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:11/28/2022

      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 went to Aeropostale on 11/13 to purchase clothing for my daughter. When time to make the purchase the young lady explained that their debit machine was down but they'll still try to run it as cedit. The first attempt it came back denied, well I know for a fact money was there. The young lady explained that they'll try as credit, due to them having system issues all day. So we tried as credit, it got denied again. An assistant manager came to assist and she called a number of where they gave her a code and they put that in their register and the transaction processed fine. However I noticed the next day that I was double charged for the same transaction. I reached out to the store the next day 11/14 to address the issue, the young woman informed me to call the corporate office because they're unable to provide a refund there. I called the corporate office the same day and was informed a manager would reach out within 2 hours, I received no callback. I went back and for between the corporate office and the store for days without any help. On 11/22 the young lady allowed me to get a picture of the receipt of the purchase, due to Aeropostale not having access to print the receipt. I feel like I'm getting the run around and no one is trying to help. The store is not helping when I know they see the double charge, because my bank can see it!!! I've called the corporate store I made a report nobody got back to me I've been calling them for a week straight and they keep telling me to call the store that I purchased the item from this the customer service number ************ this the store number I purchased the items from ************

      Business Response

      Date: 12/13/2022

      On December 13, 2022 I spoke with ***** over the phone and he confirmed that the issue has been resolved regarding his transaction issue complaint. I have issued him a 30% off coupon as well as a gesture of good will and have apologized for the inconvenience that he experienced.

    • Initial Complaint

      Date:10/28/2022

      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 made my order with Aeropostale on octuber 3 ****************** ******** and tracking number of ****************** for a total of $272.30 Wich included hoodies and pants for cold wheather . I was informed with the tracking number Wich I followed pretty closed and when the items where **** as ******** on oct 7 I went outside and found anything . I immediately informed Aeropostale about the problem . And they tell me to wait few days . The sometimes was normal that items **** ******** even know were not . I follow their directions . So 2 days after and nothing I contact again and they promised me a refund due to the situation. 2 days after I follow up again and I was told that the refund was issue and I will be back on account 3-5bussines days Wich never happen I contact again and they are refusing to provide a refund . I will like to get my money back . Or reship of my items

      Business Response

      Date: 11/15/2022

      The customer contacted on 11/02/2022 advising order not received and requested refund.

      After reviewing the order the request for a refund was denied due to the order shipped in full and was delivered to the shipping address.

      UPS tracking ******************

       

       

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair 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.
      After many years of shopping at the store for myself and now for my p****** daughter I will never do you hear me ever do business with this company again I was completely insulted and humiliated by ****** if that is her real name she stated she was the person in charge of the evening I took my daughter and she had bought a shirt on Monday but we bought it really late in the evening the store was almost closing the shirt did not fit my daughter so we need to text change it she tried it on at home didn't fit we brought it back unfortunately we do not have the receipt but I did have the tag I had the bag I had the credit card I used to pay for it I even had the transaction history on my phone to provide information I needed was an exchange that's all from an extra small blouse to a small it wasn't that difficult but ****** decided to make it extra she decided to belittle me in front of other customers with a loud voice rolling her eyes and a smirk on her face stating that the shirt was worn I explained the shirt was not worn it was tried on at home since their store was already closing and it was being brought back to be exchanged for another size she was allowed boy status she was denying me my exchange because you could tell my shirt was it was used and that I didn't have the tag I said I do have the tag what do you mean I don't have a tag she just wanted to make it a purpose to say no I don't know what her problem was but I felt discriminated insulted and humiliated I asked her why can't you exchange it I asked her many times it's just a simple exchange for one item for another she completely disregarded the fact that she was being very rude and obnoxious and disrespectful and humiliating she said nope I can't do nothing with the smack in her mouth I was very upset and humiliated so I asked her for a supervisor she explained she was the only supervisor and she rolled her eyes again at me with another smirk in her face.

    • Initial Complaint

      Date:10/14/2022

      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.
      On the night of Monday October 10th, I received a promotional advertisement from the company stating that I could purchase one graphic t-shirt and get 2 free. On the following morning, October 11th, I went to the website to search for the graphic tees to purchase but I could not locate the ones that were part of the promotion. I then did an online chat with a sales agent (*******) for assistance in finding the shirts. She informed me that the promotion I referred to was not active. I asked her why I received the email if the promotion wasn't active. She was not sure and suggested I forward the email to customer service which I did. The first response I received from customer service was that the promotion is indeed real but that it only applies to selected items. So I responded: to which items does it apply? The next response I received, on the same day, was that the 2-day promotion has come to an end. Clearly false advertising and blatant dishonesty. I want this company to honor what they said.

      Business Response

      Date: 10/20/2022


      We have tried to call the customer to explain there were two days on the eleventh and twelfth when there was a special two day sale graphic tees were 60% off and not ****.

      We have not been able to reach the customer but have left **** and noted the account to assist with expedited shipping code.

