Aeropostale

Review: Hello

On June [redacted] I made a $201 online order with Aeropostale. I receivied an email stating that my package would be delivered on June [redacted]. I stayed home all day waiting and waiting, my children were off of school on that day and home in the living room playing. Around 4-5 p.m I checked to see where my package was and the email stated that it was delivered and LEFT AT FRONT DOOR. When I opened the door there was nothing there. Nothing at all. The delivery driver did not even try to knock on my door. I was shocked because anyone that delivers anything to me knocks and gives me the package in my hand. This driver did not. After contacting [redacted] about the delivery they told me that Aeropostale gave them the option to leave the package at the front door. In a building seriously!!! I then contacted Aeropostale who told me they would investigate. After more than a week of waiting to find out what they would do, I contacted Aero and was told that the conclusion to the investigation is that they cannot do anything for me because the package was delivered to the right address. Even though the package was delivered to the right building it was not delivered to me it was delivered to my door mat and obviously someone saw it and picked it up. Now I am out of my hard earned money and my products. No way!!!! This is unfair and Aeropostale just brushes it off. They should treat their customers better. I was told that it is my duty to make sure that my packages are delivered to a secure location. I did make sure of that I put the right address and stayed home all day waiting on it.

In my opinion it is Aeropostales duty to make sure that there customers packages are delivered securely, I refuse to lose $200. I don't have money to waste. I'm a mom of 4. For once I attempted to do something for myself and this is how it turned out.

I will not stop until I get a better response from Aeropostale and I will never shop at Aeropostale again. They just lost a valued customer.Desired Settlement: Refund or store credit.

Business

Response:

The customer has been contacted and she was satisfied with a credit. We offered to make a replacement but she stated she’d rather shop in stores. She agreed to allow us to send a Free Ground Shipping + 20% off code, just in case shedecides to purchase online again. 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 (order #[redacted]) with Aeropostale. I paid for 2/* day shipping, the order was shipped on 12/*, the first business day of shipping. Therefore, it should have arrived on 12/*, even the shipping company, UPS, agreed the package should have arrived on 12/*. UPS is doing an investigation. UPS requested that I contact the shipper & ask that they also start an request that UPS do investigation. The Aeropostale customer service rep said 1) to give it another day, even though I PAID for 2/* shipping, and 2) they could not request an investigation until 7 working days after the package should have arrived. When I asked if I could talk to a supervisor, the customer service repsaid she would try, "BUT THEY ARE REALLY BUSY." Guess my business is not important to Aeropostale. When I asked her to try anyway, she put me on hold for like 2min and said she no supervisor was available. All I wanted was for Aeropostale to submit an inquiry as UPS requested to locate the package that I paid extra for the shipping. UPS acknowledge fault so why couldn't Aeorpostale perform the request and honor my order.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Better customer service.Since the package did not arrive during the timeframe which I paid for, a refund of the shipping cost would be appropriate.

Consumer

Response:

Since the package did not arrive during the timeframe which I paid for, a refund of the shipping cost would be appropriate.

Business

Response:

Review: On 2 separate occasions, Aeropostale.com has changed my order due to items not being in stock, overcharged me and took away the promo codes I used.

On Dec.**,2013 I placed an online order # [redacted]with Aeropostale. I used a promo code for free shipping ($7) if you spend $50 or more. Before sending my order, I verified that all items were in stock and made sure the amount was correct and placed submit. Right after I pressed submit order, they give me a message saying one of the items I ordered was not in stock which lowered the amount to under $50 (for the free shipping) and charged me shipping. I paid using a gift card and they took the money immediately. I called their TERRIBLE customer service several times that night trying to fix the situation and add a different item to replace the one that wasn't in stock and asked if they could refund the shipping charge. They claim that they couldn't pull up my order and the only thing they could do was charge me for another shirt and give me free shipping on that order. I should never have been charged the shipping in the first place because my items totaled more than $50 and it wasnt MY fault that the item wasn't in stock. They refused to make it better so I cancelled the order and it took them 4 days to refund the money to my gift card.

