Very poor customer service by branch manager in westfield topanga

Bought several items on sale, cashier called manager to process the returns, he gave unacceptable bad behavior and even made a remark to make sure that items to be returned needs to be tagged. He DOES NOT deserve his position, its his responsibility to tag each item properly prior to selling them. He even said he would appreciate if i would not come back to His store. So he is the new owner of aeropostle topanga canyon branch. Is that the kind of employee behavior aeropostle has for its customer? It was only my first time to enter that store and certainly i will not come back.

Never Purchasing From This Company Again

I ordered some clothing items online using a normal PNC debit card. Everything was fine, and I received an email saying the order was confirmed and shipped. The next day, I checked my checking account balance as I usually do and it was overdrawn. I immediately called my bank thinking it was their fault because I monitor my bank accounts and credit card accounts like a hawk. They informed me that Aeropostale charged me TWICE for my order. No wonder it was overdrawn. I then called Aeropostale's "customer service" department (and I use the term customer service lightly) and asked why in gods name this happened. The lady told me that they charge an "authorization hold" for online orders and that it is "standard procedure". Yeah right lady. I have ordered items online from almost every website imaginable and have NEVER had an authorization hold put on my card. The only circumstance I have heard of this was when paying at a gas pump at a gas station, but other than that, this is the most asinine thing I've witnessed from a company. The lady then told me it would be refunded within 3-5 business days. Wow. Spectacular. I have to pay other bills, buy groceries, put gas in my car within that time, but I cannot do that because my account is overdrawn and if I transfer money from my savings it will just bring the overdraft to a lesser amount. I also get direct deposit from my work this week and will not be able to use my paycheck because it will tack onto the overdrawn balance. I emailed customer service AGAIN about this problem (being that it is VERY time sensitive) and have yet to receive a response. Of course. Needless to say Aeropostale has lost another customer and I discourage anyone and everyone from purchasing from their company.

On-Line Order Disaster

My daughter ordered the cutest dress from Aeropostale on-line. She was waiting patiently for the package to arrive. Then she received a "your return is being processed" email. Needless to say she was devastated she didn't get her dress. I called and spoke to the customer service people who informed me that the package was attempted to be delivered but got returned. We never saw an indication that the package was ever tried to be delivered. So they "returned" the payment. Then we get the next big shock. We used gift cards (that were discarded when the money was spent) and the money was returned to the gift card. So end result: no order, no money and daughter crying. Way to go Aeropostale!!
Extremely Disappointed Mother,
Cheryl

Rude Cashier Named "Joy" at Round rock outlet TX

I shopped on 28 Dec 12, nobody at the line, I came up to Joy, she was busy looking up at the computer screen, after 5 minutes she called up the person behind me and didn't even look at me. When I told her that, she told me to go to the end of the line when I had been waiting there for a long time. When she finally served me she didn't even make eye contact. I am definitely not happy with the customer service. Also when I was at the fitting rooms they were half empty and no one came to unlock it, I had to go look for someone to open the dressing rooms.

ROBBED AT CHRISTMAS

I PLACED AN ORDER ONLINE WITH AEROPOSTALE.COM AND ASKED FOR IT TO BE SHIPPED TO MY BILLING ADDRESS. IN THEIR ERROR, THEY SHIPPED TO MY FORMER ADDRESS ON FILE. THIS WAS CHRSITMAS GIFTS FOR MY DAUGHTERS. I CALLED AEROPOSTALE.COM AS SOON AS I REALIZED WHAT HAD HAPPENED. THEY TOLD ME THEY COULDN'T DO ANYTHING FOR ME. THEY STATED IF THE MERCHANDISE HAD SHIPPED TO THE CORRECT ADDRESS AND I DIDN'T RECEIVE IT, THEY WOULD CODE IT AS LOST AND RESHIP, BUT SINCE IT WENT TO THE WRONG ADDRESS THEY COULDN'T HELP ME. SINCE MY HUSBAND AND I LOST OUR JOBS 3 MONTHS AGO DUE TO THE COMPANY WE WORK FOR FILING BANKRUPTCY AND ISSUING A MASS RIF THIS WAS A CRUCIAL TIME FOR US. I AM ASHAMED OF EVER BUYING FROM THEM IN THE PAST. I HAD BEEN A CUSTOMER FOR 6YRS, BUT NEVER AGAIN. I WAS TREATED VERY POORLY AND NO ONE SEEMED CONCERNED WITH THE ERROR. I AM DISPUTING CHARGES WITH MY BANK, BUT THAT TAKES TIME. I HOPE NO ONE ELSE EVER HAS TO GO THROUGH THIS. PLEASE BEWARE OF THIS ONLINE RETAILER.

