ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I didnt receive my package and the refuse to give me a refund because of the order history but this is my first order placed with the company. T he proof of delivery photo has no package in it it just a picture of someones yard

  Business response

  10/31/2024

  Hello,

  I'm sorry to hear that you may not have received this order. There have been numerous claims filed from this address for orders that have been confirmed as delivered by our carriers, but were not received, or arrived damaged. Due to this, we will not issue a refund for this order. Please contact the carrier directly to file a claim with them.

  Our order verification team has also advised you via email that we will no longer process any orders that are shipping to this address due to the number of claims of non-receipt and damaged shipments, so you will need to ship any future orders to an alternate address, or utilize our buy online pick up in store feature. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did not receive a package for an order I placed. I tried reaching out to the company, and they told me they could not help at all. As I was not the one to request no signature required, and I also am not the sender, my hands are tied and I cannot get any help.

  Business response

  10/28/2024

  Hello,

  I'm sorry to hear that you may not have received your complete order. This order was split into four shipments and the tracking information for all four packages does include a delivery photo, all at the same location. As the complete order has been visually confirmed as delivered by our carriers, we are unable to issue any refunds for the missing shipment.

  A member of our team did provide all of the carrier and tracking information for each shipment if you would like to file a claim directly with them.If you do suspect that theft is an issue in your neighborhood, we strongly recommend shipping to your place of employment, if possible. If not, we do have a Buy Online Pickup In Store option, which will guarantee all of your items arrive safely and securely. 

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated on American Eagle, they are the ones to file a claim with the shipping company as they contract the company with which they utilize. I haven't gotten any support in starting this claim, I'm only told they have photos which are of a place I cannot identify. I submitted a police claim, I am not the one to submit a claim to the shipper, that is the responsibility of American Eagle as stated in the confirmation email, and on the website for buyers to view. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted areturn of order purchased on 7-24-24. The assoc. at ***************************** started to make the return then stopped after scanning my items and said that I could only make an even exchange of the items or I would need to call customer service and they would give me a merchandise credit.I called the number, spoke with ****** and provided her with my order #. She stated a new return policy was in place as of 7-24 and there is now a timelimit for returns. My order was PLACED on 7-24 without notification of this policy change. My order email indicates there is no timelimit for returns (I have documentation, attached). At the bottom of this email it also says "this email acts as my receipt for returns" (which is the official documentation for the store). Further the website currently indicates "there is no time limit for returns" in the **** Timestamped documentation attached. The agent stated she asked to make an exception, but a supervisor rejected the request. I asked to speak with a supervisor. I was connected to ******* who stated he was sorry to share that the policy stands and that I was told via email communication the policy had changed. I reiterated that the emails sent by ** AFTER the policy change stated otherwise and even still the website indicated the return policy has no time limit. He expressed there was no exception he could make. I am seeking that AE honor the policy stated on the company documentation on the bottom of my shipping confirmation emails regarding returns, as well as the policy indicated currently on the website.

  Business response

  10/31/2024

  Hello,

  I'm very sorry that all information regarding our new return policy was not updated across all points of communication and that your shipping confirmation email still provided details of our old return policy. Due to this, we will make a one time exception so that you may return merchandise from this online order. Please note that any items you wish to return must have all tags attached, and must be unworn, unwashed and free of damage. If the items you are returning do not meet this criteria, they will be returned back to you once the return has been received and reviewed by our warehouse team.

  The screenshot you provided from October 23 is not from our US, Canadian or Mexican site; this is from our international site in which the policy has not changed because the majority of our international stores are franchised and thus have the empowerment and authority to dictate their own return policies to align with other retailers in each specific country or region. We also do not permit online returns at our international stores, and the shipping time to international destinations is significantly longer. These are the current terms of our return policy as currently stated on our US site: 
  

  100% Happiness Promise Return Policy
  Get what you want, and return what you dont. If you're not completely happy with a purchase, it can be returned for a full refund within 30 days of the purchase date, or returned for merchandise credit within 60 days. Enjoy an extra 7 days to make your return for online purchases.
  
  Returned items must be unworn, unwashed, undamaged, with all labels and tags attached and hygienic liners in place for swimsuits and underwear.
  If there appears to be fraud or abuse, we may not accept your return.

