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 172 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

  4449 Glengarry Dr Beavercreek, OH 45440-1374

• 

  American Eagle Outfitters, Inc.

  3473 Nicholasville Road Suite 832B Lexington, KY 40503

• 

  American Eagle Outfitters, Inc.

  611 S Main St Woodsboro, MD 21798-8822

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:04/06/2023

  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.

  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've read AEO's response and understand that use of the Real Rewards credit card can increase the number of points on my order. However, the AEO app specifically used the wording "Earn 17,220 points on this order. ***Or*** open and use a Real Rewards credit card and you'll earn 2x points today and every day." (see attached screenshot) This language seems to indicate that I should have received 17,220 points without using the Real Rewards card, which I have not received as of this date. That is where I am having difficulty understanding why I did not receive 17,220 points as it seems very clearly stated that I should have received that amount per the language used. I can understand if it was simply a poor choice of wording, but I would at least like confirmation if that is the case. In any case, I think that AEO should at least honor the points listed based on the wording of the statement as I really don't believe there is a lot of room for interpretation regarding what the statement "Earn 17,220 points on this order. Or open and use a Real Rewards credit card and you'll earn 2x points today and every day." means. I have been a huge fan of AEO and a customer for years, with no issues, excluding this one. The experience of trying to have this resolved has been unbelievably frustrating. I really don't think it is a lot to ask the company to just follow through on what was advertised.
  
  
  
  Regards,
  
  
  ******* ****

  Business Response

  Date: 04/14/2023

  Hello,

  We apologize for any confusion or discrepancy with the terms and points calculations of our Real Rewards program. We have reviewed your purchase and confirmed that the amount of points you earned on this order was calculated correctly. There are additional benefits of using a Real Rewards credit card for your purchase, or opening a new line of credit, so the possibility to earn 17,000 points is contingent upon using or opening a Real Rewards credit card. Your complaint and account information have also been forwarded to our Loyalty teams to review. 

• Initial Complaint

  Date:03/31/2023

  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 order in store, decided to exchange one of the pairs so they refunded me half of the money up front which I will attach a receipt of, I ended up changing my mind on the exchange and canceled that online and I need to receive the other half of my refund which would total $37.10, I have reached out to their customer service and they have escalated my case and said I would hear back within 48 hours and have heard nothing and it has been five business days. I have a receipt of what I was refunded and the order clearly shows that I paid $74.20 total and I have only received 37.10

  Business Response

  Date: 04/10/2023

  Hello,

  I'm very sorry for your experience with this purchase. Our records indicate that our corporate office issued a refund for $35.00 on March 31, 2023. Refunds typically take 5-7 business days to post back to your debit or credit card, but may take up to 30 days depending on your bank or financial institution. 

• Initial Complaint

  Date:03/16/2023

  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.

  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 assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  Hello,

  thanks for this lacking reply. 

  at this point it really doesn't matter what your policy is. Your agent gave me a promise. 2 times. It is up to you to do honorable business. I will not be letting you go back on your word, so you can continue to make this difficult or you can refund me, as I was promised. Thanks. 

  
  Regards,
  

  I am very angry that this has gone to this level. I have paid $125 at this time, and am due the FINAL refund difference of $85-$90 depending on taxes. Please PLEASE help me with this resolution. They are using their power to just ignore me and take my money and I am shocked that they are stealing from me. Thank you!

• Initial Complaint

  Date:03/02/2023

  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.

  This company is allowing people to use bank account numbers and routing numbers to steal from other banks, and create false transactions. As you can see on my mobile app. This was not used directly by my card as verified by card fraud protection. They directly used my bank account number.

  Business Response

  Date: 03/09/2023

  Hello,

  
  I'm sorry for any issues that have occurred with your bank
  account. I was not able to locate any orders or accounts within our systems, so we do not have any of your information on file. Even if you do shop with us online, we do not save credit card numbers for security purposes. We have an entire team dedicated to cyber security and they are
  constantly monitoring and updating our servers and software with the latest
  technology to ensure the data of our customers remains secure and protected. If
  your bank account has been hacked, please contact your bank directly. I also
  recommend filing a police report. If they need additional information, they
  will contact our corporate fraud department. 

• Initial Complaint

  Date:02/24/2023

  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 ordered to my street instead of my house from American eagle. I'm unable to change the adress after 1 hour. My tracking states bad adress. I don't know what else to do.

  Business Response

  Date: 02/28/2023

  Hello,

  If an order is unable to be delivered as addressed, or if the address is incorrect or incomplete, the package is returned to our warehouse as undeliverable. Your order has been noted for reshipment on 02/25. Once the package is received back at our warehouse, it will be reshipped to your correct address. Please note it may take several weeks for us to receive the shipment back. If this is a time sensitive matter, I would recommend requesting a refund and placing a new order. Our phone lines are open 24/7 to assist you. Our live chat is also available until midnight EST, but for security purposes we are unable to place orders through chat. 

