American Eagle Outfitters, Inc.

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.

Review: I placed order [redacted] on ae.com. I never received my order. I contacted American Eagle and they told me it was delivered on 7/12/2013. I told them it did not arrived at my house. They told me to look around the house and contact neighbors, which I did. Still no package. So I had to go out and re-buy the items in store because they were birthday gifts. American Eagle told me:We can no longer issue refunds for short shipped items or orders not received. We are no longer responsible for items confirmed shipped and delivered to this address. Thanks for being a part of the American Eagle brand! Sincerely,Your Friends @ ae.comNow I'm out the money from my order, and I ended up paying almost double in store to replace the items because I used a 40% coupon online.Desired Settlement: I want a refund of $180.85 -- my online order. I'll eat the difference I paid in store.

Business

Response:

We have issued [redacted] a refund of $180.85 to the credit card ending in 1511. The refund was issued for order [redacted]. The customer was also notified, that going forward American Eagle will not be responsible for issuing any replacement orders or refunds for any orders shipped to the [redacted] mailing address, due to prior history.

Per American eagle this issue in completed and closed.

Review: Hello, My name is [redacted].I would like to make a complaint about consumer discrimination by American Eagle Outfitters.I order clothing on AE.COM on 12/5/13, but was later told my order had been canceled. However, when placing my order I had no problems entering two promotion codes. I was told about this promotion from my friends who had no trouble with their order and had their clothing shipped.I do not understand why I am being treated differently. If you went forward with their order, I see why my order cannot be fulfilled. Also, if two promotion codes cannot be entered, it should reject the option to place two promotion codes in the first place instead of wasting both of our times. I find that they have no grounds into cancelling my order.and this is my order number at AE.com order number : [redacted].I hope to find there's a solution for this. Thank you for your time.Desired Settlement: I just want to get my items, when I ordered on 12/5/13.

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 more than one promotional code. 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 are unable to honor the incorrect pricing applied to this order because the customer utilized more than one promotional code.

Per American Eagle Outfitters this matter is resolved and closed.

Review: Hi there,

I was at an American Eagle store earlier today looking at a scarf. I noticed that the scarf was $29. I then went to their online store and noticed that the exact same scarf was now $37, however they had a "promotion" on where if you "spend $40, you get $10 off" I have taken many marketing courses before and I believe this is illegal AND misleading to potential customers thinking they are getting a deal, when the advertised price has been RAISED in order to mid-lead customers. I just wanted to bring this to your attention.

Thank youDesired Settlement: I would like them to stop this immediately and advertise an apology on their site for misleading customers

Business

Response:

We were sorry to read about your dissatisfaction with ourin-store offer. First, we would like to emphasize that AEO takes yourcomplaint very seriously and your satisfaction is important to us. Ourprices, promotions and offers may be different online than in stores. Ifyou visit our website you may see that some offers state “online only” or“in-store and online”. Some stores may also have various items onclearance that may not be reflected online. We would gladly offer you a$40.00 gift card so you may make the purchase in store. Our hope is that you find our explanation satisfactory.

Review: My wire had 3 jeans purchased from AE about a year. They were defected stitches were loose. I still have pictures. I sent an email to AE customer service. They told me to send pictures then ship them (3) back so they can issue a refund. Without asking me to see what is going on ? They sent me a gift card for $ 45 . I did not agree with them because one of their jeans right now is $69. I need my jeans back unless they can give me the replacement cost. I told them I did not sell the jeans for a garage sale price. They said jeans already went to the place for inspection .Can't ship them back. They are BAD quality products I should get full refund plus an apologize from AE.Desired Settlement: I need my 3 jeans back. If you can't ship them back just get 3 jeans from your place then .Remember it is AMERICAN EAGLE 's FAULT. Very poor quality.

Business

Response:

After research we’ve verified that the gift card issued wasa fair market value for the items mailed to AEO. American Eagle Outfitters addsmanufacturing tags to all products with the year and month of manufacturing. Perthe tags associated to the jeans mailed to our corporate office, the jeans wereabout 2-3 years old. Any merchandise received associated with a quality issue, theitems are mailed to our quality team in NYC for research/testing. Our quality teamdetermine that the damage associated with Mr. [redacted]’s garments were not aquality related issue, but a result of wear and tear. The team noted the jeans were all different style women’sjeans, from three different vendors with damage in the same areas. Theydetermined the damaged was caused by women’s heels getting caught in the samearea of the jean. As a result of these findings we are unable to replace the jeans.

Review: In June 2014 I was making a purchase at an American Eagle Outfitters (AE) retail store and was asked by an AE employee if I wanted to sign up for an AE discount card witch is referred to as a rewards card. I accepted and filled out the required information. a few days later I received an alert the AE had pulled my credit file for an AE credit card.I was not informed that AE would pull my credit history and I had no way of knowing that AE would do this because it is not required for a rewards card. I shared this information with AE via phone conversation then email. I was advised by from [redacted] with AE that he could not help me because that information was kept in the secure credit department. He provided me with two phone numbers (###-###-#### ###-###-####) to contact the AE credit department. I was told by the credit department that they could not access the required information to help me. I made a request through the credit bureaus to have the inquiry removed from file but the only thing that they can do is validate the authenticity with AE.I have spent quite allot of time via phone conversations and email to resole this.Desired Settlement: I am requesting that the inquiry be deleted from my credit file with all three credit bureaus per the fair credit reporting act.

