Complaints

This profile includes complaints for American Eagle Outfitters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Eagle Outfitters, Inc.

  77 Hot Metal St Pittsburgh, PA 15203-2382

• 

  American Eagle Outfitters

  306 W 47th St Kansas City, MO 64112-1613

• 

  American Eagle Outfitters, Inc.

  120 Washington Avenue Ext Albany, NY 12203-5368

• 

  American Eagle Outfitters, Inc.

  124 Southpark Ctr Strongsville, OH 44136

• 

  American Eagle Outfitters, Inc.

  PO Box 530933 Atlanta, GA 30353-0933

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER **********- purchased this item on 4/15/25 for *****. there order was supposed to be received by 4/24. days went by without any updates on the order. contacted cs via AE chat 4/21. agent advised message would be sent to the research **** regarding no updates on this order and I would get a response from research in ***** hours. On 4/23 at 2:23am I received an automated email from saying my order shipped. I checked the tracking via ***** ************ and it showed a label was created on 4/18 at 11:10 am from *****************************. I found it strange that if the order supposedly shipped on 4/18 why would I get a shipped notification on 4/23? I think the research department did this on purpose in order to charge my credit card. as of today I still never got any response back from research and the order still has not been received by *****. I also spoke to another agent who advised this was a clearance item and it more than likely out of stock, I dont know if the item is out of stock or stolen all I know is I dont have it and it was not been shipped out. AE customer service is terrible and im tired of speaking with cs. I want a refund for this order that never shipped out and I never received.

  Business Response

  Date: 05/02/2025

  Hello,
  Im sorry to hear of any delays your recent order experienced while processing. Your item was sourced from one of our store locations in **********, **, and when items are shipped from stores there is often a period of a few days between the order being assigned tracking information and when the carrier makes the initial scan in transit. This store created the shipping label and had the order packaged for shipment on 4/18 - the initial date on tracking - but the carrier did not scan the container as received and in transit until 4/25.
  When your incident was initially escalated they requested for our technical team to manually update the status to shipped, which is why your order was marked shipped on 4/23 but was actually in transit as of 4/25. Then once the order was in transit on 4/25 it proceeded through ****** network as intended, but encountered a weather delay on 4/30 due to severe weather and storms in the midwest, which is unfortunately our of our control. Delivery was then completed on 5/1 with a photo of the delivery location available on the tracking site.
  Additionally, when placing orders on our site we pre-authorize the payment method to ensure the funds are available, but nothing is fully charged until the order has been marked as shipped to ensure youre only being charged for available items. The date your incident was escalated and worked by our research team has no impact on when an order is charged, as orders are charged when they are marked as shipped.
  

  Customer Answer

  Date: 05/05/2025

  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.
  
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased four times from Aerie at the Galleria in *******. Two flowy shorts and, two skorts, On April 11th. I went back today to the same store on April 16th to exchange the flowy shorts for two more skorts. They would not honor the price that shows on their website. Instead made me pay the difference of $19.47. So, the skorts for me ended up being $35.97 each. Originally I paid $29.98 each. Original trans # is 7181 Exchange trans # is 7466 Store # is ***** Reg # is 002

  Business Response

  Date: 04/30/2025

  Im sorry to hear of any dissatisfaction occurring with the pricing of your in-store purchases. When processing an even exchange for the same items in a different size we are able to honor the same price originally paid, but since you returned two pairs of shorts and repurchased two new skorts in a different style, this would not be an even exchange. Additionally we are not able to honor any previous prices on new purchases, so the promotion/pricing you had on the 4/11 purchase was no longer active or applicable to the items on 4/16 when you purchased 2 more skorts.
  Lastly, if the online list price of an item is lower than in store we can honor this at checkout, but if there is an online only promotion our stores can honor this at their managements discretion; it sounds like there was an online specific promotion that was not able to be honor on the store transaction.
  
