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American Eagle Outfitters Customer Service Phone, Email, Contacts

American Eagle Outfitters
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1.4 202 Reviews

American Eagle Outfitters Complaints Summary

18 Resolved
183 Unresolved
Our verdict: If considering services from American Eagle Outfitters with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Eagle Outfitters reviews & complaints 202

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3:59 pm EST

American Eagle Outfitters Employee Stephanie (Steph)

I went into American eagle today with my 12 year old daughter exchanging 2 pairs of jeans. I purchased 8 pairs of jeans two days ago on Oct 31st equaling over $300. One pair was too long for my daughter so we brought them back today along with another pair that were gifted to her for her birthday a few weeks ago. They still had all tags on them. Before entering the store a young woman helped me with the exchange. She tried to find the ones I had in the size I needed but found something similar. I said those are fine it's ok they aren't the exact same. She said great, they will be waiting for you at the register and you can do your exchange there. As we went to the pair that were gifted to us she said she can order them for me on line because we don't have the size you need in store. As she went or order them she found that she cannot get them online in the size (000 short) she simply said they don't make this style in a 000 short. She apologized and suggested I pick a different pair from in the store. I said sure, no problem, thank you! She then gave me store credit on a credit card and took the jeans I had and placed them in a bin. I proceeded into the store and picked a pair of 000 short and went online. While online a young man helped me with the first exchange for the similar pair they had waiting for me. He then rang up the other pair and I used the store credit. He then tells me there is a $49.99 balance. I said how much are the jeans, I though it was an even exchange? At that moment a woman comes over and starts looking over the order. I explained to her the situation and she was very arrogant, snippy and matter of fact and said, you only have $19.99 on this card because the jeans you returned were bought on clearance! Embarrassed by her approach and voice level I responded ma'am they were a gift. The woman at the door said I can exchange them for a pair in the store. And she replied, well she wasn't lying but the jeans you picked are not clearance! I said If I would've known it wouldn't have been an even exchange like the first pair I would have just kept the jeans and let my daughter grow into them. she replied, well you can get them out of the bin and re-purchase them or take the store credit. She was very rude, arrogant, sarcastic and not fit to be working customer service. So I said that's fine I'll just take the store credit but I wish someone would've explained this to me before going through all of this. I was under the impression it would be an even swap.
I was not told the Jeans were bought on clearance. The girls who helped me in the front had me under the impression it would be an even swap just like the first pair. Then the woman walks away and the man finishes ringing me up. I go to walk away and then turned to him and said sir, what was her name? He mumbled some thing. So I took a step back and I said excuse me, what was her name? He then mumbled something again. I said sir what was her name? And that's when he mumbled again, "Steph". I was very upset and didn't appreciate the way she handled the situation. She was very condescending. Also the young man trying to cover for her when I asked for her name. I just started shopping in your store for myself and now my kids.
I've spend over $500 in there in the last month. A situation like this now makes me not want shop with you. Especially your Freehold Raceway Mall location. Stephanie is very condescending. She should not be working with customers if this is her attitude.

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3:55 am EDT
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American Eagle Outfitters My package says delivered but I never got it?

Order Number: AESAHDE0310743

On 18-Sep-20 I ordered 3 items worth SR 195. On 24-Sep-20 I received an email saying your items was delivered. But actually I didn't received and even I didn't received any calls from these guys. I am fed up with writing emails and calling customer care. From now I will never buy any products from Alshaya or never allow my friends or relative to buy anything from. That much I annoyed.

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9:37 am EDT
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American Eagle Outfitters Women's jeans

I would like to suggest a Class Action Lawsuit against American Eagle for the defective material they use(d) to manufacture their Women's jeans at least from [protected]. I've only attached two photos of two pair, but I have two other pair that did the same. All of the jeans were ordered from their website. I have read online that AE was using cheap, low quality denim at at least one manufacturing plant in Asia.
The most expensive pair, which was my favorite, was approximately $69.00, and the least expensive pair was approximately $39.00. I would prefer to have the jeans replaced, and I actually do still have my receipts.
Anyone want to take this case?

