American Eagle Outfitters, Inc.

Review: I was deleting old email and found one from 2005 when I joined the American Eagle website. I tested it to see if the link worked, and it did. I went to the website, ae.com, to delete my information and account as I do not purchase anything from them anymore. I could not find a link to delete my information and I emailed their help customer service team. I received an email today from them telling me there is no way to delete my account entirely. I do not want my email address, name and birthdate on online databases unless I specifically wish it, and want all my information removed from their website. What can I do?Desired Settlement: I want all my information eliminated from their database.

Business

Response:

We apologize for the miscommunication. We can remove all personal information from an AERewards account, but we are unable to delete the account number itself i.e. the rewards number. All of your personal information, like your email address, name and birthdate has been removed from our records.

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

Review: Poor customer service! Placed an order on April 30th. Verification center did not contact me to verify my order. Therefore, is May 15 and still don't have my order. I called and I have to wait 24-48 hours for verification department to clear my order. My items are NOT GUARANTEE to be available anymore since they were not shipped!! I asked for next day delivery since those items were for a birthday present. They said I still need to wait 24-48 hours! I'm so dissapointed!Desired Settlement: I want my order to be shipped next day please! And a replacement of items no longer available specially the jeans. He loves them!

Business

Response:

After further research we’ve verified that we were unable to received address verification for order number [redacted], for this reason the order was never processed. When AEO is unable to receive address verification an automatic email is issued to the email address associated with the order. We apologize if this email was never received. AEO understands that this was a poor shopping experience and for this reason we have noted your order, you will receive 20% off and complimentary 2nd day shipping on your future order. Please contact our customer service team at ###-###-#### (24 hours a day, 7 days a week) to speak with a representative. Please have your order number handy when placing the call.

Review: I placed an order on ae.com for Aerie products on April. 20th and the status is always processing. After waiting for more than 10 days, I sent an email to the customer service this morning ask for the reason. Then this afternoon the CS just sent back an email saying that my shipping address is wrong and they cancel the order. I am pretty sure the address is correct as it has been used many times. The reason to cancel my order is ridiculous. Also, why the order status is "processing" for more than 10 days until I sent the email to CS? This is the first time I make an order with AE and the experience is terrible.Desired Settlement: I deserve an apologize from AE

Business

Response:

We were disappointed to read about your recent poor shopping experience with AEO. After research we’ve verified that our agent provided the wrong information. The delay/ cancelation of order number [redacted] was due to a technical hiccup. We assure you that this is not our standard level of service; all of our representatives should be providing friendly, helpful and accurate service. Be assured that we will definitely revisit training materials with the agent to ensure this experience doesn’t happen again. At your convenience, please reach out to our corporate office at ###-###-#### (M-F, 8am - 5pm EST) and we will gladly replace all available items at the original promotional price.

Please accept our apology for the inconvenience.

Best regards,

American Eagle Outfitters

Review: On returning two sweaters (in the same bag) to American Eagle, from an online purchase, as they did not fit properly, I was only credited for return of one.. They emailed me saying that only one had been returned, when both were sent.Desired Settlement: I wish to be given the credit for the second sweater I did return together with the other one.

Business

Response:

We apologize for the issues you had with your return. It looks like PayPal originally only showed one item as refunded, but we have confirmed that you have been refunded for both items. Please allow three to seven business days to see your refunds reflected in your account. We apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

