ComplaintsforAbercrombie & Fitch

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order with Abercrombie through the app. The shipping company used did not deliver the item in a company marked vehicle, and the carrier did not make an attempt to place the package in the mailbox or a discreet location as evident in my security footage. Within 1.5 hour, my package was stolen off my front porch as it was visible from the street - also captured on my security footage. This information was provided to A&F customer service including the video of the package being stolen, I was advised it was escalated to another internal team 10/14 and I would hear back in 2-3 days. On the 3rd day, I received a survey email follow up asking how the agent did. On day 4, I sent a follow up that I haven't heard back. I've requested a refund or a replacement order for the $139 that I paid but did not truly receive, and I haven't received a true resolution.

  Business response

  10/21/2024

  Hi *******, 

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

  We have reviewed your concerns and complaint and are happy to confirm that it does appear as though this issue was resolved as of October 19th, wonderful! A reshipment of your order 21117143675 has been sent to you and the ***** tracking that you have been sent via email shows that the package should be delivered for you on October 25th.

  Here at Abercrombie & Fitch, we are always looking for ways to improve and ensure each customer has a positive and pleasant experience each time they shop with us. 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

  10/21/2024

  [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

  10/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order online with Abercrombie & Fitch (A&F) on October 4th, 2024 for a total amount of $363.96. On October 8th, 2024 I received an email from *********** my package was delivered. I searched around our unit for days following the delivery notice and have not been able to locate the package. I contacted A&F (via their online chat feature) on October 16th, 2024, notifying them that I have not received the package. I was told they would re-ship the items to me. (The screenshot for this conversation is on a ****** docs document as they said they could not provide me an email of that conversation after i requested it, so I simply copy and pasted it including the reference number)On October 17th, 2024 I received an email saying my order was canceled, saying they can neither refund nor re-ship my order because on their end it says "delivered".I am looking for a refund.I will attach screenshots of all the communication I had with A&F.

  Business response

  10/21/2024

  Hi *****,
  
  Thank you for contacting us via the Better Business Bureau! We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a reshipment was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21120660855.
  
  We confirmed that this decision was reversed, and the refund was approved on October 21st. A refund was processed in the amount of $363.96 back to your card ending in 6118. Please allow up to 3-5 business days for the refund to reflect in your account.
  
  Thanks for shopping with A&F, and please don't hesitate to reach out to our ************* Team if there is anything we can do to assist you further.
  
  *****
  *************
  ********************** & ********************

  Customer response

  10/21/2024

  [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

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought from their online app on October 10th a $190 package with the eta 10/17. I get an email 10/14 at 1:03 that package has been delivered. I was at work until 7 PM that day. I got home and could not find the package, and confirmed with my neighbors they havent seen it. Weve never had an issue with theft, however I saw in the picture their shipping carrier used, the obviously labeled and bulky package was left in plain sight for all pedestrians to see, rather than hidden behind a door or plant like other carriers do. Ive reached out to both abercrombie and OnTrac, and they are both refusing to help at all given that they took a picture of the delivered package. Abercrombie could only offer to reship the package with free shipping (which I already have on all my orders since ive been VIP with them for years).

  Business response

  10/17/2024

  Hi Christina, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order that was delivered on October 14th!

  We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a reshipment was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order 21114199230.  We would be more than happy to get this order reshipped for you! 

  All reshipment requests on orders must be sent to the same address the first shipment was sent out to. Since we see through your conversation with our Customer Care agent that the address has been confirmed along with the delivery photo, we have requested a reshipment for you on your order. Once the reshipment has been processed by our Distribution Center, you'll receive an email confirmation with tracking details. If any items become unavailable during this process, a refund will be issued to your PayPal account for those items instead. Please note, there will not be an additional email sent regarding any possible refunds, therefore, we would advise you to keep an eye on your account for any refunds me may need to process on your behalf. 

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

   

  Amy

  Customer Care

  Abercrombie & Fitch
  
  

  Customer response

  10/17/2024

  [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. Thank you for the prompt response and solution! I’m excited to receive my Christmas sweaters for the holiday season. 
  