   

  Please provide the style numbers, sizes and color choices for the items you wish to return and I will issue a prepaid return label for you. Please note that since it is past 60 days, a merchandise credit will be issued in the form of an electronic gift card once your return has been received, accepted and processed. It will be delivered via email from our third party service partner, e-gifter. Once received you will need to click the link in the email to claim the gift card. You will also receive a return confirmation email that the return has been processed and your refund has been issued. 

  Customer response

  11/04/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the resolution and the explanation for the discrepancy. I have attached the requested information for the return label and also copied it below. Please let me know if you need anything further.

  AE Dreamy Drape Stretch Super High-Waisted Baggy Wide-Leg ****
  Style Number 0437-5180
  Color: Light Vintage
  Size: 00 Regular
  Quantity: 1
  
  
  AE Dreamy Drape Stretch Super High-Waisted Baggy Wide-Leg ****
  Style Number 0437-5180
  Color: Light Vintage
  Size: 0 Regular
  Quantity: 1
  
  AE Dreamy Drape Stretch Super High-Waisted Baggy Wide-Leg ****
  Style: 0437-5350
  Color: Medium Bright Indigo
  Size: 00 Regular
  Quantity: 1
  AE Dreamy Drape Stretch Super High-Waisted Baggy Wide-Leg ****
  Style; 0437-5350
  Color: Medium Bright Indigo
  Size: 0 Regular
  Quantity: 1
  
  
  
  
  
  
  Aerie Waffle Henley Shirt
  Style # ****-3351
  Color: Medium ******* ****
  Size: Small
  Quantity: 1
  
  
  
  
  
  
  
  Aerie Waffle Henley Shirt
  Style # ****-3351
  Color: Medium ******* ****
  Size: X- Small
  Quantity: 1
  
  Aerie Waffle Henley Shirt
  Style # ****-3321
  Color: Smoked Grey
  Size:  Small
  Quantity: 1
  
  
  Regards,
  
  ******** **********

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 sweaters, separate orders. I have contact dermatitis and sometimes need to remove tags when trying on clothes in order to check a proper fit.This is why I have purchased from AE since they have always had a generous and understanding return policy. Apparently in July 2024, this changed and no one was notified, by no one I mean rewards members. They went from a forever guarantee refund on their items, tags or not, to 30 days and all tags MUST be attached. I contacted customer service and they were not understanding to my situation, very cold in their responses, and did not care that I am a loyal customer who has shopped and spent thousands of dollars at AE over the course of ************************************************************* store and online. That is absolutely false. Maybe it is in store, but its ********************************* person anymore. I dont. So I never would have seen the signs. The app does not say that changes were made ANYWHERE on the main page, once adding items to the cart, or after checkout. Nothing. No emails sent to Rewards members stating this change would occur. There is a link for the return policy stating that its 30 days, but NOTHING stating there are anymore changes to the policy and paying customers need to be aware immediately. For such a DRASTIC change to a policy, I would expect a business who values their loyal customers to notify them and give advanced notice. This is intentionally misleading, and takes advantage of trusting, loyal customers who have come to understand and in return, ******** and DEPEND on their return policy. My issue is not that the policy changed, its that there was NO indication or notification of this change that should have been sent to Rewards members who pay a costly amount to shop there. I am seeking a refund for my 3 items. I am also asking AE to send out an email notifying reward members of this change and any future changes made to their return policy.

  Business response

  10/30/2024

  Hello,

  I'm very sorry to hear that these purchases did not work out for you, and that you are disappointed with the changes that were made to our return policy on July 24, 2024. There was information posted in our online scrolling banners for the first few weeks after the policy had changed. There is also information at checkout right above the Place Order button that mentions our 30 return day time frame with a direct link to the complete terms and FAQ's section of the new return policy. The time frame has been extended for the holiday and returns for any purchases made now through December 31, 2024 can be returned until January 15, 2025, or within 30 days, whichever is longer. 

  The terms of the new return policy are very firm and all tags must be attached in order for the return to be accepted. In addition, the items must not have been worn or washed. I do apologize, but we cannot accept these returns as they do not meet the requirements as set forth in the policy. To avoid any complications with returning any unwanted items in the future, I would recommend trying the items on over another shirt, such as a baby tee, or something more form fitting to ensure that you don't have to remove the tags and therefore would be eligible to return the item if it does not work out for you. 

