I ordered some items online on aeropostale.com on 23rd September 2012
(Order number: 7185342769) and at check out the charges were as follows;
Subtotal = $192.86
International handling = $62..34 (which I felt was on the high side)
shipping = $12
Total = $267.20
I received confirmation of the said order via email on 23rd September 2012 from aeropostale and in it the charges were summarized as follows:
subtotal = $192.86
shipping = $12
Inexplicably the total was still given as ; $267.20 even though it should have been $233.09
I received a shipping notification via e-mail 2 days later on 25th September 2012 and once again the charges were an exact match as that of the order confirmation expressed above.
Due to the discrepancy between the amount charged to my credit card and the billing of the order received from Aeropostale, I went to their website and read up their "FAQs". It was there that I read with regards to tax and duties in Canada, quote ;"Please note: The Estimated Tax amount displayed during checkout is an estimate of the duties and taxes applicable to your order. This amount may vary slightly from the actual amount of taxes and duties payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.
The actual amount of taxes and duties payable in connection with your order will appear in your Order Confirmation email."
Due to fact to the huge discrepancy ($34.11)between the amount charged at checkout and that in my order confirmation e-mail, I wrote to Aeropostale's customer service and explained the situation asking them to refund the excess amount charged.
Till date, I am yet to receive a response from them, even though I received and completed (via e-mail) a survey from Aeropostale on 27th Sept ember 2012 which asked me to basically acknowledge that I had sent a complaint to them and to rate
the response received to the said complaint.
And despite the fact that I let them know in no uncertain terms that I never received any response (negative or positive) and that I was very dissatisfied with their customer service department, I am still yet to hear back from them and they are even yet to send an acknowledgement of receipt of the said complaint.
I think it is also important to note that this is the second time this happened; the first time was in August 2012 when the total amount at checkout was $53.56, whilst the total amount based on the figures provided in the order confirmation e-mail came to $48.24.And though I also complained about the discrepancy at that time, they (Aeropostale) could not provide an acceptable explanation for the discrepancy and I only let that go because of the relatively small amount involved.