ComplaintsforAbercrombie & Fitch

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #*********** placed on October 8th, 2021 for $546.44 CAD with a number of possible options to wear on an upcoming vacation. Submitted return for processing on October 19, 2021 for $347.96 CAD. Return package tracking #**************** by Canada Post shows delivery on October 26, 2021. Contacted by e-mail on November 8th, 2021, no response. Contacted by telephone on November 10th, 2021 where I was told that the payment processing department would be contacting me by e-mail, they didn't. Contacted again by chat around November 17th or 18th, 2021 where I was told they would be "escalating" my request. E-mailed corporate as well, where they offered me a 30% discount code for my trouble, like I'd want to spend more money with them when they are holding my money hostage (and not a good discount at that). On November 19th, 2021 I received an e-mail with a confirmation of my request to cancel my return (which I did not request) to which I was told it would be so they could process the refund. No refund confirmation has been sent at this time (in a previous order, the confirmation is received as "Your refund's on it's way" and then is processed by the credit card in 3 to 5 days). If in fact they did cancel my return to manually process the refund, I should have received this confirmation e-mail immediately. The first time I made a refund to Abercrombie the process was seamless, it is almost as if they flag you once you've returned things ONE time. Perhaps if their sizing was not so all over the place and inconsistent, it would be easier to not return as much as well I just wouldn't order different options to decide on if I knew I would need to spend hours of my time that I could be spending on my own business, thus losing money in the process of just TRYING to get what is owed to me.

  Business response

  11/23/2021

  *****,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear you've had some trouble being refunded.
  
  We were recently made aware of some carrier delays impacting returns to our distribution center in the United States, which has caused some customers to go several weeks without a refund. While we understand your tracking information from Landmark Global shows that your return package was delivered on October 26th, however this delivery notification indicates it was delivered to a Landmark Global carrier hub located in Canada, not to our returns processing facility located in Ohio. As our distribution center is unable to issue a return for a package until it's been received and processed, the carrier delay is to blame here.

  It appears you were able to connect with our customer service team on November 19th, and a refund in the amount of $354.96 was issued manually by the agent you spoke with. As refunds typically take 3-5 business days to process and reflect, you should expect your refund to show no later than Monday, November 29, 2021. We appreciate your patience and understanding here, as this timeframe is set by your financial institution, and is outside of our control.

  If you have any other questions or concerns, or your refund is not appearing in your account after November 29th, 2021, please feel free to connect with our customer service team for further assistance!

  Sincerely,

  ****

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just recently placed my order with Hollister and they canceled it I emailed them called them numerous times and they advised me to wait the 4-7 business days to get my money back then reorder and I would be fine I then placed another order which is order number *********** which was placed on a whole new card my debit card from Wells Fargo I contacted them before and after I placed the order to verify and double check everything was ok which it was. The order was also being shipped to the billing address provided which was on file so the billing and shipping are the same well they got the money then one hour late sent me a Cancellation I then contacted them again to verify all my information and to tell the my previous issue and that I was told to reorder they advised me that it’s canceled and I would receive my refund in 4-7 business days I tried to escalate the problem and talk to someone and it was a no go. I have to wait and try again Lol not happening. There is absolutely no reason my order should be canceled and they definitely can not justify any reason why it’s canceled. I’ve been lied to numerous times and they’ve held my money twice with the same lies and stories please help me I don’t no what else to do what they are doing is completely wrong and should be illegal

  Business response

  11/15/2021

  *******,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear that your orders were cancelled!
  
  I checked our records, and it would appear that you've already been assisted with this by our Customer Service team. If you have any further questions or concerns, please continue responding to the emails that have been sent by this team, as they are the best equipped to help you with this.
  
  We appreciate your understanding, and hope to see you shopping with us again soon!
  
  Sincerely,
  ****
  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  11/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order# ***********, amount $ 194.84 The shipper used Fedex to deliver my package to the above address. But the receiver did not receive it. When I contacted Hollister with my claim, they tried to make me feel guilty and hold me accountable or the lost package by saying because I had reported a lost package before that were marked delivered to whole different address and I didn't receive it, I basically lost my right to report any future missing package when it happen. Excuse me? Why you don't offer signature or UPS or Fedex store pick up and don't disrespect your customers that way. By the way I have a resell business and I use both address for more than 10 orders from different places per week. When it's UPS delivery it goes automatically to UPS store. I will be warning customers on every platform of your poor customer service.

  Business response

  11/10/2021

  Hi ****,
  
  Thanks for reaching out to us via the Better Business Bureau! I'm sorry to hear that you have had difficulty receiving orders at your residence.
  