Exactly 4 days later, when they refunded the money to my gift card, I decided to try again and thought surely the same thing couldn't happen twice..WRONG! On Dec. **,2013 I made an even bigger order to take advantage of 2 promo codes. $25 off $100 or more and free shipping on $100 or more. Order # [redacted]. I had items totaling $106.25 in my cart (over the limit for both promo codes.) My order subtotal after the $25 off was $81.25. I used 2 gift cards for $50 and one for $13.36 to pay. My remaining balance after the gift cards were applied was $17.89 (pre-tax I believe). I did the same thing I did last time, verified they had my items in stock and made sure the balance was correct. Sure enough, as soon as I hit "send order" they did the same thing again. They told me one of my $10 sweatshirts was not in stock. The original order was $106.25 now minus this $10 shirt they didn't have in stock, it brought my total down to $96.25 Again, they charged the $7 for shipping because my order now coincidentally fell below the $100 for the promo code for the free shipping. This also didn't allow me to receive the $25 off of $100. They ended up depleting both gift cards totaling $63.36 and took $46.55 from my account almost immediately. This amount was never authorized, they were only supposed to take $17.89 plus tax. Again, because of THEIR mistake, I was overcharged for the SECOND time but this amount was even greater. I cancelled this order as well but they have yet to refund my money. This company has such terrible business practices, terrible customer service and just flat out refuse to make it right in any kind of way. I have been a long time customer of Aeropostale in store, these were my first 2 times and the last time I'll ever order from them again. Very disappointed and I suggest they update their system with "real time" so this doesn't continue to happen to customers as well as better customer service and business practices.Desired Settlement: At the very least, I expect my money to be refunded PROMPLTY. It has been 10 days since my most recent order and still no sign of a refund, I was told by customer service that my refund would take 3-5 business days. If the company were decent, they would offer something else to keep me as a customer but it's apparent that they don't care about their loyal customers.

Business

Response:

I left the customer a voicemail

with a contact number to call back. The funds were available on the GC’s but PayPal stated that

even though the order was cancelled it was still pending. They released this

hold last night for us.

Thank you,

Review: I made a purchase on 11/**/2013, for 2 sweat suits, one on an XL and XXL, However, when I received the merchandise, I received both sweats in a XXL. I called the company for a return label and they advised it would be 24-48 before I would recieve it. It has been since Wednesday, and I still haven't received it. I tried to take the merchandise to the store and they advised I had to get a gift card, because I made the purchase through [redacted]. I am just trying to get my money back and no one with the company wants to help.Desired Settlement: a refund of my money that was spent on the wrong merchandise that was shipped to me.

Business

Response:

We have reached out to customer via e-mail and

have not heard back. We just sent a follow up email to the other email address

that they have .

Please have the customer contact [redacted] at ###-###-####.

Review: I frequent both your aero and ps stores in nashville tn and after signing up for email notifications I received an email for 10 off 20. I went to the site and saw aero was running a 30% off promo and so I added several items to my cart over a couple days and decided to finally check out last Thursday. I repeatedly received an error message after entering my promo code and decided I'd try again since it was past midnight. I went back to check out the next evening but kept getting the same message. I was flustered bc the promo was not there and my coupon was about to expire. I then called and was told that I couldn't get my 30% bc she couldn't see my credit card in there system. I asked for a supervisor and was told one would call back in 24 hours. I didn't rec a call untill 7 days later. I explained this all to the female and male supervisors only to be given excuses as to why they didn't call back and was also told basically that I was pretty much out of luck. I was not going to receive the 30% that I tried to redeem nor the 10 off 20! I am Angry about the site and the service I received.Desired Settlement: I feel that I should receive compensation in the form of a gift card that would make up for the movie site errors, the 30% promo, the 10 off 20, not following up within a reasonable or promised time, and poor service. A $100 dollar order would've given me $30 off and ten off 20 is $10 as well as free shipping of $7. This all calculates to A store credit or GC for $40-$50.

