{"id":52659,"date":"2014-11-13T21:40:50","date_gmt":"2014-11-13T21:40:50","guid":{"rendered":"https:\/\/one.sightlinemg.com\/navytimes\/uncategorized\/2014\/11\/13\/aafes-website-frustrates-customers\/"},"modified":"2026-08-08T08:34:45","modified_gmt":"2026-08-08T08:34:45","slug":"aafes-website-frustrates-customers","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/navytimes\/management\/pay-benefits\/military-benefits\/2014\/11\/13\/aafes-website-frustrates-customers\/","title":{"rendered":"AAFES website frustrates customers"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Scores of shoppers are complaining about the Army and Air Force Exchange Service&#8217;s new website, <a href=\"http:\/\/shopmyexchange.com\" title=\"http:\/\/shopmyexchange.com\/\">shopmyexchange.com<\/a>, which launched unofficially in late September.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On the exchange&#8217;s Facebook page, more than 100 complaints have been posted citing a wide range of problems: credit cards being charged but items not being shipped; inability to place orders; rejection of all forms of payment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Some customers say they can&#8217;t get information about orders already placed. Others say many items listed as being out of stock and there are price discrepancies.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A number of customers post that they&#8217;ve been put on hold with customer service for 30 minutes or more without getting their issue resolved. Some have had to reset their passwords frequently.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Any authorized shopper from any branch of service, including active duty, retirees, reservists and their families, can shop on the website.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;I have been trying for over a week to order. It won&#8217;t let me add ANYTHING into my cart,&#8221; posted Carla Vargas on Nov. 11. &#8220;I have tried on 4 different devices (2 computers, smart phone and Kindle) and it won&#8217;t do it on any of them. Can&#8217;t chat online, no one answers the phone at customer services??!!&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Put up the old web site until you get the new one working,&#8221; posted Charles Dutton Sr. Nov. 8.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Another service member wrote about his frustration trying to order uniform items. &#8220;I wanted to order a ready-to-wear ABU. First, I couldn&#8217;t order my size of trousers; it just wasn&#8217;t there at all,&#8221; posted Don Bugg on Nov. 3.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When Bugg tried to order two occupational badges, he couldn&#8217;t get confirmation about which badge would be sewn on top, to make sure they&#8217;d be in the right order. He had an online chat with customer service, but the representative couldn&#8217;t answer his questions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;Does anyone else find it weird that AAFES is telling me they can&#8217;t give any answers on military clothing?&#8221; Bugg wrote. &#8220;Aren&#8217;t they always telling us to buy our uniforms from them and no one else?&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AAFES is actively engaged in trying to fix the problems, spokesman Judd Anstey said. It is working with its third-party call center and e-commerce platform provider to address technical and operational issues, and the call center is hiring dozens of additional customer service agents &#8220;to promptly address issues, questions and concerns by telephone and chat,&#8221; he said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the meantime, any additional customer concerns can be emailed to customerservice@shopmyexchange.com, he said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AAFES &#8220;deeply regrets any aggravation caused by the transition to a new site and call center,&#8221; Anstey said. &#8220;The organization is confident that once implement is complete, [AAFES] will be positioned to offer a superior online and customer service experience for its valued shoppers.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The new website was launched quietly in September with no fanfare as officials sought to identify any issues before scheduling an official launch.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Navy Exchange Service Command announced Sept. 3 that it had launched its new, upgraded Web store at mynavyexchange.com, making it easier to search and adding more items and brands.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That Navy shopping site has had few complaints \u2014 and one was about a link on the AAFES website.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AAFES and Navy Exchange officials chose the same company, Speed Commerce, for its e-commerce platforms. In the case of Navy Exchange, the work involved upgrading and enhancing the platform; AAFES has been involved in a more extensive revamping.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On the AAFES Facebook page, employees have been responding to many of the complaints \u2014 with apologies and offers to try and resolve complaints by forwarding them through channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">cut for sapce: Customers can contact their credit card company to dispute charges, following procedures established by that company, when items have not been received.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Amid the website tumult, AAFES officials are seeking a policy change to expand online exchange shopping privileges to all honorably discharged veterans. That request is pending with Defense Department officials.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But AAFES may be losing customers. One customer posted: &#8220;While I regularly shop local exchanges I had never previously ordered anything from the site. Given this experience, it appears it is likely to be the first and the last time.&#8221;<\/p>\n\n\n\n<a name=\"CursorPositionMarker\"><\/a>\n\n\n\n<a name=\"CursorPositionMarker\"><\/a>\n","protected":false},"excerpt":{"rendered":"<p>New Army and Air Force Exchange Service website causing problems for 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