Complaints

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

close

Find a Location

Abercrombie & Fitch has 598 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  PO Box 182168 Columbus, OH 43218-2168

• 

  Abercrombie & Fitch

  5043 Tuttle Crossing Blvd Dublin, OH 43016-1511

• 

  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

• 

  Hollister

  1 N Galleria Dr Middletown, NY 10941-3032

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:06/04/2025

  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!

   

  ***

  ************* 

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

• Initial Complaint

  Date:06/04/2025

  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 returned an order by mail and Hollister canceled my refund stating a different reason every time I asked varying from "I had to wait until the distribution center found my return" to " the items in the return did not match the description of the order" to then saying "the items were not resalable". I asked multiple times for proof from several emails and continuously got passed around or ignored. I insisted there must have been an error but they refused to give me a refund so I asked for my package back knowing that their denial is incorrect. They stated that they would attempt to send my package back to me which they never did. I even offered to pay for the shipping because if they will not refund me, I at least want my order back. They told me that they couldn't guarantee the shipment and refused to provide any proof that the order was incorrect or that they returned it to me. I have multiple emails, speaking to multiple people and never got any resolve. So now I am left to take the loss on all ends which is completely unfair. I am a hard working average citizen who does not have money to donate to a high money making company.

  Business Response

  Date: 06/06/2025

  Hello ******,

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

  We are so sorry to hear that you did not receive the refund that you were expecting from the return on order 21177458204. We see through previous communications with our ************* associates that the refund was not processed due to the fact that the return items were not in resealable condition. In accordance with our Return Policy, we are not able to accept returns on items that are worn, damaged or have had the tags removed. 

  Additionally, we see that you have requested to have these items returned to you. This is not a process that we are able to guarantee, as we do not oversee the return process by the ******************* on our end. We are sorry for any inconvenience and frustration that this might have caused you. As previously advised by our ************* agents, if we are able to ship these items back to you, unfortunately we will be unable to provide tracking information. We understand that this is not the outcome you were hoping for, but we hope that this information will be useful for you in the future.

   

  ******

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

  Hollister Co.

  Customer Answer

  Date: 06/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23420292
  
  I am rejecting this response because: I stand by the fact that the items I returned do match the description and had only been tried on to see if they fit. The information the company is saying about my returns are false and despite many requests of proof that I sent back incorrect items, the company has failed to comply. They expected me to provide proof that the items were not correct, yet they are not expected to do the same. There must have been some kind of error in the distribution center as I am confident that I sent the correct items. I

  The items were returned by me over a month ago and they canceled my return at that time. The items have not been sent back to me, so there is no way that they are still coming. Even with the slowest version of shipping they would have come by now. Therefore, I have lost the entire purchase and/or items and have been left with nothing which is honestly beyond disappointing and frustrating as a long time consumer. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 06/13/2025

  Hello ******,
  
  Thank you for reaching back out to our team via the BBB. 
  
  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: 06/13/2025

  [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:06/03/2025

  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 returned 3 items from my order: ***********, placed April 19th, 2025. Of the 3 items, I requested a refund back to my original payment method, for 1 item, and an exchange for the other 2 items. My returned package was delivered to their warehouse on May 16th. ***** Tracking: ************. My requested exchange items were sold out, so on May 22 I canceled the exchange request for a refund. My order was never updated so I contacted **************** via live chat on June 3rd. They apologized for the delay and said Id receive a refund back to my original payment method, which was Klarna. Then I received an E-gift card refund for $90.97. I contacted customer service again to report the mistake. They explained because the return window for my order closed on May 30th, their system automatically issued me a refund in the form of an E-gift card. I clarified that my order was delivered weeks before the window closed, so I should receive a refund to my original payment method, as stated in their return policy. But they said theres nothing more that can be done about it since they cant override the system. This is unfair, as I have followed their return policy and they didnt honor it. My ideal resolution is a refund to my original payment method.

  Business Response

  Date: 06/04/2025

  Hi Kiara, 

  Thank you for contacting us via the Better Business Bureau regarding your refund received on order 21162371926!

