Army and Air Force Exchange Service Corporate Office - Corporate Office HQ

Army and Air Force Exchange Service Corporate Office

How would you rate your experience with Army and Air Force Exchange Service ?

[Total: 21    Average: 2/5]

Army and Air Force Exchange Service Corporate Office Address

Army and Air Force Exchange Service
3911 S. Walton Walker Blvd.
Dallas, Texas 75236

Contact Army and Air Force Exchange Service

Phone Number: (214) 312-2011
Fax Number: (214) 312-3000
Email: Email Army and Air Force Exchange Service

Army and Air Force Exchange Service Facts

Date Founded: 1895
Founding Location: Vancouver, Washington
Number of Employees: 35000

Army and Air Force Exchange Service Executives

CEO: Thomas C. Shull
CFO: Jim Jordan
COO: Michael P. Howard

Army and Air Force Exchange Service History

Army and Air Force Exchange Service (AAFES) is an agency of the United States Department of Defense (DoD). Its dual missions are to provide quality merchandise and necessary services and convenience to customers at uniform low prices, and to generate earnings to supplement funds in support of United States Army and Air Force Morale, Welfare, and Recreation (MWR) programs.

The Exchange returns about two-thirds of its earnings back to its customer base through MWR programs. The Exchange funds 98% of its own operating budget, with the remaining 2% coming from the Department of Defense.

The Exchange runs more than 3,700 facilities, including base exchanges, at US Army and Air Force bases in more than 30 countries, all 50 U.S. states, and five U.S. territories. The Exchange serves active-duty military personnel, reservists, retirees, and their family members.

The Exchange had revenue of over $10 billion in 2011. Starting Veterans Day, Nov. 11, 2017, military exchanges will offer online exchange shopping privileges to an estimated 18.5 million honorably discharged veterans.

Army and Air Force Exchange Service FAQs

Question 1: What is the phone number for Army and Air Force Exchange Service?
Answer 1: The phone number for Army and Air Force Exchange Service is (214) 312-2011.

Question 2: Who is the CEO of Army and Air Force Exchange Service?
Answer 2: The CEO of Army and Air Force Exchange Service is Thomas C. Shull.

Question 3: Who founded Army and Air Force Exchange Service?
Answer 3: Army and Air Force Exchange Service was founded by in 1895.

{ 108 comments… read them below or add one }

gerald D Hansen April 13, 2019 at 7:12 pm

I would like to know why the Command and General Staff College food court has two issues. One being that they have for now the past 4 years been waiting to get a Refrigerator Fixed or Replaced and nothing it has been reported several times and nothing happens.

and 2nd there Manager thinks that she can disrespect here staff and nothing will happen and she disobeys the rules and parks where she wants to including Handicap parking spaces.

both of these issues needs to be addressed and soon

Commander for American Legion Post 23
Leavenworth Kansas
as my next contact will be with our Senators


Michael Dallas March 5, 2019 at 3:47 am

Good Morning Sir/Ma’am,
I worked for the AAFES organization ( 3rd January 2015- 29th October 2018). I resigned from Vilseck, Germany. I currently still waiting on my W-2 from this organization. I’ve talked to the HR off in Grafenwhoer, Germany and provided them my current mailing address, on which I was informed that W-2’s will be sent out on 31st January 2019. I’m currently at work now and I’m aware of the time difference to call your office: ( HR Support: 214-312-6190). If there’s anything else to help me expedite this process, please let me know.


Kat sovine June 7, 2019 at 8:20 am

You know you can print it out on your payroll page


David W Shifflett February 4, 2019 at 12:06 pm

I was double charged on my star card while traveling America. Once I returned to Florida. I found that I had been double charged at Tinker AFB. I contacted star card in November about the double billing. I was informed that on the back of the billing statement there is a procedure to correct. I sent in the correspondence as stated on the back of the statement. I followed up in December to be informed that my money had not been credited back yet and that it was being worked – OK. I followed up again in January since my money had not been credited back yet. After talking to the service rep and was not getting any where I asked to speak to there different supervisors. One after the other – all with the same response with out revueing my scenario. After speaking with the other supervisors who gave me the same pat answer. I was informed that I hadn’t been credited my money because I could have went back in and bought the same items again. That makes sense from there stand point – except that the charge was right after the other – not enough time to go back in and get in line to go through the process again. So by the time I reached the third supervisor I asked him if he could make a decision on my case – he informed me he could. He gave me the same pat answer that the previous supervisors with out even looking into my case. I then asked him if I could speak to his supervisor. He informed me that there was no one over him and he couldn’t pass me to any one. I wonder how THOMAS SHULL feels knowing that the supervisors make final decisions for the company without a recourse to their customers. No wonder AAFES is making a higher profit then Walmart or Target as well as Sales doubling when the military are being double charged and making it very difficult to recoup our money while still charging interest if the double charging isn’t paid off.


Jean Bridgman October 25, 2018 at 3:17 pm

I have wasted TWO days dealing with While placing an order yesterday the system would first NOT accept two delivery names/addys/phone#. A customer service rep was working with me. It all of a sudden took all of my daughters information, kicked mine. When I tried putting mine back in, it went to gray screen and has refused to let me back in since. Your Offices/Reps have insisted it is my computer/provider but they are wrong. A friend in Yuma, I am in Tucson, used my information, attempted log in and had the same result. Two log in pages then white screen. I asked to be put through to your IT, was refused. No one can fix. Am I denied privileges now? Will be contacting HQMC to see if they have suggestions. NOT HAPPY!!!


Annoyed Customer September 14, 2018 at 12:42 pm

Your online security verification for chat is absurd. As a customer, you are required to have login credentials to even access the chat feature. Then, you have to enter your first and last name along with your telephone number to begin the chat. When the live agent pops up, they ask you for the very same info “for security purposes.” This is redundant to begin with. Then, they ask for your mailing address, email address, and order number. All four pieces of information, which now borders PII (minus the order number), is requested over a IM board. If you refuse to provide every bit of this PII, they refuse to help you. This is a direct violation of DoDD 5400.11 and should be removed. Further, considering that I have to be logged in to my account to even start the chat, the information you are asking for is already available to me (if I were an unauthorized user) via the profile page. Seriously, your security policy lacks serious logic and is in need of serious review.


Exchange September 15, 2018 at 3:08 pm

We apologize for this frustration. Would you mind sending us an email with your contact information? We are forwarding this information to our e-com team for review.
Thank you
Customer Relations


James Cooley May 30, 2018 at 5:15 pm

I am trying to reach AAFES HR Department in Dallas Texas. I worked in San Antonio Texas for AAFES on Lackland AFB . 281-857-XXXXX


Valerie May 23, 2018 at 2:45 am

We’re being told that the base laundromat will not be reopened because of lack of funds to repair plumbing. Please look into this issue and remedy it for or families!!! Shouldn’t the dryers be on if nothing else? We have many families who wash at home but need dryers. This is a service that the families would like to see fixed. Please, please, please look into this. Location is RAF Alconbury.


Mary March 28, 2018 at 6:21 am

I was very disappointed when I went to the Schofield Barracks PX today. I witnessed unprofessional behavior today while I was shopping. Near the front of the store, I was looking at some Easter items. I heard very loud laughing coming from the check out area. I noticed long lines and those cashiers didn’t move to assist the customers. I later went to their line in order to find out their names (Ive – a Hispanic woman and Yowel – a black woman) If this is the kind of service that I should expect, I would rather go to the NEX where I know will receive good customer service.


Trish Harris/Hobart Johnson May 9, 2018 at 1:04 pm

I just wanted to reach out to someone and vent about your procedures. I’ve recently purchased my father a washer machine. He waited two weeks for the unit. The unit was delivered today with quite a bit of damage on it. The delivery person left it, took the original unit, and told us that after we call Innovel’s customer service they would exchange the damage one for a good one. After speaking with Innovel’s customer service we found that this is not AAFES policy. Instead, Innovel would have to schedule a pickup for the new damaged unit and request that AAFES issue us a refund and then we could purchase another washer machine (and possibly wait another 2-4 weeks). Obviously going without a washer machine was not an option. Innovel was able to get us on the phone with Sear’s delivery. Apparently they are in charge of the actual person who delivered the unit. They had the original installer return to his home with his original washer machine a few hours later. Now the original washer machine is damaged. We were very lucky however because when the delivery company removes an appliance they are to take a permanent marker and mark the appliance as being received. I guess I should be grateful that my dented original washer doesn’t have graffiti on it. I’ve sent the e-mail below hoping to get a credit on the original order. I’m hoping to get my father a fully operational and hopefully damage free washer without waiting too long. We might just have to pay the extra fees to go to Lowes. My point to this email is that my father is an elderly veteran, he’s not able to advocate for himself in cases like this that involves e-mails and tons of phone calls. It was very stressful. I’m a firefighter, I deal with just a little bit of stress from time to time but this process was quite painful. Let me put it out there that every person I spoke with was very polite and helpful. However, the procedures that you put in place does not make it user friendly. Again, luckily my father has an advocate, but for those that do not, this process was very clumsy, confusing and XXXXbersome. It was almost like getting lost in the Veteran’s Affairs process. Is this the way we want to treat our service members, especially our veterans?

I sincerely hope that you re-evaluate your process and streamline things for future customers. Thank you for what you do.


Marie Williams January 19, 2018 at 11:54 am

I have had several issues and I mean several. One or two I can say ok but over 6 in less than 2 months! And then again as of this morning is well Just RIDICULOUS. This one this morning and it’s the main one that is just pissing me off. Order #: 3314601135 ITEM #: 8599077
AVAILABILITY STATUS: In Stock, Ready to ship as of this morning at 8 am, and I’ve really been checking a lot since I started having problems, my alert showed me that this now is out of stock, My phone number is 931 510-XXXXX or 334 446-XXXXX I did speak to some man the other day that The CEO office had to call anyway guess he’s just blowing hot air too. For this keeps happening to me. Promises that I’m getting tired of hearing


Marie Williams January 19, 2018 at 12:03 pm

My house number 334 446XXXXX or 931 510-XXXXX


Karin Kean January 16, 2018 at 1:14 pm

I ordered a recliner sofa and received it damaged. On November 20 2017 I called customer service and asked for a replacement. They charged me for a new couch that was delivered on December 8 2017. At that time they were supposed to pick up the defective one but that didn’t happen. I send claim email with pictures twice called customer service several times talked to a supervisor and haven’t resolved anything. Today is January 16 2018 and I am still waiting. I have a damaged sofa sitting in my living room and got charged for 2 sofas. I just want the sofa picked up and get my refund. How hard is that? Apparently aafes doesn’t care about their customers once they receive the payments. I will not buy anything from them ever again.


