ComplaintsforAbercrombie & Fitch

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased items from the Abercrombie and Fitch store in ****************** in *******, ** on August 9, 2024. They had a 15% off almost everything in the store. I failed to check over my receipt as it was emailed to me, not printed. That night I noted the missing 15% off discount. I reached out to customer service via email to get this remedied. Their response was that the items purchased are not currently on sale or at a reduced price that day they checked (August 13, 2024), therefore they couldnt do a price adjustment, even though I provided the 15% off advertisement I received to them.

  Business response

  08/15/2024

  Hi ****, 

  Thank you for contacting us via the Better Business Bureau regarding your store purchase and the 15% discount! 

  We have been able to review your communications with our customer care team along with our Payment team regarding this discount request. We are sorry for the confusion this has all caused! 

  A discount in the amount of $80.85 has been applied to your purchase made at our ************* Abercrombie & Fitch location in ***** today, August 15th. Please allow 3-5 business days for this refund to reflect to your card ending in 3643. This discount covers the 15% discount on your store purchase, no including the tax that was charged on the outwear. The only item we were unable to apply this discount to was the Houston Texans Vintage-Inspired Graphic Tee since the promotion of 15% off stated that *** merchandise was not eligible for this discount. 

  If we can help with anything else, please, do not hesitate to reach back out to us at ************************************************* with any other questions or concerns you may have; wed be happy to help!

   

  ***

  Customer Service

  ********************** & ********************

  Customer response

  08/16/2024

  [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

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  order: *********** My order was supposed to arrive in one day as i paid for one day shipping but never came. They split it into 2 deliveries and both shows delivered but i never received it. I contacted customer services which have been of no help,This is truly frustrating for a customer and i demand immediate refund

  Business response

  08/14/2024

  Hello *******, 

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

  We have been able to review the photo you provided us with along with your order and previous customer history. When a package is reported as having not been received, our Research and Resolution team reviews these requests and when previous requests of the same nature have been made in the past, they are not always able to honor following requests. Upon our review, we realized we have received previous requests for refunds on orders that were not received that are also associated with your purchase and contact information. This review is done across both of our brands, Abercrombie & Fitch and Hollister Co.. Due to our findings of previous orders in your customer history, we are unable to approve any additional refunds for issues with delivery. 

  We would advise placing and future orders to an alternate address, such as a Pickup in Store order, or to one of our convenient Pickup Point locations.

   

  ***

  Customer Service

  Hollister Co.

  Business response

  08/14/2024

  Hello *****, 

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

  We have been able to review your order *********** in detail and see that it was shipped in 2 packages. Both packages have been shipped with our carrier *****. One package with tracking ************ was marked as received on August 10 and the other package has been marked received on August 12th with tracking ************.  We are sorry to hear that you are missing this order and truly understand the frustrations over this as well! We see that a refund in the amount of $78.03 was issued to you via e-gift card on August 13th for the part of your missing order. This e-gift card will be sent directly to your email listed on the order. 

  We understand that this order also was shipped to you with Saturday delivery, however, part of the order was not delivered at this time. We apologize for that delivery delay and have gone ahead and refunded you for the shipping costs on your order today, August 14th. Please allow up to 72 hours for the refund of $25.00 to be sent via email on another e-gift card to you. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  08/14/2024

  I did not receive anything. i only got 78$ refund instead of 457$.   Please fix this incorrect refund

  Customer response

  08/14/2024

  [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 only got 78$ refund instead of $457 because i did not receive anything. Please fix this incorrect refund. From the starting i have mentioned that i never received anything
  
  Regards,
  
  ***** *****

  Customer response

  08/14/2024

  received full refund. please close this

  Business response

  08/14/2024

  Hi *****, 

  Thanks for reaching back out regarding your order ***********!

  Upon further review, it does appear as though this issue was resolved as of August 14th, wonderful!  An Additional refund of $352.80 has been issued for your missing order. Please allow up to 72 hours for the e-gift card to arrive within your email inbox. 