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  AEO states- too bad, this was posted on the banner and in stores. Having a link that says returns are accepted for thirty days, does not equate to saying you having a NEW return policy that has changed. You assume people are looking at your website/the app 24/7, 7 days a week, waiting for any changes. I also shopped in the app this summer and  nowhere did it say, BRAND NEW RETURN POLICY. I shouldnt have to research the entire website daily to make sure there have not been changes made to a return policy that has not changed in 5+ years. The 30 days has nothing to do with it, though that is a HUGE change from what you had before. Its not accepting items without tags attached, which is also a HUGE change from what your policy was before, and not advertising that to people unless they click on the link and read through pages of a return policy. If it were always the policy, fine. Then thats on me as a consumer. But this has not always been the policy and you did not notify people of this besides just posting a link on your website saying it was a happy return policy. What is happy about scamming long time customers? The fact that you do not post any of this forth coming, unless you click the tiny link on your website at the bottom of the page, next to the words that say happy (ironic) return policy, nowhere does it say NEW return policy! Please read before purchasing.
  
  Regards,
  
  ******** ****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 items online from AE on October 5/24. I attempted to return one item - Aerie Getaway Quarter Snap Sweatshirt in Grey/M for $48.40 on October 22/24, well within the 30 day return window. I returned the item in store. I arrived at the ***************** Aerie store at 8:30pm on October 22/24. The store closed at 9:00pm. The store was not able to process the refund using the credit card they charged for the purchase due to a system issue. The manager ****** *. called the customer service line who sent a return slip to my email. They instructed ****** to scan the barcode on the slip, keep the item and the refund would be processed. ****** did that and told me it would be refunded but she couldn't give me any document to show that. She instead gave me her name, the time of the scan (8:57pm on October 22/24) and the reference number (#******/005998). She told me to call customer service on October 23/24 to ensure the return was processed. She said she would keep the product and leave notes for the next manager to make sure I get my refund. I called customer service on October 23/24. They found the incident using the reference number but the agent who took the notes on October 22/24 said the store was in *********** and did not note that I actually left the product there so they could not refund my money. They told me they could not call the store themselves but that I could. I attempted to call Aerie in the ***************** but the line said they were not taking calls. I called the ***** Centre customer service line and they said ********************** had not informed them they were not taking calls. They attempted to connect me to the store but they could not get through either. Aerie has my money and their product but I cannot get in touch with the store to process my refund. I want my money back.

  Business response

  10/28/2024

  Hello,

  I'm very sorry for the issues that have occurred with this return and that the agent did not include complete notes so our team would be aware of the situation. I will have our management review that communication and coaching will be provided. I have issued a refund to your order for this item and a return confirmation email would be sent to your email. Please check your spam/junk folder if you do not receive the email to your inbox. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution. 

  Customer response

  10/28/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an online order on 10/16 paid for overnight delivery (to be delivered 10/18). Package was mailed **** not overnight and package has yet to be rendered to **** as of this filing. I have requested several times for an update and this to be looked into since shipping was changed without my knowledge. All customer service **** say wait it out. There is a problem.

  Business response

  10/28/2024

  Hello,

  I'm very sorry for the delivery delay that occurred with your order, and for any inconvenience this delay may have caused. **** does offer expedited delivery services and your order was processed for shipment on 10/17, but did not begin moving through ****'s facilities until 10/23, thus the delivery was completed on 10/24.

  Your expedited shipping was refunded, as was the merchandise, though the merchandise should not have been refunded since it was delivered. We must allow 14 days from the last tracking update before we can consider a shipment to be lost, due to carrier issues that occur such as this. We are always happy to issue a refund for shipping if we don't meet our advertised delivery times, but the 14 days is firm for lost package claims. 

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  It was refunded because your customer service *** offered it twice.
  

  This still does not explain why it was changed to **** when overnight was offered as an option. 

  
  Regards,
  
  ***** **********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #********** American Eagle sent the wrong Birkenstock shoes. I called customer service and they sent a return label ***** tracking ********************. This was returned over 3 weeks ago and delivered to American Eagle on Oct 2nd. They have not issued my refund. Everytime I call customer service I get no help. This is beyond frustrating and I would like my refund issued.

