Complaints

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

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• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  PO Box 182168 Columbus, OH 43218-2168

• 

  Abercrombie & Fitch

  5043 Tuttle Crossing Blvd Dublin, OH 43016-1511

• 

  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

• 

  Hollister

  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:10/22/2022

  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 have recently made an online purchase from A&F for a delivery. The estimated delivery was 10/21/22, so I was waiting for it at home all day. Around 4-5pm, as I was checking my emails, I saw that my package was delivered by carrier back at noon, however no one ever ringed or knocked at my door. So I went to grab it and the package was NOT there. I went on the carrier website to see delivery updates and saw a picture attached of the package on my porch, so I assumed someone stole it, while I was unaware it was even delivered.
  I contacted customer support at A&F official website and chatted with a rep, who repeatedly told me they are not responsible for lost & stolen items, and I should deal with a carrier or local authorities on my own. I find it
  disappointing that I am given an option that will not remedy the fact that I never
  received my order. I hoped that Abercrombie would understand
  that things like this occasionally occur but that the customer should not suffer as a result, especially a returning customer, as I have already purchased from them before and was happy with the experience. I was looking for a refund, or if a new shipment could be sent to a pick up location near me, in order to avoid such situation again.
  Best regards and thank you for your help!

  Business Response

  Date: 10/28/2022

  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 Research and Resolution team reviews all requests and has re-evaluated the delivery information and your recent request for order 20540514336.  
  
  We confirmed that this decision was reversed, and the refund was approved on October 28, 2022. A refund was processed in the amount of $205.81 back to your PayPal account. 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: 10/28/2022

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

• Initial Complaint

  Date:10/21/2022

  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.

  Abercrombie is misleading in their returns methodology and leading to refunds not being remitted to the orignal method of payment but a e-gift card.
  
  My order was placed 9/11/22. When I placed a request of a return on 9/21 - I got an email saying that I could send my items back by 10/21/2022. For this return, I was able to get my refund back to the original method of payment.
  
  I was also told that I could use the prepaid shipping label in my order package. I never received one. Also when I tried to print my return label today 10/20 I got an error. I could no longe print my label.
  
  Customer service made me cancel this request and submit a new return request.
  
  My only option is to get an e-gift card as my refund. furthermore, I was told that I could only return my order within the window of 30 days from when the order was shipped but it's not clearly communicated what that date is considered. But this was never communicated on any of the return policies.
  
  These are all misleading practices.

  Business Response

  Date: 10/27/2022

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your refund!
  
  We are so sorry to hear of the confusion surrounding our return policy!  Upon closer review of the specifics related to order ***********, we have confirmed that a courtesy for this confusion, we are happy to issue a refund to your original payment method rather than an e-gift card!
  
  Unfortunately, there is no way for us to systematically update the return order, so you will receive an e-gift card initially.  Once you do receive that card via email, please reach back out to us with the reference code of ****** and we would be happy to assist you further!
  
  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  On 10/6/22 I placed an order online through A&F. I was sent shipment confirmation and when I checked it said my order was out for delivery 10/10. That day I noticed the carrier updated the status to attempted delivery and that the address needed further confirmation. So on 10/11 I reached out to A&F to let them know the address I provided was accurate and that they did not attempt delivery because I was home that day and no one had been there. The A&F agent told me they confirmed address with carrier and everything is fine and package will be delivered soon. On 10/11 the carrier had the same status as attempted delivery and further address confirmation (both lies). Next day, the carrier marks package delivered but when I checked that night no packages were at my door. I reached out to A&F on 10/13 and they said sometimes they mark delivered earlier and to not worry and wait until 10/17. On 10/17 I still hadn’t received package and I wrote back to A&F. I chatted with two agents and they told me they’d issue me a refund for the lost package. The next day 10/18 I receive an email from A&F saying they are not refunding me and that they are not held responsible for a package stolen off my property (IT WAS NEVER ON MY PROPERTY TO BEGIN WITH). I responded with a lengthy email explaining from the very beginning my package was not delivered on the original date and how the status’s were not accurate and that I never received package. Not sure if this package was lost, delivered to wrong address or sent back to A&F. Overall, they refuse to refund me for the clothes I never received. Do not order from them!! It is a scam and they are not an honest company.

  Business Response

  Date: 10/27/2022

  Hi ****,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing package
  
  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 Research and Resolution team reviews all requests and has re-evaluated your recent request for order 20538803849.  
  
