague and noncommittal language, demonstrates a clear lack of good faith effort to resolve a legitimate return.
      The facts remain: I returned merchandise totaling $732.56, which Abercrombie received on June 9, 2024, as confirmed by tracking records. Despite this, the return was inexplicably canceled on June 17, following inconsistent communication from customer service—including statements denying possession of the package. At no point have I received a refund, store credit, or return of the merchandise.
      This is not a matter of “ongoing investigation.” It is a failure to honor a standard return for merchandise that is no longer in my possession. If Abercrombie cannot produce photographic or documented proof to justify withholding both the merchandise and my funds, then it is engaging in deceptive business practices and potential theft by conversion.
      I am requesting immediate resolution in the form of a full refund, store credit in the amount of $732.56, or the return of all merchandise sent back to Abercrombie. If no resolution is provided promptly, I will escalate this matter to consumer protection agencies and pursue all available legal remedies.

      Regards,

      Heather Rose Fuller

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *********** I returned all items and I see its been delivered back to ****** yet but holster isnt issuing full refund Id like full refund to be issued for my returned order

      Business Response

      Date: 06/24/2025

      Hello Soo,

      Thank you for reaching out to Hollister Co. through the
      Better Business Bureau. We truly appreciate the opportunity to assist you.

      We’ve confirmed that your return from Order #21191447733 was
      delivered on Friday, June 20th. Please allow up to 6 business days from that
      date for the refund to be processed and reflected on your original payment
      method. Based on this timeline, you can expect the refund to initiate by
      Monday, June 30th.

      We understand how important timely refunds are, and we
      appreciate your patience during this process. If you have any further questions
      or concerns, please don’t hesitate to contact us at [email protected].

      Lauren
      Customer Care
      Hollister Co.

    • Initial Complaint

      Date:06/17/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a $129.74 order with Abercrombie on June 9th, 2025 and saw it was out for delivery on June 12th. Multiple people were available to receive the package. The carrier was ****** and does not provide many updates, so I was refreshing the tracking number as often as possible. The page updated as "delivered", even though there was no doorbell or knock, and then the package was not sitting where it showed in the photo proof of delivery. I reached out to neighbors, and was able to obtain doorbell videos of both the delivery and theft of my package. At 11:01 AM on June 12th, the delivery driver threw my package up the steps, and took the photo while standing on the sidewalk. At 11:04 AM a different person stole the package that had just been thrown at my door. The driver did not place the package out of sight, in our large mailbox, ring the doorbell, or even knock on the door. I attempted to file a claim with OnTrac, but they directed me to Abercrombie instead. Abercrombie's policy is to wait 48 hours in case the package shows up. I waited the designated time before opening a claim, but they instructed me to contact the police and my financial institution to get a refund because "company policy doesn't allow us to issue refunds or reshipments for orders that have been stolen after delivery." The only solution Abercrombie provided was a price match to place the exact same order again and free expedited shipping as a "one-time courtesy." While I appreciate the offer, it doesn't seem like much of a courtesy to have to pay 2x the original amount for a package I should have received the first time if they used a more reputable carrier, or perhaps allowed customers to forward delivery instructions to the carrier. Many other large companies, such as ******, have safeguards to prevent this from happening, and/or policies in place that allow for resolutions that put the customer first and would recognize losing $130 is better than potentially losing a customer.

      Business Response

      Date: 06/18/2025

      Hi Georgia,

      Thank you for contacting us via the Better Business Bureau
      regarding your stolen package!

      We sincerely apologize for the inconvenience you encountered
      with your order and for the initial denial of your refund request. Our Research
      and Resolution team has thoroughly reviewed your case and re-evaluated the
      request associated with order 21191520520.

      We’re pleased to inform you that the decision has been
      reversed, and a refund of $129.74 was approved on June
      18, 2025. The amount has been processed back to your Visa card ending
      in 0033. Please allow 3–5 business days for the
      refund to appear in your account.

      To help prevent similar issues in the future, we recommend
      using our Ship-to-Store option or selecting an alternate
      pickup point at checkout. You can find more information about these
      options on our website.

      If you have any further questions or need assistance, please
      don’t hesitate to contact us.

      Jerrad

      Customer Care

      Abercrombie & Fitch

    Abercrombie & Fitch is NOT a BBB Accredited Business.

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