American Eagle Outfitters, Inc.

Review: I was a member of their rewards program, AE Rewards, account #[redacted]. Last month I called them in order to close the account, which they told me they did. Today I received an statement from AE Rewards by email, with the account number included and my name, with a summary of the activity for the account, to which there has been none. Wondering why I am receiving the email when I asked them to close the account, I called customer service to which they transferred me to corporate. They told me that rewards account number is not under my name, but that also, 9 other different accounts had been merged to that single account number. First of all, I never merged any other account, and second, the statement I received, it specifically states the account number and my name. I'm really worried what's happening with my personal information.Desired Settlement: I want American Eagle to investigate what happened with my account and to please close it like I requested them and to delete all my personal information.

Business

Response:

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

Review: I purchased a pair of boots from American Eagle Outfitters. After waiting a few days and expecting my boots to be shipped and on their way, I receive this email:

American Eagle Outfitters ™ Aerie ®

Thanks For Your Recent Order

Dear [redacted],

Unfortunately, the item(s) below sold out before we could ship them to you, but don't worry, you won't be charged.

Please contact Customer Service at 888.232.4535 or [redacted] so we can help you find something similar.

Order Number: [redacted]

Order Date: 01/02/2016

Shipping Method: Standard (3-7 business days)

Tracking: Track Your Order.

Shipping Address

US

Billing Address

US

THE FOLLOWING ITEMS WERE CANCELED:

Item Color Size Qty Price

AEO Buttoned Cozy Boot

SKU: [redacted] Chestnut 10 1 8.00

Merchandise:

Shipping:

Tax:

8.00

0.00

0.56

TOTAL: 8.56

I wasn't charged but I won't be receiving my boots either. This seems to be becoming a common business practice to oversell and then cancel the order. Are they just doing this to get my personal information? This should be considered unethical business practices. How can you sell an item you don't have?Desired Settlement: I want the boots I purchased. Size 10 Thank you

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 sincerely apologize for any confusion and hope this response aids in resolving the issue. Thank you for contacting American Eagle Outfitters.

Consumer

Response:

I have never shopped with your company before because you don't offer plus-sized options. I am a plus-sized gal and you don't accommodate my clothing size. On clearance, most of your shoes are still $100. If you give me 25% off of $100 and I was going to buy an $8 pair of boots I'm sure you can do the math. Plus now you have my information and have decided to start sending me spam mail. I just want the fuzzy cute $8 boots I ordered.

Regards,

Review: I recently placed orders using a valid AE gift card, and on all tries the order is canceled for no apparent reason. The message they sent me every time asked me to provide correct Credit card information because the one provided do not match with my credit card service. I do not understand because I am paying for the order with a valid Gift card and no Credit card info was provided on my end. I contacted the customer services several time but the issue has not been solved.

Order Number: [redacted]

Their email message:

Dear Andy,

Thank you for your recent order.

To enhance security, your order was pulled for additional verification.

The name, billing address or phone number supplied was not a complete

match with the information your credit card company has on file.

For your protection this order was not allowed to process further. In

order for your order to be processed, please call us at

###-###-#### 8-5pm EST, Monday-Friday.

Thanks for being a part of the American Eagle brand and we're sorry

for any inconvenience.

Thank you,

Customer RelationsDesired Settlement: I want to be able to place the order using the gift card.

Business

Response:

After research we’ve verified that order number: [redacted] wasnever processed, as a result the funds were never removed from the gift card. Giftcard number [redacted] has a current working balance of $25.00. Pleasecontact our corporate office at ###-###-#### (M-F, 8am - 5pm EST) if you havefurther questions, and we will be happy to assist her further.

