ComplaintsforAéropostale

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made an online purchase on May 11, 2023 using a gift card. They cancelled my order and did not refunded the amount back to my gift card. They are also charging me for the shipping fee and they won't refund me for that, which is ridiculous because they did not ship the item.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cant log into my account and I am not receiving any password reset links. I called customer service several times and my issue is not resolved. It has been several weeks. Im hoping upper management will help resolve my issue. Ive been a loyal customer. I go to the local ********************** store all the time.

  Business response

  05/02/2023

  Our CS Team has tried to contact the customer via phone but gets disconnected so they emailed the customer and have advised them of their new temporary password.

  Customer response

  05/04/2023

  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

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11-15-22, I placed an order for a set of top and bottom at Aeropostale.com.(Order#******** in the amount of $29.66). I paid with PayPal. Was not made aware that I could not get a refund onto my original payment credit card if I used. When I picked up my order a couple of days later at an Aero store at *************** in ********, **, I found the quality of the clothing being poor. I immediately requested a return at the store. Was told to call the toll free number for a return through regular mail. I called before I left the store. (~11-17-22). Was told to wait for a return package in the mail. One week later, I didnt receive anything (Nov 22). Called Are back (11-25-22). Was told I could not get a refund to my credit card, and that I could only get a store credit. After much explanation/discussion about the way I was misinformed, The supervisor told me she would make an exception. She instructed me to return the clothes to the store where I picked them up for a store credit, then call Aero back for a devaluation of the store credit followed by a refund to my credit card. I did as I was instructed at the end of Nov22. Called Aero again to request my refund. I gave the supervisors the store credit card (from my return) and two of my credit cards info during the month of Dec 22. Never had any follow up. Between Nov 22 and now, I have called Aero at least 10X requesting my refund. Talked to multiple supervisors, all of them gave me the excuse of the only person who can process this refund is out. It is hard for me to believe that the only person has been out from Dec 22 to Apr 23? At this point, I have a devalued store credit card, and no refund in any shape or form after I returned the clothes in Nov 22.

  Customer response

  04/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Aeropostale regarding complaint ID ********.  Aeropostale has putting me off since I returned my merchandise per their instructions in Nov 2022.  They kept telling me to "wait for 10 days" or "the only person who could issue my refund is out".  Aeropostale lies every time I called them.  I asked for written documents that said "10 more days".  But they refused to give me any paper proof of what they promised.  As a consumer who returned my purchase, it is not too much to ask to get my money back!!
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 03-09-2023 with Aeropostale online for the amount of ****** dollars order # ******** but my order was never received, Ive contacted them multiple times they just keep saying that it was sent to my but I never actually got the products I paid for, Ive contacted carrier as well and they just direct me back to Aeropostale their customer service keep hanging up on me and they just keep denying every claim I make, I just want to get my money back at this point please Im tired of trying to reach out to them and get zero resolution for my order

  Business response

  03/22/2023

  
  
  
  Ext ref ******** JDA order ********* Order date 03/09/2023 Status Shipped and Posted $186.29
  
  The customer did contact on 3/19/2023 and requested a refund for an order that was not received, which was denied due to the order shipped in full and was delivered to the shipping address.
  
  UPS tracking  ****************** 
  
  Delivered On Wednesday, March 15 at 5:10 P.M.
  
  Delivered To
  ****************************** * ********* ** *****
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi I added item to the cart and the amount was showing $56.81 and when I placed the order on my phone I see a difference $57.19 difference of $0.38. Not sure how they change the tax when logged in from another system

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2022 I ordered 2 orders from Aropostale its now almost March and they have sent me through circles over and over I want a refund or a store credit they will offer neither.. The pic they took isnt even my door??? Please can somebody help me I have never been treated like this..

  Business response

  02/28/2023

  ************************ reached out to Bluenotes customer service *********************** ******) on February 6th. They went through all our protocols with the courier to investigate her two missing orders. They reached out to the courier and kept ******** informed about everything that was happening during the investigation. The courier gave them proof of delivery for both orders that customer claimed she did not receive, she advised them that the address and home the courier delivered to was incorrect even though she had past orders that went to the same home. Due to not wanting confrontation with the customer they issued her a refund for both orders. Please see attached for date she reached to us and proof of delivery from the courier.
  
