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:04/10/2025

  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 placed an order with Abercrombie and Fitch and the order was missing 3 items. When I called the first time they said they would be resending the items but then I got an email saying the order was canceled (with no explanation). I then call customer service again and they say the items are out of stock so they will refund me the amount of the 3 items. Then I receive an email from the resolution department saying that their distribution center confirmed they shipped the items so I need to reach out to ***** and they will not be refunding me. I try to file a claim with ***** but they require a claim filing waiver if its not the shipper conducting the claim (aka Abercrombie) and Abercrombie responded saying they will not be taking any further action. So they are not willing to file a claim with ***** or provide me with a waiver to be able to do it myself. Now Im out $164.

  Business Response

  Date: 04/14/2025

  Hello *****,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was claimed to 
  
  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: 04/14/2025

  [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:04/10/2025

  Type:Service or Repair 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 refund an item on Feb 6 to the store in *********, since then I have been waiting for the refund to be credited to my credit card. I went to the store an the store manager told me they were part of a pilot project who cause the issue with refund. She called the customer service line provided all details and since then I just received emails saying this would be resolved within 5 to 10 days. The last email I received on March 18 said the issue will be resolved by April 3. I just called and they said it will take longer that this is a complex situation. I asked for a store credit as I am frustrade with this situation they said they can't not give me a store credit.

  Business Response

  Date: 04/11/2025

  Hello ********,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that you haven't received a refund for your return and have been waiting so long for a resolution. We'd like to make this right!
  
  We checked our system records, and did notice that you're previous refund appeared to have declined previously. To correct that mistake, we've manually issued a refund for you. A refund in the amount of $99.44 will be issued to your **** payment method within 3-5 business days.
  
  If you have any questions or concerns in the future, please don't hesitate to reach out to us at ************************************************** or even chat with us on our website!  We'd love to help.
   
  Thank you for shopping with A&F!
  

  Customer Answer

  Date: 04/21/2025

  [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.
  

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

  *****, ******** 23186460

  Abercrombie & Fitch

  Apr 21, 2025 11:54 AM

  1

  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/09/2025

  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.

  Refusing to reship or refund an order showing as delivered but that was not received.

  Customer Answer

  Date: 04/10/2025

  Abercrombie communication screenshot in the email refusing to investigate missing parcel issue, offering no reship, no replacement, or no refund. The other screenshot shows receipt, unavailable in PDF format so grabbed the screen. 

  Business Response

  Date: 04/14/2025

  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:04/09/2025

  Type:Service or Repair 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 placed an order online on 3/24/25 with an estimated arrival of 4/1/25. It contained 2 tops and 4 jeans totaling to $489.38 I was excited because I had a baby 8 months ago and I could finally order jeans and tops that would fit me after losing the pregnancy weight. My package was delivered sooner than expected on 3/26/25 which I was not expecting. I received the email and OnTrac proof of delivery however, the next day (3/27) in the morning I asked my husband if he got my package since he leaves to work at 3-4am and he said no. So I went to look for my package and it was not there. I immediately contacted Abercrombie & Fitch that morning twice to see if they can help me and it was useless! They just apologized and were making me order the items again and of course only the ones that were in stock. I was extremely upset as I do not have money to be placing another order again and simply lose the $489.38. They were no help.

  Business Response

  Date: 04/11/2025

  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: 04/21/2025

  [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.

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

  ******, ***** 23180138

  Abercrombie & Fitch

  Apr 21, 2025 11:54 AM

  1

  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/07/2025

  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 placed an order on 01/23/2025 totaling $380.75. The order was a ship to store where I would pick it up however only 2 out of the 7 items made it after 3 weeks (2-3 days is what was estimated for ship time). I ended up keeping one item and returning another due to the size. I had contacted customer service regarding the 5 other items since the tracking doesn't give me any info since its direct to store and they said that they would reship it. I then called 3 more weeks after that since there was still no word on the items and requested to just cancel the remaining order and receive a refund for the remaining 5 items which totaled over $300. That was march 7th and today is April 7th and I've still not received a refund. **************** whenever I call gives me the runaround and says their supervisor is unavailable and will reach out but they never do. I just want a refund on my order.

  Business Response

  Date: 04/08/2025

  Hello ******,

  Thank you for taking the time to share your feedback with us. We have reviewed your communication with our team and it does appear that we sent an email regarding this matter on April 7th, 2025. Please check your inbox to view our communication as it helps clarify your refund details. 

  If we can help with anything else, please, do not hesitate to reach back out to us at *************************************************************************** with any other questions or concerns you may have; wed be happy to help!

   

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

   

• Initial Complaint

  Date:04/06/2025

  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.

