Complaints

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

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• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  3968 Easton Sta Columbus, OH 43219-6064

• 

  Abercrombie & Fitch

  235 Easton Town Ctr Columbus, OH 43219-6077

• 

  Abercrombie & Fitch

  850 Hartford Tpke Ste R217 Waterford, CT 06385-4257

• 

  Hollister

  313 Smith Haven Mall Lake Grove, NY 11755-1201

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:04/01/2025

  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,
  
  ***** ********

• Initial Complaint

  Date:03/29/2025

  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 ordered 3 items from A&F online for $300.11 and they were shipped in two packages. 1 package was stolen from the unsecured lobby of my building and I never received it. Their support chat said that there was no refund or replacement that they could offer.

  Business Response

  Date: 04/01/2025

  Hello Tori,
  
  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:03/29/2025

  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 (order ***********) through the Abercrombie & Fitch app on 3/26.The order was marked as delivered on 3/28 by OnTrac tracking #1LSCXO4004U86RA I did not receive the order.I called Abercrombie customer service three times today. The first two times I was disconnected on. The third time the associate said he was escalating my concern to a team who would resolve it.This team emailed me back and all they offered was for me to place a new order and they said they would price match it to what I originally paid and offer free shipping. Neither of these options help me. I could purchase the items right now for the same price as I originally paid and get free shipping bc I am a member at Abercrombie.Abercrombie also told me to contact OnTrac. I did. They adviced me I have to contact the seller (Abercrombie) so I am stuck in the middle.I need a refund or a replacement. I have done nothing wrong yet they are treating me like this is my fault. I am also going to be calling my bank.

  Business Response

  Date: 04/01/2025

  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: 05/02/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we ***ort both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  
  

  I placed an order for a pair of shorts size 26 on April 27. Abercrombie sent me the wrong size, size 27. I called yesterday when I received them. The customer service *** I spoke with indicated that before they can send me the correct size, I had to first return the wrong size they sent. This is not an appropriate way to handle a situation that is an error on the part of Abercrombie. She should immediately be sending the corrected size out while waiting on my return. She indicated after about 30 minutes of back and forth that she would finally request to reship, but when I looked on my account this morning the order is cancelled and I have nothing. The size is also now sold out which is the whole reason I called last night to try to get this fixed immediately. Abercrombies customer service policies are absolutely abhorrent. I will continue to file complaints until REAL change is made!

  Business Response

  Date: 05/02/2025

  Hi *****, 

  Thank you for contacting us via the Better Business Bureau regarding the wrong sized shorts received in your order 21180384933!

  We see that our ************* team was able to communicate via email with your today, May 1st, and they were able to resolve this issue and address your concerns. 

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

   

  ***

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

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

• Initial Complaint

  Date:03/26/2025

  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 order for $160.54 with Abercrombie and Fitch. The package showed as delivered on 3/24/25, but I never received it. I checked with all members of my residence and it was not where the delivery picture was. I reached out to the business, and they did not help. They only offered to reship the package at the same cost.

  Business Response

  Date: 03/27/2025

  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:03/23/2025

  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.

  Order *********** placed on 3/14/25 online at Abercrombie & Fitch. The order shipped via ***** on 3/15 and was marked delivered on 3/21. However, it appears the package was stolen as when I got home it wasnt there. I reached out to A&F customer service, and they told me they would only be able to place an order for me at the same price I originally paid. Given that I did not receive the first order, I do not want to pay for the items a second time. I requested the order be re-shipped at no charge and was told that wasnt possible.

  Business Response

  Date: 03/25/2025

  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: 03/27/2025

  [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:03/20/2025

  Type:Order 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 received a notification that my package was delivered from Abercrombie, today, March 20th around 4PM. When I got home at 6PM, my package was no where to be found. The first thing I did was check the picture for proof of delivery and noticed that the delivery driver left the package outdoors, when I specifically gave instructions to leave the package inside the door to avoid theft. I spoke with neighbors to confirm and nobody had seen the package. When I emailed Abercrombie, they said there is nothing they would do and that they could not escalate my issue. I would just like my missing items shipped to me again or a refund.

  Business Response

  Date: 03/24/2025

  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: 03/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23096223
  
  I am rejecting this response because: the concern has not yet been resolved. 
  
  Regards,
  
  ********* *****

  Customer Answer

  Date: 03/24/2025

  A&F reached out and provided me with a refund. I appreciate all your help with this matter!

• Initial Complaint

  Date:03/20/2025

  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.

  My daughter and I were in the Hollister ********* location on 3/14. We were in the dressing room and two boys pushed open the curtains and I was exposed and they were laughing. They have curtains which have holes and barely cover the doors. Awful. We told the employees and the *** said well I dont know what to do and the girl went looking and did nothing when she saw the boys. They should have been escorted out of the store, but instead were left to do it to others, which they were doing. What kind of business lets this happen?? I want a refund of the things I bought. What happened to us was mortifying!!! I have sent messages and received a response from someone at Hollister saying someone would reach out in 2/3 business days and this is the 4th day and I havent heard anything. This was horrible that this happened to us and nothing was done in the store about it.

