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Abercrombie & FitchThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 709 total complaints in the last 3 years.
- 347 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/28/2022
Type:Customer Service IssuesStatus: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.
2 online orders for in store pick up were placed on 11/14/2022, Order #*********** in the amount of $223.63 and Order # *********** in the amount of $212.20. Went to the store on 12/11/2022 to pick up the 2 orders and was told they had expired because we did not pick up by 12/1/2022. We were able to get the items we wanted but had to pay for them a second time (CC was charged on 11/14 when orders were placed). We were told a credit would be issued for the original orders.
I called customer service on 12/21/22 because I still hadn't received the credit for the original orders. I was told the orders had not expired and I needed to call the store directly. I called the store and was told they no longer have the orders because the are too old and to call customer service again. I called customer service again and was told a request for the orders to be expired was submitted and awaiting approval and I should see the credit within 3 days.
On 12/28/22 I still have not received the credit. I called customer service again and was told they are still waiting for approval. I'm currently on hold waiting for a supervisor. I have been on hold for over an hour.Business Response
Date: 12/28/2022
Thank you for reaching out to us via the Better Business Bureau regarding your orders with Abercrombie & Fitch.
We are very sorry to hear you have not received a refund for the orders you did not receive in store. After review, two refunds processed today December 28, 2022, for both orders. A full refund in the amount of $212.20 processed on order ***********. Another full refund in the amount of $223.63 processed on order ***********. It can take the refunds 3-5 business days to reach Visa ending in ****. The last full day for the refunds to reach you is January 4, 2023.
We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
********
Customer Service
Abercrombie & FitchCustomer Answer
Date: 01/04/2023
[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:The refund finally posted to my account today 1/4/2023.
I accept the business's response to resolve this complaint.
Regards,
***** *********Initial Complaint
Date:12/24/2022
Type:Product IssuesStatus: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 a problem with my order ***********. The issue is all about the return of the order for which I haven't been refunded properly as I should. At first, I have contacted the customer service associate to ask for a return instructions. After receiving prepaid shipping label with UPS carrier, I've dropped off the return package in the UPS Access Point. Then after like a week or two I have received a call from UPS informing me that for some reason the shipment couldn't be delivered to the return address specified in the shipping label I got prepared from the merchant. The agent advised me to contact Abercrombie in order to resolve the issue. So I did, the customer service representative rather quickly requested a refund for my order. I was happy seeing that my issue is resolved so quickly. However, that time I didn't know what is about to happen soon. The refund wasn't processed at all, after another few contact attempts I have received some weird e-mail from "specialized" team that basically denied my request (?). I am literally left without the items purchased and the money paid. I would love to resolve this issue as soon as possible.Business Response
Date: 12/27/2022
Thank you for reaching out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch.
We are very sorry to hear you had a hard time with your return on order ***********. After further review, we can see a full refund in the total amount of €426.80 processed December 24, 2022. It can take the refund 3-5 business days to reach your account. The last full day for the refund to reach you is December 30, 2022.
We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
Shawntel
Customer Service
Abercrombie & FitchInitial Complaint
Date:12/22/2022
Type:Delivery IssuesStatus: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.
