ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I had an order that just arrived today for a pair of jeans order no. 0182804981. I got them out of the packaging and I am not impressed with the quality. There is white spots throughout almost looks like bleaching, a spot where the stitching is frayed, and a spot that looks like the threading is messed up.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on 08/25. On 08/29 part of it showed as delivered so I messaged them. I was told I needed to wait 48 hours before anything could be done. I waited but the next day the second half was shown as delivered to the same location. There's a photo on the tracking but it's not of my home. I checked my cameras footage and didn't see any delivery drivers, checked all around my property, walked past my neighbors to see if I saw a similar area which I did not, and even called FedEx about it but they said I need to reach out to American Eagle. American Eagle refused to do anything and said to contact FedEx so it's just going back and forth. I can provide anything needed such as photos of my home and camera logs.

  Business response

  09/12/2024

  Hello,
  
  I'm very sorry to hear that you did not receive your order or that it was delivered to the wrong address. Unfortunately we are not able to issue a refund for this order because we have issued a refund for a previous order ************ that was confirmed as delivered but was not received. AEO offers a one time courtesy refund in this situation. Since a courtesy refund was issued for a previous order, we are unable to issue a refund for this, or any future orders that have been confirmed as delivered by the carrier. We recommend filing a claim with FedEx directly. There is a link to report a missing package directly through the FedEx tracking link for your shipment, which is located directly below the delivery photo. You may need to submit two claims since the order was split into two shipments, with deliveries occurring on 08/29/24 and 08/30/24. 

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had returned my items in store however Klarna is not finding that it was returned and still charging me. And says I should reach out to the store about this situation. It's been charging $43.28 and the three pants were returned July 12

  Business response

  09/04/2024

  Hello,

  I'm sorry for any issues you have experienced in regards to your refund. We accept Afterpay, but Klarna is not an accepted method of payment. I understand that you can shop our site through their app, but their payment system is not supported on our site. You can visit this link in our Help section to view all accepted forms of payment- *****************************************************

  Your order shows that the payment was a Visa. PayPal, Afterpay, Apple Pay, etc. also show up in our system as those respected payment methods so we can easily differentiate each payment processing service. As you did complete your return in store, the funds are typically released back to your debit or credit card within 5-7 business days, so payment plans do continue as your payment plan stipulates. However, since Klarna is not a supported method of payment on our site and if you placed your order on our site through Klarna's site or app, you will need to contact Klarna directly as I do not know how they are extracting payments from you. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I have not received order ********** and I was told I would receive a refund Please issue my promised refund for my missing parcel

  Business response

  09/04/2024

  Hello,

  A refund was issued on 09/03/24. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution. This order did include a delivery photo and the weight of the shipment matched the initial weight at the location of origin when the order was fulfilled. As we have issued several refunds for orders that have been delivered but not received, or orders that were missing items, we will no longer issue any future refunds for these types of orders. If you suspect theft is an issue in your neighborhood, we strongly recommend utilizing our ship to store option instead of shipping to your home. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  August 18, 2014 was my order date for the amount of $240 and some cents. I did a payment plan with afterpay. My payment went through. American Eagle used FedEx as a delivery service method and they delivered to the wrong house. I have proof and ive contacted both American Eagle and fedex and they just throw me around to each other. I get scammed out on paying $240 for items I don’t have. Now American Eagle doesn’t want to refund me either.

  Customer response

  08/29/2024

  I bought from American Eagle they used FedEx as their delivery method. FedEx delivered to the wrong house and I've been disputing the fact that it was delivered to wrong house. They still want me to pay for the items I don't have and they will not replace the items either. I don't see why I should pay for things I don't have.
  

  Business response

  09/12/2024

  Hello,

  I'm very sorry to hear that you did not receive your order or that it was delivered to the wrong address. Unfortunately we are not able to issue a refund for this order because we have issued a refund for a previous order that was confirmed as delivered but was not received. AEO offers a one time courtesy refund in this situation. Since a courtesy refund was issued for a previous order, we are unable to issue a refund for this, or any future orders that have been confirmed as delivered by the carrier. We recommend filing a claim with FedEx directly. There is a link to report a missing package directly through the FedEx tracking link for your shipment, which is located directly below the delivery photo. 

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I am paying for things that are not in my possession and I understand that the company offers a one time "courtesy" refund or replacement of the items ordered. However California is expensive as it is and for my to give my money away for free is not okay. I have contacted FedEX and they say the same thing, to file a claim with AEO. Now, when I contact AEO for that they say is that they will "look into it" and say to contact FedEX. Which at this point I am back and forth with both the merchant and the shipping company. So. I'm giving $200+ away for free and yet I have to manage to keep food on my table?]
  
  Regards,
  
  ******* * *******

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently placed an order *********** This is the 2nd order processed within a week. This order was shipped to an old address that I have not lived at in almost 4 years. The agents could not confirm how this address was selected as the shipping address. The agents advised they are unable to contact the shipper to request a reroute to my current address. They advised, they can only contact the shipper in certain circumstances and my concerns with this order does not meet those qualifications. To me, a company that does not treat every customer’s concerns with priority and equally is mind blowing.

