"I ordered two items during a 40% off sale plus free shipping, with the total coming to about $26. Today, I happened to check the order receipt and for some reason I was charged $45, full price for the items. Obviously I was buying the items for the sale so I was extremely upset, I would otherwise have not bought the clothes if they were not on sale. I emailed the company, not really expecting the money to be credited back to me but I gave it a shot anyway. They emailed back within an hour and refunded me the difference! I normally do not like big corporations like this and only really buy anything when it's on sale but I am really pleased and satisfied with the outcome!"

"Horrible customer service! I ordered one pair of jeans during a 20% off sale and the order didn't go through so the next day I tried to redo the transaction and of course the sale was no longer going on and I was a little irritated I had to pay $15 more for same item whatever I bought it using my Paypal then I check my Paypal and they charged me twice for the higher amount!!! I've been calling ae.com along with PayPal and originally I was told I would be refunded in 24 hours then I called back and they said 48 hours still no $ I called back today and now I'm being told I have to wait 10 business days to be refunded neither company really cared or even apologized for the inconvienence so I have paid $100 for 1 pair of jeggings that should have originally cost $35 this is my first time buying at ae.com and surely will be my last!! B"

"I purchased 3 items at ae, a mint colored tank top, a red and orange striped sweater and a muave colored sweater with a chiffon back. i ordered all items in medium. the tank and pink sweater fit, the mauve one didnt. so rather than paying for shipping to return i decided to go to the store and return and maybe see if i can find a smaller size. i get to the store and i'm waiting in line for 5 minutes (which is fine) the customer next to me is returning 3 items, no tags, no receipt etc so the associate is attempting to look her items up on her ae cc or rewards card for a correct refund price. another associate comes up an offers to help me, i explain it doesnt fit and she states she "doesnt think they have it anymore but will double check after processing my return" so she is looking at the sweater, flipping it around and finally asks "where are the tags?" so i tell her that it didnt have tags and that it came in a clear plastic bag but the upc code was on the plastic bag....so she replies "im not trying to give you a hard time i'm just trying to figure out where the tags are so i can return the correct item" so now im upset, i have my receipt, i have the blue bag it shipped in and i have the clear plastic bag with the upc code on it so whats the problem?!?! so the associate preceeds to flip the shirt inside and out turning it and turning it and again asks "where are the tags" i finally say AGAIN it did not come with tags it came in a plastic bag with the upc code on the bag. she then says very loudly look, the tags are cut out, she shows me and says see this, they have been cut so where are the tags? i am now upset and embarassed as there is a line now (the customer next to me is still waiting for her return items to be looked up)i finally said-i ordered 3 items, one of which i am wearing (the pink sweater) the other item is a mint green lace back tank top so obviously the only other item on my receipt is the mauve colored chiffon back v neck sweater! (which was also the exact description on the receipt) i then said you recognized the item as an ae sweater because when i came in you stated you didnt think there were any left and you would help me look for one. I have the shipping bag which shows i received it yesterday, you have my receipt, you have the clear plastic bag it came in so what exactly is the problem?? without saying another word to me the whole visit, she returned my sweater threw my card on the counter for me to pick up and with out helping me look for another sweater or asking me to wait while she gets the line down she yelled "next" to help the next customer in line. to make matters worse i called their customer service to report it, she seemed annoyed i called and uninterested. i then asked to speak to the district manager and was told-they travel a lot i cant guarantee they can call you! so done with ae!! "

