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

  3968 Easton Sta Columbus, OH 43219-6064

• 

  Abercrombie & Fitch

  235 Easton Town Ctr Columbus, OH 43219-6077

• 

  Abercrombie & Fitch

  850 Hartford Tpke Ste R217 Waterford, CT 06385-4257

• 

  Abercrombie & Fitch

  2000 Route 38 Ste 722 Cherry Hill Mall Cherry Hill, NJ 08002-2100

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:09/27/2022

  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 bought 9/26 a hoodies Yellow size m, try to replace because has a defective small hole in one the sleeve, the store said this is the only one and even not available online, request a discount the cashier refused, called the this kids "manager " and what is disgusting answers loudly no more discount it's has enough, the kid never trained to be a customer service or how to talk to customer, I am really talk it because my son likes it , but this kid need to be fired, we not looking for big a money to be pride I don't know if the is the way you doing your business.
  Untrained unprofessional customer service.
  Store east brunswick nj

  Business Response

  Date: 09/29/2022

  Hi ****,
  
  Thank you for contacting us via the Better Business Bureau regarding your experience in one of our stores.
  
  We strive to ensure our customers have a positive and pleasant experience each time they shop with us so we are disappointed to hear that was not the case for you.  We would love the opportunity to look further into this experience for you!  We have reached out to you via email to gather a few more details.  Please keep an eye out for that email!
  
  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:09/26/2022

  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.

  Exchanged and item and was not on website that in order for me to receive my exchange I had to wait for A&F to receive it from me. No where on the website states this. I called twice no help asked to speak to a supervisor or manager both reps stated they would”TRY” to put in a request never took my info. Last rep was extremely rude and told me to hung up and wait for another rep. I purchased 2x after I made the exchange and those items have been delivered. Really bad customer service and experience

  Business Response

  Date: 09/27/2022

  Hi *******,
  

  Thanks for reaching out to us via the Better Business Bureau regarding your recent exchange with A&F!
  We strive to provide all 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 contacts and sent feedback over for coaching. We do not process refunds or exchanges until the return package is received and processed at our Distribution Center. This information can be found on our website under online returns. It does state to “Please allow approximately three weeks for your return to be delivered, processed at our Distribution Center, and for your refund to initiate/your exchange order to ship out to you.”
  

  I do see your exchange order has been cancelled. The return package was delivered on September 26,2022. You will receive an email regarding your refund once your return is processed.  If you would like to place a new order for the item, we can offer a price match and free two-day shipping on your new order. Please reach out to our Customer Service Team if you would like to place a new order for the items.
  
  Sincerely, 
  Siera
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  Date:09/25/2022

  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 ***********
  Abercrombie denied the request for my refund for an item i NEVER received. The refund was for $42.83 for the pair of shorts that was NOT in the package.
  I opened the package when it got delive*** to me to find only ONE item when there was suppose to be 2.
  i contacted them and asked for a refund for the MISSING item, and they emailed me basically saying they didn’t care and they didn’t give me my money back.
  It’s like taking money from my bank account without my permission, i just want my money back for the item i never got. That’s all

  Business Response

  Date: 09/27/2022

  Hi ***,
  
  Thank you for contacting us via the Better Business Bureau
  regarding your missing item!
  
  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 a missing item. 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 a similar
  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#
  614.283.8424.
  
  And 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: 09/27/2022

  I am rejecting this response because: My package was NOT stolen and it was NOT due to a “delivery issue” the package was delivered to me in perfect condition and unopened. It isn’t my fault if their workers couldn’t fulfill/pack all of my orders in the packaging.. i received ONE item in the package, there’s suppose to be TWO, but i only got ONE. I’m asking for a refund for the item that wasn’t shipped to me. That’s MY money and i want it back please. thanks
  

• Initial Complaint

  Date:09/25/2022

  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.

