ComplaintsforAbercrombie & Fitch

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contacted the company I received my package but not all items I ordered were in the package. I contacted customer service who said that they cannot assist me to contact my bank or carrier. I contacted both which have said that this was a packaging issue not a shipping issue that the only person who can assist me is the company. I shop with this company all the time at the local store near me and I find this treatment very poor to refuse to help a frequent shopper with an issue

  Business response

  10/07/2021

  Hey ******,
  
  Thanks for reaching out to us via the Better Business Bureau!
  
  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a refund for your Abercrombie & Fitch order *********** due to not receiving your order after confirming that your previous order *********** from our other brand Hollister Co. that was shipped to the same address was previously refunded for the same delivery issues. 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.
  
  It appears that our Research and Resolution team was unable to approve the full refund for the order which is what was requested based on your contact to us on 9/16/21 indicating you had not received your package. After further review, I see that you did contact us again on 10/5/2021 and advised that there were items missing from your package.
  
  I noticed this order was shipped in two separate packages. The first package only included your LuxeLoft Squareneck Tank CREAM XS(*********) and the second package included the other 7 items from your order.
  
  Can you please clarify if you did not receive both packages from this order, or if you received both packages but items were missing from your order? If items were missing, can you please clarify which items were missing?
  
  We appreciate you bringing this to our attention so we can explore other options to assist and look forward to hearing back from you!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

  Customer response

  10/18/2021

  Good afternoon, 

  I have not received either package. I do not know if this is a company error or a delivery error but regardless the carrier advised that I would need to contact the company for any farther info. I live in an apartment complex so I am unsure if it got delivered to the wrong apartment or why I never received my merchandise. As previous you can see the photo my apartment is *** not **
  

  Business response

  10/28/2021

  Hi ******,
  
  Thank you for clarifying that you have not received either package as it appears that there were some miscommunications in some recent contacts indicating that you received this order and you were only missing a few items.
  
  After further review of your orders, it appears that this package was processed correctly and handed over to the carrier. I can also confirm that the shipping address listed does show your apartment number listed as *** which is the correct apartment number per your previous response.
  
  Our Research and Resolution team was unable to approve your last request for a refund for your Abercrombie & Fitch order *********** due to not receiving your order after confirming that your previous order *********** from our other brand Hollister Co. that was shipped to the same address was previously refunded for the same delivery issues. 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.
  
  If you believe that your packages have been stolen, I would 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
  Abercrombie & Fitch

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: *********** Date of transaction: 8/05/2021 Date of delivery: 8/11/21 Charged :$1022.84 Abercrombie was supposed to deliver the items but they were never received. They used Ground economy shipment through fedex which prevented me from opening up a case on my end and that is something only they can do. The nature of this dispute is that I never received my order and Abercrombie refuse to refund or reship the items due to misdelivery. The business refuse to try to resolve the problem. fed ex tracking ******************** In the pass complaints, I did not receive the correct item due to a warehouse packaging error. When I called them to let them know they mixed up the items, they filed the complaint as “missing package” which was not the case. Due to having a previous case complaint, they refused to help because I have “too many previous complaints of missing packages” which was not the case. I never received the item from the previous orders because the warehouse made a mis

  Business response

  10/07/2021

  Hey *********,
  
  Thanks for reaching out to us via the Better Business Bureau! I am sorry to hear that you are having trouble with submitting a case with the carrier!
  
  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a refund or replacement of the package due to not receiving your order after confirming that previous orders have been refunded for not receiving the items as well.  
  
  Our best recommendation would be to open a claim with the carrier which I understand you have attempted, and the carrier has advised that only Abercrombie & Fitch is able to open an investigation. This is not normally the case, and I am sorry for the inconvenience this has caused. I am partnering with the appropriate internal teams to look into additional options for you, and I have replied to your most recent email to our Customer Service team to confirm I am following up as well.
  
