Tom Shull, Director/CEO of The Exchange, here for a live Q&A Wednesday. What questions do you have about the new Veteran benefit?

MAJ Tom Shull — Thu, 02 Nov 2017 16:42:28 -0400

Army & Air Force Exchange Service Director/CEO Tom Shull is the first civilian to lead the Department of Defense’s oldest and largest retailer. Shull, an Army brat, is a U.S. Military Academy graduate and served as rifle platoon leader, scout platoon leader, support platoon leader, company executive officer and infantry company commander. A Harvard Business School graduate, he has had a successful retail career, leading financial turnarounds at some of the best-known retailers, including Macy’s and Barneys New York.

Shull is a fierce Veterans advocate, and while serving as a White House Fellow, he helped ensure compromises were reached to facilitate the construction and dedication of the Vietnam Veterans Memorial. At the Exchange, he paved the way for a change in Department of Defense policy to give all honorably discharged Veterans a lifetime online military exchange shopping benefit, which launches this Veterans Day.

The online shopping benefit honors our Veterans’ service, offering tax-free shopping and military-exclusive pricing. Additionally, this program allows all who raised their right hand, took the oath and made a difference to do their part to support our broader military community as military exchange earnings support critical Quality-of-Life programs including combat uniforms below cost, affordable school lunches for Warfighters’ children overseas, Fitness Centers, Army Child Care Centers and much more.

He welcomes your questions about the new benefit!

Response by CPT David Gowel made Nov 2 at 2017 9:31 PM

CPT David Gowel — Thu, 02 Nov 2017 21:31:01 -0400

MAJ Tom Shull, thanks for joining us on RallyPoint. I recently learned that AAFES often supports local communities during national disaster recovery periods. I had no idea this was part of your mission. Did you have any involvement in supporting the recent hurricane victims?

Response by MSgt Private RallyPoint Member made Nov 3 at 2017 1:22 AM

MSgt Private RallyPoint Member — Fri, 03 Nov 2017 01:22:23 -0400

MAJ Tom Shull Why does AAFES push the Military Star Card so "forcefully"? It's seems predatory, in my opinion, and it causes financial stress on young Airmen/Sailors/Soldiers/Marines who have recently entered service. Are profits truly more important than financial stability of your clientele?
I am not excusing anyone of personal responsibility concerning finances, but some kids enter the service right out of high school with no life experience. 10% off purchases seems like a sweet deal until the bills start to pile up.
Is this something AAFES has ever discussed, and is it possible to change the tactics of advertisement and promotion of the Military Star Card?

Thank you.

Response by SPC Erich Guenther made Nov 3 at 2017 4:15 AM

SPC Erich Guenther — Fri, 03 Nov 2017 04:15:24 -0400

I was very happy USAA opened to Veterans. I rarely used the PX when I was on Active Duty. The biggest obstacle back then was customer service and your sales people never negotiated on price. I mean C'mon I can walk into any Macy's and get a floor sales person to cut me a deal on price. Try that at the PX and they treat you like a potential thief. Anyways, hope you changed with customer service or at least changed the "all tag prices are final" policy. Prices I can still do better by going to a civilian place just doing a quick compare with your website now.

Response by MAJ Bill Rausch made Nov 3 at 2017 11:32 AM

MAJ Bill Rausch — Fri, 03 Nov 2017 11:32:32 -0400

Thanks for joining us Tom! Leading a veteran focused non-profit what's the best way I can help you achieve your goals and objectives to serve our community?

Response by CDR Private RallyPoint Member made Nov 4 at 2017 2:19 AM

CDR Private RallyPoint Member — Sat, 04 Nov 2017 02:19:55 -0400

Thanks MAJ Tom Shull for engaging the RallyPoint Shared Content community through our Q&A! I have always been a fan of The Exchange and the services provided. One of the limits placed on potential overseas Exchange patrons is the ration card. In addition to being an eligible Exchange patron, you must meet additional administrative requirements and commit additional time and energy to be issued a ration card before you can shop The Exchange overseas. I am of the opinion that there is likely a better way to prevent the the criminal activity that the ration card was enacted to counter through off the shelf technology. How can The Exchange overseas partner with military authorities to improve access for eligible Exchange patrons while preventing ration card related criminal activity? Again, thank you.

Response by Capt Brandon Charters made Nov 4 at 2017 2:24 PM

Capt Brandon Charters — Sat, 04 Nov 2017 14:24:12 -0400

Thanks for jumping on to answer our questions, MAJ Tom Shull. With the big news of online AAFES access for veterans, how have you reshaped your team and facilities to take on this important new mission?

Response by PO2 Amanda Morgan made Nov 6 at 2017 8:33 AM

PO2 Amanda Morgan — Mon, 06 Nov 2017 08:33:45 -0500

Where do we ask questions?

Response by SPC Steven Nihipali made Nov 6 at 2017 9:21 AM

SPC Steven Nihipali — Mon, 06 Nov 2017 09:21:49 -0500

I'm happy to know I can now use my time served as something honored. Because I love so close to Ft Sam Houston, is there a possibility to use the 'site to store" option like Walmart or other online shopping can be done?

