Allyson Y.

While it's really easy to navigate the website and your discounts are easily tabulated while you shop, If you decide you need to change or cancel your order with Aerie within hours of having ordered it, Aerie customer service will not be helpful at all and hide behind their "fully automated system."

In my case, I signed up for a third party service that guaranteed free two day shipping and it was not applied at checkout, nor was there a way to verify whether it had been applied. I called Aerie customer service to see if the order could be canceled or altered and they basically gave me the run-around " Oh I'm sorry we have a fully automated system we can't do that." I even said, "ok, I just want to cancel the order" and they could not guarantee that it would not be shipped while my request went up to corporate. A simple request like canceling an order should NOT have to go up to corporate, it should be able to be handled in-house and should be able to be done within a few minutes on the computer while you delete the order.

Having a poorly designed system is no excuse for bad customer service. Being an internet retailer is also not an excuse for poor customer service. I've worked retail before and you do whatever it will take to make sure the customer has a good experience. It's how you build your brand.

I am very disappointed and will never shop with this company Aerie or American Eagle again.