ComplaintsforAéropostale

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ii have been an Aeropostale cust. for over 20 years. My kids and I,I guess you could say are walking billboards for Aero. I've made an order recently and did not receive all my items.I make big orders 3 times a year for the past 22 years and I am always missing something) I reached out to customer service to inform them of missing 3 pair of jeans, a missing **** ***** band shirt, an additional polo shirt was sent to me. The wrong color polo was received. I never received a conformation email and if they were to look into my account it doesnt even show where I made the order because the order was still in my cart until yesterday that is. the stalker guy removed everything from my cart except the polos. The customer service representative tried to lie to me, telling me that my buy one get one on 1 pair of pants was sold out and I didnt receive my additional 2 pairs of paints of buy one get one because they were sold out. Now I know both are in stock and I called him out on it and he said he cannot send me anything to return at my cost the entire order with a restocking fee for the inconvenience I am causing the staff . i told him i can prove where i paid for everything in that order and how much it cost i just want my items i am missing.I told him I wanted to speak with the supervisor and he said there isnt one and if there were they would agree with him. I hung up and called the number back in hopes of reaching someone else but got the same guy and he immediately knew it was me and continued to harass me. I hung up and went to the site to put in the complaint and he some how got it and messaged me back saying he was right. He since then he has emailed me 8 more times. I've called 6 different people leaving detailed messages even about the stalking and harassment. emailed 4 others begging please call or message please. Still no one has yet reached out to me.

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have been contacted by corporate office of *********** via telephone in reference to complaint ID ********, and am inforimg you that the matter has been resolved between the company and me. Thank you for your help and assisting me.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 21, 2024 I placed an online order (AOEC28413200) of 12 shirts for my daughters for school, they were buy 1 get 2 free. The main reason I bought them. About 3 days later they arrived however one was missing. I gave it a few days to see if the other would show up and it didnt. So I contacted the company (July 30,2024) and asked where my item is. And after awhile I was told the item was cancelled due to being outta stock. They didnt email and notify of this they were just going to let this go without tell me. So I asked what they were doing for this matter and was basically told it was a me problem not theirs. All I wanted was a replacement shirt in a different style so I wasnt being ripped out of a shirt. And was told they couldnt do this. So I told them it was either give me a shirt of my choice if I was contacting the better Business bureau. After 10mins waiting I was told Id hear back from them in ***** hours and as of today I have yet to hear back.

  Business response

  08/05/2024

  Hi ******,

  We're sorry the Celestial Nature Graphic Tee was sold out, and did not ship with the other items in your recent order number, ************. We understand your concerns and appreciate you bringing this to our team's attention.

  While unexpected inventory issues can sometimes arise, it's important to us that our customers always feel valued and receive clear communication and assistance from our team. Please be assured that we are reviewing your experience internally so that we can better service our customers in the future. 

  We are happy to accommodate your request for an alternate item to be sent to you instead. Please reply to the new email thread directly and provide the desired item/size/color, and shipping address, and we'll be happy to get a new order submitted for you.

  Warm regards,

  **********

  Aropostale ************* Coordinator

   

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased almost $500 of school clothes and half of it was missing when it was delivered. Box was sealed yet they refuse to replace or refund saying its *** issue. They refuse to cooperate and Im sick of it.

  Business response

  07/28/2024

  Hi *******,

  We're sorry you were missing items from your recent order number, ************. We acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected shipping issues can sometimes arise, it's important that our customers always know how much we value and appreciate them in every interaction.

  After reviewing your account, we found that a refund for the missing items was processed on 7/25/2024 for $224.07. You should expect to see the credit reflected on your account in 3-5 business days.

  We hope you will give us the opportunity to serve you better in the future, and we always welcome you to contact us should you want to discuss your concerns further.

