Update by user Jan 24, 2018
Problem was resolved, I was contacted by exchange manager Melissa Laskowski who was very helpful. Melissa arranged for pickup of the damaged TV and issued credit for my purchase. Hopefull AAFES will train all of their customer service representatives who answer the phone on how to handle returns, issue return authorization, arrange for pickup, and issue credits for damaged merchandise.
Original review posted by user Dec 25, 2017
Signed up for the AAFES Exchange online service being extended to veterans. Placed my 1st order for a 55" TV for our family's Christmas Gift.
Received the TV on 12/16/17 via FedEx. The box appeared to be in good condition. After opening the box found the styrofoam packaging that should be supporting and protecting TV all broken up and busted, TV flopping around loosely inside box. Hoping for the best I removed TV from box and found the screen with spider web cracks starting at top of screen and traveling downward and sideways.
I'm of the opinion this TV was not damaged in shipping, but was already damaged prior to leaving the AAFES facility. I feel that the TV had been previously returned and was placed back in inventory. Probably returned by a customer marking it as unwanted, or changed my mind because they knew how difficult it would be to return as damaged merchandise Contacted AAFES Exchange customer service at 800-527-2345. Explained damage to customer service rep.
and that I'd be returning TV via FedEx. she wasn't sure how to handle damaged merchandise and placed me on hold for about 10 minutes while she checked. When she finally came back she told me "do not return damaged TV" she said someone would be contacting me about how to handle. Didn't hear from anyone so the next day contacted AAFES Exchange again and did an online chat with yet another service representative and was told someone from something called the escalations department would be contacting me between 7-14 days with instructions.
So here it is Christmas day and I've got my family's unusable, broken, Christmas gift in a box taking up space in our house. How hard can it be for AAFES Exchange customer service to contact me, issue return authorization, arrange FedEx return shipping, and issue credit to my credit card for the purchase of damaged merchandise? Why does this have to go to something called an escalation department that the customer can't contact? If this were Amazon the problem would be resolve within minutes after notifying their customer service.
I'll think twice before ordering anything from the AAFES Exchange again.
Meantime I'm still waiting to be contacted by the AAFES escalation department. See Photos I've attached
Reason of review: Poor customer service.
Monetary Loss: $399.
Preferred solution: Full refund.
I liked: Quick shipping, No taxes.
I didn't like: Damaged product, Poor customer service concerning returning damaged merchandise.