Business Profile

Clothing

Aritzia LP

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Aritzia LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

168 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:14/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a complaint against Aritzia regarding an online order I placed for two dresses.I placed an order for two dresses. Upon arrival, one of the dresses was the incorrect color, and the correctly colored dress did not fit properly. Consequently, on March 9th, 2025, I initiated a return for both items using a ***** return label provided by Aritzia.I have confirmation from ***** that they did not weigh or measure the package at any point during the return process and relied solely on the information provided on the return label.Despite this, Aritzia is now claiming that they only received one of the two returned dresses and are refusing to refund me for the missing item. After reviewing Aritzia's track record online with other customers they have countless complaints with similar situations, I have noticed that this issue of missing return items and subsequent refusal to refund appears to be a recurring complaint against their company.Aritzia has stated that after their internal review, they have determined they cannot issue a full refund due to the alleged weight of the returned package. However, this justification is irrelevant given *****'s confirmation that the package was never weighed.I have returned both items as instructed and have proof of shipment via the ***** tracking. I am requesting your assistance in resolving this issue and ensuring that Aritzia provides a full refund for my order, as they have received both returned items.Thank you for your time and attention to this matter.
Business Response
Date: 16/04/2025
Aritzia has completed a thorough review for the return RA77434731 in case 6461142.Our distribution centre has confirmed that only one item was received in their return and the other was not physically located in the return. As such, we are unable to proceed with a refund for the missing item as the weight of the parcel remained the same throughout shipment. At this time, we are unable to provide a refund for the item (Saturn Mini Dress (Black, S)) from this return. Our management team is aligned with this and will not be able to overturn the decision.
Customer Answer
Date: 16/04/2025

Complaint: 23203199

I am rejecting this response because I know that I shipped both items and the weight was not measured at the time of me shipping the item from ***** as the shipping company has confirmed. The weight of my package was predetermined when Aritzia emailed me a return label while I was at the ***** location. This company has a fraudulent history from numerous searches online this is a very common practice for them to not refund when a return was completed. I will not accept this because I had no reason to, nor would I ever keep something that I did not want.

Sincerely,

****** *****
Initial Complaint
Date:11/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item online with Aritzia, when I received the package, it had been tampered with, it looked like someone had cut the address label of the package and taped it to another box, Im guessing they took the item and replaced it with a bunch of wires in the new box. I had contacted Aritzia and told me that they could t reimburse for it, because it was packaged properly from there end, so I contacted the shipper ****** because I figured that Aritzia must have insurance with them, eventhough it should t have been my responsibility to chase ****** but I did, and they have told me that they sent Aritzia a cheque so they can reimburse me, but Aritzia, has said that there is no way to find this cheque, this must be common practice, but they basically said they cant to anything about it. I have emailed them atleast 30 times, with no luck. So now I have no item and I am out the money too. I am so frustrated.
Business Response
Date: 16/04/2025
Aritzia completed a thorough review for this client under case 5777155 for the order A3927665. Aritzia found the correct items were sent in this package during our internal review and delivered successfully. At this time, we're unable to proceed with a refund or alternate resolution. If the client suspects their package was tampered with or stolen after delivery, we recommend reaching out to their local police department for further steps. Should the police department need further information, Aritzia is happy to cooperate with them directly.
Customer Answer
Date: 16/04/2025

Complaint: 23189389

I am rejecting this response because: Aritzia has received the refund from ****** so they should be giving me my money back.

Sincerely,

**** **********
Initial Complaint
Date:03/04/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Aritzia regarding the wrongful restriction of my customer account due to a ****** dispute that I had no involvement in. My case number with Aritzia is *******. My name is ***** Jujooste. Aritzia has blocked my ability to place online orders, claiming the restriction is linked to Order A6320610 / Case #*******. However, that order was placed by my sister, ******* Jujooste, through her own separate Aritzia and ****** account.I have never used ****** for any purchases with Aritzia, nor have I ever filed a dispute or had any open cases with the company. Despite explaining this and escalating the matter to their management team, I was told my account will remain blocked until my sister resolves her dispute with them. This decision is based solely on our shared last name and not on any factual connection between our accounts.This has resulted in:An unfair restriction on my account as a separate, paying customer Denial of the ability to make purchases or receive customer service A refusal to investigate my case independently from my sisters I find this treatment to be unacceptable and discriminatory, as it assumes shared responsibility without evidence or legal basis. I have asked Aritzia to release my account and they have refused, despite acknowledging that the disputed order was not mine.Resolution Sought:I would like Aritzia to:1.Remove the restriction from my customer account ************************* in writing that my account is separate from my sisters and should never have been blocked.3.Update their internal policy so that customers are not penalized based on unrelated individuals disputes.
Business Response
Date: 09/04/2025
Aritzia completed a thorough missing package claim under case 6213235 for the order A6320610. Under this review, our internal team found the package was successfully delivered to the address on the order. As such, we won't be proceeding with a refund or replacement of this order. If the client suspects their package was stolen, we recommend reaching out to their local police department for next steps.
Customer Answer
Date: 09/04/2025

Complaint: 23153689

I am rejecting this response because:

I am writing to clarify that I am not inquiring about case #******* for order A6320610, which belongs to my sister, ******* Jujooste. My name is ***** Jujooste, and I have my own Aritzia account and have never used ****** for any of my orders.

Despite this, Aritzia has unfairly blocked me from placing any future orders, apparently due to my sisters unrelated case. I find this action to be discriminatory and unjustified, as I am a separate individual with no involvement in her situation.

I respectfully request that Aritzia review this matter again and stop associating my account with my sisters. I am seeking a resolution that allows me to shop with Aritzia independently, without being penalized for a situation I had nothing to do with.