• Initial Complaint

  Date:02/23/2023

  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.

  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.
  
  
  
  

  Thank you for helping me to resolve this issue. I am NOT receiving any promotional materials. What I am receiving are transactions receipts from purchases that are being made for merchandise in your store. This means my email address is still active in your system, and is still attached to an active rewards account. Please escalate this issue and find a way to completely wipe my information from all your systems. I have never consented to you having, using, or keeping my data. I insist you work harder to accomplish this request.

  
  
  
  Regards,
  
  
  
  **** **********

  Business Response

  Date: 03/09/2023

  Hello,

  I'm very sorry to hear that you have been a victim of fraud or identity theft. The Real Rewards account under your email address was closed on 11/29/2022 at your request. If you are receiving promotional emails you can unsubscribe via the link at the bottom of any email. Once the Real Rewards account was created, the final steps to create an ae.com account and link the two together was not completed. Therefore, we are unable to make any additional modifications in our system, such as changing out the email domain or removing the email completely.

  I can send an Account Activate email if you wish. Once you complete the final steps, you can edit the email address under Account settings. Please confirm if you wish to proceed in this manner. If you have filed a police report and need additional information for your case, please have the police department contact our corporate office for assistance. 

• Initial Complaint

  Date:02/07/2023

  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 ordered online, but never received any confirmation other than the $118 charge on my card. I checked out as a guest, but filled in my email info. My items were ordered on 1/30 and I have not received them or tracking information for them. I’m at a loss.

  Business Response

  Date: 02/09/2023

  Hello,

  I'm sorry you have not received communication about your order. Please contact our corporate office with the debit or credit card you used for the order for further assistance, as I am unable to locate any orders in our system with the information you have provided in this complaint. Our office hours are 9-5 EST, Monday through Friday and our phone number is 1-888-307-3672. 

• Initial Complaint

  Date:02/06/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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,
  
  
  ***** ******

  Business Response

  Date: 02/07/2023

  Hello,

  I'm very sorry for the delivery issues that have occurred with your order. Given the amount of time that has passed since the last tracking update, we do consider the package to be lost. Our system does not permit us to resend merchandise, so a refund will be issued and a new order will need to be placed. You will receive a return confirmation email from ae.com and should see the refund post back to your method of payment within 5-7 business days. Please note that it may take longer depending on your financial institution. 

• Initial Complaint

  Date:01/27/2023

  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.

  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.
  
  
  

  reject this response.  I paid for an item I did not receive.  The refund was for the original order.  I submitted another order ànd made my payment in the order.  It is not for me to check with the carrier as to an investigation.  The company chose the carrier not me.  Whomever they mailed the order to and signed, not in the same building as I is not recognizable.  I did reach out to fed ex and told them item not received.  No one has tried to contact me.  I'm confused as to why I have to jump through hoops when I am not at fault
  

   

  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 02/17/2023

  Hello,

  I'm sorry to hear you did not receive your order. Your order history indicates that we issued a refund for an order not received in January 2023 that was also confirmed as delivered by the carrier. Because we have already issued one refund for an order not received, we are unable to issue any future refunds for orders that are confirmed delivered by the carriers. We recommend to file a claim with FedEx. If you wish to have your packages delivered to an Access Point, you would need to enter that address as your ship to address, instead of your home. However, we utilize several different carriers and cannot choose which carrier may deliver the shipments. If you suspect your packages are being stolen, we would also recommend shipping to a different address in the future that may be more secure. 

  Business Response

  Date: 02/28/2023

  Hello,

  I apologize I'm not able to help further with this matter and I do understand your frustration, but AEO's internal corporate policy dictates that we will only issue a one time courtesy refund for claims on orders that are not received, but have been confirmed delivered by our carriers. Any future orders shipped to that address with confirmed delivery will not be refunded after the first refund for non-receipt of an order. 

  Customer Answer

  Date: 02/28/2023

  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.
  
  
  

  From: ******* ******* *********************

  Date: Tue, Feb 28, 2023 at 11:54 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  How,
  
  I read the response from the company.  That is not my fault that the carrier you chose delivered to the wrong building..   The name that the package was signed for was not by any of my neighbors, I checked.  The company chose FEDEX as the carrier rge second time.  The first time, it was an unknown carrier.  So, I'm am holding the company responsible for this discrepancy as I paid in full the merchandise and have yet to get my merchandise.  The company did not do the diligence in reaching out to FEDEX.  That's their responsibility and not the consumer to jump through hoop

   

  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/13/2023

  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.

  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. Clearly you did not understand the initial reason for the complaint. After my recent experience however with American Eagle I will no longer be purchasing from your establishment. Please review the call records I made on January 8th to get a better understanding of exactly why I filed this complaint in the first place. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *** ********

  Business Response

  Date: 01/19/2023

  Hello,

  I'm very sorry for your experience and that there were systemic technical issues that prevented you from being able to redeem your rewards when you visited our store. Replacement rewards were issued to your account and have all been redeemed.