AerReviews of aersf.com

I placed an order with AER for a backpack that was ordered on November 25, 2025. AER sent the backpack by FedEx on November 26th and FedEx gave a delivery date of December 3, 2025. It now December 8th I don't have the backpack and I have called FedEx multiple times trying to locate the package or get a status since the last status was December 5th. I asked one FedEx rep if I can report the package as lost and was informed that the shipper had to request it. I contacted AER and let them know the package has not been delivered and if they could contact FedEx to report it missing. I was informed by the rep at AER that they have no control over FedEx and that I should continue to wait for 8 business days and the AER would consider reporting it lost. In the meantime I'm out of money that I already spent on the bag until someone decides get it to me. I understand that AER has not control over FedEx, but it seems like they could have reported the bag as lost. If I ever receive the bag I'm returning it to AER unopened and going with another company with better customer service.

The bags are nicely designed but I’m really disappointed by the customer experience. I was weighing up buying one of their backpacks for quite a while because of how expensive they are, but I went for it and picked one up from the Soho store. I used it once for a business trip and when I got home, I noticed a strange white mark on the black outer layer of the backpack. To reiterate, it was a work trip and the bag saw absolutely no action. I’ve used an Osprey bag for these trips for around 8 years and have had no issues. I tried cleaning it, starting with a cloth, then a damp cloth, then with some general purpose cleaner. Nothing worked so I reached out to support. It took over a month of back and forth to get to an outcome which was essentially ‘this is a normal scuff, we won’t swap the bag’. One earlier message suggested that the all purpose cleaner might have made things worse. The tone was dismissive and blamey, and if it’s possible to permanently stain the bag from one uneventful trip then I’m shocked that they’re happy with this quality.

If I knew that I had to pay import taxes this high, I wouldn't have ordered the Travel Pack 3. Unfortunately they still don't give you any message that they temporarily removed the taxes, they hide that under a small information symbol at shipment. I considered not paying the import taxes so that the package would get returned but I then also found out that they do not take overseas return packages... Really shameful!! Just clearly notify people when they're ordering!! I actually feel scammed now and will never recommend this backpack to anyone.

I recently purchased the Aer City Pack Pro and I want to warn others about potential customs fees for international orders. Besides the shipping fee of €29.99, upon delivery, I was surprised by an additional €77.15 ($86.51 USD) customs fee. The shipping + customs fee were almost 50% of the entire cost of the bag, which significantly increased the overall expense of the bag. I contacted customer support and explained the situation, and they refunded the shipping fee. I tried to negotiate a bit more, because the custom fee was exorbitant. However, the lady from customer support was totally unflexible. Their customer support is very poor and they won't do much to reverse a frustrated customer.