Aafes Exchange Reviews

Show reviews that mention
customer service customer service aafes order exchange item store items manager
Filter review
I HAVE TRIED TO LOG ON MANY TIMES TO ORDER SOME CHRISTMAS, EACH TIME I HAVE SOMETHING IN MY CART I AM NOT AUTHERIZED TO HAVE SOMETIME I HAVE NOTHING, WHAT IS WRONG? I HAD MY ACCOUNT FOR MANY YEARS AND LOVE TO SHOP AT THE BX. I RECENTLY PAID A LARGE PAYMENT, SO I COULD...
View full review
View full review
ID
#567601 Review #567601 is a subjective opinion of poster.
Location
Cross City, Florida
Cons
  • Poor customer service
Reason of review
Problems with payment
Preferred solution
Let the company propose a solution

Website and customer service

Everyone...AAFES outsourced their online shopping, from the website design to customer service to shipping a few months ago! They went with the cheapest bidder and that is why you are all having the issues with them, buyer beware!!! Everyone...AAFES outsourced their online shopping, from the website design to customer service to shipping a few months ago! They went with the cheapest bidder and that is why you are all having the issues with them, buyer beware!!! Everyone...AAFES outsourced their online shopping, from the website design to customer service to shipping a few months ago! They went with the cheapest bidder and that is why you are all having the issues with them, buyer beware!!!
View full review
1 comment
#911426

A nightmare to work with. I had trouble ordered an iMac27 online, so I placed the order with an "agent." The sale price was not honored (and I have no idea if I'll ever see the $100 gift card that was offered as a bonus), so today I've been on the phone for 1 hour 41 minutes trying to get this corrected (its a difference of $378.90).

The original "agent" was Lakeitra; the current "agent" is Zoe; and the supervisor I'm still waiting for is Josh Winholz. Mr. Winholz came on the line at 1 hour 49 minutes into the call, but after about 2 minutes, I was cut off!

I'm attempting to call back now, but I'm a pissed consumer, and will NEVER "shop my exchange" online again. What a nightmare

ID
#563159 Review #563159 is a subjective opinion of poster.
Location
Dallas, Texas
Reason of review
Poor customer service

Refrigerator Review

Ordered fridge October 13th, said it was instock and ready to ship, I called said it would be shipped nov. 27th, I got an email saying it was cancelled the 26th. Very unhappy and will never order on line again and never recommend to anyone again!
View full review
ID
#562731 Review #562731 is a subjective opinion of poster.
Location
Rapid Valley, South Dakota
Reason of review
Problem with delivery

No Customer Service

I have been trying to order several items on line but there seems to be issues with the web site. I have been trying to get a hold of customer service by phone and “Instant Chat” for over 2 weeks to no avail. The chat is never on line and I have tried to call the 800 number multiple times only to be on hold for 45 minutes or more with no answer. Their email support is also not working, there seems to be no way of getting a hold of a live person for problem resolution. Maybe with the growth of Amazon, Wal-Mart, Target and all other on line shopping retailers, AAFES has run its course or is at least due for a major management and marketing improvement.
View full review
ID
#559307 Review #559307 is a subjective opinion of poster.
Location
Aberdeen, South Dakota
Reason of review
Poor customer service

Taking 54 minutes to speak to someone/ rude/ lying about order time on web site/ solution given to cancel order!

I ordered and I never recieved info on shipping tried to contact on web site through chat after 27 minutes got someone told me to call 1800 number took 54 minutes to reach a person then when I asked to check on order they said its on hold we need to verify star card I asked what did I need to do to do this they said oh nothing you can do its on our side? Was my order ever going to be processed was someone going to contact me? She said no! They would take care of it. Ok I wait a few days nothing recieved about shipping item. It's in stock says ready for shipment on web page says will take 7 to 14 days. I call this morning after 38 minutes waiting on a customer service person they inform me it will take 21 days. I tell them that's not what web site says they say well that's what it is and offer to Cancel order as a way to fix. Really I wouldn't have ordered item if I didn't need it. Very rude not apologetic just a poor way to treat service members and retirees!
View full review
ID
#556878 Review #556878 is a subjective opinion of poster.
Location
Beckley, West Virginia
Service
Aafes Exchange Customer Care
Reason of review
Poor customer service
Preferred solution
Train properly employees in customer service. Have web site clearly explain shipping times on all items. Treat customers with respect and dignity
New Reviewer

Lack of customer service! Where is my order!?

Ordered two mattress sets in early September 2014. One arrived three weeks after transaction. The other has still not arrived. No explanation as to why! No one can tell us anything. We call, stay on the phone for over an hour.. No results. Get disconnected after being on the phone for an hour.. To then have the whole process repeated! This is exhausting! This is a gross mismanagement of customers money. AAFES!! Your job doesn't end with the close of transaction! For all I know.. There is no mattress set! For all I know, it's in bad condition! We don't know a thing! You are no help! You promise to get in touch, and weeks have gone by.. Nothing. And to think this is a company who should be serving our military and dependents!
View full review
1 comment
#896627

I ordered a sealy mattress set back in July, I got the mattress but no box springs. No one has been able to help me.

