Business Profile

Clothing

Anthropologie

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

362 total complaints in the last 3 years.
151 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.

Initial Complaint
Date:02/05/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 18th 2023 I purchased my wedding dress instore for $1,694.66 (order #*************). I was told this dress is back ordered and will not be shipped until April 16th. At the time of purchase in which I used my debit card. No mention was made on withholding funds/ repeating payments. A week later, I found an additional withdrawal was placed for the full amount, $1,694.66. I was now with held $3,389.32 from my debit account. After calling and speaking with a customer service representative I was told I am unable to change my form of payment (to a credit card) until my "payment method fails/ insufficient funds" and per policy they will continue to pend the transaction until the dress ships. At the next withdrawal of the full amount $1,694.66 the payment method was declined they continued to withhold the $3,389,32. I was now able to switch form of payment to a credit card. I repeatedly called the store asking for these continuous pending transactions to be dropped. Last Thursday on Feb 1st I called and asked to speak with supervisor; was told my bank had been contacted and the "pending transactions" will fall off in 24 hours. As of today, Feb 5th, I now have FOUR pending transactions of $1,694.66 totaling $6778.64 on my credit card; holding this amount from my credit line. I called Anthropologies customer service line yet again; being told inconsistent information throughout the weeks, now hearing per policy every seven days I will be charged the pending full amount of $1,694.66. I then contacted my bank who states every 30 days a pending charge will fall off. Per Anthropologie policy, they will continue to with hold full amount EVERY WEEK until my wedding gown ships in April. I am beyond disgusted and appalled by the customer service I have received and so called policy Anthropology enforces on their customers. I would never advise any bride to purchase a wedding gown here to prevent the financial burden and nightmare i've had to continuously from from now until April.
Business Response
Date: 02/08/2024
. Authorizations normally "fall off" accounts automatically within 3 business days so it's unclear why the bank is holding it longer. However, our finance team has emailed your bank to have the authorizations removed. Unfortunately, the way our system works, it is true that your account will be reauthorized every 7 to 10 days while the gown is on backorder. I'm truly sorry for the inconvenience but there is no way around it. The only option to avoid it, is to have the order cancelled.
Customer Answer
Date: 02/08/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please make sure my *****bank is made aware to drop charges.

Regards,

*************************
Initial Complaint
Date:01/24/2024
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.
Less than a week ago I made the bad decision to subscribe for emails from Anthropologie. Immediately, I started receiving emails. Within a couple of hours I had 10 emails. The next day my box was full of emails from Anthropologie. Everytime I looked at my emails there are more emails from this company. I went to unsubscirbie but the email continue at an alarming rate. Now when I tried to unsubscribe I get an error message and told to try later! This harassment needs to STOP! The more I look into to this company I understand why they are desperate for business. This company has made some outrageous decisions which is insulting to all women and I will never do business with this kind of company! Unbelievabe is the hundreds of complaints against this company but not surprisingly.
Business Response
Date: 01/31/2024
*******,
My apologies for the inconvenient this issue has caused. I have updated the status on your account and we are working on removing your email address from our mailing list.
Sincerely
**************
Customer Answer
Date: 02/01/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I am still getting your emails. I have been told before that they you will stop but as of today that is NOT the case. Until you stop sending me notices I will not believe it! I will not just take your word.

Regards,

*******************************
Business Response
Date: 02/06/2024
*******,
Here is the last response from our IT team with the request on your email address being removed. Please help us with their question.
Do you have any additional information on the date of the last email/its contents? The team says the last marketing email that they can see was sent to this customer as on 1/24/24.
Sincerely,
*****
Initial Complaint
Date:01/17/2024
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 have 2 letters I sent to corporate Anthropologie in Philadelphia and have not heard from them.
Business Response
Date: 01/24/2024
This customer has now been contacted by a supervisor and the issue is being resolved.
Customer Answer
Date: 01/24/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************************
Initial Complaint
Date:01/17/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 12th I was on the Anthropologie website and responded to a promotion that if I signed up for emails and texts that I would get a discount code. I did sign up for both and I started receiving many emails. None of them included a discount code. On January 14th I contacted customer service and they assured me that the code could be delivered anytime from January 12th to January 16th (it takes 24-72 hours). So they told me to wait. I waited and I contacted customer service again on January 17th when I still haven't received the code. They told me again that it takes 24 to 72 hours and that I should just wait. I have been 96 hours at that point. They refuse to help or transfer me to a supervisor who could help. I feel like I have been scammed to sign up for their email and text alerts and I feel like this is really bad business practice and I think others should be aware of the scam..
Business Response
Date: 01/23/2024
No code has been sent as there is not an account set up with the information provided.
Customer Answer
Date: 01/28/2024
That is untrue. In the images attached you can see that I subscribe by text and email.
Please send a helpful response. What you responded so far was not fact and super unhelpful.
Business Response
Date: 01/30/2024
Thank you for the screen shots. It was not showing in our system, but I have created it in our system, The code has been sent to your email
Customer Answer
Date: 02/05/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is blow satisfactory to me, but it is not worth the hassel to continue it.
I will not return to Anthropologie as a customer.
Regards,