Yea y'all didn't actually do anything besides refund an order that y'all couldn't be bothered to find out what actually happened. Since you all decided customer service wasn't worth it, I guess it's time to put you on blast. Ordered a jacket for my husband for Christmas on 12/14. Order was supposed to arrive for store pickup on 12/20. No word by 12/21 so I called customer service. First rep claims the package was lost. I asked to escalate to a supervisor. Supervisor ***** got me a tracking number and assured me the package would be available for pickup the next day. Tracking number shows delivered so I called the store who claims it never arrived. Contact customer service again through chat who says to wait another day that the tracking might be wrong. I ask to escalate and am denied. So I call, first rep I speak to claims there are no supervisors working. I get on Twitter and dm, they just refund without me asking them to. I literally just want what I ordered. So I call again. Next agent takes down my info then keeps offering no solutions but to wait another day or reship the item after I'd already been told it is now out of stock. I ask to escalate again and keep getting denied. I demand to talk to someone else, supposedly get transferred, and then promptly hung up on. Have yet to get an answer, now out about 150 bucks for an order til they refund it and still don't have the item I ordered that was supposed to be a gift. I don't think I've ever been more frustrated with a company in my life. It's clear you all aren't going to do anything but spout more company rhetoric instead of fixing the issue.Customer Answer
Date: 12/27/2022
I want them to both apologize for the whole mess and to get the item I ordered to me. I will be more than happy to give them the money for the item since I never requested a refund to begin with. At the very least if they are unable to get the item to me, I want a direct apology for this whole mess and for them to implement a better training system for their customer service reps.Customer Answer
Date: 12/27/2022
Sure, you have permission to modify.Business Response
Date: 12/27/2022
Hi *******,
Thank you for reaching out to us via the Better Business Bureau regarding your missing order!
We are so sorry to hear that your order was never received! We completely understand your frustration, especially given the timing of the holidays! Upon closer review, we do see that your package was marked as delivered by the carrier on December 22nd. We do show that the carrier notated the person who signed for the package as well.
We did call the store personally to investigate further, but the store confirmed that they did not have the package in their possession, nor did they recognize the name notated by the carrier as the recipient. This indicates the package may have been delivered to the wrong location by the carrier, but unfortunately there is no way for us to confirm that with 100% accuracy as there was no photo provided to confirm delivery. We sincerely apologize that this package was lost!
In these kinds of situations, we do have the option of either requesting to send a replacement out at no additional cost, or request a full refund for the order. If the items is out of stock at the time of the request, then sadly there is no way for us to send out a replacement and can only offer a refund instead. We understand this is not the ideal situation, especially when your order is a gift for someone, but unfortunately it is our only option at the moment in this particular scenario.
We have been sure to review each of your interactions with our Customer Service agents as well. We are truly sorry for any confusing or misleading information that may have been provided to you! We have been sure to gather the details of your feedback and interactions with our agents to be sent to the appropriate teams for any corrective action that may be necessary.
While we regrettably do not have the specific coat you initially ordered in stock at this time, we would love the opportunity to help you get another one! We can honor the same price you originally paid on a similar replacement if you’d like, or the current sale price, whichever is better! On top of that, we can honor an additional 20% off plus free expedited shipping directly to your home! We have reached out to you directly via email to help facilitate that process as well, please keep an eye out for that email!
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 Hollister Co!
Sincerely,
****
Customer Service
Hollister Co.Initial Complaint
Date:12/22/2022
Type:Product IssuesStatus: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 for my daughter online for several items. The items did not fit her, so I returned the items using the shipping label provided by Hollister. The order was received back by Hollister on 11/26/2022. I have been calling Hollister customer service every week since the items were returned back to inquire about my refund. The customer service center is outsourced to another country and all they can tell me is my refund will be processed. I then receive an email that my order has been canceled. I'm not sure how it can be canceled if I already returned it. I ask every time I call in if I can speak with a supervisor or someone in the US and they immediately act like they can't hear me and then hang up on me. Order#*********** It has been nearly a month since they have received the return and yet I have not been refunded.Business Response
Date: 12/27/2022
Thank you for reaching out to us via the Better Business Bureau regarding your return with Hollister Co. We are very sorry to hear you had a hard time reaching us directly and did not receive a refund for your return on order ***********. After further review, I see the return was scanned as delivered on December 1, 2022. Once your return package has reached one of our carrier’s consolidation hubs it may be marked as ‘Delivered’, prior to arrival at our Distribution Center. A ‘Delivered’ scan does not always mean the return package has been received by our Distribution Center or has been processed yet for a refund. Typically takes up to three weeks for your return to be delivered, processed at our Distribution Center, and for the refund to be initiated to your account. We apologize for the delay in processing due to higher volumes in our Distribution Center around the holidays. We were able to process a full refund in the amount of $125.83 for the return. It can take the refund 3-5 business days to reach your Visa ending in ****.
