Complaints

• Initial Complaint

  04/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My boyfriend and I tried to place an order with a gift card and our orders got cancelled three times! Worse still, there's no explicit explanation of how we violated their so-called terms. Every time we had to wait for another week for the gift card to be returned. And every time when we reached out to customer service for help, the rep simply said "try one more time" or "we'll have some specialized team to reply to you". Then we got an email saying that the order violated their terms, which they couldn't even list which exact term we're against. We even ran into a case twice where the rep just stopped replying anymore during the conversation! We're very angry and frustrated of how A&F is treating the customers and how badly the customer service is, which strongly undermines customer's legal rights. We urge the company to do the following: 1. Explain why our orders got cancelled 2. If the gift card cannot be used anymore, we ask for refund. Or, we want to fix the cancelled order 3. Get apology of the bad customer service experience we've had

  Business response

  04/05/2022

  *******,

  Thank you for reaching out to us via the Better Business Bureau! I'm sorry to hear you're having trouble placing an order with us.
  
  Unfortunately, I was unable to locate any orders in our system with the information you've provided (phone number, email). If you can provide us with the cancelled order numbers, or the email address used to place these orders, we can look into this further for you!
  
  We look forward to hearing from you, so we can continue to assist.

  Sincerely,

  ****

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/06/2022

  The last cancelled order is *********** FYR.

  Business response

  04/08/2022

  *******,

  Thank you for getting back to us!

  After reviewing in more detail, we have determined that your order was mistakenly cancelled, and we want to apologize for that. We take our customers’ information and security seriously and as a result we have processes in place to protect our customers from what we suspect may be unauthorized activity. Your order got caught up in that process, and was cancelled out of an abundance of caution. We are always trying to improve our customer experience, and your feedback will help us to learn and make enhancements to the current process.

  Because your previous order was cancelled you were never charged for it. You may see a pending charge lingering on your account, but rest assured that pending charge will fall off in 5 to 7 business days from the date of the cancellation. We have been assured by our order service team that you are cleared to place orders going forward, and you should not see any further cancellations.
  

  As a token of our apologies for the experience, I've sent a promotional code for 20% off your next order with us to your email address. You should receive it shortly, with details on how it can be used!
  

  Thanks again for reaching out.

  Sincerely,

  ****

  Customer Service

  Abercrombie & Fitch

  Customer response

  04/14/2022

  I'll try to place a new order to see if the GC works. Thus I'll close the complaint for now. If it still doesn't work, I'll raise another one.
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an order and the package was not delivered nor received. Clearly there is an issue with their delivery service hence this was the third time this address did not receive its delivery. This is a verified address and they have denied my request for my full refund. I either want my order redelivered to another address or a full refund to my original form of payment.

  Business response

  04/05/2022

  *******,
  
  Thank you for reaching out to us regarding your order #***********! I'm sorry to hear that your request to be refunded was denied.

  Based on the information available to us from the carrier and within our order management system, it appears that this package was, in fact, delivered to you, as were your previous packages which were refunded. Based on this information, our research and resolution team did not approve the requested refund. Unfortunately, customer service does not have the capability to override this decision. Any appeals to this decision should be forwarded directly to the research and resolution team at *************@anfcorp.com.

  We apologize for the inconvenience, and hope you can seek resolution with this team.

  Sincerely,

  ****

  Customer Service

  Abercrombie & Fitch

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to report punitive and unreasonable return policies by this company. The return policy states that if returns are received within 30 days of original product ship date, a full return is issued; otherwise, store credit is issued. A product I received, order ***********, was shipped 2/25/22. I returned one item several days after receipt, but really slow mail times (caused by pandemic-related events) meant my return wasn't received until 3/28/22. I was issued store credit, not a proper return. This return policy is unreasonable and punitive, and does not take into count extreme mail delays that exist outside of the customer's control. I am asking for a refund to my credit card, please, instead of store credit, and I am also suggesting that, during these pandemic times, a compassionate extension of the ordinarily reasonable return policy be granted. Thank you.

  Business response

  03/30/2022

  Hi ****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am so sorry experience any issues with our return process.
  
