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Business Profile

General Services

AAFES Offutt AFB Exchange

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/22/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Applied for Military Star Card on or about October 24th 2023. As of today's date 21 December 2023 I still have not received my card however I have a balance. NUMEROUS calls were made and the exchange keeps telling me they are checking on it. Where is the card? What is my account? Who has been using it?

    Business Response

    Date: 12/27/2023

    I do apologize that you have been having this experience. However, I work at the Offutt AFB Exchange and do not have anything to do with the Military Star Card accounts or administration. I would refer you to our customer service department for a resolution on this issue. They can be reached at ************** or ***********************

  • Initial Complaint

    Date:11/30/2023

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ************** has been unable to credit my military star card for the amount of $200 for over four weeks now. I was charged $1,599 instead of $1,399 for an Apple Studio Display 27" in standard glass. The order was placed on 20 Oct 2023 and delivered on 25 Oct 2023. Attached is my invoice showing product costing $1,399.00 and my statement showing a charge of $1,599.00 instead.

    I contacted three different managers since early Nov 2023 and was told to give them 5-7 business days. Apparently, the issue needed to be resolved by their IT department.

    Attached is also an email from their fraud department advising me on 18 Nov 2023 to give them 5 to 7 business days for credit to be reflected on my account. It is now 29 Nov 2023 and still no credit has been applied. I am requesting they credit my account for having billed me $200 in excess and to stop telling me another 5 to 7 business days each time i contact them.

    vr
    Maj MP

    Customer Answer

    Date: 12/13/2023

    Credit of $199 was applied by merchant after 4 weeks and having submitted a BBB complaint. 

  • Initial Complaint

    Date:11/29/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sir/Ma'am, On 12 November I ordered 12 items of ****** Jewelry from AAFES. At the time there was a sale going on and it included an additional 15% off if I used my MilitaryStar Credit Card which I did. I ordered this jewelry because I was taking my family to ****** on 21 Nov for the Thanksgiving holiday and I wanted the girls and women in my family to be able to wear the Jewelry to a special Thanksgiving dinner that I organized over 6 months ago. Shortly after ordering I got a confirmation of the order and that a shipping label had been made. I received a shipping label for two items the following Wed. Then on that Thursday, four days before we were to fly out, I received a message from AAFES stating that my order was cancelled because it was out of stock. So they cancelled ten pieces of jewelry five days after my order was placed. At this point it was too late to order anything else in time for the trip. I called AAFES and the CS agent was nice, she explained that there was nothing she could do and suggested that I complain through the AAFES website which I did. This time I received a cut and paste message which essentially disclaimed any errors AAFES made. This time, it was suggested that the pricing was incorrect on the items and not that they were out of stock. There was no other information provided other than the disclaimer. Either way, I would like my original order filled. I can understand one or two mispricings or out of stock errors, but ten is hard to overlook. Order number: **********

  • Initial Complaint

    Date:06/13/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 4, 2022, I placed an order with AAFES/Military Exchange for furniture including a mattress that I paid $1,049 for. The furniture arrived. The mattress did not. Despite several attempts to contact this company to initiate a refund, I have been promised many times over that the refund would be initiated but I have yet to receive a penny back. This mattress was charged to our military star card and continues to accrue interest charges to this day. We are super disappointed that this company could care less about refunding us for an item that we never received. Please do the right thing by this veteran family you proclaim to respect and honor and give us our FULL refund.

AAFES Offutt AFB Exchange is NOT a BBB Accredited Business.

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