Kate I.

I contacted customer service via chat; the rep asked how she could help and then disappeared for 20 minutes. She said she had sent a return label but it never arrived, not to my inbox nor to spam or elsewhere. She disconnected my chat without resolving the issue. I called customer service and the rep was very nice but the return labels that were said to be sent never came. I checked everywhere. I think it's AE's way of not paying for return shipping as promised, or to get people to go into the store to potentially buy more when they return. They were right on the business of taking my credit card for an exchange but the return administration is nonexistent. Why not include a return form with the items? Why not include a preprinted label like other companies do? Answer: they want to discourage returns, they don't want to pay for them as promised, and they want customers to have to go into the store to get their money back. It's that simple.