American Eagle Outfitters, Inc.

Review: We purchased an eGift card ending with [redacted] value of $200 on Feb 12, 2016. The eGift was used in Store 00781 on Feb 21, 2016 Transaction 7695. Value of $6.88 was used. We have a store receipt that shows the Balance Available on the eGift as 193.12.

We went to use the card on May 28, 2016 and was told the eGift had zero value. We contacted the AE customer service and were told someone in FL placed an online order to ship to GA on Feb 28 and emptied the eGift.

We provided all our information and requested that AE issue us a new card with the correct value. AE refused to do so. This is stolen property and AE should've offered a replacement gift card and investigated the theft that occurred. The customer rep. showed zero interest in doing anything to assist.

AE was surprisingly indifferent to the crime that happened and refused to investigate.Desired Settlement: AE should take responsibility and investigate the theft. They should replace our gift card with the value stated on the store receipt.

Business

Response:

We do apologize, but unfortunately, American Eagle Outfitters is not responsible for lost or stolen gift cards. We 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).

Review: On 9/18/2016 I placed order #[redacted] with American Eagle(AE) Outfitters on-line. I ordered 6 items totaling $199.70. UPS delivered these items with 4 items missing and with the bag opened. I received this package directly from the UPS driver who indicated that I should contact American Eagle and file a claim with UPS. I contacted AE immediately on 9/23/16 and filed a UPS claim on Monday 9/26/16. On 9/24/16, AE resonded, indicating that they are not responsible for the missing items and would not be refunding/replacing. On 9/29/16, the UPS claim was approved and the funds were sent to AE to cover the missing items. AE, again indicated that they would not be refunding or replacing due to the fact that in Feb 2016, AE sent Order #[redacted] to [redacted] in Middletown, CT which is an address that does not exist. Back in Feb 2016, AE replaced this missing order for $212.51 without question and did not suggest that I file a UPS claim.

I already ordered replacement items from AE therefore have paid almost double for an order I never received and for an order thatvwas reimbursed to AE by UPS. How or why would I take a risk of placing future orders with AE. If there is a UPS error, the customer is out of luck despite the fact that UPS may reimburse AE. AE indicated to me that they "allow one refund/reimbursement".

On 9/29/16, I sent a letter to AE corporate office on 77 Hot Metal St to discuss/express my concer and to close out my account. I have spent a significant amount of money at AE over the years on-line and in stores.Desired Settlement: I am requesting a refund for the 4 missing items on order #[redacted] which totals $123.86.

Business

Response:

Hello [redacted], I am so sorry for your experience regarding order [redacted] and the fact that the situation has escalated to this level, as a refund should have been issued for the damaged products since a claim was opened by UPS. I was able to review previous correspondence with my team and have issued a refund to the order for the following merchandise: AEO Crew Jegging Sweater-Olive, AEO Crew Jegging Sweater-Holiday Heather Brown, AEO Sateen X Jegging-Smoked Gray, and AEO Sateen X Jegging-Berry Jam. I have also noted this order to honor a 25% discount and complimentary two day expedited shipping on a future order. To redeem this discount, please contact ###-###-#### (24/7) to place your order; please reference order [redacted] when calling. Again, I’m very sorry for this experience and sincerely hope you will continue to elect to shop with American Eagle Outfitters in the future.

Review: I contacted American Eagles customer service team about issues ordering products through a promotion. I was unable to submit the order as originally planned due to slow service. I have since been passed around between a multitude of customer service representatives who have in no way helped to resolve the issue. The customer service team is rude and does not listen to the customers.Desired Settlement: I would like the 25% off coupon that I was not able to use due to problems with their smart phone application and their slow customer service response. I just want to be able to purchase the items I wanted to purchase at the same price they were offered when I first contacted American Eagle about my problem.

