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Business Profile

Clothing

American Eagle Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:12/21/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to return some American Eagle items in the store. The sales associate was extremely rude to me throughout the interaction. I had evidently missed the return window by a week (due to a family emergency, I have been unable to make it to a store). The return policy had changed and that had not been sufficiently announced on the website. I was told that if I'd searched their return policy, I would've seen the change. But I have shopped at this establishment for years and am very aware of their return policy. I do not check it regularly as I know the store and in the email confirmation I got for my online order, there was no mention of a changed or new return policy anywhere.The woman at the store did tell me that I would be able to exchange the jeans I had purchased for jeans of the same style but in a different size or color. Another sales associate was listening in on the conversation and chimed in that this was accurate. She also told me I could do this online at my own home if I didn't want to wait in the long line and then figure it out in the store. I was extremely frustrated with her demeanor and decided to do it at home. However, after a long conversation with an online customer service representative who also showed no leniency on this return policy change, I was told this exchange option is not available. I explained to them that this was what was told to me at the store and they were emphatic that this was misinformation and the store associates had given me incorrect ************** now I am stuck with these jeans and am frustrated by the lies that have been told to me by the sales associates. All I want is a refund or store credit for these clothes.

American Eagle Store is NOT a BBB Accredited Business.

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