ComplaintsforAbercrombie & Fitch

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered items online and returned two of the items in the ******** mall store on 10/16/24. During the return process, I let the associate at the register know that the original bank card the purchase was made with is no longer active and that I had a new bank card. She had to ask an associate next to her what to do. The second associate assured me that the funds would still go back into my bank account. A week later on 10/23/24 the funds were still not in my bank so I called and emailed *********. The customer service rep on the phone stated that she needs a specialized department to look at my concern and that they would get back to me in 2-3 business days. I received an email response on 10/24/24 with the same reply, a specialized department would get back to me in 2-3 business days. I never received a call back at all but did finally receive an email message from the specialized department on 10/29/24 stating that they can only offer me an e-gift card. I stated that I was not satisfied with this that I wanted the money back into my bank account. They waited another 24 hours to get back to me and told me that I would need to call my bank and have them re-open that account. The account was never closed, however, just the bank card they had on file. I emailed back and let them know that I was extremely disappointed with their customer service not only because they refuse to give me my refund but that it is taking days for them to get back to me and that a phone call could have resolved the issue immediately. I also gave the information requested to process an e-gift card. Well, they never responded and still have not responded on 11/3/24. I followed up to the email twice and still no response. I want my money back for this return. $87.03

  Business response

  11/05/2024

  Hi ******, 

  Thank you for contacting us via the Better Business Bureau regarding your missing refund from your recent store returns! 

  We are truly sorry to hear of this situation you are currently going through with your store return and refund! We would like the opportunity to discuss this further with you via email, therefore, a member of our customer care team will be reaching out to you via email shortly. Please keep you eyes open for that email so we can help get this issue resolved for you right away! 

   

  ***

  Customer Care

  Hollister Co. 

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed two orders with Hollister and they were both delivered at the same time. I wasn't home at the time ***** dropped off the packages. When I got home to grab them, they weren't at my door. Based on the delivery confirmation photos, they weren't at my door. I have a pink flower pot next to our door in the same spot the packages were. I live in an apartment complex so I walked around to see if I could find them. No luck. I waited the allotted 48 hours before contacting their customer service. The agent offered to reship the orders but I opted for a refund so I could pick the products up locally at the mall. I figured this would prevent a possible misdelivery with the carrier or theft. One order was refunded but they denied me a refund on the other. I don't understand why because I've done nothing but provide all of the information they asked me for and have been understanding throughout the whole process. They did escalate my case to a different team but ultimately told me the decision stands. So now I'm out the product and my money. I'm incredibly frustrated and feel like I, the customer, am being punished for something that's not my fault. I just want my money back and to wipe my hands clean of this entire experience. Please give me my money back.

  Business response

  11/05/2024

  Hello Rebeccamarie, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order and refund! 

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21125102291.  Due to the fact that you had 2 orders delivered at the same time and we requested both of these refunds simultaneously, our system saw these as a request of back-to-back refund claims. This is why the refund request on order 21125102291 was not approved. So sorry for the confusion this has caused you! 

  We are happy to report that a refund in the amount $147.70 has been issued to your **** ending in 9116 on November 5th. Please allow 3-5 business days for this refund to reflect back to your card for you. 

  We greatly appreciate your patience while we reviewed your order and refund request for you once again. If we can help with anything else, please, do not hesitate to reach back out to us at ********************************************************************* with any other questions or concerns you may have; wed be happy to help!

   

  ***

  Customer Care

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

  Customer response

  11/06/2024

  [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,
  
  Rebeccamarie *****

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a number of items from this retailer, valued at around $300. Abercrombie's delivery provider, ****** delivered the package to the wrong property, located on a completely different street from my given address. Abercrombie proceeded to admit that they did in fact deliver the package to the wrong address and that they will either refund my order or reship the items. A day later, Abercrombie sent me further communication stating that they will not refund/reship and that they apologize for the inconvenience. I have sent the business the proof of delivery photo directly from their shipping provider as well as the ****** maps image of my property. In these images, it was very evident that the properties do not match and the error is undeniable on Abercrombie/OnTracs part. I demand Abercrombie to take responsibility for their own oversight and not to penalize their customer for their own mistakes. I have receipts, communication and images all available upon request. Thank you

  Business response

  11/01/2024

  Hi Karolina, 

  Thank you for contacting us via the Better Business Bureau regarding your recent order 21121236652!