Business

Response:

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

Review: I recently went to American Eagle Outfitters located in the [redacted] mall in NY. I originally went into the store to return two pairs of shorts. Keep in mind I am an American Eagle store credit cardholder. When the gentlemen helping me saw my store card he informed me that I should have gotten a new card in the mail with the new chip feature so he told me he was just going to get a new card with a chip sent to me in the mail. Little did I know, he signed me up for the American Eagle Visa card without my knowledge. He simply said that I would be getting a new card in the mail with a chip and it would not affect my credit report. Later when I got home I got an alert from my credit company stating that I had a new account on my report. When I saw this I was furious. The guy told me I was getting a new card. Not another credit account. I called the company to see what they could do, which isn't much. The woman I spoke to told me that the store cards so not need a chip, just visa or matercards. She said that I could close out the account, but I knew it would have a major effect on my credit score and report. I do not believe that this is right. Store associates should not scam a customer into a credit card. This is real life and their actions now have an affect on my life. The woman I spoke to on the phone said that this is not the first time his has happened which is obsered. Now I'm stuck with two credit cards from the same company and another inquiry on my account which I do not believe to be fair at all. I would love to cancel the card but the process of disputing a cancellation is way too long to deal with. I'm a very frustrated customer. I will no longer be shopping at American eagle due to this. I should not have to deal with the repercussions of an associates actions. I don't want this happening to anyone else. I will not even be stepping foot into another American eagle again. All of this nonsense because I wanted to return two pairs of shorts. RidiculousDesired Settlement: I would love to cancel the card and have the inquiry and credit cancellation off of my credit report. I've spoken to Transunion and the process to remove it it too lengthy for me

Business

Response:

I have forwarded [redacted] complaint to [redacted], which handles AE's credit cards. They will reach out to her to help resolve this issue.

Review: I returned some pants by mail, two of the returns have refund problem. one is #[redacted] ($39.99), the other one is #[redacted] ($34.99), instead of receive a total refund of $74.98 to my credit card, I only received $45 GIFT CARD, which surprised me. I will not use the gift card, please refund my credit card. here is the refund transaction information: store#00650, register#002, cashier KS, transaction#[redacted] date 4/12/2016 7:53am. The original order#[redacted]. because of the refund issue, I already returned all the items in this order.Desired Settlement: please refund my credit card ending with#41014 $74.98, I will not use the $45 card which you mailed to me.

Business

Response:

The gift card balance of $45 has been refunded to the customer's American Express card.

Business

Response:

refunded the $45 gift card per customer's request, cust did not accept our refund, so refunded GC [redacted]2606 for the $45 to his CC and also refunded the additional $29.98 to the credit card to make whole his return amount

Review: I wanted to voice my concerns with american eagle outfitters. I have been an avid customer of this company for almost 10 years. unfortunately, I have gone through very rude experiences with them recently.

I have been told my numerous reps online, in store and via phone that they have a hassle free return policy and that no matter how old the items are, would still be acceptable with or without an invoice/tags.

i've had multiple problems with ae reps telling me different refund amt that I was being refunded until they were resolved. however, I still have some items that were sent back to me claiming to have been damaged or worn when they have NOT. I travel a lot for work (which ive told one of the reps, to which she sympathetically understood my busy schedule), so I was unable to return the items from 2 years ago. they have literally sat in a box, untouched.

I had one rep give me a lecture on how I should understand from a business prospective and how they should make some money from my returns that they are unable to sell. that is not something you say to a customer. he said that the refund difference was different from what I had on my invoice because they had to make some money off of my undamaged items.

I spoke to a supervisor there and she did not even apologize to me in regards to this issue I had with one of her reps. she sjust gave me a bunch of excuses as to how their policy works even tho it does not state in their policy that items can be returned hassle free UNLESS it hasbeen passed a certain deadline. nor does their policy say that any unworn/undamaged items will only be partially refunded! there are many items that have not been worn or damaged in any way and I am very angry that they will tell me a lot of excuses and lies to not give me my money back.