The resolution dept.

has quit responding to my emails. I will never buy a mattress from AAFES again!

ID
#554430 Review #554430 is a subjective opinion of poster.
Location
Barksdale Afb, Louisiana
Reason of review
Poor customer service
Loss
$600
Preferred solution
Price reduction

Cancellation of an ORDER

I had placed order 42680**** for two pairs of under armorsun glasses. I checked periodically on the status but every time i talked to individual that answer the my called. I received the same reason of why they couldn't assist me, and the reason was because of the system upgrade. Reason as follows: i can't see anything before Sept 29, 2014 or let me send them an email and have contact you via email (which i never received any emails from anyone). Then on the Oct 23, i called from Lackland AFB costumers service and the rep. informed me that the glasses would be ship out asap, but the next day Oct 24, 2014 the order was cancelled whitout any notice of any kind. So, then i called back to find out why the cancellation and i asked for incentive for the inconvenience of waiting and no notice. The rep. informed me there would some incentive but they neede to find out why the order was cancel in first place and then i would receive a email to make up for the inconvenience. Today's the Oct 27, 2014 and no appropriate action had been taken. In Closure: I am war veteran and enjoy my benefits but what i fail to undrstand is that utilized the aafes exchange as my primary location for all of needs. I shouldn't have to elaborate any further. I am very frustrated!!! 210 848****
View full review
1 comment
#895458

I'm experiencing the same problem. I ordered a dining room set on 27 September and was told it shipped on 11 October.

Here it is 4 November and no dining room set, no email or phone call from the Escalation Team. I don't like to shoot the messenger when I call customer service but this is absolute *** service.

Contacted them at a minimum 8 times (via phone, chat, and email) and nobody will respond. They will not be receiving a payment until it's resolved or my account is credited.

ID
#551082 Review #551082 is a subjective opinion of poster.
Location
San Antonio, Texas
Reason of review
Problem with delivery
Preferred solution
Let the company propose a solution
Purchased the Kindle Fire HDX yesterday for $30 more than it normally sells from Amazon, who also charges NO tax. (Amazon has an additional $20 off this item, presently meaning Aafes sells it for $59 MORE.) Remembering why I never shop at Aafes.... Why must I submit...
View full review
View full review
1 comment
#1118073

AAFES sucks. Everything they sell is more expensive than you can get anywhere else.

Trying to get them to price match is like pulling teeth.

All the exchanges need to be shut down. and don't get me started on the military star card, who can just ruin your credit without having to prove anything.

ID
#550524 Review #550524 is a subjective opinion of poster.
Location
Colorado Springs, Colorado
Reason of review
overpriced product I can't return
Loss
$59
Preferred solution
Let the company propose a solution

Aafes Exchange - Shotgun Purchase Review from Mountain View, California

I am in the United States Army and I am married, so all my military documents has my married name but my drivers license has my maiden name. And I've have been on 3 deployments, but because my married name doesn't match my drivers license they won't sell me a shotgun. I served the United States Army and sacrificed my life for our country and yet I can buy a shotgun cause of my married name not matching my out of state license. I have all military documents even my marriage certificate wouldn't work. This is how you treat soldiers who served 3 deployments sacrificing my life and I can't get a shotgun.
View full review
2 comments
#955358

Then get it fixed. Rules and laws are there to help prevent people from getting guns without proper paperwork and ID.

Stop using the sacrifice defense.

#890463

The first thing I'd do would be to visit the JAG office. I don't believe that 1) you're the only one with this predicament, and 2) there's no way to resolve it.

View more comments (1)
ID
#550268 Review #550268 is a subjective opinion of poster.
Location
Mountain View, California

Aafes Exchange - Tv Purchase Review from Cave Creek, Arizona

I ordered a 65 inch TV in early September, never received a notice that the order was complete, no funds taken from my bank account so I called after about 10 days, that's when the nightmare began. I ended being charged 3 more times for the TV to the time of $6000, cancelled all orders and they refunded only $4500 of the money, now they are telling me they cannot see the original order and no one will call me back. Worst experience ever!!!! Never ever order from AAFES!!!
View full review
ID
#547856 Review #547856 is a subjective opinion of poster.
Location
Cave Creek, Arizona

Employees Review

I have had a horrible experience not once but twice at Wright Patterson Air Force Base home and garden center.Two of the employees there where very Rude to me and my father in law two weeks in a row. They have no customer service skills whatso ever and need to be fired from there jobs
View full review
ID
#547346 Review #547346 is a subjective opinion of poster.

Wrong product and terrible customer service

A couple of weeks ago I ordered a new 80 inch tv from the exchange catalog. Last Wednesday I got a call telling me to stay home on Thursday between noon to five. I was filled with anticipation of watching football on my new toy. About four-thirty a truck arrived and the driver opened the cargo door. Inside were several boxes that had fallen over. There were three TV's strapped to the wall and the driver began to pull one out it was not the one I ordered... It was much smaller. I refused delivery and away he went. I spent the next hour, most of it on hold, waiting to talk to Customer Service. When they finally picked up I explained what had happened. They assured me that someone would be in touch. On Sunday I went to our local BX to see if I could get one there. They didn't have one and told me to call Customer Service again. Again I spent forever on hold and was told someone would call, but no one did. Yesterday I called again, again spent a half hour on hold and the gal who answered said I should call back some other time. I refused and asked her to at least look up my order. She found my order and explained to me that I had given them the wrong address and that I had refused the first delivery because the item was completely destroyed. I told her that this was not true and that we needed to solve the problem. Again, she begged off and told me someone would call me back within the hour, but no one ever did. I buy things on Amazon all the time and I've never had an experience like this. This was my first experience with the AAFE's catalog and it will be my last. Do not buy from the AAFE's catalog unless you never want to see the item and enjoy the worlds worst customer service.
View full review
ID
#547150 Review #547150 is a subjective opinion of poster.
Cons
  • Being on hold forever
  • Being lied to
  • Poor customer service
Reason of review
Problem with delivery
Loss
$3100
Preferred solution
Let the company propose a solution

Never again.

I read some of the reviews about AAFES online but decided to role the dice and give them a try. Unfortunately, I lost on this gamble. I ordered a 70" TV online because it was a really good deal and it said the TV was in stock. Turns out that was not true. A few days after placing my order I got the email saying it was on back order, which was odd considering I got an email earlier that day telling me the order shipped already. After speaking with customer service they confirmed it was on back order, but only for a few days. Once it did finally ship the company used to actually deliver it to my house messed up and the wrong "agent" picked up my TV and took it several hours away. It took them three days to figure out they took the TV to the wrong place and another two days to get it back go the right agent. Once they finally got it back to the right delivery person it tool another week for them to actually get it to me. When they did finally get around to delivering to my house my wife was right around the corner when the guy called and said he was at my house. No big deal, because my wife was right there. When she pulls up to our house the 80 lbs box with the TV inside is already sitting on the ground outside the truck. With only one delivery man standing next to it. How he got it off the truck by himself is anyone's guess. My wife then had to help him bring the TV into the house because, like I said, there was only one guy. I got home the next day and excitedly open the box and inspected my new TV, only to find several fractures throughout the entire screen. I plugged it in and confirmed my fears. The screen was completely destroyed. Not a single inch of the screen was operational. So, I call AAFES and they say they can ship me a new TV even before they pick the damaged one up, but hold on, yep, you guessed it, the TV is on back order and the "estimated" ship date wouldn't be until 12 October. Needless to say I respectfully declined the offer and requested a full refund ASAP. I will never shop at AAFES online again.
View full review
1 comment
#880945

Been waiting for a plain-Jane out of the box all-in-one computer now for over a month. Can't even get a customer service rep to answer a phone, email or online web-chat? My credit card has been charged but I am yet to receive a ship confirmation or any info regarding my computer.

WORST EXPERIENCE EVER!

ID
#539267 Review #539267 is a subjective opinion of poster.
Location
Fort Polk South, Louisiana
Reason of review
Damaged or defective
Loss
$2000
Preferred solution
Full refund

Waiting in line for 1 hour

Every time I go to by fuel on the Aafes "Express", I can expect to have at least 30 minutes of my time wasted, last friday it was just under an hour waiting in line at the pump, then waiting inline in one of the 3 registers that was actually opened at a peak hour. I have put a complaint in through their website, though it just gets brushed off with a "Sorry for your inconvenience, tough luck". Really the worst service ever. Instead of trying to fix the situation, they continue to get worse, not enough registers opened, inexperienced cashiers that are very slow, nd only one facility on Ramstein Air Base to get gas (there were two seperate places and seperate shoppettes, but now they conveniently closed them all down and combined them into one giant cluster-F***!
View full review
2 comments
#1065271

Drive off post to an esso, since they are usually free

#909628

Ordered Game Stop gift cards for xmas and went to use and they weren't valid. Called the 800 to find out why was told to send them in for credit.

Was told there was an IT glitch left without being validated. Called again was told to supply all the numbers and will be ready to go in 72 hours. Gave in an extra day and still not working. Tried emailing the manager that took care of my call and no response.

This is how they treat the military! HORRIBLE!!

View more comments (1)
ID
#536970 Review #536970 is a subjective opinion of poster.
Location
Ramstein-Miesenbach, Ramstein-Miesenbach
Reason of review
Poor customer service
Loss
$20
Preferred solution
Let the company propose a solution
I ordered a mattress and foundation getting on for 2 months ago and still have not received it today. I called after 2 weeks of waiting, and was told it would ship from the vendor on the 28th of the month (1st month). It is delivered through a third party, so they are...
View full review
View full review
ID
#531104 Review #531104 is a subjective opinion of poster.
Reason of review
Problem with delivery
Loss
$900
Preferred solution
Deliver product or service ordered