Review: Upon entering the Aerie store, we saw many signs advertising "ALL BRAS $20". On the side corner, it listed, "selected styles". Other signs said, "AERIE BRAS $20" with a side note on the corner stating "selected styles". To me, ALL BRAS means ALL bras, not selected styles. This is false advertising. It was not all bras on sale nor was it all Aerie bras. Additionally, there was a big sign above a wall of bras that said $20. However, those bras were $25 as they were not the "selected styles". This is a common issue with Aerie and American Eagle.Desired Settlement: I would like this company to change their advertising practices. I previously complained to the company but got no response. This type of false advertising continues to happen at their stores.

Business

Response:

We apologize for any inconvenience or misunderstanding you have experienced due to our marketing. American Eagle Outfitters likes to provide our customers with the best deals and promotions, if this particular campaign is causing any confusion, we apologize. We will forward the details of your experience to our Aerie marketing team for consideration.

Again, we apologize for any confusion this may have caused you. Per American Eagle Outfitters this issue is closed and resolved.

Review: I requested AE to remove my name and address from their postal mailing list back in 11/2012. They acknowledged my email and stated my name and contact info would be removed from their database. I thought they would honor my request, but just recently I received another unsolicited advertisement from them.Desired Settlement: Please honor my previous request and remove my name and address from the American Eagle Outfitters postal mailing list and cease to rent or trade my contact information with any other organization.

Business

Response:

Please be assured that American eagle does not share customer information with any third party entity. We apologize for the recent oversight with your account; we’ve updated our records to reflect your request. Please allow up to 10 days to process your request. American Eagle Outfitters appreciates and thanks you for your patience in this matter.

Per AE this issue is resolved and closed.

Review: I placed an order and received an order but the order I received was for another customer. I called customer support and was told they needed to research to find out what happened with my order and I would be contacted 24 hours later. I waited two days and contacted them again. They told my they credited my account. However no one called to discuss this with me. I was not informed that this was the outcome. This was supposed to be a Christmas present but they didn't bother to send me my order. I wanted the orderDesired Settlement: I would not only like the refund but a replacement of the product I ordered at no cost. I also want proof that they issued refund which I didnt' ask for. I also would like for the supervisor who hung up on me to call and apologize as this is a frustrating situation for me as it is just a couple of weeks before Christmas and this is a Christmas present.

Business

Response:

We sincerely apologize for the issues that occurred with your order. Unfortunately, your order was delivered to the wrong address. In this case, we are not able to send out the item again, which is why you were issued a refund. One of our corporate agents already has replaced the order for you and it has been stated as delivered. We hope this has resolved the issue for you. We apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

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: jeans ripped

I purchased jeans form American Eagle in November of 2015 and 2 of the pairs have ripped. I was told by customer service that these were not warrantied. These jeans are only 3.5 months old and should last longer that amount of time.Desired Settlement: I would like to exchange these for new jeans

Business

Response:

We apologize for the quality issues you had with our product. You may return the jeans to any American Eagle store for a refund. We have located the order from which you purchased the jeans, and have noticed you were already emailed a prepaid label to send the jeans back to our warehouse. If you have not received that label, please check your spam/junk folders. If you choose to send the jeans back, our warehouse will be glad to issue an exchange if the products are available. We hope this aids in resolving your concerns. Thank you for contacting American Eagle Outfitters.

Review: I purchased two pair of jeans from AE.com on two different occasional. On two different occasions both jeans just shred in different area. I contacted customer service I was transfer to the corporate office. They stated that I can send the jeans back with both invoices and a let letter stating what the issue is. I sent over the jeans via USPS. It was pickup and received on Jan 8,2016. I was told I would received email when the jeans was received never got one. I contacted the customer service to find out how long until I know what will be the resolution no could tell me. I called again due to the fact the account I used to purchased both jeans I do not have anymore. I explain that to customer service they said it will be noted on the account and someone will call me or email me. Today is Jan 20,2016, I haven't received an email. I called this evening the customer rep had an attitude stating I have to wait for someone to contact they haven't dealt with my requested yet. I do not understand why it's take 12 days to give me a resolution. If they want to give me a gift card or refund me via check or I give them different account information. I feel it's very unprofessional on how they are taking to contact me due there quality of jeans. I spend a lot of money on AE.com.Desired Settlement: If they can give me a store credit gift card or issue me a check refund or let me provide them with a different account information.

