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

  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:05/03/2025

  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.

  My package was left outside in ************* while I wasnt home. No one was there to accept the package. When I got home the package was no longer there and none of my neighbors have it. I contacted the shipping company who said reimbursement isnt their responsibility. I then contacted ********************************* who said they will not refund or send replacement items for stolen packages. They refused to me to help me.

  Business Response

  Date: 05/06/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your shipment 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: 05/14/2025

  [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:05/02/2025

  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 & Fitch, which according to tracking was marked as delivered on April 25 and 29, 2025. However, I never received either package. I contacted their customer service promptly to report the issue and requested either a replacement or a refund. Despite confirming that the packages were marked as delivered to the correct address, I explained that I did not receive them and that I had no knowledge of their delivery.Abercrombie & Fitch denied any form of compensation, stating that since the packages were marked as delivered, they would not move forward with my request. They advised me to report the matter to local authorities, which I find unreasonable for a retail transaction, especially given I have acted in good faith and reported the issue immediately.I believe this is poor customer service and an unfair resolution, as I am now left without the products I paid for, with no support from the company. I am seeking assistance through the Better Business Bureau to help resolve this matter and obtain a refund.

  Business Response

  Date: 05/02/2025

  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 carriers 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: 05/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *.

• Initial Complaint

  Date:05/01/2025

  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.

  Complaint Description:On February 4, 2025, I placed an online order with Abercrombie & Fitch for six mens t-shirts. After receiving the items and finding they did not meet expectations, I returned the complete order on February 20, 2025, within the return window and in unworn, unused condition.Despite following Abercrombies return policy, I was later informed that my return was denied because the items were allegedly used or worn. This is not true the shirts were not used or worn, and they were returned in the same condition in which they were received. Furthermore, Abercrombie & Fitch has refused to issue a refund and is also refusing to return the merchandise to **** have contacted customer service with no resolution. As a result, I am left without my purchased items or a refund, which I believe is unfair and unethical.Desired Resolution:I am requesting a full refund for the six t-shirts returned on February 20, 2025. If Abercrombie & Fitch will not issue a refund, I request the return of the original items.

  Business Response

  Date: 05/02/2025

  Hello Kaitlyn,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter!/
  
  Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop or return items 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:05/01/2025

  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.

  April 14th 2025 I submitted six items for return for Abercrombie & Fitch kids I was supplied with a return QR code and I was told that $10 would be minus from the store credit for this return. I checked the status of the refund and it said canceled so I emailed customer service and they stated that the items were not received and so therefore the return was canceled.I supplied them with the ***** tracking number the date it was sent and the date it shows it was received by the facility which was 4/18/2025. I also supplied them with the original order number and then the return order number and they still said that facility did their due diligence and said that the items were not in the package. That is impossible I went to ***** and shipped six items for return with the code that they gave me. I'm extremely disappointed as they are telling me now that I have to provide proof that I sent the items I don't have the items and I've explained that to customer service twice now via email. It was supposed to be a store credit for about $138 and that's all I'm asking for as I know longer am in possession of the 6 items I returned. I have read some other complaints online and it seems that this is typical and very concerning and seems like shady business practices.

  Business Response

  Date: 05/05/2025

  Hello ********,

  Thank you for contacting us via the Better Business Bureau regarding this matter!

  We've reviewed the communication from our customer care team and did notice that a mistake was made in relaying why your return was canceled. However, that mistake was subsequently corrected by another agent afterward. Regrettably, your return was canceled because the your return did not adhere to our return policy.

  When making a return at Abercrombie & Fitch, you have ******************************************* actual delivery date of your last shipment, whichever date is later, to return items in-store or by mail for a full refund to your original payment method. VIP myAbercrombie members receive an additional 30 days, for a total of 60 days to make returns. However, for VIP members, returns made after 30 days are only eligible to receive merchandise credit. Additionally, items must be in their original condition and select merchandise will be accompanied with a tag that must stay attached to return or exchange the item.

