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

  1262 Vocke Rd # 150 Cumberland, MD 21502-7788

• 

  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

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:06/05/2025

  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.

  Placed an order containing 10 items. 2 shipments. The first shipment I received perfectly, and the 2nd shipment was late and missing items. I contacted them via chat to inquire about the whereabouts of the remainder of my order and to make sure there wasnt another package coming. They said they would investigate and it ultimately ended up in them denying any responsibility for the missing items. I am still missing the 4 items, they have not arrived and I do not have the money. Please look at my account. I have never had an issue with a missing item ever before. Ive spent thousands this year alone. I am a huge fan of aerie and just want the items I paid for or a refund.

  Business Response

  Date: 06/13/2025

  Im sorry to hear one of the packages from your recent order was missing a few items. *** issued a refund for the 4 missing items, which will refund $136.66 back to your Apple Pay account. If youd like assistance with a replacement order please call us at ************** for a phone agents assistance placing a new order with matching prices applied.

  Customer Answer

  Date: 06/14/2025

  
  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:06/02/2025

  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 returned items from two orders, over three weeks ago and still have not received my refund. I have contacted the company but they did not respond to my most recent request for an update. The items I am seeking a refund for are as follows: Order ********** shine cheeky boy shorts and bikini top and sneak peek t-shirt Order ********** lace bikini top and bottom and ***** bikini top and bottom size large

  Business Response

  Date: 06/12/2025

  I apologize for the delays impacting your recent returns. Due to an influx of return volume and problem returns (items sent without tags attached, or items from orders outside of the 60 day return window) our warehouse is currently processing returns about 2-4 weeks after theyre delivered. As long as all items have tags attached they will be refunded once the full return has been processed, but if any items mailed back do not have tags attached they will not be accepted for a return and will be mailed back to you. Thank you for your patience during this process. Please continue communicating with our customer service team through phone or chat, available here - ********************************************* - with any other questions or concerns.

• Initial Complaint

  Date:06/02/2025

  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 returned the items via *** on 5/2. American Eagle received them on May 7th. I've ontacted them 4 times. Twice by phone & twice by ********* still ave not received my refund for $132.35 back on my PNC debit card. They have all told my the same thing, "We are having delays in our warehouses"This Wed 6/4, will be 4 weeks since they received my return package. How long am I supposed to wait for my refund?

  Business Response

  Date: 06/12/2025

  I apologize for the delays impacting your recent returns. Due to an influx of return volume and problem returns (items sent without tags attached, or items from orders outside of the 60 day return window) our warehouse is currently processing returns about 2-4 weeks after theyre delivered. Since its been 4+ weeks without your return being processed Ive issued this refund manually, and $137.35 will be issued back to your **** ending in 9653 within about 5-7 business days.
  Please note that if your items did not have tags attached this is likely why your return was delayed, since all items are required to have tags attached in order to be returned. Please continue communicating with our customer service team through phone or chat, available here - ********************************************* - with any other questions or concerns we can help with.
  

• Initial Complaint

  Date:05/30/2025

  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 have been shopping with American Eagle on and off since the late 90s. I've never had a problem with a return until now. Unfortunately my entire last order didn't work out, and I returned all items in it. I received a notification that one of the items was being sent back to me because the tag was removed, however I never removed any tags. I tried the items on and back in the bag they went. When I received the returned item, I saw that the plastic piece of the tag was still in tact. It's possible I received the item with no tag, or it ripped off in the return process. Either way, as a customer for so many years, I am disappointed that AE wouldn't take my word for it that this was not my doing. If I receive a refund for the item, I may consider continuing to shop with them.

  Business Response

  Date: 06/09/2025

  Im sorry to hear of any dissatisfaction with our return policy and requirement for all tags to be attached. All returned items are inspected by our warehouse staff, and any items that do not have tags attached are not eligible for a return and are mailed back to the customer. Unfortunately since this shirt was not mailed back to us with tags we are unable to grant an exception to refund the item.
  

  Customer Answer

  Date: 06/10/2025

  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.
  
  To reiterate, I did not remove the tag. This complaint is not about getting a refund for a $25 shirt, but rather the treatment and distrust of your longest customers. I have read other complaints here about "one-time exceptions" being made, but apparently I'm not worthy enough for that either. While this outcome is disappointing, there are many other brands that treat their customers better than I am happy to support.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/30/2025

  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.

