"my order lost in the mail, i been tracking my order online, so i know if my package is out for delivery. so i wait for it. but i'm waiting for nothing. i don't know if this is a scam or what. I spend like 2 hours talking to their customer service. customer service name brandi says they can't do anything about it, that i should call our local post office. i said ok. just cancel the order, they say, they can't cancel the order bcoz it's already been shipped. so what's the best solution? it's a lost of money. i just hoped they will refund me."
"The special for buy one get two free does not work online. I agreed to pay 82 dollars and the site charged me over 215.00. I called they talking about it will take about a week to fix that's cazy"
"They do not honor their customers. They spam your email after ordering with the ferocity of a scammer. I have followed the unsubscribe link three times now and even called in to complain and ask to be removed. Still receiving 2 or more emails a day from them two weeks later. This is incredibly unprofessional and unacceptable for any reputable company in today's technology age. I will blacklist them on our company email server and refuse to do business with them again, online or in the stores. They have many competitors who do not abuse the privacy requests of their customers."
"I think the issue is like alot, ordering online. I rely on ordering online because I wear mainly size 0 and XS and those are rarely in stores. I have ordered in the past throughout the years and the last 2-3 orders all had issues. The phone line is pretty quick however their rep is less than helpful overall.
The last one just happened a few days ago after I got my order. I bought a good amount of items and got them in two boxes. The total of items were correct however 3 did did not match, or should I say they are someone else order because they were size L and M, and because of that, my order was missing 3 items that I ordered. I can understand because it's the holiday season so I called in to fix the issue before too late and the real rush hit. I got a gentleman and explained the issue to him. He apologized and asked me to repack the 3 items (tops) that were wrong and return them, no problem. He than re-order the missing items for me and called it a replacement order. However one item was out of stock (or to say the color i ordered was out) so he can only send the other 2. I asked if I can get an extra of a color that is in stock to make it easier, he said no. So he created an replacement order for those 2 and refund me the out of stock one. I should get emails for those right away and should get them in a few days. I got emial for the shipping but never for the refund. I waited nearly a week later and nothing show up back on my cc or an email. So I send an reply to their service. Instead of helping me to check what is going on, I got a reply by Jeanette C. saying not only did they shipped my order in full but also reshipped extra order to me already "as an accommodation" to me. I do not think shipping out items that I originally paid for and keeping my money for the out of stock item is an accommodation to me. Their job is to send me the items I paid for and refund me if they unable to fulfill the order.....not taking my money, send partial, have me help fix their mistake and trying to make it sound like they did something nice for me.....Hopefully they will up their CS because I do love their clothing."
"No receipt no exchange, you are stuck with $179 worth of clothes for 14 year old daughter. I will NEVER SHOP HERE AGAIN! We had more than that to buy but we're told no receipt, no return. I put my hex on this store as I've done with others whom are no longer in business. So it won't be long before profits plum it an Aeropostale is a store of the past. Better customer service policy would have saved your store. Goodbye Aero an Good Riddance! I will take my $2000 a year an go elsewhere! Haha you are done for in this area once the word is out about your policy, just like Burlington coat factory, the hex is real an KARMA is a Biotch!"
"Horrendous online ordering system for Canadians: I ordered 3 jeggings for my daughter & when it switched me to their secure site for payments it changes from CAD64 to USD78 and another USD 50 for shipping and handling.
Aeropostale needs to either say that they cannot ship to Canada as some brands do, which is OK with me or should honor the price they quote. Keep ill treating your customers especially the young gen who look to doing these online and you will not have many left...
A very disgruntled father !"
"I've always loved the clothes at Aeropostale, I shop at the store all the time. I recently sent an order for a long sleeve pink top with an open back. I was a little dissapointed when Aeropostale sent me the wrong color. Though the color I received was my second choice, I wish I got pink. Despite the misunderstanding of color, I enjoyed shopping through Aeropostale as always."
"BLACK FRIDAY NIGHTMARE
WHAT AN IDIOTIC COMPANY THAT EXPECT PEOPLE TO WAIT 14 DAYS FOR PRODUCT THEN WHEN THEY COMPLAIN, THEY CANCEL YOUR ORDER!
Dont buy from these creeps..They charged my palpal account and it took me a week to get someone to reply to my email. I was told they were heavy busy and my online order was delayed and would be delivered in AN ADDITIONAL 7 to 10 days........Was I suppose to guess this was the situation since I ordered the items for a birthday? Terrible customer service..and they screwed up my PayPal account....."
