American Eagle Outfitters Customer Service Complaints - page 2

I tried to place an online order. The order wouldn't go through saying that they didn't offer delivery in my country, the United States. They charged my bank account though. I called two different times, the first time I was told i had to wait 3-5 days for the authorization hold to fall off of my account. The second time, I was transferred to someone who was supposed to help. Her response was to call my bank via three way call and tell them to remove the authorization hold. When a banker got on the line, she was gone, making me look like a liar. Now, my bank won't help me until 10 days have gone by because it looked like I was trying to scam AE. So, instead of having a 5 day hold, I now have a 15 day hold on an order that didn't go through. I am a single mom and this was part of my kids school clothes money. AE should be horrified at their customer service; I am.

I shop American Eagle all the time! This morning I planned on returning two pairs of shorts that did not fit my daughter. Sadly, when she brought me the shorts she did not give me the packing slip. What I did have was the original clear bag it came in with the barcodes completely visible. I brought the shorts bags and all to the State College Pennsylvania store for return. Now, I know the return wouldn't have been easy to do but I KNOW that it could have been done. The gentleman behind the register informed me that there wasn't anything he could do. Oh, I did not have me phone on me to show the receipt either. Anyway, like I said I shop here all the time and now I'm returning to the store to do what should have been done before. Thought you would like to know the customer service you are not providing.

Hello, we loved the Tomgirl Super LT medium Tinted 0381-2114 was very cute just way too big. We would like to exchange it for a medium jacket.

What is the best way to exchange the jacket for a smaller size?

Diane Kotlarczyk

I've purchased miltiple items in AE store, and after trying them again at home, I decided to return one item. Since I paid with credit card, they asked me for card and id. That is fine.But, they started entering all my personal info from id in their system and requested my phome number and an email address? Why? I have receipts, credit card amd id. I dont want my personal info in saome retail system. They did not ask for those details when I was paying.Just swipe the card.One thing is online shoping. Billing info. But in store,for return?

The experience that I get for the stores is very poor when I visit that store in newport not vary said to u hello all the employee talking and also in cell, but is a black girl work in thse stores she is terrible she not helping when u ask, I left because I said Omg she need to be out

I ordered 6 items March 3. Received shipping email on March 4th with a tracking number that just gives an error. Sent an email March 18th- no response. Second email March 21st - no response. I just want a refund at this point but no one even bothers to respond to me. No wonder so many of these stores are closing- worst customer service I have ever experienced.

Poor quality clothing. Teeth on zippers of jeans falling apart. An $80 jacket ripping at seams within a month!

I just wanted customer service to know that on Thursday January 28,2016 I went into your store in King of Prussia not expecting to purchase anything I was t browsing. However the sales associates that were there this morning Rocked Malcom and I believe her name was Adrian were awesome not only did I walk out with two pair of jeans and two shirts I walked out feeling good they were outstanding wonderful customer service. They not only assisted me with picking out my jeans but catered to my height and weight.I have always purchased jeans from this store because there the only ones that truly fit,believe me I've tried gap, Levi's,and they never truly fit to size. Thank you

My daughter and i were shopping in your Mid Rivers store in St. Peters, Mo on 1/25/16. We have never felt so disrepected as we did on Monday. My grandson was tired and cranky and of course was crying. A comment by a staff member was totally uncalled for and the glares from the other staff members were uncalled for as well. My kid's and myself have done quite a bit shopping in your stores and have never been so belittled in our lives. I'm not sure if we will continue shopping at your stores due to this bad experience. On top of it no one offered to help us and we had to ask for a fitting room as highly staffed as that store was. I'm totally disappointed.

Anna Hammond

I bought 5 bras this past year of 2015. Never received my coupon for the free bra. Called the rewards dept. only to find out that only 4 qualify . Never had been told what counted towards the free bra and what did not. Just that if you buy 5 get 1 free. I received a coupon in the mail today that also said Don't forget buy 5 bras and get one free. The clerks in the store should let the customer know what counts and what does not. This is false advertising. Also they have no way of looking up what you have bought to qualify. I think you should educate your salesclerks on this issue and it would be helpful if punch cards were issued along with the receipt so when the 5 is met the customer can receive the bra when in the store. I was told that the credit for buying the bras starts all over in Jan. So I have lost my free bra. I have spent a lot of money in this store for my 2 granddaughters but think I will go elsewhere.

I brought coupe things on boxing day at coquitlam store, two items size not good, I took it to return, they not friendly for that service, made me very uncomfortable. I never come again.