  We are sorry to hear there has been some confusion regarding the delivery of your order 21121236652 and the refund you have requested due to the order being delivered to the wrong location! All requests of this nature go through a review process with our Research and Resolutions team and our team has found prior claims of this same nature as well. This is why they informed you that a refund was not possible at this time. We are truly sorry for the inconveniences that this has all caused! 

  Upon further review, we have decided to overturn the refund denial decision that you received since we are able to confirm the delivery was not made to your correct address listed on order 21121236652. We can confirm that a refund in the amount of $73.67 has been issued to your **** ending in 7752 today, November 1st. Please allow 3-5 business days for this refund to reflect to your card. An additional refund in the amount of $177.88 has also been issued for your order today. This refund will process to an e-gift card, which you will receive an email confirmation for shortly. The e-gift card will then be sent via email as well within the next 48 hours. For reference, your order number for this e-gift card is 21128361102. 

  Due to the multiple claims of not receiving your orders from Abercrombie & Fitch, we would like too advise you to place all future orders to an alternate address, such as a Pickup in Store order, or to one of our convenient Pickup Point locations. This will help to prevent delivery issues for you going forward. We are advising you of this process since we cannot guarantee our Research and Resolutions team will be able to honor any additional refund requests for delivery issues in the future. Our ************* team is happy to assist you with this ordering process if you have any questions by chatting with us on our website, emailing ************************************************** or calling ************.

   

  ***

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

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

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #: *********** Order Date: Tuesday, October 29, 2024 Items in Shipment:Essential Rib Baby Tee, White, Size M - $27.20 A&F ******** Crew Sweater, Cream Stripe, Size S - $65.29 Mid Rise Pleated Mini Skort, Black, Size M - $65.29 A&F ******** Crew Sweater, Green, Size S - $65.28 Total Value of Missing Items: $223.06 Despite this order being marked as delivered, the package did not arrive. I contacted Abercrombie & Fitch customer support, but they have refused to issue a refund or reshipment for the missing items. Tracking indicates delivery, but the items were either stolen almost immediately or not properly delivered. Efforts to resolve this with Abercrombie have not been successful, leaving me without the goods paid for and no compensation. I am seeking assistance from the BBB to mediate a resolution.

  Business response

  10/31/2024

  Hi ********, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order! 

  We are sorry to hear that your package from order 21118602258 was missing when you went to collect it! Since we were able to confirm this package was delivered to the correct address on October 29th with a valid proof of delivery photo, our ************* agent did advise you correctly of our process on missing package. The advise to file a police report for a stolen package is our process that we advise our customers follow when a package has been delivered but missing when you go to bring it inside. 

  Our Research and Resolution team reviews all requests for reshipments and refunds and they have re-evaluated your recent request for order 21118602258 after reviewing your past order history. A reshipment has been issued for this order and will be sent out with the same standard delivery speed to the address listed on your order.  You will receive an email confirmation with tracking details once the replacement package has been processed and shipped out for you. If any items become unavailable during this process, a refund will be issued to your MASTERCARD ending in 8379 for those items instead.

  We see in your order history that you have previously shipped your orders to a store for pick-up. If you are concerned about your packages arriving safely, we would recommend placing any future orders with this ship to store method once again. This may be especially helpful if there is a trend of packages disappearing from your shipping address.

   

  Amy 

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

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

  Customer response

  11/13/2024

  [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

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order in early August through the company. I spent nearly $300. The order said it had arrived on August 14th and I never got my package. When I reached out to them they said they would fix it and refund me and I got nothing. I continued to reach out for help and nothing was ever done.

  Business response

  10/28/2024

  Hi Alyssa, 

  Thank you for contacting us via the Better Business Bureau regarding your order and missing refund! 

  We have been able to review your order and it appears that initially a reshipment was requested on your order, but it was later cancelled and the refund was requested instead. This put the order on a hold in our system. Great news, we have been able to get this hold resolved for you today, October 28th!  

  We that a refund of $15.00 and a refund of $38.87 were already refunded to your Apple Pay account for this missing order on August 18th.  Please allow 3-5 business days for the additional refund of $209.42 to reflect to your account for you as well

  If we can help with anything else, please, do not hesitate to reach back out to us at *************************************** with any other questions or concerns you may have.

