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Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

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Complaints

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

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Abercrombie & Fitch has 598 locations, listed below.

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    Customer Complaints Summary

    • 704 total complaints in the last 3 years.
    • 344 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 14, 2025 I placed 2 orders: order #1 (***********) with 1 pair of jeans then order #2 (***********) with 2 pairs of jeans (1 pair of which were the same as the pair of jeans from order #1). I immediately contacted A&F customer service to cancel order #1, however, was told by ***** **** that I could not cancel the order and would have to return after delivery. I notified ***** **** that it was a "final sale" item and it could not be returned. ***** **** insisted that it was just "clearance sale" and she would make a note in the case (I1KZ9P) that I could return after delivery. On April 17, I received order #1 and order #2. I contacted A&F on April 18 to return order #1 and was told by Precious (case OG8Q8P) that I could not return the order despite wanting to honor any commitments made by her coworker.

      Business Response

      Date: 04/22/2025

      Hello Francesca,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/22/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

      ********* ******-********

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery 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 with Abercrombie & Fitch, which was marked as delivered. Almost a week later, I have not received the package despite checking thoroughly and confirming with neighbors and building staff. I contacted customer support, and although they acknowledged the package was likely lost, they refused to issue a refund. Instead, they offered to place a new order but required me to pay again.Ive been a loyal Abercrombie & Fitch customer for over a decade and have never encountered an issue like this. I believe it is unfair and unacceptable for the company to require additional payment for an order I never received. I am requesting a full refund for the undelivered order.

      Business Response

      Date: 04/22/2025

      Hello Xinyi,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best.  We are thrilled to confirm that your order was approved for a replacement package and the new shipment should be on it's way to you very soon!  ***************** Team sent an email to confirm that replacement to you on April 18th, 2025. Please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

      Customer Care
      ********************** & ********************

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery 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 made ************ 17 March and 19 March in Hollister, and they were delivered in 22 March. However, I didnot receive these orders, I ask for refund/replacement. Here are the details of the 11 orders.order/track/subtotal 211703728581LSCZQS004T02WN$21.99 211703901641LSCZQS004T0RV2$21.99 211704024401LSCZQS004T00QI$25.00 211704116141LSCZQS004T0GA6$21.99 211705461351LSCZQS004T0LWL$19.99 211708484401LSCZQS004T8SGD$15.00 211708950431LSCZQS004T8MS0$21.99 211708950901LSCZQS004T8Q9T$17.99 211708837461LSCZQS004T8UTV$21.99 211703836541LSCZQS004SZOQ7 $34.99 211705627091LSCZQS004T8D72$9.99 I have connected with the Ontrac-lasership and they asked me to contact with the seller for further assistance. I also talked to live agent of Hollister, and she promised to make the refund/replacement for me, but the refund/replacement was rejected by Hollister in 26 March.I investigated the surveillance footage and discovered that my packages were stolen. I have saved the surveillance video. So I connected with the live agent again in 9 April and In 10 April, the specialized replied to me via emai and said "Once the package is delivered to the shipping company from our distribution center, we are no longer responsible for lost or stolen packages of your property." The specialized team rejected to give me any solutions at all. I cannot accept their bad attitude to ***** a responsible retailer, it is imperative that Hollister ensures the safe delivery of all customer orders. However, the theft of my package indicates a failure in your delivery service's duty of care. I believe Hollister should take full responsibility for ensuring the secure delivery of orders to ************ light of this incident, I kindly request that Hollister compensates me for the loss incurred. Specifically, I am requesting either a refund of my order total or a replacement of the stolen items.I trust that Hollister will address this matter promptly and refund/replacement me.

      Business Response

      Date: 04/18/2025

      Hello Zhe,

      Thank you for reaching out to us. We're truly sorry to hear that you may not have received your recent Hollister Co. orders. We can only imagine how frustrating and disappointing this experience must be, especially when you're looking forward to receiving your purchase.

      After carefully reviewing your situation, we regret to inform you that our customer care team is unable to provide further assistance once a package is marked as delivered by the shipping carrier. At that point, the order is considered fulfilled on our end. We understand that this may not feel like a fair resolution, especially if your package is missing or may have been stolen, and we sincerely apologize for the frustration this causes.

      If you'd still like to receive the items, we recommend placing a new order. Our team can work with you to match the original pricing to help minimize the inconvenience.

      Please know that this decision was not made lightly, and we genuinely appreciate your understanding.

      Best regards,

      Customer Care
      HCo.

      Customer Answer

      Date: 04/18/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23216358

      I am rejecting this response because: 

      Hi, I am a big fan of Hollister and I am also a golden VIP customer. But I am very disappointed with the stolen packages this time. And I feel very upset on the attitude of your agent team. It is bad business not to reimburse a buyer when I can provide proof that I never received my packages. I have provided the security cam footage video as the evidence that my packages are not received at all.

      First, when I found I didnot receive my packages, I tried to connect with your live agents and the agents of ontrac-lasership. I also checked my footage videos. I also called the police and report the stole packages to the police. I tried everything I can to find my packages. But Hollister never helped me to solve this issue. I feel very disappointed and angry. Hollister didnot take your responsibility very seriously to guarantee that packages being received by customer.

