• American Eagle Outfitters

American Eagle Outfitters

Is this your business?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business
Is this your business?

Overview

American Eagle Outfitters has a rating of 1.88 stars from 162 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about American Eagle Outfitters most frequently mention customer service, credit card, and confirmation email problems. American Eagle Outfitters ranks 396th among General Apparel sites.

  • Service
    49
  • Value
    47
  • Shipping
    41
  • Returns
    37
  • Quality
    42
Positive reviews (last 12 months): 20%
Positive
4
Neutral
0
Negative
16
30
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Unacceptable behavior, and the AEO customer service doesn't seem to care, quite sad.
  • Deer Park, IL American Eagle, you have lost my buisiness until something gets done
How would you rate American Eagle Outfitters?
Top Positive Review

“Above and beyond for American Eagle store at Miami International Mall”

The M.
11/21/23

The Manager at the American Eagle store at Miami International Mall he is Amazing great customer services,he's always with the best disposition to help the customer,his name is Felix,and his team is very friendly and helpful,I give ten thousand stars to them,and I highly recommend American Eagle at Miami International Mall!

Top Critical Review

“Online Store is a Scam”

Lindsay R.
2/24/24

I've been shopping at AE for over eight years and I've always loved their products and customer service. But I want to warn everyone: do not shop the online store! It's been their policy for years to offer free shipping on orders over $50 - I have the receipts - but that seems to have changed with no warning. Last week I was charged $25 for shipping on a $110 order and I'm never getting that money back. Shop in store or move on, the online store is a scam.

Reviews (162)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (42) american eagle (42)
Thumbnail of user lindsayr259
1 review
0 helpful votes
February 24th, 2024

I've been shopping at AE for over eight years and I've always loved their products and customer service. But I want to warn everyone: do not shop the online store! It's been their policy for years to offer free shipping on orders over $50 - I have the receipts - but that seems to have changed with no warning. Last week I was charged $25 for shipping on a $110 order and I'm never getting that money back. Shop in store or move on, the online store is a scam.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kellyn708
1 review
0 helpful votes
March 15th, 2024

Do not trust this company they do not ship to the correct address and do not care! I ordered items that totaled over $100 and it was shipped to the wrong address, I called to let them know and they do not care. Will not ship me my items ordered nor will they refund my money

Thumbnail of user ec408
3 reviews
6 helpful votes
January 11th, 2024

For the second year in a row, I have been taken by the American Eagle / Aerie gift card promo. Last year they ran a promotion wherein you order $100 in gift cards and receive $25 in a promotional gift card that can only be redeemed in January--I waited and nothing arrived and I was then told by customer service that it had to be a single transaction and I would not receive the promo cards. This year I bought 2 x $100 cards in a single transaction (I also noted in the fine print it said that you could use multiple transactions...) and the screen had a big ad for the promo and said it ended on Dec 27th. I waited and then reached out and was told that when I bought the gift cards this year they were not running the promotion at all, it ended on the 26th and the 27th meant 27th at midnight--no explanation as to why they still had the promo on the website and why it was on screen while I was purchasing. They've been very glib/rude and I'm done shopping with American Eagle and Aerie at this point.

Thumbnail of user mohamedb195
1 review
0 helpful votes
December 25th, 2023

After buying through their online portal they have cancelled the order and says that there is high volume of orders so we have cancelled your request.

Products used:
not used anything

Service
Value
Shipping
Returns
Quality
Thumbnail of user malinda2anderson
1 review
0 helpful votes
February 11th, 2024

I've been with American eagle for years and all of a sudden they just closed my account after I payed them off this is a horrible company and they won't open my account I'm so disappointed horrible brand

Thumbnail of user alynah
1 review
1 helpful vote
March 15th, 2022
Verified purchase

If you're not based in the US and planning on ordering from AEO, do yourself a favor and order somewhere else… Had two orders with a total of $300, they were "shipped" about a month ago, and the packages still haven't left the customs. Tracking shows that the parcels arrived at a facility in Frankfurt, but tracking goes dead after that. Called the postal office there, they say customs documents for five items are missing, and they will probably return the parcels to the seller. Unacceptable behavior, and the AEO customer service doesn't seem to care, quite sad. The customers don't have any influence on the customs process, as AEO states they pay for duty and tax (at least in Germany), which is great, but I guess their customs department is absolute bulls***…

Service
Shipping
Thumbnail of user maix2
3 reviews
1 helpful vote
April 1st, 2022
Verified purchase

I have been shopping with American Eagle for awhile now, since 2011. The site and in store associates are very helpful. I also love that when they give out coupons it cab be applied to both American Eagle and Aerie. All their clothing's are true to size and quality are great as well!

Tip for consumers:
If you sign up for the AE perks member- every time you shop your points add and you get money back to shop instore- which is a plus. They have both AE and AERIE. So that's a plus!!!

