American Eagle Outfitters, Inc.

Review: Placed an order, they sent confirmation for this order. Then I received a cancellation saying I wont be charged but the money is already gone out of my account.

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 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. When you place an order, there will be an authorization hold placed on your account for the full amount, this is not a charge. Since your items were unfortunately canceled, that initial hold should fall off within 3-7 business days. We sincerely apologize for any confusion and hope this response aids in resolving the issue. Thank you for contacting American Eagle Outfitters.

Review: An online order was placed on 12/2 and I received a confirmation e-mail with the order number and my credit card was charged. I waited two weeks and still had not received my order so I contacted the customer service line. During the call I was informed that the item I ordered was on backorder, therefore the order itself was cancelled. I did not receive any notification that the item was cancelled. When I told this to the customer service representative supervisor I was informed that there was some problem with the warehouse that American Eagle uses and the orders and that American Eagle was aware. They just decided not to do anything to fix the problem. I was not offered a discount on another order, instead told that I should call every day to see if the item that I originally ordered was in and then I could order it again for the discounted price. I informed the customer service representative that this was a gift and I needed it before Christmas. They would not offer me a discount on another item. I was told that I should understand that mistakes happen and, "get over it."Desired Settlement: I would like to be offered at least the same discount that I received when I placed my original order.

Business

Response:

After research we discovered that this order was canceled, because the item was temporarily unavailable for distribution. When customers place an order, AEO will pre-authorize their credit card to ensure that the funds are available. If the customer is using MasterCard or Visa as a method of payment, the pre-authorization may appear as if they have been charged. With some institutions' cards, the funds become unavailable, but the account is not debited until the order ships. If the order is canceled for any reason, the time it takes for the hold to release depends on the issuer of the card. In this case the order was canceled due to availability, and the customer was never charged for the item. We would like to apologize for any inconvenience and would be happy to offer the 50% off discount on any one item in a future order and free 2nd day shipping.

Review: The price on the website appeared different in the shopping bag a checkout - they hiked up the price. On-line shopping order number [redacted] Order date 10/10/2013 Contacted them 10/10/2013 (spoke to a very rude boy who gave me their wrong email address and hung up on me). I was overcharged by 35.90 PLUS TAX Mastercard I've told AE DO NOT SHIP until this is straightened out!! Contacted my credit card and told them to remove these charges.Desired Settlement: I want to pay what was shown - not more!! The sale was an additional 40% off. I found items and it showed the price - I add them to the cart and the price jumps up by more than 75% - who does business like this??? I have copies of all of the screens of what I was purchasing along with the date and time stampled at the bottom of each page!!! THIS IS SO POOR!!! WHERE DO I ATTACH MY DOCUMENTS?????

Business

Response:

Per our records, order number [redacted] placed by [redacted] on October 10th was never over charged by American Eagle Outfitters. The original order had a total of 8 items; later 2 of these items were removed from the order (none of the removed items were ever charged to her account) leaving a new total of 6 items remaining. All six items received the 40% percent off promotion. We apologize for the misunderstanding, please note that the customer was never overcharged. Therefore, please consider this issue is closed and resolved.

Please view the price list below:

1. Item: 0162-2097 Original Price: $15.95 Price Paid: $9.57

2. Item: 2530-7614 Original Price: $26.21 Price Paid: $15.73

3. Item: 0162-3435 Original Price: $15.95 Price Paid: $9.57

4. Item: 1308-7492 Original Price: $29.95 Price Paid: $17.97

5. Item: 1332-3348 Original Price: $39.95 Price Paid: $23.97

6. Item: 1332-3348 Original Price: $39.95 Price Paid: $23.97

Consumer

Response:

I've provided American Eagle (and you) with the attachments 10 times - this is CRAZY!! Once the order was placed, I noticed the prices didn't match - I went back to the website and printed out all of the pages of what I ordered (THEY DO NOT MATCH) - the time of the screen prints and the time of the order are at the bottom of each page!! Each item also had an additional 40% off from the shown price. Please see attachments AGAIN!!!

