Abercrombie & Fitch Home Office - New Albany, Ohio

Deanna R.

This company is a joke. For the prices they charge, you'd expect a lot more. I placed an order on 11/30. It is still not delivered on 12/16. There is not a company in this country that takes this long to ship something. It was a small order too. There was no shipping up date on the link provided for over 9 days. THREE separate dates were given for delivery through the link, but still no package. Now, all the sudden, I contact the company and its supposedly being delivered today. This was after I sent an email 4 days ago with no response, and spending 27 minutes on the phone today. What a coincidence that the day I call to complain the package is magically on its way. Everything about this screams scam. They won't refund my money. By the time I actually get the order, if it even comes, it will probably be past the return date. I will never shop at Abercrombie again.

Jane M.

I am super disappointed online shopping experience. I placed an online order on 11/2/2024
One of the items was delivered in a worn and dirty condition.
I contacted the customer service team immediately upon discovering this issue. Despite my timely reporting, the resolution process has been unreasonably delayed, I haven't gotten my refund until today. I have been a customer since 2018, but will never shop in this brand anymore. The journey ends here.

This is not the first time issue I have encountered with Abercrombie & Fitch’s online orders. Previously, I ordered an adult T-shirt, but ended up receiving children’s jeans instead,
It is extremely disappointing.

Mackenzie B.

Unfortunately even being a loyal customer for over a decade now, I have received the worst customer service and have felt entirely let down. There was zero help, understanding or result in my crappy experience and I felt the need to share because it was terribly disappointing. Do better. Respect your loyal clients and improve your customer service before you lose more clients.

Brian H.

Amazes me that Executives at this company have zero common sense when it gets close to a holiday. Ordered was supposed to be a surprise Christmas present but, nope had to have the brand name wrapped all over the package. Didn't even get an alert when it was supposed to be shipped or anything. Just showed up and ruined it! I'm sure I'm not the only case. Thanks for using common sense Abercrombie!

Jason W.

Your OnTrac standard delivery service is a complete joke and the prices paid you should not have to pay extra to have delivered correctly! With hopes your company falters in the very near future!

Gr8fdlvr

I ordered an e-gift card for my son and it was denied because of the billing address. I called and the lady reordered it but did not ask what card I picked or any information about it, so she had to cancel it and let me place it again so
I could choose. We did it while she was on the phone to make sure it worked, she checked then told me everything was okay, that it went through. The next day, I received an email (and so did he) saying the order was canceled. How embarrassing and disappointing it was that he got a canceled email! I called their worthless customer service number for help again and they said I had leave a message and to wait 24 hours for a supervisor to call me back, and that my order has to be reviewed by customer relations team that could take 3 days. To top it off, they don’t call you about any issues, it is all done by email!! What company emails a customer about a credit card issue?!?! It is completely ridiculous!!! This is an e-gift card that should be immediately emailed with no issues!! None of the other 5 companies had issues and they all have customer numbers if there was one. I called my credit card company and they said Abercrombie keeps cancelling it, it isn’t on their end. I tried placing another order, with a different card thinking they thought that card was fraudulent, but that order was cancelled too! I called several times and their customer service department is useless (I was told they work from home so they can’t do anything), they have no fraud department, supervisor, or anyone else you can talk to about anything to help only the same phone number that you can call if you are placing a new order. I ordered all of the other e-gift cards and this is the only one who refuses to let it go through and now I can’t shop or do anything until they review it. This is the worst company I have ever dealt with! How do they not have a fraud department phone number or a supervisor at all?! I have always liked Abercrombie, but it has gone downhill. I now have to wait to hear VIA EMAIL about resolution because they don’t seem to know how to use a phone and now I cannot order another one because they have to resolve the issue first. This is all do to their negligence and a simple conversation could clear this up, but they don’t do that. I could walk into a store, overnight a real gift card, and they would have it faster! I deal with so many companies where I have to order thousands of dollars in items for companies online every day and this by far is the worst I have ever had to deal with ever! I honestly can’t describe how upset or frustrated I am! I will not be shopping in their stores ever again!

Karen P.

Most inefficient company I have ever ordered from.
Placed order on 11/8. On 11/10 I received a shipment confirmation and my account was debited 289.00
On 11/13 and was told my package would be here no later than 11/16. 11/16 I was told package never shipped and no one knows why. I was promised a 2 day shipment and was told confirmation would be sent. On 11/17 I was told shipment is waiting approval for 2 day shipping. Stil don’t have shipping confirmation I asked for a supervisor and was told an email was sent requesting one call me in 12 hours. THIS PLACE IS A JOKE
THEY TAKE YOUR MONEY AND DO NOT SEND YOUR ORDER!!! Do not order from them. Much better service with same quality is out there so don’t wait your time.

Hillary

I have spoken with several representatives at Abercrombie and Fitch regarding two previous orders I placed. The items that I purchased ended up being the wrong ones. These items were never worn, tried on, and they have both tags attached. The first representative I spoke with on June 5th sent me two return labels to ship back the items and receive a full refund for my original form of payment. Both items were received by the Ohio headquarters on June 10th. I called the return department June 11th regarding my refund and spoke with Sebastian R. He told me I would only receive an e-gift card. I asked to speak to a supervisor and he let me know, no one was available they would get back with me after he sent a message out. When a customer service issue is escalated, it is imperative that a supervisor become available to resolve the issue. He gave me every excuse as to why I cannot speak with a supervisor. I ended our phone conversation and called back. From there I spoke with Savannah. Savannah stated she was messaging back and forth with the supervisor to have an e-gift card issued, then the payment team would reach out to cancel the e-gift cards and send me a full refund to my original form of payment. She apologized for Sebastian poor quality of customer service, and that he would receive additional training from his supervisors. She stated she’s worked there 5 years and was more than happy to help with my issue. I received the e-gift cards the same day and from there I would wait on the payment department to reach back out. I woke up Saturday morning June 12th to an email from a customer service rep named Bruce. In the email he spoke about the years 2018, 2019, and some of 2020. My items were purchased in 2020. He also stated I would not revive my original form of payment but I could keep my e-gift cards and that they do not expire. I was told by the first representative on June 5th I would receive a refund in my original form of payment. I was then told by Savannah I would receive e gift cards and her supervisor stated the payment team would reach out, cancel my e-gift cards, and issue my refund in to my original form of payment. June 12th I am now on the phone with another customer service rep saying we can’t reach our supervisor by phone since we are working from home, we also can’t reach the payment team by phone. During this pandemic, how are you working from home but not able to assist a customer? What exactly are you doing? I shouldn’t have to put my personal business on blast to receive a full refund. I will not be purchasing from here again!!!