Customer Service Scoreboard
Two months ago my grandma had bought me 4 pairs of khakis for my birthday, and since then they have all got a rip in the but right by the pocket on each side I'm a male I got the flexed pants and even got a size to big because this has happened before. The money wasted on these pants is crazy I have no receipt on me as I didn't by them and didn't expect this. Need some answers for this problem I've seen a few comments with the same problem
I bought my first pair of American Eagle jeans in Jan 2019. After just a month of wearing them a huge hole ripped right in the Butt. I don't have a receipt to exchange them though. I feel like for a $65 pair of jeans they should last a lot longer. Any advice on possibly getting an exchange? They are still in new condition as I only wore them maybe 3 times.
If you purchase via a gift card online try to return to store or they will rip you off a good amount of your refund by MAILING back to you a physical gift card. I mailed back items and received an email saying my refund total was $68. That email was followed by another email that said I was receiving a gift card in the mail for $52... where did $16 of those dollars go?! This is the second time this has happened to me, I wrote to them the first time and said I wanted the next refund gift card digitally, they said they would put a note in, guess that did not work. I wish I could attach a screenshot, it even says free shipping and 0 tax. SO MUCH FOR FREE REFUNDS, I feel scammed twice now.
American Eagle may be a premium brand but, has competition in the online market. While Banana Republic and their affiliate brand offer free returns if the items xoes not fit. American Eagle ops to screw you with a you pay to ship it back and a replacement size must meet their threshold for free shipping to you.
This probably explains why I never purchased any thi g from A.E. since I received their card over a year ago. Their sizes are not true to fit. Their so called medium jean jacket fits like a large and its my fault for not being obese. Shame on you. I guess it will be another two years before I step into one of your stores or let the card expire.
Even tho they claim returns from online purchases are easy, it's one of the worst I've ever seen. Only the orders I placed in 2009 & 2010 came up in the system. I'm assuming it's because I pay for most of my orders thru PayPal. If you order online and return in store, they will only give you a gift card, even with a receipt. They say their computers aren't able to process it that way. Everyplace else can!?! I called customer service about getting a return label, after being put on hold several times, one of the managers came on and said she could email me a return label. But I had several packages, and asked if I could print out the same label for all the packages and was told yes. Except, she used only one order number to pull up my order, so all the labels had the number on from the same order. I just blacked it out. After I got them all packed up and ready to go, I looked at the labels (I always take photos of them) and noticed that the label she sent me had a completely different address on than previous returns and what it says on their website. So I have 3 pkgs all with the same barcode and tracking number on. American Eagle, you just lost a good customer.
Spoke To Customer Service To See If Items Could Be Returned And Was Told That There Is No Time Limit On Returns.
Iitems Are In Untouched Condition, With All Tags Andin Bags.
I Spent $ Returning Them Just To Have Them Sent Back To Me A Month Later....
Stating Items Were Too Old (13 Months).
When I Called Cs Back And Asked Again On Return Policy Time Limit, I Was Told There Was No Limit.
When I State My Case That Why Were My Items Returned To Me Then, I Was Told That They Were Over A Year Old And No Rffund Would Be Allowed.
Employees dont know their own return policy. I went to the store to return socks that I bought back in 2013. I still had the receipt and the tags were attached. They gave me a hard time, but returned them. I did speak with an AE representative who said there is no time limit on returns. I also had a shirt that still had the original tags attached. The manager said they couldnt return it because it was "too old." AE is very disorganized and every employee gives a different return policy. I have shopped at AE for many years and can see they only care about taking your money.
My daughter is 13 and went to the mall with her friend to make exchanges today ( the day after Christmas). She was told she could NOT return her coat for a store credit bc she didn't have photo ID. She explained she doesn't have a photo ID and so I text her mine and asked to speak to the cashier who said she couldn't do it either. I spoke wirh Meryella the manager at Mall of Ga location and she was super rude and apparently was rolling her eyes during our conversation. NO WHERE in the store does it say photo ID REQUIRED for ALL returns ( bc according to Maryella that is their policy). I will not go and return EVERY item I purchased ( WITH MY ID AND RECEIPT) and NEVER purchase another thing from them again! !! Unbelievable how rude these employees were.
I purchased 4 pairs of jeans for my son at the AE store in Tuscola IL. He tried one pair on to find his size then just grab 3 more pairs of that size. We got home, come to find out 3 of the pairs were not the same style as the first. I had already taken the tags off. So I gathered the jeans, tags,stickers, and receipt to take them back and exchange them for the right style. The girl at the counter said they could not exchange them since the tags were cut off. But I had the tags and everything, I didn't understand. So I called the champaign store told them the situation they said they would have no problems exchanging them. So I went back in the Tuscola store told them, they called someone and then said they would exchange them. Who thought of this ridiculous policy of the tags must be attached to the jeans?!?? As long as I have all the receipts and tags there should be no problem!!! I WILL be shopping at the Champaign location from now on!
THEY HAVE A LIFETIME RETURN POLICY. you should be able to return anything from AE as long as the item was not damaged even without tags and if you have receipt. If you don't have the receipt you should STILL be able to get a gift card. I SPOKE TO AN AE REPRESENTATIVE AND THEY SAID THEY HAVE A LIFETIME RETURN POLICY.