TheExchange January 17, 2018 at 3:31 pm

Please email me your contact information and your order number and I will assist you.
Thank you.


Karin Kean January 18, 2018 at 5:40 pm

Where do I need to send the email?


Mark Jennette, MSgt, Retired January 7, 2018 at 11:45 pm

I have totally lost confidence in AAFES online shopping, because there is something terribly wrong with ordering, shipping and receiving. I placed several orders just after Christmas 2017, and with each order received a confirmation email that my items were “in stock and ready to ship.” I’m referring to the following orders:

Order Date
3312194036 27 Dec 2017
3312364542 29 Dec 2017
3313316570 02 Jan 2018
3313614058 03 Jan 2018

I repeat, all items in each of my orders above was confirmed “On hand and ready to ship”, but apparently this means nothing for me the customer. I have spoken to customer service, Sandy @ 13:20 hours, on 05 Jan 2018, and Janice @ 21:00 hours, on 07 Jan 2018 about items missing from my orders and items never sent. Each time all they can do is apologize for the poor service that AAFES has given me, and say they will file a “Lost merchandise claim.”

In order 3312194036 I was shorted the following three items:
2 of item 7803032, Everstar Lighted Glittering Mesh Moose
1 of item 8392031, Puleo 48in Tinsel Santa with White Lights

In order 3312364542 I was shorted the following items:
2 of item 8392041, Gemmy Sparkle Crystal Splendor Buck

In order 3313316570 I was shorted the following items:
3 of item 8392042, Gemmy Sparkle Crystal Splendor Doe
5 of item 8412430, Kurt S. Adler 50 Red Lights in a tube

In order 3313614058 I was shorted the following items:
3 of item 4791651, Everstar 60 Ct. LED Mini Light Set Warm White
8 of item 7213208, Everstar Battery Operated 20 Ct. LED Incandescent-Style Lights. 2 of this item has supposedly been shipped by USPS from Alaska.

It disappoints me that AAFES personnel and computers cannot keep up with inventory, sales and shipping, and that AAFES over sales items so often, and then all they can say is oop’s, and expect customer satisfaction. On a scale of 1 to 10, at this time I can only give AAFES a rating of two or three on the unsatisfactory end of the scale, because this isn’t the first time this has happened to me.

I would not have ordered some of these items had I known my order would not be completed.


TheExchange January 17, 2018 at 3:37 pm

I’m very sorry for your unsatisfying experience so far. Please email me your contact information and I will assist you.
Thank you.


Gregory Neal February 17, 2018 at 9:35 pm

Hi received an item that was damaged and I am waiting for my item to be returned. I have called multiple times and have been told that it will be awhile. I have also sent pictures to the claims department and have heard nothing back. It has been six weeks. I shouldn’t have to wait six weeks for my item to be picked up and receive a refund.


Washaen Moultrie January 5, 2018 at 4:17 pm

I was just checking online to see if I was the only individual having issues with AAFES. I made the mistake of purchasing a hugely expensive television from the Exchange because it was the cheapest I seen around. That was a mistake. I was very understanding of some delays with the purchase and delivery though the site said about two weeks. The deal was about 600 cheaper than anything else. After two weeks I called customer service, they told me it would be 2 to 5 days to find out about the status. I called on the fourth day and and the lady was a little rude yelling at me about giving her the wrong order number where I accidentally gave her the shipping. I am fortunately on meds so my depression didn’t kick in. She said they left a note that it would be 2 to five days. She said AAFES would gain call me in 2 to 5 days or the delivery company would call me. The delivery company info popped up when I followed up online and showed a estimated delivery. When I booked the tv delivery the called me a few days out and just said my tv isn’t coming on the date I scheduled because they don’t have it. This is now over a month after I ordered the tv. I followed the tracking before this and knew either they lost it or misplaced it. I wrote a note to the customer service for info since the phone operators weren’t helpful and it fell on deaf ears. Finally, my tv arrived and I left it where the delivery guys dropped it off. Amazon delivery men come and we open the tv for installation and it is cracked. I the reach out to AAFES to find out about returning it. I had zero desire for a long product exchange. This agent was a lot more helpful and tells me to take pics and where to mail the claim which I did. After a week with no confirmation about the receipt of my pics, like a automated note or customer service telling they received them, I called customer service. This is month two of my initial purchase. I called to find out the status and customer service in a polite manner told me that I had to understand that it’s a small department and I had to just wait my turn. This is 3000 dollars of my money floating around waiting. I don’t know if you guys are in receipt of my pics it’s been over TWO months. I mean Target, Amazon, Wal-Mart or Best Buy would NEVER do this. This is supposed to be veterans friendly but never again. If anyone can give me a specific reassurance because 3000 is 3000, I could sleep at night and not have my doctor at the VA up my meds. Thank you.


TheExchange January 17, 2018 at 3:38 pm

I’m very sorry to hear about your experience. Please email me your contact information and your order number and I will assist you.
Thank you.


James Green January 4, 2018 at 10:50 am

The online staff is the most incompetent group ever! I’m sending a separate letter to the CEO. Back in May I called customer service and asked about charges on my credit card saying I made purchases in April which I didn’t. The cs rep told me she’s been getting calls all day for the same thing from others. She said she can’t help me I have to dispute it with my credit card company which I did. The staff at the exchange put a freeze on my account so I can’t make any purchases online but didn’t tell me so when I spent 2 hours shopping and ready to checkout the transaction wouldn’t go through. After trying numerous times and calling customer service, they have no idea what’s going on or why I can’t make a purchase. They don’t have enough training to see that my account is frozen, but tell me a lot of stupid stuff like I need to change my address and it will work fine, or it’s not them it’s my bank that’s the problem which is a lie because I tried to make purchases from 3 different banks, Citibank, wellsfargo, and suntrust using mastercard and visa. Nothing went through. I tried again a few months later wasting yet again hours of my time and nothing would go through. Just an error message saying my credit card or debit card can’t be authorized. I called customer service again, and again, and again, and no one knew what was going on. I myself had to tell them I think they put a freeze on my account and needed a manager involved. After transferring me around they said my account was frozen and admitted they never told me about it but promised the issue was fixed and I can continue shopping. Surprise, nothing was fixed. I tried to do black Friday shopping and nothing went through. I called and they put notes in the system saying everything is fine and they will personally fix the problem, then nothing got fixed. I called 1 last time after black Friday, got rude lady but she said she will personally fix it as well, but the person who has to make the adjustment was off, but she will resolved the issue and notate my account, surprise, I still have no access to make purchases. The completely incompetent staff never told me they froze my account, the customer service staff had no idea how to read the account to see what was going on, and the few people that allegedly could fix the problem did nothing. They should all be fired and I will send a nasty letter to the CEO. I lost out on several really good purchases in 2017 for dozens of items for hundreds of dollars, but of course they don’t care and it’s too late now anyway.


TheExchange January 17, 2018 at 3:43 pm

Mr. Green, I am terribly sorry for the frustration you have experienced. Please email me your contact information at theExchange@ and I will assist. Thank you.


Jim Donovan January 2, 2018 at 8:04 am

PI** POOR service, customer relations, no business ethics.

Placed an order on 23 Nov 2017. Noticed wrong size shipped contacted AAFES via chat and email on the 25th . On the AAFES Chat w/ Gay, also sent an email requesting a follow up from AAFES, I was told that when delivered the item should be refused and when received by the shipper I would receive a refund, the item was refused on the 27th. Package received at AAFES on the 29th of Nov.
No contact from AAFES to date… contacted AAFES on 14 Dec again on 19 Dec 2017. No contact by or from AAFES. No refund of the monies paid for the order.

DO WHAT I DID, FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU by way of the BBB website, location Dallas the corporate office. Enough complaints maybe AAFES will get their bleep together !!


TheExchange January 17, 2018 at 3:44 pm

Mr. Donovan,
I am sorry to hear about your experience. Can you email me at socialmedia@ with your order number so that we can look into this?


Rick B December 22, 2017 at 11:34 pm

The management of AAFES must be replaced. A culture of non-customer service and non-responsiveness has grown. Tori did not get her Christmas presents because of this gross lack of reliability and responsiveness. I’m sure a lot of other people are in the same situation. I ordered Christmas presents under the guise of the banner on the Exchange front page which said “Delivery guaranteed by Christmas!” and I ordered on December 18, a week before Christmas. Today the order had still not shipped. Why???? Do they think that we don’t really need or deserve to get our Christmas gifts before Christmas? I called twice. The first time they hung up before I could say a word. The next time I was told that the order had been sent to the “vendor.” Do I care about a vendor? No! I ordered my presents from the Exchange, and it is their responsibility. But they think they can pass the buck to a “vendor.” No you can’t. We need to clear out the top executives and get people in there that know how to run an organization that is responsive to their customers. This place is a joke right now. I ordered a new MacBook a year ago from them and it took over a month to get it. Why did I think that they were actually capable of getting a Christmas gift to someone prior to Christmas? Silly me. I won’t make the same mistake again, but Shull and the rest of the bozos at top that allow this sort of thing to be routine rather than an aberration have to go. Now.


the Exchange December 26, 2017 at 9:47 pm

I’m sorry to hear about your experience. Could you please send an email to socialmedia@ with your order number so that we can look into this?


shawn williams December 19, 2017 at 12:34 pm

It’s crazy! I ordered several items lately and several has not come, or come in empty package, or still waiting to be processed.. Now I’m told on one order by a CSM which I did get copies of the transcript.. ON back order. well on the ordering page Axe Men’s Apollo Gift Set
Item #: 8617484

Write a review . This action will open a modal dialog.
Your Price : $9.99
This Axe Male Giftbox Set includes: 4 oz. Apollo Body Spray, 16 oz. Apollo Shower Gel, 2.7 oz. Apollo Invisible Solid and 1 oz. YOU Body Spray. … Read more »

In Stock, Ready to ship
Add to Cart _______——–not back ordered. So still waiting. Affes is getting bad it’s a shame walmart is better


the Exchange December 26, 2017 at 9:49 pm

Can you please send your order number in email to socialmedia@ so that we can look into it?


Christopher Ray December 13, 2017 at 1:06 pm

I recently placed an order from and it was sent to fulfiller, I later was not able to cancel order because it wouldn’t show up in time to be used, I was told to wait for it to come in and return it to an exchange store or decline acceptance of product. Seriously? Why can I not cancel an order before it even gets shipped, not hard, type cancel, get on the phone call whoever needs to be called and get it canceled and refunded, amazon at least gives that option to cancel before it ships. The way I see it, I’ll stick to Amazon and Walmart for my online shopping, AAFES has gone down hill since I remember it when I was younger. Ridiculous, and there are not hardly any products I’m specifically looking for, I had more variety on Walmart, Amazon, and even Toys R Us had more selection for what I was looking for to do my Christmas shopping, and for children’s sizes, my step son is in a 12/14 or a 14 and there aren’t hardly any clothing articles offered online for that says let alone underwear, plus there is no sizing chart found anywhere to determine if I need a S, M, L, XL for youth sizes. Seriously doubting AAFES is a competitor with stores like Walmart or Amazon.


