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I received a Disability Severance pay from the military that was taxed. I spent some time in and out of physical therapy rehabilitation. During this time I fell behind in payments of my Star Card. When I called Star Card to pay a balance about $2000 and was informed that my account was transferred to TRANSWORLD SYSTEMS INC. I was informed by Transworld Systems Inc that interest and fees had caused my balance had more than tripled. This company wanted me to pay almost $12,000. I begged both companies to forgive some of the with no success. I agreed to pay a fee debited out of my bank account each month.
Fast forward... I filed a Saint Clair Claim with the IRS to get refunded my Disability Severance pay money that the IRS took out for taxes. Unfortunately, I received a letter in the mail stating that Transworld Systems Inc had taken my entire Disability Severance refund. Neither of these companies gave me the opportunity to re-negotiate a fair settlement for the interest. I’m behind in mortgage and was planning to clean my credit up with the refund money.
Back in 2011 AAFES let me as a civilian open up an account because I was married to a military service member. After my divorce in 2015 I attempted many times to reach out to Aafes to pay off my debt. I NEVER received an responses back, written letters, calls and emails. And my email hasn't change in over 10 years now. Without notice, they sent my account to collection in 2016. Still no attempt as responding or reaching out to me. This year (3 years after sent to collections) They took my tax refund (federal and state). My balance that was updated just Feb 23rd of this year on my credit report was a balance of $4,011 for an original debt of only $2,550. I got $300 of my tax return back (the total was a little over $4800). Why did the company take even more than what I owe. Why no response. Nothing!!
I am a single mom of 4. Then almost 2 years ago I lost my house in a fire and was depending on this new tax return since my kids have medical issues, and this company offsets after REFUSAL to respond and settle. Money hungry company. I understand I had a debt. I was trying to settle and make payments and pay it. But thanks to Aafes they refused and sent it to collections to double my account owed and KEEPS ADDING MORE TO IT!!!
To the CEO of AAFES, Tom Shull I hope you’re reading all these reviews. The majority if not all are 1 star reviews made by military personnel, prior service, and retired servicemen. You of all people should be hurt the most when reading these reviews. This is how soldiers are being treated. ARE YOU GOING TO DO ANYTHING ABOUT THESE ISSUES? Start with your customer service reps and management.
On Jan 19 2019, I placed an order online for an item that was on sale, mind you that this item although on sale was not cheap, it was $1,203.00. 4 days, almost 5 days later I receive an email from AAFES stating that my order has been canceled. I call the online customer service and I asked why my order has been canceled and they tell me that the company made a mistake and priced the item incorrectly so I asked why then did it take almost 5 days later to be notified that this order has been canceled.
Without explaining to me why it took them almost 5 days to notify me, they had the nerve to revert straight to their terms and conditions and told me that it states on there that they can cancel items anytime if they choose to. Keep in mind that on the day I ordered this item the funds were already subtracted from my total bank account balance, so for the next 4 almost 5 days I was out $1,203.00. It was very inconvenient, I was being more conservative on my spending within those 4 days.
I ask to speak to a manager and I explain to her what happened and she also reverts to the terms and conditions. Great training on your employee customer service representatives there AAFES, just train them like rude robots. I told them to compensate me for all the trouble and inconvenience and they offer me a 5% off my next order lol, what a bunch of cheap arses. This is a multi bububu-billion dollar company that leeches off soldiers serving in the military. 5%, Really?!? I still can’t get over that.
I have been a loyal customer with AAFES and a MILSTAR card holder for over a decade and this is the treatment I get for mistakes that the company made. I told the manager that I don’t even want their 5% and then she said “okay byyye” and just hung up. This is a manager for customer service? Wow!! Unbelievable. I will never shop with AAFES again. I will not support a company that treats customers and soldiers this way. Seems they are so one sided, it’s their way or the highway.
Needless to say I will be closing my account with these NAZIs. They overprice their items anyways, even without the taxes it’s still a ripoff. Also their website is so ghetto, again, a multi bububu-billion dollar company can’t even manage to set up a proper website. Even though I know they don’t give a crap, they just lost a over a decade loyal customer. Sincerely yours, Sergeant, US Army.
We ordered furniture online to be delivered to us in Germany. It said 4-6 weeks for delivery. It is now 8 weeks later and they have no idea where it is, they charged our visa and they told us we would pay a fee if we cancel because it has shipped. We asked for a discount and we want to cancel.
I have been a loyal customer and have always had my account in good standing with the Military Star Card. I recently retired and moved back stateside from overseas. During my transition, I received a rewards card for making the required purchases to receive one. Also, while I was in transition, I had my mail forwarded like we all have to do. I never received my rewards card and when I called customer service to inquire, I received the run-around. I finally was able to speak to someone that said they would put in a request to a different department to see if they would re-issue my rewards card. I called today to find out the results and I was denied on the premise of that I changed my new mailing address AFTER the rewards card was issued.
I am still flabbergasted as to why that would be an issue when they can go in and see that the rewards card has not been used in a transaction and that the postal service never got my card to me. I talked to 3 different representatives with the last one telling me she would not override the decision and that I could send an email with the reasons I think I should be re-issued a card. I was also told that the terms and conditions of the rewards program does not align with my issue. The only thing that I can see in the terms and conditions is that they do not replace lost or stolen cards. I do not feel like my card is lost or stolen because I NEVER had the card in my possession. I feel that this is a terrible way to treat your customers, who happen to be current or former service members, and this goes against anything that Military Star represents.
I have dealt with AAFES for more than 50 years. Only about 15 years with their online store. This is a Benefit for Veterans and after spending nearly 30 years in the service I can assure everyone that this is no benefit. Items are priced higher than most big box stores. Sale prices equate largely to everyday prices everywhere else. Logistics is horrible. You never know for certain if an item will arrive or when waiting it’s suddenly out of stock. Consumer service only in name. The worst of any store at any size I've ever dealt with and nearly totally unresponsive and argumentative when confronted with errors. It’s a disaster and to Vets out there it’s no benefit for the years you have to this country. A real travesty.
We ordered a Samsung washing machine on the 25 of November. The website was saying ‘in stock’ so decided that this fact and the prize combined was what we wanted to order. On the 8th of December I still haven’t heard or received anything. I called to complain and was told that it was scheduled for the 11th. Not so happy with that because of the fact that I don’t have a washing machine at the moment and 3 small children, she said to make it a direct delivery with a different company so I could get it faster. The days past and I didn’t hear again. On the 11th I called to learn that I was scheduled now for the 14th. How in the world is it possible to have a delivery date on the 11th, complain, get agreed and a faster day and then end up on the 14th?
Well today is the 14th and again; heard nothing. Called again and guess what; we are now planned for the 18th. I guess you can imagine that I am furious about it. The shipping company says they don’t deal with discounts or compensation for laundry service and AAFES says they have no influence on the driver part what takes so long. Great, no one cares I guess. I hope this review gets out there and people get aware of this way of doing business. Believe me; the stress and anger is not worth the ‘tax free’ part...
I ordered a PS4 online for Black Friday and was notified that it shipped on November 23rd at 10 am. On the 27th I call for the status only to find out they made a label and never shipped the product. I'm being told now after seven phone calls to customer service to give it three more days to ship or call back so they can give me another bogus reason why I don't have the product. They were supposed to contact me four times already through the escalation department and they have never made an attempt to reach out to me.
It's been 11 days since it was supposed to ship and the website states it will ship in two. It took 10 years to find a company that is run worse than the VA and the lack of concern on their part is ridiculous. They need to be sued for false advertising stating they care about active duty and veterans. Worst service ever. Stay away from this place at all cost!!!
I wish I had read the reviews on the STAR card before I got one. How in the world that I can make payments, they apparently accepts the payment, but when you check your balance, you have a past due balance. If you call, they will tell you that the bank returned the payment. Really? Never had a problem with making a payment online with any other online vendor, but the bank will send the payment back. Maybe the bank know AAFES is full of **? One star rating is WAAAYYY too much of a good thing.
I would give zero stars if I could. I ordered a sofa and sofa table manufactured by Ashley on September 11. The items said in stock. A week later, I contacted AAFES via chat to confirm the shipping time-frame. I was told the items would be shipped on October 1st. Meanwhile, I gave my sofa away based on what I was communicated. On Oct 3, I received an email from Mallory ** with it being cc'd to Ronn ** stating the items were on back-order until October 26th, and I could cancel by Oct 13th if I didn't want the items any longer.
I replied to let her know that this is not good service to have a customer waiting so long before notifying him or her of a delay. I also expressed how dissatisfied I was with how military customers received such subpar service. I was contacted via phone and told that if I kept the items, I would receive a 10% discount for being inconvenienced. Fast forward to Oct 29th. I still have not received the items, although my account said the items were shipped on October 17th, AND my card was charged with NO DISCOUNT. I once again contacted Mallory and cc'd Ronn that I had not received anything and had not been contacted by anyone for delivery if the items were, indeed, shipped on the 17th.
I got no response from either, and on today, the 31st, I receive and email stating I have been issued a refund, and they are sorry the items did not meet my expectation. How can I return an item if I never received it? What kind of service is this? This is so unprofessional. I am very disappointed to see that the service military exchange customers receive is total garbage. This is unacceptable. Ive been waiting for a sofa and table for over a month for it to be canceled with no regards to how this makes me feel as a customer. No call or anything... I will never order anything from AAFES again!!!
Purchase a refrigerator online November 11, 2017, was delivered on December 2, 2017 but wasn’t set-up till December 30, 2017. While checking out I notice a few dents, called customer service on January 3, 2018, was told, "Someone will call you back." They never end called so I called them a few weeks later & was told to contact Samsung so I did but Samsung rep informed me that the exchange should handle that problem so I called. Someone would be getting back with me. No ever called me back, so today June 20, 2018, I was told they could pick up or give me a discount of $300 dollars. I didn’t believe that was enough if they had looked at the pictures so I said, "You can pick it up."
So the lady put me on hold and came back with, "Are you using the refrigerator," I said yes. She then informed me, "We cannot pick it up because you are using it & we can’t give you the $300 dollar discount because you turned it down." This went on for about a hour, then she came back with, "We can give you 10% off your next purchase, then she back with 15% our final offer next purchase. I said no. To this day no one from Military Star has never called me back, I also was told by the customer service today that it’s not their fault no one called me back. I made the called about the problem but they act like I didn’t call enough. Their customer service people are rude & unprofessional and they don’t keep or honor their word. Please be careful dealing with this company.
5/29/2018: Tried to order a $399 Vitamix Blender this date. Went through all the questions on the Website but yet there simply was no place in which to Submit my order. Consequently, I do not know if my order was placed or not and do not know how to budget in a situation such as this! I then tried to contact AAFES for a Customer Review. I, again, went all through the questions only to find out that there was no place to submit my answers. I have never dealt with such idiocracy before. If AAFES was designed to be a pleasurable experience for the veteran, IT CERTAINLY IS NOT. A LOT OF TIME HAS BEEN WASTED FOR NOTHING!
I placed a couple of orders with AAFES's ShopMyExchange.com in the last 6 months. One order arrived quickly and as described. The other order was for a limited edition $400 item that was listed as in stock, but it didn't ship. Online merchants should not be listing items as "in stock" and overselling items that they don't actually have. Beware of AAFES / ShopMyExchange when shopping for high demand or limited edition items.
Good luck on getting them to ACTUALLY report your CURRENT BALANCE not your OLD BALANCE... It will reflect on your credit report, and although you have made payments on time at 100.00 increments you still get dinged on your credit card usage which makes it Your score go down, that's the catch 22. They don't tell you about with this card, and then will act as if it's an issue to correct something that should be done automatically, so basically you have to call and beg them to do their job. No special favors being asked...
I speak from my experience. Was in process of getting a loan but because of this card I got denied and have to wait for another 90 days to reapply for a loan to which I should have been approved for but was not due to this card taking my score down from 653 to 615 honestly in a matter of a day... Avoid this card. It's unknown stuff like this that's hurting us Veterans and this card is suppose to Help us not Hurt us. No matter if you are paying it still will make your credit bad, avoid this headache, and I hate to say that.
We tried to make a payment in store, but didn't have the card with us. Customer service was great and helpful, but the E.C.P. rep gave the C.S. rep in store the WRONG ACCOUNT NUMBER. My payment wasn't able to be refunded for a few days, and I still had to make a payment on top of that to the correct account. Recently, we tried to make a payment online, and thankfully I save the confirmation with the amount I selected to pay, and their wonderful system changed the payment amount and increased it by more than double. I selected "minimum payment" when I paid it online, and I saved that confirmation screen that verified the amount due that was the minimum payment.
Also got an email stating that payment was past due... Get this; it was due on April 20th, 2018... Email was sent March 24th, 2018. Let that sink in. E.C.P. is trying to charge us a late fee, because our bank disputed the charge and pulled the payment back, because that was an unauthorized amount that was debited. I sent them the payment confirmation to confirm with the bank, and they were able to see that more than double our payment was illegally taken out of our account. We call them to figure it out, and first person a few days ago tells us to dispute it through our bank and tells us that they have no idea what happened, and claims everything on their end looks fine.
Call again today to have the late fee removed, so I can make the payment, and was told by a manager that "there's no AAFES error". Their claim is I selected minimum payment due, and the payment they took was the minimum due. I did selected minimum due, but what their system changed it to and what I have confirmation of as far as what the minimum due was are two COMPLETELY different amounts by about $70. If you're a fan of your money going to random accounts, and a fan of your payments being changed, then go ahead and sign right up. I can't say that I know anyone who likes their money being messed with. I've emailed proof of the authorized payment amount, so all I can say is this late fee BETTER be removed, or they're going to have charges for theft from that withdrawal brought on them.
Don't get one, avoid the military star card as much as possible. As some had already stated. Their APR is insanely high and an interest fee that is far beyond any credit card or loan shark. My wages are garnished bi-monthly. They take any amount in accordance to your debt. And if your account made it to collections, you'll have to pay that collections agency too. Finding a way to pay them off is difficult. Knowing that they can garnish tax returns and take any known finances made. The Exchange Credit Program is a RIP OFF and they're the worst. ** crooks!!! I tell customers to avoid that card. If you already have one, pay it off and close it. 10% off meals and other deals, not worth the effort. I could settle for a $1.00 sandwich at McDonald's and still be content.
This is the worst experience I've ever had with a credit card company. They made mistakes by telling me I had no balance due whenever I went to them on multiple occasions. They hurt my credit score while my credit card was cut up and they refuse to fix their own mistakes. I would 100% recommend anyone to never use this Military Star Card. They are not here to help, even when they made mistakes themselves.
I typically would never make a furniture purchase online. The budget was tight. Our current couches were falling apart and the Shop My Exchange online had a deal on Ashley furniture for 20% off purchase price and no interest no payments for 18 months. My husband (retired Navy Seabee) and I checked out the couches and decided on a sectional with 3 recliners. They were delivered on 10/19/17. About a week or so later I noticed the stitching was coming out of the left side recliner. Being that it was a sectional that seat was fully removable. I contacted customer service & reported the issue the first week of November. I was advised that the stand alone recliner could not be returned and replaced that I had to return the entire sectional and repurchase. While that was a pain point I was fine with it. I was told that the claim was being submitted and someone would be in touch with me.
