Hollister Co. Reviews 

Bought a pair of £40 jeans as a gift for Christmas, removed the tag in order to give the gift to the person. Item did not fit, so I went back to the store with the receipt and was told I could not return the item because I had removed the tag!! I explained that it was a gift and that I had a receipt, to then be told that is company policy. I asked where is it displayed because I was not told about this, only to have it pointed out at the back of the till in small writing. I then was told to phone customer service if I wanted to take it further. I then phoned them, had to take pics of receipt and item in the shopping centre and spent 30 mins on the phone, only to be told it will be passed on to a “specialist team” and I will be contacted in 2-3 days. I then received an email which looks like an AI response that it cannot overrule the decision of the store manager and can’t refund my £40 pair of jeans! I explained it wasn’t the manager that made the decision, that I have spent hundreds of pounds in the shop and want to take it further. I got another AI response back that they also cannot overrule the staff in store also apparently! I then suggested that they are moving the goal posts, explained that I cannot see any terms and conditions clearly displayed in the shopping centre or told about them at the time of purchasing the item. And now have another response telling me the exact same thing. I am appalled at the sheer lack of customer service in this big brand. The shop was in Buchanan Galleries in Glasgow!! I feel they have robbed me of my money and I will not spend one more penny on this brand ever again. Shocking customer service in store, online, and appalling that you can’t get a refund on an unworn gift at Christmas when you have a receipt!!!

My favourite shop for clothing, sadly quality has gotton worse over the years though :(

Why even have a customer service team if they have no ability to help the client? Pants purchased in store 1/4 by my teenage son. I went to exchange them 1/7 for a larger size without the receipt - teenager threw it away. They refused because I didn't have the receipt. I called customer service. After 2 calls and 3 hours, they said the purchase could only be returned in store with the purchasing credit card present or they could look it up in store on the exact machine used to purchase item. 1/11 - went to store with credit card. They could not find receipt anyway and gave us a merchandise credit for 50% the price of the sweatpants. Company is a money suck and desperate to take advantage of young, inexperienced shoppers with fraudulent return policies.

The California Boot jeans were my absolute favorite. They're what made me stop buying Levi's many years ago. They've been my go-to jean. I ordered 4 pairs a year. Then I guess about a year or so ago, maybe a little less, they seemed to have quietly discontinued the style. I ordered 4 pairs of what I thought were the same, but what I received was Relaxed Fit Boot. And they are NOT the same. They don't fit the same, they don't feel the same, the boot cut is wider, almost like bell-bottoms. The fit in the thigh area is also wider. I tried to exchange them, which is when I found out the California Boot Cut were no longer available. The material is thicker, which isn't a bad thing, but it doesn't even come close to making up for the fit comparison of the two styles. I've already purchased boot cut styles from 3 other brands and none of them come close to the California Boot fit. It's so disappointing when a favorite item is no longer available. I'd have been a Hollister customer for life, but now? Nope. Not unless they bring the Calif. Boot cut back.

Just how useless can a Customer Service team be. I ordered and paid for a product. I received a message to say my credit card payment has been rejected. A card that I am still using, one that I have used in store. After several attempts online to check the details and changing the card, I still received a message to say my order would be cancelled if I didn't pay. On escalating to the payments team, the payment instantly hit my credit card. The next day they cancelled my order. On calling customer services for the 8th time, they didn't understand my concern, they just kept repeating a script, your money will be refunded, no explanation or apology for why it was cancelled. It took several attempts to explain I had not cancelled the order, I've been speaking to an operative for 25 minutes, a supervisor is too busy to talk to me. The items are no longer available to reorder.

I placed an order 20 days ago and it still hasn’t arrived. I’ve been going in circles with customer service, and nothing has been resolved. My money was already taken, yet I have no order and no solution. Very disappointed!!

I ordered 2 hoodies and 2 sweatpants they just arrived yesterday jan 6 2026. I couldn’t believe the condition of these sweat pants. One hoodie was packaged on a seperate day that hoodie was fine but the one hoodie and the two sweat pants omfg covered in cat fur, lint balls and how Ik the employee seen other synthetic hair was on the sweat pants also I picked it up with a lint roller and I will be sending that as an additional prize. Then I call customer service and ofc it’s outsourced like ofc it is that resolved nothing. So either I have to travel out my city to return or Idek what. Did I mention there’s a freakin hole where I think the censor should’ve been on the waist band. Whomever in the ohio packaging center that packed this up thought this was funny to do I hope you get exactly what you’re looking for. I’m literally allergic to pet fur and dust you disgusting pig.