Business

Response:

We apologize for the issues with your return. According to the USPS tracking we have available, the jeans have not been delivered yet. Unfortunately, since the jeans are from 2013, any damage is attributed to normal wear and tear, thus we will not be able to issue a refund and they will be returned to you once received. We do not offer a lifetime guarantee on our jeans. We sincerely apologize for any confusion this may have caused and hope this help to resolve this issue. Thank you for contacting American Eagle Outfitters.

Review: I returned an item to American Eagle Outfitters that I ordered almost a year ago and when they processed the return, they sent a refund to my old debit card. I contacted their corporate office explaining that I no longer bank with that bank and would prefer a gift card for a new pair of shorts and the corporate manager basically said that there's nothing they could do, they've done all they're obligated to do and to wait patiently for the bank to reject the refund and re-mail ne a check directly.Desired Settlement: An apology and either a gift card for new shorts or a pair of the Surf Khaki shorts in a size 48, item 4133-6081

Business

Response:

We were disappointed to learn of the recent poor shopping experienced with American Eagle Outfitters. Per theorder notes on the order, one of our corporate supervisors issued a reimbursementgift card on Mar-30th 2015 at 11:06 AM. Please allow 3-5 businessfor receipt. If you have further questions reach out to our corporate team at ###-###-####(M-F, 8am - 5pm EST) and we will be able to assist you further.We are genuinely sorry about the mishap which affected your order.

Review: I always get online mid month to schedule my bills and log the date/amount in a notebook every month. I show I did log in to AE and scheduled my January payment but American Eagle however failed to accept the online payment and instead charged me a late fee. I have been a loyal customer for years and am appalled that they would now treat me like dirt. I can shop elsewhere if this is how they are going to treat me. I never get a bill but always schedule my payments a month in advance.Desired Settlement: I want a refund of the full amount of the late fee which I believe is $25 and any other late fee I was charged that I may not have noticed. If not I will be certain to announce my dissatisfaction on social media and find another merchant to spend my money on.

Business

Response:

We sincerely apologize for the issues that occurred with your credit card payment. Due to increased security, all American Eagle Outfitters credit card inquiries are housed exclusively within our credit division with our partners at [redacted] (formally [redacted]). Consequently, we are unavailable to assist via email. We have forward your grievance to our managers at [redacted], so they may contact you to help you resolve this issue as soon as possible. Please wait for email/phone communication from [redacted] directly.

Review: I placed an order for the first time with AmericanEagle.com. The main reason I ordered was because they were advertising an extra 60% off clearance. I fell in love with some boots that came out to be $8 (instead of the $40 original price tag.) Because I was ordering the boots, 1 pair of brown and 1 pair of black, I also selected a few other pieces of clothing to really try their brand out.

Three days later, the boots get cancelled. However, they were still listed as available online but now for a higher price.

After calling customer service and sitting on hold for 20+ minutes, the lady was extremely unhelpful and said she could do nothing.

I have come to find out, based on their Facebook page, that they have done this to many others as well. Not to mention, they are still holding funds from many. (I have not yet called my cc company to check that on my case yet.)Desired Settlement: I feel they should honor the sales they made and provide product to those of us who purchased.

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. At American Eagle Outfitters we strive to provide excellent service to every customer and will continue to coach our agents in order to achieve that. We sincerely apologize for any confusion and hope this response aids in resolving the issue. Thank you for contacting American Eagle Outfitters.

Review: On November 27th I purchased a pair of jeans on line from American Eagle. There was no suggestion that this item was out of stock. The next several days the status of shipment was that you were getting this packaged up to send out to me. It was not until December 3rd that the status changed to out of stock on my order. I was not notified of this. I feel that this was unfair to advertise this item in stock when it was not.Desired Settlement: I would like a store credit to purchase a regular priced pair of jeans as it appears that trying to purchase clearance on line is not an option.

