American Eagle — Local services in Rochester

Very poor service at this location. Not currently from Rochester, we are here because my son had a heart transplant. I was shopping and they didn’t have my sizes I needed so I had asked for them to see if they carried my size immune. The dark haired girl was very unfriendly and acted like it was so hard to help me or look them up. She then charged me full price for everything. I asked her if 2 of the shirts I had were 30% off and she rudely told me it was the shirts under. I told her that they were on sale online because I debated buying them on there but wanted to see if they were in store. I had to show her each shirt online even though it was the same shirt just different color. I had ordered a pair of jeans before we were hospitalized back in October. I didn’t have them at the hospital, but I had someone go to the house and bring a bunch of my stuff. I went to wear my jeans and they were too big. All tags still attached. I also tried to exchange them for a pair of jeans that fit and she was very unfriendly about that. She told me I could only exchange for the same jeans, color, but were sold out in every single size. She told me that’s all she could do because it was over 60 days. There wasn’t much I could do when we have been in the hospital for months. To top it all off I left unhappy, I got all the way back to Ronald McDonald to find she charged me for 2 pairs of pajamas when I only had one. I had to turn around and go back. That same girl had to help me with my refund and acted like I bought 2 different pairs of pajamas. I hope to never have to shop at this location and from that situation I might just not shop at an...

I recently purchased an item for a trip that I went on and took the tags off before I packed it. When I put the jumper on to go out to dinner, I realized one pant leg was longer than the other. It was obvious so I didn’t end up wearing it. When I came home from my trip, I went to the store to return it with my receipt and told the gal at the counter it was damaged and that I bought it for a trip 2 weeks ago and didn’t get to wear it because of the noticeable difference in the length. The girl was rude and immediately told me because it was missing tags I was unable to return it. I asked her if this was the case with defective items too and that I would take store credit and she responded saying she couldn’t tell if it was worn and that was the policy. At this point, it wasn’t about the money, I got the item on sale for $18, it was about principle and taking care of the customer. So if it had tags on it, would she have put it back on the floor for resale even though I told her it was a damaged item?! I called the customer service number they gave me and the lady on the phone was very pleasant but couldn’t do much since I got the item in store. She did say that the damaged item should have been returned and escalated my ticket. Please educate your staff on basic customer service and using best judgement to do the right thing. At this point I feel like AE kept my money and gave me a defective item I wont ever wear and it will cost me more to alter it then it cost to buy. Will not be...

Jen at the Apache Mall American Eagle rang up my purchase for my daughter on 6-9-19. She had a fairly long line, but was handling it extremely well. Very pleasant when I got to her and very efficient. I mistakenly used my AE account instead of my daughters (she was one pair away from a free pair of jeans), so we went in the next day, and of course ended up buying even more items, and Jen was at the cash register again. I cannot emphasize how pleasant it is to see such professionalism in such a young person! She again did a wonderful job helping us to transfer the previous purchase to my daughter's account and ringing us up, and was training a new employee at the same time. I hope I get her every time...