  Warm regards,

  **********

  Aropostale Customer Care
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order online. I left for vacation and just arrived on Monday July 22. I decided to track my package and it stated it was delivered. I checked everywhere my mailbox my porch lights he side of my house my backyard. After no finding it i decided to reach out to aeropostales online chat where she confirmed it was delivered to a parcel locker. I asked why it was delivered there and not to my mailbox. The only response I was given was to file a police report because it was confirmed that it was delivered. After trying to figure out what I would tell the police because this sounds absolutely ridiculous I went to the station and explained to them that it was delivered to the wrong location and customer service was not being helpful they literally laughed in my face and asked me if I was being serious. Then they proceeded to ask me why I would go in there and waste their time with something like that when they have actual crimes to worry about. Now aside from being embarrassed I dont have my package or any answers as to why it was delivered to a locker and not a mailbox.

  Business response

  07/28/2024

  Hi *******,

  We're sorry you did not receive your recent Aropostale order number, ************, and we apologize for the frustration and disappointment this has caused.

  After tracking your order with **** tracking number **************************, it appears your order was delivered by your local postal carrier on 7/13/2024.If you have not already done so, we would like to suggest you contact your local post office to see if they have your order in a parcel locker at the post office.

  We are here to help address your concerns however we can. We encourage you to reach out to us directly so that we can work toward getting this resolved together. 

  Warm regards,

  **********

  Aropostale Customer Care
  

   

  Customer response

  07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have already done so and I was instructed to reach out to sender. I typed in my home address and there is no reason why it should have been delivered anywhere other than to my home without my knowledge .

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Of course there is no claim filed with *** because *** did not deliver the package! According to the agent I chatted with back on July 24 the package was delivered by the postal service. I was asked to file a police report to get my refund and as I stated before the police refused to file a report as it was delivered to the wrong place! I am once again asking for a full refund as clearly no one at this company can properly communicate or give me the correct information. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  08/21/2024

  Hi *******,

  We are sorry you were unable to file a claim with the shipper and that you never received your items that are showing as being delivered to a post office locker on July 13th. We have now refunded in in full for the missing items. You should notice a credit for $200.50 reflected on your account in the next 3-5 business days.

  We appreciate your patience as we worked to get this issue resolved to your satisfaction.

  Please feel free to contact us directly at *********************************************** if you need anything else.

  Warm regards,

  **********

  Aropostale Customer Care

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 2024, I visited an out of town Aeropostale store. I saw two colors of high rise baggy jeans that I liked. The store only the size for in the medium wash; which I purchased. The store did not have the super high rise light wash jeans in a size 6 (the size I needed) so the lady working told me that she could place an online order for the jeans to be delivered to my home address. I should have said no because there was several red flags. The first she was not focused on her job due to having her child at work with her. Second, she couldn't type in my general information such as address and my name. This took several attempts with her still misspelling my last name (which she stated that she would fix and did not). The lady ordered me a size 8 instead of a size 6. Once I received email verification of my order and realized that she had ordered an 8 instead of a 6, I immediately called the store. She took my phone number and stated that she would call me back (which she did not). Thirty minutes went by so I decided to call the store back that is when she stated that she was not able to cancel the order and that I should call customer service. I called customer service and spoke to a man. I told him what was going on; he then told me that my order had been cancelled. July 4, 2024, I received an email stating that my order was on the way. I immediately called customer service back. **************** stated that I should just disregard the email and in fact the order was cancelled. He also stated that the email was sent in error by the warehouse. The man also sent me an email showing an authorization reversal for my refund. I received the jeans in the mail today. I called customer service and I was told that I could send the jeans back (if I wanted my refund) and receive 20% off. Shipping fee cost more than that. So they want me to drive almost 30 minutes to ship the jeans. I asked to speak to a supervisor and I am still wanting for one to call me back.

  Business response

  07/11/2024

  Hi *****!

  Our team is so sorry to hear that your items were ordered in the wrong size at the store and that you were unable to cancel the order before it shipped out. We appreciate you taking the time to provide this detailed feedback and we're sorry to hear that you were dissatisfied with your experience. We aim to provide exceptional value and fast, friendly service, and are here to help address your concerns however we can. Your comments have been provided to our teams and will be used to improve our processes. After reviewing your order (*********************), we found that our customer care team refunded you in full for this item on 7/3, and we sent you a return label to mail the item back. You should notice a pre-authorization reversal on your credit card for $32.07. We encourage you to reach out to us directly at *********************************************** if you have additional questions or need further assistance. We're here to help! We hope you will give us another chance in the future. 

