American Eagle Outfitters, Inc.

Due to an overwhelming demand from customers, we ran out of stock of the cozy and moccasin boots that were on clearance and are no longer available.  As an apology to you, our loyal customer who didn’t receive the boots, we are providing a 25% off coupon toward your next...

purchase, which will be received through email.  We are very sorry for any disappointment and inconvenience that this may have caused. We also would like to apologize for any issue with our customer service representative. Upon further review, we have found that you were provided with up-to-date and accurate information. We sincerely apologize for any confusion and hope this response aids in resolving the issue. Thank you for contacting American Eagle Outfitters.

[redacted], I’m very sorry for your expereince at our Waterloo Premium Outlets. I have contacted both the district and regional managers to address with all associates at this location. The cashier may have misunderstood the difference of impact between a hard and soft inquiry on your credit rating. I...

have also contacted our partners at Synchrony Financial who manage and service all AE credit cards and AE Visas. They will be able to assist not only with the transaction, but also the inquiry on your credit report. A client affairs specialist will contact you directly to offer resolution in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Dear Revdex.com,I have included the e-mails from American Eagle (below), offering me a 20% compensation, but another e-mail was sent to me afterwards, saying that they would  give this 20% on my "next order." I argued that this was not what they originally offered (20% compensation), and they finally agreed to credit my debit card the 20%, which I agreed to. BUT, there was NO MENTION that another 30% discount would be attributed to my NEXT ORDER, with free shipping. If they will apply this discount, I certainly will drop this complaint. Hello [redacted]Your original order (number [redacted]) has been noted to provide you with 20% off your next order. This can be applied by placing your order by phone, as you said, and providing the order number. If you do not wish you pay overseas calling rates, you can always contact us for free through Skype. Many of our overseas customers utilize that service when contacting us. I hope this information has been useful. Again, we apologize for the issue you experienced and I hope you have a great day.--- Original Message ---From: "[redacted]Received: 11/23/2014 1:59:55 PM UTCTo: "[redacted]Subject: complain[redacted]I received an e-mail from you ONLY AFTER my item was delivered to my contact destination, NOT when it was shipped. I have not used another e-mail address.And, again, I have to pay for an overseas call to place an order? Do you know how much that costs? Why attempt to order online from you then?I will take your 20%. But knowing how communication is with AE, how and when will I know this 20% will show up?[redacted]
I am very sorry for this whole experience. An email is automatically sent when your order ships, however, the email address on your order differs from the one you are using now. That is our fault, yet again. I can assure you we will address the agent appropriately, and I can compensate you for 20% off your order. If that is acceptable, please respond to this email indicating so.Have a great day! [redacted] American Eagle Outfitters [redacted]

Thank you for contacting American Eagle Outfitters. I'm very sorry to hear of your dissatisfaction with your online purchase. Based on our shipping guidelines for expedited shipping, your order was delivered on time as stated in our shipping guidelines. Orders must be placed by 1 P.M. EST to be...

eligible for same day shipment. Complete details for shipping are listed in our Help section, or at this link when you click U.S. in the drop down on the right side of the menu. https://www.ae.com/content/help/shipping-handling   You have advised AEO through another contact platform that you have filed a dispute for this purchase with your credit card company. Due to this, we are unable to offer any refund at this time and cannot proceed further until we receive notification from your credit card company.

We apologize for the issues with your refund. We were able to have your refund reprocessed, thus you should receive it within 3-7 business days. We hope this helps to clear up your questions and concerns. If there is anything we can help you with, please let us know. Thank you for  contacting...

American Eagle Outfitters.

Hello, I’m sorry for your experience with this order. We have confirmed delivery with UPS and have noted that you filed a dispute with PayPal for the charges. Because of these two factors, we are unable to issue a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello, I’m very sorry you did not have a positive experience while shopping at one of our stores. When we offer a clearance promotion of $19.99, it is marketed at the base price of $19.99 and up. I do apologize the disclaimer stating only select styles were available for $19.99 was a bit small, but...

it was notated on the signage. I will review your experience with our marketing and store operations teams; perhaps we may be able to have new signage created for the future that may better display the details/exclusions of the advertised promotions.

We apologize for the delay in this matter.UPS concluded their investigation and will not be issuing a reimbursement forthe missing package. AEO understands this to be a poor experience and has issueda complete and final refund for the missing package related to order [redacted]. Pleaseallow 5-9 business days for the refund to be visible in your credit statement.

I'm bawling my eyes as I'm typing this.