  Business response

  08/23/2024

  Hello,

  I'm very sorry for the issues that occurred with this order. The billing and shipping address were the same, so it's possible that your old address was still saved on your account as the default address and you did not notice until after you placed your order. We do offer a self cancellation and address edit feature that can be completed within one hour of order placement for any orders that are placed with standard shipping. These options are presented on the order confirmation screen and within the order confirmation email. Orders placed with expedited shipping or Shoprunner cannot be modified or cancelled. 

  Our customer service team does not have the ability to make outgoing calls, which is why they were unable to contact the carrier for you to try to get the shipment rerouted. Most times the carriers are not accommodating with this even when our corporate customer care team contacts them directly, which is why this is not a service that we offer as a resolution in this type of situation.

  A refund was issued for non-receipt of this order on 08/20/24. You should have received two separate confirmation emails, one for the merchandise refund and one for your shipping refund. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution. Since you used Afterpay on this order, they should have sent you an email with an updated payment schedule or refund information as well. 

  As a precaution to ensure your address is correct for all orders going forward, I would recommend to log in to your ae.com account and go to Account Settings, then scroll all the way down to the bottom to confirm any saved addresses you have on your account. You can remove any old or unused addresses and update your default address if you wish. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a purchase on July 24, 2024 for 157.49 System shut down during submitting payment. She assured me that payment didn’t go thru. For the inconvenience of wait for system to reboot they gave me a 10% discount so the second charge was for $141.74. I was charged for both

  Business response

  08/19/2024

  Hello,

  I'm very sorry that you were double charged for your purchase due to a technical error with our POS systems when you were checking out. I'm happy to help correct this, but I do need more information. Can you please send a screenshot of your receipt for the purchase? If you do not have the receipt, can you please provide the store name and location, including the city and state, as well as the approximate time that you checked out on July 24? This information will help me to locate the transactions in our internal system. I look forward to hearing back from you. 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order for my son’s school clothes on 7/31/24 and the order says it was delivered on 8/7/24 but I did not receive the order. I contacted AE customer service via chat support and they were not able to resolve my issue. I explained I have video cameras on my property annd there were packages delivered. The representative stated I had a similar issue with a package in December of 2023 and they will not give me another refund or resolve this issue, they suggested I place an additional order which I will have to pay for AGAIN. I attempted to call a supervisor who stated they will not provide a replacement or refund for the order not being delivered because I had a package in December 2023 that was not delivered and they gave me a courtesy credit then. I have ordered from this company multiple times since then without any issues and now they are refusing to assist me in the matter. I am a single mother who cannot afford to just place another order as they keep telling me, I placed the order once and paid for it and the carrier they chose did not deliver my package. I have security cameras on my front porch and I was home the entire day that they state it was delivered. I received no packages and there is no footage of any deliveries that day. I am dumbfounded with how this company treats their customers and we are punished for their carrier not delivering our items. This insane and I want my money back!

  Business response

  08/16/2024

  Hello,

  I'm sorry to hear that you may not have received this order. As our team has stated, we did issue a refund for non-receipt of a large order in January so we are unable to issue any further refunds for any orders that may not be received but have been confirmed as delivered by our carriers. The tracking for this shipment and the previous one that we did refund both include delivery photos in the tracking. I would recommend filing a claim with FedEx for this current order. 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bough Jeans from Cary crossroad store which I always go too because it’s close to my office and the quality was really bad I go to the store with the receipt to change it and tha manager was so rude and tell me we can’t change it you need to call the customer service and she told me they change the police just today and she was very rude and I ask her why you so rude she told me it’s very hot I really felt disrespected than I call the customer services to complain no one contacted me now it’s about 3 week. This is not acceptable as much money I spend in this place and this manager always very rude I decide not to go to this store anymore

  Business response

  08/19/2024

  Hello,

  I'm very sorry to hear that your recent visit to our Crossroads Plaza Outlets AE store was not a positive experience. We strive to create a welcoming environment in all of our stores, while providing friendly, helpful and attentive service. I'm very sorry this was not the experience you had when you went to this store to return or exchange your jeans.

  Our return policy did change on July 24, 2024, but any purchases made prior to that date still fall under the terms of our previous return policy. Please note that all returns are still subject to review, however, if you would like to send a photo showing the damage you mentioned, as well as a copy of your receipt, I'm happy to review to see how I may assist you further in resolving this matter. 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a cardigan on July 27th && have yet to receive any updates or my cardigan, customer service has refused to refund me money due to having me wait and give the shipping company time. It is 14 days already without any updates which i have proof of. Every email they send me is telling me to wait before they can refund me my money. 14 days of no updates, I DESERVE MY REFUND FOR THE MISSING CARDIGAN!

  Business response

  08/16/2024

  Hello,

  I'm very sorry for the delivery issues that occurred with your order. Unfortunately we are seeing delays with many carriers and they are not updating tracking information when they have taken possession of a shipment and it is progressing through their facilities for final delivery. The tracking for a majority of these shipments is updated and they are delivered successfully, which is why we have to allow 14 days from the last tracking update before we can consider the shipment to be lost. 

  As FedEx has not updated the tracking information since this item was processed for shipment, a refund was issued on August 11. You should have received a return confirmation email from ae.com and an email from Afterpay with details of your updated payment schedule and any refunds they may owe you based on your payment schedule. I've also emailed you a discount code that includes free two day shipping on a future order. Please check your spam/junk folder if you do not receive it to your inbox. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