  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a refund due to not receiving your order after confirming that two previous orders that were shipped to the same address were reported as not received as well. When a package is reported as not received, our Research and Resolution team reviews these requests and are unable to approve a refund when we have received multiple previous requests of the same nature. This decision is not intended to be an implication of your character or make you feel guilty, but is based on our historical records of successful delivery to this address. Unfortunately, we are unable to continue shipping orders to this address since you have confirmed multiple packages have not been received after the carrier has confirmed delivery was completed. We are happy to process any new orders to an alternate address where packages can be delivered successfully.
  I am sincerely sorry if you did not receive this package and I would recommend filing an investigation with the carrier, FedEx, since the carrier has indicated successful delivery for your order.
  
  If you believe that your packages have been stolen, I 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# ###-###-####.
  
  Due to our previous correspondence from our Research and Resolution, I am unable to process a refund for your order.
  
  Sincerely,
  
  ****
  Customer Service
  Hollister Co.

  Customer response

  11/11/2021

  you have stated that I reported the previous packages as not delivered to the same address, Which is not accurate. It was not the same address. the first one is an apartment  in Astoria and the second is a house in Staten Island. But this is not the point. I live in TX and I can’t file a police report there even if they did, I don’t believe that will bring my package back. I Still believe that FedEx miss placed my package. It happened that they mark packages delivered while they are not. I strongly believe that I should be refunded for it. Also, I have no business with FedEx, why should I file claim with them? I didn’t choose them and they didn’t give me the option to choose for my package to be picked up from a FedEx store like I have with UPS. I purchased from you, I trusted you with my money and I expected a better response an resolution.
  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 6 articles of clothing from Abercrombie and Fitch on August 2, 2021. I decided to keep 3 of the items and return the other 3 (a black bodysuit, a black pair of jeans and a blue pair of jeans). I utilized the return function through Abercrombie's website and selected the option to have a preprinted label created. I followed the instructions and dropped the package with preprinted label on to package off at my local post office on August 23, 2021. Weeks went by and I had not received my refund, so I reached out to Abercrombie's customer service to check the status. They indicated at that time that the package had not been scanned by the post office so they could not track the package and provide an ETA of refund but to give it time. I waited a few more weeks and still nothing so I contacted them again and said that since the package was not received or scanned they could not provide a refund. I reached out to the post office and they said from time to time packages do not get scanned and that once they hand the package off to the 3rd party there is nothing they can do. I have escalated my issue to Abercrombie and they are now ignoring my emails. I believe since this was the service they chose to complete their returns it should be there responsibly to refund their customer. The return was estimated (with taxes) to be about $199. Again Abercrombie doesn't appear to be doing anything to looking into this issue further (either contacting the post office or the 3 party that handles the returns) and is pretty much telling me too bad. I also submitted a lost package claim with USPS, but that was weeks ago and have since heard nothing back.

  Business response

  11/03/2021

  Hey *****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am so sorry to hear about all the trouble you have experienced with the return of your bodysuit and two pairs of jeans from your order  
  ***********. I would be happy to further assist with getting this resolved for you.
  
  I reviewed your return and I understand that we do not have tracking with the carrier; however, we have a process in place for when the issue occurs. I was able to approve your refund for the items included in your return for total refund of $199.22 which will be credited back to your PayPal account. Please allow 3 – 5 business days for this refund to reflect on your account.
  
  At Abercrombie & Fitch, we strive to provide an easy and quick return process and I am sincerely sorry this was not the case for you. I will follow up by reviewing your previous contacts with our Customer Service team and sharing any feedback identified to ensure that we are providing you the best shopping experience we can provide.
  
  I also see that your previous contact to us was escalated to our Abercrombie & Fitch Home Office and I received your contact. I hope I was able to resolve this matter for you today, and I will respond to that email as well confirming that we received this feedback. Please don’t hesitate to reply if we can provide any additional assistance.
  