I ordered from American Eagle Outfitters. I ordered 8 items. 1 was supposed to be shipped separate which I received. 7 were supposed to be shipped in a box which arrived opened, with only a tee shirt inside. I contacted them and they told me that there was NOTHING that could be done. I contacted UP''s and was told only the sender could file a claim. These were gifts for my husband and my Secret Santa I got dragged into doing this year that I COULDN'T even afford at this time. I received a Tee Shirt and a Sweater I have now technically paid $248 for. I hope they can live with their selves for this. They have lost a customer for good!

I have shopped here for years, mainly for their tall sizes for my tall children. Today, I placed an online order using a credit card I have used online at AE.com previously, and after receiving a confirmation, the order was canceled, citing verification errors. I have a pending charge on my credit card. I call customer service, and the rep tells me I must have gotten a detail of my address or phone number wrong, compared against what my credit card company has. I am able to pull up my receipt and my credit card billing information. Perfect match. He encourages me to try again, and says maybe use a different card. I add the items back to my cart, check out with a different card, and get the same message again. I call again. This time, the representative has no idea, and weakly suggests that maybe I misspelled my own name.

This is not my error. This is not my credit card's error ( both of them). This is a glitch at AE, and no one seems to care. I'm a long term customer. I've spent thousands and thousands of dollars. I've used these cards before. I now have authorization holds for hundreds of dollars on two different cards, two canceled orders, and a lot less faith that AE will make it right.

Do not tell me I have a detail from my address wrong. I don't. My credit cards agree. You have a problem- and in a cursory glance at the internet, I am far from the only person with this issue.

Do better. Please. I'm not sure what to do. I'll have to find another store that carries talls and doesn't insinuate that I can't spell my name correctly.

Review: Mislabeled products and no responsibility

Consumer

Response:

Incorrect sizes listed on clothing.

Business

Response:

Hello, I’m sorry to hear you are dissatisfied with the jeans you purchased this past February. In order to issue a refund to the debit or credit card used for the purchase, the store would need the receipt and that specific card; otherwise, an AE gift card is issued. I am aware that you spoke with one of my corporate team members on 10/15/2016 and she offered to send you a prepaid return label to send the jeans to our corporate office for evaluation, however you declined. Should you change your mind you may contact us back and we can send one out for you. Thank you.

Review: I made a purchase on Friday, August 19,2016 and selected 2 day shipping for the delivery method for an upcoming trip. On Tuesday, one item was still showing as nit being shipped so I contacted customer service. Customer service told me that they were still processing the item and not to worry because it was set to ship and I would have it by Thursday. I explained to the rep that I was leaving for a trip on Friday and if the item was not going to ship to please be honest so that I would have time to replace it and the rep told me not to worry I would have it by Thursday. The next day, which was Wednesday, the status had not changed so I called customer service again. The rep at first had no answers for me. She was not helpful at all and in so many words told me that whatever the system said, there was nothing more she could do. So, I asked to speak with a supervisor. The supervisor told me that the item was shipping out and that I would have it by tomorrow, which was

Thursday. Thursday morning I checked for a tracking number and there wasn't one available. So, I called customer service back. Again, I got a rep that was very unhappy, who had no answers and didn't seem too eager to find any so I asked for a supervisor. That supervisor told me the item was still trying to be found. After I pressed the issue, the supervisor said that it looked like it would end of being canceled. I asked her how would that help me, when I'm leaving for a trip tomorrow and I have been calling you all since Tuesday trying to be proactive. And again, (which I am not surprised by now) there was no response.

Business

Response:

Thank you for taking the time to contact American Eagle Outfitters. We appreciate your feedback and are sorry for the issue you encountered while shopping on the site. As many items are sold out at our warehouses, we try and utilize store inventory to fill orders as well. We were trying to locate the item for fulfillment, so that it would not have to be cancelled from the order. In this instance, there was a delay in the 2 day shipping timeframe due to this process. I have issued a 20% refund on the order for this frustration and inconvenience. Please check your PayPal account to verify the refund posted.

08/13/2016

Order#: [redacted]

In my order one of the items I received was a pair of denim shorts that were damaged (the leather rectangle on outside of the waist was partially cut off with what seemed like a pair of scissors?).

My wife and I walked into the Daytona Beach store in Volusia Mall to exchange both pairs of shorts today. I walked to the cashier and she told me to find another item to exchange with. I walked away to go fetch the other item.

They must not have noticed my wife still at the counter because she overheard the Manager walk over to the cashier and start dropping the "F" bomb repeatedly and saying "look at this, these are [redacted] worn, don't return this for him", all behind my back.

At this point my wife stepped in to defend me, and also stated that they weren't worn, they were received damaged.

