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Aeropostale / Christmas Web Order / failure to deliver order and honor advertisement

1 IN, United States Review updated:
Contact information:
Phone: 765-629-2223

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.

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  • Sc
      6th of Jan, 2008
    0 Votes

    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.


  • Ge
      16th of Jan, 2010
    -1 Votes

    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!


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

  • Sa
      6th of Feb, 2010
    0 Votes

    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

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