  As soon as I determine our available options, I will follow-up with you with more details.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

  Customer response

  10/08/2021

  this does not address how I am unable to open a case do to the fact that Abercrombie used ground economy shipping which is a cheaper option, and due to that choice, buyers are unable to open a case for packages. Please use any other service than that in the future to save the headache for buyers so that we may file our own claim. At this point, only Abercrombie can contact fed ex to open a claim. Please don’t neglect this issue. I’ve never received my package and I’m only asking for aid to open an investigation because I cannot do it on my behalf due to the shipping choice Abercrombie did. Only the company have the power to do this. Nothing is resolved. and even then, the denial for help is an issue. The first response for denying to help was due to not receiving packages to my first address and it was recommended to ship to my new address that has safer delivering areas. Once I pointed that out, Abercrombie still failed to acknowledge that I did have packages delivered to a safer address. The third complaint was not due to missing packages but due to warehouse mispackaging and somehow I’m still being punished for that since I noticed it was marked as a misdelivery. If the package was delivered, my apartment would have received it. It has cameras all around showing proof that the fed ex delivery person  was not here/deliver the package at the supposed  time and date  it was said to have been delivered. I don’t know what else I can prove. 

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 6, 2020 I submitted a series of returns to Abercrombie & Fitch. I put the items in one package to save on packaging - but I made sure to include each individual return slip with the package. After not receiving anything for a couple months, I reached out to customer service. They told me it was taking longer to process since the items were in one package. After still not hearing anything I reached out again on September 19, 2021 to find out what was going on. I was told again that I should not have packaged the items together per the return policy. I scoured the return policy several times and it does not state anywhere that the items have to be packaged separately. I pointed this out to the customer service representative and he acknowledged the error. After several emails back and forth I was issued an e-gift card for the return amount of $379.55, because now we are outside of the 30 day period within which you can receive a refund. The company is refusing to refund me.

  Business response

  09/29/2021

  *******,
  
  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear that you had some trouble with a few of your returns, and that you're unhappy with the e-Gift Cards you've received.

  I'd like to apologize for the negative experience you had with the customer service representative, Nick, regarding the return policy and the confusing piece of direction about returning orders together in one package. While it's true that returning multiple orders together in one package can delay refunds from processing, it is NOT true that customers are unable to return in this way. We've provided feedback to the agent directly regarding this misinformation that was provided to ensure a better experience going forward from that particular agent.

  Looking into your orders #***********, ***********, ***********, ***********, and ***********, I can see that returns for these orders were not created until December 6th, 2020, which was outside of the 30-day return policy for each of the orders, which means that all orders would only have been eligible to be refunded in the form of an e-Gift Card from the get-go. Additionally, there is no tracking information tied to any of the return labels that were generated as a result of the returns, so we do not have a record of when the return package was shipped out to us. It's possible that the package was delayed in returning with the carrier that returned the parcel, which could be why the distribution center did not receive and process it until recently. Either way, we apologize for the extreme delay, and will work with Landmark Global to see if we can identify a root cause for this delay.
  
  Unfortunately, per the return policy I mentioned above, we will not be reversing the e-Gift Cards as requested. If you have any other questions or concerns, please don't hesitate to reach back out to our customer service team at [email protected].

  Sincerely,

  Todd

  Customer Service

  Abercrombie & Fitch

  Customer response

  09/29/2021

  Two of the cut off times outlined by the customer service representative were after the date that the returns were submitted (Dec 6, 2020) - see attached image. Additionally, I have made several purchases over the last few months that had my returns been processed in a timely manner (not 10 months), I would have been happy to use e-gift cards for. At this point, after the poor customer service I've received I have no interest in giving this company more of my business and the right thing for them to do after this would be to refund me. Finally, the reason they "had no tracking information" was because after having gone so long without being processed, the returns were cancelled in their system. When I first spoke with Nick he told me no online return submissions had been made as it did not appear in their system. I was able to prove this was untrue with my original return confirmation emails from December 6. Ultimately, this issue was in no part due to incorrect handling of the returns on my part, and so the company should be refunding me given their mishandling of the issue and the time I've had to spend resolving it. 

