American Eagle OutfittersConsumerAffairs Unaccredited Brand
Do not order online!!! The worst experience ever. I live an hour away from the AE store. After driving to return my items the computer wouldn't allow her to return $50 worth of crap. So she gave me return label and packaged it all up for me. Well 3 weeks later I'm still waiting on my $$. Called customer service. They're about as clueless as a 2 year old. Ridiculous, crappy service. I'll never shop there again.
I have not had such a horrible experience with a credit card or card customer service EVER. I have a couple of other Synchrony bank accounts that I have never had the same issues with. The site has rejected my checking account info multiple times, however, I am not made aware until the payment has been rejected and the payment is late so a conveniently earned late fee is acquired. I don't know if I can even explain all of the issues I've experienced... I've spoken with customer service multiple times to no avail. I have live chatted with reps to no avail. If you were to check my payment history on my mortgage, car, other credit cards, etc., you will find ZERO late payments or payment rejections or any of the other issues consistently experienced with this account. It is as if they just don't want my money, my payments, my future business, et al.
I don't do online reviews and the only reason I am doing this one is because I went online to see if other customers have experienced similar issues and yes, yes they are. This Consumer Affairs site popped up in my search and due to my extreme aggravation I decided to post. Consumers: don't damage your credit or allow the stress and aggravation due to applying and/or using this credit card. Take it from me, worst credit card experience of my consumer history.
Very disappointed with customer service, who ended a chat with me several times and did not try to help. I bought many items from them before Christmas, which did not get to me on time, I paid taxes for the items I have bought, which I was not aware of when I was shopping online as they do not inform you about these. And was later informed that my parcel was sent back to America as apparently I refused to accept the parcel (which is a nonsense really). I rang them to seek help and thought they would contact the company they use as couriers and was left feeling hopeless after chatting with several agents on the website who ended the chat not trying to help, not even saying goodbye. It has been 20 days since they returned my parcel and there is no money back on my account. Just be careful and this company is a joke.
To preface this, I have been a loyal customer shopping with this company since I was 13 years old (I'm 25 now) and I've always used them as my primary provider for all my pants and shirts during this time via store and online purchases. This story started when I bought 2 pairs of jeans and 1 chino pants shortly after Christmas 2016 from an Outlet store near Toronto, ON. With pants- especially jeans- you would normally expect to get years out of them especially for brand name like AE. Within 2 months, The Chinos split in the ass. I threw them out thinking nothing of it. (I was on a business trip at the time so I couldn't be bothered trying to make room in the suitcase for a pair of ripped pants.) A few months later, the 2nd pair of pants (one of the jeans) had the same issue. I contacted American Eagle via email mentioning the Chinos as well as the jeans and they asked me for pictures of the issue and the tags...
I sent this info to them but told them I no longer had the Chinos to provide any information and got a response saying, "Sorry, we can't help you, go to the store"... With this reply, I got frustrated as they had requested the photos and information in order to help me and now were not even bothering. I told them that I was unhappy with the service and wouldn't be shopping for pants from them anymore because I didn't think it was right for them after already making me take time to provide the information they had requested to now make me take time to drive to the store and deal with them instead.
Now, almost a year since I made the purchase (and 5 months since contacting them via email), the 3rd pair of pants are now showing it's weakening and ready to rip in the crotch. I took them into the store I originally bought them at and spoke with the manager and said, "Look, I don't know if you can help me but look at these... Is there anything you can do for me?" I also mentioned this wasn't the first time and told them about the 2 other pants from the same purchase. They told me to call a 1-800 number and so I did as soon as I left the store. The 1-800 number went to a voicemail so I left a message and a week later, I hadn't heard back. So, I called again and after waiting 30 minutes to speak to a representative, the rep barely collected any information about me or my issue before telling me my only option was to ship the pants I have to their corporate office and someone may or may not get back to me to refund me for them.
As for the 2 pairs which I no longer have, there's nothing they can do. Clearly that wasn't an appropriate solution because it means 1. I'm paying out of pocket to send this to them and 2. Nobody is obligated to get back to me regarding the issue or to refund me. And 3. they are totally disregarding the problems I had with the previous 2 pairs of pants purchased at the same time, one of which I had already sent proof to them via email in July. So I escalated to the agents supervisor who then fought with me telling me that there is nothing they can do for me to fix this and that I'm out of pocket for the 3 pairs of pants.
