ComplaintsforAéropostale

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Aeropostale online on the 23rd of August 2022. I received the shipping notice the next day and found that the mailing address is incorrect. Apparently, when I used PayPal as a payment source, Aeropostale pulls the billing and mailing information from that and not what I manually entered. I have called them repeatedly on trying to get them to contact *** to void the shipment and have it return to sender. The only response I have gotten repeatedly is that I have to contact *** and give them the tracking number to have them cancel and return to sender. I called *** as well (no worries ***, you will get a complaint as well) and I was told by *** that I have to contact the shipper (Aeropostale) to have them void the shipment and have them request for return to sender. This has been going on for 3 days now and I am tired of this going back and forth nonsense. Aeropostale need to get their business in order when it comes to how they run their website, their customer service line, and all around teach their employees on how to process things correctly. After being told by the customer that they have talked to *** 3-4 times to try to resolve this and being told that it has to be done on Aeropostale side to cancel shipment but totally ignoring it is horrible. Their process is horrible and never ever are they going to get a cent from me. I have worked in customer service field for as long as I remember and I would never, EVER, give my customers the run around like they have to me. My kids love the store and will be saddened to find that we will no longer go there.

  Business response

  09/13/2022

  Hi,

  This particular customer  placed and order 08/23/2022 Ext ref ******** JDA ********* Order date 08/23/2022 status shipped and posted $54.88.
  

  The customer contacted us on 8/24/2022 5:25 PM to change the address which we were not able to do as the order had already shipped. We were also not able to reroute the package as it was shipped *** Smartpost and *** turned the package over to **** for final delivery (**** no option to reroute).

  The order is at the post office and will be returned to the warehouse if not picked up by 9/13/202.

  The customer placed a replacement order on 8/24/2022  Ext ref ******** Shipped and posted Delivered 8/28/2022 by **** tracking **************************: Your item was delivered at the front door or porch at 12:26 pm on August 28, 2022 in LEBANON, ** ******

  We have refunded the customers order Ext ref ********  on 9/12/2022 (today) RID ********* for $54.88 the customer should see the refund back to their PayPal account (PayPal can take 30 days or 1 billing cycle to reflect on PayPal account).

   

  Thanks,

   

  *************************
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to do a return on an item but my card wasnt accepted because its not the same number but because my old card was frauded

  Business response

  08/04/2022

  Hi,
  
  The guest is welcome to return and we will process it. 

   

  Thanks,

   

  *******

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My order number is ***********. I received an email on July 5 that my return was processed because I sent back a shirt that was damaged. I chatted with a representative online before I sent back the damaged item. I was told by the representative since the item was damaged, the fee for the return label wouldnt be deducted from my refund. I was issued a refund of $2.99, and in the email it states a fee of $7 was deducted from my refund for using the return label. I have contacted Aeropostale three times since the return was processed and was told the $7 would be credited back to my PayPal account and it hasnt been. The shirt was damaged so I shouldnt be penalized for using a return label when the shirt was sent in poor condition.

  Business response

  07/21/2022

  
  We have issued a refund for  the $7.00 return label fee so that the customer will be fully refunded $9.99. We have also processed  credit to refund $5.00 freight charge on the original order.
  

  Customer response

  07/22/2022

  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

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order at Aeropostale.com on 01/02/2022 @11am order # ******** total amount $136.75 this includes $25 for over night shipping my order says per tracking it was delivered on 01/04/2022 however I didnt receive it this business refuses to refund my order as well as do a lost shipment claim with the carrier which is *** instead they want me to commit fraud by disputing charges with my bank I would like the bbb to put this complaint in so its on record what type of business consumers r dealing with I am requesting a full refund

  Business response

  01/05/2022

  
  Ext ref ******** JDA ********* Order date 01/01/22 Status Shipped and posted 01/02/2022 $136.75. 
  
  This order was denied refund for order not received due to the order shipped in full and was delivered by *** tracking ****************** Delivered On Tuesday, January 04 at 1:58 P.M. at Residential.
  
