Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

707 total complaints in the last 3 years.
346 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/18/2022
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 sent in a return on Nov 30/22 for Order# ***********. I paid the $7 processing fee, however also had to pay $27.06 to ship the parcel back to the distribution centre. I followed up with customer service, who informed me that the company was not responsible for these additional fees as I returned the package with Canada Post, not their “preferred carrier.” However, when I checked the email I received with instructions for processing the return, shipping through Canada Post was the only option provided. Besides being incredibly vague and misleading on the website, I am unclear why I am paying additional fees after following the instructions in the email from Abercrombie. Customer service has since waived the shipping fee, however I am left with the additional charges.
Business Response
Date: 12/20/2022
Hi *****,

Thank you for reaching out to us via the Better Business Bureau regarding your return fee!

We are truly sorry to hear of your unexpected costs when returning your items to us and the subsequent frustration this has caused you. We completely understand why you would be frustrated and are happy to help in any way we can!

First, just to help clarify for the future, the return labels included in your package will absolutely get your items back to our Distribution Center where they will be refunded, but unfortunately there are not pre-paid, which is why you ended up having to pay at the post office. We understand that this was not properly explained when you contacted our Customer Service Team, so we have been sure to provide feedback to ensure that misinformation is not provided again.

For any future returns you may have, please be sure to use the return label that is emailed to you upon completing your return or exchange submission online! That return label absolutely is pre-paid and will not cost you anything out of pocket at the post office!

As a courtesy for this confusion and frustration, we have processed a PayPal reimbursement of CA $27.06 as of today, December 20th! You should receive an email from PayPal shortly. If you don’t have a PayPal account, you will receive an email directly from PayPal with a link to claim your reimbursement. Once you click the link, you will set up a new PayPal account and once your PayPal account is created you will see the funds in your balance. From there, you will be able to transfer the credit to your bank account, issue yourself a check, or spend the money directly from PayPal.

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:12/18/2022
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.
On 12/08/2022 I received an order I had placed online. Upon receiving the order and trying on the jeans I noticed they were significantly shorter than my other A&F jeans. I even measured the leg of the Jean in comparison to my other 31S jeans from A&F and this particular jean was measuring as an extra short. I call into customer service the guy makes a new order to send me another pair of pants. After hanging up, I decided to call back because I did not think it was okay that I had to wait a week or more to receive a pair of jeans when I made no mistake, A&F did. Upon calling back in the lady I spoke to promptly told me no she could not cancel the order I had just made with the other CSR, as I had decided to do a 30R because the 31R was now sold out. Ultimately, she ended up doing it. She told me she could not expedite shipping, ultimately she expedited shipping. I felt like the entire phone call was a fight to make right the mistake A&F had made by putting a tag on a Jean as a short when in reality it’s an extra short. At the end of the call she assured me she was price matching me for the jeans and I would not pay more but I ended up paying more for the Jean. Which I should never have had to do. I even questioned her on the price difference as I could see it on my email.
Calling in to A&F should never be this difficult to deal with someone and I should have never been charged a cent more for the same exact pants but in a different size and length.
Business Response
Date: 12/20/2022
Hi *******,

Thank you for reaching out to us via the Better Business Bureau regarding your jeans!

We are truly sorry to hear of the confusion and frustration surrounding this pair of jeans! First, just to help clarify the difference in length that you’re seeing, we have confirmed that the jeans in question are our High Rise Super Skinny Ankle Jeans. Any style of ankle jeans is designed to be shorter than a normal pair of jeans, so this is likely the cause of the difference when you’re measuring against other pairs. So sorry for any confusion!

We are thrilled to see that you were able to get a new order placed! We do show that in your original order placed on December 2nd, the price paid for those jeans was $63.20. In the new order placed on December 8th with the assistance of one of our phone agents, the price paid for the new pair of jeans is also $63.20. There are taxes included on that order, which may explain the slightly higher total you’re seeing of $66.55. Unfortunately, taxes are assessed on any and every purchase, so there is no way for us to circumvent those being applied. However, we can confirm that you did pay the same price for both jeans!