We apologize for any frustration this may cause you. Thanks for choosing Hollister Co. and have a nice day!
Sincerely,
********
Customer Service
Hollister Co.Customer Answer
Date: 01/09/2023
I was never asked to reply to the response and I never received the refund that they claimed they would send.Business Response
Date: 01/10/2023
Thank you for reaching back out to us via the Better Business Bureau regarding your return with Hollister Co.
We are very sorry to hear you have not received your refund from the return on order ***********. After further review, we can confirm a refund in the amount of $125.83 processed December 27, 2022, onto Visa ending in ****. Typically takes 3-5 business days to reflect. To assist you with locating the refund, we have provided the transaction reference for the order below and attached a photo. You can contact your bank with this transaction reference to locate the refund.
Transaction Reference: ************************
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:12/21/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 12/9/2022
Amount in question: $178.20
Order #: ***********
Item: Wool-Blend Dad Coat (item# *********)
Complaint: Made purchase for 2 in stock items at Abercrombie & Fitch online for SAME DAY in store pick up for at Perimeter Mall (Atlanta, GA) Received email 12/9 that 1 item was ready for pick up, but other item was no longer available. Instead of giving option to cancel the item, A&F automatically shipped the item from the warehouse to Perimeter Mall store.
12/9/22: I reached out to customer service via chat on company's website to cancel the item. Customer rep said cannot cancel as already in process of shipping but can issue expiry notice so that once arrives at store & associate scans item, will automatically cancel and issue refund.
12/14/22: I received email that my item was ready to be picked up at the store. I called store to cancel - they say they cannot do this & to contact customer service. I then open chat and am told once again that a new expiry notice has been issued and to expect refund in 3 days.
12/21/22: STILL NO REFUND. I call store - they cannot even locate the item at this time, so I open another chat with customer service. I am told they cannot issue a refund until they receive the item, but the item has been received - I WANT A REFUND IMMEDIATELY for the $178.20 and an added bonus would be to be compensated for the amount of time and energy I have wasted on this brand for something I have never had an issue with at other businesses/online shopping. 3+ hours of back and forth with customer service agents. This is absolutely unacceptable.Business Response
Date: 01/05/2023
Hi *****,
Thank you for reaching out to us via the Better Business Bureau regarding your refund.
We are truly sorry to hear of the confusion surrounding your refund and the processing time frame! Upon closer review, we do see that our Customer Service agents did attempt to request for the store to initiate a refund as quickly as possible, but unfortunately that request did not process as expected. We’ve been sure to send the details of this error along to the appropriate internal teams for further investigate and corrective action. We are sincerely sorry this error affected you so much!
We are thrilled to confirm that your order has been refunded in full as of December 23rd, 2022. An initial refund of $56.70 was sent to your PayPal account as of December 10th, and the remaining balance of $178.20 was refunded to the same PayPal account on December 23rd. Both refunds should have completed processing back to your account within 3-5 business days of the date they were issued, so you should see them reflected by now. If you don’t see the funds in your account linked to the PayPal payments, the funds may have transferred to your available PayPal account balance, so we recommend double checking there as well.
As a courtesy for this frustrating and extensive ordeal, we have created a brand new e-gift card for you in the amount of $25 at absolutely no cost to you! To clarify, you will receive an order confirmation for this gift card, but we can assure you that you have not been charged in any way. The gift card itself will arrive within the next 72 hours at most. For reference, the order number for this gift card is ***********. Please keep an eye out for that!
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 & FitchCustomer Answer
Date: 01/13/2023
I accept the business's response to resolve this complaint.Initial Complaint
Date:12/21/2022
Type:Product IssuesStatus: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.
Two online orders were placed with Hollister. Both orders had two items.
First online order Info.
