Business Profile

Clothing

Aéropostale

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Aéropostale's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

121 total complaints in the last 3 years.
17 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.

Initial Complaint
Date:04/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
I placed an order on ************************** on 4/20 for a few items. The shipping speed was set to 3-5 days and it shipped within 2. I noticed that they provided a *** tracking number for the order and was marked "delivered" by *** on 4/24. I didn't see the package anywhere and when I checked the photo that the driver put on the package, its a photo of the *** truck. Not the package nor where it was left, just a picture of inside the truck. I was furious so I contacted Aeropostale via chat. The first ***** did not recognize the issue so I asked to be connected with a manager. I spoke to a manager and they confirmed that the photo by *** is NOT a valid proof of delivery. She told me she will escalate this internally and I will get a reach out within 48 hours. 48 **************** No email, no call, nothing. Now, I no longer need the items, I will just go in stores and buy from somewhere else. They also said I need to file a police report. I was very confident that this was not gonna be take by the police since there is no proof of theft based on the photo. Regardless, I called and explained my situation to an officer and he confirmed, they will not be taking this report. They advised that I file an insurance claim with the carrier "***" to get funds since they can not proof theft happen based on the image. I called *** customer care on 4/25 to file an insurance claim. They told me due to shipper restrictions, only the shipper (Aeropostale) can open an insurance claim on this issue. And even if it was successful, here are two callouts - 1) the payout will be to Aeropostale. They will get the insurance money and be paid for this issue, NOT ME, the customer. 2) The package was ONLY insured to $100. The package was $242. Meaning, even if I got insurance funds, I would only get $100 because that's what Aeropostale insured the package for. So now I am left with no items, out of money, police not taking the report and no way to do a *** insurance claim. I want my money back.
Business Response
Date: 04/28/2025
**Response to BBB Complaint**
Dear Better Business Bureau,
We regret to learn that *** *** has not acknowledged receipt of his order, number ************* placed on April 20, 2025.
Our records indicate that this order was shipped on April 22, 2025, using *** tracking number ******************. *** has noted that the package was subsequently transferred to ****, with an updated tracking number of **************************. According to ****, the package was picked up by the customer at the post office on April 24, 2025 (see attached documentation).
We recommend that *** *** inquire with any family members who may have access to the local post office for mail retrieval. In the event that the package has been stolen, we will require a police report to confirm that the theft has been reported to law enforcement.
We trust this information is helpful. Should *** *** need further assistance, he is welcome to contact us directly, and we will be pleased to assist.
Sincerely,
*** *. Aropostale Customer Care Coordinator
Customer Answer
Date: 04/28/2025
Your chat support confirmed that *** did not provide valid proof of delivery. Now you are stating **** delivered it? Then why did *** **** this as deliver and take a photo of a truck? Why does that tracking number from **** not show signature or a photo. **** told me the same thing - sender needs to open an insurance claim. No individual picked this up, this was just confirmed. Please advise if i need to initiate a payment dispute.
Business Response
Date: 05/26/2025
**Response to BBB Complaint**
Dear Better Business Bureau,
We regret to learn that *** *** has not accepted our previous response to his complaint.