Played Rock-Paper-Scissors while ignoring us! Incredibly Rude, and Obnoxious!

Have had terrible experiences at Aeropostale in Morristown, TN at College Square Mall. Today the staff was particularly rude and I will never be back. There was 2 girls (Christa, and another girl) behind the counter when we walked up that completely ignored us and other customers. They were playing Rock-Paper-Scissors, and were giggling talking to someone over the headsets, making jokes. There was an older lady beside us needing help, and she was appalled at how they were acting. Then the older male manager with braces came up there because we were returning a shirt, and he was even more rude, saying he was mad at all the returns today, and we said it just didn't fit, and he said "Well why did you buy it", in a rude non-joking manner. He is always rude. The last time I came in there, he followed me around, and finally said is there something I can help you with. I said I'm just looking around for something cute, and he said "Why did you come in here if you don't know exactly what you want". Since when does shopping work like that?

Online customer service is awful!

I purchased items online from my kids favorite clothing store on Black Friday 2012. The company offered a free DJ Teddy Bear with a purchase of $100 or more. I probably didn't need to spend $100 but thought the bear was cute and my daughter would like it so I made sure to order enough to get the bear. When my order arrived I immediately noticed that the box was very small for all of the items I purchased. The box was smaller than the box of the DJ Teddy Bear that I had seen in the store. I opened the box and all of my clothing items were in it but I had a UPC code label that said DJ Teddy Bear on it. The packing list showed the DJ Teddy Bear was supposed to be in the box but no bear, just a UPC label. I immediately contacted Aeropostale customer service to report the missing item. I was informed that they had been overwhelmed with Black Friday orders and they apologized and said I would be contacted in a few days about when my bear would arrive. I waited 5 days for a response but didn't receive one so I emailed them. I received a very short email saying that my DJ Teddy was included with my order and they would not be sending another one. I immediately called customer service to inquire about the email and was told that they were out of the DJ Teddy and sorry they couldn't do anything more for me. I requested to speak with a Supervisor. Of course, they were all gone so I was told I would be contacted in 24 hours. I waited 24 hours without a response so I called again. I spoke with a supervisor this time and was told they would send me a $25 electronic gift card in a few days and I had until 12/19/12 to use it. I didn't think that was a fair amount of time but I didn't feel like fighting so I agreed. It's now been another 6 days and still no electronic gift card. I called again this morning to let them know the card has not been received. I just received an email saying it will take 1 to 2 business day to send and I still only have until 12/19/12 to use the card. That is ONE DAY! How awful! I don't appreciate the way I've been treated by this company and will never do business with them again. If I don't receive an extension to the time given to use the gift card I will return my entire order for refund. Customer Service is definitely not a priority with this company!

Love them!!!

They have great fashion and deals.

Want to have a headache, and experience the WORST Customer Service Ever?

Then visit your local AEROPOSTALE store at Opry Mills. Talk to Jessica, the Assistant Store Manager, and then try and call 877*289*2376 to speak with Corporate Cust Service.

Not only will you discover that you are a "nobody" except when you are spending your money with the store/company, but you will also soon learn that unlike most retail stores, this company refuses to stand behind their inferior products. You are paying a premium price for a poorly made item. You are purchasing a NAME, not a product.

Specifically, an pair of "sleepwear" was bought from this location. It looks nice, fits well, and is fashionable. The problem is that it fell apart with general wear. These are SLEEPING pants, not jeans or items one would wear and abuse. One sleeps in them and relaxes in them. They should easily last years, and only get softer and more comfortable over time. Instead they have split at the seams, disintegrated, and become unwearable. In notifying the store, and speaking with the Assistant Store Manager, I was told...too bad. We do not exchange items after the tags were taken off. I was not looking for a refund...just an equal replacement of the item.

After reading the plethora of reviews on this site in regards to AEROPOSTALE, it is evident that many people across the country feel the pain that I do in regards to customer service and quality of product.

Here is my suggestion, shop elsewhere. Spend the same amount of money (or even LESS) at GAP, American Eagle, Express, Express for Men, etc., and inquire about their return policy. You will find...NO SALE IS EVER FINAL. Two years from now your jeans rip, or your t-shirt falls apart? NO PROBLEM. Bring it back to one of those stores, and the exchange is a no questions asked experience. Why? Because they want YOUR business, and understand that by being flexible and acknowledging that products fail, they retain you as a customer.