She went as far as insinuating that I was being fraudulent because the code on the tag of the jeans suggested I bought them more than a year earlier than when I claim to have which I reminded her that I purchased these from an Outlet store not a regular retail store and maybe she should check with the Outlet store as to what products and seasons they sell because I know when I bought them and it's not my fault if they are selling old product at a discount. Before ending the call, I threatened to post this story on social media because I'm angry by the lack of service and accountability here and the clear disregard for customer retention to which she told me, "Hold on. Let me call the store to see if there's anything they can do for you."
She calls the store and comes back, "So for the one pair of pants you have, the store will take another look at them and may choose to take them back and exchange them for a product which is the cheapest possible jeans that they can sell you off the clearance rack." Confused by this, I asked, "What if they don't have my size?" To which she replied, "Well if they don't, then they can't do anything for you either." Then she proceeded to belittle me saying this issue is regarding "regular wear and tear" and not a product defect issue. I was working in an office and studying at school, I'm not doing the splits or anything crazy in the pants. I'm sitting in an office or classroom chair. So to blame this on "regular wear and tear" was absolute ** and just shows that this company has no intention on providing customers with a quality product or a good experience.
A good retailer would have thanked me for notifying them of the issues, took the pants I had to pass them on to their research and development team to determine what happened and how can it be fixed and then they would have compensated me for the inconvenience. Why is it my fault that their product failed shortly after purchase and how is it good service to make me have to send the product I purchased at my expense to their head office with no guarantee of any response or resolution? Due to this entire experience, I'm not even going to bother going back to the store at this point because it's not worth it. I'll just post this for everyone else to see what quality service and products look like and I'll choose a different retailer in the future.
I have been wearing American Eagle jeans for 13 years and I don't plan on stopping. These jeans are durable and the sizing is inclusive. I am 5'10" and a size 18, jeans that are big and long enough can sometimes be hard to come by while still maintaining a stylish look. Thank you American Eagle.
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Was confused about a tracking number. UPS said that my item was delivered (when it wasn't!). Called customer service, only had to wait for about 3-5 minutes, and spoke with a lovely young lady named Julia. She verified my name and address, took down the order number, and looked into the situation. Then she explained that UPS has been known to render a "delivered" status on products they dispense at the local post office, rather than when they are delivered at the residential address of the purchaser. This is what confused me.
Julia's sense of humor, her willingness to help, and immediate empathy went a long way and I had a delightful experience. I looked up on Consumer Affairs what AE's rating is. I don't know why the rating is so low; people are cruel. They should be talking to Julia. She was AMAZING. Thank you for hiring her, and I hope she goes far. 5-star experience!
Pretty ugly over this as I wrote/mailed a letter to AE customer service, chatted from webpage with several agents and finally thru emails as I saw a shirt I had to have on an emailed ad they emailed to me two months ago. Couldn't find shirt on AE.com, so that's why I mailed them a letter and emailed and chatted, never got response from my mailed letter, and told this "sorry not sure why that shirt is even listed it's not even on the website to purchase", I thought that was odd, well this was a month ago or so. Just now I was on AE.com and see the exact shirt I was told two months ago not available, well it was as people left "reviews" on or around the same dates I emailed/called/chatted/mailed letter to customer service. 'Cause now shirt is in clearance and of course sold out/out of stock in every size but XXS! Are you serious AE?!
As a LOYAL customer of AE for 20 years I have spent THOUSANDS of dollars at AE, too bad customer service is on another planet apparently & agents I dealt with have no clue what they are talking about. It's like you want us to pay $50 for a flannel shirt and $60 for ripped jeans at least offer some decent, knowledgeable staff to assist.
I ordered something for my boy like Christmas present and the day I had to receive it never did but UPS showed like delivered... They say I have to wait 3 days to get my refund and that is going to be so late for order something else!! This store ** care any customers only the agreements they have with other companies. I don't care if UPS lose the package, they must refund same day package was lost, the rest is their problem.