I have reviewed the response made by the business in reference to complaint ID 9760535, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

Susanne Soucy

Business

Response:

Thank you for the images you’ve attached. The images have shown the price differences; please accept our apology for the inconvenience. We have issued a refund, on the amount of $35.90 to the MasterCard used as method of payment for order [redacted]. Please allow 5-7 business days for the credit to reflect on your credit card statement.

Thank you for your time.

American Eagle Outfitters considers this matter resolved and closed.

Review: I have placed an order today (about 1pm Nov 13, 2015). I found that I input the wrong billing and shipping information after I placed the order (about 5 min after I placed the order). And I called American Eagle Customer Service right away but they refused to cancel my order because my order was already processed and they told me that they cannot do anything at that point. And they asked me call back later once I have the tracking number so they can call UPS to make the change for me. At 7 pm I got the shipping tracking number for my partial order(two items). I have another two items are being processed. I called back the customer service and asked them to contact UPS to make the change for me. The customer service people told me that they cannot change at this point or stop the package and resend it. They suggest the best I can do is to closely monitor that tracking number and MYSELF goes to that wrong address to stop that package. Otherwise they cannot guarantee that I can still get my package. THIS IS NOT ACCEPTABLE SOLUTION TO ME. I am asking if I can get some help here to get my items.Desired Settlement: I don't want refund. I would prefer that they can redirect that package to my correct address.

Business

Response:

We apologize for the inconvenience, unfortunately we are unable to change, or cancel orders placed with expedited shipping. Your order was noted, so that your items would be shipped back to you, however UPS tracking states that you have scheduled a pickup at a UPS facility. You should have no issues receiving your package. We hope this response is acceptable. Please let us know whether you have further questions.

Review: I placed an order with american eagle and three days after I get my email order confirmation they email me again saying the item was sold out after I already paid for it then, they refunded the money back to my creditcard. Ok no big deal I wanted them but.I will live. Then I get the rest of my order in the mail and as soon as I open my husbands shoes I notice.the sole is split away from the seam and I emailed them that day and still ten days later no reply. Then today im wearing my shoes I ordered (second time iv worn them) I look down and the outside stitching is busted.and I can see my socks. After that I call the 1800 number for the store. The first person I talked to said they would price match so I could get a similar product because they were all sold out of mine and my husbands shoes but he tells me I have to rebuy everything first send the broken stuff in and they will refund me in a few weeks. I asked to speak to a manager because I dont think I should have to spend more of.my money.to get refunded for stuff I already paid for. I wait on hold 20 min for them to tell me they will put.me.on a call back list. 5 hours later I get a call from jason employee id # [redacted]. He then tells me they wont price match but will refund me money after they get my stuff and I can buy something else. First of all I bought all this stuff during their take an.extra 60% off clearense sale. so basically I can buy stuff I dont want as.much as the things I already paid for and it will cost me more. I dont understand why I should suffer or pay more because they sent me item that I received broken and ine that broke apon two wears. Also if they would have gotten back with me 10 days ago when I emailed them about the problem with my husbands shoes they would have still been in stock.Desired Settlement: I would like my broken items replaced with similar items at the same price as the ones I ordered to begin with since the items I ordered were sold out

Business

Response:

We apologize for the issues that occurred with your orders. After reviewing your orders, a refund has been issue for items reported defective; style 2509-6478 from order [redacted] and style 1414-3437 on order 55401361. Please allow 3-7 business days to see those refunds of $14 and $12 reflected in your account. Unfortunately, the women's moccasin is completely out of stock and there are no similar ones available to price match. The men's moccasin is out of stock, however there are some available in size 14 Tan; if these are still available when you would like to reorder, we will be glad to price match those, as well as provide free second day shipping for the order. We hope this answer aids in resolving your issue, and sincerely apologize for the inconvenience.

