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

  1500 Polaris Pkwy Ste 2220 Columbus, OH 43240-2134

• 

  Abercrombie & Fitch

  1151 Martin Grove Rd Etobicoke, ON M9W 0C1

• 

  Abercrombie & Fitch

  194 Buckland Hills Dr Ste 1038 Manchester, CT 06042-8749

• 

  Abercrombie & Fitch

  500 South Rd Farmington, CT 06032

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:09/25/2022

  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.

  Order number ***********
  Abercrombie denied the request for my refund for an item i NEVER received. The refund was for $42.83 for the pair of shorts that was NOT in the package.
  I opened the package when it got delive*** to me to find only ONE item when there was suppose to be 2.
  i contacted them and asked for a refund for the MISSING item, and they emailed me basically saying they didn’t care and they didn’t give me my money back.
  It’s like taking money from my bank account without my permission, i just want my money back for the item i never got. That’s all

  Business Response

  Date: 09/27/2022

  Hi ***,
  
  Thank you for contacting us via the Better Business Bureau
  regarding your missing item!
  
  After reviewing your previous contact history, I see that
  our Research and Resolution team was unable to approve your last request for a
  reshipment or refund due to a missing item. 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 a similar
  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#
  614.283.8424.
  
  And please let us know if there is anything else we may be
  able to help you with.  Thank you for
  shopping with Abercrombie & Fitch.
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch

  Customer Answer

  Date: 09/27/2022

  I am rejecting this response because: My package was NOT stolen and it was NOT due to a “delivery issue” the package was delivered to me in perfect condition and unopened. It isn’t my fault if their workers couldn’t fulfill/pack all of my orders in the packaging.. i received ONE item in the package, there’s suppose to be TWO, but i only got ONE. I’m asking for a refund for the item that wasn’t shipped to me. That’s MY money and i want it back please. thanks
  

• Initial Complaint

  Date:09/25/2022

  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.

  Order #***********
  
  I'm filing a complaint over A&F's 30-day refund policy. I placed an order on August 15 using my credit card for a handful of dresses to use for my maternity photo shoot. On August 16 the order shipped, and on August 18 it was delivered. Since I have an ever changing baby bump, I held onto the dresses for a few days to ensure if I were to use one, it would fit.
  
  Per the A&F policy - which states "Return using our online returns and exchanges process: return must be initiated within 30 days of the ship date." - I had to INITIATE the return within 30 days of August 18.
  
  I have proof from Abercrombie that my return was "on its way back to A&F" on Sept 8, meaning I initiated the return on Sept 8.
  
  Fast forward to Sept 23 and I get an email from Abercrombie that my refund was returned via Store Credit!! Much to my surprise, I'm somehow outside of the 30 day window and I spent over an hour talking with Customer Service over the refund policy that I STILL CANNOT UNDERSTAND!!
  
  Apparently the package needed to be processed back by September 15 at their facility to make it within the 30 day window, but that means the box I sent on Sept 8 took 15 DAYS FROM RETURN SHIPMENT TO BE PROCESSED, a timeline that no doubt varies based on some A&F Warehouse Employees work ethic, not ME AS A CUSTOMER, AND I'M SOMEHOW SUPPOSED TO KNOW THAT I NEED TO GIVE A&F TWO WEEKS OUT OF MY 30 DAYS?!??!
  
  This policy is SHADY at best and not consistent across your policies!
  
  If you break it down, your 30 day window is actually LESS THAN 2 weeks because apparently your facility NEEDS TWO WEEKS to process it so I CAN GET A REFUND!
  
  The Customer Care person couldn't clearly explain the reasoning, and I know it's because it doesn't make sense. The math just isn't adding up and I'm caught in the middle.
  
  Absolutely poor customer Experience and I'd like my FULL refund back to my credit card as you have done with other customers who have been caught in your greedy corporate policy.

  Business Response

  Date: 09/27/2022

  Hi ********,
  
  Thank you for contacting us via the Better Business Bureau regarding your refund!
  
  We are truly sorry to hear of the frustration and confusion surrounding our return policy that resulted in your receiving an e-gift card as a refund!  To help clarify, “initiating” the online return is in reference to using our online return tool to submit the return online, allowing us further visibility into tracking.  You can also send your items back simply using the return label provided in your package, but that does not allow for as much visibility and wiggle room when it comes to issuing your refund.  We sincerely apologize for any confusion!
  
  For any future returns you may have, we strongly recommend using our online return tool to begin your return before mailing your items back!  This allows us to assist in tracking, can help to issue your refund quicker, and can help to ensure your refund is processed to your original from of payment if desired!  You can find this tool by scrolling to the bottom of our website and clicking the link titled “Online Returns.”
  