Business

Response:

We were disappointed to learn of the recent poor shopping experience with American Eagle Outfitters. After research, we’ve verified that the order was canceled because the item 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.

Review: This is regarding order # [redacted]

On 10/15/2015 I called AE customer service to help me to place a new order with a sweater I already purchased and wanted to buy the same item. I asked for a price match and since a customer representative was not able to give me the same price, she advised me to go to a local store that they will be able to do it for me over there.

On the next day, Friday morning, I went to a local store where a sale representative was able to place this new order # [redacted] for me, she checked availability for the item and said that it is available so she could order it. Few days later, over the weekend, I tracked the status of this order on my computer and there has been a message “Waiting for shipment”. Still few days later the sweater which I ordered and paid for it at a local store was still available online, at AE.com website. And again, a sale representative ordered this item for me at the store on Friday morning, and this item was available online Friday, Saturday, Sunday – 3 more days after she placed the order at the local store!

Today 10/19/2015, Monday, I tracked the status of this order again on AE website and to my surprise I saw a message over there that this order has been cancelled because the item is out of stock!!!

I am requesting an explanation why this order has not been shipped while the item was still available, in stock, and why your company waited till this item is sold out? Especially when anybody could have bought this item online 3 days (!) after this order has been placed!

I have strong suspicion that this has been done by American Eagle company intentionally because I purchased this item for heavily discounted price and apparently your company filters and alternates customer’s orders where the price of merchandise is discounted, and this practice is highly unprofessional, rude toward customers. If a customer takes his/her time to go to a store and buy something or to place a new order where a sale representative check a status of each item if it is available for purchase, then your company should not cancel those orders based on some weird, internal criteria made by your company. I would appreciate if American Eagle company stop playing games with customers because with this approach your company just showing off a disrespect toward customers.

Thank you for exceptional shopping experience with you, just don’t forget that customers are not dummies, especially in today’s world full of social media when everybody can share shopping experience with friends and other people.

Shame on you American Eagle!!

Business

Response:

We apologize for the issues you have had with your order. Unfortunately, the item greatly exceeded our

expectations and sold out before we could accommodate your purchase. Since it it was a clearance item, it is no longer available. However, we would be glad to offer you a discount and free second day shipping toward your next order. You may place an order over the phone by calling ###-###-#### (24 hours a day, 7 days a week). Please provide the associate with your original order number ([redacted]). Again, we sincerely apologize for any inconvenience.

Consumer

Response:

Thank for your response, however, you did not responded to

my only request in my complaint. I filed this complaint because after I went to AE store where

a sales person placed the order for me with 1 item from clearance section, your

company intentionally put this my order on hold, has not been able to ship this

item out for 3 days (!) even though this item was still available online during

that period of time, your company intentionally ignored this order and waited

till the item is sold out. Then I received an email from your company with saying:

“Sorry, the item is sold out.”I found this approach to your customers total unacceptable, ignorant

because when a customer places an order (online or at one of your stores), your

company should fulfill each order based on a date when an order has been placed

and not based on other criteria, such as how much a customer paid for item in

order and wait if some other customers will pay more, exactly what has happened

to me. This is just rude, and at the same time it was complete waste of my time

and gasoline since I went to a local store where I shopped and placed the

order.Yet, you stayed away from an explanation why my order has

been ignored and has not been shipped out to me for 3 days while the item has

been available in stock. It was not a matter of a “hot item” which would sold

out quickly as you falsely described in your very general, the type of “copy

& paste” response to me.Since I have not received any assurance from your company

that this won’t happen in the future if I shops at your store or online, I came

to conclusion that the only way how to prevent this is to stop doing business

with you completely because I value my time and I am sure there are many other

businesses out there who appreciate customers much more than your company.I already returned all the merchandise I purchased recently

at a local store because I cannot support this ignorant behavior and the fact

that you refused to process my order and ignored it even though I paid for the

item, so you did not have any reason to put it on hold and wait till it is sold

out.