  We confirmed that this decision was made in error.  However, we do see that a chargeback has been filed with your financial institution in relation to this order.  We would be more than happy to issue a refund on our end for this refund, but are unfortunately unable to process that refund while there is a chargeback linked to the order.  If you would still like a refund from us, we're happy to help you reverse the disputed charge so that you may shop again as soon as possible! 
  
  Please take the following steps:
  
  1. Request a cashier's check or certified check for $694.75 from your local bank or credit union made payable to Abercrombie & Fitch.
  
  2. Mail the check, along with a note containing your name and order number to the below address. We recommend using a service that provides a tracking number for your records.
  
  Abercrombie & Fitch
  ATTN: Brandon S U3.63G
  6301 Fitch Path
  New Albany, OH 43054 
  
  Once your check has been received and processed, you can expect an email from us confirming that your refund was issued!
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have multiple issues regarding orders *********** and ***********. I went to an Abercrombie kids store on 10/1 to return these orders. Even though the online policy clearly states that adult items can be returned to Abercrombie kids, the employee refused the return. I spoke to customer service that day who agreed I should have been able to return my items in the store and was assured I would not be charged shipping for this inconvenience.
  
  I mailed the two returns together in a single package the next day that the post office was open, and now that I have received my refund I see that I was charged a return shipping fee and I only received store credit for one of the purchases. If I was able to return the items in store, I would have received a refund to my credit card and would not have been charged a shipping fee. If the return policy online stated that this could not be returned at Abercrombie kids, I would have mailed the items weeks earlier and received a refund to my credit card. Clearly either the online policy is incorrect or the Abercrombie employees are poorly trained on company policies.
  
  I also spoke to a customer service representative via chat who incorrectly tried to tell me that two orders returned in a single package would still be charged two shipping fees before ending our chat. I now cannot get through to a representative via chat as my chats are immediately ended.
  
  This company does not follow the policies clearly stated on its own website, then makes it impossible to contact customer service. The website says that they usually respond within 18 hours but I have made two attempts 5 days ago and have not gotten any response.

  Business Response

  Date: 10/19/2022

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding your refunds!
  
  We sincerely apologize that you were not able to complete your return in a store as expected!  To clarify, you absolutely can return adult items to a kids’ store unless there is an adult store nearby that is within a reasonable distance where the return could be completed.  We are truly sorry for any confusion or frustration that ensued in not being able to return!
  
  Upon closer review of your returns, we do see that you were only charged a return fee of $7 on one of your orders.  We apologize for any confusion there!  Your order *********** was assessed a return fee of $7, but we have been sure to refund as of October 19th that as one-time courtesy.  You should see the refund of $7 process back to your VISA card ending in **** within the next 3-5 business days.
  
  It does appear as though the refund for your order *********** was issued to an e-gift card rather than your original form of payment.  Just to clarify the policy, we have a couple different return scenarios via mail. First, you can create an online return request within 30 days of the date that your order shipped to receive that refund to your original payment. If you do not create an online return request, then your mailed return must arrive AND be processed at our Distribution Center within that same 30 days in order to receive a refund to your original payment method. You can read more by visiting our “Online Returns” link at the bottom of our website.
  
  For this second order, it does not appear as though there was an online return created, so when our Distribution Center was able to process that package, it was just slightly outside of that 30 day time frame mentioned above.  As a courtesy, we have removed the funds from the e-gift card you received and sent a refund of $244.80 back to your VISA card ending in **** as of today, October 19th.  As with the prior refund, you should see those funds reflected in your account within the next 3-5 business days.
  
  Please let us know if there is anything else we may be able to help you with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 recently placed an order from Hollister: *********** and was told it would be delivered by the timeframe the agents I had spoken to said.
  When the order did not arrive I had contacted customer services and was told I can get a replacement or refund, I had wanted my items but was told at the time they were out of stock so was promised a refund.
  
  This is my first time ordering from Hollister online, I usually buy in store however this was a special birthday I wanted to get this gift for. I recieved an email from Hollister customer services to say there had been 2 orders placed in 'Texas USA' from my account/email. I have never been outside the UK and opened my account online with Hollister at the start of October and this is my first order! To be accused of placed past orders outside where I live is ridiculous and I had tried to contact customer services but everyone can't seem to find out about this or help, I just want the refund so I can buy my items in store!
  
  I was told my email hd been hacked previously and since changed my password but to say I made multiple orders outside of the UK is upsetting and disappointing. I hope you can help me sort this out.
  
  thank you,

  Business Response

  Date: 10/14/2022

  Hi *****, 
  

  We reviewed your previous contacts regarding your order *********** which you indicated that you did not receive, and we confirmed that we missed an opportunity to provide with better options regarding your missing process. Our Research & Resolution team takes many different factors into consideration when providing options and we are sorry that we did not provide with more options to receive 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, I 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# 614.283.8424. 
  