I asked if the return and repurchase and delivery could happen prior to Thanksgiving because I was hosting Thanksgiving and had family coming in from out of state. My father who hadnt been back home for the holidays in over 10 years and my son was moving home due to medical conditions. I was advised that they were extremely backed up and the process would be lengthy. This wasn't ok with me but I decided I would address that when contacted by a representative. Thanksgiving came and went and no contact was made by a representative. On 12/13/17 I received an email at 09:30 pm from Jessica ** in the Customer Care Escalation Team stating that I had 2 days to submit pictures of the sectional and damage in order for a call tag to be issued to have the item picked up.
I was not comfortable with not knowing the process, when it would be picked up and when I could order a new one and receive it as Christmas was right around the corner. I called customer service on 12/14/17 and expressed my concern and asked to speak with Jessica ** in the Customer Care Escalation Team. I was told she was not available. I asked to speak to a supervisor and I was connected to a supervisor by the name of Don. I explained my concerns and that I had questions. That prior to sending in pictures and having the pick up process begin I wanted to understand the process because this was now my only couch. He seemed to understand but was unable to answer my questions and stated he would have Jessica ** call me that evening or the following day because she was in a meeting. The next day came and went and I had not heard from anyone.
I was busy with getting ready for Christmas and bringing my son to cardiologists and gastrointestinal doctors. I decided to continue to wait for a call and if not received I would contact them after the holidays. Then on 12/21/17 I received another email at 09:30pm with no signature stating that apparently I was having difficulties sending the pictures and to send them to a different email address. I was livid, but again was going to call after the holidays if no phone call received. I was convinced that someone would call me if they didn't receive a response to make sure I was receiving the emails or in case I had not seen the emails. On 12/30/17, at 09:30 pm on a Saturday night, 2 days before New Years I received another email stating the claim was being closed with no further review. Again, I am livid.
I called Customer Service on 1/2/18 and spoke to a representative and request to be transferred to the Customer Care Escalation Team, they refused. I requested to speak to a supervisor, I was transferred to Josephine. I explained the situation and why I did not send the pictures in, that I had called to get some clarification and to understand the process and that I was promised a return call. She berated me stating that I received emails and I stated I know. I did but why would you close a claim before calling customer. She continued to state I received emails and I told her, "I don't care if you sent a message in the sky, I was promised a call and I expected a call." I had questions and was not comfortable moving forward without understanding the process. I asked her to transfer me to the Customer Care Escalation Team and she refused. I hung up and then called back.
I spoke to a customer service representative and explained the situation again. They supposedly transferred me to the Customer Care Escalation Team and I spoke to a "supervisor" by the name of Mike ** who was extremely rude and condescending. I once again explained the entire situation and he would say things like, "I don't think you want us to exchange the sectional." When I told him that that is not true I just wanted to speak to someone to understand the process because it was my ONLY couch and I wanted to know how long I would be without a couch he said, "Well, what do you think would happen?" I said, "I DONT KNOW. THAT IS WHY I CALLED!" I asked if it was their policy to not call customers to confirm if they even received an email or to give them the courtesy of a call. If it was policy to be so extremely impersonal. He continued to berate me about being contacted by email.
I asked him if he was really a supervisor and why would I be told I would get a phone call and never get one. That I have never known of any customer service person, especially someone in management to be so rude and calloused to a paying customer. He finally explained the process to me in a very rude manner, that after I submit the pictures that is when someone would call me to either offer me a % off of the purchase or to schedule an exchange. I asked him to reopen the claim and he said he would. He confirmed that I would send the pictures in response to the first email. I stated I would. I asked him for the name of the department manager and he provided me with the name of Josie **. I requested her email and he provided it to me. On January 3, 2018 on sent the pictures in response to the email. By January 9th I still had not received a response.
At this time I wrote a letter to the Dallas corporate headquarter and addressed it to Phillip ** the head of Administration. I wrote Josie ** and email and attached a copy of the complaint letter. As of today, 1/12/2018 I still have received no response. I called the customer service number and spoke to a supervisor by the name of Kathy she stated that once a claim is closed it can not be reopened it had to be reported again, once again I am livid and went through explaining the entire issue I have been having, what Mike ** told me and that I have filed a former complaint with their corporate headquarters in Dallas and that letter should almost be there. She put me on hold and asked me to send the pictures again because they did not receive them. I said I would.
After I got off the phone I first went and filed a complaint with the Better Business Bureau. I then submitted the pictures again, cc'd this Josie **, stated that I had filed a formal complaint with BBB and their corporate office and now I am waiting as I complain here on Consumer Affairs. I see that I am good company and not alone with the horrendous customer service I have received. My husband served 20 years honorably with the Seabees in the United States Navy. Being able to shop at the Exchange is supposed to be one of the benefits of service, however it has been more of a headache than a benefit. I doubt I will EVER purchase such a large ticket item from them again.
It has taken 18 days since first contacting customer support to make this return (FedEx picked it up today) and I am sure getting a refund will be as bad or worse. From first contact the information on return has been wrong and ridiculously cumbersome. The first customer rep told me to return via USPS and gave me a mailing address. I called customer service again to verify this and was told, no computers have to be picked up by FedEx and it would take 12-14 days for the pickup.
I also emailed customer service to be sure the information I got was correct and to have a paper trail. The email response included a caller ID tag and I was told FedEx would call to schedule a pick up (14-15 December per the phone call customer rep). On 15 Dec I called FedEx and was told the number I gave them wasn't in their system. I called customer service again and learned the call tag number was wrong and was given another number. I called FedEx and asked if it were possible to take the package to a FedEx location (leaving a package outside in the city = definite theft). The FedEx rep said yes and the FedEx office could print the label and return shipment could begin there.
When I went to the FedEx office I was told no they couldn't do that with the call tag number. They could only print a shipping label if I had an account number. I then called FedEx and was told the same thing and when I gave the call tag number the rep said she couldn't find it in their system. When I checked the number online it appeared there was a pick up attempt on 12 December although there was no address associated with the attempt and no other attempts (note I had never been called to schedule a pick up).
I called AAFES customer service 21 Dec and was told a PDF shipping label would be sent via email in 1 to 2 hours after the phone call. After 8 hours I called customer service and was told it takes a long time since they are very busy. The rep went through the usual spiel before I asked her to please read all of the previous communication with customer service. She then had a manager obtain another call tag from FedEx. I again reiterated I could not leave the package on the street. The customer service manager was on the phone with FedEx and received reassurance the courier would call me and I could bring the package out to the courier.
I left a note on the gate to my house asking the courier to call or text me when they arrived. I called FedEx this morning to reconfirm this would be done. I was told no. The couriers don't usually use their personal phones this way but he did call the local dispatcher and asked if the courier would call me although he could not guarantee this. He reiterated pick up would be between 8 AM and 8 PM. Last but not least being an independent contractor this circus cost a day's pay as I had to be home to wait for package pick up. Hopefully AAFES will fix this problem.
AAFES charges more in interest and penalties than any credit card company due to their relationship with the US Government. Congress has given them special protections by allowing them to act as a government agency in so that they may garnish wages and taxes directly without a court order. After going through a very difficult divorce, and attempting to pay off my debt, I was told my $4,000 balance has jumped to $9,000 after ONE year. $2400 in interest and the $2600 in penalties. This is so ridiculous as to be criminal.
I have already contacted my Senators office, and am looking into bringing AAFES to court over the balance. I believe in paying one's debts, what I will not abide by is a garbage company pretending they are Military approved organization intended to help soldiers. They were forced to pay back soldiers millions in 2010 when they ILLEGALLY took soldiers pay for debts that were inflated or not even owed. STAY AWAY from this company.
About 22 years ago I was stupid enough to open an AAFES charge card. I purchased some items for our home we lost after I was medically retired and wasn't paid for 6 months pending my medical separation. I needed surgery and was unable to work during that 6 month period which screwed our finances and lives up but this was unplanned.
I was able to get my payments lowered but about 4 years ago both of my parents were hospitalized and my mother almost died. I also had follow-up surgery and during that time my bank account was hacked and I forgot to update my account for my AAFES payment. I got a call and updated it with them and told them to draft a payment ASAP. Well, I didn't follow-up to see if the payment was made because I assumed it WAS! I was working full-time and taking care of my parents along with dealing with school.
I received another missed payment notification and a letter telling me my account went into collections! I immediately called and asked to catch up on my payments but was not given an ounce of pity or help. I called several times asking to speak with managers to get my payments back on track but it didn't happen. They were rude. Fast forward to this week and I get a letter of intent to garnish my wages. That's total crap because the amount I really owe is less than half they will screw me for. And they wrote that debt off and will collect DOUBLE which means they collected triple of the original amount. Congress should stop them from tapping our checks. They should have to go to COURT and give us a chance to meet a judge and plea our cases. No, instead they screw us over. What a mistake.
I am in the market for basketball hoop as Birthday gift for my grandson. Have inquired with AAFES as to whether what is included in this basketball hoop as to whether the BACKBOARD, POLE, RIM, NET and all parts as shown in picture are included. Have talk to Manager of AAFES and told me he will check it out with the buyer who at the time was on vacation. Don't understand. Instead of checking with the distributor of this item he has to check it with the previous buyer. Don't make sense. I just want to make sure everything is included cause had the experience before of buying basketball hoop and didn't know that all they were sending me was the BACKBOARD. Was also told that what you see in the picture doesn't necessary mean you'll get the whole thing. So now I want to make sure I know exactly what I am buying before I buy an item.
I have had AAFES take out unannounced and unauthorized payments from my checking account. Not only once but twice. They ignore set payments and do what they want to. Luckily, my bank was able to set them straight and correct their errors. They would not accept responsibility for their actions. They are in the business for screwing over hard working military personnel. If you are a young Soldier wanting a card. My best advice would be to not get one. They have high APRs and find ways to take advantage of military personnel. Do not become an unhappy customer.
I loved this card. Never had any issues. They never gave me any problems with returns. Everyone at the exchange was extremely professional and I loved their perks and sales. They are Bankruptcy friendly. They will give you another chance and they give you more than enough in regards to CL. The payments are reasonable. I can't say enough about them never had any issues.
I have attempted since March 2017 to make an online payment since I had established this account in 1995. My spouse who happens to the veteran had set up an automatic draft each month from his personal checking. His account was in the negative on three consecutive months when AAFES attempted to draft the account. I had no knowledge of the insufficient funds and attempted to make an online payment in March 2017. I called customer service to determine the status/problem with the account since it is in my name. I requested at that time to remove the restriction from my account.
Here we are three months later and I attempted to pay online tonight. After two attempts to pay online, I could not access my account to make a payment. I then called customer service and spoke with Audrey, a customer service representative. I received a denial from her to remove the "denial request". Therefore, I asked to speak to her supervisor, Tasha, who also stated she could not remove the denial request and furthermore agreed with me that I should have been notified in writing of the denial to remove the freeze on my payments except in an exchange or mailing to AAFES. Had I known prior to the date due on my account, I would have mailed the payment to the company. Effective communication no longer exists along with common sense and customer-friendly services!!!
I've been with AAFES for years and never had any issues until now. I was out of town and forgot to pay my bill almost a month behind. When I returned I called them to pay my past due amount. I authorized them to withdraw "X" amount and it was confirmed by them. The next day I checked to see if the payment went through and to my surprise they not only took the payment, but also the next payment that wasn't even due. I called and got the runaround. Oh yeah a sorry too. This is illegal!
Do not bother getting this insurance. AAFES does not honor it. I purchased a two-year replacement. TV broke two months ago, they said, "Contact Samsung". Samsung approved service centers are over an hour away and open M-F. Close at 5. I work daily. Samsung said, "Call insurance and get replacement now." Asurion and AAFES will not honor their own warranty. Just disgusted that they would do such a scheme. Military at its finest.
DO NOT GET ANYTHING FROM THESE GUYS! THEY ARE SUPER CROOKED. Something happened around 5 years ago which involved me ACCIDENTALLY trying to make a payment with a cancelled credit card. I messed up with that, ya I understand, but this created an unfixable problem with my account. I have called management, talked to the individuals working at the AAFES customer service desk located in the base's PX trying to fix my problem, but all employees that I have talked to about my issue have informed me that the problem cannot be fixed, and I must work around it.
What is the problem? I cannot pay my balance, they will not accept any form of payment to my credit card. I cannot go in because I no longer belong to the Army so the ladies at the desk said I cannot come in and pay this way anymore. I cannot pay online, I cannot pay over the phone or mail, they will not accept my payments. My credit score has dropped 100 from 760 to 649, I owe them 288.25 dollars that is crippling my credit. I have called in desperation one last time looking reprieve, hoping the customer service representative could give me advice. He said I could pay over NFCU's bill pay, I did that and well they took my money but they did not update my balance, so I know for a fact they will take my money, they just do not want to update my balance.
So I am at an end here, I owe 288.25, it is ruining my credit and they will take my money but they will not update my balance. After years of struggling with this issue I have decided to look for a lawyer to help me with this. I have no idea what to do, I do not even understand how a business can do this if you are trying to pay it. This is silly, but the only option I feel I have is to hire a lawyer. I am pretty conflicted by this issue.
Last year, I was stationed in the UK. I did not expect to need a new bed during the time. I would be overseas, but things came up, and I found myself in need of a bigger bed. Several months ago, I began looking for the bed that would best suit my needs and, upon finding out that UK beds are MUCH smaller than American, I turned to AAFES. I found the perfect bed on the ShopMyExchange website but found out that they won't ship overseas. I tried to order the same bed through my local base exchange but was told that the online AAFES had nothing to do with the physical location AAFES. WHAT?! Ok, whatever.
I went back online to the "overseas customers" tab and found out about the program that lets you get furniture delivered to the store, and then you can just pick it up yourself. The only catch was, you had to order through the store. I did the Live Chat option on the website to make sure I understood what I needed to do. The gentleman told me that, yes, the bed I wanted could definitely be shipped overseas, and that all I needed to do was place the order at my local exchange's customer service counter. So back to the store I went. Got to the customer service counter and, while they knew the program I was talking about, they had to send me to the furniture department. I go back over there, and THIS time, they said that it shouldn't be a problem. Wrote down the name and item number of what I wanted and said they would check to see if it could be ordered. IF... it could be ordered.
Up to this point, I had been dealing with AAFES on this issue alone for over a month. When they said they had to see IF it could be ordered, they said it would take a MINIMUM of another MONTH to get an answer. Fine. I waited my month and went back to check. The request had never been submitted. I placed it again and called a week later, just to see if I was being given the runaround. I was told that AAFES didn't find it worth their while to have to ship only one bed. EXCUSE ME?!
What happened to it taking a month to get an answer? Was I lied to the first time or the second? and if I'm the one willing to pay my own money for the item, and the shipping and handling, how exactly is it "Not worth their while"? When all is said and done, AAFES has wasted over 2 months of my time giving me the run around (honestly, if they had given me a straight answer the first time, AND I hadn't got 2 OPPOSITE bits of information from the SAME company, I would have moved on), but they have also lost any future business for large item purchases from me. For a company that's supposedly has Service Member's best interests at heart, apparently it doesn't apply to their overseas customers.
