They shipped me the wrong order and instead of immediately sending the right order they made me wait for them to email me to cancel and then reorder all my stuff (and it takes them 24-48 hours to email you) meaning you have to wait at least twice as long as expected to get your order.
Not to mention I had to return the other package they sent me (which I kind of understand but is still annoying) and I just didn’t want to have to jump through all these hoops because their company messed up. The whole point of shopping online is the convince and my experience was anything but convenient. Maybe I just have high standards but when a company sends you the wrong order I expect them to immediately ship the correct order to you (some companies will even ship it with priority shipping too) rather than make you reorder the stuff and wait.
They did give me a discount but honestly I didn’t really care about getting a discount as much as getting the over $100 worth of stuff I ordered. They made me do all the work to fix the problem instead of simply shipping me my order when I told them they messed up. The only reason I’m giving them two stars instead of one is because the people at customer service were helpful and nice it’s just the companies policies that suck.
Review by Meic Artworker1 month ago
Went to store and spent a lot of money, a little over $200 just on my daughter’s school pants alone that the cashier placed the order for because they did not have them in stock. Guaranteed delivery for two days prior to school starting.
Long story short... we did not receive the clothes at all, my money was not refunded (they said they sent the check but alas it’s two months later and two days after purchase and no refund). I have called customer service so many times, a coupon for my trouble was given and could only be spent on the phone, and they do not respond to emails that were sent to me to “call them so we can discuss my refund” to which they don’t answer the phone, nor can you send back an email.
I am beyond angry and the world will know that ae sucks and they will NEVER get another dime from my hard earned paychecks when they have the worst customer service, zero gratitude, no respect, and too expensive on top of all this damn trouble! My daughter will have to choose other expensive clothes from now on.... I WANT MY MONEY!
I get off early tomorrow and will be calling the BBB and writing all over social media about how crappy American Eagle has done us by ordering what they didn’t have, sending out 5th grade emails to explain, giving us faux coupons that you really can’t use, letting my daughter down, poor communication skills, and stealing people’s money. Again, I WANT MY MONEY! Now!
Review by Eliceo2 months ago
After three weeks of waiting for my online order they finally admitted it was likely lost but still made me wait for a specific day before 'allowing' me to request a refund. This for some reason took 30+ minutes with a CS agent. I didn't even receive a basic apology for the lost order and time wasted chasing it. How they are still in business is beyond me.
Review by Deairrah Helt2 months ago
Why would you charge me $20 for overnight shipping and then only ship part of the order? That is unacceptable and support is not willing to refund the shipping.
Review by MarcD Roughani3 months ago
I love to shop at AE but the "buy 5 pair of Jean's get the 6th pair free" is a big disappointment. I was really excited about getting my free pair. The cashier told me it would be 3 weeks until I recieved the coupon for them (which is ridiculous ) but I waited a month finally called customer service to be told I did not earn a free pair and that I am only on my 2nd pair. I have all the receipts that they emailed me but that wasn't good enough. Very Disappointed in that broken promise.
Review by Nazariy3 months ago
I just bought the high rise skinny kick jeans, I love the way they fit !! They sit perfectly on my waist (not too low). I just wish they were offered in more colors than one !!
Review by Tamr3 months ago
DO NOT BUY ONLINE. Unless you don't mind waiting 2-4 weeks for them to tell you your package is lost at the UPS facility. Seriously I don't understand how they still have an online store, I didn't want to believe the reviews but this ended up happening to me. After two weeks of not knowing anything about my order (no tracking) & needing jeans for school, I ended up asking them myself where and what happened to my order. They gave me a refund. So annoying.
Review by PhilR Roseo3 months ago
I contacted customer service via chat; the rep asked how she could help and then disappeared for 20 minutes. She said she had sent a return label but it never arrived, not to my inbox nor to spam or elsewhere. She disconnected my chat without resolving the issue. I called customer service and the rep was very nice but the return labels that were said to be sent never came. I checked everywhere. I think it's AE's way of not paying for return shipping as promised, or to get people to go into the store to potentially buy more when they return. They were right on the business of taking my credit card for an exchange but the return administration is nonexistent. Why not include a return form with the items? Why not include a preprinted label like other companies do? Answer: they want to discourage returns, they don't want to pay for them as promised, and they want customers to have to go into the store to get their money back. It's that simple.
Review by DCcustomer Gobbett3 months ago
Hit with a £20 extra tax and duty charge.. I tired to get the company to take responsibility but there customer service are obviously well trained to fob you off and deceive ... I cant believe such a dishonest company can go on trading like this! I would never use this company ever again!
Review by Sedighi4 months ago
Julie Escott, Danny Thompson... I'm a 43 year old mom with twins... I'm an AE girl bc of their fit, price, style when I was younger. My husband and I spend money on the girls, live paycheck to paycheck now (they make me beautiful 😘) My dad aka Grandpa came to visit this week, old school... offered to give me a 200 gift card so I could buy some clothes and sweats. Got on AE, the site had problems with it, felt like saying screw it, their customer service when called was awesome though, above and beyond, got them on the phone with my dad who doesn't order clothes and he said they were so nice, took care of everything. Awesome guys.🙌🙌🙌💖
Review by Gladws5 months ago
Why aren’t you with the rest of the world with free returns????
