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

  4202 Baldwin Rd Auburn Hills, MI 48326-1267

• 

  American Eagle Outfitters, Inc.

  120 Washington Avenue Ext Albany, NY 12203-5368

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:01/12/2023

  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.

  Niece placEd ***** ********** on 11/26 using my payment. Sent the package back but the label stopped working early December. I was asked to contact fedex who cannot help because the account holder has to file the claim. I spoke to a representative who said the package was lost and I would be refunded. I never received an update and had to contact again and was told there was no information on this and to keep sending reports

  Business Response

  Date: 01/19/2023

  Hello,

  A full refund was issued for this order on January 14. Refunds typically take 5-7 business days to post back to your account, but may take longer depending on your financial institution. 

• Initial Complaint

  Date:01/09/2023

  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.

  My package from American Eagle (******** ****** ********* was out for delivery on Friday, January 6, 2023. When it wasn’t delivered, I checked the tracking info again and it stated, “gate code prevented delivery”. I do not live in a gated community, nor is there a code required to access any point of my property. I have attempted to reach LSO, but their call center is not answering calls at this time. I have also attempted to reach them by email, but have received no response. This pattern of missing and undelivered packages is unacceptable, and to outright lie regarding the reason a package was not delivered should be criminal. The companies still using LSO, would do well to sever ties. I will no longer order from companies that utilize LSO for shipping. I would like a resolution to this immediately.

  Business Response

  Date: 01/19/2023

  Hello,

  The tracking indicates your order was delivered on Monday, January 9. Your order indicates that you returned two of the four items to our OKC Outlets location on January 14. We do have a ship to store option that you may want to utilize for future orders because we are unable to select which carriers our orders are shipped through. All deliveries to our stores are shipped via FedEx. 

• Initial Complaint

  Date:01/06/2023

  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.

  I ordered 2 items from American Eagle which were sent via UDS. I got an email stating yesterday that my package had been delivered. It hadn't. My mother was home all day. Other packages came. This one did not. I filed a case with UDS and told them this. Today, I get an email from Courtney of UDS stating that my issue had been resolved and to see attachment. The attachment is a picture of a package sitting outside a house THAT IS NOT MINE. I don't know who's house it is, but is NOT MINE and is not the address that was provided for delivery. Attached below is the picture they sent which apparently proves that the package was delivered. Again, THIS IS NOT MY HOUSE!!!!

  Business Response

  Date: 01/09/2023

  Hello,

  I'm very sorry for your experience with this order and that your package was delivered to the wrong address. A refund was issued to your order on 01/08/23. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution. If you would like to replace your order, our phone lines are open 24/7 at 1-888-232-4535 and our team is always happy to assist you with price matching. 

• Initial Complaint

  Date:12/24/2022

  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 paid $20 for express shipping for overnight guaranteed delivery by Christmas and my item is still not here. I am frustrated bc online the item I wanted to purchase said available in-store at water tower place in Chicago. So I went after work and the item was not there. The worker told me they used to have an entire wall of the item I wanted, but now no longer carry them and the website has not been updated. So, because I waited to pick this item up in store, I had to order online and pay express shipping to get here in time. I ordered my item on 12/21…it is 12/24 and the item is still in Tennessee. The $20 express shipping was guaranteed overnight delivery…it should’ve been delivered before the storm hit late on 12/22-into 12/23. I’d like a refund on the express shipping. Please refund my account the $20 for express shipping as the item was not delivered by the guaranteed date. Thank you.

  Business Response

  Date: 01/09/2023

  Hello,

  I'm very sorry your order did not arrive on time. Your shipping was refunded by a member of our customer service team on 12/30/22. Refunds typically post within 5-7 business days, but may take longer depending on your financial institution. 

• Initial Complaint

  Date:12/23/2022

  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.

  Why are you still using LaserShip to handle your shipping and delivery? There are multiple complaints in various states and horrible reviews all around..
  
  My order said it was delivered on 12/7/2022 and it never arrived. I then hopped online and saw that the Woburn, MA location (where my clothes are currently) along with other locations all had issues with delivery.
  
  LaserShip is so outwardly a horrible company, and I question AE’s business operations as a company, probably choosing the cheap option and not considering customer experience as a factor.
  
  Please give me a refund. My order number is: ***********

  Business Response

  Date: 01/09/2023

  Hello,

  I'm very sorry to hear that you did not receive your order. I have issued a refund for non-receipt. You will receive a return confirmation email from ae.com and should see the refund post to your account within 5-7 business days. If you need any additional assistance or would like to replace your order, our phone lines are open 24/7 at 1-888-232-4535. 

