Complaints

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

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• 

  Anthropologie

  5000 S Broad St Phila, PA 19112-1402

• 

  Anthropologie

  37 N Lexington Ave Asheville, NC 28801

• 

  Anthropologie

  4151 Main at North Hills # 115 Raleigh, NC 27609

• 

  Anthropologie

  2905 E Skyline Dr Ste 203 Tucson, AZ 85718-3092

• 

  Anthropologie

  4400 Sharon Rd # P-02 Charlotte, NC 28211

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:10/01/2024

  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 pill organizer on August 27th, 2024. It is now October 1st and I still have yet to receive my package. I was advised (when I first contacted them) that the usual turnaround time is ***** hours to ship. Every *** tells me its at the warehouse ready to ship, however it keeps getting pushed further and further out. I asked for a refund, and no one could provide that for me. They keep moving the ship date. I have talked with supervisors and even their social media team and I am getting zero resolution or actual help.

  Business Response

  Date: 10/07/2024

  We do apologize for the delay in this order, we have reached out to our Fulfillment Center, and have confirmed with them that item will be shipping out on 10/9/2024.  Again we apologize for the delay in getting this shipped out to you.

  Customer Answer

  Date: 10/08/2024

  [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: 22366748
  
  
  
  I am rejecting this response because:
  
  
  they have advised multiple times in this same manner that it will be shipped out. However it has never been sent. The last time it was supposed to be shipped was October 6th and that has also passed. 
  
  
  
  Regards,
  
  
  
  Mary Boyer
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/15/2024

  Hello, regarding my case, my order has still not shipped. Anthropologie told the BBB that my package would be shipped out by October 9th. We are now way past that and my order has not shipped. I’m sick of this run around with Anthropologie. 

  Customer Answer

  Date: 10/16/2024

  They just shipped out my package yesterday by overnight air mail and I received it today. 

• Initial Complaint

  Date:09/30/2024

  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.

  I returned an order to Anthropologie that was delivered to their warehouse on 23August2024. The return status of the items via online portal show returned/refunded. The total amount of the refund is $2704.36. After multiple phone calls and emails, I finally received a refund but it was for $584.22. Clearly there is a large amount still owed to me. Anthropologie is not responding to my emails or text messages and now they are unable to answer calls due to a storm. The storm is unfortunate, but my issue should have been resolved long before the storm. It shouldnt **** * weeks to receive a full refund and it shouldnt take this much effort on my behalf.

  Business Response

  Date: 10/09/2024

  Thank you for your feedback regarding your return for order AP32460216. At this time, it shows that multiple returns were processed totaling to a refund amount of $2969.72:on 8/28/24 a total of $361.06 was returned, on 9/25/24 a total of $584.22 was returned, and on 10/3/24 a total of $2024.44 was returned. Please note that credits went back to your original form of payment which was ApplePay and it may take 1-3 business days to reflect. For further assistance regarding those transactions, we suggest reaching out directly to your financial institution. However, if you feel that there are still items unresolved, please contact us directly with those specific item numbers and we will be happy to further assist. 

• Initial Complaint

  Date:09/23/2024

  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 returned 12 dresses totaling $3072.80 (without taxes) and have confirmation that they were delivered to the Anthropologie warehouse on August 28th, 2024. They stated that the dresses were not received and they won't be able to issue a refund.

  Business Response

  Date: 10/08/2024

  Thank you for reaching out.  We apologize for the delay in processing.  We are working with our returns team to properly process all items that were included in the package.  You will receive an email once processing is complete.  

  Customer Answer

  Date: 10/09/2024

  [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:09/21/2024

  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 purchased a pair of patent leather shoes in a camel color for $170.00 from my local Anthropologie store last week. After wearing the shoes for a total amount of under an hour I noted the patent leather was starting to pull around the side stitching and have a rippled texture. I removed the shoes immediately, took photos of the underside to show the slight usage and contacted **************** online who referred me to contact my local store. Upon phoning my local store, they referred me back to customer service. After running around in circles a few times, both customer service and the local store could not help me with a return. **************** informed me they would have given me a refund if I had purchased online, even though the shows had been worn. This was not a change of heart issue, rather a design fault. The store would not issue a refund due to the shoes being worn. even though its a defect with the construction of the actual shoe. The store manager continually told me whatever the reason, the shoes could not be returned. Im at a loss. Items of clothing are returned constantly due to construction issues, why not shoes? Extremely disappointed and upset that due to no fault of my own, I am out $170.00 for a pair of shoes with a construction default

  Business Response

  Date: 10/07/2024

  Thank you for reaching out.  We apologize for the inconvenience experienced.  We have forwarded your information to our store location who will work directly with you on a resolution.  

  Customer Answer

  Date: 10/08/2024

  [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. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:09/19/2024

  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 returned a product through mail that was purchased using ******. It was delivered to the merchant successfully, but Anthropologie has yet to confirm with Klarna that my order was returned. Its been at least 2 weeks now. Ive contacted Anthropologie and first they told me they fixed the problem (they didnt) and I called a second time and they told me I need to contact Klarna. Klarna was able to add the tracking number to the return but is still waiting for Anthropologie to confirm.After all of this, now my Anthropologie account is on hold. I tried ordering with my credit card and the order was cancelled both times. Im confused why Im unable to order anything when Ive done everything right and Im simply just waiting for them to confirm.

  Business Response

  Date: 10/04/2024

  Thank you for reaching out.  We apologize for the inconvenience created by the situation.  Reviewing your account, it appears that the situation has been resolved and you are free to order.  If you are experiencing any additional concerns, please reach out to us directly so we can work to resolve.  

