ComplaintsforAeropostale

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 2024, I visited an out of town Aeropostale store. I saw two colors of high rise baggy jeans that I liked. The store only the size for in the medium wash; which I purchased. The store did not have the super high rise light wash jeans in a size 6 (the size I needed) so the lady working told me that she could place an online order for the jeans to be delivered to my home address. I should have said no because there was several red flags. The first she was not focused on her job due to having her child at work with her. Second, she couldn't type in my general information such as address and my name. This took several attempts with her still misspelling my last name (which she stated that she would fix and did not). The lady ordered me a size 8 instead of a size 6. Once I received email verification of my order and realized that she had ordered an 8 instead of a 6, I immediately called the store. She took my phone number and stated that she would call me back (which she did not). Thirty minutes went by so I decided to call the store back that is when she stated that she was not able to cancel the order and that I should call customer service. I called customer service and spoke to a man. I told him what was going on; he then told me that my order had been cancelled. July 4, 2024, I received an email stating that my order was on the way. I immediately called customer service back. **************** stated that I should just disregard the email and in fact the order was cancelled. He also stated that the email was sent in error by the warehouse. The man also sent me an email showing an authorization reversal for my refund. I received the jeans in the mail today. I called customer service and I was told that I could send the jeans back (if I wanted my refund) and receive 20% off. Shipping fee cost more than that. So they want me to drive almost 30 minutes to ship the jeans. I asked to speak to a supervisor and I am still wanting for one to call me back.

  Business response

  07/11/2024

  Hi *****!

  Our team is so sorry to hear that your items were ordered in the wrong size at the store and that you were unable to cancel the order before it shipped out. We appreciate you taking the time to provide this detailed feedback and we're sorry to hear that you were dissatisfied with your experience. We aim to provide exceptional value and fast, friendly service, and are here to help address your concerns however we can. Your comments have been provided to our teams and will be used to improve our processes. After reviewing your order (*********************), we found that our customer care team refunded you in full for this item on 7/3, and we sent you a return label to mail the item back. You should notice a pre-authorization reversal on your credit card for $32.07. We encourage you to reach out to us directly at *********************************************** if you have additional questions or need further assistance. We're here to help! We hope you will give us another chance in the future. 

  Warm regards,

  **********

  Customer response

  07/11/2024

  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 feel as though this issue has not been resolved due to the fact that I cant  reorder the jeans for the previous cost due to price increase for jeans. Thank you 

   

   

   

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

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

  Business response

  07/12/2024

  Hi *****,

  We are sorry this issue has not been resolved to your satisfaction. We want to make things right! We are happy to provide you with a discount code for 30% off the jeans and a free 2-day shipping code. Please place your order online for the 90's Super High-Rise Baggy ****, making sure to select the 2-day shipping method using the promotion codes provided by email during checkout.
  If there is an additional price difference, please reply to the email from ********************************** with your new order number, and I will gladly refund you the difference in price.
  
  Warm regards,
  **********
  Aropostale ************* Coordinator

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up for their texts and emails and they send out coupons that have no stipulations listed on them but apparently there are stipulations. Huge false advertisement to get people to sign up

  Business response

  04/23/2024

  It appears order number ************ was excluded from the additional discount because the clearance items already had a 40% discount applied. As a courtesy to the customer, we have now applied an additional 20% off as our way of saying we're sorry for the disappointment this caused. A pre-authorization reversal for $27.44 has been processed, and the new order total is going to be $109.76. 

  Customer response

  04/24/2024

  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

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a clothing item in November and returned it in December. Aeropostale confirmed receipt of the item. My bank had fraud on my account and shut down all transactions to that account from the original card. Aeropostale attempted to refund my money but was not able to. My bank has provided a letter and I have provided my ledgers indicating I have not received their credit to my account. This has been going on for three months and they promised me a check on February 13th as indicated in my emails attached. They have not produced a check and are giving me the runaround with hours on hold and many phone calls. I wish for you to work with them to provide me a refund check in the amount of *****. Thank you.

