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

  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:05/30/2025

  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 have an order being delivered to the wrong address.. I immediately called after the order they are telling me no matter what the package will be delieved to the wrong address which is over 17 hrs away.. their isn't a good resolution and their words to me is IF the package gets returned.. but with no definition of exactly what procedures are in place when things like this happens.. I want my order delivered to the right address

  Business Response

  Date: 06/06/2025

  Hi ********,

  Im sorry to hear your order was placed to the incorrect address. Unfortunately orders placed with expedited shipping are unable to be edited or cancelled, as these orders skip a remorse period and move straight into processing to be shipped and delivered within the advertised window. Your order was placed with AfterPay express checkout directly from your cart, so the address was pulled directly from that accounts settings - I would suggest checking/editing the address on this account, as well as any saved addresses on your ****** account, to ensure the old address is no longer saved or being used.

  Additionally, once an order is shipped the carriers are then responsible for completing delivery and we're unable to make any updates or changes to a delivery. One item from this order was shipped via ***** and was marked as delivered today, June 6th, but the other three items are being held at a *** pickup location. In this situation since the package has not been delivered nor returned to sender yet, *** may be able to redirect the delivery to the updated address or another *** store/pickup location near you. Please see the carriers tracking (*** #1ZA33W960326829134) for full details and to review delivery options for this shipment. 

  Since the first shipment for one item was delivered and will not be returned to sender Ive issued a refund, which will process $17.64 back to your AfterPay account. Please reach out directly through our contact page if you have any additional questions or if we can assist with anything else - *********************************************.

  
  

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was shopping at American Eagle (Store #**** in ********, **) with Cashier: NL3443, on May 28, 2025, at 4:43 PM. At checkout, the cashier offered me a discount if I signed up for their rewards program. I explicitly asked whether this was a credit card, and the cashier clearly told me no, she said it was just a rewards membership.I agreed to sign up under that understanding.However, after the transaction was processed and I went to pay, the cashier admitted, Oops, it is a credit card. At this point, I had already been signed up and charged $174.47 on the new AE **** credit card without informed consent. This is deceptive and misleading. I never would have agreed to open a credit card account had the true nature of the offer been disclosed upfront.I now have a balance I must pay before I can close the account. I am concerned about potential damage to my credit score from an account I did not knowingly open. I have receipts and proof of purchase (attached), and the card information shows it was processed under AE **** on May 28, 2025, at 4:43 PM.Resolution Requested:I want this account closed as soon as the balance is paid.I request that no interest or late fees be charged.I request that this account not be reported to credit bureaus or that any such reports be removed.I also ask that American Eagle retrain staff to clearly disclose when a customer is applying for a credit card, not disguise it as a rewards program.This experience was deceptive, stressful, and unacceptable. I am seeking help resolving this issue through the Better Business Bureau (BBB) before pursuing further escalation.Thank you for your **************** Burghouts ********************** *******************

  Business Response

  Date: 06/06/2025

  Hi Paris,
  Im very sorry to hear you were unknowingly signed up for the *************** credit card in store. All of these credit cards and accounts are owned and operated by *******************, so unfortunately we have no access to your credit account to assist in closing the card or removing any fees associated with your balance. You will need to contact ******************* directly for assistance closing or disputing your account or any interest charged. They can be reached by telephone at ************** or live chat at *******************************************.
  I will, however, be able to share your concerns with this stores management & district leadership team to ensure theyre aware of this matter and to provide coaching to the associate who processed the credit application & transaction. Thank you for bringing this to our attention. If you need further assistance please reach out through our contact page, available at the following link: *********************************************.
  

• Initial Complaint

  Date:05/25/2025

  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 went to American Eagle at the *************** in ******** today May 25 and saw the sign out in front that said shorts and jeans. Buy one get one ant 50% off. I found a pair that fit me and the associate repeated the sign saying I could get 50% off of another pair, so I grabbed another pair. When I went up to Pay instead of buy one pair and get one pair at 50% off, it is 25% off of each pair which is a large price difference. I know the sales been going on for a long time as I have been a longtime customer however, I usually buy multiple things at onceand perhaps have not noticed that this is how theyve been charging. This feels like false advertisement to me as it is a pretty large pricedifference.I told them to get rid of the other pair and only bought one pair however I think something should be said because this is false advertisement.Their sign should say buy two pair and get 25% off of each pair. That would be an accurate account of how their sale is working.

  Business Response

  Date: 06/13/2025

  Im sorry to hear of any dissatisfaction or confusion occurring with our BOGO 50% off promotion. When two qualifying items are purchased 50% of the higher priced item is discounted across both items, which ensure customers receive the discounted price on both items if returns need to be made. I apologize if the associate saying 50% off another pair implied that pair would be discounted 50%, but instead that adding another pair of shorts would qualify both item for the promo discount.

