54 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Pierce B
1 star04/18/2024
It's really shameful how bad Abercrombie's Customer Service is. Online shoppers need to take their business elsewhere because there is zero accountability on Abercrombies end. I placed an order in Abercrombies app for two items on 3/31. Originally the order was scheduled to be delivered on 4/4 which came and went with the status frozen as "Preparing For Delivery". I'm the type to follow orders closely to make I receive the morning of 4/5 I began to wonder why there was was absolutely no movement on my order. I check the order status in the app on the night of 4/5 only to realize that my order had somehow been returned to a store sometime in the afternoon. I reached out to customer service who told me that the person who returned order to store received a merchandise credit which was then used to purchase children's clothes on 4/7. If you review my account you'll see I've never purchased any children's clothes from Abercrombie. I've tried explaining to CS that not only was the package was never delivered to me, it was never even listed as "Out For Delivery". Furthermore, a few days later the Order Status was updated as "Delivered" on 4/11 at 10:06 PM (???) which is very clearly AFTER the items were supposedly returned to store. Not only that, the location based delivery confirmation details list the delivery as taking place in Ridgewood, NY which isn't my neighborhood and has a completely different zip code. I even provided screenshots of the delivery confirmation calling out the inconsistencies to which they stopped responding. To think I made a replacement order for my items on 4/6 assuming that this would all be worked out and resolved by Customer Service only to be given the finger. It makes me sick that I've ever supported this company.Review from Yuni M
1 star04/02/2024
Horrible Customer Service. Bought a dress in store. I asked about the return policy, they told me returns are acceptable within 30 days and they will give you store credit if the 30 days has passed (if returns are within 60 days). When I went to return the dress (still before 30 days), they told me it is not acceptable if the tags are not attached. I had no idea regarding the policies about tags. When I asked for exception, the store associate told me to call their customer service number and they would accept it through mail. I call and they said in-store purchases has to be returned in-store and it is in store discretion whether to accept the return or not. The representative I spoke to was horrible as well and did not even try to help me in slightest. So, please buyers be beware. Very disappointed with their customer service.
Abercrombie & Fitch Response
04/11/2024
Hello Yunisha, Thank you for sharing your feedback with us and regarding your store purchase and attempted return. Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience when they shop with us. We would like the opportunity to review your return further with you. A member of our Customer Care team will be contacting you shortly via email. Please be on the lookout for that email so we can further assist you!Review from Fernanda S
1 star03/31/2024
Ordered jeans that did not fit. Sent them back the next day. Have been tracking them via FedEx, there's somehow a "Delay" in the delivery & it's not winter. I called FedEx they told me to call the company I called the company & they said to call FedEx. Bottom line no one knows what's going on bc this company is running a scam to keep people's money. I mean they already don't have any brick & morter locations bc the company can't afford them anymore/ there is not enough interest in they're shoty products so now they are resorting to taking people's money who order online. I'm out of $45 of my hard earned money bc of this scam company & will never touch it again with a ten foot pole.Abercrombie & Fitch Response
04/11/2024
Hi Fernanda, 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 return issue was resolved as of April 1 when a refund of $60.00 was processed for you, wonderful! We are sorry to hear that there was some confusion with the return tracking on your order! 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 assist you with anything else, please, do not hesitate to reach back out to us at [email protected]. We would be more than happy to help!Review from Jennifer C
1 star03/18/2024
Horrible company stealing money from every day regular people. I purchased a dress for my wedding from here, it never showed up yet it said delivered (I checked right away once I got the delivery notification) yet Abercrombie rejected my request for a refund/reship. I filed the complaint several times and "******" from research and resolution continued to reject my request essentially saying its not their responsibility. I paid for items, it never got to me and its my responsibility? Horrendous customer service and I plan to tell everyone I know to no longer shop at a place that puts customers last. I have a big following and will blast it everywhere I possibly can. Disgustingly horrible display of support and care for the people that keep you in business.*Abercrombie & Fitch Response
03/21/2024
Hi Jennifer,
Thank you for taking the time to reach out! We are so sorry your experience wasn't the best. We are thrilled to confirm that your order was approved for a replacement package and should be on it's way to you very soon! Our Customer Care Team sent an email to confirm that replacement to you on March 19, please keep an eye out for that! We sincerely appreciate your feedback and look forward to making your next experience that much better!Review from Ivette B
1 star03/03/2024
Scammers. I purchased an item online and exchanged in store. The item I exchanged for ended up being 15 percent cheaper the next day. When I contacted online support for a price adjustment, they declined.Abercrombie & Fitch Response
03/07/2024
Hi ******,
Thank you for taking the time to share your feedback with us and bring this issue to light. Here at A&F, 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 Customer Care team will be contacting you shortly via email.Review from Ali H
1 star02/20/2024
