Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

707 total complaints in the last 3 years.
342 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/25/2024 I placed my order with Abercrombie & Fitch, received it pretty quickly. Among other things there was a light ***** coat size small SKU#*********. It did not fit well for my son, so I decided to return it. On 12/29/2024 I started the online return and followed the instructions to print out the shipping label. I dropped the coat in original packaging with ***** the next day 12/30/2024 and waited for the refund. I checked my credit card after 3 weeks I never received the refund. So I called them and they confirmed that they received the coat and that refund should show up in 3-5 business days in my account. However, after another week I did not receive my refund. So I filed a dispute with my credit card, they said they would resolve it and temporarily credited my account. On 03/06/2025 my credit card reversed the disputed amount and said that their investigation showed that I authorized this purchase. Unfortunately, I did not see this message until today and was unaware of the events. I called Abercrombies customer service today 7/26/25 to try to get my refund for the coat I returned more than 6 months ago, the customer service representative said she will issue the refund since they received the item. Later I got an email with info that they cant approve my refund. Im out of $116.83 and dont have the coat. I was scammed out of my money by this fraudulent company that doesnt honor their own return policies! And drags the return process so long that you lose hope in ever getting your money back!
Customer Answer
Date: 07/29/2025
Hello!
thank you for responding to my complaint. Here is my full name: ***** ********** .
please let me know if there is anything else you need.
Thank you.
Business Response
Date: 07/29/2025
Hi Aygul,
Thank you for contacting us via the Better Business Bureau regarding your missing refund!
At Abercrombie & Fitch, were always striving to improve and ensure every customer has a positive experience. We appreciate you bringing this to our attention and would like the opportunity to review your concerns further.
A member of our ************* team will be reaching out to you shortly via email to discuss this matter in more detail.
Thank you again for your patience.

Jerrad
*************
Abercrombie & Fitch
Customer Answer
Date: 07/29/2025
[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:07/17/2025
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 would like to talk about order #***********. In the delivery picture, the order was clearly delivered to the wrong house. My address is *********************************************. This means that my house is in the back (the rear). In the delivery picture, you can clearly see how it was not delivered to the rear and was instead delivered to one of the front houses. I have already contacted Hollister and their representatives have agreed with me that it's not the correct house. However, the specialized teams always deny any refunds for me. I am extremely disappointed because I even gave delivery instructions to make sure it was given to the rear house.
Business Response
Date: 07/21/2025
Hi Fahim,

Thank you for contacting Hollister Co. through the Better Business Bureau.

After reviewing your previous contact history, we see that our Research and Resolution team was unable to approve your 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. 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 departments investigation upon receiving an official request on department letterhead emailed to ************************************.

Going forward, we would recommend placing orders to a nearby store for pickup, or a convenient access point if delivery issues remain.

Lauren
Customer Care
**********************
Customer Answer
Date: 07/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23616216

I am rejecting this response because: you can clearly see in the delivery picture that it was delivered to the wrong house. I can provide proof of what my door looks like because next to it, it says, *********************************************. The delivery picture shows the house in the front; not the rear. It is not my fault that my order was delivered to the wrong house when I put in the correct shipping address.

Regards,

***** *****
Customer Answer
Date: 07/23/2025
After a lot of arguing, I got my package back from my neighbors. They were saying they didnt receive the package but were lying. But I finally got my package back.
Initial Complaint
Date:07/16/2025
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 ordered clothing from Abercrombie on July 9th. The package was marked as delivered, but there was no sign of it. I waited a little longer, hoping it would show up, but it never did. I contacted customer service and explained the issue. Their response was to contact local authorities and my carrier, and to call back after I had exhausted all the options they listed. Neither of those steps helped and my carrier told me to reach out to the seller, and local authorities said they couldnt assist without evidence. I called back and was transferred to a higher-level representative, who told me to repurchase everything. At this point, Ive done everything I can, and Im incredibly frustrated by how much time, effort, and money Ive spent. Ive shopped at Abercrombie for a while now and its disappointing to be told theres nothing they can do to help.
Business Response
Date: 07/18/2025
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 July 12th, 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.

We would be happy to price match a new order with free standard shipping! For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing ************************************************** 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 departments investigation upon receiving an official request on department letterhead emailed to ************************************.