Review: American Eagle Outfitters ran a sale over Memorial Day Weekend from Thursday May 21 through Monday May 26 2015 promising an extra 50% off of clearance. I received multiple e-mails about this sale on multiple days. On their website they had huge banners advertising this sale. It stated "Add to Cart to see discount" at the bottom of each e-mail and banner. Being a loyal AEO customer for nearly 20 years, I decided to purchase some things. I added several things to my cart, yet it never took the 50% off. So I brought up a customer service chat to see what the issue was. I asked if I needed to add a promo code or if I was doing something wrong. The response was "No. This is a technical error with our website. We are aware of this and have notified proper channels to get it fixed. Sorry for the inconvenience." I was told that I could purchase the items at full price and they would refund me the difference within 3-5 days after my order SHIPPED. This was on Thursday. I said "No, thanks. I'll just wait until it's fixed." I sent in a complaint to customers service through email about this issue. I checked again on Friday. It still not fixed. I checked again on Saturday. Still not fixed. I checked again on Sunday. Still not fixed. I finally checked again on Monday, the last day of the sale and it STILL was not fixed. Over the weekend, I received a couple of e-mails from customer service that seemed completely robotic and unhelpful in the least. They basically apologized and hoped I continued to shop with them, doing nothing to solve the problem. I was told I could call in and place an order or I could call and speak to someone. I order things online because I don't have time to call in and give catalog numbers and sizes for each things I want to order, give someone my address and payment method, blah blah blah. That takes WAY too much time and isn't worth the hassle. I am very disappointed with AEO's handling of this matter. If there is an issue with the website and they are "aware of the issue" it shouldn't go unfixed during an entire sale. How do you have a sale where it says add items to cart to receive 50% off and then it doesn't actually work that way. That's incredibly deceitful and frankly false advertising. When brought to the attention of AEO, they simply stated they were working on it, but never fixed the problem. How many people did they fool, thinking the 50% was taken off their order when in reality it wasn't? The only way I could get the 50% off my order was to have it refunded to me a week later? That's a joke. And to not fix this issues during the entire sale is fraudulent.Desired Settlement: I would like an apology for the hassle and headache has caused me. I would also like to be able to actually purchase the items I wanted to according to the sale that they advertized.

Business

Response:

We were disappointed to learn of your recent experienceonline. After research, weverified that at the time we were experiencing technical difficulties. Our engineerscorrected the issue as soon as they were able. Other customers affected by thehiccup contacted our call center and we manually adjusted the price to reflectthe sale.AEOwould like to apologize for any inconvenience this matter may have caused. Shouldyou ever experience any sort of setback, please feel free to contact ourcustomer service team at ###-###-#### (24 hours a day, 7 days a week) and arepresentative will be happy to assist you. Note: we have issued a $25.00 gift card to the address associated withthis grievance with our apologies.

Consumer

Response:

B

While I appreciate the apology, I've received the same computer automated apology about 12 times already, word for word. Also, while the $25 gift card is nice, I would have saved more than that with the items that I wanted to purchased had I been able to purchase them at the advertised price.

Business

Response:

We have noted order number [redacted] and you shall receive 50%off clearance items and complimentary 2nd day shipping on a futureorder. Please contact our customer service team at 1.888.232.4535 (24 hours aday, 7 days a week) when you are ready and a representative will be happy to assistyou place the order with the appropriate discount.

Review: I placed an order #[redacted] on ae.com on 11/26/2014 and the company still didn't processed the order. At first I received an e-mail asking for some documents, which I answered right away with a photo of my passport and credit card bill. Then I received another e-mail saying that they didn't get the attachments. So I replied again. And no answers since then. My sister in law always buys online and offered to help me. She sent an e-mail saying that to make it easier they could finish the order on her name and credit card. If she should do just send directions. But still nothing. The order was already charged on my credit card and I already paid for it. And when I check my order online the status is still the same: not shipped yet.I am from Brazil and my wife is in Miami right now, but she is coming back on December 7. I want my order delivered by then or she won't be able to receive it and bring it with her to Brazil. I NEED AN ANSWER ASAPDesired Settlement: I want my order delivered. That is all!

Business

Response:

American Eagle Outfitters would like to apologize inadvance for the delay affecting this order. Allorders are subject to a verification process. Thisis a process used for all customers whose financial institutions have policesand/or laws in place that prevent them from releasing information forverification purposes. Per our records, not all the necessary documents werereceived in the first email to process this order. As a result, we requested thedocuments once more. Ultimately, all required documents were received and sothe order was approved. When the verification process was completed,all available items were shipped on December 5th 2014. Theverification process is meant to protect our customer’s security and preventany unauthorized activity from occurring with your card. We offer our sincereapologies for any inconvenience caused. Per the tracking information associatedwith the order both packages were delivered on 12/8/14 and 12/9/14.