  4/25 - Placed order #********** - 6 pairs of jeans Order arrived in two packages: 4/29 ******* ************ - weight 1.2 lbs 4/30 ***** 1ZA33W960326637958 - weight 7.40 lb 5/2 Created return request for all 6 items & dropped off package containing all 6 items at ***** 1ZK583679026307494 - weight 8.9 lbs 5/9 Return received by American Eagle Outfitters 5/15 Received email that refund was processed and closed out for only one item in the return. 5/16 Contacted customer service, they said someone would be in touch 5/19 **************** responded talking about rewards? AKA not relevant to my refund at all. 5/19 I told customer service to reread my email and explained that I returned 6 items worth $259.80, but was incorrectly refunded for only one item at $52.39, 5/21 Received response from customer service saying returns take 7-14 days from the time they receive the return. 5/23 I sent a follow up as it had been 14+ days and reexplained that there is an error that needs to be manually corrected, as I was already refunded for one pair of jeans, but the remaining five are missing. 5/27 Received a response from customer service saying that now the returns process is 20+ days. 5/30 Responded again saying it was now 20+ days, and once again reiterating that the issue is not with the returns process taking long, the issue is that the return has been marked as completed/refunded, even though I have not received the refund for 5 out of 6 items. The problem here is no one from customer care is understanding that there is an error with the completed return. They keep thinking that I am reaching out about a return that has not been processed yet.

  Business Response

  Date: 06/17/2025

  I'm sorry to hear your full return was not processed at the same time as the one item you did receive a refund for; the full return/refund has now been issued, and the remaining $207.41 will be processed back to your **** ending in 9999.

  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:05/30/2025

  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.

  American Eagle denied a return of an item that was packed up with everything it arrived to me with (it was a pajama set, sold as a set, with no individual hang tags). This includes the pajama shirt, the pajama shorts, the cardboard backing, and the ribbon with the paper tag centered and tied over the set. You can see a photo of this exact packaging as advertised on the website attached in the supporting documents. I ordered 2 sizes of this set, * and L, as I did not know which I would need. Within the span of 5 minutes, I tried on both sets, decided which I was keeping, and packaged the * set back in the exact packaging it came in and set up the return by mail. I did not remove anything from the items or the packaging. American Eagle has since shipped my return back and denied the refund, saying it did not have the original tag attached. They shipped it back to me WITHOUT the paper tag (with the barcode), without the ribbon, and witnout the cardboard backing that I returned the item with. Now, I have no way to return it, even if I went to a store, because they have removed the original barcode (paper tag that was on the ribbon) when returning the item to me. **************** simply said there were no tags and would not look at the item page showing the paper tag (as the item is sold as a set, not two individual pieces). Disappointed in the dishonest return warehouse and will not be shopping here again. Please issue my refund.

  Business Response

  Date: 06/18/2025

  I'm sorry to hear of any trouble you've had with this return. A member of our corporate customer care team refunded this item on 6/12, issuing $42.75 back to your American Express used on the order that may take 5-7 business days to process and appear on your account. 

  Customer Answer

  Date: 06/19/2025

  
  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:05/30/2025

  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 have an order being delivered to the wrong address.. I immediately called after the order they are telling me no matter what the package will be delieved to the wrong address which is over 17 hrs away.. their isn't a good resolution and their words to me is IF the package gets returned.. but with no definition of exactly what procedures are in place when things like this happens.. I want my order delivered to the right address

  Business Response

  Date: 06/06/2025

  Hi ********,

  Im sorry to hear your order was placed to the incorrect address. Unfortunately orders placed with expedited shipping are unable to be edited or cancelled, as these orders skip a remorse period and move straight into processing to be shipped and delivered within the advertised window. Your order was placed with AfterPay express checkout directly from your cart, so the address was pulled directly from that accounts settings - I would suggest checking/editing the address on this account, as well as any saved addresses on your ****** account, to ensure the old address is no longer saved or being used.

  Additionally, once an order is shipped the carriers are then responsible for completing delivery and we're unable to make any updates or changes to a delivery. One item from this order was shipped via ***** and was marked as delivered today, June 6th, but the other three items are being held at a *** pickup location. In this situation since the package has not been delivered nor returned to sender yet, *** may be able to redirect the delivery to the updated address or another *** store/pickup location near you. Please see the carriers tracking (*** #1ZA33W960326829134) for full details and to review delivery options for this shipment. 

