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Business Profile

Clothing

Aéropostale

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Aéropostale's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aéropostale has 191 locations, listed below.

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      They have my return since 12/6 and are not refunding my in a timely manner. I cannot get a direct answer from them.

    • Initial Complaint

      Date:12/11/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      I did not receive my package or confirmation email or nothing from Aeropostale and they are refusing me customer service

    • Initial Complaint

      Date:12/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      I ordered some sweatshirts and it said it was delivered and never was delivered. I called Aeropostale they were very dismissive and dont want to refund my money or send me my items

    • Initial Complaint

      Date:12/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ordered $178.95 worth of pants from aeropostale. They came timely but did not fit. On November 20th, I attempted an online return with a label and instead was given a store return sheet. I called and after 33 minutes on hold, decided to chat (call time and chat all have photos). Was told that a return label would arrive in ***** hours. This did not come. I called again and chatted while on hold ******* told me it was best to send via **** so i asked for a label. She said "i dont have your ." and then i asked "what dont you have" and she said yes. I restated the question and she said yes again and disconnected. So, i chatted again and was asked to send a picture of the damage? There was no damage. I was eventually told that I would get a return label emailed within ***** hours. What i received was a tracking for my order was sent FROM them.....also from Tiyisha. The call picked up exactly 33 minutes after the call just like the first call. It's impossible.

    • Initial Complaint

      Date:11/29/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      I made an online purchase on 11/25. I was charged incorrect tax for where I live as I live out of City Limits, in fact the tax was incorrectly charged even if I did live within limits.I have emailed support 5 times and they keep giving me nonanswer and contradicting themselves with each answer each time but will not refund my overcharged tax. My tax rate is 3.7% (in City limits it is 6.7%). I was overcharged $2.95 in tax.Order Number: ************ Subtotal$264.75 Order Discount-$187.41 Shipping$5.00 Sales Tax$5.81 Order Total$88.15 They have used the excuse that their system automatically charges the tax but then their system is wrong and needs to be correct because the tax is incorrect across the board. Either way, I am still owed a refund for their error. I wonder how many other people this is happening to.Their site also hides the breakdown of costs on the invoice. I was supposed to get free shipping but there is no way to tell if I in fact did. Nor can I tell what the exact cost of each item is.

      Customer Answer

      Date: 12/24/2023

      Better Business Bureau:

      At this time, I have not been contacted by Aeropostale regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair 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.
      On 11/27, I was trying to order 2 items that equal $31.49 total. I attempted to pay, and the website kept spinning and not finishing. Then, it went to a screen that said, "Oops...Sorry there was an issue." When i logged back in, my cart was empty. I attempted the same thing, and I received the same error. The third time, it went through. About 20 minutes later, I received 3 emails, all with 3 different order numbers. I was charged 3 times for the same items. I immediately tried to cancel 2 of the orders online, but it was not available. I tried calling, but it said it was closed. I emailed for them to take care of before it shipped. I never received a response, so I called **************** in the morning on 11/28. After being on the line for 20 minutes talking in circles with the rep, I had to tend to my classes (I'm a teacher). I was able to chat online with someone. They informed me that it had already shipped, and I would have to contact the carrier to stop the order. They refused to give me a refund. I should not have been charged over $90 when I did not confirm this; to me, that is fraudulent. They claim it's a glitch in their system, so they should refund me. I'm assuming my only option is to return the items once I received them, but I should not have to do that, nor should I have money charged that I did not authorize. **Side note: Last time I purchased an item online there, they would not allow me to return it to the store. This is my other concern.

      Business Response

      Date: 12/13/2023

      the customer has already returned two of the duplicate orders. (************- Fulfilled; ************-Returned; ************-Returned; **********************Return refund processed on 12/10 for $62.86 ($31.43 x2).

    • Initial Complaint

      Date:11/10/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Placed an order with Aeropostale the courier delivered to the wrong address I went to the address to see if my package was there lady said she sent it back with *** courier but yet I received a photo where the package was left which was not my apartment, i called Aeropostale and they said it was marked as delivered I contacted *** and they were unable to locate the tracking number but Aeropostale customer service was able to pull up the item using the same tracking numbers

      Customer Answer

      Date: 12/05/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Aeropostale has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:11/09/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      July 2023 Order#******** ID:******** Returned 5 pairs of chino pants for exchange of size. Order was received at their warehouse July 31. Never received my exchanges so I requested a refund in September. I was told to wait 5-7 business days then **** business days. I still havent received my refund and each time I call or chat, I am given more extended wait time. I have documentation of conversations and an email confirmation that I will get my refund within the timeframe that was given, but still NOTHING. I would greatly appreciate any assistance with this matter!

    • Initial Complaint

      Date:11/08/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      I made a return to Aeropostale via mail and was issued a refund on 10/12/2023; however, the refund was missing an item. I purchased the same item in 2 different sizes and returned both. I forwarded the information to their customer service on the same day, 10/12/2023. I was told it was sent to their reconcern team and someone would reach out to me in ***** hours. On 10/18/2023, I emailed again as I never heard from anyone. After explaining the issue again, customer service emailed on 10/19/2023 saying they reviewed my order and I only ordered 1 of the items I returned, not 2, and they "don't understand how you return two of the same items". I ended up chatting with their customer service who sent me a copy of my invoice, which shows 2 items were purchased. I was informed on 10/19/2023, I would receive a refund 3-5 business days. After not receiving the refund, I reached back out on 10/27/2023 and was told again, it would be 3-5 business days. When I asked for an email confirmation of this, the agent told me "no". As of today, I have not received the refund I was told I would receive twice. Aeropostale customer has given me false information, lied when they stated they reviewed my order and that I did not purchase the item in question, and has stolen from me, as I returned an item and never received the money back for it. I continue to be told to wait 3-5 or **** business days with nothing on their end.

      Customer Answer

      Date: 11/08/2023

      Better Business Bureau:

      Complaint ID ******** has been resolved after I contacted Aeropostale again last night *** received the refund today.

      Sincerely,

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



       

    • Initial Complaint

      Date:11/07/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      On Oct 31st 2023 I placed an order for 4 pairs of pants totalling $111.11. As time went on I started tracking them because I wondered where they were. To my surprise it said they were delivered on Nov 3rd with a picture as proof of delivery. The picture was not my front door. There was no address, as in a apt number, in the photo either. I did contact the carrier but they just said it was delivered. But they didn't put the ** In my address. So I was wondering were it was actually delivered. I tried contacting ********* and got the run around. They first told me it was delivered, so sorry they couldn't help me. I tried contacting them again but I was told sometimes a package is marked delivered before its actually delivered..to wait 5 more business days! Then where did this photo come from if it's not actually delivered yet. This has been so stressful. I would just like my money back. I paid for a product I never received. I even told them I would contact the BBB if I had to which I just got hung up on for. My order number is: ************* I will attach a screenshot of my order.

      Customer Answer

      Date: 12/02/2023

      Better Business Bureau:

      At this time, I have not been contacted by Aeropostale regarding complaint ID ********.

      Sincerely,

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

    Aéropostale is NOT a BBB Accredited Business.

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