My money, will never be spent with this merchant again. ESPECIALLY at this location (Nashville - Opry Mills). And here is what I offer...just to deflect money from this store. Post your email address, and I will email you back. Then, send me a picture/scan of a receipt from GAP, American Eagle, Express, or Express for Men, that is dated within the last 30 days. I will then give YOU a $25 gift card/coupon that I buy for the same store. I do not care how many people reply, I can afford it. What AEROPOSTALE can not afford is customers running to other merchants. And THAT is what I am working to make happen. SEND ME YOUR RECEIPTS!

Jessica, AEROPASTALE....you REALLY should of just been happy to have a customer who desired your clothes and wanted to exchange something that was defective.

BAD treatment to International customer

The customer service is a nightmare. In our last vistit to the US, we buy some clothes at Dollphin Mall Store, and the cashier dont put all the clothes at the bags. We find the diferences at the hotel at minutes of fly to return home. We put our claim at the web page but we dont recive any response. The last weekend I visit US and a go to same store, the manager said he dont do anything. I put the claim again at the web page i waiting for response.....

Worst customer service ever!

Never shop at Aeropostale online!! Worst Customer service ever! My daughter received a gift card for her birthday. I had her pick out her items online (there is no P.S. store near us) and then we applied the gift card to the order. The company said the gift card did not go through so they just charged my CC. When I called to fix the problem they said that there was nothing that they could do and to just use the GC to buy more clothes. Now I have to ship everything back to get a refund and start over. I will here shop that this store again, not that it matters everything that they sell looks just like what every other store sells.

Overall good, but don't like partial UPS shipping

I have shopped with Aeropostale for about 5 years now, both in store and online. Overall, I have been very happy with my experiences with this company. My orders are always shipped timely and I have never had problems with the wrong items being sent, or any of the other complaints one hears about. However, they have recently begun a new shipping program in which the order is shipped UPS only as far as my local postal sorting center, and is sent the rest of the way USPS. As far as I can tell, there is no way of knowing if this will be the shipping method when you check out. This is a problem for me because I only receive mail that fits into my mailbox. I have a very long drive way that is over 1/2 a mile from my box, and they do not bring anything to my house. I have to drive 25 miles one way to my distribution center to get oversized packages, which is why I choose UPS delivery when shopping online. I wish Aero would have just standard UPS ground straight to my door.

Poor online customer service

I've had two horrible experiences ordering online from Aeropostale. The first time I ordered they gave me the wrong package with sports clothes that weren't even from Aeropostale but it probably was UPS's fault for packaging the wrong items BUT I called customer service and told them about this and they said the only thing they can do is credit me instead of sending me what I ordered.

So for a while I didn't try to order online from Aeropostale but this week my sister saw that there was a sale so we gave it another shot. They shipped really fast and withdrew the money from my account, a couple days later, I got a UPS notice that said that it has made it's final attempt and I should pick it up at the UPS office (they only made one attempt) so I called UPS and they told me that Aeropostale only requested for one attempt, UPS told me to pick up the package at their office. I looked online and saw that it would take me 1hr to get to the UPS office by car (which I don't have) and back and 2hrs by transit. So I called Aeropostale customer service and she told me that once UPS ships it back I should be able to get the amount credited. I DON'T REALLY CARE MUCH ABOUT THE CREDIT, I JUST WANT WHAT I ORDERED!! Not really sure what the customer service reps are thinking but how hard is it to resend the item instead of crediting which is a waste of shipping money, loss of profit, and angry customers. So I asked if they could just tell UPS to resend it, she told me that it has to be shipped back and then they have to process it as returned and then reprocess it again to send it out. I'm just really confused because it seems like the company doesn't care at all about the customers who order online. Of course, I'm not saying all of their customer service is bad, mainly how Aeropostale deals with online orders.

I have been to the actual stores and most of the time the people in the store are pretty helpful and nice.

I don't really know if it is just me who has the worst luck with Aeropostale but I definitely won't order online through Aeropostale again.

bad customer service

I was at the location in mesquite texas and i walked in the store and nobody greeted me and then when i asked what size does the store go up to in girls the manager going to 14 and you need bigger size go online and shop then my sons got stuff we waited for 20 minutes just to get to the cashier while the manager and another employee just stood around and did not bother to assist us. His name was Eli and he had a very nasty and very unprofessional attitude.

