Communication, communication, communication. Why is it so hard sometimes?

American Eagle had a sale on those fuzzy boots so many woman and girls are wearing.
http://www.ae.com/web/browse/product.jsp?productId=0411_3228_209&catId=cat6600015
They were $15.00 and free shipping.

Got in on this deal, not a good experience with American Eagle though.

I bought to pairs of boots, one for each of my girls, both size 7. When they arrived, I surprised my daughter and wife with them.
Unfortunately, they sent one of them in size 6.
I immediately contacted them via their website asking to return and have them send the size that I ordered.
It appeared they were being appropriately responsive.
They set us up to exchange the boots. After not hearing from them for a few days,

On Jan. 18, I emailed them asking where the exchange boots were :

Hi,
I was hoping to get the boots in the size I ordered sent to me. I’m going to be pretty bummed if through your employee error, my wife doesn’t get the boots that I correctly ordered in her size.

This is what I got in return on the same day:
Whenever an item is returned to ae.com for an exchange, the merchandise is first credited to the original method of payment used to place the order. For tracking purposes, a new order is then placed and a new charge is submitted to the credit card. We apologize for any misunderstanding. For more information regarding your exchange, please call 1.888.232.4535 (24 hours a day, 7 days a week) and we will be happy to assist you. —January 18

Sounds like I am getting an exchange right?

February 3 I finally contacted again after hearing nothing:
Hi,
Where are we on this. Really getting bummed here, got a pair for my wife and a pair for my daughter and only my daughter is enjoying hers while my wife waits. If only the packer put the size boot that I ordered in…

They responded the same day with:
Scott,
We have issued your return to the method of payment used on this order. Please allow 3-10 business days for this credit to post to your account. If for some reason you are not seeing this credit, please follow up with your bank as we released the funds on Jan. 18, 2015. If you have any further questions please give us a call at 1-888-232-4535.

Um, first they were exchanging the boots, now they are only crediting my credit card back. No contact from them telling me this. We were waiting for the boots with no idea AE changed what they were doing to rectify their mistake.

February 4 I replied:
I am asking where are the boots in the size I ordered? I want the boots, they were a gift. I ordered correctly. Your packer put the wrong size in. I sent them back for an exchange. Where are my boots?

They replied the same day with:
Scott,
Thank you for contacting us here at AE. I apologize for the confusion with the exchange. Please call us to replace the order for the boots. I left a note on your order for us to give you free 2 day shipping and a price match.
You may place an order by phone by calling our toll free number, 1.888.232.4535 (24 hours a day, 7 days a week) and a representative will be happy to assist you in placing your order

Cool, I think. Called the number. No boots available now they tell us. Not in a larger size or a different color. Great. But there are plenty of other boots available on sale they tell us. No, not really. So wife is bummed.

Now wait a minute. Didn’t I just link to the boots above??? No idea what is going on here.

So beware, AE does not appear to be very organized or able to communicate well.

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