Reviews

This profile includes reviews 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

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  Abercrombie & Fitch

  PO Box 182168 Columbus, OH 43218-2168

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  Abercrombie & Fitch

  5043 Tuttle Crossing Blvd Dublin, OH 43016-1511

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  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

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  Hollister

  1 N Galleria Dr Middletown, NY 10941-3032

Review Details

• Review fromErin G

  Date: 12/01/2024

  1 star

  Erin G

  Date: 12/01/2024

  Abercrombie's policy on stolen packages is absolutely unacceptable. Despite being a massive company, they offer no buyer protection and continue to rely on ******* shipping partner notorious for issues. When my package was stolen within two hours of delivery, Abercrombie's solution was to let me repurchase the items at the same price with free shipping. Meanwhile, another retailer fully refunded my stolen package with no hassle when a replacement wasn't in stock. Abercrombie's suggestion to "seek help from local authorities" is laughable and entirely unhelpful. They also threw in a one-time 20% discount, as if I'd ever shop with them again. I had another $400 order delivered successfully the day before, that is over $600 spent in one weekend. Are you KIDDING me?The responsibility for ensuring package delivery lies with Abercrombie and their shipping partnernot the customer. Its absurd to shift the burden to consumers, especially loyal ones like me who have spent thousands of dollars with the brand in the past year. With so many other brands, like Revolve and Quince, offering better service and buyer protection, theres no reason to stick with a company that treats its customers so poorly. Due to their archaic policies and complete lack of accountability, Ill never spend another dollar at Abercrombie. There are far better options out there.

  Abercrombie & Fitch

  Date: 12/03/2024

  Hello ****,

  
  Thank you for taking the time to reach out!  We would like to express our heartfelt apologies for any inconvenience you may have encountered by your order being stolen, especially given this busy time of the year!

  Our Research and Resolution team takes great care in reviewing all requests, and they have taken the time to re-evaluate your recent request for order 21132063390.
  
  As a gesture of goodwill, we are pleased to inform you that we have reversed the previous denial, and your refund was approved on 12/3/24. The amount of $127.50 has been processed back to your Mastercard. You can expect to see this amount reflected within the next 3-5 business days.
  

  In the future, if you are concerned about your packages arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. If you are concerned about your packages arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations.

  Additionally, if a similar incident occurs and you believe that your packages have been stolen, we 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 departments investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ************.

  
  

  Abercrombie & Fitch

  Date: 12/03/2024

  Hello ****,

  We would like to offer a brief correction of our last response. We meant to state that your order was 21136516422. That order was refunded and $127.50 has been processed back to your Mastercard. We apologize for any confusion or concern this has caused you! If we can help with anything else, please don't hesitate to reach back out to us at ***************************************************************************.

• Review fromCynthia K

  Date: 11/22/2024

  1 star

  Cynthia K

  Date: 11/22/2024

  Abercrombie's shipping partner ****** completely misplaced my order and delivered it to a wrong address that was not the address on the package. Ontrac marked this delivery as "Completed" and attached a picture for proof, however, the picture was not my house and did not have any identifiable markers for me to investigate.I contacted Abercrombie customer support immediately, showing a picture of the front of my house. They at first offered to replace my package, and then changed their mind a few days later saying they will not honor the replacement and I should seek help via "local authorities". 1 - Why would Abercrombie offer to resolve my issue and then change their decision? This whiplash is not a satisfactory way to handle customer service requests.2 - How would I be able to ask my local authorities to help without any leads as to where OnTrac delivered it to? Abercrombie has the partner relationship with ****** and should lead the investigation, instead of putting the burden on the consumer. It seems like they are asking me / the local policy to walk down every street in my city with hopes of matching the house on the picture!Thankfully I was able to dispute the charge through my credit card company (shout-out to Chase ******** ******* benefits). I have been a loyal customer for many years with a high propensity to spend, but cannot justify continuing to spend with a company that does not prioritize customer satisfaction or even a basic fulfillment of the goods promised. There are plenty of other competitor brands out there that are more reliable (i.e. Revolve, Quince, **************) and I recommend you spend your dollars there instead.

