ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an item within the American Eagle return policy. This return was accepted. The refund was supposedly issued to the original form of payment, ********. ******** states that they have rejected the refund because all installments were already paid. American Eagle says this is not their problem. Both entities have placed the consumer in a place of mediation as each company blames the other. The refund amount is $24.50. I would think that for less than $25, American Eagle would provide a much higher level of customer service, as ********************************************* chose to engage AfterPay with their business. I am requesting a refund, store credit, OR return of the returned item as American Eagle is now in possession of property I still own.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amount Paid: $99.91 Despite the fact that I placed this order and was charged for it, I have not received the items. I have made multiple attempts to contact American Eagle to resolve this matter but have not received any response or ************* has been [insert number of months] since the order was placed, and I have yet to receive my merchandise. I am seeking a full refund for the total amount of $99.91, as the company has failed to fulfill their obligation to deliver the items.I kindly request your assistance in mediating this issue to ensure that I receive a full refund for order #*********.Thank you for your attention to this complaint. I look forward to a timely resolution.

  Business response

  09/27/2024

  Hello,

  I'm sorry to hear that you may not have received this order. The ***** tracking, 785222910997, indicates that this order was delivered as addressed on Saturday, 10/21/23 at 12:29 PM. There is only one communication in our system, which was not related to this order. It was a request for a price match for a different order that you placed, order ********** . Due to the fact that ***** did confirm delivery on the shipment and the amount of time that has passed since the order was placed, we are not able to issue any refunds for this order. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a e-gift card on September 15th it is now September 17th and the e-gift card has still not been received. This is completely unacceptable!!! I tried to have it canceled and my money refunded and I am told that they cannot do that. I have to wait another ***** hours for the resolution team to look into this. Again totally unacceptable!!!

  Business response

  09/19/2024

  Hello,

  I'm very sorry for the processing delay with your order. The gift card was shipped to the recipient on 09/18/2024 via a third party service, e-gifter. The recipient would need to click the link in the email to claim the gift card before they can redeem it. If you need any additional assistance, our live chat and phone lines are available seven days a week to assist you. 

• 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

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order online during the Labor Day sale. I have done pick up at other stores and thought this would be simple. I got a message a day after I ordered that only part of my order was ready so I figured I would wait until it was all ready. I called by the ready by date and the girl at the store said it hadnt shipped ****** I just said Ill wait to get that email. No email came but I got one to review all my items.i decided to go in today and the girl who helped me was sweet but her manager was clueless. All 3 items were ready but I ordered 4. The managers response was that it was still shipping to the store, well an email would have been nice. Upset that I waited long enough in the store I just bought the skirt at the store. I paid sale price for the skirt online and ended up paying full price in store. I called customer service and they werent any help. I would like a credit of ***** since I bought it at sale price and it wasnt there by the due date and that isnt my fault. In the amount I am including the full price of the skirt with the original amount I paid.

  Business response

  09/27/2024

  Hello,

  I'm very sorry for your disappointment with this order placed for pickup at our **************************************************** store location. Your phone number was missing from your Real Rewards account profile, so the separate purchase for the skirt was not posted to your account. I have updated your account profile so going forward all purchases will be posted to your account when you provide your phone number in store. If you can please send a screenshot of your receipt for the purchase of the skirt, I am happy to review and issue a price match refund in the form of an electronic gift card, if applicable. 

  Customer response

  09/28/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with american eagle on August 3, 2024 (order # **********). When I was notified my order had shipped, i noticed it was shipping to an incorrect address, an address i havent lived at in almost 10 years. I contacted ** multiple times prior to delivery asking them to update the address and was told there was nothing they could do, but hope that complete strangers would return my order to be reshipped. When that didnt happen, i was told i had to wait 72 hrs to receive a refund. I waited 72 hours, and was told ** could not solve this issue, i had to file claim with shippers. Both claims were denied bc they delivered to the address provided. After reaching back out to **, they had to escalate the issue again and was told to wait 72 hours and again no response. I have contacted their customer service over 10 times and i still have not received a refund for almost $300 worth of merchandise. It is clear, that when the item shipped my delivered address was updated in the ** system to an old address and theyre unwilling to give me a refund.

  Business response

  09/27/2024

  Hello,

  I'm sorry that your order was delivered to a residence in which you no longer reside. Upon reviewing this order, the billing and shipping addresses entered were the same. We do show orders that you placed in 2019 also shipped to this address, so most likely this address was not removed from your ****** account profile when you moved. You can update all current shipping addresses on your ****** account under Account Settings and can select your preferred default shipping address as well. 

  *** offers a one time courtesy refund for orders that are delivered but may not be received. A full refund was issued on 09/19 and you should have received a return confirmation email at that time. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution or preferred method of payment that was used on the order. We strongly recommend double checking all information at checkout before submitting any future orders because we will not be able to issue any refunds for orders that are confirmed as delivered by our carriers, but may not be received. If you need additional assistance, please contact our customer service team via email, live chat or phone. 

