American Eagle — Local services in New York

RE: Lexington location. It is very sad when a store you frequent have horrible customer service. I went to AE’s SoHo location to get several stuff to bring for my travel this weekend. Since I just went out during my lunch break, I didnt get to try the stuff. While at the store though, I realized I picked the wrong size (the downside of lunch shopping), so I immediately grabbed my size and exchanged it with the next available cashier. I use apple pay these days, so I dont have to carry cards. Quick and efficient. Done in less than 5 minutes. Fast forward to tonight. I wanted to exchange a sweatshirt for an XS, return a cami that was too cropped for me, and exchange a pair of shorts with a different style. Since I live close by this location, I stopped by. The cashier, Lexi, rang the items, then towards the end, she said to put in the card used for the transaction. When I opened my phone to open the Apple Pay, she said it has to be the physical card; otherwise, only store credit. I said in SoHo, they didnt ask me for my physical card. Thats the point of the Apple Pay, isnt it? So we dont have to carry our physical cards. I asked if I can use a different card. She said no without any compassion, no apology for the inconvenience. Nothing. She said I can return the items for store credit instead! No, after that display of insensitivity, like im dumb for not carrying the physical card and coldly telling me just get store credit? No, LEXI! Do better. Interact with your customers better. Dont just tell me the shortcut because you want to go home already, which you loudly mumbled in front of a customer. You didnt even ask your manager, Jessica, what can be done when SoHo location clearly was able to do it without an Apple Pay card’s physical presence. I might have some sympathy for you for being tired, but who isnt tired after a day’s work? No excuse for you to be in front and center when you cant be bothered by your customers. Do better, Lexi. Do better! #americaneagle please reorient your front staff - one way here should be the only way then. If you yes to one, you set a precedence. If you dont want to deal with Apple Pay customers,...

I would not recommend this location to BUY ONLINE AND PICK UP. I placed an order and half of it was ready just to find out that someone else picked up my order within the 3 hours it was ready. The next day I walked in and explained what happened. I was told it was a glitch then the staff had me waiting over 40 minutes just to “locate my package.” As I was waiting I was told to check if I got charged. Clearly I did if “someone else picked up my order.” Eventually they communicated the issue to the store manager which I then questioned “Aren’t you suppose to check the customer’s ID with the order number and provide the pin to verify?” She stated that sometimes it gets mixed up. How can something get mixed up if it NEEDS to be VERIFIED? She then proceeds to issue me a refund and apologized. The following day the remaining half of the order was ready. I walked in just like the day before and surprisingly there were no issues. I decided to ask an employee if I can try on the items? He stated “yes you can, but the most you can do is exchange the size .. you won’t be able to return any items until tomorrow.” Why must I wait until the following day in order to receive a refund if I’m not satisfied with my order and I’m already in the store? Such a “convenience.” To be honest you’re better off shopping online because the deals never disappoint and you definitely won’t have to deal with a...

I’ve been going to American Eagle since I was like 18 so close to 10 years now I’m from California. I’ve always gone to the ones in California. This one that I went to recently a month ago was the first time I ever have been racially profiled as soon as I entered into American eagle, I was followed by every employee. I was checked on by every employee. I literally only walked 10 feet into the store(was followed by at least three employees)and then I also had the most difficult return which usually it’s very easy to return and exchange here but for whatever reason, the two blonde women here were making it so difficult and their attitude was so bad. They also required me to pull up all this information that I know they can see from my profile because I do every buy and exchange in my profile. Like I said, this is my first time in a New York, American Eagle. The ones in California is easy. It’s simple takes two seconds. This one they wanted to see my receipt. They wanted to see my online confirmation order and the email saying I bought it. The girl at first seemed like she didn’t believe that I actually bought the jeans....