  We are sorry to hear that your refund has been processed in a form you were not expecting. Upon further review of your return, we have determined that you did qualify for a refund back to your original payment method; Klarna. So sorry for any confusion and frustration this situation has caused you! 

  We have cancelled the e-gift card you received and processed the refund of $90.97 to your Klarna account today, June 4th. Please allow up to 14 days for the refund to reflect to your account. 

  If you have any questions or concerns in the future, please don't hesitate to reach out to us at ************************************************** or call us at ************, or even chat with us on our website!  We'd love to help.
  

   

  ***

  Customer Care

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

  Customer Answer

  Date: 06/04/2025

  [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:06/03/2025

  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.

  I placed an order on May 23rd 2025 to Abercrombie & Fitch totalling $292.50. My order confirmation showed an estimated delivery date of 6/6/25. However on May 27th I got an email saying part of my order had been delivered, this item was no where to be seen so I assumed maybe it was incorrect and it would all come together in one delivery. However today I got an email saying the rest of my delivery was delivered, I went to collect it and AGAIN it is no where to be seen. It has not been delivered. I contacted Abercrombie and they have sent me photos that my packages delivered, however they are not here. My only conclusion is that the delivery driver has taken them back with them, as I have never experienced anything like this before. I have tried to speak to the customer care team but they say there is nothing they can do. I have spent almost $300 on this order and I am distraught that they are telling me that I will have to repurchase these items, when it is their company who has not fulfilled their order, my items are not here, and I cannot afford to throw away $300. I am so upset and confused over this whole thing and the customer care team do not even care. I would like my items to be replaced, and I would like to collect them in store as I cannot trust this company to get them to my home.

  Business Response

  Date: 06/05/2025

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding the delivery of your order 21184380849!

  We are terribly sorry to hear you did not receive either package in this order! Our Research and Resolution team reviews all refund and reshipment requests and they have been able to review your order and the delivery photos today. Upon this review, we have decided to process a refund as a one-time courtesy on your order. 

  A refund was processed in the amount of $292.50 on June 5th. We see that your original payment method was a gift card, therefore, you will receive a new gift card with this refunded amount. You will receive an order confirmation email to confirm this new gift card shortly.  For reference, your order number is 21190531187.  Your e-gift card refund will also be emailed to you and should arrive within the next 72 hours.  Please be sure to keep an eye out for that!
  
  If you would like to place a new order and ship it to your local store, which we see in your account has been done before, we would be happy to price match the items in that new order for you, as long as they are the same items from order 21184380849 that has now been refunded. All you need to do is reach out via chat or email us at *************************************************************************** to provide us with that new order number and we would be happy to assist you! 

   

  ***

  Customer Care

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

• Initial Complaint

  Date:06/03/2025

  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.

  Dear BETTER BUSINESS BUREAU platform, hello! Thank you very much. When I encounter unfair treatment and ineffective communication during transactions with merchants, I can complain to the merchants through the BBB platform.HollisterCo is a subsidiary of the *********************************** Group. On May 25th, 2025, I spent $31.72 on the online official website of HollisterCo to purchase 4 clothes. The order confirmation email I received after payment also showed a payment amount of $31.72. This fact can also be confirmed by Rakuten. 3 Days later, the order was shipped, but the shipping email showed that the payment amount for this order increased to $40.90,The price I initially paid was recognized by the system before I made the payment,Where is there a place where the price increases after payment is made?Therefore, I contacted the customer service representative to request the cancellation of the increased amount,But my request was rejected,I followed the rules of the official website when shopping, but the website arbitrarily increased the amount of orders that had already been paid without any basis,This has caused damage to my property,I cannot accept it, So my request is to restore the original payment amount of $31.72 from the beginning,Settlement will be made with a final payment amount of $31.72

  Business Response

  Date: 06/04/2025

  Hi *********,

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

  We are sorry to hear of the price discrepancy order 21186948490 has. In order to assist you with getting this corrected, a member of our ************* team will be reaching out to you shortly. Please be on the lookout for our email!