There is current help for those Vets and civil service workers out there for debt clearance live lawsuits. For the Star Card just search current AAFES lawsuits. They are out there and if you worked for them overseas between the year of 2001 and 2008 they owe you OHA Over Sea Housing Allowance if you worked full time. Get them. Do not allow them to take your SSI or your Tax returns. They are the biggest scum of the earth for ripping off Vets and those who protect our Freedoms!!!
Military Star card a credit trap. Had a 2000 credit limit, used my card for military clothing, fuel sometimes. So basically I had a 1800 dollar balance on my card. My last payment was the last month of service of 640.00 dollars bringing it down to 1260.00. I could no longer make payments online through AAFES because my payments were set up for automatic withdrawal and they would always try to take the payment before I was even paid. Restricting me from making payments. I left the military due to a career ending injury after my second enlistment was complete. I worked for 6 months with Lockheed Martin and then we were laid off. Economy bad now. Unemployed with no income. So couldn't make payments on anything. Could not find work. Applied for tons of jobs and nothing.
So I left Virginia went to Tennessee hoping for better results. No work so unemployed for a year. So start working off and on back in Virginia as a truck driver. I have 894.00 deducted from my 2012 taxes. 1263.00 deducted from my 2013 taxes all of it. 2014 they take 1632.00 taxes all of it. 2015 they take 240.00. My balance was only 1260.00. That is a total of 4039.00 dollars. So the account should have been paid right. I already gave them 2X the amount. Well I receive a certified letter that they are going to garnish 15% of my wages for a debt of 1800.00 Dollars. So I was really angry and hate AAFES and will never conduct business with them or any other government agency again. Stay away from the Military Star Card. It has its advantages until you need to pay it off. I have nothing nice to say about them and I wish I never even went in the military. I have lost all respect and patience for this worthless country.
Well I'm starting to say this someone had used my name which is fraud and now I'm stuck paying 800.00. So I did the deed of last year but the irs paid it off now which I never knew about the account at all I get a charge. I've been out since May 2014. Dang it. This is the most outrageous fraudulent thing happened. Why doesn't someone fix this. I'm contacting the white house for this.
I'm not satisfied one bit by the way customer service has been. I've been called to reschedule twice so far, I've been waiting for my delivery for over a month now. They call me at noon on the day they are suppose to deliver and tell me that it was the last package and they didn't have time to deliver. I know the delivery company had nothing to do with AAFES but they played a part. I'm not usually an impatient person but this really bugs me!
I ordered 3 pair of men's athletic shoes at the same time. I received 2 pair - one of which was the wrong size. I have yet to receive the 3rd pair, even after numerous inquiries. It's been over 6 weeks since I placed the order and the status is still "Order Processing". I ordered a Safari Hat with a chin strap and received some sort of Fedora Hat. I followed the return instructions and had to pay $13.05 to send it back. Customer service told me that I cannot be reimbursed the $13.05 because I didn't make a copy of the receipt. I was told that "if I didn't like it, I should call a manager" and was given the number to call.
I called and asked for a manager - talked to a woman named Crystal. She was very apologetic and promised to take care of all of my concerns. It was a Sunday, but she promised to contact the vendor about the missing shoes. She reordered the hat and said she was giving me a discount and waiving the shipping fee. I told her that I was concerned about getting the wrong hat again. She assured me that she was annotating my account and that it would not happen again.
I received the package today... Same wrong hat! The charge did NOT reflect any discount. All they did was take the correct sticker and put it on a different hat. The invoice was a copy from the first shipment. Crystal had told me that she would contact the vendor about the missing shoes and that I would know by Wednesday what the order status was. It's Thursday and I haven't heard anything.
I called and asked to speak to Crystal and of course, she was busy. She is supposed to call me back. I would be very surprised if she did. The treatment that I have received from these people is beyond unacceptable - to anyone - not just a veteran. It is utterly shameful that there should be this low a quality of service - in any business. The whole system need to be investigated and cleaned up. It's a disgrace and I am seriously considering contacting Senator McCain. I am a veteran senior citizen on a fixed income. I cannot afford to finance this company's incompetence...
Called to reset online password. ** female employee was rude, condescending and demanded I repeat account number over a dozen times. Freaked out because she thought she was on speaker phone and someone else would be listening to her being rude. After being ordered to repeat everything a dozen times, give name, rank and serial number, I asked her to repeat it back to me, she refused and said she would not. Apparently, it's a one way- order military and veterans around but can't take orders herself. They have turned the exchange into the VA hospitals with rude, narcissistic employees who get off on ordering people around and demanding respect but giving none, like the ** female 911 operator who hung up on thousands of emergency calls because "ain't nobody got time for this." AAFES customer service agents apparently have no time for customers or serving them, so why are we wasting tax payer money paying them for it?
I asked to speak to a supervisor and was on hold for over 20 minutes while "Susan" went and found another ** female to pose as a supervisor. When I told her she wasn't a supervisor, she hung up on me, but not before I heard giggling in the background. I hope Trump cleans out the entire military system, including our military exchanges. Trump needs to fire all government employees and replace them with civilians who fear being fired for something like this.
I had to call back again several times to tell AAFES I ordered two items and got charged for three and only received one. I wanted to cancel the one I didn't receive because the merchandise was substandard and overpriced and absolutely nothing like the picture or description. It was cheaply made and didn't even work. Employee told me "just refuse it" but I can't because they leave it at the door. She said, just pay to return it. Yeah, with no explanation, no paperwork, no proof it was returned, no refund. Just make it even easier for me to get ripped off even more. This is dollar store merchandise that isn't worth the money and the only reason I thought it might be quality is because it came from brand name store "Office Depot". But apparently they place all the merchandise they can't sell on AAFES because it's online and such a hassle to return and get a refund.
I have used AAFES since 2010 and paid faithfully every month. Then in June of last year 2015, I stopped receiving bills. I called and was told they'd send one right out. Two weeks later I called again and was told the same thing. This went on for six weeks. Then I get a notice from a collection agency and would give me no reason why the bills were stopped. AAFES gave no info except that it was in the collection agency's hands. Now they are going to attach my social security disability (service connected) checks.
I've researched online and it seems they can do so and the worst part is that if you owe $3000, you will end up paying back $10,000 (if you're lucky). They will absolutely not send any info about how much interest you are paying or how much balance is due. From what I have gleaned, the only way to get out of this nightmare is to file bankruptcy. Then you can be charged by another agency years later because your account keeps being sold. I'm sending my congressman a letter to see if he can do something about this fraud.
I bought a bedroom set in September of 2016. I had it delivered today and when delivery guys arrived first thing they said was a complaint that I live on the second floor. The delivery person also said that they only have 15 minute window so all they are going to do is drop the furniture and leave. I didn't expect that so I called AAFES and the customer service woman rudely told me that this is what I am going to get because I have free shipping and I bought the merchandise not the service.
I asked her to transfer me to the supervisor and the supervisor told me that I can send my furniture back on the same truck and because they have free shipping this is the service I am going to get. I simply hung up the phone. This was my first and last time ever ordering from AAFES. And I will take this issue up the chain because AAFES customer service made me look guilty because they offered free shipping and I didn't know they were just going to drop the furniture and only had a 15 minute window.
The music played in the store was so loud that we were unable to communicate with others unless screaming. In addition, not everyone might like the music broadcasted. Furthermore, all exchanges have high prices for cheap merchandise.
I had an excellent payment history with the Military Star Card. Not one missed payment, and usually only used it once in a while as a credit builder. Before we moved, I paid off the card, a 2400.00 balance (we bought furniture), and didn't use it again for a few months. Imagine my surprise when I attempted to use the card to find it had been canceled! I checked my credit score and it turns out, I hadn't paid it completely off. Some 17.00 was left on the card. They canceled my card and "charged off" 17.00 bucks! I didn't pay it for 2 months. The 3rd month? Closed! I had an 8000.00 limit. And my credit plummeted from the high 700's to the low 600's! I explained that as a military card they should understand that after a move some things may get misplaced, that I had excellent payment history with them. Not one missed payment. They will do no NOTHING. They straight up SUCK and tell every single person NOT to get this card!
AAFES has the worst credit card ever! I had applied and received the card back when it was two cards on one! they sent me a chase card with the "exchange" credit card numbers on the bottom of the chase card. I only used the exchange card once at the PX and the cashier was the one who swiped my card I didn't even know the card was two in one. The exchange did a bad job of explaining the whole two in one card situation. So I guess I had used the card during the promotion of buy something in December and you don't get charged till June.
Fast forward to June and I don't see the charge, the whole time I had been using the chase card and paying that off, so when I didn't see the charge I called the chase number. They transferred me to the ECP (exchange credit program) customer service dept. They told me my payment was two months late... the whole time I'm thinking everything was charged to the chase card. The rep told me this situation happens all the time. I checked my credit score the next day and it was down almost one hundred points cause of the "late payment" I contacted the exchange payment dispute dept. and of course they offered no help. So like I said this is the worst credit company ever.
AAFES (the military credit program, called Military Star Card) gives easy credit to military members because the debt is federally protected (meaning they can very easily garnish your wages, tax refund... etc without having to take you to court to get permission). I left the military in a hurry, it was a medical board and it happened unexpectedly quick (given my profession, it was assumed I would be kept in the service). I don't dispute my debt on this card. I dispute that they contacted me re: this debt. When I was active duty I got regular emails for bills and this stopped after I left the service. I never got mailed a notification and of course were moving and between houses as we had to rent and then wait for our new home to be built, to be at our jobs for 60 days before we could the home loan, etc...
Several reasons we had difficulty keeping up with these bills. All my other credit cards send paper bills if we don't pay and they all managed to be forwarded to the temporary addresses and eventually to the final, they also emailed me and called me if I lost their bills in the transition. Military Star did none of those things. 2 years later I was sent a letter from the Bureau of Fiscal Services stating there was a Tax Offset and on that same day I received a letter from Transworld Systems (3rd party collection) telling me I had been placed in collections and there was nothing I could do about, despite that all bills and debt has remediation and dispute process per US Code. The company told me they had not purchased the debt and it was still owned by AAFES so all requests for dispute resolution had to go through them.
When I called AAFES they shamed me on the phone, telling me that I am responsible for this debt and that they send one letter and they do not call. After reading the "fine print" of the credit agreement, it does say that they do not contact people when they move or leave the service and given the high rate of moving that military personnel do in their careers. This feels like a set up for failure, especially considering that many people who get these cards are young, low ranking enlisted who don't have established credit yet. Also, the military puts you in a difficult spot when you enter as direct commission, with over 2 months wait for pay and without any ability to earn money to purchase goods, placing them in the unfortunate position to use credit to help them until their money comes in.
Again, I don't deny there were charges on this card, but this company should be helping our service members, not making their lives more difficult, especially after we transition out. We have to go through hell afterwards to get healthcare, to get jobs, to get the entitlements that came with our service, to repair the damage to our families that deployments and separations incur. I dispute the companies policy and state they did not follow SOP and regulation when they failed to contact me or confirm contact about this debt. I also checked my credit report every quarter just in case there is a bill or something that I've missed and this, to this day, is still not on my credit report. With all those back ups and no bills and monitoring my credit report; at what point am I supposed to know these obscure and asinine terms and rules that no one is reading.
I ordered a pair of Ugg slippers for a family member in New York. I had them shipped, which was supposed to be free, but they charged me $4.95. I ordered her a size 7, but they shipped a size 6. I immediately called their customer service and they told me my family member had to pay to send them back and I had to pay to re-order the correct size. WTH? Long story short I threw a fit! Customer service finally agreed to email instructions to pass along to my family member so she didn't have to pay the return shipping, but its been 3 weeks now and I haven't received anything from AAFES. The deal I thought I got on the Ugg slippers cost me double and my 90 days of return policy is almost up. I will never shop here again! It's sad seeing our soldiers deserve the best, but get treated like second class citizens. Completely ridiculous! I'm very disappointed!
I just received their specials for thanksgiving, honestly all their papers straight to the trash can. I purchased a camera that was in stock and ready to ship, bull full of lies, it's been 12 days and my status is processing, I called their rude customer service and they said oohh your order has been cancelled because we don't have it anymore and that's what we do,"we cancel orders." When not available.Thanks for the heads up, no message, no nothing to make me aware. And the worst it was ready to ship, so 1st time buying through this stink service, honestly last ever in my life. Whoever is buying gifts never trust them you will be disappointed.
I never ordered or would consider ordering furniture online BUT this is the Exchange after all & their in store stock is limited. I ordered Ashley Furniture in 2012. The sofa & chairs had broken support boards when it arrived but who tears into their newly delivered furniture to inspect it: I paid someone to come look at it & repair it at AAFES direction & then they refused to reimburse me until I took it all the way up the chain. Then they told me to give it to CHARITY & they would credit the STAR CARD acct!!!
Fast forward & this is the problem with giving second chances... I ordered Ashley Furniture AGAIN, shipped through a different freight company. The items arrive. There is sawdust all up & down one side of the fabric. Not going through that rodeo again. I call to return it ~ They won't pick it up - I have to pay to freight it back! Oh & the items I bought & received on 11/2/15 went on sale on 11/7/15 ~ I asked for an acct adjustment for the sale & promo offer ~ they literally were going to make me either A) Pay the return freight & I'd have to re-order it or B) take it to my Exchange, return it & repurchase it to get the sale price & promotional APR!!! UNBELIEVABLE - Once bitten, twice shy... what was I thinking?!?
I had my account set up on autopay. They never pulled the money from my account which made it late. So on my credit report, it shows as 30 days past due. I called them, they tell me "oh it's for 28.00", like seriously it's your fault and I'm being penalized because you didn't take the money when it was set up on autopay. I'm cancelling my cards with them and will never go through them again.
I placed an order from Office Depot through shopmyexchange.com on 17 September 2015. As of 29 Sept, I had not received a shipping notification so I contacted the exchange online customer service representative. I was told they did not know why I haven't received any shipping notification and said that I would have to wait 3-5 business days for a response from Office Depot. Finally received shipping status on 3 October but the tracking number was invalid. So I contact customer service AGAIN to get the correct tracking number from Office Depot and was told I would have to wait another 3-5 days for a response from Office Depot on the correct tracking number. So I asked the customer service if it would not make more sense to get on the phone to get the correct information from Office Depot. I was then told that they do not have outside lines to do that. Freaking UNREAL! DO NOT ORDER THROUGH THIS FRAUDULENT WEBSITE!
My husband and I ordered a washer and dryer set from them online and after a 3 week processing period, we only received the washer. We contacted customer services and nobody would do anything. They pretty much played the blame game with a different person or department every time, but still no dryer. They verified every time that it was a set but that was as far as anybody seemed to go. It was sent to escalations but even they did nothing. In short, shopmyexchange.com has horrible customer service and does not provide the items as purchased. They also won't deal with spouses which considering they are a military business is an issue, my husband is deployed so I had a lot of difficulty even getting help to begin with.
