Customer Service Scoreboard
Store Wichita, Ks. was locked up @ 2:00pm 12/30/13 -- could see employees at the register -- rattled the doors & no one even looked up. Called corporate office to ask what the problem is & was kept waiting on the phone 45 minutes before hanging up. Made a mistake giving money to this store for Xmas gifts. It will not happen again.
Location: American Eagle, Manassas Mall, Virginia
Saturday November 23,2013
I was shopping in the store and had 2 pair of jeans, 2 sweaters, I went to look at the ladies panties, and usually there is a sign 5 for $20 dollars or 6 for $25 dollars. But this day a sign was not posted. The store was not very busy and there was only 1 cashier at the register, and she was waiting on a customer, but also chit-chatting. I said excuse me can you tell me how much you panties are. Well she looked at me like I had asked or the moon, You just wait I am waiting on a customer, and I said oh sorry just thought you could answer my question. She called me a Bi--h. I was so upset, I have 4 granddaughters that I shop for in your store. I laid the clothes on the counter and walked out emptied handed. I did not get the young lady"s name, she was on the reg. between the hours of 1 and 2 pm. she was young and had straight black hair. I left the store because I did not want to make any trouble, I just thought you would like to know what kind of people are representing your company.
Thank you so much for your time.
Patricia Sprifke.
I ordered a jean jacket online. The photos of the item do not indicate it may arrive with holes. However, the jacket came with 2 holes where it had been folded. I sent an e-mail to AE and, 3 weeks later, they have yet to respond. I marked an X on the back of the tag and mailed the jacket back (and had to pay $9 for shipping). On the return form, I specifically requested a jacket without holes, or, if none were available, a refund. Two weeks later, I received a "replacement" of the very same jacket I had returned!
I am sendiing this e-maial in regards to my poor customer service. I was in the American Eagle located at Lancaster Mall (Ohio). Feb. 7th around 12:00 12:20. I believe the young lady was the manager of store. She was very much aware I was ahead of the lady in line to pay for her merchandise,but still overlooked me and helped the customer that arrived after me. I let her know of my disatifaction, she didn't even have the curtious enough to apologize. You have lost customer. The mall is River VAlly
worst ever experience, keep cancelling my orders online, no notification, no reason why no nothing, how are you suppose to use your rewards program and buy items if you keep cancelling my orders. I would recommend everyone go spend your money on a different brand, this one doesn't want your money it seems.
Hello
Unfortunately I went through a humiliating experience with the A.E . branch in Beer Sheva Israel.
I returned an item - a coat which I had bought about 2 months ago. I came to the same branch in Beer Sheva to change it a couple of days later.
I was given an unvoice( toal sum 450 IS) by a new employee . It seems that she forgot to attach the bill.
At present the management here refuses to handle the problem and let me use the credit invoice claiming that i"ve already used it.
I wish to mention that I'm fond of your brand and I'm a very loyal customer.
I would highly appreciate your intervention and assistance in this case !!!
Thank you!!!
Customer Service not willing to help. Just stated the same thing. Because I live in Canada, this company charges DUTY on all orders even if the parcel is not shipped across the US/Canada boarder. My order was shipped from Ontario, Canada and I was charged Duty. This company is ripping off their customers. This was the last order from me.
Customer service try to come across as being helpful but this does not make them efficient. Having real problems trying to order a gift card for my son. I live in Germany, he is in Canada and my banks have a Scottish Address another is an APO address. We have had to order the same card 3 times and spoke with Customer Services twice but have still received another e-mail telling us order has been pulled for verification. The first ordered requested us to send sensitive information via non-secure e-mail,that was not going to happen. Phoned them and had to reorder over the phone... 'supposedly' this would help...customer service guy then omitted street address from Order AND we got another verification issue. 3rd attempt was not only because of the verification but also because of omission ...now we have yet another verification request because they asked us for phone number that bank card was registered to instead of asking us for the actual Bank phone number. Not impressed by online service one little bit. Way to long and drawn out and can't understand why this is the only company I have had these issues with
Customer service at ae is horrible. they dont even understand simple logic or have common sense, let alone professionalism. "I apologize" is all they offer. Their website screwed up my order. They admitted it was their fault. There are many ways they can fix it - but unwilling to even think about the options. "I apologize" is their mode of customer service. and you are supposed to say, oh how nice. i accept being screwed now that you so nicely apologized. I will never shop at ea online.
i normally have no problems with this company, but today was different. i placed an order for two pairs of jeans, had a coupon for $10 off as part of the rewards program. there was an extra 40% off clearance sale still going and i checked all the details of the sale to make sure it would still be valid with the $10 off coupon. on clearance, i found some jeans for really cheap, and the checkout never took the extra 40% off. i thought if i continued with the order, maybe it would come off then. it didn't. literally ten minutes later, i called the customer service line to take that one item off the order, as i decided i didn't need it that badly. they said it couldn't be canceled or changed. i asked why the clearance jeans extra 40 percent wasn't taken off and she said because it was a "sale" item, not clearance item, which is stupid. it's so sad when a corporation will even use semantics to pull the wool over your eyes, when you think you're saving money you really aren't. also, i have done this type of job regarding order processing online and the quickest processing for an order where it goes past the point of not being able to cancel and goes through to shipping has been more than 30 minutes. i really should call them back but the order was only on the AE Credit Card and not a debit card. i asked the girl if i can just take the jeans back to the local store and have them return them and have that total taken off and she said i could--hope that wasn't a lie just to get me off the phone. still a hassle though and i think the girl was lying to me about not being able to cancel the one item just so they can make a few bucks. really ruined the experience for me. better business bureau complaint? possibly.
