American Eagle Outfitters, Inc.

Hello, I apologize for the delay in processing your refundWhen our warehouse received the return there was no customer information included with the return to indicate how to proceedThe merchandise was then directed to a certain area for holding until the customer information could be obtained
The refund was processed on 20-December-for $I apologize for any inconvenience

Hello, I’m very sorry for your experience with this promotion and that you did not receive the $discount for referring your friendsI did follow up with our team responsible for managing this promotion and have been advised that the customers you refer must also spend a minimum of $on their
purchase to qualify you for the $discountIn the event a Referral returns a purchased item and their lifetime order value decreases below the minimum purchase amount, the referral credit awarded to the referring customer will be rescindedThis referral program is subject to modification or termination by AEO at any time without notice in AEO’s sole discretionHowever, your AEO Connected account was noted on 9/30/that you could call in to place an order and redeem the $discountThe reason the representative you spoke with stated you could not combine that discount with other promotional discounts is because our site only accepts one promo code per transactionFor example, if there is a site wide promotion and prices are as marked, you may use the discountIf the site wide promotion requires a discount code be entered for redemption, the discounts may not be combinedOn 10/2/one $discount was issued through your AEO Connected account that you may redeem yourself, within the specified time frame before expirationIn order to take advantage of the other discount, you would need to call to place your order and ask the representative to review the notes on your AEO Connected account so they can apply the discount for you

I'm very sorry this has not been resolved to your satisfactionPlease see the attached copy of the letter from Synchrony sent on April Please also accept my apologies in regards to this communicationOur partners at Synchrony always contact customers directly, so I presumed that would be the protocol to address your experience as well

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 taxesAEO is unable to override any customs feesthat your country
may chargeAll 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

Hello,I’m very sorry for your experience at our ** *** *** Street locationAEO is an all-inclusive company and we want all of our customers to feel welcome and comfortable when visiting our storesI have personally spoken with the district manager about your experience and a coaching session
will be conducted for all associates to review our Customer First policyI have mailed out coupons to the address listed on your submissionThey will arrive in a plain blue and white envelope; you should receive them in 7-business daysI hope you and your family have a Happy Holiday! Tell us why here

We were very disheartened to learn of your recent experienceat one of our storesDue 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 viaemailAEO
has forward your grievance to our managers at Synchrony bank for aspeedy solutionPlease wait for email/phone communication from Synchrony bankdirectly

Hello, I’m sorry for your experience regarding this orderAmerican Eagle Outfitters may, at our discretion, refuse refunds for packages confirmed delivered to the same address if non-receipt of the package is claimed more than onceAs a courtesy, I have issued a refund for this purchasePlease
allow a minimum of 3-business days for the refund to post to your accountGoing forward we do recommend shipping to an alternate and more secure location, such as your business or place of employment, as we will no longer be responsible for packages confirmed delivered to this address

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

We were sorry to learn of the recent miscommunicationaffecting your order All AEO customershave the ability to return or exchange any unwanted item to one of our many storesor our warehouse, if they are not percent satisfied with our garmentsPleasenote shipping charges are
non-refundable, unless there is a quality issue affectingthe garmentOur customers can locate our return/exchange policy by visitingae.com under the “help” sectionAEO has issued the $reimbursement to the method ofpayment used for order ***, with our apologies for the miscommunication.Please allow 5-business days to view the refund on your online statement

Hello, I’m sorry you are disappointed with our return policyThe free return labels have a separate web address and tracking number to check the tracking once the package has been handed over from USPS to our carrier for final return to our warehouseThe tracking information is not available until
the final carrier has received and scanned the package into their systemThere is often a delay in tracking updates and returns usually do take about three weeks to be returned and processedSince you have filed a dispute with PayPal for all three orders, the merchandise will be returned to stock when the returns are processed, a refund will not be issued until the dispute is resolved

We apologize for the issues you have had with your orderWe have issued a refund of $for the jeans you did not receiveYour item was just received at our warehouse Nov14, which is why you have not seen any updatesWe recommend giving our customer service line a call at 1-888-232-to
replace your order for the jeans you did not receiveThey will be happy to price match the jeans, so you still receive the $price, as well as free 2nd day shippingWe hope this addresses your concernsThank you for contacting American Eagle Outfitters

Hello, This order was not processed because we were unable to verify the information provided on the order through our order verification systemAnytime you place an order with us, your card is authorized for the full amount of the orderWe do not charge you or finalize payment until all
merchandise has been shippedIf your order is cancelled or unable to be processed for any reason, AEO releases the authorization hold from your account in 3-business days, but your bank or credit card institution may hold the funds up to daysSince PayPal was the method of payment for this order and a PayPal ID transaction/ID number was provided, we were able to manually release the authorization hold and it was completed on December 20,

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

I have emailed the customer for receipt information and will issue the difference back to her credit card for the items returned at the store

I attempted to contact the customer on Sunday, September 13th at 9:am to discuss the experience she had in that particular store. I left a voice mail for the customer to contact our Corporate Office at ###-###-#### so that we may discuss a resolution. Once she responds back, I will
assist her with price adjustment

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

I do apologize for your frustration regarding your inquiry about the disclaimer on the AEO Low Cut Socks 3-PackI have reached out to our merchants for clarificationThey have confirmed that this age disclaimer should not be on the label of this product and they are working with our vendors to
have the labels updated and the disclaimer removedPlease note these socks are safe for consumers of all ages

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

I have replied back many times to this representative and they have not replied or replaced the items as of yeti just want these replaced or credit issue in the amount of $so I can Rowland thes online or in storethank you
Regards,
*** ***

We were very sorry to learn of your recent experienceat one of our storesDue to increased security, all American Eagle credit cardaccount information is housed exclusively within our credit division and ourpartners at *** ***, consequently we are unavailable to assist viaemailAEO has
forward your grievance to our managers at *** *** for aspeedy solutionPlease wait for email/phone communication from *** ***directly