Review: I ordered online through American Eagle and used PayPal to pay well evidently AE has trouble processing paypal even though they accept it. Two weeks later when I didn't receive my package I called and all of the items I ordered were out of stock. I had to order all new items well again two weeks later I called them and they hadn't processed my order. A week later they process my order and two items weren't sent because they too were out of stock. I am unsure why they have a website if the items they show available aren't actually available. We called several managers who could in no way help. We went to the store and all of the items were in the store. They need to close their website because it is falsely advertising items that they don't have they then charged my card for an amount I didn't even authorize.Desired Settlement: Refund plus they need to make it right to us and others. They need to either delete their online website or make it more accurate on what items they actually have.

Business

Response:

We were disappointed to learn of your recent shopping experience with AmericanEagle Outfitters. After research we’ve verified there was an error with submittingyour original PayPal order. Per our records a replacement order was created (order[redacted]) using a different method of payment which was processed and delivered. Please note that AEO does not chargethe customer for an unfulfilled order, we do so after the order leaves our warehouse.The “charges” you may see in your PayPal account is the transaction hold created by PayPal, which they failed to forwardto us AEO in order to satisfy your purchase. If you continue to view the original hold in your account, please respond withthe following so that we can remove the pending authorization hold on youraccount, and resolve the issue as quickly as possible:· Invoice and/or Transaction ID· Email address registered to your PayPal account· Exact transaction date and amount· Did you receive an error message? If so, what did the error say?We are aware of this technical hiccup and are working with PayPal to create a promptsolution. Please accept our sincerest apologies for the inconvenience caused.

Consumer

Response:

My complaint was not only about AEO having trouble with Paypal but also that they are selling items on their website that they don't in fact have available. After learning that they didn't process my first order... I called in and the items I had ordered were no longer available. During that time my order was still in process. Why would they sell the items that I had purchased if my order was still "in process" with paypal. As well the second time I called and ordered different items since they sold the items I originally wanted... they again didn't send my complete order saying that items I had ordered were no longer available. Why do they have items on their website and allow people to purchase them if they are not available???

Review: On Thursday June 4th, 2015, a first delivery attempt of merchandise from American Eagle Outfitters was made at my home. There was a UPS InfoNotice left on my door between 12pm-1pm saying that a second attempt would be made the FOLLOWING day on Friday June 5th, 2015 between 10:30am-2pm. Clearly marked on the InfoNotice under the heading "We could not leave the package(s) because:" were marked box A (Your written authorization is required to leave package(s) and box B (The sender required a signature at the time of delivery). After not receiving my packages or an additional InfoNotice the following day as expected, I contacted UPS. I was told by a representative at UPS that both of my packages were delivered on Thursday June 5th, 2015 around 5:30pm. When I asked the UPS rep why the driver would double back five hours after his initial attempt and leave an InfoNotice stating a second attempt would be made the next day, I received no explanation. In fact, the rep agreed with me that the scenario did not make sense. I was informed by the UPS rep that an investigation would be done and the results sent directly to American Eagle Outfitters for a final decision. I have contacted American Eagle Outfitters numerous times by phone and email without any response or resolution.Desired Settlement: American Eagle Outfitters has a responsibility to, at the very least, respond to customer complaints. In my particular situation, a refund is an expected, not desired outcome.

