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 Outfitters, Inc.

  611 S Main St Woodsboro, MD 21798-8822

• 

  American Eagle Outfitters, Inc.

  4801 Outer Loop Ste C564 Louisville, KY 40219-3205

• 

  American Eagle Outfitters, Inc.

  253 Crocker Park Blvd Westlake, OH 44145-6989

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:09/13/2022

  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.

  I visited American Eagle Outfitters on 9/2/22 and purchased $319.62 of clothing for my daughter. At the time of purchase the employee at the counter offered me a credit card to save 30% off my purchase. I only had about $220 worth of merchandise at thar point and figured it was worth it. My daughter grabbed another $100 worth of clothing while I was approved and she scanned the clothing again. Then the salesperson began having trouble with the system. I was told I would need to use my own credit card and not my new one I was approved for. No problem.
  I get home and realize that I didn't get the 30% discount I was promised which would equate to roughly $92 in savings. I call American Eagle and am told I need to email. So I email. Through a series of emails with Stacey B in customer care on September 9 and 13. I'm informed that because I didn't use the AE credit card that I can't get the discount. It was not my fault that I couldn't use their credit card. And, I was never informed that I wouldn't be getting the promised 30% discount for not using it. I feel that their handling of the situation was completely dishonest. It was deceitful and bad business practice. I feel as though it was a bait and switch move and when I tried to resolve it I was shut down.
  My receipt indicates the following: Invoice ******************** Cashier: ****** ************ ******************** 

  Business Response

  Date: 09/22/2022

  Hello,

  I'm very sorry for your in store experience and that you did not receive the promotion as advertised. Our corporate team did offer a refund of the difference if you contacted our office with the credit card used for the purchase. As you later requested, an electronic gift card was issued for the refund. If you need additional assistance with this matter, please contact us at the corporate number provided in the email communications. 

  Customer Answer

  Date: 10/04/2022

  I want to make sure that it states that it's resolved positively.  AE Outfitters worked with me to find a resolution and it was positive. I want to make sure that it reflects positively on them for working it out with me. They continued to work to resolve the issue until it was fixed. I appreciate their effort and I am happy to remain a customer for their efforts.
  
  Sincerely, 
  
  ******** *******

• Initial Complaint

  Date:09/06/2022

  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.

  Bought 2 jogging suits from them , received full 1 set the other set top only they will not refund due to 2 packages stolen 1 in July 1 in August. Said I would have to repay for item as they would not replace nor refund the item so they stole my money had to repay for the pants

  Business Response

  Date: 09/22/2022

  Hello,

  I'm sorry to hear you did not receive this order. AEO is not responsible for lost or stolen packages that have been confirmed delivered by our carriers. As we have refunded two prior orders for non receipt that were confirmed delivered, we will not refund any future orders for this same reason. We recommend shipping to an alternate address if theft is an issue of concern. 

  Customer Answer

  Date: 09/22/2022

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

• Initial Complaint

  Date:09/04/2022

  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 bought some clothes from Aerie store, but the quality of the clothes are terribly bad. The clothes even caused the skin rashes of my daughter.
  
  I request American Eagle to contact me immediately for a resolution on the defective clothes.

  Business Response

  Date: 09/06/2022

  Hello,

  Thank you
  for reaching out. I'm very sorry to hear of your disappointment with this
  purchase. Please feel free to return the merchandise with your receipt/online
  order confirmation to your local US or Canadian store for an exchange or credit.
  Online purchases may be returned in store or to ae.com. Please visit our Help
  section for complete details of our current return policy and FAQ’s. 

  If medical treatment was required for your daughter and you would like us to file an insurance claim on your behalf, please contact us between the hours of 8-5 EST at 1-888-232-4535 and our team can transfer you to our corporate office for assistance with filing a claim. 

