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

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

• 

  Anthropologie

  4400 Sharon Rd # P-02 Charlotte, NC 28211

• 

  Anthropologie

  37 N Lexington Ave Asheville, NC 28801

• 

  Anthropologie

  4151 Main at North Hills # 115 Raleigh, NC 27609

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:12/24/2023

  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.

  While shopping on Anthropologie.com I was directed to their Canadian site. The site banner says "We've redirected you to our CA site that features the most accurate product availability, currency, and language based on your location." The Dropdown Menu says "Currency CAD$" and The Shipping information states that "duties will be prepaid", there is an estimated amount before the total, and then there is information that the "order ships with Canada Post." Immediately after placing my $120 order, I receive a note from American Express saying that I have been charged $161.11. I checked the invoice very carefully and it is $120 INCLUSIVE of taxes fees and shipping. I spoke to ten different customer service agents, all whom copied and pasted "sorry and take care" style emails without checking my order carefully or listening that I had been over charged. Within hours I asked to cancel the order. For two days CS gave me a runaround and refused to cancel an order, even though the tracking number provided stated that the order had not yet been picked up. I also cannot return the item as they do not refund fees and duty AND charge shipping and restocking fees. The customer service has been dismissive and not one agent has looked at the invoice where the total is marked or told me why I've been over charged OR charged in another currency.

  Business Response

  Date: 12/28/2023

  Thank you for reaching out with concerns regarding your recent order. When it comes to processing orders shipped outside of the United States, it is stated on Anthropologie's Canadian website that customers will receive an order confirmation number at the conclusion of the order process with an approximate order total. The order total will not include duties, taxes or carrier brokerage fees. If applicable, these fees will be assessed upon delivery by the postal carrier, and must be paid by the order recipient. However for Canada only, they offer prepaid import fees in which your order ********** was processed. To provide a breakdown of the order's total, it shows that you were billed: $90.96 for the items, $29.96 in duties, and qualified for free shipping equaling to $120.96 USD. Additionally, on the Canadian website it states that your order total would be calculated in USD. However, please note that your method of payment may be charged in your local currency at an exchange rate selected by the issuing bank, and may also include foreign transaction fees. These are not determined by Anthropologie, and are not included in your order total at checkout thus why you are seeing the possible exchange rate of $161.11 billed. We understand that you sent an email requesting cancellation on December 23, 2023, but unfortunately your order had already been shipped on December 22, 2023. At this time, if you no longer wish to retain this order shown delivered on December 27, 2023, we can only suggest that you return it for a refund of the billed $120.96 USD. Canadian customers can start a mailed return online in which a $5.95 fee will be deducted from your refund amount or complimentary if you visit a Canadian store.

  Customer Answer

  Date: 12/28/2023

  [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 provided the documents that show that the site specifically says Canadian currency. It specifically says CAD$ and it specifically gave me the amount that I would be expected to pay for shipping and duty. HOWEVER I was charged $64 more than that total. And I confirmed with **** that I was charged in the wrong currency. I did not authorize to be charged that amount.
  
  I received the notice from **** and immediately went to cancel and although the package did not ship for DAYS I was not allowed to cancel. I expect to be refunded, and I am not paying duty or reprocessing as this error is on YOU and not the customer. 

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

  Customer Answer

  Date: 12/29/2023

  I supplied the screenshots before that show the site's top banner specifically saying I was shopping in my local currancy, and the drop down menu that confirmed I was shopping in Canadian dollars (CAD$). Just to be sure I've now combed their Canadian website and there is ZERO mention that I am ordering in USD.
  
  Here is the FAQ for example, that does not mention anything about currancy, paying in USD. All it mentions is Free Shipping with CANADA post. ********************************************
  
  The invoice, receipt billing, also fails to mention USD.
  
  This error is on Anthropologie. I also contacted them within the window to cancel, and they refused. 

  Customer Answer

  Date: 12/29/2023

  Terms of Use on the Canadian website ALSO fails to mention anything about having to pay in USD. 