Used my gift card to order a jacket, a second after ordering I noticed there is a minor mistake in the address so I called them and asked if we can correct that. They cancelled my order and said a refund on gift card will take 2 weeks. So I will most likely not get the jacket I ordered because it will be out of stock. Horrible!!! All you needed to do is to modify the address! Also the lady wasn't particularly helpful or polite.
Worst customer service ever. I ordered clothing from AEO a month ago and didn't receive my package. When I called them about my problem, they said they would reimburse me. They ended up only reimbursing me for half. I have a email that proves it. I called again, they said they had reimbursed me for the full amount (saying the customer was wrong) when my email and bank account says otherwise. When I asked to speak with the manager the first time, they hung up on me. I called them again spoke with the manager - he explained that I'd have to wait 48 hours for my order to be reviewed.
I probably called them 10 times over the course of a month after I ordered, so I was very upset about having to wait two more days. Even when I explained my situation and frustration, they didn't offer me anything for my time and trouble. They were not even apologetic. At one point the manager said it was probably my bank's fault... What??? Let's just say... Their clothing is great and I've been a committed customer for years. But because of their terrible customer service, I'm not sure I'll be shopping with AEO anymore based on this experience.
I am SO FED UP with American Eagle and Synchrony Bank. Although I make my payments on time and pay more than required they have cut my credit limit 3 times! No explanation. No letters. Customer service can’t or won’t help or give answers, does no good to call ahead of a purchase. Limit changes constantly! I have talked to other cardholders. Same story. Only used this card once or twice A YEAR! Worst card and bank EVER! Just canceled my card and I am ECSTATIC! No more embarrassing incidents in store OR online! MERRY CHRISTMAS to me for finally being free of this HELLACIOUS card and bank!
I used American Eagle credit for about a year and always paid my bill on time, never once had a late payment, and made purchases with them frequently. Out of nowhere they closed my account based on my credit report which was, yes, slightly worse than when I opened the account, but my score was increasing and like I said had never once missed a payment or been late. They told me "you can feel free to reapply", to which I say, THANKS FOR NOTHING! If I were to reapply it would just be another inquiry on my credit report and make my credit EVEN WORSE! What a way to treat a loyal customer who made frequent purchases and always paid his bill on time and almost always had a 0 balance. I will NEVER shop at American Eagle again. Such a terrible way to treat your customers. If I had any kind of issues with payments, I could see this happening, but I literally always paid my bill on time. Completely ridiculous.
American Eagle sent me a pair of jeans that were labeled wrong. The ones I ordered had rips all down the front and back.. the ones they sent didn't have a single rip. The jeans I ordered were cropped and the ones I got were full length. I wanted them to send me what I ordered but they told me I could just return it. I used a coupon and now I'll have to pay more to fix THEIR mistake. Their customer service reps are extremely rude and condescending.
I've been shopping at American Eagle for years but their online service is such a hassle. This is the second time I've been sent the wrong thing labeled as the item I ordered. The pants they sent had a different item number on the sewn on tag than the price tag. It was the complete wrong item and they were NOT helpful. Every time I contact their customer service (which I have to do a lot because there is ALWAYS a problem) they are unhelpful and rude. Don't shop at American Eagle unless you want frustration and a headache.
I've never been in American Eagle to try clothes on. Chances are, I never will again. They are analysis on lacking dressing room door and then not letting you into one of eight empty rooms for 20 minutes. I was PISSED at that point. And then disappeared again so they couldn't help me swap out 1 pair for a different size. Next time I guess I'll walk out half dressed, in my underwear, to get what I need. They offered all of this assistance and gave it to the people with big stacks of clothes. Guess I have to be rich to be welcome here. I felt tiny as an ant and so mad I could cuss them out by the time I left. Not going back unless a totally different set of people work there. Period. Horrible service. HORRIBLE.
I have been an American Eagle customer for years and I am not liking the direction the company seems to be heading in. First of all a shipment was not delivered to my home and I reported this to AE customer service, they never responded so I had to chase them about it so many times it was exhausting. After numerous calls and emails they finally responded and told me they are no longer responsible for shipments delivered to my home and they wouldn't refund. I was extremely annoyed but once again forgot about it for a while and sent them yet another email. Once again they said "no" refund.