I have all of my numbers from specific orders down that I wish ae would patiently go over with me and refund. this is incredibly unfair to be told I can return any time I want and then be told that I will only be refunded partially so they can make money. that was not explained to me before and it makes no sense to begin with.

I am a beauty blogger and will be writing about this experience on my blog as well. I cannot believe the reps have treated me this way and the supervisor who had absolutely zero remorse for my horrible customer service experience. I expect to get my refund back on the items that were sent back to me.Desired Settlement: id like the supervisor to speak to me regarding the box of items that were returned back to me and receiving my full refund on these items bcus they have not been damaged or worn. I have the invoice # to some of the items as well as their prices that their online reps have helped me with.

there was one agent online that told me I should be getting certain amounts back and I have her agent id # who told me that.

if this is not resolved, I will undoubtedly take this to court.

Business

Response:

We’re very sorry to hear of your dissatisfaction regarding your recent experience when contacting our customer service representatives about your returns. Please know that we will review all calls and address the conversations with each individual that you spoke with. Upon reviewing your most recent order history, going back to May, 2014, I found price adjustments had been honored on several of these orders. While we do offer price adjustments within 14 days if the base price of an item is lowered, our promotions do change frequently and are not applicable toward previously purchased merchandise. Many of the promotions were applied to orders that had already been placed with a promotional discount and were not applicable per the terms and conditions set forth in our promotions; however they were still honored as a courtesy to you. Because of these price adjustments, the return value would be significantly lower than the listed price on the original invoices included with your orders. Our warehouse is very thorough when processing returns, and while we do offer a lenient return policy, we reserve the right to refuse returns that may be damaged due to natural or elemental wear and tear, free from legitimate manufacturers' defects, or from purchases exceeding a one year time frame, as the merchandise is no longer in our inventory. We may also not accept returns if there appears to be fraud or abuse; this is stated on the back of all of our store receipts. When reviewing the orders for which the merchandise was returned, the applicable items have been refunded and the remaining merchandise was returned to you with the explanation of why we cannot issue a refund for those items. We do hope you will continue to elect to shop with us in the future.

Review: On 10/17/2014 I placed an order online for 2 items. I was shipped 1 item and after waiting a week I called to find out where my other item was. I was told the other item was out of stock and would not be shipped and my credit card would be charged the correct amount.Finally, on 11/14/2014, my credit card was charged an amount of $33.37. Then, on 11/19/2014 my credit card was charged ANOTHER $33.37 once more. I called customer service to see why this was and demanded I be refunded this double charge. The girl just said she didn't see the extra charge and gave me an email and a fax number to pass my problem onto someone else. I have since emailed American Eagle customer service twice so far with my bank statement attached, with no response, not even a confirmation of my emails being received. This is the worst customer service I have ever dealt with, and it really upsets me because I have been a customer of this business for many years. This whole situation is making me think twice about ever buying their products again and I will surely tell anyone I know about the aggravation I have had to go through, just to get my $33.37 refunded! I can't trust any online companies anymore because of this happening.Desired Settlement: I want my $33.37 to be refunded, as it rightly should. I am not paying an extra fee for something I only received once. This well known company should put a little more thought and confidence into their customer issues, especially someone like me, who has been shopping there for many years. $33 might not seem like a lot, but I could actually really use it these days, PLUS my checking account could have bounced!

Business

Response:

We were disappointed to learn of your recent shoppingexperience with American Eagle Outfitters. We’ve verified with the National ProcessingCenter that the additional charge of $33.37 was refunded on 11/26/14. Please contactyour bank with ID [redacted] for additional details.Our apologies, American Eagle Outfitters

Review: I ordered on their online store and noticed my order's shipping address was wrong. I immediately called the customer service helpline and they said they couldn't change it or cancel the order and then hung up on me. I called the next day and the representative told me I could have changed it but only an hour after the order was placed which the original rep never told me.

