American Eagle Outfitters, Inc.

Hello,I have contacted the customer directly on 1/24/17 to apologize for this experience and lengthy delay in resolution. I was unable to speak with the customer, but I did leave a voicemail stating the reason for my call and my direct number so I can complete the refund as soon as possible. I also...

advised the customer in the voicemail that I would relay this information when submitting the response to his complaint regarding this matter. Thank you.

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.

I’m very sorry to hear you are dissatisfied with your most recent online shopping experience with American Eagle Outfitters. We are only able to cancel orders placed with standard shipping if you call us within one hour of submitting your order. Our team works very diligently to process orders for...

shipment as quickly as possible; because of this we are unable to cancel any orders placed with expedited shipping, which is why our representative was unable to cancel your order when you called. I did ask our technical team to review your complete path to checkout, as any glitches regarding order placement are a serious concern. They did provide me with complete details showing the progression to checkout and final order placement, which includes clicking the “Place Order” tab at checkout. If you do not wish to keep this purchase, you may return the merchandise to your local store, or you may contact us at ###-###-#### (24/7) and we can issue a prepaid return label for you to send the merchandise back to ae.com. Should you choose to return the merchandise by mail; please be sure to retain the tracking information provided on the label for your records. Thank you.

so will you please help me out now that PayPal denied the claim.

We apologize for the issues you had with your return. It looks like PayPal originally only showed one item as refunded, but we have confirmed that you have been refunded for both items. Please allow three to seven business days to see your refunds reflected in your account. We apologize for the...

inconvenience. Thank you for contacting American Eagle Outfitters.

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]

Hello, I’m sorry you did not receive your package from order [redacted]. I have issued a refund for the missing items. Please allow 3-7 business days for the refund to post to your account. We do ask you to consider shipping to an alternate address in the future, as AEO will no longer be liable for...

shipments confirmed delivered to this address.

Hello, I’m sorry for your experience with this order. I have issued a full refund. A new gift card will be mailed to you and the difference will be refunded to your debit/credit card in 5-7 business days. Please note we will not be able to issue a refund for any future orders not received at this...

address that are confirmed delivered by our carriers.

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.

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.

Hello, I’m very sorry to hear about your in store experience regarding this gift card. I do see that you contacted our corporate office on 1/11/17 and 1/12/17. According to the records of your call, our teammate did verify the funds were still available on the gift card and offered to transfer the...

balance to a new gift card and mail that out for you, however you were unwilling to provide an address to send the gift card. The statement was made to our corporate teammate that you have contacted the police and would prefer to take us to court rather than receive a new gift card. We have tried to correct this for you, but since you will not help us to help you, there is nothing more we can do at this time. AEO will not compensate you for $1000 in this matter. If you would like to contact our corporate office and provide an address where we may send the $40 gift card, we will be happy to resolve this.

Mr. [redacted] also sent an email to our Board of Directors on December 18, 2016, which was forwarded to me for resolution on December 19, 2016. I issued a refund to Mr. [redacted]'s original order due to the package being lost in transit and sent an email to Mr. [redacted] to apologize for his...

experience and asked him to please contact me for assistance with new order placement. Mr. [redacted] called me the afternoon of December 19, 2016 and I replaced his order with the same promotional pricing and expedited shipping to ensure the package is received in time for Christmas. The package is currently in transit with an estimated delivery date of Wednesday, December 21, 2016, by the end of the day. I also advised Mr. [redacted] he may contact me directly should he need assistance in the future.

We apologize for the issues you have had with your orders and any misinformation you may have received. We have issued a refund for the first order [redacted], which you did not receive. Part of your refund will be received in a gift card. Please allow 2-3 weeks for this to be delivered. Please allow...

3-7 business days for the refund to your credit card to appear. Again, we apologize for the inconvenience.

We apologize for any confusion that occurred with your return. The store followed correct procedure in providing you with store credit, since the original method of payment was unavailable. Since you are not an American Eagle Outfitters customer, you may call us at our corporate office ###-###-####...

and we will gladly transfer the balance from your gift card to a debit, or credit, card. Any agent will be able to assist you in the matter, you may let them know that you were advised to call from a Revdex.com response. We apologize for any inconvenience. Thank you for contacting American Eagle Outfitters.

We apologize for the issues you have had with your order. You should definitely have received the free return label at this point, so we have mailed a new one to you. We also have credited your order for the jeans you never received. Unfortunately, we are not able to send out the incorrect item and...

you would need to place a new order for them. At this moment, the jeans you ordered are out of stock. However, we would be glad to offer a 20% discount and free second day shipping on any future order. You may call ###-###-#### (24 hours a day, 7 days a week) in order to obtain that discount. We sincerely apologize for the inconvenience. Thank you for contacting American Eagle Outfitters.

Hello, I'm very sorry to hear of your dissatisfaction with this online experience and delivery. A refund was issued for the sandals on 3/9/17. Refunds typically post in 3-7 business days, but may take up to two full billing cycles, depending on your financial institution and billing statement...

dates.

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]

Hello,I'm very sorry to hear of your dissatisfaction with the shirt you purchased. Please take the shirt, along with your receipt, to any AEO store for a full refund or exchange. If a debit or credit card was used for the purchase, please also have that with you for the refund. Otherwise, an AE gift...

card will be issued if the original method of payment is not present. If cash was used, you will receive a cash refund.

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.

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]