Ordered two pairs of jeans as I have for the last 10 years on December 25,2024 jeans came and they are longer than normal so I applied for a instant refund to order and shorter length, since I guess they change their sizing ship said items back only for me to receive an email telling me there was a glitch in their system, and they won't honor the instant refund. And now I have to wait 2 to 4 weeks to get my money mind you I will miss the sale. Service Value Shipping Returns Quality Date of experience: January 7, 2025I bought jeans size 4 online from American Eagle, I received the jeans but it was big so I took it tO the store to exchange it with size 2, but what I received was a DRESS! I called customer service to let them know what happened they said go to the store and return the dress and you will get your money back! I went back to the store and explained everything, the store manager said I can't refund you the money because it's a dress not jeans! Well it was NOT my fault it was the associate who packed the item fault. I called customer service like 10 times, chatted with them 5 times, sent emails 7 times and since August 14 till now I didn't receive my money back nor got an honest answer! I need this to be escalated to the highest end because that is not professional way to deal with customers? Date of experience: September 8, 2024I've been shopping at AE for over eight years and I've always loved their products and customer service. But I want to warn everyone: do not shop the online store! It's been their policy for years to offer free shipping on orders over $50 - I have the receipts - but that seems to have changed with no warning. Last week I was charged $25 for shipping on a $110 order and I'm never getting that money back. Shop in store or move on, the online store is a scam. Service Value Shipping Returns Quality Date of experience: February 24, 2024I ordered clothes,an recieved clothes I didn't order,so I took everything back except 2 jeans that were 29.96,x 2 = 59.92,an they want to charge me 132.00,sorry I went to the promanade american eagle store for the returns,the girl put some on a gift card an some on my charge card,she didn't add everything right,one of the pk of shirts I didn't get,they took that off,but there has to be a pair of jeans she didn't put on,it's all messed up,if I could send over my orders that I had I would to show everyone what a cheat they are Tip for consumers:*******849 order number, other order *******822 total order was 357,kept 2 jeans 29.96,took everything back an I owe 132, tell me how,if I'm wrong in math I will except it when you show me otherwise you people are bad news for business Products used:2 pairs of low rise skinny jeans that were 29.96 https://www.ae.com/us/en/p/1163_3404_900?utm_source=ae&utm_medium=email&utm_campaign=operational&utm_content=AE_Email_190419_2 Date of experience: August 27, 2023Horrible shipping! Shipping company lost my items twice, but "accidentally" closed out both items saying they had been delivered. (confirmed via a call to the shipping company). AE refuses to refund my second order saying they already provided a refund once. No one in Customer Service can help. Horrible service. I will never order from them again. Service Value Shipping Returns Date of experience: August 10, 2023My billing address zip code and my shipping address zip code are different. When I placed my order, I saw that I received two emails from American Eagle. One said "Thanks for your order". The other said "Your order is canceled". I immediately checked my Checking Account and saw that American Eagle took money out of my account. I called their customer service hotline and spoke to a representative whose name I cannot (fortunately for her) recall. I explained the situation and in broken English, she told me that I needed to go to my bank to get the credit. That's not an accurate statement. I told her that's not how things are done. When I got off the phone, I saw that the money had been credited back to me. In the end, it worked out. However, your customer service representative told me a false statement. Your reps need to have clear voices and should be able to speak clear English. This customer representative struggled with that. Service Value Date of experience: October 18, 2023Do not trust this company they do not ship to the correct address and do not care! I ordered items that totaled over $100 and it was shipped to the wrong address, I called to let them know and they do not care. Will not ship me my items ordered nor will they refund my money Date of experience: March 15, 2024Last week I ordered two pairs of jeans from AEO Eur. They quickly sent me the package. The package slip included the jeans. Inside the package were 2 men's trousers and a pair of gloves. I immediately contacted customer service. It's not easy with AEO. Customer service is only available via