I recently placed my first order with Abercrombie & Fitch, and I'm honestly really disappointed with their return policy. Unfortunately, the items I received were too big, so I wanted to return them.

Before ordering, I double-checked several times on their website that returns were free, "no cost," including shipping. That was actually one of the main reasons I decided to shop with them.

But when I tried to make the return through their platform, I was shocked to see a €5 shipping fee for sending the package back. This clearly contradicts what their website and terms say, where it's stated that returns are completely free within 30 days.

If the policy really does charge €5 for returns when requesting a refund, this wasn't presented in a clear or obvious way before I confirmed my order. The information is buried in the middle of a long text, which an average customer is unlikely to notice - it definitely doesn't meet the standards of clarity and transparency.

I'm really shocked by how they treat their customers. The customer service responds quickly to emails, but only with generic, copy-paste replies that completely ignore the actual problem and don't offer any real solution.

On top of that, one of their customer service reps actually told me: "Si vous désirez à cause de cela avancer avec des poursuites judiciaires, libre à vous." (Eng. "If you want to pursue legal action because of this, you're free to do so.")

I really dislike big international corporations that make money by misleading customers. I feel completely dismissed because no one even offered a gesture of goodwill. I'm just supposed to pay the €5 and that's it.

I feel cheated and expected much more responsibility, consideration, and transparency from a brand of this size.

I like the store but when I shop at Burlington mall the prices are different from Pheasant lane mall NH, the prices cheaper at Pheasant lane mall, but when I checked online the prices more expensive it's like double the prices. I thought online would be cheaper. I think the technical support should fix it. And the prices should be all the same at every store.

I took a friend in to buy jeans. We were let in the dressing room only to find that it was so nasty it looked like it had never cleaned. I was so embarrassed. My friend said The store management should be embarrassed not you.

They have some nice stuff (albeit usually overpriced aside from jeans), but their online purchase/return process is terrible. Twice now I've submitted exchanges of in-stock items, they fail to send them out at all, then cancel it 30 days later (with no notice), and take another 2-3 weeks to get me my money back after that. When I've tried to straight up just return items the return button sometimes doesn't even show up on their website. Contacting customer service has been awful and they send empty apology emails with no helpful steps. They tried to "kindly" give me free shipping on my next order but gave no discount code, and I had free shipping by buying jeans anyways, so it was the lamest courtesy. It doesn't help that their sizing is super inconsistent too (e.g. Same jean style but different colour can fit so different). Would not recommend the stress. For a reputable brand it's really disappointing. Just shop somewhere else.

As many people know, Abercrombie went under and closed down a lot of their stores. I was still loyal and bought things online and saw that they had pretty easy and *fast* returns. 3-5 business days is great.

I contacted AF via chat and by phone to see how many different made-up answers I got because I still haven't received my refund. I tracked my package and they received it over a week ago (well over 5 business days). The person in the chat told me 3 weeks for a refund. The person on the phone told me 7-10 business days. I pointed out their refund policy in their website and they said that they don't specify the 7-10 days. I said why does it say 3-5 business days? And they avoided my question and kept saying 7-10. I offered to send my refund email to them and offered to review the refund policy together, but they kept ignoring my questions and I still haven't received my $150 back.

Be careful of AF keeping your money!

I am fond of their casual jackets for hiking. They are made very robust which is the main thing for me when I go hiking and camping. The last thing you want is your clothes to be of a poor quality.

I will NEVER order from this store again. Returns/refunds take forever without being resolved properly. Their customer service rep do not know what they are doing and send you in circles. Do not buy from this store!

Do not buy from this company online if you do not have a store near you to return to.

Not only will the link they send you in the email for the return label not work, but they will charge you $7 for "free" shipping, and then when you bring it to Canada post to the barcode they provide will not work so you will have to pay $30 out of your own pocket!

THEN! The customer service team will refuse to refund you because it wasn't their "error".

TERRIBLE RETURN POLICY DO NOT BUY FROM THEM UNLESS YOU CAN RETURN IN STORE

I cannot dispute the fact that they sell quality items. However, recently I tried purchasing something with a gift card I won at work. It clearly said order confirmed and even gave me an order number and an expected delivery date. …only to find out later the gift card was declined when I tried to find out why my order wasn't delivered. They sent me a screenshot of the first 6 digits and the last 4 which doesn't help because when I call American Express they also need the serial number (which I don't have). Obviously if I never got that confirmation, I wouldn't have thrown the card out. This was clearly a glitch in their system and an error on their part but they refuse to take responsibility and is telling me I can't even get a gift card from their company since my order did not go through. I even showed them emails that it did say confirm. I called and spoke to so many individuals but no one seem to care. I don't think this company remembers that it's the customers that make the business. The funny thing is, I had just bought something a week ago and loved it so much I tried to get it twice. That will be last order with this company.

I ordered a gift card for a birthday present on May 10. I never received it so I thought I would follow up on May 22 I was told at first the card was lost. Then I was told that the card would be arriving June 2. My suggestion don't order gift cards online with them, I never have received any confirmation number nor a email stating that the card was even shipped. Not happy with the service and customer service did not seem to know where my card was.

