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

361 total complaints in the last 3 years.
147 complaints closed in the last 12 months.

If you've experienced an issue

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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:12/16/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order through the Anthropology website of a blanket and 2 throw pillows. The order was shortly cancelled by them. I contacted customer service to receive assistance and was passed around to 5 different people and still did not receive any answers or help.
Business Response
Date: 12/17/2024
Thank you for reaching out to us! We understand the confusion and sincerely apologize. We are not locating any issues within your account. You are welcome to reorder your items within our website. If you have any further concerns, feel free to reach out to us directly. Have a good day!
Initial Complaint
Date:12/16/2024
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 a $140 item to the store and did not receive a refund. The store manager told me to seek a refund through my credit card company as she could not figure out why the money was not showing up. Recently, I was told by Anthropologie that I can no longer shop there because of mt dispute. They are adamant in saying that a refund of $131.60 was for the item I returned. However, I had another incorrrect charge from them for $131.60 which that was the refund for. I sent them proof of the charges and they just said that it wasnt true. I responded that I would not be closing my dispute as I was owed the $140 and would just not shop with them anymore. They then proceeded to charge my card an additional $140 without my permission. They have now blatantly stolen $140 from me for merchandise that was returned to their store.
Business Response
Date: 12/17/2024
Thank you for reaching out to us! We understand your frustration and sincerely apology. We have reached out to you directly via email on ways to resolve the issue. Please refer to the email for further assistance. Have a good day!
Customer Answer
Date: 12/18/2024
[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: 22694033

I am rejecting this response because: the solution from your company was that I can pay you the $140 that I was owed (that I reclaimed through my financial institution) in order to remove the hold from my account. For some reason, you are not understanding the facts: I returned an item, was never refunded by your company, told to get the money back via my card by YOUR store manager, then told I could no longer shop with you all because I took their advice, I provided proof that there was an outstanding $140 never refunded by your company, then I was I charged $140 by you all without my permission because you chose to ignore the bank proof I provided, and now after filing another dispute with my bank for the money charged without my permission your solution is that I still need to essentially donate $140 to your business because no one is willing to actually look at the proof I have provided.
I no longer need anything from your company, I am handling the fraudulent charge to my card made by you all with my bank and I will no longer be shopping with your organization. But, you may want to find a better way to handle these situations in the future.

Regards,

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

Business Response
Date: 12/24/2024
Thank you for responding back! We completely understand your frustration and sincerely apologize. Please respond back to the email we have sent to you directly. Have a good day!
Customer Answer
Date: 12/24/2024
[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: 22694033

I am rejecting this response because: the business is not resolving anything. I was refunded by my bank for the fraudulent charge. The last email I received said there is still a hold on my card for $140 because of the money I recouped through my bank.
I am not accepting a resolution until there is acknowledgement that I do not owe Anthropologie $140 for an item I returned to them and the hold on my account is lifted.

