ComplaintsforAbercrombie & Fitch

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 29th, I placed an order using the Abercrombie app using Venmo to pay. On March 13th, I took the items to my local Abercrombie store to return but was told that since I used Venmo to pay they would give me a gift card in the amount of $181.88, and I could call customer service to have the amount refunded to my original payment method. I called customer service that day with instruction I should hear back in 7-10 business days. After not hearing anything, I called again and was told that my refund has yet to be processed, but they were able to cut off the gift card and would send the refund over to payments processing and again that I would hear from payments in 7-10 business days. It has now been 10 business days since my last communication with Abercrombie. I called again today and they said I should hear from payments in 2-3 business days. I have now been waiting for my refund since March 13th with no word from the payments team.

  Business response

  04/24/2024

  Hello *****, 

  Thank you for contacting us via the Better Business Bureau regarding your Venmo refund! 

  We have reviewed your return and refund and are happy to confirm that it does appear as though this issue was resolved with your Venmo refund being processed today, April 24th. Please allow 3-5 business days to see this refund reflected back to your account.

  Venmo is a newer form of payment that we have been accepting. Our store locations are currently unable to process Venmo refunds, which is the reason as to why they were unable to process that refund for you back to your original payment method when you made the store return. So sorry about that! 

  If we can help with anything else, please, do not hesitate to reach back out to us at [email protected] with any other questions or concerns you may have; we’d be happy to help!
  

   ***

  Customer Service

  Abercrombie & Fitch

   

  Customer response

  04/24/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order 189 dollars worth of clothes for the first time from Hollister . They say package was delivered to my side door/ back door (I have never received a package or mail there ) . 10 min after notification of package delivered , I went downstairs and no package was there . I contacted Hollister and requested a refund or for them to resend the package using a legit carrier such as ups or fedex instead of ontrac laser ship . They refused. I am once again asking for a refund or replacement . I shouldn’t lose out on 189 dollars . I wasn’t even required to sign

  Business response

  04/17/2024

  Hello *****, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order ***********! 

  We are sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund or reshipment had been requested on your behalf. Our Research and Resolution team reviews all requests and they have been able to review your request once again to confirm the validity of the correct delivery location. We can confirm that your package was not indeed delivered to the correct location.

  We have confirmed with our team that this refund decision was reversed for you on April 17th. A refund was processed in the amount of $189.71 back to your Apple Pay account. Please allow between 3-5 business days for the refund to reflect in your account.
  

  ***

  Customer Service

  Hollister Co. 

  Customer response

  04/17/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 4/2/24 (Order # 210xxxxxxxx) for a large amount of items. I received my package on 4/9/24 and went through the package and noted that it was missing 4 items that I ordered and immediately called Customer Service to report the missing items. I was advised by the Customer Service representative (***) that the items were in stock and they would request for a reshipment. I then received an email that the reshipment was cancelled and I would not receive a refund either. I called back and spoke with **** at 7:22 pm that same night who stated he would send email to the specialist team about the cancellation to investigate the matter. On 4/10/24, I received an email stating ”after careful consideration, we regret to inform you that our team has decided to uphold the previous denial” with no further explanation or correspondence to my emails. They fraudulently were going to keep $84.69 of my merchandise that I purchased and not refund me for items that were not shipped to me for missing items. I contacted them immediately regarding my missing items well within 30 days and their company is trying to fraudulently not send items and take money from customers. There is no way to speak with a supervisor on the phone and they say they can only email you back, which is very suspicious.

  Business response

  04/16/2024

  Hello *****, 

  Thank you for contacting us via the Better Business Bureau regarding the missing items your recent order *********** with Abercrombie & Fitch! 

  Upon review of your previous contact history and previous orders placed with our company, we see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to missing 4 items in your order. Whenever a package has been reported as not received or is missing items within the package, our Research and Resolution team reviews each and every one of those requests and they may not be able to approve a refund when we have received previous requests of the same nature. We base this decision off our historical records of successful deliveries associated with your contact information between our Abercrombie & Fitch and Hollister Co. brands. We noticed with your purchase and contact information that we have received previous requests for refunds on orders where items were not received in the package. Unfortunately, we are unable to approve any additional refunds for issues with delivery. 

