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.

  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:04/29/2025

  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 recently returned an item to the American Eagle store in ***********, **, at ******************. When she handled the return, she looked up my card and put the credit back on the card, which was fully paid off. The card had expired. I am now trying to make an online purchase with the current sale prices that will probably only be applicable today. The ** credit card was reissued today, but I am unable to use it for my online purchase because I don't physically have it yet. Syncrhony said that ** would be able to hold my order and honor the discount when I get my card overnighted to me tomorrow. I called to get this set up, and no one in customer service has a clue what I am talking about. I asked the last customer service lady if I could speak to her line manager and she said she didn't know who it was, so I asked her who she reports to, does she have a boss she said yes then put me on hold, then sent me to the credit card company so I as on the phone for over an hour with that ding bat to only be redirected to the credit card company. I want to use my card because it has a credit on it. I want to use my card because it earns me points. The lady at Zona **** who did the return stated that she made the request to send me a new updated card, which was over a month ago. I never got the card, and synchrony confirmed no request was made. I wouldn't be making this complaint if she did what she said she would do. I want them to honor the prices, or beat the prices of the merchandise I currently have in my cart for when I get my physical card tomorrow. I want all items to be in stock. I should not have had to spend two hours on the phone to bring me to BBB to solve their problems. When I call their ************ number and press one for customer support it don't work.

  Business Response

  Date: 05/08/2025

  Hello,
  Im sorry to hear of the trouble youve had with your AE credit card and a previous refund. You were able to place an order on 4/30 for all six of these items with the same discount/prices applied, along with two additional items, for an order totaling $162.96 on your AE **** which did earn the appropriate credit cardholder points at 40 points per dollar spent.
  While I certainly understand the frustration you experienced having to communicate back and forth with AE customer service and Synchrony, please note that American Eagle is a separate company from ******************* and they have no control over our promotions or if were able to honor prices once a sale ends. I apologize that you were advised differently by a member of their team - this is why the ** agents you spoke to when calling had no knowledge of what you were referring to, as we have no record or notes on any calls you may have with the credit company once transferred.
  

  Customer Answer

  Date: 05/09/2025

  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.
  
  They were quick to blame synchrony, however I was on the phone for a long time with American Eagle trying to resolve this as well. I was told they could hold my order at the time and retain the discounts, which they did. Yes, i was finally able to make a purchase, however was not able to use the balance that was on my card at the time. I have since received that order and will have to return most of my purchase as even size small is way too big for me. Over the years ** has changed their products. It appears they want to make fat people feel good about themselves, and now my entire family can wear one pair of shorts all at the same time and still have room. Now when I return my purchases, i will have even a bigger credit on my card that i am unable to access. 
  
  Regards,
  
  ****** ***********

  Business Response

  Date: 05/19/2025

  I certainly understand your ongoing frustrations. However, your store refund on 3/29, new order on 4/30, and more recent store return from this order on 5/10 have all been processed on the ******* ending in 2510. The refund credit from 3/29 would have been applied to the new order, even if the card number is different, since all transactions were on the same credit account. If you have still not received your replacement card in the mail to use any credit/balance on your account, you will need to reach out to Synchrony for an update as we unfortunately have no access into their systems or anything related to credit card accounts. They will also be able to provide this information in your most recent statements that should show the two store returns and online order and how they impacted your balance.

• Initial Complaint

  Date:04/25/2025

  Type:Delivery 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 three pairs of jeans from American Eagle online totaling $90.50 including tax. They shipped in two separate shipments. The first shipment went through *** and contained two pairs of jeans ($70.86 including tax). The first shipment never arrived and showed misshipped on the tracking. The second shipment with a single pair of jeans was delivered no problem. I called American Eagle to either receive a refund or a replacement of the missing pairs of jeans. American Eagle would not refund the money that was already charged or replacing the jeans until DHL returned the jeans that were missing.

  Business Response

  Date: 05/05/2025

  Im sorry to hear two of the items in your order were not delivered as expected. A refund was issued on 4/26 for these two pairs of jeans that were returned to sender, which processed $72.39 back to the Discover card used on the order - this may take 5-7 full business days (excluding weekends) to post back to your account, but Ive attached a screenshot showing the refund being issued if youd like this for your records.
  In the future please note that if items are returned to sender we can reship these to customers, but the same items being returned will be the ones reshipped, not new items, so we do need to wait for the package to be returned to ** to reship.
  
  

  Customer Answer

  Date: 05/27/2025

  ***** **** <***************************>
  Mon, Apr 28, 4:10 PM
  to me
  
  American Eagle ended up issuing a refund.
  

