Aeropostale

Review: PS aeropostale offered 10 off 10 with free shipping on there [redacted] page. It stated that the promotion runs from Dec *, 2014 until Jan *, 2015. when I clicked on the link provided it gave me an error. I then contacted PS Aeropostale Via chat. I waited 10 min on hold to be told they would not honor this promotion. This is clearly false advertising. I will also forward a complaint to the consumer protection agency with all the screen shots. I believe this is a way to draw attention to there [redacted] page because there stores are closing.Desired Settlement: I would ask that they honor there promotion and issue me a code for 10 off 10 with free shipping. I only ask for what is being advertised.

Business

Response:

The customer actually placed 2 successful orders on 12/** using the $10 off + Free Shipping promotion. Due to a business decision this code was removed after she was able to place two orders using the code. We have contacted the customer and provided her with an additional code to use.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order for Christmas items from the enclosed retailer. Upon tracking the package on Christmas Eve - it stated from UPS the packages had been delivered. One was left on my front porch - which I don't have.... later I was refunded. The second package was signed by a mysterious person named "Black"... When this information was released by Aeropostale - management held firm with not being responsible for replacing the items nor refunding. Being that "I'm the owner of my property and nobody that resides in my home name is "Black"...... Its clear that the package was delivered to another home besides mines.Desired Settlement: Replacement

Business

Response:

We haved advised the customer we

could not issue a credit to her because we previously made this accommodations for servarl of her orders. Therefore she would have been informed that she was not eligible for any credits.

Thank you,

Review: First I received an email stating that "Everything" on the website was 60% off for the Black Friday sale. Then, I went to [redacted] and found the Aero store to see the current promotions. The second promotion on the list was "Black Friday Weekend Sale - 60% off Everything [redacted]. Exp. 11/**/2014." The second promotion was ""Black Friday Weekend Sale - 60% off Everything. Exp. 11/**/2014. Another promotion further down the list (there were 28 items on the list) said "Black Friday Sale - 60% off any order. Exp. 11/**/2014." I called customer service because the [redacted] items in my cart were full price and I didn't know how to get the discount. I was told that [redacted] items were excluded from the sale. When I told him that [redacted] specifically said the [redacted] items were included. He looked on [redacted] and saw what I was talking about, but he just said that on their website that was listed as one of the exclusions. I spoke with 2 customer service representatives and a supervisor and they would not honor the sale that was advertised through [redacted] even though they all looked to verify what I said. The supervisor told me she had no way to give me the sale on the items, even when I suggested she could give me a dollar off amount equal to what the 60% would be. False advertising as well as horrible customer service.Desired Settlement: I would like to purchase the items with the advertised discount, but the other items I was going to purchase will probably not be on sale anymore once this is seen by the Revdex.com. I am going to keep a copy of what my order was going to be in case they can honor the price, but the supervisor told me she had no way to do it.

Business

Response:

The Sale was incorrectly advertised by [redacted] and we do apologize for the confusion and will honor the lower prices for the [redacted] items she purchased or wants topurchase. The customer has been contacted and this issue has been resolved.Thank you,[redacted]

Review: This is all online on their website.Aeropostale advertised on their facebook page a link to click to receive a code valid for 10 off a 10 or more purchase, and free shipping, through their children's division called PS. I received one of these codes, ordered, and got my merchandise perfectly. The next day they again put out the link to the code and I was able to receive it on my mobile phone. The codes were good until a date in January. I waited a few days to see if the items I wanted were to go back in stock, which they did, so I proceeded to add them to the cart and put in the code. The code was only taking off free shipping instead of the $10 discount AND the free shipping as promised in the promotion. I logged onto the chat feature and got a representative that first claimed the promotion states only for free shipping, and when I told him that it was advertised as both, and I had a photo from the page that gave me my individual code stating that it was both, he changed his story saying that I would have to pay upfront and then be refunded. That was NOT part of it. There are supposed to be no upfront costs as long as the total was an even 10.00, which mine was. He refused to transfer me to a [redacted] and kept insisting I pay up front, which I refused. The codes are still valid for a few weeks so several other customers are going to run into the same problems since they "bait and switched" the code. Again I used one previously and it worked as advertised.Desired Settlement: I not only want the promotional code to work as promised; I want a gift card valid at any Aeropostale division in a minimum amount of $50.00, a public apology, and for other customers to be contacted and receive a gift card for a minimum of 10.00.

