Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I have been shopping from Abercrombie for the past 5 as our main source of clothing. This is the first issue *** ever reported to them. I could not locate my $584.92 order when I got home from work. Abercrombie provided no help and didnt even seem like they cared. They just told me I can re-buy the items so essentially pay double. I have never spoke with a customer service team that genuinely has 0 care for their customers.

  Business response

  02/07/2025

  Hello ******,
  
  Thank you for taking the time to review Abercrombie & Fitch on the Better Business Bureau website.
  
  My name is **** and I am a member of the **************** Leadership Team at our Global Home Office.  I wanted to reach out to be sure to follow up about your review regarding your missing shipment.  
  
  We are thrilled to confirm that your order was approved for a replacement package and it was marked delivered today! 

  We sincerely appreciate your feedback and look forward to making your next experience that much better! If you have any further questions or concerns, please let us know!
  
  Thank you for being the best part of A&F!

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

  Customer response

  02/07/2025

  [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

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for $350 and never received the package. They used On Trac as their delivery service and after days of being marked as delayed I reached out to On Tracs customer service on 1/26/25. They responded that the packaged was delivered on 1/25/25 at 2:45 pm. I have cameras on my doorbell, porch, and driveway. There was never a delivery. I reached out to Abercrombies customer service and they offered to 1. Refund or 2. Send a replacement package. I went ahead and ordered the same items from the previous lost order and requested a refund. They have denied the refund, after they already offered to give me one. This is ridiculous. I cant reach ****** and i filed a police report per abercrombies advice. This was the second order I have not received from them.I understand that this may not be entirely the companys fault but OnTrac clearly is a sketchy delivery service as there are many lost or stolen packages through them.

  Customer response

  01/29/2025

  **** ** <*****************************>
  Attachments
  11:39 AM (27 minutes ago)
  to disputeresolution
  

  Business response

  01/30/2025

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

  01/30/2025

  The company is issuing a refund of the lost/stolen package. Its disappointing that I had to go through BBB in order to get anything resolved. The inconsistency of their policy is frustrating. I wouldve appreciated if the company was more diligent with the carrier they used to deliver the package. ****** claims that the package was delivered but I have cameras all around the house and there was never a delivery. There was no proof of delivery nor any response back from ****** as I contacted them many times to resolve this issue. 
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** **

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a package online from Abercrombie and Fitch and even though the package said delivered I was unable to find the package after asking my neighbors my roommates and checking everywhere on the premises. I reached out to try to get it re-sent or at least a refund so I could repurchase but they said they would not even give me a refund and that I was just out of luck.

  Business response

  01/29/2025

  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 but not able 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 response

  01/29/2025

  [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

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered my item on Jan ********************************************************************************************** that if it wasn't going to arrive by Jan 22nd please reach back to them. Reached back to them and they said they can reorder, however item was out of stock so I opted for refund and the *** confirmed refund on my credit card on Jan 23rd. I later received an email saying my refund gift card arrived. I reached out to Abercrombie again and they told me that don't worry they'll email to their specialize service team and the issue will be resolved within 24- 48 hours and ASSURED me that the resolution is going to fast. I contacted them on Jan 25th as it wasn't resolved and they said to wait until the end of day and to contact again if it doesn't get resolved. Jan 26th I contacted them after it wasn't resolved and now the *** told me that I needed to wait 2-3 business days which contradicts what the previous two ***s told me. I'm getting tired of getting the run around by different customer service *** chasing for a refund for an item that I never received and to chase a mistake that they made in issuing me a gift card instead of my original payment method. Seems like the *** is just saying what they need to say in order to get me off the chat.

  Business response

  01/28/2025

  Hello *****,

  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to hear that your refund was sent incorrectly and you've been unable to have this matter fixed.

  Our specialized billing team has been very busy this time of year and we sincerely apologize for the delay in resolving this matter. There is good news! We've successfully reversed the refund sent to a git card!

  A refund of $96.99 with be issued to your **** within the next 3-5 business days. We hope that helps make things right!

  Thank you for your patience!
  