***********************
Initial Complaint
Date:01/14/2024
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.
On Dec.29, 2023 I placed order **********. My order screen provided my total amount as $159.60 Canadian. I was expecting this to be the amount I would be charged. After I placed my order I received my ****** email saying I was charged $159.60 US. At the time this was equivalent to approximately $213 Canadian. I went from expecting to be charged $159.60 Canadian to being charged $213 Canadian. I have been trying to resolve this with customer service via chat and email since I placed my order. I am not sure if anyone really understands my issue as each time I send a message or email a new agent replies with an answer that tells me they do not understand my issue.
Business Response
Date: 01/23/2024
We have issued a refund in the amount of $39.62 to offset the conversion rate that was occurred for this being charged in USD. It will take 3-5 business days for the customer's financial institution to reflect this.
Customer Answer
Date: 01/23/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************
Initial Complaint
Date:01/12/2024
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.
On December 29, 2023, I ordered two items from Anthropologie's website. Included in my order was ******* **** Sleeveless Bow Deep-V Back Mini Dress (Order Number **********; Style # ********) which I planned to be my wedding dress in the first week of April, 2024. As of January 5, I had not received any status updates about this order, although the other item I ordered in the same order has already been delivered to my address. According to Anthropologie's website, the item was expected to ship on 12/30/2023. On January 5, after submitting an online inquiry about my order, I received the following response: "Thank you for reaching out! I hope this email finds you well. I respect your time and efforts you have taken to reach us with your concern. I have checked and see that your item our vendor is preparing to ship. I kindly request you to allow 24-72 business hours get ship. Once order get ship you will notify via email with the tracking information. I can see the expected delivery date January 11th. You may receive on or before January 11th. Thank you for your patience and understanding, have a great day. Stay safe and take care." Today, January 12, I still have not received any status updates or shipping information, so I started an online chat with an Anthropologie representative, who notified me that the dress is currently on back order. After looking at the ******* website (the dress designer) and other online retailers, it looks like my size (size 0) is sold out everywhere. I would like to know ASAP if and when my dress will ship, because if it falls past the safe zone ahead of my wedding, or after my wedding, I need to move forward with looking for another dress, which I really don't want to do! I find it incredibly frustrating that Anthropologie promised 3-5 days to ship for the dress, and then has offered NO direct communication with me to let me know why it is being delayed, and for how long. This is no way to treat your customers.
Business Response
Date: 01/25/2024
We apologize for the backorder delay. We have received your request to cancel the ******* **** Sleeveless Bow Deep-V Back Mini Dress from your order and are working with the vendor to ensure the cancellation is processed. You will receive a confirmation when the item is cancelled for your records.
Customer Answer
Date: 01/27/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:01/07/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint regarding an unresolved issue with a refund for an order made through Anthropologie. The order number in question is **********, placed on 9/4/2023, consisting of two dresses, which were subsequently returned within the stipulated return policy. The items were promptly returned on 9/12/2023, well within the designated return window, and were confirmed to have reached the Anthropologie facility on 9/18/2023, complying with their return policy guidelines for refund eligibility. Today is 1/07/2024 - more than 3 months from the return date and I still haven't received my refund!!I have attempted to resolve this matter by reaching out to the store through their website chat and support email on multiple occasions (more than 10 times). Each interaction resulted in assurances that my refund was being processed and that multiple requests had been initiated to address my case. I have provided the necessary evidence, including screenshots from their website confirming the return receipt in September 2023. However, despite repeated assurances from various customer service agents acknowledging the issue and pledging to resolve it, I am still awaiting my refund. The prolonged delay in refunding my purchase goes beyond reasonable timelines and is UNACCEPTABLE.I am deeply frustrated by this situation and the lack of resolution despite consistent efforts to communicate and provide evidence of the returned items. I kindly request your intervention to facilitate the prompt processing of my refund for order number **********. I have adhered to all return policies, provided ample evidence, and followed up persistently with Anthropologie to no avail.
Business Response
Date: 01/22/2024
Refund was issue don 1/19/2024 customer should received by 1/23/2024.
Customer Answer
Date: 01/28/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:01/07/2024
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.
On July 1, 2023 I place an order for three items with Anthropologie (owned by urban outfitters) ***** PUFF-SLEEVE TOP, *************************** PANTS, and ***** PLEATED WIDE-LEG CHINO TROUSERS order number AN12902994. I received the *************************** pants and the ***** pleated wide-leg Chino trousers on July 8,2023. To this day I have not received the ***** Puff-Sleeve top. The shipping status for this item ********************** states the a label was created but not in the system. I paid for this item $29.97 + tax. I reached out to Anthropologie customer service and was told that they are unable to escalate my claim because its past 30 days. I asked the rep if she was able to see the status of my package and that the Anthropologie website shows that my order was partially shipped. The rep confirmed. I paid anthology for the ***** Puff-Sleeve top and I did not get it. I would like my money back.
Business Response
Date: 01/09/2024
We have issued a refund for the ***** Puff-Sleeve Top in the amount of $32.44 to the original payment method used at checkout. It will 3-5 business days for the financial institution to reflect this.