  

  Customer Answer

  Date: 04/30/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in January of 2025. When I requested a return on 2 pairs of shorts the form states im unable to return by mail and only return in store. My local store in *********** was closed at the time due to remodeling. My return slip clearly states there is no time limit on returns or exchanges. I went into the store on 04/14/2025 and was told I was outside of the return window and would need to contact customer support in which I did that same day. The customer care personel placed a ticket and said I would get a answer through email in which I received today denying my request for a override due to THEIR return slip stating no time limit. I called and spoke with a supervisor today who was RUDE and would not let me speak. He talked over me and would only recite the "new" policy. I am aware of the new policy but my return slip states otherwise and that should be upheld by american eagle. The way I was talked to was unacceptable by a supervisor. He was not willing to meet anywhere in the middle or offer a solution and then stated to me that my clothing could not even be exchanged for a different size now because of my frustration with him. I am a single mom fighting stage 4 breast cancer and this is the last thing anyone wants to deal with. If your documents state something then you need to stick with that. It is not my fault that your online policy states differently than your return slip. Why would anyone check the online policy when it is WRITTEN on the return form. I am a long time customer here for myself and my kids.

  Business Response

  Date: 04/30/2025

  Hello,
  Im sorry to hear of the trouble you had making this return. Upon reviewing the attached return slip, we advise that exchanges cannot be processed by mail, only in store as were unable to reship replacement items, so the return slip you generated to return by mail could have been used to mail the items back. I apologize if this was not clear.
  Since the label did have an error that showed no time limit to make returns were happy to help with a return for these items. A new prepaid return label was issued to your email that you used to mail these shorts back to us, which show as delivered to our warehouse yesterday 4/29. Please allow this team up about 1-2 weeks to process the return shipment and issue the associated refund - you shouldve received an email when the return was received, and another will be sent when its processed.
  
  

  Customer Answer

  Date: 04/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date: April 12, 2025 The amount: $41.70 The business committed to provide: 100% Happiness Promise Return Policy. The nature of the dispute: I tried to return and was told I was past the 30 day return policy and can only receive a store credit. Whether they tried to resolve the problem: No. They said it was nothing they could do. The register only lets them issue a store credit.

  Business Response

  Date: 04/24/2025

  I'm sorry to hear of any dissatisfaction occurring with our return policy and 30-day window for refunds to be issued. As stated in our return policy (***************************************************) items can be returned within 30 days from the purchase date (37 days for online orders to account for the initial shipping time) for a full refund back to the original payment method, or within 60/67 days for store credit. This order was placed on March 5th and would have needed to be returned or have the return initiated on our online portal by April 11th in order for the refund to be issued back to the credit card used, and because the return was made in store on the 38th day (April 12th) store credit is the only refund option.

  Customer Answer

  Date: 04/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** Chance

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February I in store picked up my online order of 2 jeans. They were too big, I lived 30 mins away from the store - I had my leg amputated 2 years ago and I now struggle with mobility which is why on 4/5/25 (a month & change later, this is the only reason theres no prompt return initially) I initiated a return / exchange for the 2 pants.. today, I drove 35 mins to the mall with my return slips, walked across the large mall to the American eagle store and was treated so awful. Denied a return OR exchange even though I had the receipt and return slip from ** email directly with instructions on the return.. they shoo me off and embarrassed me for not having the original tag attached to the item still.. NO WHERE DIDNIT SAY I NEEDED THE ORIGINAL TAG ATTACHED TO EXCHANGE OR RETURN. I tried to show the employee nowhere did it say this? She screamed at me and made me cry, I tried to explain that I am handicap and its not easy to get to the store and I was so so upset. I was out of breath and full of tears when. I called CUSTOMER SERVICE phone # and was shamed again. I warn everyone to stay away from this place. please see that none of the emails or papers or info I got said 1 thing about items requiring a tag to be treated like a human being. Corporate greed