Review: After receiving an American Eagle Outfitters gift card in Canadian Funds, I was surprised to see on the back that all gift cards will be converted to United States funds for online purchases. The card, which was sold in Canada and bought with Canadian funds, can't be used online without paying a significant duty fee. Not living within a sensible driving distance (more than 170 kilometres/106 miles round trip) of a store, the shipping is really the only option. The problem is that, when ordering through American Eagle's online store, the company not only charge the price in US dollars, it also charges duty, essentially forcing me to not be able to use the online store and drive to the nearest location.

The card does clearly state that it will be used for US funds, but it does not state it has to be used on the company's US site (which I understand is the same as the Canadian, just without a price adjustment) or incur a duty fee.

(All prices that follow are in Canadian dollars).

I was seeking to order two pairs of AEO ORIGINAL BOOT PANTs (40x32). The items were originally $49.90 each, marked down to $43.70 and then further discounted for order two to $65.57. With current promotions, the price is $65.56 CDN and qualifies for free shipping. With 13 per cent harmonized sales tax ($8.52), that should be $74.08 cents (just shy of the $75, the value of the gift card).

However, the site is charging me $65.56 for the product and $11.14 for duty (a subtotal of $76.70 CDN) with $9.97 tax for a total of $86.67 Canadian.

While the $12.59 difference isn't a huge problem, it is forcing customers who have been given a gift card in Canadian funds, purchased from Canada, to pay duty, thus eliminating some of the value of the card (or requiring someone to spend more money to use the card) if they are unfortunate enough to live a distance from an American Eagle store.

This is flat-out a money-grab in my opinion. Forcing me to pay duty means they are giving less product for the $75 they have already collected versus if I were to purchase it in store.

If this were a shipping fee, I would understand, however the site is currently offering free shipping.Desired Settlement: I wish for the purchase to be offered at the honoured price without the duty. American Eagle Outfitters, despite the name, has Canadian stores and thus a Canadian presence so I believe I am within reason when I say I expect an order placed in Canada to be fulfilled in Canada or to be charged as if it were. If the prices on the site match those in store (which it does, as several items are listed as in store while others are online only), why I am paying more to use the site?

Business

Response:

We were disappointed to learn of your recent online shopping experience with AEO. Online placed orders are fulfilled from ourdistribution centers based in the U.S; as a result any packages shipped to Canada must play duties and taxes. AEO is unable to override any customs feesthat your country may charge. All taxes, duties and customs fees are the responsibility of the customer. The tax and duty amount is presented during delivery, not during checkout. We apologize for the misunderstanding, your local post office or carrier can provide information on the methods of paymentaccepted for the duties, taxes, and other fees collected upon delivery. Unfortunately, we are unable to honor anyonline order to be processed without the duty and taxes associated with it. Again, please feel free to contact your local post office or carrier for additional details.

Consumer

Response:

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

Review: I have written AE some three times, and all I receive is a copy and paste reply of rote apology, which is extremely unprofessional and insulting. 1. I ordered an item online (order #[redacted]) and I never did realize they even sent the item, until I was contacted by my surprised contact. AE claims to have tracking, but this is not true. 2. I ordered this item from overseas but had to call AE to order, because it seems that one cannot order items from overseas. And the (arrogant) woman who took my order told me just to call to order next time. Do you know how much a call costs from overseas?3. While I paid no shipping for this item, AE should be responsible for letting me (the customer) know when the item is shipped. And if you claim to have tracking, then TRACK. Otherwise, it was fortunate that my contacts were home. 4. How do I know that AE actually addressed this problem/issue, through copy and pasted e-mails?Desired Settlement: I would like a refund, in order to (1) truly know my complaint has been dealt with appropriately;(2) to cover the cost of my phone call, which included being put on hold for quite a while; (3) as compensation for the rudeness of their CS and my energy.

