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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

Find a Location

Aéropostale has 191 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Aéropostale

      112 W 34th St Fl 22 New York, NY 10120-2400

    • Aéropostale

      1371 Broadway New York, NY 10018

    • Aeropostale

      301 Mount Hope Ave Rockaway Townsquare Mall Rockaway, NJ 07866

    • Aeropostale

      6401 Bluebonnet Boulevard, Suite 2186 Baton Rouge, LA 70836

    • Aeropostale

      2400 Tanger Boulevard, Suite 158 Gonzales, LA 70737

    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:08/16/2023

      Type:Service or Repair 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 placed a online order on 8/8/23 receive the order and noticed the shirts where to big and wasnt up to par with quality. On 8/13/23 I took the shirts to the store in cedar hill was told to contact customer service for a return label which they charge $8 for.. I called got hung up on, so I chatted I was told the label would take 24/48 hours to be emailed.. after 48 hours I called the home time was over a hour. I chatted again with someone by the name of *********. She was very rude then told me to wait another 24/48. I asked for a manager she ignored that request over three times.. Im trying to send these items back and never do business with youll again.

    • Initial Complaint

      Date:08/14/2023

      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.
      I placed a order on August 3rd, i never received an email to confirm my order i contacted the store august 9th they gave me a tracking number on august 10th the order was delivered, but when i opened the package it was not my items i proceeded to contact the store through chat first after over a hour on chat there was no resolution, so i decided to call over a hour wait for the phone to be picked up and the line went dead so again i tried again and same thing happened so no resolution. i have someone else's order and can't get in contact with this company at all.

      Customer Answer

      Date: 09/08/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/14/2023

      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.
      I visited the *************** location in ***********, ** ***** on 8/10/2023 at 7:41pm and made a purchase of 2 jeans and 3 hair clips. The jeans were buy one get one free and the hair clips were buy one get 2 free. My total being $79.98. My daughter tried the jeans on when we got home and discovered the black pair did not fit like the blue jeans pair. She had already removed the tags but put the black pair along with the loose tags back into the bag so I could take her to return them the next day. After I got out of work on 8/11/2023, we visited the same location to return them at 7:50pm. The associate who helped me took a quick look at them and then walked away without saying anything. She returned after a few minutes and told me that she could not return the jeans. I asked her why not and she said they were worn. I told her no they are not, thats how **** sold them to me. She then called the manager over, which ***** then came over and asked what was the issue. I explained that I wanted to return the jeans because they did not fit my daughter. She opened the jeans and started pointing out creases and saying the waist band was worn. I told her no maam thats how they were sold to me. She basically called me a liar and embarrassed me in front of other customers and associates. I told her who I work for, to let her know I know what customer service is and she said well this is not that company. She was very condescending and rude. She could care less. Now Im out $30 dollars with this economy and its high prices and will never shop here again! Please be aware people and dont shop here! The manager doesnt care and the company doesnt either. I also called corporate and was on hold for 30 minutes before anyone answered and at that they are outsourced, so it definitely does not help. ***** is the worst manager and definitely does not have any customer service skills! Stay away from this store yall!!

      Business Response

      Date: 08/15/2023

      I am currently in communication with ***** (Customer) and have offered a free return label so I can personally process her refund.

    • Initial Complaint

      Date:08/14/2023

      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.
      I made an online purchase at Aeropostale on 7/22/23. They charged my account the same day and received their money. They sent shipping confirmation the next day. After 2 weeks of waiting I tracked the number. This only kept postponing the estimated delivery date awaiting pick up . On August 12 2023 I called *** and they told me they never received package and said I should contact the shipper because they did not receive the package. I then attempted numerous times (spending a good 2 hours on hold for customer service) without anybody answering. I tried calling a corporate number without being able to leave any kind of message and then I tried a live chat. This was really made me think something fraudulent was happening because the live chat would only proceed if I joined a membership. After about 5 hours I finally found another chat option on Aeropostale.com and their response to finding my order number wassorry we are updating our computer systems and unable to resolve your question. Please try back in ***** hours. I even tried to cancel order with mo resolution , they just gave me same response that computer system updating. If their computer system is updating how are they receiving more orders?

    • Initial Complaint

      Date:08/11/2023

      Type:Delivery 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.
      I returned order ********- 5 pairs of khaki pants due to the pants being too big for my daughter. I reached out to customer service four times to check the status of my refund. I used the *** label given to me. Tracking shows delivered 8/1 to the returns address. After waiting ***** mins for **************** they keep disconnecting the call. This business now has my order and money. Im not able to speak to anyone and want my refund or order back. Date Ordered: 07/19/2023 9:24 PM Order Status: Shipped Order Number: ******** Order Total: $134.16 Return information Shipment Details Tracking Number ****************** Service *** Ground Weight **** LBS Shipment Category Package Shipped / Billed On 07/29/2023 Times shown are in Local Time ChangeTime Zone 08/01/2023 11:37 A.M.Delivered **************, **, ** 08/01/2023 8:45 A.M.Out for Delivery **********, **, ************* 08/01/2023 6:21 A.M.On the Way **********, **, ************* 07/29/2023 6:22 P.M.Label Created ************* Times shown are in Local Time ChangeTime Zone 08/01/2023 11:37 A.M.Delivered **************, **, ** 08/01/2023 8:45 A.M.Out for Delivery **********, **, ************* 08/01/2023 6:21 A.M.On the Way **********, **, ************* 07/29/2023 6:22 P.M.Label Created *************

      Customer Answer

      Date: 09/04/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 09/06/2023

      Our online customer service department has processed this refund.