email. So, I have to wait. I received a ticket number. So, I wait. I sent a photo. It was a no-brainer. AEO's response is that if I return the package properly and the wrongly sent items are returned in good condition, I will get my money back. So, I wait. Oh, and after much insistence, I get free shipping on my next order. Free above 100 anyway. Very poor service. Not even worth 1 star, really. Service Returns Quality Date of experience: April 8, 2024I've been with American eagle for years and all of a sudden they just closed my account after I payed them off this is a horrible company and they won't open my account I'm so disappointed horrible brand Date of experience: February 11, 2024My merchandise all smelled of a very strong order of smoke. I'm allergic to cigarette smoke... This resulted in an asthma attack during which I seriously considered going to the ER if multiple breathing treatments didn't calm things down. I contacted AE customer service. Their response: "You can return your merchandise but sorry! We won't be returning your shipping costs!" What the actual hell? Never again! Tip for consumers:Skip the ordering...... Date of experience: January 23, 2022Bought identical shorts last summer through their web site, i wore them may be 5 times at most, the waist elastic band of the dark one is all loosed. The short falls down so i just can't wear it anymore. I wrote to the customer service and they refuse to replace it or refund me as it has been worn. Looks like normal to them that their clothes don't last. No more purchase at this store for me! Tip for consumers:Their goods are cheap quality Products used:Shorts Service Value Shipping Returns Quality Date of experience: June 16, 2021I did an online chat with representative and she was very helpful but the code she gave me wouldn't work so she told me to call in, I did and the representative on the line was very rude and told me she shouldn't have given me a code for the item I was wanting and they don't do that! I shop a lot with AE but now not anymore! Do better AE! Service Date of experience: June 21, 2023Absolutely terrible customer service. If you don't contact them within an HOUR, you are unable to cancel or edit an order. The online chat is worthless. Manager "unavailable" and no means of escalating. Worst response to a problem from any retail store I've ever experienced. I ordered a 34 size jean online then went to the mall and saw two other items and spent 130$. My husband tried on jeans and found out he's a 32 now. So even though I contacted them within 6 hours, as soon as I returned from the mall, they are unable to do anything to help. They've lost a customer and would have been easy to do service recovery to help turn things around. Reps online have no autonomy or empowerment to do anything but repeat "you had to edit within an hour" and stuck to the policy. Meanwhile I was busy spending money in person at AE and they refuse to do anything to help a loyal customer. So completely disappointed Date of experience: May 28, 2022After buying through their online portal they have cancelled the order and says that there is high volume of orders so we have cancelled your request. Products used:not used anything Service Value Shipping Returns Quality Date of experience: December 25, 2023I bought a pair of Khaki cargo joggers (short size 0) and a woven belt (women's small) off the website. I love these clothes. The pants are comfortable and not heavy, and the belt is good quality! I wish I had ordered the joggers in size 00 though, as they are very loose on me and don't sit on my waist where they are supposed to. The belt is also a bit too large, so I recommend if you are EXTRA petite and have a size 22 inch waist, get belts elsewhere. Overall I am happy with my purchase. Service Value Shipping Returns Quality Date of experience: August 29, 2019In my 33 years this is by far the worst customer service I've ever had to experience. They have wasted over 2 hours of my time now and I am being refused a supervisor so I'm just out of my rewards, out of my jeans, and out of luck. I have never been so frustrated I get a pair of freaking pants for crying out loud. I have spent over $400 here in the last 2 weeks but I will never do business with them again. Date of experience: November 30, 2022I love AE clothing. I am saddened to see that they have not taken any steps forward in 1. Reducing pollution and 2. Making sure clothing comes from workers who are paid fair wages/safe conditions. My most recent purchase was underwear and they were from 3 different locations in the world. India, China and Vietnam. Possibly Mexico too. The sewing sadly looked "off" and really made me think about who was making these clothes and how they were being treated. I will no longer buy from here. We all need to do better. Date of experience: September 22, 2020I placed an order on November 22. It's now December 16 and I still don't have it. I've called twice and talked to two people—both of whom were basically incoherent and hard to hear. Once they told me in a Friday that it would be delivered on Monday. When it was not, they blamed LSO, a local shipping co in Dallas, and told me to contact them. They don't answer the phone and their tracking number doesn't work. AE worst customer service EVER! Still don't know if my granddaughter is getting her Xmas present. Date of experience: December 16, 2021I consistently buy AE jeans because they fit better than any other brand, and the material feels good. I'm 6'1" 185 lbs, wear the Skinnies. I'm not okay with holes in them, and most of them have holes. That's a problem, I don't buy air, but that's what they sell. Sometimes hole-less can be found. The denim of one of my six pair came undone within the fabric so there are now many furrowed ridges on the thighs, see photo; that happened over a period of a few months so they were not returnable. Another problem is consistency. The skinnies now have much tighter calves than before. It's all a bit frustrating but they have the best fit. Date of experience: March 7, 2023I have been shopping with American Eagle for awhile now, since 2011. The site and in store associates are very helpful. I also love that when they give out coupons it cab be applied to both American Eagle and Aerie. All their clothing's are true to size and quality are great as well! Tip for consumers:If you sign up for the AE perks member- every time you shop your points add and you get money back to shop instore- which is a plus. They have both AE and AERIE. So that's a plus!!! Products used:Clothes Service Value Shipping Returns Quality Date of experience: April 1, 2022Went to AE in Oxford Valley Mall w/ my husband to purchase him a new pair of jeans. Came out of the store w/3 new pair of jeans bc of Amber 839. Amber the sales associate there on Sunday Jan 9.2022 was a great help. She ran back and front w/different sizes colors and style jeans. Also, she made a few suggestions which were great and very helpful. My husband is very happy and we ended up purchasing 3 new pair of men's jeans Thank you Amber you were amazing AE you have a great employee w/Amber. Products used:Mens jeans Service Value Shipping Returns Quality Date of experience: January 9, 2022Ordered a few times, excellent quality jeans and they should be per $60 a pair. Tops are men quality, rayon is NOT your friend cheap fabric these companies use and gouge you for top $$$$. But shipping was fast and free and over all was happy with the jeans. Date of experience: April 23, 2018The staff is extremely helpful and kind. They went above and beyond to help me find the right outfit for my date and even recommended I try the curvy jeans, which is life changing! Sometimes their size selection is low but it's because they sold out and if I wait a day or two they always have it back in stock. Love my American eagle clothes and the employees at my local store. They even ship for free to your house if they don't have your size! Tip for consumers:If you ask for help the employees are amazing at helping you find yourself perfect fit! Just don’t be afraid to ask for help, and try on!! Products used:Jeans tops shoes jewelry sweatpants hoodies Service Value Shipping Returns Quality Date of experience: October 3, 2021I only wear AE jeans. I ordered jeans that are a style I've never tried and they didn't fit as well as the Super Stretch so the jeans were returned. I used the AE return policy of paying $5.00 for SH and I took it to the post office they assigned. I followed directions exactly as told, however the post office employee said I owed additional $11.75. I told them AE charged me $5.00 for a pre-paid return label, however the USPS said I still owed $11.75 so I called AE. They were very kind, but only agreed to refund $7.00. It's something, but I still paid $9.75 for a $5.00 return. It's not a lot of money really, just why charge for a return label if it's not going to work? I'll just stick to returning their items at the Mall. Probably spend the same cost on fuel, but at least I can walk about the Mall and enjoy! Still love AE jeans! Products used:None. $5.00 return label didn’t work and USPS charges in addition to AE $5.00 return label fee. Best to handle returns in person at their store. Service Value Shipping Returns Quality Date of experience: October 7, 2021Pros: Products quality same like other brands within same price range i would call it fair Product design & Fitting is a matter of personal judgment for me it is perfect Cons: customer support is useless they keep spitting same replies in your face not even trying to find a solution even if the problem is from their side you can consider this brand is without customer support and this would be complement to them even Date of experience: October 13, 2018