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. has 262 locations, listed below.

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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

  4202 Baldwin Rd Auburn Hills, MI 48326-1267

• 

  American Eagle Outfitters, Inc.

  PO Box 530933 Atlanta, GA 30353-0933

• 

  AMERICAN EAGLE OUTFITTERS

  11700 Princeton Pike Cincinnati, OH 45246-2535

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:12/07/2023

  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 Dec. 1 with 2 day shipping. I have received the majority of my order, but one item has not shipped yet. I was supposed to have it by Dec. 5. When I called AE, they told me that they show a label was printed on Dec. 1, but the item still is not in transit. I asked them to cancel the order and they advised that they can't do that for 14 days. They said it's an "internal policy". I asked where I could find that information that I agreed to that on the website, and they said it doesn't exist. Right now, AE is about to lose a long standing customer, because I am extremely frustrated with the "policy" I didn't agree to. CLEARLY the item is lost and never shipped and I just want my money back because it is going to arrive late. ***** ***********

  Business Response

  Date: 12/15/2023

  Hello,

  I'm so sorry for the delay in receiving your complete order. Unfortunately our system does not permit us to cancel items, or orders, once they have begun processing. We are only able to cancel if it is within one hour of order placement and standard shipping was selected. Order placed with expedited shipping or Shoprunner cannot be cancelled at all. 

  I'm not sure why FedEx took so long to receive or deliver this last item. The order was processed for shipment on 12/01, but the first update to indicate that FedEx had the package was not until 12/12, and shows it was delivered on 12/13. I have included a link to the tracking for your reference. ****************************************************************************************

  If you no longer need this, or any other items in your order, a prepaid return label is included. You can initiate an online return directly through the order in your online order history, or via the link in our Help section under Return Policy. Again I'm very sorry for any inconvenience or frustration you may have experienced due to this delay. 

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20973591, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I received the item, it was 2 weeks late and this is terrible customer service by AE. They have lost a customer.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:12/05/2023

  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 ordered two bras from their online website, and chose to pick up in store. Ended up only one of the item delivered and I picked up. I reached out to this company for 5 times, they haven’t solved the issue completely. I ended up agree to get a refund through a gift card for around $21, but I haven’t gotten any e-gift card as agreed between me and the customer service. I’m tired of going back and forth with this company. I am still waiting for my gift card.

  Business Response

  Date: 12/08/2023

  Hello,

  I'm very sorry for any delays that have occurred with your order. The tracking for the second item shows that it was delivered to the store on 11/22/23. I would recommend contacting the store directly at 516-248-9889 if you have not already done so. If there was an error with the delivery and they do not have the shipment, they can cancel the item for you. Once the item has been cancelled, the refund will be processed and a new gift card will be issued. I'm very sorry for any inconvenience or frustration in this matter. 

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20964524, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [i have reached out to the store and they said that the item was not received and their system is not showing up the missing item which they can’t issue refund from their end. Then I called the customer service phone number, the lady was confirmed that she would send me a refund of $20 and change, it doesn’t seem like she saved the record. That’s why you guys keep saying the item was delivered and asked me to reached out to the store for refund! I was like a ball to be played or kicked around between the EA store and this customer service. I need the refund through gift card. I have explained this numerous times and still waiting for you guys to send me the damn gift card. It’s not a big amount but the way your company in dealing with a customer is totally not acceptable and ignorant. ]
  
  Regards,
  
  **** *****

  Business Response

  Date: 12/20/2023

  Hello,

  Thank you for your response and additional details. I apologize for the misunderstand and miscommunication. The tracking does indicate that the bra was delivered to the store on November 22 so I presumed the store had received the item to complete your order. We have issued the electronic gift card to your email. I've also emailed you a discount code that includes free two day shipping to your home for a future order. Please check your spam/junk folder if you do not receive these emails to your inbox. 

  Customer Answer

  Date: 12/20/2023

  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.
  
  [if you just take a minute and call the store, they will tell you the package never received or show up in their record even tho you have the fedex tracking saying that it got delivered and received by a person I forgot the name. You just gave me a 5 bucks gift card and some discounts on purchasing another item. I don’t accept it. I am requesting a full refund of the missing item which is around $20. ]
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:12/04/2023

  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.

  I cancelled and order and still haven’t received a refund. I disputed the amount with my bank and then American Eagle reversed the dispute. I never received the item since I cancelled it within the allotted time frame.

  Business Response

  Date: 12/08/2023

  Hello,

  I'm very sorry for your experience with this order cancellation and not receiving your refund check as expected. We have issued the refund in the form of an electronic gift card. Please allow up to 24 hours to receive it via email. If I can help with anything else, please respond to this complaint. 

  Customer Answer

  Date: 12/08/2023

  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 want a refund of my money and not a store credit. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:12/02/2023

  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 purchased from online AE on Nov. 24. Items state they were shipped Nov 26. Charged $86.15 immediately. Estimated delivery was Nov 30. When I go to the tracking the shipping company reports they have not received the items from AE. I contacted AE and they report that it is the shipping company’s problem and not theirs. I can see this is a common problem. I was charged for items that have not left the warehouse or been shipped yet! My bank account should not be charged for items that I have not received or are not in transit.