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

  Business Response

  Date: 01/01/2024

  After further review of the order, a refund can be processed once the items from the order are received. Canadian customers can start a mailed return online or the items can be returned to a Canadian store. Unfortunately as it relates to the exchange rate for the difference in currency, that is determined by the issuing financial institution. If there are concerns with the exchange rate or any additional fees that may have been charged, please contact the financial institution for the  payment method that was used at the time of ordering. If there are any questions please feel free to reach out to us directly at (**** ******** or [email protected].

  Customer Answer

  Date: 01/01/2024

  [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 not paying shipping, duty and reprocessing fees associated with this return. I read all of the terms and conditions carefully listed in your site. There is not ONE mention that I would be charged in USD. This is your error and I will not be paying $60 MORE in order to be refunded.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/19/2023

  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 writing in hopes that I can get the promised price adjustment made for orders I made on Anthropologie in November 2023. Their policy states they will adjust the price of an item/s if there is a discounted price within 14 days of purchase. This is where Anthropologie failed to comply by this policy. I made 2 large orders - ********** on 11/11/2023 totaling $5098.83 and ********** on 11/18/2023 totaling $992.27. The store started running their Black Friday 30% off sale on the week of 11/19. I first reached out to the customer service team on 11/22 to ask for the price adjustment for both orders. They said they had adjusted the price for both orders (including furniture) and I should be receiving an email with the refunds detailed. I was also told the furniture pieces would be adjusted after they shipped. On 11/22 I received price adjustments for order ********** for $99.25 which was only for 10% of the total (not the sale 30%) and another for order ********** for $238.72 which was the correct 30% off adjustment for the items shipped in that order (not the expected furniture). I reached out again about the incorrect adjustment amount and they told me it was adjusted, I just need to be patient and wait for email to come in. I reached out again via text and calls in the coming days when a rep told me the order ending in ** was only adjusted to 10% and he would make the correction. I never received an updated adjustment for that order so I am still owed $198.43 for order ending in **. Now with the order ending in **, the price adjustment for the shipped items was correctly applied but I noticed when my console table shipped in December, I did not receive a refund for the 30% off ($419.40). I have a couch that is due to arrive in February and I am expecting a refund for that of $689.40. I am extremely disappointed in Anthropologie's lack of transparent customer service and I feel cheated by their own policy statement. I expect my money to be refunded!

  Business Response

  Date: 12/20/2023

  Order **********

  Order Total at placement $5098.83

  Order after discount applied and shipped $3616.66

  Percent discount of the charges 30% off set by taxes and Shipping charges not covered under product discounts

  The reason for the seen adjustments being less than expected it because the items that were yet to ship out received the discount and were charged at the 30% discount and not at full price.

  Order **********

  The amount of $198.43  Has been issued to correct the initial 10% refund that was issued.  This should be available within 1-2 business days.

  Customer Answer

  Date: 12/20/2023

  [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:12/17/2023

  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 have placed numerous online Anthropologie orders and each time they cancel them. I contacted their customer service and they say this is due to an order that I never received as the package was stolen.

  Business Response

  Date: 12/20/2023

  Hello *******,

  After thorough review, we regret to inform you that due to multiple claims related to non-receipt of merchandise, you are no longer eligible to shop online with Urban Outfitters, Inc. brands. This includes Urban Outfitters, Anthropologie, Free People, and Terrain. 
  

  We apologize for any inconvenience this may cause.

  
  Sincerely,
  Dispute Management Team

• Initial Complaint

  Date:12/14/2023

  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.

  We bought a dining table and chairs for our house we are moving into Jan 1st. Somehow our order was ready to be delivered and a date was picked for me without me ever having picked the date. I have called Anthropologie and ***** **** ****, the 3rd party delivery service that they used and I was assured my delivery would come to the new house Jan 2nd. Then today I got a voicemail, text message and emails, multiple emails, saying my delivery will be tomorrow. I have called 5 times this week and my husband once and we are at no resolution. I just want someone who is in charge to know that we are going through this and if they deliver these items they have no place to go. I just want to be assured these items will be delivered Jan 2nd as promised.