   

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Date: 9/26/2021 Order Number: 20451481355 Order Amount: $90.89 Arrival Date: 10/04/21 I placed an order for 3 items on the aforementioned date, and as of 9/27/21, the order was cancelled. They claimed that “they were unable to complete my order with the information I provided”, which is questionable because I never had that issue, and the shipping address I provided matches my billing address. Upon contacting customer service, the representative said that she was unable to see why my order was cancelled because that information was “confidential”, which is suspicious because when they cancel orders due to a fulfillment issue, they will tell you that through email. In this case, I never got a direct answer. As a long-time Abercrombie & Fitch customer, I am extremely disappointed with how this company been treating the people that are keeping them in business. I did my part to ensure I received my order. Until there is a resolution, I will no longer shop at Abercrombie.

  Business response

  09/29/2021

  Hello Jeremy,
  
  Thank you so much for being patient while we looked into why your order was cancelled. 
  
  After reviewing in more detail, we have determined that your order was mistakenly cancelled, and we want to apologize for that. We take our customers’ information and security seriously and as a result we have processes in place to protect our customers from what we suspect may be unauthorized activity. Your order got caught up in that process. We are always trying to get better and your order will allow us to learn and make improvements to the process.
  
  Because your previous order was cancelled you were never charged for it. You may see a pending charge (we never charge until the order is actually shipped), but rest assured that pending charge will fall off in 5 to 7 business days after the notice of cancellation. We've gone ahead and ensured that your account information is cleared to place orders going forward. We apologize for any inconvenience this may have caused, and hope to see you shopping with us again soon!

  
  Sincerely,

   

  Todd
  Customer Service

  Abercrombie & Fitch

  Customer response

  10/03/2021

  [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,
  
  Jeremy Torres

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/26/2021 I made an online purchase from Abercrombie and Fitch. I returned part of my order (#***********) on 08/06/2021 through USPS (Tracking # **********************). The package took a long time to be delivered and processed. On 09/07/2021 I received two e-mails stating that I had received e-gift cards in the amounts of $500 and $174.58, for a total of $674.58. I called Abercrombie on 09/07/2021 and explained that wasn’t acceptable, I should receive a refund. The Abercrombie representative said she would send a request to the department that handles this type of issue, and they would get back to me in 3-5 days by e-mail, or possibly issue the refund without sending an e-mail. It is now a week later (09/14/2021) and I haven’t received an e-mail or a refund. I want a refund in the amount of $674.58 NOT an e-gift card since I sent the return back within the 30 day return window.

  Business response

  09/17/2021

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am sorry to hear about the inconvenience caused by our return process and I would be happy to get this resolved for you.
  
   I confirmed that you did create your return and send those items back to us within the 30 day timeframe, so I have transferred your refund from the e-gift cards that you received to your Visa ending in ****. Your total refund amount was $1,184.07 and you can expect this refund to appear in your account within 3 – 5 business days!
  
  I also see that you have reached out to our Customer Service team who transferred your request to our Payment Team; however, it appears that a technical issue resulted in a delay in the team receiving your request. I am sincerely sorry for the delay in our response, and I will follow up with our Payment Team to confirm this has been taken care of as well.
  
  Please don’t hesitate to reach out to our Customer Service team if we can provide any additional assistance as we would love to provide you with a better shopping experience in the near future.
  