I then tried to call again and again and each time they couldn't fix it. They stated they were unable to reprint a shipping label. Because of the fact that they also ship orders in part, I will never receive this order in less than two months time now. This is just a terrible way for a huge company to be operating.

Their customer service reps were extremely rude to me and didn't try to help at all. It's sad that such a big company is so unconcerned with customer success.Desired Settlement: I want my order delivered to my correct address or canceled.

Business

Response:

We sincerely apologize for the issues you had while attempting to cancel your order. It seems the agent who assisted you was having an issue cancelling the order when you called. We will ensure that our agents are properly trained to handle this kind of situation. Your order was refunded yesterday (12/9/15), since you will not receive it. It may take three to seven business days for you to see your full refund reflected in your account. If you would like to replace your order, you may call in and an agent will gladly help you replace it matching pricing as well as providing free second day shipping. We hope that this response is to your satisfaction. Thank you for contacting American Eagle Outfitters. We great apologize for the inconvenience.

Review: I placed an order for three dresses for my mom's vacation this weekend. After I found out that they wouldn't be delivered on time, I contacted AE's customer service and the first (of 6) representatives placed an all new order and charged me an additional $20 for overnight delivery which he blatantly guaranteed. I agreed because I was reassured my mom would have the dresses by Friday, August 14, 2015. A few hours had passed and I didn't even receive the obligatory confirmation email acknowledging the order. I called five different times and each representative I had spoken with, first off, sounded aggravated and annoyed, secondly, no one could explain why I didn't receive the email or a tracking number since I had paid for overnight shipping. The fifth rep I had spoken with informed me that "most likely, the order will ship later and you will get it Saturday", which was misinformation because UPS doesn't deliver on weekends. The sixth and final rep explained that all he could do was refund the $20 shipping fee and recommended I call corporate for more in depth details. At this time, I'm out of $130, because two orders had to be placed and I still don't know if my mother will have the dresses for her vacation. It may not be much to people who work for AEO, but it means a lot to me because I could spend my money with any one else.Desired Settlement: I want a detailed explanation as to why my order wasn't shipped as promised, I want an apology, I want a manager to explain why the representatives of this company made me feel like I was a bother when I called all six times. I would like some sort of compensation since I've purchased items from AEO for over 20 years!

Business

Response:

We were disappointed to learn of the recent poor shopping experienced with American Eagle Outfitters. After research, we’ve verified that the order was canceled because the items would not be restocked. Unfortunately, we currently do not offer an auto-generated email for canceled merchandise; this is a service we are working on offering in the future. AEO would like to apologize for our failure in this instance to deliver the experience we have traditionally provided. Please note that you were not charged for the three dresses, as they never shipped. We have refunded the cost of shipping ($20) and tax ($1.66) back onto the original method of payment. We are very sorry to hear of the frustration you experienced speaking with our online representatives. It is our goal at AE to make sure your online ordering experience is hassle-free and pleasant. As such, we will initiate additional coaching and training so that your next experience will be at the level you have come to expect since you have been such a loyal customer for 20 years. Consequently, because we value you as a great customer, we have mailed out a discount coupon to the shipping address listed on the online order. You are welcome to use it for a future online order or in-store purchase.Again, we do sincerely apologize for any frustration or misunderstanding this matter has caused.

Review: A shipment was not delivered to my address. American eagle has refused to make an investigation. I have complaint about shipping from this company before. I am out 133 dollars and the company has done nothing to provide sufficient customer service.Desired Settlement: Billing adjustment.

Business

Response:

American Eagle denied a refund for this order because the customer has had previous history of not receiving items to this shipping address, of which we have refunded in the past. The customer received a full refund for Order [redacted] in the amount of $76.69 plus a discount of 40% off and free 2day shipping for a future order. The customer placed a subsequent order with discount, 40170570, and everything was delivered successfully. The customer also placed and received another order in between this one and the one referenced in this complaint, and again, it was delivered successfully.The customer was sent an email informing them that AE will not be refunding for the items not received for order [redacted].

