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 Company

  720 5th Ave Fl 8 New York, NY 10019-4107

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:01/11/2023

  Type:Billing 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 have contacted Abercrombie repeatedly via email, chat, phone as well as in store, regarding order *********** in the amount of 498.76 and the fact that I have returned every single item from that order, yet they continue to tell Klarna i still owe them money. I have notified them various times that the amounts they were refunding me for the items were not the prices that I paid which was resulting in a lesser refund. I ended up returning every single item from the order to make it as black and white for them because their brains are not competent enough to comprehend the issue. But, they still have acted negligently and gaslit me at every reach out. Its been well over a month since I returned every single item but they refuse to resolve. At this time, this is theft, and they have knowingly stolen from me. Even the manager at the Woodbury Commons store was shocked and appalled at how my returns were being handled. He would try to call corporate while i was there, all three times that I went to try to rectify this. However, not once did we get corporate, nor an english understanding person on the other end. As of my last visit there, I was told that corporate would review and the returns would even out to the amount once they made their adjustments. I even wrote them again demanding my money be returned to me, a month ago, but they neglected and ignored. In fact, ive written them numerous times, often very heated due to the escalated issue and theft but nothing. Its been over a month and Klarna still wants to charge me for items I no longer have. I chatted with someone today, ****, and he was just as incompetent as the rest. No one is willing to do any actual work to resolve this theft.

  Business Response

  Date: 01/12/2023

  Thank you for reaching back out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch.

  We are very sorry to hear you are missing a full refund for your in-store return on order ***********. After further review, we see the entire order in the amount of $498.76 has been refunded to your Klarna account. The last refund in the amount of $131.62 processed December 1, 2022. It can typically take Klarna 14 days to process and update your invoice. We have attached proof of the refunds that have processed in Klarna's own system they own and control. If you are not seeing your full refund, please reach out to Klarna directly from there site with the proof provided.

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,
  ********
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer Answer

  Date: 01/26/2023

  You did not refund that much to me and need to settle up with Klarna because they are still trying to charge me $13.40 BECAUSE, you did NOT refund me the full amount of my purchase, which has been 100% returned. 
  

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is regarding order #***********. I returned the items because the quality was terrible. Instead of receiving a refund as I expected, I was issued a gift certificate because I did not return the items within 30 days of my order date. However, it was nearly impossible for me to return the items within that window because of shipping delays on their end.
  
  I placed the order on 10/29/22 and didn't receive the items until 11/17 and 11/22 (there were multiple packages) because there were shipping delays. Because I was traveling for Thanksgiving and then got sick and had to quarantine, I wasn't able to mail the items back until a few days after the standard return period. On 12/10/22, they issued me a gift certificate for the value of the items I returned. While I understand their policy requires I return items within 30 days of ordering them to receive a refund, the fact that I received my items so late gave me an unreasonably small window to actually get the items back to them, especially because there was a holiday. Because of this, I think I should receive an actual refund.
  
  I contacted them multiple times about this issue and only received automatic email responses instead of responses from an actual person. When I reached out to them via chat, they couldn't make an exception.
  
  A+F's return policy is problematic and deceptive since the customer has no control over when they'll receive their items. I feel they are holding my money hostage by issuing me a gift certificate instead of a refund. I have no desire to do business with this brand again--their customer service and the quality of their goods is very poor. Please help!

  Business Response

  Date: 01/11/2023

  Thank you for reaching back out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch.

  We are very sorry to hear the items were not up to our brand standard and the return was processed after our return policy timeframe. Just to clarify the policy, we have a few different return scenarios. First, you can return to a store within 30 days of your order's shipment date for a full refund to your original payment method! Second, you can create an online return request within that same 30-day time frame. And finally, if you do not create an online return request, then your mailed return must arrive and be processed at our Distribution Center within that same 30 days to receive a refund to your original payment method. You can find out return policy on our site at the bottom of our homepage.

  We sincerely apologize if this is confusing! For this order ***********, when our Distribution Center was finally able to receive and process the package, it had been more than 30 days, so your refund was sent to an e-gift card instead of your original payment method. For any future returns you may have, I highly recommend submitting an online return within the time frame mentioned above! That can help us track your package easier, as well as can even help to get your refund faster depending on your return status!