Business

Response:

Someone from our online department has left a message with his direct number to call back to resolve this issue.Thank you,[redacted]

Aeropostale Store in Tanger Outlets, located in Nags Head, NC is charging higher sales tax - 6.85%, instead of 6.75%. I've addressed this with store's associates, but I was advised that their hands are tied and corporate office is responsible for setting sales tax on registers/computers.

Review: Placed an order for a $40 physical gift card in order number [redacted], the plastic card was delivered and was given as a gift to a family member. Family member had never before been to an Aeropostale and finally made a special trip to a store in July. Upon checking out the store informed the family member that the gift card was blank and had never been activated by Aeropostale, and therefore had no value. I have called Aeropostale customer service repeatedly, on the first several occasions after researching the representative confirmed the fact that the card had never been activated and that the issue would be escalated. After never receiving a call back I called back repeatedly only to be given the run around and in the end being told that there was nothing they could do and they would not be activating the gift card, nor providing me a refund of the $40 that they have fraudulently stolen. I have wasted at least 2-3 frustrating hours on the phone with Aeropostale with no positive outcome.Desired Settlement: As the business has only provided a worthless piece of plastic with no value and has refused to activate the $40 value on the gift card which was ordered and paid for by me, the business has an obligation to refund the $40 to the original credit card or by check.

Business

Response:

Our records show that we found that the card original was sent out not activated. Once we found this out the gift card was revalued $40. We have verfied the funds are on the gift card and is active with a $40 value. This information was relayed to the customer via voice message on 8/*. We will be contacting the customer to let them know.

Thank you,

Review: I or deed some things online mostly clearance. Instead of notifying me of errors with my info my funds were t as ken off my card and held for 10 days. My money was poor back on the card only after I called wondering where my package was. I asked the discounted chill merchandise. On 2/**/2014 I called and was given false info to file my complaint from 2 representatives and one supervisor. So acrually I would file 3 complaints but I'll be nice since my funds were released. .. my customer satisfaction is 0 at this point.Desired Settlement: I would like to receive 50 to 60 percent my entirenorder including any promotions going on during the time of settlement...

Business

Response:

We research and it appears she had an authorization hold and the funds

were released back into her account. We searched for history on this customer

we show she has no orders with us under

the telephone number or email address below. If she would like to provide her order number, e-mail addressed used and telephone number we can look further into this.

Than you,

Review: I placed an online order on 11/**/2015, received a confirmation email and an email stating that the order was processed on the same day. I was quoted a delivery window of 11/**-11/**. On 11/**, the order has still not shipped. I sent an email and received a response saying the order wasn't processed (although I had already received confirmation that it was). I called and spoke to customer service, who couldn't figure out what happened. I spoke to Brittany, a supervisor, who said she would send me a $15 off coupon and have my order overnighted. It wasn't overnighted and I never received a coupon. I called the next day because my order still hadnt shipped,, spoke to numerous people who all gave me different reasons why my order was delayed (ex. Computers crashed, system updates, busy time of year, etc). I was eventually told that this has never happened to any other order, EVER. I received a phone call from a man who said my order would ship the next day and I would receive a 25% credit when it ships. My order finally showed that a shipping label was printed that Friday but did not get to my house(in the state next door) until Tuesday. I asked about the 25% credit that was supposed to be applied to my account "when it shipped" and was told that it takes a billing cycle to credit back. I still haven't received a coupon that I was promised either. Instead I was informed that my "trouble was compesated for" via email. Where's the compensation??? The customer service, communication and accountability of your employees is absolutely the worst I have ever seen.Desired Settlement: I would at the very least like to receive the 25% credit I was promised and in lieu of the $15 coupon (since I'll no longer but anything from there) an additional $15 credit.

Business

Response:

The customer has been contacted and her matter has been resolved. Thank you, Paul C[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Aeropostale has sent me a $15 coupon off of my next order. Other than that, there has been NO CONTACT by them. I stayed in my original complaint that I would no longer be shopping there and that I wanted the 25% refund that I was promised originally and in lieu of a coupon to simply add $15 to the refund. I believe that's a fair request.

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

Sincerely,

Review: My issue is that I order from Aero over a week ago. You would expect that my order would be in my hands on at least shipped, yet my order has not. I was told my order wold be delivered to me two days ago and it has still not left the warehouse. If they are going to take this long to ship an order, they should say so. I am now having to change my delivery address since I will be going home form school and having to add days waiting for them to confirm this. I will not be ordering from them again.Desired Settlement: Discounting my purchase.