"Horrible. Ruined my Christmas. Ordered about $400 worth of products on December 18 and paid for two-day shipping. Apparently my order was pulled for what they call "manual verification." Turns out my phone number was not the same on my online AE profile as the number I provided when I filled out the credit app for the AE card--years ago. They'd sent an email on the 19th--along with a slew of other unsolicited emails indicating there was a problem but with all the many. Once I received the "your order has been received and is being processed email" I didn't have reason to sift through the standard daily barrage of advertisements they and 50 others send daily. Besides. I'd ordered from AE online many times over the years without any problem. Always went off without a hitch. But when my order didn't come as expected, I went back and looked through the emails looking for tracking information. That's when I found an email that indicated a problem with my account. No phone call. Just an email. So I call on the 20th to rectify. I offer to pay for overnight shipping. They tell me it's not necessary because the two-day shipping will get it there by Christmas. I talked to three or four different representatives over the course of the next two days each of which indicated I would have the packages by Christmas. Not the case. This order was a big part of my son's Christmas presents that won't be there on Christmas day. I sent an email communicating my distress. They tried to tell me that two-day shipping didn't include the "shipping date." What a bunch of garbage. They need to look at UPS's site. It most certainly does include the shipping date. As compensation they agreed to refund my two-day shipping--and only when I pressed for additional compensation, did they offer 20% off my NEXT order, which is insulting. American Eagle must be doing very well that it can afford to remove itself from the customer's perspective and treat crisis of this nature with such indifference. I don't have a significant portion of my son's Christmas gifts. It's tremendously stressful and upsetting. 20% off my next order doesn't begin to lift the burden I feel today. There won't be a "next order" from me and I'll what I can to spread the word. I gave American Eagle my good faith business. They ruined Christmas in return. "

"HORRIBLE customer service! They made an error on the shipping label making package undeliverable and they asked me, the customer that paid for shipping, call the post office to clear it up or run over and pick up the package from the post office. Nice service AE.com! You guys will never get another order from me again."

"An absolutely horrible company!! Somehow the system was populated with an address that we lived at previously, even though we have made several orders from our new address, and we accidentally confirmed the order before we caught the mistake. We immediately called customer service and informed them of the mistake and they said that the order is already in process and they cannot change the address, change the order, or cancel. That apparently is a company policy. They gave me the following options:

1. Go to the address and pick up the package from the residence, which I could be construed as trespassing.

2. Hope the owner returns to sender.

3. If the owner doesn't return it, I can contest the order as not received and then they will create a case for their research group and they will call me in 24-48 hours with what they might be able to do.

Seriously those are my options!!! I have never shopped with an online company that didn't have a way to change or cancel an order. That is so shady!! I will never shop at American Eagle ever again!!!"

"Ive ordered from american eagle they put a hold on my funds along with pay pal. They canceled my order then charged my card again//. why would they do this its simple, as they put holds on orders they accumulate vast amounts of interest then sure they might return your money but it doesnt matter if you get the product or not, on top of this ups their sidekick allways seem to place packages in the hands of the post office, which get shipped back to the seller then they reship them all the time your funds are on hold collecting interest. The website is designed as follows you try and enter a discount code then it doesnt apply the discount so u call and theyre happy to apply the discount which takes usually 2 weeks so for 2 weeks they have the full purchase price plus the interest collected on it. Ups all the time seems like bumbling fools ive never heard of ups handing products over to the post office this is all designed to hold up your funds and collect interest.. Then they have huge sales with 40% off knowing they dont have the means or the inventory to fullfill the orders but it doesnt matter they have all the funds and collect interest sure you might eventually get your product or your money but youll never see the vast interest profit they gain...They learned from the banks who do this on a much bigger scale....."

"I live in a province of Canada that doe not have an american eagle store, therefore I have purchased online or many times. I have not had any problems until my most recent order. The sweater that I had ordered was knit and had many threads pulled out creating small holes in the sweater, it being damaged when I got it. I thought they could send me another one or refund my purchase. Instead I was told I would have to pay to send my item to Ontario for a refund which is not only quite a distance from me but quite a shipping fee for a sweater I have already paid $45 dollars for, so if I send it back I will have spent $45 on a sweater that is made of terrible fabric and likely to rip in the way I recived it if I wear it anyway. Torn between just tossing it into the charity bin or giving into american eagle and paying more for a sweater I no longer want."

