American Eagle (Clothing)

Gran Hermano wrote: »

€68 charge on an order that size is roughly what I always pay (I tend to order around the €150-€200 mark each time. Customs have a habit of
basing the charges on the prices before any discounts from AE.

To whom it may concern,

Thank you for your email outlining the current status of my order. I however have a number of issues with your handling of it, and am furthermore not willing to incur additional signifigant expense by calling an international number without guarantee that these issues can even be resolved via phone. They are as follows:

1) I initially made an order on 30 November 2009, amounting to $****, which was paid in full approximately 24 hours later, creating a contract between your company and I. This payment was subsequent to a declined transaction approval on another of my credit cards, so the latest (successful) attempt to pay was made via phone call to an agent (K***** I think) on 12/01 on the number you have provided. I was verbally told that this attempt was successful, but received no confirmation, leaving me unsure of the order status.

2) It transpired days later that several of my ordered items were not in stock despite beingfalsely advertised to the contrary on the AE.com website during the ordering process. Had stock levels been truthfully represented, I wouldn't have ordered said items.

3) The email to which I am replying states: "Please note that you were not charged for any cancelled or backordered items". In truth I was, and to date no attempt has been made to refund the part of my order that was not in stock.

4) Alternatively (according to my online statement, a screenshot of which is attached) multiple attempts have been made by AE to charge me an additional $35.43, as well as an apparently arbritrary $7.31, without any evidence of any refund attempts. Is this double-charging a standard policy of American Eagle? In addition, you've invited me to incur further expense by calling your service line to re-place an order for a single item that I have already paid for. No reference is made as to exactly which item, or how many of my items are now in stock, leaving open the possible requirement for me to re-order each item individually, as they become available. This level of customer service represents very little attention to detail.


I understand that oversights can occur in business, but the numerous issues created by your handling of a reasonably simple order is unforgiveable for a retailer of AE's standing. I expect prompt resolution of these issues or I will be forced out of principle to avail of my right to return my full order as it is delivered. I will additionally seek compensation for any shipping costs incurred should this need transpire.

Thanks in advance for your expected professional handling of my grievances, and I look forward to making many more orders with AE.

Regards,

*****
+353******

From: custserv@ae.com
To: *********@hotmail.com
Subject: Order Number: *****

.ExternalClass p{margin-bottom:0;}
[font=Tahoma, Verdana]Dear AE Shopper,[/font]

Unfortunately, due to the popularity of your backordered item it was unavailable and was cancelled from your order, however, we would like to inform you that the item is now available again. Please note that you were not charged for any cancelled or backordered items. If you would like to replace your order for the item please call 1-888-232-4535 (24 hours a day, 7 days a week) and a representative will be happy to assist you.
[font=Tahoma, Verdana, Arial]Thanks for being a part [/font]