Complaints

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

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

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  American Eagle Outfitters, Inc.

  77 Hot Metal St Pittsburgh, PA 15203-2382

• 

  American Eagle

  1262 Vocke Rd # 150 Cumberland, MD 21502-7788

• 

  American Eagle Outfitters, Inc.

  26300 Cedar Rd Beachwood, OH 44122-1158

• 

  American Eagle Outfitters, Inc.

  7850 Mentor Ave Mentor, OH 44060-5582

• 

  American Eagle Outfitters

  270 Loudon Rd # 1218 Concord, NH 03301-8004

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:10/22/2023

  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.

  Won AE gift cards at a charity event tickets were 1000 each that gave 5 tickets to the raffle various donated items proceeds to charity I placed order chose express shipping before 1pmest cut off time make my items (4total) delivered 10/13. tracking number for ups was emailed notification the order had shipped. items were never delivered. 10/13 came and went then finally ups had an update delivered by 7pm 10/16 which came and went I check the tracking again and the status said delivered met customer. they did not meet the customer me or anyone else I know I stayed home all day waiting for this package AE say
  - I have to wait 72 hours package to some how pop up- even though I paid for it to be delivered the 13 it was already 72 hours late there’s nothing they can do contact them after 6 the next day - after 72 hours still no package contact AE they tell me do to my order history they can’t help me and to contact ups. I’ve never ordered anything from American Eagle in my life I explained what are they talking about this is crazy they say call ups -I didn’t place an order with ups I placed it with AE who is the shipper and the one in charge of the shipments per ups not the receiver still AE claims they can do anything -I file a claim with ups they tried to reach me at 745 am I was at work yet they mark the investigation closed due to not being able to reach recipient I’m livid and contact ups via phone and they transfer me to investigations who inform me the investigation is still open and asked if I had been given a refund by the shipper I said nope they will not help me at all. They said they were still trying to find my package and would take responsibility for it missing but a few more days needed to pass for them to find it I notified AE they tell me it was delivered and they won’t help even though UPS admits fault and will issue full refund for package it will go to AE not to me. AE is a joke such a waste of my time horrible customer service ***********

  Business Response

  Date: 10/25/2023

  Hello,

  I'm sorry to hear that you may not have received your order. UPS has confirmed that the order was delivered as addressed and have therefore closed the investigation. We are unable to issue a refund for orders that are confirmed as delivered by our carriers. If you suspect your packages are being stolen, we strongly recommend shipping to an alternate address or utilizing our Buy Online Pickup In Store (BOPIS) feature. 

• Initial Complaint

  Date:10/16/2023

  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.

  On Aug 2nd 2023, I have purchased several items from American Eagle online store, totaling $120.16. I have found that 3 items did not meet my expectations. I have decided to return these 3 items, with intention to replace 2 items with a different size and 1 item being returned completely without replacement. I went to the nearest American Eagle store in Lynnwood Alderwood shopping mall. The cashier has accepted my return, however during return processing, they did the following.
  
  1. Added the 2 items that I intended to replace to my exchange transaction (tx ref ********************* **** ********** *** *********** *otal amount $60.00)
  2. Included the item that I intended to return to the same exchange transaction (tx ref ********************* *** *********** total amount $34.97)
  3. Included the new 2 items that I intended to purchase as a replacement (tx ref ********************, SKUs ********** and *********** total amount $89.92)
  
  Since my original order was an internet order, and the American Eagle store in Lynnwood Alderwood did not have the 2 replacement items (SKUs ********** and **********), they placed a new online order on my behalf and charged me $60.00+tax for SKUs ********** and **********. This was done as part of sale transaction reference ********************* The difference in prices between exchange transaction ******************** and sale ******************** is because online and in-store prices were different for these 2 items. To take advantage of the reduced price, the store employee ordered the replacement items online, but charged me for this order at the store. The sale transaction has later appeared on my credit card statement on Aug 16th 2023 as a separate entry.
  
  At the same time, the store employee didn't consider that 2 new items were also part of my exchange transaction, effectively reducing the amount of refund that was due to me. In summary, I was charged a double amount for the same 2 items. One time, it was done as part of sale transaction ********************* The second time it was done as part of calculation on the exchange transaction ********************.
  