  Abercrombie & Fitch

  Date: 11/27/2024

  Hello *******,
  
  We want to extend our sincerest apologies for the inconvenience you experienced with your order, as well as the initial denial of your reshipment/refund request. Our Research and Resolution team takes great care in reviewing all requests, and they have taken the time to re-evaluate your recent request for order 21132427880.
  
  As a gesture of goodwill, we are pleased to inform you that we have reversed the previous denial, and your refund was approved on 11/26/2024. The amount of $108.63 has been processed back to your ***** You can expect to see your refund reflected within the next 3-5 business days.
  
  If we can help with anything else, please, do not hesitate to reach back out to us at *************************************************************************** with any other questions or concerns you may have; wed be happy to help!
  

• Review fromOssie C

  Date: 11/21/2024

  1 star

  Ossie C

  Date: 11/21/2024

  Urgent: Resolution Required for Incorrect Shipment and Refund I am writing to express my serious concern and frustration regarding your mishandling of my order and the lack of accountability demonstrated by your team. This is not only highly unprofessional but also borders on unethical and illegal business ************ recap:Order 1 (): Arrived correctly with no issues.Order 2 (): Arrived attached to Order 1 but contained the wrong items. Instead of the 3 items I purchased (2 shirts and 1 pair of shorts), the package included entirely different Abercrombie items with tags, despite the correct packing slip being enclosed. This mistake was on your end, not mine.After 3 calls, Your customer service team initially assured me that the correct items would be resent and that I should donate the incorrect items. However, without any explanation, I received a 3 rude follow-up emails stating that the reorder was canceled with no explanation. I am entitled to the items I purchased or a full refund. Refusing to fulfill my paid order or provide a valid explanation for your decision constitutes a clear breach of consumer rights and fair business practices.

  Abercrombie & Fitch

  Date: 11/27/2024

  Hello *****,

  Thank you for taking the time to reach out!  We are so sorry your experience regarding your recent order wasn't the best. We are thrilled to confirm that your order was approved for a refund!

  Our ************* Team recently sent an email to confirm that the refund was issued on November 27th, 2024. Please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

   

  Ossie C

  Date: 12/02/2024

  Hello - Abercrombie customer service just gave a partial credit few days ago - yet still blamed me. There is no reason to not give me full credit. I responded to customer service and as usual they ignored me. There clearly is a problem at your distribution fulfillment center mid-packing orders and you refuse to take accountability.Keeping my money while making errors with your distribution is fraud.

• Review fromDiana M

  Date: 11/09/2024

  1 star

  Diana M

  Date: 11/09/2024

  I ordered a cardigan and **** set that retails for $90 along with other items. When I received my package the cami was missing from the set. I contacted customer service and they said they will send a replacement set. A couple hours later I received an email saying they cancelled the order and have confirmed with the distribution center that all items were put in the package and are blaming it on theft off my porch. Why would someone open a package, steal a cami from a set, leave everything else in the package, and reseal it perfectly. These people have no logic whatsoever. So I contacted them again and explained the situation again. They agreed to look it over. Again, I get an email saying theyre sorry and wont do anything about it. I replied to the email 2 more times saying all I want is to get what I paid for. Im not asking them to go above and beyond. They completely ignored me. I am just shocked. The distribution center has been messing up a lot. Last month I ordered a wool trench for $180 and that was missing from a large order. Thank fully they agreed to refund me for that. I am now hesitant to shop there even though 95% of my closet is A&F. So disappointed in the company.