  Regards,
  
  Christina Tang

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sep. 26, 2024, I placed an order online with Abercrombie (order number ***********) containing 9 items. Unfortunately, they arrived late & I changed my mind, so I returned all 9 items by mail in one single package. On October 8, they processed my refund, but they only refunded 7 items. Refund for the two items (YPB neoWARM Liner light (*********) and the The A&F ******************* Mini Skort (*********)) is missing, I followed up in the past ten days and they insisted they did not receive them in the package. However, they did not provide any proof - just a statement. At this point since I also don't have proof, we are at an impasse. I request the refund to be processed.

  Business response

  10/17/2024

  Hi *****, 

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

  We are sorry to hear that you did not receive the full amount of refund that you were expecting on the return you have made on order ***********. Upon review of your order and return, we see that when the return was received by our ******************* 2 items were marked as missing from the returns package; the *** neoWARM Liner light & The A&F ******** Faux Suede Mini. Since these items were marked as missing from the return, we were unable to process a refund for them. So sorry about that! We must receive all of the items in order to process refunds on them.

  We would advise you to double check that you do not still have these items. If you are able to find them, please create a new online return for them and ship that back to us so we can get those refund processed for you accordingly. 

   

  ***

  Customer Care 

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

   

  
  

  Customer response

  10/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22431831
  
  I am rejecting this response because:

   

  you noted the items are missing - would you please provide a note, such as a picture proof that you only received the 7 out of 9 items I returned?

   

  To respond to your note, I do not currently still have these items as I have returned them. I again request the refund for these two items.
  
  Regards,
  
  ***** Song

  Customer response

  10/23/2024

  Hello

  I understand you may publish these comments. How will my personal information appear? 
  

  please advise.

   

  thanks!

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The order arrived damaged and missing items, so those items were reshipped to me.09/28/2024: I returned all of my items from the order in store. I received receipt time stamped 13:36 and totaling $411.70. This receipt had five items listed as $0.00. Due to this, the clerk rang up a separate shipping slip barcode the five items that were reshipped to me (SKUs *********, *********, *********, *********, and *********). Receipt time stamped 13:39 and totaling $193.54 notes that four of these five items were then refunded to me. This leaves only SKU ********* to be refunded ($70.95). The clerk attempts to refund me for SKU ********* repeatedly, then finally goes thats weird, we never have to have a card scanned for a refund, only purchase. She then CHARGED me for a) $70.95 and b) the wrong item (SKU *********). It was escalated to a manger in-store who told me she could only offer me a giftcard unless I wanted to wait an hour while she escalated it to the central Abercrombie office - I chose to wait. They told me it was resolved and I would be refunded immediately for the accidental charge for SKU *********. The girl also called to get my initial order (SKU *********) refunded and said I would receive it in 2-3 days. This means I was charged $70.95 for SKU ********* when I ordered AND erroneously charged $70.95 in-store for SKU ********* - totaling $********* is now 10/11/2024. I have called, emailed, chatted in app, and WhatsApped Abercrombie nearly every 2-3 days for hours. I only received $193.54 for the receipt time stamped 13:39 and $70.95 for the receipt time stamped 13:44 (the erroneous charge for SKU ********* refunded by the central office, as denoted by **********, OH on the bank statement).This means I am still waiting to be refunded $411.70 for receipt time stamped 13:36 as well as $70.95 for ********* (rang up as $0.00). Despite several reassurances each time I contact them, no one from Abercrombie has reached out to me regarding my refund.

  Business response

  10/15/2024

  Hello *********, 

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

  We are sorry to hear you are still missing refunds from all the returns you made at our ************** Abercrombie & Fitch location on September 28th. We truly understand the concerns in receiving your refunds in a timely manner and have researched this situation to great extent for you today! We deeply apologize for all the struggles this has been trying to obtain your refunds for your merchandise! 

  We can confirm the following refunds have been issued on your order: 

  -$70.95 issued on September 15th
  -$70.95 processed on September 29th
  -$193.54 processed on September 29th 

  Your overall order total as $676.19, therefore the missing amount to be refunded to your order is $340.75. After reviewing your store receipt of $411.70 we see that one of the items in that return was also requested on your order for a refund; which is one of $70.95 refunds you have received. We can confirm that an additional refund in the amount of $340.75 has been issued for you today, October 15th. Please allow 3-5 business days for this refund to reflect to your **** ending in 7307.  

