On 1/13/07 $60.05 worth of items from the Aeropostale Outlet store. That night when I went to locate the sales receipt I noticed that I was overcharged for a snowcap. It was on clearance for $1.99 per hat.
However, I was charged for six instead of one. On the 15th I went to my local Aeropostale store to show them my sales receipt with the overcharged snowcap. I clearly stated that I wanted to keep the hat I just wanted a refund for the 5 additional snowcaps I was charged for in error.
I was by the sales clerk she saw that the error that was made however, since it had purchased it from an Outlet store and not a retail store I would have to take the item back to the original store. She stated that the Outlet store and the Retail store operated with two different cash register systems and if I was to return my snowcap at a Retail store it would through there inventory off.
I point out that the receipt clearly shows that I can make returns to any Aeropostale for a full refund. The sales clerk informed me that this was a different situation and that only the Outlet store could make the return. I explained that I am being inconveniced for a mistake that Aeropostales clerk had clearly made and I should not have to drive 35 mins out of my way to correct an error. The clerk then said that honestly my return look suspicious because I could have brought six hats and am just trying to get extra money.
I felt insulted and explained and pointed out that 1) The snowcaps have all the same sku# 2) that I had purchased the only hat of it's kind from the clearance rack, so there was not 10 caps sitting around to purchase and 3) I was not trying to return all of the snowcaps I wanted to only pay for the one cap I selected.
They still refused to assist me nor did they call the store and see if they could have the store assist me instead of me driving all the way back to the Outlet store. I tried and tried to make it back to the Outlet, however with a busy work schedule and lifestyle it was impossible.
So on 02/13/07 I returned back to my local Aeropostale this time to speak to the manager there, where I was told the same thing as before and also the supervisor told me that since I'd waited so long to resolve the error it looked suspicious because I should have returned it sooner. Also that she felt that I really did purchase six hats because it seemed odd that a Aeropostale clerk would make such a profound error and not notice it.
I explained that that it was very plausible for this to happen because the day of purchase was a very busy day and I had left the clerk in the middle of purchasing items to go get an item that did not have a tag attached, and when I returned the clerk was ringing someone else up. Also I explained that the clerk asked me if I wanted the receipt in my bag or hand (which is very common) and I had my two small children running around so I told her the bag, and that's why I didn't realize it until a couple of days later.
I requested the store manager to contact the Outlet store to see if they can get this resolved so I would not have to make the long trip back. However, when I spoke with the Outlet store manager, she accused me of trying to return items I still had. She stated that something like this had never happened and that her sales clerks never would make such a blatant mistake like that, so she didn't feel comfortable given me a credit of $9.95 because she felt that I really had brought 6 hats.
I was astounded that I was being accused of thief and I told them I felt like I was being profiled because I can not believe I was getting such back customer service. I told her I wanted the district managers and number to file a complaint. The Outlet manager stated she would alert the district manager of this situation and have him contact me; however she did not want to give me his number without talking to him first.
Two days later I received a call from the District manager, I explain my ordeal and bad customer service over a mistake that was clearly done in error by their sales clerk and how this has been dragging on for almost a month, when I wanted was to purchase one snowcap and get a credit for the additional five I was overcharge for.
The District Manager then stated that he just could not believe that his sales clerk would make such an obvious mistake without it being intentional, and that he had a hard time believing that I did not actually purchase 6 hats and am trying to get credit for items I still have because I waited so long to come back the second time. I calmly explained that I made numerous attempts to return to the Outlet store but could make it due to long work hours.
Also, I asked him what good it would have done me when I had personally spoken to the Outlet manger two days ago and I still was told I would not get a refund. So if I would have spent the resources to go back done to the Outlet I still would have been turned away. The District Manager stated that he would not feel comfortable given me any credit because he feels the sales clerk did not make any error and that I actually had six hats.
He said I could call Aeropostales, 1-800 customer service number to see if they could help me but he would not.
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