  Business Response

  Date: 12/22/2023

  Our furniture department has reached out to ***** to confirm the change for the delivery. We will reach out once we have confirmation on the delivery date.

• Initial Complaint

  Date:12/14/2023

  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 placed an order totaling $96.92 for an item on September 19, 2023 (Order number: **********) which arrived on September 25. I initiated a return on October 6, 2023. I received a tracking number for mailing the item back and followed all instructions. The USPS tracking number indicated it had been delivered to a return facility on October 16. On November 6, 2023 I reached out to customer service via chat who claimed that the item was still on the way. Anthropologie charges for mailing a return back and deducts that from the overall refund. I asked that be waived because of the delay and lack of communication and was assured that it would be and I would receive the full $96.92 refunded. On November 16, I reached out again and spoke with a different agent via chat who assured me that I would receive a refund within 24-48 hours. On November 21, I filed a complaint through ****** and on November 24, the package was given back to USPS and transferred to a different return facility where it arrived on November 27. On December 4, 2023 I received an e-mail stating my return had been received and I would receive a refund of $90.97 within 1-3 business days. I contacted customer service via e-mail on December 5 to ask for the full refund as promised by the first customer service agent. I received an e-mail back stating my partial refund had already been processed through ******. I clarified about the shipping and received an e-mail on December 7 stating that the additional $5.95 was being processed and would be posted on my account within 1-3 business days. At this time, I have not received any refund in any amount.

  Business Response

  Date: 12/20/2023

  As of December 20th, a full refund of $96.92 has been refunded back to the customer's ****** account - $90.97 on December 4th and $5.95 on December 7th. If they're unable to locate this refund, the customer would need to reach out to ****** directly. 

  Customer Answer

  Date: 12/21/2023

  [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 reached out to ****** and there has been no refund posted in the amounts listed or in regards to this transaction. It has also not posted to my credit card. As of today, December 21, 2023 I have received no refund from Anthropologie on the order I returned back in October.
  
  Regards,
  
  *********************

  Business Response

  Date: 12/21/2023

  After further review, it appears that there is an open dispute with ******. When a dispute with ****** is open, refunds will not appear posted. The refund transaction ID is *****************.

  Customer Answer

  Date: 12/27/2023

  [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 received the refund. However, the ****** dispute in question was not ongoing prior to the complaint filed with the BBB. The dispute was initiated after Anthropologie claimed to have issued the refund and directed me to reach out to ******. After speaking with ******'s customer service and confirming no refund had been issued, they advised me to begin a dispute due to the credit fraud. I have won that ****** dispute and received my refund but am still unhappy with Anthropologies' attempt to withhold my refund for merchandise that had been returned over two months ago, while their customer service agents repeatedly lied and misled me, and then blame another organization despite ample evidence that they were in the wrong.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/12/2023

  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 ordered a dress but received a dress in used condition, thats been clearly worn multiple times and laundered previously. My size is no longer in stock and the company would not let me return it due to it being final sale and only gave me a 15% discount to keep the dress but I spoke with someone else who advised they would refund the dress but they never did and when I followed up I am being told 15% is all I would be getting. I would like a full refund for this error and for the biohazard and unhygienic practice of sending out used clothing.

  Business Response

  Date: 12/13/2023

  We have reached out to the consumer to get more information about this experience so that we can locate the order and identify the item that is referenced in this. Once we receive a response, we will be able to proceed with a resolutionin the matter. 

• Initial Complaint

  Date:12/11/2023

  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.

