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:11/17/2022

  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 11/2/22 order#************ In the amount of $342.19 was returned to Anthropologie via United States Postal Service. Further, anthropologie confirms receipt and States that credit will be issued within 24 to 48 hours. I have responses from three emails from customer service and delivered a voice message to the corporate office. To date Anthropologie refuses to issue refund.

  Business Response

  Date: 11/18/2022

  The good news is that I was able to track your return from order **********! When using a SmartLabel to return item(s) to us, please allow 2 to 3 weeks for the return to be delivered to us and then processed. The return tracking for your return, shows that the return was mailed back to us on November 3rd and was last updated on November 10th. It is currently still in transit to us.  Once we receive it and process it, you will be notified via email. 

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

  Customer Answer

  Date: 12/05/2022

  Anthropologie issued my complete refund. Issue resolved.

• Initial Complaint

  Date:11/13/2022

  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 an in-store purchase at Anthropologie (order number: ******************** with receipt attached) on 10/08/22, and returned to the store in Georgetown, Washington DC on 10/15/22. It's been a month since I received an email from Anthro confirming the return but I still have not received the refund through my original payment method. I called Anthro's customer service and they confirmed the return and missing refund and asked me to send a photo of my paper receipt, which I did, only to receive an email saying that they can not help with in-store purchase. The store manager also wouldn't issue store credit after speaking with customer service and knowing it's their mistake (it was returned at their store). 

  Business Response

  Date: 11/14/2022

  Hi ******! We are sorry to hear this. We have forwarded this information. The store will be contacting you directly to resolve this issue. We apologize for the inconvenience. 

  Customer Answer

  Date: 11/14/2022

  [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 have visited the store and spoke to the store manager twice trying to resolve this issue and was told that there is nothing they could do, not even issuing store credit. So I doubt if forwarding this to them will change anything.
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/15/2022

  I apologize that you haven't received your refund. This information has been forwarded to the store's district manager for attention. Unfortunately, our customer service contact center can only assist with online purchases and returns. We are unable to assist with store purchases & returns. 

   

• Initial Complaint

  Date:10/31/2022

  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 made an in store purchase on 10/27/22. I purchased a perfume that unfortunately didn't work for me and I decided to return to the Anthropologie store at ***** Mall. The sales associate did not permit my return even though the store return policy states a full refund is given within 30 days of purchase. Instead she questioned me on if I used the in store tester first, verbalized that they couldn’t resell (because I had opened it) and when I asked why I couldn’t get a refund like their policy stated she abruptly said that she could refuse the return altogether (she offered me merchandise credit) which doesn’t correspond with the store policy if returned within 30 days providing a receipt. I’m also an Anthro member so all purchases are logged into my account. I regretfully took the merchandise credit to which now I wish I hadn’t. I would like to pursue my refund to my credit card.

  Business Response

  Date: 11/01/2022

  Hello,

  My apologies for the inconvenience this issue has caused. Unfortunately, we cannot handle in store purchases with our online services we provide. Please reach out to the retail store that you made the purchase from and speak with the Manager in charge for assistance on getting a return/refund back on this purchase. 

• Initial Complaint

  Date:10/22/2022

  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.

  During the peak of the pandemic, I had placed many orders through this company. I kept some things and returned others. At one point in the spring, I received an email stating that I did not return MULTIPLE orders in which I did (I kept all of the tracking information). This was during the time there was an hour plus hold wait time to speak with a representative and everything was a mess. I remember receiving orders that weren't mine, and incorrect items in at least two of my orders. Additionally, I received not one, but two mirrors that were damaged upon arrival. I reached out to customer service, sent in photos and they refunded me. I didn't think anything of it. Then, I got an email stating that I was not able to shop online at any of the URBN stores because I was not sending these mirrors back, as well as those other items mentioned earlier. I have emails stating to dispose of the mirrors. I would have gladly sent them back, as it would have saved me trips to the dumpster to discard of the broken glass. Flash forward to now and I am unable to order a set of Christmas or aments due to this companies massive disorganization during the pandemic. I would like is the opportunity to shop online with their companies again. I was told that someone would be calling me to follow up and no one ever did.