  Consequently, I request that a full refund of $104.56 ($66.06+$38.50) is returned to me immediately.

  Business Response

  Date: 10/25/2023

  Hello,

  I'm very sorry for the issues that occurred with your exchange transaction. For further assistance, please contact our corporate office with your original receipt or order number and the exchange receipt you have provided in this communication. Our hours of operation are 9-5 ET and our phone number is 1-888-307-3672. 

  Customer Answer

  Date: 10/25/2023

  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 already been in touch with said team and they were incredibly unhelpful and did not resolve this issue 
  
  
  
  Regards,
  
  
  
  ***** ***********

  Business Response

  Date: 10/25/2023

  Hello,

  I'm sorry our team was unable to help. Unfortunately I do not have access to the required tools and systems to offer further assistance. Please return to the store with your receipts to have your refund processed. 

• Initial Complaint

  Date:10/08/2023

  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.

  Hi,
  
  My name is ******* ****** and I recently purchased an order from Aerie that was placed on September 26 and it says it was delivered on the 29th. I have never received this package that was worth 277.74. I contacted customer service multiple times and was refused a refund. The first time I contacted customer service the lady I was speaking to said contact us tomorrow for a refund and I did and got denied. I even contacted lasership like I was said to do, and they did absolutely nothing. I have been an American Eagle/aerie buyer for years ever since I was a little girl it has always been my favorite brand. Leasership is not a reliable carrier and I never had any problems until them. When I contacted customer support they said that my package was handed to a lady named evelym but that has absolutely nothing to do with me as I'm ******** not evelym. My order number is ********** and my tracking number is ****************

  Business Response

  Date: 10/16/2023

  Hello,

  I'm sorry to hear that you may not have received your most recent order. Upon reviewing your order history, we issued a full refund for an order placed on 09/09/2023 that you submitted a complaint of non-receipt for. This order was split into two shipments and was delivered by two separate carriers. Our corporate policy dictates that we will issue a one time courtesy refund for orders that are not received but have been confirmed as delivered by our carriers. We are unable to issue a refund for this, or any other orders that are delivered to your address but may not be received. 

  If you suspect that your packages are being stolen or delivered to someone else at your college/dorm, I would recommend shipping to an alternate address. We do offer a buy online ship to store feature that you can utilize. You can also set up a P.O. box at your local USPS depot. You can file a claim directly with Lasership for this current shipment you are missing. 

• Initial Complaint

  Date:10/02/2023

  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 a large order online. Items were missing from my order. I reached out after waiting a few days to see if an additional shipment was on its way. I was immediately told that due to the fact that I had not received a previous order, they were unable to help me. This has nothing to do with not receiving an order. I paid for three pairs of pants and I received one pair in the package. I will never do business with a company like that again.

  Business Response

  Date: 10/16/2023

  Hello,

  I'm very sorry two pairs of the Aerie OG Leggings were missing from your order. I have issued a refund for these two items. You will receive a return confirmation email from ae.com and should see the refund post back to your account within 5-7 business days. If you need additional assistance, our phone lines are open 24/7 and our live chat is available until midnight ET. 

• Initial Complaint

  Date:10/01/2023

  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 a $413.60 order on September 24,2023 with American Eagle. The package was delivered but I am missing 6 items which total $213.76. I reached out to American Eagle customer service and they said they are unable to issue me a refund due to “ the carrier provided proof of delivery, we were able to confirm the package was delivered at 4.10 lbs. This weight properly corresponds to the items in the package. No damages were reported by the carrier. We are not able to issue a refund for this matter.” I have no idea why they would deny this where I have been shopping with American Eagle consistently for 25 years and have spent a lot of money with them with no issues. I just want my money back one way or another. Either send me the items again, give me an American Eagle store credit, or refund me the money to my credit card. After reading the other BBB complaints that are JUST like mine regarding this company I truly believe they are scamming and don’t value their customers.

  Business Response

  Date: 10/03/2023

  Hello,

  I'm so sorry some items were missing from your order. We will follow up with the fulfillment center that processed your order. I do see that a refund was issued for the missing merchandise on 10/02/2023. You should have received a return confirmation email and should see the refund post back to your Visa within 5-7 business days from the date it was issued. Please note it may take longer depending on your financial institution. If you need additional assistance, our phone lines are open 24/7 and live chat is available until midnight ET. 

  Customer Answer

  Date: 10/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/25/2023

  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 9-23-2023 at approx 4:15pm I attempted to return merchandise to AMERICAN EAGLE CLOTHING STORE , located at Clarksburg Premium Outlet, 22705 Clarksburge Rd., Suite 816, Clarksburg, MD 20871
  Receipt from 9-16-2023, Trans: ****.
  The merchandise to be returned was un-used, with store price and size tags attached, I had the original receipt in hand as well as the original credit card used.
  I was told by the store employee that it was the store policy that I enroll in their Rewards program in order to process the return. Although I was not interested in their program, they attempted to enter my information into their system but were unable to figure out how to enter Washington DC into the system. I found this policy to be unlawful as to require participation in a rewards program in which I had no interest. My return was refused.
  I contacted the corporate offices on Monday, 9-25-2023 at 10:53 am and spoke to a Ms. Jazmin C****s. I received a response at 12:56pm but no resolution was offered and there was no acknowledgement of the policy violation. This speaks to the corporate governance and that they indeed are complicit in these violations and may be widespread.

  Business Response

  Date: 10/11/2023

  Hello,
  I’m very sorry for your recent experience when visiting our Clarksburg Premium Outlets AE  location to complete your return. Please know that we do take customer experiences, and your complaint, very seriously. I have contacted both the district and regional managers in regards to your complaint to ensure this is addressed at the store level with all associates. 
  

  Our corporate policy does not dictate that a Real Rewards account is required to complete a return. Please be assured, there was no Real Rewards account opened in your name.  I do apologize for the confusion when you tried to return your item(s).  I understand that it is an inconvenience to return to a store location and am happy to help facilitate your return and refund. 
  

  If you are amenable, we can send you a prepaid return label to mail your return to our corporate office returns department. Once received, a member of our team will contact you via telephone to obtain your credit/debit card information to process the refund. Please confirm if you would like to proceed with this option, and I will email you the prepaid label.
  

  
  

• Initial Complaint

  Date:09/20/2023

  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.

  My order number is *********** I ordered on 9/12 and it shipped via USPS. Since 9/13 USPS tracking shows that the label was created but USPS never received the package so never shipped it. My email confirmation says the package would be delivered between 9/18 and 9/20. we did not receive the package today either and my mailman said they don't have it. This is consistent with USPS tracking service. Today I contacted Aerie customer service because my daughter needs this order. Aerie says that we would still have to wait till 9/27 and which time we can ask them for a refund and order again. If the eta wasn't for 9/20, we would not have ordered because we need these items tomorrow! He said I can place the order again today, pay for it and also pay for next day delivery. Are you kidding me? I told the customer rep that this is not acceptable. I AM NOT paying another dime for this order. How dare Aerie expects me to pay another $60 and wait for at least 2-3 weeks for a refund to appear on my account. Ina addition i am expected to deal with returning an order if it shows up some day next week! This is unactable and it's like a robbery! What kind of customer service is this. I would like Aerie to send me my order TODAY with NEXT DAY delivery FREE of charge to me. I ALREADY PAID FOR IT!!!!! Not paying it again. They offered me a discount! I DON'T WANT A DISCOUNT! I WANT MY ORDERED SHIPPED TO ME TODAY via NEXT DAY SHIPPING. I hope it is clear what the issue is and what the expected resolution is.

  Business Response

  Date: 09/29/2023

  Hello,

  I apologize for the delivery delays that occurred with your order. The USPS tracking confirms your package was delivered on September 25 at 11:08 AM. As we continue to see delays with all carriers, national and regional, we must adhere to our policy of waiting 14 days from the last tracking update before we can consider the shipment to be lost. As is the case with yours, the majority of shipments are still being successfully delivered. 

  Our system does not permit us to resend merchandise, which is why a refund would have had to be issued and a new order would need to be placed. We apologize for any inconvenience this delay may have caused. Please feel free to file a complaint directly with USPS as well. Here is a direct link for your tracking. 

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

• Initial Complaint

  Date:09/13/2023

  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.