• Initial Complaint

  Date:05/21/2025

  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 bought a bathing suit online. The day after I received it I requested a return and mailed it back. They have received the merchandise back in perfect condition however they will not refund my money per their own return policy. I am demanding that they refund my entire purchase price immediately.

  Business Response

  Date: 06/09/2025

  Im sorry to hear of your dissatisfaction with our return processing timeframe and the time it took for your return to be issued. These two items were refunded on June 4th, issuing $53.84 back to your Apple Pay account which will process in about 5-7 business days .Please note the original shipping fee of $7.95 + tax ($8.51 total) is not refunded when items are returned, which is why your refund is $8.51 less than the original order.
  

• Initial Complaint

  Date:05/21/2025

  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 purchased a dress from AE Dress arrived today with the security tag still attached I asked if they could reship me a dress with no security tag and I would send this one back - I was on a time crunch due to needing the dress for an event this weekend They said it would take 3-5 weeks to return the dress and reship but that I can purchase a new dress OR take the item to another retailer and have them remove the security tag. I asked if they meant just an AE store, since I do not live near one. They said, any retailer should be able to help me. This was shocking to me as the only two options for an error that was not my doing. It is not standard for a store to remove a security tag from an item you didnt purchase there. Most retailers have strict policies to avoid being implicated in theft or fraud, and removing a tag from merchandise not bought at their store can raise serious liability concerns. I cannot believe this was an option they even considered offering. I purchased an item, it was sent and cannot be worn due to a large security tag on the back. The options provided would cost me additional time and money for something that could simply be reshipped.

  Business Response

  Date: 05/28/2025

  Hello,
  Im sorry to hear the dress from your order arrived with the security tag still attached. Our system does not allow any items to be reshipped without a new order being placed, so our options to assist would be to return the dress by mail to the warehouse for a refund, return it by mail to our office to have the sensor removed and the item mailed back to you, or the item can be brought to an AE or Aerie store to have the sensor removed. While I understand your hesitation to bring the item and your proof of purchase to another retailer, I believe the chat agent was simply trying to find an alternate solution to get the sensor removed since the nearest stores are each about 30 minutes away and you needed the dress for an event. I apologize for any frustration this may have caused. I've emailed a free return label if you'd like to return the dress to our warehouse for a refund, or it can be taken to an AE/Aerie store to return or have the sensor removed. If you prefer a return label to mail the dress back to our office to have the sensor removed and the item mailed back, please let us know and we can have that issued upon request.
  
  

• Initial Complaint

  Date:05/14/2025

  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'm not sure what address to put for American Eagle Outfitters, because this complaint involves online orders. My complaint involves 2 purchases. I purchased a pair of jeans on 4/29/2021 for $49.95 ("AE Ne(x)t Level Jegging" Style: *********, Darkness Falls, 14 Short). I also purchased a White dress online on 5/11/2022 for $34.23 ("AE Swingy Mini Dress" Style: *********, White, L Petite). I never wore these items. They still have their tags on them and original bags. I would like to return these items. At the time that I bought them, AE did NOT have a timeframe by which returns could be made (.i.e. no "return by" date). Sometime last year, they changed the return policy. On 4/30/2025, I chatted to an AE representative on their chat feature on the website. He (******) took my info & said someone would reach out to me by email. I received an email from someone named ***** *. on 5/4/2025. They stated: "We have received your inquiry regarding a return you are trying to make. Due to the age of the purchase we will not be able to grant a return. While our old policy did not have a time limit on returns, returning a purchase of this age would be considered closet recycling which is a violation of that policy. If you have any further questions, please respond directly to this email. Thanks for contacting AE.***** *." I provided **************** confirmations to the company. I responded 5/7 & asked what "closet recycling" means. I explained that my mom was diagnosed w/Glioblastoma (Stage IV Brain Cancer) in 2020. I had to move back home to take care of ******** items, including these, went into storage. I explained that my mom has passed & I am ready to return them now. I attached an MRI report of hers as proof. On 5/8, I received the following response: Reference: #******-003320 We are sorry to hear about your mother. But as previously stated, this order is from 4 years ago and we cannot accept the return due to the age of the order.***** *.American Eagle

  Business Response

  Date: 06/03/2025

  Im sorry to hear of the trouble you had with these returns. Because our return policy at the time these orders were placed did not have a time limit for returns to be processed, we can make a one time exception to accept these items back for a return via store credit. Due to the age of the orders a refund will not process successfully to the ****** account used, so merchandise credit is the only refund type we are able to issue for this aged return.
  Additionally, youve previously made several dozen orders and returns within the time period youre referring to, so these items could have been returned much sooner, and any remaining items from orders outside of the current return window will be denied a return.
  Please use the attached return label to mail the two items back to our office to be processed and returned via store credit, which will be emailed to this same email address. Please also include a slip of paper with reference #******-003320 and your name, email address, and order number(s) to avoid delays in processing your return shipment.
  