Regards,

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

Business Response
Date: 12/30/2024
Thank you for responding back to us! We have not received a reverse notification for the chargeback made with your bank. We are working diligently to get this issue resolved as soon as possible. Please respond back to our email we've sent to you.
Initial Complaint
Date:12/15/2024
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 originally ordered four items including gift wrap for each item. After about four days it was evident the package was lost as it was moving further from my house. I called the merchant and was told it was too soon to file a lost package and to call back in a couple of days. I called back a couple of days later and they agreed to the package was lost. They said they would re-order my original order, but this was after having to escalate it to a supervisor. Once the order was replaced, it turned out that some of the items were back ordered. That should have been disclosed to me. I instead was told I was getting next day shipping. False information. I am still awaiting items, there is no clear shipment information and I was not refunded for the gift wrap that is not en route to me. EXCHANGE ORDER NUMBER: EP09900189 REFUNDED ORDER NUMBER: AN18143827
Business Response
Date: 12/16/2024
Thank you for reaching out to us! We have reviewed your recent inquiry. The gift wrap was refunded on 12.15.24. Please allow 1-3 business days for the refund to reflect within your account. We sincerely apologize for the inconvenience. Have a good day!
Customer Answer
Date: 12/16/2024
[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:12/14/2024
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 mistakenly returned two swimsuits using a single QR code instead of separate ones. After contacting customer service to inform them, I was assured that this approach was acceptable, and I received refunds for both items. However, I've now been informed that I need to pay for one of the swimsuits, and now I cannot order anything from them.
Business Response
Date: 12/16/2024
Thank you for reaching out to us! We have reviewed your recent inquiry. The restriction has been lifted off your account. You are free to order with us. If you have any further concern, feel free to reach out to us directly.
Initial Complaint
Date:12/12/2024
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 am waiting on two refunds that your customer service team continues to simply tell me the returns team is behind with no refund in sight. You have had my returned products received and sitting in your warehouse since December 2nd. I have ordered from anthro for 15 years and during every holiday. Returns never takes this long and it feels like something is wrong. Please refund my orders! Order: AN18256218 and order: AN18258385
Business Response
Date: 12/16/2024
Thank you for reaching out to us! We understand your frustration and sincerely apologize. After reviewing your account, we are able to confirm the refund of $68.2 for the order, AN18256218, was processed on 12.14.24. We also processed the refund for order, AN18256218, on Today. Please allow 1-3 business days for both refunds to reflect within your account. If you have any further concerns, feel free to reach out to us directly.
Initial Complaint
Date:12/09/2024
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 #AP34080121, placed on November 10, 2024. The majority is this order was returned a few weeks ago and I have not received my refund. I called customer service and still nothing to date. I used the return label they provided and item was tracked back to their facility.
Business Response
Date: 12/11/2024
Thank you for reaching out to us! We understand your frustration and sincerely apologize. After reviewing your order, we are seeing a refund of $341.28 was refunded back to you on 11/22/2024. The remaining refund of $1058.93 was processed on today. Please allow 1-3 business days for the refund to reflect back. Have a good day!
Initial Complaint
Date:12/08/2024
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.
On 12/6/24, I visited the Anthropologie store at ***************** in ****** to return a couple of sale items. The in-store staff, a white-haired older lady, informed me that the items were final sale and could not be returned in-store. This contradicts my previous experiences at the same store, where I successfully returned sale items.Additionally, the Anthropologie app/website clearly allows me to initiate a return process with an in-store return option. Despite this, the staff refused to honor the apps instructions and insisted I mail the items back. While customer service eventually provided me with a free return label, the process was unnecessarily frustrating.What made the experience worse was the dismissive and rude attitude of the store staff member. She was unprofessional, unhelpful, and her behavior made me feel disrespected as a customer.
Business Response
Date: 12/11/2024
Thank you for reaching out to us! We understand your frustration and sincerely apologize. We want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We will forward this information to the appropriate department. Were all aware of what happened and will take extra care in future. Have a good day!
Initial Complaint
Date:12/07/2024
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've placed many orders w/Anthropologie this season & have made several returns. (1) For 1 purchase that saw a mix of ****************** ordered ($200.79 total), I received no items I actually purchased. Instead I was sent 2 random items of clothing. I've had many calls & chats on this issue. I filed a claim on Nov. 13 & got a return label emailed on Nov. 19 directly from *** right after a chat with an agent (so only a link to the return label w/nothing else attached). I sent the 2 items I didn't order back w/that label. I finally got a refund today after still more chats w/various agents. But when the email confirmation of the refund arrived, a return label was attached saying I needed to return the items that I never received & instead got 2 clothing items I did not order that I already returned w/the *** label the agent sent. I chatted w/another ************ assured me today this will be resolved in 72 hours. I don't trust them to remedy this, though. That return shows it was received by their ***********, KS warehouse on Dec. 2. (2) I returned 2 bath *************** Christmas Crackers from another order ($81.94 for returned items), but still have no refund. That return arrived at their ***********, KS locale Nov. 26, says ***. (3) I received a dress & plaid jacket ($119.94 for these) in a smashed box w/both hanging out in another order. I filed a claim & sent those items back in an Amazon box after asking an agent if that was OK since their box was smashed. I returned those on Nov. 16th & I've gotten 2 emails telling me that they have not received these items even though *** tracking shows that the package arrived at their ***********, KS locale on Nov. 26th. (4) Finally, I returned a pair of *************** jacket ($113.94 for these) from a separate order on Nov. 16 & *** tracking shows arrival in ** on Nov. 26. Still no refund. I need final refunds for all these w/no emails demanding to send items back that already have been received by Anthropologie in **.
Business Response
Date: 12/11/2024
Thank you for reaching out to us! We understand your frustration and sincerely apologize. After looking into the different order numbers, we are able to confirm all refunds has been processed out to you already. An order invoice for each order has been emailed over to you as confirmation. Have a good day!
Customer Answer
Date: 12/15/2024
[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: 22655722

I am rejecting this response because:
As per the 4 attached photos of an email I received from Anthropologie at 1:58 AM today, the company is still requesting that I return items from an order that I never received. Referencing the original complaint, I received none of these items and, instead, got two pieces of clothing I've never seen and sent those back already, which was confirmed by *** tracking that shows that an Anthropologie representative received said package of returns. (All those details, including *** tracking details that show that the returned items arrived already in the company's ***********, ** facility are in the original complaint.)

I'm very concerned that because I continue to get messages asking for this order's return, which already has been remedied, that Anthropologie will charge my card again, which, I see from other complaints here on BBB's website, happens frequently -- at least in the last several months.
I'm unsure what is going on with Anthropologie's customer service department, but I've been buying from this retailer for many, many years and have not had these sorts of issues until very recently. As a long-time buyer and fan of this company, I'm hoping the problems with these last four orders are anomalies. However, if this is now the norm or is fast-becoming it, such issues with their customer service department will do some major damage to their otherwise solid reputation with the vast array of their regular shoppers.