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning In regards to Order #********** and 3 other Orders, So, when I am placing my orders, I have been told that I am a Bulk Buyer or Reseller, at the *********************** location by the Store Manager who then proceeded to tell me that she was told not to sell anything else to me as I am a Bulk Buyer. when I asked for clarification on what that is I am told by the Store Manager that she was not too sure to where I asked her to call and verify. When she called her support team that it would be for an order of more than 75 items for the same style, color and size where this policy would come into effect. My orders most times in the store is not for that many to what I have explained to her and informed her of. I have a large family to do Christmas Shopping for. At this point she said if its not for Resale then you should not have any problems placing any orders with us going forward as I just confirm that you are not a Bulk Buyer, and that this policy does not apply to you.After placing orders where every time I feel like I have to justify to your employees which I feel is very uncomfortable as if I am stealing something or begging your company for something instead of spending my hard-earned money I worked hard for I am not too sure why your company has that atmosphere where they have to make their customers feels so uncomfortable. With my latest order that I went into the store and placed I was able to place it and paid for it and got my order confirmations assuming that my orders were on its way I received some emails yesterday Saturday September 14, *********************************************************** to confirmed what is going on I was told that the items were out of stocked when I pressed the issue saying that doesnt make any sense as the items are still available online for ordering and insisting on a manager I was told that my orders were cancelled due to the high volume that makes me seems like a reseller.

  Business response

  09/27/2024

  Hello,

  American Eagle Outfitters' online site sells products to retail consumers only, and the purchase of products for resale or export is against our company policy. *** reserves the right to immediately bar access to this Site and terminate the account of any user who violates this provision. More information on this policy can be found on pages 11 and 12 of the Terms of Use in the Help Section at ******. I have included the terms as listed on our site in this response. 

  By entering into any transaction through this Site, you warrant and represent that all information you provide is true and correct (including, without limitation your credit card information and billing address), that any credit card transactions submitted by you are authorized, and that you are the legal holder of any credit card or payment account used to enter into any transaction through this Site. If, in our sole discretion, we determine that (i) your means of payment is not valid, (ii) a transaction is not authorized, (iii) your means of payment cannot be processed or verified at the time of any charge, (iv) a charge is disputed for any reason other than failure by us to deliver the product purchased by you, (v) you have abused or misused promotions or promotion codes, or (vi) you have otherwise used this Site to enter into an improper transaction, we reserve the right to immediately terminate any pending transactions, suspend your access to this Site, and terminate all of our obligations hereunder.

  13. Returns & Resale of Product.
  Please visit our Return Policy for more information on acceptable returns. Additionally, this Site sells products to retail consumers only. You shall not use this Site to purchase products for resale or export. *** reserves the right to immediately bar access to this Site and terminate the account of any user who violates this provision.

  Customer response

  09/27/2024

  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.
  This response is a generic response that does not appropriately and adequately bring a resolution to my matter on hand. I believe that they can not label someone whatever they wish to and get away with it. They need to better define their terms that they are using when speaking about what they wish to control so that customers can better understand. On the other hand all my purchases are for Personal usage for Christmas Gifts stocking stuffers so this company has no basis in their treatment towards me and I demand that this mistreatment to stop. Thank you
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two-pairs of jeans online along with two other items. The jeans were one pair of black jeans and one blue ****... I received my order on Saturday 9/7 in the mail. Upon opening my order the jeans had three tags each; one tag along the right side of the **** waistband and two tags held by the thin plastic tag material next to the inside seam/tag of the **** (the waistband tag on both jeans when I received my order was already ripped/ half off the product). I thought I was keeping my jeans so I took my tags off (but kept them incase)... after trying my jeans on less than a day later I decided I needed a smaller size however, when taken to my local American Eagle store (******, **) I was told I cannot return my jeans or exchange for new size/fit in store as the tags are no longer attached. I started an online return the same day after visiting the store as I was told (in store) that I could return my jeans online even without tags. I wanted to ask about this new policy so I called customer service and spoke with a representative on 9/9/24 who told me that infcat "no i cannot return the jeans in store or online if the tags are not attached, and she would be making note on my order/return that I don't have tags attached" basically saying that now I cannot return these jeans at all. These jeans which have never been worn or washed and are 2-days "old" at this point and still have all of the original tags just not attached to the **** and two of which tags were barely attached when I got my order. so I am now stuck with a pair of jeans I cannot and will not wear as they do not fit correctly and At this point I got a "refund" in form of American Eagle instant credit (E-gift card) for $64.22 however after speaking with the representative who made note and told me "i'm no longer eligible to return in any regard" which basically means my credit card will now be charged $64.22 since I cannot return and I will be stuck with product I cannot use.

  Business response

  09/27/2024

  Hello,

  I'm very sorry for your experience with this order. Our return policy changed about two months ago and now requires all returns to be unworn, unwashed, with tags attached and all returns must be completed within 60 days. Complete details of our return policy can be found in our Help section. 

  Unfortunately since an instant credit was issued for the refund method, we are not able to cancel or modify this. The return tracking indicates that the items were delivered to our warehouse on 09/26. Since this has been processed and the instant credit was issued, the only solution I can offer is to make a new purchase. I apologize I'm not able to offer a more appealing resolution for you. 

• 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. 

*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. ↩