ComplaintsforAbercrombie & Fitch

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned nearly $300 worth of merchandise in the Abercrombie & Fitch store in the ***** ***** **** (kept only one out of the six items purchased) but the retailer never processed the return back to my credit card. I saw someone complain about Abercrombie & Fitch not actually processing refunds on social media and this seems to be standard practice across Abercrombie and Fitch stores as they do not expect the customer to check their credit card statements. When I went to check my own credit card transactions I realized this was true. Can’t believe such a large retail chain is getting away with this, they must be penalized for taking advantage of their consumers’ trust

  Business response

  06/28/2024

  Hello ******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing refunds from your store returns that have been made with Abercrombie & Fitch!

  We have taken the time to review your order history along with your store returns that were both made on September 14th, 2023. We are sorry to see these items did not work out for you! Through our payment processing system, we have been able to locate the ARN numbers for the 2 return transactions related to the returns you made on orders *********21& *********71. You can take these ARN numbers, which are the reference numbers for the processed refunds, and provide your bank/credit card company with them to locate each of our refunds.

  ARN stands for Acquirer Reference Number. An ARN is a specialized number that gets assigned to every credit card purchase and refund transaction. By providing you with these numbers your bank/credit company will be able to track the refund details from the 2 returns we have processed in the amounts of $132.28 and $159.28. 

  Order *********21 was returned in store for $132.28 and the refund processed to your Visa card ending in 6427 on September 15th. The ARN number for this refund is 741374*********57295365.

  Order *********71 was also returned and processed on the same day for a refund of 159.28. The ARN for this refund that was processed is 741374*********57295449.

   

  ***

  Customer Service

  Abercrombie & Fitch

  
  

  Customer response

  06/28/2024

  [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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I purchased $487 worth of clothes on May 27 - I contacted them as soon as I received my package. - I noticed I was missing an item on my package - they advised they would refund me the amount of the missing item - to this day i am fighting with them to get my refund, they have now withdrawn their original solution and told me to contact the courier company (the package was not damaged or missing) OR to contact my credit card company - they do not respond to my emails and i have tried contacting them several times.

  Business response

  06/28/2024

  Hi *********, 

  Thank you for contacting us via the Better Business Bureau regarding your missing item and refund request!

  After reviewing your previous contact history with our customer care agents, we see that our Research and Resolution team was not able to approve your recent request for a refund due to a missing item in the package. When we are notified that an item in missing from a package our customer care team either puts in a request for a reshipment or a refund for the missing merchandise. Then our Research and Resolution team reviews each of these requests. Our team 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 deliveries of orders associated with your contact information across both our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds on missing items that were not received in recent orders that are associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  06/28/2024

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

  I did two large orders, I have not really ordered from them before. Unsure why in both of my experiences I had items missing, perhaps because they were large orders? My second order was so tightly packed that I was shocked the packing didn’t rip. I will never be ordering from here again, but how can you provide such terrible service that you continue to make the same mistake?! 

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - order placed 6/7/24 - order arrived in 2 packages. The first package was received by me, the second was as not found in the apartment building or by neighbors. - there is photographic evidence of ********* delivery, but I believe only one package was photographed - I reached out to customer service and they said that because ********* shows delivery - they are unable to reprocess the delivery as a new shipment.

  Business response

  06/28/2024

  Hello *********, 

  Thank you for contacting us via the Better Business Bureau regarding part of your order *********28 not being received! 

  We have been able to review your order and the tracking details through OnTrac again. We are sorry to hear that this package may have been stolen form your property! Typically, in this situation we would advise you to file a police report for the theft of this merchandise. 

  After further review of your order & contact history with Abercrombie & Fitch, we had decided to overturn the initial decision and process a one time courtesy for a reshipment on your missing items. The reshipment has been requested on your behalf today, June 28th. You'll receive an email confirmation with tracking details once the new shipment has been processed and sent out. If any items become unavailable, a refund will be issued to your Apple Pay account for those items instead.