  As a courtesy, we have gone ahead and removed the funds from the e-gift card you received and have issued the refund to your original payment method instead! A total of $465.84 was removed from that gift card and sent to your Visa ending in **** as of today January 11, 2023. Please note, it can take 3-5 business days for the funds to complete processing back to your account. Also, no automated email is sent to confirm this refund so please keep an eye on your account details to see when those funds may become available to you!

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,
  ********
  Customer Service
  Abercrombie & Fitch

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Hello I have made a purchase with this company an I have had a issue with packages been stolen I was told that I will receive a full refund now I am being told something different, I understand thing happen an also this is the holiday season and a lot of people packages have been stolen. The order number is ***********. I know that the phone calls have been recorded an they can go back an listen to to supervisor telling me that I will get a full refund. Each person I have spoke to have gave me nothing but attitude as if it was my fought that the package was stolen.

  Business Response

  Date: 01/10/2023

  Thank you for reaching back out to us via the Better Business Bureau regarding your order with Hollister Co.

  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving your order ***********. When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders that were not received that were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery.

  After careful review, we have confirmed that the package you contacted us about, which was delivered on December 13, 2022, was indeed delivered to the correct address listed on the order. As a result, we cannot move forward with your request for a replacement or a refund. If you feel the package was stolen, we recommend working with the local authorities to report the theft.

  We would be happy to price match a new order with free standard shipping! If you are concerned about your packaging arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team at Hollister Co.

  We apologize for any frustration this may cause you. Thanks for choosing Hollister Co. and have a nice day!

  Sincerely,
  ********
  Customer Service
  Hollister Co.
  
  

• Initial Complaint

  Date:01/08/2023

  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.

  I placed an order 12/19 and paid for expedited shipping with the expectation that my order would arrive 12/22. When 12/22 came around, my order had not yet arrived, so I spoke to customer service and they refunded the expedited shipping costs.
  My order arrived 12/23 and unfortunately the dress did not work out. I used the shipping label that was provided in the package and never heard a word back. I submitted an inquiry to customer service and they have told me the entire order was refunded 12/22. This is incorrect and also not logical as the order was delivered 12/23, so why would the entire order be refunded 12/22. Only the expedited shipping was refunded 12/22 as the order wasn’t delivered by the date initially stated. Their customer service is despicable and keeps stating the same thing. They almost sound robotic. This business truly doesn’t care about its customers. They will just continue to lie to you and it is so sad. I just want my money back for the dress I shipped back.

  Business Response

  Date: 01/10/2023

  Thank you for reaching back out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.

  We are very sorry to hear your return took longer than usual to process on order *********** due to high volumes in our Distribution Center during this time of year. After further review, a refund in the amount of $56.67 processed January 9, 2023, for the return. It can take the refund 3-5 business days to reach your PayPal account. The last full day for the refund to reach you is January 16, 2023. 

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,

  ********
  Customer Service
  Abercrombie & Fitch
  

  
  

• Initial Complaint

  Date:01/06/2023

  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 did a pick up in store order on 12/26/22 for two items. I’ve done BOPIS orders plenty of times with Abercrombie before. Normal protocol, you order, you wait for a confirmation email, then you wait for an email stating your order is ready to be picked up. I have waited almost two weeks for an email letting me know my BOPIS order was ready. I checked my abercrombie account & it has said “IN TRANSIT TO STORE” for at least a week now. I contacted customer service, they told me my order has BEEN at the store for days. Not only did I never get an email, my account never updated with any sort of tracking # & it always said “in transit to store”. You only have a certain amount of days to pick up your items once it arrives to the store - so now I am screwed & either have to take a loss on my items or rush to the abercrombie store to hope my product is still there. All customer service could do was sent me a FedEx tracking number repeatedly- which might I add, I should of already got that sent to my email (or added to my account), but instead i’ve been waiting for almost two weeks with zero updated & now am unable to pick up my items.

  Business Response

  Date: 01/10/2023

  Thank you for reaching back out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.

  We are very sorry to hear you were unable to pick up your order *********** in store. After further review, a full in the amount of $48.00 was processed January 9, 2023. It can take the refund 3-5 business days to reach Visa ending in ****. We would love to make your next experience with us even better. For the inconvenience this has caused, I have sent you a 30% off to your email address. 

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,
  ********
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:01/02/2023

  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.