      Second, as the seller, it is your responsibility to protect the security for customers making their purchases. The carrier asked me to connect with you which means you bought the insurance for my packages. Now my packages are stolen, why cannot you refund me?

      Third, in the email, you replied that you can match the original pricing if I made new orders. However, the items in my orders are already out of stock. It is not possible for me to make new orders, so I insist that I ask for the refund for my 11 orders.

      order/track/subtotal
      21170372858 1LSCZQS004T02WN  $21.99
      21170390164 1LSCZQS004T0RV2 $21.99
      21170402440 1LSCZQS004T00QI $25.00
      21170411614 1LSCZQS004T0GA6 $21.99
      21170546135 1LSCZQS004T0LWL $19.99
      21170848440 1LSCZQS004T8SGD $15.00
      21170895043 1LSCZQS004T8MS0 $21.99
      21170895090 1LSCZQS004T8Q9T $17.99
      21170883746 1LSCZQS004T8UTV $21.99
      21170383654 1LSCZQS004SZOQ7 $34.99
      21170562709 1LSCZQS004T8D72 $9.99

      Regards,

      *** ***

      Customer Answer

      Date: 04/21/2025

      Hi, Here are the **************************************************** March 22 in the attachments. And I have the evidence that the packages are stolen. I provide the footage vedio. Hollister should be responsible for delivering the packages safely to me. Therefore, I ask for refund for my 11 orders. Hope BBB can help me, please.

      order/track/subtotal
      21170372858 1LSCZQS004T02WN  $21.99
      21170390164 1LSCZQS004T0RV2 $21.99
      21170402440 1LSCZQS004T00QI $25.00
      21170411614 1LSCZQS004T0GA6 $21.99
      21170546135 1LSCZQS004T0LWL $19.99
      21170848440 1LSCZQS004T8SGD $15.00
      21170895043 1LSCZQS004T8MS0 $21.99
      21170895090 1LSCZQS004T8Q9T $17.99
      21170883746 1LSCZQS004T8UTV $21.99
      21170383654 1LSCZQS004SZOQ7 $34.99
      21170562709 1LSCZQS004T8D72 $9.99

      Customer Answer

      Date: 04/21/2025

      Hi, Here are the **************************************************** March 22 in the attachments. And I have the evidence that the packages are stolen. I provide the footage vedio. Hollister should be responsible for delivering the packages safely to me. Therefore, I ask for refund for my 11 orders. Hope BBB can help me, please.

      order/track/subtotal
      21170372858 1LSCZQS004T02WN  $21.99
      21170390164 1LSCZQS004T0RV2 $21.99
      21170402440 1LSCZQS004T00QI $25.00
      21170411614 1LSCZQS004T0GA6 $21.99
      21170546135 1LSCZQS004T0LWL $19.99
      21170848440 1LSCZQS004T8SGD $15.00
      21170895043 1LSCZQS004T8MS0 $21.99
      21170895090 1LSCZQS004T8Q9T $17.99
      21170883746 1LSCZQS004T8UTV $21.99
      21170383654 1LSCZQS004SZOQ7 $34.99
      21170562709 1LSCZQS004T8D72 $9.99

    • Initial Complaint

      Date:04/16/2025

      Type:Order 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 purchased clothing from this company, however, when the package was delivered, it was left outside when I specifically ask to follow delivery instructions and leave inside. They told me they cannot refund me because the courier photo shows the package outside my apartment and theres nothing else they can do. Please have them send a replacement or refund me. I needed these for my work and I dont understand why they are refusing to help me out and fix the issue.

      Business Response

      Date: 04/18/2025

      Hello ******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

    • Initial Complaint

      Date:04/16/2025

      Type:Delivery 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 with Abercrombie and Fitch online. When I received my delivery date, it was originally going to be delivered on April *******. A day later, I received an email that the package would be delivered a little bit earlier. Since I was traveling, it would not be there to receive the package, I reached out to Abercrombie via Chat to see if they wouldbe able to change the delivery date. They confirmed that they reached out to the carrier and was able to change the delivery date back tothe original Friday date. When I got home, the package was not there, and it said that it had been delivered. I reached out to Abercrombie and they said that they would not be able to refund or re-ship the item Since it was confirmed with photo that the package was delivered.

      Business Response

      Date: 04/17/2025

      Hello Joy,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 

      *************
      ********************** & ********************

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair 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.
      Purchased an item on April 4 that was delivered April 10, it was unfortunately stolen from my porch and Abercrombie have been about as unhelpful as you can be. After talking with ***** they said a claim could be submitted but it has to come from the shipper. Abercrombie wont do that. They wont do anything actually, refused to reship or refund though they did say I could purchase it again and they would price match it as a one time courtesy. Huh? They want me to purchase it again ?? Literally all I asked for is for them to open a claim with ***** which is the absolute bare minimum they should do as a responsible business and instead they suggest I just buy it again (for what its worth, the item in question is sold out).