  I reviewed your order and your recent contact with our Customer Service team, and I see we were able to process your refund again back to your PayPal account as of 3/29/2022. I am sincerely sorry that you received a refund to an e-gift card when you were expecting a refund to your original payment method.
  
  After further review of your return, I see that you submitted an online return on 3/8/22 and returned your order with the return label provided on the invoice. When you submit a return online, this is an indication in our system that you intend to your return your item and when a return is eligible, your refund will be processed when the carrier scans the package. This allows you to get a faster refund without delay and I am not sure why this was not the case for your return. We appreciate you reaching out and taking the time to share your feedback and experience, and we will share the feedback with the appropriate teams to review to help avoid this situation in the future.
  
  I am very sorry that this policy felt punitive; however, in this instance, the process did not work as expected which prevented you from receiving your refund back to your original payment method. We hope to provide you with a better return experience on a future purchase, and please don’t hesitate to reach out to our Customer Service if we can provide any further assistance.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

  Customer response

  03/31/2022

  I accept the business's response to resolve this complaint. 
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a family of 7 and all of our kids as well as my husband and myself have always loved shopping AF. We place a lot of large orders for a mix of boy's and girl's items as well as men's and women's items. There have been more than a handful of times that I have had trouble with orders from AF shipping the wrong items, wrong color/size, etc. In spite of this, we've continued to shop AF because it's a brand our family could get behind, and everything fits great! After an issue with an order where I received the wrong items completely, I contacted AF and was told a replacement was on its way and would arrive the next day. I was told I could either return the incorrect items to a store or donate them. As I always had when there was an issue, I brought the items to my local AF outlet on my next trip in, which is about 45 minutes from my home. After the item never arrived the next day, I grew concerned, but remained patient. Several days later, I received an email from AF corporate saying that my order had been canceled and that for my protection, AF could no longer deliver to my address. Caught off guard by this, I immediately responded asking for more information. I received a very rude, robotic reply stating that I needed to contact the post office about my lost packages. They weren't lost packages. Anyone who researched the case could plainly see that. That is beyond poor business. Every single error I ever experienced was on AF's end. All packages arrived sealed and packaging in good condition. Blaming the carrier is shameful. Any error was categorized as AF's error when I've called, including incorrect items and missing items. Had the orders been prepared correctly, this would not have happened. While I have zero interest in shopping AF again after this experience, I want to warn future buyers against spending a large amount of money there, because there is simply no customer value. I don't appreciate my name and address being put on a blacklist for AF's error.

  Business response

  03/26/2022

  Hi ******,
  
  Thanks for reaching out to us via the Better Business Bureau! I am very sorry to hear of the issues you have experienced with your previous orders and I would love to further assist.
  
  I further reviewed your recent contacts with our Research and Resolution team, and I was unable to locate any recent communication from our Research and Resolution team to your email address associated with this Better Business Bureau contact. However, we did complete and internal review of your system to ensure that you are able to continue placing orders to your preferred shipping address and you are welcome to continue placing orders at your convenience.
  
  Thank you for bringing your concerns to our attention so we could take the necessary steps to address them appropriately. Please don’t hesitate to reach out to our Customer Service team if we can provide any additional assistance.  
  
  Sincerely, 
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of Jeans from Abercrombie on 11.26.2021. Per their extended return policy, I had until 1.31.2022 to return. I postmarked them by 1.28.2022, which Customer Service said as long as they were POSTMARKED I would get my original payment method back. Per the attached, I received a store credit. I began to dispute that, and they cancelled the giftcard. They never reissued my original form of payment, therefore I sent back the jeans, and never received anything back. I have been trying to resolve this directly with the company for days. Twice now, a customer service representative has stated I will get a call back from a supervisor within 24 hours. I have yet to receive a call, and every time I email about this issue I get a response stating my card was refunded on 11.28.2021 which doesn't even make sense because I sent the item back in January of 2022. As far as I'm concerned this is theft. I have PROOF (attached) the item was sent back. The gift card that was attached no longer exists. It has not been used and there are currently no funds. I would like a refund of the purchase price back of $73.63 refunded back to me ASAP.

