Aeropostale / Christmas Web Order / 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.
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