Review: I purchased 2 sweaters through the AE website on 11/18/14. I received them and they were too big, so I immediately shipped them back (on my own dime) and filled out the EXCHANGE form, requesting the same 2 items, but in a smaller size. They charged my card for the same items again on 12/1/14 and sent me the replacement sweaters. I have now been charged for these items TWICE (a $51.90 value). I contacted them multiple times about the double charge and was told they always charge their customers again for the same items when processing an exchange (which is totally unethical) and that my refund was being processed. It has now been a month and a half since my original purchase and I still haven't gotten a refund.Desired Settlement: I would like my credit card to be refunded immediately.

Business

Response:

We were disappointed to learn of your poor shoppingexperienced with American Eagle Outfitters. AEO must account for allmerchandise in and out of our warehouse. For this reason, we create what’scalled “wash” when processing returns. Meaning the money is refunded to methodof payment before being deduced with the replacement item. After research, we’ve verified that therefund was processed accordingly on 11/30/14 before the exchange was processed.We apologize for the delay. AEO has re-issued the refund of $51.90. Per thenational processing center you can contact your bank with the followingreference number to confirm: [redacted] American Eagle Outfitters appreciates your patience in this matter.

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 made an online purchase back in December of two pairs of jeans that totaled $75.52. At this time they were buy one get one 50% off. When they arrived on Dec 30th, one pair did not fit so I went to the closest store in Orange, CA on January 7th to return one of the pairs and they refunded my money at 50% off, totaling around $22.00. A couple days later, I received an email saying my items have been shipped even after I had already received them. I thought it was odd but assumed it was just a simple mistake. Few more days passed by and I went to check my bank account statement as I needed to pay some bills. I noticed that I had been billed a second time for the same purchase at $75.52 which in return caused me to be unable to pay these bills on time. I reached out through email and received a response stating that there was no return showing on my account and to call if I had further questions. I called and the lady told me that they do not charge the account until the order has shipped. I tried explaining to them I had already received my order about 2 weeks prior and had two charges for $75 and one refund of $22. She put me on hold and when she came back, told me this second charge would drop off and my money would be back in my account within a couple days. I waited a few days to find my money has not been returned so I emailed again only to receive the same response that they do not charge the account until the order ships. To me It does not seem like they understand that I have been billed twice for one purchase. After explaining that I was highly upset as a former employee, a very long loyal customer and would not be purchasing from their company again unless resolved, I have yet to get a response back.Desired Settlement: I would like a refund of this double purchase back to my account. I do not want store credit as I will not be purchasing from this company again.

Business

Response:

We sincerely apologize for any issue with your order. When you place an order, AEO will pre-authorize your credit card to ensure the funds are available. With some banking institutions, it may look as your account has been charged and your funds are unavailable. We have verified with our bank processor, that you were charged once for this order Jan. 12, 2016. There is no recorded double charge. We hope this information helps to resolve any confusion. Thank you for contacting American Eagle Outfitters.

Review: On January 3rd 2016 I placed an order for two pairs of boots (one in black and one in chestnut) that were on American eagles website that had an additional 60% off their already clearanced items.

The order totalled $17.02 and it said I would receive them no later than January 13th. They of course took the money out of my bank immediately.

On January 6th I decided to track my order through the site because I hadn't heard anything about the items being shipped. It told me that the order had been cancelled. I was shocked because I didn't get any type of notification.

I then used their online chat feature and spoke to a rude representative named Paton or Paxton who said they ran out of stock on the black ones and the chestnut were on backorder. And he didn't know when or if I would receive them. He gave me the phone number to customer service I believe 3 or 4 times and wasn't being helpful at all.

I called customer service and the girl told me those shoes should have never been that cheap and it "must have been a glitch" when I asked why I wasn't notified she said she didn't know.

