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

Customer Complaints Summary

703 total complaints in the last 3 years.
345 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.

Initial Complaint
Date:06/16/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 recently initiated a return, but I accidentally sent the wrong package altogether. Instead of sending the correct items for return, I mistakenly shipped an unrelated package.I kindly request your assistance in locating and returning this package back to me. Tracking number of wrong package - Order number - *********** Item details - 1 pink and 1 red bodysuits from express.I appreciate your support, and I apologize for the confusion.
Business Response
Date: 06/18/2025
Hi Neha,
Thank you for contacting us via the Better Business Bureau regarding your return!
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.

******
*************
********************** & ********************
Customer Answer
Date: 06/18/2025
[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:06/16/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 4/19/2025 I purchased 4 items from A&F totaling $189.21. I paid $105.08 on my AMEX and used an Abercrombie gift card for the remaining balance of $84.13. On 5/19/2025 my Abercrombie account was compromised. After my account became compromised, the email address on file was changed to a fraudulent email address ********************** and the order was duplicated and then partially refunded in the amount of $148.67 to a gift card that was sent to the fraudulent email.There were 2 items in the order that didn't fit and I wanted to return them. When I attempted to log in to my Abercrombie account, I kept receiving errors and no email was coming when I tried the "forgot password". I finally called Abercrombie **************** on 6/6 about my issues with logging in and found out my account was compromised. I was told my case had to be forwarded to a specialized team and they would email me with a resolution. I then found the paper receipt and went to the ******** A&F location to return the 2 items in store to get an in-store credit on the same day 6/6.While in store, this is when I found out about the order being fraudulently returned. The manager was unable to accept my returns because of this and said I needed to contact **************** again. She was kind enough to let me take screenshots of the order history/notes which I've attached to this dispute. In the notes you can see the email address and partial return was processed on the same day 5/19. When I received the email from Customer Support, they advised I would get my account back but the order history would be lost. I then responded advising the fraudulent return activity and asked how I would go about returning the 2 items and I haven't been given a resolution. I called **************** on 6/3 and 6/5 for updates and both times they said the issue had been escalated. I have yet to hear back.For the price of the clothing and being a VIP Rewards member, I'm disappointed in the lack of resolution.
Business Response
Date: 06/16/2025
Hi ********,

Thank you for taking the time to share your feedback with us and for bringing this issue to our attention. 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 to assist further with this situation.
Customer Answer
Date: 06/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23474346

I am rejecting this response because:

Regards,

******** *****
Customer Answer
Date: 06/17/2025
I am rejecting this response because I already have reached out to their **************** team via phone and email and havent received a resolution as of yet. I have a feeling the company that their customer service department has been outsourced to knows about this fraud scheme and is trying to cover it up.
Business Response
Date: 06/18/2025
Hi ********,
Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.
Wed like to confirm that a member of our ************* team contacted you via email on Monday, June 16, and weve just re-sent that message. As of now, it appears the emails have not been opened.
To ensure we can assist you promptly and resolve your concern, we kindly encourage you to review the email and respond at your earliest convenience. If you are unable to locate the message, please check your spam or junk folder, or let us know so we can resend it.
We appreciate your attention to this matter and look forward to assisting you further.

Lauren
*************
********************** & ********************
Initial Complaint
Date:06/13/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 an order with Abercrombie on May 16, 2025. I received a notification that it was delivered on May 23rd with the tracking #************ provided by ***** at 2:09 PM. I was at work, but ***** provided a photo that it was delivered on our porch in an unprotected and unmonitored location. They did not knock on our door or ring the bell, my fianc was home working. He checked for the package an hour later after his meeting and it was gone. I reached out to Abercrombies customer service and they could not provide a refund or exchange because ***** took a photo of the delivered item, so theres proof of delivery. It seems like this is a re-occurring issue as others have filed the same complaint as me, but I would like a full refund to my credit card as I did not receive the package and now missing over $200 worth of clothing.
Business Response
Date: 06/16/2025
Hi *******,
Thank you for taking the time to share your feedback and bring this issue to our attention. Here at Abercrombie & Fitch, were committed to continually improving to ensure every customer has a positive shopping experience.
Wed appreciate the opportunity to review your concerns in more detail. A member of our ************* team will be reaching out to you shortly via email to discuss this further.
Customer Answer
Date: 06/16/2025
[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:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Their shipping carrier did not follow package delivery instructions and the package was stolen. Abercrombie & Fitch will not refund or replace the package even though it is their responsibility to ensure it is receveid.
Business Response
Date: 06/11/2025
Hello ********,

Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

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.

*************
********************** & ********************
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
06/06/2025 *********** $146.46 Received two packages today that were mailed to me. Once I opened the packages, they were someone elses order who lives in ********. I provided Abercrombie the proof and they stated they will reship my order since I did not receive it. The order was then cancelled and they refuse to reship or provide me a full refund.
Business Response
Date: 06/10/2025
Hi Rylan,
Thank you for contacting us via the Better Business Bureau regarding your incorrect items received!
Were very sorry to hear there was an issue with receiving the correct order, and we understand how frustrating it must have been to initially receive a denial for your replacement request. We're here to help you with the next steps to ensure you receive the correct items.
To proceed, please visit our website and initiate an exchange by selecting Wrong Item Received as the reason. Once submitted, youll receive a prepaid return label via email. Please use this label to return the incorrect order at no cost to you.
As soon as we receive your return, well process and ship your replacement order promptly. We sincerely apologize for any confusion or inconvenience this may have caused and appreciate your patience as we work to make things right.

******
Customer Care
********************** & ********************
Initial Complaint
Date:06/06/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Order placed on 5/25/2025 for ****** dollars. Received first package with pair of trousers, but second package (delivered at a later date) likely stolen off my front porch while I was traveling. Upon calling Abercrombie, representatives said they could only help me place another orderno reshipment or refund. This seems pretty fishy and is unfair to the consumer.
Business Response
Date: 06/09/2025
Hi *****,
Thank you for contacting us via the Better Business Bureau regarding a missing package!
We sincerely apologize for the inconvenience you experienced, including the initial denial of your refund request. Our Research and Resolution team reviews all requests of this nature and they have re-evaluated your recent request for Abercrombie & Fitch order 21187510609.
As a one-time courtesy, a refund in the amount of $283.43 was processed on June 9th to your Mastercard ending in 7304. Please allow 35 business days for the funds to appear in your account.

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

Customer Answer
Date: 06/09/2025
[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:06/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
This complaint specifically concerns Hollister Co., a brand under Abercrombie & Fitch Co.On June 4, 2025, I attempted to place an online order through Hollisters official website. After completing checkout, I received an email from Hollisters customer service stating that I was required to provide either a photo of my government-issued ID or a piece of mail with my name and billing address in order to verify the purchase.I was shocked by this request. As a regular online shopper, I have never encountered such an invasive requirement from any reputable retailer. This type of documentation request goes far beyond normal verification and feels like a serious invasion of privacy. Moreover, the email gave no detailed explanation as to why I was selected for this kind of verification, which made me feel unfairly targeted or profiled.I believe this practice is excessive, unreasonable, and potentially discriminatory. Hollister should not require personal identity documents for standard online transactions, especially without clear and transparent justification.I am submitting this complaint in hopes that the Better Business Bureau can help address this issue. I request that Hollister/Abercrombie & Fitch Co. investigate this incident and review their checkout verification policies. No customer should be made to feel distrusted or discriminated against during a routine online *************: ******** **** Email: ************************ Date of Incident: June 4, 2025 Company: Hollister Co. / Abercrombie & Fitch *********** Address: **************************************************** Website: ****************************
Business Response
Date: 06/09/2025
Hi *****,
Thank you for contacting us via the Better Business Bureau regarding the recent order you attempted to place on our Hollister Co. website!
The request for your ID is part of our commitment to safeguarding your personal information and ensuring that all transactions are legitimate. In some instances, we may need additional verification to confirm that the cardholder is indeed the one making the purchase. This process helps us protect not only you, but also other credit card holders and our company from potential fraud.