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3:02 pm EDT
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American Eagle Outfitters Customer service

Both salesmen and cashier at the Citystars Branch are extremely rude. Salesman practically ignored us and Then gave us the wrong price for an item. Cashier didn't care and started making jokes with her colleagues about it!

I'll never shop here again.

My email is Sherif.[protected]@conssult.com

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6:07 pm EDT
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American Eagle Outfitters Missing original price tags / no price tags at all

Hello,
My name is antonious galal, I am located in egypt cairo. Today I had the worst experience in the american eagle outfitters branch located in cairo festival city
Mega mall. Even though there was a sale sign all over the place. None of the displayed pieces had any price tags on them at all, no original prices nor the price after the discount. Moreover, there were not enough workers to accommodate all the clients at all and the place was a miss. Adding salt to injury, after we bought our stuff reluctantly they were provided in a mother care brand bag which looked awfull.

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Quannell Johnson [They/Them]
Quannell Johnson [They/Them]
, US
Sep 21, 2020 8:44 pm EDT

Hello Antonious

I am shocked to hear that the mega mall employees put salt into your injuries. I've never heard of someone doing this, especially at a clothing store. How did you get injured?

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4:57 pm EDT
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American Eagle Outfitters Employees watching us uncomfortably

On 5/25/20 at 4:00pm myself and husband enter the store majority of employees were spanish and honestly I spent money here but I will never return here due to employees watching us uncomfortably, pretending to be fixing clothes but keep watching us and their were other customers which were spanish that they didn't single out i'm pretty sure u have cameras and surveillance you can review yourself
My trans# 7282 cashier ac3693
And my other receipt is #7283 cashier ac 3693 whomever this cashier male was more interested in the coworkers speaking spanish and laughing wasn't even professional

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10:50 pm EDT

American Eagle Outfitters Advertising items online at sale prices when you know your dist. center is closed

Due to Covid-19, many businesses are closed. As soon as non-essential businesses began closing down, American Eagle began sending out promotional emails about their super sales and how internet sales will be their priority until all of the shut-downs and shelter-in-place orders are lifted. Many items were discounted significantly on the web, and "free shipping" was offered in most instances. I, along with several friends, went online and purchased items from American Eagle and Aerie in good faith, and our credit cards were charged upon purchase. However, the items never arrived. When I called the 800 customer service number, I was told that the items were "slightly delayed" due to the limited staff, but that they were working hard to get everything out. Another friend, after receiving FURTHER American Eagle promotional emails about another sale (which the website offered at this low price for a limited time only - she had to order before the end of the week) went online and purchased several items from Aerie as well, and like the rest of us, her packages never arrived, either. After about 3 weeks of this and the same remote answers from American Eagle call center staff, "We're working on it. It is set to go out tomorrow." Or "It is scheduled to go out tonight, " I started getting emails from American Eagle stating that the orders may be "delayed" due to Covid-19. One email even said the orders might be cancelled. However, my credit card is STILL charged, and I am paying interest on items that I NEVER received! I called American Eagle BACK and told them just to refund the items to my credit card, but I was told by them that they could not do this. The items could not be "returned" to my card until they have shipped. However, according to the emails, not only have the items not shipped, they may NEVER ship. I finally got an agent on the phone for American Eagle who is out of the country, and he told me, "Yes, our distribution center is closed down due to Covid-19. It was supposed to be re-opened in 10 days, with yesterday being the 10th day. It has been closed since March 17th. But not only has it not reopened, no one has contacted the call centers to tell us when or if it will EVER be reopened."

So, American Eagle, just to clarify: You have been actively sending out emails to ALL your customers as well as advertising on your website that all these great prices are being offered exclusively for this short time-period, you are offering "free shipping" with online orders, and that customers have to buy NOW to take advantage of these great deals. And you KNOW that your warehouse is closed, is NOT scheduled to reopen at any specific date, and you are holding customers' money in limbo? Why would you sell items to customers who, in good faith order and pay, when you KNOW you can't deliver the product? A complaint is being filed with the Attorney General as we speak, and also with the Better Business Bureau.