Our records indicate that this order was shipped on April 22, 2025, using *** tracking number ******************. *** has noted that the package was subsequently transferred to ****, with an updated tracking number of **************************. According to ****, the package was picked up by the customer at the post office on April 24, 2025 (documentation provided in previous response).
*** *** contacted our customer service chat team again on 5/11/2025 and was refunded in full for this order, amounting to $242.23.
We trust this information is helpful. Should *** *** need further assistance, he is welcome to contact us directly, and we will be pleased to assist.
Sincerely,
*** *.
********** ************* ***********
Initial Complaint
Date:04/07/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Order placed 3/2/2025 requests refund 3/11/25 April 7/2025 on several occasions I reached out to this company in regards to them sending the order to a wrong location. The fact that she no longer has the cash app card because Cash app stated that you have to be 18 years or older. shes only **************************************************************** the order to the correct address have yet to comply. I feel like they treated my daughter as if she was a criminal from the jump, they closed her account and actlike she was doing something fraudulent. I feel racially, targeted and discriminated against.
Business Response
Date: 04/08/2025
Subject: Response ******************************* Inquiry
Dear Better Business Bureau,
We acknowledge that *** ******** has not received her expected refund, and we sincerely regret any frustration and disappointment this situation has caused.
Our records indicate that the order was submitted on March 2, 2025, to an incorrect address. According to *** tracking number ******************* the order was delivered to the specified address on March 10, 2025, and the items were not returned.
As a courtesy to *** ********* we processed a refund to the original payment method (Apple Pay) in the amount of $64.93 on April 7, 2025. However, this refund was declined by the payment processor, as indicated in the attached documentation, which notes that "The customer will need to contact their bank for more information." We have communicated this information to *** ******** and recommended that she dispute the charge or file a chargeback with Apple Pay directly to facilitate the refund.
At Aropostale, we value the timely processing of orders and refunds, and we apologize for the challenges *** ******** encountered with her order.
Sincerely,
*** ******** Aropostale ************* Coordinator
Initial Complaint
Date:03/31/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
I ordered from Aero on 3/14/2025, my package was send but the next day it was send back to them. I called them and received refund. I reordered the same items, and this time my package was delivered to the wrong house. Aero is refusing me a refund.
Business Response
Date: 03/31/2025
Subject: Customer Order Concern
Dear **********************,
We regret to learn that *** ****** did not receive either of his recent orders, and we sincerely apologize for any frustration and disappointment this may have caused.
Upon reviewing our records, we noted that a refund was processed for order number ************ on March 16, 2025, in the amount of $103.96. Additionally, order ************ was shipped to the same address and marked as delivered on March 27, 2025. Our standard policy encourages customers to allow up to 72 hours from the delivery date for the package to arrive. We have since processed a full refund for the second order, totaling $169.56.
Due to the two unsuccessful deliveries to this address, we advise that any future orders be shipped to an alternate address. Alternatively, we invite *** ****** to shop at an Aropostale store.
Should there be any further questions or concerns, we encourage *** ****** to reach out directly to our customer care team, and we will be pleased to assist him.
Kind regards,
*** *. Aropostale Customer Care Coordinator
Customer Answer
Date: 04/01/2025
Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
I sent back my return never received my money I was told initially 7 days they received it on the 7th and now there telling me 30 days
Business Response
Date: 02/25/2025
Dear Better Business Bureau:
We are sorry to hear that *** ******* has yet to receive her refund for items returned in January of 2024. Our records indicate we attempted to transmit the refund of $48.94 to the credit card on multiple occasions, but the transaction is being declined by the customer's financial institution for suspected fraud. The customer will need to contact her credit card company directly for more information and dispute the charge if needed.
We hope this information is helpful. We know how important it is to process return refunds in a timely manner, and we apologize for the frustration and disappointment this has caused.
Sincerely,
*** *.
Aropostale ************* Coordinator

Customer Answer
Date: 02/28/2025
I have sent what my bank said there was never a refund issued and never was my account flagged for fraud because of it I sent the screen shots I also tried to dispute the charges like Aeropostale told me and they were denied from my bank I know 50 doesn't seem like a lot but it is to me they are still arguing the fact and that's all they keep saying it is my bank
Business Response
Date: 03/03/2025
Dear Better Business Bureau:
This appears to be a duplicate complaint that has already been responded to regarding a return refund.
We are sorry to hear that *** ******* has yet to receive her refund for items returned in January of 2024. Our records indicate we attempted to transmit the refund of $48.94 to the credit card on multiple occasions, but the transaction is being declined by the customer's financial institution for suspected fraud. The customer will need to contact her credit card company directly for more information and dispute the charge with the credit card directly if needed.
We have attached the notice from the credit card here for review. In addition, we have provided this information to *** ******* via our customer care portal.
We hope this information is helpful. We know how important it is to process return refunds in a timely manner, and we apologize for the frustration and disappointment this has caused.
Sincerely,
*** *.
Aropostale ************* Coordinator
Initial Complaint
Date:02/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Order number: ************ I am no stranger to purchasing from Aeropostale as I own a clothing store. However, I placed an order on February 6th which consisted of 20 denim shorts. I consistently tracked my package as usual. I came to the realization that the package was marked as delivered on February 8th however it was never delivered. I waited all day for the package to be delivered on the estimated delivery date. I checked the entire building and also communicated with my neighbors. The package was never delivered. I filed a claim and Aeropostale responded by telling me I need to file a police report. I attempted to file a police report via the phone because I am disabled. However, the officer didnt take my report and told me to try resolving with the company. This has caused me considerable inconvenience and I would like a full refund. If this isnt resolved properly I will never shop here again. I never had a problem with Aeropostale before as they provided good service until now.
Business Response
Date: 02/21/2025
Dear Better Business Bureau:
We understand *********** did not receive the order that was delivered by *** on 2/8/2025 with tracking number ****************** (Saturday, February 08 at 1:08 P.M. at Met Customer).
Due to the value of the order, we require a police report to be filed for the stolen items. ****** ******** contacted us regarding the stolen order and explained, "The order was placed by my nephew who isnt from this country so he would be unable to file a police report. I am just the receiver. The package was not delivered."
We make every effort to accommodate our customers while adhering to our processes for handling reports of stolen orders. We understand a claim has now been filed with ******, and we will be working with ****** directly regarding the disputed charges.
Sincerely,
******** *., Aropostale Customer Care Coordinator
Customer Answer
Date: 02/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Absolutely nothing was done or is being done. I need my refund in full. My nephew isnt in the country currently to fail and respond. I am disabled and cant get to my nearest police station to file the report myself. I tried calling and the officer that I spoke with told me it is illegal to file a report of the goods being stolen without any proof. I refuse to do so when I know the package wasnt stolen. It just wasnt delivered. It is still your responsibility to resolve the issue. I need my refund in full. You have no regards for disabled persons because you keep insisting that I file a report even after I told you that I am unable to do so.

