AAFES

I ordered a Samsung refrigerator on Aug. 18, 2021. Sep. 19, haven't received it. Called AAFES on Sep. 15, I was given phone numbers to FragilePAK that was suppose to deliver it. I called the numbers only to be put on hold for 45 minutes and they would then disconnect, twice. Called AAFES and was promised that the problem would be reported to solution department and that they would get back with me in 72 hours. Finally got through to FragilePak. They don't know where the location of the item. I wish I had read the reviews before purchasing on line. AAFES has my $2600 and I don't have a refrigerator for month now. AAFES said it would take six weeks to get a refund if I cancel the order. The CEO and the board cares more about profit and not even caring about satisfying customers.

Looking into suing them and seeing how many people we can get together for a class action lawsuit. This company robs people. Ordered large furniture which 2 months later hadn’t arrived, then they say they can’t cancel the order until after shipping, then finally it’s supposed to arrive but it doesn’t because “their truck broke down” which they tell MANY (thousands) of customers by the way (check out the reviews for proof). And even had one of their employees confess that they’re not even shipping the items, FragilePak is just telling customers they did so your package never arrives and that they’ll say they attempted delivery when the item never even shipped. It’s all a scam!!!!

So 7 years out of the army left with 2,300 to pay off. Was told they were going to take payments out of my disability each month until paid off… they left out because they are federal. They can still charge interest. So 7 years later and tax refund garnished I found out I was being charged over double my payment in interest and I currently now owe over 8,000. Star Card is a complete scam that the military is endorsing and they should be ashamed of themselves. They're lucky the nearest hub is a 12 hour drive away.

Quick story: purchased a TV; TV shipped; TV got lost in transit >> FedEx confirmed; Exchange contacted and hung up on me twice; Exchange filed a "lost item" claim and cited 3-5 days to complete; it's been 5 days and it's crickets. They are holding my TV/money hostage and WILL not work with me at all. They told me the claim hasn't been opened and constantly tell me that there is nothing they can do. This yet ANOTHER SAD+PATHETIC example about Veterans being taken advantage of. This service is TERRIBLE and it's what is pawned off on active duty service members? Terrible.. Unthinkable. But a reality that's all too familiar.

I placed an order over a month ago and was told they had difficulty locating the order because it did not get submitted or transmitted correctly, (I got a confirmation email). They said they would sent it to the escalation and IT departments to push the order through so it could be fulfilled. I have called multiple times, did an online chat and the issue remains unresolved. It really upsets me because I ordered items well over a month ago with anticipation of giving them out as gifts! I had to go out and buy replacement gifts.

I have order a few firearms, you might say were unique at the time, which brings me to the status/statuses of my orders. Over the days they go from being shipped to my local BX, then changed to backordered and cancel after a few days in backorder status. And what's worse it seems if you talk to someone on the phone about your high valued order, and it still isn't getting to you. You just got to wonder if the employee is moonlighting or what there with the stock for their preferred under the counter customer list. I don't call anymore because what they know might just be between them and out the door for sure.

Been having trouble with this company lately. From missing order that took over a month to resolve, and now a messed up online ordering system. Their automated recording blames the pandemic a year after it started. I can't split my shipment items and for some reason, this feature has been disabled and can't get a reason nor explanation why. When lady tried to enter it manually, my credit card wouldn't take. There is nothing wrong about my cc. I use it daily.

I pre ordered a PS5 back in September, I see the order is still processing 2 months later, I contact customer service and I’m told there’s a slight delay. No problem. I call again only to be told that that there was an issue with the payment method. Card was lost so I froze it and added a different card but I wasn’t told it would have to charge that specific card. I never received any sort of update or anything and would’ve appreciated if I was told this the first time I inquired about the order and would’ve never known if I didn’t keep contacting them.

I placed my order almost a month ago for $1,200 worth of ammo. Everything was in stock. Weeks went by and my order kept reading "waiting for fulfillment". I contacted customer service twice to be told my order would be shipped in four days. On the third time contacting customer service, I was told everything I ordered was on backorder (I made my order within 30 minutes of items becoming available just after midnight) due to other customers ordering the same items. Not only was I lied to about my items being shipped, now they don't have them and my wait is indefinite without being able to tell me if my order will ever be fulfilled.

Do not order from Aafes. They are a scam organization who hires low life employees. I ordered a GoPro Hero 7 using my Star card, it was shipped to me from the Hanscom AFB BX, when I received the package and opened it, what did I find? An empty go pro box! Clearly the employee who shipped it helped himself to the camera and then sent me the empty package. Now getting the run around by customer service...I should receive an email in 3-5 days, seriously?