The CEO and COO could not care less about customer complaints. I wrote both of them letters to complain about the shoddy service I received from their American Eagle and Aerie Stores and did not even receive a reply.
They sent me a 30% off coupon and I was told by the store at Square One in Mississauga, Ontario that I could not use it on sale items. No where on the coupon does it say that. I have since used the same coupon with no problems at other stores.
Another time when i was in an Aerie Store at the Walden Galleria in Buffalo, the assistant manager was downright rude. She was an uneducated arrogant idiot who should not be in the retail industry.
I for one am boycotting American Eagle and Aerie and I ask all of you others who have had problems with them and who have complained to their executives but have not recieved any responses to do the same. When their sales hurt and they no longer receive big bonuses - that's when these idiots will open their eyes. Arrogant idiots.
Worst experience ever ordering online! I would advise people not to do this with AE. I have ordered online so many times ut have never went thru what I have with AE. They lie to you and don't know what they are doing. Cancelling orders for no reason but going to blame the bank. Just to much to talk about!
They pulled my order because my name didn't match my credit card. There's not enough room to fill in my name on that poor excuse for a website. American Eagle should know that there are people who inherit both last names from their parents. This is the last order I place with them!
AE clearly markets for volume and losing good customers is just a cost of doing business. I have never experience poorer customer service in my life. They have canceled orders without notification, shipped some orders not others, and every time I call their system is down and they cannot check on an order.
Unbelievable!
Misleading sales! Watch your receipts. The rack you purchase your item from may say "$19.99" but at checkout it will be full price. More than likely the $19.99 will only be on one size or color or maybe none at all on that rack? Pretty much need to have clerks check prices for you on all your items before you try them on! Ridiculous!! I have asked clerks why they put items on the rack that are not for the "sale" price and they said Corporate told them to do it this way. Hmm. Corporate is playing us consumers. Be careful or you will be taken advantage of!
American Eagle and Aerie sent out promo cards for $10 off your purchase with no exclusions on except giftcards and associates are not able to use it in fine print so I went to the store expecting it to be easy to use after work but instead the sales associate told me that it did not work because the whole entire store was 40% off and that it was a special sale day and told me to come back another day. I was fine with that until I came back today in which I have been waiting to use the cards that expire the 24th of December and the girl said I still couldn't use it because you can't combine promos. The whole store has be 40% off the whole entire time I waited!! She said I could only use it on undies so I wanted to buy 1 and asked if I could and she said that if I wanted to buy undies, their policy is that I have to buy 7. Wtf. I wanted one. The card does not work at AE either cause their entire store is also 40% off so those promo cards were stupid. Just pisses people off more knowing that it's not usable even though they sent it. What kind of company sends out promo cards to customers and not even have them usable?
I ordered several items from American Eagle for Christmas on December 20, 2011. I paid an additional $5.00 for the two day delivery that was offered. I checked with my band and American Eagle charged my credit card for $280.00 on December 21, 2011. I should have received my items today which is December 23, 2011. After calling this evening and speaking to an American Eagle customer service representative named Nate, I was told that there would be no way that I would received my items by Christmas. However, this morning I called and spoke to Mary, she assured me that I would receive my items on time. Nate, was not able to give me a legitimate reason as to why American Eagle had not shipped out my merchandise. He did tell me that I would probably not receive these items until several days after Christmas. He told me that he would refund my $5.00 when American Eagle shipped my merchandise and that he would give me 40% off and FREE two day shipping on my next order. These were Christmas presents for five different family members.
Placed an order and received a confirmation email/number. A few days later I had no shipping notification email, which I thought was weird given past experiences. Checked on the website and my order was now listed as 'back ordered.' Not one email to notify me of this. A few days later, once again without any email notice (and yet all of their adverts made it into my email without a problem), my order was mysteriously cancelled according to the website. Zero communication from the company has left me very disappointed and frustrated. Wrote a complaint email, the generic response said to wait 2 business days... well, it's been 3.5 business days (plus a weekend) and nothing.
Honestly, I'm not sure if it's worth bothering with them anymore with the poor inventory control and a lack of communication. However the item I wanted was exclusive to the website.
Some items from the online order are no longer in stock. Well AE charged my credit card already, so what they do is sending me a gift card. Called, they said it just how their system works and there's nothing that they can do. Always disappointing every time dealing with this company.
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