Complaints

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

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• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  3968 Easton Sta Columbus, OH 43219-6064

• 

  Abercrombie & Fitch

  235 Easton Town Ctr Columbus, OH 43219-6077

• 

  Abercrombie & Fitch

  850 Hartford Tpke Ste R217 Waterford, CT 06385-4257

• 

  Abercrombie & Fitch

  1000 Ross Park Mall Dr Ste H08 Pittsburgh, PA 15237-3837

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:08/30/2025

  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.

  Abercrombie and Fitch continues to deny my refund, despite my attempts and evidence that my package has never been delivered and earlier approval of said refund. I never received any product from them and they refuse to take any further action despite admittance from ontrac that they lost the package.

  Business Response

  Date: 09/03/2025

  Hi *******, 
  
  Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved as of 9/2/25, wonderful!  Here at Abercrombie & Fitch, 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 ************************************************* with any other questions or concerns you may have; wed be happy to help!

   

  Jerrad 

  Customer Care

  ********************** & ********************

  Customer Answer

  Date: 09/04/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:08/29/2025

  Type:Order 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.

  A&F is refusing to provide a timely resolution to my lost shipment. Weeks ago, I placed an order with A&F and received shipping notifications (the order was broken into three shipments). After almost a week, the largest part of my order still hadnt made any shipping progress. I reached out to A&F, and their *** lied that my order was still making its way to me and even named a delivery date that wasnt on the ***** tracking. After that delivery day arrived and still no movement of the shipment, I reached out again, and their *** acknowledged that the lack of shipping progress meant my shipment was likely lost or damaged. This *** said they had placed a ***lacement order with 2-day shipping. However, I never received an order confirmation and so contacted A&F a third time the next day. This time a *** said my ***lacement order was coming at some point but that the company couldnt even provide an order confirmation for the ***lacement until the order shipped. This is blatantly dishonest. Order confirmations are entirely distinct from shipping notifications, and I can go into ************************** right now, place an order, and receive an order confirmation. Please provide a prompt, honest solution to my lost shipment, starting with confirmation of the ***lacement order.

  Customer Answer

  Date: 08/31/2025

  I have received my missing order, happily. Complaint resolved. (Number 23815292)

• Initial Complaint

  Date:08/28/2025

  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.

  Package was ordered 08/11, shipped 08/14, delivered 08/18. Package was stolen from my apartment and Abercrombie is unwilling to refund or replace the package, even though I never received it. Delivery driver (purolator) did not knock or ring the doorbell to let me know it had arrived.

  Business Response

  Date: 09/03/2025

  Hi Mia, 
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order! 
  
  After reviewing your contact history, our Research and Resolution team was unable to approve your recent request for a reshipment or refund. This decision is based on our records confirming successful deliveries associated with your contact information across both Abercrombie & Fitch and Hollister Co. brands. As a result, we are unable to issue a refund for delivery-related concerns.
  
  If you suspect package theft, we recommend filing a report with your local police department. Should they require any supporting documentation, were happy to assist upon receiving an official request on department letterhead sent to ************************************.
  
  ******
  Customer Care
  ********************** & ********************

  Customer Answer

  Date: 09/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23811506
  
  I am rejecting this response because: 

  This does not provide a resolution. I have filed a police report on 09/04/2025. 

   

  
  Regards,
  
  *** ******

• Initial Complaint

  Date:08/28/2025

  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.

  Ordered clothing from Abercrombie & Fitch on 8/24/25. Order shipped in two packages. I was consistently looking at the tracking information on both and yesterday (8/27) saw that one was to be delivered today (8/28) and tomorrow (8/29). Then all of a sudden, I see an email yesterday (8/27) that one package was delivered at 1:36PM and I didn't even hear a knock at the door to alert me that it was delivered. By the time I saw the email, it was 4PM and I went out to discover that my package had been stolen. If I had seen that the package was being delivered yesterday, I would have been regularly checking the tracking information on the package since I live in ************ and have had packages stolen in the past. When I talked to Abercrombie customer service, they refused to refund me or to send a replacement package out and told me to take it up with the carrier. The carrier did its job of delivering (even if they didn't knock), and since I didn't receive the goods that I purchased from Abercrombie, it seems that this should be their problem to correct. When I requested to speak with a supervisor to make a formal complaint, I was rejected and told there was nothing else Abercrombie could do due to their company policy. I am still looking to receive a refund with your help.

