ComplaintsforAéropostale

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very frustrated with this company and will NEVER ORDER FROM THEM AGAIN. Placed order on November 26 ORDER NUMBER:********* I dont know how my address changed but I called them after noticed it showed delivered but I didnt have the order. Chatted with one of the ***** she was not helpful at all disconnected the chat on me and said there is nothing she can do. Very unprofessional I keep getting general message about them trying to update the address but someone else I already said they cant update address on a package that already has shipped. Okay so I want my money back. I am getting the run around about my money. This is ridiculous and not how you do business it has been almost a month and still nothing yet. I want my money back I dont even want the m to ship the items anymore due to their lack of help or communication. Bad business Aeropostale.

  Business response

  12/15/2022

  The customer did request a address change which was not able to be completed.
  
  We also did send an email on 12/10/2022 advising we were still working on the address change which is incorrect as the order had already shipped on 11/28/2022. (sent for coaching)
  
  We have refunded the order as a one time courtesy for order not received.
  
  The credit was processed on RID ******** for $78.07 on 12/14/2022
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/2/2022 I placed and order. Within eight hours of placing that order I called to cancel it. I stated I needed to come in to try some on because I had a little weight change and wanted to be sure I got the right size. It was canceled and I was told the refund would show in 3-5 business days. Today, 12/4/2022, I received an email stating that my order had shipped. The amount was taken out of my account. I immediately called and was told they cant guarantee an order will be cancelled when it is cancelled. That doesnt make any sense. If an order is canceled it is canceled. The order # is 24874231.I informed the person I just spoke with that when it arrives I will take it straight to the store and I will not be buying anything at this time. I wont buy anything just yet because of this issue and how it has been handled. I dont know that I will buy from the company in the future. I still have to decide just what I will do.

  Business response

  12/23/2022

   
  
  The customer did request to cancel the order on 12/02/2022.
  
  The order was not able to be canceled as it had already entered the shipping process and the customer was advised via email.
  
  We have contacted the customer and she has advised she will just be taking the item back to the store for a refund and did not accept a return label.
  
  
  
  

  Customer response

  12/27/2022

  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 was not informed by email that it had entered into the shipping process until days later. I canceled the order within hours of placing the order. It could have been stopped right away. The person I spoke with basically said that thats the system they have and they should have told me. They did tell me that it was canceled. That was taken care of. They chose not to stop it from going through the system and shipping days later. The woman I spoke with just pretty much left it at thats how it is and she said shed do a 20% off thing for me. I did tell her Id return it to the store and didnt want a shipping label. I didnt have any desire to wait in the label, ship it back, and wait for them to decide to refund the money and then give it time to be placed back into my account. So, I am not satisfied with the response I received as it was just basically excused and blamed on the system they use. She tried to tell me thats it had already started the process and I told her to look at how many days it took before the item shipped. There isnt any excuse for why it shipped and I was charged anyway. So, they have not made it right and I am not satisfied with the way any of it was handled.

   

   

   

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

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order on 10/18/2022 (Order detail is included in the uploaded image and pdf file). Their website shown the order was delivered on 10/22/2022 but I didn't receive the package. I began to contact their customer service for a full refund since 10/24/2022.I have contacted their customer service for more than 5 times since 10/24/2022. During the call on 11/18, the agent told me that the refund request was approved and I should be able to get my refund with in 7 business days. I am still waiting for my refund and contact them today. They emailed me that the request ******** is still in progress. I am filing the complaint to get my refund as soon as possible. I don't believe that their customer service and management team can solve my problem, they only know how to postpone customer's request as long as possible.

  Business response

  12/13/2022

  This is an order that a credit was approved but not processed correctly.
  
  Order ******** order date 10/18/2022 Status shipped and posted $50.36
  
  The credit request was approved on 11/10/2022 but did not process.
  
  We have manually credited the order in JDA *********  on 12/12/2022 for $50.36
  

  Customer response

  12/16/2022

  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.

  However, according to the response from the merchant, "Order ******** order date 10/18/2022 Status shipped and posted $50.36. The credit request was approved on 11/10/2022 but did not process." So the merchant has procrastinated the refund for over a month, which is totally unacceptable. 

  
  Sincerely,
  
  ****** **
  
  
  
   
  

  
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order with this company several months ago. When the order arrived, one of the items was not at all as described on the website. I asked to return it, and get a prepaid shipping label considering the return was not because of a change of heart but because of false advertising. I was told one would be sent over. It was not, and I had to contact the company again 2 weeks later. I then returned the item, and waited the 30 days to be refunded. That did not occur. I contacted customer service again and was told the representative would process a return and I would be refunded in 3-5 business days. It has now been 2 weeks with no sign of the refund, or any communication from the business. The item only cost $20, and the amount of work I am going through for this return is ridiculous. DO not buy from this company.

  Business response

  12/07/2022

  We have been working to resolve the issue and we were finally able to manually refund the order today.
  
  The customer returned one $20.00 item on a $38.00 order, We have refunded the full order as a courtesy due to the length of time it took to process the credit.
  
