Business Profile

Clothing

Anthropologie

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

352 total complaints in the last 3 years.
153 complaints closed in the last 12 months.

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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:11/18/2023
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.
Hello, I am emailing to report an issue with **********. My **** chair came damaged in transit, and I had to return the chair as it was not to my standards on October 18th in the evening. I still have not received my refund for my chair as it was damaged, and I am asking what can be done about the issue as I have not received my chair in nice conditions.Can you please advise? We love Anthropologie and order here once a month
Business Response
Date: 11/27/2023
In reference to the refund that is being requested for the dining chair, we have not been permitted to pick up the chair. The item must be picked up before we can move forward with a refund or an exchange.
Customer Answer
Date: 11/27/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Hello, the chair has been picked up. And I have been asked directly from the merchant ****** that the item has been picked and I would like a refund or exchange, to which I replied with Refund.
Regards,

*** ***** *********************************
Business Response
Date: 11/27/2023
After further review with our Furniture Team, we have confirmed that ***** has not picked up the Handcarved Menagerie **** Armchair from order **********. A refund will not be issued until this item has been received in our warehouse.
Customer Answer
Date: 11/27/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The chair has been picked up and I was told I would be issued a refund back to the original payment method ..
Regards,

*** ***** *********************************
Customer Answer
Date: 12/12/2023
Thank you
Initial Complaint
Date:11/17/2023
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.
About 6 years ago I purchased a quilt from Anthropologie and it came with defective shams I contacted them about this including pictures and they said I could keep the defective items for a refund, or I could send the item back and they would send me a new one. I decided to keep the item and just make it work because I was in the middle of a move and didn't have time for the hassle. Flash forward and this company put a hold on my account because they claim that I owed them the defective item because I received a refund already. This was something that was supposed to be resolved in 2019 when I told them i decided to keep the quilt. Now I am not allowed to order from any of their stores, and when I contact customer service (which I have many times) no one is able to figure out why the hold is still on my account or how to remove it after explaining the situation. I have seen a lot of other negative reviews with similar situations, and it really appears as if this company just doesn't want to deal with customers. They will just block your account and treat you like a criminal when all you want to do is purchase an item!
Business Response
Date: 11/25/2023
*******,
We notice that you have the hold on your account because you received a full refund and we never got the ******** King Qlt back. As stated in your information provided, if you would like to call our order processing department and pay for the quilt you ended up keeping. The hold will be removed and you can continue to shop with our company. Please reach out to ************ and any associate will assist with order # **********.

Sincerely,
*****
Customer Answer
Date: 11/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I was told to keep the defective quilt and I would get a refund, rather than them sending me a new, not defective quilt. I was never supposed to owe them money for a new quilt because I didn't receive a new quilt. The refund was for my defective one.

Regards,

*******************************
Business Response
Date: 11/28/2023
Hello,

Since you ended up keeping the original item instead of returning it. We can offer a discount of 60% off and request that you pay $158.00to remove the hold off your account. Let us know and we will get everything set up for the payment.

Sincerely,

*****
Customer Answer
Date: 11/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I am not paying to have a hold taken off my account because those were not the terms of my refund over 6 years ago when customer service originally told me I could keep the defective quilt in exchange for a refund.
Regards,

*******************************
Business Response
Date: 11/28/2023
*******,
The only department that has the power to waive this hold and removed it because of the merchandise never being returned is the Fraud department. Please contact them at ************** for additional assistance.
Sincerely,
*****
Customer Answer
Date: 11/29/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The business had plenty of opportunity to fix this issue over the past 6 years, and they still say there is nothing they can do. ********* ******* put the hold on my account, they can take it off but are choosing not to in order to make money off of me. I should not have to pay for their mistake.

Regards,

*******************************
Business Response
Date: 11/30/2023
*******,

The only department that has the power to waive this hold and removed it because of the merchandise never being returned is the Fraud department. Please contact them at ************** for additional assistance.
Sincerely,
*****
Customer Answer
Date: 12/01/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: They are not trying to resolve the issue, they're just repeating the same excuse.

Regards,

*******************************
Business Response
Date: 12/01/2023
*******,

The only department that has the power to waive this hold and removed it because of the merchandise never being returned is the Fraud department. Please contact them at ************** for additional assistance.