  This complaint is regarding order #***********. The package was sent out and according to the website, the two items I ordered should have been sent together in one shipment. When the package arrived, I had only received the bralette, and the jeans I ordered were not included, nor were they on the packing list included inside. I received no alerts that the items would be shipped separately, so my assumption has been that the jeans were simply forgotten. I reached out the same night to Abercrombie’s customer support, and asked for a reshipment. The next day, I received an email stating they were denying the refund (which I hadn’t requested), and said I could request additional help. Their reasoning for denial was that I had two packages in the past where items were not included. Not sure how that’s my fault as the consumer, and not the shipping departments fault, but anyway. I replied for additional assistance and heard back that they would resend the item. Having not received any confirmation or email updates, I called back in and the agent stated they were escalating this issue. I finally received another email back on 12/30 stating:
  “Thank you for your patience while our review team took another look at the delivery dispute for order #*********** on your account.
  
  After further review, the team has decided to uphold the original denial. While we understand your disappointment in our resolution, our decision is final.
  
  For delivery investigation, please open an investigation with the courier company. For reimbursement options, you may reach out to your bank/financial institution.”
  
  I’m speechless that the blame is somehow being placed on me, the consumer, for obvious lack of quality assurance from their team.

  Business Response

  Date: 01/04/2023

  Hi ******,
  
  Thank you for reaching out to us via the Better Business Bureau regarding your refund request.
  
  We are so sorry to hear there was an issue with receiving all the items on your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order ***********.  
  
  We confirmed that this decision was reversed, and the refund was approved on January 4th. A refund was processed in the amount of $81.85 back to your PayPal account. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  And please don’t hesitate to reach back out to us directly with any other questions or concerns you may have; we’d love to help!  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:01/01/2023

  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.

  My order number *********** , I was told I would given a refund for missing item and later on got a email telling me they won’t help me due that they did the send the item and are not liable once leaving it’s warehouse, this place is super unprofessional no type of help at all I am missing black pants and pink sweater and a black dress and was told to file dispute for FedEx I tried because it was smart post only seller could only file dispute here is proof that only seller could file

  Business Response

  Date: 01/04/2023

  Hi ******,
  
  Thank you for reaching out to us via the Better Business Bureau regarding your refund request.
  
  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving some items in your order. When items or a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders or items that were not received that were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery. 
  
  If you believe that your packages have been stolen, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####.
  
  And please don’t hesitate to reach back out to us directly with any other questions or concerns you may have.  Thank you for shopping with Hollister Co.
  
  Sincerely,
  
  ****
  Customer Service
  Hollister Co.
  
  

• Initial Complaint

  Date:12/31/2022

  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.

  This company is one of the most unprofessional and ridiculous companies I have ever dealt with in my entire life. I am contacting in about my order #*********** that I placed on December 30th 2022 with Hollister Co. online. This order was 4 pairs of black jeans and due to inventory issues the order was cancelled, but only 3 of the jeans were cancelled. This company tried to then send me one pair of jeans ($25) and still charge me for same-day delivery ($10) so I contacted them and they waived the delivery fee. I told them time and time again that I did not want the one pair of jeans if they could not properly fulfill my entire order, but they still choose to process my order and not cancel it as they were supposed to. Then one of their agents had the nerve to tell me to "wait until the order arrives and go back to the store and return it" this is the store in NJ and I live in NY. So, basically what Hollister Co. is just able to send people whatever they want whenever they want and I have no say or ability to cancel the order. The one pair of jeans was not even delivered on the commitment date which was December 30th 2022 since it was same-day delivery. So, just to recap you guys have refused to cancel the order even though you modified my order without my consent, you are sending me something I did not order that is of a different amount, you did not fulfill this order and deliver it on the commitment date, and you are now not even crediting back for this order even though this was 100% your mistake. If this is not resolved by Monday I will be disputing this with my bank as a fraudulent transaction because you do not have the right to modify my order without notifying me and not allow me to cancel it. So, if this is the game you guys want to play and you want to follow through with sending me something I don't want then I guess you will be sending it for free because I won't be paying for it per my bank dispute.

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.

  We are very sorry to hear your items were not in stock to be shipped out and for all the inconvenience this has caused. After further review, the entire order *********** was cancelled January 1, 2023. The authorization hold in the amount of $110.00 can take 5-7 business days to drop off your Visa ending in ****. The last full day for hold to drop off is January 10, 2023. If you are still seeing this hold amount after the timeframe, please let us know by contacting us directly. 
  

