Complaints & Reviews

bad customer service / changed

I went to order online with my cc, and it said it didnt go through. I was trying to take advantage of the sales for labor day. I checked my cc balance and it stated that the money was taken so I contacted aeropostale. The woman at customer service apologised and told me that my cc company denied the paymnt, and to call them . So then I called my cc company who informed me that NO they hadnt denied it, that they approved it and that because aero had denied it, that my money would be on hold for whatever amount of time aero holds onto it for. So I called Aero back, they said...OOPSIES yes we have held your money but it will be released in 5 days.. This was not good for me because by the time I would get my money back, not only would aeros labor day sales be gone, but so would any one elses that I may want to take my business to instead(such as old navy, jc penny and or GAP). So I emailed customer service and they said they would release the money in 1-2 days... I sent back the info and low and behold they didnt release my money. I called aero back on that tuesday after labor day(as i just got my money back that day...the day after the sales ended) as they were unreachable over the weekend( not sure if employees had off or the phone was really busy but after 2 hours of wait on speaker phone I gave up). Any way So the teusday a rep told me there was nothing I could do but they would be having free shipping untill Septemeber 16 and at least I would have that discount (which they said was usually 7$). So on the 14th i went to place my order... guess what? shipping wasnt free. now mind you this is only 7 $, I am still upset and not wanting to order from here but my kids really dig the clothes they sell/ I call the customer service. The woman tells me no, she wont give me free shipping, I request a sup and she says no free shipping and that I should have opened a case. I assume that a case would have been opened after at least 6 hours on the phone. What horrible horrible customer service. I will be sure to spread the word and ruin as much business as possible.

  • Co
    complain_jane Sep 15, 2010

    I just say to not give them your business anymore. And also, shop at the actual store. Online is a hassle and very snobby.

    0 Votes
  • Fr
    Frustratedbuyer.com Jan 03, 2015

    I ordered Christmas presents from there on Dec.14 2014 I would check the status of my order on line and every time it said " ORDER SHIPPED" with a tracking number beside it. I clicked the tracking number and always got the same message in UPS " ORDER PROCESSED, READY FOR SHIPPING" . I checked again the day before Christmas and it stated the same ole message. I called the 1800 number and got a animated recording telling me the same thing, " order ready for shipping". I then emailed them and got a response in 2 days that basically said that they had no clue what happened to my order and that it got lost from the processing warehouse to the shipping warehouse!!! This was on December 28th. They ask me would I like to reorder the merchandise or get a refund and of course I had already rebought the Christmas gifts from A&E so I ask for a full refund. Well, here it is Jan.3rd and still no refund. So I did the online chat. She told me that the refund had been canceled and that it would need to be reprocessed again and could take another 2 days to hear back from them!! I ask for the managers number and I am going to try that!! I ordered a package from Hollister 4 days before Christmas and received it on Christmas Eve and had to return items due to wrong size and I have already received my refund all in a week shorter time than what I have been dealing with Aeropostle just trying to find out about my order!! Probably will not order from them again...

    0 Votes

underpay and overwork

The company makes the employees to work over12hrs in a day only to be given 20dhs as overtime. All this time we are standing and only 20 min break. At times we commence work from 9am till 12 midnight daily whenever their is SALE period. The wages are meagre 1750dhs excluding accommodation and meals and still you have to send money home. Its unbearable taking to consideration the housing cost and the company is seller of some top US brands You are not permitted to get sick twice in a month. Now they have came up with a trend of hiring people from other countries and hike their salaries to 2800dhs because they speak arabic, french, russia but NO english and neglecting the experienced employees. This demolarising and heartbreaking since the companys' slogan is "Where dreams come alive" Surely how can it when u work more than a donkey and get. They should know the same measurement that they use unto us, is the same measurement GOD will use unto them.

  • Mi
    midge87 Jul 29, 2010

    ..You choose to work there. If it's so bad, don't work there. You knew what the pay would be when you signed up and you found out the hours/lack of breaks within the first week yet you chose to stay. If you need the money then that's all well and good but then don't complain about it.

