American Eagle Outfitters, Inc.

We were disappointed to learn of your dissatisfaction withour Back to school eventAfter thorough research we have confirmed our first assessment.American Eagle Outfitters was unable to locate you as a prize winner with the informationprovidedThe name, telephone number and email address given for
redemption, donot match our records as a winnerFor this reason we are unable to honor yourrequest

Order *** was replaced for the customer with a 20% off and complimentary 2nd day shippingThe shipping cost associated with the exchange, have been refunded to credit card used as method of payment for order ***

this has been such a time consuming process, I have not gotten any actual responses from you guys besides sending me to contact my local post office and do a investigationI have delt with rude Customer Service Members, everytime I contact you I get a different round aboutyou keep finding reasons to not compensate or replace my order. it has been weeks and I am still at square oneI do not want to have to open this case back up with the Revdex.com if PayPal does not approve my claimI am sure you could contact PayPal and tell them the arrangements that have been madeor I could cancel the claimall I want is either my hard earned money back that I got nothing for or the product to be replacedyou keep sending me messages like the one you just sent, refusing to help mecould you please cooperate with me in finding a fair solution to this problemThis is by far some of the worst customer service I have receivedThank You for taking your time to review this message

Revdex.com:
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
Regards,
*** ***

Hello, I’m very sorry for your experience regarding order ***The majority of our clearance merchandise is only available to ship from store, which is why the order processing was taking longer than normalOnce an order is placed and progresses through our fulfillment system, it may source to
several stores for fulfillmentUnfortunately if the order is unable to be fulfilled after five attempts, it is automatically cancelledIf a gift card is used toward the method of payment, our system does automatically refund to a new gift card firstWe are working to change that in the future, so the refund will go back to the credit card used for the purchase, rather than generating a new gift cardThe shipping charge should have been included in the refund gift card that was generated; I do apologize it was not and have forwarded to our technical team for investigationThe order is noted that a gift card for the difference of the refund was processed and mailed out from our corporate office on January 7, If you have not received it, please give us a call so we may assist you furtherAgain I’m very sorry for this experiencePlease know this is not our standard level of service and we hope you will continue to elect to shop with us in the future

Forcing customers to use a foreign currency conversion and shipping from a foreign location when a company has local stores is unacceptableI believe my beliefs were clearly outlined in regards to that matter in my initial complaint

Unfortunately, American Eagle Outfitters is not responsible
for lost or stolen gift cardsWe can replace the missing card only if the balance is still available in the lost or stolen gift card. If you ever come across a similar problem, please
feel free to contact our corporate office at
###-###-#### (M-F, 8am - 5pm
EST)
We have issued a replacement $gift card to the
mailing address associated with this complaint, for the misunderstanding

Hello, I’m very sorry for your recent experiences when shopping with us, as well as the misunderstanding on behalf of our Live Chat agent regarding your inquiry about the discount offered to you for the mishaps that have occurred with your ordersI have forwarded your comments about this specific
experience to our management teamI have also sent a 30% discount to your email via your AEREWARDS account that you may use at your leisureYou do not need to place your order with a representative to redeem this discountIf you do not receive the email to your inbox, please check your spam/junk folder

Hello, I’m very sorry you did not receive your complete orderBased on the FedEx claim number *** that you provided, we did contact FedEx on your behalfThe FedEx representative informed us that the claim was denied because the delivery was confirmedDue to this resolution we are unable to
issue a refund for this package For any future orders that you may place with AEO, we do recommend shipping to an alternate address such as your place of business or other residence where someone may be available at all times to accept deliveries directly from the carrierAEO will not be responsible for any future orders not received at your current address

I have never shopped with your company before because you don't offer plus-sized options I am a plus-sized gal and you don't accommodate my clothing size On clearance, most of your shoes are still $ If you give me 25% off of $and I was going to buy an $pair of boots I'm sure you can do the math Plus now you have my information and have decided to start sending me spam mail I just want the fuzzy cute $boots I ordered
Regards,
*** ***

This still doesn't answer one of the main questionsThe dark grey mittens that were cancelled, were listed as in-stock when ordered, in-stock when inquired about the delay in shipment, and in-stock when I contacted customer service the first timeThen, magically, they go out-of-stock and are cancelledIf I ordered it on the 18th, and it was in stock, then it should have been reserved for that orderI shouldn't have found out right before Christmas that it was being cancelled and winding up without a gift for someone