  Here at Abercrombie & Fitch, we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. If we can help with anything else, please, do not hesitate to reach back out to us at *************************** with any other questions or concerns you may have; we’d be happy to help!

   

  ***

  Customer Service

  Abercrombie & Fitch 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I would like to file a complaint against Abercrombie & Fitch I placed an order on August 2,2024 delivery date was supposed to be on August 7,2024 and the package was supposed to be placed in my security deposit box. My package was delivered a day early and was not placed in my safety deposit box as instructed my package was left on my front steps in which a porch pirate stole my package (I have footage on my ring camera). I called Abercrombie and told them that my package was stolen they told me that the only thing they could do was to price match the items if I wanted to place a new order; they would not replace the stolen items or issue a refund even though lasership did not follow the delivery instructions. I was told to file a police report (in which I did) when I called them back telling them I had filed the police report like they indicated I was told still they could not do anything for me and the police report was more for my record (confused) I spoke to over 5 people in the last 3 days and nothing. I don’t know how this is proper customer service Ive been a loyal client for over 4 years and never experienced something like this. I told them I could provide them with the footage of the theft but they could care less. I have emails from them and screenshots from our virtual chats as well.

  Business response

  08/09/2024

  Hi *********,

  Thank you for taking the time to share your feedback with us. We are so sorry to hear there was an issue with receiving your order ***********! 

  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 Customer Care team has reached out to you via email regarding this matter. 

  We are looking forward to connecting with you soon! 
  
  ***** 
  Customer Service
  Abercrombie & Fitch 
  

  
  

  Customer response

  08/14/2024

  [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 have specific instructions for my package to be delivered to my security delivery box on the side of my house instructions were not followed and package was thrown on my front steps which lead to my package to be sent when I spoke to the representative I was told to file a police report so they could move forward with my case and I was going to receive a call the next day two days later I received an email stating that they will not do anything (NO REPLACEMENT OR REFUND) I called in spoke to a supervisor I was told I was going to get a replacement with next day shipping with an email no replacement was sent or a follow up email. I called back to follow up again I was told that I can reorder but will have to pay for the items and take the loss. I have been a loyal client of A&F kids since the pandemic and never have received such horrific customer service until now. This is UNACCEPTABLE! They used laser ship as a delivery service and laser ship did not follow instructions so they are at fault! Please see attached documentation for the police report and the emails I was sent. The police department has footage on the theft.
  
  Regards,
  
  ********* ***

  Business response

  08/20/2024

  Hi *********, 

  Thanks for reaching back out to Abercrombie & Fitch via the Better Business Bureau. 

  We are happy that we have been able to connect via email to get this issue resolved for you! We appreciate you sharing the police report after your order *********** was stolen from your property! 

  A refund in the amount of $154.77 has been issued to your ***** *** account on August 20th. Please allow 3-5 business days for this refund to reflect to your account for you. 

   

  ***

  Customer Service

   Abercrombie & Fitch

   

  Customer response

  08/28/2024

  [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:
  
  A&F after 3 weeks of going back and forth with has finally decided to give me a refund for the stolen package. A&F customer service has gone down a lot.
  
  Regards,
  
  ********* ***

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently made a purchase through Hollister.com. Two of the items I received were the wrong size so I sent them back and requested a refund. Per their policy if I returned my items within 30 days of the purchase, I would receive a full refund back to my original form of payment. My return was made in a timely manner and I received an email saying that my refund was being processed. However, within a couple of hours I received a second email that said they had sent me an E gift card instead and they were apparently withholding my refund. Since I acted within their policy I called hollister.com immediately. What I found was that there are no supervisors on staff and that they claimed to refer me to a specialist team however, no one is available to actually speak to customers and they let me know that any communication would be sent via email over the course of the next three days. I feel like this is a very calculated move , in which they try to withhold the funds from customers who return items rather than following company policy hoping that the customer will not bother to hold them to their own company policy. I believe this needs follow up and investigating into their business practices.

  Business response

  08/07/2024

  Hello *****, 

  Thank you for contacting us via the Better Business Bureau regarding your return and the e-gift card refund that has been received! 

