We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Stores.

Complaints

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

Find a Location

Abercrombie & Fitch has 598 locations, listed below.

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

    Please enter a valid location.

    Customer Complaints Summary

    • 703 total complaints in the last 3 years.
    • 345 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a few items online from Abercrombie and Fitch. Unfortunately had sizing issue. Returned them via Canada Post which was delivered to the address provided by them on the issued shipping label on the 6th of this month. The address is one in Mississauga probably. However calling and texting them since in the hope of getting my refund. Everytime I get to hear a new excuse but no refund in sight yet. The worst parts, I have been informed I will be charged for the return shipping which is still understandable but Abercrombie has never updated me with any information about the progress of the return or refund for that matter from their end and I mean ABSOLUTE ZERO CONVERSATION.

      Business Response

      Date: 07/21/2022

      Hello ********,

      Thank you for reaching out to us via the Better Business Bureau
      regarding your refund!

      I am truly sorry for the delay you’ve experienced in receiving
      this refund!  To help clarify the
      process, we are normally unable to issue a refund until the package has arrived
      back to our Distribution Center in the USA and has been processed by our
      Returns Team.  In Canada, our carrier
      partners have assured us that they will return those packages to us within 21
      days of receiving them, but it appears as though that did not occur in your
      case.  I am so sorry about that!

      I was able to verify your return tracking information, so I
      have gone ahead and issued that refund for you now to ensure you don’t have to
      wait any longer!  A refund of CA$94.91 has
      been sent to your PayPal account as of today, July 21st.  You should also receive an email to confirm
      that amount shortly.

      Please note, it normally takes about 3-5 business days for
      the funds to complete processing to your account, but it can take up to 21 days
      in some cases.  I recommend keeping a
      close eye on your account to see when those funds may become available to you
      and connecting with PayPal if you don’t see them within the next week or so!

      Thank you for shopping with Abercrombie & Fitch!

      Sincerely,

      ****
      Customer Service
      Abercrombie & Fitch

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on June 19th, 2022 for $564.60. Order# ***********

      When I received the shipping confirmation, I noticed that it was being shipped to the wrong address. I checked that my address was correct in their system. I called the shipper (FedEx) to notify them that the package was en route to the wrong address. They advised me to contact Abercrombie directly.

      I reached out to Abercrombie Support, who advised me to call them once the packages had been delivered in full, and they would refund me the money, but that they could only do this once all packages in the order had been delivered. I followed their instructions and was promised a refund, only to receive an email the next day from their Research and Resolution team that my request had been denied. I have reached out on 5 additional occasions, and each time, customer service tells me they can see record of everything as noted above, that they acknowledge that it was shipped to the wrong address, and that I should be refunded. However, their Resolution team must process the refund, and they will not reply to me.

      Had I been advised that there was even a chance that I would not be refunded, I would have left a note in the mailbox of the delivery address to attempt to intercept the package or find some way to resolve this on my end. Instead, I followed the directions exactly as provided by Abercrombie support, and now I have lost $565. I would like Abercrombie to honor their promise and provide a refund or at a minimum, a merchandise credit for the product I purchased and never received. I would like to reiterate that I flagged this with Abercrombie BEFORE any packages had been delivered.

      Business Response

      Date: 07/19/2022

      Hi *****,

      Thank you for reaching out to Abercrombie & Fitch via
      the Better Business Bureau in regard to your order and refund.

      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, or if the information provided is inconsistent. 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. 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#
      ###-###-####.

      Sincerely,

      ****
      Customer Service
      Abercrombie & Fitch

    Abercrombie & Fitch is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.