An online order failed to process and no items were received, yet my money is still being held with no resolution.
I’ve been passed between multiple customer service representatives, repeatedly asked for the same information, and told the case was escalated — with no clear outcome or timeframe.
I regret not reading reviews more carefully beforehand, as I would not have ordered if I had known how issues are handled. I did not expect this from such a well-known brand.
Overall, a very frustrating and time-consuming experience.

My daughter is a loyal gold customer, who did not get her £5 voucher refunded.
Very disappointed with my daughter's favourite clothes shop. She spent bundles before Xmas and is a very loyal customer, but having used her £5 gift voucher last week for an online purchase, when she popped into the store to get a refund alongside purchasing another item, the £5 voucher did not get refunded. Seems very harsh and she now feels undervalued as a customer. Surely this can't be fair?

Don’t buy from this website, I bought a hoodie that was supposed to arrive on the 23rd. I contacted support and they offered me a full refund. Still haven’t received my refund. Scammers

Great and well-designed clothing for teenagers — genuinely the only brand my son truly loves. He’s a big fan of the T-shirts, hoodies, perfumes, and more. We shop at the Hollister store in Kingston upon Thames, London, where the customer service is always fantastic. We’re consistently impressed with the quality of the clothes and always leave the store very content. Many thanks.

Placed an order on Saturday in the sales using Apple pay then noticed that it was going to the wrong address. Contacted customer service by phone, WhatsApp and thru the chatbot as soon as I discovered a couple of hours after placing the order, still Saturday. Unfortunately it had been marked as being packaged within 2 hours of the order being placed which meant no one could do anything apparently. It then took 6 days to be marked as shipped - Friday. Hollister directed me to speak to Royal Mail who said they couldn’t do anything as it was actually hollister’s reponsibilty and they’d had plenty of time to sort over the 6 days it took to package the item. Hollister Customer service team in the Philippines have no way of amending an order, cancelling the order or sending a message to the warehouse once an order has been marked as being packaged. They seem to be completely powerless to help. Really not fair on the actual people having to liaise with the customers let alone the actual customer. The status “being packaged” lasted for 6 days until it said shipped but Royal Mail had not yet received it. I was told to place a new order by hollister to make sure we got the sales items and have it sent to the correct address. This order was placed on Saturday, shipped Wednesday and is due to be delivered today due to yesterday being a bank holiday. Seriously unimpressed with Hollisters systems and powerless customer services.

Would’ve given a zero if possible. HORRIBLE customer service - I was sat on the live chat for over 4 HOURS and didn’t receive a possible solution in the end! The customer service agents give IMPOSSIBLE solutions?!?!?