Sincerely,
Initial Complaint
Date:11/16/2023
Type:Delivery 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.
Ordered on ***** sneakers and received them in “used” condition. Tried calling CSR but didn’t help, didn’t try to transfer to supervisor because she said no one is picking up. Order number **********
Business Response
Date: 11/22/2023
A full refund was issued to you for the order on November 20, 2023. The refund was applied to your original form of payment ***** ending in ****). Please allow 1 to 3 business days (from the 20th) for the refund to reflect in your account.
Initial Complaint
Date:11/16/2023
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.
Anthropologie and Urban Outfitters are running a 40 percent off sale. When looking for products on ****** (search engine) a sponsored ad appears reflecting the sale and 40 percent off price. However, this is not an accurate representation and products are not discounted. When talking with their customer service they said there is nothing they can do. They are falsey representing prices through sponsored ads. I have added pictures of the two products I was attempting to purchase at the sale price listed.
Business Response
Date: 11/21/2023
we cannot honor the sale from looking at items from a 3rd part site. Please shop
www.urbannoutfitters.com
www.anthropologie.com
Initial Complaint
Date:11/14/2023
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.
I ordered over $1500 worth of goods from Anthropologie - including ay coat with a detachable vest. Upon receiving my order - the only item I received was the vest (missing coat). When I called anthropologie, they acted as if I was lying and assured me BOTH items would come together, well they did not. I simply want a NEW coat and vest so I can properly return my other half-missing item. I've been a customer for YEARS and have spent thousands of dollars only for customer service to be rude and unhelpful
Business Response
Date: 11/15/2023
We are sorry to hear of this experience. After review of this order, I have confirmed that the **** * *** ****** Trench Coat was refunded from order ********** and a new order, ********** has been placed.
Business Response
Date: 11/15/2023
We are sorry to hear of this experience. After review of this order, I have confirmed that the **** * *** ****** Trench Coat was refunded from order ********** and a new order, ********** has been placed.
Initial Complaint
Date:11/04/2023
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.
My order ORDER NUMBER: ********** was said to be delivered over a week ago in 2 separate packages. One said delivered but was not left in my mail room or parcel locker, and the other one was supposed to be delivered 2 days after the first package and also had not appeared in my package room or parcel locker. It has been over a week and I have chatted with multiple anthropologie live chat individuals to recieve help and all they tell me is they are looking into it. I also have been in contact with the shipping agent and they said that it was most likely stolen or lost. I want my refund as it has been over a week i still dont have my items.
Business Response
Date: 11/13/2023
We are sorry to hear that you did not receive your packages. A full refund has been issued back to ****** for this order.
Initial Complaint
Date:10/29/2023
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 Anthropologie on 9/21 for $279.42, which I never received. After waiting for 3 weeks on 10/11 I contacted customer service & was told that it'd be shipped within 24 hours with expedited shipping, which again never happened. I got in contact with customer service again every day for the next few days & each time I was told it'd be shipped within 24 hours. The first few people told me that there was an issue at the warehouse & the last person told me that one of my items was damaged & there was no stock. On 10/19 I talked to customer service again, canceled my order & placed a new order as I needed it by a certain date and could no longer wait. The agent I spoke with agreed it might be faster that way & helped me through it. I replaced one product with a different item. I used my birthday discount code for my order on 9/21 so she told me 20% off would be applied to my new order too, but I'd have to place a new order without it and add expedited shipping first, and then I'd get refunded the difference and shipping reimbursed after she adjusted the price. On 10/22 new charges popped up in my account - $115.89 & $279.42 pending. $115.89 charge was the amount I should get refunded for my 10/19 order. My card was charged $455.68 when I placed my 2nd order, but by 10/22 my account shows I paid $339.79 ($455.68-20% off the total + shipping $30.95 + tax difference). My order status still shows my 1st order isn't canceled so I spoke with a manager & she said it couldn't be canceled as it was in process to ship & they never charged me $115.89. I sent them screenshots of my bank account. What's happening is they charge me trying to fulfill my order but as it can't be fulfilled the charge expires in 7 days. Then they repeat it. Since they can't cancel, this continues so I had to get a new bank card. $279.42 has always been unavailable to use since 9/21 & now $115.89 also. She told me to talk to my bank but they say it's not them.
Business Response
Date: 11/13/2023
Per our records, order ********** was successfully cancelled on November 1. A request was sent to the Home Office of the bank the customer banks with on October 27th and can take anywhere from 3-45 business days for resolution. As for a charge of $115.89, we have no records of this. We would suggest the customer dispute these charges.
Customer Answer
Date: 11/14/2023
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
*** ****
Initial Complaint
Date:10/25/2023