  Customer Answer

  Date: 10/05/2024

  [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 satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I have placed 4 orders in the last 3 weeks and out of the 4 orders placed, 3 have had issues and while I contacted your online support via chat and phone, they have been incredibly unhelpful and unsupportive of my issues with my orders.1) Order AN17136204 was sent to me in a box that was destroyed, and the item wasn't even folded at all. It was thrown in a box as if they were cleaning up laundry. I was flabbergasted as this is not the type of service I am used to seeing at Anthropologie. I sent pictures of the item and how it was presented as you asked me to provide proof, and you sent me a 15% off with no apology and no communication. I had to call myself and inquire about it.2) Order Number AN17140828, the romper was backordered and supposed to be sent on 09/09. Instead of sending it to me you cancelled my order and offered nothing to me. 3) Order Number AN17298390 was ordered with all items available but I received an email today that the gold earrings were sold out. AGAIN, I was sent a 20% but I don't want that because it's limited to full price only and I have to spend over 50. Which I like to do but you constantly cancel my orders, so I am afraid to use it. You need to do BETTER. Don't allow customers to order things and then send constant emails that they are cancelled and not available. Your online agents are the most unprofessional and unhelpful that I have ever dealt with. They did NOTHING to help me or offer to help look for an equivalent.I have spent over $300 with you guys both online and in your stores in the past week and I am disheartened that this is who you approach helping a customer. And then when I asked as a consumer how they would feel, the supervisor I talked to said it doesn't matter to her because she only shops in store. Very insensitive and rude.

  Business Response

  Date: 09/20/2024

  I want to thank you for bringing these issues to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Were all aware of what happened and will take extra care in future. As an additional apology, were sending you our highest discount code for 30% off a future order within a separate email. While we know it cant exactly make up for the inconvenience we caused, we hope itll go some way towards making amends.
  
  
  

  Customer Answer

  Date: 09/20/2024

  [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 while Im not entirely happy with the what happened still I will accept this for now. I just really hope it doesnt happen in the future. I find that this resolution is satisfactory to me.  

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

  
  

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 order multiple times with Anthropologie for several years but recently they decided to cancel many attempted orders, I already tried reaching out to customer service about this issue and their only response is that somebody will follow up in 72 hours, something that never happens. I cant and wont let this rest because this company is in business thanks to us and I am very certain I am not the only consumer with a standing issue with this company.

  Customer Answer

  Date: 09/16/2024

  Ive received an email from the business which Im attaching. Apparently the issue has been resolved. Thank you. 

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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 have been having trouble receiving Anthropologie orders. I have live chatted with agents trying to fix the problem and I am assured they will take care of it but I never hear back on the issue. I try to call and am put on hold for long periods of time and if I am able to get a live agent, I am told that I need to call a different number.

  Business Response

  Date: 09/20/2024

  We are showing that customer's account is resolved and customer should be able to order now as of 9/12/24.

• Initial Complaint

  Date:09/12/2024

  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 07/31/2024 I placed a large online order with this retailer. Included in this order was a pair of boots that I had wanted that were listed on backorder. I waited and in 09/05/2024 I received notification that the item had been delivered. I received a large package on 09/05/2024 shortly after I received the notification and when I opened the package I was very disappointed to see that there was the empty boot box with only packaging inside. This is not the first issue I have had with Anthropologie online orders. Over the course of the past year or so, Ive had an increase in the following when placing orders online:Receiving incorrect items or items not as described. Ive received items that were completely different than what I ordered that were either mislabeled or just wrong.Missing items-I received an empty shoebox for a pair of flats earlier in the summer.Damaged items or items that were worn.I just spoke with a Supervisor on the phone about my account who informed me because this has now happened multiple times, upper management is going to review and I still may be denied a reshipment. This is absolutely disgraceful, especially since I have been a loyal brand customer for a number of years **************** needs to do a quality check on warehouse processes as this is not the first order in which Ive received either an empty box, incorrect item, or damaged item in recent months. It is frustrating for me as a consumer and costly for the company. You have a whole community on Reddit also reporting similar issues across the company (URBN).I received my shipment today from order AP32889637 ironically while I was speaking with customer service. While all of the items were in the box, the box was partially open on my doorstep.Additionally, I have 2 orders that have items on backorder and continue to receive emails that the items will take more time then expected. To spend almost $300 on boots and not have a resolution is completely unacceptable

  Customer Answer

  Date: 09/12/2024

  Hello: 

  I had responded to the email correspondence I had with the retailer letting them know I was going to file with you and it appears they issued me a refund for this item with no written response. I had requested they had reshipped the missing item but I am satisfied with the refund. I do think it is still advisable for the BBB to work with retailer on quality concerns about their current warehouse practices.

   

  Thank you,

   

  Cristina 

   

   

• Initial Complaint

  Date:09/06/2024

  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.

  Anthropologie is having issues with a third party return service according to their website and is not tracking their returns and refunds, nor providing email confirmation of return received or refund issued.I had a large purchase and large return that was mailed by *** in late July, after 2 weeks i had not received confirmation that the return was received nor refund as stated in their policy. I contacted support who stated that the return was received in august 5, and was being processed and to allow 14 business days for refund. After 20 business days I reached back out and they said they submitted a ticket and to allow 72 business hours for processing.I believe that they are not issuing refunds unless contacted directly in the hopes that customers lose track of their orders as this has happened to me with their sister company Free People in the past.

  Business Response

  Date: 09/13/2024

  Thank you for reaching out. We apologize for the delay in processing your refund. Weve processed a refund of $1,618.92 on September 10th. Please allow 1 to 3 business days for this amount to appear on your bank statement. We appreciate your patience and understanding. Thank you for shopping with us.