Business

Response:

We were saddened to learn of your recent experience with American Eagle Outfitters. After research we’ve verified that on November 23rd 2014 a 20% reimbursement was issued to the original method of payment used for order [redacted] with our apologies for the poor experience.The notes on your order reflect that we also offered a 30% off & complimentary second day shipping on a future order. With this being said, we feel we’ve genuinely attempted to make up for your experience. As a result, regrettably we are unable to issue any further compensation at this time.

Consumer

Response:

Review: American Eagle Outfitters has an advertisement if 5 bras are purchased at any store or online, the 6th will be free, receiving a coupon in the mail. Over the course of about 6 months I had earned at least 3 of these rewards, and received nothing from the company. I reached out to customer service several times, being informed that all 3 of my free bra coupons would be mailed, and received within 3-5 weeks. over the course of 3 months I reached out 3 times, being told the same thing. Nothing has ever been mailed. I was told the very last time that my "bra counter" would reset at the first of the year. Of course the company never mailed anything, and now I reached out again to customer service, and was told that they would "look into this request." No response received. I consider this false advertising.Desired Settlement: I am only looking for the 3 free coupons that I have earned. I cannot understand why the company is refusing to send out coupons that they are advertising.

Business

Response:

After further research, we’ve determined that the missing certificates were caused by erroneous information on [redacted]’s profile. The customer’s zip code was listed as 54229.99 vs. 54229, causing a system error which prevented the earned reward from being mailed out.

For this reason, it is extremely important for customers to maintain all personal information updated and accurate. AEO has mailed three replacement free bra certificates to the mailing address associated with this complaint; please allow 3-5 business for certificates to reach your home.

Per American Eagle Outfitters this issued is closed and resolved.

Review: Offered a sale that was ordered them the company cancelled. I believe this is a scam to get billing information. Customer service was extremely rude.Desired Settlement: Desired outcome is that they would honor the original order but if not maybe offer comparable discount on another item. I would also ask that employees be coached on how to assist customers

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 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.

Consumer

Response:

I believe the discount which was offered in replace doesn't even come close to the value lost in the supposed sale

Regards,

Review: Ordered a hoodie online at 11:00 p.m. Accidentally hit order button twice. Called to cancel one of the orders. Told that their one-hour order policy would not allow to cancel portion of the order. Email received said order was placed at 9:45 p.m. Called customer service and was told that they had no access to adjust order but second item could be returned to nearest store, but order will overdraft my checking account.Desired Settlement: Cover any cost for overdraft that might apply and refund versus some store credit.

Business

Response:

We apologize for the inconvenience, unfortunately this is something that is the customer's responsibility. We are unable to refund the item until it is returned either to our warehouse or a local store. As long, as the invoice is brought into the store with the item, you will receive a credit directly to the card used on your order. We may issue a refund for your overdraft fee after the item is returned.

Review: The location advertises opening at 10:00a on 11/24/14. At 10:02a three employees depart the store and lock the doors behind them. I asked what time they opened they said 10a but will be back in approximately 15 minutes. At 10:32a they arrived and opened the store. I contacted corporate to file a complaint at 10:20a and upon asking the agent's name twice he terminated the call. This is unacceptable as people have business to tend to and can't wait on a store that advertises a specific time inside a mall to allow the only three employees that morning to depart at the same time and leave customers waiting outside.Desired Settlement: Open as advertised.

Business

Response:

We were disappointed and surprised to learn of your experience atone of our stores. This is not the type of service we expect from ourassociates. At your convenience, please reply with the name of the Mall youvisited and the state in which it is located. The additional details will allowus to forward your comments to the district manager to address appropriatelyand ensure your next experience is a superior one. Thank you for contacting us with this valuable feedback.

