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American Eagle Outfitters
Posted on Thursday, August 23rd, 2007 at 12:05pm CDT by 7151dfe8
Company: American Eagle Outfitters
I received a 40% off coupon in the mail from AE and on or about August
2nd, I went online to place an order. When I tried to enter the code on
the coupon into the system at check out, I kept getting an error message
saying that the code had already been used.
I called the customer service number and explained the problem to them
and they said that I could place the order over the phone and would be
able to give me the 40% discount that way.
I placed the order over the phone and received an email message
notifying me of my order. When I looked at the shipping information I
saw that the address they had listed was not correct.
An order I had placed online with AE back in July was sent to the wrong
address so I had purposely spelled out my address to the person on the
phone to try to prevent that from happening again but somehow they still
managed to get it wrong.
I called the customer service number and was told that the only thing
that they could do was wait until my order was shipped out, returned to
their warehouse and then a new order could be shipped out to me.
I was told that I couldn't cancel my order or have my money refunded
and that I had to be the one responsible for checking online to see when
my order was returned to the warehouse so that I could call them and
request a refund and/or another order.
I found this to be totally unacceptable and called the customer
service dept repeatedly to complain and tried to get the matter
resolved. I even sent an email to AE's corporate office and to this day
have not received a response from anyone at AE.
My position was that since it was their error they should have placed
an new order and had it sent to me or offered me a refund and dealt with
whatever procedures they had to internally. I should not have had to be
inconvenienced and made to wait for my merchandise or been without the
money I spent to get the merchandise while they fixed their mistake.
When I got no response from AE I decided to contact the USPS to
explain what had happened and ask them what I could do. I was told that
I could write a letter to my mail carrier and maybe that would help to
get my package delivered to the correct address. So I did that and I did
receive the package.
Unfortunately two of the items were not the correct size. With all
the problems I'd already experienced with AE's online ordering service,
I tried to return the merchandise directly to the store. Again
unfortunately they didn't have the correct size and said that their
inventory showed that the only way to get that size was through AE.com.
So I sent the items back to AE.
The instructions for returning items included a form that the customer
is supposed to complete that lists the address that the merchandise is
to be shipped to. I made sure to fill this form out with the correct
address but when I received the email notification of the order--- once
again it had the wrong address that they had previously used.
Once again I called the AE customer service dept and told them that
they had sent the order to the wrong address for the third time.
This time the lady on the phone said that the order had not gone out
so she could cancel it and place a new order.
I had also noticed that there was also a debit on my bank account
showing the costs of the two items that were being shipped back out to
me but no credit for the return.
I was told that AE debits your account for items that are returned and
then sent back out to you as they treat it as a new order but that I
should see a credit back to my account of that amount in approximately 2
She also said that this new order that she was processing to send the
items to the correct address would be debited from my account but that I
would also see a credit for that back to my account since I'd already
paid for these items when I placed my original order back on August 2nd.
With the previous experiences I've had with AE.com of course I was
skeptical and sure enough in checking my account there are 2 debits and
only one credit meaning that I have now paid twice for items that I
still don't have.
I called AE today and was told that I had to wait 2 months to receive
my refund (credit).
Again I find this totally unacceptable and don't think that I should
have to be inconvenienced while AE straightens out their internal
Since I had paid for the items originally there should never have been
another charge in the first place for items that were just being
exchanged for different sizes.
I would write another letter of complaint to AE but since they didn't
bother to respond to my first one....
I and my family order items on-line on a weekly basis and AE is by far
the worst company to deal with on-line for what should be a very simple
We will never shop AE.com again and would suggest that unless you
like to be frustrated or until AE learns how to run a successful online
business no one else shop there either.
Bryon A Henderson