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Business Profile

Clothing

Aéropostale

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

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Aéropostale has 191 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/07/2023

      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 Oct 31st 2023 I placed an order for 4 pairs of pants totalling $111.11. As time went on I started tracking them because I wondered where they were. To my surprise it said they were delivered on Nov 3rd with a picture as proof of delivery. The picture was not my front door. There was no address, as in a apt number, in the photo either. I did contact the carrier but they just said it was delivered. But they didn't put the ** In my address. So I was wondering were it was actually delivered. I tried contacting ********* and got the run around. They first told me it was delivered, so sorry they couldn't help me. I tried contacting them again but I was told sometimes a package is marked delivered before its actually delivered..to wait 5 more business days! Then where did this photo come from if it's not actually delivered yet. This has been so stressful. I would just like my money back. I paid for a product I never received. I even told them I would contact the BBB if I had to which I just got hung up on for. My order number is: ************* I will attach a screenshot of my order.

      Customer Answer

      Date: 12/02/2023

      Better Business Bureau:

      At this time, I have not been contacted by Aeropostale regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2023

      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.
      On 10/18 on my ******** page I was shown an ********* from Aeropostale. It was advertising a sale on a ************** shirt which I wanted to purchase for my disabled son. It showed regular price $64.95 but now on sale for $32.47. I clicked on the link & attempted to buy & on their page it shows it at regular price or $50, no sale at all.Attached are pics of the ******** ad as well as pricing from their website.I contacted the retailer via chat on their website & customer service email. There reply each time was that that is a **************** cant be held to it. I explained the PROMOTION was that the shirt was on sale.They would not offer any remedy.Sounds like false advertising to me?

      Customer Answer

      Date: 11/13/2023

      Better Business Bureau:

      At this time, I have not been contacted by Aeropostale regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/19/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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#******* for eight pairs of chinos from Aeropostale ($217.77). My order was shipped via *** tracking #1*****************. Apparently, there was a problem with this shipment where I never received my order/items. I notified customer service and they explained they would investigate and issue a refund. So far, no refund has been issued. I have contacted Aeropostale **************** several times with no refund. Please review the attached file (Aeropostale Summary) for additional details.

      Business Response

      Date: 11/07/2023

      Hi -

      We have issued a full refund for order ******* that was processed on 09/27/23 to the customer's **** Card ending in ****.

      Customer Answer

      Date: 11/08/2023

      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:

      As of 11/08/2023, I have not received the my refund for account ending in ****.  This refund was supposed to have been issued on 09/27/2023, and so far over a month, has not posted to my account.  This response is the same type I have received from this merchant on several occassions.  If this is true, can they provide some type of documentation stating/showing proof of this transaction.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/19/2023

      Type:Delivery 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.
      I returned some items (total amount of products: $88.21) from my order #********. It was sent out on Sep 24 2023 with tracking number ****************** but this package was lost by **** But since I used Aeropostale's free return label *** does not let me file a lost package claim. *** says Aeropostale has to do that since they paid for the shipping using their account. After multiple email and chat communication from Oct 7 2023 to Oct 18 2023 Aeropostale refuses to contact ****

      Business Response

      Date: 11/07/2023

      Hi -

      We have issued a refund of $88.21. Please allow 5-7 business days for the credit to be posted on your account.

    • Initial Complaint

      Date:10/17/2023

      Type:Product 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.
      My account for **** has been suspended for lifetime and I did nothing to harm the community or avoid any payments due. When I attempted to resolve the issue all of the **** agents said they could not discuss the determination of my issue. I have only had my account about one week and made three purchases totaling an amount of ***** one of the purchases was refunded as it was canceled the total of this purchase was *****. I had no issues with the three transactions and they received their money for bought said goods. I have no idea why I have been determined and defined (unjustly) as a risk to the **** community. They have now lost my business for life and I recommend anyone reading this to please take these unfair actions and poor business ethics into consideration before doing any business with ****. I will from now on be using Amazon for all of my online business transactions and purchases. If you do not want the same poor treatment and frustration associated in dealing with this joke of a business I recommend you do the same.

      Business Response

      Date: 10/17/2023

      Hi - I believe this complaint is meant for **** and not for Aeropostale.