  We also confirmed with the customer the address is *** as shown in the delivery tracking information and not *** ** as shown on the order.
  
  The customer also was previously refunded for order not received on Web order ********* JDA order ********* Order date 02/04/2016 Status shipped and posted $68.00  
  Refunded on  ********* on 2/10/2016    
  

  Customer response

  01/07/2022

  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:

  [Your Answer Here]

  I wasnt even living at the address in 2016  

   

   

   

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

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

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for Christmas on 11/30/21. It said it was delivered to me, however I have security cameras and can confirm it was not delivered to my residence. So I call and then send a replacement order but out of 8 items I ordered, only 5 items were in the package. I have never been refunded for the missing items and calling in and speaking with someone has been a nightmare. Worst experience ever will never shop from their website again. ******** order number.

  Business response

  01/06/2022

  
  Shipped by **** tracking **************************  Your item was delivered at the front door or porch at 1:08 pm on December 9, 2021 in *******************.
  Customer contacted 12/15/2021 for order not received  a reship order was processed.
  *** ********** Order date 12/15/2021 Status Shipped and posted 12/17/2021
  *** tracking ****************** Delivered On Tuesday, December 21 at 1:10 P.M. at Front Door
  
  One item not available to reship was credited on 12/30/2021 on *** ********* $10.23.
  
  On the reship order only 5 items of the seven were available and shipped.
  We have submitted and processed a refund/credit for the two items that were not able to be reshipped.
  Request ID ******** for $21.74.
  Tell us why here...

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an online order on 8/14/21 with Aeropostale clothing store with partial payment of $35 gift card and remaining debit card. I decided to cancel the order 2 months later on 10/16/21 due to product not being available. I explained to the 1st service rep to credit my debit card completely because I no longer had the gift card. I waited patiently for several weeks, my debit card was refunded for only the amount that was charged. I emailed back and again explained why the gift card needed to be refunded to my debit but the 2nd service rep insisted I take the promotion codes and she split the $35 into 2 promo codes. So I then tried to use the promotional codes and their online orders only allow 1 promo code per order. I was not going to be forced to place 2 separate orders and pay double shipping when I originally had a gift card. So for the 3rd time, I emailed again and the 3rd service rep told me she couldnt help and I needed to call customer service. By this time it was 12/23/21 and I called and spoke with ******* (4th service rep) and she said I should have been given and e gift card immediately so she escalated my ticket to another ***** I requested her to send me an email of this transaction but again nothing was done. So about 6 months later, no clothes, and Aeropostale still has my $35 that is still owed to me.

  Business response

  01/06/2022

  
  We have devalued the gift card sent to the customer for $35.00 and have manually refunded their credit card for the $35.00.
  
  We have called the customer with no answer but have left voice mail advising about the devalue of the Gift card and refund of $35.00 to their credit card.
  
  We will try to reach the customer again, have noted the account, and will provide an appeasement when we contact or if customer call in.
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 pair of relaxed jeans in a size 32 waist and 34 inseam. One was a light blue and 1 was a vintage dark tent dark tent the vintage dark tent was $15.99 and the relax light blue was $14.39 which came to a total of $32.51 I received the items that items looked nothing like they were advertised they fit nothing close to what size they should be in the waist they look as if there from some **** style **** bottoms relaxed pants or not baggy or loose to that extent It is horrendous the item is defective the correct size is too large the size is different from the order the item does not match description match description.They are unjustly trying to charge me $7 to return the item with a pre authorized postal label. They have no reason to charge me for an order that was completely wrong completely wrong completely wrong completely autocharacter and being a former client on numerous occasions I feel greatly insulted I have no desire to order from them in the new future because of this and it's the treatment of me as a former client that is also unfair.

  Business response

  12/21/2021

  Customer has been contacted and issue resolved. 