  We greatly appreciate your patience while we worked diligently to get this refund issue resolved for you *********! If we can be of any further assistance, please do not hesitate to reach out to us ************************************************** We are happy to help! 

   

  ***

  Customer Care

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

  
  

  Customer response

  10/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22410217
  
  I am rejecting this response because: 

  The rationale for not refunding my full $411.701 is incorrect. I will attach the receipts again for your review.

  I paid -$676.19 on 09/13. I was refunded +$193.54 in-store on 09/28. This leaves Abercrombie owing me **-$482.65** -- this was broken into -$411.70 (time stamp 13:36) and -$70.95 (never refunded!).

  As explained in previous correspondences, this is further complicated by the fact that I was accidentally charged instead of refunded an ADDITIONAL -$70.95 on 09/28. Therefore, Abercrombie actually owed me +$553.60 (the aforementioned **$482.65** plus the extra $70.95 erroneously charged on 09/28) if you subtract the $193.54 I was refunded in-store on 09/28. I was refunded +$70.95 on 09/30 for the erroneous -$70.95 charge in-store on 09/28, but not the $70.95 that contributes to the **$482.65** your store owes me.

   In case this is still unclear: I paid -$676.19 on 09/13 AND was erroneously charged an additional -$70.95 on 09/28, meaning in total Abercrombie owed me *$747.14*. The only refunds I have received were +$70.95 on 09/30 and +$193.54 (bank statements attached). This means that I have paid Abercrombie -$747.14 and only received +$264.49 in refunds. THEREFORE, if you are refunding me $340.75, you will have only refunded me $605.24 in total. That leaves $141.90 of unreturned money to me ($70.95 x 2). This is theft.

  Regards,
  

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

  Business response

  10/16/2024

  Hi *********,

  Thanks for reaching back out to Abercrombie & Fitch via the Better Business Bureau!

  We apologize for the confusion surrounding the refunds you have seen in your account so far. We are happy to provide you with further refund details to communicate with your bank/credit card company! Below you will see that we have included the *** numbers for all the refunds that have been processed along with the one charge you received in our store by mistake as well. *** stands for Acquirer Reference Number and is a specialized number that gets assigned to every credit card purchase and refund transaction. By providing you with these numbers your bank/credit company will be able to track the refund details further for you.

  -$70.95 refund issued on September 15th : *** number 74137464260001583777885
  -$70.95 charge received on September 29th: *** number 24137464273001255283980
  -$70.95 refund processed on September 29th : *** number 74137464273001537146703
  -$193.54 refund processed on September 29th  : *** number 74137464273001537146885
  -$340.75 refund processed on October 16th :  *** number 74137464290001761389648

  We hope this additional information helps with recovering your refunds!  Upon further research we have found that the store charge your received of $70.95 was not actually processed for a refund. So sorry for that mistake and miss on our part! This refund has been processed for you on October 16th. Please allow 3-5 business days for this refund to reflect to your **** ending in 7307.

   If we can be of any additional help, please do not hesitate to reach out to us ***************************************************************************. 

   

  ***

  Customer Care

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello, I ordered a package from Hollister on august 25th consisting of *********************** the total of $157.01. On august 26th, I received an email that it was shipped through ******. My package was not moving for 2 weeks and no tracking number was provided. I messaged Hollister team who told me to wait and so I did. On September 7th, 11:47pm on a Saturday I get a message that my package was delivered. No one rang the bell, no one called from downstairs, absolutely no sign of delivery, did not find my package anywhere and waited 2 more days before contacting Hollister. I contacted the Hollister who told me Ill be issued refund yet on September 10th, I get an email from Edher from ********************* team who gives me ontrac website and tracking number (this is the first time Im getting a tracking number) which is also wrong btw and tells me my package was delivered and I will not be getting my refund. I find on my own the tracking number through the website to find out where my package is. ****** tells me they could not locate my package and to contact the seller. For the past 3 weeks, I keep chatting with Hollister team members who are very unhelpful and tell me there is nothing I can do and that ********************* team is not going to investigate this. I asked them to show me proof of package and they literally tell me THERE WAS NO PHOTO PROOF OF THE PACKAGE. I get told this by multiple customer service representatives. I message ontrac again who told me to contact the seller again. I contact my bank who told me Hollister denied my claim because apparently my package was Delivered despite there being no photo proof and ontrac telling me they could not locate my package. I contact the support team again and they tell me theyll reach out to resolution team again. On September 28th, the resolution team tells me the decision is final and I will not be getting my refund. How is this possible? For the past 2 months Im unable to get my refund, NOT OKAY!