  Business Response

  Date: 09/03/2025

  Hi ******, 
  
  Thank you for contacting us via the Better Business Bureau regarding your missing order!
  
  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 your order. When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund 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. Unfortunately, we are unable to approve any additional refunds for issues with delivery.  
  
  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 departments investigation upon receiving an official request on department letterhead emailed to ************************************. 
  
  ******
  Customer Care
  ********************** & ********************

  Customer Answer

  Date: 09/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23809550
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:08/26/2025

  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 at Abercrombie on August 22nd and Fitch for around 120 dollars. When placing the order, I was told it would deliver on Friday August 29th 2025. I ordered it to a new address I will be living at by the 29th. The package was dispatched and arrived 3 days early on August 26th. I was not at the new house on this date. I received no notice that the package would be early and upon arriving no one knocked or anything. Once i got the delivery notification, I scrambled to get someone to go by the new house and grab the package since I wasn't there and didn't have prior notice. Once I got someone to check, the package was no longer there. I reached out to the carrier being purolator and they told me it was delivered and to speak with abercrombie. I chatted with them and they asked me a bunch of questions. In the end they told me that since purolator marked the package as delivered they can't do anything and i have to re order everything. I'm out over $100 dollars now because they didn't give me notice of an early delivery.

  Business Response

  Date: 08/28/2025

  Hi *******,
  
  Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.
  
  After careful review, we have confirmed that the package you contacted us about, which was delivered on August 26th, was indeed 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. 
   
  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 departments investigation upon receiving an official request on department letterhead emailed to ************************************. 
  
  
  Lauren
  Customer Care
  ********************** & ********************

  Customer Answer

  Date: 08/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23802819
  
  I am rejecting this response because: 

  Thank you for your response. However, I must respectfully disagree with your position. While the package was delivered to the correct address, the issue is that it was delivered three days earlier than the stated delivery date (August 29) and without any notice to me of this change.
  
  At the time of purchase, I reasonably relied on the promised delivery date to plan for receipt of the package. Because it arrived significantly earlier than indicated, and without warning, I was not yet living at that address and had no way of securing the package. This change in delivery timing directly caused the theft.
  
  As the retailer, Abercrombie is responsible for ensuring that goods are delivered in a manner that allows the customer to reasonably receive them. By deviating from the communicated delivery date and failing to notify me, Abercrombie did not fulfill that responsibility.
  
  I ask again that Abercrombie resolve this matter by providing a refund.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/26/2025

  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 purchased multiple items through Abercrombie and Fitch's website in early August and paid a total of $653.43 including tax. The order was noted as "delivered" on August 8, 2025 but per the delivery picture, thrown into a lobby instead of in a designated package locker (right next to the location the package was in the picture) or delivered to my apartment where I had indicated my unit number in my shipping address. This could have been any lobby within the number of complexes in the area. I never received my order and after waiting a few days in case a neighbor took it by mistake, the package still never came. I reached out to Abercrombie support on August 25 as I had been out of town for a number of days and unable to deal with the situation. I was hoping for a refund or replacement of the items given the large sum because they were never received, but was not given this option. Instead, I was asked why I hadn't reached out to them sooner, told I should call the police to file a report, and finally, after pushing was only offered to repurchase the items. Instead of replacing the items, they wanted me to spend more money to buy the items again when items were not delivered in the first place. This is poor business practice and shows a lack of accountability and service to their customers.

  Business Response

  Date: 08/28/2025

  Hi ******,
  
  Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.
  
  After careful review, we have confirmed that the package you contacted us about, which was delivered on August 8th, was indeed 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. 
    
  To prevent future delivery issues to this address, please feel free to take advantage of our in-store pickup option, or place orders to a convenient access point location, instead.
   
  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 departments investigation upon receiving an official request on department letterhead emailed to ************************************. 
  
  
  Lauren
  Customer Care
  ********************** & ********************

  Customer Answer

  Date: 08/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23802189
  
  I am rejecting this response because: the package was not delivered properly by the courier. In an apartment complex, how is delivery considered fulfilled when its not been properly delivered at the apartment door of the buyer or placed in the locker storage unit available and used by all couriers? I have had packages delivered to the wrong apartment complex before which luckily was recovered but not in this instance, so how can Abercrombie verify that it was indeed in the right complex? The fact that Abercrombies customer service have not attempted to provide a solution that is at no additional cost to the consumer is not a solution. 