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

Customer Answer
Date: 12/21/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: I paid $53.20 for the jeans I ordered. Not the price that you indicated above. I have the receipt in my email.

Regards,

******* ******
Initial Complaint
Date:12/15/2022
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.
Hello, I've recently placed an online order on Abercrombie website for a few items. Unfortunately, it was the only option available in my country since they do not have any brand stores here. I've paid for the order and waited for its delivery to a desired pick up location. It finally arrived, however, what I have found out then was that the package I got was completely empty. It wasn't really damaged in any way, but it did not contain any items inside. I've decided to contact Abercrombie customer service as soon as it was possible. The first agent requested a refund for me, but it was stopped by another representative from so called specialized team. When I have tried to clarify what happened, I received another e-mail basically stating that they don't care about my concern and won't help me. I find it seriously disappointing and simply not professional. I still believe you can help me sort the issue out. Thank you for everything in advance.
Business Response
Date: 12/16/2022
Hello *****,

Thank you for reaching out to us via the Better Business Bureau regarding your missing items.

After some investigation, we were able to validate that the package that was shipped for your order did contain the correct number of items when it left our DC. Based on the results of our investigation, we are unable to provide a refund for this matter.

If you believe that your items have been stolen, we recommend filing a report with your local police department. 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# *************

Please let us know if there is anything else we may be able to assist with. Thank you for shopping with Abercrombie & Fitch.

Sincerely,

****
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 12/19/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********
Hello ****,

I am rejecting this response because I am sure that police won't be able to help me and you probably know it yourselves. Do you seriously think a police officer would investigate a case of stolen clothes of such low price? Contacting them would be a waste of time. I know very well how they handle a more serious cases of bike stealers and so on. I feel terribly disappointed that such company as Abercrombie treats me that bad. I am literally left with exhaustion after all that time. I've been charged for the package that indeed was empty. You could easily verify that by checking the actual weight (not the system generated one) of the package sent. I don't believe you don't have tools that check that. How would you feel if something like this happened to you, ****? Or your family member? Would you still copy paste this nonsense about investigating this matter with your DC? Just think about it and treat me like a human and not another notification to reply.

Regards,

***** ******
Initial Complaint
Date:12/14/2022
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 placed an order (#***********). It contained 2 items (jeans & coat). The jeans was delivered and received this week. However, the coat was never delivered. I got an email from Abercrombie that it was returned. I got the USPS tracking number (**********************) saying it was returned to sender. Being stationed overseas, I have to stay up late to get to a customer representative to find a resolution to this issue. I’ve called the 1800 number several times and didn’t get any resolution to my issue. When asked to talk to a manager, I was told that they’re managers are not available. Come to find out that all of the representatives I’ve talked are all from the Philippines. So every time I call, I was just transferred to them.
If my coat will not be delivered to me, I’m requesting for a refund ASAP. Horrible service!
Business Response
Date: 12/16/2022
Hello *****,

Thank you for reaching out to us via the Better Business Bureau regarding your missing coat!

We are truly sorry to hear of your frustration surrounding your missing package and any subsequent trouble you had requesting a refund for it! We are happy to confirm that a full refund was issued to you as of December 14th! A refund of $154.00 was sent to your AMEX card ending in ****. The funds should complete processing back to your account within 3-5 business days of that issue date. Please keep an eye out for those!

Please let us know if there is anything else we may be able to assist with. Thank you for shopping with Abercrombie & Fitch!

Sincerely,

****
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:12/14/2022
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 placed a large order with Abercrombie online for a total of $476.38 on June 11. Order number ***********. It took multiple weeks with absolutely no update from their third party carrier on the whereabouts of my package. Once I finally received the package, four of the items didn’t work so I processed a return online immediately, printed out the tracking slip provided and mailed it back using their recommended carrier.

Either the carrier lost the package or Ambercrombie misplaced the package I shipped back promptly on June 28 because they are trying to finally just refund me now, Dec 13, but not to my original form of payment but a gift card.

