ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order ********** was lost by FedEx. American Eagle is trying to make me jump through hoops because the carrier that they get to choose lost a package that I never even saw. FedEx says they left the package in our mailroom outside of a locker and unattended. They need to replace my items or refund them. I prefer to have the product.

  Business response

  12/21/2021

  Hello,

  I'm sorry to hear you did not receive this order. There are two previous orders on your account, placed on 11/26/21 and 11/29/21, that were shipped to this same address that we have refunded for non-receipt. The tracking for both orders shows confirmed delivery by FedEx. Because of this we are unable to process any additional refunds for orders with confirmed delivery that are not received at this address. If you suspect your packages are being stolen, we recommend using an alternate shipping address for any future orders placed with AEO. 

  Customer response

  12/22/2021

  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.]
  
  My view is that FedEx searched for the package and determined that they could not locate the package and said that they were refunding AEO for the shipment and that AEO would be the only way to get my money back.So now not only does it seem as AEO doesn't care about their customers but now they will be further profiting from this ineptitude.Just a disgusting business with awful customer support. Trying to blame me for something I have no control over. If they don't want to refund items that FedEx can't seem to properly deliver them maybe they need to use a different carrier,it isn't my job to work around their poor track record with delivering packages where they belong. Furthermore,it is also absolutely not my financial responsibility when they don't deliver what was agreed upon when the order was placed. If they continue using FedEx when they know that there is a problem with their deliveries then they should eat the cost or take it up with FedEx themselves. That is a business relationship between AEO and FedEx for them to manage, I am not employed by AEO to handle matters pertaining to the B2B they choose to engage in. Poor planning on AEO part does not constitute financial responsibility on mine. Regards,
  **** *******

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order ********** on 11/01/2021 and was notified "delivered" 11/17/2021. Per shipper (OnTrac) website it was delivered to "front door" but no sign of package; shipping address is a UPS store and OnTrac requires signatures for deliveries at business'. American Eagle refunded on 11/20/2021 and I placed a new order same day, 11/20/2021. Marked delivered 11/29/2021 and same thing, marked delivered to front door in the middle of the day when the business was open, and no sign of the package. I reached out to customer care expressing my frustration, asking how to go about getting my item through a new shipper and was told it was determined by location. So, for a third time, I placed an order and was given a coupon for free shipping. I tracked my order 12/8/21 and noticed that it said that more information was needed and to reach out within 3 business days. I called 18002324535 and spoke with a rep whose response was a new order would be placed. I requested shipping info and got nothing. Reached out again and was told today 12/14/21 item delivered, once again to "front door" of a college, on a Sunday, and no sign of the item. Reached out via email and was told that their records show delivered and "due to the order history" at my email address, they would not refund missing items or packages, and that I am not able to use my email address for future orders if I want to ensure my package is "successfully received." I never asked for a refund, all customer reps I spoke to just used that as their response, rather than help me resolve. It has now been over a month and I am still without my item. I would like a delivery, as well as my email removed from their blacklist for future orders.

  Business response

  12/23/2021

  Hello,

  I'm sorry for your experience with these orders. The tracking on the first order has been updated and it shows that Ontrac updated the delivery status incorrectly and the package has been returned to our warehouse as undeliverable. In regards to your most recent order, it appears that you entered the shipping address incorrectly as *** * ********** *** *** * ********* as intended and as stated in your email communication with our customer service team. This package was delivered as addressed. As a one time courtesy I will issue a refund, but please note any future orders with confirmed delivery will not be refunded. You will receive a confirmation email from ae.com for the refund. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased slippers for $50 on their website November 24th there were supposed to be delivered on the 29th and they've been stuck in transit and I can't get ahold of anybody will American Eagle wants me to wait 14 + days for there to be no movement I just want them to be sent back to American Eagle and I want my money back because obviously they're lost in transit and I'm going to have to pay a credit card bill for something I don't even have plus interest and I don't even have the item

  Business response

  12/08/2021

  Hello,

  We apologize for any delays with your order. All carriers are experiencing delivery delays due to extremely high volume and as such, may not be updating tracking as they normally do. The majority of shipments are being delivered, which is why our corporate policy is to wait 14 days from the last tracking update to consider the package lost in transit during this time. The FedEx tracking for your order shows it was delivered on 12/06/21. 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the same dress in 2 different sizes. One was order *********** and the other was order ************ I returned the dress from *********** in May 2021 and received the refund in June 2021. I returned the dress from order *********** in October 2021 and have yet to received a refund, although, I have tracking information that shows the item arrived on 11/10/2021. I have online chatted and emailed SEVERAL times. There seems to be much confusion on the company's end and I have also sent screen shots of orders, tracking information, etc. to support my concern. The representatives that have contacted me via the customer care email are insistent that they are right and I am wrong and do not appear willing to problem solve with me nor have they offered to have a phone discussion for clarity. At this time, I am merely seeking the refund for the item i returned which is estimated at $25.27. I have attached screenshots of the email I received for order *********** showing the October 30, 2021 date of return initiated, order number, and the estimated refund. I have the link for the tracking information below. ***************************************************************************************************************************************************************************************************************************************************************************************************************

  Business response

  12/14/2021

  Hello,

  A refund in the amount of $30.27 was issued to order ********** for style ********* on 06/14/21. This refund was issued by our warehouse returns department.

  A refund in the amount of $41.30 was issued to order ********** for style ********* on 05/21/21. I personally issued this refund myself because you had filed a complaint at that time for this matter. 

  Customer response

  12/15/2021

  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.

