Complaint Review: American Eagle Outfitters

I place an online order on April 14th, 2009. I called to check on the order on April 26th, 2009. I was told they had not sent the order because they did not have the correct address, even though I have ordered from them before. Also, they have my phone number and email address where they could have contacted me about this.

After talking to a CSR for about 10 minutes they finally let me talk to a supervisor. At this point I asked to cancel the order and a refund be issued to my credit card since some of the items were out of stock by this time.

The supervisor told me she would not refund the amount because they had not charged my credit card, even though I had my statement pulled up online and it plainly showed where the charge was processed on April 15th and I told her that. Finally she said she would refund the money and it would be processed in 2 to 3 days and that she would also call me back in 2 to 3 days. I still have not been issued a refund after 2 weeks and I never heard from the supervisor.

Today I called back and asked to speak to the supervisor I spoke with previously and was told they could not transfer the call to her. I spoke with another supervisor who told me that they were not showing my credit card being charged and they want me to fax the statement to them. I have talked with my credit card company and they confirmed that the charge from AE was processed on the April 15th. I told the supervisor I talked with today that but he would not listen. I do not have access to a fax machine and I feel like they should be making some effort to fix their mistake. I had the same thing happen with this company about 2 years ago and had to get my credit card company involved then. I should have learned my lesson then with AE, but thought maybe it was just a one time mistake.

Bottomline, be very careful ordering online from this company. You will get nowhere with their customer service.

Gl
Rome, Georgia
U.S.A.