  Sincerely,
  
  Matt
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased order #*********** on 7/14/21. On 7/29/21 I received email that they were processing my return. I reached out advising company that I rcvd this email & never got my items & I did not process a return. The agent I spoke w/ told me I put the wrong address on the order & whoever rcvd it must have returned it. She repeated the address, it wasn't mine. I checked my order & my address was correct. By this time I had already hung up so I called back to let new agent know my address was correct & I needed my order immediately (daughter’s present in it). New agent was incredibly rude, told me it was my fault “why did you wait so long to contact us” & hung up. The 3rd agent I spoke with was nice, said she helped me place a new order but alot of the items were sold out. She put a new bag together, sent me a link & I could pay if I was happy. Tried to alter bag, couldn't so I called back. New agent said order placed already. I did not give consent to charge my credit card, want refund.

  Business response

  09/15/2021

  *****,

  Thanks for contacting us via the Better Business Bureau! I'm sorry to hear about your experience with our customer service department.
  
  In looking into this, it appears that a resolution has already been offered to you from our escalated customer service team. We ask that you continue to work toward resolution through them, as they are best equipped to assist with this kind of situation.
  
  We appreciate your understanding!
  
  Sincerely,

  Craig

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  08/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug 19th, I put in an online order (order #***********) for three items, total was $112.46. The order included two day shipping. I have reached out to their support team countless times since then because I never received a confirmation that the item was shipped. It still has not been shipped. I have been told by support agents the order would be shipped the next day four times now. They have sent me to the escalation team and the purchasing team, both of which have given me the same "we're sorry for the delay, the order will be shipped tomorrow and you will receive a confirmation with tracking number." I still don't have a tracking number, the order has clearly not been shipped out yet, and at this point it's clear the two day shipping option was fraudulent. I'm not even asking for a refund, I just want the order to be shipped out. Others should know that some orders may never be shipped/two day shipping option is a scam.

  Business response

  09/01/2021

  *****,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear your order hasn't arrived yet!
  

  It appears that a logistical error prevented your order from shipping out in time. In looking into your order #***********, I was able to confirm that all 3 of your items have shipped at last! You should have received 3 separate shipping confirmation emails with tracking information for each item, as all 3 items were shipped separately.

  I can see that your two day shipping fee has already been waived by customer service as a courtesy, but as a further token of our apologies for the extreme delay in delivery, I've issued a credit against your order in the amount of $50.00. You can expect to see this refund processed back to your Visa ending in 4599 within 3-5 business days, and you should receive an email confirming the credit.

  Again, we're so sorry for the delay, and hope you're enjoying your clothes soon! 

  Sincerely,

  Todd 

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a order for a few pairs of pants on 08/08/2021. I received the order but the pants didnt fit. I returned them on 08/13/2021 With a prepaid return label that I was email for the return. The return label was a US PS return label however they sent it through ****** The order was received back to the warehouse on 08/35/2021. I was told that I would be refunded as soon as the items were returned however it has now been ********************************************************************** any information on the return. I called in the beginning of the month because I have a credit card that I wanted to close down. I could not close it because of this charge. I am now charged another $79 annual fee because the representative said answer the phone would not let me speak with a supervisor. Hollister now has their items back and I still have not been refunded. I called this morning 08/27/2021 And I was told that there is no information that I need to wait and keep checking my email

  Business response

  09/01/2021

  ******,
  
  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear you've had some trouble with a return.

  Please note that the date a package is returned to our distribution center is not always the same day the return is processed. We ship and receive hundreds of thousands of packages within our distribution center every day, so a delivery scan doesn't always indicate that your package was processed. In taking a look into your order #***********, I can see that our distribution center received and processed your refund on August 28th, 2021. You can expect the full amount of $233.81 to be processed back to your original payment method within 3-5 business days from the date the refund was processed!

  We apologize for any delay, or any inconvenience this may have caused to you. Please let us know if you have any further questions or concerns!