Consumer

Response:

While it is true that I have had issues with recieving packages from american eagle in the past, I do not feel that they provide sufficient security option for delivery. I inquired about purchasing insurance and requesting a signiture at time of delivery, before I even placed the order in question. The customer service rep that I spoke to said "dont worry about it we gaurantee delivery or your money back". This was of course after I disclosed what had happened with my previous order. If the option was available I would have purchased extra securtiy features for my package.

Review: I have been very recently with your online store and customer service over the past couple of months. I ordered a sweater with very poor quality that starting pilling after a month. After contacting your customer service, it took about a week to receive a response (which in my eyes is not acceptable). I was told to send it back for a refund, which I did. I also sent back a few other brand new items from other orders that I was not pleased with. Tracking number is [redacted]. This was received back to your warehouse on 12/20/13. After not receiving any type of confirmation back, I called on 12/26/13 and spoke with an agent. I was told a request would be put in and my refund would be processed in 2 business days. Now today, on 12/27/13 my refund still isn't processed. I spoke with one very rude agent and her rude supervisor. I was disrespected and was told that nothing could be done because "I don't' work in the warehouse." Some type of communication needs to be put in place so that customer service can interact with the warehouse and that refunds can be processed in a timely manner. Your customer service department needs a complete overhaul.Desired Settlement: I would like a refund to my credit card for all items I sent back (totaling $98.20) AND I would also like a gift card sent to me in this amount for all of this trouble and hassle. If this is not taken care of, I will no longer shop at your store and I will be sure to pass the word on about your terrible customer service. I will also be disputing all charges with my credit card company.

Business

Response:

Our records indicate our warehouse has not yet processed the return for order number [redacted]. Returns mailed to AEO may take 1-2 weeks to process once received at our warehouse. Upon processing, a credit will be issued to the credit card used for the original purchase of the sweater and the other items we have received. It typically takes 1-2 billing cycles for this credit to post back to the credit card account. We have made a request for our warehouse to expedite the return process for this order and they are currently working to resolve the issue. We apologize for any inconvenience our returns process may have caused.

Please call our corporate office at ###-###-#### (M-F, 8am - 5pm EST) after January 6, 2014 for an updated status of this return.

Review: visited AE.com via mobile device and saw advertisement for 50% off all Clearance. I proceeded to read the terms to see the exclusions. I proceeded to apply 4 clearance items to by cart. Only two items came up 50% off. The two items that did not were Jeans $19.99 and up. Contacted customer service and they stated they would issue a refund for the amount not reflected in the purchased once I have an Order Number. Called back with order number and they said they would issue the refund after it ships. Once I got my shipping email, I got an additional email stating my refund was denied because I didn't follow a series of links that took me to the clearance items that qualified. I did however double check that I was adding Clearance jeans before purchasing so I know they qualified with the terms and conditions. I called back and I was told that AE.com had a small text in the title that said the jeans didn't qualify. Unfortately, the mobile website did not include this text so I had no way to know they would be excluded.Issue: Official terms and conditions do not exclude clearance jeans from the additional 50% off. Thus, I should be entitled to the discount($20).Desired Settlement: AEO to correct the mobile webite to alert potential purchasers of the exclusion(instead of promising false refunds), provide refund of $20, hand-written letter of apology, and any additional compensation AEO sees fit to apologize for my experiences, troubles, and bringing to light of a major deceitful selling practice.

Business

Response:

On October 5th 2013, we issued a refund on the amount of $14.93 to the original method of payment used for order J17891 by [redacted].

Some of the merchandise purchased by [redacted] was not part of the promotion being held at the time which was labeled as such. After we received his original complaint through our call center we issued a refund for the miscommunication, yet [redacted] insisted on a refund with a higher dollar amount. Unfortunately, American Eagle is unable to issue another refund at this time as we feel we acted in good faith, and provided a refund as soon as we became aware of his grievance.