EXCHANGE December 15, 2017 at 8:04 am

Mr. Ray … we apologize your experience was frustrating with the Exchange Online Store. If you could private message us on Facebook ( with your order number – and the text above – we would like to elevate your feedback to upper management for review and response. Thank you for your comments; we want to hear from our customers. We want to use feedback for learning, training, and improving.


Kenny Whitley August 31, 2017 at 10:21 am

Placed an order for a TV and separate extended warranty six days ago. The warranty posted to my credit card but the TV never showed up on the card. The order status shows as sent to fulfiller. I tried to use the on-line chat feature to find out what happened, and AFTER filling out the drop-down got a window saying that function was being improved and thus was not available. Why not just say that before having the customer enter all the info? So, I then tried calling in and got a recording to the effect that all agents were busy, just contineue to hold. So I listened to your music for 20 minutes before giving up. Does this sound like a competent, competitive business to you? Are you competent? How do things like this happen and what systemic fixes are you going to make?


Paula Barnes July 24, 2017 at 2:11 pm

The PX at Ft. Lee Virginia is the worst run store in the system. I do not know what the manager does all day but he/she is never on the floor. This morning I went to the store to purchase an iPad, and stood in the electronics department for 15 minutes before anyone asked if I needed assistance. When the employee finally appeared she could not answer any of my questions and told me to go to the Apple store. I am going to drive to Norfolk NEX from now on. At least, I know I will get good customer service with a smile.


Marcus Downey August 6, 2017 at 2:17 am

Without any actual context to how your encounter went with the employees, your statement doesn’t really have any credibility. Seems like you just stood there expecting employees to kiss your a** or something. You know, if I needed help, I’d flag down an employee rather than waiting an entire 15 minutes for someone to talk to me.

Second, in concerns to Apple products, AAFES is a re-seller for the items, not support. The only thing they can do is SELL you the product and give advice, that’s it.


Carson Folley July 8, 2017 at 10:39 pm

I’ve recently visited the Fort Sam Houston Exchange in San Antonio and was severely let down at the service they provided to me. I went over to the Powerzone or electronics department and wanted information on a specific product that was in-stock. Not only did the sales associates there not now anything about the item, now I’m wondering whether they knew anything about their own products, but they directed me to someone that doesn’t even work in same department.

Also, there was no manager to be seen anywhere in the store. I asked around and was directed towards their offices and waited there for roughly 20-30 minutes just to leave because I couldn’t contact a manager.

Looking at the previous comments here, looks like the chain itself just sucks in general.


EMORY June 9, 2017 at 9:04 am






floyd tucker February 22, 2017 at 9:06 pm

i started working in 1955 (full time) at fort knox,ky ,bunner hill afb in in. and fort harrison in full time came back to fort knox part time ,,i work about 20 years total or more pay in retirement and i would like to know how i can get it now ..i call some one and they said they let me know ,but no one has called,, would like to know how to get it


Emmett Louis February 10, 2017 at 8:08 pm


I just moved from Fort Drum to Fort Lee. I have never seen a poorly run exchange and food court. It is pretty sad that when I go to subway today at 1930 get told that they are closed. Even with a hours of operation sign sitting right there on the walk saying 2000. So I called the food court and ask the person on the phone what time they close and they said 2000. So I asked then why am I sitting in your food court being told that you are closed. Your Motto is you are everywhere I am is B.S. if you do not want to money then close the store for good. Also I have been in your BK and watch your employees fight in front of other customers. Maybe something you might not want to do. Also the same subway at the main PX I saw employees sitting on the tables where they make the food. I see you are not making enough money to buy chairs. Also at the Charles there are people fight in front of customers as well. I mean what the hell is the GM Reda going to do about it. Because it seem to me she failed. I know for a fact that you are losing a lot of business because everyone goes off post to eat because the service is better and oh yeah the food taste is better. You are only making money from the AIT soldiers that are stuck to the base. All I can say is I expect better and every real soldier that already knows how good the exchange is wants better here at Fort Lee. So shack up your management because they are failing at these places. The good spots are the ordnance troop store, the Arby’s, Starbucks, Pizza Hut ( but could use 10 more minutes of cleaning), Pxtra troop store. MCS, and the the barber on the ordnance side. Right now fort lee get a -4 stars.


Sam Lucero December 21, 2016 at 3:05 pm

I’m very sad to say that I will not be shopping at the bx exchange in albuquerque,nm due to a employee who no longer works there. I was informed that a employee who worked there over 30 years in the video dept. resigned last week. I’ve talked to that individual with my needs in the electronic dept. and on a personal issues. She was telling just a few weeks ago how stressed out she was due to Mr. Copper the store manager. He was watching her every move from coming in, helping customers and this was on camera. She even told me she was working on something and he thought she was using her brothers account there and she asked me if someone in that position is aloud to go into someone else star account because I retired working in the Human Services dept. for the state. She also informed me that before moving into the new store Mr. Copper approached her and was touching her with his finger on her chest. I told her that she should of called the MP but she was afraid to lose her job. She feels he is a racist and was out to get her. Well it looks like Mr. Copper got what he wanted. Is this how AAFES treats there employees who have been there that long. I hope she files a case againist you guys.


Green November 29, 2016 at 8:54 pm

have visited several MetroPCS stores. The headquarters store in Mesquite, Texas as well as some other headquarter stores do not have any blacks on staff. There were at least 12 employees including mgmt and no black employees. Yet during my 40 minute visit, there were at least 7 black customers. I encourage black/African Americans to refrain from doing business with companies that do not hire them.


Brandi Dunlap November 29, 2016 at 4:25 pm

I would not recommend buying anything for AAFES. I purchased a television on 11 Nov 2016. I still have not received it. First they charged me for it and then ran my card again to charge me an extra $700.00 dollars. I had to contact them to get my money back said some how the system charged me regular price. So my delivery date kept changing. Finally it stayed at 23 Nov. That day came and went. I contacted AAFES and they told me they could not look up shipping so I had to call Corporate. I contacted them and I am still waiting on a call back. I contacted the shipping people and apparently AAFES put in the wrong telephone number so they was going to keep the television. They had not tried to deliver or anything. I contacted corporate again 28 Nov. They gave me the number to the delivery people and as I talked about how bad of customer service this was they called the company for me. then told me that my television would be delivered 28 or 29 Nov. I just checked and now the tracking says it will be delivered 2 Dec. I am so sick of people saying sorry. If they were really sorry I feel like they would do something about this. I could of went and purchased a television on black Friday and would have it by now. I told them this is not worth saving tax. I pay for good service and next time I will be ordering from somewhere else. I thought corporate was suppose to fix issues I guess not. Hopefully I will have my television before Christmas. Just my luck when I do receive it something will be wrong with it and then that will be a another story.


Judith Baker November 21, 2016 at 3:57 pm

Here is a copy of the e-mail I just sent to corporate

I am writing to express my extreme dissatisfaction with a recent purchase. Here is a time line of events.

November 10, 2016 – we purchased:
1. The “Signature Design by Ashley Ledelle 5 pc. Bedroom Set, ITEM #: 6322344 in the King size, cost $3279.00
2. An additional “Signature Design by Ashley Ledelle Nightstand, ITEM #: 6322616 cost $439.00
3. Signature Design by Ashley Ledelle Upholstered Bench, ITEM #: 6322620, Cost $279.00

Included in this order the based on the Exchange website is the following services which I have copied and pasted here for reference.
“Service includes 2 person delivery, inside placement up to two flights of stairs, unpacking, debris removal, and set-up limited to 15 minutes (and no usage of tools). Upon delivery, please inspect the packaging prior to accepting the merchandise. In the rare instance the packaging has been damaged, please refuse delivery and ensure the driver notates the damages on the shipping doXXXXents.”

November 16, 2017 – I came home from work to find my husband setting up the furniture. I asked him where are “the guys” and informed him they were supposed unpack everything and remove the packing. My husband explained to me when he discussed this with the Ashley Home Delivery team their response was “they don’t do that.”

After my husband unpacked everything we noticed the 5-drawer chest and 3-drawer nightstand that came with the 5 piece set; and the additional 3-drawer nightstand we purchased came damaged. The delivery men were already gone.
• The upper right left hand corner of the 5-drawer chest appears to have been smashed as if it titled and crashed into something;
• The upper-left side of the one of two, 3-drawer nightstands has a large scratch in the wood; and
• The marble top on the 2nd of two, 3-drawer nightstands is cracked and appears to have been dropped from a significant distance considering how well these items are packed.

I immediately contacted the number on the Ashley Delivery Shipping Manifest and explained my situation to the customer service representative. She said she had to defer it to another department. I have yet to hear anything back from them.
I further contacted the Exchange 24 hour Customer Service Number (800-527-2345) and explained all that had happened. The lady I spoke to took the information and provided me with the Headquarters Customer Experience phone number (800-527-6790).

November 17, 2016 – I contacted the Customer Experience phone number (800-527-6790) first thing in the morning and left a message with my concerns and call back information. By noon I had not heard from anyone so I called the Customer Service Number (800-527-2345) where it was then explained to me that it would take 7-10 days to process my return and I would have to re-order the items that were damaged. I was informed my account would be credited for the items that are being returned. When I informed the customer service representative that this was supposed to be unpacked she said they don’t do that. When I informed her again that it is on the website she was silent.

I then made a second attempt to contact the Customer Experience phone number (800-527-6790) and left another message. By late afternoon I was honestly livid that the Headquarters Customer Experience Department has not bothered to call me back and I left a 3rd message. This department has not called me to date. At this point I had already resolved that I will need to escalate this matter to someone of higher authority.
November 18, 2016 – it occurred to me that the two pieces of furniture that were part of the bedroom set will cost more if I order them individually so I yet again called the 24 hour Customer Service Number (800-527-2345) and explained this to the representative. She put me on hold and got clarification from a supervisor and placed in the order historical notes that my original price would be honored. She also shared that my refund had been processed.

November 21, 2016 – I noticed the return had been credited to my account and called the 24 hour Customer Service Number (800-527-2345) to place an order for the damaged furniture. I had a hard time getting the representative to understand what I was explaining. She asked if she could put me on hold to clarify what had been credited. After about 25 minutes she came back to inform me that only the two nights stands had been credited to my account and there is no credit for the 5-drawer chest being processed. When I lost it she said “don’t you want to go ahead and order the night stands anyway and you can order the chest later.” I then said can I just talk to a supervisor. She put a woman named Zoe on the phone and I explained all of this to her. She seemed to understand my dilemma and why I am extremely dissatisfied with my shopping experience. She asked me if I would be willing to let her troubleshoot the issue which she is presently working on and communicating regularly with me. This entire call took 49 Minutes! I wish I had got that kind of care on my first call.

