Complaints

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

close

Find a Location

Abercrombie & Fitch has 598 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  PO Box 182168 Columbus, OH 43218-2168

• 

  Abercrombie & Fitch

  5043 Tuttle Crossing Blvd Dublin, OH 43016-1511

• 

  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

• 

  Hollister

  1 N Galleria Dr Middletown, NY 10941-3032

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

• Initial Complaint

  Date:11/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of pants online and mailed them back for an exchange in a larger size that was in stock. After called customer service back and forth for 3+ weeks my ai was told that my return had been sitting in the ware for 2weeks and had not been processed. It was final processed and mailed to me. In the mail I received jeans that are shorter and smaller then the original jeans. I have been trying to get a refund with no success.

  Business Response

  Date: 11/08/2022

  Hi *******,
  
  Thank you for reaching out to us via the Better Business Bureau!
  
  We’re so sorry to hear you did not receive the correct jeans and have not yet received a refund!  We are happy to confirm that a refund of $38.77 was sent to your VISA card ending in **** on November 8, 2022.  Please allow 3-5 business days for the funds to complete processing back to your account.
  
  Thank you for contacting Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:11/03/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number:
  ***********
  Order date:
  10/21/2022
  Delivery date: 10/22/2022
  Ship method: Fedex Express
  
  My order total was $385, including the $25 next day shipping fee. I chose to pay extra for next day shipping, because I wanted to ensure that I was home to receive the delivery. I waited all day 10/22, but did see any package delivery. I also waited all day 10/23 just incase the delivery was late. I still did not receive delivery. I contacted Abercrombie via chat. The chat associate sent me a photo of proof of delivery, but it was not even my home. I then sent another photo of my home. I was then referred over to a specialist that would contact me via email. I received the email 10/25 from Whitney, in her short email, she concluded that the package was delivered. Her resolution was for me to re-order and get free standard shipping. That resolution was an insult and offensive. The investigation did not take into my account of things at all, nor consider that my products cost me $360! Abercrombie essentially just told me to that I was out of luck, and to just spend more money on them. Please refund my money, as this is my first and last time ordering with Abercrombie.

  Business Response

  Date: 11/07/2022

  Hi ********,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order *********** and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 7th. A refund was processed in the amount of $385.00 to your VISA card ending in ****. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 11/07/2022

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

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We returned a baby gift that we received to the physical store and it was issued an electronic gift card, however when we tried to redeem the electronic gift card there was an error on the website and we contacted the company directly via their website to resolve the issue. However they were unable to get their electronic gift card to work and decided to mail us a physical gift card which has taken over a month to be delivered and when we check the tracking information it says they are unable to provide us an update and apologize for the error. We have spent hours on the phone with customer service trying to resolve this issue and have honestly spent more than two months to get our money back from a very large company.

  Business Response

  Date: 11/04/2022

  Hi *******,
  
  Thank you for reaching out to us via the Better Business Bureau
  regarding your missing gift card!
  
  We’re so sorry to hear that you still have not received your
  gift card stemming from a return!  We
  would love the opportunity to look further into this.  We have been unsuccessful in locating your
  conversations with our Customer Service team, so we will follow up with you
  directly at the email address provided on this complaint so that we can
  investigate further.  Please keep an eye
  out for that email!
  
  Thank you for contacting Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch!

• Initial Complaint

  Date:11/02/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on October 6th, #*********** which was supposedly delivered to my condo. Unfortunately, I never received the package and it appears to have been stolen; the package was left in an open, general lobby area where delivery people, condo residents, and visitors have access to.
  
  When I contacted Customer Service, the agent indicated that there was nothing they could do other than reorder the items at my cost, and passed blame to the company Abercrombie has hired to perform deliveries. Contact to the delivery company was not responded to. The only option given was to create a police report. The delivery proof I received was a grainy photo of what seems to be an Abercrombie package, but with no clear indication it was my package (label not visible). The building seemingly receives multiple Abercrombie packages each week.
  