  So I spent AU $152.02 on order ************** on September 4th. I received needed these clothes for vacation and so I was expecting them to arrive by the end of this week. Unfortunately I received an email in the evening that my order had been delivered. This was off as reception usually emails me when I have a package to pickup. Upon checking with them they showed me a logbook that didn’t have my package. AE started an investigation and they’re saying the shipping company said it was delivered and to check with reception again or call the delivery company. How does this help me at all, I paid AE so it is their job to ensure I get my product. Please beware that if you have any lost package they are no help! I have been shopping with them since high school so to essentially be treated like this is disgusting.

  Business Response

  Date: 09/20/2023

  Hello,

  I'm very sorry to hear of any delivery issues that have occurred with your order. Unfortunately I do not have access to view orders that are placed through our international Australian site. Please contact our team at [email protected] for further assistance with your order. 

• Initial Complaint

  Date:09/12/2023

  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.

  In early March, 2023, I purchased two pairs of jeans from American Eagle Outfitters at their Mall of America location in Bloomington, Minnesota for $109.90. A few days later I returned to the same location with the intention of exchanging the jeans for a different size. Unfortunately the store didn't carry my size but I was informed that I could order the new pairs online and have them shipped to me as an exchange. I proceed with that option without issue. That very night, I decided to cancel the exchange through my American Eagle account since the order had yet to ship.
  A few weeks went by and I noticed I never received a refund. So I contacted AE about the issue and was told to check with my bank to ensure the funds aren't still pending (since I never received a product in exchange for my money.) After reassurance from my bank that the transaction did go through and a reversal never took place, I reached back out to AE the next day and was told that my issue was being escalated and I should hear back from them in a few days. After another two weeks I contacted AE again and was told the same thing, my issue would be escalated.
  I've called, messaged, and emailed and never got anywhere with American Eagle. This is my last ditch effort to get a refund for products I do not own. The exchange order ID is ***********. My faith in one of my favorite clothing brands is destroyed as i have spent thousands of dollars on their items; they have lost my future business. Supporting images are attached. Thank You.

  Business Response

  Date: 09/18/2023

  Hello,

  I'm very sorry for any issues that have occurred with this order. However, I am unable to provide any details or assistance as the name, address and email on this complaint do not match any of the information entered for the order in question. For further assistance, please provide the full name, address and email that was entered on the order. If available, please also include the store receipts from the return and exchange. 

  Customer Answer

  Date: 09/22/2023

  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 has requested that I resend information that they claim is inaccurate, even though a screenshot of the transaction was provided. I will provided potential alternative information.

  Order ID - ***********

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

  Email - ************************

  Address - **** ********** *** *************** ** ***** ** **** *** *** * *** ***** ****** ** ***** ******* ********
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  *** *******

  Business Response

  Date: 10/03/2023

  Hello,

  Thank you for providing the additional details as requested. I'm so sorry this has taken so long to be resolved. I was able to locate several communications with ******* email address and she was advised by our team in more than one email to call our corporate office with the debit or credit card used so we could manually refund the purchase. She did not respond to any of those communications; perhaps they all went to her spam folder. Please contact us at 1-888-307-3672, M-F, 9-5 ET with the original  and exchange receipts, and card used for the purchase so we can process the refund for you. Please also provide reference number ************* when calling as all additional details have been noted for our team. 

• Initial Complaint

  Date:08/27/2023

  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 a $92 order with American Eagle. The package said delivered but never came. I was playing with my son outside during the time of “delivery” and there were no delivery trucks in site.
  
  I reached out to American Eagle customer service and they said they are unable to issue me a refund due to “order history”. Well I have no idea why they would say this because I’ve placed 18 orders with this company and there was only one other time I’ve ever had an issue. That time a couple pairs of jeans said out for delivery for weeks and never delivered so they reissued a new package. If you look at the tracking for the original order of jeans right now they STILL say out for delivery MONTHS later.
  
  Now because of that one other incident (that clearly was not my fault) they won’t refund me my 92 dollars or resend me my order? So I have to pay $92 for goods that I don’t have?
  
  After reading the other BBB complaints that are JUST like mine regarding this company I truly believe they are scamming their customers.

  Business Response

  Date: 09/18/2023

  Hello,

  A refund was issued for this order on August 29. Please note that we will not issue any future refunds for any orders that may not be received, but are confirmed as delivered by our carriers. We do have a ship to store option if you have concerns about the delivery services in your area.