Reviews

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

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  Abercrombie & Fitch

  6301 Fitch Path New Albany, OH 43054-9269

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  Abercrombie & Fitch

  1201 Boston Post Rd Milford, CT 06460-2703

• 

  Hollister

  313 Smith Haven Mall Lake Grove, NY 11755-1201

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  Hollister

  313 Smith Haven Mall Lake Grove, NY 11755-1201

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  Hollister Company

  720 5th Ave Fl 8 New York, NY 10019-4107

Review Details

• Review fromHaley C

  Date: 04/13/2025

  1 star

  Haley C

  Date: 04/13/2025

  Their return policy was not clear in-store. I tried to return a dress within 60 days and was only made aware at returning that you have 30 days. This should be more up front in the store especially for people who do not typically shop there. Their customer service has been incredibly unhelpful and rude at times while I try to find a way to make this return.

  Abercrombie & Fitch

  Date: 04/15/2025

  Hello!
  
  Thank you for taking the time to share your feedback with us and bring this issue to light. 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 do have a 30 day return policy for online and in-store purchased items. You can copy and paste the following url to view the full terms our return policy:

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

  Thank you for your understanding. 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!
  

• Review fromAddie D

  Date: 01/30/2025

  1 star

  Addie D

  Date: 01/30/2025

  I had ordered some dresses, and I did not receive them. I received a picture from "OnTrac" shipping, which showed a picture of my front door, with some packages at the door. It is unclear what package was even from Abercrombie, if any, as there was no distinguishing factors and no packing slips visible. Of note, I have never had any stolen packages at my apartment. Also, packages in the photo were accounted for by my roommate and neighbors. I complained to Abercrombie, who stated their "policy" was they were not responsible for their products once they are shipped. I argued back that they should use better quality shipping partners, and I had never had a company state they did not care whether their products made it to their customers or not. *********************** resolution was to provide free shipping and they would ship the items again as an additional purchase. When I asked the company to provide me the policy where it states they are not responsible, or where they notify customers at check out, they simply ignored my question and stated they were not liable and to file a police report (even though I pointed out I could not say the package even arrived, as it was a picture of my front door with several packages sitting there, all indistinguishable). I again asked them to provide the policy as I asked, to which they said they were no longer going to dispute or answer me. I have never experienced customer service disregard my questions; I felt I was talking to a chatbot. Negligence of a company using bad mail carriers & refusing any responsibility is unacceptable. I lost $250, and as a nurse, that is significant money-- yet it would have been a drop in the ocean to A&F. I used to be a frequent customer of ********************** and even had VIP status, and will no longer be shopping with the company.And of note, the shipping company has also been unresponsive, emphasizing the lack of ******************* that should be expected of a huge company like A&F and their partnerships.

  Abercrombie & Fitch

  Date: 02/03/2025

  Hello *****,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that 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. 
  
  

• Review fromAshley W

  Date: 01/28/2025

  1 star

  Ashley W

  Date: 01/28/2025

  I paid for an order that was never delivered. I provided confirmation from my apartment manager who checked the video surveillance from my apartment at the time/date Abercrombie said it was delivered. There was nothing delivered. Despite video proof that no delivery was made to my address, the customer service refused refund or re ******************************* used an obscure shipper that isnt the normal ********** or ****** Abercrombie customer service said that any loss by the carrier is borne by the customer. Thats not stated in their ******** basically I paid $300 for something that never came and the company refused any reasonable resolution saying they evaluated all factors. I paid for something that I can prove never came. What other factors are there?

  Abercrombie & Fitch

  Date: 01/30/2025

  Hi ******,
  
  Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved as of January 29th, 2025!  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!

• Review fromDezaray L

  Date: 01/28/2025

  1 star

  Dezaray L

  Date: 01/28/2025

  Like many others, I received an order and an item was missing so I contacted customer service who said they would reship. An hour later I got an email from the investigation team stating they canceled that order and denying responsibility for the package and that I should ship my orders to the store or a different location. I called back and they said the team will get back to me. They continued to email me denying responsibility saying they sipped the item and I could take it up with local authorities and my financial institution. As a loyal customer, this is very inconvenient and frustrating. I shouldnt have to explain to Abercrombie about how this is bad business practice.

  Abercrombie & Fitch

  Date: 01/30/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau regarding this matter. We're very sorry to learn that your order was received with a missing item!
  
  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. 