  Business Response

  Date: 04/24/2025

  I'm sorry to hear of the poor experience you had recently at our ******************* store trying to exchange these jeans. As stated in our return policy (***************************************************) all items are required to have tags attached in order for a return or exchange to be processed, so while you were able to process a store return slip within the 60 day return window, the items would still be required to have tags attached in order for a return to be processed. Regardless, we apologize that the store associates you worked with were not more kind or accommodating. We want all guests who visit our stores to feel welcomed and appreciated, and it's disappointing to hear this was not how your visit went. District & regional management for this store are aware of your concerns and experience, and will be looking into this further internally to ensure this store is providing the level of service we expect.
  As a one time courtesy we've issued a refund via store credit for these jeans that you weren't able to return, and two e-gift card will be issued for these two items. 

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My items were damaged in the mail and I would like a full refund to include my ***** in rewards also that were used towards the purchase. I highlighted the reward of ***** that was used toward the purchase

  Business Response

  Date: 04/17/2025

  Hello,
  I apologize that your recent shipment was damaged in transit. A member of our team emailed a prepaid return label that can be used to mail this order back for a refund, and once the full order is returned to our warehouse the items will be refunded and the $20 Real Reward will be replaced to your account. Alternatively, these two items can be returned to an AE or Aerie store near you, and once returned customer service will be able to replace the Reward - please contact us at ************** if the items are returned in store so our customer care team can review and replace this Reward.
  
  

  Customer Answer

  Date: 04/17/2025

  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.
  
  

  You don't need to return damaged items to receive a refund from the seller or the **** if the damage is due to mishandling or other factors outside your control. 
  I also took the items **** to try to file a claim which was denied due to lack of insurance on it and informed them of the damage as well to the package and items and was told that I cannot file a claim due to lack of insurance by the seller.  

   

  Regards,
  
  ***** *********

   

  Business Response

  Date: 04/24/2025

  I apologize for any frustration our options to assist may be causing. As advised these items will need to be returned for a refund to be issued. We have previously issued several refunds for lost orders, missing items, damaged items, etc., and as such any damaged items will need to be returned to our warehouse or in store to have a refund issued and the Reward replaced. If returning in store the associates can help exchange for new, undamaged items, or if returning by mail you can call in to ************** for a phone agent's assistance ordering these items.

• Initial Complaint

  Date:04/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a complaint against American Eagle Real Rewards Credit regarding ongoing issues that have negatively impacted my credit score and financial ************ December 2024, I made a payment of $182 on December 15th, well before the due date of December 22nd. However, on December 26th, I discovered that my payment had been returned due to an issue with the account information, despite the funds being withdrawn from my account. After speaking with a representative, I was assured the payment was received and that no penalties would be applied.I only discovered on April 4th, 2025, that interest charges and fees had been applied to my account. A $4 interest fee was charged in January, and since then, the fee has increased by $2 each month. Additionally, my account was closed on March 1st, 2025, without prior communication, causing my credit score to drop from the 700s to 640.When I attempted to dispute the charges, my request was denied. I called the company and was informed I needed to pay the interest and fees, and that the company would review the recorded calls to determine if I would be refunded. This is an unreasonable solution given the circumstances.I believe I should not be held responsible for these charges, as they stem from the companys failure to process my payment correctly. I am requesting the following:Removal of all interest charges and fees.Reopening of my account or allowing me to resume regular activity.Correction of my credit report to reflect accurate information.I would appreciate your prompt assistance in resolving this matter.Thank you for your time and attention.Sincerely,****** ****** ************

  Business Response

  Date: 04/09/2025

  I'm very sorry to hear of the issues you've had with your AE Real Rewards credit card. All of these credit cards are owned and operated by ******************* who would have charged these fees/interest, closed your account, and reported to the credit bureaus, so you will need to continue working with them directly for further assistance with this matter. Unfortunately ** employees have no access into these credit accounts or systems, and I apologize that we're not able to provide more assistance. ******************* can be reached by telephone at **************, or they have a live chat available at *******************************************.

