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

• 

  American Eagle Outfitters

  306 W 47th St Kansas City, MO 64112-1613

• 

  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:11/28/2022

  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.

  Ordered 3 clothing items online. Total was approx $100. None of the clothing items arrived and shipment was marked as delivered. Company did not refund money or attempt to redeliver product.

  Business Response

  Date: 12/08/2022

  Hello,

  I'm sorry to hear you did not receive your order. You contacted our team through two separate emails on 11/28 and we advised you of our policy that we must allow 72 hours from when the shipment is marked as delivered in the event the carrier prematurely scans the delivery as completed before it has been, or if the package was accidentally delivered to your neighbors. We asked you to reach back out after that time frame if you still had not received your order and we would refund you. You didn't contact us so we presume that you received your order. If you did not, please confirm that you have not received it and I will issue the refund. 

• Initial Complaint

  Date:11/28/2022

  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.

  I always purchase my jeans from American Eagle but I am plus size so I have to order online. I do not have the luxury of trying on jeans in the store. Recently I returned an item in the store that I purchased online. I have not received my refund and have been told it will take 3-7 business for my refund. I have not had this issue before and I certainly do not appreciate them holding on to my money once I have returned the items. I will think twice before purchasing items in the case I need to return anything. Sad because I am loyal customer for years, decades!

  Business Response

  Date: 11/28/2022

  Hello,

  The standard time for any refund to process is 5-7 business days, whether the return is completed online or in store. The funds have to process through our bank and are then sent to your bank or credit card company. The refunds are usually posted back to your account in under 7 business days, but may also take longer depending on your bank or credit card company. Your order shows you just completed the return on 11/26/22, so you are still within the window of time for the refund to process, as today, 11/28/22, is the first business day. If you have not received the refund by 12/06/22, please give us a call at 1-888-232-4535. 

• Initial Complaint

  Date:11/18/2022

  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.

  On November 5, 2022 I applied for their credit card I was approved and given a temporary shopping pass which expired on 11/15/22. On November 18th I contacted their bank to check status on my credit card, it had just shipped on 11/17. The reason why I wanted the credit card was to use on my Black Friday shopping. I called the bank to request an extended shopping pass however they said they couldn’t do anything about it, they directed me to AE. I called AE corporate office, a rude person had me on hold for 20 mins waiting on management which she was hesitant to transfer me to. Management wasn’t able to provide me with an extended shopping pass either. The lack of support from both corporate and the bank was very frustrating. They said I’d have to just wait for the card. Manager was supposed to email me a discount code for the inconvenience however I still haven’t received it. The attitude they have is not customer friendly. The incentive to get the credit card was to use it on the early access days to Black Friday sales however that was a big fail!

  Business Response

  Date: 11/28/2022

  Hello,

  I'm very sorry to hear you did not receive your card in time for the beginning of the holiday shopping season. All lines of credit and owned and managed by Synchrony, therefore they determine all credit related decisions. AEO has no access or input to our customers' credit accounts, so I'm unsure why they directed you back to us to extend your temporary shopping pass. I have emailed you a discount code that includes free shipping. Please check your spam/junk folder if you do not receive it to your inbox. 

• Initial Complaint

  Date:11/17/2022

  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 had a package from American Eagle clothing that was shipped through Lone Star Overnight. I have tried numerous times to contact Lone Star Overnight with no contact from the company… my package says it was delivered, but it never was. I have cameras as do my neighbors and no one delivered my package to my home or to my surrounding neighbor’s homes. Upon doing more research I see that there is a recurring problem with Lone Star Overnight shipping. I am having to wait 72 hours before I can file a claim with American Eagle. I just want my package that I PAID for. I want Lone Star Overnight to get in touch with me to make this right. I am beyond frustrated with the false services Lone Star Overnight has rendered. There is no way to contact Lone Star Overnight and I have no idea how they track their packages. This is complete misrepresentation and false advertising.

  Customer Answer

  Date: 11/22/2022

  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.]

   

  I still would love to know why the package was marked as delivered by the business. I would also like to know why Lone Star Overnight never replied to my numerous attempts to make contact. I also would like it to be on record that there are hundreds of people who have had the same issue specifically with Lone Star Overnight. It seems like the company and or employees are scamming people and keeping their packages. If the person reaches out to the original sender then they refund the money and Lone Star Overnight is off of the hook… what exactly is happening with everyone’s packages that LSO is supposed to be delivering? 
  
  
  
  Regards,
  
  
  
  ****** *****

   

   

• Initial Complaint

  Date:11/16/2022

  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.