I ordered a table and chair set through Office Depot as a ShopMyExchange.com specialty store for a little more than $400. It was also a gift, so I ordered it a bit early. The table "ships," but the tracking number supplied by AAFES doesn't work. It's faulty. 10 days pass. The birthday I needed it for passes and nothing. So I call AAFES' online customer service and nobody has answers. Nobody can locate the table -- thought a simple call to Office Depot should have gotten it done. They tell me to wait 2-3 business days for assistance. That time passes, no help. I call again -- same thing. Wait 2-3 days. Nothing happens.
After waiting about an extra week, I decide enough is enough and file a dispute with my Military Star Card. Unfortunately, they're not any better. No communication whatsoever for a month, so I call. I'm given the runaround again -- "We'll call or e-mail you with updates soon!" But they don't. Another month or so passes and I call the Exchange Credit Program. My case was filed -- but there are no notes that show that somebody has been working my case. I'm out $400 and NOBODY at AAFES or the Credit Program cares. Not a single person. Meanwhile, I still have to pay my Star Card as if that $400 charge is legit. So my monthly bill has been about 30 bucks more than usual. No table, no help, higher bill. That's all I've gotten from AAFES. Thanks.
Ordered a MacBook Air, was told would ship in two days. After no tracking or notification five days later, called *customer service*. They refused to cancel the order and said it would be more than 10 days until shipped. It finally arrived in nine more days, I immediately took to local exchange. Quick return there, however, AAFES TAKES THREE TO FIVE DAYS TO REFUND YOUR PURCHASE MONEY. WORST COMPANY IN WORLD. Fire General in charge of AAFES, hire a civilian who is familiar with customer service such as Zappos or Amazon. Get the AAFES General out now. This company is ripping off service personnel on a daily basis.
I bought a TV from AAFES. It arrived and we left it in the box for 2 weeks as it went in the guest bedroom. We took it out of the box and it looked fine, so we threw the box away. A week later we plugged it in and to our dismay it would not turn on and cracks in the screen were visible. I reported this to AAFES and they would not replace it because I had no box and they said I broke it. You can see it was shipped damaged.
I have opened a Military Star and Chase Credit Card. Because of a deceptive system I was paying on the MasterCard and not knowing that the star card was linked. I believed that since I was paying the credit card, that the star card was being paid. Fast forward 3 months and I'm informed by my credit monitoring service that my score dropped from 805 to 700 because of the star card, even though I have been paying it off by 50 percent every month. I'm so incredibly dissatisfied with everything AAFES. They are a horrible company and I refuse to shop with them again unless I'm deployed.
In January I ordered some furniture. I received it late Feb., I was to get a couch, loveseat, coffee table and end tables. I did not get the tables, the delivery person said it would be in a different shipment. The following day I contacted AAFES about this and they said they would check on it and get back to me. It is now June, I have contacted AAFES via email and phone and seems as though I get the run around each time I call. Yesterday, they now want me to call the delivery company to find out why I didn't get the tables. And of course they gave me a number that did not work. I told AAFES that I purchased the furniture through them and it was their responsibility to find out what is the problem. I am one very dissatisfied customer. I am paying for something I never received and seems as though AAFES really doesn't care. Customer Service Sucks.
I ordered a new PT jacket from AAFES Online on 14 Apr 2015 since the clothing and sales store never has the size that I need. Big mistake. Today is 1 June 2015 and I still don't have my PT jacket. I have sent emails, started a chat with customer service about 5 times, called their "help line" and I always get the same response, "we apologize, a customer service representative will get in contact with you soon." I have not been contacted by anyone from AAFES online to this date. How can AAFES online be such a trash service? Do their employees just don't care? PLEASE STAY AWAY FROM AAFES ONLINE, DO NOT SHOP THERE UNDER ANY CIRCUMSTANCES.
On March 22, 2015 I ordered the Serta Icomfort Sleep System Genius Everfeel Adjustable Mattress. This is a metal foundation that controls the position of the mattress and massage for either a single king-sized mattress or 2 twin long mattresses. The mattress is described as "a firmer feel at the surface. It features a 2" layer of Serta Support Foam below our 1.5 in. Cool Action Dual Effects Gel Memory Foam, The .75-in EverFeel Technology is a difference from the first time you lie down". The mattress has beautiful quilting. This is a high quality bed, Serta guarantees customer satisfaction.
The first night we slept on the bed, it was difficult to find any position that was comfortable, and when we used the massage feature to lull us to sleep, it sounded like we had a cement mixer in our bedroom. More importantly my wife can not sleep on the mattress, in any position. She has suffered from Fibromyalgia for more than 18 years, and lies there awake as pain radiates from all major joints and pressure points that touch the mattress. She is now sleeping in the guest room until we get the mattress replaced. I find my back hurts more than it has in years unless I place additional padding on the mattress beneath me. After 5 nights we realized there was no adjusting to the mattress, that it offered as much comfort as a yoga mat on a gym floor. Therefore on the 27 of April we started searching for a solution. We have taken the following steps to resolve the problem after receiving the bed on April 22, 2015.
1) On April 24, 2015 I called the Ergomotion Customer service described the cement mixer noises and the representative immediately knew the problem. I was told I would be contacted by a local repairman to have the soundproofing foam on the massage motors replaced. I received a call from ** who lives in our community and he repaired the soundproofing on April 30th. During the conversation, to correct the noise, I expressed my dissatisfaction over the mattress, and my inability to sleep and he told me that Serta had a 120 day in home trial. He also advised us to return the king mattress and get 2 plush twin mattresses to use on the foundation.
The iComfort Sleep System by Serta 120 Day In-Home Trial - You can feel confident when you switch to a new iComfort Sleep System by Serta with our 25-Year Limited Warranty and our 120-Day In-Home Trial. This trial program is offered exclusively by Serta to our retail partners, allowing you to experience your new iComfort sleep system in your home for up to 120 days - and still exchange or return it if you are not completely satisfied.
Once your iComfort Sleep System is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your Serta retailer to discuss your options. I have had this bed in home for 30 days, and it has not improved, nor have we had success in arranging to return the mattress. This return is only for the mattress, not the foundation which we find wonderful.
April 26, 2015. I called AAFES customer service and spoke with an agent, explaining what the problem we had with the mattress, and how we had been told to return the king mattress for credit and purchase two twin long plush mattresses to use on the foundation. I was given the following item #6609426 and told it would cost 1998.00 + 100.00 for oversized shipping. The order was made online that day. We received the order confirmation email that evening and it was item # 6609423 for 1 (one) Serta Trump Home I Series AlvaniPlush Adjustable Mattress Set. We called the next day first thing to make sure that the correct items were ordered.
April 27,2015. I spoke with another representative who told me that the order in the computer was for 2 twin plush mattresses, but I had been given the incorrect item # and price. The item # was for a queen size mattress and he could not determine where the price I had been given came from. I was assured that I would receive 2 twin long mattresses and the pick up and return of the king mattress would be accomplished then. At this point I believed that in about 10-14 days I would receive 2 twin long mattresses and be rid of the King. We were charged for the twin mattresses at this time on the Star card in the amount of $2649.00.
April 30,2015. Local repairman came to our home and replaced soundproofing foam on both of the massage motors on the Ergo Adjustable Foundation. Advised me on how to prevent our bed frame from rattling when the massage was engaged. May13, 2015. Delivery of order # ** Way bill # ** Tracking # ** was attempted by Home Direct, but I refused the order as it was for only one twin bed, mattress and foundation not 2 twin long plush mattresses. It was not even removed from the truck. I signed all the appropriate documents receiving copies of the refusal. I then called customer service and spoke with ** informing her of the refusal of delivery of incorrect items and canceling that order. I was informed I could not order just 2 twin long mattresses but must buy the complete bed, mattress and foundation. We do not want 2 separate beds. I wanted to return the King mattresses and replace it locally.
She indicated she would submit the issue to the escalation department and call me back in 48 hours with the answer. I received an email from ** not an hour later informing me: "Please be advised in regards to your order for item 6609472 Serta Icomfort Sleep System you would have to pay for the return shipping since the item was not received damaged or defective. You can mail the item back to Speed Commerce Attn: Exchange Online Returns 10300 Sanden Drive Dallas Tx 75238. AAFES will only pay for return shipping if the item is received damaged or defective per the policy online (see attached link). If you should have any questions you may contact me directly. Have a great day and thank you for shopping with the Exchange".
This is the type of service I have received during the entire time I have been trying to resolve this issue. Mail the item back, well the post office does not take King sized mattresses. Can't take it to my local exchange, they don't handle those returns, despite what is posted on the link she referenced. May14,2015. I decided enough was enough, and we would return the item to Sanden Drive ourselves. We would rent a truck, get a king sized mattress box to protect it from damage and drive to Dallas. It is just over 2 hours from our home and we were sick and tired of the run around. But before I reserved a truck and bought a box I thought to call Home Direct to verify they would take the item. I spoke with ** and learned that I can't take it back myself. They need a waybill number for returns and no non-employees are allowed at the docks.
As she listened to my frustration from being stymied in all directions she advised me to contact upper management at AAFEES Headquarters. On May 15,2015 I called the customer service number after allowing myself a cool down period, and ** was the first customer service representative I spoke with, I immediately requested upper management and was transferred to ** (22 minutes into the call). I explained the issue, and she stated she needed to call Serta and placed me on hold. She returned with a non answer of "We do not offer exchanges". I once again requested upper management (32 minutes into the call). I then spoke with **, who started with the same answer, so I asked again for upper management (44 minutes into the call) I was returned to ** with ** present, who is a manager (53 minutes into the call) once again explaining the issue.
She told me she would contact Serta and the Warehouse and would call me back. On May 15/16, 2015 called customer service back, asked for ** and spoke with her. She had no answer yet but would call me. I asked for a contact for Headquarters and was given 1 800 527 6790 to call and also her email address since I indicated that I wished to email upper management. On May 23,2015 I have heard nothing from AAFES or Serta since my call a week ago. So I am doing 3 things today, and I am not sure what else in the future. I am sending this description of my experience to **'s email, a printed copy to Thomas C. Shull at his physical address and posting it Consumer Affairs which came up in my search for a way to contact upper management at Headquarter.
I want 3 things accomplished that will resolve this issue: 1) I want to return the Serta Icomfort Sleep System Genius Everfeel Adjustable Mattress and receive a refund to my Star Card for its price; 2) I want a full refund of order# ** which was returned refused because it was not what I had been told I was getting. The order was never taken off the truck; and 3) I want the interest charged to my Star card removed from the account for these to expensive items. The only item that should show on the card is the foundation for Serta Icomfort Sleep System.
Normally I don't write reviews, but I'm so mad I had to. I ordered a TV over a month ago. My status never changed to 'shipped', always saying 'order processing'. I called customer service three times inquiring and they always said "well, it's coming from a vendor so we can not do anything". What?! I bought it from you! So after over a month, I FINALLY get an email saying "your order has been cancelled"... really?! No reason, no sorry, no screw you. I will never, never order from the exchange website again.
I purchase regularly from aafes.com and had my first experience where I needed to make a return of an item that was still new and factory sealed. I read on their site that returns can be done at your local exchange and so I went to our Marine Corps Exchange on base. The employees told me that they do not accept returns from AAFES as they are for profit and the MCX is not. The irony is that AAFES is our required exchange online as the Marine Corps does not have its own site and refers everyone to AAFES. When I contacted AAFES they acknowledged the policy despite not having ANY mention of it online. Having been the 14th day on electronics I would now have to ship it back overnight to one of their warehouses, which they mention on their site NOT to do for computers.
AAFES needs to clarify their return policy on their site, which they proudly claim is clear and simple. If there are exceptions to the rules they need to have it listed. There was not even any fine print, which was the most upsetting part of my experience.
I ordered an Ipad in Nov for Christmas. Bottom line is the shipping date kept slipping, and then it was out of stock even though it was ready for shipment when I ordered it. Customer Service doesn't exist. They are at the mercy of some contractor and can't tell you anything. Complaints to management and the AAFES IG were no help. They don't care either. I ordered one from Target, picked it up at the store an hour later. I suggest they do away with their online ordering, ask Amazon to give military customers a discount equal to the tax savings, and let someone that knows what they’re doing serve military customers. I would not give them one star for a rating.
I placed an order for a 60" TV, wall mount and sound bar mount from AAFES. All items were marked "in stock." The wall mount and sound bar mount showed status changed to shipped that same day. They had a FEDEX tracking number and I received them within 5 days. The TV is a different matter. Its status changed to shipped one day later and a tracking number was provided. After two days I clicked on the tracking number and it showed - item not found. No big deal I thought, the shipping company just hasn't updated the account. Nope. After another 4 days, the tracking number still showed "item not found." So I call AAFES customer service. The rep after checking with her supervisor tells me that the item is in transit to a warehouse close to me and I will receive a notice shortly.
I wait another 6 days and call customer service again to find out if they can give me an idea on when it will arrive. At this point I am told that the order is at a vendor and that vendors have between 14 and 21 days to ship the item. Turns out that is 14 to 21 business days. I did some research and found that a local store would give me the same price, but I would just need to pay the tax, so I call AAFES the next day to cancel the order. At this point I am told to wait and they will contact the vendor to see where it is in the process. The rep comes back on and tells me she contacted both vendors and neither can find the order. I then tell her to just cancel the order. She says she will try, bet there is no way to verify if the order is indeed cancelled as it shows as shipped.
I try to explain that this is not my problem as 1 - their site showed the item as in stock with a 3-7 day shipping time. 2 - they sent me a tracking number that shows item not found and after a call to the shipping company, they told me they had no record of the item. 3 - AAFES just contacted their vendors and neither of them had a record of my order. Basically their answer is you need to wait to see, because the item might show up. Turns out they charged my credit card immediately after I placed the order. I have no problem with an order taking several weeks to come - if they are upfront and have an idea of why it isn't being shipped, but in this case they provide a fake tracking number, they have no idea on the item status and just keep blowing a lot of smoke.
I am always greeted with smiles and a "how are you", very good staff. Always polite and even remember me when I come in! Amazing staff. I always try to go to this store in particular in fort drum ny, on Nash blvd bldg t-2140.
I have bought three "high priced" items on Shopmyexchange.com - ALL THREE ITEMS NEVER MADE IT TO ME. It took over 90 days to give me a refund after initially calling them to complain. I should not have to wait 90 days before I receive a refund. I have been calling every other day for 90 days but all I get is the run around... "Oh it’s with the vendor, oh we are waiting on USPS, oh now we are waiting for FedEx, oh now we are waiting for Apple"... No one ever knows what to say. I WILL NEVER SHOP HERE AGAIN!
I created this account because I wanted to let everybody know these negative reviews are true. Anytime I decide to order from a website I almost always look at the reviews, but this time I thought "Well this is a military website they can be trusted." Boy was I wrong. On December 6, 2014 I ordered a Simmons beautyrest mattress for $874.00. I left my house to go grab something to eat and I noticed a temperpedic store hosting a sale. I went in and asked a few questions and to my surprise I found a nicer bed for about $200 less than what I had paid for. So I immediately went back home and cancelled my order.
Fast forward two weeks I called and asked for the status of my refund and they said it would take about two weeks before I could get the refund. I said okay and gave it about 2 to 3 weeks. I still had not received the refund. I explained to the service rep that I gave it a good amount of time before I called again and they said they could not tell me where my shipment went or anything. Long story short it took 2 months to get the money refunded and in between time there were multiple calls and runarounds. I will never order online again! This is a warning people. You may or may not get your money back in a timely manner.