Then I ordered jeans online and the quality of their jeans is going downhill, the crotch of the jeans was ripped and I sent them back for a refund. When you pay $50 to $70 for a pair of jeans they should last for years. Well AE sent the jeans back to me and told me they did an "investigation" and the jeans were too old and they wouldn't refund me the money. They sent me a rude note that said that the decision was "final." Well American Eagle you just lost a customer who has spent a significant amount of money with you over the years. The online experience is horrible and so is your quality and based on the plethora of negative reviews I am seeing I am not the only one experiencing bad service and inferior quality.
I have had an American Eagle Visa card for a few years and every time I try to use it the card isn't active. (I use it more than once every 6 months). A few weeks ago I noticed my card is expired. I called customer service and I asked why I haven't received a replacement card in the mail. They said they did send one to me. Ok, I didn't receive it yet. (It’s been over a month since it’s expired… hmmm). While on the phone with customer service I asked if another card can be issued to me. The woman said yes, we will get that out to you and you will receive it in about 5 business days. It’s been 2 weeks.
I went into an American Eagle store last week to make a purchase and the cashier asked if I wanted to apply for a credit card so I told her my whole story and she said she would look up my account on her computer. Needless to say there’s no account in my name! I’m so dissatisfied with that. I refuse to call back and deal with repeating myself. I’ve never had an overdue balance or much of a balance for that matter! I’m just frustrated that the store my son likes his clothes at are not so inviting... I guess this company doesn't want any shoppers in their store.
A price of over $50 for cut off jean, ripped shorts seemed a little extreme. Other stores carry similar for much less. Discourse with sales staff very unsatisfactory. Do not have receipt as bag with merchandise went home with granddaughter.
First, let me tell you all that I am a loyal AEO member since 2015. Every month I buy something new from American Eagle Outfitters and recently I lost my 2 packages. 1 was a necklace which cost $9.57. They said that they refunded the necklace amount???? On the other package, there was 4 t-shirt which cost $92.7. When I called AEO customer service for my missing package they didn't really care about what I said. Instead, they replaced the same 4 tshirt and charged me $88 in my AEO Visa and started saying that they will investigate this order, after 2 days I got an email stating that the order was delivered and they cannot refund. I called them again. This time they told me to contact USPS because they are the carrier who misplaced the order.
The AEO company is responsible for checking and following up with the orders, if the customer hasn't received the order they should be helping us. Instead, they told me to call USPS and what I did I called USPS, even before they told me to call and twice. The USPS gave a case no. and told me that they are going to call me after 3-4 business days. They never did. I am going to call USPS for the third time again and this time also I know that they will tell me that they are still investigating or either call AEO for refund. The case would be going back and forth and I am never going to receive my money back. At last, I am losing $92.00. Well done American Eagle I salute you for losing 1 valuable customer. I will never shop from this negligent company.
I ordered two pair of size 5 sandals online. I received one with wrong size which is size 6. I tried to go to their website and contacted them through live chat. A representative name Albert **, was rude, left the session without asking if I had more questions at the time. First of all, they mess up the package. Second, they don't care about customer's feeling. When I tried to tell them to pay more attention on packing up products, because not many of us are living close to their physical stores to simply return the wrong products. When I try to reach them, not only because I want to return the products, but let them know they should be more "professional" on everything. If they don't care about customers, why would we want to waste more money on them?
I took my daughter for shorts which according to my email were all under $30. After picking out two pairs, I let her look at the 60% clearance rack only in case of a good deal. She fell in love with a long sleeved camo shirt that was originally $50. At the register the girl called for help with the markdown. She got off the phone and never told us what was said, just charged us $50??? We questioned it and she said she was told that they were supposed to have been pulled. Nobody rushed to pull the others by the way. Although I so didn't want to pay $50 for a long sleeve shirt during the summer of over 100 degree temps here in AZ, my daughter was hooked by that time.