Products used:
Clothes

Service
Value
Shipping
Returns
Quality
Thumbnail of user liesah2
2 reviews
3 helpful votes
January 23rd, 2022

My merchandise all smelled of a very strong order of smoke. I'm allergic to cigarette smoke... This resulted in an asthma attack during which I seriously considered going to the ER if multiple breathing treatments didn't calm things down. I contacted AE customer service. Their response: "You can return your merchandise but sorry! We won't be returning your shipping costs!" What the actual hell? Never again!

Tip for consumers:
Skip the ordering......

Thumbnail of user lopez.yanet2404
1 review
0 helpful votes
November 21st, 2023

The Manager at the American Eagle store at Miami International Mall he is Amazing great customer services,he's always with the best disposition to help the customer,his name is Felix,and his team is very friendly and helpful,I give ten thousand stars to them,and I highly recommend American Eagle at Miami International Mall!

Thumbnail of user bobm1416
1 review
1 helpful vote
January 5th, 2023

Was trying to make a decent sized purchased but the website crashed on my iPhone and everything in my cart disappeared and I had 20+ items in there. American Eagle has lost my business because of it's $#*!ty website, incredibly frustrating experience. You would think they would invest more in there technology but I guess they don't care about their customers online experience.

Service
Value
Shipping
Returns
Quality
Thumbnail of user victoriaa624
1 review
1 helpful vote
November 30th, 2022
Verified purchase

In my 33 years this is by far the worst customer service I've ever had to experience. They have wasted over 2 hours of my time now and I am being refused a supervisor so I'm just out of my rewards, out of my jeans, and out of luck. I have never been so frustrated I get a pair of freaking pants for crying out loud. I have spent over $400 here in the last 2 weeks but I will never do business with them again.

Thumbnail of user atifjanjua40
1 review
0 helpful votes
October 18th, 2023

I have buy 3 jeans from Dubai my 2 jeans busted.
Very disappointed really it's jeans stuff both jeans are same problem. Really I am not expecting this from American Eagle

Thumbnail of user stephanief186
2 reviews
8 helpful votes
August 31st, 2019

I bought a pair of Khaki cargo joggers (short size 0) and a woven belt (women's small) off the website. I love these clothes. The pants are comfortable and not heavy, and the belt is good quality! I wish I had ordered the joggers in size 00 though, as they are very loose on me and don't sit on my waist where they are supposed to. The belt is also a bit too large, so I recommend if you are EXTRA petite and have a size 22 inch waist, get belts elsewhere. Overall I am happy with my purchase.

Service
Value
Shipping
Returns
Quality
Thumbnail of user aliciap475
1 review
1 helpful vote
August 27th, 2023

I ordered clothes,an recieved clothes I didn't order,so I took everything back except 2 jeans that were 29.96,x 2 = 59.92,an they want to charge me 132.00,sorry I went to the promanade american eagle store for the returns,the girl put some on a gift card an some on my charge card,she didn't add everything right,one of the pk of shirts I didn't get,they took that off,but there has to be a pair of jeans she didn't put on,it's all messed up,if I could send over my orders that I had I would to show everyone what a cheat they are

Tip for consumers:
*******849 order number, other order *******822 total order was 357,kept 2 jeans 29.96,took everything back an I owe 132, tell me how,if I'm wrong in math I will except it when you show me otherwise you people are bad news for business

Products used:
2 pairs of low rise skinny jeans that were 29.96 https://www.ae.com/us/en/p/1163_3404_900?utm_source=ae&utm_medium=email&utm_campaign=operational&utm_content=AE_Email_190419_2

Thumbnail of user jeanieh44
1 review
0 helpful votes
January 9th, 2022
Verified purchase

Went to AE in Oxford Valley Mall w/ my husband to purchase him a new pair of jeans.
Came out of the store w/3 new pair of jeans bc of Amber 839.

Amber the sales associate there on Sunday Jan 9.2022 was a great help. She ran back and front w/different sizes colors and style jeans. Also, she made a few suggestions which were great and very helpful.
My husband is very happy and we ended up purchasing 3 new pair of men's jeans

Thank you Amber you were amazing

AE you have a great employee w/Amber.

Products used:
Mens jeans

Service
Value
Shipping
Returns
Quality
Thumbnail of user kaylam701
1 review
1 helpful vote
August 7th, 2023

I've worn american eagle for years as a petite female that doesn't fit clothes in more stores. Over the past few years they've changed their sizes to accommodate plus size people which I really love but wish they could accommodate one without forgetting about the other end. In that change their 000 has become the old 2. I have old american eagle shorts that are 0 that are almost too small but when I try on 000 it falls off my waist (picture attached). Besides all sizing issues their service is horrible. I had to search the store for an employee to open a dressing room by asking other customers where they were. Once I got in a dressing room I couldn't get my first pair of shorts on to try before the same employee pounded on my dressing room door asking if I needed help startling me. After coming out i asked if 000 was the smallest size they carry to clarify and they gave me a dirty look before saying no. Almost walked out crying I was so upset. Didn't buy anything and don't plan on buying anything again.

Tip for consumers:
this site is frustrating and inconvenient to use.

Products used:
None I left empty handed.

Service
Value
Quality
Thumbnail of user heidif218
2 reviews
2 helpful votes
August 10th, 2023

Horrible shipping! Shipping company lost my items twice, but "accidentally" closed out both items saying they had been delivered. (confirmed via a call to the shipping company). AE refuses to refund my second order saying they already provided a refund once. No one in Customer Service can help. Horrible service. I will never order from them again.

Service
Value
Shipping
Returns
Thumbnail of user samb1315
1 review
0 helpful votes
March 9th, 2023

I consistently buy AE jeans because they fit better than any other brand, and the material feels good. I'm 6'1" 185 lbs, wear the Skinnies. I'm not okay with holes in them, and most of them have holes. That's a problem, I don't buy air, but that's what they sell. Sometimes hole-less can be found. The denim of one of my six pair came undone within the fabric so there are now many furrowed ridges on the thighs, see photo; that happened over a period of a few months so they were not returnable. Another problem is consistency. The skinnies now have much tighter calves than before. It's all a bit frustrating but they have the best fit.

Thumbnail of user deniszavala68
2 reviews
7 helpful votes
March 29th, 2023
Verified purchase

AE won't issue refunds for orders that are delivered to the wrong address, basically they won't help you at all they will blame the delivery company and you and if you call the delivery company they won't do anything. American eagle and the delivery company ripped me off with $64.93 well earned by my hard working husband shame on you AE.

Tip for consumers:
Do not order from AE

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user alyssag230
1 review
2 helpful votes
November 23rd, 2022
Verified purchase

I have worn AE jeans, and I turned my husband on the them. We have worn them for years and they last for years. A few years ago they stopped carrying a 16+ in store in jeans. This means we no longer get to use our military discount. So I finally broke down to order online- they canceled my order after 3 weeks passed because my jeans are no longer in stock. They're taking up to 10 business days to refund the almost $200 we spent, and I'm angry. I've been buying the jeans from Target now. They're cheaper and pretty similar.

Tip for consumers:
Shop elsewhere. It's not worth it anymore.

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user mikeab53
1 review
0 helpful votes
September 5th, 2023

The staff is extremely helpful and kind especially Nery Bonilla A ++++ she went above and beyond to help it's refreshing. Thank you

Thumbnail of user angiem274
1 review
6 helpful votes
May 10th, 2021

I ordered new jeans from AE. I received USED jeans with friction wear in crotch. Smelled of perfume. Customer service was NO help after talking to two supervisors. They didn't care and offered me a 25% off coupon. I am so extremely disappointed! They wouldn't even exchange them. I have to send them back without tags and start over ordering. I have wasted soooo much time! I'm furious.

Service
Value
Shipping
Returns
Quality
Thumbnail of user nilahs
1 review
2 helpful votes
May 2nd, 2022

American eagle clothing is amazing! They always fit just right, good quality, and they look so good! However, the website is poor quality and it always freezes.

Thumbnail of user ruea2
1 review
0 helpful votes
October 18th, 2023

My billing address zip code and my shipping address zip code are different. When I placed my order, I saw that I received two emails from American Eagle. One said "Thanks for your order". The other said "Your order is canceled". I immediately checked my Checking Account and saw that American Eagle took money out of my account. I called their customer service hotline and spoke to a representative whose name I cannot (fortunately for her) recall. I explained the situation and in broken English, she told me that I needed to go to my bank to get the credit. That's not an accurate statement. I told her that's not how things are done. When I got off the phone, I saw that the money had been credited back to me. In the end, it worked out. However, your customer service representative told me a false statement. Your reps need to have clear voices and should be able to speak clear English. This customer representative struggled with that.

Service
Value
Thumbnail of user pierretted3
1 review
4 helpful votes
June 16th, 2021

Bought identical shorts last summer through their web site, i wore them may be 5 times at most, the waist elastic band of the dark one is all loosed. The short falls down so i just can't wear it anymore. I wrote to the customer service and they refuse to replace it or refund me as it has been worn. Looks like normal to them that their clothes don't last. No more purchase at this store for me!

Tip for consumers:
Their goods are cheap quality

Products used:
Shorts

Service
Value
Shipping
Returns
Quality

Sitejabber for Business

Gain trust and grow your business with customer reviews.

About the business

Shop American Eagle Outfitters for men's and women's jeans, T's, shoes and more. All styles are available in additional sizes only at ae.com

How do I know I can trust these reviews about American Eagle Outfitters?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about American Eagle Outfitters?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business