"My AIO 27 in Apple desktop has beeen on the road for 3 visits. 4th visit coming up next week. If you can't fix it why can't it be replaced as EPP says??? I have no help from your tech support and the supervisors are not helping much. After I pay that amount of money to purchase a product, if you can't standby your EPP there is a very big problem. Now I see why people are going into the community to get products and turning away from Aafes."
"We ordered a bedroom set from aafes earlier this year, 2017. When the bedroom set arrived, the single delivery driver rolled the furniture end over end to get it up to my room. To no surprise, my footboard has a chip out of it, noticable enough that i called customer service. The first woman I talked to was very friendly and offered me a full refund of the bed. I specifically asked her if i would need to return the bed and she said no. Surprised, I asked if there was a receipt or something i could get because i wanted to be sure to actually get my refund. She told me i could reference this phone call since it was recorded if i ran into any problems but i can expect my refund soon.
Foolishly, i accepted that and waited for my refund. A week later, i call asking about my refund that hasnt come yet and i recieve an email from a woman who is telling me she will not refund the full price as that is not something they offer. I tell her to reference my phone call and she says that they have and that I was never told i would recieve a refund.
They refuse to release my recorded phone call to me because they do not want to honor what was said by the first employee. I refused to agree to any refunds less than what i was promised, so after a week, they issue me a $60 refund and closed the case.
Terrible terrible customer service. They manipulate people and go back on their own employee's word to screw over the customer. We will not be shopping there again. 20+ years of service and shopping will go to a different store.
"
"Orderd a gun safe online which was damaged enroute. Called AAFES immediately to request a new safe. Was told by 5 different people it wasn't going to happen anytime soon. Estimates started out at 1-2 weeks, and ended up at maybe more than 3 weeks. Now I remember why I never shop at the BX. Should have just gone to Academy or Bass. Horrible customer service. Lesson learned, again."
"Do not order from Aafes online. Extremely slow processing (5 weeks) and slow shipping (45 days for overseas APO). The order was for a diamond wedding set that was advertised as being "in stock" on the website. After 3 weeks of no movement, and no contact from customer service, we called and found out the ring was on back order from the supplier. Then, 5 weeks after we ordered the ring, it finally shipped- USPS standard. Standard shipping takes 45 days to reach overseas APO. USPS Priority would have cost the same amount, and would have arrived in 7-10 days. We will NEVER order from aafes online again, period."
"AAFES has the worst customer service you could imagine. I ordered a large screen television that arrived damaged. After five weeks of dealing with negligent customer service reps telling me the return process was in the works and, down the line, telling me on more than one occasion that they had sent me then resent some type of return form one of them referred to as a "call tag". I contacted another representative who investigated the matter while I waited. She informed me that nothing they said they had done, from the first call they made, had actually been done. Nothing! She contacted the freight company directly and arranged for them to schedule a pickup, and I thank her for that. To make a long story a little less long, today (54 days later), I contacted customer service after meeting the freight company's proof of damage terms to find out when I would be receiving a refund, and the representative dryly asked me if I had ever filled out "THE RETURN FORM WE SENT YOU." When I lost my cool and asked to speak to a supervisor, I was told she had called for one to come and talk to me, but I'd have a better chance of actually speaking with one if I called at a time of the day or night when things were less busy. She ended the call with their current tag line of "Thank you for your service and have a nice day," which is apparently the one aspect of their job they always perform. I believe it translates as "Thank you for your service. Meanwhile we're going to screw you over, because we don't really give a crap about you or the job we're being paid to perform.""
"So I ordered two pieces of furniture online. I thought that Aafes actually sells the merchandise, lo and behold I come to find out that they don't. They have the manufacturer ship the items to you and that it takes about 2 weeks to process the order and then 2 more to actually ship. How can it possibly take that long to "process" an order? Amazon deals in much larger volume and they ship within days. It has been over a month since I placed my order and the items are still "on their way". I can only hope to get them before 6 weeks. I should have just bought the items at a local furniture store and I would have had them home by the end of the week.
So to find all this out I had to call aafes 5 different times until someone was able to tell me clearly what was up. The worst part is that aafes and the manufacturer (Ashley Furniture) weren't communicating correctly. Aafes lists the items as "shipped" yet the shipping company, which is a third party by the way, says that they have not been given the furniture. I email ashley and they say they can't lookup my order because it is by an independent company. I call the shipping company and they say to call aafes. So no one knows anything. Will NEVER buy from aafes ever again."
"Today, it has been 21 days since I ordered JET SET 18K ZA CONTL (C137J01). I am very disappointed in AAFES customer service. I have had to contact them three times about the status of my order, when simply they could of send me an email stating, "The items is out of stock and would be sent out on ____." Yet, instead they failed to contact me. AAFES if you do not the product in stock please do not advertise it. I will never buy from the online store again."