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

Sincerely,

****** *** **************************************
Business Response
Date: 02/21/2025
Dear Better Business Bureau,
We regret our suggested resolution is not satisfactory to the customer, and we look forward to getting this settled as quickly as possible as we work with ****** directly to address the disputed charges.
Sincerely,
Aropostale Customer Care
Initial Complaint
Date:01/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
The policy for exchange was not posted or explained, I specifically explained that I was shopping early for Christmas and asked if the merchandise purchase didnt fit can I exchange it. The cashier stated that would not be a problem. I went to the store to exchange the items and was told I couldnt exchange it due to policy. Ive been a customer for years all I would like to due is exchange. If I dont get any assistance with this matter I will have to contact the Better Business Bureau.
Business Response
Date: 01/03/2025
Our return policy is printed on our receipts and posted in our our stores. We do require a receipt for all returns / exchanges. If a customer provides their e-mail address at the time of purchase the store can look up their receipt. If the purchase was paid with credit card Corporate is able to assist with trying to locate their receipt and providing a copy of the receipt Below is the information we would need
In order to better assist you, we kindly ask that you provide us with the following details:
- First & Last name
- Telephone #
- A screenshot of your bank statement showing the charge
- Last 4 digits of your credit/debit card*
- Order ID or receipt, if applicable
*If a mobile payment/digital wallet app (i.e. Apple Pay, ****** Pay, etc.) was used as your form of payment, please provide the unique last four digits assigned to your card. Digital wallet apps use a unique digital card number instead of your actual card number when you make a purchase.
Once received, we will look into this issue and follow up with you within a few business days.

.
Customer Answer
Date: 01/03/2025
Better Business Bureau:

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

I would like o refund or exchange.
******** *******
************
** *****

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

Sincerely,

******** *******

Customer Answer
Date: 01/23/2025
Better Business Bureau:

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

Good Afternoon

In response to your last email dated January 17,2025. I don’t know what happened with my initial email January 6, 2025 why didn’t my documents attached.

Please see attach the purchase of one pair of Jeans purchase at Aeropostale. I’m rejecting your resolution. Please review my case.

Respectfully
******** *******
************

Sincerely,

******** *******

Business Response
Date: 01/28/2025
Please have the customer confirm this is their receipt and want items are they wanting to return.
Initial Complaint
Date:11/11/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Ii have been an Aeropostale cust. for over 20 years. My kids and I,I guess you could say are walking billboards for Aero. I've made an order recently and did not receive all my items.I make big orders 3 times a year for the past 22 years and I am always missing something) I reached out to customer service to inform them of missing 3 pair of jeans, a missing **** ***** band shirt, an additional polo shirt was sent to me. The wrong color polo was received. I never received a conformation email and if they were to look into my account it doesnt even show where I made the order because the order was still in my cart until yesterday that is. the stalker guy removed everything from my cart except the polos. The customer service representative tried to lie to me, telling me that my buy one get one on 1 pair of pants was sold out and I didnt receive my additional 2 pairs of paints of buy one get one because they were sold out. Now I know both are in stock and I called him out on it and he said he cannot send me anything to return at my cost the entire order with a restocking fee for the inconvenience I am causing the staff . i told him i can prove where i paid for everything in that order and how much it cost i just want my items i am missing.I told him I wanted to speak with the supervisor and he said there isnt one and if there were they would agree with him. I hung up and called the number back in hopes of reaching someone else but got the same guy and he immediately knew it was me and continued to harass me. I hung up and went to the site to put in the complaint and he some how got it and messaged me back saying he was right. He since then he has emailed me 8 more times. I've called 6 different people leaving detailed messages even about the stalking and harassment. emailed 4 others begging please call or message please. Still no one has yet reached out to me.
Customer Answer
Date: 11/13/2024
Better Business Bureau:

I have been contacted by corporate office of *********** via telephone in reference to complaint ID ********, and am inforimg you that the matter has been resolved between the company and me. Thank you for your help and assisting me.