  As a courtesy for your first time experiencing this, we have cancelled the e-gift card you received and issued the funds back to your original payment.  A full refund of $1,154.00 has been issued to your AMEX card ending in **** as of today, September 27th.  Please allow 3-5 business days for the funds to complete processing back to your account.
  
  And please let us know if there is anything else we may be able to help you with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  Kate
  Customer Service
  Abercrombie & Fitch
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  Hi, Abercrombie is a company that I have never had an issue previously. I love the stores, the locations, the smell, the clothes. Because of COVID I started ordering online, however, it has been the most awful experience I have ever had. I ordered multiple items in sizes that I have previously worn and NOTHING fit. I don't blame the company, sometimes things are different sizes, however, I have an issue when I do not receive the refund for the items I returned. My order Order ************ sent as two different orders. I received both, however, not one item fit so I returned everything. I returned the original back, the little plastic bags around the clothing and everything had the labels. It was busy when I returned it. I explained that it was everything I ordered but it came separately but she informed me it didn't matter. Weeks later I received a partial refund. I called and ask for the full refund and was told to go in store because they couldn't pull up the return. I went in store, it wasn't the same lady and asked what the problem was and they told me to call corporate so I called again and they escalated it and then just stopped answering. I also tried the chat and they said they were unable to issue refunds. What is going on with this company. Abercrombie used to be incredible customer service, however, now they are not even giving me the refund I am owed. I have learned how this company operates and will not be shopping here again. So, I hope they are happy that they have lost a loyal customer!

  Business Response

  Date: 09/20/2022

  H* *****,
  
  Thank you for contacting us via the Better Business Bureau regarding your return made in our store!
  
  We are so sorry to hear there is some confusion about the refund that was issued to you after completing a return in one of our stores!  We have completed an internal investigation and were able to determine that only 4 items were returned on July 23, 2022.  Since we have confirmed that the number of items refunded is correct in our system, the refund of $136.01 sent to your VISA card ending in **** is accurate.
  
  We appreciate you allowing us the opportunity to investigate this further.  Please let us know if there is anything further we can assist you with.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch
  
  

  Customer Answer

  Date: 09/21/2022

  
  I am rejecting this response because: Check your footage, that is incorrect. If you want you can provide me with the footage and I can show you. I will be leaving a review online and I will make sure no one I know ever shops at your stores. I will never step foot or spend a red cent at your location again! 

  One bad experience to ruin years of loyalty.

  
  

  Business Response

  Date: 04/19/2023

  Per business, they have video footage of the return, proving only 4 items returned.  BBB has received the information.

• Initial Complaint

  Date:09/18/2022

  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 shipped 2 separate return orders to Abercrombie at the same time. They both arrived at the distribution center on 9/1/2022. However they failed to scan both in when received and only scanned in one. I was refunded for that to my original
  Payment method as requested. However I was persistent about the other order and finally a rep told me that they did find it and it just wasn’t scanned in. I was relieved by this initially. However the representative failed to refund my original payment method and proceeded to explain something that made no sense (I will attach a screenshot of the email.) I was sent an “e-gift card” which I did not want, I wanted Abercrombie to refund Klarna. I was told billing would email me 2 weeks ago. They have yet to do so. I have called and spoke to numerous representatives over the last several weeks and have been told each time that the previous person didn’t do something correctly and I was never put in to “Que” to be reached by billing. I’ve spent countless hours of my time trying to resolve a problem that I did not cause! I am not being charged by Klarna because Abercrombie has not confirmed with Klarna that they received the jeans. This is unprofessional and I want my refund issued to my original payment method.

  Business Response

  Date: 09/19/2022

  Hi **********,
  
  Thank you for contacting us via the Better Business Bureau regarding your missing refund!
  
  We are so sorry to hear there was an issue in receiving your correct refund amount!  We absolutely understand your frustration in the delay and are sincerely sorry for this experience.  We have reviewed your contact history to determine where the issue occurred in sending your information along for a refund and will be sure to implement any corrective action that may be necessary.
  
  We are thrilled to confirm that our Klarna specialist was able to issue a full refund of $67.53 to Klarna as of today, September 19th!  While we send that information along to Klarna right away, it can take them up to 14 days to make any necessary adjustments to your account.  We recommend contacting them at your earliest convenience to help confirm that the refund was processed on their end.
  
  And please don’t hesitate to reach back out if we can assist with anything else.  Thank you for shopping with Abercrombie & Fitch!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch