American Eagle Outfitters Customer Service

User Reviews, Ratings and Comments

American Eagle Outfitters customer service is ranked #227 out of the 946 companies that have a rating with an overall score of 44.29 out of a possible 200 based upon 77 ratings. This score rates American Eagle Outfitters customer service and customer support as Disappointing.


68 Negative Comments out of 77 Total Comments is 88.31%.


9 Positive Comments out of 77 Total Comments is 11.69%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • American Eagle Outfitters

    Customer Service Scoreboard

    • 44.29 Overall Rating
      (out of 200 possible)
    • 68 negative comments (88.31%)
    • 9 positive comments (11.69%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.2 Issue Resolution
    • 3.8 Reachability
    • 3.0 Cancellation
    • 4.0 Friendliness
    • 3.3 Product Knowledge

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Posted by NOMOREAE

Spoke To Customer Service To See If Items Could Be Returned And Was Told That There Is No Time Limit On Returns.
Iitems Are In Untouched Condition, With All Tags Andin Bags.
I Spent $ Returning Them Just To Have Them Sent Back To Me A Month Later....
Stating Items Were Too Old (13 Months).
When I Called Cs Back And Asked Again On Return Policy Time Limit, I Was Told There Was No Limit.
When I State My Case That Why Were My Items Returned To Me Then, I Was Told That They Were Over A Year Old And No Rffund Would Be Allowed.

Posted by Mad mom

I bought my son a belt on black friday, i gave him reciept just to exchange the size but he had to pay the difference as they were not on sale now.Just a straight exchange, I do not think this is right.

Posted by Unhappy man3

Employees dont know their own return policy. I went to the store to return socks that I bought back in 2013. I still had the receipt and the tags were attached. They gave me a hard time, but returned them. I did speak with an AE representative who said there is no time limit on returns. I also had a shirt that still had the original tags attached. The manager said they couldnt return it because it was "too old." AE is very disorganized and every employee gives a different return policy. I have shopped at AE for many years and can see they only care about taking your money.

Posted by SeatonJ

My daughter is 13 and went to the mall with her friend to make exchanges today ( the day after Christmas). She was told she could NOT return her coat for a store credit bc she didn't have photo ID. She explained she doesn't have a photo ID and so I text her mine and asked to speak to the cashier who said she couldn't do it either. I spoke wirh Meryella the manager at Mall of Ga location and she was super rude and apparently was rolling her eyes during our conversation. NO WHERE in the store does it say photo ID REQUIRED for ALL returns ( bc according to Maryella that is their policy). I will not go and return EVERY item I purchased ( WITH MY ID AND RECEIPT) and NEVER purchase another thing from them again! !! Unbelievable how rude these employees were.

Posted by Unhappy mom

I purchased 4 pairs of jeans for my son at the AE store in Tuscola IL. He tried one pair on to find his size then just grab 3 more pairs of that size. We got home, come to find out 3 of the pairs were not the same style as the first. I had already taken the tags off. So I gathered the jeans, tags,stickers, and receipt to take them back and exchange them for the right style. The girl at the counter said they could not exchange them since the tags were cut off. But I had the tags and everything, I didn't understand. So I called the champaign store told them the situation they said they would have no problems exchanging them. So I went back in the Tuscola store told them, they called someone and then said they would exchange them. Who thought of this ridiculous policy of the tags must be attached to the jeans?!?? As long as I have all the receipts and tags there should be no problem!!! I WILL be shopping at the Champaign location from now on!

Posted by Bunny

THEY HAVE A LIFETIME RETURN POLICY. you should be able to return anything from AE as long as the item was not damaged even without tags and if you have receipt. If you don't have the receipt you should STILL be able to get a gift card. I SPOKE TO AN AE REPRESENTATIVE AND THEY SAID THEY HAVE A LIFETIME RETURN POLICY.

Posted by Aklambert67

I purchased almost $1000 worth of clothing through American Eagle in a 2 weeks period. One shirt was defective color wise after wearing one day after I received the order. I returned it but never got a refund, no explanation, no shirt, no money, no communication from I called corporate and got the worthless customer service supervisor who told me the shirt tag item number doesn't match my order receipt and that it was manufactured in 2015. Like I was trying to return a shirt I wore for 2 years. I tried explaining that all they have to do is look at the picture of the shirt on my order that I placed only 1 week prior and this particular shirt didn't even exist in 2015. It was a new item but he just kept repeating the same thing. So they keep my money and the product because their manufacturing plant made an error when sewing in the tags. Nothing like accusing a customer that spends A LOT of money in their stores of fraud. They'd rather lose thousands in sales in a year rather than refund $30.00. And nothing like accusing a customer of fraud!!! Then the supervisor refused to transfer me to someone else higher up. He's the top...really a CS supervisor is the top of the company??? I called 4 additional times in 4 days and was assured that someone would call me back who was above him because his answer was not satisfactory to me. Never heard product, no refund. Since when is it the customer's responsibly to eat the cost of a manufacturering error?? LOST A LOT OF MONEY PISSING OFF THIS MAMA!!!!

