ExchangeReviews 56

The Chat feature is a nightmare. You must type for 20 minutes to provide your entire life history for "verification Purposes. The fact that I'm writing from my password protected account should be enough verification to ask a simple tracking question. I'm only asking why my stuff hasn't started moving in over a week.

AAFES has a lot of cleaning up to do in so many different areas the least of which is Inventory control, pricing, customer Service and an extraordinarily gray area association with the Military Star card.
You must order using this card with a minimum order of $25 dollars to be entitled to a no cost delivery if your lucky that the item they once said was "In StocK" but after your order and deduction from your Military Star card goes back order. Mind you Star card has already charged your card. You are already being charges interest on an item you don't have. What is worse when the absolutely inept AAFES staff arbitrarily cancels your item after weeks of you paying interest they fail to credit your card and you are forever paying for something you didnt receive. Its criminal and I only recently discovered it but suspected it for months. Filed a BBB complaint after Military Star and AAFES failed to respond to my inquiry. I would advise anyone thinking these people are on the up and up particularly you older VETS that these people are crooked

I ordered furniture on 11/18/2021. Never canceled. After getting delayed- shipment of my furniture, they canceled it from vendor on 12/21/2021 saying item not available. After a month! Very irresponsible staff and organization!

Odered an outdoor patio set ($1499. 00) on 22 May, 2021. 5 weeks later received notification from FragilePak (1.05 out of 5 stars w/ the BBB) that the item was set for delivery. Set up an afternoon delivery (signature required) for 15 July. Received a call that morning they were outside my house. Told them no one would be home until after 2 P.M. The driver stated he could leave it in the driveway (so much for "signature required) to which I told him NO. He gave me a number to call to reschedule. A FragilePak number. FragilePak, 1.05 out of 5 stars w/ the BBB. Called the number at least 5 times, each time receiving the message, "This call cannot... Please try again." Even tried e-mail, with no luck. Called AAFES in August, told them I did not want the item and to refund the purchase price. Was informed the situation would be resolved in 2 days. Well, it is the 6th of Dec with no resolution. Called again today. Not holding my breath!

NOTE: Shopmyexchange.com cleverly does not have a way of sending in legitimate reviews of their service, leaving little choice but for me to leave this experience here.

08-26-2021 – Placed order on Shopmyexchange.com for a treadmill.

09-03 – Received e-mail from Shopmyexchange.com claiming that my item had shipped. Tracking # *******261 and a link to FragilePAK was provided.

09-10 – I tried to use the tracking number on FragilePAK's tracking tool but received an error that the tracking number was invalid. Assumed that the information hadn't been uploaded to the system yet so I should give them more time.

09-17 – 2 weeks after shipment confirmation e-mail. Item still not received. Tracking number still not working on the tracking website, stating that the number is invalid. Call Shopmyexchange *******345). I am told that I will need to contact FragilPAK to ask where the item is. I call FragilPAK and they say the tracking number provided is invalid and they have no record of our order. I call Shopmyexchange and speak with a manager who confirms the tracking number is not correct and they aren't sure why I was given it in the first place. They put in a ticket for a correct tracking number. I am told that within 3 days I will receive an e-mail once they assign a corrected tracking number.

09-23 – Zero communication from Shopmyexchange. I call again to ask for an update on my ticket. They say the ticket has been closed and the issue is resolved. I am baffled. I ask how the issue is resolved if no one has contacted me with a correct tracking number. They said they don't know. I ask if they have a new tracking number. They do not. I ask if they can confirm where my order is. They said they don't know. At this point I am very frustrated and ask to speak to a manager. The manager does not have any other information. I say that it has now been 3 weeks since the shipment confirmation, a month after ordering, and no one knows where my order is or what's going on with it, so all I can do at this point is assume it has been lost. The manager doesn't have anything to say. I say that at this point I would like a full refund since I never received the item and no one seems to know anything about it. The manager says he will put in a ticket to cancel the order and I should have the refund within 3-5 business days.