   

  ***

  Customer Care

  Abercrombie & Fitch

• Initial Complaint

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding my recent experience with Abercrombie & Fitch concerning order #*********** that was placed on 10/20/2024. According to the tracking information from ******, my package was marked as delivered on 10/24/24; however, when I returned home, there was no package to be found.I reached out to Abercrombie & Fitch customer support for assistance, but I was met with dismissiveness and advised to simply reorder the items. This response was both unhelpful and frustrating, especially considering that this was an expensive purchase of $354.92 for an upcoming trip, and the items I wanted are now sold out.I have always enjoyed shopping at Abercrombie & Fitch, but this experience has left me feeling disheartened by the lack of empathy and support from their team. I hope that my complaint can lead to better customer service practices in the future.

  Business response

  10/28/2024

  Hi Jasmine, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order! 

  After careful review, we have confirmed that the package you contacted us about, which was delivered on October 24th, was indeed delivered to the correct address listed on the order. As a result, we cannot move forward with your request for a replacement or a refund. We sincerely apologize for any frustration or confusion this has caused you! 
  
  We are happy to offer you a price match on a new order with free standard shipping! If you are concerned about your packages arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing ************************************************** or calling ************.

  If you believe that your packages have been stolen, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police departments investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax # ************.

   

  ***

  Customer Care

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

  Customer response

  10/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22471217
  
  I am rejecting this response because: 

  I will not accept being charged for items I never received. I demand a full refund immediately. It is unacceptable to deny compensation for goods that were not received from the buyer.
  
  Regards,
  
  ******* *****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Abercrombie & Fitch regarding a recent issue with my order. As a loyal customer who spends thousands of dollars each year at your stores, I am deeply disappointed with the way this situation has been ********** order was marked as delivered, but I never received it. When I reached out to customer care, they assured me that they would put in a request for the order to be reshipped. However, I was shocked to receive an email today stating that my request had been denied and that I would be taking a loss on this purchase.This is unacceptable, especially for a company that I have supported for so long. I expected better customer service and resolution. I urge you to reconsider this decision and rectify the situation by reshipping my order or providing a refund.Thank you for your attention to this matter. I look forward to your prompt response.

  Customer response

  10/26/2024

  LaserShip confirming they don't have the package and telling me that I have to contact A&F

  Business response

  10/28/2024

  Hi *********, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order 21123673205!

  We are sorry to hear that you have not been able to locate this package after it was delivered to your residence on October 20th. After reviewing your previous contact history, we see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving this 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 noticed during our review that previous requests for refunds for orders that were not received and/or missing items were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery. So sorry about that! 
  
  If you believe that your packages have been stolen, we recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. 

   

  ***

  Customer Care

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

  Customer response

  10/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22465437
  
  I am rejecting this response because: Ive never had a failed delivery at this address, I had one other issue with an item not being included in a package. This was the first time a whole package didnt arrive. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing a complaint against abercrombie as i placed an order of $176.29 and i just received an email an hour ago saying the package has been shipped out but customer service is saying that it has already been delivered . the whole situation is super confusing but i did not receive anything even though tracking and customer service is saying that its been delivered. they were extremely unhelpful and want me to repurchase something i never received.

  Business response

  10/28/2024

  Hi ********, 

  Thank you for contacting us via the Better Business Bureau regarding the delivery of your recent order with Abercrombie & Fitch!

  We have been able to review your order and the tracking details through OnTrac. We can confirm this order 21125094653 was correctly delivered to your home on October 21st. As a result, we cannot move forward with your request for a replacement or a refund. 

  We truly apologize for the delayed emails that were sent regarding the shipment of your order and the tracking details! We have informed our internal teams that your order needs to be updated in our system to reflect the delivery of your order as well. They are currently working on getting this correct for you. We sincerely apologize for any frustration this has caused.

  We would be happy to price match a new order with free standard shipping since you stated you have not yet received this package! If you are concerned about your package arriving safely, we would recommend placing the order to an alternate address, as a Pickup in Store order, or to one of our convenient Pickup Point locations. For assistance with replacing your order, please contact our customer service team directly by chatting with us on our website, emailing ************************************************** or calling ************.

