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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

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Abercrombie & Fitch has 598 locations, listed below.

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    Customer Complaints Summary

    • 704 total complaints in the last 3 years.
    • 344 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 had gone to the Abercrombie & Fitch Store at the ******************* on April 4th to exchange the shirts I ordered online for a different size. The clerk reordered the shirts for me to be delivered to my house. I was charged on that day in the amount of $*****. I received a shipment notification on April 5th that my order was on its way. The last of the ***** notifications said my order was out for delivery on April 14th. I completely forgot about the order until I remembered I still havent received the products. I emailed Abercrombie on April 17th, no response. I emailed on April 21st, no response. A resolution would be greatly ************** the amount of *****

      Business Response

      Date: 04/28/2025

      Hi *****, 

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

      We are sorry to hear that you have not yet received your order 21174988403 and have not been able to receive communication from our customer care team regarding the whereabouts of this order. We truly understand how frustrating this has been for you! We would like the opportunity to review your concerns and discuss this matter with you via email, therefore, a member of our ************* team will be contacting you shortly. Please be on the lookout for our email! 

       

      ***

      ************* 

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

      Customer Answer

      Date: 04/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 two items on 4/19 and it said that it was delivered on 4/22. Ive checked everywhere and waited 48 hours. Some of the items that I purchased arent on sale anymore, so id just like a full refund.

      Business Response

      Date: 04/28/2025

      Hi *****, 

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

      So sorry to hear that you did not get your order 21171248182!  We have been able to review your recent communications with our ************* agents, along with the tracking and delivery details of your order. Upon review, we have been able to confirm that this package was correctly delivered to the address listed on your order by ****** on April 22nd.  As a result, we cannot move forward with your request for a refund. We sincerely apologize for any frustration this has caused.

      We would be happy to price match a new order with free standard shipping!  For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing ************************************************** or calling ************.

      If you believe that your package has 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. 

       

      ***

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

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

       

    • Initial Complaint

      Date:04/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - order placed on April 10th - order delivered via ***** to a random door that was open on April 17th - worked with the staff at my complex to try and locate the package from April 17th-April 19th - contacted Abercrombie & Fitch on April 19th about the missing package asking for a refund, there response was no with attitude - filed a police report for this missing package on April 20th - filed a dispute with ****** on April 20th - Abercrombie & Fitch and ****** both denied my claim over a misdelivery

      Business Response

      Date: 04/28/2025

      Hello *******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your shipment was marked as delivered by the shipping carrier but unable to be located.

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

      Customer Answer

      Date: 04/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint in issuing a refund.

      Regards,

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

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern - Im having an issue with an order that I thought was resolved however am not getting conflicting information. I dont know where else to turn other than the BBB. My order ID is ***********. I ordered a top, skirt and a pullover. I received my package today and I received a sweater vest. If you review my order confirmation, I did not order a sweater vest. I ordered a black top, leopard print skirt and a leopard print pullover. Review of my order slip in my package also reflects my information and what I ordered. I really needed this order asap and dont have time to await a reshipment. I reached out and was told I was refunded & was given a 20% off promo code for future use. However I then got an email that my refund was denied. However per the attachment a refund was not requested - a refund was provided. Please do the right thing and provide a refund.

      Business Response

      Date: 04/23/2025

      Hello,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best. We are thrilled to confirm that our Research and Resolution team has decided to reverse the denial of your request for order ***********. Our ************* Team recently sent an email to confirm that refund to you. Please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

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

      Thank you for shopping with A&F!

      Sincerely,

      Customer Answer

      Date: 04/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      **** *****

    • Initial Complaint

      Date:04/21/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      purchased some items from a&f, the tracking said delivered but never received the package, waited a few days after it said delivered but did not find anything. Took it to the customer support but found no help regarding the issue

      Business Response

      Date: 04/23/2025

      Hello Thien,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best.  We are thrilled to confirm that your order was approved for a refund and should be on it's way to you very soon! We sincerely appreciate your feedback and look forward to making your next experience that much better! If you have any questions or concerns in the future, please don't hesitate to reach out to us at ************************************************** call us at ************, or even chat with us on our website! We'd love to help.

      Thank you for shopping with A&F!

      Sincerely,

    • Initial Complaint

      Date:04/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order Number: #*********** Ref Number: SEYNR1 In April 13, 2025, we went to the ***************************** location to do returns. We did three returns. We asked and were told we would receive an email receipt. When we returned home, we noticed we received email receipts for the second and third return, but not the first. This was particularly frustrating as the first return, order no. listed above, was the most expensive of the orders. We contacted the store and were told not to worry, they showed it was processed. A few days later, and their was no receipt, nor credit. We contacted support and were told to wait, that there were no worries it would take a few days. A few more days passed and still nothing. This is on top of a swimsuit being returned under the wrong order number, costing us a variety of coupons and discounts we had saved up. Very infuriatingly, support contacted us and told us the refund was not processed, but they manually processed it. After being told multiple times it was processed. And then the support email had the audacity to tell us no worries, like we didnt have to constantly hound and spend hours on the phone to get the money back Abercrombie had stolen from us!

