CONNECTICUT -- Last night my daughter and I went to American Eagle to return a shirt she had bought - it was too big. I am really good about keeping receipts but for the life of me I could not find this one, had all the others from the day of shopping. I went to the store expecting to be told sorry or at the best a gift card (which would have been fine with me). Instead I was told no problem. The very cheerful cashier asked if we had an AE reward card, which we did. She was able to pull up the transaction that the shirt was on.
I knew the shirt was purchased as a buy one get one 50% off. I expected to get the shirt at 50% off. NOPE, I got it at full price. I was handed the cash and asked if there was anything else she could help us with and then told us to have a great night. Excellent service!
I have encountered lousy customer service in my life, but I have to say that the American Eagle website is about as bad as you can get. I purchased a product on their website. Delivery time was incredibly slow and when it got here, it was defective. Their "hassle free" (their words - not mine) returns policy is that you can stand in line at UPS or Fedex or the PO and pay to return the product. When I called "customer service" to complain, she told me that there was a known issue with this particular product. Well, gee, why not actually quality control that particular item at the warehouse then - maybe before shipping it out.
I shop all the time on the web and there is usually a process by which you may easily ship back a defective product or make a return and have the cost debited from your refund. Not so on this website! I firmly believe that you get what you pay for. This clothing is expensive enough that one would expect a good deal, better service. If you like the clothes, go to the store. The website is a nightmare.
OHIO -- I placed an order with American Eagle Outfitters on their website on 12/8/07 and a second order on the 12 of December. The order was "held" to check for customer fraud since separate credit cards were used - I spoke with customer service at least 6 times from the day after the original order.
Both credit cards were valid without any credit issues. Today is the 18th of December and I still have not received my orders and only receive assurances that they are "working" on it. I have ordered from numerous on-line sites (i.e. Hollister, Abercrombie, Kohl's, Best Buy etc) for the holidays and have not had any problems with any other store. Their online service is terrible as is their customer service.