  Thank you for your continued patience during this process. 

   

  ***

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

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

   

  Customer Answer

  Date: 06/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23412952
  
  I am rejecting this response because: On the second day of my complaint,The merchant just emailed me to tell me that they knew about the complaint.But it's been three days,The merchant didn't contact me again.Which means they're just stalling,There is no sincerity to solve the problem of the difference in the amount of my order.
  
  Regards,
  
  ********* *******

  Customer Answer

  Date: 06/09/2025

  Dear BETTER BUSINESS BUREAU platform, about my complaint number: ******** I would like to make the following additional comments:
  Since February 2025, I have been shopping online on the Hollisterco official website, and now I am a Hollisterco Gold Card member. For all transactions that occurred in the past, the amount of the shipped email for each order is the same as the amount of the order confirmation email. The transaction is settled according to the original payment amount when I place the order(In my past orders, I have captured and uploaded two previous orders from Hollisterco, from April and May. You can see that the order confirmation email and shipped email of the same order have the same amount, No price increase at the time of shipment)What I didn't expect was that this time, the amount of the merchant's shipping email was nearly 30% higher than the amount of the order confirmation email! After the problem occurred, I contacted Hollisterco online customer service several times, and at first, the customer service representative agreed to refund the extra $9.18 and promised to transfer my claim to the payment team, who would contact me within 1-3 business days, but 3 business days had passed. I haven't received any response to this question! I asked the merchant's customer service representative again to provide feedback, but the customer service representative confirmed the price after the price increase of $40.90 and rejected my request! I am very angry at Hollisterco for not keeping the contract and not being honest! I am extremely disappointed that the customer service representative's words are unspeakable. I am not acceptable to the merchant who disregards my wishes and forcibly increases the price of the goods I have already paid for, forcing me to accept the new high price! This kind of behavior by merchants is equivalent to fraud! At the same time, I am also very worried that if Hollisterco continues to arbitrarily increase the price of orders that have already been paid, it will harm more customers and cause more customers to suffer financial losses! This is something we cannot accept and cannot tolerate! Therefore, I urge you to stop this behavior!
  Here, I reiterate my appeal: I ask Hollisterco to cancel the floated amount and end the transaction with the original payment amount of $31.72 as the final payment amount when I placed the order, which is the order confirmation email! And, Hollisterco wants to deliver my purchase to me correctly!
  Once again, thank you to the BETTER BUSINESS BUREAU platform., Thank you for allowing all our customers to complain about merchants here, allowing us to make reasonable demands, so that all customers can shop fairly, orderly, and with peace of mind!I 
  look forward to an early and satisfactory solution to my problem.!
  Thank you for your review. Have a nice day!

  Business Response

  Date: 06/10/2025

  Hi *********, 

  Thanks for reaching back out to Hollister Co. via the Better Business Bureau. 

  We want to assure you that our internal teams are currently working on getting your order 21186948490 corrected for you. We sincerely apologize for any frustration or confusion this situation may have caused.

  Due to the unique nature of the pricing discrepancy, additional time and research are required to ensure the matter is properly addressed. We appreciate your patience and want to reassure you that we are committed to correcting your order and restoring the original price of $31.72, which was charged at the time of purchase.

  We will follow up with you via email as soon as the correction is complete. Thank you again for your understanding and continued patience.

   

  ***

  Customer Care

  ********************** 

• Initial Complaint

  Date:06/02/2025

  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 $112.24 on 05/26/2025. My package was delivered on 06/03/2025, I got the delivery notification and went to go grab my package less than 30 minutes after it was delivered, but there was no package when I went to check. I reached out to Abercrombie, but all they offered was to send me my order again but still paying full price again. They did not offer a refund or replacement.

  Business Response

  Date: 06/03/2025

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order 21188147842!

  After reviewing your previous communications with our ************* team, we confirmed that while the delivery photo was accurate, when you went to collect your package it was no longer there. Our Research and Resolution team has re-evaluated your refund request and determined that the decision has been reversed.

