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

• 

  Aerie

  50 Holyoke St Holyoke, MA 01040-2709

• 

  American Eagle Outfitters, Inc.

  26300 Cedar Rd Beachwood, OH 44122-1158

• 

  American Eagle Outfitters, Inc.

  7850 Mentor Ave Mentor, OH 44060-5582

• 

  American Eagle Outfitters, Inc.

  Central Ohio Locations Columbus, OH 43215

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: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

  Im sorry to hear you didnt receive this recent delivery. We allow for one courtesy refund to be issued if packages are marked as delivered but arent received, and since weve 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 ******************* so we can further review.

• Initial Complaint

  Date:06/14/2025

  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.

  How they changed there 100% satisfaction return policy if items are torn by default

  Business Response

  Date: 06/17/2025

  I'm sorry to hear of any dissatisfaction occurring with our return policy. If items are received with damages or defects we are happy to help with a return or exchange, but items damaged through normal wear and tear is to be expected with continued use over time. The chat agent you spoke to was only able to locate an order from May of 2022 on your account as the most recent purchase, so if these shorts are damaged this would be considered normal wear and tear due to the age of the item, and would not be eligible for a return or exchange. Please visit this link for full details of our return policy if you'd like to review - ***************************************************.

• Initial Complaint

  Date:06/12/2025

  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.

  Placed my order on May 9, 2025. The first package came on May 14th. I received one of my items in the package, and the rest were incorrect. I contacted customer service immediately and told them that the items I received were wrong. I was told that to receive the corrected items, I would have to mail the incorrect items back to them and then call the customer service number back to reorder my items, once they were received from the distribution warehouse. I told them that I would return the wrong items, but I would like a refund of my original payment. I resent the incorrect items back to them, which were received by the distribution office on May 20th, and as of June 12th, I still haven't received my refund. I contacted customer service after 7 days (because that is what they state on their website) and was told it would be escalated and someone would get back to me in the next few days. Then I contacted them again, because I hadn't heard from anyone after those "few" days and was told it would be weeks before I would receive a refund. It has now been 3 weeks and nothing. To note: I did receive my second package with the correct item in and that is why I am only asking for a refund on the items I did not receive.I have never had this problem with AE/Aerie before. All I am requesting is that my debit card be refunded for the items I didn't receive and that they totally close my account after doing so. I will not be shopping with them moving forward. It should not take this long and be this hard to refund my account.

  Business Response

  Date: 06/17/2025

  Im very sorry to hear you received the wrong items and were missing others in your recent order. Unfortunately because a chargeback has been filed on the order were not able to push through a refund, so you will need to continue working with your bank/credit card regarding the refund for these missing items. I apologize for any inconvenience this may have caused and that were not able to provide more assistance.

• Initial Complaint

  Date:06/11/2025

  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 made a purchase at American Eagle on 5/18/2025 of two pairs of **** shorts and two shirts. I returned one pair of **** shorts on 6/2/2025 with no issue. I attempted to return the second pair, I was told both items had been returned on May 28th. While holding the one item in my hand, I informed the sales associate that was not possible. As she look further into their computer system, she stated that a refund for $74.86 had been processed on May 28th to a Discover card ending in 8836. I stated that I had not returned anything on May 28th and I do not have a Discover card. The sales associate acknowledged that the original purchase was made with a **** ending in 5806 (this is my credit card) and that their store policy states they must return refunds to the card of purchase. She stated she is not sure what happened and attempted to reach out the American Eagle corporate offices. After waiting on hold with them in the store for over an hour, all they could offer is I would need to reach out to my financial institution for further assistance. I will include their email below. Hello ******,Thank you for your patience. We apologize for the issues that you have experienced with your refund and understand your frustration. When a card is tapped in store as a contactless method, the card number that is listed on the receipt is a tokenized number and will not be the card number of the card holder. We were able to verify on our end that the refund has however been refunded to you and the funds have been released. Please contact your financial institution for further assistance as ** no longer has the funds. I have also included a letter from our bank as proof that the refund has been issued to you. Thank you for contacting AE. ****** *.American Eagle

  Business Response

  Date: 07/01/2025

  Hi ******,
  Im sorry to hear of any trouble youve had with this return. I was able to review the cameras from 5/28 when the return was made, and it looks like you or whoever had the shorts/receipt brought them in to have a sensor removed, but this was processed as a return even though you left with the shorts in hand. The refund was issued to a card that was tapped on the pinpad for a contactless refund, so the card number on the receipt may not match your actual Discover card number, but a refund was issued on this date
  Refunds preferably should always be issued to the same card that was used on a purchase, but if a different card is swiped/tapped the refund will still go through as expected, which is why it was able to be processed to an alternate card.
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Sent a return back to them in the mail. They received the package on May 14th. I still have yet to receive my refund of $132.87. I have called customer service several times and they keep telling me they are backed up and that my refund could take 4 weeks to process. It is now 4 weeks and still no refund.

  Customer Answer

  Date: 06/13/2025

  ADDITIONAL INFORMATION:

   

  See Attached.

  Business Response

  Date: 06/17/2025

  Im sorry to hear of any dissatisfaction occurring with the delay impacting your recent return. A refund was issued earlier today (6/17) by a member of our corporate customer service team, and $137.87 will be processed back to your Apple Pay account within about 5-7 business days. Thank you for your patience and understanding while this was looked into and being processed.