  I’m very frustrated and disappointed as a long-term customer that’s spent (and would like to continue to spend) a significant amount of money with Abercrombie. I would hope that a retailer of this size would understand that this sort of incident is no fault of the customer and they should not be penalized. This order alone was several hundred dollars. I would hope for a reship of the items, but if that’s not possible I would also accept a refund/store credit. Thank you

  Business Response

  Date: 11/07/2022

  Hi *******,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order *********** and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 7th. A refund was processed in the amount of $295.83 back to a new e-gift card. Please allow up to 3 business days for the new e-gift card to arrive to your email!
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:11/01/2022

  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 made an order at hollister *********** about 3 weeks or so. My package was marked as delivered yet I was home all day and didn’t receive it, I found it odd since this is not my first time ordering from hollister I’ve been shopping here for years. I contacted hollister the next day or so and they said they were going to refund my order. 2 weeks later and nothing. I contacted a representative again tonight, they were extremely rude and said I would have to keep waiting. At this point I just want my refund please.

  Business Response

  Date: 11/04/2022

  Hi ****,
  
  Thank you for reaching out to us via the Better Business Bureau regarding your missing order!
  
  We are truly sorry to hear that you did not receive your original package and you have not yet received a refund! Upon closer review, we can see that instead of requesting a refund as discussed, the agent you spoke with ended up requesting a replacement package to be sent out to you.  That request for a replacement was approved and has processed to the point where we are unable to stop it now, we sincerely apologize for the confusion!
  
  According to the tracking information provided by the carrier, the replacement package is currently estimated to be delivered to you on Tuesday, November 8th.  We ask that you keep an eye out for this package and if you do not receive this new one as feared, then we would be happy to help with any other available options!  Unfortunately, while the replacement is on the way to you, we are unable to issue any refunds.
  
  Thank you for shopping with Hollister Co!
  Sincerely,
  ****
  Customer Service
  Hollister Co.
  
  

  Customer Answer

  Date: 11/07/2022

  I told the first Hollister representative that I have moved since, they told me they were going to proceed with the refund. I have now spoke to three representatives, please I just want a refund. I have never had this happen before   
  

  Business Response

  Date: 11/15/2022

  Hi ****,
  
  Thank you for reaching out to us via the Better Business Bureau regarding your missing order and refund!
  
  We absolutely understand your frustration in this delay and confusion!  We have confirmed that your replacement package has now been marked as delivered rather than still being in transit, so we have issued a full refund of $202.36 back to your VISA card ending in **** as of today, November 15th.  The funds should complete processing back to your account within the next 3-5 business days.  
  
  Thank you for contacting Hollister Co!
  
  Sincerely,
  
  ****
  Customer Service
  Hollister Co.
  
  

  Customer Answer

  Date: 11/15/2022

  Thank you so much! I accept the business's response to resolve this complaint.
  
  
  

• Initial Complaint

  Date:11/01/2022

  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 my name is ****** *****, On October 24th I placed an order to Abercrombie and Fitch. Order number is ***********. The order contained an Ultra Mini puffer vest, HIgh rise Faux leather wide leg pants, Ultra High rise 90s slim straight jeans size 26 and 26Short and Vegan leather 90s straight pants in 26,26 and 26 short, totaling about $706 dollars. I received an email from Abercrombie only that it was the package was delivered to my address on October 28th 2022. I went home to check and it was not delivered. We have ****** lockers and I never got a code, nothing was put in a locker and nothing was at my door or the office. I contacted the apartment office, ****** company, ****** and Abercrombie. When I called Abercrombie they said to wait 2 more days, sometimes people get emails it was delivered ahead of time and it is not. I waited then called back and they said they would give me a refund or reship it, then the next morning I got an email stating: During our review, we looked at the history of your previous orders with us and identified multiple requests for reshipments or refunds due to problems with delivering to the address you provided. Because of these past requests, we will be unable to resend or refund your order. We suggest shipping to a different address or using a pick-up location, if available in your area.
  
  This was my first time EVER ordering from THIS Address. This was the first time I had a package lost.
  
  This is the ****** Tracking Number: ***************. I received no picture if they did deliver it somewhere?
  
  They have not helped to resolve this for me. What the email states is a lie, there was never any multiple orders ever. Please help. Thank you!
  
  I never received my product.