Business

Response:

We were disappointed to learn of the mishap affecting yourorder. Per the information provided by our UPS management team, we are unableto issue a refund for the missing items at this time. UPS has provided a detailedexplanation of the event which indicates an investigation was created andseveral attempts were made to contact you, in order to rectify the mishap withno response. Untimely, records indicate the items were delivered to the correctaddress. Please find the detailed explanation provided by UPS, along withscreen shots of the package movement on that day.“I am responding to this request based on informationI received from the business manager who manages the driver and this customeraddress. The area this customer lives at in Buffalo was aconcern for the driver and he was not comfortable leaving this package at thisaddress/neighborhood. Although thisaddress is an approved driver release area the driver has discretion to leaveor not leave based on the area and when he attempted delivery at noon on June4th, he did not feel comfortable leaving the package at that time. He left a notice and came back a second timeon the same day at 5:12pm and delivered the package in the front door. He actually delivered two packages on thisday at 5:12pm – both from AEO.The earlier attempt at noon the driver did leave adelivery notice indicating he would be back the next day because that is normalprocedure, however if he knew he was coming back later that same day he shouldhave never left the notice and simply came back. The customer may have been confused by thishowever we did deliver both packages in the front door on June 4th. We currently have an initiative going on withour drivers to reduce send agains – this is where we are not able to deliver apackage on the first attempt and have to come back the next day tore-attempt. Because of this initiative,that is one reason why the driver came back the same day – first being hisconcern about leaving the packages at noon and second being the initiative toreduce send agains. The driver took itupon himself to come back later that day when he was back in that area tore-attempt again. Because it was laterin the day (5:12pm) he was more comfortable leaving the package in the frontdoor because he expected the customer to be home shortly thereafter versus atnoon where it would sit a longer time. The driver was not wrong in coming back the same day or not leaving thepackage earlier in the day because he was looking out for the safety of thepackage – he was wrong with leaving a notice if he knew he was coming back thesame day however he may not have known that at the time he left the notice onthe door.We do show delivered at front door at 5:12pm on June4th and we did make multiple attempts to contact the customer during ourinvestigation of this one package however she never responded to UPS. This is usually a sign they received thepackages if they avoid contact with us because we were simply trying to confirmif she received or not with this investigation.”

Consumer

Response:

I was NEVER contacted by UPS concerning this matter! I initiated all contact, starting on Friday June 5th, 2015 at 7:17pm. I made an outgoing call to ###-###-####, and was on the phone with a UPS rep for over 20 minutes explaining that I had not received EITHER package. I am fairly certain the call was recorded and should be listened to by UPS. I then called again on Tuesday June 16th, 2015 at 7:50pm and spoke to a rep who advised that UPS made a decision regarding my case and that I would need to contact American Eagle directly to get the status because "that's how the contract works between our companies". Again, that call should be recorded and pulled for review. I have already received compensation from American Eagle for one of the packages. If both packages were delivered at the SAME time on the SAME day, how it is possible that I would receive one and not the other? I hate to repeat myself, but I never advised UPS or American Eagle that I received either package.

Review: I was very disappointed in American Eagle's customer service. I placed an order online for two pairs of shorts. When they arrived they were one size too big. I requested an exchange for a size smaller after checking online to be sure they had the correct size (which they did). I mailed the shorts back at my own expense and was told due to a system error, the exchange couldn't be processed and my account would be credited. Six weeks have passed and I haven't received my credit.Desired Settlement: I would like to receive a check for $50.81 ($32.85 for the returned shorts, $2.96 for the tax charged, $15.00 for the postage to return the shorts).

Business

Response:

A technical error occurred with [redacted]’s return.

I reached out to customer via email, apologized for inconvenience and issued a check to the mailing address listed. The check should reach the customer within 2-3 weeks. Per American Eagle this issued is resolved and closed.