  Warm regards,

  **********

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I feel as though this issue has not been resolved due to the fact that I cant  reorder the jeans for the previous cost due to price increase for jeans. Thank you 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  07/12/2024

  Hi *****,

  We are sorry this issue has not been resolved to your satisfaction. We want to make things right! We are happy to provide you with a discount code for 30% off the jeans and a free 2-day shipping code. Please place your order online for the 90's Super High-Rise Baggy ****, making sure to select the 2-day shipping method using the promotion codes provided by email during checkout.
  If there is an additional price difference, please reply to the email from ********************************** with your new order number, and I will gladly refund you the difference in price.
  
  Warm regards,
  **********
  Aropostale ************* Coordinator

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shopped Aeropostale in the *************** and noticed that I was charged twice for an item. When I called to resolve the issue they advised I had to return to that location for a refund. I explained that the location was far from my home. I provided all information and they were still unable to assist. The acknowledged the duplicate charge but could not assist with an error that was not my doing. The associate was ******. Transaction # ****

  Business response

  07/09/2024

  Hi-

  I need a full copy of the receipt in order to research and assist 

  Customer response

  07/12/2024

  Here are the images of the receipt

  Customer response

  07/19/2024

  Hello

  The item is item 5 and 6 are duplicates. The seamless convertible plunge bralette. The number description is **********. You can tell it was duplicated as well because it shows that number twice on the receipt. The amount is $12.47.

  Business response

  07/19/2024

  A refund in the amount of $13.22 has been processed.  Please allow  5-10 business days to post to the account after Monday.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up for their texts and emails and they send out coupons that have no stipulations listed on them but apparently there are stipulations. Huge false advertisement to get people to sign up

  Business response

  04/23/2024

  It appears order number ************ was excluded from the additional discount because the clearance items already had a 40% discount applied. As a courtesy to the customer, we have now applied an additional 20% off as our way of saying we're sorry for the disappointment this caused. A pre-authorization reversal for $27.44 has been processed, and the new order total is going to be $109.76. 

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a clothing item in November and returned it in December. Aeropostale confirmed receipt of the item. My bank had fraud on my account and shut down all transactions to that account from the original card. Aeropostale attempted to refund my money but was not able to. My bank has provided a letter and I have provided my ledgers indicating I have not received their credit to my account. This has been going on for three months and they promised me a check on February 13th as indicated in my emails attached. They have not produced a check and are giving me the runaround with hours on hold and many phone calls. I wish for you to work with them to provide me a refund check in the amount of *****. Thank you.

  Business response

  04/08/2024

  An expedited check request for $22.96 was submitted to **************** on 3/29/2024. We have requested the check number and date the check is mailed to be provided to the customer once the check has been processed. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered an item online. They shipped the wrong item and I reached out via chat and theyre refusing to send me the right item. Stating their reshipment policy is unavailable. I paid for an item, they sent me the wrong one and want me to go to my local store to see if they have. Essentially doing their job for them. They did offer to send a return label for me to send back the wrong item but refuse to send me the right one. Terrible customer service. Non existing.

  Business response

  03/25/2024

  Our normal policy for handling wrong merchandise received would be to ask the customer to return the item for a full refund. The refund can then be used towards the purchase of a new item. Regrettably, the hat that was originally ordered (item 0094737266) is now sold out. We have refunded the customer in full via Klarna for this item in the amount of $12.12. It is not necessary to return the wrong item. The customer can keep the hat as our way of saying we're sorry for the disappointment this caused. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought $114.71 worth of items and returned all pieces and only got $81.94 back in a refund. Aeropostale acknowledged the issue and refused to give a direct refund due to supposed software changes.

  Business response

  03/26/2024

  We apologize for the delay in responding to this complaint. It appears we encountered a technical issue with the return refund because the customer had originally indicated only two of the four pants from order number ******** would be returned and the return label was created accordingly. ("Sure I'd like to return all items EXCEPT the skinny twill pants in navy and skinny twill pants in black.") However, the customer ended up returning all four pants. We have submitted a request to our finance team for a check in the amount of $32.77 to be mailed to the customer. The original order total was $114.71, and $81.94 was previously refunded, leaving a refund due for $32.77. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