    0 Votes
  • Bo
    Boo who Jan 13, 2011

    Some people have families or other concerns in their life with no other options but to work in a horrible place like Aeropostale as a last resort. They are a terrible company and I think your response was extremely naive. My husband has a law and business degree and is working at Aeropostale as an assistant manager. He is treated worse than I've ever heard anybody talk about one company. He has been there for 4 months now and has already seen 4 other managers leave the store due to the way they treat their employees. Not to mention all their clothes are made in third world countries where..if they work people here to death for crap pay, I can't imagine how they treat working children. Very scary. Some days they keep him until 4 in the morning. I am due for labor in 3 weeks with our first child and they have no compassion toward anything or anybody except for their "click" within the company. Giving my husband 5 page lists of things to do within a 5 day deadline that he has never been trained to do, nor is it his duty but his MANAGERS duties. If he does not get those lists done, he has been threatened termination, regardless the fact that we have a baby due in 3 weeks. The 4 stores nearest to our home, are all boyfriends and have no idea about life or what it means to be a good person. There is something weird going on in that company. It's corrupt. Some people have no choice in where they work due to the economy. So if you're going to go on a "complaint" website...don't tell people they shouldn't complain. You obviously are just ignorant to what goes on within that company, perhaps your just too narrow minded to understand the world in general as well. This country is not as "free" and pro choice as you might have been brainwashed to believed. Aeropostale is just one example of the "rights and choices" we are given. Fool.

    0 Votes

cancelled my order without telling us

well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

here is my letter to them:

This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

* Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at [protected].

i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

Geinier

so do not buy from these people and pass the word...

  • Ne
    Nejra Tu Jan 18, 2010

    . I'm sorry to say it, but there is a higher number of fraud occurring outside of the U.S. and it's more difficult to track and prosecute. Aeropostale isn't the only company with a policy like that. A lot of online stores don't accept international anything because of the higher risk of fraud. From a business stand point as well as a consumer's standpoint, it's an understandable policy. If they didn't have it, they would probably have higher fraud which means they lose money and when companies loose money, customers have to pay more or they get less quality.

    0 Votes
  • No
    NOTSUPPORTINGAERO Mar 28, 2012

    What about the THOUSANDS of military families that fight for your right to SHOP SHOP??? WTH?!!! They did the same thing to us! this is crap! My husband defends your rights and you wont even help us to put clothes on our children! UNPATRIOTIC ###S!!!

    0 Votes
  • Zn
    Zng Ging Mar 28, 2016

    I am in US and they canceled my order saying I wanted to return, which I never did.
    This is FRAUD, they will not see me shopping with this dishonest company.

    0 Votes

returns

never buy with a bill me later. wont refund money at store and you have to pay for shipping back. i now have gotten screwed twice with shipping charges and have no clothes to show for it. aero lost a customer this time!

  • Ge
    Geinier Jan 16, 2010

    well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

    here is my letter to them:

    This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    * Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at 1-877-289-2376.

    i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

    Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

    Geinier

    so do not buy from these people and pass the word...

    -1 Votes
  • Ne
    Nejra Tu Jan 18, 2010

    I think you both are blaming the wrong people. In the case of Bill Me Later, how can they verify where the money is supposed to be refunded if they don't have access to it? By using this alternate payment method you're hiding your information from Aeropostale and to ensure less loss, they've created a policy to prevent it. Think about it. If people used Bill Me Later and then took the merchandise back to a store for a refund, they would get money back and could potentially skip out on paying Bill Me Later. This would cause a rift between companies and when that happens, the good people who don't have a problem ordering with Aeropostale and who don't mind making their return to their warehouse for the convenience of not actually having to pay for the merchandise if they don't like it will loose out. Are you so close minded and self centered that this doesn't even enter into your consideration?

    The same goes to you, Geinier. I'm sorry to say it, but there is a higher number of fraud occurring outside of the U.S. and it's more difficult to track and prosecute. Aeropostale isn't the only company with a policy like that. A lot of online stores don't accept international anything because of the higher risk of fraud. From a business stand point as well as a consumer's standpoint, it's an understandable policy. If they didn't have it, they would probably have higher fraud which means they lose money and when companies loose money, customers have to pay more or they get less quality.

    0 Votes

bad customer service

I've ordered online from Aeropostale three times. The first time it was great. I got my order in time for Christmas, it was a good deal, and I was very happy. The last two times, however, have been not so great. They send emails listing great sales. I ordered the main item I wanted and threw in a few other items to make my shipping cost worthwhile. Each time, after the order was placed and I couldn't change it, I am sent an email saying that the main item (the more expensive item) that I ordered isn't available but they will mail the rest of my order. So, I end up paying shipping on items that don't even cost as much as the shipping. When I called Customer Service after the second incident, they apologized and told me they could help me with shipping costs if I ordered $25 more in items. I told them "No thank you". I asked to be taken off their email list. I won't do business with a company that routinely and knowingly rips people off. They won't allow you to cancel the order until it is too late for you to know if the items are actually available or not. Ridiculous!

