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sara9894 -> RE: American Eagle Outfitters codes/deals (5/23/2007 8:31:04 AM)
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I'm really sorry everyone's been having these problems with the online ordering lately. My only advice is to contact the Better Business Bureau of Western Pennsylvania. After months of complaining to AE directly about their tax rates, I got the BBB involved, and lo and behold, AE admitted there were errors (which have been corrected) and sent me a $40 gift card for my "assistance in the matter".
Unfortunately, though, since AE.com doesn't specifically state that orders will be processed or shipped within a certain time period, I don't believe anything can be done; all the policy states is that orders begin processing upon receipt and can't be changed or cancelled. In any case, maybe if the BBB starts receiving multiple complaints with the same subject, they might be able to do something.
Incidentally, though, every company/business I know of all have liability policies that state once items leave their hands, any issues that arise are at fault with the shipping company (USPS, UPS, FedEx, DHL, etc.); realistically, the business can't help if the carrier delivers to the wrong address or loses the package (provided all labeling was correct) and will just tell you to file a complaint with the carrier.
As far as backordered items, my understanding of their inventory policy is that backorders are basically left open indefinitely unless the customer cancels. The message in the notification email specifically states "We will make every effort to get your item(s) back in stock as soon as possible. If we do not hear from you, we will keep your item(s) on back order." Based on this, they CANNOT cancel a backordered item without your permission. This is definitely something that should be brought to the BBB's attention!
In any case, good luck to everyone!
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