Lauren
Customer Care
********************** & ********************
Initial Complaint
Date:07/14/2025
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.
My package was stolen and Abercrombie will not refund, replace, or file a claim with the shipping company. They offered no recourse but to have me pay again for the same package to be shipped.
Business Response
Date: 07/16/2025
Hi *****,

Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.

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. 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 departments investigation upon receiving an official request on department letterhead emailed to ************************************.

Lauren
Customer Care
********************** & ********************

Customer Answer
Date: 07/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23598861

I am rejecting this response because:
the business claims that they rejected my request for a refund or replacement because I recently requested a replacement from them for a different missing order. This is not true. They did not attach any proof to support this claim either.

Regards,

***** ********
Initial Complaint
Date:07/12/2025
Type:Service or Repair 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 purchased this order but was missing multiple items. I have contacted Hollister multiple times and each time they say theyll give me a refund but I end up getting an email telling me they cant give me anything. Im so frustrated because the associates are telling me one thing but Im not getting my money back.
Business Response
Date: 07/15/2025
Hi Nusrat,

Thank you for contacting Hollister Co. through the Better Business Bureau.

We would like to inform you that a refund of $48.93 was initiated today, July 15th, for the Soft Stretch Seamless Fabric Scoop Top MULBERRY S LONG(659469317) and the Oversized Hoodie charcoal grey S(660907564). Please allow 3-5 business days to see this amount reflected back to your original payment method.

Please let us know if we can assist you further.

Lauren
Customer Care
**********************
Customer Answer
Date: 07/15/2025
[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:07/08/2025
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 filing this complaint regarding Abercrombie & Fitchs failure to issue a full refund for my returned order. I returned all items from Order #*********** because they arrived late. The total order was $172.92, but I only received a partial refund of $49.23. I contacted Abercrombie customer service and was assured in writing (I have screenshots) that the remaining balance would be refunded within 35 business days.Despite this written promise from a customer service representative, ********************** has since denied my refund, stating that two items were not received in the return package. This is incorrect all items were returned together in one shipment, and I have clearly communicated this multiple times. I have also attached proof of the refund assurance from the original representative and have requested escalation multiple times.After weeks of communication, the company has now claimed that their decision to deny the refund is final despite previously acknowledging the issue and committing to a resolution. This is misleading, unprofessional, and unacceptable for a brand of Abercrombies stature.Resolution Requested:I am requesting Abercrombie & Fitch honor the refund that was promised by their customer service representative and issue the remaining $123.69 to complete the full $172.92 refund. I also request a refund of the $7 return shipping fee, which I was told would be waived due to the late arrival of the order.If this issue is not resolved, I will consider pursuing further actions through other consumer protection channels and social media platforms.
Business Response
Date: 07/10/2025
Hi Kat,
Thank you for contacting us via the Better Business Bureau regarding your refund!

After reviewing your previous contact history, we found that our Research and Resolution team was unable to approve your most recent refund request due to missing items in the return. When items are reported as not received, each request is carefully reviewed. However, we may be unable to approve a refund when there have been similar requests associated with the same contact information.

This decision is based on our historical records, which reflect successful returns for previous orders linked to your contact details across both our Abercrombie & Fitch and Hollister Co. brands. Given the number of prior refund requests for undelivered or missing items associated with your account, we are unfortunately unable to approve an additional refund for this order at this time.

******
Customer Care

********************** & ********************
Customer Answer
Date: 07/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23571170

I am rejecting this response because: I have provided a screenshot stating my whole order would be refunded.

Regards,

*** ****
Business Response
Date: 07/15/2025
Hi Team,

Im reaching out regarding BBB complaint #******** submitted by *** ****, concerning a partial refund for return order *********** (original order ***********). The customer submitted a return for all three items but was only refunded $49.23 on 6/24/25, as two items were marked as missing on 6/23/25.

*** initially requested a refund for the two missing items on 4/15/25, claiming they were not received. After internal teams denied the request, a return was initiated on 5/18/25 (see Attachment #1 for this conversation). Following the partial refund, *** responded on 6/24/25 asserting that all three items had been returned (Attachment #2).

During our internal teams second review, we found that another order, ***********, was also only partially refunded due to missing items. This order had also been previously flagged for a refund request due to the package not being received (attachment #3). Additionally, the customer had order *********** refunded in the past after the carrier lost it in transit (attachment #4). Due to this array of evidence, our team chose to uphold the denial for a full refund on this return. The customer was made aware of this decision several times between 6/23/25 and 7/8/25.