  Business response

  04/08/2024

  An expedited check request for $22.96 was submitted to **************** on 3/29/2024. We have requested the check number and date the check is mailed to be provided to the customer once the check has been processed. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered an item online. They shipped the wrong item and I reached out via chat and theyre refusing to send me the right item. Stating their reshipment policy is unavailable. I paid for an item, they sent me the wrong one and want me to go to my local store to see if they have. Essentially doing their job for them. They did offer to send a return label for me to send back the wrong item but refuse to send me the right one. Terrible customer service. Non existing.

  Business response

  03/25/2024

  Our normal policy for handling wrong merchandise received would be to ask the customer to return the item for a full refund. The refund can then be used towards the purchase of a new item. Regrettably, the hat that was originally ordered (item 0094737266) is now sold out. We have refunded the customer in full via Klarna for this item in the amount of $12.12. It is not necessary to return the wrong item. The customer can keep the hat as our way of saying we're sorry for the disappointment this caused. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought $114.71 worth of items and returned all pieces and only got $81.94 back in a refund. Aeropostale acknowledged the issue and refused to give a direct refund due to supposed software changes.

  Business response

  03/26/2024

  We apologize for the delay in responding to this complaint. It appears we encountered a technical issue with the return refund because the customer had originally indicated only two of the four pants from order number ******** would be returned and the return label was created accordingly. ("Sure I'd like to return all items EXCEPT the skinny twill pants in navy and skinny twill pants in black.") However, the customer ended up returning all four pants. We have submitted a request to our finance team for a check in the amount of $32.77 to be mailed to the customer. The original order total was $114.71, and $81.94 was previously refunded, leaving a refund due for $32.77. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items October 24, 2023 and received an email stating they received the package. I have contacted Aeropostle by email, chat and calling them well over 10 times. They keep saying different things. First they said they will issue the refund to original payment. Then they say their system is down and can't refund through the bank. Then I am told they will issue a paper check, even though they sent a gift certificate to my email, which I never received. The next time they say they will send it to my bank within 5-7 days. Today they are saying they will not give me a refund because they already sent a gift card even though I never paid with a gift card and never received a gift card. They are giving me the run around and refusing to give me the money for the items I returned in October.

  Business response

  02/13/2024

  Hi-

   

  We can see that another order was placed and received using the gift card she received. 
  
  Order No - *************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yes I purchased some items for my son for Christmas kept majority of them. I made an attempt to return the items on two separate occasions because the store location isnt close to my home. I explained everything to a customer service representative she provided me with a *** label to return the items. Items were delivered on 2/9/24 I just had a representative agent by the name of **** who didnt read any notes tells me to read the policy and its my fault were his exact words. Sounds like they are trying to keep the merchandise and my refund.

  Business response

  03/13/2024

  We have initiated the refund  however three gift cards were issued automatically.
  Below are the gift card details ::
  
  Gift Card No : ****************
  Gift Card No : ****************
  Gift Card No : ****************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello! On Oct. 24, 2023, in the late evening, I ordered a pair of pants and a t-shirt from Aeropostale online. Total $55.62. I quickly confirmed the order and then realized that I had the wrong mailing address on the order. I had just recently moved to a new apartment! .. So I called the very next morning to ask them to send it to my present address but was told it was too late for them to do anything about it. I thought that was odd since it had only been 8 or 9 hours since I placed the order. I was told to contact *** to see if they could track my order but most likely I would have to let the package get delivered - to the wrong address!!??!! - and then wait for it to go back to the warehouse. ?!?! I did contact *** and I got an app for *** and still was told even they could not help! . Anyway, I never got the package after waiting about a month. I think I did an online chat with Aeropostale about this and then I called. I was told I couldnt get a refund back to my original form of payment because I used Apple Pay but that they would process a refund check that could take a few weeks to get to me. Within a few hours after that, I received two emails with gift cards (?!) equal to the amount of my refund. I called again - I didnt want gift cards, just a refund check. Again I was told it was coming and would take a few weeks. .. It is now January 18th and AGAIN - now via email, I am being told a refund check is coming and that i was sent gift cards as a refund. What?? I just want the check, please. $55.62. This should not be hard!! ORDER # ************ The *** tracking number was ******************

  Customer response

  02/12/2024

  At this time, I have been contacted directly by Aeropostale regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] I waited three weeks - they asked me to wait that long after my last email - and then I sent ANOTHER email asking about my refund check.  They replied on Feb. 8.  Once again they assured me it is coming.  I do not believe them.  I have been waiting since November 2023 and it is now February 2024.  This is the third or fourth time they said its coming. Each time they ask me to wait three weeks and they say its coming.  Its ridiculous.  All this so they can keep my $55.62???