• Review fromLauren L

  Date: 01/21/2025

  1 star

  Lauren L

  Date: 01/21/2025

  I bought four pairs of jeans recently, and Sizing is completely off. Each one is so ridiculously different from the next. Some are way too big, way too short, way too tight. These jeans were marked final sale and the customer service department might as well be non existent. They wouldnt do a single thing for me. It should be illegal to false advertise sizes. How is anyone suppose to buy anything online when they size chart is that inaccurate. I dont have a store nearby to try things on. Im so disgusted with Abercrombie. I thought they were turning their business around since they closed the last time due to terrible product / customer service but I guess not. Do yourself a favor and shop elsewhere!!

  Abercrombie & Fitch

  Date: 01/24/2025

  Hello ******,

  
  Thank you for taking the time to share your feedback with us. We're sorry to hear your purchase didn't work out! Our team is aware of this type of feedback and takes it very seriously.

  We are continually working to improve consistency in the fit of our jeans within each denim fit. With denim, each wash and color can affect the way the denim fabric feels, stretches, and performs on the body. We are working hard to adjust for these differences and will be sure to take your comments into consideration when designing our future collections.

  While this matter is most unfortunate, our website specifically states that products marked as final sale, custom products, or personalized products are final and are not eligible for returns, exchanges, cancellations or alterations. Our team is unable to offer assistance as per our policy.

   

• Review fromZehra G

  Date: 12/12/2024

  1 star

  Zehra G

  Date: 12/12/2024

  Hollister told me that the package is arriving through *********. Then Purolator told me that they cant deliver to my home so I asked them to leave at a store. The Hollister *** told me that I can pick up by 4th December and I called on 4th December to ask where I can pick up and they said they cant locate the package. Now they are not helping me at all. They are copy pasting the same response and not helping at all with anything.

  Abercrombie & Fitch

  Date: 12/15/2024

  Hello *****,

  
  Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was not received!

  
  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. 

  
  Please on the lookout for that email!
  
  ****
  *************
  ********************** & ********************

• Review fromBrooke B

  Date: 12/06/2024

  1 star

  Brooke B

  Date: 12/06/2024

  Ordering from the online store has been a complete disaster. Sizing was off, exchanging was difficult, shipping afterwards has been terrible, and their customer support since had been awful and rude. I tried to order a dress for my birthday event. I ordered it a month ahead of time, to give myself some extra wiggle room in case shipping took forever. First shipping was surprisingly fast, but the dress was way too big, despite using the sizing chart. I went through the whole exchange process, and waited, waited, and waited despite ***** saying my return was accepted, A&F didnt accept it for another week and a half after that, and didnt dispatch the exchange for several more days. Their use of ****** shipping has only made it much, much worse because now, my event is tomorrow, and I dont have a dress. A&F customer support are incapable of writing actual responses to inquiries, preferring to copy and paste non-responses to simple requests for help and updates throughout this process. Their use of the worlds worst shipping service is just the crappy cherry on top. I will never order from here again, based on this experience. When (and if!) the dress actually arrives, Im turning around and returning it, too. A company that doesnt actually respect its customers time and money doesnt deserve to take my cash.

  Abercrombie & Fitch

  Date: 12/07/2024

  Hi ******,
  
  Thank you for taking the time to share your feedback with us and bring this issue to light. Here at A&F, 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.

• Review fromMaggie W

  Date: 12/03/2024

  1 star

  Maggie W

  Date: 12/03/2024

  I have never been treated like this by any other company in my life. They are stealing $90 from me and seem to be perpetrating fraud against customers repeatedly.I ordered 5 pairs of jeans in order to find the fit & size that worked for me, a total of $450. Only 4 pairs of jeans arrived when the order was delivered. I reached out within the first 30 mins after delivery to let them know that there was an item missing in the order ($90), I was told they'd refund that item but within an hour of that communication with support, the refund was canceled. When I reached customer service they said they'd send it to their "investigations team". After the "investigations team" reviewed, they communicated that they were sticking with their original decision to deny refund. I pointed out that they were stealing $90 from me & that this is a recurring issue as shown by reviews on ***************************** like Reddit. They again replied that they wouldn't be honoring a refund for the missing item. "We understand that this may not be the outcome you were hoping for, and we would like to extend our sincerest apologies. Please rest assured that we carefully evaluated all factors before reaching this conclusion." How exactly can you evaluate all the factors before reaching a conclusion when 4 items arrived at my house when I was owed 5?! That's literally the only factor to consider. I have a few pairs to return to ********** assuming that process won't go smoothly either. As another reviewer wrote - DO NOT BUY FROM ABERCROMBIE & if you have already, RECORD YOURSELF OPENING YOUR PACKAGE. This is a recurrent fraudulent act that Abercrombie is continually doing to customers. They either have a major theft issue in their distribution centers or are intentionally sending out orders with missing items in order to pad their sales numbers. Either way, it seems to be a recurring problem & incredibly intentional. I'll be contacting my state's attorneys general office of consumer protection next.

