Aeropostale

Review: On December **I made a 28 item purchase from PS Aero online. I noticed once my order was submitted the shipping that was advertised as free - wasn't. I was charged a nominal amount and also one item did not register the discount cited on the webiste. I contacted customer service to inquire about the descrepancies. I was assisted on the pricing issue and that was resolved, but the shipping was passed on and a follow up email was provided to explain the reason I was charged shipping. The customer service follow # [redacted]- explained I was charged due to my purchase being a bulk order. I had no idea at the time of the order my purchase was a bulk purchase. I was told that since my order was a bulk purchase I basically am not eligible for any discounts or specials and that my purchase was a final sale. I was told that it clearly states in the terms that such a purchase was a bulk and I bascially forfieted any rights to rewards points or return options. I exchanged numerous emails with customer service represetntatives, all with the same rhetoric - which was basically - we are very sorry but too bad thats our policy! I have been a loyal Aeoropostale and PS Aero customer for years - spending $100s annually & I have two daughters ages 10 & 13 - so I would have been a customer for years to come. I wanted to know why the company did not prompt me once I entered the item which pushed my shopping cart into a bulk purchase situation to alert me to the priveledges I would be giving up - such as my return rights and rewards points. If given this notice I would have removed the 3 or 4 items from my cart to keep these rights. I feel the company hides this policy on their website as a means to avoid having to stand behind their products. I now have items which I had purchased as gifts that do not fit and are in the wrong color - which I am stuck with. I also lost out on more rewards $$ than the additional items cost me. I am usually a fairly savvy consumer and if I would have known that by removing $12 worth of merchandise from my cart I could still make returns and earn $20 in future store credit rewards - I think I could have done without a few items. I feel if a company has such a policy that it should do something to make the customer aware of it at the time the event is triggered in their shopping cart so that an informed decision can be made.Desired Settlement: I would like to have my rewards account credited and be able to return the few items which were unsatisfactory.

Business

Response:

We will need the customer reward card number in order to research this further.

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 needed additional info to research further. My rewards number is [redacted]

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

Sincerely,

Business

Response:

We

apologize for any confusion. The purchase in question was over 25 units; and

you can only purchase up to 25 units of P.S. from Aéropostale® merchandise per

day. Purchases above 25 units per day by a single customer will not be allowed,

and therefore this was neither recognized in our system nor applied to the customers

P.S. Rewards account. We are sorry that this was not handled properly we will be able to make an accommodation for the customer in this

circumstance. We have added this purchase to the customers P.S. Rewards account, so they

will now be receiving your Reward Certificate back for this purchase via e-mail

within 24 hours!

Thank you,