  Have a wonderful day.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/30/2021 I ordered 2 $100 gift cards...gifts for my twin nieces. I received one but not the other. On 10/7/2021 I called and reported that one card was not received. The customer service rep said she would get another card to me ASAP/ On 10/18 I called to say I never got the replacement card and now have a problem ... I need the card in my hand for a flight to Atlanta before 10/21/2021. I was told no problem they would overnight it to me. And that I would get an email with a tracking number. I received the email and but tracking number was not correct- error message 404. On 10/19/2021 I called again and was given the correct tracking number that showed the gift card had not yet left. I explained that to the CSR and was told not to worry it would be there on Wednesday. On 10/20/2021 I called again to say I had not received it AND that the tracking number showed it still was not been received by Fed Ex. At this point the CSR said I would not get it in time...so I said cancel the replacement as it would not get to me in time and credit me the $100.00/ I thought this was finished. I then get email from Customer Service saying that the gift card is on the way and I would get it on Friday. I replied many times to the email saying that Friday was not good enough, the order had been canceled and please refund my money. I have had no response to me email. I again called on 10/28/2021 and 11/1/2021 and have been told that my case has been transferred to a Supervisor and that someone will call me. No one has. Therefore, I am reaching out to the BBB in an effort to obtain a $100 refund. I again

  Business response

  11/03/2021

  
  Hey ****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am so sorry to hear about all the trouble you have had with your second gift card and I would be happy to further assist.
  
  I processed your refund for $100 for the gift card you did not receive, and you can expect this refund to reflect back on your VISA ending in 3053 within the next 3 – 5 business days.
  
  Additionally, I will review your contacts with our Customer Service team to ensure that we are providing you the best experience possible and share any feedback as necessary. We strive to provide all of our customers a positive shopping experience with every contact, and I am very sorry to hear that was not the case for you.
  
  I understand that this gift card was intended for your niece, and I hope that you were able to purchase a replacement gift she will love. If we can provide any further assistance, please do not hesitate to reach out to us at [email protected] or you can call us at ###-###-####.
  
  I hope you have a wonderful day and we hope you shop with us again so we can provide you with a better experience.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

  Customer response

  11/04/2021

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

  Thank you so much for your assistance.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Spam advertisement email with no option to unsubscribe.

  Business response

  11/03/2021

  Hey *********,
  
  Thanks for reaching out to us via the Better Business Bureau!
  
  I am sorry to hear about the trouble with unsubscribing from our Hollister Co. marketing emails. If you have an account on our Hollister Co. website, you can login and update your email preferences on your account. I have already taken the necessary action to unsubscribe your email address that you attached with your contact via the Better Business Bureau.
  
  I also do not have a record that you have contacted our Customer Service team using this email address. If you have used any other email address with Hollister Co. that may be subscribed to these marketing emails, I would be happy to further assist with getting those emails unsubscribed as well. You can either reply to this contact via the BBB or reach out to our Customer Service team at [email protected] to have any additional email addresses unsubscribed.
  
  I hope I have been able to assist today and we are happy to further assist if needed. Have a great evening!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order #***********. Order Amount: $85.37 (after price adjustments). I've been trying to place an order for over a month now, I know, ridiculous. However, every time I place the order, it gets canceled due to "violating their sales terms". Not sure what that means. I have called and have chatted with customer service representatives to no avail. Some have also "helped" me place new orders, however, those also end up being cancelled. As a long time Abercrombie & Fitch customer, I am beyond disappointed. I finally got an email stating the reason why my orders keep being canceled is due to a dispute that was charged on July 2021 for the amount of $103. The reason for that dispute, was because I never authorized that purchase. I had to cancel my bank card. I have tried to explain this to Abercrombie & Fitch, but they state I must pay in order to place an order. Why would I pay for something I never authorized nor received?? I hope this issue gets resolved, because it is completely unfair and extremely frustrating.

  Business response

  10/27/2021

  ******,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear you've been unable to place an order with us.

  In reviewing your history with us, we can confirm after further review that the chargeback you filed in August has not yet been resolved with your financial institution. As advised previously, the only way that we can move forward with allowing you to purchase with us in the future is to either receive payment for the open dispute in the amount of $103.03, or to receive confirmation from your financial institution via company letterhead that this has been resolved internally on their end. Until we receive either of these, we will not continue to allow orders from you going forward.

  We appreciate your understanding, and wish you the best.

  Sincerely,

  ****
  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 28th, 2021, I went into a Hollister Store (Owned by Abercrombie & Fitch) to do an in-store "online" order. The order # is ***********. These are orders where the customer can order items from the online site, but through the store and the items can be shipped to your home directly. To settle my bill, I swiped and paid $154.83 (Transaction **** done at 10:48 a.m.). These dollars were immediately deducted from the credit card. The following day, I received communication from Hollister, that the order was cancelled. A few days later, I noticed that I had not gotten a refund for the $154.83 and reached out to Hollister Customer Service via the Chat line. The agent advised that the dollars was previously refunded and it should be 2 more days. On or around October 4th, I again noticed that the dollars were not in my account and so I opened a brand new chat. I chatted with an Agent (*******) who asked me to provide my credit card statement snapshot which I did. To this point, I still had not receive my refund. On October 10th and 20th I sent emails to Hollister customer service and to date, I have not had as much as an acknowledgement. Hollister still owes me $154.83 that I will like refunded. They have refused to communicate with me on this issue. I have no other request other than to get my monies back.