  • Ge
    Geinier Jan 16, 2010

    well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

    here is my letter to them:

    This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    * Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at 1-877-289-2376.

    i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

    Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

    Geinier

    so do not buy from these people and pass the word...

    0 Votes
  • Di
    disappointedbyaero Dec 18, 2010

    The staff employed can't answer simple questions, the store looks like a mess, and they made me stand in a line that went to the back of the store for a gift card. When asked if a manager could ring up the transaction since everyone in line had so much I was told to get to the back of the line. The manager on duty watched a cashier struggle and stood by while the lines grew. I guess customer service is not a priority to this company.

    0 Votes
  • Fk
    Fkross Oct 10, 2012

    I used to work at the south hill Puyallup aero and I would like to say they treat there employing like crap... I work at 7 almost every morning took shifts when ever asked did a 3 am floor change and I had just foud out I was pregnate and didn't say anything till they were asking me to climb up to change light bulbs take out heavy trash ect stuff I jut needed help with I was bashed constantly cause I wouldn't buy there cloths cause I was saving money for my baby I told them I was 13 weeks only because I was throwing up at work on black Friday when I worked 12 -8 and didn't want to be sent home they acted so happy for me I wa working on average 25-30 hours a week than the next 2 weeks I had ZERO hours they never fired me they had no right they just gave me no hours . These people do not care about there employees I now had a baby on the was and no job just cause I could do there dirty work anymore.

    0 Votes

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bad service

If you order online, and need to return at the store, they do not refund tax or shipping. I can understand...

tripple charging

I was shopping online for my son through the Aeropostale web site. When I check out, the system flipped and...

lack of customer service

I live in Oregon and I was shopping in Washington during the Thanksgiving holiday and every single store I went to in the mall offered tax free shopping for Oregon Residence accept Aeropostale. The associates were rude about it to the point where I set down a $240 purchase and turned around and walked out of the store. I spoke with the District Manager (Brian)about my experience and his comments were that the paperwork that goes along with tax exemption is just too much work so the company as a whole has decided not to give tax exemption to Oregon residence. I believe in the State of Washington its a requirement. Regardless of the tax exemption status though I would have paid the extra $20 in tax if the service would have been acceptable. Young teen age girls and their rolling of the eyes and flipant attitudes is not something consumers should have to deal with.
I will not shop this company again.

  • Ge
    Geinier Jan 16, 2010

    well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

    here is my letter to them:

    This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    * Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at 1-877-289-2376.

    i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

    Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

    Geinier

    so do not buy from these people and pass the word...

    -1 Votes
  • Mi
    midge87 Jun 11, 2010

    It's customers like you that drive those of us in the retail buisness CRAZY. You came to a state that has sales tax, PAY IT! Otherwise shop in your own damn state. Do you think it would be fair for everyone to go down/up (for those in CA) to Oregon and buy everything there and not pay the tax??
    You are selfish!
    You don't seem to realize we have taxes here for a reason and if you're going to shop here, use our resources, take from our state, than you have to pay the price.

    1 Votes
  • Np
    npr1967 May 04, 2011

    Received the card from auction of 2-23-2017 #121667. I gave it to a friend for a gift and she went to use it and they said the card was blank and kept the card for possible fraud. Great and do i have any grounds for action? My id is npr1967 and the phone number is 517 467 4650 and my e-mail address is [email protected]> thanks!

    Naomi p rodenbeck

    0 Votes
  • Po
    pobarjenkins May 04, 2011

    Unless you directly purchased the gift card from the retailer, they cannot help you. Follow up with your auctioneer, but gkenigmatic is probably correct.

    1 Votes

associate manager isn't doing her job

I used to work for Glendale Aeropostale, there is an associate manager by the name of Maria. She really isn't a good associate manager. She singles out employees and tells them that they're worthless and cannot do their job right. She never uses constructive criticism, and always tries to undermine the confidence of her employees. If she were to use constructive criticism then yea, she would be an ok manager. I don't think she belongs in the work force, she's unprofessional and does not know how to carry herself. I feel sorry for all the new workers there, she'll eat them alive. If your employees production goes down you'll know its Maria. She always finds a way to put a person down, and that needs to stop, for future employees. She makes the work place at Glendale Aero very uncomfortable.

Sincerely yours,
Jim Bob.