On 7/10/25, *** rejected our BBB response, stating: I am rejecting this response because: I have provided a screenshot stating my whole order would be refunded. While its true that agent Esiquill acknowledged a refund would be issued following a review by our Payments team, no specific amount or full refund was ever promised. The customers screenshot (Attachment #5) and our internal system record (Attachment #6) confirm this.

Given the thorough communication and the valid reasoning behind the denial, we kindly request that this BBB rejection be removed.

My Best,

****** *****
Customer Answer
Date: 07/15/2025
The screenshot attached prior stated to not worry and that I will receive the refund. This refund was promised from Abercrombie & Fitch.
Initial Complaint
Date:07/07/2025
Type:Sales and Advertising 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 took my daughter to purchase some pants on Tuesday evening. She specifically picked out a pair of pants that had signage that they were $39.95. She did this because she had a $40 gift card. When she went to pay, they were charging her $49.95 and said that those pants were not the pants that were $39.95, that they were a different color. There is no way anyone shopping would have known that. The sign said $39.95. They should honor the sign they have put or put up more specific details so that people know, and don't waste their time shopping for something.
Business Response
Date: 07/08/2025
Hi ******,
Thank you for contacting us via the Better Business Bureau regarding your experience in store!
Here at Abercrombie & Fitch, 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.

******
*************
********************** & ********************
Initial Complaint
Date:07/07/2025
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 was unable to use my reward at Hollisterco website which is owned by Abercrombie and Fitch. Ive been a loyal member of there reward program, and I have $5 reward in my account which was advertised to me for being a member. Ive tried applying it for over an hour, but it doesnt apply. As I write this its still within the applicable promotional period but doesnt apply to my order. There support agent said they were not able to provide me anything to suffice, and also refused to explain why I couldnt apply my promotion even though it should still be active. I want a replacement reward or credit provided.
Business Response
Date: 07/08/2025
Hi *****,

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
*************
**********************
Initial Complaint
Date:07/06/2025
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.
My package was stolen and ****************************** will not refund, replace, or file a claim with the shipping company. They offered no recourse but to have me pay again for the same package to be shipped.
Business Response
Date: 07/08/2025
Hi ******,
Thank you for contacting Abercrombie & Fitch through the Better Business Bureau.
Weve reviewed your concern regarding Order #***********, which was marked as delivered on Thursday, July 3rd. We understand how frustrating it can be when a package is marked as delivered but not received.
As a one-time courtesy, weve processed a reshipment of your order. Youll receive a Shipping Confirmation email shortly, which will include tracking information so you can monitor the delivery.
Please note that we are unfortunately unable to offer additional replacements for future delivery issues. To help ensure successful delivery going forward, we recommend using our Store Pickup or Pickup Point options at checkout.
If there is anything else we can assist you with, please dont hesitate to reach out to us at ***************************************************************************.

Lauren
Customer Care
********************** & ********************
Customer Answer
Date: 07/08/2025
[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:07/05/2025
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 placed an order with Abercrombie on 6/29/25. My total order was $228, but it was shipped in 2 separate packages. The first package was $160 and was marked as delivered on 7/3, but I never received the package. (My second package was delivered on 7/5 and I received it) I contacted Abercrombie and was told I can repurchase my items and have them delivered to a different address. I spoke with multiple people that were all very dismissive. I shop there frequently and have never had to dispute an order in this way.
Business Response
Date: 07/08/2025
Hi ********,
Thank you for contacting us via the Better Business Bureau regarding your missing items!
Were very sorry to hear there was an issue with receiving your order and that your initial refund request was denied. Our Research and Resolution team has carefully re-evaluated your case for order ***********, and were pleased to confirm that the decision has been reversed.
A refund in the amount of $161.50 was approved on July 8, 2025, and has been processed back to your Apple Pay. Please allow 35 business days for the refund to appear in your account.

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

Customer Answer
Date: 07/11/2025
[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. Please review your policy for customer protection for stolen packages to better serve your customers, or reevaluate your relationship with LaserShip.

Regards,

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

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Abercrombie & Fitch is NOT a BBB Accredited Business.