Response by CPT Bob McDonald made Nov 6 at 2017 12:08 PM

CPT Bob McDonald — Mon, 06 Nov 2017 12:08:23 -0500

Tom, we've heard that the government subsidies of AAFES are not as high as we older Veterans were used to. As such, how price competitive is AAFES versus your neighborhood Walmart? What do you see as the reasons Veterans should shop at AAFES? How is AAFES dealing with the movement of sales toward the internet? Thanks so much for coming on RallyPoint. I am a huge believer in the service AAFES provides to service members, Veterans, and their families.

Response by SPC David S. made Nov 6 at 2017 5:50 PM

SPC David S. — Mon, 06 Nov 2017 17:50:15 -0500

Thank you for joining us here and as well for your continued service to the military community.

What's has been the most difficult Mobile Field Exchange (MFE)?

Just signed up to shop online - now that the Exchange is online.

Response by SSG Carlos Madden made Nov 7 at 2017 10:46 AM

SSG Carlos Madden — Tue, 07 Nov 2017 10:46:33 -0500

Hello Sir,
Thanks for your time. My question is since this benefit will now be open to veterans, how many more customers do you project will shop with the Exchange in the next year? As consumers, what kind of impact can we expect this growth to have on prices?

Response by SGT Mark Halmrast made Nov 7 at 2017 12:09 PM

SGT Mark Halmrast — Tue, 07 Nov 2017 12:09:53 -0500

Thank you for joining us on RP, sir.

No question, just a comment: thank you for creating the opportunity for vets to join The Exchange online. It was a pleasant surprise and I simply want to offer a "thank you" for that benefit.

Also, thank you for applying your business skills and experience to AAFES. Your leadership and business acumen will strengthen this important retailer.

Sgt Mark Halmrast

Response by SSG Edward Tilton made Nov 7 at 2017 12:49 PM

SSG Edward Tilton — Tue, 07 Nov 2017 12:49:22 -0500

Waste of time. The exchange has nothing I want

Response by CPT Robert Louthan made Nov 8 at 2017 6:50 AM

CPT Robert Louthan — Wed, 08 Nov 2017 06:50:44 -0500

If I never have to walk into a store, I am a happy man. What does the online strategy for AAFES look like for the next several years?

Response by SSG Ron Davis made Nov 8 at 2017 2:47 PM

SSG Ron Davis — Wed, 08 Nov 2017 14:47:36 -0500

Where can i go to get info on the online AAFES benefit?

Response by MAJ Tom Shull made Nov 8 at 2017 3:52 PM

MAJ Tom Shull — Wed, 08 Nov 2017 15:52:15 -0500

Hello RallyPoint! It's great to be here with you today and share the news of the new lifelong tax-free online military exchange shopping benefit. Find out more at https://www.shopmyexchange.com/veterans.

veterans.

Response by SSG Ernest Gonzales made Nov 8 at 2017 4:49 PM

SSG Ernest Gonzales — Wed, 08 Nov 2017 16:49:06 -0500

Thank you so much for the push to allow honorably discharged Veterans shop online at the exchange...I think this is a great benefit to all who honorably served. I do have a question though...if we do get on base, can we use our VA card or Veteran stamped state drivers license to access or shop on our own?

Response by SSgt Jim Gilmore made Nov 8 at 2017 8:21 PM

SSgt Jim Gilmore — Wed, 08 Nov 2017 20:21:27 -0500

Major Shull, I am old school USAF. When I came in the BX/PX were great places to shop for good deals. When I was CONUS in 2014 and just this past summer, I see that deals are not so much deals anymore and the only "savings" seems to be in the form of not paying any tax. What is your plan to be more competitive with the civilian operations outside the gate and increase revenues? BTW, allowing all honorably discharged Vets to shop is a start....

Response by CWO2 James Mathews made Apr 25 at 2018 4:43 PM

CWO2 James Mathews — Wed, 25 Apr 2018 16:43:12 -0400

Master Tom Schull;

I am curious about the new system within the exchange here at the Naval Submarine Base, at Groton, CT. For years, when I first moved into this area, 30 some years ago, if I had a question or comment for the commisary manager I simply went to the office and made my suggestion or added my compliment. Recently, one of the store workers was very nice to my wife when she had a weak moment walking. When the event was over and my wife had recovered, I walked to the office to compliment the Manager and ask them to pass my gratitude on to the young man, knowing that a good word from the boss is always better than a word from a customer. As I entered the office, a woman sitting at a desk screamed at me to ,"Get Out!!!!," when I attemped to explain she rang some sort of alarm and began calling for the store police, yelling that she was being invaded or some such. I must admit that my Naval Background does not allow me a great deal of patience, particularly for hysterical women. Realizing that I had no chance of any explanation with such a person, I left the store, and waited for my wife just outside the door. Nothing further was ever said or done. My question, is this a new standard practice in our militarary commissaries that civilians have this authority over a military officer merely trying to award a young man some gratitude? My understanding was that the commisary was there for servicemen and veterans, and the civilian employees there to serve the customers. If I am mistaken over some new policy, perhaps I should know about it before allowing my wife to return. Respectfully, J.L. Mathews, MCPO, CWO-2, (Ret.).