   

   

   

   

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

  Sincerely,

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

  Business response

  03/25/2024

  We have submitted an expedited check request to **************** for a check in the amount of $55.62 to refund Aeropostale order number ************. The check will be mailed to: *************************, ***********************************************************************************; *****. The refund had originally gone back to an Aeropostale gift card, which the customer is free to keep as our way of saying we're sorry for the delay. 

  Business response

  04/16/2024

  Check number ****** mailed to ************************* 4/11/2024; $55.62. (see attached check)

  Customer response

  04/17/2024

  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.

  I just received the check today!  Six months after my original request but its here!

  Thanks, everyone.

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

  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased jeans that were on sale for $25 to get free shipping, I had to add another item for five dollars which made me purchase a **shirt that I really didnt care to have just to get free shipping.They remove $27 out of my account The jeans were marked down with the 15% off promo code I use combine with the sale which allowed the jeans to be $18 and the **shirt being nine dollars The order went through the item was never specified that it was unavailable Money was removed out of my account **************** is refusing to give me a credit or promotion code towards my next purchase Theyre claiming the jeans are now unavailable and the **shirt is on the way Their also claiming that they never placed a hold on the $27.00 and that they only placed a hold on the $9.00 I do not have the jeans nor my refund I feel like they should complete a full refund and give me a credit for the jeans and free shipping for the inconvenience

  Business response

  01/22/2024

  Tell us why here...Brand: Aeropostale
  Name of Customer: ***************************
  Order Number: ************
  Type of purchase: online
  Issue with notes: cx only wanted the jeans and not the shirt,she just bought it to get free shipping//they cancelled the jeans
  Action Taken: item SKU ********** is out of inventory//offer appeasement for shipping charges as one time courtesy for the inconvenience
  Type of Appeasement: free shipping
  Amount Appeased:$5.00
  Item Details :Flex Effects High-Rise Jegging
  Tracking Numbers: 
  SKU Numbers:**********

   

   

  Customer order two items only received the t-shirt, she was mad because want the jeans and not the t-shirt, explained that she was charge only for the t-shirt, she does not want the t-shirt, offered her a free return shipping label, she was mad because she does want to go out and sent the t-shirt back and she said she will go to the BBB for this and hung up on me. 

  Customer response

  01/24/2024

  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 DID NOT RECEIVE A REFUND 

  I AM STILL AWAITING A REFUND OR MY MERCHANDISE 

   I HAVE ATTACHED ALL TRANSACTIONS FROM THE MERCHANT 

  AND THERE IS NO CREDIT APPLIED

   ONLY PURCHASES REFLECTING ON MY ACCOUNT 

  THIS BUSINESS HAS STOLEN MY MONEY AND DID NOT PROVIDE MY MERCHANDISE 

  Due to Aeropostale not refunding my money to my account has caused my account to go into a negative 

  I was expecting my credit to cover something which my credit was never applied and now I was charged a late fee 

   My account is reflecting a negative due to fraudulent behavior with this company 

   

  how can they keep both my money and my merchandise. They need to choose one 

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

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

  Business response

  01/26/2024

  We will need a full copy of the return receipt in order to research.

   

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have been a long time customer of **********************. I have been placing orders online for years with no issues. I am disabled so I am not always able to get to the store. My last online order was this past September 2023. It was an online order. Now, I tried to place an online order for Black Friday, the day after Black Friday, and again today. The orders all of sudden will not go through. It keeps saying order not placed, go back to billing details. I called my credit card company and they assured me there were no issues with my credit card. So I tried to place order again. It still didnt go through. So, I tried a different credit card and it still didnt go through. I called customer service and got the run around. I mean Im 54 so I know how to shop online. I also noticed that my order history has been erased. I am really upset because its almost like theres a black on my account but I have no idea why. I mean I get regular emails from them and my email and password works. I would like to find out whats going on!

  Customer response

  01/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Aeropostale regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

*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. ↩