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 2/16/2025 Reached out to customer service on 4/3 and 4/********* the next level super high waisted jeggings. Website states "holds its shape." Jeans start to stretch and bag out after 15 minutes of wear. Thus falsely advertised. They fit initially when trying on. Therefore I washed them (as told to do by AE) and removed tags. Wore them, and they are impossible to wear for more than 15 minutes because of how much they do NOT hold their shape. Being given the runaround because they have been "washed and worn and tags removed." The thing is, there is not a way to learn the product is defective without wearing them. Simply trying them on does not give insight into how they will stand the test of wear. If they are not defective, then they are simply falsely advertised, which is just as offensive to the customer. I would like a full refund to the original payment method and a paid shipping label with no restocking fee to return the jeans. Also please note I received poor customer service from chat representative *******, who was unwilling to truly assist me.

  Business Response

  Date: 04/15/2025

  Im sorry to hear of any dissatisfaction occurring with these jeggings you recently purchased, and with our return policy requirements. A refund was issued for your item on April 6th, processing $26.19 back to the Mastercard ending in 8585 - this should have posted to your account within 5-7 business days.
  In the future our return policy and all requirements must be adhered to for items to be returned or exchanged, so any items that have been washed, worn, or no longer have tags attached will not be able to be returned. Full details of our return policy can be found at the following link if youd like to review: ***************************************************.
  

• Initial Complaint

  Date:04/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 3/21/2025 for $163.80. When I saw the order was delivered, I noticed that I accidentally sent it to my former address in ******, ** rather than my SD address. I explained this to them and they said, because they helped me with a missing package back in 2020, they could not help me with this one. I have never abused the policy and I wasnt even looking for my money back, just to receive the items. I would understand if this was a frequent occurrence but I have been a loyal customer for years and thought their customer service was much better. I also cant imagine Im the only customer who has ever sent an item to the wrong address. On top of that, when I was emailing customer service, they rejected my email responses so I could no longer communicate with them. Terrible customer service with a ridiculous 1 time refund policy that was never mentioned anywhere.

  Business Response

  Date: 04/12/2025

  If your order was shipped to the wrong address, please understand that *** is not responsible for incorrect shipping information. Customers are responsible for ensuring that the correct shipping address is entered before placing an order. Both the order confirmation page and email confirm the shipping address that was selected, and if changes or cancellations need to be made you can do so within 60 minutes of placing the order. We recommend that you always review the order confirmation page and email to verify that all information is correct and make any necessary changes within the allotted time. 
  We are not able to issue a refund for this order, and our system does not permit items to be reshipped without a new order being placed. I emailed a coupon that includes free shipping if you would like to place a new order for any items.
  

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with American Eagle Outfitters on 3/25/25. It was for 3 items; a pair of jeans, a t-shirt, and a bra. The order shipped and when I received it the package only had 2 of the items in it - it was missing the bra. I reached out to the company about the problem. They told me that I had made a "complaint" in January 2025 for an item that I purchased being received broken (a necklace) at which time they did refund me. They are telling me that their policy is that they are only able to offer a refund/credit once for this "sort of issue" and as they have issued it in the past (the January item) they will not reimburse or replace me for the missing item this time. That is absolutely ridiculous. I don't see how it is the consumer's fault/problem that a company sent me a broken item (necklace) in January and then failed to ship an item for my recent order. I want a refund or the item that I paid for.

  Business Response

  Date: 04/09/2025

  Im sorry to hear an item was missing from your recent order. We previously issued a refund on January 10th, 2025 for a bodysuit that was marked as delivered but you claimed did not arrive, for order #**********, which refunded $14.01 to an AE **** ending in 8445. As a one time courtesy Im happy to issue a second refund for the bra that you did not receive, but in the future American Eagle is not responsible for any packages that may be lost or stolen after delivery has been completed, or for orders with missing items that were marked as shipped. Please allow about 5-7 business days for this refund of $18.58 to process back to the same ****.

  Customer Answer

  Date: 04/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******