Complaints

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

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• 

  Aéropostale

  112 W 34th St Fl 22 New York, NY 10120-2400

• 

  Aéropostale

  1371 Broadway New York, NY 10018

• 

  Aéropostale

  2008 Layton Hills Mall Layton, UT 84041-2105

• 

  Aeropostale

  678 Belair Rd Bel Air, MD 21014

• 

  Aéropostale

  7401 North La Cholla Blvd Tucson, AZ 85741

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:08/03/2023

  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.

  My order was placed on 7/18/23, order showing processing on website as of 8/1/23. I receive a package with only 3 shirts, out of the 14 items I ordered. I thought I had a partial shipment and was awaiting remaining items. I checked the website and the order was still showing processing. Past delivery dates showed 7/31, 8/1, 8/2, 8/4 and now 8/5. Aeropostale customer service says to check tracking but they did not include a tracking number on the shipping email. First call the customer service representative said she didnt see a tracking on my order either and that shed open a case and escalate the matter and someone would call me within 24 hours. No call ever received. Ive called 7/28, 7/29, 7/31, no response. On 7/29/23 I had to drive 1.5 hours to purchase childrens clothing due to non delivery of the remaining items. I exchanged 2 of the 3 shirts in store for different colors and purchased more shirts and a 2 pair of pants since none of my kids bottoms came in. School begin 8/1/23. On 7/31 I spoke with a rep and she would not not allow me to speak with a supervisor, stated she was trying to find one and because there wasnt any available. I finally spoke with a supervisor after 4 calls snd being on the line over an hour and she stated shed call me back in an hour and she assured me this would be taken care of as the system was going through updates so she couldnt check my order. Still no call or response. I finally checked *** website to see if there was a tracking number after speaking with supervisor and saw the package said delivered and the tracking showed my package was 10 lbs. along with a picture of the little bag that only contained my 3 shirts. Check Aero website again the order still showing processing with a delivery day of 8/5/23. Im very dissatisfied and just threw away money over$250 spent on nothing. With an additional $80 spent in store to get my kids through the first 2 days until remaining items come in, which still has not.

• Initial Complaint

  Date:07/31/2023

  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 placed a 278 dollar order on July 9. On July 11 I was notified it was being returned to the warehouse. **************** informed me that I would receive a refund by the 18th. It is now July 29th and I have yet to receive my refund. I have called customer service twice since the 11 once on the 19th and today the 29th. Each time Im told it give it 5 business days to receive my refund. It is ************* and I have YET to receive a refund for an order that was placed at the BEGINNING of the month. **************** refuses to initiate the refund or deliver my product.

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Aeropostale regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:07/25/2023

  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.

  i placed an order online with areopostale on june 5th at 10:18 am. i waited and waited for my package and never got it. when i called the customer service i was told that i would get a refund and that never happened, when i called back i was told by the manager that they don't see why i should be refunded and i have to deal with the fact that i didn't get my package but they have my money. i would like my refund for items i don;t have

  Business Response

  Date: 08/09/2023

  Our customer service team has reached out to the customer and apologized for the inconvenience. We will issue a manual refund of $191.10 via check.

• Initial Complaint

  Date:07/21/2023

  Type:Order 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 purchased $55.15 worth of goods online on 07/03/2023 and returned a couple on 07/09/2023. Aeropostale owed me $29.20 back but refused to credit back to my card/paypal !!! instead provided me with a gift-card. I refused gift-card and requested my money back but they relented. After much back & forth finally agreed to send a check back but in 4-6 Weeks ! Haven't dispatched yet. Haven't provided any tracking number - It's already 12 days.

  Customer Answer

  Date: 08/15/2023

  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:07/20/2023

  Type:Customer Service 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 sold a product on **** and the person who won the auction refused to pay. I was told by the support person via chat that my fees for selling and promotion would be covered for both the unsold listing and the relist to compensate for the inconvenience. When the relist sold, I was assessed the full charges. The support person I contacted to resolve the issue was very rude and would not honor what I was told by the first support person I talked to.To top it off I noticed **** clearly tells you that you will pay around 14% of your commission from selling something as a fee for their marketplace. What they don't tell you is that they charge the customer tax, which obviously goes to the government, and you have no say in the tax value. However they use the full amount that the customer paid, including tax, to calculate their 14% cut. This is probably legal since they probably snuck a line into their terms and conditions, however this is highly unethical and its a shady business practice.

  Business Response

  Date: 08/09/2023

  Hi - since this transaction was done via ****** then they should contact their customer service department.

• Initial Complaint

  Date:06/12/2023

  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.

