American Eagle Outfitters

Leisa of Sturgis, KY June 14, 2009

I purchased a money order on May 25, 2009 for &50.00. I mailed it the same day to pay on my account. My account has yet to be credited. I called Western Union (money order issuer) who confirmed it had been cashed on June 08, 2009. I have called customer service 3 times with the money order number and they are not showing it in their system even though they have cashed it.

They want me to get a photocopy of the cashed money order and mail it to them. It will cost me 15.00 to get a photocopy and will take up to 30 days. This is ridiculous! Can they not track it in their system by the money order number? I'm sure some idiot made a typo and someone now has 50.00 paid on their account.

Enedina of Gardena, CA March 2, 2009

I ordered online from american eagle outffiter 1/14/09 the bill came out to be a total of 299 with some cents. i never recieved a package. I called american eagle they said they needed to start a claim with ups which would take approx. 7 days I called after these 7 days it was not resolve they asked me to call back on the 25th that they should have issued a refund by then today is the 2nd of march and I have not recieved nothing just false promises

Kaye of Zeeland, MI January 21, 2009

My son was online at AE.com and found 4 items that he wanted. Two of the items were not in stock on-line, so we used the store locate button. It came up that the closest store that had one of the items we wanted was 106 miles away. So, figuring that the store could just ship the item to me, I called them. They did have the item in the correct color and size, but said they were not allowed to ship it to me. I then asked if they could transfer it to a store close to me so that I could pick it up, but they responded that they couldn't do that either. I told them I would call customer service at their headquarters to see why they didn't allow them to do that. I called the headquarters in Pittsburgh.

 I had to call 6 times, because after 15 rings it would send you to a voice recording with no option on the recording to be transferred to customer service. On the sixth try, I did get a person and requested customer service. I did get a woman and explained the situation to her. She confirmed that they do not allow the store to ship directly to the customer. I also then asked whey they don't allow store transfers, which she said they had a freeze on store transfers right now. Because I'm in customer service, I decided to repeat the situation to her, as I understood it to make sure there wasn't any communication issues. I went through the scenario - You are out of stock of this item on-line, a store near me doesn't have one, a store 106 miles from me does. They are not allowed by company rules/policy to ship direct to me and they also cannot transfer or send it to a store near me. She said that I did have that correct.

So, then I told her how ridiculous that was, as I was a consumer wanting to buy a product they had, but they didn't want to sell it to me. I then also noted with her the state of the current economy and retail sales numbers, but she said that didn't make a difference. At this point, I asked to speak with the person directly above her, like a manager, to go through this again, as it just didn't make sense a store didn't want to sell their product.

Then she, all of the sudden, comes up with the option of having the store send it to the headquarters and then sending it to me from there, but it might take awhile. I asked how long she thought this might take. She stated 1-2 weeks to get the item to me. I said that was fine and that I would like to do that. She then put me on hold and called the store I had already talked to. She came back about 5 mins. later and said that she needed my name, address and phone number to contact me once it arrived. I gave her that info. and she said she would call me for the billing info once they received the item. Then she added that this was against their executive's policy and it was a one time event. I said she could transfer me to that executive and I would be happy to speak with him about this. She declined my offer and said she would call when the item arrived.

I have never heard of such stupid rules about shipping an item from a store!!! I have had many items shipped to me from large chain stores and have never had them say no. You would think that they would like to make their customers happy and also sell as much clothing as possible - since that's what they do. To not have the item transferred is even a worse policy. GET IT TOGETHER AE! If I have any difficulty getting the item to my door, I'll update this post.

Other than my charges for the 6 long distance calls, no damage has yet to result.

Kelli of Carol Stream, IL December 15, 2008

I was waiting in line to purchase my item--there was one woman in front of me, and one boy (manager-on-duty) checking her out. There were 4 employees working on the floor, but no other customers were in the store. I asked another employee if he could check me out. He asks the manager-on-duty, to which he replied, No, go back to the front and I will take care of her when I'm done. The manager-on-duty didn't even acknowledge I was waiting. The least he could have said was, I'm sorry it is taking so long, I will be right with you. I called the store manager later. She said she apologized, but sounded very insincere. HORRIBLE customer service at this location!

They lost my sale, and any future sales. I won't be shopping at that location (or maybe any other location) from now on.

Yueming of Gaithersburg, MD February 18, 2008

I received an American Eagle Outfitters gift card for my birthday in June 2007. I used it before school started this year (August 25, 2007), and then I returned some of the items a few weeks later. They reissued the merchandise credit to a new card. In November, I tried to use the new card. The cashier said that there was a balance of 0 on it. When I went home, I called the gift card customer service, and they said that the card was somehow canceled, and I am supposed to have about 47.15 on that card. I asked why it was canceled, and the woman hung up on me.

I tried calling the AEO customer relations, and they hung up on me, too--every time I tried asking about where my money went. I've been calling for months, and either they give me false promises that they would call back in two business days to resolve this issue (never got a call), or they would hang up on me (both Gift Card customer service and Customer Relations service). I regularly called the gift card customer service line to check up on my balance. It was always 0.

However, recently, I checked my balance online, and now it says they do not recognize my card number. I think they deleted the card's account. I'm just fed up with American Eagle Outfitters, and I don't know how to get my money back!

I lost about 50 and a lot of valuable time when I tried to talk to them. The customer service usually hung up on me and was treated extremely rudely by the service phone lines. It has been five months, and nothing has been solved yet.

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