We feel we acted accordingly and tried our best to find a speedy solution for the matter. Per American eagle this issue is resolved and closed.

Consumer

Response:

AEO did made a portion all refund. I still seek full compensation in accordance with their terms and conditions set forth for the promotion ran due to additional exclusions were not properly made available to all purchasing avenues. The additional exclusions were only printed on the full website and were not provided on the mobile site nor the mobile application. The original contact with customer service stated I would receive the full refund. Additional call backs only resulted in partial refund.

Regards,

Business

Response:

We apologize for any inconvenience caused to Mr. Trzaskos; however we feel we’ve resolved the issue at hand, to the best of our ability.

Review: I ordered 3 pair of jeans from american eagle online on 10/16/15. When my order arrived on 10/21 I received only two pair of jeans and a sweater. On 10/22 I emailed american eagle to let them know of the error. I was informed that I would have to print a return label and return the wrong item before my jeans would be shipped. I never received the emailed label, and I don't have access to print the label, so I emailed american eagle again. They responded that I could request a physical label, still refused to ship my jeans. I had to email back to formally request the physical label be mailed. They notified me on 10/26 that one would be mailed. I waited until 11/5 and still had not received the physical label in the mail. I emailed american eagle once more to notify that I had not received the label and to request my jeans be sent since I had already been charged for them weeks ago. I was once again refused and informed that my label was shipped on 10/28 and should be arriving in the mail soon.

It is now November 10th and I still have not received the shipping label or gotten my jeans shipped. I understand that american eagle wants to make sure that the incorrect merchandise is returned, but I think it is with holding merchandise that the customer has already paid for because of an error that was no fault to the customer is very poor customer service.Desired Settlement: I would like to request that my jeans be shipped immediately.

Business

Response:

We apologize for the issues you have had with your order. You should definitely have received the free return label at this point, so we have mailed a new one to you. We also have credited your order for the jeans you never received. Unfortunately, we are not able to send out the incorrect item and you would need to place a new order for them. At this moment, the jeans you ordered are out of stock. However, we would be glad to offer a 20% discount and free second day shipping on any future order. You may call ###-###-#### (24 hours a day, 7 days a week) in order to obtain that discount. We sincerely apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

Review: I made a large purchase through american eagle online, in the first order 2 of the items were cancelled 5 days later and notified, second order received no notification that the ENTIRE order was canceled!! ended up in a debate with their customer service over the funds, as they put it the funds have not been withdrawn but they are no longer in my bank so where are they?!!! company says it will take an additional 10 days to return the funds. if you know you only have so many instock update your systems to reflect that!!!! complete bs and the customer service is rude!Desired Settlement: I would like the items I ordered!!!!!

Business

Response:

We were disappointed to learn of your recent shopping experience with us. After research,we’ve verified that unfortunately the wanted items were no longer available ateither of our distribution centers. As an alternative to automatically cancelingthe items from your order, AEO attempted to fulfill your order using merchandise fromour stores. After three attempts, an automated email was issued when the itemswere finally canceled. This might account for the email delay. Please note we are currently offering worthy sales and many customers are takingadvantage. This is in no way an excuse, but rather an explanation for theoccurrence. AEO understands this was a poor experience and we have issue a percentage offcertificate, with our apologies to the mailing address associated with this grievance.

Review: approximately one year ago I purchased and paid cash for a gift from American Eagle Outfitters at Town Center Mall in Kennesaw, GA. At the time of purchase, the clerk asked if I would like to obtain a "Purchase Rewards Card" and explained that I would receive a 10% discount from subsequent purchases. She said that she was going to put a $5.00 credit on the card to get me started. I asked, and she assured me, that this was not a credit card or in anyway obligated me. She replied "No, this is a Rewards program."I have not been in that store since that time nor have a made a purchase.Desired Settlement: I am requesting that American Eagle Outfitters remove my name from their computer data and order their collection agency cease collection activity against me and desist in sending me further notices.

