American Eagle

Full review
My 16 year old son loves AE merchandise, which I usually buy him at the store. This Christmas, I went on the website and - lo and behold - they had a "design your own hoodie"! It was expensive, as are most AE products, but my kid would have LOVED it. You were supposed to be able to choose the colors of the hoodie and the logo and have the kid's name (and, in this case, sports number) written on a special "customized for" tag. I ordered this item on December 7th and it arrived yesterday, December 21. It was designed for...... Great! So I called "customer service" and was told by the extremely rude representative that "we have had a lot of issues with this product." Well - gee - maybe if you have a lot of issues with a particular product, you should QUALITY CONTROL it before it leaves the warehouse.


I told the rep that the item was, of course, now useless and I wanted a replacement. She told me that they are no longer offering this product. I then ran smack into their "hassle free" (their words on the website) returns policy. They do not prepay postage on their web order returns and then deduct postage if you return an item. No, you are expected to go stand in line right before Christmas at a UPS or Fedex store or at the post office and pay for priority mail so that they can track the return. I don't think that I've run into this type of policy in years and I do a lot of shopping on the internet.

(BTW, Canadian shoppers - check out the returns policy for Canada! It's a nightmare!)

I told the rep that I was dumping the package in the nearest mailbox and that they WILL credit my card, whether they receive the package or not. I then wrote a letter to AE headquarters and told them exactly what I think of their returns policy and quality control.

This was supposed to be a big surprise present for my kid. Instead, I am just furious! And the rest of the merchandise I ordered never arrived. They "don't know" when it will ship.