Review: Hello!I placed the order [redacted] on ae.com August 14. My order was not delivered due to fault of ae.com. My package was sent to the Nicaragua instead of the Russia and as a result returned back to the seller (track [redacted]).To my credit card was done a full refund for purchase in the amount of 5616.06 RUR and I got a promise from AE Customer Service that to my credit card will be done a refund for international shipping in the amount of $61, but to my credit card was returned only 61 RUR, that approximately equivalent of $1.5.All my last contacts to the AE Customer Service on this problem remained unanswered.Desired Settlement: I would like to also receive the remaining amount for the payment of international shipping in the amount equivalent to $ 59.5 in Russian Rubles to my credit card.

Business

Response:

We were disappointed to learn of the delays affecting your

refund. After further research, we’ve verified that the reimbursement

associated with order [redacted] was issued in

two different transactions. Per our records, the first refund (for the missing merchandise)

was issued on September 12th 2014 and settled with the credit card

provider on 9/19/14. The second compensation (for the shipping costs) was issued

on 9/18/14 and settled on 9/26/14. We recommend Mr. [redacted] reach out to his

credit card provider directly for additional details, if the repayments are not

visible on his credit card statement.

AEO handled the grievance accordingly and in a timely manner. Should Mr. [redacted]

have addtitional questions, he can contact our corporate office at

###-###-#### (M-F, 8am - 5pm EST) and we will be happy to assist him further.

Consumer

Response:

When the business has sent the Revdex.com a message regarding this complaint, it is not quite understand the essence of the problem. It consisted that the second compensation (for the shipping costs), which was issued on 9/18/14 and settled on 9/26/14, was supposed to be for an amount equivalent of $61 instead in the amount of 61 Russian Rubles. But I received a message from AEO that to my credit card was transferred the remaining amount for the shipping costs. So I think the problem solved.

Thanks for your help at solving my problem.

Regards,

Review: I ordered 2-day shipping for a nearly $200 order and standard shipping was used. ORDER: [redacted] Date Placed: November 28, 2013 ORDER TOTAL: $193.32 As stated above, 2 day shipping was selected and American Eagle decided to ship standard. At that time, 2 day shipping was free for orders in excess or for customers who were using shoprunner. According to my shoprunner account, the order was initiated, but they went ahead and used standard shipping anyway (UPS->USPS), which took a week instead of 2 days. My shop runner account even allows me to generate a return label, this is proof that the order for 2 day shipping did go through, but they did not follow through themselves. Upon contacting 2 representatives through email, they stated that orders are moved too quickly and cannot be changed. They sure changed my 2-day to ground pretty quick! Then, they stated that I should deny the package if I am not happy. I want the items, but wanted them faster, not to deny them!Desired Settlement: I would like compensation for time wasted. I order from American Eagle all the time and spend hundreds. Also, for the site to fix ShopRunner shipping when checking out via PayPal.

Business

Response:

The Paypal/ShopRunner stripping error is a known problem and our staff is actively working to create a timely solution. AEO sincerely apologizes for the inconvenience experienced; we assure you that this experience with us was not our standard level of service. We value you as our customer, and we hope you will continue to consider shopping with American Eagle Outfitters. We have issued a $50.00 gift card to the mailing address associated with the complaint, for the time spent in this matter.

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

Review: I placed 2 orders on 11/28/13 for a total of 9 items that came out to $166.13.On 12/2/13, I ordered the same 9 items for $91.57. I had called and requested that rather than being the 3rd order if I could just be refunded the $74.56 difference.The several customer service reps that I had spoken to over the phone were very rude, sarcastic, & naive to my request. I was told to just place the order. I was also told once my order was placed, it would not and could not be canceled even if it was a mistake on their end.Upon placing my order I had chosen free 2 day shipping however the site switched it to Standard Shipping. For this mistake, I was offered a $15 refund for the inconvenience. On 12/4/13 my order was canceled and I was told that I would have to replace my order with a lesser discount. I was told by several representatives that my order wouldn't be canceled and yet it was.Several other customer orders were honored, however mine wasn't. I requested to be compensated for the unreasonable & irresponsible behavior and the inconvenience I was put through on my 2 original orders. From there I was told I could no longer be helped through Email and to call the corporate office.Desired Settlement: I've been a customer of AEO for many years. I'm requesting to be compensated for the difference of $89.56.$74.56 for the difference of cost in the items as well as the $15 refund for the shipping speed that was changed by their site and was offered to me.