I ordered an Apple Computer for my spouse's birthday. I followed the trail through the ordering process (selecting the item, adding to the cart, declaring it was a gift, providing payment data, etc. etc.) The checkout page stated 3-7 business days. That will work, I thought, even on the outside, the gift will still arrive in time. Ten days later, no gift. No birthday present. No happiness. No word.
I called AAFES to inquire. Apparently orders to AAFES vendors requires additional business days (14 minimum) and that all of this information was available on the AAFES website. It just is not intuitive and was not presented during the ordering process. Perhaps if I had no life and felt like surfing every internet page AAFES maintains, then perhaps I might have come across that data. When I asked to speak to a manager, I hung up after 20 minutes on hold. Strike 1: for misrepresenting when I should expect delivery. Strike 2: for communicating it was really my fault for not ferreting out the true delivery details.
The order also triggered their Fraud Department... where it languished for 8 days. Now remind you, this is a gift and is so designated on the order. Perhaps a reasonable person could relate and help expedite the process. However, only after I complained to customer service eight days later, did I finally receive a contact from the Adrienne ** in their Fraud Department. She still wanted verification, I was real. So my initial order, my follow-up and my rebuke of their failure was not enough to prod them to acknowledge I was legit and to process the request. I asked for a supervisor to call me. Adrienne **'s response was for me to call them and ask for a supervisor. Not too bright. Strike 3: The order continued to waste away with the Fraud Department at the end of the day so I voted with my feet and cancelled the order.
The value of the AAFES mantra they save me the sales tax comes nowhere close to the cost of my time and frustration. Hopefully, the light from this post will cause them to wake up and count their lost customers.
Today I received an email saying 25% off Under Armour. I love Under Armour. However, just yesterday I placed an order and almost all the athletic clothes for women were "out of stock". So I thought, well maybe they got some new stock and I went to the site, same thing today, "out of stock". Things being "out of stock" is just the tip of the iceberg with my complaints, but I'll limit it to just a few. I ordered a TomTom running watch for my husband for Christmas, I think I ordered it early December. It is still "being processed" and it's 17 Feb along with one other thing I ordered; 4 things were just cancelled without notifying me and I received 5 things. It's crazy how unreliable ordering from shopmyexchange.com has become.
Made order 23 January, just received word that will finally be delivered on February 11. Also, live on 2d floor of apartment and was told that since delivering company isnt bonded, they would only be allowed to deliver to bottom of stairs (im on 2d level). I have purchased in store items before and were delivered to apartment. Terrible customer service. No longer will order online.
So I ordered a Michael Kors bag for my mom on December 12. It was stated as in-stock, ready to ship, and would arrive before December 24. I also ordered some makeup for myself. I live in Missouri, but was heading out of town to do Christmas with the family, and had the items shipped to our reunion spot. I got to town for Christmas on the 19th and saw that my makeup had been delivered, but no purse. I called the next day and was told that the item was out of stock and they had no estimated ship date. I asked that they just let me pick out a different one and that they upgrade the shipping for me. But I was told that I would have to pay the difference in product price, pay for the shipping upgrade, and they still could not guarantee that it would arrive before Christmas.
I cancelled the order and found the bag locally, where I ended up paying over twice as much, but at least had a gift for my mom for Christmas. She loved the bag, so I was satisfied enough with that. OVER A MONTH LATER, on January 17th, I notice a charge from AAFES on my credit card. They charged me for the purse and sent it to my vacation spot! I live 5 states away! I called and asked what the heck was going on, and have been back and forth with them for 10 days now. They have put me through the ringer telling me to call people I know in that state and have them go by the location and see if it's there. They told me they were sending FedEx out there to see if the package was still there (which they never did). They told me that I need to file a claim with FedEx for an undelivered package, then they said they were waiting on the escalations dept to process the refund.
They told me TODAY that unless they get the purse back, I'm not getting a refund.... EXCUSE ME?!? I cancelled an order a month ago, then you decide after a month to send the item to a spot where I vacationed a month ago, and you are holding ME responsible for the merchandise?!? Yes, that's exactly what they're doing. I told them I was going to file it with my bank, so they waited exactly 10 days... Because the window to file a debit card dispute with a bank is 10 days. Thank God they're just too dumb to piece together the fact that when I say "with my bank", I actually means with Visa, because it's a bank Visa credit, not bank Visa debit. I mentioned to them on the 19th that I wanted to file with my bank because I was concerned about missing the window to file. They asked me not to do that, and to let them handle it.
They waited exactly 10 days, then told me I was SOL. Wow, they are truly thieves. Not once did they call or email follow-up as they promised. I will NEVER EVER deal with them again, and I plan on making sure that they are reprimanded thoroughly, enough to never treat a customer in this way again. I will be taking this absolutely as far as possible. I think that more people need to take this up with their banks, the police, their CC companies, and the Better Business Bureau. This company thinks they can get away with anything. They stole from me. I do not have the purse they shipped to a random location, I have a charge for it on my credit card, and to me, if you take my money and give me nothing, that's stealing.
Over the past four weeks, I have placed three orders with AAFES. Each one of these orders has had issues. I originally ordered for a Movado watch on December 27th that was on special and had an additional 24 hour discount on watches. I was excited to have found this watch at a wonderful price. The order listed as processing. I contacted AAFES two weeks after the order was placed and was informed that they would look into it. I received an email today indicating: "I am sorry to inform you that we have just been notified by the vendor that this item is no longer available and your order has been cancelled." I placed an order for a purse on January 10th and have received notice that the purse is on backorder with no anticipated date of when it might be back in stock. Today I placed an order for another purse and two hours later received notification that my order has been cancelled because the item is not available.
This is very frustrating and gives me no confidence and that my orders placed on AAFES will actually be delivered. I requested to speak with a supervisor, after waiting 22 minutes, Kerri informed me that there was nothing that they could do about any of these issues. After questioning her specifically about the watch and if AAFES could offer a similar item for the same discount, she indicated that the best she could do was give me 10% a watch. She seemed quite annoyed as she rambled off the tag lines, thanking me for being a customer. Although I appreciate the opportunity to shop at AAFES online and some of the wonderful prices available, I will be hesitant to place any future orders. It has become too unpredictable and too frustrating.
Ordered for a laptop sometime in November. They pulled off the money on the same day and sent me an email saying my items has been shipped. The tracking number they provided does not work till today and when I call the customer service they hesitate to give proper response. One of the rep told me to call fedex while fedex says there is no such tracking number, the one I got from AAFES. It's been more than 2 months since I placed my order. I lost my money and I have no idea where my merchandise is at. They just robbed me I guess.
I've made a number of orders through AAFES Online over the past months and years. Overall the prices are great, free shipping, etc., but don't order from them if you want your order in a reasonable time frame. Especially if it's through a vendor/specialty store. My last order (says still processing on the AAFES web site) still hasn't shipped. When I made the order it said "In stock for immediate shipping"... ha. Called customer service and was given an "expected" shipping date nearly 2 weeks after the order was placed. Customer service can't help speed it up. Said they will refer it to another sections but that could take 2-3 days. No response to emails, sent voicing concerns and asking if they could call the vendor and see if it could be shipped sooner. Sad that an organization of its size and with today's technology can't even do what every other online vendor or seller can, and give overall accurate ship dates and reasonable shipping times. Imagine the bad ratings an EBay seller or business would have with such service.... They'd be out of business! Hire a pro and fix your problems AAFES!
On November 28, 2014 I ordered Nikon 12-24mm f/4G ED-IF AF-S DX Zoom-Nikkor lens for digital SLRs, the original price $1,219.95 with sale price of $609.97. I called customer service on December 19, 2014 and spoken to a representative (I think her name is Jasmin), and stated that she will annotate to hold the order and ship when available. Again, last December 29, 2014 I have spoken to Shaun (I think that's the correct spelling) and my order will be ship January 23, 2015 and assured me that they will honor the price $609.97. However, that day I received an email from Mr. Bernard ** that there is a discrepancy listed online, the price was incorrect. That the correct price is $1224.95 and if I purchase the item they offer a 20% discount. I replied to Mr. **'s email this is unacceptable and questioning why it took them a month to notice their mistakes, and one of their representative assured me that they will honor the sale price for $609.97. Again, Mr. ** replied apologizing on the their mistakes but didn't explain why it took the a month to notice their mistakes. It was disappointing that it took that long to realize their mistakes.
So please do not get confused with the physical locations, as those usually on point. However, shopmyexchange.com has got to the worst shipping and customer service experience I have ever in my life been through!!! First off, I placed 2 separate orders on 27 November 2014 for a Keurig for my mom and a Marc Jacobs watch for my wife. I was excited to get a pretty good deal on Black Friday for both of these! Now, weeks pass and I noticed my Keurig has been shipped and the watch has NOT. I contacted them via customer service and the representatives were super unprofessional! Yawning, not knowing what they're talking about, and just forwarding me to another customer service without telling me and just cutting me off!
In the end, the Keurig got lost in the shipping process (which isn't entirely their fault). And they ended up cancelling the order for the watch after I constantly called saying it was "out of stock" the whole time, when it was not! At least not according to the website. Why would they even bother posting it for sale if it's OUT OF STOCK?! Anyways, these 2 items were supposed to be Christmas gifts and now I have to wait for the money to return to my account in order to recoup the losses. I STRONGLY ADVISE TO NEVER EVER ORDER FROM THIS SITE! GO TO THE PHYSICAL LOCATION INSTEAD!
Placed order #: **. Order was split and FedEx tracking # ** was rejected as damaged by the local FedEx sort facility. The box NEVER made it to my house! Called on November 29, 2014 to find out what was going on. Treated rudely by passively aggressive and super rude customer service rep. AAFES makes the Cable Company look like a JD Power and Associates Customer service award winner. Wasted 30 minutes with no answer to my question. When will AAFES reship my order? Called on December 1, 2014 and after more of the same I cancelled this part of the order. After 9 business days, I call AAFES today for another adult-dose of their brand of customer service. After waiting on-hold for 15 minutes I hung up. Still don't know if my order is cancelled. Time to challenge the charge… The next time I want to order something from AAFES, I will just call my ex. She also takes my money for nothing and is surprisingly nicer than AAFES!
Trying to order some items online, just about every item is "out of stock" especially anything that says on sale. Totally deceptive offering items on sale then not having them. Almost every item I went to order is "out of stock."
In November 2013 I ordered a set of All-Clad Stainless Pots and Pans for my wife for Christmas. After many phone calls to customer service trying to obtain information on the status of this order I finally received my order in February of 2014. Not a very good Christmas Present. On 10 November of 2014 I ordered two Twin Beds for my Granddaughters for Christmas. As of 8 December 2014 I have not received this order. On contacting the company that is supposed to be supplying this product I was told that the order had not been shipped yet though the shipping information on the AAFEES web site shows the order is in route. It is very confusing dealing with these people. Not the kind of service I would expect dealing with a military organization.
I have been doing business with AAFES for some time and have a learned a thing or two about their order processing. Lesson One. The item will always reflect... Order Processing! Lesson Two. Orders placed directly from AAFES will eventually arrive, usually 2-4 weeks. Lesson Three. Orders placed through vendors take average 2-3 months, and arrive in poor condition.
You have to ask yourself, “Do I really need this item?” “Is it really worth the so-called deal?” In the time it takes to receive your item, one could have SAVE the money and got it from a local store/vendor (Sears), for the same price as AAFES.
Couldn't pay with my wife's card. I got PTSD and anger issues and they almost had a meltdown in the store with me, **! Get a veteran and be a ** to him, make some more rules idiots.
I have had several bad encounters with AAFES customer service, but I will talk about the most recent. We ordered a mattress set from the website because they didn't have the size we wanted in stock at the local exchange. I had been periodically checking the website for tracking info. Finally, after almost a month it changed to 'shipped', but no tracking info was given. I called customer service, which is always a long wait, and was told that it was coming from a vendor and that the vendor would contact me.
Well another 2 weeks go by, so we are at 6 weeks after purchase, and a delivery company calls me. They told me that they only received the box springs but not the mattress. They asked if I wanted delivery of the box springs or did I want to wait until the mattress came in and then get everything at once. Thinking it would only be a little while longer for the mattress, I told them to wait. Another week goes by, still no mattress. I contact AAFES again and was told that I cancelled the order. I never cancelled the order!! I explain to the rep what actually happened, and she says she will have to try to contact the vendor.
That was not a good enough answer for me, so I three-way called the local delivery company and had them explain that they received an incomplete order and they were waiting for the mattress AT MY INSTRUCTION. The AAFES rep finally says she will refund the freight charges and make sure that the order doesn't get cancelled. Another few weeks go by and lo and behold, the order did in fact get cancelled. I called AAFES back and would not stop until I spoke to a manager. I explained everything that had happened, the long time line, the cancellation and incomplete order - finally we had to place the order again and they refunded the freight charges again. So over 3 months later I FINALLY received the mattress set. Even though they refunded the freight charge it was NOT worth the headache and horrible service.
Well I have just retired from the military and while going through the process, I found I had an allotment going to a star card that was my ex. Well contacting her I found that none of the money was applied to her account and the allotment was started back in 2003. So adding it up that's 26,400 that is not accounted for. Well I contacted the company to find out where the money is. Well wouldn't you know it - they cannot find it. I gave them the account number and all. Well it’s been almost a month dealing with them and I still have not gotten anywhere with this. The ex had gotten her pay withheld and taxes to pay that account off. I am still in amazement as to how they can lose such a big amount of money. So I have been trying not to get a lawyer to get involved in the matter but it looks like it will be no choice.
AAFES is meant to be a non-profit aspect of the military. It's subsidized by federal funds, and profit is supposed to go back into the company, or be distributed in the community (such as building facilities for the defendants and families on base). Yet they cut corners like a profiteering corporate business. I worked as an assistant supervisor, left on good terms, no disciplinary actions. Yet I saw an employee collapse on shift and have to go to the emergency hospital with heat sickness because AAFES does not allow the air conditioning to be turned on until a specific date, and the keys to the control panel are not on-site, they're controlled by a district office. A technician has to be called to come turn it on.
After this incident, despite so many customers complaining about the heat that we ran out of forms, and two more employees getting heat sickness, they still had not turned on the AC. What reason could they have, besides being cheap, when there is a sign on the wall bragging about how AAFES donated some odd three million dollars to the community that year.
They also pay their employees federal minimum wage, when the state minimum wage was more at the time, They could easily afford more, and their whole mission statement is to enrich the lives of troops and their dependents. Pro-tip, most people working there are dependents. We were also flat out not allowed to give full credit on employee reviews. I had one employee who was practically perfect in every way, Mary Poppins style, and when it came time for her review, I was told to dull it down or the higher ups would never approve it. She also didn't get the pay raise bracket I recommended. I was told the same at both of my reviews; I would have scored higher, but it's not allowed.