Between my husband and I (both veterans) we have over 60 years of military service so I expect more from the company that services military patrons. I would like to know why no one gives the correct information, why Ashley damaged the furniture and did not honor the services they are contracted to perform for the Exchange. I would like to know why I have to keep reordering items when this is YOUR company’s mistake. I can’t be the first customer this has ever happened to.

I just thought you should know you have some serious issues with your delivery services and your customer support. I have had a refrigerator delivered from Sears that I purchased on-line, and hordes of other items from other retailers and I have never had such a poor experience where the burden to make it right has fallen on me.

This experience has left such a bad taste in my mouth that it is entirely doubtful that I will ever purchase another item from the Exchange that has to be delivered. When anyone asked me what I think about the “Exchange” experience I don’t have anything positive to say at this point other than the pieces of the furniture that did come intact are absolutely beautiful and it is a shame my bedroom set is still incomplete.


Brandi Dunlap November 29, 2016 at 4:27 pm

I have a good friend that bought furniture from AAFES and had the same type of experience. He finally returned everything and went to Ashley furniture. They need to find a different delivery company.


Gary Canady November 21, 2016 at 2:02 pm

I received the wrong item TWICE. I returned the first one – paid $13.05 to do this. I was told that I can’t be reimbursed because I didn’t save the receipt. I was also told that I had to re-order the correct item. I contacted customer service and spoke to a “manager” named Crystal. She argued about the re-ordering at first, then grudgingly decided to place the order herself. She said that she would waive the shipping charge and give me a discount to make up for the inconvenience. She assured me that the correct item would be sent quickly. What I received reasonably quickly was the very same wrong item. What they did apparently was to open the return, stick the sticker on the tag, copy the invoice and put it in the box, and send it right back to my address.
I called ans asked to speak with Crystal and was told that she was busy, but would call me back. That was 4 days ago and I haven’t received her call. I haven’t received any acknowledgment from customer service. I am certainly not foolish enough to spend another cent to return this item and not stupid enough to order it for the third time.
I am a veteran living on a fixed income. The $13.05 I spent on returning the wrong item and the charge for something I never received is a major blow to my finances. The inconvenience, which is all Crystal seemed to care about, is nothing compared to that. It doesn’t take money out of my pocket.
I don’t expect special treatment as a veteran, but I do expect better treatment as a long-time customer. After reading some of the other complaints, I think the whole operation needs to be investigated and cleaned up.


Robert Parks July 26, 2016 at 3:09 am

I am the principle owner of our “2018” Calendar that we would like to offer for Our Military
Active duty, and other ID card holders living and stationed Worldwide in the AAFES Bookstore. Please provide a point of contact for further discussions on the procedures
required. Thanking you in advance for your kind consideration. Regards, R.Parks
+386(0)41 381 at


Robert Parks July 25, 2016 at 6:46 am

Good day,

I am trying to locate a colleague that is employed within the AAFES organization (SVP/HR)
James Moore. Please pass along my request and thank you in advance. Regards, R.Parks
(x-Owner Saab Military&Diplomat Sales, Italy)


Mark Wilson June 13, 2016 at 1:05 pm

Greetings – An LG Gas Clothes Dryer delivered in damaged condition in Feb 2016 is still waiting to be picked up by an AAFES contracted carrier. It’s now June and this $800 dryer has been charged to my Star Card the entire time. I’m repeatedly told by Customer Service the “carrier is 6-8 weeks behind…” I simply do not understand how this can happen. It simply makes more sense to deal with off-base retailers, pay a little more, and know that you’ll get better overall customer service.


Steve May 17, 2016 at 1:10 am

Is it AAFES policy to work full time shift managers 9 to 12 hours a day without paying overtime and no lunch break?


Kevin August 13, 2016 at 9:01 am

Lol. Aafes is trash bro. My wife and I are about to get a lawyer cuz they telling her she can’t drink water while she is pregnant. She also tripped in fell over boxes in the back, a clear violation of osha and Fire Marshall standards. Lastly they violated HIPPA by disclosing my wife’s medical issues to the whole store. RIP AAFES


Tom Voorhees April 29, 2016 at 7:44 pm

April 29, 2016

To whom it may concern.

In early December 2015, my wife (Lindsay) and I purchased a bedroom set online and when it arrived we realized it was sent to us in pieces that we had to put together ourselves which was not what we wanted. After contacting the Army Air Force Exchange, we were told that we would be refunded the money for the bedroom set, but there would be a $95.00 charge for having the furniture picked up. When the delivery/pickup employees from the exchange came to pick up the furniture, they had mentioned they deliver everywhere in Currituck County as well as to the Outer Banks. We had the $95.00 taken out of the cost of the bedroom set and were refunded the money shortly thereafter.

A dining room set that we were also looking at went on sale at the end of December 2015, ended up ordering it, but we didn’t put it together right away because we were scheduled to move in a few months. Our move was finally scheduled for April 1, 2016, and brought the boxed up dining set to our new home. A few days after the initial move, I tried putting the dining room chairs together by following the instructions that came with the set. After about 5 hours, I had one wobbly chair put together out of 3 that were attempted. None of the chairs would allow the legs and seats to be connected. The pre drilled holes simply did not line up and there was no way these chairs were safe to sit on and impossible to put together the way the manufacture intended it to. I have put many pieces of furniture together with minimal issues but this product from Home Elegance was by far the worst product I have purchased.

The next day, my wife called the Army Air Force Exchange to get it returned but was told that it was against their policy to accept merchandise that had been sold over 30 days. The representative then suggested calling Home Elegance and for us to ask them if they would help us. My wife called Home Elegance and the representative there said they don’t get involved with customers from other companies and gave us a name to call at the Navy Exchange that deals with Home Elegance products and has had great customer service in the past with. So my wife calls Janet Lemons, but was unable to reach Ms. Lemons and again was told that there were no exceptions to the rule, even after we explained that military moves are never on time.

Frustrated that we were not getting any assistance with this, I myself called the Air Force Exchange but got the run around as well. The representative first said they will not speak to me since my wife purchased the dining room set. My wife then gave the representative permission to speak to me. The representative then again said that there was nothing that could be done since it was over 30 days since the item was purchased. After disconnecting with no satisfaction, I called back again and ended up speaking with Kanisha Washington, who was finally very helpful and agreed to have the dining room set returned/refunded and picked up at our new address in Currituck County.

On April 23, 2016, I received a check from the Armed Forces Exchange for $313.13 for the returned dining room set. When my wife called me from work and asked why did we only get $313.13 of the $644.97, we learned that the bedroom set from December 2015 was “re-charged” back to our credit card, however that matter had already been settled in December 2015/January 2016. The representative said we were given a credit in error for the bedroom set, but that if we could prove that the bedroom set was in fact returned, they would look further into this for us. My wife immediately called back again to find out why this had occurred and after over an hour on the phone, was told that the bedroom room set re-purchase was an error, it did show being returned in January 2016 and we would be credited for $644.97. We were then grilled again about not being able to return the dining set as if was over 30 days, but that matter had already been resolved and taken care of. Finally after another phone call, my wife was emailed by Adelina Roberts, eCommerce Ops Technician and was told that they would be able to pick up the dining room set and the credit for $644.97 minus a $95 return charge that they had no record of taking from us. What a nightmare! As I write this letter, we have not yet received the check, but can only hope that Ms. Robert’s word is correct in getting the refund we are entitled to.

I can’t believe that, as competitive companies are to keep customers, what poor customer service that we had received for purchasing items from the exchange. We could have easily purchased a dining room set from any number of furniture stores, but we liked patronizing the Exchange. Once this matter has been resolved, be sure that we will cancel our account, cut up our Military Star Card, and will no longer be shopping at the Army and Air Force Exchange.

I can only hope that I am the exception and not the rule of how hard working military families are treated by the Army and Air Force Exchange. It sure is very disappointing to have to write this, but it needed to be shared.

Thank you for your time with this.

Thomas G. Voorhees, retired MSGT USMC


Pete Banks August 25, 2016 at 11:19 pm

No you are not the exception. I just had a terrible experience with the Gun counter manager at Vandenberg. In fact , I was going to get my Star Card this weekend. But after reading your experience and what I just went through, it’s not happening. I will contact the regional manager, but I know it will fall on def ears. Maybe it’s a Marine Corps thing or that we’re not 0-6’s.
I just called an Army Vet who was also going to make a purchase and get a Star Card. Considering the drive(two trips, one to fill out DROS, then one to pick up the weapons) and the customer. It’s not worth it. Besides, I’ll just shop the local Turners and use my AMEX card for the points and get great customer service.
Semper Fi,
HP Banks


Pete Banks August 25, 2016 at 11:47 pm

I pretty sure the moderator won’t let this through. But I’ll find other avenues to get the word out. After replying to a post I read more posts. There is something VERY wrong at AAFES and Star Card.
So anyone reading this and you have gone to the trouble to find this page. If you do not get the results warranted, see a law broken at any exchange. I would contact my Congress Person, direct them to this page. It seems that a Congressional inquiry may be in order.


David Smith April 29, 2016 at 3:27 pm

I am the principal owner of a disabled veteran company, Green World One, LLC. My company has two items that I would like to sell to AAFES. We have Olamendi’s tequila and Castle Rock winery who have given us the exclusive distribution for their products. I would like to discuss the potential sale of these items to AAFES. Can you provide a POC?

David Smith
Green World One, LLC


CHRISTINE April 5, 2016 at 1:51 pm



kanchala carr April 5, 2016 at 10:11 am

Hello Mr. Shull,
I would like to know why did your Bankruptcy department garnished my income tax refund?
My Bankruptcy was discharged in September 2013, and still coded for collection. I have left messages and keeps waiting for someone to returns my calls…I miss a couple of calls back because I was driving.
Could they somehow able to set a time of call back ….so I don’t have to wait all day long for them to return my calls?Thank You.


kanchala carr April 6, 2016 at 4:27 pm

Hello Mr. Shull,
This is Kanchala Carr again….just an updated…your Bankruptcy department finally returns my calls.
However, they are going to garnished parts of the my income tax refunds ,because of returns checks..
Sir, I’m unemployment and have make payments arrangement with your company, would you please tell the department to honor the the agreement and refund my full income tax refund..
Thank You,
kanchala carr


Rick. Felty April 4, 2016 at 11:57 pm



Kristina January 31, 2016 at 10:35 pm

Please tell me if the coupon policy has changed. We have always been able to use the peelies that are on products (aafes coupon) as well as a manufacturer coupon together (“stacked”). Has this policy changed? I was told at our local px that “the manager changed the rule around 6 months ago.” as far as I knew, they aren’t able to change any rules like that without it being in writing and they couldn’t show me a new policy with this stated, so I wanted to make sure.
Thank you.