  Sincerely, 
  Siera
  Customer Service
  Abercrombie & Fitch

  Customer Answer

  Date: 10/14/2022

  I am rejecting this response because: this is the only order I have made under my account and address in the unites kingdom please provide me with what you say are other order that are lost under my home address?
  

• Initial Complaint

  Date:10/12/2022

  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 placed an online order to A&F (order number # ***********). Out of the 3 items I ordered, 2 shirts were too big. I decided to go A&F West Nyack store to make an exchange in person. The store did not have the shirts in stock so the cashier said he would be able to make an online exchange sent to my house. After my order was processed, I never received confirmation email saying they would be shipped to me. I questioned this in store. He called a manager who confirmed I would receive a confirmation email in the next hour. On Monday (10/10), I called A&F online customer service center. I spoke to a rep who told me to go back to the store in person to have them handle this for me as they were unable to help because their “systems” didn’t communicate. I asked to speak to a manager so they transferred me to a voicemail box. I left a voicemail with a manager. The voicemail said I should hear back within 48hours (as of 10/13 I have not heard back from a supervisor). I recalled on (10/10) and had another representative, “********” - She told the in store cashier handled my request wrong. She handled my exchange (like requested, ( new order # ***********) and she let me know that I should be getting a shipping email within 24 hours. I recalled on 10/13, as I saw one of the items was incorrectly processed (wrong color) and my order didn’t ship as communicated. The 10/13 rep informed me that “********” handled my order wrong and the only way I could receive my items was to place a return then wait for the billing team to process my request before reordering. I explained I only wanted to make an edit to the pending order since it hadn’t been shipped. The rep told me no and that my only option was to get a refund. The burden of this exchange has been placed on me. 2 out of the 3 reps mishandled my exchange. No rep I have spoken to has been able to correctly fulfill my request. I still have not heard back from a supervisor. I am out $120 without any shirts.

  Business Response

  Date: 10/19/2022

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau
  regarding your cancelled exchange order and missing refund!
  
  We sincerely apologize for the frustrating experience you
  had when speaking with our phone agents!  Here at Abercrombie & Fitch, we strive to ensure our customers have
  a pleasant experience each time they shop or interact with us, so we are truly
  disappointed this was not the case for you.  We have gathered the details of these interactions to be sent to the appropriate
  teams for further review and any corrective action that may be necessary.
  
  We are thrilled to see that our Payment Analyst Team was
  able to assist with a full refund for you on October 15th!  Wonderful!  We also show that an order was created for you for two plaid shirts on October
  13th, and the order has since been marked as delivered to you as of
  October 18th.
  
  Please let us know if there is anything else we may be able
  to help you with.  Thank you for shopping
  with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  Date:10/10/2022

  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.

  Order ***********
  I received the incorrect items, contacted customer service and sent them back immediately Sept 1 with tracked return label. Company confirms the order was received and my return has been processed, but I still have not received a refund. Two weeks later, and after many many phone calls, they still are telling me to allow another 3-5 business days for my refund, but I have been waiting now almost 6 weeks since I initiated the return. Incredibly frustrating, especially since the reason for return is not an error on my part - rather a huge inconvenience. I deserve to refund in a fair and timely manner. Failure to do so and I will have to file a charge back request with my credit card company - since I’m getting no where with customer service.

  Business Response

  Date: 10/14/2022

  Hi ******, 
  

  Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
  We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We are truly sorry for all of the miscommunication from our team regarding your return and we have shared feedback with the appropriate teams to prevent this mistake from occurring again. 
  We have processed a refund today for your order in the amount of CA$274.18. This refund is being processed back to your Amex ending in **** and may take up to 3 – 5 business days to reflect on your account. Additionally, we would love the opportunity to provide you with a better shopping experience to regain your trust in our brand. We have also sent you a 30% promotion code which can be applied to your next order if you would like to replace your order. You will receive the details of this promotion code in a separate email which will be sent out shortly.
  
  Sincerely, 
  *****
  Customer Service
  Abercrombie & Fitch

  Customer Answer

  Date: 10/14/2022

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

• Initial Complaint

  Date:10/10/2022

  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.