This is completely unacceptable and I'm sick of companies getting away with false advertising, not refunding money (I had to have my bank mark it as a fraudulent charge), having disrespectful customer service representatives and no consequences for it all.Desired Settlement: I want two pairs of boots for $8 a piece with free shipping as I was supposed to get. And I hope that you look into your customer service representatives.

Business

Response:

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, American Eagle previously sent an email with a 25% coupon that expired January 11th. If you did not receive that, we would be glad to honor it toward your next order, as well as free second day shipping; we have noted order [redacted], with this information. Please call ###-###-#### (24 hours a day, 7 days a week) and an agent will be glad to assist you in placing an order. We are very sorry for any disappointment and inconvenience that this may have caused.

Review: I placed an online order on October 19, 2015. Order #51638650. I received a confirmation of this order on 10/19/15. I paid with a gift card. After a couple of weeks, nothing came. I emailed customer service, and did not receive any reply. I called and spoke with a representative Nick. He told me told that there was an IT glitch and it could not be processed. He agreed to cancel this order. I explained that I paid with a gift card, and threw it out due to using all the money on it for this order. He stated he would email me a gift certificate. On 11/12/15 I emailed customer service again. The certificate was supposed to be emailed to me by 11/10/15, according to Nick. I asked for someone to call me to fix this. I got an email back saying that couldn’t send it electronically, it would have to be mailed. They asked for my address, which I provided back on 11/13/15. On 11/20/15 I emailed asking for the tracking information for the card, since I had not received it. On 11/20/15 I received an email back saying my request was forwarded to someone who could help. On 11/23/15 I called, and someone told me it would be sent in the mail that week, and that I would get an email confirmation with tracking info. In 1-2 days. By 11/27/15, I had not received anything, so I emailed again with no help. I just sent an email again on 12/11/15. I received an email back on 12/14/15 asking for my address. I sent it, but have no confidence anything is being done.Desired Settlement: 2 options-Send me a gift certificate, and it shoudl be more than the original $25 due to the amount of time that has been put into this or a $25 check.

Business

Response:

We sincerely apologize for the issues that have occurred with your order and that you have not received your gift card. We have mailed a $25 gift card to you, please allow one to two weeks for delivery. If you do not receive it, please call us at corporate ###-###-####, with transaction number 47240 and we will have that sent to you again. We hope this helps to resolve the issue and that you receive your gift card as soon as possible. Thank you for contacting American Eagle Outfitters.

Review: I placed an order (Order # [redacted]) on August 23, 2015 on the Aerie.com website. I pay for a service called [redacted] which costs me money, and they in turn provide free 2 day shipping with businesses they work with. When I placed this order, I was supposed to receive said 2 day shipping. When I got my order confirmation from [redacted] I assumed everything was fine. I then received my order confirmation from Aerie and it stated I had standard shipping. I called and complained as well as used the chat function. They told me there was nothing they could do. The order had already been placed and it could not be changed.

I then, stupidly, placed another order. This one was on September 3, 2015. Order number [redacted]. The exact same thing happened. When I called to complain that it was also showing standard shipping I was told they had no record of the order and that I would have to place yet another order.

The order they did as a replacement they did over the phone so I was not able to put in my [redacted] account information. The girl just input free 2 day shipping because of the mishap of the other order disappearing. The order number for this order was [redacted], she also had to then place yet another order because she apparently couldn't look up the items by item number so she misordered one of my items. They had to make another separate order for that item. That lone item was order number [redacted]. Now these items, arrived 2 days later than they were supposed to. I contacted UPS. They told me they couldn't do anything, that Aerie would have to contact them for a refund. I contacted Aerie, they said since I didn't pay for the shipping on the last 2 orders they couldn't do the refund. The issue is that my first 2 orders were not shipped correctly, they were supposed to be 2 day shipping and were not. The "free shipping" that the girl input on the last order was for compensation on the previous 2 being sent to me standard instead of 2 day like I ordered.Desired Settlement: I want a refund in the amount of the cost of 2 day shipping of $15 for order number [redacted], a refund also in the amount of the cost of 2 day shipping $15 for order number [redacted]. REFUND TOTAL OF $30 to the card which I paid with or in the form of a gift card. I would also like Aerie to actually acknowledge the issue with the Aerie.com website not recognizing [redacted]'s 2 day shipping that they use and allow on their website which would have prevented this issue in the first place. They also need to allow UPS to refund me the cost of 2 day shipping for the other 2 orders which were delivered late, by fault of UPS. UPS wants Aerie to tell them how much to refund, which would be also in the total of another $30 for the orders: [redacted] and [redacted].