Business

Response:

We have made several attempts to contact the customer and we have not received any response back. What we did is issued a 30% discount a total of $13.74 back to her credit card. Thank you,[redacted]

Review: The merchandise I actually ordered online and paid for on 2-*-14.I place an order with them in December 2013 and it was delivered to my front door with no problems. Why the February order is messed up is beyond me. I have lived here for over 2 yrs with no problems ordering from them.I have been emailing back and forth with aeropostale customer service to try and find my order from February 2014. There are two different emails saying it was delivered to my office. One email states adams signed but, the other email states owens signed for it... Delivered twice ? I have been to the office and I have never located this shipment for my order. It is a large complex and anyone living there can remove boxes that have been shipped.Aeropostile states they are not liable for this and will do nothing to help.I do not think I should pay for this order if I never received it.Desired Settlement: I demand a full refund since they were not willing to do anything to help me with my missing order.

Business

Response:

We have left the customer a voicemail to give us a call to speak further about her issues but also advised her that we were issuing a credit and she will receive the confirmation email within

the next business day.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received an e-mail for 20% off an online purchase. I then Chose a $200 gift card and checked out. I received an email confirmation of the order stating $200 subtotal, $10 shipping, and $40 discount. I do still have the e-mail. My debit card was charged $170. We received the gift card and gave it to my daughter for Christmas. While she was checking out, she noticed that the card balance was only $160. After contacting Customer Service about the issue, they tried to tell me that it does not apply to gift cards. I forwarded him the email for the coupon and he verified that it did not say that it did exclude gift cards. Also, I pointed out that it did process and I was sent an email confirmation of the purchase. Also, there is not an option to pick an amount of $160 for a gift card when checking out online. Had they not been about to sell me the $200 gift card for $160, they should not have charged my debit card and sent me an email confirmation. Order [redacted]Desired Settlement: I expect this company to honor our purchase agreement via the online check out and to provide me with the full amount of my order which was a $200 gift card not $160. The difference, $40.

Business

Response:

The customer has been contacted and his issue has been resolved.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely,

Review: While cleaning out old bank statements, I found three charges on my account, for purchases that I did not make to Aeropostale. I have never ordered anything from them. I contacted them, and they told me to file a report with the police and send it to them, which the police chief did. They said this would be resolved in 30 days. The police reports was sent on January **, 2014, and still they have done nothing. They will not discuss it with me for some stupid reason. I don't see why, they can't because it is my account. The charges were as follows: November **, 2006, in the amount of $43.29, November **, 2007, in the amount of $44.94, and December **, 2007, in the amount of $148.11. Since I did not order this, I have no idea from which store it came from. The address I put was the corporate office, because I did not know anything else to put.Desired Settlement: I want back the money that Aeropostale took fradulently from my account, that I was charged for and did not order.

Business

Response:

To whom it may concern,

We are in receipt of the complaint filed by customer [redacted]. We have reviewed this customers complaint and unfortunately are unable to provide any further information regarding this. We suggest that the customer contact his credit card company and open up disputes for these charges.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They did not do anything that helped me. What they suggested was I call the credit card company. I no longer have that credit card, because my computer was hacked, and I had to get a new one. I want my money back that they took from my account without my approval.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

I did as I was told to do, and took this problem to the police chief, and he did just what they said to do, and they keep saying they did not get it. I know they are lying, and I am not happy about it.

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

Sincerely,

Business

Response:

To Whom It May Concern,

We are in receipt of your letter

dated 4/**, concerning [redacted], complaint.

We have confirmed that our Fraud

Team has not received any correspondence from law enforcement concerning [redacted] complaint.

Our Online Team did attempt to

research [redacted] order history with our company and was able to find an

order processed in December 2007 (Order #) for $158.11.

We have also verified that the

order was mailed to this address, the same address as [redacted] current

address.

At this time, our company is

unable to provide any further information.

If [redacted] would like to have

the authorities fax any information concerning his case to our Fraud Team, this

correspondence should be forwarded to ###-###-####.

We are unable to provide any

further information concerning this matter. If supporting documents are not

sent to our Fraud Team concerning this, we consider this matter closed.