  Customer response

  12/27/2021

  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

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I barely know where to start. This has been a nightmare. My mother wanted to get my daughter (her granddaughter) A gift card for $100 from Aeropostale. Since shes not good with doing it online, I told her I would do it for her. Since I did not want my daughter to get the gift now, I use one of my email accounts to send it to another one of my email account so that way I can just print it out and give it to my mom so she could give it to my daughter. However, when the email was sent to me it did not work. The email was also below says click here to see your gift card. When I do that it asked me to plug in my Email address and when I do it did not work. So through Aeropostales online chat I found out that the email address that was associated with the gift card was not mine. It has never been mine. However I typed it in to the gift card email to see what happened. When I did, It opened up the gift card online but show there was only $27 on it instead of 100. The people online and then on the phone with Aeropostale and Coinstar did not seem to understand what I was telling them. They kept telling me that my daughter mustve used it. They did not understand that I sent the gift card to myself even though it said to ****** who is my daughter so that way I could just print it off and give it to her. Then they tried to come up with every way that I used it. I have the email that shows where I had the gift card sent to. But then I also have two emails showing two different email accounts it was sent to? Which makes no sense. Something was hacked my money has been stolen and I need either $100 back or the hundred dollar gift card that I originally purchased. I have all emails documenting this. You see email tht shows I bought it and send to ********************* Then two more emails showing it was sent to ******************** (WHICH IS MINE) and to ******************** (WHICH IS NOT MINE AND NEVER HAS BEEN). The card someone got associated with the wrong email

  Business response

  12/08/2021

  This customer received a replacement gift card.

  Customer response

  12/09/2021

  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

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/26, I placed an order for some clothing items (order #: ********). I never received a confirmation email, so I chatted online with Aero a few days later to check on its status. I was told to call the contact center because the order had been suspended for insufficient funds.That evening, I reached out to Aero's customer service team twice to get this problem resolved. I spoke with two different representatives who both reiterated the notion of insufficient funds. I was baffled by their explanation. I paid for the order with a $75 gift card and my total was only $66.17. That same gift card now has a balance of $8.83, which is the precise difference between those two amounts (see attachment). This means that Aeropostale has deducted the $66.17. Yet, my order is being held. After consulting their supervisors, both representatives advised that they would escalate the issue so that the suspension could be lifted. I was given a 24-hour timeframe. They indicated that I would receive an email or phone call today to confirm my order's release. That time has come and gone, and it is still suspended. So tonight, I called your customer service team once again. I spoke with yet another representative who conferred with her supervisor. She returned to the line to inform me that they are unsure why the order's still suspended. She also said that it should've been released within the 24 hours, but was being reviewed by your Brand Specialist team. This is outrageous. I purchased some gift items using a valid gift card (secured from **********), and the order is being held indefinitely for fraudulent reasons. Not to mention, no one seems to know how to get this cleared. Please either release my order immediately for shipping, or cancel it and immediately refund my gift card (I cannot wait 3-5 business days for those funds to be returned). Thank you for your prompt assistance to this matter. I look forward to your response.

  Business response

  12/06/2021

  The order 4 of 6 items ordered were delivered today 12/06/2021.
  
  *** tracking ****************** Delivered On Monday,December 06 at 11:58 A.M. at Front Door
  
  As an  appeasement the customers Gift Card was revalued and the four items were shipped at no cost to the customer. 
  
  We have tried to contact by phone and have left a message with his grandmother and have also emailed the customer advising about the shipment and GC revalue.
  

