American Eagle , Aerie Store

Reviews

• VL

  Valery LY

  Jun 24, 2026
  1.0
  I NEVER write reviews, but the experience I had at the AE store in Serramonte deserves a negative review. I haven’t encountered such poor customer service than from the manager working at the AE store on June 24th, 2026 at around 5:30 PM. I came in for what should have been a simple exchange. I accidentally purchased a pair of jeans and wanted to exchange them for the regular length so I needed to try a few pairs first. The manager appeared helpful at first but it was all on the surface, she was really condescending and dismissive the more I spoke with her. The first instance was when I was going to try on jeans. I had let her know that I was trying them on to exchange for a pair I had bought a couple weeks ago. She seemed helpful as she suggested she would bring the right length for me but never came back. After waiting for a while, I left the fitting room to track her down myself to ask for help. When she asked for my size, I told her that I wear a size 25. Instead of simply acknowledging that, she responded “so a zero”, confused I repeated “I think a 25”. She then pushed back again and said “SO a zero”. At this point I don’t even understand why we are arguing over my own size (I said 25 because I had seen that 0 ranges from I believe 22W - 25W and wanted to be more precise), so I just agreed and said “yes I guess”. It felt unnecessarily patronizing and that she was more interested in correcting me than helping me. She later comes back with a completely different style than the one I had asked for and when I ask about the style I was looking for, she dismisses me saying they didn’t have the other one… (when I had literally handed her the pair just a size bigger). I honestly don’t think much about this, but later it becomes clear how unhelpful and condescending this person really is. When I’m finally done trying the jeans, I go to the cashier to exchange the items. The person there was polite but seemed to be in training so she had to call the manager to process the exchange. She comes in and ends upcharging me for an item that was of the SAME price as the item I was returning. She tells me I have to pay more because she would only honor one of the discounts from my original purchase. Instead of trying to find a solution, she kept repeating that she couldn’t do anything. At one point, she asked me to show her the discount barcode I had used for the original purchase, knowingly it wouldn’t go through again because it was a one time use barcode. She already knew as I had explained it but asked anyway, which made the whole interaction even more frustrating. Although I do have a problem with the principle -being upcharged for exchanging an item of the exact same price, what bothered me most was the manager’s attitude throughout the entire interaction. Every question, request for help, and every attempt to clarify something felt like a battle. Instead of helping, she was dismissive and condescending. There was zero effort to help at all. I walked in expecting a quick exchange and left feeling frustrated, dismissed, and honestly regretting I shopped at this location. To this manager: customer service is about more than just processing transactions. It requires patience, professionalism, and respect. If treating customers with basic courtesy feels like an inconvenience, then management may not be the right role for you.
• TW

  Thomas Woos

  Oct 9, 2025
  1.0
  I am not sure i have ever received such a service in a shop. I am not even asking for a smile but just respect. If you don’t like customers, they are thousands of jobs where you don’t see them.
• SA

  Saltwater Surf Adventures

  Aug 11, 2025
  5.0
  My daughter went to AE and loved it. Everyone there made sure she found what she was looking for, and knew exactly what she wanted. Amazing clothes and service!!
• CT

  C T

  Sep 22, 2024
  5.0
  I recently visited the American Eagle/Aerie store in Serramonte, and I was thoroughly impressed with the service! The associates truly put their customers first, making my shopping experience enjoyable and stress-free. With the absence of a store in San Francisco, having this location is more important than ever. It’s refreshing to see a team so dedicated to helping their customers find exactly what they need.

Frequently Asked Questions About American Eagle , Aerie Store