We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Aéropostale has 191 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:03/08/2023

      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.
      Hi I added item to the cart and the amount was showing $56.81 and when I placed the order on my phone I see a difference $57.19 difference of $0.38. Not sure how they change the tax when logged in from another system

    • Initial Complaint

      Date:02/28/2023

      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.
      In December 2022 I ordered 2 orders from Aropostale its now almost March and they have sent me through circles over and over I want a refund or a store credit they will offer neither.. The pic they took isnt even my door??? Please can somebody help me I have never been treated like this..

      Business Response

      Date: 02/28/2023

      ************************ reached out to Bluenotes customer service *********************** ******) on February 6th. They went through all our protocols with the courier to investigate her two missing orders. They reached out to the courier and kept ******** informed about everything that was happening during the investigation. The courier gave them proof of delivery for both orders that customer claimed she did not receive, she advised them that the address and home the courier delivered to was incorrect even though she had past orders that went to the same home. Due to not wanting confrontation with the customer they issued her a refund for both orders. Please see attached for date she reached to us and proof of delivery from the courier.


    • Initial Complaint

      Date:01/25/2023

      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.
      On 12/22/22 I CHATTED with Aeropostale about my order and they stated Im going to get a refund well after 4 weeks I finally **** back today and they said oh yeah we have PROOF your order was delivered you need to take that up with *** I asked for a supervisor and they HUNG UP on me! Is disrespectful and rude. Not only did they hang up their chat agents are extremely rude and disrespect and do not have proper service manners. I did not order my package with *** I ORDER IT WITH AERO so I want my money back PERIOD

      Business Response

      Date: 01/26/2023

      The customer did request a refund for order not received which was denied due to order shipped in full and was delivered to shipping address.

      Please see attached for the tracking details via ****.

       

      We have previously refunded this customer for the same reason "order not received" but as per **** tracking (see attached) it was delivered to the shipping address.

      I have also attached the settlement details for the refund from the previous order.

       

       

      Customer Answer

      Date: 02/07/2023

      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:

      [Your Answer Here]

       They have failed to prove that it was delivered to my door specifically and also this is the second time around this has happened I have the confirmations they have as well and I have the receipt I dont see where that has anything to do with me saying that the package did not arrive. They need to refund this money like I have been asking for 2 months. Again these screen shots prove nothing. I want my money back. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/15/2023

      Someone from the customer service team will reach out to ******* regarding his refund being processed.

      Customer Answer

      Date: 03/01/2023

      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:01/03/2023

      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.
      My daughter, who is 13, received a **** debit card as a Christmas present. She purchased 2 pairs of jeans at the Aero store in *****************, ** but was unable to try them on because the store's fitting rooms were shut down. Upon taking them home and trying them on, she didn't like the way they fit. When she tried to return them for a refund, the employee said they would only offer store credit. The payment was made with a **** debit card, which can not be reloaded. Other retailers have issued refunds for purchases made on these cards with no problems, and generally, when refunds can't be issued to a card, they're issued in cash. The employee said that their policy is to issue store credit. That IS NOT written in aeros posted return policy. Now, my daughter has essentially had $69.49 stolen from her by aero, due to an employee who REFUSED to issue a proper refund.

      Business Response

      Date: 01/05/2023

      Communicated with the customer (*******) and apologized for the inconvenience. We have issued the refund back to his daughter's card.

    • Initial Complaint

      Date:12/27/2022

      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.
      On 12/23/2022 I went to the store at *************** in ******, *************. There was a young girl/woman who was underenthused to assist me with my transaction. I told her I needed a gift card for $60 and added a pair of socks from near the counter. My arms were full of bags and I was in a rush so I did not notice that she never handed me my bag. Too lazy to come after me when I walked out to give me the bag. I called hours later and the same girl picked up the phone. I told her I dont remember her ever handing me a back after I paid. She said hold on let me check as if she didnt even know. And then said ya you left it here and I said you never handed me my bag, it is a Christmas gift and I cant come back there to get it. She said there was nothing they could do so I asked to speak with a manager. She said there was no manager in today; and my husband pointed out to me that it must be misinformation. I called another store to see if that would be true, and the woman who picked up was the manager - I could barely even understand her. I called today the ****** store back today, Christmas Eve, and the manager picked up (********?). I said since this was no fault of my own could you please refund me or mail me my items? And she said no. Literally - nothing else but no.This is the manager of the store on Xmas Eve? May I please just ask, WHY?

      Business Response

      Date: 01/11/2023

      I have reached out to ******** personally to apologize for her experience and I am waiting for her response via email. I'll post an update once the complaint has been fully resolved.

    • Initial Complaint

      Date:12/21/2022

      Type:Delivery 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 placed an order on 12/07/22 and was to receive the order in 3-7 business days. . I tracked the order with *** and was told the order was not received by *** to ship. I chatted with someone at Aeropostal on 12/19 and was told I would receive the order overnight at no charge. I spoke with ****** today and was told it would be 3 -7 business days. I requested the call be escalated and was informed this was not possible and I would receive a call back in a few days. She then disconnected the chat. I saved the chat from 12/19 saying I would receive overnight shipping. I am very unhappy with the promise of overnight shipping to find out this was a lie to satisfy a customer. The order number is ******** ********************************* ************************************************* Thank you At this point I do not see the order was processed. I would like the items ordered delivered to me.

      Customer Answer

      Date: 01/03/2023

      Better Business Bureau:

       

      The business never replied. I contacte the business for the 5th time. The company refunded my money.

      I am satisfied with my refund.


      ISincerely,

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

       

      The business never replied. I contacte the business for the 5th time. The company refunded my money.

       





       


    • Initial Complaint

      Date:12/13/2022

      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 am very frustrated with this company and will NEVER ORDER FROM THEM AGAIN. Placed order on November 26 ORDER NUMBER:********* I dont know how my address changed but I called them after noticed it showed delivered but I didnt have the order. Chatted with one of the ***** she was not helpful at all disconnected the chat on me and said there is nothing she can do. Very unprofessional I keep getting general message about them trying to update the address but someone else I already said they cant update address on a package that already has shipped. Okay so I want my money back. I am getting the run around about my money. This is ridiculous and not how you do business it has been almost a month and still nothing yet. I want my money back I dont even want the m to ship the items anymore due to their lack of help or communication. Bad business Aeropostale.

      Business Response

      Date: 12/15/2022

      The customer did request a address change which was not able to be completed.

      We also did send an email on 12/10/2022 advising we were still working on the address change which is incorrect as the order had already shipped on 11/28/2022. (sent for coaching)

      We have refunded the order as a one time courtesy for order not received.

      The credit was processed on RID ******** for $78.07 on 12/14/2022

    • Initial Complaint

      Date:12/06/2022

      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.
      On 12/2/2022 I placed and order. Within eight hours of placing that order I called to cancel it. I stated I needed to come in to try some on because I had a little weight change and wanted to be sure I got the right size. It was canceled and I was told the refund would show in 3-5 business days. Today, 12/4/2022, I received an email stating that my order had shipped. The amount was taken out of my account. I immediately called and was told they cant guarantee an order will be cancelled when it is cancelled. That doesnt make any sense. If an order is canceled it is canceled. The order # is 24874231.I informed the person I just spoke with that when it arrives I will take it straight to the store and I will not be buying anything at this time. I wont buy anything just yet because of this issue and how it has been handled. I dont know that I will buy from the company in the future. I still have to decide just what I will do.

      Business Response

      Date: 12/23/2022

       

      The customer did request to cancel the order on 12/02/2022.

      The order was not able to be canceled as it had already entered the shipping process and the customer was advised via email.

      We have contacted the customer and she has advised she will just be taking the item back to the store for a refund and did not accept a return label.



      Customer Answer

      Date: 12/27/2022

      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 was not informed by email that it had entered into the shipping process until days later. I canceled the order within hours of placing the order. It could have been stopped right away. The person I spoke with basically said that thats the system they have and they should have told me. They did tell me that it was canceled. That was taken care of. They chose not to stop it from going through the system and shipping days later. The woman I spoke with just pretty much left it at thats how it is and she said shed do a 20% off thing for me. I did tell her Id return it to the store and didnt want a shipping label. I didnt have any desire to wait in the label, ship it back, and wait for them to decide to refund the money and then give it time to be placed back into my account. So, I am not satisfied with the response I received as it was just basically excused and blamed on the system they use. She tried to tell me thats it had already started the process and I told her to look at how many days it took before the item shipped. There isnt any excuse for why it shipped and I was charged anyway. So, they have not made it right and I am not satisfied with the way any of it was handled.

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:12/02/2022

      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 made an order on 10/18/2022 (Order detail is included in the uploaded image and pdf file). Their website shown the order was delivered on 10/22/2022 but I didn't receive the package. I began to contact their customer service for a full refund since 10/24/2022.I have contacted their customer service for more than 5 times since 10/24/2022. During the call on 11/18, the agent told me that the refund request was approved and I should be able to get my refund with in 7 business days. I am still waiting for my refund and contact them today. They emailed me that the request ******** is still in progress. I am filing the complaint to get my refund as soon as possible. I don't believe that their customer service and management team can solve my problem, they only know how to postpone customer's request as long as possible.

      Business Response

      Date: 12/13/2022

      This is an order that a credit was approved but not processed correctly.

      Order ******** order date 10/18/2022 Status shipped and posted $50.36

      The credit request was approved on 11/10/2022 but did not process.

      We have manually credited the order in JDA *********  on 12/12/2022 for $50.36

      Customer Answer

      Date: 12/16/2022

      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.

      However, according to the response from the merchant, "Order ******** order date 10/18/2022 Status shipped and posted $50.36. The credit request was approved on 11/10/2022 but did not process." So the merchant has procrastinated the refund for over a month, which is totally unacceptable. 


      Sincerely,

      ****** **



       


    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair 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 placed an online order with this company several months ago. When the order arrived, one of the items was not at all as described on the website. I asked to return it, and get a prepaid shipping label considering the return was not because of a change of heart but because of false advertising. I was told one would be sent over. It was not, and I had to contact the company again 2 weeks later. I then returned the item, and waited the 30 days to be refunded. That did not occur. I contacted customer service again and was told the representative would process a return and I would be refunded in 3-5 business days. It has now been 2 weeks with no sign of the refund, or any communication from the business. The item only cost $20, and the amount of work I am going through for this return is ridiculous. DO not buy from this company.

      Business Response

      Date: 12/07/2022

      We have been working to resolve the issue and we were finally able to manually refund the order today.

      The customer returned one $20.00 item on a $38.00 order, We have refunded the full order as a courtesy due to the length of time it took to process the credit.

      Refund of $37.87 issue done 12/02/2022 on *** ********** 

      Customer Answer

      Date: 12/15/2022

      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,

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



       

    Aéropostale is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.