  I have an American Eagle credit card and I have AE Rewards (you get points from purchases to receive money to spend at American Eagle). I have had this credit card for almost 20 years and the rewards for 14 years, in July 2022 my credit card and rewards were unlinked (happened on the company side - system issue) and I stopped receiving points for my purchases. I first contacted American Eagle (AE) on October 15, 2022 via online chat, I was told this issue was being looked into. On October 20th I called and found that no action was taken after the chat, at this time a ticket was submitted for my issue. Since this day I have talked to the rewards side (2 different call centers) 5 times and have been told multiple times it will be resolved in 2 days and someone in corporate will manually add my purchases (I emailed screenshots of my credit card statements on 10/29 after several emails with AE) and none of this has happened. Neither synchrony (credit card representatives for AE) or AE Rewards will take ownership and relate my Rewards to my credit card - I keep getting told someone else is doing this but it is still not completed. The attached emails from AE state syncrony has to link this account and no time frame (in phone calls i am told 2 to 5 days) , but they have told me they are unable to link them. I even had a conference call with AE and syncrony on October 26th and was told AE would handle as syncrony was unable to link and that it is a known issue of the automatic unlinking of accounts. When I email AE they do NOT answer my questions (shown in screenshots) and refer my to syncrony who has also done nothing for me the couple of times i spoke with them early on.
  At this time they owe me over $350 in AE Rewards and I would like this money ASAP.

  Business Response

  Date: 11/28/2022

  Hello,

  I'm so sorry for the errors that have occurred with your account and that your points were not added as you've been earning them. We have added 72,968 points to your account and your rewards should be generated this week. We are also working with our corporate data team and Synchrony to get your card linked back to your account as soon as possible. I will follow back up with you through this complaint portal once I've heard back from both teams on the status. 

  Customer Answer

  Date: 11/28/2022

  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 did not receive all points for the receipts i sent on 11/1/2022.  From my calculation I should have received 73,238 points.  Also, I sent an email on November 25, 2022 with more receipts (attached) totalling 10,215 points that I expect to receive by the end of this week with ALL my Rewards received by December 9, 2022.  And I expect my credit card to be linked to my Rewards by the end of this year as they have been unlinked for over 4 months (due to an issue at American Eagle/syncrony).  I currently show as a level 1 and do not receive free shipping unless I spend over $75 and I should receive free shipping on all my purchases through American Eagle as I have an AE credit card.
  
  [
  
  
  
  Regards,
  
  
  ******* *****

  Business Response

  Date: 12/16/2022

  Hello,

  I'm sorry this has not been resolved yet. We are still working with Synchrony and our internal teams to get your credit card added back to your Real Rewards profile. Our corporate team has asked that you send your statement at the end of December and they will add the additional points. Two $60 rewards and one $15 reward have been issued to your account. I have updated your account to level 2. Although you use your AE Visa for all outside purchases, your net spending for the year must be at least $350 in AE and Aerie merchandise to reach level 3. Your account shows your net spend for this year is $67. We are working to resolve all of the issues with your account as soon as possible. 

  Customer Answer

  Date: 12/17/2022

  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 spoke with AE rewards on december 8th as the points for receipts i sent on 11/25 (for purchases from 11/1 to 11/25 were not applied and it is noted they wont apply points until my Decemberstatement (doesnt come out until 12/21).  And they say on 11/25 Ireceived points and they dont understand it was before i sent another email with receipts.  They currently owe me  around 30,000 points from 11/1 to 12/17 (today).  I show a level 2, but I am NOT receiving points at the time my purchases are made like i should be..]
  

  I still need my credit card linked so that my points are applied at the time of my purchase and I do NOT have to send in my statements and wait 3 weeks for my points (or not get them at all, like my 11/25 email with receipts from 11/1 to 11/25).
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:11/14/2022

  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 a pair of pants online using AfterPay from Aerie/American Eagle. The pants did not fit so I exchanged in-store and was charged an additional 0.82 for price difference. The pants still didn’t fit so I went to the same store to return the exchanged item. The cashier did not know how to refund my original charge to AfterPay but did return the 0.82 to my debit card. Instead of refunding the charge for the pants, she charged my AfterPay again resulting in a double charge. I did not notice until after I left the mall that it charged me again and I had already given back the pants to the store. I have since been in contact with American Eagle in regards to getting the original charge and the double charge refunded but they will not refund my money and are claiming it was only an exchange. They could easily check my return receipt, my charges in my AfterPay account, or check the store cameras but they won’t to prove my situation.