  • Ge
    Geinier Jan 16, 2010

    well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

    here is my letter to them:

    This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    * Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at 1-877-289-2376.

    i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

    Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

    Geinier

    so do not buy from these people and pass the word...

    0 Votes

failure to deliver order and honor advertisement

I placed an order online for my son's Christmas on December 17, 2007. The website clearly informed me that if I did not receive the order by December 24, 2007, that I would be credited the order and would be able to keep the merchandise. In order to receive such credit, the complaint had to be made by December 28, 2007.

I never received the order!

I called Aeropostale's web customer service line on December 28, 2007 because I had not received my order as instructed. I had tried to track it several times using the tracking instructions and links on the Aeropostale website and had no luck. It was like the order had disappeared. I was instructed first that they could not find the order and couldn't even tell if it had ever left their warehouse. The person I spoke to told me that I should have received it by December 24, 2007 with no problem. She instructed me that she would cancel the previous order and place a new one and for my inconvenience would give me free shipping this time. I told her that I wanted my merchandise and I wanted a 100% credit as described on their website when I placed my order. She told me that she did not have the authority to give me that type of credit and that the "corporate headquarters" would have to do that. She instructed me to call back the following week.

I called back on Friday, January 4, 2008 to check on my order and my credit and found that the order had never been reordered as I was told previously and that they had not contacted the corporate headquarters as I had been previously instructed. I was further told that they only had 1 of the items left in their warehouse and that they could not give me "like" items to replace the one's they did not have in stock. Joann was the person I spoke to and she told me that the previous person didn't know what she was doing and that she probably didn't go into the kind of detail when reording for me like Joann would. (Like this really would impress me). NOT!! I asked to speak to her Supervisor.

Supervisor Shawna got on the phone with me and told me that they had lost my order and couldn't tell if it had ever been shipped and that they would credit my account and issue me a 20% discount card for their store. I told her I wanted a full credit plus the same in merchandise, just as their web advertisement stated. She said that was not possible so I asked for her supervisor.

We spoke to 2 more Supervisors and then the Manager of the Web Sales and was told they could not locate our merchandise and could not replace it. They could only get us a credit on our account. We were told to contact their corporate headquarters ourelves if we wanted to address the issue of false advertisement.

This is clearly false advertisement and a company putting their welfare in the hands of an untrained call center who doesn't represent their customer very well.

  • Sc
    Scott Johnson Jan 06, 2008

    Did you try to call their corporate office? You should really do that, especially if that is what the advertisement said. It would be nice if you had a copy as well and you could forward it to the BBB.

    Pablo

    0 Votes
  • Ge
    Geinier Jan 16, 2010

    well this people cancelled my order because i placed the order while i was outside teh USA and they have a policy that they can not sale to people out side the USA...

    here is my letter to them:

    This is my order: Order Number: XXXXXXX Order Date: 12/27/09 at 6:10:16 PM (EST) it got cancelled because as i was travelled outside the USA, i placed an order for my wife as a present... well because my IP was outside the USA (i travel a lot within and out of the USA) you all cancelled my order, did not called me or email first to see if that was one of my orders. You just cancelled my order, i email and the reply was: Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    * Difficulty in processing your payment information. * Cannot ship to the address provided. * Duplicate order was placed. * The credit card that you used is an international credit card. * The computer that you are placing your order on is located in a country that we do not bill or ship to. If you feel that this cancellation has occurred in error, please contact our Customer Service at 1-877-289-2376.

    i did and after 20 minutes talking to some one that told that my order was cancelled and she did not know i spoke to a "supervisor" Michelle extension 73613... She was no help, told me that it was business policy to cancelled orders that where made outside the US even if the person lived in the US... when asked where that was stated she said no where, that it said that they do not sale to people outside the USA. This is not my case.

    Any ways... i will use all my contacts to make sure the press and people know about you all and your kindness and great customer service you have... Not! Thank you for cancelling my present to my wife! It was her best gift!

    Geinier

    so do not buy from these people and pass the word...

    -1 Votes
  • Sa
    Sarah Gaiser Feb 06, 2010

    I need the number to call corporate. I also placed a web order and the electronic system changed the address because I put in the incorrect zip code. I called customer service and they told me there was no way they could change the order. I cancelled the order and reordered it with the correct zip code and they sent out the cancelled order anyway to a non existent customer address and charged my Visa! Who do I talke to?

    Sarah Gaiser

    0 Votes

bad customer treatment

I am writing this because recently I bought a jacket from Aeropostale unfortunately when I received the...

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