   

  *** 

  Customer Service

  Abercrombie & Fitch
  
  

  Customer response

  07/01/2024

  [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

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 13 items from Abercrombie. The first shipment contained 12 pieces of clothing, however, when I received the package, I could tell it had been tampered with and didn't feel like it was full of clothes. When I opened it, the only thing inside was some sort of outdoor mat, that didn't come from Abercrombie and that I didn't order. ***** opened the package, took my clothes and replaced them with a rug. Abercrombie did nothing to help. They were unsympathetic and not helpful. Originally customer service said they would replace the package but then they said they weren't going to. I opened a claim with ***** and needed Abercrombie to send me a letter stating they wouldn't file a claim on the same order. I talked to customer service multiple times and they assured me that I would receive the letter via email "within 2-3 business days". Finally I got an email saying they weren't going to give it to me. No explanation, no alternative. I spoke with customer service at ***** who told me I couldn't complete my claim without that letter and that I should have Abercrombie file the claim on my behalf. She said she sees claims from them all the time. I've been emailing and calling weekly for the past TWO MONTHS to have someone file a claim for me. Whenever I call, I get a reference number and am told the "2-3 day" line. Most recently I received an email saying they received my request for a refund and that I would be refunded when they received my items. I didn't request a refund. I NEED SOMEONE TO FILE A COMPLAINT WITH *****. My 60 day window is approaching and I'm afraid I won't get it done in time because their customer service is the absolute worst. The finale item I did receive was sent back for a refund and instead of it going back to my card like I was told, I was given an e-giftcard. I don't want a giftcard. I don't want to give them anymore of my money. However no one can find a resolution to that issue either. It shouldn't be this hard. Terrible experience!!!

  Business response

  06/28/2024

  Tell us why here...Hi ******, 

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

  We are sorry to hear of all the troubles you have gone through regarding your order *********08. We have been able to review all of your communications with our customer care agents. 
  First off, regarding the return made for the one item received in your order, we see this issue was resolved for you on June 27th when the e-gift card refund was cancelled and the refund was processed to your AMEX ending in 4000. Please allow 3-5 business days for the refund of $88.63 to reflect back to your card. 

  Regarding the claim being filed through ***** for the other missing items in your order, we see there has also been further communications regarding this situation via email as well. The Abercrombie & Fitch internal teams have assisted with this process and provided our teams with the proper protocols to assist you with this situation. We would advise that you follow the directive that has been communicated throughout these emails to assist you.

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  06/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21903631
  
  I am rejecting this response because: 
  

  I have communicated with Ambercrombie regarding filing a claim with ***** and they told me they are unable to file a claim due to the package being delivered. They said they are only able to file claims for packages that haven't been delivered. I called ***** and they said this is untrue and that they can file a claim for damage since the package I received was damaged. I'm waiting to hear back from the customer service representative. 

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I have made a couple of Abercrombie returns for two orders made in May and they never refunded me for the items. I would like my money back for the items that were returned. Attached is documentation showing the items that were purchased and returned. The total amount of money that I paid for all of the items is the same amount that left my account. The amount of money I am supposed to be refunded should be about $285. I only kept two items from the two orders which total about $75.

  Business response

  06/26/2024

  Hello ********,

  Thank you for contacting us via the Better Business Bureau regarding your recent store returns and refunds!

  We are sorry to hear that you are missing refunds from your two store returns that have been made! We have been able to review your orders & contact history and found orders *********57 & *********92 that you have recently reached out and inquired about. We have been able to dig deeper into your returns and refunds and confer with our payment processing system as well. We are happy to inform you that both refunds have been fully processed to your Discover card ending in ****.

  Order *********57 was returned and refunded in the amount of $201.88 on May 21st. The ARN number, which is the reference number you can provide your bank/card company with to locate your refund, is 9999999414*********8599. 

  Order *********92 was returned in store and the refund for $53.11 was processed for you on May 30th. The ARN (reference number) for this refund is 99999994152*********399. 

  Thank you for bringing this return and refund to our attention. If you have further questions, please do not hesitate to reach out to us at [email protected].

   

  ***

  Customer Service

  Abercrombie & Fitch

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought from Abercrombie’s online store and returned the item in store. I never received my refund and I have contacted them three times and they keep saying they are escalating it and to give it 2-3 days for someone to reach out and it never happens.

  Business response

  06/26/2024

  Hi ********,

  Thank you for contacting us via the Better Business Bureau regarding your missing refund from your store return!

  We have been able to review your recent contacts with our Customer Care agents and are happy to see that this issue has since been resolved! A refund in the amount of $84.32 was processed to your Apple Pay account on June 25th. Please allow 3-5 business days for this refund to reflect to your account. 

