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Business Profile

Veterans Organization

Exchange Administration Office

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterans Organization.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:09/16/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This store offers shipment for supplies clothing and other items to veterans and people in the ******** and they did an update to their system and causef all kind of chaos to ******** families and veterans we have a ******** **** card that we can use at these exchange locations I placed an order for my birthday on ********* *** and did not see it ship out or go through I called into their customer service phone number and I was told they did an update and they're having problems and if I don't see it in 4 to 5 days it will drop off from my ******** **** card well it did not show up in the system and the charge dropped off my******** **** card these people went ahead 2 days later and charged the two items again after my husband went in and ordered it on his ******** **** card and cause my card to be charged when I told them I wanted to cancel it since it wasn't in the system make sure you note it to be canceled because my husband's going to go ahead and order it since his card seems to be working I spoke with a supervisor to do so low and behold they went ahead and put the order through two or three days later after it had fallen off and my card was charged and my husband's card was charged I called in to tell them I didn't want these things we had already ordered them on my husband's card they said they would cancel the ***** purse and the floor cleaner was already shipped but they would send a return label which would of course cause me to have to take it and send it back well now that I look at it they did not do a return label for the purse and it says the purse is not a returnable item well that is not my problem or my fault I don't want the purse it has alread shipped as I told them not to I want to send it back just like I'm sending back the floor cleaner due to their incompetence of rolling out an update that made their whole system crash now we have to go through these problems I want a refund now for that purse and it will be returned. The supervisor lied.

    Business Response

    Date: 10/10/2024

    Hello ****** * *******

     

    Thank you for contacting the Exchange Credit Program.

     

    This email is in response to the attached BBB (Better Business Bureau) letter that we received regarding the charges made on your ******** **** **** ** ***********************

     

    Based on the phone conversation that you had with Julia P****** (Customer Service Team Manager) and myself, we confirmed that a return amount of $154.01 was posted to your account on September 27, 2024. This monetary update will appear on your October 15, 2024, billing statement. Please review your charges and returned items to ensure everything is correct.

     

    As a courtesy from Ms. P******, you will receive a 10% discount on your next online order ********************* excluding Market Place items. Additionally, Ms. P****** provided you with her direct contact information to address any further concerns you may have.

     

    For purchases or refunds made at the local Exchange, please continue to keep a copy of your receipt for your records. You can always request to speak with the General Store Manager for assistance.

     

    If you have any questions regarding you* ******** **** account, please feel free to contact our Customer Contact Center at ###-###-#### or email ***********************

     

    We apologize for any inconvenience you may have experienced while resolving this issue.

     

    Thank you for your service and the opportunity to address your concerns.

     

     

    Sincerely,

     

    Collette S****
    Customer Response Technician

    Credit Program-Operations

    Army & Air Force Exchange Service

    ###-###-####

Exchange Administration Office is NOT a BBB Accredited Business.

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