  Business Response

  Date: 12/04/2023

  Hello,

  I'm very sorry for any delays that have occurred with your order, in processing or delivery. All carriers are experiencing delays and as such, may not be updating the tracking, even after they've retrieved the shipments from our distribution centers and they are in transit to their final destination. Due to this, we must allow 14 days from the last date the tracking was updated before we can consider a shipment to be lost. The tracking indicates your order was delivered today, 12/04/23. Here is a direct link for your tracking- *********************************************

  Anytime you place an order, your card is pre-authorized for the full amount of the order. Payment is not finalized until all items in the order have shipped. If the order is cancelled for any reason, the pending authorization hold is removed within 7 business days, but your financial institution may hold the funds up to 30 days. If individual items in the order are cancelled, your final payment is adjusted to reflect the cancellation. We apologize for any frustration or inconvenience this delay may have caused. 

• Initial Complaint

  Date:11/30/2023

  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 work from home and my order said it was delivered (it was not - I was receiving Black Friday orders all day yesterday from FedEx and UPS, yet Aerie's delivery company never showed - CDL?). I reached out when and provided them the tracking link and stated that I had no way of even reaching out to the shipping company to call them for more information or some sort of proof/photo so I could narrow down if it was even delivered in my neighborhood and they didn't give me anything and said I had to wait until today to reach out once the Aerie site also said it was delivered. Okay. So I reach out after both the tracking link and Aerie site said delivered and now I am told that I have to wait 72 hours after the notification to even reach out about my missing order. All I want is the items I ordered, I am pregnant and very little fit and was planning to bring these items on a trip this weekend but now I am told I cannot even reach out until Saturday about a reorder/refund/etc. She said I was welcome to "reorder" on my own "if the items are still in stock" - without even the Black Friday discount - and can deal with the refund at a later time. She didn't even offer contacting their shipping company they choose to use. I am very frustrated that they have my money and aren't rectifying the situation in any way whatsoever.

  Business Response

  Date: 12/08/2023

  Hello,

  I'm very sorry that you did not receive your order and for any conflicting information you received when contacting our live chat services for assistance. We must allow 72 hours from the indicated tracking date of delivery before we can issue a refund for non-receipt of the order. Often times the carriers may mark the tracking as delivered before they have completed the delivery, which is why we must allow this grace period. I apologize if that was not clearly explained and I will have our managers review the chat transcripts. 

  A refund was issued on 12/04/23; refunds typically post within 5-7 business days, but may take longer depending on your financial institution. In instances such as this, we are always happy to assist you with replacing and price matching your original order, as well as offering complimentary two day shipping where applicable. Our system does not permit us to resend merchandise which is why the order must be refunded and a new order placed. Our system designs do not permit our customer service team to make outbound calls, they can only accept inbound calls which is why we are unable to contact the carrier on your behalf. Again, I'm very sorry for your experience. If you would like to replace your order, our phone lines are open 24/7 at 1-888-232-4535 and our team is happy to help. 

• Initial Complaint

  Date:11/28/2023

  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.

  Everytime I make a return I click to be refunded to my original form of payment which is my personal credit card but everytime they receive my return they send me a gift card in the mail for the amount. When I reach out to make sure this doesn’t happen with my current return they say it’s already processing so they can’t do anything about it. Seems like they are scamming me and not giving back my money and only giving a gift card when I specifically asked for that not to happen

  Business Response

  Date: 12/08/2023

  Hello,

  I'm sorry for your disappointment with our current return policy. Orders are refunded to the original method of payment that is used on the order. When you are initiating a return through our online returns portal, you may have the option to select instant credit. If you choose this option, a gift card is issued as the refund so you can replace your order without having to wait for your return to be processed and receive the refund back to your debit or credit card.
  
  Order ********** shows that you did use PayPal as your method of payment, but selected instant credit when you initiated your return. You then redeemed that gift card on order *********** if you choose to complete any returns from this order, your refund will be in the manner of a gift card.
  
  For order ********** I see that you used the remaining balance of $1.18 on the gift card and the rest on your Mastercard. If you return any items from this order, a new gift card will be issued for $1.18 and the remaining amount will go back onto your Mastercard. I understand that you may have selected the refund to be processed to your original method of payment, but if that payment was a gift card, our system will always generate a new gift card. 

• Initial Complaint

  Date:11/28/2023

  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.

  On 10/25/23 I placed an online order****** ************* on 11/6/23 I went into my local American Eagle in York, PA at the York Galleria Mall to exchange 2 things for a smaller size. They did not have them in store so the employee said she will order it and it will be sent to my house. She did the exchange through my real rewards account because that is how she pulled my receipt up. She said the receipt would be emailed to me with the tracking #. I have never received the new items and have contacted customer service numerous times. They’ve had me call the store to try to retrieve information they need. The store manager has been lovely and trying to figure out a resolution but has found none. Customer service has sent multiple emails to different places and still no resolution. During one of my calls to customer service, they told me there was nothing they could do and I would have to accept the loss. Corporate has not reached out to me and form what I’ve been informed, they have been emailed about this.

