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March 2025 by Angie Nagel
Subject: Disappointed with Recent Customer Service Experience
I’ve always enjoyed shopping at the American Eagle in Washington Square Mall, especially because of the great products and the typically excellent customer service. The team members who usually work on the floor, merchandising and assisting customers, have been fantastic—engaged, helpful, and truly a pleasure to interact with. However, my recent experiences have been disappointing, particularly with some of the newer staff and with Ari.
During a recent visit, I approached an employee for assistance in finding a product. Rather than offering to help, she simply pointed to a drawer and walked away. When I realized the size wasn’t even close to what I needed and asked for clarification, I was told I’d have to dig through the drawers myself. This was not only dismissive but also unacceptable for a store that prides itself on customer service.
It’s discouraging to feel like an inconvenience when shopping—especially when purchasing items that contribute to keeping businesses, and jobs, thriving. I understand that American Eagle is a national brand, but local store experiences matter. The energy and attitude of the employees reflect directly on the brand, and right now, this location is falling short.
The team on the Eagle side of the store—who are often more experienced—still demonstrate great service and professionalism. It’s clear that understanding and valuing the customer experience comes with both experience and training. I strongly recommend that the management team take a closer look at their current staff, especially those on the Aerie side, and consider refreshing customer service training.
Customer service is about more than just ringing up purchases—it’s about creating a positive, welcoming experience that keeps customers coming back. Unfortunately, until I see improvement, I’ll be hesitant to make purchases when certain employees are working.
I hope this feedback is taken seriously because I truly value this store and would love to continue supporting it.
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December 2024 by Ky Mussler
Kimberly in the fitting rooms was super friendly and helpful, awesome customer service, loved her!
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November 2024 by alex alex
Went in on October 25th little after 3pm. The two girls working at the cash register at the AE side were very unprofessional and ill informed on the basics of their job. I had an item without tags and it was purchased before the policy change. They failed to realize the new policy did not apply to me since I bought it before the change. I checked online after and I was right. Waste of time - rude workers.
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October 2024 by Matthew Hanson
Good shopping buy some clothes, pants and hats
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July 2024 by Sergio Jimenez
Great selection, best customer service
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July 2024 by Derald Hanson
Good men's shop store
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July 2024 by Patrick Gillilan
Placed an online order, when I arrived at the store the employees stated they could not fulfill the order because the computer believed my size was not in stock - the sizes I needed were, in fact, in the store.
The employees informed me they could do nothing and my only option was to call customer service to cancel the order, it couldnt be cancelled from my phone or a computer - and then I could simply purchase the jeans like normal.
Instead of a pick up order taking a few minutes, it ended up taking over an hour while I tried to talk to customer service - or get any employee in the store to care and help me fix what was an issue with THEIR system. Customer service then informed me they can't cancel the order "until they receive the information..." - in 24-48 hours
What an awful experience. American Eagle has really turned the quality of their clothing around in the last couple of years - but why would I shop here when Abercrombie, Hollister, Lucky Brand, and a dozen other options are out there? Especially if this is the response and recourse available to a customer when all they want to do is give you money?
Insanity.
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April 2024 by Kevin Loder
5 stars, the staff was awesome, especially Avery! Thanks
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March 2024 by Tyler
My mom purchased a shirt for me for me and I decided it wasn’t a great fit. I went in to make a return with the original receipt in hand, but the cashier, who was very friendly, had to confirm with her manager that we could make the return without my mom’s credit card with us. One of the managers stormed over from a different part of the store and stared at the cashier from about 20 feet away and annoyingly told her on her headset that I could return the item for store credit if I’d like. This seemed like not ideal service to start, but overall that was fine, and the manager wasn’t technically speaking to me, though she probably could have come over to me directly to say so. Annoying she didn’t come check the situation but not the end of the world. I don’t really go in to the mall very often and I figured since I was there I would confirm that even though I had the receipt, it wouldn’t be possible to complete the return. I walked up to who I presumed was a different manager, who also had on a headset, and very politely explained what I was hoping to do, and that I wanted to confirm I wouldn’t be able to complete the return even with the receipt (which again, if that really was the case would have been fine, though of course I would have been disappointed since I wanted to get it over with). I guess it comes down to how she treated that interaction and question, like I was being a jerk customer for bothering to ask someone again. Condescending tone and attitude, giving the message that I am wasting her time and am being difficult. Complete different attitude from the staff at the Eugene location, who are beyond friendly and bend over backwards to answer my mom’s random questions about jean styles, have helped me make returns and exchanges with ease, and even helped my mom order something online once after closing. Cranky vibes at Wash Square and will opt for other locations after that experience!
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February 2024 by Lucia Donovan
Had a great time in here, the staff is always kind and helpful. Today Avery from the washington square location was welcoming and we had a great conversation!
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December 2023 by Elise Butler
I’m very disappointed in American Eagle. I RARELY buy clothes for myself, and especially over priced jeans. But I needed more and I thought why not treat myself. I tried some jeans on and one particular pair fit me so well but they were too long. So I needed to buy the “SHORT” fit. But they only sell that fit online. Which that itself is ridiculous and so frustrating. These days it’s so hard to find pants that aren’t way too long and shaped for petite sizes. The fact that I have to order them is so annoying. And typically, I just skip ordering online to avoid the hassle. But this time I decided to order them online IN STORE. I bought a few other jeans that fit me as well. When I was checking out, I explained to the girl that i wanted to order this pair of jeans, but in SHORT fit and delivered to my house. she said okay and proceeded with my purchase. But i literally had to ask her if she needed my address??she never even asked me. and then she was like “oh yea okay.” and then i gave it to her. and even confirmed it. I gave her my rewards account, etc. After my purchase she said that pair of pants should arrive at my house in 5-7 days. 9 days go by and i still don’t have my pants. So i call the store. they look me up. and turns out SHE NEVER ORDERED THEM. and at this point, my receipt is gone. So they send me to this customer service line. then they said they can’t do anything about it but make an incident report. I then call the store the next day, and they said i should be able to get my pants if they “return” the amount i paid and then i just order them again. So i went to the Clackamas Location, because it’s closer to me and I explained my situation and the worker looks me up and turns out the pants that i ordered are just “out of stock”. so she returned the money to my card. this whole experience was so frustrating. I am super upset how my situation was handled. Each of the people that I spoke to, especially in person, were rude, didn’t care about my experience and just needed to move onto the next customer. I wish that I was taken care of much better. and honestly I really wanted those jeans. Out of my whole order those were the ones I really wanted. I mean at least I got my money back. But now I don’t think I’m ever gonna spend another dime at American Eagle.
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October 2023 by Ami Multipass
I know times are tough, but please acknowledge your customers.
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August 2023 by Michele Patterson
Service was great, as was selection. Aerie next door provided additional type of clothes which really expanded our choices. I only wish they had long option for pants.
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August 2023 by Ketryenie Legramanti
Just had the best experience ever, Avery was so kind and helped me finding the perfect jeans, I never had any experience like that while shopping, she is so sweet and so helpful! ❤️
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July 2023 by Michele Bambach
Service was great, as was selection. Aerie next door provided additional type of clothes which really expanded our choices. I only wish they had long option for pants.