• Initial Complaint

  Date:04/25/2025

  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.

  On 03/29/25 I bought two pairs of leggings in my normal size. After washing and wearing them out I realized quickly that they were too long and planned to make a return once I had time. Today I went to make the return to be told that although I am within the 60 days of returning, have proof of purchase, the original method of payment I am not allowed to exchange the item for my size because I do not have the tags attached. The return policy states, "100% Happiness Promise Return Policy Get what you want, and return what you dont. If you're not completely happy with a purchase, it can be returned for a full refund within 30 days of the purchase date, or returned for merchandise credit within 60 days. Enjoy an extra 7 days to make your return for online purchases." then underneath lists the bullet points they follow, but no where does it state that a return must follow every bullet point to be considered. They also are not honoring the portion that states if you are not completely happy with the purchase you can get a full refund.

  Business Response

  Date: 05/05/2025

  Im sorry to hear of any confusion or frustration occurring with our return policy. As stated in our return policy (*************************************************** and on the back of all store receipts) items must be unworn, unwashed, undamaged, with all labels and tags attached and hygienic liners in place for swimsuits and underwear. The return policy does not end when a new paragraph begins, and I apologize if it was not clear that there were additional requirements for returns to be accepted. Since these leggings have been washed, worn, and no longer have tags attached we are not able to process a return or exchange as this is our company return policy.
  

  Customer Answer

  Date: 05/06/2025

  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.
  
  Again as stated in your policy I am to be 100% happy about my purchase which I am not which you need to uphold. I can accept that I cannot return and exchange the item but you must uphold the literature you have written as well.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/23/2025

  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.

  ORDER **********- purchased this item on 4/15/25 for *****. there order was supposed to be received by 4/24. days went by without any updates on the order. contacted cs via AE chat 4/21. agent advised message would be sent to the research **** regarding no updates on this order and I would get a response from research in ***** hours. On 4/23 at 2:23am I received an automated email from saying my order shipped. I checked the tracking via ***** ************ and it showed a label was created on 4/18 at 11:10 am from *****************************. I found it strange that if the order supposedly shipped on 4/18 why would I get a shipped notification on 4/23? I think the research department did this on purpose in order to charge my credit card. as of today I still never got any response back from research and the order still has not been received by *****. I also spoke to another agent who advised this was a clearance item and it more than likely out of stock, I dont know if the item is out of stock or stolen all I know is I dont have it and it was not been shipped out. AE customer service is terrible and im tired of speaking with cs. I want a refund for this order that never shipped out and I never received.

  Business Response

  Date: 05/02/2025

  Hello,
  Im sorry to hear of any delays your recent order experienced while processing. Your item was sourced from one of our store locations in **********, **, and when items are shipped from stores there is often a period of a few days between the order being assigned tracking information and when the carrier makes the initial scan in transit. This store created the shipping label and had the order packaged for shipment on 4/18 - the initial date on tracking - but the carrier did not scan the container as received and in transit until 4/25.
  When your incident was initially escalated they requested for our technical team to manually update the status to shipped, which is why your order was marked shipped on 4/23 but was actually in transit as of 4/25. Then once the order was in transit on 4/25 it proceeded through ****** network as intended, but encountered a weather delay on 4/30 due to severe weather and storms in the midwest, which is unfortunately our of our control. Delivery was then completed on 5/1 with a photo of the delivery location available on the tracking site.
  Additionally, when placing orders on our site we pre-authorize the payment method to ensure the funds are available, but nothing is fully charged until the order has been marked as shipped to ensure youre only being charged for available items. The date your incident was escalated and worked by our research team has no impact on when an order is charged, as orders are charged when they are marked as shipped.
  

  Customer Answer

  Date: 05/05/2025

  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:04/19/2025

  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 made a purchase for a order. The order was delivered via ****. When tracking it, it was noted that the package was left with an individual. I am not sure who or where the package was left, but I dont have it. I was not home at the time, so it was not left with me. I contacted American Eagle and they would not refund my money. I was told, I had to wait 2-4 days before I could get a refund. I am not waiting that long as it didnt take that long for the money to come off my card when I first placed the order. I have a trip coming up and dont have time to wait that long. Also, the package should not have been left with a random person.

  Business Response

  Date: 04/29/2025

  Hello,

  I'm sorry to hear you didn't receive this recent delivery, and for any frustration occurring with our options to assist. When packages are marked as delivered we are required to allow the carrier up to 72 hours to complete delivery, as they often mark orders as delivered 1-3 days before they are. As this time has now elapsed we are happy to issue a refund for this non-received order - please allow about 5-7 business days for two refunds of $27.96 (item) and $7.95 (shipping) to be processed back to your AfterPay account.