We were also meant to write it down in an employee's permanent record absolutely every time we spoke with them about discipline or performance, but every time I requested the keys to that file cabinet to access an employee's record for good behavior, I was told not to bother. When I asked my supervisor to clarify the rules for me, because I had thought we were to record all discussions of performance, I was just flat out told, "No, we don't do that," with no more explanation. So every little thing someone does wrong is recorded and kept track of, but good behavior is deliberately ignored. I've moved on, from AAFES and the military, and I miss and love the lifestyle, but the only thing I miss about working at AAFES is my co-workers.
1 Oct 2014, a product arrived at my residence damaged. I have inquired through online chat, email and telephone 5 times to receive instructions concerning the return. I have requested a manager contact me 3 times with no avail. I am currently on tele-hold for the last 35 mins. Apparently Aafes thinks all its retired veterans are ** clowns and do not deserve fair customer service. How hard is it to direct me to the refund policy or have a manager call me after two weeks? The Leadership at Aafes needs to be changed. Every Online order I make is screwed up and takes months to fix. It's time to shut down the Aafes Leadership. We deserve leadership that understands Aafes is a benefit to us that served and for those families that gave all. Totally unacceptable.
I ordered a Gazebo from AAFES for $189.00 (good price). However, after a half inch rain shower the Gazebo frame cracked & crashed. I sent in the required paperwork by FAX to AAFES & almost 2 months later no response. I think the frame was cracked before it arrived. I am a 24 year AAFES customer but will never buy anything again from them. At a minimum I should have been told there is no exchange or reimbursement on your purchase. Sadly, I can't close the account because it reduces my credit score. Therefore my AAFES Military card will now be used as a bookmarker. 24 year customer gone forever!
On 30 September 2014, I was to the West Ft Hood Shoppette to put air into one of my tires. During the process I noticed the air hose was missing an important component that would air to inflate the tire. In fact it was deflating instead of inflating. Out of necessity, I had to slowly drive to next shoppette located in the Comanche housing area. This shoppette had an air that required several buttons to press. After trying to figure it out on my own, I went inside to seek assistance. One cashier said the air pump does work, but the step are "tricky. When I asked her to tell me what the "tricks" were to getting air she didn't know how.
Another cashier went in the back to find someone. When she returned, she told me that someone would be out to help me. I waited close to ten minutes and no one came from back area. I went there myself. The only person there was a man working with items. Out of frustration, I went back to my car and played with the air hose just long enough to put some air into my tire (STILL NOT COMPLETELY INFLATED, BUT WAS DRIVABLE). Finally I was able to reach the Firestone mechanic shop and inflated the tire completely. The whole episode took about hour from start to finish (1630-1720). This careless experience could have threatened the safety of me and others on the road. I hope actions will occur to quickly fix this problem before some be injured or worse.
Ok so I'm deployed in Afghanistan (been to Kandahar and Bagram) and the PX's don't have much of anything. I run every other day and racked up mileage on my running shoes. I checked several vendors, most have an astronomical charge to ship to APO addresses. But I got on the AAFES http://www.shopmyexchange.com and found pair if ASICS Gel Cumulus 16's (the only I brand I wear) and found pair in my size and at a great price.
So I paid for them, the money was immediately deducted from my bank accounts and a couple of days later I received an email stating that the shoes has been shipped via USPS. However, over the first week I discovered that the tracking number was either bogus but the shoes never shipped. When I clicked on the tracking number, the way USPS site came up but no tracking info. Then I entered the tracking number precisely how it is supposed to be entered and the results were "NOT FOUND." It has been nearly a month and the shoes never arrived.
I made several inquiries and emails and received no response. I checked my spam folder just in case but still nothing. I had my wife call since I have little phone access and the hold time is usually over an hour. She was told AAFES was not the distributor and that I would be receiving an email from them. However, two weeks has passed. No emails from AAFES or the vendor. I tried to call AAFES again, no answer. I tried emailing them, no answer. I have requested a full refund, no answer.
This is the last time I will ever use AAFES. No shoes, no response from them, no refund. I don't know who the fool is that is in charge of that place, but they can kiss my butt if they think l'll ever buy anything from them. I'm out $80.00 and no shoes. I bet if owed star card money (thank God I don't have one) they would take it before my eyes would blink.
It would take forever to list them all. I will state my current problem first. May I say first though, if you ever buy an electronic product from AAFES, ex. TV, Computer, Xbox, IPOD, anything, they will not take it back. If you take it home and it is defective, you are responsible for calling the company, faxing the receipt, shipping it yourself. They will not take anything back within the electronics department. So, fill out that warranty, otherwise, you are screwed.
Now to my current and ongoing issue. I have ordered from Aafes.com many times and have good luck with that about fifty percent of the time. I'm a glutton I suppose. They are constantly trying to retool the website and bring it up to date. I am scared that their security online is really poor. As of today, August 26, 2014, I found out that Aafes.com no longer has a chat available to get in touch with customer service. I also have found out that they are backed up with emails by a week or more. You can call - good luck with that. As that is the only way to communicate, I sat on hold for 90 minutes, 45 minutes and two hours. My call was never answered. I also can't find any information on the web to file a complaint or even a number to complain to. I don't know if there has been a security breach or they just do not have enough employees to maintain a chat.
My problem now is that what I ordered and what it says on the receipt are different. I ordered a gift card, Aafes for my husband's birthday. We're retired. I was also in the Navy. I got the confirmation receipt... standard three to five business days for delivery. Two weeks later...nothing. Then I go and double check my order date and number so that I can have it when I contact Aafes chat. Ooops! NO CHAT. It isn't even listed on the site anymore. I did find someone online who directed me to a two-line statement stating chat is gone indefinitely, no reason, no explanation...
I then send my first email. It came back failure. I sent it from the Aafes website. Tracked down another email address and sent an email (same email sent 3x) Hey, I have been down this road many, many times. You have to be brazen, and persistent. Not rude, just an attitude that you will not give up until you get someone to respond to you. Usually this has worked for me. This time, I have had no email response for over a week. Now I am going on week four and nothing...
I check my order status daily and today it changed. Shipped? No, of course not. It say "BACKORDERED". A gift card. An Aafes gift card is on back order. Unbelievable. I should have just taken my money to the exchange (two hours away) and bought the thing. I called them today and they said, "Yes, we have hundreds of Aafes gift cards." I don't even know what to do now? Cancel? I can't even get through on the phone so this is not even a possibility. Are they shut down? I don't know but I sure wish someone would let us know. I certainly won't be placing an order with them. Never Again. I am pretty disgusted right now. They have never had good customer service. They pay slave wages and overwork those people. They don't train them, and they (Aafes) tells the customer service rep. to use the standard line..."It's shipped from the vendor. There is nothing we can do about it". Who here hasn't heard that one before?
OT: I ordered shoes online once. After six weeks I called to tell Aafes that the shoes never arrived and I would like for them to cancel. They said NO. That's right. They said there is nothing they could do once it is sent to the vendor. I asked them what to do? They said I would need to call the vendor and ask them to get in touch with Aafes and cancel. But... wait for it... they could not tell me how to get in touch with the vendor, nor where the vendor was located. Shouldn't Aafes, who hires these vendors, get in touch with them? It's like they're afraid of them. Ugh. So, overall a horrible experience, and that is just the most recent. I really am done this time. If anyone knows where Aafes is, perhaps they could help with telling us poor saps how to get in touch with them. Or even a higher up. They're secretive with their contact information. Is that any way to run a retail business? They don't seem to care. I have seen NO positive changes in thirty years, none. Livid but resolute.
PS: THE KICKER... I STILL GET DAILY EMAILS TO COME CHECK OUT THE SALES AND GREAT ITEMS THEY HAVE. ARE THEY SERIOUS? NO WAY, NO WAY IN HELL.
Around a year or so ago, I purchased a Ride n lawnmower. Within the first use the belt was torn to shreds.... bought another belt, that one was shredded. The belts alone cost $30 dollars a pop. Then I received a recall in the mail. I called customer svc (and they were rude), told me to return it to a Troy-Bilt dealer... Yeah, went to this Troy-Bilt dealer. He was some meth head with a garage full of random rusty parts to mowers of all sorts. Needless to say I told them to take the damn mower back and refund my money. That I refused to pay for a mower that cannot even properly work. I'm still fighting with them and I'm sure they are garnishing my wages. Never again will I make a big purchase like that from them. Very very disappointing.
My husband has been dealing with military star for over 6 years and have never had a bad problem with payments until recently when I was laid off from job and finally found another one. To make a long story short, we got 2 payments behind but got them caught up on July 5th. AAFES sent a letter to DEFAS to garnish check for $253.00. We received a letter in the mail on July 17th. Payments are all caught up but AAFES refuse to stop garnishment. We will not use their card anymore.
I'm in the Air Force and got a Star Card in Tech School to help with my credit because everyone I talked to talked it up so much. Well for a few years, all was well but one year on the 1st of Jan, I guess the website randomly discontinued my automatic payment plan I had set up. Off the record, I have thousands in my checking and thousands in my savings so it isn't like I couldn't afford to pay it off. I was simply trying to get my credit up. So when this automatic payment stopped, it showed that I was overdue $25! $25 freaking dollars, come on now! If you're in the military and can not pay a $25 bill, you need to get out.
So these ** at The Exchange didn't contact me through phone or email or text message... (which all of that info is attached to my account). The FIRST thing they did was email my direct Commander! So I receive paperwork for a $25 bill I could have easily payed off if they were to be a responsible company and contact their client to inform them their account is overdue. Do NOT ever get this card or deal with this program. Flawed system with a ** website!
So my husband got a Military Star card when he was stationed in Korea. He made a purchase with the card and was paying it off. Was making his final payment and closed the account only to find out a year later that he was charged a service charge when he closed the account and was never notified of the balance (no emails, no calls, no notice letter). Just so everyone knows.... the service charge was $6.50. We were in the process of buying a house only realize that the Military Star Card has greatly affected his credit. He had 9 consecutive late payments due to that service charge that he was never informed of. He called and paid off the service charge and interest that went along with it. They have nothing to say about the lack of notice. They are there to make money and don't give a flip of the welfare of service members.
I got a card with them about 2 months ago and will be cancelling mine asap. They are not a trustworthy company and everyone thinking about getting this card is better off going with some of the top credit card companies that actually cater to the military like Discover. Avoid military star card. The 10% off everything the first day is not worth the card. There is no benefits to the card there on after. Dead weight is what it is.
Overwork, under pay most employees. Unfair!
I purchased a Marc Jacobs watch on online exchange store. It wasn't what I was expecting so I returned the next day in the store. I went for vacation after that and paid off the amount on my card but when I returned I still had balance of $200. So I called customer service though I didn't have the receipt. The lady was highly unprofessional. One of the lady told me there is no return since October 2013. I purchased the watch in November 2013. The other lady said it was returned back to my card and till today I wasn't able to find out if I got my $200 back. Sorry to say but I don't trust them anymore.
Aafes stole my tax refund to pay for ex's debt. I am supporting my son on low income and use the refund to pay bills.
I recently purchased a Playstation 4 for my husband, by the way we live in Germany so it's hard to see one in stock at the PX. Anyways I ordered the Playstation, a week later found out I was charged twice for it, two days apart. Today I called in to have this issue resolved but they told me they couldn't do anything about it because it's my husband's account but ordered from my credit card. The thing is I went to the customer service on post and got into the account but would have to wait longer because the accountant isn't in to help resolve the issue, they told me it's faster to just call and talk to customer service. I can't wait to cancel this damn account today.
Lost my card in mid 2010. Called and reported card lost and had to argue that I didn't want a replacement card and just wanted to close the account. Turns out 5 months later while deployed they never closed the account. I found out by attempting to sign up for direct deposit on the star card website (the web page was reminiscent of a 1999 webpage and exhausting to navigate). Anyways, I call up, she actually was nice and not pushy. She explains she can close the account and suspend interest rates due to a deployment program they have. Sweet deal! Well, I forgot to fax the orders to AAFES so they decide to go ahead and open my account without my permission or notification.
SO fast-forward to April 2013 where I'm preparing to ETS out of the army, I decide to check out my balance thinking it should be almost paid off. NOPE! Surprise I owe 4200+ from my original 2000 I racked up. Turns out my card was lost no more. Notified AAFES, filed a report with military police the entire shebang! Went through the AAFES fraud/settlement process which resulted in them deciding to hold me responsible for their incompetence. Now I'm SOL. I did some dumb things like ignore my account but the fact is it should have been closed the first time I called.
On TDY garnished for missing 2 payments, only received one bill. They're very sneaky. Didn't even notify me they were going to garnish me. Closed the account today. After reading reviews about balances appearing after closing an account. I'll hound them till I receive my letter stating my account is closed. I'm warning, please don't open a Star credit card. They are taking advantage of military service members, plus their return policy is a nightmare. They are greedy and won't negotiate with anyone.
My husband just got stationed here in Ft Bliss and a friend told us that the px/exchange price matches, so I went to the customer service desk and asked how it works and they said anything that's under $10 can be verbally price matched so I got to the front and try to price match a lotion and the cashier asked me for an ad or the store's phone number to call and verify for only $2 difference. It's ridiculous. I asked to speak to manager and they are so rude and make up their own price matching policies. Never going back!
I recently started the process for Chapter 13. A month has gone by and today my command SgtMaj received a letter informing them I was delinquent on my Star Card. I looked at my Leave and Earning Statements and saw that AAFES had already been garnishing my pay. Awesome!!! Not only are they taking the pay but now have put my career and potential promotion/advancement in jeopardy. This can’t be legal!!! Would any other company do that?!?!
So my story started in 2007 when I started getting my wages garnished from the National Guard for over a yr half of paycheck without getting any bills from AAFES. I purchased approximately 2500.00 I thought after that yr I was all paid and received not one statement until Aug 2010, and they claimed I owed approximately 9500.00 plus whatever fee NCO Financial charges.
I tried to contact them to see why I was getting no statements and got really not a response until January of 2011 when NCO Financial garnished my wages representing AAFES. I feel like I have been overcharged and AAFES was neglected to send me any statements. So far I have paid over 10000.00 and they claim I still owe about 3000.00. They are robbing me. I don't get paid that much and to have them garnish my wages more is a crime. Please someone help me.
I am a MSgt in the US Air Force. I attempted to order new uniforms from AAFES online "Ready-to-Wear" website. After selecting the uniforms, and clicking "Submit Order", I was told that I had to be a member of the military to order uniforms. I tried to contact AAFES customer service 1-800 number, 5 times, and every time a representative picked up, they immediately hung up. So, I decided to try to get customer service online, and was rewarded with a form to give AAFES a suggestion. I have a suggestion for AAFES... AAFES has turned into a non-caring entity. The leadership of AAFES should all be fired and their way of doing business should be re-examined and fixed. The bad thing is, even with all the complaints concerning AAFES that are out there, and the complaints the Air Force, and AAFES receives on a daily basis, nothing seems to get done. Guess no one really gives a crap about members of the military being screwed by their own.
Long story short. Bought a laptop. It lasted two days. Took it back to the store so they could send it off for repairs and in the process they lost it. And now I owe them money and sent it to collections. Called and told me I wasn't allowed to speak to manager. What a scam. I'll be more than glad to call every news station there is. If you have had a problem with them, please call so I can get your info **.