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12:41 am EST

American Eagle Outfitters customer service

When going on a normal shopping trip to American Eagle with my daughter we were kindly greeted and went on with our shopping. My daughter was looking through the jeans which she absolutely loves when she found a pair that wasn't in her size so she went to ask an employee for the size and Michelle very nicely grabbed the jeans to "look in the back" then eventually came back to say they were out. It wasn't until we were on our way that we overhead this same young lady mention to another worker that they did in fact have the size she "just didn't want to grab it for us". Very disappointed in the service of this establishment.

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6:35 am EST

American Eagle Outfitters the employees.

Last summer I had a few American Eagle jeans that did not last long and wore out in a matter of a month or so. I took my jeans to American Eagle because I had found out I can return them if this is the case. I happened to run into this problem again this winter with 2 pairs of jeans. The first time I went in they assured me that has never been a thing and it's a dumb thought of mine. I was livid- they treated me terribly. I went home and called corporate to make sure it truly was a policy American Eagle had. The lady I spoke to told me I was correct and that American Eagle doesn't really have an expiration date on their jean as long as you bought them with-in 1-2 years. I went back to American Eagle on Dallas Hwy in Powder Sprint, Ga, and this one very rude lady basically told me I was crazy. She would return 1 pair because I had literally just bought them and never had worn them before but the other pair she said "to me these look like they have been washed so I can't take them". I told her what corporate had told me and she basically told me I was lying- which I 100% was not. Honestly, going into that specific store gives me anxiety now because of the workers and how poorly they treated me.

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1:53 pm EST
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American Eagle Outfitters guest services

I came in to the Christiansburg location today and was very upset by the customer service I Received. I walked in the store to receive two dirty looks but the employees standing there. Never asked how they could help or anything. Then tried to order jeans and all the said was we don't have them, couldn't tell me if they were getting a shipment, when I could come back, or anything. The man who was looking basically acted like I was a bother for even trying to buy something from him and was not even attempting to help me order. He was condescending and basically made me felt as if they did not want my business at all. I work in customer service and am not one to speak up when something like this occurs but I have never felt as if I was a bother to someone while trying to buy something from a company, and I did today. I shop a lot from here and now I'm not sure if I will be going back.

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shadowg
, US
Dec 28, 2019 3:00 pm EST

Where do you work. I hope someone finds out and makes a complaint about you. You yourself said that you work in customer service. I am sure that even you would not want to deal with a customer like yourself. You really are funny. You claim how you shop there a lot and let one experience stop you from going back. Trust me that is not loyal as a customer. Stop pretending you are loyal. I am sure they won't miss you.

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1:16 pm EST
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American Eagle Outfitters classic boot cut jeans style 0113-4317

I bought 2 pairs of jeans, one is great the other has ripped on the back right pocket and massivly in the crotch. I bought them October 4th. The order number is [protected]. I have bought and worn American Eagle pants for a decade and now after 2 and half months these pants with normal wear have just been horrible. This is the 2nd time they ripped in 2.5 months and I either want my money back on the pair or a new pair of jeans.

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9:18 am EST

American Eagle Outfitters associate caslyn

12/19/19

I am a frequent customer at American Eagle, as I have two teenagers who throughout their years found American Eagle to be comfortable and fit well. We shop there throughout the year and at Christmastime I always buy gifts and clothes for them at American Eagle. This Christmas, as I have several times in the past, I went to purchase a $75 gift card to use and then to receive the $25 gift card to be used after the new year. My experience with the associate was as follows:

The name of the person of whom I am complaining is Caslyn. She appears to be around 18-20 years of age and is about 5'5" with long straight hair. The incident occurred at 5:45pm on 12/18/19 at the Oaks Mall in Gainesville, Florida - store number 00193.

Caslyn told me that I could not use the $75 gift card with this purchase. I asked her if I could buy it and if there were any limitations on when I could use it and she said there were no limitations on the $75 gift card. Then I proceeded to explain to her that I wanted to buy it and then use it today. She stated several more times that I could not do this. I proceeded to get out of line and grab a few more items and then I went back in line to another register, as she was no longer at the counter.