10-01 – Zero communication from Shopmyexchange. No refund posted on my bank account. I call Shopmyexchange and the worker says she does not see a ticket to cancel the order and the order has been shipped. I say that is incorrect, the item has been lost, we never received it, and 6 business days ago a manager told me the item was being cancelled and a refund should be issued to us within 3-5 business days. We are now on business day 6 with no refund. The staff said she is unable to see any of this information on our account. I get upset and ask for a manager. The staff comes back and says that the manager said that because the item has already been shipped, if we request a refund now that we will be charged an item restock fee. I told her this is incorrect, the manager from 6 business days ago already told us it would be cancelled and we would receive a full refund within 3-5 business days. The staff then says that she found the ticket issued by the other manager and can see the cancellation request from 6 business days ago. We are asked to wait another 2 days for the refund to be posted.

10-05 – No refund posted on my bank account. Called Shopmyexchange again and asked where my money is. The staff says they need another 1 to 2 days maximum to refund my money.

10-08 - No refund posted on my bank account.

Summary: How can this business exist in 2021? No communication, I receive contradictory information from different staff every time I call, and I have been expected to put in all the leg work myself. You've been holding my money hostage for 1.5 months at this point and I never received the item. Disgusting.

Haven for thieves! They charged my card and I never heard of them! Had to call the bank to dispute the $2000!

AAFES is Desperate to Sell since they are now allowing Vets and Civil Servants to Purchase.
Used to be Active and retired military only.
Active and retired military know AAFES has limited inventory and average pricing. Sales are sporadic and short lived. So many times Amazon or other retailers have better prices and larger inventories.
No like it used to be and so sad that AAFES and Navy Exchange have gone down hill to this degree.

With a few exceptions, my family and friends, didn't go out shopping this year for Christmas. With the pandemic, high fuel prices and time limitations, it just wasn't worth it. Like most of you, we did most all of our holiday shopping online. Creditable, trustworthy and Customer Care online stores like Walmart, Target, Sam's Club, eBay and Amazon were our "go to" sources for huge assortments, rock bottom prices, hassle free returns and free shipping & delivery. The Army and Air Force Exchange Service(AAFES) WAS NOT one of them! As a matter of fact, they weren't last year either! Sure, they'll claim how their online sales soared beyond expectations, Every on-line Retailor's business did! AAFES won't mention that their Customer Service hit rock bottom. The number of Customer orders they butchered and failed to ship was borderline catastrophic! Military Customers should be knocking down Congress doors to oust them from every Military Installation there is! How many countless times have you found something, they verified to you that it was available, you went through the trouble of ordering it, paid for it and they sent an order confirmation to you and you felt that your items were on their way to you? After all, you did your part, paid for them in good faith, now they only had to do their part for you. But, not to be! Because a few days after you got that order confirmation, you get another email that one or more of the items you were told that were available and in-stock, are now Back-ordered, or have been Canceled! And, you won't get your money back for 5-10 Business days either! WOW! How's that for Serving the Best Customer in the World! And, how about when the Exchange Fraud & Risk department Cancels your order and you know nothing about it. You didn't get notified that your order(s) were Canceled, you didn't get any indication that YOU were suspected of committing a fraudulent purchase or purchase for a illegal purpose. You just aren't gonna get what you paid for and there's NOTHING you can do about it! Furthermore, you aren't gonna get your money back from the purchase for 5-10 Business days either! How's that for Serving the Best Customer in the World! This stuff actually happened with me! DON'T BOTHER SHOPPING WITH THE EXCHANGE SERVICE! GO ELSEWHERE IF YOU WANT BETTER PRICES, BETTER TREATMENT, FAIR TREATMENT, FAIR RETURN POLICIES AND WHERE YOU WON'T BE ACCUSED OF COMMITTING FRAUD!