  Our system does not allow for any items to be reshipped without a new order being placed, but if you'd like assistance reordering this item with matching prices & free shipping please give us a call at ************** for a phone agent's assistance reordering. 

• Initial Complaint

  Date:04/18/2025

  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 placed an order and the order is saying delivered but I did not receive the order and this company told me it isnt their responsibility when I dont receive something. How rude of them. I will not be shopping or ordering with them again. Especially when every time I shop I spent $200 or more. And let me tell you how crooked they are. My order isnt even showing on the website anymore after I complained. Its only showing a previous cheaper order but I do have the screenshot of my bank and my order confirmation. Just maybe they didnt ship my stuff at all.

  Business Response

  Date: 05/05/2025

  Hello,
  Im sorry to hear you didnt receive this delivery. The order in question is order #********** which contained 11 items totaling $250.25, and our records indicate that this delivery was completed by ***** on 4/16/25 with a photo of the delivery location available on their tracking site (*****************************************************************************************) - Ive included an attachment with the photo if you didnt see this. Because the carrier confirmed successful delivery with a photo we are unable to issue a refund for this order, as American Eagle is not responsible for packages that may be stolen after delivery has been completed by the carrier. If package theft is an ongoing issue in your area you may consider filing a police report with your local authorities, shipping future orders to a more secure address, or utilizing our free store pickup service.
  Additionally, this order was placed as a guest and not while logged into your ****** account, which is why it doesnt appear in your order history. I emailed a new copy of the order confirmation to your email address if needed for your records.
  
  

  Customer Answer

  Date: 05/06/2025

  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.
  
  It is your responsibility and that picture is not even of my door and was left at another house. I want my money back or I will just dispute with the bank. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/15/2025

  I understand your concerns, however the delivery photo on the tracking matches the street view for your shipping address including the same door & color, stone walls, and the small tree in the corner, which to us indicates the carrier completed delivery successfully to your address as contracted. Please see the attachment provided if you'd like to review. Due to this finding we will not be issuing a refund for this order.

  As advised you may consider placing future orders with free store pickup to your local AE store or with shipping to a more secure location if package theft is a continued issue.

  Business Response

  Date: 05/16/2025

  See attached.

  Customer Answer

  Date: 05/16/2025

  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.
  
  I dont care what sort of pictures you provide. I had several packages delivered on the same day with no issues and again not my door! And again I will be reporting you to bank and whoever else because I did NOT receive the package! That is the simple issue. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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 purchased four times from Aerie at the Galleria in *******. Two flowy shorts and, two skorts, On April 11th. I went back today to the same store on April 16th to exchange the flowy shorts for two more skorts. They would not honor the price that shows on their website. Instead made me pay the difference of $19.47. So, the skorts for me ended up being $35.97 each. Originally I paid $29.98 each. Original trans # is 7181 Exchange trans # is 7466 Store # is ***** Reg # is 002

  Business Response

  Date: 04/30/2025

  Im sorry to hear of any dissatisfaction occurring with the pricing of your in-store purchases. When processing an even exchange for the same items in a different size we are able to honor the same price originally paid, but since you returned two pairs of shorts and repurchased two new skorts in a different style, this would not be an even exchange. Additionally we are not able to honor any previous prices on new purchases, so the promotion/pricing you had on the 4/11 purchase was no longer active or applicable to the items on 4/16 when you purchased 2 more skorts.
  Lastly, if the online list price of an item is lower than in store we can honor this at checkout, but if there is an online only promotion our stores can honor this at their managements discretion; it sounds like there was an online specific promotion that was not able to be honor on the store transaction.
  
  

  Customer Answer

  Date: 04/30/2025

  
  
  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:04/15/2025

  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 placed an order in January of 2025. When I requested a return on 2 pairs of shorts the form states im unable to return by mail and only return in store. My local store in *********** was closed at the time due to remodeling. My return slip clearly states there is no time limit on returns or exchanges. I went into the store on 04/14/2025 and was told I was outside of the return window and would need to contact customer support in which I did that same day. The customer care personel placed a ticket and said I would get a answer through email in which I received today denying my request for a override due to THEIR return slip stating no time limit. I called and spoke with a supervisor today who was RUDE and would not let me speak. He talked over me and would only recite the "new" policy. I am aware of the new policy but my return slip states otherwise and that should be upheld by american eagle. The way I was talked to was unacceptable by a supervisor. He was not willing to meet anywhere in the middle or offer a solution and then stated to me that my clothing could not even be exchanged for a different size now because of my frustration with him. I am a single mom fighting stage 4 breast cancer and this is the last thing anyone wants to deal with. If your documents state something then you need to stick with that. It is not my fault that your online policy states differently than your return slip. Why would anyone check the online policy when it is WRITTEN on the return form. I am a long time customer here for myself and my kids.

  Business Response

  Date: 04/30/2025

  Hello,
  Im sorry to hear of the trouble you had making this return. Upon reviewing the attached return slip, we advise that exchanges cannot be processed by mail, only in store as were unable to reship replacement items, so the return slip you generated to return by mail could have been used to mail the items back. I apologize if this was not clear.
  Since the label did have an error that showed no time limit to make returns were happy to help with a return for these items. A new prepaid return label was issued to your email that you used to mail these shorts back to us, which show as delivered to our warehouse yesterday 4/29. Please allow this team up about 1-2 weeks to process the return shipment and issue the associated refund - you shouldve received an email when the return was received, and another will be sent when its processed.
  
  

  Customer Answer

  Date: 04/30/2025

  
  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:04/14/2025

  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 got two pairs of pants as a gift. They didnt fit so I tried to exchange in store for the same item but smaller size. Or a different item if they didnt have my size but preferred the same item. I was told because I did not have a receipt I could not exchange the item even though it had been less than 60 days and I was requesting the same item. When in store to exchange I was told they cant take anything at all without a receipt regardless if the same item and to call customer service after already waiting in the store for 25min. I spend about an additional 30min on hold with customer service (after leaving the store) who stated I can exchange the same item if in stock but if not there is nothing they can do. I have bought plenty in the past from ** and never had this issue. To not allowed someone to exchange an item they bought/ received is outrageous. The item is brand new with all tags. I would like an item that will actually fit me and not have to jump through hoops just to wear an item that was purchased there. The customer service person then told me to try going to the store and calling customer service so they could speak with the store. There is no direct line when calling and you wait an unknown amount of time. I am not going to go to a store and wait on hold with customer service for an unknown time for an unknown solution. The store would not even check to see the the item I had was in stock. I would like to exchange my BRAND NEW items for my size please. I am considering discontinuing my membership with ** as this is very inconvenient and makes no sense to make someone do when they do not want a refund.

  Customer Answer

  Date: 04/15/2025

  Do I have to send a new complaint to add my name?

  Customer Answer

  Date: 04/15/2025

  Trey **************

  Business Response

  Date: 05/05/2025

  Hello,
  Im sorry to hear of any dissatisfaction occurring with our return policy. We do require a receipt or proof of purchase in order for a return to be processed, but in the event that no receipt is available we are able to offer an exact even exchange for the same item in a different size. However if the item is no longer available in stores or online we cannot process an exchange for an alternate item.
  As advised you will need to process this exchange in store since a refund for store credit is not possible without a receipt. Our store associates have a direct phone line to our corporate customer service team who they can call with no wait time, to have this team walk them through processing an exchange or granting an exception if needed.
  
  

  Customer Answer

  Date: 05/08/2025

  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.
  
  I called customer service and was told I could get an exact to the same item in a different size. I was then instructed to go back and tell the store it is online. When I went back the store told me they are not exchanging anything and it is against policy to do so. When I told them when customer service told me they still refused. All I wanted was the same item that fits me and it has turned into a back and forth with added time of hours on hold and time spent in the store as well as commuting there. There does not seem to be any type of clear communication through the company and now its been about a month of me going back and forth. I now have an item that does not fit me and no way to exchange it simply because a store does not know their own policies. Last time I went in the manager said she called customer service and they told her no return other a receipt. This is such an inconvenience and the reason that makes me want to cancel my card that I have been a member with for years. awful service in store and poor communication via phone so it seems. I just want an item that will fit me. I have never had this issue in the past. 
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 05/19/2025

  I apologize for the inconvenience this experience may have caused and the continued back and forth trying to get this resolved. I certainly understand your frustrations, however as weve explained we cannot return any items for store credit without a receipt or proof of purchase; only an exact even exchange can be processed, even if items are only available online. We do not have items in stock at our corporate office to assist with an exchange through the mail, so the only option we have to proceed will be to visit an AE or Aerie store with the jeans and have them call our corporate customer care line ***************) for assistance/guidance on how to process a non-receipted return as an exchange with the new item being ordered to your home - the store should also know how to process this. Ive added all of these details in a note on your previous correspondence, with reference #******-005132, that can be provided to this team when calling if needed.
  

