American Eagle Outfitters, Inc.

Hello, I have issued a refund to your orders for the denim you returnedOnline returns sent with our smart tracking labels do take around three weeks to processOnce the package is transferred from the USPS to the final carrier, the tracking information ceases through USPS and is not available until the final carrier scans the package into their system, which may be a few days after USPS has handed the package overPlease allow 5-business days for the refund to post to your account

We apologize for the issues that occurred with your ordersAfter reviewing your orders, a refund has been issue for items reported defective; style 2509-from order *** and style 1414-on order Please allow 3-business days to see those refunds of $and $reflected in
your accountUnfortunately, the women's moccasin is completely out of stock and there are no similar ones available to price matchThe men's moccasin is out of stock, however there are some available in size Tan; if these are still available when you would like to reorder, we will be glad to price match those, as well as provide free second day shipping for the orderWe hope this answer aids in resolving your issue, and sincerely apologize for the inconvenience

Hello, I apologize for the delayed response to your concerns about your accountThrough the systems we have access to, we are usually able to resolve these types of issues ourselvesHowever, upon receiving your response that you are still seeing incorrect information, I reached out to our IT departmentWe scheduled a meeting to review and discuss the issues with your account, which was unable to take place until this weekOur technical team has fully resolved the errors and all information through your account that was tied to another customer’s has been cleared and removedYour AEO Connected account was terminated as originally requested, but you should still have access to your ae.com accountIf you have any other concerns, please contact our corporate office at ***

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Based on AEO's response, they are not willing to honor the cost/prices of my original order based on their system issuesI've since placed a different order & received those items (all jeans) yesterdayI thought this issue would be able to be resolved after being inconvenienced with the authorization on my debit card, time wasted & bad customer service I receivedI will return the items in the order that I received yesterday & no longer do business with AEO.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have closed all three PayPal cases so nothing gets messsd up in regards to my refund . I have received ONE email stating one of my returns was received and refund was being processed . The order for $64. The other two ( one of them being the first one I mailed back on November 3) are still just lost I guess ? I need to know what is going to happen next , especially being that now they’re telling me the merchandise is going to just be returned to stock . This is almost $200 that now , 3 weeks later I am out right before Christmas . This is absolutely ridiculous .
 Regards,
[redacted]

We were disappointed to learn of your recent shopping experience with us. After research,we’ve verified that unfortunately the wanted items were no longer available ateither of our distribution centers. As an alternative to automatically cancelingthe items from your order, AEO attempted to fulfill...

your order using merchandise fromour stores. After three attempts, an automated email was issued when the itemswere finally canceled. This might account for the email delay. Please note we are currently offering worthy sales and many customers are takingadvantage. This is in no way an excuse, but rather an explanation for theoccurrence. AEO understands this was a poor experience and we have issue a percentage offcertificate, with our apologies to the mailing address associated with this grievance.

We were disappointed to learn of the delays affecting yourrefund. After further research, we’ve verified that the reimbursementassociated with order [redacted] was issued intwo different transactions. Per our records, the first refund (for the returnedmerchandise) was issued on Mar-21st 2014 3:02 PM....

The second reimbursement(for the same complaint) was issued on 4/27/15. We recommend Ms. [redacted] reachout to her credit card provider directly for additional details, if the repaymentsare not visible on the credit card statement. AEO handled the grievance accordingly and in a timely manner. Should Ms. [redacted]have additional questions, she can contact our corporate office at1.888.307.3672 (M-F, 8am - 5pm EST) and we will be happy to assist her further.Reimbursement Details:$38.71 Reference ID: [redacted]$ 32.76 Reference ID: [redacted]

Hello, Thank you for contacting American Eagle Outfitters. I’m very sorry for the delay in processing your refund. According to the information in our customer database the refund did not process because the method of payment originally used for the transaction had expired. It is my understanding...

that our corporate team did contact you to obtain a new method of payment and the refund was reprocessed on Wednesday, December 14, 2016. The standard processing time is 3-7 business days, so you should see the refund hit your account on or before Friday, December 23, 2016. If you need further assistance regarding this matter, please contact our corporate office and we will be happy to assist you.

Hello,   I apologize for your experience with this order. Oftentimes carriers will scan the packages as delivered before they actually do complete delivery, which is why we ask our customers to wait three business days when reporting a package not received. Two of the packages in your order do...

show they were delivered on the same date and time by UPS; 11/01/17 at 3:35 P.M. The tracking for the third package shows it was delivered by USPS on 11/03/17 at 11:05 A.M. We always encourage checking with neighbors because the carriers do make mistakes. Because you have disputed this purchase with PayPal, AEO is unable to offer further assistance in this matter.

I filed a Revdex.com complaint against American Eagle on April 23, 2017 at complaint number [redacted]. While I do not like how American Eagle handled my problem at all, I finally was able to get USPS to give me a proof of damage letter and American Eagle fully refunded me for the purchase that I never...

received. Therefore, my complaint against American Eagle can be marked as resolved. Thank you for your time.Thank you for your time,

although u are sending a 20% that doesnt fix the issue. Why should customers be punished for earning a reward and then not be able to get the item at the additonal sale price if on sale?Doesnt make sense. 
Regards,
[redacted]

Hello, I’m very sorry for your experience with this order, including the delay in delivery, as well as for the cancellation of the AEO Flip Mitten in Dark Gray. All delayed orders were upgraded to overnight shipping to ensure Christmas delivery and I do see the item in question was delivered on...