  Order #***********
  
  I'm filing a complaint over A&F's 30-day refund policy. I placed an order on August 15 using my credit card for a handful of dresses to use for my maternity photo shoot. On August 16 the order shipped, and on August 18 it was delivered. Since I have an ever changing baby bump, I held onto the dresses for a few days to ensure if I were to use one, it would fit.
  
  Per the A&F policy - which states "Return using our online returns and exchanges process: return must be initiated within 30 days of the ship date." - I had to INITIATE the return within 30 days of August 18.
  
  I have proof from Abercrombie that my return was "on its way back to A&F" on Sept 8, meaning I initiated the return on Sept 8.
  
  Fast forward to Sept 23 and I get an email from Abercrombie that my refund was returned via Store Credit!! Much to my surprise, I'm somehow outside of the 30 day window and I spent over an hour talking with Customer Service over the refund policy that I STILL CANNOT UNDERSTAND!!
  
  Apparently the package needed to be processed back by September 15 at their facility to make it within the 30 day window, but that means the box I sent on Sept 8 took 15 DAYS FROM RETURN SHIPMENT TO BE PROCESSED, a timeline that no doubt varies based on some A&F Warehouse Employees work ethic, not ME AS A CUSTOMER, AND I'M SOMEHOW SUPPOSED TO KNOW THAT I NEED TO GIVE A&F TWO WEEKS OUT OF MY 30 DAYS?!??!
  
  This policy is SHADY at best and not consistent across your policies!
  
  If you break it down, your 30 day window is actually LESS THAN 2 weeks because apparently your facility NEEDS TWO WEEKS to process it so I CAN GET A REFUND!
  
  The Customer Care person couldn't clearly explain the reasoning, and I know it's because it doesn't make sense. The math just isn't adding up and I'm caught in the middle.
  
  Absolutely poor customer Experience and I'd like my FULL refund back to my credit card as you have done with other customers who have been caught in your greedy corporate policy.

  Business Response

  Date: 09/27/2022

  Hi ********,
  
  Thank you for contacting us via the Better Business Bureau regarding your refund!
  
  We are truly sorry to hear of the frustration and confusion surrounding our return policy that resulted in your receiving an e-gift card as a refund!  To help clarify, “initiating” the online return is in reference to using our online return tool to submit the return online, allowing us further visibility into tracking.  You can also send your items back simply using the return label provided in your package, but that does not allow for as much visibility and wiggle room when it comes to issuing your refund.  We sincerely apologize for any confusion!
  
  For any future returns you may have, we strongly recommend using our online return tool to begin your return before mailing your items back!  This allows us to assist in tracking, can help to issue your refund quicker, and can help to ensure your refund is processed to your original from of payment if desired!  You can find this tool by scrolling to the bottom of our website and clicking the link titled “Online Returns.”
  
  As a courtesy for your first time experiencing this, we have cancelled the e-gift card you received and issued the funds back to your original payment.  A full refund of $1,154.00 has been issued to your AMEX card ending in **** as of today, September 27th.  Please allow 3-5 business days for the funds to complete processing back to your account.
  
  And 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
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  Hi, Abercrombie is a company that I have never had an issue previously. I love the stores, the locations, the smell, the clothes. Because of COVID I started ordering online, however, it has been the most awful experience I have ever had. I ordered multiple items in sizes that I have previously worn and NOTHING fit. I don't blame the company, sometimes things are different sizes, however, I have an issue when I do not receive the refund for the items I returned. My order Order ************ sent as two different orders. I received both, however, not one item fit so I returned everything. I returned the original back, the little plastic bags around the clothing and everything had the labels. It was busy when I returned it. I explained that it was everything I ordered but it came separately but she informed me it didn't matter. Weeks later I received a partial refund. I called and ask for the full refund and was told to go in store because they couldn't pull up the return. I went in store, it wasn't the same lady and asked what the problem was and they told me to call corporate so I called again and they escalated it and then just stopped answering. I also tried the chat and they said they were unable to issue refunds. What is going on with this company. Abercrombie used to be incredible customer service, however, now they are not even giving me the refund I am owed. I have learned how this company operates and will not be shopping here again. So, I hope they are happy that they have lost a loyal customer!

