Complaints

This profile includes complaints for American Eagle Outfitters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Eagle Outfitters, Inc. has 159 locations, listed below.

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• 

  American Eagle Outfitters, Inc.

  77 Hot Metal St Pittsburgh, PA 15203-2382

• 

  American Eagle Outfitters, Inc.

  3473 Nicholasville Road Suite 832B Lexington, KY 40503

• 

  American Eagle Outfitters, Inc.

  611 S Main St Woodsboro, MD 21798-8822

• 

  American Eagle Outfitters, Inc.

  4801 Outer Loop Ste C564 Louisville, KY 40219-3205

• 

  American Eagle Outfitters, Inc.

  253 Crocker Park Blvd Westlake, OH 44145-6989

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.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered 2 pairs of jeans from American Eagle on 6/11/2025 for $17.46 a piece. I removed the tags so I could run the jeans through the washer to make sure they wouldn't fit differently. I shipped both pairs of jeans back to American Eagle with the tags detached but included. They rejected my return since the tags weren't attached and sent the jeans back. But they didn't send the tags so I can't return these in store either. I've messaged the company multiple times to get my tags back or reprinted but they're ignoring my requests.

  Business Response

  Date: 07/11/2025

  Hello,
  Im sorry to hear youre unable to return these jeans. As stated in our return policy all items must be unwashed, unworn, with all tags attached in order for a return to be processed, so unfortunately these jeans would not be returnable by mail or to a store location. The jeans were already returned to you as we received them and shipping materials were discarded of, so the tags are no longer available and cannot be replaced.
  
  

  Customer Answer

  Date: 07/11/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this to be the only resolution you're providing so I can't do anything more other than accept. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of transaction: 6/21/25 Cost: *****underwear and two shirts I've contacted the business 4 times so far and each time they tell me "they are doing their best"

  Business Response

  Date: 07/07/2025

  Hello,
  Im sorry to hear you havent received part of your recent order. This package was returned to sender by the carrier and was delivered back to our warehouse on 6/25/25. We have noted on the order that youd like the package reshipped, but this process generally takes about 2-3 weeks for the shipment to be reprocessed and assigned a new shipping label. If youd prefer to be refunded for this shipment please let us know and we can issue a refund, but at this time the order should reship as requested and tracking information will be provided once its available.
  

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want a refund on this order. 2-3 weeks to reship items that didn't even take 2-3 weeks to ship from the original order is not satisfactory customer service. I've disputed the charge on my credit card and want a refund.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 07/11/2025

  Hi *****,

  Unfortunately because you disputed the transaction and filed a chargeback we're unable to issue a refund on the order. You will need to continue working directly with your bank/credit card as they have already refunded for the order.

  Customer Answer

  Date: 07/11/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On April 18, 2025, I ordered an AE77 *************************** Neck Sweatshirt from American Eagle. - order number **********. On April 24th this item was delivered. On April 25th, I set up the return for this item as it did not fit (Tracking number ****************). It was unworn, with tags and in perfect condition. On April 25th, I dropped this off with *********** as per the tracking information. It was not delivered to American Eagle until June 4, 2025, which is beyond the refund date - I was refunded for the other two items in the package last week. Today, on June 23rd, I have received the sweatshirt back from AE without tags and covered in grease (see photos) saying I would not be refunded given the condition and the item is now marked as final sale online. I am not sure what happened with this package, given the excessive delay, but I absolutely did not send it back looking like this. I am unable to take this up with *********** given the sender has chosen this delivery service. I want to be refunded for the item I returned properly according to policies.

  Business Response

  Date: 07/11/2025

  This item has now been refunded. $33.22 CAD will be processed back to your ****** account within about 5-7 business days. In the future we are not responsible for any damages that may occur to items in transit on their way back to us, so you may consider returning items in store if you're dissatisfied with the service provided by ***********.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve my complaint HOWEVER the merchant needs to understand that they are LEGALLY responsible for the carrier (Canada Post) they choose to use to set up their returns and not the customer. The closest AE store is 3 hours away from me, and even it wasnt, they are allowing people to return using Canada Post and therefore, are legally liable or required to offer a more reliable return option. Thank you.
  
