Business Profile

Fashion Accessories

Abercrombie & Fitch

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

679 total complaints in the last 3 years.
341 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/09/2025
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:05/07/2025
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,

******* *.
Initial Complaint
Date:05/01/2025
Type:Product 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.
Complaint Description:On February 4, 2025, I placed an online order with Abercrombie & Fitch for six mens t-shirts. After receiving the items and finding they did not meet expectations, I returned the complete order on February 20, 2025, within the return window and in unworn, unused condition.Despite following Abercrombies return policy, I was later informed that my return was denied because the items were allegedly used or worn. This is not true the shirts were not used or worn, and they were returned in the same condition in which they were received. Furthermore, Abercrombie & Fitch has refused to issue a refund and is also refusing to return the merchandise to **** have contacted customer service with no resolution. As a result, I am left without my purchased items or a refund, which I believe is unfair and unethical.Desired Resolution:I am requesting a full refund for the six t-shirts returned on February 20, 2025. If Abercrombie & Fitch will not issue a refund, I request the return of the original items.
Business Response
Date: 05/02/2025
Hello Kaitlyn,

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

Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop or return items 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.

*************
********************** & ********************
Initial Complaint
Date:05/01/2025
Type:Product 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.
April 14th 2025 I submitted six items for return for Abercrombie & Fitch kids I was supplied with a return QR code and I was told that $10 would be minus from the store credit for this return. I checked the status of the refund and it said canceled so I emailed customer service and they stated that the items were not received and so therefore the return was canceled.I supplied them with the ***** tracking number the date it was sent and the date it shows it was received by the facility which was 4/18/2025. I also supplied them with the original order number and then the return order number and they still said that facility did their due diligence and said that the items were not in the package. That is impossible I went to ***** and shipped six items for return with the code that they gave me. I'm extremely disappointed as they are telling me now that I have to provide proof that I sent the items I don't have the items and I've explained that to customer service twice now via email. It was supposed to be a store credit for about $138 and that's all I'm asking for as I know longer am in possession of the 6 items I returned. I have read some other complaints online and it seems that this is typical and very concerning and seems like shady business practices.
Business Response
Date: 05/05/2025
Hello ********,
Thank you for contacting us via the Better Business Bureau regarding this matter!
We've reviewed the communication from our customer care team and did notice that a mistake was made in relaying why your return was canceled. However, that mistake was subsequently corrected by another agent afterward. Regrettably, your return was canceled because the your return did not adhere to our return policy.
When making a return at Abercrombie & Fitch, you have ******************************************* actual delivery date of your last shipment, whichever date is later, to return items in-store or by mail for a full refund to your original payment method. VIP myAbercrombie members receive an additional 30 days, for a total of 60 days to make returns. However, for VIP members, returns made after 30 days are only eligible to receive merchandise credit. Additionally, items must be in their original condition and select merchandise will be accompanied with a tag that must stay attached to return or exchange the item.
You can copy and paste the following link to view our return policy in full:
*********************************************************************************
Although you are a VIP member, your order was placed in July of 2024 and is far past the 30 and 60 day return period. Your items were also noted to have been worn/used. As such, your returned items didn't adhere to our return policy and your return was canceled.
We appreciate your understanding in this matter and want to emphasize that making this decision was not taken lightly.
Thank you for your attention.

Customer Care
********************** & ********************
Customer Answer
Date: 05/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23274123

I am rejecting this response because: I know the policy. I called customer service and they knew I had washed the items. That's why they shrunk horribly and she never wore them. 1 pair of jeans came with a button missing. The other was the wrong size. I don't live near a store so I have to ship everything. I explained that when I called. They said I could return them and to start the return online so I did. I KNOW I don't get a refund. It was for store credit.

Regards,

******** Majestic

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Abercrombie & Fitch is NOT a BBB Accredited Business.