  Business response

  03/24/2022

  Hi *****, 

  Thanks for reaching out to us via the Better Business Bureau! We are so sorry to hear about the trouble you have been experiencing with receiving your refund back to your Mastercard for order ***********. 

  We have reviewed your recent contact history with our team and confirmed that we have approved to refund you back to your Mastercard; however, it appears that our payment team was unable to process the refund as they were having trouble locating the appropriate transaction information in our system.

  Per our last contact with you from our Payment Team – we informed you that our system indicates you may have received a refund already for this order. We are looking into this further to better understand what options we have available to you since our normal process for reprocessing your refund back to your Mastercard for this specific order did not work as expected. 

  At this time, our Payment Team is still reviewing with the guidance of our Home Office to better understand the options available, and you can expect an email follow-up from our Payment Team leadership as soon as we have an update for you. 
  

  We are sincerely sorry that you were promised a phone call from a supervisor and did not receive one regarding this ****er. We will follow up with the appropriate teams to better understand why we missed this opportunity to follow up with you as well as help push this process forward so we can get this resolved for you. 

  We will be in contact via email as soon as we have more information to provide and will keep this ****er open until we have resolved the issue. Thank you for bringing this to our attention and allowing us the opportunity to share an update that this concern is still under review.

  Sincerely,

  ****
  Customer Service
  Abercrombie & Fitch
  
  

  Customer response

  03/25/2022

  Per their email they said someone will be in touch via email with a resolution. Given the fact they've said this to me twice before, and I don't have contact information for the person who responded, I am not comfortable closing this case until I actually receive a resolution (refund) from their team. Until they actually do what they say they're going to do (by promptly following up via email as stated) I would like this case to remain open. 
  

  Business response

  03/30/2022

  Hi *****,
  
  Thanks for reaching out and we completely understand your hesitation given your recent experience with our Customer Service.
  
  We are very sorry for the difficulty experienced with receiving this refund as there were some unexpected hurdles when our Payment Team attempted to process the refund. I see that we were able to follow up with you by email on 3/28/22 to confirm that we were able to successfully process your refund in the amount of $73.63 back to your Mastercard ending in **** and that it can take up to 3 – 5 business days to reflect on your account.
  
  I have cross referenced this information and can confirm that the refund has processed successfully on our end, and if you do not have the refund in your account already, then you can expect it to appear by the end of the day April 4th.
  
  If you have any additional questions or assistance we can provide regarding your refund, please don’t hesitate to reply via the Better Business Bureau or to the email sent by our A&F Customer Service.
  
  Thank you for giving us the opportunity to resolve this matter for you and I hope you have a wonderful rest of your week.
  
  Sincerely,
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  03/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refused to refund my $650 bill even though they sent me all the wrong items.

  Business response

  03/23/2022

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau! We are very sorry to hear that you received the wrong items in your order and for the trouble you experienced with receiving a refund. We hope to help clarify this process and further assist with your refund.
  
  We reviewed your previous contact with our teams and wanted to help clarify our intention to assist with the wrong items you received. When you originally reached out, it appears that we requested to send you a reshipment of your order and provided instruction to return items. Unfortunately, we were unable to approve resending your order until we received confirmation that the wrong items received were returned to the carrier. It does not appear that this was explained very clearly and we are very sorry there was miscommunication regarding the reason we were unable to complete the reshipment. We will share this feedback with the appropriate team to ensure our communication is more clear under similar circumstances.
  
  I see that you have created an online return for your order ***********, and as a sign of good faith we are happy to go ahead and process your refund. In order to do so, we did have to cancel your return in our system to allow us to process the refund. You will receive an email indicating that your return was canceled and we wanted to make you aware this was intended to help accommodate the refund. You are still able to return your items using the return label you received.
  
  A refund was processed today in the amount of $570.48 back to your ApplePay account. Please allow 3 – 5 business days for your refund to reflect in your account.
  