    • Initial Complaint

      Date:08/10/2023

      Type:Product Issues
      Status:
      Unresolved
      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 purchase for ***** on 7/30/23 at 6:10pm from the Aeropostale website for school uniform shirts. I never received detailed shipping information. After checking my online account, a notice was posted that the items were returned to sender on 8/3/23. I inquired on 3 different occasions in the online chat service agent. On 8/10/23 agent ***** told me that I had to wait until the items were received at the warehouse to be issued a refund, when I never received or returned them in the first place. I have attempted to contact an agent on the ************** phone line twice with no one ever taking the call. I was told to receive the product I originally ordered I would need to re-order, making an additional out of pocket expense. I was also told to track the order myself to know when the refund would arrive: ****************** I am a single parent in financial distress. I need a full refund as soon as possible so I can provide school clothes for my child.

      Customer Answer

      Date: 09/05/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 09/06/2023

      Our online customer service team has processed this refund.

      Customer Answer

      Date: 09/07/2023

      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:

      Refund was never received for the full order. Only half of the order was refunded, although it was supposedly shipped together.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/07/2023

      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.
      Bought a pair of Jeans from aero store in July 2023. Washed the jeans and the size shrunk. It was small for me to wear. I complaint to customer care and they emailed me to go to the store. Went to the store and store said they cant do anything it upto the corporate. Sent few more emails and response was please leave a feedback on social media. We are very sorry. Worst customer service in any ****************

      Business Response

      Date: 08/29/2023

      ******* from the corporate customer service department has sent this
      customer an email last 08/10/23 - still waiting for a response and hopefully we can come up w/ a resolution.

    • Initial Complaint

      Date:08/04/2023

      Type:Service or Repair 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.
      In placed an order July 21, 2023. Its lost between *** transferring it to ***** *** will not take claim or research because they say its transferred. **** will not take a claim because they have not received it. I called *** and **** in in addition to calling. I contacted aeropastal and they keep telling me to call their shipper venders despite what I have already stated above

      Customer Answer

      Date: 08/28/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair 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 25, 2023 Order placed through *************** Order #********, a hold of $52.33 on my credit card July 27, 2023 shipping confirmation received via email.July 30, 2023 order shows up that I did not even place. Charged $90.67 Never received order I placed on July 25, 2023.Monday July 31 2023 Called customer service, was told they are doing a system reset and to call back Tuesday Monday went to actual Aeropostale Store in the closest mall to return items I was charged/received but never order. Employee wouldn't return items. Said I had to call **************** Monday July 31, 2023 evening, contacted online chat....was on hold for 30 minutes and eventually told they could not help me Tuesday Aug 1st, Wednesday Aug 2nd, Thursday Aug 3, called customer service, was on hold 40 minutes everytime...had to hang up, could not wait that long. Reached out to a representative vial chat online and was told they need ***** hours to try and resolve. Left me phone number and have heard nothing. Want both $52.33 and $90.67 refunded via a check mailed to me.

      Customer Answer

      Date: 08/28/2023

      Better Business Bureau:

      At this time, I have not been contacted by Aeropostale regarding complaint ID ********. I have called customer service daily, sent email after email after email.  They stated they were escalating it to a team member and I would hear within 72 hours.

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2023

      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.
      My order was placed on 7/18/23, order showing processing on website as of 8/1/23. I receive a package with only 3 shirts, out of the 14 items I ordered. I thought I had a partial shipment and was awaiting remaining items. I checked the website and the order was still showing processing. Past delivery dates showed 7/31, 8/1, 8/2, 8/4 and now 8/5. Aeropostale customer service says to check tracking but they did not include a tracking number on the shipping email. First call the customer service representative said she didnt see a tracking on my order either and that shed open a case and escalate the matter and someone would call me within 24 hours. No call ever received. Ive called 7/28, 7/29, 7/31, no response. On 7/29/23 I had to drive 1.5 hours to purchase childrens clothing due to non delivery of the remaining items. I exchanged 2 of the 3 shirts in store for different colors and purchased more shirts and a 2 pair of pants since none of my kids bottoms came in. School begin 8/1/23. On 7/31 I spoke with a rep and she would not not allow me to speak with a supervisor, stated she was trying to find one and because there wasnt any available. I finally spoke with a supervisor after 4 calls snd being on the line over an hour and she stated shed call me back in an hour and she assured me this would be taken care of as the system was going through updates so she couldnt check my order. Still no call or response. I finally checked *** website to see if there was a tracking number after speaking with supervisor and saw the package said delivered and the tracking showed my package was 10 lbs. along with a picture of the little bag that only contained my 3 shirts. Check Aero website again the order still showing processing with a delivery day of 8/5/23. Im very dissatisfied and just threw away money over$250 spent on nothing. With an additional $80 spent in store to get my kids through the first 2 days until remaining items come in, which still has not.

    Aéropostale is NOT a BBB Accredited Business.

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