ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An order was placed in October ******. The was supposed to contain 4 items. Package was delivered on October 8 but only contained 3 items. Contacted customer service both by phone and chat. I was told I could not receive a replacement or refund because a courtesy refund was issued in 2022! The package I received was taped in 2 different spots. **** from customer service insisted the package was packed correctly and was delivered weighing the amount of the 4 items. How he can ensure this I am not sure. Why as a customer do we have to pay for missing product that is the fault of the distribution center or shipping company? Why should I pay for something I never received? How can American eagle accuse me of stealing the product but not the employee who works in the distribution center or shipping company? I was told never to order online again and to only use in store pick up. Im being punished for something I have no control over. This seems to happen often because people are reporting it here as well as Reddit and other social media. Perhaps an investigation needs to be completed because it appears people are being scammed by a large corporation.

  Business response

  10/11/2024

  Hello,

  I have reviewed all related communications in regards to this order. All four items were delivered. On 10/08/24, you told our chat agent that you were missing style 1457-2382, AE Relaxed Crew Neck Sweatshirt, in Cappuccino, size XL with a Paris graphic on it. 

  Antoine: Thank you! What were you missing?
  Stacie Koprowski: The Paris sweatshirt

  You returned this item on Wednesday, 10/09/24 at 12:37 PM to our Park City Center store location. As you have claimed on this, and previous orders, that you have not received your complete order, or have not received your order at all, we will not issue any future refunds for any merchandise that has not been returned to one of our stores, or sent back via mail for online returns and received and processed at our warehouse.

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22398266, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After being told on the phone by customer service on the phone (2 phone calls) and chat that they would not replace the item. I then went to my local who very nicely issued a refund. I was not trying to get two refunds. The lovely customer service by phone did not want to replace the item or refund. No worries though I will never be ordering again, after customer service accused me of stealing. If I was trying to scam as customer service so nicely put, I would have said all 4 items were missing instead of one $30 item. Have the day you deserve. : )
  
  Regards,
  
  Stacie Koprowski

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an item within the American Eagle return policy. This return was accepted. The refund was supposedly issued to the original form of payment, ********. ******** states that they have rejected the refund because all installments were already paid. American Eagle says this is not their problem. Both entities have placed the consumer in a place of mediation as each company blames the other. The refund amount is $24.50. I would think that for less than $25, American Eagle would provide a much higher level of customer service, as ********************************************* chose to engage AfterPay with their business. I am requesting a refund, store credit, OR return of the returned item as American Eagle is now in possession of property I still own.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed several complaints with American Eagle this year regarding the same issue and can't seem to get an accurate response from the company. This company's clothes all fit differently. I can purchase two of the exact same item, and they will be completely different sizes. When I have reported this information in the past, I was told that maybe I should go into a store and find out what size I need. This is not the issue; it is not with them not fitting correctly; it is with the company providing a poor quality product that is not consistent. Most recently, I have called and left 4 messages for upper management on 9-27-2024 with no response from any of them. I have also filed a complaint with their customer service team on 9-27-2024 and was told I would have a response within 48 hours. With no response, I contacted customer service back on 10-4-2024 to be advised they responded on 6-15-2024. The harassment email that I received on 6-15-2024 was degrading and rude, and this employee should be terminated because of her actions, yet no action was taken today. The supervisor I spoke with was more concerned about whether I had an attorney.

  Business response

  10/15/2024

  Hello,

  I'm very sorry to hear of your disappointment with the styles and fits of the clothing you have purchased, as well as your interactions with our team. i will have our management review all related communications. Any items that you are not happy with and were purchased prior to July 24, 2024 may be returned. Any purchases made from July 24, 2024 or after do fall under our new return policy and must be returned within 60 days. If returns are completed within 30 days from the date of purchase, the refund will be issued to the original method of payment. If the return is completed within ***** days, a merchandise credit will be issued. No returns will be accepted after 60 days and all returns must be unwashed, unworn, with tags attached and free of any damage. Complete details and FAQ's can be found on the Return Policy page of our Help section. 

  Customer response

  10/15/2024

  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. They seem to be having issues understanding the problem.  This has to do with ordering 2 of the exact same item and they fit different. 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.]
  
  Regards,
  
  ****** *****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with *** on September 19. It is now October 4th and I have received nothing. A shipping label was created but the carrier never picked up the package. I contacted *** and they said I needed to wait 14 days before they would resolve the issue. Also I was told I would receive a laughable 10% discount for the future, which I also never received. If the items I ordered are in stock they need to express shop them to me asap. Taking people's money and not shipping the goods they paid for is stealing.