• Initial Complaint

  Date:08/22/2022

  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 placed 2 separate orders with company. ****** ********** *** ********** both were missing items out of the packages. I notified company several times to get the items reshipped. Spoke to 2 supervisors David and Michael who refused to reship or refund me for the items. I opened both packages at the front desk of my hotel that has survelliance and when I opened packaged for ***** ********** was missing a cami (that I paid for). ***** ********** was missing a pair of jeans (that I paid for) I tried to handle this with the company and they were unwilling to do anything.

  Business Response

  Date: 09/06/2022

  Hello,

  I'm sorry to hear you may not have received some items in these two orders. We have issued refunds on three different orders within the past two months for items/orders not received with confirmed delivery or due to complaints of items missing in the orders. Because of this we are unable to issue any refunds for the orders in question, or any future orders that may not be received. Please file a claim directly with the carriers. 

  Customer Answer

  Date: 09/09/2022

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

• Initial Complaint

  Date:08/19/2022

  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 ordered SEVERAL items during our tax-free weekend from AMERICAN EAGLE. I received a package that was shipped from AMERICAN EAGLE through FEDEX that supposedly had a weight of 10.79 pounds as seen in the sticker on the package. It was supposed to be carrying 11 items. (5 pairs of MENS jeans, 3 men's shirts, 1 men's athletic shorts, a 3 pack of women's socks and a 5 pack of men's boxers) The problem is that there were only 3 items in the bag. The bag as you can see, has the sticker on it saying it weighed 10.79 pounds and that the dimensions were 5 x 5 x 1 inches... both of which are incorrect. I have uploaded pictures so you can see that there is NO WAY you could fit 5 pairs of mens jeans and 6 other adult items in that bag. I called right away but they CSR told me to wait 72 business hours before I could make a complaint. After waiting 72 hours I called again, was given a reference number **********, and then was asked to wait again. I did. Then received and email stating that I WAS WRONG, that the package said it was delivered (I Never said it wasn't) and that it weighed the correct amount of 10.79 pounds so they closed the case. I did not receive the items listed though and they are refusing to resend or refund my missing items.

  Business Response

  Date: 09/06/2022

  Hello,

  I'm very sorry for your experience with this order. For further assistance, can you please provide the style numbers and color choices for the three items you did receive in this package? 

  Customer Answer

  Date: 09/07/2022

  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.
  
  
  
  The business is requesting further information, not offering to resolve complaint. The business wants to know what I did receive in the package. I am sending pictures and item numbers from the order. 
  
  
  
  Regards,
  
  
  ***** *******
  
  

   

  Business Response

  Date: 09/22/2022

  Hello,

  As this was a larger order, I asked for the information for the items you DID receive in this package because it is easier to proceed with processing a refund in this manner rather than asking for the information for the items you did NOT receive. Please provide the information as originally requested for final resolution. 

• Initial Complaint

  Date:08/18/2022

  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.

  ***** ********** arrived 08/17/2022 with something spilled on/inside the box. I live in Florida and of course there were ants on the box when I brought it inside. This is NOT the quality I expect from American Eagle. I was provided a return label via chat, and when attempting to return the package the courier would not accept it with the spill on the box. I was then told to repackage the order, or take it to the American Eagle store. I don't have another shipping box lying around to repackage this order, and I shouldn't be expected to go purchase another box. AND I shouldn't have to drive to the American Eagle store. The reason I purchased it online was to avoid going to a physical store. I do not want to continue handling this package when I don't know what is spilled on it. And when I found ants on the box. I would think as a company you would not want your customer to deal with this either. When I emailed Customer Care for my issue to be escalated, I got a standard response which didn't address my concerns at all. Basically telling me to pay to ship the order back and "shipping charges are non-refundable". I want ***** ********** refunded so that I can dispose of the package with whatever is spilled on it. I have told Customer Care multiple times in chat and email that I can provide plenty of photos showing how the box arrived and no one has even asked for the photos to review. I'm just getting the same standard responses and this is honestly disgusting.