  We sincerely appreciate you bringing this issue to our attention! 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 response

  06/26/2024

  [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

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m reaching out to make you aware of an issue. I have not received refunds for numerous orders, dating back to 2023. The reason I was made aware of this issue was from a viral tik tok. So I’m clearly not the only one. I have reached out to Abercrombie’s customer service team to provide bank statements and the team is still not honoring the refund. I am a loyal customer to Abercrombie and have been for years. Their customer service team even confirmed for me that they see I’ve returned the merchandise on their end, but are not honoring the return. Is there anything you can do to help me receive my money back? I can provide order numbers if helpful.

  Business response

  06/28/2024

  Hello *********, 

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

  We see that you have been communicating via email with our leadership team at Abercrombie & Fitch to help resolve your missing refunds. We would advise that you continue working with them to get this issue resolved. They are happy to assist you with your questions and concerns!

   

  ***

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ?I got a 25% coupon for my birthday from Abercrombie & Fitch, so I decided to treat myself out for a large purchase from Abercrombie. My order number is ***********. The order was split into 2 shipments, but I only got one shipment. The shipment $506.49 was NEVER been delivered to me. The other shipment $220.22 which I did receive. The website stated $506.49 package was delivered on 6/19/24. However, it was nowhere to be found on my porch. This is my house so only my family lives here. I checked my front porch security camera and there was no package from Abercrombie delivered on that day. I also double checked with my neighbors if any of my neighbors got my package but none of them did. I contacted Abercrombie but my claim was denied. They refused to reship the items, also refused the refund. I was told in their email that Abercrombie is not responsible after package leaves warehouse, that I need to contact Ontrac myself or go to the local police department. I tried to contact Ontrac, filed a ticket with them but still no response. Local police department will not get involved since this is not a crime (not package thief). My hands are tied in this case. Out of desperation, I tried to contact Abercrombie again, still got the same answers. I was even advised in the future when to shop with Abercrombie, to have my items shipped to the physical store! I am a nightshift hospital worker, it is very difficult for me to go to the physical stores. Besides, I shopped online with Abercrombie since I trusted their online shopping quality and policy (until now). In the last email from Abercrombie, I was told if I could request the refund directly from my credit card company. This is the last thing I want to do , but I had to do it out of desperation. My birthday shopping fun has turned into a nightmare. Now I just hope I will be refunded for the package that never been delivered to me.

  Business response

  06/25/2024

  Hi *******,

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

  We are so sorry to hear there was an issue with receiving part of your order, and that you originally received a denial when you asked to have the missing items reshipped. Our Research and Resolution team reviews all forms of reshipment and refund requests. We have had them re-evaluate your missing package situation. 
  
  We can confirm that this decision has been reversed, and the reshipment was approved on June 25th for you. Once your new package ships, you'll receive an email confirmation with the tracking details. If any items become unavailable during this process, a refund will be issued to your Apple Pay account for those items instead.  

  We apologize for any inconveniences and confusion that this whole process may have cause you! 

   

  ***

  Customer Service

  Abercrombie & Fitch
  
  
  
  
  
  

  Customer response

  07/09/2024

  
  ******************* <*******************>
  Thu, Jul 4, 3:37 PM (5 days ago)
  to disputeresolution
  
  This is regarding Complaint ID ******** 
  
  Dear BBB representative, 
  
  I am writing in response to complaint ID number ********. I wanted to let you know that Abercrombie efficiently resolved the issue by promptly reshipping the requested items. I am grateful for the support provided by BBB.org and appreciate Abercrombie & Fitch's swift resolution of this matter. 
  
  Thank you,  
  
  Trenton
  
  [This message was written and sent from a mobile device.]

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased products from this company in March 2024 and made a return and never received my refund back to my credit card.

  Business response

  06/25/2024

  Hi *******,

  Thank you for contacting us via the Better Business Bureau regarding your missing refund from your store return! 

  We have been able to review your order *********80 along with the store return made on April 10th. We are sorry to hear you have not yet seen this refund reflected to your Visa ending in ****! 

  Upon further review through our payment processing system, we were able to locate the ARN number, which is the reference number of your refund transaction. You can provide you bank/card company with this reference number 741374*********95812952 and they should be able to assist you further with recovering your refund. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  06/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because I do not need to contact my bank/card company to process my refund from Abercrombie. Abercrombie should be processing my refund on their end through their payment system. My bank/card company does not have the jurisdiction to refund me via a reference number that is only internal to Abercrombie.

  I am asking for Abercrombie to process the refund on their end with the full amount back to my credit card.