  Customer Answer

  Date: 06/17/2025

  
  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:06/09/2025

  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 my order on 5/25/2025. I was aware that it may take a week for my item to ship, however, I did receive notification that my item would arrive by 6/4/2025 at the latest. It has not even shipped and it is currently 6/9/2025. I have reached out several times and tried to speak to a supervisor to come to a solution, but have never been successfully transferred to one. The agents have told me I may have to wait ****************************************************************************************************************** after ordering that it may take 3 week for me to receive my package. I would also have to wait for additional shipping time by then. They are refusing to cancel my order and refusing to send me a new one with 2 day shipping instead. I find it unacceptable to refuse to cancel and refund me or resend my item.

  Business Response

  Date: 06/20/2025

  Im sorry to hear you didnt receive this recent order. Once packages are assigned tracking information we allow the carrier(s) up to 14 days to make any updates or to deliver packages successfully, but unfortunately since there were no additional updates to your tracking information for ************************************************** transit. A refund was issued for your order on 6/15/25 which issued $74.19 back to your AfterPay account, but this may take 5-7 full business to process. These clearance shoes are now out of stock to reorder, but I emailed a coupon for free two-day shipping if youd like to place a new order for a different style.

• Initial Complaint

  Date:06/09/2025

  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.

  The New Return Policy that went into effect has not been effectively communicated to buyers. The policy is hidden in a link coded deep within the website, this goes against ethical business practices. Stores are not displaying the entirety of the return process as an attempt to trick or mislead buyers. The amended return policy should be on every screen the customer can complete a return ******************** and clearly demonstrated in store. There is no transparency between business and consumer.

  Business Response

  Date: 06/17/2025

  Im sorry to hear of any dissatisfaction or confusion occurring with our return policy. Full details of our return policy can be found from the main help page by clicking into the Orders and Returns category, then the Returns + Exchanges subcategory, or from the main help page FAQ by clicking on the What is your return policy? question. Additionally information on returns is shown right above the place order button on ******, and is printed on the back of all store receipts and shown near the register. I apologize if you were unaware of the return policy guidelines when placing your order and were unable to return an item once the tags were removed as our return policy requires, but unfortunately because the item you're inquiring about no longer has tags attached it cannot be returned.

  Customer Answer

  Date: 06/17/2025

  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.
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/08/2025

  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 recently purchased a pair of womens boyfriend shorts. I followed the wash instructions and washed them once. I did not even wear them. The unfinished bottoms are frayed and completely falling apart. Ive had other shorts with the same unfinished bottoms the have not done this. I attempted to take them to the store to show them that it appears to be a defect or fabric issue but the store advised since tags were removed that they couldnt do anything. I was told to contact customer service. I contacted customer service who told me that I could take them to the store for them to look and determine if they are defective. This is absolutely what I tried to do and was refused any assistance. My only other option is to package the item and ship it out then in 2-3 weeks they will let me know if Ill receive credit or get the shorts returned. Absolutely frustrating to ship something out and not have a resolution when the store could have resolved this. I wanted a credit or refund because clearly these are going to fall apart and should not for $60.

  Business Response

  Date: 06/27/2025

  Im sorry to hear of any dissatisfaction occurring with these shorts and our return policy. Our return policy requires items to be unwashed, unworn, with all tags attached in order for a return to be accepted. If items are damaged or defective we are happy to review and grant an exception if the damages were caused by a manufacturing issue, however the shorts you purchased have a raw, distressed hem to begin with, so additional fraying when washing would be expected and would not be considered a defect and would not qualify the shorts for a return.

• Initial Complaint

  Date:06/07/2025

  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.

  I have attempted to contact the merchant regarding not receiving my package. The merchant has advise. I must wait another week before they can do anythingand then another 14 days after that for a refund to be issued I have email confirmation stating my package was delivered. I never received my package

  Business Response

  Date: 06/17/2025

  Im sorry to hear of any trouble youve had with the delivery of your recent order. Once orders are shipped we have no control over the tracking or any progress the carrier(s) may make in transit to know why your shipments were forwarded, so while were happy to issue a refund for these lost packages please reach out to **** directly for more information on why your shipments werent delivered successfully to the address in *********, **. Please allow about 5-7 business days for this refund of $82.88 to be processed back to your Apple Pay account used on the order. For assistance reordering please contact our customer service team at ************** so they can help reorder with matching prices and free shipping.

• Initial Complaint

  Date:06/07/2025

  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 placed an order for two pairs of shorts and a skirt. They were too big. I returned all three items with tags on and back in their original packaging. I returned using their return label via ***. The items were confirmed by American Eagle as received on May 13th. In the email it states after returns are received, to expect the refund within two weeks. It has now been FOUR WEEKS and no refund. I have sent 7 emails requesting my refund and I get an automated response telling me to wait because their warehouse is backed up. I just want my refund. They are holding my money hostage and refuse to help me.

  Business Response

  Date: 06/17/2025

  Im sorry to hear your return has not yet been processed. Unfortunately since a chargeback was submitted on this order were unable to push through a refund, so you will need to work directly with your bank regarding this chargeback/refund for the items. I apologize greatly for any inconvenience and frustration this may have caused.