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Business Profile

Fashion Accessories

Abercrombie & Fitch

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Accessories.

Complaints

This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 654 total complaints in the last 3 years.
    • 322 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered over $100 in merchandise with abercrombie and fitch. My ordered got delivered and got a picture sent to me for confirmation. My package was stolen from me. I reached out to customer service in tears from frustration because the items i ordered is for a special event im attending. When I called the lady was absolutely no help and said sorry that they cant do anything about my situation. She told me to reorder my items. I cant afford to do that nor should I have to. I am a loyal customer and have never had this situation happen to me before. I am very upset with the way they handled this situation.

      Business Response

      Date: 04/15/2025

      Hi *******, 

      Thank you for contacting us via the Better Business Bureau regarding your missing order 21171458364! 

      We are so sorry to hear there was an issue with receiving your order and that your order may have been stolen from your property!  Our Research and Resolution team reviews all reshipment and refund requests and have re-evaluated your recent request for your missing order.

      We confirmed that this decision was reversed, and that a reshipment has been requested on April 15th. We are currently processing your reshipment order. You will receive another email once the shipment has been sent out with your new tracking information. If any items become unavailable during this process, a refund will be issued to your Klarna account for those items instead.

      If you believe that your package has been stolen, we would also 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 Answer

      Date: 04/15/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:04/13/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Abercrombie & Fitch Order Date 4/6/25 Transaction Amount $305.33 My order was stolen from Abercrombie & Fitch. I reached out to Abercrombie & Fitch and told them about my stolen package, they sent me a picture of proof that it was delivered which I then explained that it was delivered but I never got it, someone stole it. I called the police and filed a police report which I can give the report number if requested. I reached back out to Abercrombie again and was told theres nothing they can do. I asked to speak to a supervisor and they said they were transferring me and then hung up. I have been on the phone with them numerous times and everyone I spoke with said theres nothing they can do but offer me free shipping on a new order. I have been a long time shopper with them and have spent a lot of money on their merchandise. This is unacceptable customer service.

      Business Response

      Date: 04/15/2025

      Hello ******,

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

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

      Customer Answer

      Date: 04/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Abercrombie and Fitch and the order was missing 3 items. When I called the first time they said they would be resending the items but then I got an email saying the order was canceled (with no explanation). I then call customer service again and they say the items are out of stock so they will refund me the amount of the 3 items. Then I receive an email from the resolution department saying that their distribution center confirmed they shipped the items so I need to reach out to ***** and they will not be refunding me. I try to file a claim with ***** but they require a claim filing waiver if its not the shipper conducting the claim (aka Abercrombie) and Abercrombie responded saying they will not be taking any further action. So they are not willing to file a claim with ***** or provide me with a waiver to be able to do it myself. Now Im out $164.

      Business Response

      Date: 04/14/2025

      Hello *****,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was claimed to 

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

      Customer Answer

      Date: 04/14/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

      ***** ****

    • Initial Complaint

      Date:04/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 01/23/2025 totaling $380.75. The order was a ship to store where I would pick it up however only 2 out of the 7 items made it after 3 weeks (2-3 days is what was estimated for ship time). I ended up keeping one item and returning another due to the size. I had contacted customer service regarding the 5 other items since the tracking doesn't give me any info since its direct to store and they said that they would reship it. I then called 3 more weeks after that since there was still no word on the items and requested to just cancel the remaining order and receive a refund for the remaining 5 items which totaled over $300. That was march 7th and today is April 7th and I've still not received a refund. **************** whenever I call gives me the runaround and says their supervisor is unavailable and will reach out but they never do. I just want a refund on my order.

      Business Response

      Date: 04/08/2025

      Hello ******,

      Thank you for taking the time to share your feedback with us. We have reviewed your communication with our team and it does appear that we sent an email regarding this matter on April 7th, 2025. Please check your inbox to view our communication as it helps clarify your refund details. 

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

       

    • Initial Complaint

      Date:04/06/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan 13 I did an order for 434 $ , This order arrived Wet/stained (see pics)due to being left in another persons ****** for a few days, Eventually I found the order And I Contacted Hollister. They told me They were going to resend me another order, Cool, great. I got an email confirmation and a few hours later, I got an email they cancelled it. I called and they told me it was because some items were out of stock. Then They said I had to return the order, And gave me a label and tracking ************ ****** I shipped it back, A few days later I was told the return was cancelled because the Clothes were damange. BRAHHHHH Thats how i got them Stained wet and stinky. (see pics ), And now you guys are denying me my refund, nor returning back the clothes I sent back . I demand a refund. Please

      Business Response

      Date: 04/08/2025

      Hello **** *****,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

      Customer Answer

      Date: 04/14/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23167597

      I am rejecting this response because: Bussines threw a Direct message claimed, they received an empty packaged, This is false as I was able to obtain a receipt TEHY themselves asked for one time when I called them. There is a serious Disconnect betwen ************************** and Here. so apparantly there is Hollister and Abercombie and fitch after doing somedigging, I was able to see other people had had this same exact issue. My label said sent to abercombie NOT hollister, attached is the picture showing I sent the clothes back, and I did not even send a BOX, I sent a mailer, they sold me in the ***** store. since a box woulda just gottenwet and fallen apart.  It was a LARGE GREY bag, I have a pic somewhere if needed ILL spend more hours of my life trying to find it. Like I did with the receipt