  Business Response

  Date: 09/20/2022

  H* *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your return made in our store!
  
  We are so sorry to hear there is some confusion about the refund that was issued to you after completing a return in one of our stores!  We have completed an internal investigation and were able to determine that only 4 items were returned on July 23, 2022.  Since we have confirmed that the number of items refunded is correct in our system, the refund of $136.01 sent to your VISA card ending in **** is accurate.
  
  We appreciate you allowing us the opportunity to investigate this further.  Please let us know if there is anything further we can assist you with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 09/21/2022

  
  I am rejecting this response because: Check your footage, that is incorrect. If you want you can provide me with the footage and I can show you. I will be leaving a review online and I will make sure no one I know ever shops at your stores. I will never step foot or spend a red cent at your location again! 

  One bad experience to ruin years of loyalty.

  
  

  Business Response

  Date: 04/19/2023

  Per business, they have video footage of the return, proving only 4 items returned.  BBB has received the information.

• Initial Complaint

  Date:09/18/2022

  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.

  I shipped 2 separate return orders to Abercrombie at the same time. They both arrived at the distribution center on 9/1/2022. However they failed to scan both in when received and only scanned in one. I was refunded for that to my original
  Payment method as requested. However I was persistent about the other order and finally a rep told me that they did find it and it just wasn’t scanned in. I was relieved by this initially. However the representative failed to refund my original payment method and proceeded to explain something that made no sense (I will attach a screenshot of the email.) I was sent an “e-gift card” which I did not want, I wanted Abercrombie to refund Klarna. I was told billing would email me 2 weeks ago. They have yet to do so. I have called and spoke to numerous representatives over the last several weeks and have been told each time that the previous person didn’t do something correctly and I was never put in to “Que” to be reached by billing. I’ve spent countless hours of my time trying to resolve a problem that I did not cause! I am not being charged by Klarna because Abercrombie has not confirmed with Klarna that they received the jeans. This is unprofessional and I want my refund issued to my original payment method.

  Business Response

  Date: 09/19/2022

  Hi **********,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing refund!
  
  We are so sorry to hear there was an issue in receiving your correct refund amount!  We absolutely understand your frustration in the delay and are sincerely sorry for this experience.  We have reviewed your contact history to determine where the issue occurred in sending your information along for a refund and will be sure to implement any corrective action that may be necessary.
  
  We are thrilled to confirm that our Klarna specialist was able to issue a full refund of $67.53 to Klarna as of today, September 19th!  While we send that information along to Klarna right away, it can take them up to 14 days to make any necessary adjustments to your account.  We recommend contacting them at your earliest convenience to help confirm that the refund was processed on their end.
  
  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
  
  

• Initial Complaint

  Date:09/10/2022

  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: ***********
  Placed: 09/01/2022
  Store: Abercrombie.com
  Order Total $39.74
  I contacted abercombie.com via chat on 9/9 stating I did not receive this purchase. I was advised by the agent that once approved I would get refunded. the next day I got an email from Abercrombie stating that basically they dont care and they wont refund me for the lost item.

  Business Response

  Date: 09/12/2022

  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 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 ***********. 
  
  We confirmed that this decision was reversed, and the refund
  was approved on September 12, 2022. A refund was processed in the amount of $39.74
  back to your MasterCard ending in ****. You should also receive an email to
  confirm this action. Please allow up to 3-5 business days for the refund to
  reflect in your account.
  
  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: 09/13/2022

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

• Initial Complaint

  Date:09/07/2022

  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.

  Company gave store credit instead of due refund despite my return being shipped and processed within 30 days per their return policy:
  
  "To receive your refund to your original payment method, returns in resalable condition must be delivered to, and processed at, our Distribution Center within 30 days from the date of the last shipment. Please note that we cannot accept returns without your receipt, invoice, or order confirmation.
  
  Returns received and/or processed after 30 days of the date of the last shipment will be refunded to a merchandise credit in the form of an e-gift card and sent to the email address used on your order."
  