Worst Customer Service Ever

I will never buy from Aeropostle again - time for my daughter and her friends to get a new look. This story went from bad to worse - and was at one time salvagable - but after today - forget it. I was in the store on 12/27/2011 to return 60 worth of merchandise - for some reason the girl could not put the entire return on one gift card and issued 2 - then my daughter looked around for replacement merchandise. We got in line, I pulled out the cards and then she decided to pick out some jewelry, so I stepped out of line. When we got back in, I notice I had dropped one of the gift cards. I went to the counter to tell them what happened and Caitlin (who had just issued me the cards) rudely said ther was nothing that she could do, but finally called the assistant manager. So I pulled myself out of line and waited to see what could be done. Kevin the AM was very nice, however, he told me the only way it could be resolved was to call customer service and they could pull the transaction and cancel the card and issue a new one. So I called while I was in the store, paid for my purchases with my $20 gift card and another $40 on my credit card. I got an answering machine and left a message. within 18 hours I had not received a call back, so I filed the issue on their website on 12/28/2011 and called their customer service again - andgot a recording again. Finally on 12/29/2011 I got an email back asking for all of the sale info - I had already provdied that on the original emal complaint and on the phone messages, however I supplied it again - then I got an email back apologizing that they did not need it for the original transaction, just for the one for which i got the replacement items and used my credit card. And then from 12/29/2011 - 1/3/2012 not a word. I sent several emails asking for the resolve. And finally today, I get an email back stating that the card was used prior to my purhase or replacement items, therefore they could not help me. Unbelieveable! They set me up to think there was something that could be done, and there was nothing that could be done because someone had used the card from the time I stepped out of line to when I stepped back in which was 5 minutes. Although I worked in retail for 15 years and in customer service for 30, I understand that they can not honor a used card, but do you think they would send a 10 off coupon or their registers would have been able to look up the fact that someone had already used my card. Nothing - just a ""Aéropostale is not responsible for unauthorized use of your gift card or the replacement of cards that have already been redeemed." What are they responsible for? It is definately not customer service!

Unfortunately this bad experience will force me to take my business elsewhere. Of which I am sure from the service I have received this is of no bother to Aeropostle. I have been in customer service for over 30 years 15 of them in retail and I have never been treated with such indifference from a company in quite a long time. Thank goodness I work for a company who makes customer service their number 1 priority.

It is a shame in this economy that Aeropostle would reward someone who was not honest who picked the card up, and did not turn it in, and would make no resolution other than "Aéropostale is not responsible for unauthorized use of your gift card or the replacement of cards that have already been redeemed." with a client who was in the store replacing merchandise that we had already bought. And who had sought resolution immediately but it fell on answering machines and unanswered email. As $35 is like pennies to me, this issue has never been about the money, but about the principle of having the appropriate tools in your store to help someone.

Worst customer service ever

TERRRIBLE CUSTOMER SERVICE!!!! Both response time and acceptable customer responses were unacceptable. Shopped aero during recent $25EGIFT promo. Spent the required $100+ but the site would not accept the promo code for the $25egift so went ahead with purchase and advised the customer service. The customer service took days to respond and only said that it was being reviewed. Days later a response informed me that the purchase didn't qualify. I again responded. Days later again a similar response saying the fragrance was not allowed as part of the promo. I then explained that there was nothing found to indicate this and had I known, I would have purchased the extra $3 to fulfill the $100 requirement since my acceptable order was now $97+. Again it took days for response with similar results. I then suggested elevating the issue to the supervisor, which was done without results. CAN'T BELEIVE AEROPOSTLE WOULD DISSALLOW A PROMO REDEMPTION DUE TO THEIR OWN LACK OF CORRECT INTERNET SITE INFORMATION AND A $3 OVERSITE. TERRRIBLE CUSTOMER SERVICE!!!!

First and Last Time ordering from Aeropostale

I was looking for Christmas gifts to send to Canada for my niece, I found a hoodie and watch on Aeropostale.com, so I ordered it. My money was taken almost immediately from my account and I received an email confirming my order however, when I looked at it the email confirmed the hoodie only not the watch. I emailed back and was sent an email from Aeropostale customer service confirming that the hoodie and watch were shipped in the same package. Imagine my surprise when the package comes and there is no watch but there is a hoodie and some stupid plaid shirt that I didnt order and dont want. I contacted aeropostale and they said the watches were sold out and they cant give me one. Cant give me what where is the watch I bought and paid for and you told me was already shipped with the hoodie. There was no answer for that they wouldnt refund my $8 until I returned the shirt at my expense and expected me to run all over town looking for a UPS dropoff point. This was not my error it was Aeropostale and tellyou the truth if I had have looked online in first place at the reviews I would have thought twice about ordering from them. With the retail industry clamouring for consumers, this is not the way to start on good foot with first time customer. Take my money promise me my watch is shipped and then turns out isnt then says oops sorry they are sold out and then to add insult to injury expect me to package the shirt up at my expense and use my gas to go all over town to find a UPS hub. I think not. I asked for them to send me a prepaid UPS envelope so I could put in and send back with driver they refused no they would rather do it this way and irriate what customers they have left.