  
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/22/22 I CHATTED with Aeropostale about my order and they stated Im going to get a refund well after 4 weeks I finally **** back today and they said oh yeah we have PROOF your order was delivered you need to take that up with *** I asked for a supervisor and they HUNG UP on me! Is disrespectful and rude. Not only did they hang up their chat agents are extremely rude and disrespect and do not have proper service manners. I did not order my package with *** I ORDER IT WITH AERO so I want my money back PERIOD

  Business response

  01/26/2023

  The customer did request a refund for order not received which was denied due to order shipped in full and was delivered to shipping address.

  Please see attached for the tracking details via ****.

   

  We have previously refunded this customer for the same reason "order not received" but as per **** tracking (see attached) it was delivered to the shipping address.

  I have also attached the settlement details for the refund from the previous order.
  

   

   

  Customer response

  02/07/2023

  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]

   They have failed to prove that it was delivered to my door specifically and also this is the second time around this has happened I have the confirmations they have as well and I have the receipt I dont see where that has anything to do with me saying that the package did not arrive. They need to refund this money like I have been asking for 2 months. Again these screen shots prove nothing. I want my money back. 

   

   

   

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

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

  Business response

  02/15/2023

  Someone from the customer service team will reach out to ******* regarding his refund being processed.

  Customer response

  03/01/2023

  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

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter, who is 13, received a **** debit card as a Christmas present. She purchased 2 pairs of jeans at the Aero store in *****************, ** but was unable to try them on because the store's fitting rooms were shut down. Upon taking them home and trying them on, she didn't like the way they fit. When she tried to return them for a refund, the employee said they would only offer store credit. The payment was made with a **** debit card, which can not be reloaded. Other retailers have issued refunds for purchases made on these cards with no problems, and generally, when refunds can't be issued to a card, they're issued in cash. The employee said that their policy is to issue store credit. That IS NOT written in aeros posted return policy. Now, my daughter has essentially had $69.49 stolen from her by aero, due to an employee who REFUSED to issue a proper refund.

  Business response

  01/05/2023

  Communicated with the customer (*******) and apologized for the inconvenience. We have issued the refund back to his daughter's card.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/23/2022 I went to the store at *************** in ******, *************. There was a young girl/woman who was underenthused to assist me with my transaction. I told her I needed a gift card for $60 and added a pair of socks from near the counter. My arms were full of bags and I was in a rush so I did not notice that she never handed me my bag. Too lazy to come after me when I walked out to give me the bag. I called hours later and the same girl picked up the phone. I told her I dont remember her ever handing me a back after I paid. She said hold on let me check as if she didnt even know. And then said ya you left it here and I said you never handed me my bag, it is a Christmas gift and I cant come back there to get it. She said there was nothing they could do so I asked to speak with a manager. She said there was no manager in today; and my husband pointed out to me that it must be misinformation. I called another store to see if that would be true, and the woman who picked up was the manager - I could barely even understand her. I called today the ****** store back today, Christmas Eve, and the manager picked up (********?). I said since this was no fault of my own could you please refund me or mail me my items? And she said no. Literally - nothing else but no.This is the manager of the store on Xmas Eve? May I please just ask, WHY?

  Business response

  01/11/2023

  I have reached out to ******** personally to apologize for her experience and I am waiting for her response via email. I'll post an update once the complaint has been fully resolved.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 12/07/22 and was to receive the order in 3-7 business days. . I tracked the order with *** and was told the order was not received by *** to ship. I chatted with someone at Aeropostal on 12/19 and was told I would receive the order overnight at no charge. I spoke with ****** today and was told it would be 3 -7 business days. I requested the call be escalated and was informed this was not possible and I would receive a call back in a few days. She then disconnected the chat. I saved the chat from 12/19 saying I would receive overnight shipping. I am very unhappy with the promise of overnight shipping to find out this was a lie to satisfy a customer. The order number is ******** ********************************* ************************************************* Thank you At this point I do not see the order was processed. I would like the items ordered delivered to me.

  Customer response

  01/03/2023

  Better Business Bureau:

   

  The business never replied. I contacte the business for the 5th time. The company refunded my money.

  I am satisfied with my refund.
  
  
  ISincerely,
  
  *********************************

   

  The business never replied. I contacte the business for the 5th time. The company refunded my money.

   

  
  
  
  
   
  

  
  

*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. ↩