  Business Response

  Date: 10/24/2022

  After a review of your account, we notice that you have filed several claims.  Due to these claims, we have decided to suspend your account and we will not be accepting any future purchase with any of our brands. We have done this to protect both you and us from experiencing any further difficulties. Please do not attempt to place further online orders, as Urban Outfitters Inc. will not be able to accept responsibility for them. Instead, enjoy our products at one of our stores, where you can shop with less risk of inconvenience.
  
  Respectfully, Urban Outfitters Inc.

  Customer Answer

  Date: 10/24/2022

  [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:

  This seems unfair that I am being told that I am unable to shop at your brands due to your company's error and disorganization during the pandemic. I do not live near a store. Looking through BBB history, it appears that I am not the only one who has had issues with refunds, shipping, etc. i am respectfully requesting to be able to place orders on your sites. If returns are the issue, I would be willing to waive online return privileges as a compromise.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/31/2022

  After a review of your account, we notice that you have filed several claims.  Due to these claims, we have decided to suspend your account and we will not be accepting any future purchase with any of our brands. We have done this to protect both you and us from experiencing any further difficulties. Please do not attempt to place further online orders,as Urban Outfitters Inc. will not be able to accept responsibility for them. Instead, enjoy our products at one of our stores, where you can shop with less risk of inconvenience.
  
  Respectfully, Urban Outfitters Inc.

• Initial Complaint

  Date:10/14/2022

  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.

  On October 6, 2022, I placed an order for 2 aprons with Anthropologie- ORDER # ********** totalling $65.45. On Oct. 14th, I received an email stating that both items had been delivered-- yet I did not receive anything. I contacted Anthropologie customer service but after holding for several minutes, they did not provide any resolution and told me to check w/***. I did check w/*** but they claim it was a lost package and claimed that it would be the responsibility of Anthropologie to compensate me for the lost packages. I requested a refund from Anthropologie yet they keep placing liability on **** at this point, I would like a refund for my payment of $65.45 and a response from Anthropologie regarding this incident.

  Business Response

  Date: 10/14/2022

  We are sorry to hear that you did not receive your package. We do not have record of you calling concerning your order. I will send this over to our lost package claim. You will receive an email once they have looked into this. 

• Initial Complaint

  Date:09/24/2022

  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.

  This complaint relates to an item I purchased, returned, and received a refund for in 2020, but I only learned a week ago (nearly 2 years later?!?) that this company placed a hold on my account because they claim they never received the returned item. 1. The item was returned to the store in-person.2. I received email confirmation that item was received by Anthro and refund issued.3. The following year, I placed an order that was "cancelled" by company. I called to inquire and though they provided no explanation for why my account was flagged, they removed the restriction and promptly confirmed that by email.4. I placed and received orders after that without issue.5. This past summer (2022) the order "cancellations" started again.6. I've made several attempts to resolve and always told 'the order resolution dept' will contact me by email within 72 hrs. They never do. 7. When I called customer service last week, a helpful woman at least was able to tell me WHY my account was restricted and that it relates to a purchase from 2020!So... this company refunded money without receiving product back? That's unheard of. And then they don't bother trying to contact the customer about it for 2 years?!? They restrict customer's acct, I assume, to get their attention, but then make it nearly impossible for customer to resolve. This is just bad business practice on their part. Confounding why they don't see that.I acted in good faith. The item was returned to store locally. Supporting documentation attached.

  Business Response

  Date: 09/27/2022

  After further review the hold has been removed from your account and you are now free to order. 

  Business Response

  Date: 10/12/2022

  We apologize for the misunderstanding. The hold has been completely removed from your account and you are free to order.

  Customer Answer

  Date: 10/24/2022

  Thank you for the email and my apologies for not formally responding within the required timeframe.  I wanted to make sure I could place an order without any issues before confirming that I accepted the company's response to my complaint.  
  I was able to do that just recently.  So, for what it's worth, I DO accept the resolution!  
  
  Thank goodness for the BBB - I so appreciate the assistance in this matter!
  

  
  

• Initial Complaint

  Date:09/16/2022

  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.