  Business response

  10/27/2021

  *****,

  Thank you for reaching out to us via the Better Business Bureau. I'm sorry to hear you have not yet received a refund for your purchase!
  
  Per the agreement you made in the store at the time of purchase, any refunds processed against this order will need to be collected in-person at the store, or else refunded via e-Gift Card per the Canadian government's rules and regulations. An email was sent to you with this information, along with a barcode that can be provided to the store associate in order to issue the refund.
  
  I do see that the email address on the order does not match the email address you provided to the Better Business Bureau, so as a courtesy, I've updated the email address to *****.**********@gmail.com, and have resent this Pending Refund email to you. You may collect this refund at your earliest convenience.

  We apologize for any misinformation that was provided by our representatives, and hope this helps you to resolve the issue quickly. If you have any further questions or concerns, please don't hesitate to reach out to us by emailing [email protected] or by dialing ###-###-####.

  Kind regards,

  ****

  Customer Service

  Hollister Co.

  Customer response

  10/28/2021

  as per the email received, I was advised that I would receive a separate email at *****.**********@gmail.com with the refund information and a barcode.   I am advising that I have not received this email.
  \

• Initial Complaint

  10/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 9/8/21 which was received via Hollister's method of shipment on 9/16/21. I went on 10/10/21 to return the items I didn't want from the order to the store and was told I was outside of the return policy by 2 days (i.e. going off of the order date, not the received date). I then took the items home with me as that didn't make sense as I received the items on 9/16/21 and I was penalized for ordering items online rather than in the store during a pandemic, as my return window was being cut short. I contacted customer support via the website and they also told me I was outside of my window period as the items shipped on 9/9/21, again I did not have the items until 9/16/21, regardless the online tracking shows DHL received on 9/10/21 the intent for the package but didn't received the package from Hollister till 9/12/21. I am within the 30 day window and am asking for refund in the method in which I purchased the items rather than a gift card.

  Business response

  10/14/2021

  Hey *****,
  
  Thanks for reaching out to us via the Better Business Bureau!
  
  I am so sorry for any difficulty you are experiencing with returning your order. I would be happy to further assist; however, I was unable to locate any orders associated with your email address and I was not able to locate any previous contacts with our Customer Service team under your email address.
  
  Would you mind providing your order number and I would be happy to look into this further for you to confirm what options we have available for you?
  
  I look forward to hearing back from you and appreciate you reaching out.
  
  Sincerely,

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 6th I went into the store and returned both pairs (same price). I walked out with two separate receipts (see attached) for proof of my two separate returns, yet I've only received one of the two refunds. I've called your customer service on several occasions and each time I'm told a completely different story regarding where my second refund could be.

  Business response

  10/07/2021

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau!
  
  I am so sorry that you are still waiting on a refund for one of the two pairs of jeans that you returned in store! I appreciate sharing the two receipts so we can look into this further for you.
  
  It appears that both of these pairs of jeans were from online orders. I can see that we refunded $95.45 for order *********** to an e-gift card on 8/24/2021 which would be sent to you via email. Can you confirm if you received this e-gift card for $95.45 in August and can you also confirm if you received a second refund of $95.45 to your PayPal account?
  
  I look forward to hearing back so we can make sure we have processed both refunds for you!
  
  Sincerely,
  

  ****
  Customer Service
  Abercrombie & Fitch

  Customer response

  10/08/2021

  Thank you ****, but I was promised a refund back to my original form of payment which is what I am expecting to receive. 
  

  Customer response

  11/02/2021

  Via LiveChat:

  Hi *****,I have not received a refund for my dispute despite sending proof of my return. What are the next steps I can take?Thank you,***** *****

  
  

  Business response

  11/02/2021

  Hi *****,
  
  I apologize I may have misunderstood your original contact and was under the impression you were just missing one of your refunds!
  
  I appreciate your clarification as I understand that you received one of the refunds in the form of an e-gift card instead of receiving your refund to your PayPal as indicated on your receipt. I was able to transfer your refund from your e-gift card to a PayPal refund. You should see a refund on your PayPal account in the amount of $95.45 process today in addition to the refund you already received via PayPal in the same amount.
  
  I am sincerely sorry for the confusion and I hope that we have been able to resolve this matter for you. Please do not hesitate to reach out if we can further assist.
  
  Sincerely,
  
  ****
  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. ↩