ComplaintsforAéropostale

• 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,
  
  *****************************
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I did not receive my package or confirmation email or nothing from Aeropostale and they are refusing me customer service

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  12/24/2023

  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. ↩