• Initial Complaint

  Date:12/20/2022

  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 placed an order from American Eagle’s website on 12/19/22. When I was checking out, there was an option to pay a $15 fee to have 2 day delivery and their website specifically stated ‘arrives by December 21st’. I am leaving early December 22nd to go home for the holidays, so I paid the extra amount to make sure I got my parcel in time to pack the items for my trip.
  I am now receiving notifications that my parcel will not be delivered until 12/22/22.
  I contacted American Eagle and was informed that they ‘are not able to control carrier delays’.
  They refunded my $15 shipping fee, but now I don’t have the items that I was going to take on my trip based on the guarantee on their website that it ‘Arrives by December 21st’ (I took a screenshot of the guarantee when I made the purchase), and I also won’t be home to retrieve the parcel off my porch so it may be stolen.
  I think it is completely unethical for their company to encourage customers to pay for ‘expedited’ shipping with listed guaranteed dates when they don’t actually guarantee those delivery dates.
  I think they should be forced to remove those guarantees from their website because it is a highly deceptive and misleading practice.
  Now, they have my $$$$ and I don’t have the items I ordered for my trip. It is completely unacceptable for them to continue this practice.
  They are luring customers to spend extra $$$ on shipping even though they can’t guarantee the dates that they promise on their website.

  Business Response

  Date: 01/09/2023

  Hello,

  I'm very sorry your order did not arrive on time as expected. To ensure same day shipping, orders must be placed by 1 PM EST. Your order was processed for shipment by our warehouse on 12/19 at 1:27 PM, but was not picked up by FedEx until the next day, which caused the order to be late. We're very sorry for any issues or complications this caused. 

• Initial Complaint

  Date:12/19/2022

  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.  A credit has not been issued and I have already paid for the merchandise and do not have it.  AE needs to have a system in which they can reship incorrect orders, instead of issuing credits & having consumers reorder products.  It is a hassle not to reship items that weren't shipped originally.  I have been in contact with AE's customer service & now BBB, simply reship the missing item.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******s. That's not acceptable because I want the missing item. Rather than figuring out how to get the missing item reshipped, the Chat operator wants me to call AE and they can reorder the item. I'm already on the Chat, why do I want to call, if Chat cannot re-issue missing items, this needs noted ahead of starting a Chat. I also don't want to re-order, because I already ordered, I don't want my credit card refunded, to charge it again. The Chat operator ended the chat, without addressing my issue of the missing item. I just want my missing item shipped and not contact several different avenues to do so.

  Business Response

  Date: 01/09/2023

  Hello,

  I'm very sorry for your disappointment with this order and that you were missing items from your order. Our system does not permit us to resend merchandise without creating a new order, which is why we must issue a refund and a new order will need to be placed. Our phone lines are open 24/7 and our team is always happy to place an order for you and price match your original order. We apologize for the inconvenience our systemic limitations and capabilities may cause. 

• Initial Complaint

  Date:12/15/2022

  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.

  The items are no longer in stock and they had told me there was nothing they can do. I was told I would have received a call back from someone in corporate on Thursday morning, it is now Monday and I have not received a call. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 12/16/2022

  Hello,

  I'm very sorry you received the wrong order, as well as for any miscommunication regarding the options available to receive your correct order. Our system does not permit us to resend merchandise, so in these types of situations a refund must be issued and a new order placed.  A refund was issued on 12/15 and will typically post within 5-7 business days. We are happy to honor the original promotions on a replacement order, but you will have to call and place your order over the phone with a member of our team. Our phone lines are open 24/7 at 1-888-232-4535. 

• Initial Complaint

  Date:12/13/2022

  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.

  Can you please contact ********* who this package was delivered to and have them deliver it to me? When I placed the order I shipped this to *** ****** and not *********. Under federal consumer protection act you need to deliver this to the address and person on file. Fedex has determine this package was delivered to the wrong person. 

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

  receive. On November 12, 2022, he reported that he found this damaged package and it was missing the Italian Suede Snap Dylan Jacket in Olive in size medium. November 29, 2022, *** ****** still has not been updated on this missing item though it is stated he will receive this within 4 business days. He has been told **** ***** has "no comment, to file a police report, and contact a lawyer". Under Consumer Rights Act **** ****** is responsible for delivering the package to *** ****** at **** **** **** ******** ** ****** In addition, **** ****** is responsible for the advertised free Expedited Shipping (within 4 business days). At this time, using FedEx return label **** **** **** *** ****** has kindly returned the package you sent to ********** however, even though **** ****** received the return package he has not been refunded $1,870.50. *** ****** has contacted **** ****** and they are aware that they received the return.

  Business Response

  Date: 01/09/2023

  Hello,

  We have contacted FedEx directly on your behalf regarding this order and this is their response. "The claim for this package with tracking number ***********0 under case ID number ********** as there are no evidence that the shipment was mishandled while in the possession of the driver."

  We are unable to assist you further with this matter. 

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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,
  
  
  
  ******* *****ing to me, and they did. Those jeans came today, and the waist is too big. On the SAME EXACT jean style with the SAME EXACT SIZING, just a different length. I thought my body was the problem. I thought I magically lost a lot of weight in the span of a couple days. But the jeans are supposed to fit me, not the other way around. So I’m here because American Eagle is falsely advertising sizing to young women and they might have the same experience as me and I would like to prevent that. Thank you.

  Business Response

  Date: 12/08/2022

  Hello,

  I'm very sorry to hear of your disappointment with this jeans purchase. I will share your comments with the appropriate teams for further review. You can return the jeans in store, or send them back to ae.com. If you prefer to send them back and need assistance with receiving a free return label, please let me know and I will initiate the return for you.