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/16/2024

  I have reported receiving incorrect size items in the past, as I have had previous issues with shipments as mentioned.  In this past shipment I received, I clearly did not receive 4 items in my order.  Obviously the company has a problem with their packing department and needs to work on their quality control instead of fraudulently taking the customer’s money.  I am not the only one who has had a problem with shipping with this company.
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order (***********) on January 8, 2024, totaling $973.30. Due to the substantial size of the order, it was delivered over a period of 7 days, with the final item arriving on January 15, 2024. The online return form instructs you to send items back within 30 days. However, it lacks clarity on when this 30-day period begins. I received a notification about being issued a store credit of $876.30 due to a "late" return. I promptly revisited the policy and realized that it was 30 days from the SHIPMENT date! I contacted customer service and explained that my confusion originated from filling out a return form online and receiving a message stating that I have 30 days to return, when it should have indicated that I have less than 20 days to return to make it eligible for a refund. Given that the practice of counting 30 days from the shipment date is not very common, it's natural for people to assume that the 30-day period starts from receiving the items, or even, as in the case of Amazon, from the date you place your return request. Customer support inquired about the date of the return shipment, which unfortunately, I could not recall specifically. I suggested they review their records, as they should have received a notification from the postal office. However, they informed me that since I utilized the provided shipping label, they were unable to ascertain the exact return date. Their intention to encourage swift returns is very reasonable. However, given the unique nature of the policy, my genuine misinterpretation based on the ambiguous language in the return form, and considering my timely returns in the past, I respectfully request a refund to my original payment method instead of store credit. While I hold the store in high regard and anticipate future purchases, as a medical student, committing a significant sum of $876.30 to A&F store credit is financially challenging.

  Business response

  04/15/2024

  Hello ******,

  Thank you for contacting us via the Better Business Bureau regarding your return and e-gift card refund!

  We are sorry to hear that there was some confusion regarding our return policy! Upon review of your order *********** we see the return date for a full refund back to your original payment method would have been on February 9th.  We see that an online return was not created prior to shipping your merchandise back to us, however, we have been able to obtain return tracking information that shows the first FedEx carrier scan for your return was on March 20th. The return was then received at our Distribution Center on April 4th. The refund of $876.30 was processed via e-gift card on April 12th. Typically it can take up to 6 business days upon arrival for a return to be checked in and the refund processed, which looks like your refund was processed on the 6th day here. 

  Due to the fact that your return was shipped back to us more than a month past the return date, we are unable to process your refund back to your original payment method. We know this was not the outcome you were hoping for, but we do have good news, our e-gift cards never expire! This means that the funds will be ready and waiting for you next time you are ready to shop with Abercrombie & Fitch! 

  *** 

  Customer Service

  Abercrombie & Fitch 

  Customer response

  04/16/2024

  This order does not appear in my order history, so I do not know any information on it. I mailed this order along with another one, and it is probably the one I created a return for. While I acknowledge the offer of an e-gift card, it fails to resolve the inconvenience and adds to the mental and financial burden. On a positive note, while going over my orders to figure this out, I stumbled upon $7 return fees that I was not aware of. With the absence of a physical store within a 2-hour radius and the realization of the $7 costs associated with each return, I find myself lacking the incentive to continue significant spending with your company in the future. Therefore, I must convey that this e-gift card represents the last $876.30 I will spend with Abercrombie & Fitch.