  Business response

  10/15/2024

  Hello Alina, 

  Thank you for contacting us via the Better Business Bureau regarding your missing order 21111390745!

  We are truly sorry for all the hassles you have had regarding the missing package and continuous miscommunications regarding your order!  Our Global Home Office team has been able to review your conversations with our Customer Care agents and Research and Resolutions team. We have reviewed your order and the tracking history in detail, and we have made the decision to overturn the initial refund denial on your order 21111390745. 

  We can confirm that a refund has been issued on October 15th in the amount of $157.01. Please allow between 3-5 business days for this refund to reflect to your VISA ending in 8389. 

  We also wanted to confirm that the carrier, OnTrac, did not provide a photo of delivery on this package.  We can confirm that some carriers do not always provide photo delivery every time they deliver a package. We know that having this photo delivery is truly beneficial when trying to locate a package that has been marked as delivered, however, this is out of our control since it is up to the carrier if they provide a delivery photo or not. 

   

  Amy

  Customer Care

  Hollister Co.

  
  

  Customer response

  10/18/2024

  [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 also wanted to say that yes sometimes carrier shipping may not provide package. However, ontrac themselves told me they could not locate my package which further indicates that something have happened. Abercrombie please stop using ontrac! It is really disrespectful to your customers. Especially since this company has so many complaints. Do better for your customers.
  
  Regards,
  
  Lina K.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order, received it. Wrong items shipped, one item missing. I went on live chat with customer service and he said he can confirm missing items and he was gonna send it to be refunded. I received an email from hollister saying all items in the package were shipping. Just a lie to not need to refund me. They tried to say maybe the delivery service stole my items. When the packaging is a plastic bag that would need to be ripped to get into. I provided proof of the wrong items shipped as their SKU doesnt match.

  Business response

  10/15/2024

  Hi Hayley, 

  Thank you for contacting us via the Better Business Bureau regarding your missing and incorrectly received items from order 21121373242!

  We are sorry to hear that you did not receive all the items in your order & that you received incorrect items instead! We want to apologize for the miscommunication and confusion this situation has caused you and assure you that we are here to help! 

  When incorrect items are received within in an order, we ask that the customer creates an online exchange/return to get the items back in our hands. If you are creating an exchange you can select wrong item received and then select the item you are wanting back in exchange. If you would rather just return the item to us for a refund you would want to select the same reason code, therefore, the return fee will be waived for you returns package. You will receive a follow-up email confirming your return and a return label will be included in that email for you to print off and apply to your returns package.

  Once we receive you return back at our ******************** we will either get your exchange released in our system and processed for shipment or process our refund, all based on your returns selection when you created your online return. 

  We are looking forward to receiving this package back from you so we can assist you with the issues in your order! Please remember to include your invoice within your returns package for u 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

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

  
  

  Customer response

  10/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22420423
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ********

  Customer response

  10/20/2024

  my reason for rejection didnt send in properly. They have solved one issue. But they havent solved the issue of my missing item. How am I am supposed to get a refund on my missing item. 

  Business response

  10/22/2024

  Hi Hayley, 

  Thank you for reaching back out to us via the Better Business Bureau regarding your incorrect order! 

  We see upon review of your order that you have already created the return on October 21st. Once items have been received we can get the refund issued for you on the incorrect items received along with the missing item(s) in your order. So sorry if there was confusion on this process with our previous reply! 

   

  ***

  Customer Care

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

  Customer response

  10/31/2024

  [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

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was advised that my order was delivered by FedEx the package has been stolen. After email/phone chat Fedex has advised me to reach out to the carrier. I would like to request a refund.

  Business response

  10/14/2024

  Hi *******,

  Thank you for contacting us via the Better Business Bureau regarding your order that has not been received! 

  We have reviewed the tracking history, delivery photo & your previous conversations with our customer care team regarding the delivery of your order ***********. We are truly sorry to hear that you did not receive this order as the tracking with FedEx states it was delivered for you on October 12th. 