Review: Aerie/AE.com's reward program where you purchase 5 bras and you get the 6th bra free is fraudulent. Excluded 3 bras from program without any basis Aerie/AE.com have a reward program where you purchase 5 bras and get the 6th free. I have purchased 4 bras from ae.com over past year and noted that 3 of them were not credited as points in my AE Rewards profile. I enquired about this online and was told that I had to call. I called CS and the person didn't understand why points were not rewarded so they told me they'd look into it and email me back. The email response I received indicated the bras were classified as accessories and I could not receive points for them. I asked to speak to a manager and received a message from a CS rep and called him back and ended up speaking to one of the employees (she couldn't transfer me but spoke to him while I was on hold). She indicated there was nothing they could do and offered me a 20% discount off of future purchase. She then went to show me online where it is stated in their Help/AE Rewards/Terms and Conditions that there are exclusions and there was no such statement. The bras, which were [redacted] style, were purchased on two occasions (Order # [redacted]). There were listed on the Bra category of the site (not the accessory category). I spent a total of $55.40 on these bras (excl duties and taxes) and approx $68.70 on these bras including duties and taxes. No where on the item description was an exclusion noted. No where on my invoice/receipt was an exclusion noted. No where on their site are exclusions noted. This rewards program is fraudulent as they are not delivering the rewards promised and creating exclusions without having any documentation of this on their website. I have copied screens from item description, AE rewards description and no where are these exclusions noted. I ordered [redacted] bras last year using this rewards program and they counted towards my purchase. I am very disappointed with their response and actions which I think are unethical.Desired Settlement: I would like to be awarded points as promised

Business

Response:

We have thanked the customer for her feedback and apologized for the misunderstanding. As a courtesy we have issued a free bra coupon for the inconvenience. We have also let her know that going forward the [redacted] purchases will not count towards the 6th free bra coupon, as the [redacted]s are considered an accessory piece not a foundation bra.

Per American Eagle this issue has been resolved and closed.

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 upon one condition/recommendation. I think if American Eagle and it's spin-off Aerie want to be viewed as reputable on-line businesses they must list exceptions to their rewards program on their website. Right now these exclusions are not noted anywhere which is unfair to their online customers. Any exclusions from this bra reward program, which is marketed as "Free Aerie Bras: Buy 5 Bras Get the 6th Free. Every time.", which give the consumer the impression the program is simple and there are no exclusions, should be noted on the 1) item description, 2) online checkout system (so a buyer can be aware of this at time of checkout if they did not read item description in full, 3) any pages describing the rewards program on the site. For buyers like me who are already subscribed to the program, which I believe has changed with the addition of these exclusions, an email should be sent out informing participants of these exclusions. Otherwise how will buyers know the bras they are buying are excluded??

Review: 9/04/13 $32.76 Order #: [redacted] I purchased white jeans for my daughter online after they didn't have my daughters size in the store. The jeans came in but they didn't fit her. I quickly returned the jeans on 10/28/14 via USPS 2-Day Priority Shipping at $5.95. Tracking #: [redacted]. I shipped to: Ottawa, KS 66067 (I have shipping receipt/notes), along with my packing slip (original receipt) and STILL have not gotten my refund. I've been going through ongoing health issues since purchasing, and raising 2 teens by myself, while being an owner of my own business; taking care of my elderly parents. I only expected what the company failed to deliver, a refund. Nov. 2014: I called to inquire on the status of refund; I was told "a credit on 11/3/13 was applied to my card used on11/4/14". (I called ###-###-####).3/19/14: I called and filed dispute. I called AE at ###-###-#### CA (as shown on my billing statement). The Research Team It's been SO long since this occurred and totally inexcusable. 4/11/14: I checked the status, again. Not showing a refund. 12/22/14 & 12/28/14: I emailed American Eagle; no response. That's where I'm at today...thank you.

Product_Or_Service: 9/04/14

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund amount $32.76, PLUS shipping $5.95, that's it!Total: $38.71

Business

Response:

We were disappointed to learn of the delays affecting yourrefund. After further research, we’ve verified that the reimbursementassociated with order [redacted] was issued intwo different transactions. Per our records, the first refund (for the returnedmerchandise) was issued on Mar-21st 2014 3:02 PM. The second reimbursement(for the same complaint) was issued on 4/27/15. We recommend Ms. [redacted] reachout to her credit card provider directly for additional details, if the repaymentsare not visible on the credit card statement. AEO handled the grievance accordingly and in a timely manner. Should Ms. [redacted]have additional questions, she can contact our corporate office at1.888.307.3672 (M-F, 8am - 5pm EST) and we will be happy to assist her further.Reimbursement Details:$38.71 Reference ID: [redacted]$ 32.76 Reference ID: [redacted]