  I accept the refund but would like the above message conveyed to close the matter.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased several items on 05/26 for my son. The first day he wore a pair of the shorts the zipper broke. I attempted to exchange the shorts for an undamaged pair since they broke on the first day. The advised they could not return or exchange them for an un-damaged pair. This is unacceptable. I spent ****** and they should stand behind their product. The shorts did not even make it a full day. I had the receipt as well and has been less than 30 days. Original trans# **** store ***** Member ID **************

  Business Response

  Date: 06/27/2025

  I’m sorry to hear the zipper on these shorts was damaged during the first wear. Our return policy does require items to be unwashed, unworn, with all tags attached for a return or exchange to be processed, but in the event that items are damaged or defective we can review and assist with a return out of policy if needed - I apologize if the store associate you spoke to did not offer any type of assistance.
  Please provide a photo of the damage occurring on these shorts so we can further review and assist as best as we’re able.
  
  

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint Against: American Eagle Outfitters Nature of Complaint: Faded Gift Card Refusal to Honor Valid Balance To Whom It May Concern,I am submitting this complaint regarding a gift card I purchased from American Eagle approximately two to four years ago, which still carries a balance of $125.71. The card in question is physically intact and still swipes, confirming that it is active and tied to an account with funds.However, due to the poor quality and design of the card at the time it was issued, the printed card number and PIN have faded away, rendering them unreadable. This is a known issue with older American Eagle gift cards, and I find it unacceptable that the company is refusing to retrieve or reissue my balance solely because the PIN is no longer ****************************************************** claim that they cannot retrieve the funds without the PIN is not only inadequate but irresponsible, considering the card remains readable through swiping and the balance is still present. I am in full possession of the physical card, and I have included photographic copies of both the front and back as proof.This is not an issue of lost or stolen property this is a matter of the company failing to support its own product due to wear caused by its design. I am requesting immediate resolution in one of the following forms:1.Recovery and release of the full balance ($125.71) to a new card or through another payment method, or 2.Reissue of a new gift card with the original balance restored.If this matter is not resolved, I will consider pursuing further action, including filing with additional consumer protection agencies and sharing this experience publicly.Thank you for your attention to this matter.Sincerely,****** *******

  Business Response

  Date: 06/27/2025

  I'm sorry to hear of the trouble you've had with this gift card. Without the full gift card number available we have no way to look up the card in our system to confirm the PIN to apply the funds to a purchase. If the card is able to be swiped on a store register to obtain the full gift card number, please provide that full 16-digit gift card number that appears so we can replace the funds onto a new gift card. Alternatively, when shopping in store if the card swipes and shows the full gift card number, the store can call in to our corporate customer care line they have access to, where our team can provide the pin over the phone to complete your transaction. Lastly, if the full card number is not available and cannot be produced, please provide a copy of the original purchase receipt for the gift card so we can try to locate the full gift card number to assist.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Returns received May 16, 2025.The website shows: When will I receive my refund?If youre shipping an online order back to us, please allow up to 2 weeks for us to receive your items and issue a refund.Order ********** and ********** To date, no refund has been issued.

  Business Response

  Date: 07/07/2025

  I apologize for any frustration or inconvenience caused by this return delay. These orders have now been refunded as of 7/7/25. Thank you for your patience.
  
  

  Customer Answer

  Date: 07/08/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On June 14th, 2025 at approx. 11:30am - 12 noon, my wife and I went into one of my favorite stores, AE for jeans. My wife is in the army and the store is 6 miles from the army base so it was very convenient for her to come and get her first outfit (after months of army training where they could NOT wear normal clothes) from somewhere that we both love. She tried the jeans on and I went into the dressing room along with her. The store manager came and advised us that it is 1 per dressing room. Immediately, I left out, leaving my wife in the dressing room alone. As I stood outside of the dressing room, the manager continued to antagonize me, telling me that "you shouldn't be in there with her to begin with..." when I said absolutely NOTHING to entice such a nasty and rude remark. I told the manager to stop speaking to me and she told me to leave. I ignored her and she continued to antagonize me, stating that she doesn't know why I am still standing there and telling me that I can leave, yet again. I finally replied and told her to stop provoking me and that this behavior was extremely unprofessional and that I felt as if she was trying to provoke me because I am LGBT or Military simply because I had dont NOTHING to her for her to constantly antagonize me AFTER I'd done what she wanted, which was leaving the dressing room. AE has been one of my fav places since I was 15 years old and all I wanted to do was fit my wife for some jeans that I knew to be excellent and leave but instead, I was provoked and harassed by a manager who seemed to be having a bad day. Not only was that embarrassing, rude and unprofessional but I felt so targeted and picked on that I simply told my wife to put the jeans down because I couldn't fathom giving my business to a store who would bully us in such way. Idk what the resolve should be but I couldn't go without making this occurrence known and I hope that the manager is dealt with because that treatment was horrible and uncalled for.