Business

Response:

We have called and sent an e-mai to the customer offering her a $25

gift card as gesture of goodwill.

Thanks,

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]

You can call me back anytime but I probably didn't answer the call because it was from a blocked caller. If you called from a private number then I didn't answer because of that. I was at work If u called before 4. If u have a number I cn call you back at that's good but it would help if the number was not private. I really don't feel like a $25 is adequate. There where multiple issues and the last guy I spoke with from your company tried to basically offer a $17 refund (10 off 20 coupon that I couldn't use because of the failure to contact me and shipping cost that was supposed to be free anyway) so this is an insult honestly to be offered $8 more and in store credit at that. I also filed the complaint weeks ago... I dnt agree.

Review: I placed an order online Friday September [redacted] and checked my bank account immediately after to make sure they didn't charge twice. The money was taken only once but when I went back to check the status and when it would be delivered no order could be found. So I called customer service and [redacted] also told me no order could be found. so I asked what happens now and she said its nothing she could do, I would have to re-order and repay. which is completely unfair because one already paid once and should not have to pay twice. I'm extremely disappointed and upset with the service.Desired Settlement: I request that my order be acknowledged by sending what I order at the price I ordered and also a full refund.

Business

Response:

Review: I purchased, online, an Aeropostale gift card as a Christmas gift for my granddaughter on Dec. *, 2015. A promotion at the time indicated I could receive a 20% discount on my purchase. I entered a card amount of $125, a $25 discount was applied, and $100 was to be charged to my credit card. This information was confirmed by the Order Confirmation, which I received via email. (Copy available - but unsure how to send).

The card received only held $100, not $125 as indicated in the Confirmation. My granddaughter discovered that when she made purchases at her local Aeropostale on Dec. **, 2015. On the afternoon of Dec. [redacted], I phoned Aeropostale Customer Service, and was told by a male agent that a $25 card would be mailed to me. A few days later, on Jan. *, 2016, I received an email from "Catrina A." in Customer Service saying that I would not be receiving a $25 card, that discounts do not apply to gift cards, and that she was sorry for any confusion I had experienced (copy available - unsure how to send). I began calling Aeropostale Customer Service, and was told the matter would be referred to a supervisor. Later the same day (Jan. *), I received an email indicating that case number [redacted] had been assigned, and that I would be contacted shortly (copy available - unsure how to send).

By Jan. [redacted], 2016, I still had not been contacted, and called again. I was told that the case number above could not be located, but that a supervisor would call me back within 24 hours. No call came until January [redacted]. I missed that call, but the rep, "Tenesha" left a voicemail, and I returned the call at the number she provided, which was the customer service line. Tenesha couldn't be located, but "Mike" came on the line, and stated that I would not be receiving a card for the $25, that discounts don't apply to gift cards, and that he was sorry I was given incorrect information on the phone by the other agent on Dec. [redacted]. The Aeropostale website is clearly defective and misleading - if the policy is as "Mike" stated, the website should never have allowed the application of the discount. Multiple other online retailers I deal with employ that feature in their websites - if a particular discount or coupon doesn't apply to a certain item, I am always clearly informed of that at the time of purchase - the website won't allow the discount or coupon to be applied, and states the reason why. That did not happen with the Aeropostale website, and furthermore, my purchase confirmation clearly states that my purchase was for $125, a $25 discount was applied, and I paid $100. I expect Aeropostale to rectify the situation by sending me the $25 gift card that it has withheld, so as to avoid the appearance of fraud.Desired Settlement: I expect Aeropostale to rectify the situation by sending me the $25 gift card that it has withheld, so as to avoid the appearance of fraud.