Shaylene Kennedy January 29, 2016 at 12:25 pm

Good Afternoon Mr. Shull,

I am writing you in regards to SCRA protection law. I was recently told by my chain of command that I am entitled to the Servicemembers Civil Rights Act which states that any debt accured prior to Military service is eligible. The SCRA also states that The SCRA covers all Active Duty servicemembers, Reservists and the members of the National Guard while on active duty. The protection begins on the date of entering active duty and generally terminates within 30 to 90 days after the date of discharge from active duty. Which means that my interest rate which is currently 10.4% would be dropped to 6% from the date that Active Duty began and would stay 6% until the date of discharge from Active Duty, which at that point the interest rate would return to the 10.4%. SCRA also states that I would then be refunded any amount that I paid in interest over the 6%.

After sending in all required doXXXXents to the deployment department for Military Star Card they have refused to abide by the SCRA law as it states. Below is an email between a representative from the company. I am prepared to take every step I need to take in order to recieve the protection that I am entitled to. I have went to my local JAG office and have an attorney to represent me in this matter. My next step is to file a complaint with the Better Business Bureau as well as contacting my local congress member. My last step will be the media. This is unfair to the customers that your company seems to care so much about.

Companies like Bank of America, Capital One, Ammex, Credti One go above and beyond to ensure their customers are taken care of. They go above and beyond when working with service members when they bring the SCRA to their attention. It is unfortunate that this company does not do the same. I hope to make a change to that and hope this company learns to work with its service members instead of against them.

To say that this company “caters” to their customers which are majority service members and their familes is a stretch. This company does not stand behind a law that is meant to protect service members and their families. I for one am currently going through the process of a medical retirement, I recently got out of an abusive marriage and have two sons to think about. I am doing everything I can to secure a better future for myself and my children. If it were up to me I would stay in the military but due to medical reasons, my time in the military is coming to an end. A lot of service members are not aware of the SCRA law which I plan to change. In accordance to recieving what I am entitled to, I will make sure that I help other service members in this process as well.


ervin jennings January 11, 2016 at 4:59 pm

Dear Mr. Shull,

It saddens me that I have to write you because I feel I have exhausted all other possible avenues to resolving my problem through your standard “customer service” procedures. It concerns me that a disabled veteran would be treated in such a manner. Im 50% disabled and unfortunately money is tight these days for me and my family. I hope this is not indicative of what other customers are experiencing with AAFES. I understand you are a very busy man but please call me at your earliest convenience…Thank You in advance.

Ervin J Jennings III

Disabled Veteran

US Army

Killeen,Tx 76543



CSM Reyes Jorge November 1, 2015 at 2:42 pm

Mr. Shull.

Sir on Oct 19 2015 I sent the below concern to the AAFES manager in Ft Bragg NC (see concern below).
Since that day my team and I has visited the South Mall PX in Ft Bragg few times and the TVs still in the same channels. As I said in my e-mal many people like FOX news, and out of 6 TVs 3 are in CNN and 3 in ESPN. The problem has not been solved. I am a bid defender of freedom of speech, I believed that the manager is blowing me off. Can you address the issue with the Ft Bragg PX manager please. I will follow this with my congress rep.

Thank you very much.

CSM J Reyes

Thank you Sir. Many of us will be glad

CSM J Reyes

Sent from Mail for Windows 10

From: James, Vincent A.
Sent: Tuesday, October 20, 2015 4:59 AM
To: Jorge Reyes
Cc: Dewberry, Alexandra;Desveaux, Eric W.;Killip, Dale O.;James, Vincent A.;Wagner, Kathleen Y.;Jimenez, Yajaira
Subject: RE: Concern


TV channel selection is an ongoing issue. We received complaints regarding FOX news and their content from customers in the pass. This is why the channels are only turned to CNN and ESPN. The team will add FOX news back as part of the channels for our customers to view.

Thank you for your feedback and guidance.


Vincent A. James
General Manager
Fort Bragg Exchange

From: Jorge Reyes []
Sent: Monday, October 19, 2015 7:41 PM
To: James, Vincent A.
Subject: Concern

Hello Sir.

I just like to know why is that every TV in the north and south PX in Ft Bragg are tuned only to CNN and ESPN. None of the TVs are tuned to FOX news?

There is many people that like Fox.


CSM J Reyes.


Dan Archibald September 9, 2015 at 5:35 pm

Thomas C. Shull
CEO Army and Air Force Exchange Service
3911 S. Walton Walker Blvd.
Dallas, TX 75236

Dear Mr. Shull,

I am writing you because I feel I have exhausted all other possible avenues to resolving my problem through your standard “customer service” procedures.

My wife, Victoria, and I are both retired Air Force Senior NCOs and are regular AAFES customers. Also, we use our Military Star Card as our preferred method of payment even outside the AAFES system. We have diligently paid our outstanding balance (current charges) by the due date each month (17th) to avoid paying interest and finance charges. We use an on-line Bill Pay system through our bank to make those electronic payments. If you look at our account for 2015 (and earlier) you will see that we were successful in that endeavor until June 2015 when something changed.
Even though we made June’s, July’s, and August’s payments by the respective due dates, and you posted them to our account by those due dates, the transaction is recorded in the next month’s billing cycle instead of the current billing cycle. However, by recording this transaction in this manner, your system doesn’t recognize this payment in the current billing cycle then assesses us interest on the entire outstanding balance. If you look at our July 2015 statement, you will see that the very first transaction listed is the payment you received for the entire previous month’s balance and the date (your date) on that transaction is the payment due date (and the closing date of the previous billing cycle). Having been a software developer since 1977, I’m guessing that a software change to your billing cycle module was implemented sometime around May or June of this year that needs to be investigated and corrected…but that’s just a guess. This is a major flaw in your system and must be addressed immediately.

As an additional data point, I have confirmed with my bank that they sent the three payments in question on the business day before the 17th of each month and have confirmation that you received those payments on the 17th of each month.

As for your customer service team, they need some help! Several of the folks I spoke with about this matter wanted to help me resolve this issue but didn’t have the right tools (had to refer me to someone else). Others offered to reimburse me for the interest and finance charges, which was nice and appreciated, but did nothing to correct the problem that is likely to recur on our next bill. Others asked if it is possible for me to pay my bill a couple days earlier to which I replied, “No, I paid my bill by the due date, you posted it by the due date, and you still charged me interest. I should not have to pay my bill any earlier to accommodate your broken system.” And still others could not get beyond what was written on the paper; “You got charged interest because you didn’t pay your bill in full. What does the current balance say on your statement?” “(Me) But that balance is wrong because I made last month’s payment in full and it didn’t get recorded properly.” “No, you didn’t make a payment for the full balance due on this statement.”…and so on and so on. I also recently received a letter from ECP to supply information for a missing payment so they could credit my account, but I never spoke with anyone about a missing payment; in fact your system reflects all the payments we have made…it just records them after the current billing cycle has closed. I am still waiting to hear from, 1.) The finance department (to actually address the root problem) to whom one of your customer service representatives referred my case; and 2.) The manager to whom the last supervisor I spoke with referred my case. I am not holding my breath for replies from either.

Again, I tried using your standard channels and procedures that resulted in no success. I spent about an hour and a half on the phone with customer service in June when I first identified the issue, and over three hours on three different calls this month to customer service. It seems escalation to you is my only remaining recourse to get this problem addressed.

I appreciate you looking into this matter and look forward to hearing back from you soon.

Daniel W. Archibald
MSgt (Ret), USAF


Delia Foster August 13, 2015 at 12:17 pm

Is the contact information for the AAFES HQ Director/CEO a secret? I would like to contact this person about an issue. The website lists his name as Thomas C Shull. There is a phone number listed for AAFES HQ. I called it — and the nice answering machine told me to press “2” to search by name. Then I was asked to spell the name and press #. No matter how many times I spelled out Thomas Shull or Shull Thomas, I was pleasantly informed that there was no matching name and invited to spell it differently. I was also invited to press “0” for help; then pleasantly informed that the operator was not available. Here’s what I really want to know: What is the name, address, email and phone number of the AAFES HQ Director/CEO?


Randy Neuner March 3, 2016 at 7:18 pm

Good luck with that. I have had none. I am trying to find out why cigarettes and gas on Ft Huachuca AZ are the same price as the town outside its gate. Wanted to contact AAFES HQ CEO. It is a mystery person who doesn’t want to be bothered I guess. Was told by the local PX manager some law was passed by congress this year 2016 making the prices on post same as downtown. I don’t believe it. Check gas buddy for any Army base and then the nearest town. Gas on the military base is usually 10-15 cents cheaper. Probably cigarettes too. Not so on FT Huachuca. Beer and alcohol were never cheaper on Ft Huachuca.


David Brown July 29, 2015 at 5:08 pm

Thomas C. Shull, Michael P. Howard,

My name is David Brown. I am a 1LT stationed in Vilseck, Germany. I recently filed an ICE complaint with Graciela Tunon, Service Business Manageer, here in Vilseck Germany, against the Barbershop but she did not do anything. As a matter of fact, I emailed her several times and never received a response. I eventually found her number and called her before I got a response. She stated that she would talk to her boss and that we would all go to the Barbershop to look at the discrepancies. She lied. Instead, the conducted the walkthrough by herself and allowed the owner to guide her away from the problems.

Frustrated with the situation, I filed a FOIA to obtain the contract so that I would know exactly what services the owner is supposed to provide. I read through the entire contract and sent all of the issues to Mrs. Adnil Hill, contracting specialist II. She forwarded my email to Christian Villamin, contracting specialist II. I spoke with him about the issues for a few weeks and never got anything resolved.

About a month after my initial complaint to Mrs. Hill, I received a letter in the mail from the German Supreme Court informing me that the Barbershop owner was suing me for alleged slander. The evidence that he had was an email that only Mrs. Hill and Mr. Villamin have. I’m not sure which one of them forwarded my email, but this is a blatant privacy violation and FOIA violation. The owner of the Barbershop is taking me to court for 52,000 Euro.

When I called their office, I spoke to Mrs. Martinez, Contracting Team Leader, who said that she would send me the contact information for the Director; however, she hasn’t done anything. She didn’t even respond to the emails that I sent her.

