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

  PO Box 182168 Columbus, OH 43218-2168

• 

  Abercrombie & Fitch

  5043 Tuttle Crossing Blvd Dublin, OH 43016-1511

• 

  Abercrombie & Fitch

  500 South Rd Farmington, CT 06032

• 

  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

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:04/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2024 my wife placed an order for maternity wear among other clothing items. The order total was for $417.50 after taxes. After 1pm on March 29, 2024 my wife and I received notification that the package had been delivered. We were out of town and returned the morning of March 31, 2024. Abercrombie engaged OnTrac to deliver the items. The delivery driver did not fulfill his duty on behalf of OnTrac to deliver the package to the full address. Instead, the package was left at the entrance of the building where we reside. On the evening of March 30, 2024, three guys walking down the block noticed the package by the door and grabbed it and went about their business with the package. Due to OnTrac's inability to fulfill their duty, our package was never delivered to us. Upon arriving home on March 31, 2024, my wife and I contacted Abercrombie to notify them that the package was never delivered. Abercrombie responded with a picture of the package by the door in the lobby of the building. I've contacted the business numerous times asking for a refund or for help with filing a claim with OnTrac. After all, if I file a claim with OnTrac, they would pay the business, not me. As such, I've asked Abercrombie numerous times to please contact OnTrac or at a minimum get us in touch with OnTrac and they have been unwilling to. We have been loyal customers of Abercrombie for decades and demand that Abercrombie do the right thing and either re-send us the package or refund us our money.

  Business Response

  Date: 04/26/2024

  Hello *******,

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

  We are truly sorry to hear that this package was not received due to being stolen from your property! You have taken all the correct steps in this matter by notifying the authorities and working to connect with Abercrombie & Fitch and the carrier. 

  We are so sorry to hear that you originally received a denial when a refund/reshipment was
  requested for the missing order! Our Research and Resolution team reviews all requests and has
  re-evaluated your recent request for order ***********. We were able to review our recent email communications with you and see that an email was sent on April 26th to confirm your preference of a reshipment or refund on this missing order. We would advise that you reply to that email for further assistance in resolving this matter. 

  ***

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought 2 pants, and one online, one in store at Hollister on March 22nd. These two pants are the same but different in color. The price of each pants is $59.95. The pants have strange stains after I washed them. The stains like puppy pee on the pants but the pants are dry. I washed the pants twice since I would like to try if the second time washing can help me to clear the stains but never change. Neither the pants in store nor the picture on the website have the same stains. Yesterday, firstly I went to the store and the people said they can't receive the refund after I washed the pants. I called the customer service phone number and I mailed the pants I bought online and they gave me the refund. But for the pants I brought in store they said they can't do something to against the people in store and tried to give me 20% off coupon. I can't accept that and I have not received any coupon till now. Can you help me to refund the pants I bought?

  Business Response

  Date: 04/22/2024

  Hi ********, 

  Thank you for contacting us via the Better Business Bureau regarding your store purchase! 

  We are sorry to hear of the condition your pants are in after just one wash! This is not the experience we want to hear any of our customers have gone through!

  We would like to connect with you via email in order to assist with this issue better. Please be on the look out for an email coming from one of our customer care agents! 

  ***

  Customer Sevice

  Hollister Co. 

  Customer Answer

  Date: 04/23/2024

  I have not received any email yet till now. Tell me your resolution at this platform and tell me when I can receive my refund.
  

  Customer Answer

  Date: 05/02/2024

  I am providing my email address.
  My email address: *****************

  or alternatively one: **********************

  
  

  Business Response

  Date: 05/03/2024

  Hi ******, 

  Thank you for providing us with another email to connect with you at! We have reached out via email to this other email address you have now provided us and look forward to gathering more information on your return so we can best assist you! 

  ***

  Customer Service

  Hollister Co.

• Initial Complaint

  Date:04/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 04/17/2024

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

• Initial Complaint

  Date:04/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:04/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:04/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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

  Date:04/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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.

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  Customer Service

  Abercrombie & Fitch

  Customer Answer

  Date: 04/04/2024

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