As I am making my transaction with the new associate, Caslyn interrupts my transaction even though I am trying to focus on my purchase. Caslyn comes up from behind me and states "I think you should be nicer when you talk to people." I responded, "I think you should be nicer too." She stated, "What I said was you should be nicer to people when you talk with them." To which I again responded, "I think you should be nicer too." She stepped away from me and started yelling at me in front of the customers and associates and stated, "It's not my fault that you are not good at math." I interrupted her and proceeded to tell her to not yell at me. I informed her that the problem was not my ability to do math, as I am a doctor and have taken many math courses over the years, but that she did not know the procedure for the gift card purchases and did not feel it necessary to check with her manager. I asked her for her name and she stated, "I'm not going to tell you" and she walked out of the store.

I asked for the manager and the assistance manger came out from her office. While she gave me a blank stare and was less than friendly, she at least listened and stated she would speak to the associate. I'm not certain I believe this will occur, as the assistant manager appeared less than concerned and offered no apologies for the way her associate handled the situation. She did tell me that the associate's name was Caslyn, and I hope this is accurate.

While I have been very pleased with American Eagle throughout the years, I cannot bring myself to continue to spend my money at a store that allows their customers to be treated in such a manner, especially when there are so many other stores that do not treat their customers in this fashion. I have been residing in Gainesville, Florida for over two decades. While I have been pleased with American Eagle up until now, I will not hesitate to voice my opinion about my experience to the many people who reside in this area.

I urge you to watch any video you may have of the incident as you will be surprised at how your associate Caslyn represented American Eagle.

If you have any questions, please feel free to contact me at [protected]@cox.net.

Best Regards,

Dr. Roberts

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4:31 pm EST

American Eagle Outfitters shipping

I did online Christmas shopping with American Eagle. I do not understand why I paid $15 for 2 day shipping when it's not even in on time. I would really really like a refund on my shipping. I understand it's the holidays, but had I know that the extra $15 wouldn't make my package get here any faster I would not have paid it and just would have done the free shipping. Please respond back.

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11:22 pm EST

American Eagle Outfitters employees

The employees are very rude at this store. They become very mean on a return. If the product doesn't fit well obviously I'm gonna return it and it is AEO's policy to return items. I always have my tags on and receipt with the item but an employee still has to act up and would try to refuse to return the item. When can't find any faults in the item then will rudely reply and return it with a sour face and won't even say Thankyou and have a good day once done. I feel very belittle at that store. I spend a lot of money at this brand because I like the products and they fit me very well and I shop a lot there because I love it but only because of mean employees and management I hate going there. Please train employee to be more professional and promote the brand's name with a kind heart and a good attitude.

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Update by Bella Luna
Dec 08, 2019 11:27 pm EST

I'm talking about the rude employees at the Dimond Mall Anchorage, AK store below.

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11:26 pm EST
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American Eagle Outfitters next level airflex men’s pants

The long sticker that comes on the leg of the pants which shows the waist size and pant length ruined my jeans.
When I bought these pants I peeled the sticker off and there was a sticky residue that I could jot get off. I tried many methods and have even washed them a few times now and now my jeans are starting to fade and are not the colour that I like.
My jeans usually last me a long time and these back-to-back washed aged them like crazy.
I'm very disappointed and cannot return washed jeans. I would like your help with this problem.

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4:31 pm EST
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American Eagle Outfitters merchandise returns due to price error - a store manager did not help me.

Last Saturday, November 23, I made a purchase in AE of Plaza Carolina of several clothes. When I was back home, I realized that there was an error in merchandise prices. So, I decided to make a detour to the Bayamon AE store since it was much closer. Once in the store I spoke with Mr. Derick, (I think he is a Manager) but he told me that he could not do anything for me because this was a problem that the store at the Plaza Carolina has to solve. So, I had to return Plaza Carolina driving again about 40 minutes to solve my problem. At AE in Plaza Carolina, Mr. David assisted me very kindly and told me that Mr. Derick could helped me solve my situation without having to return to Plaza Carolina. This situation made me very upset. I consider myself as an AE's good customer (almost a fan) and I think that customers deserve more respect.

