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:09/01/2022

  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.

  I called Abercrombie prior to making my return to confirm that they put a note on my account asking if it would be okay to return my items 2 days past the 30 day return policy back to my original payment method due to contracting COVID and feeling sick. The customer service rep ensured me that they put a note and just may need to call again to confirm that I did return it.
  
  I did not receive ANY refund to email credit or original payment until nearly 2 months later after I called customer service to follow up and was hung up on multiple times. They also assured me that it would go back to my credit card and would see it on my original payment method due to the severe delay.
  
  They then issued me a credit for the items and I called again, and was hung up on multiple times until they assured me a couple weeks ago that they payment department would reverse it or reach out to me to go over the case and have still not reached a resolution.
  
  I spent nearly $400 and am severely disappointed with my experience and the miscommunication and will not be shopping here again.
  ***********
  ***********

  Business Response

  Date: 09/01/2022

  Hi ********,
  
  Thank you for contacting us via the Better Business Bureau regarding
  your refunds!
  
  We are so sorry to hear there is some confusion and frustration
  surrounding your refunds!  To clarify, we
  are normally unable to issue any refunds to your original form of payment if a
  return is made after 30 days, so we sincerely apologize for any misinformation
  that was provided.  We have been sure to
  address that with the appropriate teams for any corrective action that may be
  necessary.
  
  As a courtesy, we were able to reverse the refunds for both
  of your orders from the e-gift cards you received back to your PayPal account!  Two separate refunds of CA$247.70 and
  CA$112.10 have been sent to your PayPal account as of today, September 1st.  Please allow 3-5 business days for the funds
  to complete processing and reflect in your available balance.
  
  Please let us know if there is anything else we may be able
  to help with.  Thank you for shopping
  with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

  Customer Answer

  Date: 09/02/2022

  I have received my refund and accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:08/29/2022

  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 11 items that were marked delivered on 8/25 however, did not actually arrive. I contacted Abercrombie customer service via their live chat within a few hours of receiving the "Delivered" email and was informed to wait 2 days as sometimes UPS will mark delivered but will deliver the following day. I even paid more for expedited shipping to ensure I receive my order on time for my trip abroad. On Sunday 8/28 I reached out to them once again and informed them I have not received anything. The agent said she submitted a refund request and I should receive the refund to my original method of payment within 3-5 business days. Today, I received an email from A&F that I will not receive a refund as in their records "UPS delivered your package on 8/25/2022". Please note that UPS says the package was left "at the front door" which is NOT TRUE as I work from home and I was home all day. A&F told me to file a police complaint if I believe the package was stolen from my property however, to even enter the building where I live, the carrier would have to look up my name on the door panel and ring my apartment so that I can let them into the building. No one rang my apartment and no package arrived at my address on the 25th so I cannot even file a police complaint because the package never made it into my apartment building. This is my first time ordering from A&F and I was very excited to receive these items for my upcoming trip to Europe. Had I known that this would happen, I would have never ordered from them! Not only the package is lost but customer service is very unprofessional. DO NOT buy from here. I’ve read that this has been happening to other buyers as well. I also reached out to UPS who stated that they cannot do anything on their end and I should reach out to the merchant, so I am requesting a full refund on the order.

  Business Response

  Date: 09/01/2022

  Hi *******,

  Thank you so much for your patience as we worked with our Research and Resolution Team to further review your missing package for 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 your recent request for order ***********.

  We confirmed that this decision was reversed, the refund was approved on 9/01/2022, and a refund was processed in the amount of $670.61 back to your American Express ending in ****. Please allow up to 3 – 5 business days for the refund to reflect in your account. It appears that a previous refund of $23.87 was processed on 8/25/22, so your full order total has been refunded as of today.

  Thank you for taking the time to reach out and allow us an opportunity to review your experience again. We hope to shop with you again soon and provide you with a better shopping experience.

  Sincerely,

  ****

  Customer Service

  Abercrombie & Fitch Co.

• Initial Complaint

  Date:08/25/2022

  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.

  Made a return to store on 7/19/22 for an online order. Cashier in store tried to refund the whole order on PayPal, but part of the order was purchased with merchandise credit. PayPal does not accept refunds above what was paid out, so therefore my merchandise credit refund has been missing. I was informed by a customer service representative that I contacted Abercrombie and Fitch more than 23 times about this particular issue with no resolution over the course of a MONTH. You read that right, greater than 30 days without a refund. I finally spoke to someone who was actually helpful and said oh I see the problem: “the first person you spoke to left no details about the case so the system automatically closed it out.” Well every proceeding time after that, I was informed that my cases were automatically being closed out by the system so I had to keep calling to reopen my cases to get MY refund. I don’t have the time to keep following up about a refund. Extremely displeased with Abercrombie’s customer service experience. And 90% of the time the online chat wouldn’t even work! As soon as I would enter my information, I would get notified that the chat has ended.

  Business Response

  Date: 09/01/2022

  Hi ****,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing refund!
  