We bought the shirt and came home and ordered the shorts for $60 rather than the almost $90 that they came to in the store. It seems for years now, every time we go into that store it is something like this. Why do you have to be so deceiving? If we have had any good experiences in that store they are way overshadowed by the bad ones. Just once I want things to go the way they are presented and the way we expect them to go. The cashier, although, not even relaying the message about the shirt was still very nice. She seemed embarrassed by the whole thing.
I recently purchased a bra from Aerie, but it had a manufacturing error. Upon returning it, the store did not have my size to exchange so they offered to ship it to me. I returned home to find an email with the wrong size ordered. I called to change the size, but was told that it was too late (there is only a 60 min window to change orders). I talked to two reps and they said they couldn't change OR cancel. Not only was there an error on my first purchase, but they messed up the second and won't fix it. Now I have to drive 40 minutes to return. The customer service reps were very apathetic on the phone. Terrible customer service. I will not shop here anymore.
Issue resolved with the customer service I received an apology a discount and free shipping. although this all could have been avoided the first phone call with good customer service not the 3rd yes the 3rd time. Customer service is everything and if you don't know I don't mind being put hold to get the correct information without all the attitude. 4 stars because the last customer rep was very helpful and professional and most all knew what he was doing and th 2 before him rude and did not know what they were talking about
The customer service was horrible. After talk 2 customer service reps I will no longer be shopping there. I purchased 4 items and the transaction went through 3 times and I realized this soon after checking my bank account because I kept receiving an error online about my shopping bag not updating. Usually after an online purchase you receive a confirmation email. I had not received one so I was just like let me check my account. So I called American Eagle right away. After calling them and asking them to cancel 2 of the transactions I was told they could not do that and that I had to wait to receive the items to receive my money and so I asked, "Well if I call my bank and file a claim then what" and I was told I will no longer be able to shop online with the company.
I can't even provide a confirmation number because I never even received a confirmation email but I have 3 pending transactions and my whole thing is why not cancel the 2 extra transactions. Why be difficult and rude. Btw this just happened now. I have to wait for the outcome, will come even receive my items after calling my bank and filing a claim for my money for the 2 extra purchases that were mistakenly made.
I was really disappointed in American Eagle today. I rarely write a negative review or complaint, but I feel like I have to. I've always worn their jeans because they've been super comfortable and forgiving to girls with certain shapes and for the past few years I've worn their size 8 jeggings which actually fit a little loosely. After working out and losing a few pounds recently I thought I'd treat myself to a new pair since it's been a while and today is my birthday. Much to my dismay, I found that I now barely fit into a size 12 jeggings at AE, weighing less than I did when I bought my last pair. A size 12 is still beautiful, but the fact that they've changed their sizing that much upsetting, especially after their progress in using unphotoshopped models in your campaign ads. I left in tears and feeling foolish at age 29. I can only imagine how younger girls might feel who struggle with their body image.
My husband will be gone for six months or longer because of his job, American Eagle will not help reroute my shipment even though I have a power of attorney for my husband with all his bank information and other household things. They are un military friendly, my suggestion stay away from companies unwilling to help our military families.
Ordered 4 items from American Eagle 10 days before Christmas. 3 shipped and the fourth they cancelled without even notifying me. After calling and chatting with 2 reps taking 30 min of my time- no apology - nothing. Terrible service all around. I'll stick with Zappos and Amazon with the impeccable service.
I have charges on my credit card that were credited and 2 months later put back on. I would call up and complain and they would take it off again and put back on later. I have talk to so many customer service people and they would tell me it's taken care of and it never is. I think I'm going to have a heart attack. I even cancelled my credit card and that still gets you nowhere. I just got a bill in the mail again and I don't have enough energy to call them back up. The customer people even read the notes from my last phone call and tell me it's all cleared up and I still get another bill. At this point I feel helpless.
After circling the store several times needing assistance and we were ignored by all employees. Finally, my wife asked for assistance, the store manager walked away dismissively. This continued rudeness by your manager caused my wife to express her disappointment which caused your manager to lose all control and screamed at my wife in front of my child and other customers. We left and will never return or purchase any items ever again. Further, I will express with enthusiasm my personal experience with everyone I know.