I have the tracking info still for the package and I shipped it out on June 28 which is well within the return period stated by Ambercombie to receive my return back to my original form of payment. The issue is that for some reason the carrier took until Sept 7 to deliver it and then it took Ambercrombie until Dec 13 to process it. How is this my fault and reasoning to not receive my refund?

My refund should be $181.54 Canadian because they also charge you $7 to make a return plus $174.54 for the items I returned.
Business Response
Date: 12/14/2022
Thank you for reaching out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch.

We are very sorry to hear your return was processed lately than expected. Just to clarify, once your return package has reached one of our carrier’s consolidation hubs for Customs processing, it may be marked as ‘Delivered’, prior to arrival at our Distribution Center in the US. 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 3 weeks for your return to be delivered, processed at our Distribution Center. I have removed the balance on the e-gift card and processed the refund onto your original method of payment. I have also refunded the $7.00 return fee. The full refund in the amount of $181.54 has been processed and can take 3-5 business days to reach Amex ending in ****.

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: 12/18/2022
[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,

***** *******
Initial Complaint
Date:12/13/2022
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 see that i am not the only one with this issue. I purchased $295.17 worth of clothing on December 5th. Order number ***********. The order was apparently delivered by ********* on Dec 9. I was all day home and no one delivered me anything. I called Abercrombie and Fitch after 48 hours and an agent told me they processed a refund for me. Then the next morning received an email that they cannot provide the refund anymore since it was marked as delivered and told me to open a dispute with my financial institution. They have my money and I have no package. Extremely unprofessional that they promised me a refund and then did not keep their word. They have almost $300 of my money and I have zero goods. I kindly asked for a replacement after they denied me a refund again and they never replied to me. I am a regular customer but now will reconsider before purchasing.
Business Response
Date: 12/16/2022
Hello *****,

Thank you for reaching out to us via the Better Business Bureau regarding your missing package.

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.

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# *************

Please let us know if there is anything else we may be able to assist with. Thank you for shopping with Abercrombie & Fitch.

Sincerely,

****
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 12/19/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
The shipping address is a freight forwarder where i work, lots of people get their packages shipped to this address, its not my concern if other people has had issue with their packages shipping to this address before.This is my first time purchasing online from your store. I always get my items shipped to my job address and never had any issue before.

Regards,

***** ****
Initial Complaint
Date:12/12/2022
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.
My name is **** *****, my email is *****[email protected], and my address is ** ********** *****, St. Agatha, ON, N0B2L0. My order shows under the tracking details it was delivered on November 28th (even though the order screen shows in transit so clearly there is some sort of error on Hollister's delivery / shipment), but I haven't received it and I've checked with my neighbours. I was told to wait a couple of days but it's been two weeks. I was told by the Live Agent that a refund was processed, and have provided proof of that interaction. A refund is yet to be processed. The customer service is very poor.
Business Response
Date: 12/13/2022
Thank you for reaching out to us via the Better Business Bureau regarding your missing refund with Abercrombie & Fitch.
We are very sorry to hear you did not receive a refund for your missing order. After further review, I see a full refund in the amount of CA$108.38 processed December 2, 2022. Typically take 3-5 business days for the refund to reach your Visa ending ****. The last full day the refund should reach you is December 13, 2022. If you do not see your refund on your bank statement after the timeframe you can contact your bank with this transaction photo attached for further assistance. 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: 12/14/2022
The refund you mention is a different refund. This is for order ***********
Business Response
Date: 12/16/2022
Thank you for reaching out to us via the Better Business Bureau regarding your return with Abercrombie & Fitch.
We can see a full refund in the amount of CA$115.16 processed December 14, 2022, on order ***********. It can take the refund 3-5 business days to reach Visa ending in 9010. The last full day for the refund to reach your account is December 21, 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
Initial Complaint
Date:12/10/2022
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 made an order on black friday and the total was $756.34. My order: *********** said that it was delivered on november 30 and december 3 with pictures that showed a totally different front door!!! I message Abercrombie in hopes of receiving help. but they basically said there’s nothing that we could do, not offering any solution. Now I am out of $756 and with no goods. All I want is my money back.