Order #*********** had two of the same items in different colors totaling $20.55. Once received, an exchange was requested via email for a different size. The original items were returned by mail and the new sized items arrived by mail to complete the exchange. Unfortunately, the new sized items did not fit either. I went to the store to return both items from the exchange order. Only ONE item from the order pulled up on the store register and only one was able to be credited by the store employee. That return information:
Order: ********* RETURNED
placed: 11/19/2022
store: Tanger Outlets Phoenix
Order Total -$10.28
Second online order info:
Order #*********** has two items totaling $28.18. One didn’t fit and rather than exchanging, a return was sought in store. The item did not pull up on the register for the store employee.
Two items not found on store register:
The manager was called to figure out why the two items would not pull up. She told the store employee that she would have to call customer service and complete the return over the phone. The store employee followed that direction and spoke to customer service for about 25min. from the store phone. That store info:
Tanger Outlet Mall, Hollister
6800 N 95th Ave
Glendale, AZ 85305
United States
###-###-####
The store employee told me the return was completed over the phone. She said she would take the items and I would receive an email with the information. I called the manager over and said I’m not comfortable leaving the store without a receipt that the items were returned and my account credited. The manager and I both took pictures of the two returned items with our phones and said we’d use these if there was an issue.
The refund was never provided. The two items only totaled a return amount of about $25.I’ve called multiple times (45min calls) hollister customer service is unable to process.Business Response
Date: 12/27/2022
Hi ****,
Thank you for reaching out to us via the Better Business Bureau regarding your missing refunds!
We are truly sorry to hear of the confusion and frustration surrounding these returns and exchanges! We absolutely want to be sure that you get all refunds due to you and sincerely apologize for the delay and frustration in this situation.
Upon closer review of your order *********** (with exchange order ***********), we are happy to report that an initial refund of $10.27 was issued to your Apple Pay account on November 22nd. The remaining balance of $10.28 has been refunded as of today, December 27th! Refunds to your Apple Pay account normally take about 3-5 business days to complete processing, so you should already see the first one, but the second refund is on its way to you! Also, many times these refunds won’t process directly back to the card linked to your Apple Pay account, but rather will be added to your iWallet, so we recommend double checking there to see if those funds may be available to you!
We are thrilled to report the jeans mentioned from your order *********** have also been refunded in full! A refund of $12.53 was issued to you on a new E-gift card as of December 26th! For clarity, the order number for this new E-gift card is ***********. Our records indicate that email was sent to the email linked to the original order on the 26th at 3:41 EST. If you have not received that, please contact our Customer Service team directly; they would be happy to provide that gift card information to you!
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 Hollister Co!
Sincerely,
****
Customer Service
Hollister Co.Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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 never experienced such a level of disrespect and disregard for a customer like the one I experienced from Abercrombie. I returned items using the label provided by Abercrombie, followed their instructions and requested a refund on original payment method. Instead of refunding me via original payment method, as requested, they emailed me an e-gift card. Less than 20 minutes after receiving the e-gift card, I reached out to customer service to understand what had happened and they explained that the system had automatically processed a gift card. When they tried to fix it and tried to refund me to my original payment method they informed me they were not able to do it because (surpise!) the gift card I was calling about had been used twice on the same day I had called. I obviously did not use the gift card hence why I spent almost an hour on the phone with three different customer service representatives (I know the calls are recorded so that can all be verified) attempting to receive the refund on a credit card. The only other individuals who ever had access to the gift card information where the customer service representatives that I spoke to on the phone. After explaining this to customer service, they informed me that the only way they could look into it was if I filed a police report. Wanting this issue to be resolved asap, and feeling concerned about this breech of privacy and someone having used the card, I went to file a report but sure enough when we checked the balance of the gift card on the website we found out it wasn't even a valid gift card in the first place. To summarize this horrible customer service experience, Abercrombie first refunded me incorrectly, then alleged that my gift card had been used and had a zero balance, had me waste my time to go to the police department all while never having provided me a valid gift card in the first place.Business Response
Date: 12/20/2022
Thank you for reaching out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.
We are very sorry to hear you did not have a good experience with us regarding your return. We strive to provide the best service possible to our customers. After further review, I see a system error occurred when the return processed in our Distribution Center. Your return was processed within 30 days from the shipment date and should have generated the refund onto your original method of payment. We have processed a refund in the total amount of $267.60 onto your ****** account. It can take ****** 14 days to process the refund and update your invoice. For all the inconvenience this has caused, we have also provided a 30% off discount code sent to your email address you can use on your next purchase with us.