([redacted]The item was in pristine condition might I add, except for the leather patch being cut up[redacted])

I walked back over and the assistant manager gave me all this attitude as if I'm lying. She told me that the 1 item was "worn" and that I could not return/exchange it. And before I could say a word another employee jumped in the conversation and just started shouting "it is not possible to relieve damaged items from American Eagle! that's why the item is $45!"

At this point I got extremely upset. It's not my fault I recieved the item damaged?!?

And more importantly I shouldn't have to be called a liar and be ridiculed in the middle of the store over this. I feel like I can't shop at this store ever again.

Unacceptable. Period.

Review: I ordered a bunch of items through the website and they were sent in 3 separate packages, I received the first, but never the other two. I spoke with 5 different people at AE to try to get this resolved in a timely manner and they have messed everything up, I went to the post office and they think the packages must have been stolen, regardless I paid for items that I never received.Desired Settlement: I would like to be refunded the total amount that I spent on items as soon as possible.

Business

Response:

The customer has been refunded for the other 2 containers on 8/23.

Review: I placed an order on July 29, 2016 on line. When AE shipped the package it apparently got damaged in shipping at UPS

and UPS threw out what was damaged and sent the other items back to AE. I was then refunded the money for only the

items that were returned. I should have been refunded for the entire order. I never received the package at all. I have contacted customer service twice about the rest of my refund and have not gotten any results.Desired Settlement: I just want the rest of my refund and to no longer have to have any dealings with AE. Their customer service is very lacking. NO emails to explain why package got returned, NO follow up emails. Nothing. I have had to everything myself.

Business

Response:

I'm so sorry about the damaged item. I have issued a refund for this item. The card used for the purchase will be credited the refund amount. Please be advised that this refund should process in 3-10 business days, but with some banks and financial institutions, it can take up to 1-2 billing cycles for the refund to process and post to your account. If you have any other questions, please contact us at ###-###-####.

Review: Dear Revdex.com Staff

I placed three orders online respectively on May 7, May 10 and May 12. However they were all cancelled by American Eagle Outfitter (AEO) without any notification. Until I called them, they told me that the billing address I provided didn't match the billing address of my credit card, which I think is absolutely not true. In fact, I even tried to place an order using paypal, and they still cancelled my order and refused to give me any reasonable explanation.

If they just didn't want to sell me stuff. Fine, I can just stop shopping at AEO anymore. But the worst is that I placed an order using gift cards. They cancelled that order but didn't refund me the balance of my gift cards. Then when I tried to use them in store, it's already unavailable. When I called their customer service team, a guy told me that they will mail me the gift cards after two weeks. Two weeks, they must be kidding! They sell gift cards, and when their customers try to use them, they just cancel their orders without any reasonable explanation. It's ridiculous! How can these cards be called gift cards if the customers can not use them in their stores whenever they want.

What's worse is that I placed another order on May 14 and this order was finally shipped. Then I asked them to apply my gift cards balance to that order and they just ignored my request. Now, it has been almost two weeks since I sent my request to them. I have lost all my patience and decide to ask help from Revdex.com. Thanks!

Now I request AEO to refund the balance of my gift cards by check, instead of another gift card for the following two reasons: 1), I am not agree to receive those gift cards by mail after two weeks and 2) even after I receive them, I will still not be able to place new orders since they cancel orders arbitrarily,Desired Settlement: 134.95

This is the remaining balance of my gift cards.

Business

Response:

The orders placed by the customer did not pass our verification system, due to information contained in the orders not matching watch the financial institution had on file. Therefore, the orders were cancelled and were unable to be processed Our system automatically emails the customer informing them. The 2 gift cards used in the order have been reloaded.

Review: Hello,

I sent a previous email about a week ago regarding the same issue through your website and have been unable to get a reply.

I purchased the Aged Blue Traveler Denim X Jeggings over 4th of July weekend, and after one wash I realized that the inside fabric of the jeggings was peeling off. Only after one wash the adhesion material is disintegrating for each fabric piece. Due to the fact that it has only been one wash it proves that these jeans that I purchased consist of poor adhesion material and therefore lack longevity. I would either like a refund for the jeans or store credit. I am able to provide a receipt and picture of the jeans as well.

Thank you.

Business

Response:

I was disappointed to learn about your recent experience with our product. We invite you to return the merchandise to one of our many stores for an exchange or an AEO Gift Card. Please print a copy of this email to ensure a prompt return. Should you no longer have your original receipt, the store is able to assist locating transactions paid by credit/debit cards or if an AEREWARD$ card was present. Please have this information available at the time of your return/exchange. At AEO we take customer grievances very seriously and would like to reassure your next purchase with us is a better one. Dear Store Manager: Please contact extension #330840 should you have any questions about this return.