  Abercrombie & Fitch

  Date: 11/11/2024

  Hi *****, Thank you for taking the time to share your feedback with us and bringing this issue of your missing item to our attention! Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We are truly sorry to hear you have had troubles getting your Cable *********** Cardigan Set replaced after only receiving half of this set in your order!We would advise you to create an exchange with us online to get the piece of this set you ordered returned. Once you have created the exchange with us online you will receive an email confirmation for the return and within that email will be a return shipping label you can print off to ship the one piece of the set cardigan set back to us. After we have received your return we will get an exchange shipped out to you for the full cardigan set. If we can help with anything else, please, do not hesitate to reach back out to us at ************************************************* with any other questions or concerns you may have

• Review fromAmy W

  Date: 11/08/2024

  1 star
  Terrible company to deal with. I am still waiting on a refund, that I have a receipt for, since 10/25/24. The representative that I first spoke with was unable to properly send my case along and now I have to wait even longer. Had I not checked with them again I would still be waiting without any idea as to what is going on. Maybe they are going bankrupt? No other company I have dealt with is this inefficient. To anyone reading this, I highly recommend shopping elsewhere. This company does not value their customers. Disappointing.

• Review fromBritta P

  Date: 11/03/2024

  1 star

  Britta P

  Date: 11/03/2024

  BUYER BEWARE : videotape all unboxing of packages. Items are always missing. If you report it twice you are flagged and they will not refund or assist. Aka - steal your money!! Recommend do not order online is at all possible.

  Abercrombie & Fitch

  Date: 11/06/2024

  Hi ******, Thank you for taking the time to reach out! We are so sorry your experience wasn't the best shopping with Hollister Co. due to the fact of missing items in your order! We have reviewed your concerns regarding these missing items along with reviewing your recent contact history with our customer care associates. We are happy to confirm that it does appear as though this issue was resolved as November 3rd, when we refunded for you missing items in the amount of $66.91. This refund was issued back to your **** ending in 0770 and typically takes 3-5 business days from the date it was processed to reflect back to your card. Here at ***, we are always looking for ways to improve and ensure each and everyone of our customers have a positive experience each time they shop with us. We hope that you will give us another chance to make your next order just right for you! If we can help with anything else, please, do not hesitate to reach back out to us at ********************************************** We are more than happy to help out!

• Review fromArmaan D

  Date: 10/24/2024

  1 star

  Armaan D

  Date: 10/24/2024

  I contacted them multiple times last year after they did not deliver my items to me correctly. The customer representatives are out sourced from 3rd world countries and dont understand. The representative I spoke with initially stated that he would issue me a refund. Upon waiting a few weeks I called back and was told I should receive the refund and to wait a few days for processing. After this I waited and waited and called 5 more times being told a refund would be processed. I never received that refund till date. Awful customer service, they kept my money and didnt give me anything in return.

  Abercrombie & Fitch

  Date: 11/06/2024

  Hi ******* Thank you for taking the time to reach out! We are sorry to hear that you had delivery issues with a previous order and are currently still awaiting a refund! We would like the opportunity to connect with you via email to address your concerns in further detail, therefore, a member of our ************* team will be reaching out to you shortly. Please keep an eye out for that email since we have a few questions for you in order to assist you with your concerns.

• Review fromEmily G

  Date: 10/24/2024

  1 star

  Emily G

  Date: 10/24/2024

  I want to start by saying I've been a loyal shopper for many years and never had a problem with customer service until recently. I ordered over $300 worth of clothes, and an item was missing from the sealed poly mailer that was listed on the packing slip. I reported this to customer service and asked for a refund or reship. The request was approved, then cancelled 3 hours later. I tried appealing the decision over the phone, but was denied again. They clearly have a problem with their distribution center, however they blamed their mistake on theft and recommended I speak to the police. How and why would someone open a bag of $300 worth of merchandise, take 1 $34 t-shirt, leave the rest, and then reseal the bag perfectly? Flimsy logic in my opinion.A warning to anyone ordering online: Do not expect good customer service if something goes wrong with your order. A&F would rather you have to contact them 3+ times and dispute the charge with your credit card than give you a cent of the money you're owed or the merchandise you paid for.

