American Eagle Outfitters, Inc.

Hello, I’m very sorry to hear of your dissatisfaction with your purchase. We always encourage our customers to contact us directly if they are dissatisfied with their purchase so we may assist with resolution. Having said that, you may return the shirt to your local store; you do not need a receipt....

If the purchase was made online you can access your invoice in your purchase history in your ae.com account, or the store can look up the transaction through your AEO Connected account. If neither of these options are available, the store will issue a gift card for the current selling price of the item. If the store manager has any questions about the return, please show them this communication.

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.

Hello, I’m very sorry for your experience regarding this order. Anytime an order is submitted, a pre-authorization hold is placed on the credit or debit card used for the transaction. Payment is not collected or finalized until all merchandise in an order has been shipped. If an order is cancelled...

or unable to be processed for any reason, the authorization hold is automatically released by AEO in 7-10 business days. The order does show it was cancelled and the order total is $0.00. Unfortunately since this order was cancelled there is not an authorization code or any other information we are able to provide for further assistance with your bank. We are unable to issue a refund because the funds were never collected for the transaction due to the cancellation. I can only recommend filing a dispute with your bank or credit card company if they have not released the funds back to you.

Dear [redacted], We were disappointed to learn of your recent shopping experience with American EagleOutfitters. After research we’ve verified that the item was not replaced as aresult of Holiday volume. This is not an excuse but rather an explanation forthe delay. We understand the impact...

this had on your holiday, and we are trulysorry. Per our records the order has been replaced is expected for deliver on Friday,01/02/2015. Please use the following tracking information to track your package[redacted].AEO has also issued a $20.00 gift card with our apologies, which should reach the mailingaddress associated with this grievance within 5 business days.

We sincerely apologize for the issues you have had with your account and that you are going through a hard time. Unfortunately, for security purposes, all of our credit card accounts are handled by Synchrony Bank. American Eagle Outfitters is unable to see, or change any information regarding your...

account. You will need to contact them directly at ###-###-####. We hope that they are able to work with you to alleviate this issue. We sincerely apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

Contacted customer by phone and will look to resolve the issue by allowing her to pick comparable shorts and honor the same pricing she received on the original order.

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

Hello, I’m very sorry you did not have a positive experience at our Woodland Mall location. Your complaint has reached our corporate office. I have personally followed up with the district manager based on the comments you provided. We discussed how your experience could have been better handled and...

I provided coaching tips for the associate you interacted with. We strive to provide Customer First service and we want everyone to feel welcome and comfortable in our stores. I’m so sorry this was not the case in your experience and I can assure you we are working with the team at this location to improve our mission.

Paul,We apologize for the miscommunication regarding our promotions. We are glad to honor promotions within a two week period of you placing your order, if you did not have any other discounts added. However, in your case, you had used your AE Rewards promotion and your request for us to honor the...

25% off online promotion was a month after your order was placed, which are the reasons we were unable to honor. We would be glad to mail you a 20% discount toward a future order.

Revdex.com:
I checked the AEO account myself and it appears that the issue (complaint ID [redacted]) has finally been accurately resolved.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize; your order did not pass our verification requirements and was canceled. There was a pre-authorization hold placed on your account, which will automatically fall off. This authorization generally will fall off within 3-7 business days, however the time frame depends upon your financial...

institution. American Eagle has not charged your account the amount, thus no refund is necessary for this order. We apologize if there was any confusion with this information. Thank you for contacting American Eagle Outfitters.

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.

We sincerely apologize for all of the issues you have faced while placing your order, and the delay in receiving some of your items. We are making sure the t-shirt you ordered gets mailed out today, so that you can get that as soon as possible. Unfortunately, the body spray gift sets were canceled...

due to them being out of stock. If you would like to pick out some other items, we would be glad to order them for you with free overnight shipping and a 30% discount. To place a new order, you may call our customer service line and provide them with your order number, so they may help you place an order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12535676, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello, I’m very sorry for your frustration and time spent trying to resolve the issues with your AEO Connected account. As requested, I have terminated your account and the other account that was associated with your personal information as well. I have also removed your email address from our...

system for all future email promotions.

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. As far as UPS' new initiative to reduce send agains, that is not my concern. If the driver had a concern about the area he was delivering to, wouldn't it make more sense to leave notice of delivery so I could arrange for the packages to be safely retrieved? Instead, he came back the same day, left the packages, along with a notice saying he'd be back the following business day for a second attempt. I have provided dates and times for my calls placed out to UPS. I would like to know how and when they contacted me to follow up. I have attached the InfoNotice that was left on my door stating why the packages could NOT be left. I am simply asking to be compensated for the packages I never received.

[redacted],We were disheartened to learn of your recent experience atone of our stores. Due to increased security, all American Eagle Outfitterscredit card inquiries are housed exclusively within our credit division withour partners at synchrony bank (formally GE Capital Bank). Consequently, we...

areunavailable to assist via email; nevertheless AEO has forward your grievance toour managers at Synchrony bank for a speedy solution. Please wait for email/phone communication from Synchronybank directly. Our apologies, American Eagle Outfitters

Hello, I’m very sorry for your experience with this order and that your credit card was compromised. Ashley did send communication to our corporate office, however the order was placed on 9-January-2018 and the order was shipped on 10-January-2018. Our team did not see the communication from Ashley...

until 11-January-2018 at which time a refund was immediately issued. Refunds do take 5-7 days to post, but may take longer depending on the financial institution. I do apologize for any miscommunication provided by Ashley, as she does not have authority to resolve this type of situation, it must be directed to our corporate office. I will be sure to follow up with Ashley’s supervisors regarding the action taken on her behalf.

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 representatives. 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.