I ordered several items and they were shipped in two shipments. The second shipment was lost by UPS so I contacted AE and requested a refund. They have refused to even though UPS has stated that it was lost. I spoke with several managers (Zachary, Jason, and others) and they all refuse to do so. Still waiting and nothing. WORST. CUSTOMER. SERVICE. EVER.
Spend your money elsewhere as they do not care about you, the customer.

I live in Canada, this company charges DUTY on all orders even if the parcel is not shipped across the US/Canada boarder. Why my order was shipped from Ontario, Canada, but I had to pay Duty. This company is dishonest and I will never ever shop there again.

Very Disappointed and poor staff training.
I visited American Eagle to do a return ($40 dollars from a $200 order). I was told they cannot do the return (except) in the form of a gift card. I explained it was purchased to give as a gift, but I didn't like it so I wanted to return it The girl told me paypal credit can only be given as a gift card. Apparently I pay in cash (Paypal) and AE gets it, regardless if I want the item or not. Really I don't want to buy a gift card! She told me if I wanted to be reimbursed to my paypal account I need to send it back. WRONG! AE (even if mailing back to them) is a GIFT CARD too. I will NEVER shop to AE again.

I had the worst customer service experience yesterday at the tuscola il American eagle outlet. I had bought a shirt at another American eagle location while on vacation, I wore it to work the day I got back and was informed that there was a hole in the seam of the sleeve, as soon as I got home that night I took the shirt off and looked to see if it was something that I could sew, it was not. The seam of the shirt was crooked and it was clearly a manufacturer defect. At the point I could not find my receipt, I did however find the tag. I took the shirt with the tag into the tuscola store and KINDLY explained my exact experience to the manager Keirsten, she immediately told me that she could not return exchange or credit the shirt. She told me that it is American eagle return policy, and she could not do anything for me because I had taken the tag off and worn it. Up until this point I was so kind, but I knew that this was not the case so I argued with her, I showed her the hole and explained that if It could be sewn I would have. I explained to her how much money I spend with her company I questioned "what if I can find the recipt?" She continued to tell me in a very rude manner that there is nothing she can do for and that she can do investigating to see that this shirt had been worn, basically accusing me of abuse to the clothing. She also in her rude explanation said "I'm sorry I understand that our merchandise is probably really expensive for you." And "the only thing I can do is tell you to check everything before you buy it to protect yourself and make sure you are getting your money's worth. " to wrap all of this up I walked out of the store, immediately called the champaign il store and told them about how I had bought the shirt in Chicago, wore it, found a hole, and before I could even finish my sentence she said oh yeah bring it on in and we'll get that exchanged for you, I said, even with out a recipt and she said yes that no problem. I went the store that night, showed her the shirt and told her about the way I was treated by the MANAGER at the tuscola store, she told me that is ridiculous, and that any American eagle can do an exchange without a recipt, without a tag, and whether it had been worn or not. Needless to say I will not be shopping at American eagle in tuscola il again.

I had an unauthorized charge on my debit card. I contacted the card issuer, the police, and American Eagle - all within 4 hours of discovering the charge. I was assured by the American Eagle representative that this was now taken care of and would not go through. Well not only did it go through but they shipped items 3 days after being notified it was a fraudulent charge(to another state nonetheless). Luckily my financial institution is not as inept as American Eagle and all is being taken care of. However, the fact remains it should not have gotten to this point...

I placed 2 online order got the items doesnt fit...so went to store to return...cant because apparently I have paid through paypal and they cant credit to paypal....so I have to have yes have to have store credit..why..?is this my problem the store can credit back to paypal..
so another option return by mail...but have to have pay shipping cost...?..
how unfair a store can be in todays world of customer satisfaction..hate this store and never suggest anyone to shop online

I recently purchased something online using my SHOPRUNNER membership for free 2 day shipping and they just sent me my shipment confirmation and they shipped it standard. shoprunner charges a $79 annual fee... I am not paying that fee to have my items shipped standard! I also went to return something in store and the cashier was rude! I had to go up to her and tell her what I wanted to do and she just stared at me.. didn't even ask what how she could help me or how my day was. I had to ask her what she needed from me in order to process the return. when she asked if I wanted to sign up for their rewards program and I said no she looked at me like I was crazy. Never shopping here again. worst service ever!

Somebody recently got a hold of my debit card number and used it to purchase something online.

This person was able to use my debit card number and a FAKE billing address to make a purchase. After numerous phone calls, I have learned that they do not always validate the provided billing address against the provided credit card number. I verified this by making a purchase using a fake billing address.

That is not responsible behavior for an online business.