Never in stock
Customer service is rude
Shipping takes forever
Canceling an order is laughable
Maybe someday I'll get my order... maybe not... I think I cancelled it, but who's to say? Certainly not customer service lol they aren't actually there to HELP after all... included a photo of paint drying

Pricing, they don't do comparative pricing. Their sale prices are often everyday prices from other big box stores. When a genuine deal is on hand it's either sold out, out of stock or if clothing in only one or a few unpopular sizes. Which leads us to Inventory control Totally incompetent. They will show something as being available sent to full filler then after weeks of waiting say it's out of stock, back ordered or they will involuntarily cancel your order. This may cause you to seek out Customer Service. The most gallactically stupid and incompetent group of folks that are not helpful, pass the buck do not respond or just lie. Next logistics. Fed Ex has over 3,000 complaints on the BBB web site and overall rating of one star and I have had them lose items, take forever to get here and if it's fragile you can count on it being broken then having to deal with them and Aafes customer service is yet another nightmare. You know this is all bad and complaining gets you zero help as their IG walks around with their head up their backside and pretend they care when speaking with you but nothing gets fixed. What's even worse those Vets who gave their best for years suffering in Harms way living in tents, mud and jungles to be told this is a benefit they earned and walk into a Walmart get a better price coupled to an additional 10 or 15% military discount and a Thank you for your service. AAFES on line is NO benefit and an absolute disgrace. We deserve and earned better

I have been waiting for my uniform that I have them sewing on all the patches. It has been 1 month and not a reply on when I can expect the order. I have called them a along with the store they told me it was at. I have been yelled at and belittled but both customer services. I have called them constantly and no one seems to know where my order is.

I had bought something for my wife and the package either didn't come here or never delivered. They don't even try to help me. They made me pay for it regardless! Wow. God bless America so happy I kept scamming people like this safe. This company should be ashamed of themselves.

Do not buy any pre-orders from them if you want to have them the day or within a few days of release. I pre-ordered XBOX series x and i was told multiple times i would have itbon release day 11/10/20. They waited until tonight 11/9/20 to notify me that i would not be receiving my pre-order due to slow parcel service even everything else i order is just fine. Its them who failed to get products to ship even though they had almost 2 months to get stuff ready to ship. Also notified ps5 will not make it by launch day. If im lucky i will get it by next week. Will not order pre-orders from them again.

I began the account registration process in December 2019 and here we are 9 months later in September 2020 and I still can't get an account, even though I qualify for one. I have made phone calls and sent emails and mailed letters and I still can't get an account. I have involved my US Representative and I still can't get an account. They rely on DEERS to verify your eligibility and, if DEERS has inaccurate records, they can't fix them and you will spend an eternity being passed around by these people and chasing your tail and jumping through hoops, only to find several months have passed by and and you still can't get an account. In fact, I was just told by the BCNC (Navy) that the records correction process will take "up to 18 months" more. So, I give up... primarily because I don't think the Online Exchange is going to be that much of a benefit and it's definitely not worth the hassle I'm getting. I'm not sure their prices are all that great, that there are any real savings, and that their customer service (and returns process) is going to provide any better service than what I have already experienced, which is somewhere between incompetent and non-existent.

I bought a computer desk, TV, wireless Beats by Dre, a mini laptop and a regular size laptop. Of all of these, the ONLY thing that I have been satisfied with is the computer desk. Wireless beats stopped working after 2 months, mini laptop - TRASH... Regular laptop - TRASH, won't even load a normal website without freezing and crashing straight out of the box. Contacted customer service to try to exchange it or get my $ back and they couldn't care less, told me to call the manufacturer to see if they'll fix it. Way to go! Nice way to serve your active duty and vets with worthless trash and rude management.

I purchased a simple, basic toaster from AAFES. Upon opening, I noticed brown stains on the outer coating, as well as a burning smell while being used which never subsided. The appliance had been repackaged at one of their warehouses and resold. How they get away with sending used goods labeled as brand new, I'll never know.

The free shipping option with the Star Card isn't worth it.

Have purchased from them once. Won't ever do it again. Bought an item and paid for premium delivery service. Didn't receive it. Took two weeks and 3 phone calls to get it credited back off my card. Waited two weeks for another item to arrive website said was in stock so just cancelled (same phone call as above). They charged me anyway. Took more than a month and 6 calls/2 emails to get charge removed. Been 4 months and still trying to get Military Star payments straightened out. STAY AWAY!