  We hope we have been able to resolve this issue for you and will look for the return of your incorrect items. We understand this shopping experience did not live up to our normal customer shopping experience standards, and would love the opportunity to regain your trust in the brand. We have sent you a promotion code you can put toward a future order if you would like to replace your order.
  
  Sincerely,
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m more than 20 years Customer. My closet’s 90% I just have Abercrombie clothes . I went to Abercrombie at Millenia Mall because I receive a t-shirt gift size large and I wear xxl . The manager name ******** asked for my Abercrombie account and She didn’t find it this purchase because someone gave me as gift than she asked for the person “ account “ info this is very impolite situation of course I’m not going to call to the person asking for a receive this is very frustrating most of the time gifts doesn’t came with receive inside the bag showing the price . This manager said the only way to change my gift t shirt if I asked the person the receive . I’m more than 20 years customer very embarrassed situation for me . I’m so unhappy about this situation . This manager even didn’t cares my 20 years . She said sorry and walking like I don’t care .I choose the same t shirt only diferente size . This manager make me feel like strange person . The manager only change gifts with receive . This is impossible very impolite!

  Business response

  03/23/2022

  Hi ********,
  Thanks for reaching out to us via the Better Business Bureau! We are so sorry you did not have a great experience when visiting one of our stores to exchange your shirt.
  
  Regarding your experience with our store manager, we would be happy to share this feedback with our internal teams to review further and share feedback appropriately. We strive to provide the best customer experience for all of our customers and we are disappointed to hear this was the not the case for you.
  
  We would love to further assist with completing a return or exchange; however, we do require a proof of purchase in order for us to process a return or exchange. If the item was purchased online, then we would be happy to accept a shipping confirmation email and if the item was purchased in store, then we would be need a copy of the receipt. If the individual that gifted this item to you no longer has the receipt, then we would be happy to help locate the receipt in our system; however, we may need to ask some additional questions to help us locate that information including if there is an account we can look up, date of purchase, payment method used, etc.
  
  Please reach out to our Customer Service team at abercrombie@abercrombie.com and we would be happy to help explore options to locate the purchase information to better assist!
  
  We look forward to hearing from you!
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Placed: March 12, 2022. Order Shipment Confirmation: March 13, 2022. Order Delivered Confirmation Email Received: March 17, 2022 @1:10PM. I went downstairs IMMEDIATELY after it said delivered, I checked all around and in my apartment and my neighbors apartment, I even asked all my neighbors if they had seen my package or seen the delivery person. The package was nowhere to be found and no one saw anyone deliver anything. March 17, 2022 @ 1:15PM: I called Abercrombie&Fitch support and the agent confirmed that they would express re-ship with a more reliable service like UPS (instead of OnTrac). March 18, 2022 @9:48AM: I receive an email from A&F saying that they refuse to reship or refund me with no further explanations. @10:20AM: I call A&F customer service, speak to an agent and all she says is that she will escalate it to the department who reviews these things. They denied the request without even telling me (I had to find this out by calling again. @ 10:30AM: I called the delivery service OnTrac, they opened an investigation (case #*******). @10:50Am: I call A&F again, they say they will escalate it to the other department (at this point, I can clearly tell they are just jerking me around hoping I drop it. @11:20AM: I call OnTrac again and they say that the package is at their facility in SF and that they are contacting the driver for an ETA delivery TODAY and will call me back. No one calls back so I call back at 5PM. @5PM: OnTrac emails me and tells me over the phone that my "package is lost on delivery route. This means that my package was LOST. This is a very serious amount of money that I am now out. They have NO reason not to refund or reship. They have not given any explanation and continue to refuse. I not only want my refund, I need it. I am so beyond angry and will never be shopping with A&F again, I hope they are punished and / or I GET MY REFUND. I will be taking legal action and filing any complaint I possibly can until I receive it.