  Business Response

  Date: 11/22/2022

  Hello,

  I'm very sorry for the issues that occurred with your exchange and that you were double charged for the leggings. I have reviewed all related communications and our records show that our corporate office issued a refund to your debit/credit card for the incorrect purchase transaction on 11/18/22. Refunds typically post back to your account within 5-7 business days, but may take longer depending on your financial institution. 

• Initial Complaint

  Date:11/14/2022

  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.

  American eagle sold a pair of red pants that I bought, which stained and ruined many clothing items, including a brand new $140 pair of white sneakers.
  
  I contacted the company about this, and they said that considering the tag has a color transfer warning, there’s nothing they can do other than offer a refund if I return the pants. However, I follow the instructions on the tag, which are to wash the pants once before using. I washed the pants a couple of times before wearing them with my brand new white sneakers. However even after washing them, the ink was still strong enough that red dye got all over my brand new white sneakers. Staining them permanently. Imagine what that ink did to my skin!
  
  My complaint is that even after following the instructions on the tag, the dye is still strong and potent enough to permanently discolor clothing and shoes. Such dangerous dye should not be used on clothing products, especially if it has the potential to cause such damage. It probably also leaches onto the skin which is unhealthy and dangerous.
  
  American eagle, for their part did offer me to return the jeans. And I was refunded. But that does not compensate me at all for the $140 brand new white sneakers that have permanent red dye on them AFTER washing the pants. Or the other clothes that have been stained just by having contact with these pants.

  Business Response

  Date: 11/16/2022

  Hello,

  I'm very sorry to hear of your disappointment and dissatisfaction with this purchase and that your sneakers were damaged. If you would like to file a claim to receive reimbursement for your sneakers, please contact our corporate office at 1-888-307-3672. Our hours are 8-5 EST, Monday through Friday. Please provide reference number ************* when calling. I have made notes under this reference so our team will be aware of the issue and your reason for filing the claim. 

  Customer Answer

  Date: 11/16/2022

  [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,
  
  
  
  ******** ****

• Initial Complaint

  Date:11/11/2022

  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 placed two orders on October 21st. One order was never delivered to me. I was able to get a refund right away. The second order was placed for pickup and wouldn’t be ready until November 1st or 2nd, and I felt like that was a long time to wait, but it was fine. I get an email on November 1st saying my order is still processing and won’t be ready for another 3-5 business days. I waited the 5 business days, and then contacted American Eagle through chat and then email. I even called the store that I was supposed to pick it up from, who said they never got the order and they don’t think they will since it is out of stock now. All of the chat and email representatives have been giving me the runaround and saying they have to send things to the “research team” and that I have to wait until they get approval from the “research team”. I have been waiting for almost a month now, for a shirt. I just want the nonexistent order cancelled and some extra credits for the extreme inconvenience this has caused me. Nobody is helping me and the agents claim that they can’t cancel the order themselves (one agent told me they cancelled the order, but it was not actually cancelled). Why not? They are customer service. I shouldn’t have to wait for American Eagle to figure this out, I want my money back now. I needed this order by next week and now I can’t even purchase anything new in time because they are holding onto my credits. This was American Eagle’s second mistake, and I’m being treated like I made a mistake. It is ridiculous.
  
  I would like to add that American Eagle sent me 20% off and free shipping, but they have a sale going on for 25% off and I will not be getting anything shipped from them again. Only pick up. I know that you can’t combine promotions or sales, so I would rather get credits. I informed them of this, and still have yet to receive anything else in replacement. Still no refund either.

  Business Response

  Date: 11/16/2022

  Hello,

  I'm very sorry for your experience with this order. When we cancel orders that are placed for in store pick up, the order is not immediately cancelled as orders shipping directly to your home because the process for orders shipping to store is different, and therefore have different parameters and systemic procedures. The order has been cancelled. You should have received an email notification for the cancellation, but I've resent your order summary as well.

  Since a gift card was used as the method of payment for this order, a new gift card was issued and mailed out to you via USPS with tracking number *********************** The estimated delivery date is 11/18/22. Three promotional codes were emailed to you: one for free 2 day shipping, 20% off with free standard shipping and 20% off with free 2 day shipping. You may use these on any future orders, should you choose to shop with us down the line. We are unable to issue any gift cards or credits as additional compensation. 

  Customer Answer

  Date: 11/16/2022

  [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,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/06/2022

  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.