"I ordered a couple of cardigans and they were huge, and I ordered my normal size at aero. I call to exchange them and they say okay. A week goes by and I've got no exchanges. Then I get a call from them saying the items are out of stock...no dip shit! You waited a week to feel my order so now I don't get my items. The dumb ass lady on the phone could care less that I got screwed. I'm done with them, this company does NOT care about their customers."
"Worst customer service and return policy I have ever came across. Because I can't wear any clothes without washing them first I now can't return them. It's not my fault I breakout if I don't wash my clothes in a certain detergent before I wear them. "
"I just received the worst customer service of my life time. I received an email from one of your reps that the three pants out of 5 I was exchanging was out of stock though the online system shows you have plenty of them. I guess your supply chain system doesn’t communicate with your online system “If that is true” surprisingly when I called yesterday your CSR told me you had them in stock and I was to receive a different size for all the pants.
Anyways, I decided to call in today and spoke to Kyle located at your WI call center. First Kyle told me they have it in stock, she also said maybe when the email was sent out the product was out of stock. I said to Kyle the email came at 7:15pm and it was almost 8:15pm when I was talking to him. So I asked him to call his supervisor named “Chelsea” he said his supervisor was not there and there is no one to talk to me. He even added by saying he only has a limit of time to speak to me and he has to get off the phone. Kyle refused to give me his last name or his employee ID. I hope the calls are recorded.
I will not tolerate poor customer service, I have always bought your products for my daughter at the shop and I never had to return them. But this is the first time and I received the worst customer service possible. Your CSR’s have contradicting information. Sometimes it’s better to spend more money and receive the best and efficient service than what I have received from your employees so far.
"
"This was my first online order from this company, had several issues
1. Items I ordered were not in stock even though site said yes.
2. Was cancelled those items not even asking if I wanted a different color nothing.
3.Now they decide to steal from me, my order total was over 75 which the promotion at the time was free shipping. But since they decided to cancel the items they claimed to be in stock now they charge me for shipping and guess what the total is now the same except without my scarf.
4. I call customer service OMG what a lack of customer service and management at this point I wasn't even mad things happen I know that..but let me tell you I tell the representative to find alternatives at this point I just want to make the sale so I say hey well I see a shirt for 3 $$ more can you just match it and I'm good with the order straight out "No" and a silence....well then I said something else similar "No" and ailence seriously..
5. I speak to a manager thinking maybe the rep is new or something well I see why the rep answers like she does these people juat don't care at the end ended up getting my $$$ back. I'm not sure if the owners know what a terrible horrible Customer service department they have and it all starts with the manager she never apologized never gave alternatives didn't care about the sale. Since I don't shop at aeropostale online or at the store. Very rude and I don't plan on giving my hard working money to them."
"I placed an order at 10:30 pm on 12/2/13 and used a $25 off $100 coupon code. When I clicked to checkout, two of my items were no longer available, so the system automatically removed the items from the shopping cart, removed the coupon, then charged my card for the new total without asking for confirmation. No big deal, just poor shopping cart programming right? The confirmation email said they have 24 hour customer service--GREAT! So I call in and hit an automated system that won't let me speak with a representative until my order number is confirmed. So I use the customer service contact form on the website and let them know that I would like to cancel my order. The next morning I call customer service again at 10:30 am, and they told me it's too late to cancel it now. The CSR, Francis, was nice; we had a professional and calm conversation. But the logic behind the shopping cart and the phone support system is weak. "
"Horrible experience! Got my order cancelled because billing information during check out was mentioned wrong. After it turned that AEROPOSTYLE do not accept my credit card. Meanwhile they block certain amount on my card and failed to release it after my numerous requests. Very unprofessional customer support personnel. Highly recommend to avoid this store.... "
" I placed my order and on the preview screen everything looked good. When I got to the end of placing my order it took off a sweatshirt I had on there saying it was no longer available. I still would like a sweatshirt but would like the free shipping and discount I was being given on my original order. Aeropostale would not accommodate this request, which I thought was reasonable. After 3 customer service attempts, 2 via email and 1 via phone, I was finally offered the deal of the sweatshirt at full price with free shipping. If I wanted to do that, I simply would have placed a second order. I ordered it to begin with in order to get the deal that was being offered. My kids will be sporting Hollister and American Eagle from now on. "