  Customer Answer

  Date: 05/19/2025

  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.
  
  
  I have stated several times that I was not asking for a store credit when I went in. I was not asking for my money back. I was asking for an even exchange in the same item in my size as it was the incorrect size. When I was in store they told me to call customer service and it took so long getting through and speaking with someone I went home to finish speaking with them. They told me what you are telling me and told me to go back into the store and tell them I should be allowed exchange for that item in another size and it should be written on your site. However when I went back the store refused to give me an exchange. They didnt even bother to look to see if the item was in stock. I asked them to call customer service. I did not hear what was said to them but they came over after they had been speaking with them and the person on the phone said no receipt means no exchange no nothing and there is nothing they can or will do. So as stated AGAIN. There is ZERO communication within your company. I am now stuck with an item that does not fit and there is wasted money simply because your store refused to do a size exchange. They are adamant that they cant do anything at all not even a size exchange for the same item therefore they would not even look at what I had. It has now been a little over a month from the time I first went in for an exchange, going back to the store several times  AND reaching out to customer service serval times. I do not understand why me exchanging an item for the same thing different size is this complex. Had I known I couldnt even exchange my size I would not have ask anyone to buy me anything from American eagle and I would not be buying things myself from there. I have been a long time member and have the credit card through the store. I have never had issues in the past. If this is the service Im going to get where I cant exchange an item to the rug he size and keep getting told different things when I go in store and waste my time I will simply cancel my card/membership. The store manager there each time I go is rude and talks to me as I am incompetent for telling her exactly what you are telling me to say and what customer service told me to say when I called. They WILL NOT exchange my item or even look at my item. It is the store at *************** in ********. I simply only ever wanted an exchange for the correct size. This is the ONLY company to ever give issues for an exchange in size. It is infuriating to be spoken to in the manner I am when I go in store and even more frustrating that I have to keep explaining this over and over after being told I can do what Im asking yet the store is refusing and whoever they called for customer service told them no even thought I was told I could and you are saying I can now. If all youre going to say is go to the store and tell them this and that is the only solution you have then there is no solution as they REFUSE. I will simply cancel my membership and make sure everyone knows about the awful service at that store as well. I will not shop there anymore and make sure no one else I know does either. This is absolutely unbelievable that nothing can be done to get me the right size and nothing can be said from you to that specific store to let them know they are wrong.
  

  
  Regards,
  
  **** ********

  Business Response

  Date: 05/28/2025

  Unfortunately there is nothing else we can do to assist with this matter, since the item can only be exchanged in store as we've explained. You may consider bringing the item to a different AE location if the ******************** store is not willing to assist or call customer service to see our approval/notes. There are notes on the previously mentioned incident/reference number that we've added so if the store calls or you call while in the store, they will see that the item can be evenly exchanged and reordered online, but again you will need to return to the store to have this processed.

  Customer Answer

  Date: 05/30/2025

  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.

  There isnt another one near me as the one I would go to normally has been closed for months remodeling. They dont open up again until the end of June I believe. At this point they are probably past the allowed time to return/exchange with all the back and forth and no help. If I can still return by the time the other location reopens I will go back for the 3rd or 4th time. However if you cant say for sure I wont then be told its been too long theres no point in wasting my time even more. At the end of the day your company clearly doesnt care about their long term members. If a store outright doesnt want to do their job and take an item from a customer even though its policy and management high up does not care to do anything that just shows even more so why business with this company isnt worth it anymore. Can you tell me for certain the exchange will be accepted if I go to another store next month when it reopens? Or will I be wasting me time even more?

  Regards,
  
  **** ********

• Initial Complaint

  Date:04/14/2025

  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.

  The date: April 12, 2025 The amount: $41.70 The business committed to provide: 100% Happiness Promise Return Policy. The nature of the dispute: I tried to return and was told I was past the 30 day return policy and can only receive a store credit. Whether they tried to resolve the problem: No. They said it was nothing they could do. The register only lets them issue a store credit.

  Business Response

  Date: 04/24/2025

  I'm sorry to hear of any dissatisfaction occurring with our return policy and 30-day window for refunds to be issued. As stated in our return policy (***************************************************) items can be returned within 30 days from the purchase date (37 days for online orders to account for the initial shipping time) for a full refund back to the original payment method, or within 60/67 days for store credit. This order was placed on March 5th and would have needed to be returned or have the return initiated on our online portal by April 11th in order for the refund to be issued back to the credit card used, and because the return was made in store on the 38th day (April 12th) store credit is the only refund option.

  Customer Answer

  Date: 04/25/2025

  
  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,
  
  ****** Chance