  ****
  Customer Care
  ********************** & ********************

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/22/2024 I had placed an order (Order: ***********) with Abercrombie and Fitch. This $193.96 was "delivered" on 8/24/2024. The package was left outside, despite my instruction to leave it inside the building. When I went to locate the package I was unable to find it where it was shown in the photo and it was no where to be found in my building. After contacting my building's management team, and searching everywhere I could think of on the premise, I contacted Abercrombie's customer service and was given no help with my issue, no compensation, no credit, nothing. On 1/14/2025 I placed another order (Order: ***********) from Abercrombie for $107.12. This order was delivered on 1/21/25. However, this package is also missing and was not delivered "correctly". Again, I contacted my building's management and have searched the premises, but have been unable to locate this package. I reached out to Abercrombie's customer service and again was told there was nothing they could do- even if I filed a police report. Also- this package was left outside by a random locked side door to my apartment building when there is an obvious main entrance. At this point, after having done some research, I see that many customers have this issue with **********************. I am frustrated that I have received no compensation or assistance with this issue, and I am even more frustrated that it is an issue with the delivery being proper, yet I am not at over a $300 loss. I have uploaded screenshots of the first order communication and proof of delivery, however I do not have screenshots of the second order communication.

  Business response

  01/22/2025

  Hello *********,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your orders have been delivered but not received.
  
  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 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. 
  
  Please be on the lookout for that email!
  
  
  ****
  *************
  ********************** & ********************

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A week ago I tried placing an order for about $1000 worth of clothes for a trip I have at the end of this month.The order would not go through and kept getting denied. I tried every single card I own multiple times. No luck. This was very stressful considering I needed the clothes before my trip.Instead I had to give up and email the email address that the error message gave me and hope they would help quickly (which is akin to hoping for a miracle).I also called in as well hoping for quicker help, which was of no use at all as all the *** did was tell me there was nothing they can do and to email the email from the error message and then pushed me off the phone.3 hours after emailing the team from the error message they said they were denying my orders for "security" and that I needed to provide drivers license and a piece of mail with my address on it. This was my first ever order online with Abercrombie and they asked for this! I immediately provided the info, despite having to dig through my trash to find some ******** it's been 4 days and they've ignored me ever since! This is after being told it would be ***** hours.I believe I've been being discriminated against due to my gender and race (after having given them my literal ID). And have been getting the run around from all of their agents who provide zero help and barely speak/type English. Now I probably will never get my clothes before my trip and I've wasted hours shopping at their online store and dealing with their ***s for nothing.

  Business response

  01/23/2025

  Hello ****,

  Thank you for contacting us via the Better Business Bureau! We're very sorry that you've been unable to receive a resolution 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 with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team has contacted you via email. 
  
  Please be on the lookout for that email!
  
  

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

  Customer response

  01/24/2025

  [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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on December 1st from Abercrombie and Fitch. The order consisted of a winter coat and sweater for my daughter. The order totaled $76.55. I received an email stating that it was delayed in shipping on December 6th. By December 16th it said it had arrived in *********** where I live. 15 days later, the package was said to be delivered on December 31st at 11:30pm at night. I have cameras and it was never delivered at almost midnight or anytime that day or evening. I was home and carriers do not deliver at that time of night. I reached out to Abercrombie numerous times and they told me that they would send out a replacement, but then I receive an email stating that they wont. Every time I call, they tell me that I cannot talk to anyone else and that I can only email the resolution department. When I email the resolution department, they never email me back. I have contacted the carrier and they have not responded. It is now January 21st. Abercrombie refuses to resend or refund my purchase and refuses to allow me to talk to anyone that can explain to me why.

  Business response

  01/21/2025

  Hello *****,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order wasn't received.

  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 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. 

  
  Please be on the lookout for that email!
  
  
  ****
  *************
  ********************** & ********************

• Initial Complaint

  01/20/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 16, I placed an order on Abercrombie and Fitch. As an international customer, my card typically triggers a hold on such orders, requiring a confirmation call, which I promptly agreed to when contacted. I have a locker in ***** where I usually receive my shipments, and I normally include the locker name next to my name to avoid shipping delays. Since this website doesn't provide separate fields for the cardholder's name and shipping name, they placed a block on my account due to potential fraud concerns, which I understand.The issue arose when, throughout the entire week, I repeatedly emailed this company providing every piece of personal information they requested (I have attached the complete communication history with the company). I have sent:Complete information for my Miami-based locker A PDF copy of my identification Physical mail from my car dealership containing my name, billing address, and personal information A photograph of myself holding my ID Pictures of my driver's license alongside the physical mail documents to further verify my identity Despite providing all this documentation, they have decided to maintain the hold for reasons unknown to me, which I find potentially discriminatory. As evidenced, I have been very responsive, yet this company continues to request information I have already provided without any logical explanation for this ongoing issue.

