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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      UnansweredMore 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 never received my order on 8/19/2023 was told a refund was issued called every single day after was told to wait **** ( no refund takes that long ) then called the company again after the **** days they said my money got stuck with Apple Pay and to contact Apple Paywhich was totally false , I still contacted Apple Pay and they said that was false contacted the company back they said they will issue me a check never seen a check now its September and they said they issued another refund but thats a lie what company would issue 2 refunds was told to wait 3-5 days now its the fifth day September 10th still no refund when you chat with someone they dont even say they name anymore the man said his name was agent *** then asked for a manager every single time I called the company they said they dont have a manager (what company doesnt have a manager ) talked to over 5 different reps all said the same thing one rep said she didnt see a check being issued not Im still waiting for the back office team to reach out since August 19th no one still has not reached out but I kind of thought something was fishy about this I encourage anyone not seeking a refund from them you Can order but if May want your money back please dont order from this company because it wont happen I didnt even know the company was bankrupt but now that makes sense!
    • Initial Complaint

      Date:09/12/2023

      Type:Service or Repair 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 order a pair of underwear through Aeropostale on Aug. 12th, 2023 and the product was delivered on Aug. 16th, 2023 and washed the pairs I ordered the next day Aug. 17th, 2023. When going to put a pair on today Sept. 11th, 2023 I noticed a hole in the waste band of the pair which had never been worn before. I reached out to the company via their online chat and spoke with a representative and a manager. The representatives name is ********* and the managers name is ***** the chat was started at 8:35pm. They kept saying that "swimwear and underwear can only be returned/exchanged with the price tickets attached." To which I asked who inspects every inch of underwear when receiving them and before washing them? They did offer free shipping on my next order but I don't want free shipping on a future order that *** or *** not happen. I just want a replacement pair like the ones shown in the picture attached which also shows the hole in the wast band.

      Customer Answer

      Date: 09/12/2023

      Better Business Bureau:

      I reached out again to the company today Sept. 12th at 11:22am EST via the live chat function found on the website. I spoke with ******, who after some back and forth on the issue agreed to reissue me a new pair of the product and I agreed to send the defective pair back once I receive the new one.


      Sincerely,

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



       


    • Initial Complaint

      Date:09/11/2023

      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.
      On Aug 2, 2023 I purchased uniform bottoms for my daughter online. Because these are not carried in the store I needed to order a couple styles/sizes to find a good fit, We attempted to return the items we didn't want to the store in ************* Mall, ******** and discovered they can only be returned by mail and a $6 return fee will apply. I followed the directions on the website to request a return label and asked to have the fee waived since there was no way to try on prior to purchase. I was denied the waiver and told the return label will arrive *****hr later, 1 month and 4 conversations later I still do not have the label. Each time I chat or call I am told one was created already but they will create a new one and will receive in ***** hrs. It will either come from Aeropostale or *** they don't really know. I have wasted over a month trying to return items that I am going to lose money on. **************** cannot provide me with copy of chat and say it is saved in my chat history (which I cannot locate on my end) not can they provide me with another number to call other than the regular costumer service number where no one has the authority to waive my return fee or issue a return lake right on the spot.

      Business Response

      Date: 10/03/2023

      Customer was sent return shipping label
    • Initial Complaint

      Date:09/06/2023

      Type:Delivery Issues
      Status:
      UnansweredMore 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 online order with Aeropostale on 8/4/23. I paid for 2 day shipping. I was given a delivery date of Tuesday 8/4/23. Well I waited until Wednesday and no package. I reached out via chat to get updates (did this for multiple days). I was told by the chat they they were having a technical glitch and was unable to pull up information regarding my order. ( I was told this each day I called.) I was then told to wait until either the 16th and if my package had not arrived, I would be issued a refund. Well I still never received a package. I contacted Aeropostale and they provided the information for *** claims. Attempted to submit a claim and received a notice that my package had not been received by ***. I contacted Aeropostale again via chat and they provided me with an email for customer service. I included all of this information in the email as well as screenshots of the many chats as well as the *** message that a package has not been received. The email response was that I would receive a refund in 5-7 days. 7 days came and went. No refund. I called the customer service line. They advised **** days because I used a card. Ten days was up on August 31. I contacted customer service. They told me it would be expedited. He offered to sen me a gift card which of course I do not want since I haven't gotten my other stuff. Called the following day to check on my refund; agent said the same thing; she is going to expedite it. Long story short, today is 9/6/23 and I STILL HAVE NOT RECEIVED A REFUND!!!!!!!
    • Initial Complaint