      Regards,

      Alor Edga

    • Initial Complaint

      Date:04/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order at ************************** (Order: ***********) and my package arrived yesterday (04/02) damaged and tampered with, taped over with clear tape. I contacted ************************** through chat and was told I'd be refunded $192.62 for the missing items. I contacted them again today and my refund request for the missing items was cancelled. Abercrombie did not communicate that to me and explain the reason for why the refund was canceled. In any case, I received a package with missing items, and that is not the first time that has happened to me when purchasing from this store online. I have even received dirty clothes before. At least in the past I was given a resolution and I seek resolution as a customer trusting this website to safely deliver my **************** Date: 04/02/2025 Ship Method: OnTrac Tracking Number: D10016260361341

      Business Response

      Date: 04/07/2025

      Hello *******,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 

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

      Customer Answer

      Date: 04/07/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23158616

      I am rejecting this response because: 
      An Abercrombie customer care member has contacted me, and no solution has been offered. He said nothing can be done due to my order activity, I am assuming it is because last year I had a few missing packages and packages received damage. A little background information: I have been shopping at Abercrombie since January 2018, which is when I moved to the ***** I never had an issue with an order until the year of 2024, when my packages kept arriving damaged or simply wouldn't arrive to my college post office. Ever since I never had a problem again until this order, where again I inform you I provided pictures of the package being all ripped and taped over with clear tape, and due to the amount of times I have ordered from Abercrombie I know you don't use clear tape, so I am assuming package was damaged during transportation and the driver taped it up, but what about the 5 items missing? The package made it's way to me, but with missing items, and I am simply requesting a solution for those specific items. This package was delivered by *******, and I was personally informed by my college post office of the often issues with delivery packages that OnTrack possesses, students are often complaining about their packages being delivered to the wrong location and being damaged upon delivery, which is my case. I kindly ask for a solution to be offered, I as a loyal Abercrombie customer should not have to suffer the consequences of a faulty delivery.
      Regards,

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

    • Initial Complaint

      Date:04/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The business had an advertised promotion on their website. All items were discounted a certain amount. When added to the cart, all the discounts disappeared. I reached out to customer service and didnt hear back until after the promotion expired. I sent photos showing that the promotion was active when I tried to place the order. They initially said they would help honor it, and then did a bait and switch and said they would offer me a lower discount as a courtesy. It was a very dishonest and deceptive business tactic. I spent all morning back and forth with them providing screenshots, item numbers and my cart number and this is their response after wasting so much of my time.

      Business Response

      Date: 04/03/2025

      Hello Paria,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      Our team attempted to inform you of an update regarding this matter via chat but we were unable to reach you. Not to worry! 

      A member of our ************* team will be contacting you shortly via email. 


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

    • Initial Complaint

      Date:03/31/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am deeply disappointed with my recent experience with Abercrombie & Fitch. I placed an order for 3 items on March 25th 2025, but never received it. When I contacted customer service, I was informed that the shipping service, ******, had uploaded a photo showing my package had been delivered on March 29th 2025. However, the photo was taken from a distance, and it was unclear if the package even came from Abercrombie & Fitch. I reached out to my neighbors to see if anyone had received the package on my behalf, but no one had seen it.After further discussion with customer service, I was told there was nothing they could do, aside from offering free shipping on my next order. I expressed my dissatisfaction, suggesting they partner with more reliable shipping services, and pointed out that I had never experienced a company that seemed indifferent to whether or not their products reached their customers. When I requested to speak with a supervisor, I was told they would forward me, only to have the call abruptly end.I am extremely upset by how this situation was handled, especially given that Ive been a loyal customer for many years. I lost $260 on this order, and being told to simply reorder like it was no big deal was insulting. Based on this experience, I will no longer be shopping with Abercrombie & Fitch, and I will be sharing my experience with everyone I know.

      Business Response

      Date: 04/02/2025

      Hello *****,

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

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 



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

      Customer Answer

      Date: 04/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

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

    • Initial Complaint

      Date:03/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 3 items from A&F online for $300.11 and they were shipped in two packages. 1 package was stolen from the unsecured lobby of my building and I never received it. Their support chat said that there was no refund or replacement that they could offer.

      Business Response

      Date: 04/01/2025

      Hello Tori,

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

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

    • Initial Complaint

      Date:03/29/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order (order ***********) through the Abercrombie & Fitch app on 3/26.The order was marked as delivered on 3/28 by OnTrac tracking #1LSCXO4004U86RA I did not receive the order.I called Abercrombie customer service three times today. The first two times I was disconnected on. The third time the associate said he was escalating my concern to a team who would resolve it.This team emailed me back and all they offered was for me to place a new order and they said they would price match it to what I originally paid and offer free shipping. Neither of these options help me. I could purchase the items right now for the same price as I originally paid and get free shipping bc I am a member at Abercrombie.Abercrombie also told me to contact OnTrac. I did. They adviced me I have to contact the seller (Abercrombie) so I am stuck in the middle.I need a refund or a replacement. I have done nothing wrong yet they are treating me like this is my fault. I am also going to be calling my bank.

      Business Response

      Date: 04/01/2025

      Hello *****,

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

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


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

    Abercrombie & Fitch is NOT a BBB Accredited Business.

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