We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
********
Customer Service
Abercrombie & FitchCustomer Answer
Date: 12/21/2022
[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.
Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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 on line a blouse and paid $35.70 and didn’t like it when I received it so I took it back to one of your stores in person and returned it . They told me that I was going to get my money back 3 to 5 business day . The purchase was made 11/28 /22 and today 12/19 and hasn’t received anything yet. I called customer service so many times and every person said something different . And nothing gets done . This is a very very bad customer service . I don’t know if I would be making purchases in this store anymore . Please refund my money . It may not be a lot for you but it is for me . I need help to get my money back . I am so stressed about this already . I need your customer for so so many years . This shouldn’t happen to anybody. Thank you .Business Response
Date: 12/20/2022
Thank you for reaching out to us via the Better Business
Bureau regarding your order with Abercrombie & Fitch.We are very sorry to hear you did not receive a refund for
your return in store. After further review, an email was sent by us directly on
December 18, 2022, explaining your financial institution has an issue with accepting the refund. We have offered an alternative solution and would love to further
assist you. If you could please respond to the email we sent at that time directly that would be
great so we can process your refund as quickly as possible.We apologize for any frustration this may cause you. Thanks
for choosing Abercrombie & Fitch and have a nice day!Sincerely,
********
Customer Service
Abercrombie & FitchInitial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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.
November 18th I made a purchase from Hollister online for a $20 Jean sale for Black friday. After reading the reviews stating that the jeans ran extremely large, I went one size down from my normal size, a 1. As it turns out the reviews were wrong because they're for several pairs of pants. The jeans were too small I exchanged for 3. When I received the pants I picked them up from my local store just a few days later because they had them. When I got home I realized they had a huge white staring on the crotch. I reached out through chat they asked for photos, and asked me to make an exchange online. It wouldn't allow me to do the exchange only refund so she told me no worries do the refund option and she would send a replacement and it wouldn't affect it. A week later I never received it or any emails so I reached out again and was told the replacement had been processed just waiting for it to ship. Again nothing had processed so I reached out again and I was told that I have been lied to. That they had never processed another pair of pants. They tried to offer me a 20% off coupon to rectify the issue. I informed them that I still needed the jeans and that they were selling out. Nobody would respond to my email nobody would respond to Twitter the only thing they would tell me is that I was lied to and that if I placed another order and emailed back they would reimburse me. But when I emailed back nobody responds. So it's clear they were never going to reimburse me. Today I reached out through chat and told everything since pictures and told them how now the item is sold out and I'm stuck with nothing. I was lied to I was tricked and I was coerced into returning my pants when I could have just kept them and attempted to possibly get this stain out and I wouldn't have been left with anything. But they promised me several occasions that it would be fixed. If I can't get this pair of pants they need to help me get another pair because this isn't okay!Business Response
Date: 12/20/2022
Thank you for reaching out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch. We are very sorry to hear you did not have a good experience with returning and exchanging your order with us. Regarding your original order ***********, a full refund in the amount of $21.82 processed December 2, 2022, onto your Visa ending in ****. The refund can take 3-5 business days to reach you. The High-Rise Black Baggy Jeans black washed are still currently out of stock. We would love to help place a new order for a similar pair of jeans at the same price you originally paid. The same style jeans in light wash are currently in stock. Contact Abercrombie & Fitch directly if you would like this order placed with the correct size you are wanting. If you would like a different pair you have in mind please let us know. Your account has been noted for the adjustment.
We apologize for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
********
Customer Service
Abercrombie & FitchCustomer Answer
Date: 12/20/2022
this does not ressolve the issue. I want the pair of pants. If not then a pair sinilar. I was told I was getting a replacement. This is not ok. I was told this twice and by 2 separate reps. I was reassured that if I chose the refund option it would not affect the replacement. I just want this ressolved. This resolution is not what I was promised. And your still not addressing the fact that I was blocked from chat, ignored thru email and Twitter.Customer Answer
Date: 02/02/2023
Hello,
I've been reaching out to chat to help me with this order. This pair of jeans arrived fitting insanely short. They are a five long and they fit 2 in shorter in length than any five or three that I own (all of them are long).