Posted by Unhappy customer

My wife had bought two shirts from American Eagle here in Okinawa, Japan (AEON Mall) for me, for Christmas and we went to return/exchange on 26 Dec. I had both shirts with receipt, however tags were cut off and when I went up to counter to return shirts for other shirts in the store I was told that store policy requires not just a receipt but tags must be attached with shirt, and if they aren't there is no return/exchange/store credit. The two ladies at the front counter not only did not provide professional customer service they seemed to not be concerned and showed no customer service at all. This is definitely a great way to lose customers. I have been an American Eagle customer for well over 5 yrs but because of my the experiences I had today I will no longer be an American Eagle supporter

Posted by 91011

My husband returned pants he had bought 2 days ago in store with a reciept. Cashier gave him a hard time because the tags had gotten ripped off while putting the pants on, so he didn't have the tags. But did have the receipt. They were not even going to give him store credit but said that they would. I find this ridiculous! I can't tell you how many times I have broughten products back to stores with no tags but had a receipt, and they gave me my money back! Not a store credit let alone say that he was lucky to get that! I will NOT be shopping at american eagle for anyone in the future!

Posted by Pavan

Hello, I liked the Men's relaxed straight jeans Dark Vintage Wa in size 36*34,

But it is too big. I would like to exchange it for a 34*34 size.

What is the best way to exchange this jean ?

Posted by Anonymous

There is NO return address on my packing slip received with my order. There is also NO phone number for help.

Posted by Outlet marketplace

Service was terrible. Nobody at the dressing room, no nobody at the register. Everyone standing around taking no helping at all. I had to come out of the dressing room to find another size. I pressed the help button but no one ever came. Terrible terrible service

Posted by tracey100666

dreadful customer service.
after sending a faulty item back i received a refund but still chasing for my postage refund of £10.15
have received email to say been refunded back 2 weeks ago still not received.
Have called at my expense twice on 0845 no and still no refund!!


Posted by Upset in San Diego

I have placed the same order 4 times and it keeps getting cancelled. Ive spoken with our bank and its not a payment issue. Ive also spoken with AE each time. They said its the way Im inputting the billing information...but that isnt true either because Ive matched it perfectly to my bank's frustrating. My daughter is so sad she cant get her items that are now on sale. This is rediculous!!!!!!!!

Posted by hdamron

I tried to place an online order. The order wouldn't go through saying that they didn't offer delivery in my country, the United States. They charged my bank account though. I called two different times, the first time I was told i had to wait 3-5 days for the authorization hold to fall off of my account. The second time, I was transferred to someone who was supposed to help. Her response was to call my bank via three way call and tell them to remove the authorization hold. When a banker got on the line, she was gone, making me look like a liar. Now, my bank won't help me until 10 days have gone by because it looked like I was trying to scam AE. So, instead of having a 5 day hold, I now have a 15 day hold on an order that didn't go through. I am a single mom and this was part of my kids school clothes money. AE should be horrified at their customer service; I am.

Posted by Pam couch

I shop American Eagle all the time! This morning I planned on returning two pairs of shorts that did not fit my daughter. Sadly, when she brought me the shorts she did not give me the packing slip. What I did have was the original clear bag it came in with the barcodes completely visible. I brought the shorts bags and all to the State College Pennsylvania store for return. Now, I know the return wouldn't have been easy to do but I KNOW that it could have been done. The gentleman behind the register informed me that there wasn't anything he could do. Oh, I did not have me phone on me to show the receipt either. Anyway, like I said I shop here all the time and now I'm returning to the store to do what should have been done before. Thought you would like to know the customer service you are not providing.

Posted by Anonymous

Hello, we loved the Tomgirl Super LT medium Tinted 0381-2114 was very cute just way too big. We would like to exchange it for a medium jacket.

What is the best way to exchange the jacket for a smaller size?

Diane Kotlarczyk

Posted by Ada

I've purchased miltiple items in AE store, and after trying them again at home, I decided to return one item. Since I paid with credit card, they asked me for card and id. That is fine.But, they started entering all my personal info from id in their system and requested my phome number and an email address? Why? I have receipts, credit card amd id. I dont want my personal info in saome retail system. They did not ask for those details when I was paying.Just swipe the card.One thing is online shoping. Billing info. But in store,for return?

Posted by Bad service

The experience that I get for the stores is very poor when I visit that store in newport not vary said to u hello all the employee talking and also in cell, but is a black girl work in thse stores she is terrible she not helping when u ask, I left because I said Omg she need to be out

Posted by Anonymous

I ordered 6 items March 3. Received shipping email on March 4th with a tracking number that just gives an error. Sent an email March 18th- no response. Second email March 21st - no response. I just want a refund at this point but no one even bothers to respond to me. No wonder so many of these stores are closing- worst customer service I have ever experienced.

Posted by Christal

Poor quality clothing. Teeth on zippers of jeans falling apart. An $80 jacket ripping at seams within a month!