  We are truly sorry to hear that you did not receive your full refund at the time of your return.  We absolutely understand how frustrating it is to also not be able to get in contact with us.  After closer review, we do see there was a system error preventing your contacts from reaching our Customer Service department.  Please rest assured that we have corrected that mistake and provided feedback to the appropriate teams to help ensure it does not occur again!
  
  We are thrilled to see that our Payment Team was able to get the remaining refund of $31.72 issued to a new gift card for you!  You should have received an email to confirm that new e-gift card as of August 24th.  If you did not receive it, please email us at [email protected] and we would be happy to provide that for you!
  
  Please let us know if there is anything else we may be able to help with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:08/20/2022

  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.

  In July 2022, *********** order was returned to A&F. I received an email from them indicating my return was in transit. I was also told via phone that my return arrived at the warehouse & was processing. After 2 phone calls & no refund posted, I opted to file a credit card dispute in order to get my money back. Instead of A&F investigating, resolving the complaint on my behalf, they are now discriminating against me & not allowing me to place future orders until I withdrawal my dispute or return the $ from my order.
  
  I find this extremely frustrating, ridiculous, & discriminatory as I am not at fault. I should not be “punished” due to the company’s negligence. A&F should be grateful that I still want to patronize their company despite being treated in such poor regard.
  
  Attached is a screenshot of the email I was sent indicating my return was enroute, proving I am NO LONGER in possession of the items.
  
  My account needs to be reinstated & A&F should apologize for treating such a loyal customer like a criminal.

  Business Response

  Date: 08/23/2022

  Hi ******, 
  

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

  We are currently investigating the dispute.
  During dispute investigations any orders placed by the account are canceled until the review is complete. But, since our records show that you have outstanding customer history with us, I will remove all shopping restrictions from your account.
  

  A review team member will reach out within 72 hours if we need more information.
  If you do not hear from us, the situation has been resolved and no more follow-up is needed. In the interim, you may continue to place orders without concern of possible cancellation.
  Any pending charges you see from us will drop from your banking account in 3-7 business days.
  

  Unfortunately, we cannot re-activate an order once it is canceled, but if you need help placing another order please call us at ###-###-#### or chat in so a live agent can assist you.
  

  Have a great day!
  

  Sincerely, 
  

  *****
  Customer Service
  Abercrombie & Fitch
  

  
  

• Initial Complaint

  Date:08/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on August 7, 2022. I received my order on Sunday, August 14th, and it was delivered to me with the box open. I took pictures of the box and called A&F. The person I spoke to said that the package should have been sent in a bag and not in a box. I explained that this is not the first time that I've had issues with the way things are packaged and shipped at A&F. I explained to the representative that I'll get my order in a box that's been taped with cheap brown paper tape and cannot withstand the weight of the items or withstand the way couriers are handling the package en route, or the contents of my order will be crammed in a bag that rips from how many items are shoved into it. The rep said not to worry and that my items will be shipped again with another courier and that he will send another email to research and development. I said that I had pictures to show that it was shipped in a box even though it wasn't supposed to be and that the tape couldn't withstand the weight and handling. I received an email Monday August 15th saying that my request was denied. I called Tuesday August 16th to speak to someone and sent in the photos, and that rep forwarded the photos to R&D. I received another email stating that I could not get a replacement or a refund because I had three other orders like this. So instead of addressing the issue, which is how the items are shipped, A&F blames the customer and invites them to ship it to a different address or pick up in store. Gee whiz, solid problem solving R&D. I did have it shipped to another address, which A&F has a record of, and I still had this issue. I cannot just pick up items in stores because I have a disability. That means a lot of planning goes into trips to stores, even if it's a simple pickup, and sometimes I end up not being able to make it, hence my order being canceled. They'd rather just make it the customer's problem instead of addressing packaging problems.

  Business Response

  Date: 08/19/2022

  Hi *****, 
  

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

  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# ###-###-####.
  

  Sincerely, 
  

  *****
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer Answer

  Date: 08/19/2022

  Their response stating that I'm claiming my package is lost or stolen is incorrect.  I received my package, however there are items missing from that package.  They want me to file a police report that says what exactly?  That received my package that was damaged during transport because of A&F's shoddy packaging, but I'm missing jeans from the package that likely fell out during the shipping process?  I've already sent pictures proving that I received the package.  I can't file a fraudulent police report that says I didn't receive my package because it was lost or stolen.  Again, rather than take responsibility for their poor shipping materials and packaging, they'd rather put the onus on the customer.  I reject this response in its entirety.
     