"DO NOT order from Exchange Online Store expecting to get what you ordered or delivered on time. 2 Issues ---1. On 20 November 2012, I ordered 4 Ipad Minis on line for my children as xmas gifts. Though this would be a good gift for Skype capabilities since I am away on deployments a lot. I called customer service and was informed that the supplier has recived the order and everytime I talk to them I keep getting a date further out that they will be delivered. As of 18 December, i have not recieved my order and was informed that they will nto be delivered until after xmas. I was told that they oversold what they had in stock and do not have anymore in stock. I dont undertand, if you dont have it in stock, why are you selling it.----issue #2 on 23 November 2012 I ordered two HP computers online. Since I had the order go through, I did not look any further and bypassed black friday and cyber monday deals. I was canted after these sales by AAFES and told that they no longer have these computers in stock. They stated they oversold what they had in stock and i was essentially out of luck. I was extremely irritated since I could have gotten a similar computer for just a little more money. Now there are no similar types of computers on sale and will cost about 200 more each. Why would you allow a purchase if you dont have it in stock? After many complaints, I was offered a 10 percent discount on my purchase of two other computers in stock....the 10 percent did not even come close to the deals I missed out on during black friday and cyber monday. I continued to complain and finally was offered a Dell Computer that was similar but not as fast as the HP I originally ordered. As a military member I would expect AAFES to be more supportive of the members that make up its customer base. I also would expect that AAFES would be capable of monitoring its sales online and once they have sold what they have in stock, not allow any more orders. As a military member constantly deployed overseas, i would not trust AAFES to deliver my families gifts on time ior have in stock what I ordered. Luckily this year I was home for Xmas and had the time to deal with the headache. I couldnt imagine having to deal with this mess while deployed overseas. From now on I will do my xmas shopping with a reputable company that can deliver on thier sales. I cannot afford to have my families thinking I forgot about them especially when I am deployed....and will not take the risk with a company that cannot manage itself to meet the needs of servicemembers. sad part is AAFES has a monopoly on the military market!! :("
"I will never order anything from this place again. I ordered 2 pieces of vera bradley luggage, a 22inch roll along duffel bag and a weekender bag. I ordered these items of the 18th of april to make sure they would be here for my trip home on May 13. Yesterday was the first of May and i finally recieved my items. I got the weekender bag, but instead of a 22inch roll along duffel bag that i ordered they sent me an IRON. Seriously.....an IRON????? How do you even mix those two items up???? So here it is May 2nd and I will be lucky if i get the piece of luggage that i paid good money for in time for my trip home. I will never recommend this site to anyone and will NEVER order from them again."
"I WAS ROBBED BY AAFES. I ordered a car stereo from aafes online. 45 days later i have still not received it. After talking to customer service at the 2 week mark I was then told it shipped from Japan, they can't give me a tracking number, and will take a little more time. If i would have known this i would have ordered from somewhere on this continent. This is an item available from every electronics store in the US. After talking with customer service again today at the 45 day mark I am told they will not refund me and i'm just out of luck that I didn't receive the item i paid for. I was robbed by AAFES."
"Excellent service and satisfaction"
"Keep It New Protection Plan/sun glasses:
Basically a nightmare. First, I filed a claim under the protection plan and it was denied, they said "glasses under warranty". After denied, that was it - I could not file another claim. It took over a week to convince them that Oakley's sunglasses warranty did not cover scratches. I finally mailed the glasses in, they recieved 2 weeks ago yet have no record of being recieved. I now have to wait 30 days for their "process" to work, then I "might" get my glasses replaced.
In the meantime, I've had to buy another pair to get by.
Extremely poor customer operations.
AAFES, get a new protection plan and quit screwing us around, or stop pushing the plan... It was promoted by AFEES personnel as a "great program". Untrue, and totally not worth the nor headache."
"I will never buy from aafes.com ever again. I ordered a Macbook Pro and the warranty advertised with it. I was not informed the order would be backordered until 10 days after I placed the order. After being backordered for a month, I was informed the item was backordered AGAIN for another month.
The warranty they had advertised as the warranty for the Macbook I was purchasing was in fact, for the Mac Pro, a desktop computer. After speaking with a representative and being on hold for three hours, I had to go to the nearest BX (an hour from my home) to receive my refund (they could not exchange it because they did not carry the item) because they "could not refund or exchange opened software," though I had no way of knowing they had sent me the wrong item. "
"Ordered a manual push mower and a sand/water playset. Ordered on the 28th of Apr shipped on 30th Apr arrived on 4th of May. Both boxes had some shipping damage but contents were intact and free of any damage. Like the reviewer below said you have to be eligible to shop at the exchange by being a member of the Armed forces or postal worker etc. etc."
"Order for 4 military name tags took seven (7) weeks to arrive. Then, upon arrival, one of the tags had my name mis-spelled. They say they will send me another one. Online order tracking info failed to disclose order delay."