  We have put in the request for the refund on your order today, which is what you indicated you would prefer of a reshipment of the order. That request will have to be reviewed by our internal teams and can take up to 24hrs. Upon approval of this request, we will issue that refund back to your ****** account. Please allow up to 14 days for that refund to reflect back to your account upon the approval. 

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

   

  ***

  Customer Care

  Abercrombie & Fitch

  Customer response

  10/14/2024

  [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

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Abercrombie account had been hacked and a purchase made on my account using $80 in rewards that I had accumulated along with a 20% coupon loaded onto my account. Shortly after I got an email that an order had been placed and my account password changed, I had called Abercrombie and reset my password to regain access to my account. The representative said he would transfer me to the fraud specialist to get my rewards back on my account and they would email me within 24 hours. I had received an email confirming fraud and to dispute the charge with my credit card, however, they used my rewards to place the order not my credit card. I had emailed them back regarding this, for which they responded that they would transfer me again to another team to get my rewards issued back within 2-3 business days. I had waited this amount of time and used online chat and I called, for which they said wait more and that they are resending information to the same "specialist team". I was transferred during both chat and phone to a department that did not respond. During all of this, no one had cancelled the order either and I am still being forced to be help accountable for this purchase with my rewards. They do not have adequate resources to handle this type of security issue promptly and appropriately for customers. This has been a frustrating process that still has not been resolved and shows the lack of infrastructure and protocol in place for fraudulent charges.

  Business response

  10/14/2024

  Hi Nathan, 

  Thank you for contacting us via the Better Business Bureau regarding your account and your missing rewards and coupons! 

  We understand what a frustrating situation this has been with someone getting ahold of our account information and using all of your hard earned rewards cash! This is not a situation we want to see any of our customers have to go through! 

  We would like the opportunity to discuss this situation with you in more detail, therefore, a member of our customer care team will be reaching out via email to you shortly to help resolve this issue with your missing rewards and coupon for you! Please keep an eye open for our email so we can help get this resolved for you. 

   

  Amy

  Customer Care

  Abercrombie & Fitch

  Customer response

  10/18/2024

  [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,
  
  Nathan

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - placed an online order for over $500.- received all items within a timely matter - went to return items from the order and was told the follow (all of which was not done by me and is fraud):1. After the order was placed, a request was made by a fraudulent email address to Abercrombie that items were missing from my order and they requested a refund in the form of a gift card 2. Abercrombie issued the gift card to the fraudulent address, which the fraudster subsequently spent the full balance 3. When I notified Abercrombie of the fraud and that I am still in possession of all the items in the order, they refused to acknowledge it and will not issue a refund 4. I am still within the window of the return policy and should be able to return the items for a full refund. They are currently holding my funds hostage on the account of fraud, which they are allowing to be committed

  Business response

  10/09/2024

  Hello Julia, 

  Thank you for contacting us via the Better Business Bureau regarding your order and refund that was incorrectly processed! 

  We hate to hear of this situation you have been going through on your order 21114704930! Upon further review of the contact history associate with your email address and phone number we have been able to identify when the email was changed on your order and the call was made to request a refund on multiple items in your order. Our internal teams are still reviewing this activity and working actively to prevent situations like this from occurring for any of our customers going forward! 

  We have been able to successfully process a refund to your Apple Pay account for you today, October 9th in the amount of $303.76.  Please be advised that it can take between 3-5 business days for this refund to reflect to your account. If you have an open dispute with your bank regarding this refund, you may possibly need to close the dispute in order for the refund to fully process to your account. We would advise you to keep an eye on this to ensure that the refund is correctly received.

  If you would still like to return those items, please ship them back to us, free of charge, using the return label included on your invoice. We have waived all return fees associated with the label. If it’s more convenient, you could return the item to a nearby store instead and inform them a refund was already processed. If you ship the items back to us, please include a note that a refund was already processed attached to the invoice so our Distribution Center can process it correctly.
  

  We appreciate your patience while we worked to resolve this order issue for you. If we can help with anything else, please, do not hesitate to reach back out to us at abercrombie@abercrombie.com with any other questions or concerns you may have.

   

  Amy

  Customer Care

  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. ↩