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  Ordered two dresses from them on 7/18/2022. I ordered Short-Sleeve Smocked Midi Dress White Print in Medium Petite and the Angel Sleeve Trapeze Mini Dress in Brown Pattern Small Petite. Received one package from them that had a Medium Petite Brown bra in it (did not order a bra) with no return label - reached out to try and obtain return label - did not hear back. About 2 weeks later received the Trapeze dress and that did include a return label. After reading fine print on their website it indicated you could return two items in same package even if they were shipped separately. So returned bra, I didn't order, and Trapeze dress (did not fit). While on their website I went to see if I could reorder Smocked dress I originally ordered and different size in Trapeze dress- they were both sold out. Returned both dresses in same package with return label included in one package via USPS last week of July 2022, and have not received refund, nor is their "chat" working on their website after trying several different times during their business hours as well as their 1 800 - you are just left on hold inevitably. I have tried reaching out via email as well and no one returns my message to see about my order. Order total came to $116.32. Order # ***********
  ****** **** ******[email protected]

  Business Response

  Date: 08/17/2022

  Hi ******,
  

  Thanks for reaching out to us via the Better Business Bureau
  regarding your recent purchase with A&F!
  We are so sorry to hear there was an issue with receiving
  your refund for your return.
  

  We confirmed that a refund was processed in the amount of $116.32 back
  to your PayPal Account. Please allow up to 3 – 5 business days for the refund
  to reflect in your account.
  

  Sincerely,
  *****
  Customer Service
  Abercrombie & Fitch

  Customer Answer

  Date: 08/18/2022

  I accept the business's response to resolve this complaint, though it would have saved me time and you one less complaint had I been able to contact directly through your email you provide ([email protected]), or the chat on your website or the 1800 number you all provide on your website -none of which I could reach anyone to help with this matter for weeks about getting a return slip for wrong items sent and why I was not refunded after sending back, until today after contacting bbb yesterday. Happy it’s finally resolved. Thank you, bbb!
  

• Initial Complaint

  Date:08/14/2022

  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’ve ordered 6 items which were marked delivered on 8/10 however, did not actually arrive. I contacted Abercrombie customer service via their live chat the same day and was informed to wait 2 days as sometimes FedEx will mark delivered but will deliver the following day. On Friday 8/12 I reached out to them once again and informed them I have not received anything. The agent stated she will issue a replacement package. I then received an email stating I will not get a replacement or a refund because they think I’m lying knowing I’ve ordered from them before and never had an issue like this, anything that didn’t fit in previous orders was returned and successfully refunded. I’ve read that this has been happening to other buyers which is a shame of how a business can run like that. Abercrombie stated to reach out to FedEx. FedEx stated they can’t do nothing on their end and I should reach out to the merchant. This purchase was over 400$ and they think it’s ok to not give me a refund. Unbelievable. My order number is ***********. I’ve attached my past orders and had no issues with them arriving. Not sure where are they getting their information from of having this happen before or having requested reshipments.

  Business Response

  Date: 08/17/2022

  Hi ********, 
  

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

  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 8/17/2022, and a refund was processed in the amount of $492.53 back to your Apple Pay Account. Please allow up to 3 – 5 business days for the refund to reflect in your account. 

  Sincerely, 
  *****
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer Answer

  Date: 08/18/2022

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

• Initial Complaint

  Date:08/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my package never arrived

  Business Response

  Date: 09/01/2022

  Hi ****,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order!
  
  We are so sorry to hear that you did not receive your order!  We would be happy to help with the next steps, including exploring any available options to get you a refund!  Unfortunately, there are some verifications that are needed in order to begin that process, so please reach out to us via email at [email protected] for assistance with the next steps!
  
  Please let us know if there is anything else we may be able to help with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:08/12/2022

  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 bought a pair of shorts. I was given a pair with a security tag. Order number ***********. I'm not driving another 3 hours for your mistake.

  Business Response

  Date: 08/17/2022

  Hi ****, 
  

  Thanks for reaching out to us via the Better Business Bureau regarding your recent purchase with HCO!
  

  We are so sorry to hear there was security tag still on your item purchased. 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 have requested a replacement item be sent to you at no cost to you. Once this replacement item has shipped you will receive an email with tracking details so you can track the package. If the item is no loner available you will be refunded to the original form of payment instead.
  

  Again I am truly sorry for any inconveniences this may have caused.
  

  Sincerely, 
  

  *****
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer Answer

  Date: 08/17/2022

  I appreciate that greatly, thank you.
  
  

• Initial Complaint

  Date:08/12/2022

  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 purchased a dress at the Facebook store. Order number *********** on July 8th. This item did not fit so I followed the return instructions and returned the item to them and it arrived back to them through FedEx on August 2nd. I have contacted their online customer service 4 times by phone and once on my Facebook messenger and they keep telling me the refund has been processed but it has NOT! I have not received any email confirmation and my credit company has not received the refund. The customer service is appalling and I just keep getting the run around about my $127. 80 refund. I WANT MY MONEY BACK! I returned the item they owe me a refund! I should not have to go to these lengths to receive my money back. This is ridiculous!

  Business Response

  Date: 08/19/2022

  Hi *****, 
  

  Thanks for reaching out to us via the Better Business Bureau regarding your recent purchase 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 return, and the refund has been processed today. We are truly sorry for all of the miscommunication from our team regarding your refund 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 $127.80. This refund is being processed back to the account associated with your Instagram 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