Posted by Anonymous

I just wanted customer service to know that on Thursday January 28,2016 I went into your store in King of Prussia not expecting to purchase anything I was t browsing. However the sales associates that were there this morning Rocked Malcom and I believe her name was Adrian were awesome not only did I walk out with two pair of jeans and two shirts I walked out feeling good they were outstanding wonderful customer service. They not only assisted me with picking out my jeans but catered to my height and weight.I have always purchased jeans from this store because there the only ones that truly fit,believe me I've tried gap, Levi's,and they never truly fit to size. Thank you

Posted by Anonymous

My daughter and i were shopping in your Mid Rivers store in St. Peters, Mo on 1/25/16. We have never felt so disrepected as we did on Monday. My grandson was tired and cranky and of course was crying. A comment by a staff member was totally uncalled for and the glares from the other staff members were uncalled for as well. My kid's and myself have done quite a bit shopping in your stores and have never been so belittled in our lives. I'm not sure if we will continue shopping at your stores due to this bad experience. On top of it no one offered to help us and we had to ask for a fitting room as highly staffed as that store was. I'm totally disappointed.

Anna Hammond

Posted by [email protected]

I bought 5 bras this past year of 2015. Never received my coupon for the free bra. Called the rewards dept. only to find out that only 4 qualify . Never had been told what counted towards the free bra and what did not. Just that if you buy 5 get 1 free. I received a coupon in the mail today that also said Don't forget buy 5 bras and get one free. The clerks in the store should let the customer know what counts and what does not. This is false advertising. Also they have no way of looking up what you have bought to qualify. I think you should educate your salesclerks on this issue and it would be helpful if punch cards were issued along with the receipt so when the 5 is met the customer can receive the bra when in the store. I was told that the credit for buying the bras starts all over in Jan. So I have lost my free bra. I have spent a lot of money in this store for my 2 granddaughters but think I will go elsewhere.

Posted by EK836

I brought coupe things on boxing day at coquitlam store, two items size not good, I took it to return, they not friendly for that service, made me very uncomfortable. I never come again.

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Posted by Ashleyy7777

The worker, Eric, was very helpful and tried his hardest to help us. It was very nice, he went above and beyond.

Posted by Nicole

I love American Eagle!!! such great store and wonderful customer service. I went in returning something (not wanting store credit) but i paid with paypal. I was a little upset at first when they told me that they coulnt credit my money back to my paypal account but they explain so well to me why. I will explain to all of you too since I know this is a big problem for a lot of people. Paypal is a third party paying action, we all know that stores can only credit you back on the original form of payment (if you used visa to buy pants, you have to have your visa when returning them) we all know this. Well through paypal, they have no way of knowing what card we used to pay. They are doing their jobs greatly and i respect that! Wonderful store and customer service!!!

Posted by lou

I really like the clothes you have to office, but your mailing of those products needs a lot of work. I always have problems getting my stuff. A few times my stuff was delivered later than what I was told and I mean real late. Now I was given a tracking number that shows no tracking for the past 4 days. All other companies I deal with I have no problem with the mailing of their products. I get them in a timely manner. You really need o work on this. This is one of the reason I don't order often..

Posted by Anonymous

I had ordered a fleece Pull a couple weeks ago and never received it. So, I went into the Braintree store to check on it and Randy Betts checked the order for me by phone. They said they out of stock and never notified me by e-mail of phone to let me know. Randy couldn't of been any nicer and his wonderful customer service.

Posted by a.pace

i had a wonderful experience with this company. multiple times . they have great customer service, and helped me find exactly what i needed. they ordered in the right size shoe for me and said they would call me. and they accually did it!! i was very surprised, because most stores dont end up gettin back with there customers (:

Posted by Catherine

My order was lost by USPS and I called American Eagle's customer service. The first thing I noticed was that it was available 24/7 and I was able to reach a real person in less than a minute. She was very nice and was able to help me with the issue without a problem. And the store problems will vary by area but I have not had a single issue with the one nearest to me.

Posted by Anonymous

I just had an amazing experience with American Eagle Outfitters' customer service. I called them with a few concerns; got a customer service representative in less than a minute, and he was extremely helpful. He had solutions to all of my problems, and I was off the phone in just over 5 minutes.

Posted by HI

American Eagle is a wonderful company! Their products have great style and quality, and their customer service is very friendly. All the times I have ordered online, I've received in good time, and perfect shape. AE is one of my favorites!

Posted by anon

I found the American Eagle staff to be both very knowledgeable and enthusiastic about their job. They provide you with great customer service- even when they are understaffed- even though they are apparently not on commission. They do not ignore people like when you walk into Hollister or Abercrombie, and appear to be genuine when they offer you help. I have also ordered product online several times, and it has been both prompt and error free. I think American Eagle would be both a great place to work and to shop.

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Posted by Anonymous

I work at the American Eagle Outfitters in Sevierville Tennessee. I have been there for over a year and a half and i love the company. As for the negative feedback on this site, i am sorry that you had a bad experience. I can tell you that we try very hard to please our customers in our store and i hate to hear that my company was unsatisfactory. It can be a difficult job though. We honestly try to solve our customer problems but sometimes the customer is hard to work with. Rudeness is very common and nobody likes to deal with people when they treat us poorly. I have encountered awful people in this job and it is a large downside to retail. But we do want our customers to have a good experience and we strive to be better.


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