Customer Answer
Date: 01/10/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:01/07/2024
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 a shirt from Anthro. When it arrived, it had two large holes in it. I contacted customer service, who refunded it and asked me to send it back. I explained I'm currently out of the country and that this is inconvenient for me with my work schedule and limited post office timings where I live. They said "no problem." Then, they cut off my account. I can no longer order. They informed me of this on Dec. 6., as they tried to charge my credit card for the item again without informing me (and it was, rightly so, rejected from my bank). Later, I did manage to ship the item back on Dec 12. I wrote to the person who informed me of the account block and attached the tracking information. It's been almost a month since I shipped it back/informed them, and I've received no correspondence from them. Emailing the person who informed me of the account block, ***********************, yields a "Mailer Demon" response. I contacted customer service requesting a reinstatement of my account, who responded by saying they "have limited access to this information" and therefore cannot. I have attempted to order twice now and both orders were canceled-- one of which they didn't even inform me of. This was incredibly inconvenient, as it included a gift that I suddenly cannot give. Also, these were items on sale and are now sold out, so I cannot reorder. This is unprofessional and frustrating: I've done everything on my part requested by this company. Now, suddenly, I can't get anyone to respond. I even contacted their customer service chat feature again today to try to resolve the issue, and they also said they're unable to help, due to "limited information." Let's not forget that this all happened because this company sold me a VERY NOTICEABLY DEFECTIVE ITEM that they clearly didn't inspect. I've lost $240 in discounts on attempted purchases! Reinstate my account! Surely they can't be expecting me to pay for a defective item that I don't even have anymore because I shipped it to them.
Business Response
Date: 01/09/2024
Hi, thank you for contacting us. We sincerely apologize for the negative experience that you have had with your past orders. Our Order Processing department has confirmed that they have removed the hold from your account & you should have received confirmation of this on 1/8/24. You are now free to place orders again on our website without restriction. We apologize for the many inconveniences that this may have caused. Thank you for shopping with us.
Initial Complaint
Date:01/05/2024
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 ordered a pair of jeans from Anthropologie. They sent me a dress instead. I contacted their support. Their support said they will reship the jeans. I never received a reshipment notification. I followed up twice and they told me to keep waiting. After two weeks I followed up a third time and they said the item didn’t ship because I didn’t return the dress that I never ordered. I told them that I don’t want to waste time and money on parking to bring back the dress to a store or ***, especially because this whole issue is Anthropologie’s mistake. They told me that they won’t refund me unless I return the dress. In other words, they sent me an item that I didn’t order, charged me for it, and said they will only return my money if I return the item. This sounds illegal and I looked it up and it turns out it is illegal. I have plenty of email threads with their support that I can share. I’m up to around 20 emails with them. I also have pictures of the item and it’s tracking info.
Business Response
Date: 01/10/2024
We're sorry to hear this happened. A refund of $115.20 was issued to *****-Pay on 1/3/2024. Most credits post within 1-3 business days.
Customer Answer
Date: 01/11/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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Anthropologie is NOT a BBB Accredited Business.