  Since the first shipment for one item was delivered and will not be returned to sender Ive issued a refund, which will process $17.64 back to your AfterPay account. Please reach out directly through our contact page if you have any additional questions or if we can assist with anything else - *********************************************.

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  I was shopping at American Eagle (Store #**** in ********, **) with Cashier: NL3443, on May 28, 2025, at 4:43 PM. At checkout, the cashier offered me a discount if I signed up for their rewards program. I explicitly asked whether this was a credit card, and the cashier clearly told me no, she said it was just a rewards membership.I agreed to sign up under that understanding.However, after the transaction was processed and I went to pay, the cashier admitted, Oops, it is a credit card. At this point, I had already been signed up and charged $174.47 on the new AE **** credit card without informed consent. This is deceptive and misleading. I never would have agreed to open a credit card account had the true nature of the offer been disclosed upfront.I now have a balance I must pay before I can close the account. I am concerned about potential damage to my credit score from an account I did not knowingly open. I have receipts and proof of purchase (attached), and the card information shows it was processed under AE **** on May 28, 2025, at 4:43 PM.Resolution Requested:I want this account closed as soon as the balance is paid.I request that no interest or late fees be charged.I request that this account not be reported to credit bureaus or that any such reports be removed.I also ask that American Eagle retrain staff to clearly disclose when a customer is applying for a credit card, not disguise it as a rewards program.This experience was deceptive, stressful, and unacceptable. I am seeking help resolving this issue through the Better Business Bureau (BBB) before pursuing further escalation.Thank you for your **************** Burghouts ********************** *******************

  Business Response

  Date: 06/06/2025

  Hi Paris,
  Im very sorry to hear you were unknowingly signed up for the *************** credit card in store. All of these credit cards and accounts are owned and operated by *******************, so unfortunately we have no access to your credit account to assist in closing the card or removing any fees associated with your balance. You will need to contact ******************* directly for assistance closing or disputing your account or any interest charged. They can be reached by telephone at ************** or live chat at *******************************************.
  I will, however, be able to share your concerns with this stores management & district leadership team to ensure theyre aware of this matter and to provide coaching to the associate who processed the credit application & transaction. Thank you for bringing this to our attention. If you need further assistance please reach out through our contact page, available at the following link: *********************************************.
  

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising 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 went to American Eagle at the *************** in ******** today May 25 and saw the sign out in front that said shorts and jeans. Buy one get one ant 50% off. I found a pair that fit me and the associate repeated the sign saying I could get 50% off of another pair, so I grabbed another pair. When I went up to Pay instead of buy one pair and get one pair at 50% off, it is 25% off of each pair which is a large price difference. I know the sales been going on for a long time as I have been a longtime customer however, I usually buy multiple things at onceand perhaps have not noticed that this is how theyve been charging. This feels like false advertisement to me as it is a pretty large pricedifference.I told them to get rid of the other pair and only bought one pair however I think something should be said because this is false advertisement.Their sign should say buy two pair and get 25% off of each pair. That would be an accurate account of how their sale is working.

  Business Response

  Date: 06/13/2025

  Im sorry to hear of any dissatisfaction or confusion occurring with our BOGO 50% off promotion. When two qualifying items are purchased 50% of the higher priced item is discounted across both items, which ensure customers receive the discounted price on both items if returns need to be made. I apologize if the associate saying 50% off another pair implied that pair would be discounted 50%, but instead that adding another pair of shorts would qualify both item for the promo discount.

• Initial Complaint

  Date:05/21/2025

  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 bought a bathing suit online. The day after I received it I requested a return and mailed it back. They have received the merchandise back in perfect condition however they will not refund my money per their own return policy. I am demanding that they refund my entire purchase price immediately.

  Business Response

  Date: 06/09/2025

  Im sorry to hear of your dissatisfaction with our return processing timeframe and the time it took for your return to be issued. These two items were refunded on June 4th, issuing $53.84 back to your Apple Pay account which will process in about 5-7 business days .Please note the original shipping fee of $7.95 + tax ($8.51 total) is not refunded when items are returned, which is why your refund is $8.51 less than the original order.