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10:59 am EST

American Eagle Outfitters misrepresentation of clearance

I found a pair of jeans on a clearance rack, I asked the clerk how much they were she said 24.99, I tried them on and liked them. I went to the cash to pay they came up as 74.99. I said you told me those were on sale. she checked with another clerk and said they must have been put on the clearance rack by mistake. I went and found another identical pair in a different size on the rack and she said I don't know these are not on sale. They would not offer any other solution. I left and did not purchase the item and put back all the other items I planned on purchasing.

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11:56 am EST

American Eagle Outfitters customer service and return

I made a purchase via telephone on 11/7 using my AEO store card in order to receive free shipping and discount. I paid the balance in full 4 days later in order to avoid finance charges. 4 items do not fit and I want to return. I have receipt, tags still on, items never worn. I do not want store credit i.e. credit to my ZERO balance AEO card I would like my cash back. I called customer service and they stated they would send to the research review, however I did not receive a ticket. I do not feel I should be penalized for paying my debt off immediately and forced to only buy AEO items because I paid my debt in full almost immediately.

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9:46 pm EDT
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American Eagle Outfitters service

Today one of your employees was very rude to me at the cashier station. Her name was Janet. I never had costumer service like that before ! By the time I was ready to check out I went to registery and waited in line for customer in front of me to be done ( no one else was waiting in line in that moment !) In a few minutes to ladies stood in line also And when cashier said I can help the next person all of us went to the counter, and I stepped back a little surprised they wanna go in front of me when I was first but at this moment cashier rudely looked at me and shouted to the other lady don't worry Wendy other cashier will take care of you right there ! She knew the lady, she called her by her first name ! I was very surprised and said to cashier that they were not here when I came to the line and she totally ignored me. ( I wish I could check the store cameras ) Also when I swipped my card she said : very upset, I have to call for approval, I need to see your card. I asked why she needs to do it ? I was worried that my card will get compromised by that. She only answered that your system didn't linked with the bank. So bizarre! It never happened to me before ! I am worried now that it was something wrong with your system and she need it to call the bank ! And what bank ? Mine ? Yours ? Horrible work ethic Janet! Shame on you.

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9:16 pm EDT

American Eagle Outfitters online shopping experience

Dear Sir or Ma'am,

I am writing you this letter to express my displeasure with the service I received through your online operations. I rarely shop at American Eagle already, and unfortunately this experience made me not want to shop there again.

I own two items of clothing from the American Eagle brand that I love. These shirts I own make me feel more confident and beautiful than any other items of clothing I have. One shirt is long-sleeve and lavender, while the other shirt is short-sleeved and white. The similarities these shifts have are that they are both the soft shirt brand, and the other is that they both have deep V necklines. The important part of the neckline comment is that I do not typically wear V necklines because of my scar from heart surgery. Feeling beautiful and comfortable in these shirts is what makes me love the brand. I only own two shirts I love because I can rarely find shirts that fit my body type. I wear a size XL or above, I have wide shoulders, and I am busty. This combination of characteristics does not work with much, or any of the items sold by American Eagle. If this has been my experience, why would I want to buy multiple clothes online?

This summer I lost 30 pounds which has helped me to be able to fit into more clothing options. The first brand I looked at new clothing options for was American Eagle. I was so excited to be able to try more options because of my new measurement decrease. I am a college student with time and financial restraints, so I went to the online clearance section immediately. The website was very well-done. It was easy to follow, and visually pleasing. I ordered 5 items, all items I was nervous to wear in the past, but I decided to take a risk. The items came faster than expected, but the packaging was nothing short of embarrassing. There were no printed receipts in the packages, and the items were not in smaller clear bags.

I went to try the items on, and that is where the biggest problems started. The sundress did not fit well with a larger bust, the knitted tank top fit like a small, the leggings were see through, and the sweater was not the one I originally ordered. On top of these issues, one of my items got canceled. I am not happy with this experience from American Eagle. The American Eagle brand needs to seriously look at the services they are providing for their customers. I am curious as to what you have to say in response to this situation.

Molly Pierce

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