Thank you,

Review: I placed an order through Aeropostale nearly a month ago. I have contacted customer service numerous times and been lied to and treated poorly. Customer service has not offered me anything after this horrible experience and has acted annoyed and been very rude to me as well. They waited nearly three weeks to tell me they lost my order, even though I had contacted them numerous times asking if my order was lost because there were a few items I especially wanted and saved and worked hard for. They then told me they couldn't replace over half my order because it wasn't in stock. I paid with gift cards that can only be used online, and with my credit card as well. They refuse to give me the money I paid for with my credit card and put it back on my credit card. They will only put it back on gift cards. I have no desire to order anything from them online after this horrible experience; I just want my money back. By not giving me my money from my credit card back on my credit card I am forced to pay for items they won't even be sending me.Desired Settlement: I want the money I paid for with my credit card back on my credit card.

Business

Response:

We

have issued the credit of $50 back to the credit card. We have left the

customer a voicemail advising, and also sent a follow up email. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am so extremely upset with this that I don’t think I will continue to be a customer anymore. I purchased an expensive hoodie and only got to wear it once before it was ruined. There were no special washing instructions on the item. I washed and dried the item as I did many other similar items in the past and when I pulled this hoodie out of the wash I noticed right away that the fur around the hood was almost melted. It shrunk and clung together. I have owned similar hoodies from your company before and I’ve never had this issue once. I do not dry on high heat, so the material around the hood must have been cheap. I have a hard time finding my size in your brand as it is, so when I find something I like I buy it. This hoodie was pretty expensive, but I purchased it anyways because I loved how to fur around the hood looked with it was pulled up. Now it just looks trashy. I did try to return the item to the store I purchased it at, but they gave me attitude and would not return it because I did not have the receipt. Now that it’s getting cold again I would love to wear it, but it looks like [redacted] because of the extremely cheap materials it’s made out of. I am not asking for my money back, but I would love a new hoodie. I was treated so badly when I tried to return the item, and honestly if this issue is not solved I will no longer be a customer, and I will make sure the rest of my family does not shop there either. I was treated horribly, and I’m a paying customer. Most of my clothing comes from your store!Desired Settlement: I am not asking for my money back, but I think I should be given a quality product, I did pay enough for the item.

Business

Response:

Review: I went online to order Christmas gifts. They are currently running a promotion for $25 off of an order of $100 or more. WHAT THEY DON'T TELL YOU is that if an item was listed as IN STOCK, and then you submit the order, an item may be removed for NO LONGER AVAILABLE. If your order was initially over the $100 needed for the discount and free shipping, but an item is removed, they automatically INCREASE your cost to include SHIPPING FEES AND REMOVE THE DISCOUNT and immediately charge your bank account.

In addition, I was informed that the reversal could take up to 7 - 10 days once cancelled. So since I tried 2 times this morning, they have now tied up my bank account with over $200 in charges that I cancelled.Desired Settlement: I was informed by a supervisor in their customer service department that their system does not automatically check to see if items are in stock until you hit submit. There system doesn't have "real time" information, so if you select items that are listed as in stock, but actually are not, they have every legal right to change your fees without notification until after.

I handle all of my shopping online, and this is the first retail company that I have come across that doesn't update their items availability.

Horrible service and they should be required to give a consumer the ability to cancel an order if it changes their amounts etc.

I will never do business with them again which is unfortunate as my family used to wear 80% of their clothing.

Business

Response:

We have made serveral attempts to contact the customer to resolve. The funds have been released back to her account. We have also e-mailed a gift card as a gesture of our goodwill.

Thank you,

Review: I purchased a shirt for my daughter in December, 2013. It was worn within one week of purchase. The shirt separated at the seam on the shoulder after one wearing and was returned a day or two later. The original receipt was discarded, but I had my credit card. . I was hoping to either exchange the shirt for something similar or receive a store credit, but the store manager said there was nothing she could do for me without a receipt. I wrote a letter to corporate, letter requesting I call for resolution. I did call, left a message, however, received a return telephone call from a representative who seemed not to know why they were calling me. She seemed annoyed when I explained the situation and only said that all stores will certainly accept returns without receipts. Today I returned to the store and while the sales clerk was willing to accept the shirt, since so much time has passed since my initial purchase, was only willing to value it at under $5.00. Had the store manager accepted the shirt when I initially returned it, full price would have been credited.Desired Settlement: I request either an appropriate refund of roughly $10.00, or the ability to even exchange the shirt for another white, long sleeved shirt

Business

Response:

I have

contacted this customer and left a message with my direct number to call back.

We would be more than happy to try and look up her receipt if she paid by

credit. Our return policy without

a receipt will be refunded with a Merchandise Return Card in the amount of the

current selling price. All returns will reflect original discounts and

promotions. Since we do not have this item in our store we are unable to

process an even exchange.