Experiene with aero over the years.

Over the years aero has made lothing more for the slim and skinny. Thats not fair to all the others out there. They have gone from shirts for every size to shirts for only one special size. I love aeropostales lothing but its skin tight. They need to start clothing for the fat or thick and long torsoed. had an idea that they shouldhave different fits for all kinds of people. Like fit 1 is for slim, Fit 2 is loose fit and long people, and fit 3 can be just for long people. I would also love it if they did this not only for online but also in the stores. When i mean Loose fit i mean like taking the sizes to women. This only wouldnt make tons of people happy but increase all kinds of sales profiots. plus the material on aero clothing is tooooooooo thin and rips way to easy. This would bring me and my friends all back to aero and say goodbye to american eagle.

Very Unsatisfied Customer!

The employees with this company are crazy! They could care less where you are a satisified customer or not.

Beware the Outerwear!!

I purchased a brand new aero puffer jacket with the fur trim hood. Luckily got a deal. They usually retail for around $99.
After less than 6 days wearing this jacket, the seam under the arm and all down the jacket has begun to open up.
The "fill" is popping out, and I really am not sure if this is something I want to pay to have a tailor fix. It was a loose fit, and I just don't know what to think. I think Aero needs to do some quality control with the outerwear products.
This is the first bad experience I've had with any of the products.
Beware Aeropostale Winter Jackets!!!

Rude cashier

On friday june 18,2010 at around 8:30pm at the erin mills location I was purchasing a shirt for my daughter. Two people on cash (Marla and John) were very rude to me, simply because I wanted the $5 dollar bill they had given me as change to be replaced by another $5 dollar because John had given me a ripped but taped up one. I had explained that other places do not accept taped up bills that is why I wanted it replaced by another one. John asked Marla to open up the till and she said "no" in such a rude way seeing the evpression on her face. When I saw and felt the rudeness, I decided not to purchase anything and just get my money back. I told John that they were very rude and that I will not buy anything there anymore. John's response was "Don't come back!" and he left the register without giving me my money back. Marla had to finish my transaction. I spoke to the Manager afterwards and he told me that he will take care of it. Still, this was my worst experience from a clothing store that claims to be a friendly environment. Too bad my daughter didn't get the t-shirt she wanted just because of the two rude people working on cash.

love them

absolutely great items and prices - love them :)

Great customer servce

I normally shop at the fiscal store, but before Christmas the had special for the hollyday include extra discount.

Shipping process and delivery was just on time.

I wouldn't blame them for the cloths i got, better see and try cloths before buying.

I did went to the store and the replace them with no problem

Great guys quick and easy replacement

Claire found this review useful

VERY POOR CUSTOMER SERVICE

I have spent much at Aeropostale, with 2 tweens, but I will not any longer. At Christmas I bought 2 pairs of the Metallic Silver Sneakers which were about a size smaller than they should of been. When I called Customer Service to order another size up on both pairs, I was told they were out of stock. Sadly I agreed to send them back. The shop-a-holic that I am online, I was back shopping again, and low and behold I found the sneakers, and they were ALL in stock!! When I called back customer service to find out why she had said this, she couldnt find them in stock. I gave her the item number and she said that Aeropostale had changed the sku and item number completely that is why she couldnt find them. When I sent back the sneakers at my own cost, my account would be credited. I would have to reorder the 2 sizes again, but HOLD ON......the price was now more than doubled!!! I pointed this out to her, and she placed me on hold, came back on the phone, and said sorry it is a 14 day policy return. I told her it was a Christmas present, and that there must be an acception for Christmas Shopping. Wisely most online businesses give an extension on policy because of the Christmas Shopping period. She placed me on hold again. She took my phone number and told me a supervisor would have to call me back. 2 days later, what sounded like a 17 yr old boy called me the middle of supper and said he was the manager and that unfortunately Aeropostale had a 14 day policy. After letting him know what I thought about his policy, I asked him to ask HIS manager to call me back, and let it be someone older than the age of 17. Also within that 2 day period I had ordered an additional huge order of jeans, and told him to cancel it. It was the principle now, not the difference in money. He said he couldnt that it had already shipped. True Story! SO BEWARE OF AEROPOSTALE AND THEIR SHADY POLICYS BEFORE BUYING, go elsewhere where they stand behind their product with good customer service. In this economy it would be smart for Aeropostale to