  I returned a dress on October 23, 2021, which was received on November 10, 2021; this is indicated in the attachment I sent.  I never received a refund for the second dress and had it in my possession.  How could you refund me for an item that I still owned.  There is some sort of mix up that you are failing to address.  I have returned other items during this same time period.  I was never refunded for the second dress, which I just mailed back in October and was received 11/10/2021.  The images I included show the email starting the return and the linked shows the tracking information and confirmation that it was received on 11/10/2021.  Thus, there is no way you could have refunded me in May or June for an item I still had at that time.

  i simply want the refund mentioned in my original request to resolve this issue.

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** *****

  Business response

  12/21/2021

  Hello,

  I apologize for the confusion because I really cannot explain how you were able to start a return for an item that was already refunded. I've attached a document from your original BBB complaint in May, including the order number and style number that I refunded, as well as an image from the order showing the refund. I've also attached an image from a recent communication you had with our customer service team confirming the refund on the other order in question. Both refunds for this dress were issued in May and June. There are no other refunds we can process for this item. 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed and order with the delivery date by Dec 4. No tracking has been updated. No name carriers. Shipping stated 7 days now customer service has no idea what’s going on and I have to wait 14 days after it was suppose to be delivered to complain? We are federally being relocated to the east coast in that time frame! Customer service wouldn’t even call the carrier to see what was going on since it’s been sitting for days now with no movement. By that time they could have offered to reorder with 10x faster shipping! That’s what you get when you don’t order with Amazon!

  Business response

  12/03/2021

  Hello,

  We apologize for any delivery delays that have occurred with your order. We are seeing delays with several carriers, which is why we must allow additional time before we can consider the package to be lost. The carrier scanned your shipment through their facility in Plano, TX today, 12/03/21, so it is still in transit and should be delivered soon. 

  Status Date/Time Location
  11/27/2021 3:35:18 AM
  Inbound scan at destination 12/3/2021 3:35:00 AM PLANO

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 pair of 38x30 jeans for my son on 11/20/2020 ****** ************. These were a gift to my son on Christmas. He wore each pair approximately 10 times each, as he works from home and we live in Missouri (not needed in Summer months). He recently noticed that one of the pair of jeans has become threadbare near the inseam. We reached out to American Eagle on 11/24/2021 @ 11:06 AM *********** *************** stating the issue with our jeans. He has since noticed another pair is completely threadbare, and the third pair are not far from it. On 11/25/2021 we received a message back from their Customer Care stating: "Our business is built around a tradition of quality and a commitment to service. We assure you that we are continually working to improve the quality of our merchandise. We guarantee our merchandise to be free from defects in workmanship caused by the manufacturing process; however, we cannot guarantee our merchandise to be free from the effects of normal wear and tear." We attempted to return the jeans to the Des Peres, MO store on 12/1/2021 We were denied replacement jeans. Wearing a pair of jeans 10 times and becoming threadbare, all in the same location, all on the same style jean and color, is NOT free from defects in workmanship. American Eagle is NOT standing behind their product.

  Business response

  12/08/2021

  Hello,

  We're very sorry to hear of your disappointment with this purchase. We will relay your complaint and product information to our Men's Bottoms teammates. Given the amount of time that has passed since the jeans were purchased and the fact that the store manager was not able to accept the return based on their visible inspection of the jeans, we are not able to return or replace the jeans for you. I have emailed you a discount that includes free shipping toward a future order, should you wish to replace the jeans on your own. Please check your spam/junk folder if you do not receive that email to your inbox. 

  Customer response

  12/10/2021

  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.]
  
  Regards,
  
  *** *********

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a shirt online for in-store pick up the next day but when I went to pick up the store had not received the order to process I’ve re-bought the shirt and contacted American Eagle online to cancel the order but never got a confirmation email that the order was canceled. The payment has already been pulled from my account and I have no confirmation of a refund I want my money back or I’m going to file a fraud complaint with the attorney generals office and with my bank

  Business response

  11/30/2021

  Hello,

  We apologize for your experience with this order. A cancellation request has been submitted, however, the cancellation will not be fully processed until the store receives and processes the order into their system. Anytime you place an order with us, your card is authorized for the purchase, but orders for in store pick up are paid at the time of pick up. The order is estimated to be delivered to the store on 12/02/21; once the cancellation has been processed the authorization hold will be removed from your card within 5-7 business days. 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order online for 5 items: 3 pants and 2 sweatshirts. I received only 1 sweatshirt and contacted American Eagle customer service for assistance. The call quality was so bad I could not hold a conversation so I disconnected. I chatted in to customer service hoping for a better assistance. After chatting in, the customer service agent just disappeared after he said he was working on my order and ultimately disconnected with no resolution. I decided to try and call and the call quality was super bad and she was breaking up so bad but she said she was working with a team to solve my problem. She transferred me to someone to assist me and I was just transferred back to the main queue where I was on hold for 15 minutes and the call disconnected. I just want my problem solved! Ship my missing items that I paid for please!!!!!! Order **********.

  Business response

  11/30/2021

  Hello,

  I'm very sorry for your experience when contacting our customer service team about your order. Our management will review all lines of communication you had with our team for quality and technical issues. A refund was issued on 11/24/21 for the four items you were missing in your order. A separate refund was also issued for your overnight shipping. You should have received two separate emails for the refunds. Refunds typically post within 5-7 business days from the date they are issued, but may take longer depending on your financial institution. 

  Customer response

  12/03/2021

  
  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,
  
  ******** *******

*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. ↩