I purchased almost $1000 worth of clothing through American Eagle in a 2 weeks period. One shirt was defective color wise after wearing one day after I received the order. I returned it but never got a refund, no explanation, no shirt, no money, no communication from AE.com. I called corporate and got the worthless customer service supervisor who told me the shirt tag item number doesn't match my order receipt and that it was manufactured in 2015. Like I was trying to return a shirt I wore for 2 years. I tried explaining that all they have to do is look at the picture of the shirt on my order that I placed only 1 week prior and this particular shirt didn't even exist in 2015. It was a new item but he just kept repeating the same thing. So they keep my money and the product because their manufacturing plant made an error when sewing in the tags. Nothing like accusing a customer that spends A LOT of money in their stores of fraud. They'd rather lose thousands in sales in a year rather than refund $30.00. And nothing like accusing a customer of fraud!!! Then the supervisor refused to transfer me to someone else higher up. He's the top...really a CS supervisor is the top of the company??? I called 4 additional times in 4 days and was assured that someone would call me back who was above him because his answer was not satisfactory to me. Never heard back...no product, no refund. Since when is it the customer's responsibly to eat the cost of a manufacturering error?? LOST A LOT OF MONEY PISSING OFF THIS MAMA!!!!
My wife had bought two shirts from American Eagle here in Okinawa, Japan (AEON Mall) for me, for Christmas and we went to return/exchange on 26 Dec. I had both shirts with receipt, however tags were cut off and when I went up to counter to return shirts for other shirts in the store I was told that store policy requires not just a receipt but tags must be attached with shirt, and if they aren't there is no return/exchange/store credit. The two ladies at the front counter not only did not provide professional customer service they seemed to not be concerned and showed no customer service at all. This is definitely a great way to lose customers. I have been an American Eagle customer for well over 5 yrs but because of my the experiences I had today I will no longer be an American Eagle supporter
My husband returned pants he had bought 2 days ago in store with a reciept. Cashier gave him a hard time because the tags had gotten ripped off while putting the pants on, so he didn't have the tags. But did have the receipt. They were not even going to give him store credit but said that they would. I find this ridiculous! I can't tell you how many times I have broughten products back to stores with no tags but had a receipt, and they gave me my money back! Not a store credit let alone say that he was lucky to get that! I will NOT be shopping at american eagle for anyone in the future!
dreadful customer service.
after sending a faulty item back i received a refund but still chasing for my postage refund of £10.15
have received email to say been refunded back 2 weeks ago still not received.
Have called at my expense twice on 0845 no and still no refund!!
AVOID
I have placed the same order 4 times and it keeps getting cancelled. Ive spoken with our bank and its not a payment issue. Ive also spoken with AE each time. They said its the way Im inputting the billing information...but that isnt true either because Ive matched it perfectly to my bank's information...ugh...so frustrating. My daughter is so sad she cant get her items that are now on sale. This is rediculous!!!!!!!!
I love American Eagle!!! such great store and wonderful customer service. I went in returning something (not wanting store credit) but i paid with paypal. I was a little upset at first when they told me that they coulnt credit my money back to my paypal account but they explain so well to me why. I will explain to all of you too since I know this is a big problem for a lot of people. Paypal is a third party paying action, we all know that stores can only credit you back on the original form of payment (if you used visa to buy pants, you have to have your visa when returning them) we all know this. Well through paypal, they have no way of knowing what card we used to pay. They are doing their jobs greatly and i respect that! Wonderful store and customer service!!!
I really like the clothes you have to office, but your mailing of those products needs a lot of work. I always have problems getting my stuff. A few times my stuff was delivered later than what I was told and I mean real late. Now I was given a tracking number that shows no tracking for the past 4 days. All other companies I deal with I have no problem with the mailing of their products. I get them in a timely manner. You really need o work on this. This is one of the reason I don't order often..
I had ordered a fleece Pull a couple weeks ago and never received it. So, I went into the Braintree store to check on it and Randy Betts checked the order for me by phone. They said they out of stock and never notified me by e-mail of phone to let me know. Randy couldn't of been any nicer and his wonderful customer service.
i had a wonderful experience with this company. multiple times . they have great customer service , and helped me find exactly what i needed. they ordered in the right size shoe for me and said they would call me. and they accually did it!! i was very surprised , because most stores dont end up gettin back with there customers (:
My order was lost by USPS and I called American Eagle's customer service. The first thing I noticed was that it was available 24/7 and I was able to reach a real person in less than a minute. She was very nice and was able to help me with the issue without a problem. And the store problems will vary by area but I have not had a single issue with the one nearest to me.
I just had an amazing experience with American Eagle Outfitters' customer service. I called them with a few concerns; got a customer service representative in less than a minute, and he was extremely helpful. He had solutions to all of my problems, and I was off the phone in just over 5 minutes.
I found the American Eagle staff to be both very knowledgeable and enthusiastic about their job. They provide you with great customer service- even when they are understaffed- even though they are apparently not on commission. They do not ignore people like when you walk into Hollister or Abercrombie, and appear to be genuine when they offer you help. I have also ordered product online several times, and it has been both prompt and error free. I think American Eagle would be both a great place to work and to shop.
I work at the American Eagle Outfitters in Sevierville Tennessee. I have been there for over a year and a half and i love the company. As for the negative feedback on this site, i am sorry that you had a bad experience. I can tell you that we try very hard to please our customers in our store and i hate to hear that my company was unsatisfactory. It can be a difficult job though. We honestly try to solve our customer problems but sometimes the customer is hard to work with. Rudeness is very common and nobody likes to deal with people when they treat us poorly. I have encountered awful people in this job and it is a large downside to retail. But we do want our customers to have a good experience and we strive to be better.
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