  On October 22, 2022 I drove 45 minutes to an American eagle store to purchase jeans since I recently ordered some online from American eagle and had to return them because they didn’t fit. I found a pair I loved and purchased them and thought that was the end of it. I went home and removed the tags and put them in the wash. After washing the jeans with our other clothes I noticed a weird smell but decided to dry them and see if the odor would go away and it didn’t. I noticed the jeans had the strongest odor. I washed them again separately and that didn’t take the odor out. I called the American eagle store I bought them from and they told me they can’t help me because I took the tags off and they don’t have that problem in their store. I called the American eagle corporate number and the person I spoke to told me that can sometimes happen with the dye in the jeans but to soak them in vinegar for 24 hours and wash them again. She told me she couldn’t give me my money back because she only works with online orders but could give me 20% off my next purchase and I said no because I won’t be shopping with American eagle ever again. I soaked the jeans and washed them again and the odor is still strong and l can’t wear the jeans because they smell so bad. We have since been washing our clothes and they do not have an odor so we know it’s not our washing machine or us. I had a baby one year ago and haven’t gotten myself clothes in a very long time but my birthday was Oct. 20 and my husband wanted me to buy some clothes for myself. I am so upset that I tried to do that and loved the jeans but can’t even wear them and American eagle doesn’t care. I want them to take their jeans back and smell them for themselves and give me my money back. I have never experienced anything like this and maybe it’s been that long since I have bought myself clothing but I am so disappointed and upset.

  Business Response

  Date: 11/16/2022

  Hello,

  I'm very sorry to hear of your disappointment with this purchase. All of our dyes are non toxic, but some shades do have a stronger odor than others. There are a couple of options that may help alleviate the odor, one being the vinegar rinse. I've provided complete details that we have tested with successful results. 

  If neither of these options work and you'd still like to return the jeans, you can send them to our corporate returns department.

  Our address is: American Eagle Outfitters 77 Hot Metal Street Pittsburgh, PA 15203 Attn: Customer Care

  Please be sure to include a note stating the reason for your return, and a copy of your receipt. A gift card is our normal method of refund for corporate returns that were purchased in store, but if you would rather have the refund issued back to your debit or credit card, please also state that in your note, along with your phone number. A member of our team will need to speak with you directly to obtain your card information. **Do not include this information with the return itself.** If you no longer have your receipt, a gift card will be issued for the current sale price of the jeans. Please also be sure to obtain return tracking information from whichever carrier you may choose to send the jeans back to us. 

   

  Option 1 – White Vinegar
  -          Add one cup of vinegar to your wash. Vinegar is a natural astringent and disinfectant and should deal with any smell in the fabric.
  -          Run through normal wash cycle (it may help to stop the washing cycle and allow the garments to soak for 30-60 min)
  -          Repeat normal wash cycle with detergent
  -          Tumble Dry
  Option 2 – Non-chlorine Colorsafe Bleaches such as Clorox2® Stain Fighter & Color Booster (or other Peroxy containing detergent such as Oxy Clean)
  -          Use one cap full of the detergent to 2 gallons of warm water
  -          Soak the garment in the detergent/water mixture for 10 minutes (the peroxide that is created in the detergent will neutralize the residual bleach).
  -          Rinse in the washing machine with detergent under normal cycle
  -          Tumble Dry

   

• Initial Complaint

  Date:11/04/2022

  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.

  On nov second 2022 I ordered my wife clothes on their website. I spent 150$ and paid for overnight shipping. The next morning I woke up and saw that in my email I had gotten an email from them stating they had canceled my order without and further explanation. In confusion I went to check my bank account to find that they had taken the money out of my account. (I paid by PayPal) and so I called American eagle on the phone. They refused to help me stating that the money should have only been a hold and I should not have been charged fully. I explained that I was and they refused to do anything or help me blaming it on PayPal and that I would need to call PayPal. I called PayPal and wa is formed that they had deducted the funds and sent them to American eagle so I called American eagle back and they said they would have someone reach out to me via email refaurding the money the stole from me the next day. I have not heard from anyone and they have stolen 150$ from me without any recourse to get it back or talk to even talk to anyone about it.

  Business Response

  Date: 11/16/2022

  Hello,

  I'm sorry your order was cancelled. All orders are subject to order review and verification by our loss prevention department. Your order was cancelled because it did not pass our verification process. This usually occurs when the personal information you enter does not match what your bank or credit card company has on file.

  Anytime you place an order with us, your card or account is authorized for the full amount of the order. We do not finalize payment until the order has fully shipped. When an order is cancelled, the authorization hold on the funds is released by AEO within 7 business days, but may take longer depending on your financial institution.

  If the authorization hold is still showing on your account, please contact our corporate office for further assistance. Our hours are 8-5 EST, Monday through Friday. Our phone number is 1-888-307-3672.