I have not filed a claim against AAFES in civil court, yet; however, I am planning to do so once I finish with this slander case in Germany. Is this normal for AAFES contracting specialists to violate the Privacy Act and the FOIA? Also, is it normal for AAFES to allow a contractor to sue a Soldier for filing a complaint?


Pedicino, Ingrid August 27, 2015 at 3:13 pm

Yes Sir, I am sorry to say that AAFES has been getting away with a lot of bad things, I do not understand why the Army lets this organization get away with everything.


Travis Sanders July 20, 2015 at 11:28 am

Mr. Thomas C. Shull,
I am a retire officer that graduated from the UCLA EBV Program. I would like to meet with you and your executive staff by the end of next month in regard to expanding Premier Logistical Center services for AAFES at Fort Irwin, Ca., Fort Lee, Va., Fort Meade Md. and other bases in the U.S. I know this would benefit AAFES, our military communities and the service members that serve this great nation.


Jack D Burnsworth July 11, 2015 at 4:17 pm

Mr. Thomas C. Shull, CEO
I would like to know why the store Manager, at the Felix Lake Shoppette on Tyndall AFB FL., thinks she has the power to blatantly Disregard AAFES policy? Then make threats to employees that they should be replaced “because they are not team players”. “It was on Wed 8 July @ 8:30am that I talked to Annette Harshaw. What was said was “maybe we should get people that are team players”. this is from my wife”. This happens to be going on right now. My wife, Katherine Burnsworth, is a shift Supervisor/Manager at said store. For the past year she has been required to do gas surveys on her way into work. I asked her if she was getting paid for this and was AAFES covering our vehicle insurance. Since, these actions are for AAFES they must be paying you and covering our insurance since it is AAFES business your conducting. Well, the answer she was given was no! So she was finally able to ask the Assistant General Manager, Annette Harshaw, about this on July 8th, 2015. The Assistant GM said that you must use an AAFES vehicle, on AAFES time, to conduct AAFES business. And then sent out an e-mail relaying such. Now I find out that this store Manager and the Express’ store Manager are saying the “maybe we should get some of these employees replaced with some TEAM players”. Now, I’m just guessing that this would be considered Retaliation after being told by the Assistant GM that what they were doing was AGAINST AAFES POLICY.

So, my question to you Sir is this. Should my wife file a formal complaint with HR and then contact a Lawyer? Just to ensure she won’t be “Replaced” for following your Policies.

Thank you,
Sincerely yours
Jack D Burnsworth, USAF Ret.

Cc: CFO: Major General Joseph S. Ward Jr., COO: Michael P. Howard


Mark J June 27, 2015 at 12:56 am

Went to San Antonio and visited the exchange. Had a civilian gentleman that is employed in there a managerial position that was dressed in a kilt. Asked cashier his name.. Jon Trainer Is this acceptable for the dress code of AAFES?


Stephen June 14, 2015 at 5:14 pm

The Aafes Starbucks on Fort eustis has a lot of issues with their employees. One supervisor is very rude to customers and other employees including other supervisors. She has no respect for the military personnel that come in unless it benefits herself. The manager makes no attempts to correct her. Instead of correcting her she was promoted to her position. Aafes should take better care to make sure they’re employees are trained more in customer service.


Stephanie* June 14, 2015 at 5:21 pm

I do suggest that if you finally decide to address this issue, as it has been ongoing. That no one let employees know but instead have a person higher up, not from the same area go in and inspect employees. As I’m sure that things are over looked by people who directly interact with employees there regularly.


R. John McKay May 19, 2015 at 10:47 am

May 18, 2015

Thomas C. Shull
CEO Army and Air Force Exchange Service
3911 S. Walton Walker Blvd.
Dallas, TX 75236

Toshihiko Fujimoto
CEO Sharp Electronics for North & South America
1 Sharp Plaza
Mahwah, NJ 07495-1163

RE: AAFES Order Number 420600635 |Sharp RA62197782 (Case 8200408)


I purchased a Sharp Television from AAFES. Seven months later, 100’s of phone calls with Sharp and 5 separate visits by technicians sent by Sharp, the conclusion by Sharp is the television is not functioning properly and not repairable.

Sharp called on April 25, 2015 and stated they would issue a Return Authorization (RA62197782) to AAFES and they (AAFES) would contact me. After not hearing from AAFES for two weeks I called (May 7, 2015) and gave them the information provided by Sharp and was told they would get back to me. On May 11, 2015, AAFES called me to tell me this was Sharp’s problem not a AAFES problem.

It does not appear that Sharp wants to talk to AAFES and AAFES does not want to talk to Sharp. I am the customer.

I would just like to get my money back and have someone pickup this television. How do I accomplish this? I look forward to hearing from one of you or both of you.


R. John McKay
LTC, USA Retired


R. John McKay May 21, 2015 at 4:31 pm

I received a call today, May 21, 2015, from the CEO’s office of AAFES. I was informed they have refunded my money and are in the process of contacting a shipper to pickup the television and return it to Sharpl I am impressed with the quick response by AAFES and impressed that they want to listen to improve their customer service.

I will be buying my next television from AAFES.


Cardelion M. Deese May 4, 2015 at 5:33 am

Please see below the meesage I receive when trying to log-in to send a message. Really my taxes can be garnished and I can not receive an refund; now this???

We apologize, your authorization attempt has failed. This can be due to any of several reasons

Try again to Log-in

1.You may have entered your information incorrectly.Please verify that you have entered your correct Username and Password.
2.Your information is not on file or is incorrect.If you have recently entered the military or your status has recently changed, it’s possible that your data is either not yet on file or is incorrect in our customer database. Please use this secure form to provide us the information we need to investigate. We will contact you when the matter is resolved, or should we need more information
3.You are not an authorized customer.Access to exchange Online Store is restricted to:
Active Duty Military
Military Retirees
National Guard personnel
Department of State Officials serving in foreign countries
And, dependents of the above
Veterans Canteen

If you have full Exchange Service shopping privileges, you are authorized to order from this website. (Exceptions are ROTC, Foreign Officers, Civil Air Patrol and Coast Guard Auxiliary personnel.)

If you have any questions about your eligibility, call toll free in the U.S., 1-800-527-2345 or see the Catalog Information section of the paper catalog.

Additional/Overseas Contact Info >>



Cardelion M. Deese May 4, 2015 at 5:26 am

So I had an account with you all with the military star card. The balance became past due and my account was sent to a creditor. Then taxes were garnished by Army Airforce Exchange twice in 2014 and this year. A week later I received a letter from the collection agencies again stating I stii own over two thousna dollars and yesterday I purchase an item at the locate exchange and was charged the wrong price, when I went to the customer service I was told that I could not be refunded because there were something on my SSN. The employee researched and said the I own over three thousand dollars. There’s something seriously wrong with this and I would reall appreciate if you would take the time to answer this mail. Over $3,500 dollars were garnish from me and your system still says I own about or over that amount. My limit was only $3,000 ??????? please reply back and I would really like for you to clear this issue.


Jessica harrison March 18, 2015 at 6:56 pm

So I had an account with yall with the military star card. The balance became past due and yall sent my account to a creditor. I made payment arrangements with them. Then tax time came and we saw someone garnished our wages but not for the ammont we owed the creditor. So I figured it was something else and I payed the creditor off with the remaining taxes. A week later we got the letter in the mail saying that you were the one who took the money. It had been a week and no one on your end even tried to call to let us know we made a double payment. So I called February 5th 2015 I was told it would take 7-15 business days. We’ll February came and went and we received nothing. Let’s not mention that the ammont we were being refunded was signaficantly lower then the amount of the over payment. So you somehow managed to increase my debt owed after you were paid off twice over. But now you couldn’t even return MY money so I called on March 9th 2015 and was told the address was wrong and it would take 7 business day to cancel the old check and send the new one via FedEx. So I called the following Tuesday to see what progress has been made. I was told that maybe the exchange on post could do cash on the spot and that the lady would call me the next day to let me know. She was suppose to call at 10 am my time. 10:40am my time I called again. I spoke to yet another person who yet again to me my address had been put in wrong a second time (in this month of waiting I did get mail from you… your privacy policy twice. I feel as though there is some sort of personal vedette against me were you steal my money and rub it in my nose that you have my address you just like to lie.) I spoke to a manager finally Paige who I hope can fix this for me but I have lost hope at this point. She claims she will call accounting first this in the morning and push the process so hopefully by Friday I will call and hear that my money will be in my hands by saterday. I don’t think yall actually read these but I need someone to read this because if I stole over 600 dollars from someone I’d be in jail for grand larceny. I’m a person with a family with a husband who enjoys his job in the army and I have two beautiful children a boy who is almost 3 and who is also autistic. This means it’s time for preschool whereas all the other therapy he gets ends the day he turns 3 and the public schools in Hawaii are a joke seriously look at Hawaiis public school ranking. can you imagine where I would like to put that money? I also have a spunky little daughter who is 1 she is smart clumsy and amazing. I just thought you would like to get to know who you are screwing over right now because as far as I can tell no one in your company gives two XXXXXs. I’ve gotten run around after run around I’ve heard all your excuses (some twice). so I hope your enjoying the money you stole from us. From my family. Needless to say I will never spend a penny at your store ever again. I know that means nothing to you. You know how to make your money clearly. So with that all being said thanks for a whole lot of grief, stress, headaches from sitting on hold with your crappy music for hours, and just pure frustration that comes from getting screwed. Needless to say I’m dissatisfied with the services I received.


F McVeigh January 15, 2015 at 9:42 pm

MG Ward,

This message is of high importance as AAFES may have been hacked and your customers are at risk!

I received a suspicious email 2 hours ago allegedly from AAFES asking for my credit card information with erroneous message content. Unfortunately, the AAFES after duty line folks can’t help and the fraud department folks do not work at night.

There is a message posted on this site on 5 Jan 2015 discussing a security breach.

If this is true why have we not been alerted?


Linda Humphries January 5, 2015 at 12:50 pm

There is a MAJOR security breach on the new website. It captures credit card information, including the pin, and inserts it in two places. The credit card information shows up as the username and password on the unsecured login box and also in the location for checking gift card balances. There the credit card number appears as the gift card number with the pin inserted in the gift card pin box. The credit card information is not stored on the website as future payment information. The new program has grabbed it and inserted it despite the card information not being saved by the user. The compromised information cannot be removed. Deleting cache files, cookies, history and passwords on the user’s computer does not clear it. It is locked in place within the AAFES website servers.
This information was brought to the attention of AAFES, including a representative from HQ AAFES, via email and phone, beginning Dec 17 and has not yet been corrected. Nor has anyone contacted me since Dec 24, and only then to ask what the issue is. There’s been no update on progress of the repair of the compromised credit information.
DO NOT USE AAFES online until this is resolved.