  My order # is: ***********. It was delivered on 8/4/22 and the return was processed on 9/3/22 - still within 30 days.

  Business Response

  Date: 09/12/2022

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding
  your refund!
  
  We are sincerely sorry to hear of your frustration
  surrounding our return policy!  To
  clarify, our return policy states that a return must be initiated and processed
  at our Distribution Center within 30 days of the shipment date, not the
  delivery date.  So sorry for any confusion!
  
  We are thrilled to confirm that as a one-time courtesy, we
  have removed the funds from the e-gift card you received and issued a full
  refund of $151.22 back to your PayPal account!  This refund was processed on September 9, 2022 and should reflect in
  your account within the next 3-5 business days.
  
  Please let us know if we can help with anything else.  Thank you for shopping with Abercrombie &
  Fitch!
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  Date:09/02/2022

  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.

  This complaint is about Hollister Co. I placed an online order on 08/30/2022, using the same card and billing information as a previous order that is successfully processed and delivered to me. The next day 08/31, I received an order cancellation email. I contacted customer service, and they replied: "we determined that your order was mistakenly cancelled. We have created a new order that matches your previously cancelled order (same prices and promotions)" So I followed the link they provided in the email and paid for that new order they created for me. The next day 09/01, I got an order cancellation email again, to the new order that they created for me! I contacted customer service again, and this time, they changed they wording and replied that its due to my billing issue...
  I have used the SAME card, with the SAME billing information that's saved in my Hollister account profile, had no issue with a previous order. I don't understand why, the customer service team first admitted its due to their false that they mistakenly cancelled my order, and then the next day, it falls under my false??? Now my time has wasted, my promo code has wasted and the promotion has ended.

  Business Response

  Date: 09/08/2022

  Hi ***,
  
  Thank you for contacting us via the Better Business Bureau regarding
  your cancelled orders!
  
  We are sincerely sorry to hear that both of your orders were
  cancelled, especially after contacting us about the first cancellation!  We have confirmed these cancellations were
  made in error and have been sure to provide any corrective action that may be
  necessary to prevent this from happening again.  We absolutely understand your frustration in this scenario and are truly
  sorry!
  
  We would love the opportunity to ensure you receive these
  items ordered.  We would be happy to
  honor the original prices you paid, plus an additional 20% off as a courtesy.  Unfortunately, we are unable to complete that
  process through the Better Business Bureau portal, so we have also reached out
  to you via email to help get that order completed.  Please keep an eye out for that!
  
  We look forward to speaking with you!
  
  Sincerely,
  
  ****
  Customer Service
  Hollister Co.

• Initial Complaint

  Date:09/01/2022

  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 stopped at hollister to do a return after being sent the wrong Items, the young lady was very nice at first but because i stated i didn’t have the receipt it became a issue but i did have the package label she acted as if the items where stolen . I went back to my car an found the receipt, I returned back in the store to do a return she still was hesitant about doing the return even though I had my receipt she did the return which I thought she was going to give me cash back or even store credit so I can purchase something else she put the money back on the card that I no longer had which was reported lost she gave me a hard time about just reversing it and let me purchase something. I just said forget it an went to shop without confrontation I went to the back of the store to look at a fruit items as I’m walking back towards the front I hear her and a coworker speaking about me stating how I should’ve said something before hand and a couple other things. There was a lady returning something right next to they didn’t give a problem to but i figure because I am a young black women this was fair, therefore i walked out of the store an will never step foot back in there again. This is about my second or 3rd time having issues with this store enough is enough.

  Business Response

  Date: 09/02/2022

  Thank you for contacting us via the Better Business Bureau regarding your store experience!
  
  We take matters like this very seriously and would love the opportunity to look further into this incident for you.  We do need to gather a few more details for our investigation, so we have reached out to you via email.  Please keep an eye out for that!
  
  We look forward to speaking with you!
  
  Sincerely,
  
  Kate
  Customer Service
  Hollister Co.