ComplaintsforAbercrombie & Fitch

• Initial Complaint

  08/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order over 10 days and was provided a shipping date of Monday 16th then the delivery was moved to the 17th now it's not being delivered until the 18th. The items were order in more than enough time and I was ensured it will be delivered before the date needed. Now there is no update on the order I have contact the company and spoke with representative that didn't provide their name and ended the chat prior to anything being resolved. I'm extremely mad and upset.

  Business response

  08/19/2021

  Hi ***********,
  
  Thanks for reaching out to us via the Better Business Bureau! I'm sorry to hear about your experience with our Customer Service teams. I am so sorry your order was not delivered within the estimated timeframe provided and I would be happy to assist you further.
  
  After reviewing your two most recent orders, I confirmed that order *********** was delivered to your shipping address on August 18th! I hope that you received this package and I am sorry for any delays the carrier may have experienced in delivering this to you.
  
  I also see that your second order, order ***********, is shipping to our store for pick-up and it is still in transit to the store. After reviewing the tracking information at this link https://bit.ly/3k8ssPj, it appears the last update to tracking was today in Walnut, CA. Unfortunately, it seems this order is taking longer to arrive than expected, but the tracking indicates that your order still making its way to the store.  Once your order arrives at the store and is scanned by a store associate, you will receive an email indicating your order is ready for pick-up. You can take that email to the store to pick-up your order within 10 days.
  
  If you no longer need order ***********, please do not hesitate to reach out to our team and we can work to help expire your order, so it will be refunded when it arrives at the store. You can contact us by responding via the BBB or reach out to our Customer Service team by chatting online or emailing us at [email protected]. You can also give us a call at ###-###-####!
  
  We would love the opportunity to provide a better experience with our Customer Service team, and please don’t hesitate to reach out if you need any additional assistance.
  
  Sincerely,
  
  Matt
  Customer Service
  Abercrombie & Fitch

  Customer response

  08/30/2021

  there was no resolution met. There should be a courtesy credit or coupon for the issue. Because no only was the shipping delayed horrible the customer service was no help and refused to give their name and took no responsibility for assistance. I will no longer order from them if this is how business is conducted.
  

• Initial Complaint

  08/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Placed:08/08/21 6:16PM Est. Delivery:08/16/21 Store:Abercrombie.Com Total:$728.81 Abercrombie & Fitch has given me no information, other than an email, which stated, "CANCELLATION ON YOUR ORDER, Your order #20442184925 was cancelled because it appears to have violated our sales terms and conditions. You can visit our website for additional information about our Sale Terms." I visited the hyperlink provided to check the "sales terms and conditions" but was unable to find anything I could have done to violate them. Afterward, I placed a call to customer service to see what terms and conditions they felt I had violated. I was told to wait for an email from the security team but, I am growing impatient because I'd like to have these items for my upcoming travels. I would also like answers as to why this happened & how to prevent it should I choose to order in the future. Finally, I'd like to have my order processed & completed so that I can receive the items in time for my travels.

  Business response

  08/12/2021

  Torey,

  
  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear your order #20442184925 was cancelled without explanation!

   

  Abercrombie & Fitch has an advanced system in place to protect our customers from potentially fraudulent activity. Unfortunately, the system doesn't always get it right, and your order appears to have been one of these examples. I've confirmed with our internal team that this order was cancelled by mistake, and your information has been cleared to place orders going forward.

  
  We apologize for this inconvenience, and for any confusion surrounding this! You may replace this order at your earliest convenience.

  
  Sincerely,

   

  Todd

  Customer Service

  Abercrombie & Fitch

  Customer response

  08/13/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 15753807
  
  I am rejecting this response because: When i try to reorder all items - the prices have changed.  I want to purchase all items at the same price.  I don't feel like i should pay more because their system made an error.  I've included my receipt with items and the total.  Is there any way an Abercrombie agent can reorder the items for me and do a price adjustment so that I am paying the same prices and have the same total?
  
  Regards,
  
  Torey Barksdale

  Business response

  09/29/2021

  Torey,
  
  Thanks for getting back to us!
  
  Unfortunately I cannot place an order over the Better Business Bureau's platform, as the information is not secure here. Our customer service team would be able to assist you with this over the phone if you give them a call at 866-681-3115!
  
  I'll make a note in your account to approve the price match.

  We appreciate the opportunity to assist you here!
  
  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,
  
  Torey Barksdale

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase an order 7/24 for $191.11 order number Order: *********** Contacted company to tell them it had not been delivered a week ago and was given The choice of a refund or re-delivering. I chose refund so that I can go into the store and get the items or some thing for my son then because I needed them ASAP. I was promised I would get a refund of the total amount. I was contacted The next day and told him they will not be refunding me and there’s nothing they can do. I am extremely disappointed at The level of customer service of Abercrombie and Fitch but upon researching their BBB report I cannot say I’m surprised as they only have a one out of five rating. I will definitely not be shopping there anymore and will be going and spending my money elsewhere. Now I’m out of $200 for an That I never received.

  Business response

  08/12/2021

  ******,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear your request for a refund was denied.

  I can see in our system that your refund was denied due to a previous history of similar requests. Unfortunately, the decision to deny refund requests does not lie with customer service, and we are unable to override the decision. If you'd like to appeal this decision, you can reach out to our Research & Resolution team directly at [email protected].

  We apologize for any inconvenience this may have caused.

  Sincerely,
  
  Todd
  Customer Service

  Abercrombie & Fitch

  Customer response

  08/13/2021

  I would like you to provide proof of said refund requests I do not shop at AF online hardly. And it was not a refund equest I did not receive my order and didn’t have time to call customer service and reorder and wait  etc etc. these were school clothes. I simply wanted to go into the store. Your accusatory tone and lack of care shows what A&F really cares about. I will no longer shop here.
  

*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. ↩