Delivery Date: November 30 & December 3

Email: [email protected]
Business Response
Date: 12/16/2022
Hello *****,

Thank you for reaching out to us via the Better Business Bureau regarding your missing refund.

After some investigation, our team was able to confirm that the package in question was successfully delivered to the correct address as was written on the order. Because of this confirmation, we are upholding the original decision and are unable to provide any refund for this order. We apologize for any frustration this may cause.

If you believe that your packages have been stolen, we recommend filing a report with your local police department. 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# ###-###-####.

Please let us know if there is anything else we may be able to assist with. Thank you for shopping with Abercrombie & Fitch.

Sincerely,

****
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:12/09/2022
Type:Customer Service 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 been trying all day to make purchases that have not allowed me to make. I try to call my bank and find out that there is not an issue with My card. But that there is a message on the bottom of the page that I need to go to a website to make my purchase. Well this is obviously not Hollister. Yall are being dubbed. I think this is why many of your customers are getting wrong information. There are people out there running a scam and are pretending to be your company and are stealing from them and taking their money and their products. So if I was Hollister and Abercrombie and Fitch I'd get an Investigator on this. Because this will ruin yalls reputation. They want me to get on to this website to give them my credit card information if I had it would have been for 240$ that's a lot and I'm a disabled veteran who would've been out of a lot of money. Now I just got a line of credit on my checking account. So they could've ran that up a ton. Please make your website more secure. Thank you and have a blessed day!!
Business Response
Date: 12/09/2022
Hello ******,

Thank you for reaching out to us via the Better Business Bureau regarding your issues with our website!

We are truly sorry to hear that you had some trouble placing an order on our website! We do have various system checks in place to help ensure that both our company and our customers are as protected as possible, and those can be somewhat sensitive. It could be that your order is getting hung up on something small. We sincerely apologize for any frustration or confusion this has caused!

If you continue to encounter the same issues, please chat with our Customer Service team on our website between the hours of 7 am EST and 12 am EST. They can help troubleshoot what may be causing the error and help push that order through for you!

And please don’t hesitate to reach out to us directly with any other questions or concerns you may have; we’d be happy to help!

Thanks for shopping with Hollister Co!

Sincerely,

****
Customer Service
Hollister Co.
Initial Complaint
Date:12/09/2022
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.
Hello, I've made a return of an order *********** within 30 days period after its delivery. It's been nearly 2 months now and the return still hasn't been processed by the merchant. I have contacted them several times but none could help me. They were saying that somehow their system does not allow them to refund me. It's one of the worst shopping experiences I have ever had. I've lost all that time, money, the items and nerves. I do hope for your assistance.
Business Response
Date: 12/09/2022
Hello ******,

Thank you for reaching out to us via the Better Business Bureau regarding your refund.

Upon closer review, we can see that the order in question was initially reported to us as being delivered, but you had stated that you received an empty package. An internal investigation was launched, and we were able to confirm that the correct amount of items was included in the package, which was communicated to you directly by a senior member of our Customer Service Leadership Team from our Global Home Office. Subsequently, you advised that you returned the entirety of the order, but we do not have tracking information that can validate that. Unfortunately, as has been previously communicated to you via email, we are unable to take any further action regarding a refund for this order.

Thanks for shopping with Abercrombie & Fitch.

Sincerely,

****
Customer Service
Abercrombie & Fitch

Business Response
Date: 12/16/2022
Hello ******,

Thank you for your response!

After further review, our team has reversed the original decision and have issued a full refund to you! A refund of PLN 2698.00 as of today, December 16th. The funds were sent to eShopWorld on that date, but it may take up to 5-7 business days for them to complete processing the refund to your account. If you do not see the funds within that time frame, please reach out to them for further assistance in locating those funds.

And please don’t hesitate to reach back out to us directly with any other questions or concerns you may have; we’d be happy to help! Thank you for shopping with Abercrombie & Fitch!

Sincerely,

****
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 12/19/2022
[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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Abercrombie & Fitch is NOT a BBB Accredited Business.