Donna Ferguson December 19, 2014 at 12:00 pm

I am so disappointed with the service and the treatment of military members I am going to write a letter to my congressman. Unbelievable how badly customers are blown off, lied to, and treated by their mail order division, customer service, and escalations departments. Seven phone calls, numerous hours on hold over gift cards that didn’t work and were ordered on 17 Nov. No resolution except the exchange taking my money and refusing to refund. I am beyond disgusted.


Yvette February 2, 2015 at 1:47 pm


I feel the same way! i JUST had the WORST experience on base & this is NOT the first time. The civilian told me that if I returned an item he would not be able to get his commission! #Unreal.

Please get in touch with me so we can try to do something to help our service members.


Richard Nixon December 14, 2014 at 1:17 am

I ordered an iPad on December 5th, at the time I ordered it, it was in stock. I figured that I would have it by Christmas. I checked every day for shipment status, but it just kept saying processing. When I enquired tonight as to when it would ship I was told Dec. 22nd, which does not help me for Christmas. I will now have to buy it elsewhere. When I asked the agent to cancel the order I was told that he couldn’t cancel the order because it was already sent to the warehouse, yet it’s not going to ship for 10 days, makes NO sense. I’m done with ordering from the online exchange, once my STAR card is paid off, I will be closing it out. In the future, I will order what I need from Amazon, or buy locally with a store, where I don’t have to deal with the red tape. This is totally unacceptable, Amazon would be broke if they operated this way. My order number is 1001837386. AAFES needs to look at the way they operate online, this is not the first time this has happened.

Vince: Hi, my name is Vince. How may I help you?
Richard Nixon: Hi Vince. I ordered an iPad for Christmas on December 5th. At the time I ordered it, it was in stock. I’ve been checking daily to see if has shipped yet. Currently it still says processing. If it’s in stock, may I ask what the hold up is?
Richard Nixon: I’m a little concerned that it won’t be here for Christmas.
Vince: may i have the order number please
Richard Nixon: 1001837386

Vince: Thank You I am showing that the order will ship on 12/22
Richard Nixon: Please cancel it then. This has happened each Christmas, I will get it somewhere locally.
Vince: I do apologize sir but i wont be able to cancel the order it already in the warehouse preparing for shipment
Richard Nixon: That’s unacceptable. I ordered on the 5th, it takes three weeks to ship. I could have had it already from Amazon, or bought it direct from a local store. Shipping on the 22nd will not get here by Christmas. I understand that it’s not you, but this is totally unacceptable.
Richard Nixon: Can you transfer me to a supervisor? I want to let them know how this will affect my buying with the exchange.
Vince: Right now I don’t have a supervisor available at the moment i can take down your name and number and provided them with it when they are available
Richard Nixon: That’s alright, I will be calling in tomorrow. Just so they know this will be returned, I will have to buy it elsewhere, had I not ordered it in time for it to be shipped to me by Christmas I would understand, but 3 weeks to just ship is too long.
Richard Nixon: Especially since it was in stock when I ordered.
Vince: I do apologize sir and sorry for the inconvenience sir
Richard Nixon: Thanks for you help.


Ted Meredith November 23, 2014 at 5:18 pm

I ordered the new Assassins Creed Unity game for the Sony PS 4 on the 18th of November with the assumption that I would have it within the 5-7 days that was stated on the website. Yet today, the 23rd of November when I called your customer service I was told that there was a hold on the order because of the verification process. The customer service agent I spoke with said that the verification department was woefully behind but she was releasing the verification on my order because I called in. What kind of system is this? If you are going to hold every order that is made on the Exchange Website then what is the use of us as military personnel in using this website? We use the Military Star card, use this website but are penalized. If I hadn’t called in I would have been waiting almost an entire month to get the game that I ordered. Totally unacceptable. My order number is 1038709643


Rosa November 21, 2014 at 3:58 am

CEO: Thomas C. Shull
CFO: Major General Joseph S. Ward Jr.
COO: Michael P. Howard

Dear Gentlemen; This comment is to ask for your help and also to inform you of what my research has found. You have a listing, Order Tire 18008424135 that sales tires to military personnel. I feel this company needs to be reviewed! Why? Because they are not being competitive or fair to the military.
Example 1; Order, (1-800-842-4135) Price to AAFES Customers
Wrangler SR-A [Light Truck / SUV – Highway All-Season]
P235/75R15 105S Outlined White Letters R
$144.00 per tire
Shipments to Alaska, Hawaii, Puerto Rico, Guam and Virgin Islands may incur additional shipping charges.
Sub Total $576.00
Shipping $80.00 s/h
Total $656.00

Example 2; Tire, 1-888-541-1777, Price to Regular Customers
P235/75R15 Goodyear Wrangler SR-A Outlined White Letters 4-Rib Tread Design
Buy a set of four and get a $40 rebate by mail.
Serv. Desc: 105S
for 1990 Chevrolet C1500 2wd Pick-up
In Stock
$113.00 $452.00
Tire Rack Road Hazard Protection Included ($35.20 value. Exclusions apply.) $0.00
Shipping Cost:
Will be delivered to 12204 on Wed, 11/26 $58.20 s/h
Taxes: $0.00
Total: $510.20
Total price after mail-in rebate: $470.20
Gentlemen, fair prices to AAFES or the military customer? I do not think so, especially since so many military people buy from AAFES. It is not just this set of tires but throughout their site. On orders where shipping is free the tire price is doubled, these people are CROOKS!! It leads one to wonder about the AAFES buyers. How do they chose companies to serve the military customer? Eyes closed or hands open? And, oversees these buyers? Something is WRONG here . What, I do not know but it needs to be investigated ASAP. Are chosen companies pricing policies reviewed and compared to their competition??. There prices are ludicrous and unfair. Isn’t one of the reason they have the contract in the first place, is to reflect a discount to the military customer. Check for yourself, it does not exist. Example 2 is only one of many companies that offer better prices that Order Tire. It’s not not bate and switch, but just out wright over charging. I guest they see something within the military they can get away with?! Please get back to me on your investigation. I have always spent my money with the military, but I refuse to deal with a crooked company. I am sure if you took a survey others will tell you the same. Oh yea, isn’t shipping suppose to be free? Something is wrong here. Thanks, Retired MSg USAF


David P November 19, 2014 at 2:08 pm

i contacted them back and there is the conversation:

David Payne: was just here and got kicked because of inactivity
David Payne: what is going on?
David Payne: hello?
David Payne: .
LaKedra: I will have to check with escalations since its an old order I don’t have access to
David Payne: are you checking with them?
David Payne: am i supposed to wait here while you contact them? whats going on
David Payne: .
LaKedra: I’m on hold with them to see
David Payne: ok i can only sit here for so long until i get kicked off for inactivity so i will just keep responding with a period
David Payne: .
David Payne: .
David Payne: .
LaKedra: I’m still on hold
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: .
LaKedra: I’m still on hold
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: .
LaKedra: I’m still on hold
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: .
David Payne: ..
David Payne: .
David Payne: .
David Payne: .
David Payne: .
LaKedra: Thanks for holding you was refunded on Nov 11 back to your star card.
David Payne: why? i wanted a new treadmill
LaKedra: I was told we are not doing any replacements
David Payne: so i can order a new one then?>
LaKedra: Yes you can
David Payne: then why not a replacement, makes no sense
David Payne: why was i never contacted about this?
LaKedra: We are not doing any replacements right now thats why you was refunded
Glad to know that they can just do whatever they want and not notify customers. I am supposed to be doing therapy and that is why we bought the treadmill in the first place.


David P November 19, 2014 at 1:33 pm

LaKedra: Hi, my name is LaKedra. How may I help you?
David Payne: i am really really upset with the customer service I have been receiving
David Payne: i purchased a treadmill on 9/28/2014 order number 427100446-02-1-0201
David Payne: when it was dropped off i started to put it together and realized it was broken and called customer service to arrange for a new one to be delivered
David Payne: i was told that the old one had to be picked up before a new one could be delivered
David Payne: and that someone would call me about a pick up time for the old one
David Payne: couple weeks go by and it is finally picked up
David Payne: so i wait another few days for word about my new one
David Payne: i hear nothing so i decide to call aafes and find out
David Payne: i am told that the department that deals with it needs to be called to find out, so i am placed on hold
David Payne: operator gets back with me and says the escalations department cant be reached and that she cannot stay on hold longer than 5 minutes but she will continue to try and call me back later in the day
David Payne: i receive no call that day or any other day
David Payne: 3 days go by and i call back to customer service
David Payne: i get told the same thing that the escalation department that deals with this needs to be contacted and am placed on hold
David Payne: operator comes back and says still cant reach them but will continue to try and call me back later
David Payne: 4 different times i call back to AAFES customer service with the same result. and here i am in limbo not knowing whats going on
David Payne: i would like a new treadmill delievered its been two months that this has been going on
David Payne: your customer service operators should not be promising to call a customer back if they do not intend to do so. Everytime i have to call in to customer service i have a wait time of an hour just to talk with someone
David Payne: i sent an email to customer service 3 days ago with no response either
David Payne: hello?
LaKedra: I will have to check with escalations since its an old order I don’t have access to
David Payne: and thats what i keep getting told
You have been disconnected from the chat due to inactivity.

This is the latest of my ongoing battle to get my treadmill replaced. finally got in to chat with live chat and they barely respond either.


Troy Mason November 3, 2014 at 2:46 pm

Sorry, I meant Elizabeth


Troy Mason November 3, 2014 at 2:45 pm

Good luck Michele. I have had a broke ass 65 inch tv sitting in my family room eating up real estate for over a month and Im still waiting on someone to pick it up for return. I guess this is how AAFES operates now. Customer service has gone straight to hell.