So I went into the store and looked around and tried on some pants. I found that the pair of pants that got canceled was in store and they didn't fit me either they were incredibly short as well an inch shorter than what it should be.
It just seems like the pants are really different when it comes to sizing and you can't tell until you get them or try them on.
So now I'm trying to get this pair of returned. I'm afraid if I get a seven it's not going to be any longer because the links are probably the same.
I'm wondering if I could please return these and get an exchange for the original pair that I wanted with the stain. That pair is back in stock it's been back in stock for a few days. I'm really nervous that it's going to sell out though. I've contacted chat and they won't help me this time. If you could help me get this issue resolved I would greatly appreciate it. If I could get this pair of pants I know they fit because I already tried them on they just had a stain.
If for some reason this sells out and we can't get this resolved I'm wondering if we could exchange it for another item if not a pair of jeans maybe something that will fit me batter that we won't have to worry about exchanging. Or if we could do a gift card and the amount of a pair Jean so I can go in store and buy it I don't know what else to do I'm just trying to figure out a resolution that would work out best.
I know that this is becoming very frustrating and it's very difficult because of the sizing. I'm thinking the different colors must be made in different places or something because each color is size differently.
The pair that is back in stock that I would like to exchange them for is called
High rise baggy black jeans
Size 3L
Please let me know if this is able to be sent and I will send back the pair that they sent me, the medium wash pair.
Thank you!
It looks like there are less than five left so let me know if this will work.
Business Response
Date: 02/03/2023
Thank you for reaching back out to us via the Better Business Bureau regarding your purchase with Abercrombie & Fitch.
We are very sorry to hear you are not satisfied with the jeans on order ***********. After further review, due to this order being an appeasement we would not be able to provide any further adjustment for the jeans. Feel free to place a new order with us. We have sent you a free standard shipping discount to your email address.
We apologize for any frustration this may have caused you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
********
Customer Service
Abercrombie & FitchInitial Complaint
Date:12/19/2022
Type:Delivery IssuesStatus: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 ordered 9 items from Abercrombie on 12/12/22. The order total was $738.65. I got a notification that my package was delivered on 12/17/22. I was out of town and when I returned home on 12/18/22, my package was nowhere to be found. I checked everywhere and with other people and it was just gone. I reached out to Abercrombie's customer support, looking for a refund or for them to resend the items since I never received them but they said all they could do was price match and waive the delivery fee if I ordered the items again. When ordering items, they don't give you an option to require a signature so this feels pretty messed up. If they provided that option, I would've taken it and likely would have received my items. I'm really upset and disappointed in Abercrombie. I am a LOYAL customer to them. It's the store I shop at most. I have regularly bought from them for years, spending thousands of dollars. I recommend them to all my friends and family. I'm super disappointed that they weren't able to do anything more for such a loyal customer. Now I don't really trust their customer service and I won't shop there again until this is resolved.Business Response
Date: 12/20/2022
Thank you for reaching out to us via the Better Business Bureau regarding your order with Abercrombie & Fitch.
We know this experience was not what you expected as a loyal customer and truly apologize. After further review, the proof of delivery does not show a clear image of your shipping location. A refund in the amount of $738.65 has been processed for the order *********** not being received. It can take the refund 3-5 business days to reach your Visa ending in ****. Feel free to place a new order for the items. A price adjustment and free shipping can be provided if necessary. Please contact Abercrombie & Fitch directly to receive the adjustment with providing your new submitted order number.
We are sincerely sorry for any frustration this may cause you. Thanks for choosing Abercrombie & Fitch and have a nice day!
Sincerely,
********
Customer Service
Abercrombie & FitchCustomer Answer
Date: 12/20/2022
[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,
****** *******
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