  Thank you for addressing my concerns.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Abercrombie & Fitch regarding their mishandling of an issue I recently encountered with an undelivered package. On 03/17/2024 , I placed an order *********** with Abercrombie & Fitch and expected to receive my package within the estimated delivery window. However, despite tracking information indicating that the package was delivered via FedEx, I never received it. Upon contacting Abercrombie & Fitch customer service to address the missing package, I was met with inadequate assistance and dismissive responses. Despite providing evidence that the package was not received, Abercrombie & Fitch refused to take responsibility and suggested that I seek reimbursement options from external entities such as the police, carrier, or my bank. This response is unacceptable and demonstrates a lack of accountability and customer service on the part of Abercrombie & Fitch. As a loyal customer, I expect a company to take responsibility for ensuring the safe delivery of purchased items and to provide appropriate support when issues arise. Furthermore, the suggested solution of price matching items on a new order does not adequately address the inconvenience and frustration caused by the situation. It is unreasonable to expect me to bear the burden of reordering and potentially paying more for items I have already purchased. I believe that Abercrombie & Fitch should be held accountable for their actions and should take immediate steps to rectify this situation. This may include conducting a thorough investigation into the missing package, providing a replacement shipment, issuing a refund, or offering appropriate compensation for the inconvenience caused. This experience has left a sour taste in my mouth, and I will certainly reconsider doing business with Abercrombie & Fitch in the future.

  Business response

  04/10/2024

  Hi ******,

  Thank you for contacting us via the Better Business Bureau regarding your missing order ***********!

  After careful review of your A&F order, we have confirmed that the packages you contacted us about, which have been delivered by FedEx in 2 packages on March 19th and March 20th, have indeed been delivered to the correct address listed on the order. As a result, we cannot move forward with your request for a replacement or a refund. We sincerely apologize for any frustration this has caused you.
  
  We would be happy to price match a new order with free Two day shipping! If you are concerned about your packaging arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing [email protected], or calling ###-###-####.
  
  If you believe that your packages have been stolen, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####.

  ***

  Customer Service

  Abercrombie & Fitch
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7th I returned a purchase to Hollister that was made online. I used Venmo to pay for the purchase. When I returned the items, I was told they could only issue a merchandise credit due to a glitch in the system. This was not acceptable as my daughter is not able to find a good fit often at Hollister. The manager at that point called the customer service department. The plan they made was to give me a merchandise credit of 96.63 in good faith and they would put in a ticket to remove the money from that merch credit card and refund the money to my original payment, Venmo. On March 20th, I still had not seen a refund so I called customer service again. I was told that the original ticket was rejected and it would have to be done all over again. On March 21st, the money was removed form my merchandise credit and I was told that the Venmo refund had been issued. I could expect my refund in 7-10 business days. This was frustrating because I had already waited that long. Well here we are today on the 10th business day and no refund. I was told that if it's not there tomorrow, they will escalate it again. It's been almost a month.

  Business response

  04/04/2024

  Hi ********, 

  Thank you for contacting us via the Better Business Bureau regarding your Venmo refund on order ***********!

  We are sorry to hear that the store was unable to process this refund for you in the same matter of which you paid. Venmo is a fairly new payment process that Hollister Co. has been accepting, therefore, our store systems are currently unable to process Venmo refunds. We apologize for the inconveniences that this has caused you! 

  We have reached out to our Venmo vendor to inquire on your recent refund of $96.63 and they advised us that this refund had not processed through yet. So sorry for that delay! We are happy to confirm that your refund has been processed for you as of today, April 4th, and should take between 3-5 business days to reflect back to your account. 

   ***

  Customer Service 

  Hollister Co. 

  Customer response

  04/04/2024

  I do now see that my money will be available through Venmo on 4/9. I want you to understand that it will be over a month I have waited for a refund.

  Each time I called I was told I have to be patient and quite honestly i don’t think that was fair. You don’t know who I am and what my situation is. Maybe I saved for months to be able to buy my daughter spring clothes. Maybe I skipped a bill to provide for her. It’s the principal and quite frankly not good business. You have had the cash from my bank account since the beginning of March. There is NO REASON this could not have been refunded in cash as a courtesy as it was your fault. if Venmo is not a great method of payment then remove it until you know how to use it. It was only $100 this time, but you have also lost my future business at all of your stores.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment and frustration regarding my order #*********** for the Mach 23. I placed this order on March 23, 2024, and despite assurances from a customer service representative that it would ship, it is now April 3rd and I have received no updates or shipment confirmation. A "system issue" is an unacceptable reason for this delay. In 2024, a company of your reputation should have robust systems in place to ensure smooth order fulfillment. This negligence is causing significant inconvenience, and frankly, it's unprofessional. I demand immediate action. I expect my order to be expedited and shipped out at once. Additionally, I would appreciate a significant discount or other form of compensation for this unacceptable delay. Please respond to this email within 24 hours with confirmation of the shipment and details of the compensation for this issue. Otherwise, I will be forced to pursue alternative solutions, including filing a complaint with the Better Business Bureau and taking my business elsewhere. Sincerely, ******