Sincerely,

***** *********
Initial Complaint
Date:08/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 July 21, 2024 I placed an online order (AOEC28413200) of 12 shirts for my daughters for school, they were buy 1 get 2 free. The main reason I bought them. About 3 days later they arrived however one was missing. I gave it a few days to see if the other would show up and it didnt. So I contacted the company (July 30,2024) and asked where my item is. And after awhile I was told the item was cancelled due to being outta stock. They didnt email and notify of this they were just going to let this go without tell me. So I asked what they were doing for this matter and was basically told it was a me problem not theirs. All I wanted was a replacement shirt in a different style so I wasnt being ripped out of a shirt. And was told they couldnt do this. So I told them it was either give me a shirt of my choice if I was contacting the better Business bureau. After 10mins waiting I was told Id hear back from them in ***** hours and as of today I have yet to hear back.
Business Response
Date: 08/05/2024
Hi ******,
We're sorry the Celestial Nature Graphic Tee was sold out, and did not ship with the other items in your recent order number, ************. We understand your concerns and appreciate you bringing this to our team's attention.
While unexpected inventory issues can sometimes arise, it's important to us that our customers always feel valued and receive clear communication and assistance from our team. Please be assured that we are reviewing your experience internally so that we can better service our customers in the future.
We are happy to accommodate your request for an alternate item to be sent to you instead. Please reply to the new email thread directly and provide the desired item/size/color, and shipping address, and we'll be happy to get a new order submitted for you.
Warm regards,
**********
Aropostale ************* Coordinator

Customer Answer
Date: 08/05/2024
Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:07/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
I purchased almost $500 of school clothes and half of it was missing when it was delivered. Box was sealed yet they refuse to replace or refund saying its *** issue. They refuse to cooperate and Im sick of it.
Business Response
Date: 07/28/2024
Hi *******,
We're sorry you were missing items from your recent order number, ************. We acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected shipping issues can sometimes arise, it's important that our customers always know how much we value and appreciate them in every interaction.
After reviewing your account, we found that a refund for the missing items was processed on 7/25/2024 for $224.07. You should expect to see the credit reflected on your account in 3-5 business days.
We hope you will give us the opportunity to serve you better in the future, and we always welcome you to contact us should you want to discuss your concerns further.
Warm regards,
**********
Aropostale Customer Care
Initial Complaint
Date:07/25/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Placed an order online. I left for vacation and just arrived on Monday July 22. I decided to track my package and it stated it was delivered. I checked everywhere my mailbox my porch lights he side of my house my backyard. After no finding it i decided to reach out to aeropostales online chat where she confirmed it was delivered to a parcel locker. I asked why it was delivered there and not to my mailbox. The only response I was given was to file a police report because it was confirmed that it was delivered. After trying to figure out what I would tell the police because this sounds absolutely ridiculous I went to the station and explained to them that it was delivered to the wrong location and customer service was not being helpful they literally laughed in my face and asked me if I was being serious. Then they proceeded to ask me why I would go in there and waste their time with something like that when they have actual crimes to worry about. Now aside from being embarrassed I dont have my package or any answers as to why it was delivered to a locker and not a mailbox.
Business Response
Date: 07/28/2024
Hi *******,
We're sorry you did not receive your recent Aropostale order number, ************, and we apologize for the frustration and disappointment this has caused.
After tracking your order with **** tracking number **************************, it appears your order was delivered by your local postal carrier on 7/13/2024.If you have not already done so, we would like to suggest you contact your local post office to see if they have your order in a parcel locker at the post office.
We are here to help address your concerns however we can. We encourage you to reach out to us directly so that we can work toward getting this resolved together.
Warm regards,
**********
Aropostale Customer Care

Customer Answer
Date: 07/29/2024
Better Business Bureau:

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

I have already done so and I was instructed to reach out to sender. I typed in my home address and there is no reason why it should have been delivered anywhere other than to my home without my knowledge .

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

Sincerely,

*****************************

Customer Answer
Date: 08/12/2024
Better Business Bureau:

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

Of course there is no claim filed with *** because *** did not deliver the package! According to the agent I chatted with back on July 24 the package was delivered by the postal service. I was asked to file a police report to get my refund and as I stated before the police refused to file a report as it was delivered to the wrong place! I am once again asking for a full refund as clearly no one at this company can properly communicate or give me the correct information.

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

Sincerely,

*****************************

Business Response
Date: 08/21/2024
Hi *******,
We are sorry you were unable to file a claim with the shipper and that you never received your items that are showing as being delivered to a post office locker on July 13th. We have now refunded in in full for the missing items. You should notice a credit for $200.50 reflected on your account in the next 3-5 business days.
We appreciate your patience as we worked to get this issue resolved to your satisfaction.
Please feel free to contact us directly at *********************************************** if you need anything else.
Warm regards,
**********
Aropostale Customer Care

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Aéropostale is NOT a BBB Accredited Business.