Elizabeth Hidlay November 2, 2014 at 3:52 pm

I placed an online order with for new bedroom furniture for my children on 9/18/2014, and on 9/22/2014 my credit card was charged even though none of the items had shipped yet. I contacted AAFES and was told this was standard and my items would arrive as soon as possible. I ordered these items out of necessity because in our recent PCS move from Okinawa all our furniture was destroyed by white mold in transit leaving us with nothing. I ordered 3 beds, and 3 dressers. The three beds and my daughter’s dresser were delivered but the two 5 drawer chests I ordered for my boys have never arrived even though I was charged for them a month and a half ago. I have in vain tried to contact AAFES for information regarding these two dressers with my first contact being October 14. Since that date I have made 5 calls to customer service resulting in over 4 1/2 hours of hold time only to be told that since AAFES got a new online ordering system, orders placed prior to the new system can no longer be seen or dealt with in any way by any team member to include supervisors, EXCEPT the “escalations department”. I asked multiple times for a direct number to contact them, and was always given the same answer…that they could not, and were not authorized to give that number out. That the only way to deal with escalations was to write an email and wait for a response within 5 business days. I have had four customer service reps to include a supervisor named Leshelle at extension 2282 supposedly write to escalations on my behalf, and have written two emails myself, the last one being on 10/24/2014. I have not received one single response from the escalations department since I began trying to get answers regarding my order on 10/14/2014. This is horrendous customer service and is bordering on theft since they took my money in the amount of $278 for the two missing dressers, delivered no product for that charge, and will not respond to me in any way. I have requested that they cancel that part of the order and credit my account with the $278 and have received no response on that either. This is not the customer service I have come to know and expect from the exchange. I am both disappointed, and extremely put out by all the trouble and wasted time AAFES has cost me in this matter. I have the names of a few but not all employees who I spoke with.
Leshelle- A supervisor who said she would write on my behalf to escalations, and watch my situation closely. ( on 10/24/2014)
Asia- Spoke with my husband and told him she was sorry but could not help him, and was not authorized to give him the number for escalations and would have a supervisor named Vince call us on Sunday 11/02/2014. ( Vince never called)
George- Manager of my MCX here in Camp Lejeune who said AAFES and MCX are not the same company and there was nothing he could really do, but promised to mention my problem to a contact in HQ in Quantico who would hopefully know someone in AAFES HQ that could help. (That was on 11/01/2014.)
I wish I would have taken note of names earlier but did not realize I would have such a ridiculous fight on my hands that I would even have to take note of any and all employees I spoke with.


Troy Mason October 29, 2014 at 3:18 pm

TV is still here. Imagine that.


Troy Mason October 28, 2014 at 4:23 pm

Well another day has passed and the broke tv is still sitting in my house (over two weeks) I have never seen AAFES do business this way. I wont order another one from here. I get better service at McDonalds. This could end up in small claims court. I am so over this. It does not take this long for your system to work and if it does its broke


Troy Mason October 27, 2014 at 1:59 pm

This is regarding order number 1006181498. This television was delivered to me damaged and have been trying for two weeks to get it picked up and credited back to my account to no avail. I contact customer service and all they say is the order has been transmitted to your carrier but it is still setting here. It is a 65″ 70 pound paper weight and I dont have room to store it. I get the same thing after sitting on the phone for an hour before I even can talk to anyone. Do all retirees get put on the back burner after they retire? This is ridiculous and am not sure the next one will come from AAFES


Ralph W Taylor October 9, 2014 at 1:09 pm

the exchange web site was working now it isn’t….it worked …if it works don’t fix it
i can’t even place an order over the phone …they can’t get retirees info on their system!


Eldo Hill October 23, 2014 at 4:38 pm

Mr. Taylor, did you get a reply to your not being able to log onto the new site yet, the new site went up on or around 28 September, I have not been able to get on to the new web site since then and I have called 20 times and keep getting the same answer, in this age of modern technology IT cannot fix a simple problem, in my situation all that needs to be done is to reset my account so I can log in as a new person and then I can reset my username and password and security questions, I have been told that the new system does not recognize special characters as my user name begins with a special charter and then I was told that the new system had dropped retirees, this is very frustrating , I spent 25 years in the military and have never had a problem with aafes, this situation I don’t understand, if your problem was rectified congratulations.


IRA FRANZISKA BLAKLEY September 27, 2014 at 6:16 am



Sandra paraham September 18, 2014 at 5:46 pm

Aàfess has really disappointed a lot of people customer s and employee .where is the caring and love and support that was and still be there


Nilgun Zana July 30, 2014 at 11:57 pm

I am a retired U.S Army Colonel. Does Aafees have a Charity Program to support UNICEF International Education Programs for Pre-School Children, specifically little girls in Muslim countries? These girls will grow up to raise the new generations. I think we can fight terrorism better thru education by selling UNICEF Certified Products. The proceeds are spent to build Pre-schools by the UNICEF Country Teams. Such a program was brought to my attention during my travels in Europe this year Question: what do we need to do to get AAFEES buy beauty products certified by UNICEF, for example ,a lip-stick, to be sold during Mother’s Day, Valentine and Christmas? Can you give me a point of contact to write a letter?


Jack Hammond June 11, 2014 at 4:30 pm

To Whom It May Concern:

Would like to get a Point of Contact with a buyer who would like to do business with my wine company originating from Italy. Please provide me the buyer’s name, e-mail address and phone number so I can make an appointment to meet with her/him.

Thank you.


Joel Corcoran June 11, 2014 at 4:30 pm

I was wondering who at AAFES I would contact to attempt to get EV charging stations installed on base. The General Manager for my local store said she would forward it up to Corporate 4 months ago and I’ve contacted her several times since then to get a status on the request and I have yet to recieve any replies. I believe I’m on auto-block because I’m just a lowly customer.


rick ballard July 17, 2014 at 11:05 am

Joel–you don’t say if you are Army or Air Force. The Army Agency responsible for installations is ASAIEE–Assistant Secretary of the Army for Installations, Energy & the Environment. A telephone number to the “front office” is 703.614.4734.

However, I am OSD program manager for Electric Vehicle Demonstration Project. Please email me at or call me at 703.697.7301.


Sandra paraham September 18, 2014 at 5:39 pm

Aàfess is a good place to be employed but I do have to say I myself can not believe the way things happen like over superior called me in office and ask about pain and advise me to take the time off and get the matter taken care off.I end up having surgery I am not a shame to let u know I do have a disability but my local installation did not hold up their end long story I love my job as a company I remember back in the day we and care l want some information and a investigation I know I deserve that much


Robert Magonigal May 5, 2014 at 11:02 am

I tried to get an answer to my problem from the Ft Heed Exchange
Admin. Office but was never called back as promised. The Main Exchange has a vender/concession Optomitrist that will not accept MEDICARE/TRICARE for Life as payment for an an exam. I know these people are under contract to provide a service to the Exchange members active or retired, but I feel this fall very short of that goal. There are thousands of retired military around Ft Hood and a large percent are on MEDICARE as per the goverments mandate. I just do not understand how concessions that do not support the all of exchange costumers are allowed to to continue doing business at the Exchange. I had to fine a off post Optomitrist and he was very glad to have me as a MEDICARE patient. He has a concession with SAMS Club and is a US Vet with tours in Veitnam, go figure!!!! This is why I and others I know do not go out of our way to travel to Ft Hood to do our shopping.
The only reason I was making an appointment with the Dr. at the exchange was because, it was my first time needing an exam now that I am on MEDICARE/TCF and it made perfect sense to me that an on Post DR. surely would accept my insurance. Well I guessed wrong. The Exchange lost to sales that day because, if the Dr. would have taken care of me, I would have probadly went right next door and purchased my new glasses. This is just another case of trying to make the profit margen at the expense of the soldiers. I will not even get on the horse for having closed all the automotive and tire service centers and turning them into Firestone Store which are ripping off costomers by doing things the costumers did not request at prices greater then thoughs charged off post.


Mary Gillam April 23, 2014 at 3:12 pm

My name is Dr. Mary M. Gillam, a retired Air Force Colonel and former member of the Senior Executive Service (SES) with the Department of Defense. I am currently the owner of M2G Dynamic Leadership Solutions, LLC. I am also a #1 Amazon Best-Selling author. I write inspirational books on leadership and women’s relationships. I am trying to find out how to get my books into AAFES. Can someone please point me in the right direction? Thank you very much.


Jeanette Garibay May 16, 2014 at 2:10 pm

You would need to contact HQ AAFES 214.312.2011. After you get the switchboard operator, have her direct you to the Buyer for Publications/Books. The Buyer will then advise you of what you need to do. In that case maybe set up a meeting to meet and then discuss vendor contracts, prerequisites and so forth. I hope this helps some.


Orencio Albano April 15, 2014 at 11:42 am

I am a retired Navy Veteran, 30 years service (Supply Officer), and recently retired from the Defense Logistic Agency Richmond Virginia. During my years at DLA Richmond I always supported the small PX/Gas Station on Post. My wife and I love a particular Wine “Erben Spaetlese – Merlot” imported by: Service Distribution Inc. Lorton Va. 22079.
The AAFES employee “Dorothea” always appreciated my business increasing her sales. Over the years she experienced varied problems with the AAFES staff members at Fort Lee to whom she forwarded our wine order, about 3 cases every 3 month. Ms. Dorothea informed me of the varied excuses she received: either her order had been misplaced, lost, the vendor did not deliver etc, etc. The last order I placed was the last week in December 2013. I am still waiting for my wine. My wife has called Ms. Dorothea numerous times but she does not have any satisfactory responses for us. Stupid excuses. I asked if we should just find another supplier? But she response that she will try harder with the Fort Lee AAFES staff.
We visit Fort Lee every 3-4 month becasue of the distance and other obligations. DLA Richmond is a 15/20 minute ride plus we attend to other business when in that area.
We don’t have to spend our money at AAFES, we can order the wine through Kroger since they are also served by the same wine distributor who serves AAFES.
I worked in Supply/Logistics all my life and recoignize poor services – but this one is at the top of the list. Yes, we plan a visit to Fort Lee next week, but it is time that I inform AAFES Headquarters that not all is well. Yes, overall this is a miner issue – it is only wine, but I wonder what else is slipping through the cracks.
Have a good day, Orencio Albano


Nealy Ambron March 20, 2014 at 5:19 pm

Greetings! I was wondering who at Aafes I could talk to about an idea I have recently had patented. I would like to give Aafes the first opportunity to invest in this product, as it is suited for military women. Thank you! I look forward to working with Aafes on this endeavor!


Jeanette Garibay May 16, 2014 at 2:13 pm

You would need to contact HQ AAFES 214.312.2011. After you get the switchboard operator, have her direct you to the Buyer for whatever the product. The Buyer will then advise you of what you need to do. In that case maybe set up a meeting to meet and then discuss vendor contracts, prerequisites and so forth. I hope this helps some.


Darla Klausner March 11, 2014 at 1:13 pm

Good Morning, I’m trying to find a POC to discuss the sale of products containing dextromethorphan (DXM) to minors. Although it is legal to sell products containing DXM until 2015, many retailers have voluntarily prohibited the sale of NyQuil and Robitussin to minors due to a growing trend called Robo Tripping (getting high off cold meds). How do I officially ask that AAFES adopt a volunteer policy to prevent our military teens from giving this new trend a try? Darla Klausner 509-953-XXXXX


Jeanette Garibay May 16, 2014 at 2:16 pm

You would need to contact HQ AAFES 214.312.2011. After you get the switchboard operator, have her direct you to the Buyer for Health/Beauty. The Buyer will then advise you of whom you need to contact. She will either provide you with her Director or the appropriate Department that would handle that situation or take into consideration.


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