I've had several unfortunate interactions with abercrombie…

So first, I tried to return a pair of jeans that were not the right length and exchange another pair for a different size. I sent the jeans back to the post office the day after I received them. I waited over a month for the return/exchange and called in a few times. Agents kept telling me to be patient and that it will show up soon… about a month and a half later no return and no exchange I called them again and this time got someone on the line who actually investigated instead of just giving me lip service. She was able to locate the items and issued my refund. I didn't want to exchange the other pair at this point. I stopped shopping there for a while after that.

Now, it's my birthday month and I need a new pair of jeans. I was wondering if they offer any discounts so I contacted customer service. I was informed that there is a birthday discount but they have no idea when the "system" will issue it to me…. And told me to wait until the end of the month (PASSED MY BIRTHDAY) and it I don't receive it to callback. Lmfao. Like I'm going to waste my time calling back for a stupid 25% off. I think it's pathetic that the agent I called didn't even say happy birthday and it's ridiculous that they can't issue the discount on the spot. Never heard of anything like this. I asked to speak to a supervisor and the agent said she had to get "approval" first so I waited 5 minutes just for her to return and tell me she didn't receive approval. They offered me 20% off but what I really wanted was to speak to someone. At this point they could offer me the jeans free and I still wouldn't want them! I just want someone to talk to. I straight up said " so what you're saying is your manager doesn't want to speak to me" and she replied "yes"

Bravo abercrombie, bravo. You take the cake on making your customers feel unheard and under valued. Not to mention the garbage in your background on fat shaming. I'm done with this company.

I wish Abercrombie could get their customer service figured out but I have had so many horrible experiences related to returns that I have officially reached my limit as a customer and won't be buying from this brand again.

If you do happen to make a purchase and try to return online make sure you return immediately (I received my order on March 13th and mailed back two items that didn't fit on March 15th and they tried to tell me I missed the refund window). They will do nearly everything in their power to just not give you a refund and if you don't follow up you will likely never see any kind of refund. If you DO follow up they will work pretty hard to make you take a gift card instead of following their own return policy.

It took me three different conversations with customer service and multiple emails to finally receive my refund a month late with absolutely no effort to make up for the large error they made by not issuing my refund on time. I also have multiple friends I have spoken with who have had these exact same issues related to the company not following their own refund policy.

This company has little regard for its customers. I received a pair of pants as a gift from an elderly family member that did not fit right. I wanted to exchange or get store credit and was denied either. I could not even exchange them for a different size in the exact same pair of jeans.

Customer service was absolutely horrendous in trying to help. Asking me to call my sick family member to get the exact date and store they purchased from.

Hi A&F and eShop world,

As per A&F customer care agent advise I returned my order *******2329 to A&F through Return / Exchange: *******2329. The refund was sent to eShopWorld. EShopworld refuses to refund me although they did get the refund from A&F, and tell me to go ask A&F for a refund. A&F on the other end are sending me to eShopWorld. I have sent numerous mails to A&F CS, opened 2 chats and called A&F CS twice alredy. I have been provided different answers. As per my last conversation I was told that A&F payment team will reach out to me. So far nobody reached out to me. I have been told dedicated customer team will reach out to me, so far that has not happened either. Soon it will be a month since we are running thru the motions.But guess what I am so frustrated ta that point that I will keep asking for my refund no matter what so you could either handle that or we continue the cycle endlessly.

They do not read emails and communication properly with regards to handling customer concerns. There is mass communication and misinformation. It took me way too long, and too much or my time tracking down an order and then ultimately getting my money refunded. It was incredibly stressful, inconvenient and aggravating.

I have ordered from this company twice and both times they forgot to add an article of clothing to my shipment. The first time it happened they sent the missing item no problem. But now that it has happened again they refuse to send my missing item because I have "filed a similar claim in the past". It is not my fault they can't properly pack a box and now I am out $60 without refund because they refuse to take responsibility. Shop elsewhere

If you are thinking to order online please do know that you won't get your items on time. It you are returning items, be ready for an overwalming horiible experience to get your refund.
Never ever again ordering on their site

If you have a store close by go for it I love their clothing.

Ordered from A&F, the package arrived without notice (doorbell, phone call), so it was laying on my porch for a few hours until I checked my emails and saw it was delivered w/ attached picture of it laying on the stairs of my porch. When I went to grab it, the package was gone. Obviously someone stole it. I contacted A&F about not receiving my package but they said they are not responsible for stolen items, and suggested to contact the carrier facility. At the facility they also told me they were not responsible as they did deliver the package. They suggested to go to police and file a claim, like its going to help.
So thats my story of losing $200 with Abercrombie. They only care about getting money, but don't care about their customers
I highly think it should be their responsibility to make sure the customer receives their order in hands, and not the customer making sure it gets to them.

I picked up my online bought items in store. It didn't fit and the sizing online was missing for the length. I returned it. Then I bought another item at the same time. They did an exchange without asking me, to paypal. I came back to return it and they refused to refund my money. Even though they took it and put it right back on the shop floor. They said it was their policy. Technically they put it through as an 'exchange' even though it was a completely different item and didn't make that clear. Avoid this place and do not buy online.