12/23/16. Anytime you place an order with us, your card is authorized for the full amount of the order. We do not charge you or finalize payment until all merchandise has been shipped. If any merchandise in the order is cancelled, your final payment is adjusted to reflect this cancellation. Your order reflects this adjustment, for a final total of $16.30.

First, we would like to express our disappointment in your recent store experience.  At American Eagle Outfitters, our business is built around our commitment to service.  We strive to train our employees to always conduct themselves with the utmost consideration for our customers and to...

provide the highest level of customer service.  Based on your recent experience, it is clear that our objectives were not executed. Pertaining to your order, when items from an in-store order are canceled, a check is generated as a refund. We apologize for that information not being properly relayed to you. Checks generally take 3-4 weeks to process. If you would prefer to be refunded to a credit/debit card, please contact our corporate office at 1-888-307-3672, so that we may take care of that for you. We sincerely apologize for the issues that occurred hope this information resolves the problem. Thank you for contacting American Eagle Outfitters.

Hello, I’m sorry to hear you are dissatisfied with the jeans you purchased this past February. In order to issue a refund to the debit or credit card used for the purchase, the store would need the receipt and that specific card; otherwise, an AE gift card is...

issued. I am aware that you spoke with one of my corporate team members on 10/15/2016 and she offered to send you a prepaid return label to send the jeans to our corporate office for evaluation, however you declined. Should you change your mind you may contact us back and we can send one out for you. Thank you.

We would like to apologize for any miscommunication cause by our promotion. AEO ran two different free gifts withpurchase promotions. The first was for AEO merchandise; all customers who spent a minimum of $75 dollars in AEO merchandise received a complimentary selfie stick. Aerie, our women’s...

intimates’ line offered a free tote as their free gift with a $55.00 purchase. After reviewing your purchase, we’ve verified that $29.99 was spent in an AEO items (the AEO Floral Stitch Tote Bag)and $52.96 worth of aerie products were purchase in order [redacted]. The qualifying threshold for each free gift was not met. AEO understand this to be a poor experience and has issued a complimentary aerie tote to the mailing address associated with this grievance. Please note the promotions could not be combined.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did receive the refund despite paying fees for over draft charges which could have been prevented if she would have faxed the paperwork to the bank like she said she would do. I never received any further communication from Ashley, which is completely unprofessional.  For those reasons you have now lost a customer who had frequented your stores often.  However, if AE's approach is to lie to their customers, than I will be taking my business elsewhere. If she would have bothered to have followed up to let me know the refund would take longer and she was not able to fax the documents, this could have been worked out.  However, she did NOTHING she said she would do with ZERO follow-up. 
Regards,
[redacted]

American Eagle Outfitters does not allow the use of multiple promotional codes in one order, which is why you were unable to use [redacted] and you Rewards coupon together. This is stated in the Help section of ae.com, under Discount Code. "Only one coupon or discount of any type may be used at a...

time." You are welcome to use your AE Rewards discount toward any future purchase. We hope this clears up your questions and  apologize for any confusion, or inconvenience.

Hello, I’m very sorry for your entire experience regarding this order. I have reviewed all communications with our customer service team to obtain more details. It is my understanding that you received the bulk of the order, retrieved from a UPS Access Point location, but some items were missing...

from this shipment. May I please have the names, style numbers and sizes of the items that were not included? You also stated in your correspondence that you did not receive the three items that were delivered by your local USPS. Is this also correct? Please respond with all requested product information to [redacted]. My name is Amanda and I am the only person that manages this contact platform, so I will be the one to receive your email to assist with further resolution. Thank you.

I believe the discount which was offered in replace doesn't even come close to the value lost in the supposed sale
Regards,
[redacted]

Hello, I am very sorry to hear of your dissatisfaction regarding order [redacted] and the technical errors that occurred when you were trying to place your order. Our promotion at the time your order was placed is stated below, directly from a promotional email distributed by our marketing...

department.  We are more than happy to assist you with replacing the order with the promotion and complimentary two day expedited shipping. Please note this promotion was NOT valid on clearance denim. As stated in the terms and conditions, it applies to regularly priced merchandise only. I have noted your original order, if you should choose to replace your order with this promotion, please give us a call at your convenience. Beginning February 10, 2017 at 6:00am EST through February 13, 2017 at 3:00am PST, take 25% off your AEO® jeans purchase when you buy 2 qualifying pairs of jeans, 30% off when you buy 3 qualifying pairs of jeans, or 35% off when you buy 4 or more qualifying pairs of jeans in select AEO stores and at ae.com®. All prices and/or promotions at ae.com® and aerie.com are reflected in USD. You must enter the following discount code JEANS in the ae.com shopping bag to receive discount. Discount applied at register. Discount applies to AEO Jeans merchandise costs only, not tax and shipping & handling costs. This discount is not redeemable for cash, nor is it applicable toward previously purchased merchandise. This discount offer cannot be combined with other discount codes. Valid for AEO branded merchandise only. Not valid on Aerie® merchandise, clearance merchandise, Tailgate, AEO APT, or on Gift Cards. Excludes 3rd party merchandise. Discount promotion and associated terms & conditions subject to change at AEO's sole discretion. © 2017 AEO MANAGEMENT CO. ALL RIGHTS RESERVED.