  Business response

  10/28/2024

  Hello,

  I'm very sorry for your disappointment with this order, as well as the delay with processing your return and receiving your refund. Your refund was issued on October 17 and you should have received a return confirmation email that same day. If you need additional assistance, please contact us via email, live chat, or phone. Our team is available seven days a week from 7 AM to 1 AM EST. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 pairs of pants a week ago and tried to do an exchange for a smaller size for one and a different style for another. I was told that since I pulled the tags off...even if I had the tags still.... They won't take it back. Therefore, I just LOST money and still don't have pants that fit. I've never had this experience with a return/exchange. I was told that the return policy changed recently stating that tags must be attached to return or exchange. This "updated" policy on returns needs to be publicized more for those making purchases from your store. I spent $50-$60 on each pair and now that money is gone. I wanted to make an EXCHANGE so the business was still there. The items were unworn. Not everyone can just go spend an additional $100 for the right size. There are plenty of people that do exchanges for a different size or style because they change their mind once they get home and try them on for a second time. After this experience, I will never shop American Eagle again.

  Business response

  10/11/2024

  Hello,

  I'm sorry to hear of your disappointment with the recent changes to our return policy. There are signs posted at our cash & wrap that our return policy has changed. The return policy is also printed on the back of the receipt paper. If you opted for an electronic receipt instead of a printed receipt, the details are printed at the bottom of your electronic receipt. Complete details and FAQ's of our return policy can also be found in our Help section. 

  We strongly recommend when shopping in store that you try on the items you are purchasing. If you do not have time or fitting rooms are not available, do not remove the tags until you have tried on the clothing and are completely sure that you happy with the style and fit and intend to keep the items you purchased. All returns must be completed within 30 days to receive a refund back to your original method of payment. Any returns that are completed within ***** days will be refunded to a merchandise credit. Returns will not be accepted after 60 days and all returns must have the tags attached and must be unworn, unwashed and free of damage. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction It was September 21, ******************************************************************************************** two different different colors.Wore the pants for an hour and a half and had severe stretching so much so there was a 4 inch gap between my waist and the jeans. At that time, everyone had a 360 view degree of my underwear when I would stand and walk.Washed the shirts after wearing with no issue washed following the instructions and had extreme shrinking.Went to the store asking to return. They no longer return items without tags, even if its due lack of quality in garments.State, they change the return policy as of July and they no longer take items back in store that dont have tags.Was given a phone number to call customer service. (Incorrect number)Drive 60 miles round-trip from my house to the store and back.Emailed back-and-forth for days. Ultimately & Ae that they needed to adhere to the return policy. Asked if they at least wanted the items back to review the quality issue and they did not.This company has changed their return policy, decreased the quality in their clothing so that youre stuck with the items that you cant wear!

  Business response

  10/15/2024

  Hello,

  I'm very sorry to hear of your disappointment with the clothing you have recently purchased. As our return policy did change on July 24, 2024, we are no longer able to accept returns for merchandise that has been washed or worn. All returns must be completed within 60 days and must have the tags attached as well. We apologize for any frustration the changes to our policy may cause and will forward your comments and feedback to the appropriate teams. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two items from American Eagle using Klarna as my payment method. One of the items weren't in stock so American Eagle cancels half my order for pick up. I'm still being charged for that item and Klarna is now asking me to contact American Eagle and they say they can't do anything. I ordered these two items on September 5th. My order number is #**********.

  Business response

  10/09/2024

  Hello,

  I'm sorry to hear of any payment issues you have encountered with this order. Accepted methods of payment are: AE & Aerie gift cards, AfterPay, American Express, Apple Pay, Cash APP, Discover, Mastercard, PayPal, Real Rewards Credit Card, and Visa. This information can also be found in our Help section. Klarna is not a supported method of payment with our brands at this time. 

  The method of payment showing on this order is a Visa and the total amount that we charged for the order is $24.42. Your method of payment was authorized for the full amount of the order, which was $$56.65, but the final total was adjusted to reflect the cancellation for the Crossover Flare Leggings, which were $32.23. If you did place your order through Klarna's site, you will need to work with them directly since they are not an accepted form of payment with AEO. 

*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. ↩