      Business Response

      Date: 04/23/2025

      Hello *******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that it took much longer than expected to ensure you received your refund.

      Upon review of this matter, your initial refund for order *********** appeared to have been processed according to the receipt from our store payment system. However, due to a system error, the refund actually failed to be fully processed. This error sadly could only be corrected by one of our specialized teams. Once that team realized the error, your refund was promptly re-issued on April 21st, 2025. The refund will be returned to the original payment metho on the order within 3-5 business days from that date.

      If you have any additional questions or concerns, please don't hesitate to reach out to us at ************************************************** call us at ************, or chat with us on our website!  We'd love to help!
       
      Customer Care
      ********************** & ********************

    • Initial Complaint

      Date:04/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 recently placed an order (#***********) but received the incorrect product. Upon inspection, I discovered the item had the correct label and hangtags for the dark denim color I ordered; however, the actual product was from the white assortment. I immediately informed your customer service team, provided detailed explanations along with photographic evidence, and received assurances that they understood the issue.Regrettably, despite this clear communication, the replacement shipment I received contained the exact same mislabeling issue. I strongly suspect that your distribution center (DC) has an entire shipment of products mislabeled with the wrong SKU.Your customer service team provided Reference number #Y8Q2JZ and stated it could take up to five days for investigation. However, given that this error was repeated, I am requesting an expedited escalation and a thorough physical inspection at your DC to identify and correct the issue before the dark denim assortment becomes ************** a resolution, I specifically request that the correct product, the dark denim assortment, be shipped to me promptly once confirmed through your DCs physical inspection. Additionally, I would appreciate expedited processing to prevent this item from becoming out of stock.

      Business Response

      Date: 04/22/2025

      Hello ***,

      Thank you for contacting us via the Better Business Bureau regarding this matter. We're very sorry to learn that you've received the wrong item twice!

      We pride ourselves on the accuracy of our fulfilled orders and would hate to let you down!  A member of our ************* team reached out to you via email on April 21st, 2025. That agent will continue to communicate with you as our team works to investigate and resolve this matter. If you have any further questions or concerns, please reply directly to that email.

      Thank you for giving us the chance to make this right!


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

      Customer Answer

      Date: 04/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      *** ******

    • Initial Complaint

      Date:04/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 with Abercrombie and the wrong item showed up - the company refuses to reship the correct item or give me a refund for an item that Ive never gotten. I received a womens large dress in an All mens order ( photo shown). Theyve given no reason to be denied my resident. Ive worked with customer service three times and they still refuse to give me a resolution

      Business Response

      Date: 04/22/2025

      Hello *******,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best.

      We are thrilled to confirm a refund of $42.78 was issued back to your Klarna payment method. The refund was issued on April 21st, 2025 and should be returned to your Klarna payment method within 14 days! Our ************* Team also sent an email to confirm that refund on April 21st, 2025, please keep an eye out for that! We sincerely appreciate your feedback and look forward to making your next experience that much better!

      Best regards,

      Customer Answer

      Date: 04/22/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    • Initial Complaint

      Date:04/20/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Package was marked as delivered yet I never recieved it. I was contacted via email with them confirming the package was lost and delivered to the wrong house. Then a few days later I get a email saying even though it was confirmed lost to the wrong house they couldnt refund me

      Business Response

      Date: 04/22/2025

      Hello *****,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best. We are thrilled to confirm that your order was approved for a refund on April 21st. 2025. ***************** Team sent an email to confirm that refund to you on April 21st, 2025. Please keep an eye out for that! We hope this makes things right!

      If we can help with anything else, please, do not hesitate to reach back out to us at ************************************************* with any other questions or concerns you may have; wed be happy to help!

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

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 April 16, 2025, I placed an order with Abercrombie & Fitch totaling $116.99. I was notified that the package had been delivered on April 19, but I never received it. When I contacted customer service for help, I was told there was nothing they could do. They refused to issue a refund or resend the order and essentially told me I could repurchase the items if I still wanted them.Its unacceptable to place the burden on the customer when a package does not arrive. I shouldn't be expected to play detective and figure out what went wrong with the delivery. I paid for something I never received, and the company has taken no responsibility whatsoever.I am requesting that Abercrombie & Fitch do the right thing and either refund me or resend the merchandise I paid for.

      Business Response

      Date: 04/22/2025

      Hello Ariana,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

      Customer Answer

      Date: 04/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

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

    Abercrombie & Fitch is NOT a BBB Accredited Business.

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