I hope a customer relations leader can get back on this new emailed return request and provide assurances that this and the other returns are finalized and that I will not get any additional requests to return items I never received -- especially after sending back items I didn't even order that are associated with this botched transaction that are shown by *** to have been delivered and received by an Anthropologie representative in ***********, ***

I very much would like to see the items outlined in this complaint to be completely and finally resolved. Receiving additional emails requesting returns already made, tracked by *** as having been delivered, and confirmed by an Anthropologie representative as having been received fails miserably in getting to any final and complete assurances of resolution.

Regards,

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

Business Response
Date: 12/16/2024
Thank you for reaching back out to us! We are able to confirm the return tracking for the items which whom you've returned within your account. Please disregard the emails sent. We hope this information is helpful. Have a good day!
Customer Answer
Date: 12/16/2024
[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:12/03/2024
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 been an Anthropologie member for over two decades and have spent tens of thousands of dollars over the years. On average, I spend between $300-$500 each month. On November 14, 2024, I placed an order that was scheduled to arrive November 19 but it did not arrive. I canceled the order November 21 and requested a refund. As of November 27, I had not received the refund so I disputed the charge with AMEX. On November 26 and 27, I placed two more orders with Anthropologie for over $300, and Anthropologie canceled both orders because of the dispute I had lodged with ****, yet they still had NOT issued the refund. Anthropologie informed me that in order to lift the hold on my account (which would allow me to purchase goods and GIVE them my $$$), I would have to reverse the dispute with ****. I reversed the dispute with **** on November 29 and am still waiting for Anthropologie to issue the credit. In the meantime, they have blocked me from placing orders and Ive lost the opportunity to benefit from Black Friday and Cyber Monday sales which are both over as of today, December 3, 2024. I am STILL WAITING for the credit AND for the BLOCK on my account to be REVERSED. Awful business practices and customer service.
Business Response
Date: 12/03/2024
Thank you for reaching out to us! We understand your frustration and completely understand. A email has been sent you in regards to your account and refund. If you could, please respond back as we would like to get this issue resolved as soon as possible for you. Have a good day!
Customer Answer
Date: 12/04/2024
[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: 22631419

I am rejecting this response because:

The email the business refers to was received by me on November 29 and states that I must cancel the dispute with my financial institution. I did this the same day, November 29. Anthropologie told me that they use a third-party to manage refunds, so there is a holdup between my financial institution informing them that the dispute was lifted, and their third party accepting and posting this to their system. until their third-party informs Anthropologie that my financial institution has returned the $151.36, my **************** account shows the charge as my responsibility.
yesterday, I received a second email from Anthropologie (copied below). As I stated above, their third party has not communicated to Anthropologie that the DISPUTE WAS LIFTED 11/29/2024. Therefore, Im still waiting for my refund.
We've received your recent inquiry regarding your refund for order number, AN18059640. Unfortunately, we are not able to process the refund as a dispute is still showing with ****************. We ask that you please reverse the charge so we can properly process the refund back to you. Once the dispute has been reverse, please respond back to this email to inform me.
I replied to this email as follows:
I appreciate your follow up. I have done EVERYTHING in my power to expedite the cancellation of the dispute with my AmEx card. In fact, they sent me an email MINUTES after my request to reverse the dispute. See attached/below. **** also placed the charge back on my card. Now the ball is in URBNs court. I am waiting for my refund of $151.36.
I am considering never doing business with Anthropologie again. I understand you have policies and must treat everyone equally. However, this situation has left a bitter taste in my mouth and Ive wasted countless hours of my time, from not only trying to get my refund, but attempting to understand why all my subsequent orders were cancelled??? Now I know!

Thank you again for reaching out. I look forward to a speedy resolution. I can always go back to **************** and dispute the charge again if I dont receive my refund in a timely manner. I realize Ill be banned from your organization if I do that, and I accept that. Im sure youve read in my account that I have been an Anthro member for two + decades and I order from you several times a year having spent tens of thousands of dollars over the years. I realize you dont need my business and Im happy to spend my money elsewhere.
Regards,
***** **********

Business Response
Date: 12/11/2024
Thank you for reaching back out to us! We understand your frustration and sincerely apologize again! A refund of $151.36 has been processed to your bank as of today, 12/11/2024. Please allow 1-3 business days for the refund to reflect within your account. If you have any further concerns, feel free to reach out to us directly. Have a good day!
Customer Answer
Date: 12/14/2024
[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:12/02/2024
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 would give zero stars if I can. These are the most incompetent sales people I have ever dealt with. They could not even tell me when my refund was processed. I spoke to a ***** ***** at the ************ store and she was so useless, I am not surprised that she had no clue what is going on with my refund. Anthropologie has lost me as a customer for life. I cannot deal with stupid people. Anthropologie should make all the salespeople at the ************************ in ************ ** enroll in customer service classes. What a waste of my time talking to them.
Business Response
Date: 12/03/2024
Thank you for reaching out to us! I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We understand your frustration and sincerely apologize. After reviewing your account, I am seeing a refund has been process for the correct plates on today, December 3rd. Please allow 1-3 business days for the refund to reflect within your account. If you have any further concerns, don't hesitate to reach out to us directly. Have a good day!

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Anthropologie is NOT a BBB Accredited Business.