  Business Response

  Date: 06/25/2025

  Hello,
  I’m very sorry to hear of this disappointing experience recently at our Southpark Mall store. I also see you recently called in on 6/23 about a second visit to this store and this manager’s actions, and due to the severity of your concerns this has been escalated to the appropriate management & HR teams to review and handle internally. We strive to create a welcoming, comfortable environment in our stores at all times, and it’s upsetting to hear this wasn’t how your visits went. Someone from my team (corporate customer care) may be reaching out in the coming days (either via email or phone) about your visits, so please keep an eye out for future communications.
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 5/1/25 I placed an online order #********** $1,077.38 On 5/4/25 I placed another online order #********** $220.48 On 5/09/2025 I returned parts of each order: ********** refund expected $141.53 (7 items) and ********** $779.17 (27 items)Both packages were received on 5/12/2025 via tracking numbers 1ZK583679014468057 and 1ZK583679020338444.I attempted to contact AE on 5/19/25 regarding my return status after my wifes order was refunded (they were shipped same day and received same day). I was told it could take up to 4 weeks as they were experiencing delays. I contacted them again on 6/2 and spoke with a supervisor who told me they couldnt do anything and they were experiencing delays but I would have my money by 6/9. On 6/12 when I still hadnt received my money I chatted and was told I had to contact my bank as they processed the refunds. I called my bank and was told no pending refunds were on my account. I submitted a dispute with my credit card and my debit card (2 different payments for the 2 orders). I then contacted AE by phone again and was told because I submitted a dispute I had to email customer service. I emailed them only to be responded back with generic delays in processing emails. This is unacceptable as my credit card has denied the dispute because ae sent them back a receipt for the original order but not the refund. The bank dispute is still pending. At this point I am requesting a full refund for both orders as this is unacceptable and its been over 30 days forcing me outside my normal return window!

  Customer Answer

  Date: 06/16/2025

  ADDITIONAL INFORMATION:

   

  See Attached.

  
  

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought 5 pants m/****** for my son almost 3 months ago and wanted to exchange for exact same items 1 size bigger. Advised of strict exchange policy which makes 0 sense. The store manager was extremely rude about it and said at the end call CS. The guy there said oh well nothing I can do best of luck. We spend 1000s here a year and this was the absolute worse experience!

  Business Response

  Date: 06/17/2025

  I’m sorry to hear of any dissatisfaction occurring with our return policy and 60-day return/exchange window, and that the store manager was not able to grant an exception. Unfortunately once 60 days have passed from 
  the purchase date items can no longer be returned for a refund. The only option after 60 days would be to process an exchange as if you did not have proof of purchase which allows for the exact same item in the same style and color to be exchanged for a new size, but these even exchanges can only be processed in store and the item must be in stock to exchange.
  

• Initial Complaint

  Date:06/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order using a birthday reward they sent. The order was shipped quickly but then marked as delivered without actually being delivered. The company uses unheard of delivery carriers who hire independent gig workers. The delivery company said they cannot help and told me to contact the company I ordered from. I contacted on Thursday and was told the system wasnt working and to contact back for a refund. At this point I had to go into store to get what I needed because I needed the items I ordered for a vacation trip. I then had to contact again today for a refund and was not its not possible. The person was incredibly rude and said they cannot help me and they are not responsible for their products making it to me even though I have no proof it even was delivered, I actually have proof via my doorbell camera that it was NOT delivered to me at all.

  Business Response

  Date: 06/24/2025

  I’m sorry to hear you didn’t receive this recent delivery. We allow for one courtesy refund to be issued if packages are marked as delivered but aren’t received, and since we’ve previously issued two refunds for the same issue at the same address, we are not able to issue a third refund for packages that may have been lost or stolen after delivery was confirmed by the carrier. 
  To have this decision reconsidered please email your doorbell camera footage/proof from the time of delivery was marked as completed - Tuesday June 10th at 2:01 EST - to [email protected] so we can further review.