Business

Response:

We have contacted the customer and advised we are sending a $25 GC to replace the amount she lost due to the promotion. She was happy with this resolution.Thank you,Paul C[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. I very much appreciate Revdex.com's intervention. Hopefully, Aero will remedy the issue with their website that allowed the confusion in the first place.

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 recently responded to your query regarding resolution of the above complaint, indicating that Aeropostale had contacted me via phone with an offer to send a $25 gift card in the hope of resolving the issue. I accepted Aeropostale's offer, and considered the matter resolved. After the phone conversation with the Aero rep, I promptly received an order confirmation on Jan. **, 2016. A shipping confirmation was received on 2/*/16. I received the card within a couple of days, and forwarded it to my granddaughter in TN. I then received another order confirmation for a $25 gift card on 2/*/16, with a shipping confirmation later the same day. Thinking it was an error, I ignored it. After being out of town on business last week, I discovered yet another gift card in the mail when I returned on Friday, 2/**/16. The info enclosed indicated the card contained $25. I phoned Aeropostale this morning to be sure I hadn't been charged for the second card, and to get an address to return it to, since I wasn't entitled to a second card. After a lengthy hold, the rep indicated to me that the first card I had received - and had sent to my granddaughter - "failed activation", and therefore contained a ZERO balance. The second card that I believed to have been sent in error was actually a replacement for the zero-balance card. I really cannot express how frustrating this is. My grandchild has now been embarrassed twice by this company, and I have expended hours between phone calls, emails, and complaints to various agencies, all because of the incompetence of its staff. The supervisor I requested and spoke with this morning, Alexa, apologized of course, and said I should have been notified of the problem and informed that the 2nd card was being sent to correct it. I received no such notification, of course. I appreciate so much the intervention of Revdex.com in this issue, and wanted to make the agency aware of yet another instance of mistake-piled-onto-mistake by Aeropostale. If I need to complete another complaint form, I'll be happy to do so, and can provide copies of the email confirmations in this latest round of dealings with Aero. Please advise. Thank you,[redacted]

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

Sincerely,

Business

Response:

The customer has been contacted. She was appreciative of 15% and the call.Thank you,Paul C[redacted]

Review: May *, 2014-I attempted to place an order online; the company's website sent an error message and the transaction was not completed. I subsequently placed the order with a rep over the telephone. My account was charged twice for the same order. I contacted the merchant to inform them of the error. The rep stated that the charge would be reversed in 3-5 days. Upon discovery that the charge had not been reversed by day 5 , I again contacted the merchant. I spoke with both a rep and [redacted], "[redacted]" on May *. [redacted] claims that Aeropostle Inc. can not reverse the charge and claimed it is illegal to send account information from one institution to another. My banking institution indicates that it is the merchant's responsibility to reverse any unauthorized charges. My bank also indicated that the merchant is able to reverse the charges. To date, the additional charge of $71.58 has not been reversed. The issue remains unresolved and $71.58 has been withheld from my account.Desired Settlement: My account should be credited for the amount of $71.58.

Business

Response:

We have spoken to the customer and she banks with TD bank. We had originally advised her that they required the fullcredit card information. She advised me that she spoke to them and they stated that they would accept the last 4 digits of the credit card. I advised her that we would call them and attempt to get them to remove the hold for her. When we contacted them they stated that they require the full credit card number to be faxed to them and that without it the hold does take 7-10 business days to fall

off. Due to security reasons we cannot fax this to them.

We contacted [redacted] back and left her a voicemail advising her of this. I also requested that she call me back

and offered a $25 OGC. We called several times and have not received a call back.

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:

[Your Answer Here]

I spoke with [redacted] from the corporate office on May **, 2014 to explain my issue with the double charges on my credit card. The company has not made any additional attempts to contact me on the number provided. The company's response to Revdex.com claims that they have attempted to contact me on several occasions; that is untrue. I have not been contacted by anyone from Aeropostle since my initial conversation with [redacted] on May **, 2014. Aeropostle has provided poor customer service and I will not patronize this business again.