  Sincerely,

  ****

  Customer Service

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

  Customer response

  09/02/2021

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

• Initial Complaint

  08/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased several items from my Abercrombie and Fitch kids app on the 13th or gauging here it is the 23rd I still have no update. I researched out several times regarding this issue and spoke with 5 different representatives. Two hung up on me waiting to speak to a supervisor. It took the last Representative to actually reship my kids school clothes and expedited since they start the 1st of September. Ive asked for a partial refund and no one has done anything and I still have not spoke with a supervisor. The customer service is ignorant and not one of them can check on customers orders and make sure there is no issues. My package was lost or misplaced and it took me reaching out to them 10 days later when they have 8 days to make sure my kids receive their school clothes before school starts.

  Business response

  08/25/2021

  *******,
  
  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear your package didn't arrive, and that you had to jump through some hoops to get it reshipped to you.

  I'm not sure why your order didn't ship out appropriately. I have a ticket open with **** (the carrier who your original package was provided to) to determine why there are no tracking updates associated with the tracking number assigned to the package. They'll complete an investigation into this to help prevent something similar from happening in the future. In the meantime, I've taken a look at your order in our system, and it does appear that a reshipment was requested and delivered to you today, and that all items that could not be reshipped to you were credited to your Klarna account in the amount of $53.94 on August 23rd.

   

  In regards to your experience with our customer service team on August 23rd, I noticed that we experienced a slight system outage around the time you were requesting to be transferred to a supervisor, which is why the transfers were unsuccessful. The agents would not have been aware of this issue at the time of your contacts, and for this we apologize. As a token of our sincerity, I've credited your order additionally by 10%, and you can expect an additional amount of $27.83 to be processed to you via Klarna within 3-5 business days! You should receive an email confirming this change as well.

   

  Again, we're sorry for the hassle, and hope you feel your concerns have been resolved! If you have any further questions for us, please don't hesitate to reach out to our customer service team. We're always here to help!
  
  Sincerely,

  
  ****
  Customer Service

  Abecrombie & ********************

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Initial transaction was a online purchase. Order 20436073327.I returned two items from order in store ( I had the order receipt).Upon returning I seen two shorts I liked I explained to the lady I would take these and pay the difference if there is one. I also asked if I did not like these shorts can I return them as well and receive my money back and the 5$ cali cash I used. She said YES. Upon returning from vacation and not using the shorts (too big) I decided to return these as well with the receipt yet again. I was told I would only get 10$ cash back and the rest would have to be a in-store credit because these was purchased as a exchange when I had the initial receipt and now the second receipt as well. I am incredibly upset they want to keep the money I paid and give me no option to get my money back except using there gift card when I had and still have the initial receipts for both purchases and the returns. I just want my money credited back to my card.

  Business response

  08/25/2021

  Megan,

   

  Thank you for taking the time to reach out to us via the Better Business Bureau! I'm sorry to hear you were disappointed by the way your return was processed in our store.
  
  

  Unfortunately, our system can only provide you a refund in the same method of payment as the purchase was made. Since the purchase you were returning was paid for with a credit from a previous purchase, the only way our system can issue the refund against that is in the form of another credit. While we understand this can be confusing and frustrating, there is unfortunately no way around it, systematically. 
  
  We apologize for the incorrect information you were provided by the store associate, and as a token of our apologies, we've issued an additional $10 reward coupon to your loyalty account. You should receive an email with the coupon shortly, if you haven't already!

   

  If there's anything else we can do, please don't hesitate to reach out to our customer service team. We're always here to help!
  
  Sincerely,

  ****
  Customer Service

  ********************** 

  Customer response

  08/26/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 15790715
  
  I am rejecting this response because: Your response is not any different from the rude employees you have working at your store. If I wanted 10$ I would have proceeded with the partial refund of my 10$ for the transaction Im trying to get a full refund for. I paid on my credit card initially and have been told by Hollister customer service the full refund IS possible at the stores discretion I want my full refund back on my credit card. I dont want store credit or a 10 charity I want my full amount I paid when I was a customer for the ********************** of ********************** as well as when it was in your store. I have both receipts from both transactions. I have been a continuous costumer and if your not already aware customers are the only reason your business is in operation. 
  
  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. ↩