Business

Response:

We were very sorry to read about your recent experience with American Eagle Outfitters. As you know credit information is a very delicate matter, for increased security all American Eagle credit card account information is housed exclusively within our credit division and handled by our partner GE capital. AEO has been in contact with one of our account managers regarding your dispute. At your convenience please contact [redacted] directly and she will be happy to assist you further.

Review: For at least three years now, I have been trying to be removed from aerie's mailing list. I am so tired of receiving pretty-much-naked girls mailed to me. Every single time I receive a new mailer (which always has many girls in very skimpy bras and panties pasted all over - even with bare butts), I call and ask to be removed - each time asking to speak to a supervisor, since it never seems to be taken care of. I am just so taken back by the fact I've called so many times asking to PLEASE be removed.....and then I receive one today. I understand that many companies use sex to sell, but I do not raise my household this way, and I do not want these filthy advertisements in my mail anymore. Just because I made a purchase at one of their stores, does not mean I now want soft porn mailed to me every month. I honestly don't know what it will take to be removed permanently from their list.....other than my moving and not informing them.Desired Settlement: I request to be removed from their mailing list - PLEASE.

Business

Response:

We apologize for the delay with your request. Please allow up to 10 days to process your removal, during which period you may continue to receive communications from AEO. We again sincerely apologize for the delay and appreciate your consideration in this matter.

Per American Eagle Outfitters this issue has been closed and resolved.

Review: Purchased a pair of boots on December 1, 2014. Received the item days later to find the shoe had a slit in the side. I called AE and spoke to a rep who told me she will send a new shipping return label as soon as she gets notification that it was shipped she'd resend out the shoes. 12/18/14 still no shoes called and girl on phone had no idea what she was doing said she'd have someone contact me she didn't understand the order. So I wanted until 12/23/14 and called and spoke to someone then, I ended up speaking to what I thought was a supervisor but she isn't smart either because she tells me she will resend out the boots 2 day shipping if it's one day shipping i'd have to pay, and she'd only give me $2.70 off my order for my time. Even though I spent countless dollars with American Eagle, my 30 minutes on the phone each time is worth $2.70. Huge slap in face. Friday, 12/26/14 comes around NO SHOES!! I gave AE a grace period to today 12/30/14 still no shoes, sat on the phone for over hour to find out SHOES NEVER SHIPPED!!!!! spoke to corporate and they slapped me in the face as well told me that my time was worth little to nothing off and that the shoes will be shipped. So I spoke to 5 different people and each person didn't send the shoes. I buy so much from AE to get the slapp in the face, thanks american eagle!! You've lost my business as well as my family and husbands family!!Desired Settlement: I think my time is worth more then $2.70 or $12.00 for each time I spoke to a it and they lied to me and told me the shoes were shipped. It was a Christmas gift purchased and now it's a month later and still no SHOES!

Business

Response:

Dear [redacted], We were disappointed to learn of your recent shopping experience with American EagleOutfitters. After research we’ve verified that the item was not replaced as aresult of Holiday volume. This is not an excuse but rather an explanation forthe delay. We understand the impact this had on your holiday, and we are trulysorry. Per our records the order has been replaced is expected for deliver on Friday,01/02/2015. Please use the following tracking information to track your package[redacted].AEO has also issued a $20.00 gift card with our apologies, which should reach the mailingaddress associated with this grievance within 5 business days.