      We would advise the **** is currently active and we have been trying to reach customer to assist with an order placement.  

      Customer Answer

      Date: 10/21/2022

      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,

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



       

    • Initial Complaint

      Date:10/11/2022

      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.
      Store is refusing to allow me to return/refund items I purchased online. I paid via a credit card through PayPal. I am protecting myself via a 3rd party vendor in such cases as a credit card leak and they are refusing me a refund. I have wasted gas money to go to the store and they refuse to refund my items. I have NEVER had to return items via mail when purchasing from this store and paying the SAME way.

      Business Response

      Date: 10/26/2022

      Ext ref ******** JDA ********* Order date 9/25/2022 Status Shipped and posted $84.74 PayPal tender

      We sent the customer a free return label on 10/13/2022 which was used to return two items.

      The customer was refunded for the two items less the $7.00 return label fee refunded $67.15 on 10/24/2022.

      We have issued a credit in JDA ********* to refund the $7.00 return label fee so that the customer will be fully refunded on the two items.

    • Initial Complaint

      Date:09/20/2022

      Type:Product 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.
      Transaction made on Sep. 6. The bussiness provide me with email for the shipping and tracking number for order, however a couple of weeks after send bussiness sent me an email that states that my refund proccess was started. I didn't cancel the order. ********* failed to provide me a reason for cancelation until I contact them and they state that there was an issue with the shipping and that they cannot do anything about it except provide me a refund. I don't want a refund I want the products. I don't care if I get charged for it again.

    • Initial Complaint

      Date:08/29/2022

      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 placed an order with Aeropostale online on the 23rd of August 2022. I received the shipping notice the next day and found that the mailing address is incorrect. Apparently, when I used PayPal as a payment source, Aeropostale pulls the billing and mailing information from that and not what I manually entered. I have called them repeatedly on trying to get them to contact *** to void the shipment and have it return to sender. The only response I have gotten repeatedly is that I have to contact *** and give them the tracking number to have them cancel and return to sender. I called *** as well (no worries ***, you will get a complaint as well) and I was told by *** that I have to contact the shipper (Aeropostale) to have them void the shipment and have them request for return to sender. This has been going on for 3 days now and I am tired of this going back and forth nonsense. Aeropostale need to get their business in order when it comes to how they run their website, their customer service line, and all around teach their employees on how to process things correctly. After being told by the customer that they have talked to *** 3-4 times to try to resolve this and being told that it has to be done on Aeropostale side to cancel shipment but totally ignoring it is horrible. Their process is horrible and never ever are they going to get a cent from me. I have worked in customer service field for as long as I remember and I would never, EVER, give my customers the run around like they have to me. My kids love the store and will be saddened to find that we will no longer go there.

      Business Response

      Date: 09/13/2022

      Hi,

      This particular customer  placed and order 08/23/2022 Ext ref ******** JDA ********* Order date 08/23/2022 status shipped and posted $54.88.

      The customer contacted us on 8/24/2022 5:25 PM to change the address which we were not able to do as the order had already shipped. We were also not able to reroute the package as it was shipped *** Smartpost and *** turned the package over to **** for final delivery (**** no option to reroute).

      The order is at the post office and will be returned to the warehouse if not picked up by 9/13/202.

      The customer placed a replacement order on 8/24/2022  Ext ref ******** Shipped and posted Delivered 8/28/2022 by **** tracking **************************: Your item was delivered at the front door or porch at 12:26 pm on August 28, 2022 in LEBANON, ** ******

      We have refunded the customers order Ext ref ********  on 9/12/2022 (today) RID ********* for $54.88 the customer should see the refund back to their PayPal account (PayPal can take 30 days or 1 billing cycle to reflect on PayPal account).

       

      Thanks,

       

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

    • Initial Complaint

      Date:08/01/2022

      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 was trying to do a return on an item but my card wasnt accepted because its not the same number but because my old card was frauded

      Business Response

      Date: 08/04/2022

      Hi,

      The guest is welcome to return and we will process it. 

       

      Thanks,

       

      *******

    • Initial Complaint

      Date:07/19/2022

      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.
      My order number is ***********. I received an email on July 5 that my return was processed because I sent back a shirt that was damaged. I chatted with a representative online before I sent back the damaged item. I was told by the representative since the item was damaged, the fee for the return label wouldnt be deducted from my refund. I was issued a refund of $2.99, and in the email it states a fee of $7 was deducted from my refund for using the return label. I have contacted Aeropostale three times since the return was processed and was told the $7 would be credited back to my PayPal account and it hasnt been. The shirt was damaged so I shouldnt be penalized for using a return label when the shirt was sent in poor condition.

      Business Response

      Date: 07/21/2022


      We have issued a refund for  the $7.00 return label fee so that the customer will be fully refunded $9.99. We have also processed  credit to refund $5.00 freight charge on the original order.

      Customer Answer

      Date: 07/22/2022

      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.