  We are so sorry for the confusion and frustrations that this refund has caused you! We have reviewed your communications with our customer care team and are happy to confirm that the e-gift card has been cancelled and the funds were removed today, August 7th. Please allow 3-5 business days for the refund of $69.52 to process to your Apple Pay account. 

  We have 2 refund methods; back to your original payment method or processed to an e-gift card. There is the option to select either of these options when creating your return online. After 30 days from the shipment date of your order, the refund will be initiated in the form of an e-gift card. This refund appears to have been processed by mistake to an e-gift card for you. We apologize for this situation! 

   

  ***

  Customer Service

  ********************** 

  Customer response

  08/11/2024

  Hello,

  Ive now received 2 separate emails stating a refund in process to a **** card that does not belong to me! This purchase was made through Apple Pay on a Discover card. This is beyond ridiculous! Please provide screen shots of actual proof that my refund is being sent to the original form of payment. Thank you.

  Customer response

  08/11/2024

  [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.

  (It should be noted that refund showed up but was .20 short. )Whatever,
  
  Regards,
  
  ***********************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online order at Abercrombie and Fitch, some of the items in the order didnt work out so I took them to a store to return. The return was made on July 20th, and I returned two items costing $117.60. The money has still not been refunded to my account. I was only made aware of this after seeing ANOTHER girl online sharing that Abercrombie never gave her money back after her return. I think this may be an ongoing issue that should be looked into, I'm sure there are others who have not had their return processed.

  Business response

  07/31/2024

  Hello *******, 

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

  We are sorry to hear you have not yet received the refund from order *********** and you store return made on July 20th. When a refund is processed it typically takes 3-5 business days to reflect back to your card. We have been able to review your return and refund through our payment processing system and can confirm that a refund in the amount of $117.60 was processed to your **** ending in **** on July 21st. You can provide your bank/credit card company with with ARN number *********************** to help you locate this refund we have processed on your behalf. ARN stands for Acquirer Reference Number and is a specialized number that gets assigned to every credit card purchase and refund transaction. So sorry for any confusion and frustration this has caused you while trying to locate your refund! 

   

  *** 

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased items from Hollister April 10th. I tried to return it in May because the items were not as described and I wanted to just return it all. It didn't let me return all of the items and the items it did allow me to return it would only go on a E-Gift card and I wanted it back on my original payment. I reached out to them and they wouldn't do anything. Now I don't have all the items because I was told I couldn't return them even though it was within 30 days.

  Business response

  07/31/2024

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your return and refund issues! 

  We have been able to review your recent communications regarding your order *********** and see that you were assisted by one of our customer care agents on July 29th. They were able to get your return created online for you. We would advise you to ship this return back so we can get your refund processed accordingly to our return polices. 

  We are sorry to hear about all the issues you have run into with trying to make this return. We are always looking to ensure our customers have the best possible experience each time they shop with us, and we hate to hear this was not the case for you this time with receiving a damaged package! We look forward to receiving your return so we can get this refund processed for you! 

   

  ***

  Customer Service

  Hollister Co.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase from Abercrombie on 4/15/24, I returned items on 4/23/24, and never got a refund to my card for the returned items. This also happened with a purchase that I made on 12/5/23 (Order No ***********, total spent =$170.89), I returned an item in store and never got the funds sent back to my account.

  Business response

  07/31/2024

  Hi ********, 

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

  We have taken the time to review your recent orders along with your store returns that have been made with Abercrombie & Fitch.  Through our payment processing system, we have been able to locate the ARN number for the return you made in store on April 23rd. 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 this number 741374*********24213987 your bank/credit company will be able to track the refund details processed for the store return you made in the amount of $33.76. 

  For the order *********** you mentioned back in December, we have been able to review this transaction and the store return as well. We see a return made on December 7th, 2023 along with a purchase made at the same. A copy of the store receipt has been attached for your visibility. Upon review of this transaction we see that no refund was due since after making the return and purchasing new items, an additional charge of $36.91 was made. So sorry for any confusion this has caused! 