   

  ***

  Customer Care

  Abercrombie & Fitch

   

   

• Initial Complaint

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been dealing with an unresolved refund issue with Abercrombie & Fitch since August 2024. I returned an item as part of an exchange, which was received by Abercrombie on August 16. On September 8, I was informed that the exchange was canceled, and I informed I would receive a refund of $69.72 to my original payment method (Apple Pay).Despite multiple calls, emails, and chats with Abercrombies customer support, I have still not received the refund. On September 26, I was told my refund was released and I should see a full refund amount of $69.72 issued to your Apple Pay within 3-5 business days. It should reflect on your Apple Pay by tomorrow, September 27. This refund did not appear to my original payment method. Instead, I was issued a gift card, which I pushed back on as I was promised the refund would be sent to my original payment method. Now over the past few weeks, I have been told at least three times that my case would be escalated to a specialist team and that I would hear from them, but I have never received any communication from this team.I am seeking immediate resolution and a refund to my original payment method (Apple Pay), as I was originally promised by Abercrombie & Fitch.

  Business response

  10/22/2024

  Hi Alyssa, 

  Thank you for contacting us via the Better Business Bureau regarding your refund to your Apple Pay account! 

  We are sorry to hear you have been awaiting this refund from your returns for a while now! We have reviewed your complaint regarding the method you initially received your refund in and are happy to confirm that it does appear as though this issue was resolved as of October 22nd, great! 

  You should have received an email confirmation from one of our ************* agents to inform you of the e-gift card being cancelled and the refund of $69.72 issue to your Apple Pay account. It can take 3-5 business days for this refund to reflect to your account. We also know that some customers have mentioned they had to check their Apple Pay wallet to find the refund so they can transfer it back to their card as well. We have attached a copy of the refund that has been issue for you here as well.

  If we can help with anything else, please, do not hesitate to reach back out to us at *************************************************************************** with any other questions or concerns you may have; we are more than happy to help!

   

  ***

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

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

  Customer response

  10/23/2024

  [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. I finally received the refund to my credit card today, October 23. 
  
  Regards,
  
  ****** ***

• Initial Complaint

  10/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I place an order on October 2 for a $50 gift card from Hollister for a gift for my niece. When I checked it two weeks later, the gift card had never processed on their end but my credit card has been charged. I have since spent 2+ hours on hold and talking to representatives in order to resolve the issue. They have said they have escalated multiple times with no resolve and no communication via email as stated. At this point I have no way to receive communication or receive my gift card or a refund.

  Business response

  10/22/2024

  Hi ****, 

  Thank you for contacting us via the Better Business Bureau regarding your missing gift card order! 

  We are sorry to hear that the gift card you ordered has not yet been received! All gift card orders with Hollister Co. ship through the **** system with standard shipping speed and are unable to be tracked. So sorry about that!  

  We would like the opportunity to discuss this situation with you further, therefore, a member of our ************* team will be reaching out via email shortly to speak with you about your order 21120790725,  Please be on the lookout for that email so we can help get this issue resolved for you right away! 

   

  ***

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

  ********************** 

  Customer response

  10/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22442743
  
  I am rejecting this response because: I have only gotten an email and have yet to receive my gift card.  The matter is not resolved as I have no product or returning my my funds.
  
  Regards,
  
  **** ********

  Business response

  10/28/2024

  Hi ****, 

  Thank you for reaching back out to us via the Better Business Bureau regarding your missing gift card! 

  We see that an email was sent to you confirming the e-gift card that has been created to replace you physical gift card. The email was sent to you on October 23rd and the order for your e-gift card was 21126325886.  After the order was created for you, we send you a confirmation email. It can then take up to 48 hours for the e-gift card to be created in our system and the card information to be sent via email to you.  We see this e-gift card information was sent to you on October 23rd at 11:21AM.  That is great news that our system was able to get this processed so quickly for you! 

  If you are still having troubles locating that e-gift card information that has been sent to you, please reach out to us at ********************************************************************* so we can provide you with further details on the e-gift card. 

   

  ***

  Customer Care

  ********************** 

  Customer response

  10/29/2024

  [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,
  
  **** ********

*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. ↩