  You can copy and paste the following link to view our return policy in full:

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

  Although you are a VIP member, your order was placed in July of 2024 and is far past the 30 and 60 day return period. Your items were also noted to have been worn/used. As such, your returned items didn't adhere to our return policy and your return was canceled.

  We appreciate your understanding in this matter and want to emphasize that making this decision was not taken lightly. 

  Thank you for your attention.

   

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

  Customer Answer

  Date: 05/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23274123
  
  I am rejecting this response because: I know the policy. I called customer service and they knew I had washed the items. That's why they shrunk horribly and she never wore them. 1 pair of jeans came with a button missing.  The other was the wrong size. I don't live near a store so I have to ship everything.  I explained that when I called. They said I could return them and to start the return online so I did. I KNOW I don't get a refund.  It was for store credit.  
  
  Regards,
  
  ******** Majestic

• Initial Complaint

  Date:04/30/2025

  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.

  Placed my first online order after purchasing in-stores with zero problem. Hollister admitted that they were unable to locate my package and that I never received it yet they REFUSE to refund me for this. I explained to them that the order was a birthday present and they showed zero sympathy and juggled me around associates who lie to me for days. I was promised a refund and upon contacting I was almost immediately denied by their system with no reason provided. Do better and stop lying to paying customers.

  Business Response

  Date: 05/01/2025

  Hello Rianlloyd,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! 
  
  Our corporate Research and Resolution team has reviewed your communication with our agents. We also reviewed your previous orders and your past BBB complaint that was filed on November 21st, 2024. 
  
  We have received three total claims from you regarding orders not being delivered to the correct address. The claims were for orders ***********, ***********, and ***********. After your second claim was made, you were advised via the BBB that we may no longer be able to offer a refund for future delivery issues. Our team has also reviewed the photo proof of delivery on order *********** and have confirmed that the photo left by the carrier confirms a delivery to the correct address. Therefore, after considering all factors, our team will be unable to reverse the previous refund denial for this order. 
  
  To best resolve this matter, our customer care team would be happy to help place a new order for you at the same price, with free standard shipping. Please note, we will need to process payment for this new order. To avoid similar issues, we advise using an alternate address, opting for Pickup in Store, or selecting one of our convenient Pickup Point locations for your orders.
  
  We appreciate your understanding in this matter and want to emphasize that making this decision was not taken lightly.
  
  Thank you for your attention.
  
  
  Customer Care
  ********************** & ********************
  

  Customer Answer

  Date: 05/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23267545
  
  I am rejecting this response because: It is not my fault these orders have been misplaced, you as the merchant choose the shipping carrier and therefore share responsibility when a package is lost. Ever since the first order issues Ive purchased in stores, I was hoping this new package wouldnt have the same issues but here we are. I will be satisfied when I am refunded for this order, obviously there are more efforts to work against me than with me so after I receive this refund I will no longer be purchasing online. 
  
  Regards,
  
  Rianlloyd Rian

• Initial Complaint

  Date:04/29/2025

  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 some clothes fair my daughter and granddaughters. They were delivered to my neighbor instead of me.

  Business Response

  Date: 04/30/2025

  Hello Sydney,
  
  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:04/28/2025

  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 to Abercrombie. The order was lost in transit. I provided the order number and tracking. Abercrombie provided the return label. I returned it on 4/4/25. I have been chatting with Abercrombie representatives for weeks. I have screen shots of employees telling me to come back 04/25 so its been 3 weeks, and they will issue my refund.I did that and was told he couldnt help me and hed get my info to a specialized team.I chatted again today, and was told the same thing.I also emailed them. I received an email stating they didnt receive the correct items, and will not refund me, unless I can prove otherwise.Ive been ordering for years from Abercrombie and have spent thousands of dollars with them. Im appalled by the customer service.I paid through Klarna and was told they would not resolve the issue, Abercrombie would need to.I do not have the items. I do not have proof that they were returned as Im not in the habit of taking photos of items before sending them back.

  Business Response

  Date: 04/30/2025

  Hello ********,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter!
  