  On Jan 13 I did an order for 434 $ , This order arrived Wet/stained (see pics)due to being left in another persons ****** for a few days, Eventually I found the order And I Contacted Hollister. They told me They were going to resend me another order, Cool, great. I got an email confirmation and a few hours later, I got an email they cancelled it. I called and they told me it was because some items were out of stock. Then They said I had to return the order, And gave me a label and tracking ************ ****** I shipped it back, A few days later I was told the return was cancelled because the Clothes were damange. BRAHHHHH Thats how i got them Stained wet and stinky. (see pics ), And now you guys are denying me my refund, nor returning back the clothes I sent back . I demand a refund. Please

  Business Response

  Date: 04/08/2025

  Hello **** *****,

  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: 04/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23167597
  
  I am rejecting this response because: Bussines threw a Direct message claimed, they received an empty packaged, This is false as I was able to obtain a receipt TEHY themselves asked for one time when I called them. There is a serious Disconnect betwen ************************** and Here. so apparantly there is Hollister and Abercombie and fitch after doing somedigging, I was able to see other people had had this same exact issue. My label said sent to abercombie NOT hollister, attached is the picture showing I sent the clothes back, and I did not even send a BOX, I sent a mailer, they sold me in the ***** store. since a box woulda just gottenwet and fallen apart.  It was a LARGE GREY bag, I have a pic somewhere if needed ILL spend more hours of my life trying to find it. Like I did with the receipt
  
  Regards,
  
  Alor Edga

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at ************************** (Order: ***********) and my package arrived yesterday (04/02) damaged and tampered with, taped over with clear tape. I contacted ************************** through chat and was told I'd be refunded $192.62 for the missing items. I contacted them again today and my refund request for the missing items was cancelled. Abercrombie did not communicate that to me and explain the reason for why the refund was canceled. In any case, I received a package with missing items, and that is not the first time that has happened to me when purchasing from this store online. I have even received dirty clothes before. At least in the past I was given a resolution and I seek resolution as a customer trusting this website to safely deliver my **************** Date: 04/02/2025 Ship Method: OnTrac Tracking Number: D10016260361341

  Business Response

  Date: 04/07/2025

  Hello *******,
  
  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: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23158616
  
  I am rejecting this response because: 
  An Abercrombie customer care member has contacted me, and no solution has been offered. He said nothing can be done due to my order activity, I am assuming it is because last year I had a few missing packages and packages received damage. A little background information: I have been shopping at Abercrombie since January 2018, which is when I moved to the ***** I never had an issue with an order until the year of 2024, when my packages kept arriving damaged or simply wouldn't arrive to my college post office. Ever since I never had a problem again until this order, where again I inform you I provided pictures of the package being all ripped and taped over with clear tape, and due to the amount of times I have ordered from Abercrombie I know you don't use clear tape, so I am assuming package was damaged during transportation and the driver taped it up, but what about the 5 items missing? The package made it's way to me, but with missing items, and I am simply requesting a solution for those specific items. This package was delivered by *******, and I was personally informed by my college post office of the often issues with delivery packages that OnTrack possesses, students are often complaining about their packages being delivered to the wrong location and being damaged upon delivery, which is my case. I kindly ask for a solution to be offered, I as a loyal Abercrombie customer should not have to suffer the consequences of a faulty delivery.
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with Abercrombie & Fitch on 3/31/25 with a total amount of $241.31. I paid for express shipping for the order because I needed the items in time for an event. On 4/2/25 the order was delivered by a Fedex driver. Within 2 minutes of the order being placed on my porch, it was stolen. I have time-stamped doorbell footage of both the FedEx driver delivering the package and the person stealing the package 2 minutes later. You can even see the Abercrombie logo on the package. I reached out to Abercrombie support for assistance and they advised that they don't offer refunds for stolen packages because it is the responsibility of the customer once the package has been delivered. I shared all of the footage I had with the customer support person and shared that there was no way I could have avoided this situation given the fact that it was stolen within 2 minutes of being placed on the porch. The person advised that there was nothing they could do. I am simply asking that Abercrombie refund me the original amount I paid for this order given the ample evidence I have. As a consumer I am entitled to receive the items that I paid for or I should get my money back.

  Business Response

  Date: 04/04/2025

  Hello Hannah,
  
  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:04/01/2025

  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.

  The business had an advertised promotion on their website. All items were discounted a certain amount. When added to the cart, all the discounts disappeared. I reached out to customer service and didnt hear back until after the promotion expired. I sent photos showing that the promotion was active when I tried to place the order. They initially said they would help honor it, and then did a bait and switch and said they would offer me a lower discount as a courtesy. It was a very dishonest and deceptive business tactic. I spent all morning back and forth with them providing screenshots, item numbers and my cart number and this is their response after wasting so much of my time.

  Business Response

  Date: 04/03/2025

  Hello Paria,

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

  Our team attempted to inform you of an update regarding this matter via chat but we were unable to reach you. Not to worry! 

  A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

• Initial Complaint

  Date:03/31/2025

  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 am deeply disappointed with my recent experience with Abercrombie & Fitch. I placed an order for 3 items on March 25th 2025, but never received it. When I contacted customer service, I was informed that the shipping service, ******, had uploaded a photo showing my package had been delivered on March 29th 2025. However, the photo was taken from a distance, and it was unclear if the package even came from Abercrombie & Fitch. I reached out to my neighbors to see if anyone had received the package on my behalf, but no one had seen it.After further discussion with customer service, I was told there was nothing they could do, aside from offering free shipping on my next order. I expressed my dissatisfaction, suggesting they partner with more reliable shipping services, and pointed out that I had never experienced a company that seemed indifferent to whether or not their products reached their customers. When I requested to speak with a supervisor, I was told they would forward me, only to have the call abruptly end.I am extremely upset by how this situation was handled, especially given that Ive been a loyal customer for many years. I lost $260 on this order, and being told to simply reorder like it was no big deal was insulting. Based on this experience, I will no longer be shopping with Abercrombie & Fitch, and I will be sharing my experience with everyone I know.

  Business Response

  Date: 04/02/2025

  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. 
  
  
  
  *************
  ********************** & ********************
  

  Customer Answer

  Date: 04/02/2025

  [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,
  
  ***** ********