  Business Response

  Date: 03/21/2025

  Hello ****,

  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn about your experience at our Hollister Co. store.
  
  A member of our Customer Care Leadership team recently reached out to you and will be following up with you once they have reviewed this matter further. Please be on the lookout for a follow-up email from them. 

  Thank you for your patience and understanding!

  
  Customer Care
  **********************

  Customer Answer

  Date: 03/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23091149
  
  I am rejecting this response because: no one has reached out to me in the frame they said they would. I have received several emails  from customer care saying someone would contact me and no one has. This needs to be resolved and I it needs to be further investigated. I am not to close this due to emails from customer care saying someone else will contact me. No one has as they said would. 
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/25/2025

  Hello ****

  Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved as of March 24th, 2025. Here at Hollister Co., we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. 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!
  

  Best regards,

  Customer Answer

  Date: 04/01/2025

  [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:03/18/2025

  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 made a purchase from Abercrombie on March 7th, 2025. I've been a loyal Abercrombie customer for YEARS. My order was shipped in 2 packages - one was arrived ahead of time with no problem, as do all my other packages with Abercrombie, but the second package was 'delivered' but I never received the item. I went to check on my package within 5 minutes of it being delivered and it had been stolen. I spoke to a representative from Abercrombie 5 minutes ago and they said there's absolutely nothing they can do about this. I've spent hundreds of dollars at Abercrombie and have been loyal to the brand but the fact that they can't reimburse or resend out items from the one issue that I've run into over the past decade of me shopping with them is upsetting. I would like either a refund or the package reshipped out.

  Business Response

  Date: 03/20/2025

  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:03/18/2025

  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 with Abercrombie & Fitch in early February. The order was delivered to an unsecured location at my apartment complex, and I never received it. I contacted Abercrombie right away, and after multiple conversations, they assured me I would receive a refund. I waited patiently for two months, only to now be given the runaround instead of a resolution.Since I used Klarna to purchase the item, I attempted to file a dispute, but Klarna denied my claim because the tracking showed a delivery scaneven though it was delivered improperly. Abercrombie refuses to take responsibility, and Klarna is no help either, leaving me completely helpless.I have spent countless hours contacting Abercrombies customer service, and all they do is waste my time with no actual solution. At this point, I feel like they intentionally misled me by promising a refund, only to later go back on their word.This is completely unacceptable. I paid for a product that I never received due to negligence in delivery, and now Im out of my money with zero help from Abercrombie or Klarna.All I am asking for is the refund I was promised. Abercrombie has demonstrated horrible customer service and dishonest business practices. I want them to honor their original commitment and issue a full refund to my original payment method.

  Business Response

  Date: 03/20/2025

  Hello *******, 
  
  We hope this message finds you well! 
  
  We wanted to follow up on your concern regarding the missing refund for order #***********.
  
  After reviewing our prior communication, we see that a refund request was submitted for approval; however, the request was not approved due to a previous claim regarding missing shipments on order #***********.
  
  Unfortunately, our customer care team is unable to provide additional assistance when packages are reported as missing or potentially stolen. Once a shipping carrier confirms delivery to the correct address, we consider the order successfully fulfilled. In these cases, we typically recommend placing a new order, and our team can help adjust pricing to match the original cost.
  
  Additionally, due to the prior request on a previous order, we are unable to process a replacement or refund for the item in question. Please know that this decision was made after careful review, and we truly appreciate your understanding.
  
  If you have any further questions, please dont hesitate to reach out. Thank you for being a valued Abercrombie & Fitch customer.
  

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

  
  

  Customer Answer

  Date: 03/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23083027
  
  I am writing to formally reject Abercrombie & Fitchs response to my complaint regarding my missing order. Their refusal to issue a refund is unjustified, and I am requesting further review of my case.
  
  
  I previously contacted Abercrombie & Fitch about a separate missing order, which was resolved. However, this current issue is unrelated, and their refusal to refund me solely because of a prior claim is unfair. Each transaction should be evaluated individually, and in this case, I never received the order I paid for.
  
  
  The tracking information shows that the package was left unsecured in a high-traffic lobby, making it highly susceptible to theft. I was never given the option to select a secure delivery method, nor was I made aware that the package would be left in such a vulnerable location. Abercrombie & Fitch has failed to ensure that my order was delivered securely, and I should not be held responsible for their shipping providers failure to guarantee safe delivery.
  
  
  I kindly request the following resolution:
  1. A full refund for the missing order.
  2. A fair review of my claim without bias due to a previous, unrelated issue.
  
  
  I urge Abercrombie & Fitch to reconsider their stance and take appropriate action to resolve this dispute. I appreciate BBBs assistance in ensuring that businesses uphold fair consumer practices, and I look forward to your response.
  
  Regards,
  
  ******* ******