  Business response

  04/04/2024

  Hello ******, 

  Thank you for contacting us via the Better Business Bureau regarding your recent Abercrombie & Fitch order! 

  We are sorry to hear that you have been waiting on the shipment of this order ***********!

  We have reviewed your concerns regarding your order and are happy to confirm that it does appear as though this issue was resolved as of April 3rd, wonderful! A refund in the amount of $75.43 has been processed to your PayPal account. Please allow 3-5 business days for this refund to reflect to your account for you. 

  Here at A&F, we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. If we can help with anything else, please, do not hesitate to reach back out to us at [email protected] with any other questions or concerns you may have; we’d be happy to help!

   ***

  Customer Service

  Abercrombie & Fitch

   

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered four pairs of jeans on 3/27/2024 (order #***********). I received the package containing only three of the four pairs of jeans on 3/29/2024. I contacted the customer service and informed them of the issue and the representative agreed to refund the amount of the one pair of jeans I did not receive. The next day I received an email stating my refund had been canceled. I called the customer service number back and was told the issue would be escalated to the appropriate department to review. I then received an email stating their decision to not refund my money for the product I didn't receive was final and I would not be able to speak to anyone to discuss. I then called the customer service number back and was told the department who had made the decision was the final step and there would be no one of authority I could speak with that they only respond by email. I have now been charged $70.79 for a product I never received. I emailed the company again to seek the appropriate resolution and informed them this decision may have been made due to another order from the company I placed on 2/5/2024 (order#***********). In that order I did not receive a pair of jeans I had ordered, but instead had received a pair of sweat pants in the package I did not order. In that situation, the pair of jeans I ordered, but did not receive, was refunded and I returned the sweat pants via mail (the sweat pants were not on the packing slip, but the jeans I ordered, but didn't receive were). In both of these orders I did nothing wrong. There is obviously an issue with their fulfillment department. I should not have to pay for a product I did not receive because of a fulfillment incompetence. The company refuses to research this issue and/or speak to me further about the situation. I have now paid $70.79 for an item I never received. This is a fraudulent charge of a product I paid for, but never received.

  Business response

  04/04/2024

  Hello ******, 

  Thanks for contacting us through the Better Business bureau regarding a missing item in your recent Abercrombie & Fitch order! 

  We are so sorry to hear that you did not receive the High Rise Mom Jean in CREAM in your most recent order, and that you originally received a denial when a refund was requested on your behalf. Our Research and Resolution team reviews all requests and they have re-evaluated your recent refund request for the missing denim in your order ***********. 
  
  We confirmed that this decision was reversed, and the refund was approved on April 4th. A refund was processed in the amount of $70.79 back to your DISCOVER card ending in ****. Please allow between 3-5 business days for the refund to reflect in your account.

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/04/2024

  I accept the business's response to resolve this complaint.
   
  ****** *********

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a complaint against Abercrombie & Fitch regarding a recent online order (Order #***********). I placed this order and received only a partial shipment; several items were missing. Upon contacting Abercrombie & Fitch, I was initially told a reshipment would be arranged. I subsequently changed my mind and requested a refund instead. A customer service representative assured me the reshipment would be cancelled and a refund would be processed within 2-5 business days. However, I have now been informed that my refund was denied by Abercrombie & Fitch. This outcome is unacceptable, as I never received the missing items. I am deeply frustrated with the company's lack of resolution. I would like either: The remaining items of my order to be reshipped immediately, OR A full refund for the missing part of my order. I have attempted to resolve this matter directly with Abercrombie & Fitch without success. I hope the Better Business Bureau can assist me in reaching a fair outcome. Thank you for your time and consideration

  Business response

  04/04/2024

  Hello ****, 

  Thank you for contacting us via the Better Business Bureau regarding your missing package from order *********** with Abercrombie & Fitch!