      Business Response

      Date: 04/17/2025

      Hello *******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

    • Initial Complaint

      Date:04/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 over $100 in merchandise with abercrombie and fitch. My ordered got delivered and got a picture sent to me for confirmation. My package was stolen from me. I reached out to customer service in tears from frustration because the items i ordered is for a special event im attending. When I called the lady was absolutely no help and said sorry that they cant do anything about my situation. She told me to reorder my items. I cant afford to do that nor should I have to. I am a loyal customer and have never had this situation happen to me before. I am very upset with the way they handled this situation.

      Business Response

      Date: 04/15/2025

      Hi *******, 

      Thank you for contacting us via the Better Business Bureau regarding your missing order 21171458364! 

      We are so sorry to hear there was an issue with receiving your order and that your order may have been stolen from your property!  Our Research and Resolution team reviews all reshipment and refund requests and have re-evaluated your recent request for your missing order.

      We confirmed that this decision was reversed, and that a reshipment has been requested on April 15th. We are currently processing your reshipment order. You will receive another email once the shipment has been sent out with your new tracking information. If any items become unavailable during this process, a refund will be issued to your Klarna account for those items instead.

      If you believe that your package has been stolen, we would also 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.

       

      ***

      Customer Care

      ********************** & ********************

       

      Customer Answer

      Date: 04/15/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

      ******* ******

    • Initial Complaint

      Date:04/13/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 & Fitch Order Date 4/6/25 Transaction Amount $305.33 My order was stolen from Abercrombie & Fitch. I reached out to Abercrombie & Fitch and told them about my stolen package, they sent me a picture of proof that it was delivered which I then explained that it was delivered but I never got it, someone stole it. I called the police and filed a police report which I can give the report number if requested. I reached back out to Abercrombie again and was told theres nothing they can do. I asked to speak to a supervisor and they said they were transferring me and then hung up. I have been on the phone with them numerous times and everyone I spoke with said theres nothing they can do but offer me free shipping on a new order. I have been a long time shopper with them and have spent a lot of money on their merchandise. This is unacceptable customer service.

      Business Response

      Date: 04/15/2025

      Hello ******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

      ****** *******

    • Initial Complaint

      Date:04/13/2025

      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.
      On April 8th, my Abercrombie order (#***********) was marked as delivered by ****** but I never received anything. The order is under the name **** *******, email: ************************************. I have Ring camera footage covering the past four days that clearly shows ***** never delivered anything to my door. The tracking photo provided shows no clear location of deliveryyet Abercrombie refuses to issue a refund. Ive contacted customer service through both phone and chat, and I keep getting the same generic response: a so-called specialized team is reviewing my case. At this point, I dont believe this team is real. If my refund is denied, I expect to be contacted by this team directly or given a phone number where I can speak to them myself. It is absolutely ridiculous that customers are not allowed to speak with the very people deciding whether or not we get our money back. Im ready to send my Ring footage as proof, but Im not going to sit back while this company steals from me. I will continue to report Abercrombie to every consumer protection agency I can find. I have no problem filing a dispute with my bank, posting buyer beware warnings on all social media platforms, and making sure others know Abercrombie is a scam operation that takes peoples money and hides behind automated responses. This is theft. You failed to deliver my order. Either refund me immediately, or prepare for endless complaints, public backlash, and formal reports. I will not let this go. I will not be ignored or dismissed. The moment this complaint is submitted, Ill begin posting screenshots and videos online to show that Abercrombie cannot be trusted. Your silence and refusal to refund me proves everything I need to know. This is fraud, plain and simpleand I will take this matter to small claims court if needed. This is ridiculous this colony is way to big to be scamming people. Instead of lying about having specialized team refund my money or have this team contact me

      Business Response

      Date: 04/15/2025

      Hello ****,

      Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that this issue was resolved as of April 13th, 2025. One of our agents sent you an email to inform you that a refund of $128.69 has been processed back to your Apple Pay account. It will reflect within 3-5 business days from April 13th, 2025. For any additional information, please check your email inbox to view that email.

      We have also noticed that some of your other orders have also had claims for missing shipments. As such, our team will be unable to offer a refund if a similar situation reoccurs. To prevent similar issues in the future, we advise using an alternate address, opting for Pickup in Store, or selecting one of our convenient Pickup Point locations for your orders. If you suspect someone took the package from your residence, we highly recommend filing a police report to prevent this from becoming a pattern in your area.

      If you have any questions or concerns in the future, please don't hesitate to reach out to us at ***************************************************************************.

      Thank you!
       
      Customer Care
      ********************** & ********************

       

    • Initial Complaint

      Date:04/12/2025

      Type:Delivery 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.
      On 4/5/25 I placed an online order (#***********) in the amount of $132.30. The package was shown as delivered on 4/12. I contacted Abercrombie to notify them that I had not received my package. They provided. Photo showing it was delivered, in the vesibule. They said they could not offer anything f because there is proof of delivery. However, directly above where the package was left is signage instructing delivery drivers to NOT leave packages in that area, but instead leave them in the mail room. Phone records will show that no attempt was made to contact my unit for access.

      Business Response

      Date: 04/15/2025

      Hello **********,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

    Abercrombie & Fitch is NOT a BBB Accredited Business.

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