Business

Response:

After researching the matter regarding order number [redacted], we have discovered the customer was using more than one percentage off discount code. The promotional code that was supposed to have been used in 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 third 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. The last email sent to this customer where we requested a telephone call versus an email reply was sent because the email trail was getting too lengthy and we could no longer communicate effectively with the customer via email and we wanted to speak to him in person. Unfortunately, we are unable to honor the incorrect pricing in this order.

Per American Eagle Outfitters this matter is resolved and closed.

Consumer

Response:

In regards of the fact the that it was 80% off is incorrect. Were it 80% off and using the example of $39.95, the item cost would be $8.99 and not $11.99. The CORRECT amount taken off was 70% off

In regards of calling the business, there was no point seeing as how no compensation for troubles were offered and there was nothing to truly discuss. Also prior upon speaking to customer agents over the phone, they were all nasty and seemed unintelligent.

I was told by several customer service agents that my order would not be canceled. I had also received an email stating my order would ship soon.

I'm still requesting the difference of the $74.56 or at-least partial for my troubles with this company as a loyal customer for the past 10 years

Review: I was overcharged by the company and have spoken with them numerous times and they refuse to correct the errorDesired Settlement: I want the amount I was over charges refunded

Business

Response:

Thank you for contacting American Eagle Outfitters. AEO has issued the $33.38CAD reimbursement to the method of

payment used for order [redacted] with our apologies for the

miscommunication. Please allow 5-7 business days to view the refund on your

online statement.

Review: I placed an order for 4 items, used combined payment methods (gift card + credit card). I was notified, after I had thrown the gift card away, the order could not be completely filled and did not receive 2 of the items. It took over a week for those funds for a refund to show back up in my account. In the meantime I called to see what I could do about getting the other 2 items fulfilled. They notified me that they had shipped a gift card (unbeknownst to me at the time, nor approved by me). They told me they could price match the 2 items I had ordered and they cancelled due to insufficient stock. I chose 2 items to replace them and they were out of stock. They noted my account and told me to call back at a later date to check. I called the next day, same story, out of stock (though their online store showed they had those jeans in my size and in stock). The customer service rep explained they had a more up-to-date system than the online site. She instructed me to call back at a later date. I waited this time 3 days to call back. I called back and the same run around. Online stock had shown the items in stock 3 days prior, out of stock 2 days prior, and back in stock the day I called. I explained this to them and asked to speak to a supervisor. They apologized and told me to call back at a later date that there was nothing else they could do. I called 2 days later, as instructed, and spoke to an agent and gave them my rundown, now for the 4th time, and explained my frustration. By this time, the refund from the previous order had finally posted to my credit card account and that was resolved. I still needed the 2 items at that price they promised. Again, the agent told me the 2 items, reflecting in stock online, out of stock. I called their bluff and asked what would happen if I went ahead and placed the order. They told me the order would be cancelled days later due to insufficient stock. I decided to go ahead and place the order. I was notified the items shipped and was charged. I called them back to discuss the price-matching details and refund amounts (6th time calling). They were planning on refunding me the incorrect amount. After a 10 minute hold time for a supervisor, once again, due to the agents lack of understanding or ability to do anything, I spoke to a VERY rude supervisor. I finally got the concern communicated across to him when he would let me speak and not interrupt me. That seemed to be straightened out. I was told I'd have to call back once I got the gift card in order for them to apply the gift card to the order (refund it to my card) and given a different phone number, as the main customer service line cannot do that only corporate.

