Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Applied for Military Star Card on or about October 24th 2023. As of today's date 21 December 2023 I still have not received my card however I have a balance. NUMEROUS calls were made and the exchange keeps telling me they are checking on it. Where is the card? What is my account? Who has been using it?

  Business Response

  Date: 12/27/2023

  I do apologize that you have been having this experience. However, I work at the Offutt AFB Exchange and do not have anything to do with the Military Star Card accounts or administration. I would refer you to our customer service department for a resolution on this issue. They can be reached at ************** or ***********************

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** has been unable to credit my military star card for the amount of $200 for over four weeks now. I was charged $1,599 instead of $1,399 for an Apple Studio Display 27" in standard glass. The order was placed on 20 Oct 2023 and delivered on 25 Oct 2023. Attached is my invoice showing product costing $1,399.00 and my statement showing a charge of $1,599.00 instead.
  
  I contacted three different managers since early Nov 2023 and was told to give them 5-7 business days. Apparently, the issue needed to be resolved by their IT department.
  
  Attached is also an email from their fraud department advising me on 18 Nov 2023 to give them 5 to 7 business days for credit to be reflected on my account. It is now 29 Nov 2023 and still no credit has been applied. I am requesting they credit my account for having billed me $200 in excess and to stop telling me another 5 to 7 business days each time i contact them.
  
  vr
  Maj MP

  Customer Answer

  Date: 12/13/2023

  Credit of $199 was applied by merchant after 4 weeks and having submitted a BBB complaint. 

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sir/Ma'am, On 12 November I ordered 12 items of ****** Jewelry from AAFES. At the time there was a sale going on and it included an additional 15% off if I used my MilitaryStar Credit Card which I did. I ordered this jewelry because I was taking my family to ****** on 21 Nov for the Thanksgiving holiday and I wanted the girls and women in my family to be able to wear the Jewelry to a special Thanksgiving dinner that I organized over 6 months ago. Shortly after ordering I got a confirmation of the order and that a shipping label had been made. I received a shipping label for two items the following Wed. Then on that Thursday, four days before we were to fly out, I received a message from AAFES stating that my order was cancelled because it was out of stock. So they cancelled ten pieces of jewelry five days after my order was placed. At this point it was too late to order anything else in time for the trip. I called AAFES and the CS agent was nice, she explained that there was nothing she could do and suggested that I complain through the AAFES website which I did. This time I received a cut and paste message which essentially disclaimed any errors AAFES made. This time, it was suggested that the pricing was incorrect on the items and not that they were out of stock. There was no other information provided other than the disclaimer. Either way, I would like my original order filled. I can understand one or two mispricings or out of stock errors, but ten is hard to overlook. Order number: **********

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12, 2023 I started my adventure of trying to buy two TwinXL ******-Pedic mattresses. I was specifically using AAFES' brand credit card for a 15% off your first purchase promotion. Over and over my card has problems. E-Commerce (their online ordering, **************.com) started by blaming the issue on their new system and to try again. The thing is, every time it fails, I have to wait for the pending authorization to drop off the card or I would be over limit and it would be declined anyway. After 5 failed attempts, a manager sought to blame me and that I must not have the credit limits. My rebuttal was to screenshot my credit card pages to call her on her nonsense. Over, and over, and over the management's only solution is to try again. I have confirmed with their Risk department that there is nothing flagging me. I have confirmed with *** **** (their brand credit card) that there is nothing wrong with my account. It is AAFES' system and they refuse to provide any real solution. I have told them that I'm only after that 15% because its a large purchase and if they would discount the purchase by 15% I would just pay with a card that does work. After all, it is their brand credit card that is being the problem! Today is 21-November 2023 and there is still not a resolution. I have heard this before... but I have literally never had a company make it so difficult to pay them.

  Business Response

  Date: 12/15/2023

  My name is ****** *******e, and I am the Exchange General Manager at the Offutt AFB in Nebraska. I will reach out to the complainant for more details so I can better understand the situation. I will also contact our headquarters team in charge of our Ecommerce site and find out why this customers card is not being processed properly. As I oversee retail facilities on the Offutt Air Force Base, I am not sure why this complaint is being filed against my facilities. I do not see a mention of any of my stores or staff in the customer's complaint, it appears to be an issue with our team at headquarters. They really should have handled this faster and solved this problem for this customer. I will take this upon myself to solve and ensure this customer receives the merchandise he is ordering.

  Customer Answer

  Date: 01/10/2024

  As of 10-January 2024, I have still not received my order.  I do apologize to the gentleman that received the complaint, as it is directed at the E-Commerce team and not a physical store.

  I worked with a manager who agreed to discount the order 10% so it would go below the $8,200 Mil Star credit Card ceiling and I used a new card to pay for it.  This was not my ideal situation as I lost out on 5% of the promotion that I had bought these mattresses under.  5% of $8,200 = $410.  I took the loss because I had been waiting so long for resolution.

  The order allegedly shipped 08-December-2023... and I have STILL not received my order.  I have been unsuccessful in reaching out to a manager again to get an update and the shipping company just replies that its not here yet.  

  We are now over 3 months into this purchase.  What makes it worse is it is not just the mattresses I am waiting on.  I am still waiting on my socks to get here that were on an original order.  The socks are not as important, obviously... but it goes to show how terrible the processes at AAFES is.

• Initial Complaint

  Date:06/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 4, 2022, I placed an order with AAFES/Military Exchange for furniture including a mattress that I paid $1,049 for. The furniture arrived. The mattress did not. Despite several attempts to contact this company to initiate a refund, I have been promised many times over that the refund would be initiated but I have yet to receive a penny back. This mattress was charged to our military star card and continues to accrue interest charges to this day. We are super disappointed that this company could care less about refunding us for an item that we never received. Please do the right thing by this veteran family you proclaim to respect and honor and give us our FULL refund.