      Date:09/06/2023

      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.
      Purchased 3 times from Aeropostale, in store ($89.32 on 7/29/23) and 2x online ($73.02 on 8/1/23 & ***** on 8/3/23). Attempted to return items to store on 8/15/23 but due to being a victim of fraud original form of payment (credit card) was deactivated and a replacement was issued. Aeropostale would not issue me a refund due to not having the original card of purchase. I explained to the sales associate and manager about my situation of being a victim of fraud and I will never have the original form of payment due to the account no longer existing. They offered me a in store credit. I refused the in store credit due to the fact that I did not purchase the items with an in store credit. I have returned items to other stores with their receipt that was purchased with the deactivated credit card with no issue. Aeropostale outdated systems will not allow a refund to be issued without the original credit card. I searched Aeropostale website and reviewed their in store receipt and I could not locate any statement that requires customer to physically present the credit card used at the time of purchase for a refund. I have attempted to work with my credit card company but Aeropostale responds by stating I have not returned the items but have not stated that they have refused to issue me a full refund due to not having the original form of payment used for purchase. They have refused my credit cad statement showing within the statement period the old card has been replaced with the new card, they will not issue me a refund for online purchases now that they know the original card has been deactivated and they will not allow me to even attempt to try to insert the replacement card into their credit card machine to see if it will process the refund. I am being penalized by Aeropostale for being a victim of fraud which is no fault of my own. I do not want a store credit. Due to the treatment by Aeropostale, I will not shop at this establishment ever again.

      Customer Answer

      Date: 10/01/2023

      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:08/24/2023

      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.
      My credit card was compromised and was used to buy items through Aeropostale. The items were sent to my house I didn't purchase these items so I sent back to Aeropostale. I emailed them about the situation and hopes to refund me .I sent them tracking information that it was delivered back to them and now I keep getting the run around for a Month now with no resolution. I keep getting excuses . If I don't get my refund now I'm going to have to pay the amount at the end of this month in order to avoid late payment and it effecting my credit. All I want is a refund for items I didn't purchase. Tried calling but always no answer. Just though email. Very frustrating. I closed the credit card and opened a new one though ************ This should be a easy solution but I'm getting nowhere. Very unsatisfied with there customer service.

      Business Response

      Date: 09/06/2023

      Our online customer service team has processed this customer's refund.
    • Initial Complaint

      Date:08/18/2023

      Type:Product Issues
      Status:
      UnansweredMore 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 have had a HORRIBLE experience with this business.I went to Aeropostale to return two pair of pants that were never worn, tags still on, within a week of receiving them.I drove 35 minutes into my city, and the manager of the store told me that she could NOT return them without a code and that I must call aero 800 number for a return code. This is absolutely ABSURD! I can go to ANY store, american eagle, ********* gap etc you name it and with a receipt can do anything. NOT with AERO.I spent FORTY FIVE minutes on the phone with a foreigner who spoke such broken english I could not understand anything except for the fact that I could not return because I used PAYPAL!!!SHe said she would send me the address and NEVER DID!!!I went to *** and this cost me 14$ and a HUGE inconvenience of driving around and jumping through hoops for this business for uniform pants for my kid!!I would like a full refund, shipping refunded and a $50 gift card for my Inconvenience as I do a lot of shopping, am a good customer and this was a horrible learning experience!!

      Customer Answer

      Date: 09/12/2023

      Better Business Bureau:

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

      Sincerely,

      *****************************
    • Initial Complaint

      Date:08/18/2023

      Type:Delivery Issues
      Status:
      UnansweredMore 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.
      Ordered school clothes for my daughter on 7/26. I received an email with tracking on 7/28 but it was only for the shipping label. It was never shipped. I emailed on 8/10 to check the status and was basically told that I was just gonna have to wait because they were busy and refunds were not available. I jumped on the online chat option and was told it had shipped. I demanded a refund because I had checked the tracking already. I was told I would receive an email regarding my refund in ***** business hours and my refund within 3-5 business days. I checked on Wednesday and was assured that I would have my refund today. I have not received it. I got back on the chat and was told it would be an additional 10 business days.
    • Initial Complaint

      Date:08/18/2023

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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.
      Purchased clothing from the store through mail. Contacted company when items were never delivered. **************** said to file a **** claim. I filed the claim and still do not have the order or a refund. Called to file a complaint and was hung up on after waiting on the phone an hour.
    • Initial Complaint

      Date:08/18/2023

      Type:Delivery Issues
      Status:
      UnansweredMore 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 with company and failed to receive my packing slip. It was actually another customers slip with my order. Due to not having the packing slip I was not allowed to do an in store return and had to mail the return. I packaged up the items and shipped them as instructed. The refund was not issued for everything returned. This company will not answer a phone and their online chat support is a joke. I simply just want the refund for the items I mailed back in good faith.

      Customer Answer

      Date: 09/11/2023

      Better Business Bureau:

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

      Sincerely,

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

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