I have never had such terrible customer service. They have no way of dealing with a simple: ship when in stock scenario. I have called 7 times (and still have to call them back 1 more time) and spent hours explaining my situation to be given the run around so many times. I feel like I was lied to about the stock of those items multiple times. I feel as though no one wanted to really help me out. No one was even willing to give ME a call instead of me having to call over and over and over. I feel like businesses like this should be required to have online stock update in realtime as their inventory does. I feel like it should not take 3 days to notify you that some of your items cannot be fulfilled. I don't think it should take another week from that point to post a refund.

I'd like to hear from someone up the chain and talk to them about my experience. I have shopped at this store for 15 years and never had this much trouble. I'd hate to end a business relationship because of some incompetence of a flawed system.Desired Settlement: As the business sees fit. I'd also like a phone call from someone higher than a call center supervisor

Business

Response:

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

Review: Dear Sir/Madam,

First of all, this is my first time filing a complaint, which makes me little anxious and scared about the outcome of it. So, American Eagle Outfitters (AE) came up with 31% discount promotion a day before Halloween. The promo code([redacted]) works perfectly fine but it can not be combined with other discount. In my case, my aerewards discount. However, in the detail section of the promotion it did not mention anything about me not being able to combine with other codes. The detail of promotion goes like this: Beginning October 30, 2015 at 6:00 am EDT through November 1, 2015 at 3:00am PDT enter discount code [redacted] to receive 31% off your AEO® or Aerie® purchase when ordering online at ae.com or aerie.com. Not valid on AEO® Clearance merchandise, Aerie® Clearance merchandise, AEO® Men's underwear, Aerie® undies and other items. Discount will apply when the code has been entered at ae.com or aerie.com shopping bag. Discount applies to merchandise costs only, not tax and shipping & handling costs. Not applicable toward previously purchased merchandise. Not valid on AEO® Clearance merchandise, Aerie® Clearance merchandise, AEO® Men's underwear, Aerie® undies, Gift Cards, and merchandise from these brands: Aerie for Yellowberry, American Crafts, Artisan De Luxe, Audiology, Baggu, Ban.Do, Bass, BC, Beauty For Real, Bed Stu, Big Mouth INC, Birkenstock, BTW, CAT Footwear, Clarks, Compagnie de Provence, Creative Recreation, Chronicle Books, DIOY, Dr. Martens, Durango, Dolce Vita, Eastland, Fjallraven, Emoji, Found My Animal, Fred & Friends, Glory/Goorin, GOLA, Heidi Swapp, Henschel, Hunter, IMM Living, Keds, Keep It Simple, Kikkerland, Knock Knock, Knot & Bow, K.Swiss, Lack of Color, Liberty, LIFE Line, Lulu DK, Matisse, Minnetonka, Mountain Ocean, Muses & Rebels, New Balance, NPW, Paddywax, Palladium, Pendleton, PF Flyers, Reebok, Seychelles, Street Level, Sun Bum, Sunnylife, Swedish Hasbeens, Tangle Teezer, Tattly, Teva, Thorogood, Timberland, Topo, Tretorn, Triple C, Volley, Wild + Wolf, Wolverine, Woolrich, and Word merchandise.Desired Settlement: I want AE to make their system able to combine promotional code with aerewards (which I earned buying AE products). I am literally pissed. I would love to see Revdex.com taking action against this false advertisement by AE.

Sincerely,

Deep

Business

Response:

American Eagle Outfitters does not allow the use of multiple promotional codes in one order, which is why you were unable to use [redacted] and you Rewards coupon together. This is stated in the Help section of ae.com, under Discount Code. "Only one coupon or discount of any type may be used at a time." You are welcome to use your AE Rewards discount toward any future purchase. We hope this clears up your questions and apologize for any confusion, or inconvenience.

Consumer

Response:

I am still not happy with the response because I can combine multiple discount codes in brands like [redacted] and [redacted], why not in ae.com? Moreover, the discount codes I was about to use was not from any internet sources, it was earned by me as a reward to the purchases I made. Also, I believe it's a fair practice to mention that "This discount code can not me used with other code" or whatever rather than to hide the information in "Help" section. As a consumer, I do not have time to do research in AEO's website, read each and every section before making some purchases. There are sites who mentions "This code can not be combined with other discount codes" in the details of the particular promotion. Do the fair business!