  Customer response

  12/11/2021

  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

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an order at aeropostle. Com on 5/19/21 order number ******** for $ ****** but they were out of two items and refunded 16$ to my card. So the total of the purchase after that was 110$ and change. I never received this shipment although it says it was delivered. I have called numerous times and been told they would reprocess my order and ship it within a few days or if they were out of the items i purchased would refund me immediately. I have been battling covid since the end of may so i have had an extremely hard time and being taken advantage of and lied to on multiple occasions and had my money taken but haven't got any of the items I payed for. It's completely unacceptable and every time I have called i was told what i stated above up until last Friday. That day all of a sudden (although the night before i spoke with *********** thru the online chat option and was told what i stated above once again and that i would have a confirmation email by the end of the day which i never got) but friday all of a sudden i call to check the status since i never received any email and the customer service representative tells me there is nothing that they are going to do. Im just out the money. I asked for a supervisor which ive also done multiple times but when they try to transfer my call noone has ever picked up and no voicemail. So like i have done numerous times before I asked to leave my phone number and have a supervisor call me back but noone ever has until today. Today I got a call and once again the customer service representative (not even a supervisor) called and informed me they would not be fixing this situation. That i was just out the money because its been too long. I can't help how long it has been because I have been calling for a long time and being lied to. It's not my fault the company has taken since mid may and still not resolved this issue. Also a few days ago my online order history status changed to being processed

  Business response

  11/23/2021

   Order date 5/19/2021 Ship date 5/20/2021 Status Shipped and posted.
  
  Two items were OOS and not shipped/charged.  
  
  The customer did not contact us until 11/16/2021 we cant track orders over 120 days so we have no delivery information. 
  
  We have a 60 day return policy and customers must contact within 60 days of order placement for order not received, exchanges, order returns.
  
  The customer waited six months to contact us and a reship or refund was denied due to way past return period timeframe.

   

   

  
  

  Customer response

  12/01/2021

  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 do not agree with the response. I contacted aeropostle way before they claim i did. I was told that my order would be processed immediately and sent to me or if the items were not available i would be refunded. I was yold this in November four different times alone so if the company is trying to say i didnt contact them until November(which isnt the case i started contacting them in june) why was i promised ny order would be shipped or a refund immediately four different time just in the beginning of November if they never planned to give me the stuff i paid for? I spoke with *********** in the online chat option a few weeks ago and another representative over the phone the next day and was told id get my shipment or refubd immediately but two days later i called again bc the company failed to contact me back numerous times when i lef messages for supervisors. They failed to do anything except take my money. Yes they did credit my card for two items they were out of that i paid for and I saw the chargeback on my card so i called in may and asked why qnd they told me that they had ran out of those items. Even that day i asked about my shipment and was told it should be delivered any day now. I did not wait 6 months like they are claiming. This is the worst customer service ive ever experienced in my life and i can't believe that this company is treating me like this when i am a customer of over 20 years. Clearly loyal customers mean nothing to this company. Im being ripped off and I am being cheated. I contacted customer service multiple times about this situation and i was lied to . When i look my order up on the website it says being processed but the company says that it is not that they aren't going to send me the items i paid for or just refund me so i can move on and never buy from this company again. I really believed in this company and im out $ 110 and im heartbroken that my favorite brand is a total rip off. I appreciate the better Business Bureau looking into this for me and i hope this can be made right. Thank you

   

   

   

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

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

  Customer response

  12/03/2021

  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: The business has failed to provide the items i paid for or a refund. They are saying they will not do anything. Despite the fact that i have contacted the company multiple times since the order was made and paid for. I was promised one or the other by multiple people i spoke with just a few weeks ago. So if they never planned to make this right why was i told different? Also I was told the same things by numerous csrs . I didn't get my order simple as that and i paid for it. If I waljed into a store and made the purchase I certainly wouldn't go to the register pay for the stuff and leave without it. So why should this be any different? And you can't just promise your customers the same thing over and over again that my order will be shipped or I will get the refund and then turn around and not do a thing and tell me that you're not going to do anything. I mean if the company plans to do nothing then when I called in all the time and I'm sure you've been told that from the start Electronics time and time again that it would be immediately take care of. So no I do not accept the company's response stating that they will do nothing. I'm not sure when it started to be okay to take a customer's money and not give them their order. And also just get away with that. I did call you in June or it might have been the end of May I called so many times now but anyways I called in because I saw the charge back on my card and yes I was informed they were out of two items but that still does not take care of the problem at hand. Thank you for your time

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  12/13/2021

  We considered this matter closed. 

*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. ↩