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:

[Your Answer Here]

I have not been contacted by Aeropostle since my initial complaint on May **, 2014. I spoke with [redacted] on May **, 2014 who stated that she would contact my bank and then follow up with me. I have not been contacted by Aeropostle since my initial complaint on May **, 2014. It is untrue that Aeropostle contacted me several times; I have voicemail/caller id and their rep. has not left any messages on my voicemail. I also contacted TD Bank who stated that they can do a search with the last 4 digits of the account number. Aeropostle did not address my concern or rectify the problem. Aeropostle provides poor customer service and I will not patronize this business.

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

Sincerely,

Business

Response:

We just spoke to her and explained to her that TD bank would not work with us and

required the full credit card number which we could not send. She did confirm

that the hold has since fallen off. I also advised her that we would like to

send her the $25 OGC for her issues and she said okay. We are sending this to

her today.

Thank you,

Review: Almost two months ago I purchased items online and had them sent to my parents address because the fedex in my area usually gives my packages to the wrong house. I took the items to the nearest aeropostale store to return and they said I could not return the items because they were sent to another address then my billing address. I contacted customer service and they said they will send me a receipt so I can return the items in the store. They then sent me the wrong receipt and again I could not return the items. I contacted customer service and they said they will send me the right one. They never did. They sent me an email saying too much time had past an I would have to pay for shipping to return the items and that I could no longer return them in stores because they don't have the packing slip anymore. They automatically gave me a gift receipt and I did not mark gift receipt.Desired Settlement: I want to be able to return my items in a store like they said I could. I want my money back.

Business

Response:

We worked directly with the customer to assist in returning the item to our online store.The package was received at our warehouse on July [redacted] and a credit is in the processed of being issued to her account.

Review: My 11 year old daughter received a gift of clothes for Aeropostale. We went to exchange the cloths which still had tags and were never worn. The sizes were incorrect. I was advised by jasmine green ( associate manger) that they no longer do exchanges and that we are stuck with the cloths don't don't fit. I find this unacceptable. These are clearly their clothing line and Aeropostale trademark wear cannot be purchased outside of the corporation. I was not asking for cash all I was asking for was a even exchange so my daughter would be able to wear what she received as a gift.Desired Settlement: To be able to return to Aeropostale and have a even exchange for the products that were purchased at their store.

Business

Response:

I would like to research this further with the store. I will need the store location including city and state.Thank you,[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]

Was not a resoultion he wanted more info store #[redacted]

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

Sincerely,

Business

Response:

Please have the customer go back to the store and ask for a [redacted]. The return will be processed according to our return policy. Thank you,[redacted]

Review: Staff broke the [redacted] law and REFUSED to issue me state sales tax. When I was asked why not, I was blatantly lied to and told that each store can do what they want in regards to tax. I explained that it was BREAKING THE LAW and asked for management, however their response was the same. The online customer service staff took their time in getting back to me. They left a phone number and I left 3 messages to which no one responded to. No one acknowledged that they were WRONG or even tried to rectify the situation. In regards to my refund, all they had to do was look my order up online and refund the tax, instead they unprofessionally asked me for proof of purchase.Desired Settlement: Due to my having to wait over a month for a simple refund and due to the embarrassment and the way I was treated I the store, I would like to know HOW this situation will be resolved and how the unprofessional staff will be dealt with.