"I just finished my online order at American Eagle and I realized that I completely forgot to enter the special code for the discount they're running right now. I was in such a rush to get the order in before midnight (when the promotion ended) I just sped through the order. After realizing this (and panicking a bit) I called American Eagle- and their customer service was fantastic! I was only on hold for about 1 minute and the gentleman that answered the phone said there was no problem, asked for my order number, applied the discount code, and refunded the money. I don't understand why there are so many bad reviews about this company so I wanted to leave a positive one reflecting the great service that I encountered. I have ordered from their website MANY times and I always get my products in a timely manner and in good condition. If I happen to not like the product once I try it on, the return process is extremely easy to simply take it back to a store."

"This will be the last time I buy anything from a&e. I have had trouble with them since Nov. 2011. My orders were not completed. Those were Christmas gifts. I received some items after Christmas and never received other items. It was a battle. The messed up my orders. I did several orders for Christmas. I love their stuff and so does my daughter. I think only one order was not messed up.
My daughter's birthday is in March. I ordered some gifts for her. I ordered the wrong size in shorts and jeans. (Shorts and jeans are not cheap $39.99 and $29.99 plus tax.) They shipped it to an old address. I had not given them that address. I had changed our address on everything. When I realized what they did, I emailed them and called them. They said they couldn't do anything and I would have to wait until it was returned. UPS said they could call and have the package stopped. It was delivered to the wrong address. I never heard anything. I had to file a dispute with my credit card. American Eagle was not going to do anything. They were not going to send us our merchandise that was paid for or refund us my money. "

"HORRIBLE customer service! They made an error on the shipping label making package undeliverable and they asked me, the customer that paid for shipping, call the post office to clear it up or run over and pick up the package from the post office. Nice service AE.com! Thats just what I want to do! Wouldn't resend merchandise until the package with the bad label returns to their warehouse. I told them to forget it. They have lost another good customer over this one!"

"I have had issues with AE messing up my orders in the past, but tried them again because they carry certain sizes that I need that other stores do not. However, they once again messed up my order. The order went all the way to my local post office, but somehow did not get delivered because they obviously wrote my address incorrectly when they shipped it. I notified them, but they are not sending replacements or anything like that. They also did not apologize until I asked them to. I let them know that other stores (Pacsun) that had atrocious customer service sent me gift cards when I let them know. AE sent a reply saying thanks for letting them know. Basically, these guys are not a good company. I made it clear to them I will not shop there, and they sent this: Dear AE Shopper,

Thank you for contacting AE!
We apologize for the inconvenience caused by this situation.

If you have any additional questions or concerns please feel free to contact us again.
Thanks for being a part of the American Eagle brand!

Sincerely,
Your Friends @ ae.com

Uh, you are not my friends and I am not part of the AE brand. DO NOT shop there!!"

"I placed an order online on Nov. 26, 2011. As of today, Dec. 3, 2011 I have yet to receive my order but they have already taken the money from my checking account. I have made 3 phone calls and received little to no help from their customer service reps. They tell me I can't cancel my order because it is in the processing stage, so why have I already paid for something I have yet to receive. I will be contacting the Better Business Bureau and writing a formal complaint."

"I bought a hoodie and cap from AE as they were having a 50% discount on clearance items - worked out to about $36 after taxes, duty, and exchange which seemed like a fairly decent deal to me. The hoodie was fine but the front of the cap was noticably freyed in two spots - it looked like a couple of shrubs were growing on it. Because I'm in Canada I would have to ship the cap back to them; this would cost more than the cap itself, so I'm stuck with this monstrosity. I'll probably give it to a charity."

"Short Version: Their customer service is atrocious. They also refused to acknowledge that they messed up.

Long Version: I was a loyal customer for several years, but this time they screwed up big time. They claimed that the telephone number for my credit card didn't match the one that was on file at the credit card company. I checked with my credit card company and found out that the number I initially provided did match. I am working abroad, and they tried calling my number to verify, but obviously I couldn't receive the call. So, they sent me an email saying that I had to receive the call in order for them to process the order. That's not possible, because I'm not stateside at the moment. Also, I mentioned that my phone number was correct from the get-go. They didn't seem to care, though, because I sent them a reply, and I received the SAME canned email in response. Who do these people think they are? I am never purchasing a single item from that company again. If they don't know how to treat their customers, they don't deserve their hard-earned money."