Do not order anything from Aafes that has to be sent freight. I placed an order for two items June 28th, both had to be sent freight. Both could have been bought elsewhere with guaranteed shipping in 7-14 days. Both items were in stock when I ordered. One item arrived a full month and a day later. The second item I am still waiting for with no end in sight.

I signed up for a Star Card approx. 6 months ago (this was mistake #1). Ever since then, I have had to call Military Exchange Credit Card services line on average of twice a month to rectify what truly is a very simple error on the account. The organization as a whole is absolutely the most incompetent people that I have ever had to work with. Every single time I have called, I was met with excuses on why the error was never fixed or finger pointing. And the worst answer of them all... "I don't know!!!" (And by that way, that "I don't know" response was from a manager). If you ever want to regret a decision, sign up for the Military Star Card! This review is only a small taste of the pain they put you through. Sadly, it will probably never correct itself because it's a Federally ran organization. Ridiculous!!!

I served for 21 years, retired and tried to order online. I was unable to set up an account and was advised (online) to check VetVerify. My SSN wasn't in the system, but should go to a PX/BX to learn why. On 2020 03 02, I went to Luke AFB BX and discovered I had been listed dead. I dealt with Mayra, who had the right combination of empathy & common sense and spoke to AAFES HQ who provided the bad news. When I was put on the phone with them, I confirmed AAFES should have a death certificate on file and that the latest update from DEERS was provided them was on 2019 07 25, which is screwy, because I just got an updated military ID that very day at the BLOCK HOUSE, had a child 2018 09 16, got married December 2017 to a lady who has four children from a previous marriage and registered them ALL in DEERS before that date.

I placed an online order for a Garmin Foretrex 601 Wrist Mounted GPS seven days ago and finally checked on the order status. It indicated that it was still in processing. After spending an hour on the phone, I found out that the Risk Department put a hold on the order until they could verify my veteran status. This seems odd because you can't log into the website without being confirmed as a veteran. They also, obviously, run a credit check on you (even if you're paying with a debit card) because I had to verify my identity, when speaking with the Risk Department representative, by telling her the year and make of an automobile that I own so that she could confirm that I was who I said I was. It would have been nice if they would have sent me an email stating the order was on hold and asking me to contact them but they waited for me to discover it myself. This is a very poor first experience and I'll think long and hard before I purchase anything else.

I had a Military Star Credit Card account from the years of 2010-2013 and I'll admit, I didnt have a great history with it. I endured financial hardship i.e. divorce, new child, unexpected eviction and such. I was medically discharged from the United States Army on November of 2013, upon receiving a disability settlement, I paid the Military Star Credit Card account off entirely and closed the account December 2013. When the account was closed AAFES performed a "hard" close on the account sealing my files, so no one can see into it.

When I joined the Army in 2006 and reported to my duty station I immediately went to Iraq. Upon returning from Iraq I went to the PX to make some large item purchases to set up an entertainment center. Instead of paying cash, I was told that getting a star card on the sport and charging the items would save me a considerable amount of money on top of the tax savings. So I applied and was approved on the spot. I bought the items with it, went home, signed into their payment service and paid it off. **I never received a physical star card while I was on Active Duty.

I originally ordered a mattress and bed frame. I decided to cancel mattress. Called AAFES. Ask the to cancel mattress but they cancel bed frame. I notice this and re-ordered bed frame. Then they tried to deliver mattress. I declined. Checked my statement. I was charged for the mattress. Finally the bed frame arrived. They send wrong bed frame. I called aafes. Got mattress credited and re order right frame and other frame to be picked up. Called to check status of everything and ask a few question that I didn't understand. Was treated rudely by manager in escalation dept. Aafes service is terrible. Can't get anything right. Then you will be treated like you're the problem. Consider shopping elsewhere....

Normally, I try to be polite and understanding, but AAFES Customer Service this year is way, way, way below par and nothing like the quality they have had for the last few decades. I ordered an HP OMEN laptop for Christmas. When the package arrived, the shipping box was not marked fragile and had obviously been knocked around a bit and dropped on a corner. When I opened the shipping package, the inner retail box was also obviously damaged where it had been dropped on a corner. Inside the computer was also damaged, with both the top and bottom parts obviously damaged and bent.

I ordered a television 3 weeks ago. The exchange has charged me for the tv but has no idea where the television is. The delivery company says that the TV has not arrived for them to deliver, yet the exchange customer service rep says they can do nothing. I will never order from the exchange again. The savings in tax is not worth the headache.

I wish I had read reviews online before purchasing a TV from the Exchange online. I was told in the store that it was better to order online than to pay $100 to have the store deliver on one of the few days they offer delivery, so I took the advice and placed my order online on December 9th. Online showed the tv was in stock, so I was excited. I was happy to see the TV had shipped on December 12th, and foolishly expected it to arrive before Christmas. On December 26th I contacted Innovel Solutions, the company that is supposed to deliver the tv, and they said they hadn't received it, but would look into it and contact me.

I was deemed 100% disabled and had to move to a less expensive state. I had to forgo payments in order to make that move. As a result they went after my social security. Instead of $50 a mo to them, they now take $200 mo. Now I’m unable to pay other bills because of their excessive garnishment! Evil company.

I don’t know the company did. Read all reviews to improve their services. All is 1 star, very bad service. I applied Military STAR Card to get 10 % discount on first day of purchase. I bought online from website mynavyexchange.com on 12 April, but on system they posted on 15 April they said that they couldn’t access to Mynavyexchange.com to check so they asked me to send the receipt to prove that I bought on 12 April. I did send the receipt through message. Mrs. Dorothy ** said she received them and they will process refund with 2 weeks.

I couldn't understand the man's name when he introduced himself on the phone, but he was beyond rude to me. I would understand his rudeness if I had insulted him or talked down to him, but I treated him like a human being. The rudeness wasn't only in the tone of his voice; he decided to say, "Just one second," as I was explaining my dilemma with online bill pay. He interrupted me, put me on hold, and transferred me to someone else named Gale. Gale was patient and able to answer my question concisely.

I placed an order online and continue to get delayed shipping emails. I tried to cancel the order and get told that I can only put in a request to cancel and it's not guaranteed and it can take 48-72 hours for someone to respond to the request. This is not okay. Please, don't list items in stock on the website if they're not and the orders are being sent off to a vendor who can simply delay shipping whenever they please. Is this really how AAFES believes service members, veterans, and their families should be treated? And the comments on Consumer Affairs about AAFES speaks volumes about this company. I am very disappointed and I can promise my family will never purchase anything else from here. We will stick with the Navy Exchange, a company that actually cares about their patrons.

Typical "don't give a **" government attitude, slow to process payments and when they are really slow, blame you for not sending the payment four weeks in advance and charge you interest they don't deserve. Customer service is nonexistent. Apparently they feel YOU OWE them your business and they don't have to do anything to earn it. That equals a company I don't need to do business with, no matter what business they are in or who they are. I don't need the grief and canceled my account.

My husband and myself had a Star Card and I was no longer able to make payments on both cards. I was still paying my husband's since he is the service member. So clearly my account went delinquent. I was about 6 month behind. I went into the store in November 2018 to make a payment on mine and my husband's card and the worker behind the counter applied both payments to my husband's card. I had hopes that this one payment could hold me over until January (after the holidays) and then be good until we got our tax return and I could pay in full and close the account. So come January 2019 I get a letter that my CC has been sent to AAFES collections. Okay, I understand that I have put myself in this position by not being able to pay the card.

If I could give this company 0 stars, I would. They do not honor their 0% financing on their “special promotions”. Heaven forbid you are in the desert or TDY and cannot monitor your statement every single month to follow up on them doing their job to input the promotion like they are supposed to. Then when you get home and have the time to call about it, you are told “Sorry! If it’s more than 60 days after the billing cycle so that’s your fault and we won’t change it!!!” I will never shop at an AAFES again. The prices are always higher than elsewhere and their customer service is garbage!! Save yourself the aggravation and go to Amazon or Target!!

Bought an engagement ring during a sale that had 0% interest and no payments for 12 months. Noticed after the new year they started charging interest, so I called and spoke to them. They said no problem, you're right, we apologize, and we'll get it taken care of. Since I'm currently deployed, I am unable to check my statement as much as I'd like to. Two months since the phone call and still charging interest, but now they say they won't honor the advertised deal. Shady business practices.

So we’ve had a ‘DPP’ (as it used to be called, Delayed Payment Program) since the early 90’s. Around 2010 I was medically retired and went through several hospitalizations with follow up care. My husband is a civilian & always has been but AAFES will extend credit to spouses & did to him as well. Anyway, we lived for a time totally dependent on his income until my transition from active duty to medically retired became permanent. Of course during that time he was ‘let go’ by his career job, even though he’d hung in there thru the 2008 housing crash, so we had to make decisions about what bills we could afford to pay & which ones had to wait. Let me say, “DON’T MAKE YOUR AAFES CREDIT CARD WAIT!”