  As of June 3rd, your refund has been approved, and an amount of $112.24 has been processed back to your ****** account. Please allow 3-5 business days for the refund to reflect in your account.

  We truly appreciate your patience and understanding. We hope this resolution restores your confidence in our company, and we would love to welcome you back to shop with us again soon.

   

  ***

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

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

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you, looking forward to continue shopping at my favorite brand! 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/29/2025

  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.

  I ordered clothes from Abercrombie and Fitch on February 23, 2025. The package was delivered on February 28th. I tried contacting Abercrombie through their online chat a few days after delivery but the chat continued to disconnect/get disruptive so there was no resolution that day. I ended up speaking with a representative on the phone on March 18 about the issue.I told the representative that I placed an order that was supposed to include 14 items, but I only received 8 in the package that was delivered. This means 6 items were missing from the package. I asked the Abercrombie representative if the rest of the items were coming in a separate package and he said the information on his end was showing that it was all included in 1 package (AKA the one already delivered). I told him the specific items that were missing and the representative said he was requesting a refund of the missing items.After the phone call with the representative, I got an email from the Abercrombie team that same day stating that the request has been denied and that I wont be receiving a refund. I never received 6 ITEMS THAT THEY SAID WERE IN THE PACKAGE WHICH WERENT. Any items that WERE included, i already returned back for a refund. But the items that were MISSING (6 of them), they are refusing to refund me which is a total of $385.47. They are trying to say that they have proof of delivery but thats because they sent the package but didnt include all of the items that I paid for. Please help me get my money back. Im paying for clothes that I did not receive. Im including pictures of the items that I didnt receive (circled in red on the picture). Im also including pictures of Abercrombie denying my refund request through email.

  Business Response

  Date: 05/30/2025

  Hello ****,

  Thank you for reaching out to us via the Better Business Bureau. We truly appreciate the opportunity to review and respond to your concerns.

  Weve looked into your request for a refund or reshipment for order ***********. During our review, we noted that there have been previous reports of missing items associated with four past orders:

  
  21137296617
  21144268018
  21161271464
  21171080275

  
  Due to the volume of similar claims, we regret to inform you that we are unable to approve a refund or reshipment for your most recent order. Additionally, this pattern may impact our ability to support future delivery issues to this location.

  We understand this isnt the outcome you were hoping for, and we truly apologize for any frustration or disappointment this may cause. Our team takes all concerns seriously and makes these decisions only after careful consideration.

  Customer Answer

  Date: 05/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23392721
  
  I am rejecting this response because: 

   

  i have had issues with Abercrombie and Fitch in the past missing items from my order. I have ordered from this company for over 10 years and have reported a total of 4 issues (which is not a lot considering the amount of years i shopped with this company). Due to the previous order issues, Im being denied this claim by the company? That is their fault for missing items from my order, not mine. 
  i want a refund for the 6 missing items I reported. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/27/2025

  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 Number: *********** Order Amount: $688.99 Order Date: May 18, 2025 I am filing this complaint regarding an online order I placed with Abercrombie & Fitch totaling $688.99 on May 18, 2025. The order was scheduled for delivery on Friday, May 23, *************************************************************** town to personally receive the package.However, the order was delivered early, on Thursday, May 22, 2025, and marked as delivered by *****. When I reviewed the delivery confirmation, I saw that the attached delivery photo does not show my front porch or any part of my property that I recognize.Despite this, the package was marked as delivered and left at this unfamiliar location for over a day without supervision. When I returned home on Friday, May 23, there was no package at my residence.I promptly contacted Abercrombie & Fitch customer service to report the missing delivery, expecting they would assist me. Unfortunately, their response was extremely disappointing:They informed me they cannot offer a refund or replacement for the missing order. The only option they offered was for me to pay another $688.99 to reorder the same items meaning I would be paying twice but only receiving one set of merchandise. This is unacceptable.Not only was the delivery made earlier than scheduled, but it was also delivered to an incorrect or unknown address (as evidenced by the delivery photo). As the seller, Abercrombie & Fitch has a responsibility to ensure secure, accurate delivery and to assist the customer when a failure in the delivery process occurs.I have provided Abercrombie & Fitch with all relevant documentation, including:FedEx delivery confirmation Delivery photo showing an unfamiliar location All correspondence with their customer service Yet, the ********************** has shown no effort to resolve the matter fairly.

  Business Response

  Date: 05/28/2025

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

  Customer Answer

  Date: 05/31/2025

  [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:05/25/2025

  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 was charged on 5/8 for $60.27 and my package got delivered on the 10 and was stolen. They refuse to send me a refund or reissue my package. Theyve given me no other solutions and basically said this is your problem and there is nothing we can do on our end.

  Business Response

  Date: 05/28/2025

  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:05/23/2025

  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.

  To Whom It May Concern,I am filing a complaint regarding an incomplete refund for a fully returned order placed through Abercrombie & Fitch.On March 30, 2024, I placed Order #***********, totaling $215.04 (including tax), for the following items:Fierce Cologne $84.00 Athletic Slim **** (DARK BROWN) $66.71 Athletic Slim **** (MEDIUM) $59.29 I received the shipment on April 3, 2024, and initiated a full return on April 4, 2024, using the label provided by Abercrombie. The return was promptly shipped back, and according to Abercrombie's own documentation, the return was successfully received and processed on April 18, 2024.However, I was only refunded $119.00, despite returning all items from the order. This leaves $96.04 unaccounted for. There is no explanation or itemization showing why a partial refund was ********* clarify:No items were kept or used.I did not initiate any cancellations or separate refund requests.Multiple emails from Abercrombie confirm both the receipt and processing of the full return.The discrepancy has been reported to both Abercrombie and Apple Card (the credit issuer), but no resolution has been provided.Requested Resolution: I am seeking the remaining $96.04 to be refunded to my original payment method. I have attached relevant documentation, including the original order, return confirmation, return processing email, and delivery notification.Thank you for your time and assistance in resolving this issue.Sincerely,****** ******** Email: ************************* Address on file: ************************************ Order #: ***********

  Business Response

  Date: 05/27/2025

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding the return you have made on your Abercrombie & Fitch order 21078906085!
  
  Upon assessing your return, we see that a request was made to return all three items from this order. However, when we received the package, the Fierce Cologne (3.4 oz) was missing. Due to this, part of your return was canceled, and unfortunately, we were unable to process a refund for that item.
  
  A refund of $119.00 was issued on April 18th for your MASTERCARD ending in 3885  for the two pairs of pants In your order. Additionally,our return policy states returns or exchanges of personal care items, such as cologne, can only be returned in-store or by using the ship it myself option.
  
  Since we did not receive the Fierce Cologne, we are unable to process a refund for this item. We sincerely apologize for any confusion or frustration this may have caused. If you have any further questions or concerns, please don't hesitate to reach out to us at ***************************************************************************.

   

  ***

  Customer Care

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

  Customer Answer

  Date: 05/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23366627
  
  I am writing to formally reject the business response from Abercrombie & Fitch regarding my return for order #***********. While they state that the Fierce Cologne (3.4 oz) was missing from the return package, I can confirm that all three items were returned together in the same box, including the cologne.
  The packaging was sealed properly, and no issues were raised at the time of shipping. I followed all return instructions accurately and included all original items as outlined in the return request. I also have documentation of the return confirmation and shipment, which I submitted along with the initial complaint (files titled YourReturnHasProcessed, YourOrderIsOnItsWay, etc.). I wish I had taken a picture of the package contents prior to shipment, and going forward I will forever be doing so. Regardless - Given that I returned all the merchandise, I believe I am entitled to a full refund. I kindly ask the BBB to keep this complaint open and assist in resolving the issue fairly.
  Please let me know if additional information is needed.
  Sincerely,
  ****** ********