Consumer

Response:

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

Review: I have been a loyal customer of American Eagle for over 10 years. Recently I have had some financial hardships and can not make the min. payment due on my account. My max balance was $1000 and I only have $200 of purchases on the card. I have explained my situation stating that I can only pay a certain amount at this time, which is still more than half of the min payment, because of this I do not want to be charged a late fee. I am making the payment before the due date and I do not want to be consider late. According to Customer Service there is nothing they can do in regards to my min. payment and they actually had the nerve to ask if there was anyone that could help me with my bill. I have asked to have the late fee removed twice and was told that they only allow one late fee to be removed in a 12 month period. So I expressed to them that I will call every month and demand my late fee to be removed. Regardless this is going to affect my credit score when I am trying to improve. I have cancelled my card with American Eagle due to the fact they refuse to help me in anyway during my hardships, and that I am extremely upset with the service I have received.Desired Settlement: I want my bill adjusted to the min. payment I have expressed I can pay, $40. Also if there needs to be a correction on my credit report for paying on time, that needs to happen ASAP. I would also like a call from a Supervisor/Manager someone higher up that can actually help me with my situation. I do not believe that a company as big as they are can not override their system to help with my payments.

Business

Response:

We sincerely apologize for the issues you have had with your account and that you are going through a hard time. Unfortunately, for security purposes, all of our credit card accounts are handled by Synchrony Bank. American Eagle Outfitters is unable to see, or change any information regarding your account. You will need to contact them directly at ###-###-####. We hope that they are able to work with you to alleviate this issue. We sincerely apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

Review: I've had the American Eagle Outfitters card since 2010 with no late payments, no returns and the card is $52 short of being paid off. I went to make a purchase today and found out that my card had been cancelled due to returned payment. I was notified that I had a returned payment in April 2015 and one at the beginning of May 2015. Neither of which I was aware of. I did notice on my statement that there was a return fee so I called customer service last week and was advised u the customer service rep that there were no returned payments and then she refunded that fee. Today I was advised differently. I received nothing in the mail from my bank or American Eagle advising me that there were two NSF's or that my card had been cancelled. I've had issues with my current bank due to the processing of debits and credits so I closed my account and moved my business to another credit union. American Eagle is now telling me that the only way that I can get my card reinstated is to have something written from the bank, which I am unable to do because I have closed my a counts and no longer do business with them. Either the customer service rep that I spoke with last week flat out lied and said that there wasn't a return payment when there was, (in which case, she refunded a few against company policy) or I was lied to today in being told that I had two NSF's. I have been a great customer, never late, no NSF's since I opened my account.Desired Settlement: I would like my American Eagle Credit Card reinstated.

Business

Response:

We were disappointed to learn of your recent experience withour credit card. Due to increased security, all American Eagle credit cardaccount information is housed exclusively within our credit division and ourpartners at synchrony bank, consequently we are unavailable to assist viaemail. AEO has forward your grievance to our managers at Synchrony bank for aspeedy solution. Please wait for email or phone communication from Synchronybank directly.

Review: I ordered two pair of sweatpants from the www.ae.com website (AE) on 12/26/13. AE promptly charged my card on 12/26/13 for order number [redacted]. I received the package late in the day on 1/3/14 and opened it on 1/4/14. I promptly called AE on 1/4/14 to let them know I received only one pair of sweatpants even though I ordered (and was charged) for two pairs. I also let them know that I received a random pair of jeans as well (I did not order nor did AE charge my credit card for these jeans). The AE customer service represenative was interested in receiving the random jeans, but apparently not in shipping or refunding my missing sweatpants. I have since contacted AE customer service numberous times about the status of my sweatpants or a refund with zero results. It is now 1/20/14. AE still has not refunded my money, yet they have both the random jeans and the pair of sweatpants that I paid for on 12/26/13. At this stage, I am interested in a prompt refund only.Desired Settlement: I want an immediate refund.

Business

Response:

We have issued a refund in the amount of $11.80 to the Discover credit card used as method of payment in order [redacted]. Please allow 5-10 business days for credit to reflect on your online credit card statement. We are still interested in recovering the favorite boyfriend jean, and have issued another free return label to your home address.

We apologize for any inconvenience caused.

Per American Eagle Outfitters this issued is resolved and closed.