Business

Response:

Dear [redacted],We do apologize for any delay in responding to the customer. We were madeaware of this customer’s experience when she emailed us on 10/**/14. Atthat time, we requested a copy of her transaction information in order toresearch this matter with the store and provide her with the appropriaterefund. The customer responded to our request for this information on11/**/14. A refund in the amount of $6.07 was processed to the customer’s debitcard by our Finance Department today, 11/**/14. We apologize for thecustomer’s experience. Thank you,[redacted] Thankyou, [redacted]

Review: order shipped incomplete

I placed an order, they didn't ship it all even though they stated they did. So I asked for an exchange and they agreed but the person inputting my order did it incorrectly which made the company just give me a credit with out telling me. all I asked for was my product what do I want with a $10 gift card which now I have to pay for shipping charges. so this company messed up twice on my order and still didn't help me. I will never shop there againDesired Settlement: I want my clothes I ordered and they invoiced me for

Business

Response:

The number on file is disconnected, and we have emailed the customer with a direct phone number and contact to resolve issue.Thank you,[redacted]

Review: P.S. Aeropostale sends daily emails even though customer has "unsubscribed" and emailed customer srevice for 3 months

Signed up for email coupons in a store. Started getting DAILY emails. Unsubscribed through link in email, but emails kept coming. Emailed their customer service. They send standard "your email address will be removed within 2-3 business days." Did this 5 times over 2 months. Still getting DAILY emails. One Customer Service rep emailed that she woudl send to HQ. Still getting DAILY emails.

I'd simply like them to comply with my request to stop sending me emails.Desired Settlement: I simply want them to remove my email address from their Aeropostale and P.S. Aeropostale emailing list.

Business

Response:

We have removed his e-mail from our data base.

Thank you,

Review: I ordered clothes from their online store, $114.36 worth, and they shipped them to the wrong address. They sent them to the address that I had 5 years ago when I ordered through them, and not to my new address which I clearly filled out when I ordered the clothing. They have since said they cannot refund me, or send me the products I ordered because they're saying I made the mistake on the address I provided. I have a confirmation email that clearly states the right address, so I feel as if they should either refund the money, or send me the product I ordered.Desired Settlement: They should refund me the money send, or send the product I ordered to the correct address.

Business

Response:

We have contacted the customer and resolved this issue.

Thank you,

Review: So, an order was placed through Paypal with this company and shipped on 11/*/2015 to my address of [redacted]. It was shipped via [redacted] and says that it was delivered to my home address on 11/**/2015 and left at my front door without a signature. I contacted the company several times and explained that I never received the package although [redacted] stated that it was delivered. The company, after several attempts refuses to refund my funds or to tell me how I canm resolve this situation. I have also contacted Paypal and [redacted] and both companies say that it is the sellers obligation to make it right with the customer. I don't live in the best neighborhood and have advised Aero that I would like to have signature required on the package as this happened to me before back in April of this year which is why they are saying that they will not honor any of my requests. I have talked with several customer service reps such as Ashli, Tamekah, and a manager by the name of Brittany who was very, very, rude. I have been dealing with this company back and forth since 11/**/2015 and have no merchandise and my account has been debited of $154.78. This is horrible customer service as this is no fault of my own and I have basically been told that I am out of luck the money and the merchandise.Desired Settlement: I would like a full refund for the items not received.

Business

Response:

We will

issue a credit and advise the customer orders going to this address will no

longer receive accommodations. 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 had recently placed two orders with Aeropostale. The very first order I ever placed with them was wrong and missing two items. I had contacted them and they refunded me the amount for the two items. I then placed my second order because I did not receive what I wanted the first time. Time goes by and NEVER receive my second shipment. When I contacted them about the order they will not issue me credit for the shipment since they have previously refunded me already on the first shipment that THEY DIDNT fulfill correctly. Im very upset that now Im out the product plus my 164 dollars. Their policy on the matter that they can only issue credit to a consumer is LUDICROUS!! I will never shop at this company for this fact of screwing someone out of their money. And will be sure to make it known to many others.Desired Settlement: I want my money refunded

Business

Response:

We just spoke to him and advised him that we were crediting him and recommended that he ship to an alternate

address since UPS is having issues delivering to him. He agreed with this and thanked us for our time. We advised him that he would receive the confirmation email for the credit in 1-2 days.