  Order number-********** On 11/21/2023, I purchased a dress on Anthropologie.com. The dress did not fit properly and was not flattering. I went to the store in Glen Mills, PA on 12/10/2023 and was told the item was final sale. I asked if I could have store credit and was told no. I went to my email to review the receipt because I was surprised I purchased clothing I had not tried on for final sale. On the email receipt it says if the item is marked final sale but it doesn't say this item is final sale on receipt. Also, I had requested a return slip on 11/25/2023, which I received with no mention of final sale. I then called customer service and was told nothing could be done because it was a final sale. If this was indeed a final sale item, there should be better notification that it is a final sale on the website and in the digital shopping cart as well as on the receipt itself. It should be on the receipt and I shouldn't be able to initiate a return on a final sale item. I feel this is deceptive marketing. I am 53 years old and have been shopping in stores and online and feel I am very careful to notice return policies and of course would notice if something is not returnable. ***** ******** *** ******* ** Wallingford, PA, *****

  Business Response

  Date: 12/13/2023

  Hi! Thank you for contacting us. We apologize for the negative experience that you have had. We do our best to ensure that customers are well aware of items that are final sale in the terms and conditions of our promotions & throughout the checkout process. We apologize that this was missed. We have approved the return of your final sale item as a one time courtesy. A shipping label has been sent to you via email. We apologize for any inconveniences. Thank you for shopping with us!

  Customer Answer

  Date: 12/14/2023

  [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:12/05/2023

  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 ********** in the amount of 377$It said delivered on 10/31. It was not delivered to me. I first called *** on 11/1 to report. Nothing happened. I called anthropology customer service number ************ during business hours on 11.22 to report missing package. Said they would submit a claim or report and I should hear something in 1-3 bd. Nothing I tried to chat in on 11/27- 11/28 11/29 No agents available I tried to call. No one available to take my call Finally when I reached someone it was on 12/1. They then submitted a report. I finally got an email saying its beyond 30 days they cant refund me. Well I reported it WELL within 30 days by my phone call on 11/22. And I attempted to followed up multiple days on a row. Its not my fault they didn't have their call and chat again y staffed and no one was available. I tried all differnt times of the day to chat or call. Could not get through. Kept saying no agents are available right now. Ive had a representative escalate this issue 2 times. I keep getting the same form email back- its beyond 30 days. It was not beyond 30 days when I reported it. I need this refunded. I purchased through Afterpay and cannot dispute it. I need this back to my account. I want a refund.

  Business Response

  Date: 12/10/2023

  We are sorry to hear that you did not receive your order. A refund of $377.38 was issued to Afterpay on December 7, 2023. Most credits post within 1-3 business days. 

• Initial Complaint

  Date:12/04/2023

  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.

  Order # ********** I placed a Black Friday order from Anthropologie on 11/24/23 in the amount of $127.20. The order was sent in two different packages. One was never even shipped, and had to be cancelled. The other shipment, I received the wrong items and tried to request a reshipment of the items that I ordered. I spoke to customer service on 11/28, 11/30, and 12/4. I never received any confirmation email on the reshipments, only promises that I would receive them. I never received ANY emails from Anthropologie. Expressing my frustration, I wanted a refund entirely as too much time has passed and these were meant to be gifts. They could not issue a routine refund, only promise of a confirmation in email in 1-3 business days, then saying 24-48 business days. I’m asking for this claim to be filed promptly so that I may be issued my full refund for merchandise that was never delivered to me. 

  Business Response

  Date: 12/06/2023

  The replacement item, Pressed Glass Photo Frame was shipped and is out for delivery as of December 6th. The customer is more than welcome to return this item for a full refund. A complimentary return label has also been sent via email. 

• Initial Complaint

  Date:12/03/2023

  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.

  Orders ********** and ********** - I am seeking escalated assistance regarding these orders. They have not been delivered. They have been held by *** at a local facility in my town for the past 7 days. They refuse to deliver. When I called *** they said that Anthropologie/URBN continues to have them deliver things they dont have the capacity to deliver. So are my things stolen? Are they lost? I want the address for this facility so I can go pick them up. Otherwise please request delivery before end of day tomorrow, 12/4. This is the worst experience and it makes your company look second rate. Stop using them!! Please find my lost packages.

  Customer Answer

  Date: 12/04/2023

  Please close this case. 
  A manager at Anthro took care of the issue today.