Complaints

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for $700.26 on January 2, 2022. I decided to return a number of items for a refund of $520.85. I used the return label sent by AF and returned the items on January 26. According to the tracking number the items were processed on January 27th. It is now March 2nd and I have yet to receive a refund. I spoke with an agent today regarding the manner who was unable to help me but forwarded the issue to another dept. In an email sent today they said they have yet to receive my items. I am experiencing the same issue with two other separate returns. When I spoke with the agent she was helpful and issued a refund for those items. All three returns seem to have the same issue and I would like my refund issued for the other items I returned over a month ago.

  Customer response

  03/03/2022

  Hello, 
  
  I have additional paperwork I would like to include in my complaint. 
  
  I am getting mixed messages when I contact customer service at abercrombie and fitch. The first representative (feb 15, 2022) said my package had been received. The second rep (March 2, 2022) said it had not. It clearly has been received as I received a refund for $60.52. This was confirmed by the first rep who sent along the attached screen shot. I have no idea what this amount is for as the amount of refund requested based on what was sent back was approximately $500.
  
  The package has clearly been received despite the agent saying it hasnt if some of it has been processed. It was all sent back in one package. I would like the refund for the remainder of my order.
  *****

  Business response

  03/07/2022

  Hi *****,
  
  Thanks for reaching out to us via the Better Business Bureau! I am very sorry to hear there have been difficulties with returning your items and I would be happy to assist!
  
  I reviewed your recent returns and your order history, and I was able to confirm that you have two orders with open returns in our system: *********** & ***********.
  
  When viewing the return tracking for each of these orders, I unfortunately was not able to match up the return tracking we have on file with the screenshot you provided. Per our return tracking, it does not appear the carrier has received the returns for these packages. This may be the reason the return has not continued processing for each of these orders. We are unable to issue a refund for these returns at this time since the tracking on file does not indicate the packages have been returned.
  
  Since there appears to be a discrepancy between the return tracking in your screenshot and the return tracking we have on file, I would love the opportunity to look into this further for you. I will partner with our Payment team to review this further and we will reach out to with a follow up email to help verify a few additional details about your return to help us determine the best next steps.
  
  Thank you for bringing this to our attention so we can look into the available options we have for you. We will be in touch again soon to help gather additional details.
  
  Sincerely, 
  
  ****
  Customer Service
  Abercrombie & Fitch

  Business response

  03/21/2022

  Hi *****, 

  Just wantedd to share an update that our Customer Service team shared with you via email on 3/10/22!

  Good news! I was able to approve and process a refund in the amount of CAD520.27 which will be credited back to your Mastercard ending in ****. Your refund may take 3 -5 business days to reflect on your account. The refund processed is for the following items listed in your return:

  Long-Sleeve Slim Zip Polo cream M(650495367)
  Cotton Seamless Fabric Crew Bodysuit mint green S(650804764)
  Seamless Fabric Wrap Bodysuit BLACK M(649871572)
  Seamless Fabric Wrap Bodysuit dark green M(649871636)
  Striped Half-Zip Sweater off white stripe M(650419381)
  Half-Zip Sweater grey M(650419444)
  Drama Wedge Half-Zip BLACK M(649785990)
  Long-Sleeve Tie-Front Puff Sleeve Top GREEN FLORAL L(649590172)
  Long-Sleeve Ribbed Polo Wrap Top BLACK M(649965691)
  LuxeLoft Ribbed Tank and Cardigan Set light green S(650006990)
  Long-Sleeve Button-Through V-Neck Top dark green floral M(649987831)
  Drama Wedge Henley light grey M(650113605)
  Long-Sleeve Sweetheart Sweater Bodysuit BLACK S(650284367)
  90s Ultra High Rise Straight Jeans MEDIUM WASH 30(648869913)
  90s Ultra High Rise Straight Jeans LIGHT RIPPED WASH 30(650465934)

  
  We appreciate you giving us the opportunity to review this further so we were able to process the refund appropriately. After reviewing your recent returns, it appears that there were some delays with when the refund was processed based on the value of the multiple returns that were currently in process which requires our Distribution Center to receive the refunds to ensure that everything is processed correctly. I apologize there was any confusion with the return tracking information and I am glad we were able to get your refund processed today.

  I hope we were able to resolve everything for you today and look forward to shopping with you at A&F again soon!

  Sincerely,

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed two seperate orders from 2 seperate accounts online. Both orders were canceled without refund. I am not out 700$ without a refund and without products. The company continues to tell me that it has been escalated but I still have not recieved any information or refund. I am furious.

  Business response

  03/02/2022

  Hi ******,
  
  Thanks for reaching out to us via the Better Business Bureau!
  
  We are sorry to hear that your orders were cancelled and, after reviewing your recent contact history with us, it looks like our Research and Resolution team reached out to you on March 1st, 2022 with some additional details regarding the reason these orders were cancelled. I would recommend replying to our Research and Resolution team’s email and they can further assist with next steps to continue placing orders with us!
  