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

• Initial Complaint

  Date:08/26/2025

  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 on 8/22/2025 totaling $268.46. This ordered shipped and was marked as delivered on 8/25/2025 with photo showing it on my front door around 3:30pm. Once I got home from my full time job the package was not there. I inquired my apartment management to which they could not locate the package. I went to chat with customer service for ********************** and ******************** to which they said nothing could be done and instead I could repurchase this order even thought I already spent over $200 on their merchandise. I am a long time consumer of Abercrombie and this response made me very disappointed and upset. I spent my hard earned money on their product to which it was taken off my property without my consent and no other option was given other than to spend more money. I have never had an item stolen from my front door and I feel helpless in this situation.

  Business Response

  Date: 08/27/2025

  Hi ****, 
  

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

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21210981872.   
  

  We confirmed that this decision was reversed, and the refund was approved on 8/27/25. A refund was processed in the amount of $268.46 back to your Klarna. Please allow up to ************************************ your account. 
  
  

  Jerrad 
  Customer Care 
  ********************** & ******************** 

• Initial Complaint

  Date:08/21/2025

  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 from this company online last week. The dress was delivered today, I called their customer service department and asked the customer service representative to honor the price and issue an adjustment I also advised that I would return the dress otherwise. I was put on hold while the representative checked on the adjustment. When she came back on the line, she indicated that I would receive an email with the details of my price adjustment. When I received the email, I did NOT get the adjustment as advised. I feel that I was lied to and misled. It is an extremely dishonest way to do business. I paid $111 for the dress. The sale price for the item ranges from $70 to $98 depending on the color. As the dress is out of stock, I am not certain of the exact price.

  Business Response

  Date: 08/26/2025

  Hi ******,

  Thank you for reaching out to Abercrombie & Fitch through the Better Business Bureau.

  We are sorry for the frustration you have experienced with the price adjustment. We are happy to waive your return fee for Order 21210367396. Please feel free to return this item by submitting a digital return on our website, or take it to a nearby store, if you prefer. 

   

  Lauren

  Customer Care

  ********************** & ********************

• Initial Complaint

  Date:08/20/2025

  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 received an e-receipt from the hollister store in ********* on 8/15/2025. I have never been to this store or purchased anything from this store physically. I have an online account with ********************** because years ago, I used to purchase from them. Hollister sent me an e-receipt with someone else's purchase. The e-receipt has this person's credit card info. This business has exposed someone's financial information with me. I do not want to be seeing other's people's credit card info and consider this a data breach. Furthermore, they have linked this purchase that I did not make, to my account meaning that they provided my account information to a random person who could have easily used a stolen credit card. This transaction is still linked to my account. ********************** offered to delete my account after.

  Business Response

  Date: 08/22/2025

  Hi Saiyka, 
  
  Thank you for taking the time to share your feedback with us and bring this issue to light. Here at Hollister Co., we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 

   

  Lauren

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

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

  Customer Answer

  Date: 08/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23771037
  
  I am rejecting this response because: instead of fixing any of their data breach issues such as deleting someone's else purchase the company linked to my account or even notifying the other person that Hollister exposed their credit card information to me, Hollister is offering to merge or delete my account. This ********************** exposed me to someone else's credit card information, allowed this person to link their purchase to my account even though I did not make this purchase, 
  

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

• Initial Complaint

  Date:08/19/2025

  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.

  This was the worst customer service experience Ive ever had with a company before, I reached out to the company because of tracking number for my package says delivered however I never received the package. I spoke with several representatives via live chat, who told me different things each and every time I spoke with someone different the last agent I spoke with Ishared with him that my coworker had a similar issue with their company and they were able to re-ship all of her items as a courtesy, he informed me that they would not be doing that for me unless I provided her order number with proof that I actually knew someone that that has happened to before. Which was a little strange to me, I felt like I was being discriminated against, I advised the company how crucial it was for me to receive these items because my son was starting school needed these items for school. They basically told mewe dont care either. Come to the store and buy more or place another order online.

  Business Response

  Date: 08/22/2025

  Hi ******,

  Thank you for reaching out to Hollister Co. via the Better Business Bureau.

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21210007348. 

  Although Hollister Co. is not responsible for the package once it leaves the ******************** we are happy to offer you a reshipment as a one-time courtesy. Going forward, we will unfortunately be unable to assist if any delivery issues arise. Please feel free to place orders to a nearby store, or a convenient access point location if you are worried about delivery. 

   

  Lauren

  Customer Care

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