Today my daughter went to American Eagle at the Columbia,SC Sandhills location and was attempting to make an exchange and was told that it was not possible. There was one transaction that had the tags and the receipt but there were 2 other pants that were a receipt alone. At Columbiana Mall we had a very pleasant experience where it was stated that she could exchange the jeans but she couldn't find anything and stated she would go to the Sandhills location and they were clear that she could exchange there as well because she had her receipt. Angeline is who I spoke with today over the phone, stating she was the manager, and she was very rude to me. It was as if she knew who I was when I called in. She continuously cut me off in the conversation and stated that it's up the managers discretion to do the exchange and they would not be doing it. I made Angeline aware that I was recording the conversation and she didn't seem to care. I asked to speak with Jennifer about it and Jenn came to the phone telling me that if I was recording her she wouldn't speak to me and even though SC state law states that if I record my own conversations Im a consenting party. I ended the recording for her and continued the conversation. Jennifer stated that it's a flat out policy. Now even though at this moment I was told contradicting information between the two managers in the store alone she still suggested I call
Customer service. It's clear that my daughter is being retaliated against and I was treated in a hostile manner because of the situation that occurred in March of last year. This is ridiculous that I have to go through this with location. All she needs is an exchange. If this is possible I would like to make a simple exchange. It shouldn't be this stressful for my daughter to make an exchange. When my daughter approached the register Jenn came over to my daughter's cashier and initially told my daughter there was nothing she could do with anything she had. Johniah made her aware that she has her tags and reciept so she did the one exchange and told me to go through customer service for anything else. I again asked her is it that serious to contact customer service as this should have been something that the "manager could do at their discretion"? It would be nice to have both managers in the store be on the same page when it comes to policy. We have now received 3 different things regarding the pants and this is just unacceptable. I did also record Angeline and I'm glad I did as she was very curt. My daughter doesn't live here as she is in college and I'm fighting cancer so I haven't been able to come by the store either. This was the initial reason for her not coming in sooner. If you could please review the camera footage for the time of this conversation ( I called at 1:13pm on 2/22/25) read more