Complaints

This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

• 

  Abercrombie & Fitch

  3968 Easton Sta Columbus, OH 43219-6064

• 

  Abercrombie & Fitch

  235 Easton Town Ctr Columbus, OH 43219-6077

• 

  Abercrombie & Fitch

  850 Hartford Tpke Ste R217 Waterford, CT 06385-4257

• 

  Hollister

  1 N Galleria Dr Middletown, NY 10941-3032

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Abercrombie and Fitch was supposed to be sending me a bikini set which cost $102.10 It was not delivered and was returned to sender in ****, when my address is in ******. I have attempted to resolve this with customer service and have been repeatedly told that because it was marked as "delivered" even if it was returned to the facility and it was marked as delivered to the facility, that there is nothing they can do for me. I have already been in contact with ***, which was used for shipping, and they have sent me back to talk to Abercrombie and Fitch. I have repeatedly expressed to them that I only want a refund and they will not provide that to me.

  Business Response

  Date: 05/19/2025

  Hello ******,

  Thank you for contacting us via the Better Business Bureau regarding this matter!

  We understand that your earlier request for appeasement was denied. However, after conducting a thorough investigation, we have decided to provide you with a refund for your order. Please allow 3-5 business days for a refund of $102.10 to reflect on your Discover payment method. Additionally, our ************* Team sent an email to confirm that refund on May 18th, 2025, please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

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

  Customer Answer

  Date: 05/19/2025

  [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

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/24/2025, I placed an order with Abercrombie & Fitch, which included a Womens High Rise Slim Boot Trouser in Evening Gray. When my package arrived, it was sealed but missing this item. The charge for the missing item was $86.60.I contacted Abercrombie & Fitch customer service last week to report the issue. A representative apologized for the error and assured me that I would be issued a refund. However, on May 5th, I received a follow-up email stating that the refund decision had been reversed. Abercrombie claimed that they were no longer responsible for the package once it left their warehouse and directed me to contact their shipping partner, *******I followed their instructions and reached out to OnTrac. However, ****** informed me that they could not assist with missing contents in a sealed package and referred me back to Abercrombie. This cycle of redirection was frustrating and unproductive.I firmly believe that Abercrombie & Fitch is responsible for fulfilling my order accurately. The package appeared intact and unopened upon delivery, which suggests the item was never packed. Despite this, they have refused to refund or resend the missing item.

  Business Response

  Date: 05/19/2025

  Hello Han,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that one of your items was marked as delivered by the shipping carrier but was listed as missing..
  

  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 05/22/2025

  [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,
  
  Han Le

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on 5/3/2025 for products from Abercrombie for $113.95. I received a tracking page from Abercrombie when the package shipped. I never received a notification from either Abercrombie (which has always been the procedure), nor OnTrac the shipping company. I checked the status of the shipment this morning and the page Abercrombie gave me says shipped, if I check the separate OnTrac page it says delivered on 5/6. It is now 5/10. I go to check in person for my delivery and its nowhere to be found. Had I been contacted about the delivery, I would have picked it up immediately. I contacted Abercrombie on 5/10 and they refuse to refund, reship, or even DISCOUNT me on a new order. They effectively did nothing to ameliorate the issue. They also acknowledged via chat that several other customers have experienced this same issue. They told me to reach out to the shipping company (which there are SEVERAL online reports of drivers themselves stealing packages) and I was directed by an automated message twice to text a number for AI assistance. I received no assistance. Abercrombie said they sent my case to a special team to review it and they just responded to me telling me theres nothing they can do. So their business model is basically you may or may not get your package, either way we get paid. I am out over $100 with ZERO product. This is absolutely unacceptable. They cant even communicate with ****** well enough to update their OWN tracking webpages. They cannot guarantee a delivery that wont arrive via ******. This is absolutely unacceptable. I will never ever purchase from this company on line or in store again. I cannot afford the risk of not receiving products Ive spent my money on.

  Business Response

  Date: 05/13/2025

  Hello *****,

  Thank you for contacting us via the Better Business Bureau regarding this matter!

  We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved. Your order was approved for a refund, which should be on it's way to you very soon!  ***************** Team sent an email to confirm the refund details on May 10th, 2025, Please keep an eye out for that!  We sincerely appreciate your feedback and hope that we were able to make things right!

   

  Customer Care
  ********************** & ********************

  Customer Answer

  Date: 05/20/2025

  [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

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive ny hollister order on May 3, 2025. My package was marked as delivered however I didnt receive it. I contacted Hollister to seek resolution and was told i would receive an update through email. i received an email stating that i would not be refunded or sent a replacement due to delivery picture and to seek resolution with carrier. i contacted ***** as the delivery photo does not show my front door steps and the carrier was unable to file an investigation because hollister did not ship with signature. i was supposed to receive an additional update on May 7, 2925 but i havent been updated. My package was over $100 and should have been insured or required signature to ensure safe delivery. Hollister is not assisting me.

  Business Response

  Date: 05/09/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

  After another careful review of the tracking and photo proof of delivery provided by the carrier, the package does appear to have been delivered to the correct address listed on your order. As a result, and in line with our policies, were currently unable to move forward with a refund or replacement.
  
  That said, we do not want to dismiss your concerns. If you believe that the package was misdelivered despite the delivery confirmation, we kindly ask that you provide any documentation or evidence that shows the address the package was delivered to was not your own. Once we receive that, we would be happy to re-evaluate your case with our review team.
  