Business

Response:

We were very disheartened to learn of your recent experienceat one of our stores. Due to increased security, all American Eagle credit cardaccount information is housed exclusively within our credit division and ourpartners at synchrony bank, consequently we are unavailable to assist viaemail. AEO has forward your grievance to our managers at Synchrony bank for aspeedy solution. Please wait for email/phone communication from Synchrony bankdirectly.

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: On 11/17 I placed an order on the AE website. Before placing my order, though, I signed into [redacted] which is a paid service that works with AE (and other businesses) to offer free shipping. I subscribe to [redacted] and intended to use it for this order. Once signed into [redacted] and AE my invoice showed 2 day shipping for free. I chose to pay for my order with PayPal. I was directed to PP, logged in and paid for my order. I was then directed back to the AE website as my order was complete and it showed I got standard shipping (slower than 2 day). I tried calling customer service and sending an email. Both responded with, "There is nothing we can do to change the order". On 11/18 I placed another order from the AE site. Doing just as I had done the previous day. Signing into [redacted], looking at my AE invoice to make sure that it showed 2 day shipping Free and going to Paypal. Once I completed my order and was sent back to AE, I saw again that the initial invoice showed free two day shipping, but once my order was complete, it changed to standard shipping.Desired Settlement: I would like my two orders shipped via two day shipping that I selected when I made the purchase and showed on the invoices. I need the items for a birthday gift.

Business

Response:

After researching the issue, we’ve discovered that the PayPal method of payment somehow dismisses the [redacted] delivery option for our customers. For this reason, the second day shipping request was overridden for this particular customer. We have reached out to [redacted] four times via telephone and three times via email, requesting the best time for her to discuss the mishap in detail and come up with a suitable solution. Unfortunately, [redacted] has never replied to our requests.

We have tried in good faith to resolve the issue in a timely manner, but have not heard a response from the customer. Unfortunately we will have to consider the issued closed.

Review: I placed an order with American Eagle. A week later I received part of my order and realized that they sent me an item I had not ordered and they hadn't sent Me some pants that I ordered. I immediately notified American Eagle about the problem. They responded to my email requesting that I print a return label and sent the incorrect item back. They sent me the label on 11/1/15 and I returned the item on 11/3/15. A week later I emailed them to inform them that I still hadn't received the pant that I had ordered and paid for. They replied saying that if I wanted the item faster that I could request a refund and replace the order or I could just wait and they would send me the correct item. I fulfilled my part of the deal, sent back the item back and paid for my pant, yet they have not sent me the pant that I ordered nearly a month ago. I've given them two options: refund me the amount I paid or send me the pants I ordered. They haven't done either.Desired Settlement: Mail me the pant I paid for immediately.

Business

Response:

We apologize for the issues you have had with your order. We have issued a refund of $16.36 for the jeans you did not receive. Your item was just received at our warehouse Nov. 14, which is why you have not seen any updates. We recommend giving our customer service line a call at 1-888-232-4535 to replace your order for the jeans you did not receive. They will be happy to price match the jeans, so you still receive the $15.00 price, as well as free 2nd day shipping. We hope this addresses your concerns. Thank you for contacting American Eagle Outfitters.

Review: I WENT TO AEO ON 11/8/15 FOR THE BOGO SALE WAS OVER CHARGED. I SPENT 273.17, I CONTACTED HEAD QUARTERS ABOUT AND WAS TOLD I WOULD RECEIVE A REFUND

REFUND OF 79.99 FROM CHRISTINE WITH TRANSACTION NUMBER [redacted] THIS DATE WAS 11/9/15 NOW 11/16/15 I SPOKE WITH CARA/KARA IN HEAD QUARTERS AGAIN SHE CONTACTED THE PAYMENT CENTER THEY DONT SHOW ANY REFUND BEING PROCESSED WAS OFFERED A 20% OFF COUPON AND THAT WAS IT. IM UPSET WITH THE LACK OF EMPATHY AND POOR CUSTOMER SERVICE!!!!! SO I WILL BE RETURNING EVERYTHINGDesired Settlement: I WOULD LIKE A CALL FROM THE CEO!!!!!!!

Business

Response:

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

Review: Purchased a pair of jeans from American eagle had jeans nmore than a month and had a deficit in jeans swapped them out for a new pair and same issue occurred return to store and that style discontinued they offered to give me a 20$ credit for a pair I paid over 40 dollars for all I wanted was a even swap. The associate told me this is not the first time this style has been brought back with the same defect if that is the case why not just make customers happyDesired Settlement: I would like for a even exchange for my jeans if the style is not available any more a exchange for a more like model

Business

Response:

We apologize for any issues with your return. When an item is returned to a store without a receipt, the store will provide current selling price for the item. Since the current selling price for your jeans is $20, that is what the store would be able to issue as a refund. If you are able to locate your receipt, you may return to the store with it and they would be able to further assist you. Thank you for contacting American Eagle Outfitters.