ComplaintsforAmerican Eagle Outfitters, Inc.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a shirt online for in-store pick up the next day but when I went to pick up the store had not received the order to process I’ve re-bought the shirt and contacted American Eagle online to cancel the order but never got a confirmation email that the order was canceled. The payment has already been pulled from my account and I have no confirmation of a refund I want my money back or I’m going to file a fraud complaint with the attorney generals office and with my bank

  Business response

  11/30/2021

  Hello,

  We apologize for your experience with this order. A cancellation request has been submitted, however, the cancellation will not be fully processed until the store receives and processes the order into their system. Anytime you place an order with us, your card is authorized for the purchase, but orders for in store pick up are paid at the time of pick up. The order is estimated to be delivered to the store on 12/02/21; once the cancellation has been processed the authorization hold will be removed from your card within 5-7 business days. 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order online for 5 items: 3 pants and 2 sweatshirts. I received only 1 sweatshirt and contacted American Eagle customer service for assistance. The call quality was so bad I could not hold a conversation so I disconnected. I chatted in to customer service hoping for a better assistance. After chatting in, the customer service agent just disappeared after he said he was working on my order and ultimately disconnected with no resolution. I decided to try and call and the call quality was super bad and she was breaking up so bad but she said she was working with a team to solve my problem. She transferred me to someone to assist me and I was just transferred back to the main queue where I was on hold for 15 minutes and the call disconnected. I just want my problem solved! Ship my missing items that I paid for please!!!!!! Order **********.

  Business response

  11/30/2021

  Hello,

  I'm very sorry for your experience when contacting our customer service team about your order. Our management will review all lines of communication you had with our team for quality and technical issues. A refund was issued on 11/24/21 for the four items you were missing in your order. A separate refund was also issued for your overnight shipping. You should have received two separate emails for the refunds. Refunds typically post within 5-7 business days from the date they are issued, but may take longer depending on your financial institution. 

  Customer response

  12/03/2021

  
  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

  11/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/09/2021 I went into the American eagle store to purchase a jacket. Before making my purchase I was asked by the associate if I wanted to apply for the AE rewards card. I agreed but before going through with the application I asked the employee if it would be a soft or hard inquiry. I was then told by her own manager that it would be a soft one so I proceeded. I was denied immediately. The next day I saw that the application came up as a hard inquiry on my credit report and my score is instantly lowered. A similar issue happened on 11/05/2020 that also affected my score. The associates refused to help in removing this. I don’t believe it’s fair for my credit to be dangled because of the incompetence of these employees. I am asking American Eagle to contact their bank synchrony to remove these inquiries as this could be considered fraud and is unauthorized use of my information. I would like to resolve this amicably before getting legal entities involved.

  Business response

  11/24/2021

  Hello,

  We apologize for your experience. I have forwarded your complaint to Synchrony Bank for review. They will provide a more detailed response to your complaint, as all lines of credit for AEO are owned and managed by Synchrony. AEO has no access to our customers' credit accounts. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never received my birthday reward for being a loyalty member. On 10/30/21, when I reached out to the company via chat, while in one of their stores she informed she would send me a coupon via email and it would take no more than 15 minutes to arrive via email. I waited in that store for over an hour with no email in sight. I purchased my items and left disappointed. I want to be refunded for the difference in the percent I was suppose to be receive for the birthday reward. I have been a member for years and it's unfair that one your program isn't sending out rewards and two being misled by customer service reps who are promising things that never happen. Here we are in November and that reward still has not shown up. I have my receipt with my purchase details for so that the refund difference to be applied.

  Business response

  11/24/2021

  Hello,

  I'm sorry if you did not receive your birthday reward, but it was issued as normal. All birthday rewards are issued on the first day of the birthday month and are valid for that month only. Your reward was issued on October 1 and has expired. Often times customers with gmail and hotmail accounts do not receive some of our emails due to settings on the account server, but all earned rewards are also loaded to your ae.com account so you can always check for them under the Real Rewards tab when you are signed in to your account. Unfortunately we cannot apply the reward to your previous purchase, but I have issued a new reward for you. 

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at the American eagle store purchasing 60 dollar jeans for my daughter. I was informed that I was pre-approved for credit with said store. I went through the process that was lacking information regardless of my requests verbally of what that was … 3 months later I paid three times as much for the purchase…I never received a card or information on payment in the mail..just texts that were confusing since I did not recognize anything due to nothing come in the mail. I paid the bill through text. Then asked via phone my credit, which was very low…if I was told at the store..I would of refused the card…since the credit is lower than a pair of jeans and a shirt from said store.

