American Eagle Store

My recent experience at this store left me thoroughly disappointed and frustrated. As a loyal customer who has relied on Afterpay for convenient payments for years, I've never encountered any issues with returns until my visit to this particular store. Upon attempting to return a pair of jeans, I politely requested that the refund be credited back to my original form of payment, my Visa card, as I have always done in the past. However, I was met with resistance from the manager, who insisted that refunds must be processed back to an "Afterpay card." While I understand the need for security measures, the lack of transparency and explanation from the manager was disheartening. What exacerbated the situation was the managers attempt to shift blame onto her employees, insinuating that they had possibly mishandled similar situations in the past. This accusation was particularly perplexing to me, as I had never visited this store before and therefore could not have encountered such issues previously. It was disappointing to witness a lack of accountability from the manager, who chose to deflect responsibility rather than address my concerns directly and explained her employees were probably doing it wrong. As a manager myself, I believe in fostering open communication and understanding with customers. In a similar situation, I would have taken the opportunity to explain the store's policy regarding refund processes, apologized that this was their policy, while also empathizing with the customer's concerns and preferences. Rather than asserting authority in a condescending manner, I would have strived to find a mutually beneficial solution that prioritized the customer's satisfaction. Despite my attempts to clarify my preference for a refund to my Visa card, the manager's refusal to accommodate my request without providing adequate explanation was disappointing. Ultimately, I had to resort to mailing back the item for a refund, a process that could have been avoided with better communication and flexibility from the store's management. While I appreciate the store's commitment to security measures, I hope that they will consider improving their customer communication and flexibility in handling refund requests in the future. As a loyal customer, I expect better service and understanding when addressing my concerns.
Mar 3rd, 2024

Great service! Very helpful and mindful of their customers needs. Everyone had a smile on their face and were so welcoming! Couldnt say enough good things about this location! Will definitely make this my top AE store to shop at!
Mar 1st, 2024

Do not bother coming to this location if you have a return with a shipping label from their customer support. This store is not a drop off location per the staff. Also do not bother donating your jeans at this location. I do not know when they changed their policy of allowing a customer price match a jeans in store with their online prices while allowing you to use the $10 jean donation credit. Other stores in the Valley will let you do this, but I have had the worst experience at this store location. Take my words however you want, but if other stores are allowing this and you are not? Something got to be wrong with your policy.
Jan 31st, 2024

Ricardo was awesome, I love coming here the store is always nice.
Nov 23rd, 2023

Ricardo was extremely helpful, he helped me find exactly what I needed. The store is beautiful, highly recommend.
Nov 16th, 2023