  Customer response

  03/22/2022

  Hi, I would like to withdraw my complaint as the business contacted me directly and resolved the issue. Please confirm once it has been withdrawn. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi, I made a purchase on March 11th 2022 from Abercrombie & fitch kids. First of all, I never got any confirmation email about this purchase and to get that I had a chat with the customer rep. They sent me an email and an another email showing item shipped of one of the item. I had a chat again and I asked about the other items then she told me that all those items will be sent in another package and you will get a shipment email once it gets shipped. I again contacted on March 11th that I haven’t received any shipment notice for the other items then I was told that both of my package will arrive today by the end of the day and they apologized that I didn’t receive the email for the shipment. I waited the whole day and by the end of the day I just received one package whose shipment email I had received but not the other package. I called on March 12th about the same and they asked me to wait till March 16th so I did and then I called on March 16th because I still didn’t receive the package so the customer rep asked me to reship them and next day I get an email stating that the order has been cancelled. I contacted them again and they say that this has happened earlier too that I have requested multiple times for reshipment based on my address and hence they will not do it because of these requests. First of all, I never ordered online before from A&F and this was my very first online order with them. Then why are they falsely claiming this. This is ridiculous. They dnt want to refund that why they are giving all the options which are useless like contacting delivery company or dispute your credit card. I called them twice but they never got back to me. This is so frustrating and my amount is close to $325. Not a small amount for me. Please help me sort this problem with a resolutions. Thanks!

  Business response

  03/23/2022

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am very sorry to hear you didn’t receive 16 of your 17 items on your order ***********. I understand you requested a refund for the items you did not receive and were originally provided alternative options to contact the carrier. We would be happy to further assist.
  
  We have reviewed your recent communications with our Customer Service team and reviewed this matter further with our Research and Resolution Team. After further review, we were able to approve the refund with our Research and Resolution team and process the refund today in the amount of $326.77 back to your Visa ending in ****. Please allow up to 3 – 5 business days for the refund to reflect on your account.
  
  We appreciate you bringing this to our attention and apologize that the refund was not processed sooner. We hope we have been able to resolve your concerns today.
  
  Sincerely, 
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Abercrombie and Fitch on February 24. The order arrived on March 1. My packing slip indicated that five of my items were included in the order, however only four of the items I actually ordered were in the order. There was a fifth item included, however it was nothing even remotely close to what I ordered. This is the third consecutive order from Abercrombie where they screwed it up and sent me the incorrect item in place of something that I did actually order. I contacted the company and explained the situation, told them the item I was missing and initially they said they would mail the correct item out and I was to return the item that I did not order in the same bag in which it came in with a shipping label that was attached to the packing slip. I promptly did this, my mail carrier picked it up yesterday and I even received an email from Abercrombie that my return was on its way. shortly after this I received an email from Abercrombie stating that they would be canceling my order because they no longer deliver to my address because there have been multiple problems in the past. Everyone of my issues in the past resulted in them not sending me the correct order. Nothing ever fell on me, I always returned the “mistake” items. I reached out to their customer service and spoke to seven different people in a 24 hour period but despite multiple attempts a supervisor never returned my phone call. I received a very rude email from someone in one of their departments that reviews situations like this where it clear they didn’t even look at my case because then they were blaming the post office and telling me I need to take it up with them over the lost package. There was never a lost package, they included an incorrect item in place of a correct item in my order. The post office has nothing to do with this and now I have mailed back the incorrect item and they are refusing to either send me the correct item or refund my money.

  Business response

  03/07/2022

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am very sorry to hear that you received the incorrect item on your most recent order ***********, and for the difficulty experienced when contacting our Customer Service team.
  
  I am sincerely sorry you requested to speak with a supervisor and did not receive a call back, and it was not intended to miss this opportunity to connect with you. Although we are unsure why a call back was not received at this moment, we will review this process further and share the appropriate feedback as necessary to ensure our internal processes are followed to follow up as intended.
  
  Your return package was delivered to our Distribution Center today; however, it does not appear our Return Processing team has processed the return yet. We have gone ahead and issued your refund for the long-sleeve ribbed pattern sweater LIGHT BROWN STRIPE 13/14(*********) in the amount of $26.36 back to your PayPal account. It may take up to 3 – 5 business days for this refund to reflect on your account.
  
  Sincerely, 
  ****
  Customer Service
  Abercrombie & Fitch.

*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. ↩