Thank you,

Review: This complaint is towards the actual warehouse that processes returns and issues credits for Aeropostale online orders. I ordered 7 items from Aeropostale in the beginning of December, I believe December *, 2014. I received the box from Aeropostale and upon receipt I opened and realized the items were not the items I had ordered. I ordered adult sizes and I received clothes that were children sizes. I contacted customer service and was instructed to print out a mailing label they will email to me and send the box back. I cancelled 5 of the 7 items on the order due to the fact that they did not have the sizes in stock for certain items. Customer service informed me that they would issue my refund upon receipt of the box. I sent back the box promptly on December [redacted] and have yet to receive my refund. I have called customer service 5 times and each time they have told me they would put in a request to issue me a refund. The original amount of my order was $95.11 the items I ended up receiving are only worth $25.40 before taxes. They still have not even verified the dollar amount of the refund. Although customer service was very polite and courteous I am very dissatisfied with this whole experience.Desired Settlement: I want a refund immediately. As well as a some type of compensation for the inconvenience. I have had customer service write notes to have someone call me back to inform me of what's going on and they never have. I feel like they are blowing me off. They have had my money for over a month and I want it back.

Business

Response:

The customer has spoken to a couple of supervisors regarding this issue. She stated she received the wrong items. According to our records, the customer requested that the two of the seven items that were in stock at the time to be sent her which they were. They were delivered to her as of 12/**. The customer was issued a credit for the items she did not get as of 1/* for $68.51. As the customer received two of the items on the order per her request, full credit was not issued. A confirmation email of this credit was also sent to the customer. Returns also tried to process credit for the same 5 items on 1/** but since we had already issued credit, the return adjustment was cancelled.Thank you,[redacted]

Review: I went to your Aeropostale store ([redacted] Store in **) on July [redacted] at 8:30PM. At first, my daughter was checking out to get a shirt on sale. That transaction went well. When I was standing on the line beside her, I saw some sunglasses on sale by the checkout area and they were priced at $6 each. I asked the cashier if they were priced at $6 and she said yes. So I got a pair of those sunglasses and when the cashier scanned it, it turned out to be $8 each. I have a 25% off coupon on me and I asked her if I could use it. She said no because the minimum for the 25% off is $10, however, that statement wasn't shown anywhere, even on those tiny words on the bottom of the coupon that I have to purchase $10 to use the 25% off. I don't want to argue with her so I got another pair for my daughter. She scanned both of them and told me that the price was $8 each for both of them. However, I told her again that the price shown on the shelf is $6 and she gave me an excuse that they didn't change the price on the shelf yet. Is it my fault that you didn't have time for the WHOLE DAY to change the price since yesterday? Since it is 9PM already and it's closing time, the other woman working in the store told her to override the price to $6 each. That is the price that I am supposed to get, now it's $12 for the total price. It is over $10 now but she still doesn't honor me the 25% off no matter how I explain to her. I started explaining to her but she doesn't care about what I say no matter what, I say I don't want it anymore and we had an argument. She said if I don't leave, she's calling the security. Is this how Aeropostale train their employees, what kind of customer service is this, kicking a customer out for their own fault? I used to have awesome experience shopping at your stores but this is a horrible experience.Desired Settlement: I don't even want to visit my local aeropostale store anymore to see that impolite lady and deal with her again. I want get those sunglasses online, [redacted], Oversized Square Sunglasses Color Tort, with free shipping and a $12 credit after dealing with those impolite employees.

Business

Response:

We have shared her feedback with the appropriate District Manager to investigate and address this issue with the staff.We value her continued patronage and will take every measure prevent a reoccurrence of her experience. As a gesture of good will, we would like to e-mail her a gift card for $12.00 and a free shipping code. We simply ask that you reply with her e-mail address. 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,

Business

Response:

The gift card has been processed please have the customer check their inbox and spam folder within 24 hours. The free ship code is [redacted] which is case sensitive. Thank you,Paul C[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. I have received the $12 gift card from my email and the free shipping code from the chats here. Thank you!

Sincerely,

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]

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]