I placed an order online 12/30/08 with an online gift certificate and a regular gift card. Together the gift cards were worth $35.73. The items ordered, including tax etc. Came to $35.62. Here it is the 6th of January and I'm wondering where my order is. I use the tracking feature and see that there is a processing error message. I call the number listed at 10:35 AM. The woman tells me that it won't go through because the order wasn't for the exact amount of the gift cards. Obviously orders don't usually come to the exact amount, but when I say this she says she can't do anything about it but switch me to customer service. The first person I spoke with in customer service said that the people who processed the order said that we were short. 11 even though she could clearly see before her that we had. 11 extra. So eight days after placing the order we havn't gotten it because Aeropostale can't add. She claims she can't fix it and with no suggestion of resolution at all, her words to me were "I don't know what to tell you". I restated that this was an error on their part and that she needed to get it cleared up. While I waited and waited some more, they hung up on me. I called back and explained everything over again. This girl put me on hold so she could speak with her manager. She comes back on seven minutes later and tells me that her manager says the only thing to do is for me to cancel the order, wait for the gift certificates to get credited, and then replace my order. I ask to speak with that manager and she says "I figured that". I let the manager know that my daughter needed the clothes by this weekend, so waiting for the gift cards to be reloaded (she couldn't give me a time frame of when this would happen) wouldn't work and neither would the fact that once they were reloaded it wouldn't cover the same items because I ordered them when they were on sale. She put me on hold several more times for long periods claiming to be working on it, but never had any further help. I asked if there was anyone there that knew how to fix this. She passed me on to Pamela. After Pamela clearly didn't know how to call the original department that messed up, or cancel my gift cards and place the order with her authority or a new gift certificate number, I insisted that she upgrade the shipping to overnight in order to start to correct their idiotic error. I was also then informed that one of the items that was in stock when we ordered it was no longer in stock because of their eight day mistake. However, there is nothing on their site for as little as this item so that money would either get wasted (because it's an online only certificate) or I would have to give these inept people more money for the difference of the new item. Pamela says that she'll call the gift card department and have them reload the certificates ASAP so I can replace my order. I remind her that the items were on sale when we ordered and that they also needed to overnight the order, neither of which could be done through the regular site for the amount on the gift cards. She also couldn't tell me a ballpark of what ASAP meant. So she left it that the money on the card for the item no longer in stock DUE TO THEIR ERROR would be wasted instead of refunded or replaced with another item, and that when the cards were reloaded she would let me know but no guess as to when that would be. Also to get the overnight shipping and items at the same price I have to call them back again to place the order instead of her just following through and placing the order once she knows the cards are reloaded. They took no responsibility for their screw up, tried to get away with doing nothing about it until I forced it, and are still handling it inefficiently. I have been waiting for my order for eight days, have already spent over an hour and a half on the phone between the three calls this morning, and there still isn't a satisfactory resolution. I wish on each and every one of them this type of customer service and poor treatment the next time they use a company and may half of their gift card values be wasted due to that company's wrongdoing! My family and I will never use Aeropostale again, and I will be sure to tell everyone I can of my experience in hopes that they will have better shopping experiences than this company is capable of offering! UPDATE: 4:30 PM 1/6/09 Pamela calls back and says the gift cards don't need to be revalued, the original order has been placed for me, and the socks that I was told were no longer in stock are being shipped, however it is being shipped standard 3-5 days, not overnight.
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