  Customer Answer

  Date: 06/04/2025

  
  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:05/10/2025

  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 sent back a return to American Eagle on 04/28/2025 for a refund to my original form of payment (credit card). My return was received on 05/08/2024 and even though I submitted evidence that I did in fact select the option to refund my original form of payment- I was sent a Merchandise Gift Card. I have been trying unsuccessfully for 7 days now to get my money back as I requested but I have been ignored repeatedly and keep getting told were looking into it. This is highway robbery and I want my money back since I have sent their product back.Claim Reference #******-005838

  Business Response

  Date: 05/20/2025

  Hello,
  I apologize for the trouble youve had with your recent return. The e-gift card that was issued for $63.46 was devalued and your refund was re-issued over the phone by our billing department on 5/10, which should have processed back to your card/account by now since its been 5 full business days. Our technical team is also looking into this matter to ensure refunds are being issued to whichever method of payment is selected when processing a return label.
  

  Customer Answer

  Date: 05/21/2025

  
  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:05/09/2025

  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.

  Order number ********** is marked as delivered but not received. Merchant is instructing me to contact the carrier for an investigation, but the carrier is informing me the merchant has to initiate the investigation. Merchant is refusing to assist, and is referencing order history at my address.

  Business Response

  Date: 05/19/2025

  Hello,
  Im sorry to hear you didnt receive this recent delivery for order #**********. Carrier tracking information **** #1Z8A1W972003594529) indicates this package was delivered on 4/30 with a photo of the package delivered to your mailbox - please see attachment if you didnt see this photo. Because the carrier was able to confirm successful delivery to the correct address we are not able to issue a refund for this order, as American Eagle is not responsible for packages that may be lost or stolen after delivery has been confirmed. If youre experiencing continued issues with package theft in your area you may consider filing a police report with your local authorities to have this investigated further.
  
  

  Customer Answer

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/07/2025

  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.

  One of the items from My order ********** contained a crewneck sweatshirt that ultimately was returned due to quality issues. The item was purchased, laundered/air dried once due to skin sensitives/allergies, never worn, & placed in my wardrobe until a few weeks ago I opted to attempt to wear it. The sweatshirt had shrunk tremendously from one washing & therefore unwearable. I purchased a medium for "room" & the item exposed my abdomen which there was no indication this is how the item was supposed to fit or it was manufactured to have such a cut. I initiated the return & was given an "instant credit", which was used on another order that I ended up returning but instead of the instant credit being applied back to my acct, customer service has indicated the original item is not defective, therefore not returnable. I have sent several emails, exchanged correspondence w/ various customer service representatives who seem to overlook the actual issue which is AE shipped me a sweatshirt that shrunk tremendously after one washing which would indicate a defect. I even uploaded a photo to show my stomach was exposed & definitely not how it was intended. It was embarrassing to send a photo of that nature to ************** issue was still disregarded. I have a sweatshirt that is unwearable, therefore $ was wasted, & poor customer service has been my experience from a company I've consistently patronized for almost 30yrs. I'm very disappointed & annoyed that this has been the outcome.

  Business Response

  Date: 05/16/2025

  Hello,
  Im sorry to hear of any dissatisfaction occurring with this sweatshirt and our return policy. Once items are washed, worn, or have the tags removed they are no longer able to be returned, so in the future any items without tags that have been laundered cannot be returned or exchanged.
  This item was returned for instant credit on 4/11 issuing an e-gift card for $42.89, and since it was mailed back to you/not accepted for a return the item was marked as not received and was recharged. This recharge on 5/11 was refunded the same day when you contacted us over chat, and the initial refund via e-gift card was still issued and the funds were used on another new order. 
  

• Initial Complaint

  Date:05/06/2025

  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 bought an order online that included 3 pairs of shorts and 3 shirts. Upon receiving the order I tried them on and realized the shirts were all too big. The same day I received them I took them to *** to return using the barcode given to me via email by American Eagle. I was only returning via mail because my local American Eagle did not have the sizes for the shirts. I opted for a gift card because as a reward member I would receive instant credit. I was not given instant credit. A few days later the order was received in the warehouse (April 24, 2025). Two days later I received a single gift card for the price of one shirt. I reached out to the company via chat and email with no resolution. Instead stating it could take up to 2 weeks. I asked instead for full refund for those items as I needed the shirt for a trip (at this point that has past). It has been 2 weeks and still no resolution even after, again, reaching out about the issue. I'm super bummed about this experience and just need this issue resolved.

  Business Response

  Date: 05/15/2025

  Hello,
  Im sorry to hear of the delay your recent return has experienced during processing. Currently our warehouse is experiencing delays in processing returns which is causing about a 2-4 week delay, which is most likely why your full return has not been processed. Ive gone ahead and refunded for these other two shirts you mailed back which will issue an e-gift card for $55.02 to your email. One shirt was already returned by the warehouse for a refund of $27.51, which totals the amount of $82.53 for all three items.
  
  

  Customer Answer

  Date: 05/16/2025

  
  
  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,
  
  ******** ******