  One of the items I purchased was too small so I requested an exchange. I shipped the item promptly the next day after receipt of the item. Weeks go by and the exchange is not sent. The exchange request is later cancelled and the refund for the item has not been issued. The reason for cancellation was that it took too long; however, that is not my issue. I returned the item the next day. Their inability to ship themselves the item to the US warehouse from the Canadian one is not my issue. It is very disappointing to have to keep contacting unresponsive and rude customer service to track issues as well as the refund. All I want is the refund and be able to repurchase the initial exchange size for the price I originally paid. Their customer service and lack of promptness to address issues like this is highly disappointing.

  Business Response

  Date: 10/11/2022

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your cancelled exchange order!
  
  We are so sorry to hear of the confusion and delay in processing this exchange for you!  To clarify, once your return package has reached one of our carrier’s consolidation hubs for Customs processing, it will be marked as ‘Delivered’ prior to arrival at our Distribution Center in the US. A 'Delivered' scan does not mean the return package has been received by our Distribution Center or has been processed yet.  In these cases, we ask that you please allow up to 10 business days from the 'Delivered' scan for your exchange order to ship out to you.  In this case, the 10th business day after delivery to the carrier hub was Monday, October 10th.
  
  In reviewing your contacts with our Customer Service agents, we do see that there was absolutely an opportunity to help clarify this process much better, so we have been sure to address that situation with any corrective action that may be necessary.  We have also confirmed that your full refund was issued in three separate transactions on October 10th and 11th, which is within the expected time frame.
  
  We also show that one of our agents was able to assist with a price matched replacement order for these cancelled exchange items as of yesterday, October 10th!  Great!  For any future returns, we are more than happy to assist if your exchange gets cancelled, but please be aware that we do need to allow for the allotted 10-day time frame to pass in compliance with our carrier agreements.
  
  And please don’t hesitate to reach back out if we can assist with anything else.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:10/08/2022

  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.

  Hello,
  
  I placed an order with Abercrombie (#***********) and, on October 5th, received an email that my package was delivered. However, when I went to get it, it was not there. I have been in contact with Abercrombie and they told me my only remedy is to file a police report because it appears my package was stolen. I have ordered from Abercrombie consistently and have had deliveries without issue, so it’s disappointing that I am given an option that will not remedy the fact that I did not receive my package, especially considering now the items that I originally ordered are no longer available. As the merchant/seller, I hoped that Abercrombie would understand that things like this occasionally occur but that the customer should not suffer as a result, especially a long-time customer. I would hope for a refund but, if a new shipment is the only option, I would also accept a ship-to-store shipment of the order to avoid this issue again.
  
  Thank you,
  
  ******

  Business Response

  Date: 10/11/2022

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing package and lack of refund!
  
  We are so sorry to hear there was an issue with receiving your order, and that you were not provided with acceptable options!  We can understand your frustration and are happy to assist further.  
  
  Normally in situations similar to this incident, we are unable to approve a refund or replacement once the package has been confirmed as delivered with the photo proof.  Instead, that primary responsibility would fall on either the carrier if the drop-off location is inconvenient or to the local authorities if there is an issue with theft in your area.  We sincerely apologize for any confusion or inconvenience this may cause.
  
  After further investigation, we are happy to issue a full refund for your order as a special courtesy!  A full refund of $378.00 has been issued to your PayPal account as of today, October 11th.  Please note, no automated email is sent to confirm this refund, but the funds should complete processing back to your account within the next 3-5 business days.  Please keep an eye out for those!
  
  And please don’t hesitate to reach back out if we can assist with anything else.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 10/20/2022

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

• Initial Complaint

  Date:09/29/2022

  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.

  Order Number:
  ***********
  
  I submitted a request for an exchange on 9/12/2022 which was the day of delivery due to an issue with size. The item was returned on the same day via USPS using the return label enclosed with the order. After allowing two weeks for processing I have yet to receive any communication on whether the return was received. On 9/27/2022 I got a message saying that the exchange is canceled and online it says I will be receiving a refund. Due to not having a trace of a refund in my account I reached out to their website customer service chat and was only able to interact with a bot. I then sent an email but as their communication style seems to be nonexistent I will like to ensure this complaint and request for a refund is escalated and heard via other channels. I would like to receive a refund for the merchandise that was returned promptly (same day) as their inability to properly process exchanges or USPS's possible loss of packages is not my concern as the product I paid for and the service they promised are not being met.

  Business Response

  Date: 10/03/2022

  Hi *******, 
  

  Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!

  We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your order and show a refund of $60.06 was processed to your PayPal Account on September 30,200. Please allow 3-5 business days for this refund to be available in your account.

  Again, I am truly sorry for any inconveniences this may have caused. Please let us know if there is anything else we can assist with.
  
  Sincerely, 
  

  Siera
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.