  Business response

  10/10/2024

  Hello,

  I'm very sorry you did not receive your complete order. Many of our carriers have been experiencing consistent delivery delays and are not updating tracking information as they normally would, which is why we must allow 14 days from the last tracking update before we can consider a package to be lost. A refund was issued for these two items on 10/04/2024 and a return confirmation email would have also been sent to you that same day. Refunds typically post back to your debit or credit card within 5-7 business days, but may take longer depending on your financial institution. Since you also used AE/Aerie gift cards on this order, an electronic gift card was issued as the refund method for those. I'm sorry you did not receive the discount as promised; I have issued a new discount for you, please check your spam/junk folder if you do not receive it to your inbox. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned their clothes but they refuse to return my money by check. I didnt realize they would return my money to a bank that I no longer bank with. I called the bank and they said there is nothing they could do because I dont bank with them anymore !!!. American eagle refuses to give me a check even though they have their clothes. They are scammers. Id advise people not to buy from them.

  Business response

  10/15/2024

  Hello,

  For any online returns for orders that were purchased prior to July 24, 2024, all refunds are issued to the original method of payment that was used on the order. For any orders or store purchases that were made on July 24, 2024 or after, returns must be completed within 30 days to receive a full refund. Returns submitted from 31-60 days will be refunded to a merchandise credit. No returns will be accepted after 60 days. The only time a check is issued is if the order was placed in store and the method of payment was cash or a debit card because debit shows as cash in our system for store to door orders. 

  For the order in question, the refund was successfully issued to the original debit or credit card that you used to make the purchase. As the funds have been successfully released, there is nothing more that we can do and you will need to contact that specific bank for further assistance. Our team has provided the reference number for the refund in the previous communications. 

   

  Customer response

  10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22374529, 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.]
  
  Regards,
  
  Kimone Atkinson

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase on September 9. I requested a refund on 3 items, totaling $118.62 on Sept 18. I realized I accidentally hit instant credit and needed a refund to the original method of payment. On Sept 23, I called a ***resentative and was told that they would be able to change the return method type to my credit card. After that, I sent in the three ***********, they are refusing to return my money back to my original method of payment despite the fact that they have received the 3 items. So, I have returned $118.62 worth of product and do not have my money returned back to me despite a guarantee from their ***resentative that a refund would be made to my original method of payment.I have the phone records of the calls from 9/23 and 10/2, but nothing in writing from them. I do show two separate return emails from 9/18 and 9/23 showing that their *** did in fact support me with this refund on 9/23, changing it to original method of payment

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a request to mail in a return for an order I recently received and selected instant credit. It was not clear that this only a gift card option and not an instant credit to the original form of payment. I am requesting to be refunded for my order to my original form of payment, not instant credit. My feedback is that it should be made clear that you are receiving a gift card instead of the refund going back to your original form of payment.

  Business response

  10/10/2024

  Hello,

  I am very sorry to hear of your disappointment with the return/refund options that are currently available for online returns via mail. Once an instant credit has been selected, it cannot be cancelled or reversed. When you are proceeding through the online returns process, there is additional information at the top of the page where you choose your preferred method for your return label, which is either to print it at home or receive a QR code. The Instant Credit section is outlined in blue and states: ******** customers can choose to receive instant merchandise credit for the value of the return, available immediately for use online or in stores. There is an underlined link directly after this that states, Learn More which takes you to complete terms and conditions of our instant credit program.Once you have proceeded to the next page after selecting your preferred method of delivery for your return label, you have the option to select to receive your refund via merchandise credit or original payment method. Both options are clearly explained and I have included screenshots for additional reference. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amount Paid: $99.91 Despite the fact that I placed this order and was charged for it, I have not received the items. I have made multiple attempts to contact American Eagle to resolve this matter but have not received any response or ************* has been [insert number of months] since the order was placed, and I have yet to receive my merchandise. I am seeking a full refund for the total amount of $99.91, as the company has failed to fulfill their obligation to deliver the items.I kindly request your assistance in mediating this issue to ensure that I receive a full refund for order #*********.Thank you for your attention to this complaint. I look forward to a timely resolution.

  Business response

  09/27/2024

  Hello,

  I'm sorry to hear that you may not have received this order. The ***** tracking, 785222910997, indicates that this order was delivered as addressed on Saturday, 10/21/23 at 12:29 PM. There is only one communication in our system, which was not related to this order. It was a request for a price match for a different order that you placed, order ********** . Due to the fact that ***** did confirm delivery on the shipment and the amount of time that has passed since the order was placed, we are not able to issue any refunds for this order. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a e-gift card on September 15th it is now September 17th and the e-gift card has still not been received. This is completely unacceptable!!! I tried to have it canceled and my money refunded and I am told that they cannot do that. I have to wait another ***** hours for the resolution team to look into this. Again totally unacceptable!!!

  Business response

  09/19/2024

  Hello,

  I'm very sorry for the processing delay with your order. The gift card was shipped to the recipient on 09/18/2024 via a third party service, e-gifter. The recipient would need to click the link in the email to claim the gift card before they can redeem it. If you need any additional assistance, our live chat and phone lines are available seven days a week to assist you. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I had an order that just arrived today for a pair of jeans order no. 0182804981. I got them out of the packaging and I am not impressed with the quality. There is white spots throughout almost looks like bleaching, a spot where the stitching is frayed, and a spot that looks like the threading is messed up.

*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. ↩