SmallBizGenius Analysis

Aéropostale receives mixed reviews, with many customers praising the in-store experience and style of clothing, while others report significant issues with online orders, customer service, and shipping. The brand's overall reputation is marred by inconsistent service and order fulfillment.

Category Breakdown

Scores based on analysis of 96 recent reviews

Customer Service

2.5/10

Numerous reviewers report negative experiences with Aéropostale's customer service, describing representatives as unhelpful, rude, and unwilling to resolve issues. Many reviewers mention being unable to speak to a supervisor or receiving conflicting information.

42 reviews mention this

Shipping & Delivery

2.0/10

A significant number of reviewers complain about delayed or unfulfilled orders, incorrect shipping addresses, and packages lost in transit. Several reviewers mention paying extra for expedited shipping but not receiving their orders on time.

35 reviews mention this

Returns & Refunds

2.8/10

Many reviewers express frustration with Aéropostale's return and refund process, citing issues such as being charged return shipping fees for defective items, receiving gift cards instead of refunds to their original payment method, and long delays in processing refunds.

25 reviews mention this

Online Ordering Issues

2.3/10

Reviewers frequently report problems with online orders, including items being out of stock after the order is placed, incorrect items being shipped, and the website changing shipping addresses without authorization.

20 reviews mention this

In-Store Experience

8.5/10

Some reviewers praise the in-store experience, highlighting the relaxed atmosphere, helpful employees, and ease of browsing. These positive experiences stand in contrast to the negative feedback regarding online orders.

15 reviews mention this

Product Quality

5.0/10

Reviews regarding product quality are mixed, with some customers praising the comfort and style of Aéropostale clothing, while others report issues with poor material, incorrect sizing, and items arriving damaged or defective.

12 reviews mention this

Discounts & Promotions

3.0/10

Several reviewers report issues with advertised discounts not being applied at checkout or customer service agents ending chats without resolving the issue. Some reviewers also mention receiving expired discount codes.

10 reviews mention this

Pros & Cons

What Customers Love

Simple, comfortable clothing style Mentioned 6x
"Ran into Aeropostale and it brought back that easy, everyday style. The pieces are simple, comfortable, and easy to throw on without thinking too much."
Relaxed and easy in-store browsing experience Mentioned 5x
"The store feels relaxed, good for browsing with a friend. Solid basics that always come through."
Helpful and friendly in-store employees Mentioned 4x
"Excellent customer service to Ruth(manager), Sel and Rochelle... I appreciate the patience , understanding and treating customers especially to me they have an excellent customer service"
Frequent sales and promotions Mentioned 3x
"i love the shirts they have and they aren’t that expensive, they always have sales going on which i love!"
Good clearance deals Mentioned 1x
"I got fab clearance deals on camis, shelf-bra tanks, headwraps, all in the condition I expected...cheaper than ThredUp/Poshmark/Gap clearance and exactly what I wanted was available."

Common Complaints

Frequent issues with delayed or unfulfilled online orders Mentioned 18x
"Ordered on August 17th, school starts August 30th. Order still says waiting for fulfillment."
Poor customer service experiences Mentioned 15x
"The customer service is useless. Any attempt to correct an error (on their part) “can’t be guaranteed”."
Problems with returns and refunds, including unexpected fees Mentioned 10x
"Received a pair of pants in the mail I ordered with the ink tag still on them. Contacted customer service and they said I would have to pay $8 return shipping when it was their fault for leaving the ink tag still on them."
Inconsistent product sizing and quality Mentioned 7x
"Poor material and always doesn't fit true sizes, oder this brand by online twice it arrived with poor material and sizes way too big always."
Website errors and incorrect shipping addresses Mentioned 5x
"I made an order and literally watched as the website switched my shipping and billing address."

Common Questions About Aéropostale

Answers derived from customer review patterns

Is Aéropostale legit and trustworthy?

While Aéropostale is a real retailer, these reviews suggest caution, particularly when ordering online. Many customers report issues with unfulfilled orders, incorrect items, and poor customer service. While some customers have positive experiences, the high number of complaints about order fulfillment and customer support raises concerns about the reliability of their online operations. Customers seeking a consistent and reliable shopping experience may want to consider other retailers.

Based on 45 reviews

Does Aéropostale have good customer service?

Based on these reviews, Aéropostale's customer service is a significant area of concern. Many customers describe the customer service representatives as unhelpful, rude, and unwilling to resolve issues. Some reviewers mention being unable to speak to a supervisor or receiving conflicting information. The negative feedback suggests that customers may encounter difficulties when seeking assistance with online orders, returns, or other inquiries.

Based on 42 reviews

Is Aéropostale worth it for small business owners?

For small business owners, these reviews suggest caution when considering Aéropostale for bulk purchases or partnerships. The inconsistent service and order issues could negatively impact their own operations and customer satisfaction. The high volume of complaints regarding online order fulfillment, poor customer service, and deceptive practices raises concerns about the reliability of Aéropostale as a business partner.

Based on 10 reviews

What is Aéropostale's return policy like?

Aéropostale's return policy appears to have several potential pitfalls based on customer reviews. Many customers report being charged return shipping fees, even for defective items. Some customers also mention receiving gift cards instead of refunds to their original payment method. The return process can be further complicated by long delays in processing refunds and difficulties in contacting customer service for assistance.

Based on 25 reviews

Why are Aéropostale online orders frequently delayed or cancelled?

Several factors contribute to the frequent delays and cancellations of Aéropostale online orders, according to customer reviews. Some reviewers report that items are listed as in stock on the website but are actually unavailable when the order is processed. Other issues include problems with shipping addresses, packages lost in transit, and general inefficiencies in order fulfillment.

Based on 20 reviews

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