Review: Very disappointing... I have been a loyal customer for nearly 20 years with no complaints whatsoever. However, on 4/27/16 I attempted to return merchandise that was still in the bag with receipt, tags attached, and never worn. I was surprised to be treated with contempt by the manager on duty. The problem was the clothes were "so old." 3 items were 9 months old. They supposedly do not have a time limit for returns unless they suspect abuse. To be sure I called the actual store and the company customer service line to make sure I could return these items prior to arriving. They both said yes without hesitation. However, the manager decided to give me only $7.49 for a $49.95 shirt, $7.50 for a $39.95 shirt, and $4.99 for a $12.95 tank. I didn't realize until I was home. Also, I had only asked for a store credit since I have always shopped at AE almost exclusively for as long as I can remember. I called customer service again to see if I misunderstood their return policy and was told that I should go right back while they still had the clothes and get my full refund because "that didn't sound right at all." I did and was told that because the clothes were "so old" and that she couldn't scan the receipt (since they had a whole new register system), I was out of luck for some reason. I tried one last time today and called customer service to give them a chance to redeem themselves before I came to Revdex.com However, they basically said abuse must have been suspected. I am hurt and extremely insulted. I would like to challenge them to look up my name and info and scan my purchase history over the past nearly 20 years. It is very hurtful after how much money I have spent there. I have all return related receipts scanned and stored ready to send for your review. Please let me know how I have abused your business. Maybe I should have returned these items sooner. However, your return policy is your return policy. I didn't create it nor did I dispute it. So, again please let me know how I have "abused" your over $3 billion business that your loyal customers such as myself helped to create.Desired Settlement: I would like the full amount of store credit I am owed according to my receipt.

Business

Response:

I have emailed the customer for receipt information and will issue the difference back to her credit card for the items returned at the store.

Review: I shopped the AEO store in State College PA on 7/9/2016 and had a horrible shopping experience in the event that the customer service was unsatisfactory and I was told invalid information. As for the customer service, I was not asked if I needed help, several employees were on their personal cell phones, and I was lied to when I asked them about the advertised promotion. The advertised promotion was 60% off additional to clearence merchandise and I had two pair of shorts that were both white stickered which indicates their clearence. I was told my the employee that either pair were included because they were "sale" not clearence. I know for myself that they were both clearence because their website indicated that they were as well as the white sticker. Needless to say I did not purchase them and thought id just order them off the website at the correct price. The girl that was dealing with me for an exchange was treated terrible by her fellow employees in that they were smart and grabby when she asked them questions to confirm she was doing the right thing.

So on Sunday, 7/10/2016, I got AEO.com to purchase said merchandise that included the 2 pair of shorts and thought well I am going to call customer service to place order to see if free shipping could be honored due to the mishap in store. I was told sure thats fine. I was on the phone with the rep. For approx. 35 mins and ended up not ordering anything bc rep ended up saying he could not apply discounts that were being offered online with the free shipping but rather he could just apply free ship so again I was unsatisfied and hung up without ordering. I then got onto the chat on AEO.com and spoke to a rep and went on to tell him all scenarios and he said he could offer free ship and the advertised online discounts but I had to call the customer service line again. So I did just what he said and had no problem ordered the 2 pair of shorts with said discounts applied. I reveived ordered package and only 1 of the 2 pair of shorts were in the package. I called customer service and was told that the pair that was not shipped appeared to be out of stock and the rep. proceeded to tell me to go ahead and get on the site and pick a different pair and they would be price matched to the price of the other pair and said she would note it for when I called back with item number. I scanned the site and found a different pair and called back and explained what was said and the rep. said well I cant do that because the pair you chose is not in the correct price range. I then was transferred to a supposed manager and told her all my complaints and she said the same thing, that they could not adjust price on the pair I chose. I then asked for the complaint line in which she transferred me. I then told that line all the occurances that I jave dealt with since shopping at store on Saturday. All she had to say was I am very sorry and will reach out to the appropriate people and that the pair of shorts I picked for replacement could not be price matched. The website on Tuesday still showed the pair I never got available and they are telling me I never received them because they are out of stock.Desired Settlement: I expect my complaints to end with a resolution not just a "thank you for letting us know and i'm sorry". For all the time I have wasted trying to get shorts I should atleast be honored another pair that I want at the intitial sale price I paid and afterall I was told that by your sales rep. I spoke to. I am not going tolerate being called a liar when calls are recorded for assurance supposedly. I think thats mild honoring what I was told with what I had to deal with over 4 days trying to get this resolved. The order number is [redacted]

Business

Response:

Contacted customer by phone and will look to resolve the issue by allowing her to pick comparable shorts and honor the same pricing she received on the original order.