Type:Sales and Advertising 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 sought to return a purchase from Anthropologie on 9/9/23. Because the return feature online was broken, I contacted a customer service rep via chat. That person created a label for me to use for both items I wished to return: a skirt and a pair of boots. I told the person I needed to return them in different packages because they were shipped separately and I was using the same packaging. He told me to use the single label on both packages. I returned both items at the post office 9/10/2023. The tracking number shows that they were received 9/15/2023. The skirt return was finally processed and refunded 10/2/23. The boots have still not been refunded. I have contacted customer service by email, chat, and phone. The representatives via email advised me that you can only use one label per package, but did not respond to the fact that their employee had advised me differently and given me the label to use. This is the second return that Anthropologie has lost in the past year. I have never had this issue with another company. The customer service has been both unhelpful and lacking in knowledge of their own policies. I'll also note that you cannot return shoes in the store, so I had to ship these. The tracking number is: **************************.
Business Response
Date: 11/06/2023
The same Smart label should never be used on different packages and I apologize if this wrong information was provided to you. I have refunded the boots on the order and the refund should appear within 3 business days.
Customer Answer
Date: 11/06/2023
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************
Initial Complaint
Date:10/20/2023
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 ordered a lobster lamp for my sons nursery on 06/07/2023 that was on sale for $137.71 with tax/shipping. The lamp came damaged with scratches and had a foul odor. I contacted costumer support and sent pictures to show the condition the lamp was in. I was told to keep it and they would be sending a new one. I didn’t even want the extra lamp, what was I going to do with two lobster lamps? Especially one that smelled and looked horrible. Fast forward 4 months and multiple purchases later. I go to place another order online and it’s immediately cancelled. I’ve spent thousands and thousands of dollars at Anthropologie. I’ve furnished most of my home with their furniture and have never had orders cancelled for no reason or explanation. I call customer service and am told my account is locked for not returning the lamp that I was told to keep in June! I’m in shock!! Why didn’t I receive a single follow up email saying they made a mistake and I need to send back the lamp that I didn’t even want instead of locking my account 4 months later.
Business Response
Date: 10/26/2023
Thank you for contacting us. We apologize for the issues that you are currently having with your account. It looks like we were able to resolve the hold on your account on October 23rd & you were able to successfully place a new order the same day. We apologize for any inconveniences that this may have caused. Thank you for shopping with us.
Initial Complaint
Date:10/17/2023
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.
I originally placed an order on sept 23,2023 to Anthropologie (Order #: **********). The shoes I ordered said they were on back order until 10/2/23, which I was fine waiting for. On sept 27, I received an email that part of my order had shipped (the shoes on back order). On the 28th, I received them however in the wrong color. I then used their chat service to hopefully fix the problem. All I wanted was to return the wrong ones, and get the correct ones reordered, even if back ordered. The customer service agent was of little help, as they said they cannot process it since they are back ordered. I contacted Anthropologie a few days later by phone, and was told this time that the correct shoes are being re ordered and I will receive a confirmation email for this within 48 hours. I was also sent a return label to return the incorrect pair or shoes by mail. I returned the package to USPS. A week went by without any email notification of any new order or change to existing one. I contacted them again by chat, this time with no explanation why this occurred, and asked for a refund instead. They told me the put in a refund request and I should receive email confirmation within 48 hours. Still no emails whatsoever regarding this order after a whole week. Now, yesterday 10/16 I followed up asking for an update. They said there was no refund processed and also, that the shoes cannot be re ordered since they are out of stock/ back ordered. I replied I would still like the refund asap, they responded they will expediditr this concern and I should receive email confirmation within 24 hours. Still nothing, so I am concerned there is actually nothing happening on their end. The shoes were $90 and I still did want to re order them, and was told they couldn’t. I now expect Anthropologie to put in an order for the correct shoes i originally ordered, and also to receive a refund for the item, as this conduct from a business should not be tolerated as a paying, supporting customer.
Business Response
Date: 10/18/2023
Hello,
Thank you for getting in contact with us. A refund was issued on October 17, 2023 for $90.00 to ********. Since a refund has been issued we cannot reship the item. A 20% off promo code has been sent in a separate email if you choose to replace the order for the *** ******* *** Sneakers. I apologize for any inconvenience this may have caused.
Customer Answer
Date: 10/18/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I do not accept the company’s response to not issue a replacement item. It is completely unreasonable to not fix their own mistake and replace the item that was sent in the wrong color. I did not ever request a refund, this was done by the chat agent that said they were in the process of replacing AND refunding the item. There is no reason the company couldn’t replace the item, as is common courtesy from decent companies that made a mistake. They have my shipping address and initial order details, so they know how to replace the item. In addition, I have received no emails from Anthropologie with any coupon, as you can see in attached photo, so that is false. Typically, customer derive from clothing and retail brands are FAR more helpful and responsive, and eager to fix their own mistakes for the costumer. I don’t know why they think a 20% off coupon solves any issue. Just replace the shoes please, it’s very simple. Thanks, have a great day.
Regards,

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

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Anthropologie is NOT a BBB Accredited Business.