  Business Response

  Date: 12/08/2023

  Hello,

  I'm very sorry for your frustration and that you never received your exchange order or receipt. We have not been able to locate the receipt in our system to confirm the transaction and your order does not show that any items were returned. Are you able to provide a screenshot from your bank or credit card statement from the date of the exchange purchase to confirm the amount of the new order? 

• Initial Complaint

  Date:11/24/2023

  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.

  Hello. I received my order, ************* extremely late from American Eagle. I needed the clothing quite quickly for a sporting event that I failed to make due to the delivery being delayed by American Eagle. They cancelled my original order and had me replace this one which made my event not happen for me. No problem, things happen, I had to return all the items in the order. The representative I was speaking to when I called to try and get this returned originally called me a scammer because it was "unusual for someone to return all the items in my order". Though I persisted and asked for a supervisor because I have been shopping at american eagle for decades and to be called a scammer is quite a shame. The supervisor gave me a free return label to use at my dispense and said CALL FOR A REFUND WHEN THE RETURN IS DELIVERED AS A ONE TIME COURTESY. Which was excellent! A great retribution for such bullcrap. The return gets dropped off with a delivery date of Wednesday which was good. Wednesday comes, it's delivered, I no longer have the items or my money, I call in, and they say no refund because I didn't send back the item!!! What gives!! I keep calling and they say look we don't have any history with you, you seem shady, we cannot issue you a refund for this return and just hang up. Now I can't call the customer service as soon as I give the order number I get hung up on. What a great customer service!

  Business Response

  Date: 12/08/2023

  Hello,

  I'm very sorry for your disappointment with this order and experience with our team. Please know that I will have our management review all related communications and appropriate coaching will be provided. Your order was refunded on December 6. 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. I'm very sorry for any frustration or inconvenience this experience and delay may have caused. 

  Customer Answer

  Date: 12/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:11/18/2023

  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 received my package, but was missing two items that I had ordered. I first contacted the customer service agent via chat and was told I would receive a partial refund for the missing items, which I am enclosing as evidence the missing items and amount. I then contacted them via email as I never received the refund and they responded that they are not refunding me because of order history. I haven’t ordered anything recently that was refunded ? I had an issue about a year ago with an order but this is not right. They never put the items in the package and taking it out on the customer. I have read several other complaints of them doing this to others and i which is not right. We have rights as a consumer and if we don’t receive items, we have the right to a full refund .

  Business Response

  Date: 12/04/2023

  Hello,

  I'm very sorry for your recent experience with this order and that you did not receive your complete shipment. A refund for four items was issued on 11/22/23. You should have received a return confirmation at the time the return/refund was processed. Refunds typically post back to your debit or credit card within 5-7 business days, but may take longer depending on your financial institution. I will also have our management review all communications related to this order for coaching purposes. 

  Customer Answer

  Date: 12/04/2023

  From: ****** ********* *****************************>
  Date: Sat, Dec 2, 2023 at 11:58 AM
  Subject: AE complaint
  To: <[email protected]>
  
  
  I have decided to close the complaint, as I have spoken to someone about the issues and the account refunded and also received an email today that the account is being closed  as I requested. Thank you.
  Sent from my iPad

• Initial Complaint

  Date:11/18/2023

  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.

  I placed order *********** and chatted with customer service literally two minutes after placing the order to request cancellation as I had a medical emergency. I was told by the agent named Maegyn that I would not be charged and would get an email within 24-48 hours. Despite this, I was sent an email on 11/17 stating the order had shipped. I was extremely busy in the hospital, thus I was not able to catch this email and when I finally checked my email, it marked the order as delivered. I contacted American Eagle immediately and was immediately declined assistance since it was marked as delivered by the carrier UDS and they kept denying my request for a refund due to "order history" despite me supplying my actual bank statement showing only ONE transaction made to American Eagle. I contacted UDS who was able to provide me with an issue number as they were unable to retrieve the package and advised me to contact the shipper, American Eagle, to proceed with filing a claim. I called corporate and spoke to Taylor. She was extremely dismissive, rude, and had an extreme attitude from the getgo. When I asked who her higher up, she called herself the "top dog" and told me "you can file a dispute with your bank." I requested the contact information for their complaints team and she laughed and hung up. I want my refund and I have never been more disgusted with a company in my entire life.

  Business Response

  Date: 12/04/2023

  Hello,

  I'm very sorry for your experience with this order. Orders placed with Shoprunner, second day and overnight shipping cannot be cancelled. I do apologize for any misinformation you may have been provided with and will have our management review all communications related to this order. You can return the items to your local store or send them back to ae.com for a full refund. Complete details of our current return policy can be found in our Help section. We do not have a set time limit on returns with your order confirmation or in store receipt, so please don't worry about that while you are tending to yourself or your family. 

  Customer Answer

  Date: 12/04/2023

  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 

  I have not received my full refund including the $30 shipping charge.I want my refund or I am involving my bank. 
  
  Regards,
  
  ***** ***