  Business Response

  Date: 11/02/2022

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order *********** and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 2nd. A refund was processed in the amount of $708.09 back to your VISA card ending in ****. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  

• Initial Complaint

  Date:10/30/2022

  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 placed an order with Abercrombie *********** (total $228) on 10/27, and on 10/29 received an notification that my package was delivered. However, when I looked around my residence it was not there. I contacted Abercrombie and they told me they have no resolution for this, only to charge me AGAIN for my order to get shipped out again. I have ordered from Abercrombie before and had no issue with delivery. I also had another package from another company that was delivered the same day, and my package was by my mailbox per tracking information. I was so distraught that I was not given a solution for this issue by the company, but for them to charge me again for a replacement of a package I never received. As a company, I hoped that Abercrombie would understand that occurrences like these do unfortunately happen and it’s of no fault of the customer. I really wish I could get a replacement of the clothes, because I was really looking forward to my package.
  
  Thank you.

  Business Response

  Date: 11/01/2022

  Hi *********,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order NUMBER and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 1st. A refund was processed in the amount of $228.98 back to your Klarna account. Please allow up to 14 days for the refund to reflect in your account.
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:10/29/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on Oct 24 (order # ***********) and received an email on Oct 27 that my 1/3 packages was delivered to my front door however when I went to get my package it was not there. When I realized the package was not there I contacted customer service immediately. I explained that I was home all day and the door bell did not ring and the other 2 packages were delivered successfully. I received an email this morning that my only resolution is to file a police report however I am still out over $400. This is my first time ordering from A&F and I am extremely disappointed with their response to this matter as this is not my fault. I am hoping to get a refund so I can go in-store and repurchase these items.

  Business Response

  Date: 11/01/2022

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order *********** and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 1st. A refund was processed in the amount of $454.42 back to your VISA card ending in 1096. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  

  Customer Answer

  Date: 11/02/2022

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

• Initial Complaint

  Date:10/29/2022

  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 spent $350 on an online order at Abercrombie that was unfortunately stolen off of my porch shortly after being delivered. I also had a GAP order that was delivered with the Abercrombie package that was stolen as well. I chatted with customer service of both companies to which GAP was very understanding and issued a full refund. Abercrombie, however, offered to price match a new order and refused to give a refund or new shipment of the same items. I am very upset by this being a long time customer of Abercrombie and VIP member. It is the first time I have had this issue and I would expect there to be a better resolution especially since other companies like GAP offer refunds.

  Business Response

  Date: 11/01/2022

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Team has reviewed your order NUMBER and investigated further.
  
  After our investigation, we confirmed that a refund was approved on November 1st. A refund was processed in the amount of $348.30 back to your VISA card ending in ****. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/25/2022

  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 ordered numerous things that I was hoping to use for family photos and needed by a specific day. So I over night shipped it all. The package said it was delivered at 5:24 Pm today October 25,2022. I arrived home right around 6 pm and didn’t see a package. I checked every entrance of my house because different carrier will leave them different places. Nothing. Reached out to Abercrombie. They told me to call the police. My neighbor is a cop and said they won’t do anything and your chance of getting it back is slim to none. Abercrombie then told me there was basically nothing they could do and would send it to a special team because there is a picture of it on my doorstep. Unsure what to do here as I don’t have the package they sent. This company sucks if they don’t understand that things happen. I will now refuse to shop here if they don’t have a refund or a reship of the items I ordered.

  Business Response

  Date: 10/28/2022

  Thank you for contacting us via the Better Business Bureau regarding your missing order.
  
  After careful review, we have confirmed that the package you contacted us about, which was delivered on October 25, 2022, was indeed delivered to the correct address listed on the order. As a result, we cannot move forward with your request for a replacement or a refund. If you feel the package was stolen, we would recommend working with the local authorities to report the theft.
  
  We would be happy to price match a new order with free next-day shipping! If you are concerned about your packaging arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team.
   
  Thank you for shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 10/28/2022

  I am rejecting this response because: just because it said it was delivered to this address does not mean that it actually came. Your customer service is a joke. I never received the package and I paid I’ve $600 dollars for it. I will never order it but from your business ever again. And I will tell everyone not to either. You can’t guarantee the package was stolen or misplaced. I have cameras all over my house and it didn’t even catch the delivery being dropped off.