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,

  ********
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 01/05/2023

  I still see that there is another order that was shipped on my account. I asked for all orders to be canceled when I called in because I no longer wanted to do business with Hollister due to the poor handling of my order and lack of decent customer service. Another order *********** should have been canceled as well but it was not. It seems like whoever is working the Hollister customer service lines is not capable of resolving anything because every issue that I was assured would be resolved has been over looked and ignored therefore causing further issues. If this order is not refunded I will be proceeding with a dispute as my patience has run out. 

  Business Response

  Date: 01/05/2023

  Thank you for reaching out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.

  We are very sorry to hear your order was unable to be cancelled. I was able to process a refund in the total amount of $100.00 for order ***********. It can take the refund 3-5 business days to reach your Apple Pay account. The last full day the refund has to reach you is January 13, 2022. 

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,
  ********
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 01/06/2023

  Thank you! I appreciate you guys fixing this issue.
  
  
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:12/30/2022

  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 have been dealing with this for Days and have spent hours on this we were in the Tyrone Mall Store in St Petersburg FL on 12/27 at about 1:15PM. The employees name were ** and *******. ** was wearing a winter puffer jacket with his hood on. I have been over and over what happened when we tried to return something and the staff were rude and laughing. My kids were embarrassed by the way we were treated We just wanted to return the pants when we first got there and the kid said that we could return the for 49.95 in credit and so she looked for like 30 minutes and found things to get and then would not let us return them. By this point putting hours into this talking to several people at the company why don't you just treat the customer right and give a gift card and we will send the pants to you Have been told by a couple supervisors would get follow up call and would be reported to district manager but never did per last supervisor l, the company doesn’t lot care about customers

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to us via the Better Business Bureau regarding your purchase with Abercrombie & Fitch.

  We are very sorry to hear you did not have a good store experience and were unable to return your jeans in store. Per our return policy, to receive a refund to your original payment method, items in resalable condition must be returned within 30 days from the purchase date. Please note that we cannot accept returns without your receipt, invoice, or order confirmation. You can review this information by clicking the online returns link at the bottom of our site. 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 further. A member of our Customer Care team will be contacting you shortly via email.

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Customer Answer

  Date: 01/12/2023

      The consumer indicated by phone that the business had resolved their complaint.

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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 purchased a pair of jeans in store on December 17th and realized I was charged full price even though they were on sale for 52 dollars. I called customer service when i got home and was told that it was possible to process a refund through the payments department manually and that it was approved and would be confirmed within 24-48 hours. I was given a reference number for my issue because I wanted confirmation that the price adjustment would be honored. I was assured multiple times that my refund would be processed, so I took the tags off and waited for my refund.
  
  Reference number: ******
  
  After no email or reach out I followed up with customer service on december 20th. I was again told that the payments team would reach out to me confirming my price adjustment and confirmation of refund. I still received no response and no refund posted to my bank.
  
  I called again today, December 29th, and still no confirmation that my refund is in process and it’s been almost two weeks. If i had known i would have simply ordered the jeans online and returned the in store purchase, but i was assured i would get my refund three times before my last call today. Which was conveniently dropped after I requested to speak to a supervisor.
  
  Continually i have been told they will email within 24-48 hours and it never happens, very disappointed with this level of service.
  
  I have been told the same thing on each call that my refund would be confirmed by the payments team but I have received no refund or confirmation of progress. I have never experienced such a confusing and cyclical customer service experience and i feel like I have been stonewalled continually and not assisted with my concerns or given my money back.

  Business Response

  Date: 01/04/2023

  Thank you for reaching out to us via the Better Business Bureau regarding your purchase with Abercrombie & Fitch.

  We are very sorry to hear you are having a hard time receiving a price adjustment on your in-store purchase. Due to high volume from the holiday season, we apologize for not reaching out sooner. After further review, a partial refund in the amount of $9.80 was processed January 3, 2023, on the in-store purchase and you were informed by email. We have also processed an additional refund of $20.29. It can take the refund 3-5 business days to reach your card ending in 4997.
  

  For future reference for our price adjustment policy, an item qualifies for a price adjustment if the purchase was made within the last 14 Calendar Days, the exact same item is still in stock (same color, style, and size) and the item's price on the website is lower than what the customer paid.

  We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!

  Sincerely,

  ********
  Customer Service
  Abercrombie & Fitch