Business

Response:

We apologize for any inconvenience you may have experienced while trying to place an order on aerie.com. After extensive research regarding orders: [redacted], [redacted], and [redacted], we have verified that a $12.00 refund was issued for order [redacted] in which the [redacted] service was not applied. Please note that the refund was applied to the original method of payment, and refunds may take up to 2 billing cycles to be reflected on your billing statement. Additionally, for order [redacted], free 2-day shipping and a discount of 20% was applied, and the [redacted] service was applied to order [redacted]. Unfortunately, we are unable to refund shipping for order [redacted] as you have already received free shipping for that order as well.We hope this information is helpful and we appreciate your time regarding this matter.

Review: I have attempted 3 times to resolve a delivery issue with American Eagle and they are non responsive. They have billed me for products that have not arrived to my home. I contacted them on 1/27 to resolve the issue but they told me because it was shipped already they could not do anything. The products had not yet delivered and they told me nothing could be done. I twice asked for a supervisor and was transferred to the wrong department and had my call drop on the second attempt. I reached out to UPS on the 1/28 and they said they could not do anything because it had now been transferred to a 3rd party for delivery but could have stopped it the day before.

My complaint is that no one attempted to help me and that the one customer service agent I spoke with said this was a known issue with cookies that can cause this issue. I had updated my address with the companies website 2 weeks before with another order. I also reviewed my order to ensure the addresses were also correct.

I have been a customer with American Eagle Outfitters for over five years and cannot believe they do not treat their customers fairly or try to help mitigate issues such as mine.Desired Settlement: I would love to get the merchandise I have paid for delivered to me(properly).

Business

Response:

We have successfully addressed this complaint with thecustomer; both parties are satisfied with the solution.

Review: My wife and I went shopping at our American eagle outfitters on November 27th we spent 91 dollars. After getting home and checking our email, we saw there was a special spend $50 or more at the store and get a free blanket which we did not get. We went back to the store the next day with the recipt and told the cashier that we never got the blanket. She told us they ran out that morning, we then showed her that we bought the stuff the night before, she then said that we weren't going to get a blanket. I believe they said and done this because they thought we were not Americans.Desired Settlement: We want something of similar value as replacement and an appoligy

Business

Response:

American Eagle Outfitters would like to apologize for thedisappointing experience Mr. [redacted] and his wife had at one of our stores. Thefree gift with purchase was a "while supplies last" offer unfortunately,the quantities became exhausted pretty quickly in-store and online. AEOunderstands 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.

Review: I have bought 15 bras since augugst and still have not recieved my 5 free bra coupons. they advertise with rewards that every 5 bras you buy you get one free. I have tried several times in the store and on the phone to get my bra coupons and they just keep giving me a run around and in the end im still fighting for what I deserve and spent money to get. they have told me that they can see that I have not redeemed any of my bras and that they can email the coupons but the refse to do it for me. and im getting tired of this treatment. I want my 5 fee brasDesired Settlement: I want the 5 free bra coupons that I have earned and deserve .

Business

Response:

After some research this customer should have received 3 certificates at the end of the third quarter, but due to a system error the mail out dates were pushed back. We have mailed 3 physical free bra certificates to the customer’s mailing address on file with her account. The system error has been resolved. In this case the customer will be receiving double the amount of rewards that they actually earned due to the error. Please allow 1-2 weeks to receive the replacement rewards.