Review: I already submitted a complaint regarding American Eagle Outfitters and their side company, Aerie, some time ago. They refused to stop sending mail or remove me from their marketing database for these purposes, even after I repeatedly requested this via email, letters, and phone calls. This problem had continued for almost two years. I finally turned to Revdex.com for assistance and they immediately handled the complaint and I received notification from the company that my name was removed from the AEO/Aerie marketing list.Today I received advertising mail from AEO/Aerie.This is extremely frustrating as I have to revisit the problem and take time again to begin the procedure to have my privacy protected.Desired Settlement: Other (requires explanation) I would like some verification that AEO/Aerie has stopped using my name and address for their marketing purposes.

Business

Response:

We apologize in advance for any inconvenience caused as a result of our marketing campaign. Please note that we have reached out to the appropriate parties for immediate removal of all the personal information associated with this grievance from all marketing campaigns going forward.

Per American Eagle Outfitters this grievance has been resolved and closed

Review: On the evening of January 2nd I placed an order with ae.com for two cozy boots each at $8 a piece with free shipping. They charged my debit card $17.21. On Sunday January 3rd I received an email stating they had shipped part of my order, the size 6 boots and that they should arrive on Wednesday January 6th. On the night of January 5th I received another email stating that they were cancelling my order for the size 8 boots due to not having them in stock. I was upset about this so I contacted their customer service. Upon waiting for 20 minutes a representative came on the line. I explained that they had canceled my order of the size 8 boots. He went on to say they did not charge me for the boots because they were never shipped. I explained to him that they already charged ,y checking account. It has showed where they had taken the money. I tried to get him to find another boot for the same price and with free shipping. He offered me the same boot in a size 7 or 9. I clearly needed a size 8 or I wouldn't have ordered them. He then said it would take 3-5 business days before I would get my money back. I am upset because 1. I have already paid for the boots and didn't receive them. 2. Their lack of shipping time caused me not to get my size 8 boots. 3. My wait time with having to get my money back. 4. Not feeling like I am appreciated as a customer as I was not offered anything other than the boots I had ordered that wasn't in my size.Desired Settlement: I would like my size 8 boots, if that can't be arranged I would like another boot for the same price with free shipping as well.

Business

Response:

We sincerely apologize for the issues that occurred with your order. Your item greatly exceeded our expectations and sold out before we could accommodate the purchase. As a result, the item was canceled from your order. After examination, we can confirm that all American Eagle Outfitters procedures were completed accordingly during this transaction. When you place an order, there will be an authorization hold placed on your account for the full amount, this is not a charge. Since one of your items was unfortunately canceled, that initial hold should fall off within 3-7 business days and you will be charged for items shipped. The AEO Cozy Boot is no longer available, thus we are unable to offer a replacement. We would be glad to offer you 20% off any future purchase and will be mailing a coupon to the address provided. We hope this response is helpful and look forward to hearing back from you. Thank you for contacting American Eagle Outfitters.

Review: I Should have received and order from this company on November 13,2013. They delivery details states that it was delivered and lsft at the office of the apartment. I spoke with the office manager who states he didnt get any package from ups. I contact ae and they were like they are not able to do anything. I have left the USA and I have not gotten any assistance from both ups and ae. So im out od money and no productsDesired Settlement: I would like to be refunded.

Business

Response:

Thank you for reaching out to us regarding order [redacted]. Unfortunately, we have to stand by our original decision; and can no longer issue refunds for orders not received by this customer. After some research we’ve established that the customer has a history of never received claims and we’ve issued a full refund in the past for order [redacted]. I have attached a copy of our signed receipt of when the order was delivered, for your review which was signed by the customer’s apartment office manager.

Per American Eagle this issue is closed and resolved.