Bought a handful of items for Christmas presents. Only 2 of them arrived before Christmas they were not the AA quality I had come to know. They were CHEAP quality and the sizing was off.
Waited another 3 weeks for the remaining items and still nothing. Reached out to customer service and was told that the items I was waiting for weren't in stock.
There was absolutely no callout of this on their website and no one thought to notify me that they actually didn't have the items they were selling and left me sitting there for weeks until I chose to reach out. I have read other reviews from people who have experienced the same thing. So when shopping there, there's a pretty good chance you're just PLAYING PRETEND.
On top of all that ridiculousness I checked my bank account and I was actually CHARGED FOR THE ITEMS I DIDN'T RECIEVE.
Customer service refused to believe me despite providing bank statements. Instead they alerted me that it was simply appearing on my bank statement as a record but I was actually charged for the items I recieved on another date. And they were right I was CHARGED TWICE. I reached out to my bank and they confirmed that no credit was put back on to my account and that in both transactions I was charged.
Customer service REFUSED TO REFUND me. Refused to believe me despite the proof I provided.
As far as I'm concerned they have STOLEN $160 dollars from me. Absolute SCAM artists using the brand reputation AA has built with their old brick and mortar as a disguise.
I sincerely hope anyone reading this avoids any interaction with this brand.
In my opinion what they're doing is illegal and they deserve to crash and burn.
When I checked online it said everything was in stock? Also if you happen to order stuff and it's out of stock don't expect an email notifying you because they won't bother contacting to notify you... you will have to contact them...
I opened up the small pouch that contained my sheer jersey extreme deep v in truffle ($24). It had an extremely obvious rust orange discoloration where it had been folded around the cardboard insert in the pouch. Oh no!
I contacted customer service via email explaining what happened. Within 24 hours, a representative named Emily had written me back with a prepaid label attached to her message. I wrote her back a couple times to ask questions about the process and was promptly responded to the same day.
This was probably one of the best customer service experiences I've had. Not only are their clothes of the highest quality, but they're customer service is on point. I couldn't be happier to be a customer.
Tip for consumers: Don't scoff at the higher price tag for their items. Remember they're made in the states and an amazing quality. I still have items from the late 00's. If you've never felt AA cotton, you are in for a treat. I recommend their zip up flex fleece hoodie (black and cranberry are my favorite!).
Tip for consumers: If you do order from their website, make sure you call their customer service team and ask about your order, because they screwed me over multiples times.
They are recommendable
Clothing quality hit or miss. Do yourself a favor and save yourself the headache. I was such a loyal customer and have spent thousands of dollars on them the last two years. I order from their website and shop at their store. For most pants, try them on in store because all the sizes are inconsistent and vary so much that a size 25 and 29 could be the same thing. Check for stains and holes because they sometimes send me damaged products, products with no tags, or products with censor tag pointy backings! It stabbed into my hand when I didn't know it was in the pocket.
Their return and exchange policy is ridiculous. An exchange of the same item in different size, they would charge you the difference of the promo code you used. For returns, in store means store credit only. Only online purchases mailed back will get your money back. Sale items cannot be returned which is reasonable but no exchanges either?!
On top of that, they discontinued so many staple products I loved like the Riding Pant. Also, I have purchased three separate things the last three months that claim it will ship from retail store, but it was backordered and I waited for over a month. I cannot wait for one as Christmas is coming soon and the item still wasn't shipped out. Backorder is NOT the same as "ship from retail store", quit wasting your customers' time! I cancelled all three orders when weeks passed with no shipment date.
Customer service through e-mail never replies. Their phone customer service is ok; I wouldn't rely on them for everything, just a warning. I used to love American Apparel and I always forgave their mistakes, but all these backorders for items clearly posted for sale on their website is really annoying.
Blah! My disgust urged me to write this review.
That said, I do like my American Apparel light jackets and tshirts. They fit pretty well. Can't beat em, join em.
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