The Worst Waste Of Hard Earned $ was buying 2 pairs of jeans from HOLLISTER and the logo sweatpants in size 2L and SL and a layering tank top sz sm - THINKING that they would be the same as they used to be back in the early 2000's !!!! THESE ARE ABSOLUTELY HORRIFIC!!!!! I used to ONLY wear PacSun and Hollister jeans (i am 35 this month so i grew up in the era of you couldn't see your own feet in Hollister stores) BUT THE SIZE LONGS BACK THEN WERE INFACT JUST THAT .. LONG!!!!! WHAT IS THIS??????? OTHER THAN ROBBERY??? BECAUSE I AM 5'6 AND THE SIZE LONGS SHOULD AT LEAST STILL BE AT THE FLOOR WHEN I STAND UP FORGET WHEN I BEND MY LEG.... THERES ABOUT TO BE A FLOOD! IM SURE OF IT! Now maybe this is because of the typical price gouging while supplying less than good quality- to make more WHILE SPENDING LESS , that most of America has done at this point ! (DONT GET ME STARTED ON THE UGG QUALITY - UGH!!!) But as someone who's not going to sit here after spending THOUSANDS in this store this Christmas because i have a teenager who is 5'8 mind you and so all her stuff too - WASTE OF $ !!!! BUT I WILL NOT SIT HERE AND REVIEW THINGS AS GREAT - JUST FOR POINTS - WHEN THEY AREN'T GREAT!!!!!!!! THEY SUCK!!!!!! AND I WAS HERE ... WHEN THE ORIGINAL LONGS WERE A THING WHEN THE SIZE REGULAR WAS LONG ENOUGH AND THE LONGS WERE SO YOU COULD COVER YOUR WHOLE FOOT WITH THE JEANS DUDE!!!!! WHAT IS THIS??????? BECAUSE I AM FURIOUS!!!!!!!!!!!!! AMERICAN EAGLE- THEY GOT THEIR SIZE LONGS DOWN TO A SCIENCE HOLLISTER!!!!!!! WHATS YOUR EXCUSE?????? BECAUSE I AM SOOOO COMFORTABLE SITTING RIGHT HERE AND CALLING YOU OUT!!!!!! AS A MILLENNIAL WHO WILL NOT BE GASLIGHTED INTO THINKING "THIS IS HOW THEY HAVE ALWAYS BEEN" NOOOOO!!!!!!!!!!! YOU CUT CORNERS!!!!!! YOU TOOK ABOUT 5 INCHES OFF YOUR FABRIC FOR THE SIZE LONGS, CHANGED YOUR MATERIALS FROM STRECH TO CARDBOARD WHICH MAKES THEM BECOME LOOSE IN ALL THE WRONG AREAS 2 HOURS INTO WEARING THEM , AND THEN YOU WASH THEM AND THEY SHRINK LIKE CRAZY & ULTIMATELY ENDS UP LEAVING ANYONE TALLER THAN 4FT 7IN ... WITH FLOOD PANTS AFTER THE FIRST WASH (IN COLD WATER DRIED ON LOW HEAT MIN YOU) I WANT A REFUND FOR BOTH PAIRS OF JEANS , BOTH PAIRS OF YOUR LOGO SWEAT PANTS AND THE LAYERING TANK TOP... BC EXPLAIN TO ME HOW ARE YOU SUPPOSED TO LAYER SOMETHING THAT IS UNGODLY WIDE AT THE BOTTOM AND BARELY COVERS MY DAUGHTERS STOMACH??!!!?!!!?? HOW DO YOU LAYER SOMETHING THAT IS ONE WASH LATER LITERALLY AN ODD SHAPED CROP TOP????!!!!! 🤔 STOP BEING GREEDY!!!!! YOU CHARGE US OUTRAGOUS $ FOR THESE ITEMS THAT ARE NOTHING COMPARED TO WHAT THEY USED TO BE!!!!!!!!! AND TRASH AFTER THE FIRST WASH!!!!!! I WILL NEVER SPEND MONEY HERE AGAIN ON WOMENS CLOTHING!!!!!!!!! HIGHWAY ROBBERY WHEN YOU CAN GO TO A&E AND GET ACTUAL LONGS OR EVEN XLONGS !!!!!!!!!!!!! GIRLIES.... STOP SETTLING FOR CRAP JUST FOR THE PURPOSE OF THE LABELS!!!!!!!!!!!! WE HAVE TO STOP BUYING IT FOR THEM TO LOOSE ENOUGH $ TO ACTUALLY FIX IT!!!!!!!!!

Absolutely awful service. I ordered a hoodie at the beginning of December as a Christmas present, due to be delivered on the 18th. Instead, on December 29th I received an email from UPS saying it was being returned to the sender — despite my address being completely correct.

What followed was total incompetence. Hollister blame UPS, UPS blame Hollister, and neither take any responsibility. Customer service has been useless.

To top it off, Hollister say they can’t resend the hoodie due to “system restrictions” and that it’s no longer available online. So I’m left with no hoodie, no replacement, no Christmas present, and no option to reorder.

This has been beyond frustrating. Terrible communication, zero accountability, and shocking customer service. I will never order from here again.

Ordered on on 23rd of December and expected it to get here after Christmas and they delivered it the next day! Also being a house member is excellent because I got 30% off everything in my basket just for having an account !

Absolutely disgraceful business practice and customer service! Ordered a present for my brother for Christmas on the 7th of December with estimated delivery date 16th of December… I am writing this review on the 24th with no refund, multiple back and forth contacts with UPS and Hollister with either company having any interest but actually helping push back after push back! Now estimated delivery date is 29th…

I ordered a Christmas present for my daughter on December 15th with a delivery date on the website of December 20th - well before Christmas. I kept tracking the order and the delivery date was switched to December 26–after Christmas!!! Customer service said they would take care of it and then sent me an email that now the order would arrive on December 29th! They refused to upgrade to overnight shipping to make it right, and they refused to give me a store credit to shop in person so that my Daughter has a gift to open. I am on a limited budget and my daughter will have nothing to open on Christmas. I am disgusted by the way Hollister has treated me.

I placed an order prior to Christmas they told me delivery before Christmas eve and now its backorder. It sat there for 4 days before they updated the order. I think its scummy business practices to sell things you dont even have in stock.

If I could give a zero, I would. I ordered 2 packages in November. After five conversations with customer service, they could not give me any information to where the packages were located. The packages are lost and my son is without his Christmas gifts. The company did nothing to deal with the issue. Except for a sorry and your money is refunded.