  Additionally, when your order is cancelled you are not charged for the order. An authorization hold is placed on your account until your order is shipped. If your order is cancelled then the authorization hold should fall off of your account within 5 – 7 business days depending on the financial institution.
  
  Thank you again for reaching out and I hope that we are able to further assist via our Research and Resolution team.
  
  Sincerely,  
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Original purchase made at Abercrombie & Fitch store #***** and refund attempted at same location. Original purchase of $63.73 charged to credit card and when merchandise was returned, credit card was charged for the same amount instead of refunded.

  Business response

  02/25/2022

  Hi ******,
  
  Thanks for reaching out to us via the Better Business Bureau! I'm so sorry to hear that you have had issues with returning your items in store which resulted in a duplicate charge rather than a refund.
  
  I am partnering with our Payment Team to get this resolved, and we have replied to your most recent email with our Payment Team requesting a copy of the CC slip of your original purchase from 1/20/2022 in order to process your second refund back to your card instead of the e-gift card you received.
  
  I’ll continue to monitor our email communication with our Payment Team for your reply, so we can take the next appropriate steps once we hear back from you.
  
  Sincerely,
  
  ****
  Customer Service
  Abercrombie & Fitch

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This was my first experience with ordering online from Abercrombie and will absolutely be my last. I purchased 3 items that were sent to me in 2 separate shipments. I received the first item no problem, delivered by ups right to my front door. Loved it. A few days later I go to track my second shipment that contained the other 2 items I bought in it to find it says it was already delivered by FedEx. I ran outside and checked all around my house (I have side doors so sometimes packages get left there) to find nothing. This shipment contained an item I was most excited for as well. I instantly went to chat to get this resolved or find out where my package could be, I was told they would reship the items and I would receive a refund it anything was out of stock. This morning I get an email that just stated they reshipped 1 of the 2 items( nothing about a refund for the other item ) and almost immediately afterwards, get another email stating the reshipment was cancelled. I contact Abercrombie via email about the cancellation to be told I have recieved too many refunds/returns so they will be not reimburse me nor send me my items. As I stated before, this was my first time EVER ordering from Abercrombie online, I just recently even made an account on the app. It’s very easy to look at my account and see this is the first purchase I’ve made. So there reason for denying me my refund or reshipment is a lie? I don’t understand why they are refusing to help me or why they would lie when it’s clear I’ve never returned anything previously, not even in store. I contacted fedex as they said I should who said they are not responsible and I purchased these items via gift card so I am unable to contact them to try and get my money back. ** have attached a photo of my purchase history, clearly showing this is my first online order, ever **

  Business response

  02/18/2022

  Hi *****,
  

  Thanks for reaching out to us via the Better Business Bureau! I'm sorry to hear that you have had difficulty receiving orders from Abercrombie & Fitch. 
  
  After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving your order. When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders that were not received that were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery. 
  
  If you believe that your packages have been stolen, I 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 department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####. 
  
  If you believe that the carrier has not delivered this package, I recommend opening an investigation with FedEx with the tracking number provided in your Shipping Confirmation email.
  
  I am sincerely sorry to hear if you are experiencing delivery issues; however, we are limited in the number of refunds we are able to provide for this matter. Due to our previous correspondence from our Research and Resolution, I am unable to process a refund for your order. 
  
  Sincerely, 
  
  ****
  Customer Service
  Abercrombie & Fitch
  

  
  

  Customer response

  02/22/2022

  :I provided proof in photos I’ve never received a refund from this company prior due to never ordering online from this company before. I’ve had issues before with OTHER businesses with delivery to my house due to it being in the country and not having a house number. To be refused a refund/replacement and then blocked from ever being able to order again is, to put it lightly, absolutely insane. This response sounds a lot like the automated responses I’ve received previously, they lack any sort of proof or info regarding what they are basing their decision off of. Yet completely disregard the proof I’ve provided showing I’ve never requested a refund or replacement to be shipped from Abercrombie before, ever in my life. Can’t wait to let everyone know this is how Abercrombie conducts business.
  

  Business response

  03/02/2022

  Hi *****, 
  
  We are sincerely sorry for all of the trouble caused by this order with Abercrombie & Fitch. We shared the details you provided for some additional review with our Research and Resolution team, and we were able to approve for a refund to be processed for your order ***********. 
  
  We are so sorry that this decision was upheld and we understand this caused an inconvenience along with a delay in refund. We will follow up with you via email with our Customer Service team to provide our options to refund you to ensure that this refund is processed in a timely manner. 
  
  Thank you again for bringing this to our attention and contacting us via the Better Business Bureau. We will also be in contact with you via email shortly to confirm your refund options. 
  
  Sincerely, 
  
  ****
  Customer Service
  Abercrombie & Fitch
  

  Customer response

  03/03/2022

  I accept the business's response to resolve this complaint. I sincerely appreciate **** helping me reach my desired outcome. I am so happy this could finally be resolved. 
  

*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. ↩