I placed an order on the Halloween sale and I put in the discount code before I paid as instructed. I checked my online bank to see that they charged me full price, I called and they cancelled the order so I placed a new one and got the discount and I double checked and saw on my bank I have 2 charges from american eagle. It is now a week later and I have not got a refund for the cancelled order. I got my package last night and then this morning they charged me AGAIN for this order. I now have THREE charges from american eagle for ONE order. They over me over $444.00 and I sent them an email HOURS ago and I have not got one reply. Everytime I call I get and excuse that I need to wait a few more days. I want my money back I only should be charged for ONE order NOT THREE. I will NEVER shop here again GIVE ME MY MONEY BACK

I have typically had good service from American Eagle, however my last order was extremely disappointing. One of my items did not ship with the rest of the order, and I waited 20 days before deciding that something must be up. So I called Customer Service, and not only was the sound quality TERRIBLE on their end, but the representative was neither friendly nor helpful. He informed me that I had cancelled the item, which I most certainly had not, and when I told him this he said my credit card must not have gone through. Okay...then why did it charge for the other items? And it was a relatively new card with only one other charge, so I had not maxed it out. The call ended with the representative ignoring my telling him this, and he cut me off saying "Thanks for calling American Eagle, bye." Wow, thanks for your help. And thanks for the dress that you cancelled without telling me.

Very disappointed with such a large company that within 5 minutes of ordering an item you are unable to cancel or change anything on order. Talked to customer service telling me to phone corporate office at 8 am and that was a waste of time, should not waste my time they did nothing also. Anyways I have learned the USA way. Thanks for great service. If you offered the sizes I need in the store I would not of had to bother you.

I have been emailing back and forth with American Eagle's customer service for the past week. All I get is this corporate mumbo jumbo from Edgar, who tells me it takes 1-2 weeks for a return to get processed, even though I've mentioned on many times that I mailed my return back on August 16. All I've been getting are variations of this message, along with Edgar's inability to distinguish the difference between "through" and "threw." So not only are they unhelpful, their customer service representatives have a questionable grasp of the English language.

I've been told that I need to keep the tracking number of my return labels through American Eagle, that they don't have records of them on their end. How is this even a good idea? This was confirmed when I called their customer service line yesterday. I got the same spiel about having to keep track of the tracking numbers for returns because they don't have the info themselves. This method is a great way to screw customers who have their orders lost in the US mail or in warehouse limbo.

As of Monday, September 8, I have been notified by James that my angry emails have been forwarded to corporate. Let's hope corporate can actually take care of this matter, because I have returned about $230 worth of merchandise and not only do I not have the merchandise, they are attempting to hold onto my money for as long as they can.

Unfortunately, James cannot tell the difference between "your" and "you're."

I have been shopping online with American Eagle for years, because they offered great basics at very reasonable prices. This past year, the quality of their merchandise has gone downhill, and their customer service is horrible. I wish they'd take care of this return, once and for all, so I can wash my hands of them and never shop there again.

AE Boise ID. Worst customer experience ever! Bought a top, was too small, returned it. Clerk offered to get larger size at other office, and promised it would be mailed to me in 5 days or less. After 7 days, I went to store and inquired. Manager very rude, I asked for my money back since I had both receipts. She refused to give me my money back and asked me to take my issue up with the post office. She told me the post office returned the item to their stores, so I could not understand why she could not give me back my money, since I did not buy online, I purchased in the store and paid cash in the store and have the receipts to prove it!

She was very rude and I also raised my voice as I tried to get her to understand that I have my receipts, the items was sent back to their store, mine was not an online purchase, just give me back my money, and the rest is for the store to clean up their in-house system, the customer should not have to be inconvenienced because AE do not have their house in order.

Instead of solving the problem she called the mall security to remove me from the store. Unbelievable arrogance and rudeness. I am not white, also not Hispanic, perhaps that is why the Hispanic Manager treated me like that. I can see no other reason, because I was in the right, and I had my receipts to prove it. When she ordered from the other store, she promised if it does not work out she would give me back my money, but she lied about that too.

When to purchase 3 pair of pants. Found the pants, stood in line for 20 mintues, while only 2 people were checking, and 5 other sales persons were standing around. This only gets worse. At the checkout
it use 2 gift cards and 2 coupons. Was told I could only use 1 coupon. But machine froze, and was moved to a different check out line. Was unable to recognize my gift cards and wouldn't take my coupons. After trying to resolve issue with 3 different associates, I calaculate what I owed, handed the associate cash and said, you figure out the transcation issue I'll just take the pants and leave. The package was snatched out of my hands and I would told I could not leave, this was after 20 minuetes in line and 30 minutes trying to get the issues resolved. Horrible, horrible, horrible customer service