All online shoppers, DO NOT place an order with Abercrombie. The company is HORRIBLE and REFUSES to take responsibility. I ordered a several items online on 1/31/2024 order ending in 4332. It said delivered a day earlier than it was supposed to be delivered. I went to check and the package was gone missing. I called and chatted with the customer service reps and reported the issue. They basically leave it on the customer if your items get stolen or lost. I spoke to COUNTLESS reps in the specialized team and the answer i get was 'AFTER CAREFUL REVIEW, WE HAVE CONFIRMED THAT THE PACKAGE WAS DELIVERED. AS A RESULT, WE CANNOT MOVE FORWARD WITH YOUR REQUEST FOR A REPLACEMENT OR REFUND.' They didn’t offer me any way to resolve the issue and just STOLE the money leaving me empty handed. I even contacted the shipment company that told me that Abercrombie would be the ones to reach out to. THIS is RIDICULOUS!! It’s a horrible way to treat their loyal customers like me who spend money with their company for all these years in store. I will not be ordering anything from Abercrombie ever again.*Abercrombie & Fitch Response
02/26/2024
Hi ******, 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 21060364332. 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. 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, 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# *************Review from Ella T
1 star02/03/2024
Dear all online shoppers, please think twice before you place an order with Abercrombie. The company is HORRIBLE. I ordered a few items online on 1/13/2024 order ending in ****. It said delivered when it was supposed to be delivered. I went to check and the package was gone missing. I called the customer service and reported the issue. They basically leave it on the customer if your items get stolen or lost. I spoke to 2 reps in the specialized team and the answer i get was 'AFTER CAREFUL REVIEW, WE HAVE CONFIRMED THAT THE PACKAGE WAS DELIVERED. AS A RESULT, WE CANNOT MOVE FORWARD WITH YOUR REQUEST FOR A REPLACEMENT OR REFUND.' All I was offered was price match a new order with free shipping. That is RIDICULOUS!! It’s a horrible way to treat their loyal customers like me who spend money with their company for all these years. I will not be ordering anything from Abercrombie ever again.Abercrombie & Fitch Response
02/06/2024
Hello ****, Thank you for taking the time to reach out! We are sorry to hear that your shopping experience wasn't the best. We are thrilled to confirm that your order was approved for a refund on the 2 missing items in your order! A refund in the amount of $104.24 was issues on February 6th back to your Visa ending in ****. Please allow 3-5 business days for this refund to reflect back to your card. 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. We sincerely appreciate your feedback and look forward to making your next experience that much better!Review from Megan B
1 star01/27/2024
I have been a long time customer and gold star member of abercrombie; it is one of the only brands that fit me properly and holds up to their quality. With that being said, I am no longer allowed to shop there. In December, I shipped a shirt back to return it (as it did not fit) and I have no stores near me. After a couple weeks, I received an email that my return was cancelled and with confusion I reached out to customer service. After speaking with 4 different representatives over the course of weeks, they let me know that my package came empty and that I am banned from making purchases through them for return fraud. While I understand there are people that do these things, I am very hurt as I did in fact return the shirt - what happened from the time I brought it to the post office and it being received my Abercrombie I have no idea. Due to this, I am also unable to use any of the rewards I have received and customer representatives will not attempt to explain or amend the situation. It saddens me to be accused of something that didn’t happened and I feel as if they could have done their due diligence to keep the customers that they have. The lack of communication and accusations are ridiculous.Abercrombie & Fitch Response
01/31/2024
Hi Megan, 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 January 31st, wonderful! 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!Review from Bill B
1 star01/27/2024
They are a horrible company…I ordered a few items and it said delivered and I wasn’t home when it was supposed to be delivered and I never got my order and they basically leave it on the customer if your items get stolen or lost. It’s a horrible way to treat customers who spend money with their company and support their company. I will not be ordering from Abercrombie going forwardAbercrombie & Fitch Response
02/01/2024
Hi Bill, Thank you for taking the time to share your feedback with us and bring this issue to light. Here at A&F, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. 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 21059246368. We confirmed that this decision was reversed, and the refund was approved on February 1. A refund was processed in the amount of $61.00 back to your Mastercard ending in 6127. Please allow up to 3-5 business days for the refund to reflect in your account. Thanks for shopping with Abercrombie & Fitch!Review from Emani H
1 star01/26/2024
I placed an order on 12-4-2023 for some clothes for my son totaling 128.88. I wasn’t expecting the packing until 12-11-2023, the I received an email saying I would receive it 12-8-2023. I then received and email saying it was delivered on 12-7-2023. I went to check & there was no package. I contacted the company. I was told to reach back out after a certain timeframe had pass just in case the packed showed up. I did as told and the refused me a refund and refused to ship my items back out to me. All I was offered was free shipping. & was never even given a code for that. Simply ridiculous!Abercrombie & Fitch Response
02/01/2024
Hi Emani,
Thank you for taking the time to reach out! We are so sorry your experience wasn't the best. We are thrilled to confirm that your order was approved for a refund! Our Customer Care Team sent an email to confirm that refund to you on February 1, please keep an eye out for that! We sincerely appreciate your feedback and look forward to making your next experience that much better!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.