  Business response

  01/22/2025

  Hello ****,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was canceled and that your account was locked as well.

  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. 
  
  Please be on the lookout for that email!
  
  
  ****
  *************
  ********************** & ********************

  Customer response

  01/22/2025

  [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,
  
  **** Martin ******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 3 Women's The A&F ********************* Midi Dresses. I was told via email they would arrive Friday, January 17th, so I was planning to take off work to get the packages when they arrived. The day of the 15th I get an email saying they are now arriving. They were delivered, and I was home 2 hours later but they were gone. Im assuming stolen. I called Abercrombie and Fitch and they refused to provide a refund.

  Business response

  01/17/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was delivered and potentially stolen.
  
  We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team has contacted you via email. 
  
  Please be on the lookout for their email!
  
  
  ****
  *************
  ********************** & ********************

  Customer response

  01/24/2025

  [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

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello! On December 19th, I purchased a product from Abercrombie & Fitch's website (***************) and subsequently received a defective and used version of the product. The product had multiple small holes in the fabric, the lining was extremely pilled, and the material was very stretched. I've been ordering clothes from Abercrombie for years and have never had a major quality issue. However, this was the second straight product I received from Abercrombie that was defective - the other was a jacket that arrived discolored and without the fleece lining it had advertised. Being that this was the second straight issue, I contacted support and requested a replacement. The agent had advised that I could keep the defective product and that they would attempt to re-ship a replacement. They included a caveat that IF the replacement item was out of stock, I would receive an email notifying me that I would instead receive a full refund. Fast forward a few weeks, I did not receive the replacement nor did I receive a refund. I did, however, receive an email from their specialized support team stating that I would need to return the item for a refund. However, this completely contradicted their team's previous communication that I would not need to return the item. I replied to them with a copy of this original support correspondence which stated I would not be responsible for sending the item back and that the item would be replaced or refunded regardless. After ample back-and-forth, Abercrombie acknowledged that their correspondence was confusing and contradictory but that they would not be honoring its original commitment and that I will not receive any reimbursement.

  Business response

  01/16/2025

  Hello *******,
  
  Thank you for reaching out to us through the Better Business Bureau. We want to start by sincerely apologizing for the inconvenience you’ve experienced with the defective clothing and for any confusion caused by the change in our resolution. We truly understand how frustrating this situation must be and deeply regret any stress it has caused.
  
  After reviewing your previous communication with our team, we noticed you received a reshipment for an item from order *********** that was previously reported as defective. That reshipment was offered as a one-time courtesy, as our policy requires items with quality concerns to be returned for an exchange or refund. I’ve attached a copy of our policy for your reference.
  
  Returning items with quality issues is a critical step for us. It allows our internal teams to thoroughly inspect the defects and work on improving our products.
  
  Regarding the recent interaction with our agent, we acknowledge there was an error in communication. The agent failed to mention that all reshipment requests must go through an approval process. Please know we’ve provided feedback to the agent to ensure this oversight doesn’t happen again. Unfortunately, the reshipment request could not be approved, as we still need the items returned.
  
  To express our apology, we’ve also previously issued a 20% discount code for both of your recent order that had quality concerns. You can find the promotion code details in our previous email correspondence. We genuinely appreciate your patience and understanding throughout this situation.
  
  *******, you are a valued customer, and your experience matters greatly to us. If there’s anything else we can do to assist you, please don’t hesitate to reach out at ****************************
  
  Thank you again for your understanding.
  
  ****
  Customer Care
  Abercrombie & Fitch

  Customer response

  01/16/2025

  The support team had committed to me that - in no uncertain terms - either the item would be re-shipped or refunded. Full stop.
  

  Abercrombie has an obligation at this point to honor that commitment to preserve consumer trust. I also take issue that they’ve set the expectation that I, the consumer, am responsible for the legwork to return a defective item that was the fault of the manufacturer. The policy they referenced is nothing more than a basic, customary return policy. This does not offer any accountability on the side of the business to ensure the items they sell are of advertised quality. The item in question clearly did not undergo adequate quality control. Nevertheless, Abercrombie should stand by its previous commitment to refund the item. 
  
  Regards,
  ******* ********

*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. ↩