   

  ***

  Customer Service

  Abercrombie & Fitch 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered to pairs of pants but instead was sent a dress. I contacted customer service and they told me to send back the dress to receive a refund. I sent back the dress but then Abercrombie refused to refund me, saying they could only refund me if I sent back the pants I had originally ordered (which I had never received).

  Customer response

  07/28/2024

  Here are screenshots of Abercrombie denying my return as well as a screenshot indicating that I initiated a return that indicates that I received the wrong item. 

  Business response

  07/31/2024

  Hi *****, 

  Thank you for contacting us via the Better Business Bureau regarding your return and refund! 

  We are sorry to hear you received the incorrect items in your order *********** and in return have not yet received your refund for this error! We have been able to review your recent communications regarding this order with our customer care team and want to apologize for the confusion this has all caused!  

  We have been able to get a refund in the amount of $130.05 processed for you today, July 31st. Please allow 3-5 business days for this refund to reflect to your Visa ending in ****. 

   

  *** 

  Customer Service

  Abercrombie & Fitch

  Customer response

  07/31/2024

  [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

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order online, order number ***********. There were a few issues on abercrombies behalf where my order was not being shipped and I reached out about 2 or 3 different times and all times i received a different answer. When my order was finally shipped and delivered, it was left at the wrong house. I reached out to customer service and I provided proof showing them that it was the wrong house. I was told than an investigation would be done and I would hear back. When I heard back I was told that after looking into it they agreed it was delivered to the wrong house and that I would be receiving a refund. To my surprise I received an email immediately after saying that they changed their mind and would not be refunding me. I asked why and an answer would not be provided. All I was told was to file a claim with the delivery company, it was past the time frame to file this said claim.

  Business response

  07/29/2024

  Hello *******, 

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

  We have been able to confirm with ***** that the package was indeed not delivered to the correct location. We are sorry for the confusion this process has all caused you as well, since a refund for the order was initially requested by you and then you were advised it would not be processed!

  We are happy to confirm that this previous decision has been overturned! A refund in the amount of $167.34 has been processed to your Visa ending in **** today, July 29th. Please allow 3-5 business days for this refund to reflect to your card. 

   

  ***

  Customer Service

  Abercrombie & Fitch

  Customer response

  07/30/2024

  [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

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to seek assistance with an unresolved issue regarding an online clothing order from Abercrombie & Fitch. My name is *****************, and I am encountering significant challenges in resolving this matter with the retailer.Issue Summary:First Package: I received a package containing someone else's order entirely.Second Package: The correct order was delivered later, but I decided to return all items due to the initial issues.Current Situation:I initially requested the correct order be resent while I returned the incorrect items. However, due to complications, I am now requesting a full refund of $293.05.Despite the second package being correct, I returned all items due to dissatisfaction with the service.Attempts to Resolve:In-store return attempt: The store manager spent 30 minutes on the phone with a customer representative, who informed her that a refund could not be processed and I needed to respond to an email.I am now stuck with clothes I did not order, do not fit me, and do not want.Out of my almost $400 order, I only received about $100 worth of correct items, which I have since returned.Frustration with Retailer Communication:Repeated back and forth with the retailer, who initially agreed to resend correct items but later retracted the offer multiple times.My in-store return attempt was rejected, wasting my time and leaving me nearly $300 out of pocket.I am requesting a refund of $293.05 for the clothes I never received. This experience has been extremely stressful, leaving me with a financial loss and unwanted items. I hope the Better Business Bureau can assist in resolving this matter. Attached are photos of the correct and incorrect orders along with some of my email correspondence with them.Thank you for your time and attention.Sincerely,******************* can also send the screenshots in an email as I tried to screen record them to make them easier to read but was unable to upload the recordings.

  Business response

  07/25/2024

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your recent order with Abercrombie & Fitch! 

  We hate to hear that you received an incorrect package containing an order that was not yours! We understand the concern with needing your refund on merchandise received incorrectly. 