Please rest assured that any information you provide will be handled with utmost care and in strict accordance with our privacy policy. Your ID will only be used for verification purposes, and we understand any concerns you may have regarding sharing this information.

If you have any further questions or need assistance with this process, please don't hesitate to contact us at *********************************************************************.

***
Customer Care
**********************
Initial Complaint
Date:06/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 an online order with Abercrombie, it was shipped with ****** and delivered to my address but I never received the order. The proof of delivery photo shows the package on my doormat but when I went to get it shortly after receiving the delivery confirmation, it was gone. I checked with my neighbors and none of them picked it up, so I'm guessing it was stolen. Abercrombie will not refund me and only offered to price match my order, but I would have to pay again to replace items that I never received. Abercrombie told me to contact Ontrac, and ****** told me they cannot help and to contact the seller (Abercrombie).
Business Response
Date: 06/06/2025
Hello Sophie,
Thank you for contacting us via the Better Business Bureau regarding the delivery of order ***********!
We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order ***********. We also see that a replacement order was placed for these items due to this occurring.
As a one-time courtesy, we have refunded you in the amount of $174.08 to your Mastercard ending in 5270. Please allow 3-5 business days for this refund to accurately reflect on your account.
In regards to your new order 21190708482, we see that it is currently being packed up to be shipped to you! Please keep a close eye on your email for any tracking updates to come.

******
Customer Care
********************** & ********************
Customer Answer
Date: 06/06/2025
[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:06/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 Abercrombie order (delivered by OnTrac on 5/31) was placed in an un-secure, un-locked location unlike all other deliveries (they provided a photo) and was stolen. I called Abercrombie support today upon discovering this, and was told its out of their hands, that they cannot reimburse me for the negligence of their delivery drivers and told me if I wanted the money back I had to make a police report and then file a dispute with my credit card company. I needed the clothes I ordered so in addition to not refunding me, they made me pay for a new order which they were only able to partially fulfill as one of the items I ordered was last chance and had none left in my size. Im now out over $250 with none of my order.
Business Response
Date: 06/06/2025
Hi Alyssa,
Thank you for contacting us via the Better Business Bureau regarding the delivery of your recent order!
We are sorry to hear that you did not receive order 21187942648. We see through your recent communications with our ************* associates that they assisted you with a new order 21190383843 shipping to a local store location for pick up. Additionally, they advised you to file a police report for the stolen package from order 21187942648.
As a one-time courtesy, we have processed a refund for your order in the amount of $156.69. Please allow 3-5 business days for this refund to reflect to your Mastercard ending in 2556.
If we can help with anything else, please, do not hesitate to reach back out to us at *************************************************************************** with any other questions or concerns you may have; We are more than happy to help out!

***
*************
********************** & ********************
Customer Answer
Date: 06/07/2025
[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:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Tried to return an item purchased with a store credit, to be refunded with ANOTHER store credit card high was rejected, due to return window.. I have never had any issue with returns REGARDLESS of time frame.. **************** representative (***) stated there was nothing they could do for me Now I am stuck with a new dress with tags that can not be worn because its too big.. Will not be purchasing this brand any longer nor wholl I recommend it to anyone..
Business Response
Date: 06/06/2025
Hi *******,
Thank you for contacting us via the Better Business Bureau regarding your store return!
To further assist you with your return inquiry, we need to gather some additional details from you. A member of our ************* team will be contacting you shortly via email. Please be on the lookout for that email.
Look forward to speaking with you soon!

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

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Abercrombie & Fitch is NOT a BBB Accredited Business.