  Refund of $37.87 issue done 12/02/2022 on *** ********** 

  Customer response

  12/15/2022

  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

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Aeropostale on 11/13 to purchase clothing for my daughter. When time to make the purchase the young lady explained that their debit machine was down but they'll still try to run it as cedit. The first attempt it came back denied, well I know for a fact money was there. The young lady explained that they'll try as credit, due to them having system issues all day. So we tried as credit, it got denied again. An assistant manager came to assist and she called a number of where they gave her a code and they put that in their register and the transaction processed fine. However I noticed the next day that I was double charged for the same transaction. I reached out to the store the next day 11/14 to address the issue, the young woman informed me to call the corporate office because they're unable to provide a refund there. I called the corporate office the same day and was informed a manager would reach out within 2 hours, I received no callback. I went back and for between the corporate office and the store for days without any help. On 11/22 the young lady allowed me to get a picture of the receipt of the purchase, due to Aeropostale not having access to print the receipt. I feel like I'm getting the run around and no one is trying to help. The store is not helping when I know they see the double charge, because my bank can see it!!! I've called the corporate store I made a report nobody got back to me I've been calling them for a week straight and they keep telling me to call the store that I purchased the item from this the customer service number ************ this the store number I purchased the items from ************

  Business response

  12/13/2022

  On December 13, 2022 I spoke with ***** over the phone and he confirmed that the issue has been resolved regarding his transaction issue complaint. I have issued him a 30% off coupon as well as a gesture of good will and have apologized for the inconvenience that he experienced.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made my order with Aeropostale on octuber 3 ****************** ******** and tracking number of ****************** for a total of $272.30 Wich included hoodies and pants for cold wheather . I was informed with the tracking number Wich I followed pretty closed and when the items where **** as ******** on oct 7 I went outside and found anything . I immediately informed Aeropostale about the problem . And they tell me to wait few days . The sometimes was normal that items **** ******** even know were not . I follow their directions . So 2 days after and nothing I contact again and they promised me a refund due to the situation. 2 days after I follow up again and I was told that the refund was issue and I will be back on account 3-5bussines days Wich never happen I contact again and they are refusing to provide a refund . I will like to get my money back . Or reship of my items

  Business response

  11/15/2022

  The customer contacted on 11/02/2022 advising order not received and requested refund.
  
  After reviewing the order the request for a refund was denied due to the order shipped in full and was delivered to the shipping address.
  
  UPS tracking ******************

   

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After many years of shopping at the store for myself and now for my p****** daughter I will never do you hear me ever do business with this company again I was completely insulted and humiliated by ****** if that is her real name she stated she was the person in charge of the evening I took my daughter and she had bought a shirt on Monday but we bought it really late in the evening the store was almost closing the shirt did not fit my daughter so we need to text change it she tried it on at home didn't fit we brought it back unfortunately we do not have the receipt but I did have the tag I had the bag I had the credit card I used to pay for it I even had the transaction history on my phone to provide information I needed was an exchange that's all from an extra small blouse to a small it wasn't that difficult but ****** decided to make it extra she decided to belittle me in front of other customers with a loud voice rolling her eyes and a smirk on her face stating that the shirt was worn I explained the shirt was not worn it was tried on at home since their store was already closing and it was being brought back to be exchanged for another size she was allowed boy status she was denying me my exchange because you could tell my shirt was it was used and that I didn't have the tag I said I do have the tag what do you mean I don't have a tag she just wanted to make it a purpose to say no I don't know what her problem was but I felt discriminated insulted and humiliated I asked her why can't you exchange it I asked her many times it's just a simple exchange for one item for another she completely disregarded the fact that she was being very rude and obnoxious and disrespectful and humiliating she said nope I can't do nothing with the smack in her mouth I was very upset and humiliated so I asked her for a supervisor she explained she was the only supervisor and she rolled her eyes again at me with another smirk in her face.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the night of Monday October 10th, I received a promotional advertisement from the company stating that I could purchase one graphic t-shirt and get 2 free. On the following morning, October 11th, I went to the website to search for the graphic tees to purchase but I could not locate the ones that were part of the promotion. I then did an online chat with a sales agent (*******) for assistance in finding the shirts. She informed me that the promotion I referred to was not active. I asked her why I received the email if the promotion wasn't active. She was not sure and suggested I forward the email to customer service which I did. The first response I received from customer service was that the promotion is indeed real but that it only applies to selected items. So I responded: to which items does it apply? The next response I received, on the same day, was that the 2-day promotion has come to an end. Clearly false advertising and blatant dishonesty. I want this company to honor what they said.

  Business response

  10/20/2022

  
  We have tried to call the customer to explain there were two days on the eleventh and twelfth when there was a special two day sale graphic tees were 60% off and not ****.
  
  We have not been able to reach the customer but have left **** and noted the account to assist with expedited shipping code.
  
  We would advise the **** is currently active and we have been trying to reach customer to assist with an order placement.  
  

  Customer response

  10/21/2022

  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

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Store is refusing to allow me to return/refund items I purchased online. I paid via a credit card through PayPal. I am protecting myself via a 3rd party vendor in such cases as a credit card leak and they are refusing me a refund. I have wasted gas money to go to the store and they refuse to refund my items. I have NEVER had to return items via mail when purchasing from this store and paying the SAME way.

  Business response

  10/26/2022

  Ext ref ******** JDA ********* Order date 9/25/2022 Status Shipped and posted $84.74 PayPal tender
  
  We sent the customer a free return label on 10/13/2022 which was used to return two items.
  
  The customer was refunded for the two items less the $7.00 return label fee refunded $67.15 on 10/24/2022.
  
  We have issued a credit in JDA ********* to refund the $7.00 return label fee so that the customer will be fully refunded on the two items.
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction made on Sep. 6. The bussiness provide me with email for the shipping and tracking number for order, however a couple of weeks after send bussiness sent me an email that states that my refund proccess was started. I didn't cancel the order. ********* failed to provide me a reason for cancelation until I contact them and they state that there was an issue with the shipping and that they cannot do anything about it except provide me a refund. I don't want a refund I want the products. I don't care if I get charged for it again.

*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. ↩