In November 2012, I ordered a 7-piece furniture through the online catalog. The item arrived in February 2013 and arrived broken and dirty. I refused to sign for the item and returned the item to AAFES. The same day I called the catalog and requested the same item again. Surfing the web page for AFESS, I found the same item but with a lower price. I call AAFES for a refund and they agree. Now I have been waiting for more than a month and every time I call is a different story. And the refund is still in limbo. AAFES is a rip-off. All they want is your money. No customer service at all. I guess the leadership doesn’t know anything about it. I will send my complaint to the local newspaper. From now I will stop shopping at the main exchange and some of my friends too. So far, 24 customers and counting. We are starting a group of consumers against AAFES. Walmart has better prices and customer service.
In 2010, I was denied re-enlistment in the Air Force due to the cutbacks. I was unprepared and had no saved money, and I had to make hard decisions while on unemployment. I was unable to make all my payments on time. As a result, my military star card went to collections. I tried making a settlement but was denied. I sent email after email to try and make a settlement, no answer or response from the company and when I did call back, they were very rude to me. I was able and willing to settle in 2011. AAFES stopped sending me statements and no longer called me. I was unable to pay at the exchange and could not log on to the website to make payments and was not going to give a rude phone representative my account information.
My tax return for 2011 was offset over 2,000 dollars, and again I never received a statement or phone call, and my credit report did not show anything about being late. I assumed, my mistake, that the account was finally closed. My tax return for 2012 offset over 1000 dollars. I made the phone call to AAFES collection department; rude service - asking to speak to a manager and I have yet to receive a phone call. They told me that they charge interest every month but do not mail statements or phone calls. I would like to make a deal with AAFES, but I cannot get a hold of anyone to help. I have been hung up on twice, told 3 or 4 times a manager would call me back, which has not happened. I lost my job back in July 2012 and have finally been hired on with a new company and had to move from Georgia to Texas with no relocation benefits. The move was on my own, and I was looking forward to having my tax return. AAFES does not care about Veterans only their wallets. Greedy company and the Military should cancel their contract.
Reported unsanitary men's toilet on 4 occasions over 2 1/2 months. I was told that they had nothing to do with it being out of order, that it was a Base responsibility. I asked that it be cleaned and covered so it could not be used. This was my third and fourth request. No contact for the Base maintenance was given. The posted responsible person was the Store Manager at Fairchild AF Base. Today, I took photos and showed them to a store representative. She said, "Report it to AAFES HQ."
AAFES Military Star Card - We cannot get a house due to our low credit score brought to you by these people. I never received a bill from the company. I checked online every month and it showed we did not owe a payment, yet they garnished my husband's pay for two months. Mind you, this was during Christmas, so we were left with hardly anything. I called them to ask why this was happening, and the rude lady stated that we owe them almost 500 dollars for the next month's payment! This was after they just garnished almost 500 dollars as well as myself making a $100 payment recently. She told me after that I would need to make $200 payments every month which we cannot do. I told her I could make $100 payments and she said they would continue to garnish. This is unacceptable. I understand we have a balance but we are doing what we can. Yet they refuse to talk about any other payment but what they want. I will advise anyone I know to stay away from applying for this card. We have a 5-year-old and another on the way and will never have a house to raise our kids in because of this stupid card. I wish the very worst for these cruel people!
It's very unprofessional. One of the guys at the Main Gate was bragging to me on how he had done prison time. Now think about this. I have my kids in the car, my wallet exposed. I believe I am in a protected federal establishment, but I have the gentleman looking at my window at the pumps, after I told him several times to leave us alone. This is a bad representation of our post.
I have been working with AAFES, making payment arrangements with them and so forth, yet they still are garnishing my military pay! The greedy, blood-sucking liars make me so angry! I have called them throughout 2012 and 2011 to tell them of my financial situation and they still continue to garnish my military pay. Each time I call them, I am told a different lie on how they can help me. I am on a payment arrangement plan every month, and I called and updated them of my financial status. Well, they are now taking a huge chunk out of my check that I need in order to move to a job that pays more than where I am at! Not to mention that I need to pay my last month’s rent, and now the greedy people known as AAFES Military Star are going to take it all! Thanks a lot for not working with people. I would like to talk to a consumer attorney about this because I am tired of them lying to me then turning around and taking my pay that I need for other bills. They will not accept anything lower, and due to my financial status, they will not work with me. I can't wait until I move and do not have such a financial hardship on me anymore!
My husband opened a Star card in 2001 or 2002 as a precaution in case we needed to deploy or needed uniform items we couldn't budget for at that time. We only rarely used it, and we always paid on it immediately if we did. When he was discharged in 2005 at the end of his enlistment, we made a final payment of about $120 to pay off the remaining balance. We were told at that time the balance was zero and the account was closed. We received no further communication from the company, and we thought that was because the account was closed. (I don't expect to receive statements on closed accounts.)
Years later, at the end of 2009, we were notified that over $700 was being intercepted on behalf of this card. When I asked how I could dispute it, I was told that because I hadn't disputed it immediately when the original statements were being sent out (They weren't.) and because I no longer had the original receipt for the payment, they were within their rights to hold my income tax return.
This is the only credit card company with absolute authority to intercept your pay this way, and most of the time, the money they're intercepting isn't even legitimately theirs. We paid over 7 times the original balance, and that was on top of the actual payment we'd already made! Service members are sold on this card as a feel-good, low-interest option to "protect" them in the event of a military-related emergency, then they're encouraged to use it to incur debt for insignificant things.
They are running a promotion now to try to convince people to use it everywhere. I can order food with cash in my hand, and they still ask me if I want to use my Star card. I will never hold a card with them, and it irritates me that I can't buy gas or pizza without them trying to invade my life and finances. And most of these young families have no idea how vulnerable they're making their future security by using this card. AAFES can and will collect whenever they find it convenient, and often, even if the charges aren't legitimate, the victim has no recourse.
Defective Omnia Leather Sofa (Navajo Butter color) – It took me just shy of 2 months to receive my sofa after ordering. It arrived and was defective, as it appeared to have "dirty water" spots throughout the leather. The so-called "Vice President" from Omnia was very little help and quite frustrating. I called AAFES to advise, and they involved some furniture rep to assist in the issue. That rep was just about as useless as the VP. The rep made promises to send "several" swatches of leather via FedEx of different colors as well, so I may choose another option. And they could make me another sofa in a week or so.
After not receiving a package for 3 days, I found out they didn't even send them FedEx, but parcel post. Then, I finally received 2 swatches of the same leather, same color. And of course, you couldn't see the defective "dirty water" spots on those swatches. Now, I have had enough and called and emailed AAFES on May 7th to return the sofa immediately, so I can have a full refund and purchase a different sofa. It is now over a week later, and I still have this sofa sitting in my living room and still do not know a carrier and what date they are coming. I will never again make a major purchase through AAFES.
I bought a lawnmower at FF. Hood, TX and used it only one time. After that, it never started again. I don't have a truck so I could not bring it back on post. Finally, I had a friend to help me bring it on post. I brought it to the garden section. One employee checked it for me and told me that it has a factory problem. He told me to go to customer service.
When I got there, the costumer service had a bad attitude against me because I told her that it has been like three months since I purchased the lawnmower. And so, I requested to talk to a manager. This time, Ms. Reatha **, also with a nasty attitude, told me that she can't help me. I was really upset with the personnel's attitude on this matter.
I used the lawnmower just once, not during three months or over a month. Like the regulation says, if I have it for over three months after purchase, there is no return. I only used it once, and not during the 30 days that they said. I just did not have a way of transportation for it. I requested to talk to the general manager of the store and the only thing he offered me was to give me a name of a place for repair and that he would pay half of the bill.
It is a shame that a veteran NCO with 17 years of service has to go through all this. It is also a shame that people who work in the military installations treat the soldiers with disrespect like what Ms. Reatha ** did to me. I will talk to my congressman about this. Soldiers are being treated like animals on post by AAFES at Ft. Hood, Texas. This should not be tolerated in the U.S. Army.
On February 15, 2012, I went to the Optical shop for them to fix my new glasses. Upon my arrival, no one greeted me nor recognized me. Two of them had a customer. The manager was trying leave, but one of the ladies had her locked in the computer, there was a solider sitting as well, I thought he was next. The manager left and I sit there waiting for the next one to come available. The door opened and a woman and her daughter entered, they were greeted, while they look and waited to be helped. I asked the solider was he next, he said no.
I continued to wait until the black female worker asked the women with her daughter what they needed. I then spoke, “I was here first, what about me.” The black female worked said, “I didn't even see you.” She still didn't help me. She asked the solider that was her customer to wait while she helped the women and her daughter. Still no help, another customer entered and was greeted and helped. I then became angry and spoke again, “So, no one is going to help me, I'm still here.” I then walked out before I said something ugly. I came back and the white female worker asked me if she could help me and I told her, “I just want my glasses fix. They are not level. I’m looking out of the bifocal.” She tried to apologize for what happen, talking about the customer she had the insurance was confusing.
The reason I’m writing this letter is I'm angry the way I was treated plus to have her ask the solider to wait. He should have been taken of first and foremost. He is serving the country to make it better for us. I didn't think talking to the manager would help. She left and didn't speak upon my arrival.
Upon returning from Iraq, AAFES stated that I owed them some $760.00. I paid that. A couple of years later, they sent me a collections notice for $450.00 or so, and I paid that. President Obama issued veterans a $250.00 stimulus check. They took that, and now they took an additional $450.00 of my state of Wisconsin tax return. Of course, I have copies of everything, photo copies of checks cashed by AAFES, and a paper trail leading back to 2004 with them stealing my money all the time!
On Monday morning I am going to pay the state of Wisconsin revenue services fraud department with my 1 inch thick AAFES file. And I am going to see what they can do to stop this company from stealing my money. I have paid 5 times what I ever owed them and they keep coming back for more! I am also calling the department of Veterans Affairs about this. I might file a lawsuit against AAFES here in Wisconsin. And I'm thinking about going to my local news outlets with everything that I have if none of those things work, because frankly I am pissed now.
I bought running shoes from my local exchange today. Their new plot to try to get people to like them is to change their name for all branches to just "the exchange." It isn't working. The shoes fit properly and felt okay walking in them for a minute but that's not always the test of a good running shoe. I bought the shoes and a mile into my run, my feet started to hurt. It's not AAFES fault that the shoes weren't good for me to run in but the shoes really weren't going to suit my needs so I turned back and went to return the shoes or at least exchange them for another pair.
When I got to the service desk, the girl working there was polite and understood my issue when I explained it but had to call her manager because of the price of the shoes. The manager came and the girl explained the situation and the manager proceeded to tell me that if the shoes are worn even for a minute outside the store, they can't be returned. This is unacceptable. If it were any other retailer I'd be able to at least exchange the shoes for a pair that weren't defective. She also told me that the shoes must have been the wrong size and that she could only return them if they were defective but unless I could explain the structural problem with the shoe that made them hurt because otherwise I just bought the wrong size.
They are fine for walking around in but not for running so I'll get use out of them to walk but that's not the purpose of a running shoe so I'd rather have just returned them. If it had been a shoe store or a department store off base, I would have been able to return the defective shoes so this is unacceptable and other than the uniform items I'm required to buy through AAFES, I will never buy shoes from them again. Their return policy says "like new items can be returned within 90 days" and the shoes are like new even though they were worn for about 10 minutes running. If it were an option, I wouldn't give them any of my money on anything again but it's unavoidable to give AAFES business when they are the only option when you're stuck on the base.
I am a 100% disabled veteran. It's been around 4 years that AAFES states that I owe them money for the Star Card. When I was discharged from the Army, AAFES had to be paid off and cleared. This was in 1999, 2 or 3 years later, I went to Puerto Rico and visited Ft. Buchanan and I was offered a Star Card, I filled out the paperwork, but I knew it was not going to get approved because I was not able to retire. On or about 2007, AFFES contacts my local Social Security office of a debt that I had with AAFES. They started to deduct around $150 from my check, after I fought this with AAFES and Social Security, they stopped. Now in 2012, they are hunting me down about the same thing. I was a victim of ID theft and I thought it was all over. So here we go again.
I would like to know who or what agency do I file a complaint against Military Star Credit and get some disputes settled on my account. The young lady there sounded very impatient with me and did little to help my situation. I am going to write a letter to Military Star Credit Company about their policies and how this individual and all others that I have dealt with for the past two years have been rude and inconsiderate. I have some financial problems and I asked for reprieve and did not get anything but rudeness and being told what was going on my credit report. Well, I haven't used my card in over two years, had my pay reduced on my job along with hours and it became difficult for me to make ends meet. To top it off, I just came back from deployment and I managed to steady pay them and yet they still want more money from me.
AAFES are a bunch of greedy hogs that deserve a class action lawsuit against them because of their (1) lying to me about deferring my payment as promised and (2) they do not respond to any of my correspondence that I have sent to them. Not once! I am trying to do my part so I can pay off my debts but they are constantly being ** about allowing me to get any help that I need and then after speaking to this rude lady on the phone. I am going to write them about that as well. I am no long negotiating with them over the phone. It will be in writing from here on out!
My husband has been in for 7 years and it has always been in our plans for him to retire ! We have on several occasions utilized AAFES's price matching policy. This policy can be found on their website and on at least 6 different signs in the BX. My husband was called in by his command a few weeks ago because AAFES manager Russ ** had complained to them about him price matching! We have always been honest a lot of the times bringing in the local ad and it does not say anywhere there is a limit on how many times you can price match!
They are now trying to discipline him for utilizing a policy advertised everywhere in the BX! So today, I decided to take pictures of 20 random things, with each one of these things I looked them up locally and found anywhere from $20 to $100 differences! AAFES steals and takes advantage of low income soldiers who are just above poverty level but can fight for their country, only to have AAFES steal their paycheck one way or another!
My husband, Walter, served 20 years for this country. Most of which time he had a military star card through AAFES. Upon becoming disabled, he allowed partial payments to AAFES for an outstanding debt. Throughout the disability process, we lost everything and could not keep our bills current. He did not ask to be injured or discharged. 16 deployments later and that was the thank you he received. We have made small monthly payments to AAFES every single month and advised them that we would pay our outstanding debt in full upon completion of his disability claim.
We filed our taxes and AAFES took the entire refund (over $4000.00). We received no letters, no information, no forewarning whatsoever. What AAFES said to us via telephone and what they did are two different things. Our service members are better off to get Visa or MC instead of star cards because the minute they come back with combat related injuries or illness AAFES will run them through the coals. It is dirty and ignorant. I will be writing every government agency I can find regarding this matter.
I hate to beat a dead horse but if Dell/AAFES doesn't reimburse me for the money they stole from me soon, (I say stole because they took it after they told me they were not going to provide me with what I paid for) then I will incur interest fees from my credit card. How is that right? And who is going to pay these fees?
2007 Ford Expedition (EL Eddie Bauer, 4x4; transmission). At 72,000 miles a list of problems occurred with my vehicle. First, 5 parts on the steering/suspension system went bad, including an A-arm on the front right top side. I don’t off-road my truck and an A-arm needs to be replaced?! Second, they need to do a test drive after fixing the steering system and they called me to say that there is no fuel in the vehicle and so I come and top it off at 69 liters. It’s a 120-liter tank, something is wrong.
They have to end up changing the fuel pump. Third, two days later I am driving home, 12 km, and I get shut down into second gear, limp home mode. I take it back to the dealer and they tell me that the 5th gear is shot. They put in a new transmission. Thank God I bought the extended warranty to bring me to 5 years or 75,000 miles because all this happened at 72,000. Now that it is fixed, I'm selling it before I end up having to rob a bank to get it fixed when the next thing brakes on it! Anyone interested?
I ordered a computer but the price was not honored so the money is being returned on that day. There were no definite timelines given.
Military Star Card Payments. I input for a payment on 01DEC11 to be taken out on 15DEC11, they processed the payment on the 16th and it did not come out till the 19th. I received an email 16DEC11 stating that the payment had been processed. Since the payment didn't come out till the 19th, it caused an overdraft in my bank account costing me an additional $25. When I called they just stated there was nothing they could do about it. Horrible way to thank a Veteran! My payments were$19 a month which I have always paid about $100 a month, normally (anywhere else) when you over pay a payment it pays you up for a couple months in advance. This month it went up to $86. Military Star card billing needs to seriously work on their billing issues. I will never overpay a bill for them again. Every time I pay the balance never seems to go down. I am thoroughly regretting ever applying for the Military Star Card! Is this truly how they treat the Veterans who have given so much for their Country?
Placed an order for a camera in inventory. Received notice it was shipped. Notice included a tracking number. Problem is there is not an active link or information about how to track. Called Customer Services and found out camera was shipped by USPS mail, and there is no way to track package. The only recommendation was for me to visit a local post office and request their assistance.
I ordered a Men's Leather bi-fold wallet order number ** on the November 9th 2011 and it arrived on the 17th of November. It wasn't what I was looking for. I mailed it back on the 19th of November in a flat-rate mail envelope to 3911 S. Walton Walker Blvd. I am still looking for a refund of $42.95 on my credit card.
Earlier this year, around May 2011, AAFES at Ft. Lewis contacted my command violating AR 600-15 Par 1-4 and 1-7. Without consent or court order, they sent letters to my commander and First Sergeant causing undue hardship for myself. Not only was the debt belonging to my wife, but they did not have permission to make contact with my employer. I was forced to pay the debt regardless of my financial situation because I was medically retiring from the army. I had a difficult time transitioning from my unit because of this matter because I spoke out and said I did not agree with erroneous charges.
This complaint is in reference to the Collections Department receptionist and not Retail Customer Service.
For the past four months, I have contacted the Collections Department each month to remind them to stop garnishment of my retirement check. After calling today (10/11/2011) 5 times to kindly speak to a manager to resolve this issue, I was hung up on twice and transferred to voice machine three times. I spoke to Rosalyn, Jalisa, Brenda, and several other receptionists. I have written their names down back at the house.
The receptionist may mean well, however, are they not sensitive to when a customer has been legitimately wronged? After they have given me assurance since June 2011 that my check will no longer be garnished for $141.00, it has not happened. I have already paid my debt in full, and my fear now is that they will garnish my income tax check again. And if that happens, I may have to consult with my attorney, Mr. Ollie **.
How could customer service be so cold toward veterans who had put their selves in harm's way in OIF and OEF? Not to mention, my landlord and bill collectors are very unforgiving.
Today, I was told that a check for $141.00 was sent out on October 4, 2011; however, they told me that on October 1, it was sent out. I wanted to resolve this with a simple conversation with a manager. They put me through to the voice mail last Friday, after leaving a message with a Mr. Bell last week. They did not give me the time of day after it was said he was at lunch last week on Friday at around 16:30.
No one has called or contacted me. After updating my info and giving my social over the telephone each time I called, it seemed someone remembers true customer service. I remember a little. I am only 52 years old. And I have honestly been patient until now. I have served in customer service, and we never treated customers like this. Not to mention, AAFES has always been number one in my book. What happened?
I travel 50 miles each month from Raleigh, NC to Seymour Johnson Airforce Base just to reap the benefits of AAFES. Am I silly for traveling so far? I heard that AAFES has a new commanding general. Has he made changes for the better? How can I be confident that this issue will be resolved? Could someone, outside of the receptionists who have protected their manager so well, contact me with some type of assurance and resolution?
I wrote a check for a payment to my husband's Military Star account using our joint checking account. The payment never arrived at AAFES, so I issued a stop payment.
I am a single airman living in the dorms on a very expensive island. Usually living from paycheck to paycheck and wondering where my next meal will come from towards the end of the month, I often wonder why I cannot use my Military Star Card at our commissary on base? I can use it at our mini mall that serves alcohol and snacks 24 hours a day or I can use it at the Burger King drive-thru on base but not for real food? This baffles me.
Today, I went to the Bolling AFB, AAFES Food Court Subway to get a couple of sandwiches. When I got there, two employees were there. Employee 1 was helping a customer (man) in front of me while the other employee (employee 2) was talking to Employee 1, and I was ignored. As I waited and looked at the employees, Employee 2 finally came to help me. I told her what I wanted, she did not acknowledge me whatsoever. She made the food, put all the condiments and such together, but was waiting on the chicken to be done in the microwave.
While waiting for the chicken in the microwave, Employee 1 was finished helping the customer in front of me so Employee 1 decided to help make my food. This was after Employee 1 had rang up the man in front of me while wearing her gloves. So not only did Employee 1 had her food-making gloves on and handled the money from the man in front of me, but she also took my money and had her hands all over the cash register with her food-making gloves on! Employee 1 then decided to keep the same gloves on, never took them off, and touched all of my food: Chicken and wrapped it all up for me to eat!
That was so disgusting. I was in shock and did not know what to say at the time. I am complaining because this is a health hazard. I know you are not supposed to be touching money then touch the food that someone is about to consume. Also, just the fact that she would make food then touch the register with her gloves on and back and forth.
I was on time for work. The manager opening the store was not. The store opens at 5:00AM. I clocked in at 5:48AM, when the manager finally showed up, and unlocked the doors. I had to fill out a time adjustment sheet, to account for the 48 minutes of "lost" time. I guess it was wrong for me to clock in, because she was going to have me lie by saying I forgot to clock in. Since I did clock in, the only way she could explain the time discrepancy would be to tell the truth about her being late, and opening the store late. Her solution was to throw away my time adjustment sheet, so she wouldn't have to do any explaining. Therefore, I did not get paid for the 48 minutes spent sitting in the parking lot, waiting for her to show up.
The morons don't bother to look at the paperwork, to see the time the store actually was opened. The only way they would know she opened the store 48 minutes late is if someone told on her. I don't want her to get into trouble, I just want to get paid for the time I was there. We are lectured if we are so much as five minutes late, yet we are expected to keep quiet if a manager is, late causing us to lose pay. I lost an hour's pay, not to mention, it makes me look bad, when the "higher-ups" think I was the one who showed up almost an hour late for work!
The purchase of Lexmark ink cartridge is non returnable after 15 days. When my Lexmark printer(X4530) showed ink low, I purchased another cartridge. I did not open or have to install the new cartridge for almost 90 days. I removed the tape slowly as directed and installed the cartridge. It did not work after checking for tape residue and following instructions from manufacturer.
I took the cartridge back to AAFES with the receipts and asked for another cartridge. The management told me if the cartridge was opened, they could not help me. That’s a stupid policy. How would I know it did not work otherwise? I asked to speak with another manager who told me if I had it over 15 days, there was nothing they could do. This was the second cartridge I purchased that gave me this exact same problem. And the same AAFES exchanged the cartridge. Neither manager offered a solution, only that I was stuck for $21.95. AAFES really needs to review their policy and management.
We owe a lot on my and my wife's star card. We tried to work out payment plans on both but they refused and have been so rude to us. We have a 2-year old daughter and are having extreme financial difficulties. Military star took the liberty of garnishing our paycheck and we had nothing to eat, no diapers, no milk. It should be illegal to take funds without our knowledge! They need a lawsuit against them and we may do so. There has to be something that can be done. They are still threatening to garnish future paychecks. We are military and cannot afford it. Please help!
On 11/28/09, I placed an online order for a ladder, a ladder work platform and a tape via the Exchange website (AAFES.com). As soon as I submitted it, the ladder became unavailable. Right away, I called AAFES to cancel the entire order because I did not need the work platform if I couldn't get the ladder. A representative told me I might receive some of the items and all I had to do was return them to sender. The only item I received was the platform on 12/04/09 and I promptly called FedEx for a pickup. The package was picked up on 12/10/09. Since 01/05/10, I've been trying to receive a refund for the platform. By now, they should have received the item and the purchase price should have been credited to my account.
I have called AAFES 4 times this month and emailed them twice and every time I am told something different and promised that I will get a call before the end of the day. On every occasion, except the last one, no one has called me back. I even went as far as doing their job and calling FedEx to track the returned package only to find out that they could not track it without either a tracking number, which I did not receive, or the shipping address, which AAFES has and refuses to provide. I called AAFES and asked for the vendor's address. A representative told me they did not have the vendor's address and it would take up to 3 business days to get it. Again, I was told that the matter would be resolved by the end of the day.
A week later, there is still no response and no refund to my Visa account. After I threatened to submit negative reports to the Better Business Bureau and Consumeraffairs.com, they finally called me. On 01/31/10, I received a voice message which, like a broken record, repeated what they already told me before: "The vendor is reporting that they have not received the item and therefore, we cannot give you credit for it." They are either not listening to me or trying to make me mad. All I wanted was a shipping address of the vendor. I can track the package myself if AAFES reps are not competent enough to do it themselves.
We have been fighting with AAFES about our military star card that we have with them. There have been several times where we have made payments and nothing showed on our account. We have had fraudulent charges on our account as well. We were able to dispute those charges in 2007 and got it taken care of. Now we are fighting with them again with the total amount of our balance and our old dispute that they are saying now was never taken care of. They continue to garnish my pay, they are sending my commander letters saying that my account is late. I am in the process of another dispute and instead of them helping me and my family they are putting me in a bind. They have garnished my pay six times since August, there were two times where I only had 500.00 left of my pay to take care of my family and pay my bills. They told me that before letters get sent to the commanding officers a letter would be sent the account holder to notify them of any issues, these letters are never sent to me. All I want is for all of this to be over and to never deal with AAFES every again.
I separated from the Air Force honorably in August 2001. My remaining debt to AAFES was taken from my last pay check. Since then, AAFES has been charging me interest on a closed account. I was told while I was separating that AAFES has the right to charge me a "closed account" fee. They have taken every stimulus payment I was done and continue to charge me interest fees for this account that has been paid off and closed for nine years.
I am a veteran with over 5 years in the United Sates Army. I came in the Military in 2002 and I was stationed in Germany. While stationed there I applied for the Star Card in order to help me buy uniforms or any other items that I may have needed. I deployed in May 2003 to Iraq after 3 months in Germany. I only used the Star Card 2 or 3 times totaling to less than 400 dollars. I never received any bills from AAFES while I was deployed to Iraq, but when I was redeploying back in July 2004 I was told by my Commander that I had an outstanding AAFES bill to pay. So while in Kuwait I went ahead to the PX and paid the full amount of over 700 dollars. I told them I did not want to use their card any longer and I never did use it. But when I redeployed to Iraq in March 2005 they started to garnish my pay and I could not understand why. So I had to travel to Mosul to use their main PX where I had to pay another 800 dollars for a card that I NEVER used. But I just wanted it to be over with so I paid it and cancelled the card for good, but by that time my credit was already ruined because they already reported me. I'm so ANGRY because its still on my credit and I never used that card after 2003 and they never sent me anything letting me know what was going on.
They have been taking my entire tax return for the last 6-7 years. I am not sure of the date of my honorable discharge, but I am quite sure that the debt is over 10 years old. I read that there was a class-action suit against AAFES.
AAFES has garnshed my miltary ret pay,they claim I owed more than 3,000 in 1992. I do not agree and have talked to them by phone, still they hold 170.00 per month charging interest and a admim fee of $15.00 and penality of $250.00.
Im unable to work and this causes me a hardship on my family.
I purchchased a kenmore elite he4 110.8508 model dryer, just about a year ago. Unfortunately the warranty is over. But the dryer's control panel is not working. The light inside the dryer comes on but the when the start button is pushed the dryer wont start. It seems like the control panel is the problem. Kenmore should post a recall on this product. Many people are having the same problem with many kenmore elite dryers. This issue should be fixed. We paid a lot of money for this, and this should not be happening in one years of time. Sears reputation behind their items seems to not be very reliable.
The repair cost would cost me very close to half of the dryers cost. Now do you think that is fair.
I bought a $99.00 3.5 HP mower from my local AAFES and had it half a summer and it refused to start, i tried new plugs and filter but the plug just was not getting any spark. I read alot about murray mowers on here and am baffled. The problem seems to be with the Briggs and Stratton mower which in my exp were supose to be very reliable motors. bottom line is i got what i paid for but i did expect atleast 2 seasons out of it. i see many more exspensive mowers out there but most of them run a Briggs motor also so what is there to do? i guess go with a diff brand motor and company
I am retired military, receiving retirement pay from the Defense Finance and Accounting Service (DFAS). On December 15, 2003 I received notice from DFAS that my retirement pay was going to be offset by $354.00 to help liquidate an indeptedness that I had with AAFES/NASCARD.
I immediately called AAFES/NAS at the number provided by DFAS, in an effort to try an determine why they were attempting to collect money from my retirement pay. I explained to the person to whom I spoke with (Tricia) that I did not have an account with The military star network. Apparently someone has opened a Star Charge account in my name and has ran up charges in excess of $5000.00. That person has obviously been making payment on the account, but recently has become delinquent in those payments and is currently $354.00, past due.
The person whom I spoke with asked me for my addres, which I provided. she compared this with the address on file and stated that my address was not the address listed on the account. She stated that the address was also in Woodbridge, but not the same as mine. She further went on to say that one of the authorized users on the account was my ex-wife. We have been divorced for nearly ten years. It is possible that she opened the account. If so it was done so with out my consent or authorization. This was explained telephonically and in two follow-up written communications.
On December 26, 2003 I received a statement from the military star network. The first statement that I ever received. Previous statement must have been mailed to address previously listed on the account. Apparently, they used the address that I provided in my phone conversation or in my written communications to start billing me on an account that I had no knowledge of prior to December 15, 2003, when I received notice from DFAS.
I have never used this alleged account. I did not open it or authorized that it be opened, therefore, I should not be held liable for charges made, thereto. Instead of billing me or attempting to collect money from my retirement pay this agency should investigate my claims. The record will show that what I have stated is true.
While, the monies have not yet been colloected from my retired pay, the notice stated that this would happen within 45 days, to do so would be an injustice. I have legitimate debts that I have to cover. I rely on my retired pay to meet the obligations. Since I received notice of DFAS intent to offset my retired pay it has bothered me considerablely.
I purchased a 97 Ford Windstar through AAFES Car Sales. The engine light has been comming on since 12,200 miles and overheating since 45,000. the warrantee repair facility only now at 94,200 miles has told us what the problem is. I am now looking at having to replace the engine. The Ford warrentee folks said it is not covered because of the milage. It has been overheating intermittantly for over 45,000 miles. I have only driven fords for over 30 years now, but that may soon to stop!
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