Complaints

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

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• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  3968 Easton Sta Columbus, OH 43219-6064

• 

  Abercrombie & Fitch

  235 Easton Town Ctr Columbus, OH 43219-6077

• 

  Abercrombie & Fitch

  500 South Rd Farmington, CT 06032

• 

  Abercrombie & Fitch

  850 Hartford Tpke Ste R217 Waterford, CT 06385-4257

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:03/16/2025

  Type:Product 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.

  They refuse to send me a replacement order or a refund since they kept saying the same thing about how it is my fault that I didn't receive my package. It was never in my hands whatsoever and the only proof they showed me was a photo delivery with ****** which doesn't prove anything since my package can be lost or stolen. When I came home I never saw the package whatsoever and Abercrombie refuses to do anything about it. The fact that I had to contact 5 different support agents and them saying the same script they are allowed to say is disgusting. It should not be this difficult to refund a customer or reship the same order due to not receiving it in the first place.

  Business Response

  Date: 03/18/2025

  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. 
  
  
  ****
  *************
  ********************** & ********************

  Customer Answer

  Date: 03/25/2025

  [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:03/16/2025

  Type:Order 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.

  I ordered several items online. Upon receiving my package, 4 items were missing. I called and let the company know and they send they would send replacements. The next day, I get an email saying they arent sending the replacements after their **************** left as a customer without items I paid for, having to deal with a company that didnt send me all my items and I dont know what to do!

  Business Response

  Date: 03/18/2025

  Hello ******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was missing items.
  
  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:03/15/2025

  Type:Product 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 received my order, but unfortunately, there were issues with it. I ordered three items: two hoodies and a pair of sweatpants. However, both hoodies were missing, and the sweatpants arrived in the wrong size. I immediately reached out via phone and text to explain the situation. When I called, I was informed that I would be refunded for the two missing hoodies, and I could keep the incorrect-sized sweatpants. Additionally, I was told I would receive compensation for the inconvenience caused. Thats why they said I can keep the wrong sized sweatpants and theyll refund it. However, I later received an email stating that my order had been canceled and that I would not be refunded. I am confused as to why this happened and feel that it is unfair to be charged for items I never received. I spent $214.34 and im feeling helpless. I made the purchase on March 11, and "received" the package March 14.

  Business Response

  Date: 03/18/2025

  Hello *******,

  Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved! A refund of $214.34 was issued on March 15th, and will be returned to your original payment method within 3-5 business days from that date.

  We hope that helps!

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

  Customer Answer

  Date: 03/19/2025

  
  ******* *******
  My number is ********. My complaint was solved already by the brand just now, no need to further escalate this. Thank you.

• Initial Complaint

  Date:03/14/2025

  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.

  My son and I purchased a pair of jeans from online from Hollister in September 2024. Their website stated a USA company,when the jeans arrived the label stated - made in ****** -.They ripped at the seams after wearing just a few times. Poorly made and poor quality but when you call the number they will not admit they were made in ****** nor does their website state this. This is a name brand, well known product that turned out to be fraud - not made in the *** nor good quality. Jeans ripped at the seams and we were not able to repair them. I have called twice to resolve this issue, asked for a new pair and was denied.

  Business Response

  Date: 03/18/2025

  Hello ********,
  
  We're sorry to hear that the jeans on your order ripped! We hold the quality of our products to a high standard and would hate to let you down. 
  
  In situations such as these we ask that you return the defective item in order to receive an exchange or a refund. If you would like to make a return via mail, you must go to our website and complete the online return form. So that we can track your return with you, we recommend using our return service by selecting our preferred carrier and using the return label we email you or the pre-printed return label from your order invoice (if still available)

  We hope this helped to answer your inquiry, and if you have any further questions,please feel free to contact us at ********************************************* Have a great day!

  ****
  Customer Care
  **********************

  Customer Answer

  Date: 03/25/2025

  I am currently in the process of sending this item back to the store 

   

  This process takes awhile as I need to know save the money for a box and label purchase.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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 for a dress as a surprise to my girlfriend and my order was delivered and the carrier left the package outside and exposed so i arrived home my package wasnt where it was left so when i brought this up to Abercrombie customer service i was basically told i wasnt able to get a replacement or a refund and id have to place another order and pay again ! When I still havent even gotten what i originally ordered! So I lost 81 dollars and my girlfriend doesnt have her gift!

  Business Response

  Date: 03/13/2025

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your order that has been marked as delivered but not received. 

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund or reshipment had been requested. Our Research and Resolution team reviews all refund and reshipment requests and they have been able to re-evaluated your recent request for order 21167385908. 

  We confirmed that this decision was reversed, and the refund was approved on March 13th.A refund was processed in the amount of $81.00 back to your **** ending in 5620.Please allow 3-5 business days for the refund to reflect in your card. 

  We understand through your communications with our ************* associate via chat that this order was to be a gift that could have been stolen due to the location that the carrier left your package. We would also advise you to create a complaint with the carrier over the delivery received. 

   

  ***

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

  Abercrombie & Fitch

   

   

  Customer Answer

  Date: 03/13/2025

  [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:03/11/2025

  Type:Service or Repair 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 for 4 items from Abercrombie last Friday 3/7. I received notification that my items would arrive on Tuesday 3/11, but on Monday, I got notification that they had delivered. I went to my front steps to pick up my items 2 minutes after I received the email and my package was no longer there. I received the email that my order was delivered at 3:07 pm, but the tracking service that delivered my package delivered it at 2:47 pm (see screenshots). Though I received a photo of the package, how do I know if the delivery driver did not take it after taking a photo (which has been reported to happen before in my neighborhood). Shouldnt Abercrombie be held accountable for their poor delivery experience (especially for the delayed delivery notification because who knows what could have happened to that package in the 20 minutes I was not notified of my delivery). Since I refuse to pay for something I did not receive, I called Abercrombie this morning to get assistance and the customer service experience was horrible. Instead of listening to my grievances, the employee on the phone kept apologizing and saying there was nothing they could do since it was a successful delivery (which we do not know as their delivery notification was delayed and we dont know if the driver took it). I even asked for a manager to speak to per my credit card companys instruction and she ignored my request and continued to just apologize and say there was nothing we can do. Furthermore, my housemates Abercrombie package also had the same issue yesterday and she called the same phone number I did and was able to speak to a manager and receive a refund. Despite my requests, I was not given the same experience despite our same exact circumstance. I do not understand how one person is able to receive a refund in this situation and another is not. This whole situation is extremely unfair and Abercrombies customer service was extremely unhelpful and disrespectful to my case.

  Business Response

  Date: 03/13/2025

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order 21167774862! 

  We are sorry to hear that this order was not received after being marked delivered by the carrier OnTrac! After further review of your order, the tracking information and delivery photo provided along with the communication you had with our customer care associates, we have decided as a one-time courtesy to process a refund for you on your order. Please allow 3-5 business days for the refund of $151.99 to reflect to your Apple Pay account. 

  We hate to hear that both you and your roommate did not receive your orders! We would highly advise that if you are concerned about your packages arriving safely to this address to place your future orders to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. Our ************* associates are always willing to help you with the process and answer any questions you may have when it comes to placing your next order with Abercrombie & Fitch.  

   

  ***

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

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

  Customer Answer

  Date: 03/13/2025

  [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. I will reach out if I do not receive my refund - thank you so much for your help!
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service 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.

  January 27, 2025 and January 30, 2025 I purchased items for $310.65 and $65.63. I was given a refund for those returns. February 8, 2025 I ordered an Abercrombie and fitch order for $450. Part of the order was delivered February 12, 2025. The other part was delivered February 14, 2025. There were 13 items returned. I returned the items in separate packages. Every time I have returned something to them I had to reach out about a refund. They are saying I cannot shop there anymore and they will not give me a refund because of a returns fraud investigation. I have a recurring charge of $450 in my bank account as well from ********************** and fitch. I really just want my money back for the items they got back. Thank you for your time. I look forward to hearing back from you.

  Business Response

  Date: 03/11/2025

  Hello *****,

  Thank you for taking the time to share your feedback with us.

  We have reviewed your concerns and it appears as though our customer care team is currently in communication with you. We will continue to offer assistance in that email thread. 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; wed be happy to help!

  Customer Answer

  Date: 03/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23035681
  
  I am rejecting this response because: 
  The company has refunded $185.97 to my account. They have not refunded the $257 for the other 6 items. I either want my money back or the items back in the correct size. I preferably want a refund. 
  Regards,
  
  ***** ********

  Business Response

  Date: 03/18/2025

  Hello *****,

  Our team has refund the remaining 6 items on your order (***********). A final refund of $246.13 was issued as of today (3/18/25) and will be reflected back to your **** within 3-5 business days.

  Please be aware that our team has documented this matter and will regrettably be unable to offer this courtesy if a similar situation reoccurs. All future returned items must be received in their original condition and with tags included. 

  We hope that this helps!

   

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

   

• Initial Complaint

  Date:03/06/2025

  Type:Product 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.

  Date of Transaction: 3/4/25 Date of Delivery: 3/6/2025 around 12:10pm Package was not on my doorstep at 5:************ said they were not able to issue refund or replacements since the photo showed delivered.

  Business Response

  Date: 03/10/2025

  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. 
  
  ****
  *************
  ********************** & ********************
  
  

  Customer Answer

  Date: 03/10/2025

  [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:03/06/2025

  Type:Delivery 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.

  I ordered 2 pairs of jeans, which were delivered to my apartment. That package was promptly stolen. I contacted Abercrombie in the hopes of replacement or a refund, however, they said that I cannot prove that I never received the items and therefore will not issue a refund.

  Business Response

  Date: 03/10/2025

  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:03/04/2025

  Type:Product 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.

  Abercrombie worked with ****** to deliver a package to my place of residence. The delivery occurred on 03/03/2025. When I got home later that day, I could not locate my package. I reached out to Abercrombies customer support who dismissed my request for a refund. They offered to resend the items but I would need to pay again, where they confirmed I would be losing $249.47 that I paid for my missing package. I asked to escalate the issue but they instead suggested I report it to the police to see if they can find the person who may have stolen the package (I am in the process of submitting a police report). This suggestion was comical as they are fully aware the police do not have resources to **** down a package. They denied my request for a refund and said there is nothing more they can do. If Abercrombie is using OnTrac to make their deliveries, they should ensure the carrier is delivering these packages to the customer. If their policy is to deny refunds in these cases, they should offer a shipping option that requires signature at time of delivery. Whos to say that the delivery driver didnt return to take the package after marking the package as delivered. I would like a refund for this purchase as $249.47 is not a small amount of money to lose. Thank you for your time!

  Business Response

  Date: 03/06/2025

  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. 
  
  
  ****
  *************
  ********************** & ********************

  Customer Answer

  Date: 03/13/2025

  Hello,
  
  I just wanted to update my response to satisfied. I received a refund from the merchant. Thank you for all the help from BBB!
  
  Best,
  Daisy