We were disappointed to learn of your recent shopping experience with AmericanEagle OutfittersAfter research we’ve verified there was an error with submittingyour PayPal orderPlease note that AEO does not charge the customer for an unfulfilledorder, we do so after the order leaves our warehouse
The “charges” you mentioned are the transaction hold created by PayPal,which they failed to forward to us AEOin order to satisfy your purchaseWe are aware of this technical hiccup andare working with PayPal to create a prompt solutionPlease accept our sincerestapologies for the inconvenience caused. At your convenience please reach out to our customer servicerepresentatives at ###-###-#### (hours a day, days a week) and arepresentative will be happy to assist you place your order with a 40% off discountand complimentary 2nd day shipping Please reference order ***when placing the callWe recommend utilizing a different method of payment until we resolve the setback

We apologize for any issues, which may have occurred with your recent American Eagle Outfitters orderAfter research we have verified that November 29th, a full reimbursement was issued to the original method of payment used for order *** for items not receivedOn March 10th, we
received a second request for a non-received order placed March 5, Per the tracking associated with this second order all items were successfully delivered to the same address used on the claimAs a result, of previous non-received history, regrettably we are unable to issue any further compensation for orders successfully delivered to this addressIn addition, we recommend ensuring a more secure address is used for all future ordersAmerican Eagle Outfitters will no longer be responsible for non-received packages to this addressWe hope this information is helpful in resolving this matterThank you for contacting American Eagle Outfitters

We would be happy to apply any credit neededA representative has been in contact with you to obtain all the proper information and credit what is neededWe hope to be able to handle this issue for you as soon as possibleThank you for contacting American Eagle Outfitters

Hello, I’m very sorry you did not receive your packageSince the delivery was confirmed, I would check with your neighbors to see if it was delivered to one of them by mistakeThis occurs more frequently than one may think, especially around the holidaysA full refund was issued to your order on
December 2, If you wish to replace your order we are more than happy to assist with price matchingI do recommend shipping to an alternate location that you feel may be more secure, such as your office or place of business, to ensure your order is received in the future

We sincerely apologize for the issues you have had with this rewards accountI have resent your request to have this account closed again,to ensure that it is taken care ofAll of your information has been removed from this account, thus your personal information is not being used inappropriately
The statement you received was the last statement prepared before your account was closedWe hope this information is useful to clear up your concernsAgain, we apologize for any confusion

American Eagle Outfitters would like to apologize for thedisappointing experience Mr*** and his wife had at one of our storesThefree gift with purchase was a "while supplies last" offer unfortunately,the quantities became exhausted pretty quickly in-store and onlineAEOunderstands this was
a poor experience and has issued a comparable blanket froma previous promotion to the mailing address associated with this grievance,with our apologies

I am very sorry that the 25% promotion did not apply on the order you were trying to placePlease go ahead and place the order now and provide us with the order numberWe'd be happy to apply the promotion to this order and refund you for the 25%

The same complaint still existsNothing has changed, which is in contrast with what they have asserted.I tried to login to my American Eagle account, and I’m still able to get in to another customer’s account that shows a mix of personal information - hers and mineIf they HAD deleted both my account and this customer’s account, I would not be able to login at allIn the last 2-months, I have not been able to login to my actual accountI will never know if my credit cards or personal information has been exposed to (although I just had one of those credit cards show fraudulent charges), or whether or not it will ever be deleted, because I have no access to my own account.I have screenshots available to help them better understand the problem, and the name of the customer whose account I have access toI can also provide my full account number (which does not match up to the account I can login to), but nobody will respond to me via standard communication, and they could not help me over the phone.I can be contacted at the email and phone number below

We attempted to contact the customer over the phone to offeran explanation for the mishap unfortunately the customer disconnected the call.After research, we’ve verified our agent didnot note the order with the 20% off certificate promisedIn addition, theorder was placed under a female customer’s name; yet Raul attempted to redeemthe certificate in store which lead to more confusion in-storeNevertheless,our store associate should have been more cooperative and accommodatingFor thisreason, AEO would like offer our sincerest apology for the poor experienceThecorporate office has noted order number *** and you will receive 40% offand complimentary 2nd day shipping on a future orderAt your convenience,please contact our customer service team at ###-###-#### (hours a day, 7days a week) and a representative will be happy to assist you receive the benefit