  Business response

  11/08/2021

  Hello,

  A client affairs specialist from Synchrony Bank has made several attempts to get in touch with you to offer assistance with resolving your account, but have been unsuccessful. They did advise that they corrected the payment history on your account and waived any fees that were assessed to your account. They also issued a refund check to you in the amount of the waived fees and sent a letter of confirmation to you detailing the actions they took on your account. If you need further assistance with your account, please contact Synchrony directly. 

   

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 5 pairs of jeans from American eagle and they got marked as delivered on the 26th, I was told to wait 3 days till the 29th, I did and they’re still not here. I’ve asked neighbors and everything. I chatted back with them to ask for my refund because 200$ on jeans is a lot and they denied my refund and told me to pretty much figure it out as there was nothing they can do. So now I have no jeans and no money.

  Business response

  11/08/2021

  Hello,

  Due to the fact that a refund was issued on your previous order for non-receipt with confirmed delivery to this address, we are unable to issue any future refunds for non-receipt of orders delivered to this address with confirmed delivery by our carriers. If you suspect theft may be occurring, we suggest shipping to an alternate location. We also recommend filing a complaint or claim directly with the carrier. 

  Customer response

  11/09/2021

  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 have contacted the carrier and was told to contact you guys for a refund as it was out of there hands. Maybe if you guys want to have carriers fix your mistakes get a better carrier. 
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *********

• Initial Complaint

  10/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a package (a gift) and it has been re-routed incorrectly by the shipping company lasership (which will be my next complaint) several times. A&E has offered absolutely no compensation or resolution or compensation for this issue. The shipping company they have chosen to use has ample complaints on and shows poor judgement and neglect by A&E for entrusting their packages with such a company.

  Business response

  10/26/2021

  Hello,

  We apologize for any delivery delays that have occurred with your order. All carriers may make mistakes with deliveries and unfortunately this is out of our control. A full refund was issued to your order on October 25. Please allow a minimum of 5-7 business days for the refund to post to your account. 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a paid of ripped jeans that have a tear in them that is not part of the aesthetic, I just want to return them. order ***********

  Business response

  10/25/2021

  Hello,

  I'm very sorry to hear of your disappointment with this purchase. Please feel free to return the merchandise with your receipt/online order confirmation to your local US or Canadian store for an exchange or credit, if your local store has reopened. Online purchases may be returned in store or to ae.com. Please visit our Help section for complete details of our current return policy. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a short from American Eagle in Jun,06 2021 and for my surprise that item was not delivered but the amount was charged to my credit card. AE claimed that they had problems with their delivery service. I called American Eagle several times and they promised to refund me the full amount (Short $39.90 + $10.00 express delivery service) in 5-7 business days, but that hasn't happened so far. I really like the American Eagle clothes but I'm very disappointed in their behavior. Reference: ************** ***** ******* ***********

  Business response

  10/22/2021

  Hello,

  Two separate refunds were issued to this order for the cost of the merchandise and the shipping charge on July 2, 2021. If you have not seen the refunds posted to your account, please check with your bank or credit card company. Refunds typically do post within 5-7 business days, but may take longer depending on the financial institution; however, it would not take 3 months. 

  Customer response

  10/22/2021

  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.
  
  Sorry but this is unacceptable. Credits and Debits made to the credit card occur automatically and it is not the credit card company or bank that decides whether the transaction should be approved. This is an exclusive relationship between customer and store. Of course excluding the limit that each customer has.
  I also agree that the refund should not take 3 months to be effective as long as it is actually done by American Eagle.
  I already called 2x on the phone ************** and they told me that the value should fall between 5-7 business days but so far nothing.
  This whole situation is regrettable. From the purchase, which was not delivered, and from the refund which does not occur.
  
  Regards,
  
  ***** ****

  Business response

  10/26/2021

  Hello,

  I have attached screenshots from your order confirming that the product and shipping were refunded on July 2 as previously stated. If you need further assistance with this refund, you will need to contact our corporate office at 1-888-307-3672 (M-F, 8-5 EST) with the credit or debit card you used for the purchase, as we do not keep that information visibly on file. Our team can contact our bank processor to confirm the refund if you still have not received it. 

*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. ↩