"American Eagle's online website is surprisingly easy to use. For having pictures only of their merchandise that you're unable to try on or view, I only had to return one of the 5 things I ordered! It's a great site to use if you've purchased an item of clothing you like and want another color or size. I was able to bring the item I didn't like into the store for a refund, no questions asked. They have great deals online as well including no shipping."

"UPDATE 1/7: I've since placed several orders with American Eagle. All orders arrived in a timely manner and the products were of the good quality I expected (I do love their clothing). It would seem that AE's billing department is the incompetent one; all other departments are good.

On 10/15, I placed an order for an American Eagle gift card (a birthday present for a loved one) using my American Eagle credit card. After two weeks passed with no updates to my order status, the birthday deadline having passed, I called to cancel. The rep blandly told me they'd experienced billing issues with my card (gee, thanks for contacting me about that) and proceeded to cancel the order with no comment, no apology, no attempt to make amends."

"The following is and email that was sent to AE,will post the update as soon as they respond.

EMAIL:
My order was placed on February 18, 2010, AE notified me about a problem with the Billing and Shipping address via email then told me to call and verify. This was verified on two occasions over the phone (via Cell Phone, then from Billing Phone), however over sometime AE then informed us that they needed to have a conference call between AE, the bank and the the billing phone number, AE then called on one occasion during the day time and left a voice message, two weeks has past and no attempt has been made to contact us. It's almost a month and the order has been stuck at this stage for some time now, is this the way AE usually process orders?
This is absolutely the worst customer service I have ever received from an online store. I will be placing numerous comments on sites like resellerratings.com of my experience with your store so that others won't have to experience the terrible service AE provides, I'm sure that it will go nicely with what others have posted previously, guess the people that wrote about the terrible customer service were right. Look forward to your reply. Thank you.


Regards"

"I order from American eagle quite often for my jeans. I am happy to say that I have never had a problem. However their shipping is VERY SLOW! So if you can wait the 10 days like they say that's great. If you can't, get ready to shell out some more money for expedited shipping"

"i love ordering from. I get everything on time and i won.t wear anyone else's jeans"

"AE.com offers some of the same items that they do online. Pretty good prices that's even sweeter when there's a 20% off and free shipping coupon code. I ordered numerous times with them and I'm satisfied with each order. Shipping is expensive without a free shipping code, and they ship via UPS Ground. Very large selection compared to competitors like Aéropostale. I would order from them again."

"Ordered a few pairs of underwear from their website in May 2009. I have ordered from ae.com previously and had good experiences and this was no different. The items shipped quickly, and arrived in excellent condition. What more could you ask for?"

"I ordered a few sweaters when there was a 25% off promotion code available along with the buy one get one 50% off sale on all tops. AE processed my order in 3 days, and shipped the package via UPS ground. I received it 5 days later and was shocked to see that there were many tears, holes, and a few large rips in the packaging. Also, one of the sweaters was missing.

I spoke to a Customer Service rep, and he was polite. He asked me if I wanted a replacement sweater, but I requested a refund instead. He informed me that my account would be credited within 1-2 billing days. Two week later, I still had not received the refund, so I called Customer Service again. The second rep I spoke to was also polite and told me that there must have been some kind of misunderstanding, because it would take 1-2 billing cycles for my account to be credited.

I ended up returning the sweaters I did receive to an AE store. The quality was a bit disappointing, compared to clothing I had purchased from them in the past. Also, the arms of the sweaters were too small compared to other AE sweaters of the same size.

My most recent and previous orders with AE were packaged somewhat poorly. I do hope they pack shipments better in the future."

"Pretty bad experience and not sure whether to blame AE.com or the US Post Office. After waiting 2 weeks, this was the sequence that my order traveled: KS -> MO -> CA -> WA. This would seem okay and normal if I lived in WA, but I live in CA. So I never received my order. Gotta get that refund on my order. When I called into customer service all they could tell me is that they see what I am seeing and told me to call the Post Office. "

"While their website is very nicely designed, easy to find the merchandise in the right sizes, their customer service is horrid.
I had placed 2 orders over the weekend, and one of the orders came up with a billing issue. They were quick to send an automated e-mail requesting additional information.
I both replied to the e-mail and attempted to call. When calling, you only receive a recorded greeting and the option to leave a message. I have left a number of messages, and sent several e-mails, but they can't be bothered to respond.
Never again will I purchase anything from their online site. I guess I will need to wait a few days to see if I ever receive my order, or if they ever respond back to me.
I've purchased thousands of dollars worth of merchandise from dozens of online retailers, and American Eagle is by far the worst company I have dealt with to date."

"Ordered from the site with no problems. The shipping was very fast and everything came as ordered. I had no problems with the process and would do business with again."

"Quick delivery, and simple transactions. However, there was one time when I ordered something and I put down the wrong address (forgot apt. #). I called to add on the # but they said I would have to have it rebounded back to AE before they could change it! It look about 2 months! And by then, they said they were out of stock of the items I wanted. They eventually refunded my money back of course.

Overall, satisfactory transactions but note, don't put down the wrong address!! Or else it'll take you forever to get your items! (Or you may not even receive it!)"

"You have been officially warned NOT to order from ae.com. They charged my debit card four times for one order! I have emailed them and called customer service twice without any solution or even an apology! I mean, you overcharge my account almost $300 and you don't even apologize for it?? I still do not have my money back. The emails were obviously not read, b/c I just received some generic, computer generated response back. The representatives were both girls who are both still young enough to think they know everything. I was just offered some lame reasons about how it happened and no solution other than to wait to see if the charges come off. Either way, I truly would suggest just going to the store to purchase your AE items b/c your card will probably be charged more times than it should and if you have to deal with their customer service, you are in for a headache! Trust me! "

"Always pretty satisfied with American Eagle. This is my 4th or 5th time ordering from their website and they always generally deliver great service. Upgraded shipping usually isn't that much expensive [roughly only $5 to bump-up from standard to FedEx 2-day].
Only beef I have with them is regarding their clothing - but this is about rating their store, service, etc. - For that, they do great!
Order with confidence."