Thank you,

I went to the [redacted] location in [redacted]. The store clerks were very rude. They did not greet me when I was in the store or asked me if I needed any help finding anything. One of them rushed into my left arm really hard when walking by me and did not turn around to excuse themselves at all or apologize for almost knocking my merchandise out of my hands. Then when I was getting ready to check out the clerk gave me a very nasty grin and told me that I had to wait about 10 minuets before she could rang me up, I asked her was another clerk who could assist me because I had a party to go to and I had to be there on time. She looked at me with a funny grin and said NO!. I asked if I could speak to a [redacted] and the [redacted] refused to come over and speak to me. I really feel that there are some serious racial issues at this store against [redacted] customers. I say that because these clerks were very nice to all of the [redacted] customers.

Review: Recently, I placed an order online with P. S. from Aeropostale. When I received the order, one of my items was missing. There was also an incorrect item in my shipment. I contacted customer service, and I received a very rude email in response stating that they were "unable to reship the item at this time." I do not believe they have the legal right to accept money for an item and not ship it to me. They did say that I could ship the incorrect item back to them, which I must say is an inconvenience, since it is completely their fault that the item is in my possession, and I'll now have to take it to the post office to get it back to them. I am, of course, willing to do so since, unlike the company, I understand that I should not keep something that does not belong to me (right now they're keeping my money with absolutely no right to it). They also said that I could call customer service and place a new order for the item I'm missing. I don't think I should have to do that, since I've already placed an order and paid for the item. Additionally, the price would be different, because I received a special price for buying three of the item originally.Desired Settlement: I would like the item that I ordered and paid for to be shipped to me. If P. S. from Aeropostale would like for me to send back the item that they mistakenly mailed to me, I will be happy to do so if I receive a prepaid return label.

Business

Response:

Aeropostale's online customer service department reached out to the customer and apologized for any confusion. The missing item was reshipped to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered clothing for my daughter for Christmas on December **, 2013. On the website it was advertised that if ordered by December **, 2013 with 2 day delivery selected that I was guaranteed to receive my order by December **, 2013. December **came and I checked the status of my shipment, seeing that the delivery date was now scheduled for December **, I called Aeropostale to inquire about my items. I was told that they would begin processing my claim. I believed this in good faith. I went out and purchased more clothes for my daughter so that she would have outfits to open on Christmas Day (because she's 5 and her 5 year old brother had clothes wrapped under the tree and my child understands the concept of fairness)!! I called again on December **and was told that it takes 3-5 business days to process my refund. I waited 2 weeks. I called back multiple times and each time I was told that someone would get back to me in 24-48 hours. I received no calls and I would call back and they claimed that they were still processing my complaint. I've made an effort to work it out through the company with no avail. Please help. Thanks!!Desired Settlement: I desire to have any and all monies associated with the transaction refunded.

Business

Response:

We have tried to contact the customer to resolve. There is no voice mail to leave a message and we have also sent an e-mail which has not been responded to.

Thank you,

Review: I bought a coat from aeropostale.com order number [redacted]6 my daughter wore it 2 times and the inner liner fell apart. I emailed the company this is there email response Dear [redacted], We are very sorry this has happened on the item you purchased on order [redacted]6. We will definitely do everything we can to help you with this issue. We have issued a free pre-paid UPS return label for the to be returned to our warehouse. Your return label request identification number is [redacted]. You will receive the return label through your email from UPS customer care within 1-2 business days. Unfortunately, that item is out of stock so once your item is returned to our warehouse, please allow 5-10 business days for the credit to be processed back to your original form of payment. You will be notified by email if the request has been approved. In addition, your financial institution may take a full billing cycle to post the credit to your account. In addition, Your financial institution may take a full billing cycle to post the credit to your account. If you have any other questions you can always contact our customer service at ###-###-#### (option 1) for assistance. We are open 24 hours a day for your convenience. Thank you for contacting Customer Service from Aeropostale.comSincerely,[redacted]. Customer Service at www.aeropostale.com I shipped the item back. I had sent several emails wondering where my refund was. I was just told it wasnt processed yet. I called on 12/**spoke to rep who said it was processed on 12/**/ As of 1/**I have not got my refund. I called today and was told it could take up to another 30 days due to the holiday returns. This was returned before the holidays. I should be give interest on my money that I should be getting back. Thats if I ever see it.Desired Settlement: I want the full amount refunded plus $20.00 in interest back on my money

Business

Response: