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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

    • 709 total complaints in the last 3 years.
    • 347 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:03/01/2025

      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 made an order and only part was shipped. the other part says it was shipped but never was. i am going on a trip i needed these clothes for and wont be here to receive the package if it ever does come. order ***********

      Business Response

      Date: 03/04/2025

      Hello Alexandria,

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

      We sincerely apologize for the inconvenience you experienced with your order, and we understand how frustrating it must have been to receive neither your ordered items nor a refund. Our dedicated Research and Resolution team takes great care in reviewing all requests, and they have thoughtfully evaluated your recent request for order 21160834656.

      We are pleased to inform you that a refund was approved as of March 1st, 2025. A refund in the amount of $627.24 has been processed back to your Apple Pay payment method. We kindly ask that you allow up to 3-5 business days from that date for the refund to appear in your account.

      Thank you for your patience!



    • Initial Complaint

      Date:02/28/2025

      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.
      my package got stolen and they said theres nothing them or the carrier can do so im out $300

      Business Response

      Date: 03/03/2025

      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: 03/03/2025

      [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:02/25/2025

      Type:Service or Repair 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 ordered two pairs of pants online on 2/17 and was delivered on 2/21; one at 2:02 pm, however the carrier did NOT ring the doorbell. I received an email from abercrombie saying my package was delivered at 2:12 pm and the package was stolen in the time between the carrier delivered it and when I received the email. Abercrombie refuses to send a replacement or provide a refund. The only option they provided was to re-purchase the items.

      Business Response

      Date: 02/25/2025

      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:02/24/2025

      Type:Order 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.
      Date of transaction: 2/13/25.The business committed to deliver the two items I purchased. I paid the business $149.94. The business notified me my purchase was delivered on 2/16/25. I checked all over my apartment building (both package rooms, the package cubbies, my mailbox, around the building, etc.) and I couldn't find it. I checked every day as sometimes packages will say they're delivered when they haven't been yet. On 2/24/25 I emailed the customer service email. The business asked me to verify the address. I verified the address was correct. The carrier had provided an image of proof of delivery, but they just threw it on the ground near the mail boxes. My building has two secure package rooms carriers are supposed to deliver packages to and the carrier did not do that. When I said I believed the package was stolen since I couldn't find it and the carrier didn't deliver it to the right area the business said they can't replace the item or give me a refund.

      Business Response

      Date: 02/25/2025

      Hello Hannah,

      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.

      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:02/24/2025

      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.
      Date of Transaction: $222.60 Transaction Date: 2/14/25 Purchase was made through ****** to my ****************** Items: 3 pairs of womens pants Order #*********** Tracking #: OnTrac D10016130422041 I had placed an order with Abercrombie and it was split into 2 separate shipments. I recieved the first shipment on 2/17 with no issues but the second shipment was supposed to arrive 2/18 with 3 other items. There is a photo showing the package was delivered on my porch at 1:30 but when I arrived home around 5:30, the package was not on my porch. I live in a pretty good neighborhood and have never had a package stolen before. I reached out to Abercrombie and Fitch twice and they refuse to refund me or reship the items I am missing. I also reached out to OnTrac (per Abercrombies advice) and they said only the seller can help me. My next step is to dispute the charge with the credit card company (which Abercrombie also advised and I thought was terrible customer service). Long story short their customer service was terrible and they were forcing me to run all over creation to get a resolution and did nothing to help me. And now I am out $222. Thank you for your help!

      Business Response

      Date: 02/25/2025

      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: 02/25/2025

      [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:02/23/2025

      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 ordered some clothes last week from Abercrombie and Fitch. I got quick notification that it was shipping later that week. On Wednesday I get a notification that my package has arrived. I didnt see any package when I got home so i checked with my neighbor since sometimes the delivery people will drop my packages off at their place on accident. No package was found and on the delivery there was no photo or anything to prove it was even here. I then contacted Abercrombie and was told I could get a re-shipment free of cost or refund. I elected for refund. A day or two later I get an email from their research team stating that once a package leaves their warehouse theres nothing they can do and they will not be refunding me. I called to complaint and was told they can re-order my package but would charge me again.They told me to contact ****** for assistance or opening a case but theyre impossible to get a hold of. Better yet, my tracking number no longer shows up when searching it on their site.

      Business Response

      Date: 02/25/2025

      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:02/21/2025

      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 ordered a package from the Abercrombie & Fitch online store. The package is marked as delivered but the package is missing. None of my neighbors have brought the package in. I contacted the Abercrombie & Fitch customer service for a replacement package but they refused to send one and offered only to have me reorder the items at my expense.

      Business Response

      Date: 02/25/2025

      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.

      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:02/21/2025

      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 am filing this complaint regarding my recent interview experience with Abercrombie & Fitch at their ************** location in *********, **. I interviewed for the Assistant Manager position with ******** ****** and provided thorough, well-detailed responses to all questions, showcasing my extensive experience in retail management.Despite my strong qualifications, I was not selected for the role. While I understand that hiring decisions can be competitive, I strongly believe that my appearance played a role in the decision. As an African American candidate, I feel that I was unfairly overlooked due to bias or discrimination rather than my skills and experience.Abercrombie & Fitch has publicly stated commitments to diversity, equity, and inclusion, yet my experience raises concerns about whether those values are being upheld in their hiring practices. I am submitting this complaint to bring awareness to the issue and to encourage greater transparency and fairness in their hiring process.Desired Outcome:I would like Abercrombie & Fitch to:******** their hiring process to ensure fairness and eliminate potential bias.2.Provide an explanation of the selection criteria used for this role.3.Commit to stronger diversity hiring practices to ensure equal opportunities for all candidates.I appreciate the BBBs time in reviewing this complaint, and I look forward to a response from Abercrombie & Fitch addressing this concern.

      Business Response

      Date: 02/25/2025

      Hello Aijalon,

      We hope this message finds you well! Thank you so much for taking the time to share your thoughts about Abercrombie & Fitch on the Better Business Bureau website. Your feedback is invaluable to us. 

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team has contacted you via email on February 24th, 2025. They will follow-up on this matter with you.

      Please be on the lookout for further emails from us!


      ****
      *************
      ********************** & ********************`

      Customer Answer

      Date: 02/25/2025

      Hello ****,


      Thank you for your response. I will review the email sent on February 24th and look forward to resolving this matter. I appreciate your follow-up.


      Best,
      ******* *****



      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:02/21/2025

      Type:Product 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 placed order #*********** with Abercrombie & Fitch, but I never received the full order. After multiple attempts to resolve the issue with customer service, ********************** refused to refund me or provide store credit, citing a past refund on an unrelated order as justification. They also initially said they would be able to issue a refund, and then changed their mind in further emails. Since Abercrombie refused to assist, I disputed the portion I paid via my credit card with *****, and they ruled in my favor, refunding $62.90 to my account. However, the rest of the order ($125.10) was paid using store credit, and Abercrombie has refused to reinstate it.Heres a breakdown:Total order cost: $188.61 Item received: $50.61 Amount refunded by ***** (via dispute): $62.90 Remaining amount not received (should be reinstated in store credit): $75.10 Since Abercrombie never delivered the items, I am simply requesting that the $75.10 be reinstated to my Abercrombie account as store credit. I am not asking for a cash refund, only the return of my store credit for items that I never received.Abercrombies refusal to resolve this issue is unreasonable, especially after my credit card issuer ruled in my favor. I would appreciate a fair resolution and the reinstatement of my store credit.

      Business Response

      Date: 02/25/2025

      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: 03/04/2025

      [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:02/20/2025

      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.
      I placed an order on December 25, 2024, with a total value of $113.95. However, I never received my package. After reaching out to customer support, they conducted an investigation and confirmed that the package was delivered to the wrong address. They then asked me to confirm my delivery address so they could send a replacement. I promptly responded with my correct address, but the next day, I received another email stating that they would not be issuing a replacement or a refund. Despite acknowledging their mistake, the company is now refusing to take responsibility. I have contacted customer support multiple times, but they have been unhelpful and unwilling to resolve the issue.I am requesting either a full refund for my order as the company has admitted that the package was misdelivered due to their error.

      Business Response

      Date: 02/21/2025

      Hello Ashutosh,

      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. 


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

      Business Response

      Date: 02/21/2025

      Hello Ashutosh,

      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. 


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

      Business Response

      Date: 02/21/2025

      Hello Ashutosh,

      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: 02/28/2025

      [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,

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

    Abercrombie & Fitch is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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