Review: American Eagle's policy for "full refund" with receipt is a lie.I Purchased a jacket for 49.95 on Wednesday and tried to return it on Friday with tags still attached and a receipt. It plainly says on the back of their computer monitor that returns with receipt shall receive a full refund. At the time of my purchase, I was told that if I bought any other item in the store it would be half off, so I got a little dress that was $29.95, for which I was charged half, at $14.99. So my total purchase was $49.95 + $14.99, and with tax came to $70.78. When I tried to return the jacket, they would only give me $40.58. The manager said it's their policy to not return full purchase price because "it eliminates frivolous returns". When I called AE headquarters, they told me that I only got $40.58 back because of the BOGO (buy one get one). For some insane reason, they look at it like your purchases are bound together. That's not what BUY ONE (at the regular price) and GET ONE at half off means. The return policy should be in line with the purchase policy. With this incredibly stupid reasoning of theirs...if you buy an article that costs $100 and get a pair of underwear for $10...and you decide to return the $100 article, you would only get about $50 back for it, but if you return the underwear you would get $50!!!! ARE YOU FREAKING KIDDING ME? In the case of my purchase, they actually told me that if I returned the little dress I paid $14.99 for, they would give me $24.36 back. I don't believe it for one moment. Why should I get back more than I paid for it?? It's just crazy. I paid $49.95 for my jacket. A full refund should be $49.95 plus tax.Desired Settlement: I should get back what I paid for the jacket. $49.95 plus Alabama tax. NOT $40.58 plus tax (what they gave me). They owe me $10. And the Revdex.com needs to warn people about their sly return policy!

Business

Response:

We were disappointed to learn of the recent shopping

experience at our Madison Square location, in addition to the subsequent

misunderstanding regarding our return policy. Firstly, we would like to

apologize for the terminology used by our associate. Please note that we have

reached out to their direct manager for further coaching.

After research, we’ve verified that per the transaction

receipts the correct amount was refunded to Ms. [redacted]. On 10/15/14 two items

were purchased at our Parkway Place location, one item for $24.36 and the other

for $40.58. On 10/17/14 the item purchased for $40.58 was returned to our Madison

Square location for a total of $44.23 including tax.

When AE runs a BOGO promotion, two items must be purchased

to receive the discount. The savings are split evenly between both items. The “return

price” listed on the receipt indicates the value of each item after the

discount is applied. This practice allows savings for our customers while

safeguarding AEO from illegitimate returns. Please find validating info

attached.

Review: I called in regards to a promo code that was not working. I was on hold for 2 hours and was hung up on twice. I was told there was no supervisor or team lead available. The gentleman that I spoke with name was [redacted] is employee id was [redacted]. He worked out of the Florida call center. [redacted] was both rude and disrespectful. [redacted] was not helpful, and his customer service attitude was not up to par. I have been a customer with American Eagle for a very long time and had never been treated so poorly. I even asked to speak to a another customer representative and was put on hold for one hour and thirty five minutes.Desired Settlement: I would like the promo code applied to my purchase, as well as a refund.

Business

Response:

We were disappointed to learn of your recent experience with one of our customer care representatives. After pulling the calls on 10/20/14 at 5:22:39 AM, 5:38:51 AM, and 6:02:46 AM, we’ve verified our agent ([redacted]) provided frank information throughout the calls. During the early mornings, our call volume is low and as a result there are fewer agents on the floor. Our agent tried to place an online order, while price matching all wanted merchandise. However, the call escalated when one item was out of stock. AEO has issued a 40% off certificate to the email address associated with your AEREWARDS loyalty account so you may purchase a comparable item at your convenience.