  Abercrombie & Fitch

  Date: 10/28/2024

  Hi *****, Thank you for taking the time to reach out! We are so sorry to hear your experience wasn't the best while conversing with our ************* and Research and Resolutions teams. We have been able to review your order *********** once again and are happy to confirm that a refund has been issued for the missing tee in your order. Please allow 3-5 business days for the refund of $36.47 to reflect to your **** ending in 5643. We sincerely appreciate your feedback and look forward to making your next experience with Abercrombie & Fitch that much better!

  Abercrombie & Fitch

  Date: 10/28/2024

  Hi *****, Thank you for taking the time to reach out! We are so sorry to hear your experience wasn't the best while conversing with our ************* and Research and Resolutions teams. We have been able to review your order *********** once again and are happy to confirm that a refund has been issued for the missing tee in your order. Please allow 3-5 business days for the refund of $36.47 to reflect to your **** ending in 5643. We sincerely appreciate your feedback and look forward to making your next experience with Abercrombie & Fitch that much better!

• Review fromClaire S

  Date: 10/03/2024

  1 star

  Claire S

  Date: 10/03/2024

  Bought jeans from here last month online. They arrived and didn't fit right so I wanted to exchange to a difference size. Sent my item back and it shows as delivered a week ago now. Have contacted them twice and still no update on the new item being sent out. Keep being told to wait. Finally ask them to just cancel it and refund me. They said they can't send me any proof of a refund and I just get sent an email that my refund request has been cancelled. I call again and they claim they will refund but I have yet so see anything so I have no faith anymore. I've shopped here often with no issues online, but the customer service is so horrible. Seems like they all read from the same script as multiple **** used the exact same language. All I wanted was my order in a different size and now it's become an even bigger issue of them tying up my money with their length refund process (which again I have no tracking number or confirmation of, so who knows if it's even actually happening). Can't believe such a large company has such awful practices, customer service, and policy.

  Abercrombie & Fitch

  Date: 10/07/2024

  Hi ******, Thank you for taking the time to reach out! We are sorry to hear you have not had a pleasant expereince with our return process! We have been able to review your return and refund status and are happy to confirm that a refund in the amount of $94.62 was issued to your Apple Pay account on October 3rd for the return you made. Typically it takes 3-5 business days for a refund to reflect back to your account. We sincerely appreciate your feedback on our return process since we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. If we can help with anything else, please, do not hesitate to reach back out to us at ************************************************* with any other questions or concerns you may have; wed be more than happy to help!

• Review fromJorge Q

  Date: 09/17/2024

  1 star

  Jorge Q

  Date: 09/17/2024

  Was gifted jeans from here on October 2023. A few weeks later I returned one of the jeans and received the amount on a "merchandise card." I had the card saved for when I found something I wanted to purchase. I was never notified that I had a "30 day" limit to check the amount on the card, and was only notified of this once I reached customer service online. I went to make a purchase today for the first time using this card and it says I only have $17 on it, and as we all know Abercrombie jeans are not no $17. I contact customer service and was notified that they conveniently cannot check any records older than 6 months. The representative suggested I visit the store again, but I do not live in the area anymore, so my money is basically being stolen. I don't have the product or the money, so these people are just keeping my money.

  Abercrombie & Fitch

  Date: 09/19/2024

  Hi *****, Thank you for taking the time to share your feedback with us and bring this issue to light. Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us or contact us for assistance. We are truly sorry for the misinformation received in your recent chat conversation with one of our customer care agents! We have been able to look up your order *********** placed in October of 2023 and review the store return details. The gift card received has been checked for you and we are happy to confirm that a balance of $63.39 remains on this card. You can apply the balance of your gift card ending in **************************************************** any of our US store locations. If we can help with anything else or you have any further questions, please, do not hesitate to reach back out to us at ************************************************** We are happy to help!