  After careful review, we have confirmed that the package you contacted us about, which was delivered on March 18th by FedEx, was indeed delivered to the correct address listed on the order. We understand that there seems to be some confusion with the delivery details communicated by previous customer care agents to you who advised that a reshipment would be requested on your behalf. As a result of our extensive review, we cannot move forward with your request for a replacement or a refund. We sincerely apologize for any frustration and confusion that this has caused you. 
  
  We would be happy to price match a new order with free Next Day shipping! If you are concerned about your packaging arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing [email protected], or calling ###-###-####.
  
  If you believe that your missing package has been stolen from your property, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####.

   

  Amy

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/11/2024

  I was told I would get a reshipment. I have it in writing. I’d like that to be honored. There wasn’t miscommunication if I was told this multiple times. That’s not good business. I have literally spent over 2000 dollars from you all in less than 4 months.
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I placed an ordered on March 26th 2024, it was for 7 different items totaling $284.15, order number is ***********. The package package was delivered on March 29th 2024. After opening the package I noticed I was missing 2 items. I reached out to Abercrombie via their chat, and spoke to someone that was very lovely and helpful. He said he was going to send in a request to reshipped the missing items. Which was perfect! O told him I had a trip coming up the following weekend, April 6. He was so nice he actually expedited the shipping for me to ensure they’d get here before I left. I was happy, issue resolved! THEN I received an email 10 minutes later saying they’re denying a reshipment and to reach out with any questions. So obviously I did. I was told they denied it but that the my would escalate it to see what’s going on and review it again for reshipment. Was told this could take 3-4 days. Waited through the weekend and got a response today, Monday April 1st saying they’re sticking with their decision and it’s final. To reach out to my bank if needed. I do not want a refund. I just want my items. I shop at Abercrombie A LOT. Specifically in store that’s close to me. I had emails for coupons so I decided to order online. I placed 3 online orders within the last 2-3 weeks for clothes for my trip. The first order I had issues with and my jeans had MULTIPLE holes in the seam. 4 to be exact. I reached out and they reshipped them. The second order is fine. This third order was missing 2 out of the 7 items and they will not reship because of the “history” of issues with orders. Now I’m being told because of THEIR mistakes that I’m lying. I spend a lot of money with Abercrombie and this is VERY disappointing. If I can’t get my items back I’ll be filing a charge back with my bank and and reaching out to the FTC since by law they have to provide the goods paid for. I’ll also never be spending money with this company again since they do not care about loyal customers.

  Business response

  04/02/2024

  Hi ****, 

  Thank you for contacting us via the Better Business Bureau regarding the missing items your recent order your received! 

  After reviewing your previous contact history, we see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving 2 items in  your order ***********. When a package is reported as not received or missing items, our Research and Resolution team reviews each request and may not be able to approve a refund or reshipment when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders that were not received that were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery.
  
  If you believe that your packages have been stolen and/or tampered with, we recommend filing a report with your local police department. We would be happy to provide any information to aid in the police department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####.

  *** 

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/02/2024

  This is not due to tampering or a missing package. The package came and looked sealed. It is missing 2 items that I paid $101 for. I had an issue with a previous order because of YOUR company’s negligence or the complacency of your employees. This seems to be a very common thing upon looking at reviews of the company. Which is sad. I firmly believe you should take accountability for your employees mess ups. The fact that items were missing in my package is also by law, on the business. I paid for goods that were not provided and I will be reaching out to my bank to dispute this. If you expect to have loyal customers who shop with you multiple times, expect to have more than one occurrence with damaged, defective or missing items. Even with the best companies this happens. And you can’t just offer ONE replacement/ refund out of years of one shopping with you. That’s absurd. Once again. BY LAW the business is liable until the goods are delivered. I paid for something and DID NOT receive all of the items.

*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. ↩