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

  Business response

  06/26/2024

  Hello *******, 

  Thanks for reaching back out to us via the Better Business Bureau website regarding your refund!

  We are sorry if there was some confusion with providing you the ARN number for the refund that we processed from your return! ARN stands for Acquirer Reference Number. The refund has already been processed back to your bank/credit card company by Abercrombie & Fitch. An ARN is a specialized number that gets assigned to each and every credit card purchase and refund transaction. By providing you with this number in our previous response, your bank/credit company will be able to track the refund details since you are currently unable to locate the refund that we have processed on your behalf.

   

  ***

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  06/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: 21093891482 Order Date: June 8, 2024 Despite placing the order and being charged the full amount, I never received the parcel. Upon contacting Abercrombie & Fitch customer service, I was informed that my request for a reshipment or refund was denied following an internal review. On June 21, 2024, I received an email from the Research & Resolution team, represented by *****, stating that the denial decision was upheld without any explanation addressing my concerns. I was advised to open an investigation with the courier company and to seek reimbursement from my financial institution, which I find highly unsatisfactory and unprofessional (see attached email exchanges for reference). I have made multiple attempts to resolve this issue directly with Abercrombie & Fitch, including a follow-up email on June 23, 2024, seeking further clarification and expressing my willingness to provide evidence that the items were not received. Unfortunately, my concerns were dismissed, and no constructive resolution was offered (see attached email exchanges for reference). This situation has caused me significant inconvenience and financial loss. As a consumer, I believe I am entitled to receive either the goods I paid for or a full refund. The failure of Abercrombie & Fitch to resolve this issue internally is unacceptable and has left me with no option but to escalate the matter. I kindly request the BBB to intervene in this matter to facilitate a satisfactory resolution. Specifically, I am seeking: (1) A full refund of the amount charged or a redelivery of the undelivered items, and (2) A review of Abercrombie & Fitch's Research & Resolution practices to prevent such occurrences in the future. Please find attached copies of the relevant email correspondence for your reference. I appreciate your assistance in resolving this matter and look forward to a prompt and fair resolution. Thank you for your time and attention.

  Business response

  06/26/2024

  Hello ******, 

  Thank you for contacting us via the Better Business Bureau regarding your recent order that was not received! 

  We are sorry to hear that you did not receive order *********** and were initially denied a reshipment of this order as well. We have been able to review your order along with the delivery address and tracking information provided by the carrier for this order. our Research and Resolution team reviews each request made on an order when a reshipment or refund has been requested. 

  We are happy to inform you that the previous decision has been reversed and we are working on a reshipment of your order currently! Once your new package ships, you'll receive an email confirmation with tracking details that you can follow for the delivery. If any items become unavailable during this process, a refund will be issued to your ******** card ending in **** for those items instead. 

   

  ***

  Customer Service

  Abercrombie & Fitch
  
  

  Customer response

  06/28/2024

  Hello, thank you very much for helping me on this issue.

  Could you please kindly send the reshipment to the address below, rather than to the one of the original order (in ***** *****) or otherwise delay the shipment? I have just left my apartment for a  summer holiday and  do not want to miss the parcel or run into any further issues. I will be back in a few weeks if the address cannot be changed (we can say by August 1st to be safe), otherwise I can accept delivery to the following address at any time:

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

  In case any labels have been printed or parcels given to shipping companies already, I've pre-emptively placed a 30-day USPS mail hold on my apartment. If you are using a different courier, please let me know, as I may be able to do something similar with them.

  Business response

  07/01/2024

  Hi ******, 

  Thanks for reaching back out to us via the Better Business Bureau regarding your missing order! 

  We are only able to reship a package to the original shipping address listed on an order. The reshipment for order *********** has been processed and shipped within 3 packages for you to the address listed on your order. 

  One item in the order we were unable to reship, therefore, you have been refunded in the amount of $57.82 to your ******** card ending in **** for that item. The refund was processed on June 28th and typically takes 3-5 business days to reflect back to your card. 

  One reshipment package was shipped through UPS and shows that it was given to USPS to deliver to your address in *******. The delivery details show that the package was left on the front porch for you June 29th. The two other reshipment package appear to still be in transit: one with Ontrac with an expected delivery date of June 3rd and the other through DHL with estimated delivery being June 2nd. You should have received emails with each of the tracking details that you can follow through the carriers websites as well. 

   

  ***

  Customer Service

  Abercrombie & Fitch

*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. ↩