  We would like the opportunity to review your concerns and discuss this situation with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 04/30/2025

  [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:04/28/2025

  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.

  Ordered an item and utilized ship to store. Went to pickup & given someone elses package. Called the store once home & was told unfortunately they cannot ship my item and I would have to come back to the store (which is not close) and asked to return other persons item! Called customer service & was on for 45 minutes while the *** tried to charge my card $40 to resend item with expedited shipping. Told me I would be on hold another 45 minutes for a resolution specialist. Was so frustrated, I just hung up. THE WORST CUSTOMER SERVICE EVER.

  Business Response

  Date: 04/30/2025

  Hello *******,
  
  Thank you for taking the time to contact us via the BBB. We're sorry to hear that this matter was not resolved prior!
  
  After reviewing the order details, we understand that you received the wrong order and contacted our care team for a resolution. Regrettably, your order is in a status where it can't be fully canceled, which is why our team requested that the order you received be returned. It could then be canceled and refunded.
  
  Unfortunately, we are also unable to override this order's status and therefore can only offer a refund for the order. Therefore, a refund in the amount of $19.99 was issued as of April 30th, 2025, and will be reflected back to your Apple Pay payment method within 3-5 business days. If possible, we do ask that you return the incorrect item you received at your earliest convenience.
  
  If you have any questions or concerns in the future, please don't hesitate to reach out to us at ************************************************** or even chat with us on our website!  We'd love to help.
   
  Thank you for shopping with A&F.
  
   
  Customer Care
  ********************** & ******************** 

• Initial Complaint

  Date:04/28/2025

  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.

  Jul ,27th,2024 I never received my order, and I promptly informed A&F customer service, but I didn't receive any assistance. Despite my multiple attempts to contact them through phone calls, live chat, and emails, I have been ignored.Ellin

  Business Response

  Date: 04/30/2025

  Hello *****,

  Thank you for taking the time to reach out to our customer care team via the ********************!  We are so sorry your experience wasn't the best.

  We have reviewed your communication with our team, and have confirmed that our specialized team sent an email to you on February 7th, 2025 regarding this matter. That email served as our final response regarding this situation. If you have not received the email, please let us know so we can have it resent to your inbox. 

  Thank you for your attention.

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

  Customer Answer

  Date: 05/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23259597
  
  I am rejecting this response because: 

  
  Thank you for your response. However, I must clarify that A&F failed to address my initial concerns and did not provide any support or assistance from the outset regarding the issues I raised. Despite multiple attempts on my part to seek  resolution for the undelivered order which never happened and later trying to obtain the company's legal information, my requests were consistently denied or ignored.
  
  This lack of support and transparency is unacceptable, and I am disappointed that my concerns have not been properly acknowledged or addressed. I expect a more thorough and proactive approach to resolving this matter.
  
  
  Regards,
  
  Ellin O

• Initial Complaint

  Date:04/26/2025

  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.

  Order: *********** I sent a return last Friday. I was issued a tracking number via ***** (see tracking below). Tracking shows that it was delivered on the 21st and my refund has still not been processed. **************** has attempted to say that just because it states it was delivered, does not mean that it has. In other words, their issue now lies with ****** not the customer, but they refuse to issue my refund. This is theft.

  Business Response

  Date: 04/28/2025

  Hi *****, 

  Thank you for contacting us via the Better Business Bureau regarding your return and refund for order 21176132454!

  We apologize for any confusion this return process as caused!  We see with the return tracking on your package that the return was received by our ******************* on Monday, April 21st. Once a package has been marked as delivered, it can take up to 6 business days for the return to be checked in and your refund processed. 

  We see a refund in the amount of $58.85 has been issued to an e-gift card on April 27th. You will receive an email confirming the order for this e-gift card refund. For reference, the order number is 21180453574. It can take up to 48 hours to receive an additional email with the gift card details.  

  If you have any further questions or concerns, please reach out to us once again at *************************************************************************** for additional assistance. 

   

  ***

  Customer Care

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