We apologize for this error, per American Eagle Outfitters this issue is closed and resolved.

Review: I place two online order from AEO on 17/08/2014 ([redacted], and [redacted]).A $50.00 for US Global was added to the shipment ([redacted]) after I place an order. When I try took to supervisor - person on the phone was not nice, and hang up on me. In my second order ([redacted]) two item was canceled (AEO Tipped Polo [redacted](XL),and AEO Stripped Button Down Shirt [redacted]) after I placed order, I received message two days later.Desired Settlement: $50.00 refund, and replacement for two canceled items.

Business

Response:

We were sorry to read about your recent shopping experience with AEO. After speaking with our customer service agent, and she’s verified that while explaining that unfortunately, at this time our system does not permit us to alter/change an order once it’s been placed. The customer requested to speak with a supervisor, the customer was placed on hold and while waiting to be transferred the customer then disconnected.

In regards to order [redacted], unfortunately two items from your order were no longer available. They greatly exceeded our expectations and sold out before we could accommodate the purchase. As a result, the items were canceled from your order. After examination, we can confirm that all American Eagle Outfitters procedures were completed accordingly during this transaction. Consequently, we are unable to issue a reimbursement at this time.

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

Review: I went to the ae.com website and ordered 3 shirts, order #[redacted] at 8am 10/19/2015. I discovered a few hours later that one of the shirts AEO Heritage Button Down Flannel Style 2151-9018 in the color RED was not the color I wanted, and it must have been chosen by mistake. I wanted the one in GREEN. I called customer service and they were VERY VERY negative. I talked to at least 4 associates in about 1/2 hour, and I asked each one of them to make a change to the correct color, and they said "CANNOT DO THAT" and I asked them to cancel my order and they said "CANNOT DO THAT" American Eagle has charged my card for the total amount and has NOT shipped the items. I just want the correct color GREEN and I will be a HAPPY customer. If American Eagle cannot make this right I will return everything and never buy anything from them again. VERY POOR CUSTOMER service.Desired Settlement: Just go change the color and ship me the GREEN colored flannel and I will be happy. VERY VERY simple!!!!

Business

Response:

We were sorry to read about the issues affecting your order. At AEO we offer our customers a 1 hour window after

placing their order to cancel, if necessary, as we are unable to make changes once an order is placed. Our warehouses are completely automated and after that one hour

window, we unfortunately, no longer have the ability to stop the order from processing.

We have verified that unfortunately, you contacted us after that 1-hour window;

as a result our agents were unable to edit the order accordingly. Our records indicate

we have issued a complimentary return label to return or exchange the unwanted

item. Once the item is received at our warehouse a refund will be generated. Please note that you may also, visit

your local AEO store for a return or exchange.

Review: Attempting to order and American Eagle E-gift card. Due to issues with their website, took 30 minutes online to place an order with paypal. My paypal account was charged. Having not received a confirmation email from AE within 24 hours, even though Paypal did collect the funds for AE, I called customer service at AE to inquire about my order. They said that the order had not been placed, even though the money had been collected. The AE rep said that it would take 2-3 days to have my paypal account credited for the amount charged. The AE rep asked if they could place the order for the AE E-gift card for me. As this was a gift, I did attempt to purchase another E-gift card from AE with my debit card on the phone with the AE rep. The rep said that I should immediately receive a confirmation email from AE. I did not. The rep then said within five minutes. I did not. The rep then said the longest the confirmation email would take would be 20 minutes and then asked me if I wanted to hold the line for 20 minutes until it came. I declined. After 30 minutes had passed, still no confirmation from AE and my bank notified me that the money was deducted from my account for the second E-gift card, I went to AE.com for a live chat session with another customer service rep. They initially could not find any orders that I had placed at all. After 10 more minutes on the live web chat they did locate my second card order. Still no confirmation email. After another 10 minutes on live chat, the customer service rep that was engaged in chat with me sent a confirmation email about my order. I was then notified that the gift card may take up to 24 hours from that confirmation email to arrive in the inbox of the gift recipient. As of this time, the card has not been received and the initial monies for the first order have not been refunded and I have invested a total of 1 hour and thirty minutes trying to do business with American Eagle. They have my money and I have nothing but lost time.Desired Settlement: The AE customer service reps are coolly polite, but overall, ineffective. I desire either the product I ordered in a timely fashion or a refund in a timely fashion.