  We purchased two large pendant lights for our new home and inspected them for damage upon receipt (there was no damage). We went to install them a few months later, when our home was ready and noticed that the boxes contained only the shades - no hardware, no bulb, no wiring - nothing, I reached out to Anthropologie to ask if the hardware shipped separately and if so if they could sent it to me because it was missing. They said that it should have been in the box. It wasnt.Now I am asking for Anthropologie to send me the hardware for these two expensive lights, which were sent to me without the fundamental wiring and hardware that I need to actually USE the product. And the company is refusing to send me the hardware or issue a refund because this is outside of the 30 day window. I understand why companies have a 40 day return window, but when the issue is that the company is sending out their products without such important components, this is not a situation of buyer remorse. I opened the boxes upon receipt to check for damage and did not rifle through to check that the necessary wires were at the bottom but I did not even consider the possibility that a company with a reputation like Anthropologies would have not sent any hardware. Part of the reason we purchased from a company like Anthropologie is that we believed they had a good reputation, but this actually feels like a scam. We cannot be the only customers to have had this happen to us, and Anthropologies refusal to do anything about it is shocking.I have sent photos as they requested, I have reached out to multiple people as they requested, and after I asked for the matter to be escalated the person I spoke with (******) offered absolutely no solution.We have spent hundreds of dollars on a useless product that is not of merchantable quality nor is it fit for its intended purpose as a pendant light.

  Business Response

  Date: 09/16/2022

  We have reshipped 2 units to the customer via order # **********.  We are unable to ship just the hardware.

  Customer Answer

  Date: 09/17/2022

  
  
  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 provided that the items are in fact reshipped to us. We have not yet received any shipping confirmation. Our original order number was ORDER NUMBER: AP18136770. Can the business please send us some kind of confirmation that it has been shipped? 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:09/13/2022

  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 two book cases from Anthropologie on May 31, 2022 for two handcarved bookcases. I received those items on August 15. However, the bookcases looked different from the picture. I requested a return immediately on August 19th. It has been almost a month but Anthropologie hasn’t processed my return. They said it would take 7-10 business days but now it has been over 3 weeks. I am at their mercy to retrieve my $2,600+. And those items are also taking up space in my home. I have emailed/called them multiple times. They acknowledged receipt of my return request but nothing has been done so far. They keep asking me to follow up. I am sick of the follow ups and no results. Please help me get my $$ back ???? they’ve been terrible all around.

  Business Response

  Date: 09/14/2022

  a voicemail was left on 9/13.  Please contact our furniture team who specializes in these issues at **************.

• Initial Complaint

  Date:09/12/2022

  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.

  In August, I placed an order for an article of clothing. That order is still processing. I called numerous times to obtain the status and it was not until yesterday that the company told me the order was not sent because there is a stop on my account. The stop is due to a claim I filed months before with Free People. I am guessing they are affiliated. That claim was resolved. There is still a stop on my account at Anthropology. Every time I call, text, chat, I am either unable to reach a person or I am passed along to different departments who claim they cannot help me because another department deals with taking off holds/stops on accounts. I have yet to be called back or reach a real person who can actually help me at Anthropology. I have an order I was charged for that was not sent. I also have later orders that were cancelled with no explanation.

  Business Response

  Date: 09/12/2022

  Hello, I am seeing an order ********** that was placed and is on hold because our order processing team needs you to call.  There is an issue with your ****** and we need an alternate pay method. The number to call is: ************. Have a great day

• Initial Complaint

  Date:09/02/2022

  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.

  Transaction was made on June 26,2022 and more than 2 months later (currently Sept 2022) I have received no update or alternative on the shipment of my order. I’ve received 3 emails saying of supply chain issues but no notification or update on what’s happening with the item. I’ve contacted customer service twice, and all they can offer is a 10% towards my next purchase that is if I will be ordering from them again. Ridiculous, no apology or discount on the item has been given or update. My money has already been taken from my acct for months and I have yet to receive any item. 3x I’ve been promised shipment of my item but it’s the third time my item has yet to arrive. Don’t trust this business, it’s gone downhill. Order: *************

  Business Response

  Date: 09/03/2022

  I'm truly sorry that the glasses you ordered are on backorder. As stated on our website, unfortunately, backorder dates are estimated dates and due to the supply chain, the date may get pushed back. Also, please note that you have not been charged for your order. We charge when the order is shipped.