  I placed an order on May 19th. I received an email stating order was shipped on May 19th (same day). Per the tracking number the order was delivered May 25th. I waited three days. No delivery. I checked both my doorbell camera and my security cameras that face my driveway. No delivery other than Amazon. I chatted with their online chat support on May 28th. They said they would have a team investigate and reach out within 1-2 business days. I waited 14 days. Zero response. Checked spam just to be sure. No email. I called today June 11th. Representative claimed they emailed me with a response.They say **** confirmed delivery so that they closed my request. They suggested I reach out to ****. Tracking number is from *** so Im not sure why **** was referenced. On the tracking number when I click proof of delivery guess what? NO PICTURE. Supervisor says **** does not require a picture. Again, tracking number is from ***. Supervisor also claims she personally sent me an email on May 29th explaining their findings. Not true. I was extremely patient. I reviewed over 48 hours of security footage before I reached out. But Aeropostale says post office says they delivered so deal with it through themNope. Not my job. You took my money. I did not receive the product. It was never delivered. Aeropostale needs to take it up with *** or **** on their own time.

  Business Response

  Date: 06/26/2023

  The customer has been issued credit back to their **** ending in ****.

  Customer Answer

  Date: 06/26/2023

  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:05/18/2023

  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 made an online purchase on May 11, 2023 using a gift card. They cancelled my order and did not refunded the amount back to my gift card. They are also charging me for the shipping fee and they won't refund me for that, which is ridiculous because they did not ship the item.

• Initial Complaint

  Date:05/02/2023

  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 cant log into my account and I am not receiving any password reset links. I called customer service several times and my issue is not resolved. It has been several weeks. Im hoping upper management will help resolve my issue. Ive been a loyal customer. I go to the local ********************** store all the time.

  Business Response

  Date: 05/02/2023

  Our CS Team has tried to contact the customer via phone but gets disconnected so they emailed the customer and have advised them of their new temporary password.

  Customer Answer

  Date: 05/04/2023

  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:04/03/2023

  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.

  On 11-15-22, I placed an order for a set of top and bottom at Aeropostale.com.(Order#******** in the amount of $29.66). I paid with PayPal. Was not made aware that I could not get a refund onto my original payment credit card if I used. When I picked up my order a couple of days later at an Aero store at *************** in ********, **, I found the quality of the clothing being poor. I immediately requested a return at the store. Was told to call the toll free number for a return through regular mail. I called before I left the store. (~11-17-22). Was told to wait for a return package in the mail. One week later, I didnt receive anything (Nov 22). Called Are back (11-25-22). Was told I could not get a refund to my credit card, and that I could only get a store credit. After much explanation/discussion about the way I was misinformed, The supervisor told me she would make an exception. She instructed me to return the clothes to the store where I picked them up for a store credit, then call Aero back for a devaluation of the store credit followed by a refund to my credit card. I did as I was instructed at the end of Nov22. Called Aero again to request my refund. I gave the supervisors the store credit card (from my return) and two of my credit cards info during the month of Dec 22. Never had any follow up. Between Nov 22 and now, I have called Aero at least 10X requesting my refund. Talked to multiple supervisors, all of them gave me the excuse of the only person who can process this refund is out. It is hard for me to believe that the only person has been out from Dec 22 to Apr 23? At this point, I have a devalued store credit card, and no refund in any shape or form after I returned the clothes in Nov 22.

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Aeropostale regarding complaint ID ********.  Aeropostale has putting me off since I returned my merchandise per their instructions in Nov 2022.  They kept telling me to "wait for 10 days" or "the only person who could issue my refund is out".  Aeropostale lies every time I called them.  I asked for written documents that said "10 more days".  But they refused to give me any paper proof of what they promised.  As a consumer who returned my purchase, it is not too much to ask to get my money back!!
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:03/21/2023

  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 03-09-2023 with Aeropostale online for the amount of ****** dollars order # ******** but my order was never received, Ive contacted them multiple times they just keep saying that it was sent to my but I never actually got the products I paid for, Ive contacted carrier as well and they just direct me back to Aeropostale their customer service keep hanging up on me and they just keep denying every claim I make, I just want to get my money back at this point please Im tired of trying to reach out to them and get zero resolution for my order

  Business Response

  Date: 03/22/2023

  
  
  
  Ext ref ******** JDA order ********* Order date 03/09/2023 Status Shipped and Posted $186.29
  
  The customer did contact on 3/19/2023 and requested a refund for an order that was not received, which was denied due to the order shipped in full and was delivered to the shipping address.
  
  UPS tracking  ****************** 
  
  Delivered On Wednesday, March 15 at 5:10 P.M.
  
  Delivered To
  ******************************
  *
  ********* ** *****