Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Out of four orders, I have been successful only with one the first two orders were delivered to the wrong address and someone was allowed to go in the store with no identification and return the order when I went into the store the clerk let me know that it was someone not of myself who came in and returned my order. I tried to get a refund for that, and I was only received a partial refund, after that, I placed two additional orders of which one of the orders was supposed to be of six pieces and I only received one jacket after trying to explain to them that the arrow was on the behalf of the store and not the shipper they did not want to hear me out whatsoever and I have proof that I was only shipped one item because the packaging label states that the package was only 6 pounds and it would be impossible for two jackets and five shirts to weigh only 6 pounds But they were adamant that it was the shippers fault. You cannot get a clear response from anyone at this company. The call center is placed somewhere in a Spanish-speaking country and the language barrier is horrible. You cannot get through. I believe that This is predatory practices. They will take your money in a heartbeat, but they will not help you do anything to resolve the matter or even replace the items I was more interested in being the items replaced. they are not willing to Do anyone. I have been promised a refund on my first two orders and a refund for the six items that was missing from out of my fourth order. I have not received anything from them. I have not received my money and all I have received from them were emails deflecting and blaming the shipper. They have not done anything to resolve this matter and it upsets me because I purchased these items off of a gift card and I cannot dispute it with my bank so that leaves me at a loss. I am a single mom with five children and I was only trying to buy uniforms for my kids for back to school. This is a major loss of over $209 dollars

  Business response

  09/03/2024

  Hi *****,

  We're sorry that you have not received your recent orders and that our customer care team did not resolve your concerns to your satisfaction. We make every effort to accommodate our customers while adhering to our stolen order policies and procedures. We thoroughly researched your purchase history with our company and located many orders that have been placed using multiple gift cards. We appreciate your support of the Aropostale brand and are sorry two of your recent orders were stolen and a third was missing an item.

  After reviewing your account, I found you were refunded in full in the form of three gift cards on 8/6/2024 for your order (AOEC28454125). These gift cards were emailed to your email on file that was associated with this order. After checking your billing and shipping address and comparing this information to the tracking numbers of your stolen orders, we found these orders had been delivered to the 'Office' of your billing address. The other stolen order was returned in your name to your local store, and a gift card for $78.12. was issued at the store. As a one-time additional courtesy to you, we have processed a request for a new gift card in this amount to be emailed to your email on file in the next 3-5 business days.

  In addition, I have processed a no-cost replacement order for your missing jacket from order AOEC28544439. Your new order number for the missing Chicago Bulls Bomber Jacket is AOCC11588, and we have expedited the shipping on the order to your alternate address at your apartment. Please make sure to place future orders here, as the orders that were delivered to the office of your billing address appear to be at risk for theft. 

  Please keep in mind that we will require you to file a police report before we can refund any future stolen orders.

  We always want our customers to feel confident about their purchases with us, and we welcome you to contact us directly if you have additional questions or concerns.

  Sincerely,

  **********

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Sparc Group owns ****** Brothers. On 3-4 occasions this year I have ordered ****** pants and each time they have been identified for 2 business day delivery. Each time it has taken 4-8 weeks for my order to arrive. Each time I reached out I was given a different story to finally be told they are not stocked at the warehouse and this is the delay. No customer should have to wait 4-8 weeks for a simple order of ****** to arrive. This is not the level of customer care that ****** Brothers is known for and it is ethical corruption to take orders for items identified as in stock when in actuality may not even have been created yet. This practice must stop.

*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. ↩