"Requested a replacement after furniture was delivered damaged. The online customer service stated we had a choice to replace the damaged item or request a refund. We opted for the refund. After waiting 3 weeks, NO REFUND! We called the Exchange customer service and spoke with “Christina.” She indicated that her previous employee gave us the wrong information and they would not honor their mistake. Going to send a letter to Mr. Tom Schull about the very poor service to veterans. He needs to know how unhelpful his employees are towards Veterans and their families."
"Every time I go to the BX, I leave underwhelmed or frustrated. I only when it is the only feasible option. Their prices are not competitive at all and they have regularly charged more (at the register) than the item is tagged. Like the item went on sale, but was never updated in the system. So, it's up to the customer to catch it during checkout. Just horrible business practice, but it doesn't matter because they have a monopoly on base. Go elsewhere if you can."
"Looking into suing them and seeing how many people we can get together for a class action lawsuit. This company robs people. Ordered large furniture which 2 months later hadn’t arrived, then they say they can’t cancel the order until after shipping, then finally it’s supposed to arrive but it doesn’t because “their truck broke down” which they tell MANY (thousands) of customers by the way (check out the reviews for proof). And even had one of their employees confess that they’re not even shipping the items, FragilePak is just telling customers they did so your package never arrives and that they’ll say they attempted delivery when the item never even shipped. It’s all a scam!!!!! Oh and GET THIS AAFES then can’t give you your refund until after they’ve “received the returned item” but guess what, THAT ITEM WAS NEVER SHIPPED AND LIKELY DOESN’T EVEN EXIST!!!!!! They’re all working together to SCAM SERVICE MEMBERS AND VETS!!!! They will keep your money and not give you your furniture! They’re currently being investigated. Don’t buy in"
"I had a horrendous experience with the company Fragilepak, as well. I contacted the Military Exchange regarding the mental, emotional, financial, abuse I received from this company base on the military's choice for hiring them to deliver their appliances, and other items to the military's customer. I was giving this site to complain to the military so they could rid them as venders of their product.
shopmyexchange.com/contact us
Please use this link to tell them about your experience so that they can get rid of them."
"Still haven't received my order and noone seems to know where it's at. Its been over a month now cant get refund unless I pay $98.00 which is basically the same price as the item I ordered. Customer service is crap .. stick to Amazon or your local stores."
"They have great deals , however.... getting those shipped is the problem . They need to do a better job controlling their inventory so they won’t sale items that are back ordered . Many times an item will show in stock , would let you purchase then 3 weeks later you are wondering where are the stuff you order .... they will casually tell you “ oh that item is on back order , and we don’t know when it will be back in stock , but feel free to cancel “ .... really ???? I mean they need to get it together and do a better job managing their website and inventory . "
"Best not to buy any large item such as a TV if it’s not in stock at the store. They advise a week to two weeks to deliver but what they mean is 10-14 business days before it ships from the mystery “fulfiller”. Then, it takes another week plus to get it to the freight forwarder and then on to the store for pickup. Delivery to your home can be even slower. Sadly the Exchange is glacial when it comes to large item delivery as compared to any of their competition. Not to mention status updates are painful to extract from the good folks at customer service who are there apparently just to break the bad news. They desperately need a vastly improved delivery model for large ticket items as well as a transparent delivery status tracker. Shop for large items elsewhere. "
"Nothing like Amazon, and to think, AAFES has been around longer than Amazon, and has longer practice with shipping. Thirty years ago while station overseas I was able to order something in their catalog and get it within three weeks. Today with internet and credit cards, AAFES accept the order and it goes to a dead file basket. When you call or chat on line with customer service, each reply by customer service is different. They are not concern with making money so they never call you back with account problems. It's Not worse ordering online with AAFES. I tried to order a TV, the price was 2,400 dollars, the savings 800 dollars in total savings, but the aggravation is not worth the savings. I rather give the money to Amazon."
"Great customer service, great prices, no taxes!"
"No protection to the customer and fraudulent charges.
If you waste your time talking to customer service or the fraud department. Each will tell you something different."
"I will never order another large item from the px again. 2 years ago I ordered a couch and waited for month and was told it would usually take 6-8 weeks I waited 3 months before finically canceling order and getting a refund. November 23 I ordered a memory foam mattress for a really good deal during Black Friday item said shipped November 28 and now it’s january 10 the tracking link does work and now I’m being told it will be marked as lost. Now tge item says out of stock didn’t say that even I bought it now excuses are being made as to why it was never delivered."
"These is a repeat issue that has become the Norm rather than an exception. Placed an order 11 Dec. sent to Fullfillet status for 11 days. No shipping info. Asked 4 times to cancel. Never a response. This has happened on numerous occasions but now is particularly bad as this is a Christmas gift. You are the worst of the worst and not a benefit for Vets who certainly deserve to be treated at least as well as non vets get treated by Amazon, Walmart, Lowe’s, Home Depot or any number of shopping choices. Bottom line: You ****!!"
"Ordered TV on 6 June. Aafes sent me email on 8 June saying it shipped and giving me shipping number. I kept checking and it showed not received by shipper. Called AAFES on 14 June and within minutes it showed shipped status with estimated delivery date of 19 june. 19 June status showed still in shipment status. Called AAFES they said it might be delivered on 21st. Talked to supervisor found out it’s here but they were waiting for me to call them. Too late tonight so I have to call in morning. Saved $150 in taxes but AMAZON could have delivered in 2 days. Not worth it."
"I have ordered my couch and loveseat as well as my upright freezer. Now I didn’t originally know that it would take longer as the exchange isn’t who shipped it. It did only take 3-4 weeks to receive them and the guys who delivered set everything up and put it all where I wanted. I have been receiving my normal packages within about 3-5 days and have no complaints thus far besides with fedex themselves."
"I was excited to again gain access to AAFES. I enjoyed shopping at the stores while in the military.
The online experience is not even worth using. On first order with my "welcome back discount code" . I ordered 3 things. The main item changed from available to out of stock after I ordered it. Then it went to back-order.
I waited several months and it's still listed as back-order. I called and apparently that item was canceled. Even though it still shows 'status back-ordered' in my order history.
It was the most expensive item I ordered. I to be given the opportunity to use the code again and they said they couldn't do that. My first order they screwed up. They were rude and unapologetic and frankly, not all that bright. I won't be using them again.
Vets my suggestion is stick with amazon and other trusted sites. There site is horrible (dead links) and the search is worthless.
It's simply not worth it. "