  Abercrombie & Fitch

  Date: 12/07/2024

  Hello ******,
  
  Thank you for taking the time to share your feedback with us. We have reviewed your concerns and are happy to confirm that it does appear as though this issue was resolved as of 12/2/24 and a refund of $90.00 was issued back to your ***** It will be reflected back to your account within 3-5 business days. 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! 

• Review fromErin G

  Date: 12/01/2024

  1 star

  Erin G

  Date: 12/01/2024

  Abercrombie's policy on stolen packages is absolutely unacceptable. Despite being a massive company, they offer no buyer protection and continue to rely on ******* shipping partner notorious for issues. When my package was stolen within two hours of delivery, Abercrombie's solution was to let me repurchase the items at the same price with free shipping. Meanwhile, another retailer fully refunded my stolen package with no hassle when a replacement wasn't in stock. Abercrombie's suggestion to "seek help from local authorities" is laughable and entirely unhelpful. They also threw in a one-time 20% discount, as if I'd ever shop with them again. I had another $400 order delivered successfully the day before, that is over $600 spent in one weekend. Are you KIDDING me?The responsibility for ensuring package delivery lies with Abercrombie and their shipping partnernot the customer. Its absurd to shift the burden to consumers, especially loyal ones like me who have spent thousands of dollars with the brand in the past year. With so many other brands, like Revolve and Quince, offering better service and buyer protection, theres no reason to stick with a company that treats its customers so poorly. Due to their archaic policies and complete lack of accountability, Ill never spend another dollar at Abercrombie. There are far better options out there.

  Abercrombie & Fitch

  Date: 12/03/2024

  Hello ****,

  
  Thank you for taking the time to reach out!  We would like to express our heartfelt apologies for any inconvenience you may have encountered by your order being stolen, especially given this busy time of the year!

  Our Research and Resolution team takes great care in reviewing all requests, and they have taken the time to re-evaluate your recent request for order 21132063390.
  
  As a gesture of goodwill, we are pleased to inform you that we have reversed the previous denial, and your refund was approved on 12/3/24. The amount of $127.50 has been processed back to your Mastercard. You can expect to see this amount reflected within the next 3-5 business days.
  

  In the future, 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. 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.

  Additionally, if a similar incident occurs and 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# ************.

  
  

  Abercrombie & Fitch

  Date: 12/03/2024

  Hello ****,

  We would like to offer a brief correction of our last response. We meant to state that your order was 21136516422. That order was refunded and $127.50 has been processed back to your Mastercard. We apologize for any confusion or concern this has caused you! If we can help with anything else, please don't hesitate to reach back out to us at ***************************************************************************.

• Review fromCynthia K

  Date: 11/22/2024

  1 star

  Cynthia K

  Date: 11/22/2024

  Abercrombie's shipping partner ****** completely misplaced my order and delivered it to a wrong address that was not the address on the package. Ontrac marked this delivery as "Completed" and attached a picture for proof, however, the picture was not my house and did not have any identifiable markers for me to investigate.I contacted Abercrombie customer support immediately, showing a picture of the front of my house. They at first offered to replace my package, and then changed their mind a few days later saying they will not honor the replacement and I should seek help via "local authorities". 1 - Why would Abercrombie offer to resolve my issue and then change their decision? This whiplash is not a satisfactory way to handle customer service requests.2 - How would I be able to ask my local authorities to help without any leads as to where OnTrac delivered it to? Abercrombie has the partner relationship with ****** and should lead the investigation, instead of putting the burden on the consumer. It seems like they are asking me / the local policy to walk down every street in my city with hopes of matching the house on the picture!Thankfully I was able to dispute the charge through my credit card company (shout-out to Chase ******** ******* benefits). I have been a loyal customer for many years with a high propensity to spend, but cannot justify continuing to spend with a company that does not prioritize customer satisfaction or even a basic fulfillment of the goods promised. There are plenty of other competitor brands out there that are more reliable (i.e. Revolve, Quince, **************) and I recommend you spend your dollars there instead.

  Abercrombie & Fitch

  Date: 11/27/2024

  Hello *******,
  
  We want to extend our sincerest apologies for the inconvenience you experienced with your order, as well as the initial denial of your reshipment/refund request. Our Research and Resolution team takes great care in reviewing all requests, and they have taken the time to re-evaluate your recent request for order 21132427880.
  
  As a gesture of goodwill, we are pleased to inform you that we have reversed the previous denial, and your refund was approved on 11/26/2024. The amount of $108.63 has been processed back to your ***** You can expect to see your refund reflected within the next 3-5 business days.
  
  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!