We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Clothing

American Eagle Outfitters, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for American Eagle Outfitters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

American Eagle Outfitters, Inc. has 172 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 350 total complaints in the last 3 years.
    • 186 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order # ********** I ordered the Flex original straight lived in khaki pants in 34/30. I have several pairs of these and the ones delivered are gigantic compared to the other pants I received and have no flex.

      Business Response

      Date: 10/24/2022

      Hello,

      I'm very sorry to hear of
      your disappointment with this purchase. Please feel free to return the
      merchandise with your receipt or online order confirmation.

      All online orders may be
      returned to any US or Canadian store or sent back to ae.com. In store purchases
      must be returned in store. Complete details of our return policy and FAQ
      section can be found here.
      ***************************************************

    • Initial Complaint

      Date:10/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 received my order yesterday at around 6 pm UK time. Opened my package everything was amazing then. But when I opened my flare leggings there was a hole in them.
      I have attached a picture of the hole below.
      Costumer Service Live chat member Fabio told me that I had to Fedex it back to the US to get my refund. But there are a few issues with this. The product is damaged since it has been delivered, so the company is responsible for it. I would also love to send the leggings back but the nearest fedex is one hour drive away. I also considered the fedex pick up option but that would not work since I live in halls. My receptionist would not do that for me when Im at work.
      Much appreciate if you can find me a solution.
      I propose that I get a 70% refund ($112.38)on these leggings and a code for free shipping for my next purchase since I am really in need of a nice complete pair of leggings.

      Business Response

      Date: 10/14/2022

      Hello,

      I'm so sorry for your disappointment with this order. As you have provided a photo showing the damage, please provide your order number, style number and size of the leggings. I will issue a refund to your order for the leggings. 

    • Initial Complaint

      Date:09/13/2022

      Type:Product Issues
      Status:
      Resolved
      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 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, 

      ******** *******hat 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. 

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      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.]



      Regards,



      ****** *******

      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. 

    • Initial Complaint

      Date:09/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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.]



      Regards,



      ****** *****

      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. 

    • Initial Complaint

      Date:08/19/2022

      Type:Delivery Issues
      Status:
      Answered
      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 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,


      ***** *******

       

      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? 

      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:
      Answered
      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.]



      Regards,



      ***** ******dn'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. 

    • Initial Complaint

      Date:08/17/2022

      Type:Product Issues
      Status:
      Resolved
      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. 

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




      Regards,



      ****** ********

      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. 

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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. 

    American Eagle Outfitters, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.