I have always have an acct with AE, always usually pay it off and then close at some later future if I need anything I reopen it. I had such a horrible experience with them. It was a nightmare, this time from the time I opened the account, I went online to open acct and get 15% off since I was doing some Christmas shopping and it said open a card get 15% off. The online app said I was approved but needed to call in. So I called and was greeted by some foreign accent guy whom I had a very hard time understanding. He asked me for some personal information and then said "congratulations you are approved" which I told him I had already been approved. Now I gotta look at my credit report to see how many times I got dinged by them. Then I ask him to give me my acct and discount, he refused said, "he don't do that!" Say what! He asked me personal information but he can't give me my information... HMMM...
Well feeling like I was scammed I went to AE store outlet near me and the manager was super nice very nice, he got my acct# for me and said I could use it while shopping there... I was relieved however, going to the cashier different story - very rude, kept asking me if I was sure I got approved and looking at me like I was indigent of some form. Really lady, finally I told her to wave the manager done, and she did, the manager came and told her the same thing I did, and then the cashier looks at me when her manager is gone and blames me saying I didn't explain right and she couldn't understand me... Say what!! We speak the same language. I told her what the manager told her. She was awful!!! Well decided to put that past me... I finally get to sit at home and do some online shopping with AE, well I ran into a snag. The 15% was never applied since they are advertising "get 15% off when you apply."
I decided to place an order. Well the order did not give me a 15% off and I called customer service three times, first rep said to place order and it would populate... Didn't happen. Next rep argued with me and literally called me a liar, was verbally spoken down to and mistreated, then she sent me to card services, why I don't know?! By then I was so upset I canceled the card, not worth the hassle and mistreatment.
I called back to cancel the order. I requested to speak to a manager, got some young girl whom claimed to be a manager, answered the phone and kept laughing. Told her my story for what is worth and in between conversation she kept giggling!!! "Said she put a higher discount after I canceled my order." "WHAT?" Whatever. I canceled the order and moved on. Never again. Goodbye AE. It's been really... Note to everyone the manager told me they hold off on giving discounts 15% around holidays although they advertise apply get 15%... So confusing and false advertising...
Did not disclose during sign-up for new credit card that a checking account (or debit card) was required to make an online payment. All other credit cards we've dealt with accept payments through a savings account. When contacted the customer service, was told "you should have read the conditions before you signed..." Really? I'm going to hold up the line to read all through the conditions for a $15 purchase? After a paper copy of the bill is sent to us, we will use a money order or my (the parent) check to pay the $15?? Bill and will then cancel the card and never shop in the store again... Since I (the mother) use cash for a lot of transactions (and could care less for the rewards program), this company has no idea what I spend. Money is money. It blew us away that they wouldn't take a savings account payment. Bad business sense... And you can't make a payment in the stores? Don't worry. Lost this family to any future business.
I have spent upwards of $60,000 over the last 10 years purchasing clothing for my kids at American Eagle. I will never spend another dime there. I recently attempted to return about $2000 worth of items - all brand new with tags and most still in the plastic bags that were sent in. The first time I ever tried to return anything there. And not only were my returns denied but I was treated like a criminal in the process. I had all of my receipts and was only asking for store credit - not money back. The store managers were too concerned about hurting their sales totals for the day rather than honoring their stated return policy which states nothing regarding a time limit. I was accused of stealing - funny I had no idea that they would provide receipts for stolen merchandise! I did not try to return everything in one day figuring it would be a problem and also take forever to process. I brought in small batches of $300 and was still denied.
"We want you to be totally satisfied with your purchase... If their are any issues we'd be happy to help fix the problem..." Right, as long as it does not include actually taking the items back. I was denied in three stores and then called the online complaint department and every CS rep I spoke with confirmed the no time limit return policy and was upset that the stores gave me such a hard time. I was even told by three of them that I was absolutely one of their highest spending customers and totally within my rights to return whatever I wanted to return. I was referred to a Courtney ** who told me to pack everything in boxes and ship it to their corporate headquarters and she would personally take care of sending me a merchandise credit. Which I did only to have them turn around and ship everything back to me claiming abuse of the return policy!!! I am seriously considering taking legal action against these thieves.
American Eagle Outfitters Company Information
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- American Eagle Outfitters