Review by Alonso5 months ago
Awful experience at American eagle! Standing in line, didn’t mind at first, but when the person in front of you LEAVES to look for another item for a sale - you should be helping the person behind them. The lady at the register did just this and then proceeded to stare at me once the lady came back to the register. Extremely rude and I don’t want to shop here any longer. This was the only store I purchased jeans from but not anymore. As a customer you want to feel welcome in a store and this is not the case at this store. You feel out of place, stared at and rudely “helped” if you can even call it that! Very disappointed in my experience here.
Review by Atleast6 months ago
I was charged twice for an identical amount of $198 on the same day for 2 online purchases I did not make.
The 5 associates I spoke to were able to confirm that the order was not placed under my phone/email account number on file. After having the complaint escalated, I was told I neededto contact my credit card company to dispute charges billed by AE.com. I had a reference number associated with each purchase-as printed on my statement. None of the 5 associates yesterday took down that number. I will make sure not to shop at AE.com in the future! My credit card information isn't safe and customer service was terrible.
Review by Tangsprell7 months ago
Horrible customer service. Recently placed an online order and the security tag was left on my item. Used the online chat service and was told that I needed to take it to an actual store to get it removed or wait 4 weeks to return the item and get it replaced. When I expressed concern about having to drive a distance and pay for an Uber to the nearest store, I was told that “it isn’t that hard to go to a store.” Then the chat was discontinued by Danica from AE. I have never dealt with a company that doesn’t try and mend an issue they cause and also provide rude customer service on top of it. Very frustrated and will never purchase from them again.
Review by Stee Freydberg7 months ago
I placed 3 orders, one which did not go through to American eagle's system yet I was still charged to my credit card. They told me to replace the order by calling them. I asked for another option to replace order as my phone doesnt make international calls. They said calling is the only option. I then contacted my bank to cancel the payment and tell them to investigate. While this incident was happening, American eagle decided to randomly cancel my 2nd order without my request and they refunded me only $3 of the payment for that particular item.
They are very unprofessional in communicating with their customers.
Review by Stylex8 months ago
Unlike other reviewers I got my order shipped with FedEx (although it was specified to be with DHL) without paying surprising taxes, perhaps because I made sure to pay under the maximal total value eligible for waived VAT ($75 in my country). Shipping was done to Israel.
Shipping was fairly fast, I only wish it was clearer that it was done with FedEx.
Review by Donm8 months ago
Wow the import tax hit us from nowhere! £140 order and a £35 import bill. Just assumed the email was a spam when dhl asked me to pay the tax so almost deleated it. What a joke. The items better be perfect! Would like a call or reply from the customs service team to discuss.
Review by Christaline Poshtbarooei10 months ago
I had a American Eagle credit card, never missed a payment or owed them any money and they canceled me because they said my credit score changed. I was never aware of after I had my card that they were continuously running my credit.... I will never shop at the store or refer anyone to obtain one of their credit cards.
Review by Gibsonbass10 months ago
I placed an order and have since received a import and tax bill to get the items into the country. At no point was this mentioned, I thought it was a phishing scam at first, but turns out its just AE being snide. It states free returns on the items I purchased, next to the price in pounds, so I wonder how that's going to go if I need to send anything back. I also ordered the items 3 weeks ago (it's the 8th today, ordered last month on the 18th) and until today had no info. They have shops in the UK, but their customer service and delivery here is appalling. I'll avoid in future, suggest you do the same or you'll pay more than you bargained for, and they'll probably have gone out of fashion by the time anything arrives. Helpful consumer advice complete.
Review by NeverNotKev10 months ago
worst customer services ever, i talk to 3 agents
first two makes wait so long and didnt response . and third one told me.to contact back tmr, which i had call them 4 days before , the agent told me to call on 12/3 which is today . And they makes me wait again .,I dont have time sitting there, and keep contacting them . wont ever shop here again . irresponsible
Review by Duley Geisick10 months ago
the last three times i’ve tried to order something from them i go through with processing the order and putting all of my personal information in and as soon as i proceed with the checkout i’m told “these products are out of stock”. luckily i haven’t been charged at all but it’s still frustrating, obviously not a company i’d want having my info or wasting my time
Review by Lenairria11 months ago
I have wore AE jeans for as long as I can remember.. so please tell me what has happened to the quality?? The flare jean pockets are so small that you can CONSTANTLY see the white poking out. Why Why Why.... must AE change things?? I can not wear my favorite jeans because even when I’m standing the white pokes out of the pockets. And it looks RIDICULOUS..Please correct this issue.
Review by Yasreen1 year ago
The store at the Outlets of Castle Rock in Castle Rock, CO is fantastic! The salespeople are very friendly and helpful in addition to always going above and beyond.
Review by Seetharam1 year ago
same as everyone, does anyone know of a way to get reimbursed? I had moved flats, and didn't know I had these charges and it got passed onto a debt collector.
Review by Eshref1 year ago
I have shopped at AE for many years now, however, this is my first review. When an employee goes out of their way to give exception service as Reid Thompson, at Fairview Mall, North York, Ontario., did I want to share with others.