      Customer Answer

      Date: 10/17/2023

      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:10/05/2023

      Type:Product 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.
      I initiated a return with them on August 16th. 33 emails later, they still haven't processed the return. I sent a photo of the confirmation I received on September 21st, stating that I would receive a return within 3-5 business days for all 5 items. I emailed today, and it is as if I had never emailed anyone before. No one has read my other emails, I kept replying within the same email thread with all 33 emails on it, and they are asking me to submit all of the information that I already gave numerous times. I am so furious at the level of incompetence of their customer service. I don't care if the return was for one dollar. They can't be allowed to treat a customer this way. I tried calling two separate times but the people barely spoke English and absolutely nothing was resolved. All I want is the refund that I am due. I ordered duplicate items in different sizes and simply returned the ones that didn't fit my daughter, we kept the rest. I am hoping you can help. Thank you!

      Customer Answer

      Date: 11/01/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Aeropostale has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:10/04/2023

      Type:Product 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.
      In July, I made a purchase in store and returned it because it was too small. I then purchased the item (and another one in a different colour) on my debit card in the store with the sales associate assistance to be delivered to the gifted person. I called to inform that they were having parcels stolen so i called aeropostale to stop delivery to which i was informed to call after the expected delievery date. Someone stayed at the entrance on the appointed day package was not delivered nor proof of delivery was sent. Called aeropostale they suggested a different adres which i did but did not provide a tracking number. that new address has cameras and thepackage was not delivered. They suggested that it was because of the strike and is yet to provide a tracking number which **** Since then they have hung up, placed me on hold both on chat on phone for hours at a time, both in chat and phone, promised to have a supervisor call me, lied about it being on its way then in that same conversation said that it wasn't shipped. Now its been three weeks which they have promised to refund me and everytime I call I have to go over the same scenario and three times now have been told that the refund will be in three days and the last time ten days. its been 14 business days since the last promise. I am very much insulted and humilated and then when I read reviews and speak with other friends it sseems that this is the norm with this company. I wish to have this issue resolved especially since they have lied and has been extremely rude and insultive to my intelligence. I have uploaded just one of the chats from August 14, instant. and that chat l lasted over an hour. As has all of my communication with them.

      Customer Answer

      Date: 10/28/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Aeropostale has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:09/21/2023

      Type:Service or Repair 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.
      I placed an order on August 6, and received shipping info on August 7. There was no change in shipping status for weeks so after reaching out to customer service they said it would ship soon. After waiting and no change I called customer service again to cancel and refund because there was an obvious issue with the shipping. They agreed and cancelled the order and started a refund request. I received no emails regarding this. After weeks and multiple calls with customer service I still have not received a confirmation email for my refund, and being told there were issues with refunds at this time. It has been a month and 15 days since I placed the order, I would like my refund confirmation and money back. I included screenshots regarding this issue and will discuss any pertinent information with Aeropostale customer service.

      Business Response

      Date: 10/03/2023

      Hello ******,


      Thank you for contacting Aeropostale. Just wanted to confirm that your refund for order ******** has been processed as of 9/28. You should see it reflected in the next 5-7 business days.


      Refund total: $64.98


      Aeropostale Team.

      ..

    • Initial Complaint

      Date:09/13/2023

      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.
      I placed an online order on 7/16 for 5 items. I was charged for these items using PayPal (and then through my Cap One CC) for $109.09, but never received them. I never received a tracking number through the email receipt and began asking questions the last week of July with no response from the vendor. It kept saying that *** was waiting for order to arrive to them. I then contacted PayPal and opened a dispute. Meanwhile, I received multiple emails from Aeropostle saying they are sorry and will refund my money. Now no refunds, no items delivered, no further response after 3-4 attempts by phone and email. I have not received my merchandise of credit and feel this is a fraud/scam situation. I cant believe a major company like this in every mall cannot process my refund as they have promised to do on 3 email occasions. You cannot reach them by phone A Ive spent hours trying! Alert - this is a scam and I will tell everyone I know to avoid this company. I want my $109.09 back!!!

      Business Response

      Date: 10/03/2023

      Customer was refunded. ID# ******** 

    • Initial Complaint

      Date:09/13/2023

      Type:Product 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.
      I requested an exchange July 14th 2023 via phone. I returned the items on July 16th 2023 via **** They received my return via *** on July 19th 2023. For 3 weeks I inquired about my exchange and never received a definite response. Finally on august 7th 2023 I requested my money back. I have consistently called and chatted from August 9th 2023 till today about my return. On September 1st 2023 I was told they would mail me a check. Today is September 12 2023 I have not received any check or cc refund and was told there was a glitch and to wait 3-5 business days. I have been told 3-5 business days for over a month now. I would like my refund.

      Business Response

      Date: 09/29/2023

      According to the ******************** the check was sent in the last batch of Check, it was sent on week September 18th.

      The Check is on the way, 

    Aéropostale is NOT a BBB Accredited Business.

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