  Please process an online return for the wrong merchandise you have received. We have waived the return fee on this order for you as well. Once the items have been received at our ******************* we will promptly get your refund processed for you. You can begin the return process right here: *****************************************************************

  We are truly sorry to hear you have gone through this experience and apologize for the confusion that has surrounded it! 

   

  ***

  Customer Service

  ********************** & ********************

  Customer response

  07/25/2024

  Hello,

  I haven't fully accepted or rejected their request yet as I have to return the wrong package to get a refund so I'll let you guys know when/if I do. 

   

  Thanks so much for your help,

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

  Customer response

  08/06/2024

  ***************** <***************>
  Attachments
  Aug 5, 2024, 5:45 PM (17 hours ago)
  to disputeresolution
  
  Hello,
  
  I wanted to wait for the refund from Abercrombie before accepting their offer but only received a partial refund of $68.07/ $274.16.
  
  I was waiting to see if they would refund me the full amount after returning the wrong package that they sent me. I would like to accept their offer if they refund it to me fully. I'm not sure why they only gave me a partial refund. Hopefully by accepting their offer I can get a full refund.
  
  Attached are screenshots.
  
  Thank you so much for your time and patience as this experience has been stressful for me.
  
  Sincerely,
  *****************

  Business response

  08/07/2024

  Hello ******, 

  Thank you for reaching back out to us via the Better Business Bureau regarding your return and refunds! 

  We are sorry to hear that you have not yet received your full refund. We would like the opportunity to discuss this in further detail with you, therefore, we will be reaching out to you via email to help resolve you incorrectly received merchandise and missing refund. Please look out for that email so we can help get this resolved for you as quickly as possible. 

   

  ***

  Customer Service

  ********************** & ******************** 

  Customer response

  08/07/2024

  
  ***************** <***************>
  Attachments
  Aug 6, 2024, 2:54 PM (18 hours ago)
  to disputeresolution
  
  Hello,
  
  I just wanted to keep you guys updated. Here are the screenshots showing that Abercrombie asked if I received any of the other items that they didn't refund me for even though I already said that I never received them many times. Hopefully they can refund me after this.
  
  Thanks so much for all your help,
  *****************

   

  ***************** <***************>
  Attachments
  Aug 6, 2024, 7:30 PM (13 hours ago)
  to disputeresolution
  
  Just adding updates. They're sending the information to their specialized team again. I'm not sure how much longer I can do this for.

  Customer response

  08/07/2024

  
  ***************** <***************>
  Attachments
  Aug 6, 2024, 2:54 PM (18 hours ago)
  to disputeresolution
  
  Hello,
  
  I just wanted to keep you guys updated. Here are the screenshots showing that Abercrombie asked if I received any of the other items that they didn't refund me for even though I already said that I never received them many times. Hopefully they can refund me after this.
  
  Thanks so much for all your help,
  *****************

   

  
  ***************** <***************>
  Attachments
  Aug 6, 2024, 7:30 PM (14 hours ago)
  to disputeresolution
  
  Just adding updates. They're sending the information to their specialized team again. I'm not sure how much longer I can do this for.

  Customer response

  08/08/2024

  ***************** <***************>
  Attachments
  Aug 7, 2024, 3:03 PM (18 hours ago)
  to disputeresolution
  
  I'm attaching updates along with the tracking number I used to send back the wrong packages to Abercrombie.

  Business response

  08/08/2024

  Hi ******,
  
  Thank you for contacting us via the Better Business Bureau regarding your order 21097595766.
  
  We are so sorry to hear there was an issue with receiving some items on your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21097595766.
  
  We confirmed that this decision was reversed, and the refund was approved on August 8th. A refund was processed in the amount of $224.98 back to your **** ending in 5692. Please allow up to 3-5  business days for the refund to reflect in your account.
  
  Please dont hesitate to reach back out if there is anything we can do to assist you further! 
  
  *****
  Customer Service 
  ********************** & ********************
  

  Customer response

  08/08/2024

  [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,
  
  *****************

*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. ↩