Business

Response:

We were disappointed to learn of your recent shopping experience with American Eagle Outfitters. Unfortunately, after research we’veverified there was an error with submitting your first PayPal order. At your convenience, please reply with the following information so we may locate/removeany pending authorization hold on your PAYPAL account and resolve the issue as quickly as possible:· ThePayPal Invoice and/or Transaction ID (for the first order)· Emailaddress registered to your PayPal account· Transaction date and amount Per our records the replacement order [redacted] was processedaccurately and the gift card has been redeemed. The replacement gift card was redeemedon 4/4/15 at our Avenue At Murfreesbo location. Please accept our apologies for the mishap which affected your order.

Review: My daughter wears only American Eagle jeans, she also happens to be tall. We went to your store in Shawnee Oklahoma and purchased some jeans, one pair had to be ordered.Order Number: [redacted]#. When we received the jeans they had a huge rip in the knee. I returned them as the direction stated and asked for an exchange. I was forced to pay for shipping and never received a new pair of pants. They sent me a check for the pants. I did not want a check I wanted a new pair of pants. I stated this several times to the customer service rep. I also stated I would like a refund for the shipping. I should not have to pay $6.35 to return a defective product. I live in the country and it is a 45 minute drive to any of your stores that is why I wanted them to exchange the jeans. Now I will have to drive to town to try and have them order me another pair. That cost me time and gas money. This may the last time I buy an American Eagle Product.Desired Settlement: I would like another pair of jeans sent to me with no shipping charge and I would like a refund for the shipping on the pair I had to return.

Business

Response:

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

Review: I placed an order online with American Eagle on December 2nd at 1:57am EST for a large Xmas order. I received an order confirmation from Paypal (how I paid) and American Eagle, minutes after I placed the order. During the same day my order on my account became "backordered." I contacted customer service and they said there was a large rush for the holidays and it would ship in time for Christmas. I logged on today and my order status is now "canceled." I received no warning, notification or cause for this. Customer service would not explain why. I simply want my items which were gifts for Christmas.Desired Settlement: I would like all my items shipped to me immediately. My order number was #J2221190 and I just want my items. On Monday when the order was placed American Eagle was running deals for Cyber Monday, and now I cannot get the same prices and the items are no longer in stock. So I cannot simply just reorder the items.

Business

Response:

After researching the matter regarding order number [redacted] we have discovered the customer was using more than one percentage off promotion. The promotional code that was supposed to have been used on this order was a 40% off discount, yet the customer managed to combine two 40% off discounts to reduce the price of each item by 80%. For example the first item in this order was originally $39.95. With a 40% off promotion the item should have been $23.97, however the customer would have only paid $11.99. Due to incorrect discount pricing on the order, the order was cancelled. We will not be able to honor the incorrect prices on a replacement order. We can however honor the 40% Off Thanksgiving discount- excludes undies, 3rd party, giftcards.

Per American Eagle Outfitters this matter is resolved and closed.

AEO Stockton Location:

Horrible, horrible customer service in store. Manager was completely rude. Would not allow me to browse for a particular size in shorts, lest I wreck her perfect stacking job of clothing. Mind you, I wasn't turning cloths upside down or anything. Proceeded to rip a pair of shorts selected from my hands, as if not to sell me these. So how exactly would I find my size without touching the clothing to find the tag? Don't know, she didn't care. She just wanted us out of the store, so it seemed. Never ever go there. Worst retail experience, even when I ended up spending 80.00. If my kid didn't like the shorts so much, I would never have bought them.