  In the meantime, for any future orders, we recommend choosing an alternate delivery address, a Pickup in Store option, or one of our Pickup Point locations for added security and peace of mind.
  
  Please let us know if youre able to obtain any further documentation or if theres anything else we can assist you with. please don't hesitate to reach out to us at ********************************************** call us at ************, or even chat with us on our website!
  
  

  Customer Care
  **********************

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 4/20/25 that was marked as delivered but I did not receive. I reached out to abercrombie customer service (CS) to receive help with this. I was told by a ** agent via email that I have included with this claim that they would be able to reship the order as a replacement to me. That proposed solution was satisfactory to me and I accepted it. A few days later, I received an email saying that they actually would not reship the order and that the order had be canceled without any explanation. I reached out to CS again via phone and was told they didn't know why that happened and would have to escalate to a "specialized team." I received a follow up via email saying that they couldn't reship the order because I have made requests about missing packages in the past. They listed three order numbers that they claim I have said were lost in the past, and I looked back at my Abercrombie account and have no record of any of the order numbers on my account. In my response, I let them know that I have no record of those order numbers and asked them to clarify. More importantly, I requested that they simply uncancel my order. I understand they can deny to reship the order - which was the solution THEY proposed, but I deserve to be able to ask the shipping carrier to try to recover the order. If the order is recovered and I need to make a return on any of the items then I am entitled to do so within their 30 day return policy. I have filed a claim with the shipping provider and they are in the middle of investigating the lost package. Everytime I have asked Abercrombie to simply uncancel the order they ignore me. I am looking for help getting them to uncancel this order so if I do receive the package I can make a return on any items I may need to return. I am still within the 30 day return window.

  Business Response

  Date: 05/08/2025

  Hello Madison,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 05/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23298707
  
  I am rejecting this response because: 
  
  Regards,
  
  Madison *********

• Initial Complaint

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered three items from Hollister. The package arrived with only two of the three items I ordered. I contacted customer care through chat and they told me they would request a replacement. I waited a week and didn't receive any email, so I contacted customer care again through chat where I was told a "specialized team" would get back to me. A few days later, I received an email telling me that their distribution center verified it was packed, and that they were not responsible for items lost in mail. However, my package was not damaged or open in any way; I was simply missing one item. There was no mail damage or theft. I didn't receive an item I paid for, yet I'm held responsible? This is so very frustrating; what am I supposed to do as a customer?*[I have screenshots of all of the chats that I can provide at request.]

  Business Response

  Date: 05/07/2025

  Hello ********,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was stated to be missing an item.
  
  Here at Hollister Co., 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 ************* team will be contacting you shortly via email. 
  
  
  *************
  HCo.

  Customer Answer

  Date: 05/14/2025

  I was provided a refund shortly after filing a complaint.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my order from Abercrombie to find my package of 12 items missing 4 items. I kindly contacted customer support to which they said no problem and said they would be sending me a replacement shipment that would arrive by Friday as I needed the items for then. The following day I got an email from Abercrombie saying they canceled my replacement shipment order. I followed up with customer service and their response was that once they ship the package it is out of their hands and the responsibility of the shipper. The issue is that the package was sealed shut and showed no defects. It is clear that Abercrombie made a mistake when packaging and that is fine I suppose, but they refuse to acknowledge that possibility and are having me pay for multiple items that I did not receive. I clearly wont be getting my clothes by Friday now so Id like my money back for the items that my package was missing.

  Customer Answer

  Date: 05/07/2025

  The purchase was for **** *******, it was Thomass account though that purchase was made on. Just to clear that up.

  Business Response

  Date: 05/07/2025

  Hello ******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was claimed to be missing 4 items.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not return or refund items delivered on a Sunday that were stolen from my porch. Only suggestion was to allow me to repurchase exactly the same items. Most businesses allow for replacements of stolen items.

  Business Response

  Date: 05/07/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 05/14/2025

  [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

  Date:05/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was left outside in ************* while I wasnt home. No one was there to accept the package. When I got home the package was no longer there and none of my neighbors have it. I contacted the shipping company who said reimbursement isnt their responsibility. I then contacted ********************************* who said they will not refund or send replacement items for stolen packages. They refused to me to help me.

  Business Response

  Date: 05/06/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your shipment was marked as delivered by the shipping carrier but unable to be located.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 05/14/2025

  [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

  Date:05/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Abercrombie & Fitch, which according to tracking was marked as delivered on April 25 and 29, 2025. However, I never received either package. I contacted their customer service promptly to report the issue and requested either a replacement or a refund. Despite confirming that the packages were marked as delivered to the correct address, I explained that I did not receive them and that I had no knowledge of their delivery.Abercrombie & Fitch denied any form of compensation, stating that since the packages were marked as delivered, they would not move forward with my request. They advised me to report the matter to local authorities, which I find unreasonable for a retail transaction, especially given I have acted in good faith and reported the issue immediately.I believe this is poor customer service and an unfair resolution, as I am now left without the products I paid for, with no support from the company. I am seeking assistance through the Better Business Bureau to help resolve this matter and obtain a refund.

  Business Response

  Date: 05/02/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carriers but unable to be located.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 
  
  
  *************
  ********************** & ********************

  Customer Answer

  Date: 05/02/2025

  [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,
  
  ******* *.