  Business Response

  Date: 08/31/2022

  Hello,

  I'm very sorry for your experience with this order. AEO would never send merchandise in this manner, so it is most likely the spillage occurred during transit or processing through the carriers' facilities. I strongly recommend filing a claim with the carrier directly. I'm happy to issue a refund for the sweater shown in the photo you included if you can provide the style number, but I cannot refund the entire order without the merchandise being returned to us. You can use any other box from another online purchase, grab an empty one from a local store you frequent, or even seal the return in a large bag. The return packaging is inconsequential. Returning in store would yield a much faster processing of your refund if there is a store location nearby. 

  Customer Answer

  Date: 08/31/2022

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

• Initial Complaint

  Date:08/17/2022

  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.

  A member mentioned that this was a reward system and needed to verify identity by using my social I clearly mentioned i did not want to open a card, he reassured me it wasn't a card... after i had already submitted my social i told him please don't continue... he then said " congrats you're accepted" I was furious because i did not want a card. Now i have a card i don't want and a low credit....
  I also bought a few items that totaled up to $78 that I was not given a discount, after promising one.
  I used a friends gift card to get a deal.

  Business Response

  Date: 09/06/2022

  Hello,

  I'm very sorry for your experience at our Southside Works Aerie location. We will follow up with the management of this store. I have also emailed you a discount code that includes free shipping on any future order. Please check your spam or junk folder if you do not receive it to your inbox. Unfortunately we have no access to our customers' credit accounts as they are all owned and managed by Synchrony. Please contact them directly for any questions and assistance with your account. 

  Customer Answer

  Date: 09/07/2022

  [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. 
  

  However I have not received the email that was mentioned in the previous email 
  
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/08/2022

  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 went to the location at Triangle Town Center on 8/6/22 to return two pairs of jeans I bought at that location. When the cashier took my receipt she stated that the system states that the items were already returned (which they clearly were not because I had them ). On the day that I bought the jeans, one pair didn't ring up the sale price and I noticed after I paid.  The manager on duty (Cashier: mm****)  corrected the price in a separate transaction (which I have the receipt for as well). Once she corrected the price she gave me the difference which was ten dollars.  I showed the store manager Gabe both receipts and told him the reason why the other manager (Cashier: mm7148) corrected the transaction. He told me that she basically refunded the first transaction and only rang up one pair of the jeans on the second transaction. He stated that I was only able to get a refund for one pair and a store credit for the second pair. I am highly upset with being penalized due to something an American eagle’s employee did. I had no knowledge that she refunded the first transaction because I certainly didn't get my money back and I had all of my items. I don't know if she did this in error or if she gave me the products and pocketed the money at the end of her shift. This whole situation got me thinking of all kinds of scenarios. Either way, I don't appreciate being handled in a dismissive manner and I don't appreciate  American eagle  not owning up to a mistake that was made on THEIR part. My items had the tags attached, I’ve never worn them and I have my receipt. I expected a full refund in the manner in which the original purchase was made.

  Business Response

  Date: 08/15/2022

  Hello,

  I'm very sorry for your experience regarding this purchase and return. For further assistance, please contact our corporate office with all of your receipts for the transactions. Our hours are 8-5 EST, Monday through Friday and our phone number is 1-888-307-3672. 

• Initial Complaint

  Date:07/29/2022

  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 made an order online on 06/21/2022. The package sent me a notification that this was delivered I went outside , it was not there. I called on 06/23/2022 spoke to rep Felicia who advised they will be refunding me for my undelivered package. Especially since the CITY WAS INCORRECT on the address file. On 07/29 I called back to find out the status of my refund to speak to a rep in the customer relations department and was advised they will not be refunding my account . The rep advised I file a complaint with the police department and try to get my refund back from the police department. I asked to speak to her manager and she advised she does not have one. She then placed me on hold for 3 hours and then hung up.

  Business Response

  Date: 08/15/2022

  Hello,

  I am unable to find any communications or recent orders in our systems associated with the information you have provided in this complaint, including name, address or email. For further assistance, please provide the order number in question, as well as the complete billing and shipping address, or addresses if the billing and shipping are different, you entered when you placed this order.