Thank you for your assistance.

Sincerely,
***** Jujooste,
Initial Complaint
Date:02/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 15th, 2025, I placed Order No. A7481698 from Aritzia's website for $1,127.79, using my credit card. The order shipped in two packages via *****. The first package contained the incorrect item. I reported the issue, returned the item, and was refunded. The second package never arrived. I called Aritzia's customer service and reported the missing package on March 4th. They issued a refund and placed a new order (Order No. A7481698) to replace the lost items. The new order cost $911.19, and shipped in two packages. The first package contained another wrong item. I reported the issue, returned the item, and was refunded. When the second package arrived, three of the four items were incorrect. On March 7th, I requested to return all four items, and noted that I had received incorrect items. I shipped the return via *****. I placed a final order to replace some items. Two of the items were correct, and two were incorrect. I returned all four items and was refunded. On March 21st, I called Aritzia again, as I had not received my refund. They said they would ship the items back. On March 28th, after receiving the package, I called Aritzia to request a return label. The agent told me I would receive a return label via email in 20 minutes. Instead, I received an email informing me that I would not be refunded. I called Aritzia again. The agent suggested that the issue may be that some of the incorrect items were items I had purchased from Aritzia 4-5 years ago. I let her know that I never bought some of the items I received, and no longer own the others. I checked Aritzia's website and found they still sell these items. The agent said she would request that her manager call me. I spoke to her manager, ******, the next day. She asked that I email photos of the items, so I did. On April 1st, ****** confirmed that I would not be refunded. I cannot even return the correct item, which cost $450. I am shocked and confused. I hope that you can please help. Thank you!
Business Response
Date: 09/04/2025
Aritzia completed a thorough review under case 6494114 for the items returned, RA77437720. Aritzia found they were unable to process this return as the items delivered to us did not correspond to their order. Our internal team shipped the items back to the client and informed them we could not move forward with a return or refund. In addition, due to multiple claims being made on this account, we will no longer be able to ship online or boutiques order to this client. They are more than welcome to shop in our boutiques moving forward. This case has now been closed and our management team will not be overturning this decision.
Customer Answer
Date: 09/04/2025

Complaint: 23152942

I am rejecting this response because:
The items delivered to Aritzia during the return process did not correspond to my order because Aritzia did not deliver the correct items to me. When processing my return online, I listed the reason for the returns as being because I received the wrong items. Then, I sent back the incorrect items I received.
Multiple claims have been made on my account because the order I placed on 2/15/25, #A7481698, was lost by ****** the replacement order I placed on 3/4/25, #A7743772, had incorrect items and the final replacement order I made on 3/7/25, #A7780651, had incorrect items.
I have been ordering from Aritzia for five years and have never experienced issues like this before. I am shocked that they would attempt to steal my money by making me pay for items I did not receive and then penalize me for their own shipping mistakes. I have read online that many customers have experienced this issue with **********************, and I am so frustrated and disappointed by their handling of this case that I do not mind no longer being allowed to order from their website, even though this retaliation is absurd to me. I just want to be refunded for the incorrect items I have paid for.
Thank you for your help.
Sincerely,

***** *****
Initial Complaint
Date:01/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding order A6993267. Item was returned and was received by Aritzia return facility on 1/27/2025. The ***** tracking # ************ shows that the item was returned and delivered back to Aritzia. **************** admits that the item was indeed delivered to their facility by *****, but return facility lost the item. It has been over 2 months and Aritzia return department are unable to locate the item. Aritzia refuse to issue refund of the item received by their return department. At this time they want to continue looking for the item at their return facility despite it has been 2 months now. It is unreasonable and unacceptable to go beyond this time to locate item that was clearly delivered and lost at the return facility. This behavior is very concerning and unprofessional. Im requesting no further delay in issuing the refund.
Business Response
Date: 01/04/2025
Aritzia has opened a thorough investigation with our internal teams regarding the order A6993267 in case 6440985. Through our review, we can confirm the Super Puff Mid was not received at our ******************** Our management and internal teams will not be overturning this decision and will not be refunding the client for this order.
Customer Answer
Date: 01/04/2025

Complaint: 23136901

I am rejecting this response because:
return Item arrived at Aritzia return department in *********, ** on January 27, 2025 at 11:00 AM as shown in the attached proof of delivery.
Aritzia was provided on multiple occasions that the return item was successfully delivered via ***** to their distribution center.
Aritzia distribution/return center lost the item at their facility and here myself and ***** are not responsible for this loss. Indeed this shows lack of accountability of Aritzia in losing returned merchandise at their facility.

Again, ***** confirms the package was delivered, meaning the responsibility for processing the return and issuing my refund lies with Aritzia. Given the circumstances, I kindly request that my refund be processed immediately in accordance with their return policy. Mishandling and losing returned item at the distribution center after delivery by ***** solely falls on Aritzia.

Sincerely,

**** ******
Initial Complaint
Date:31/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Aritzia on March 14 (Order #A7901228) totaling $1,513.60. The items were shipped in multiple parcels. On March 16, 2025, I was charged $939.40 for a shipment that was supposed to include The Effortless Pant in Vintage Navy, size 2 ($148 + tax = $162.80).While the package was delivered sealed and untampered with, the pants were missing. I contacted Aritzia Concierge. They conducted an internal review but ultimately denied a refund or replacement based solely on the parcels weight, which is not conclusive proof the item was packed. I made every attempt to resolve the issue *************** their final message, Aritzia also referenced multiple claims (without explanation) and informed me they would no longer fulfill future orders. I have since returned the rest of the items in the order except the missing pants, which I never received.I am requesting a refund of $162.80 for the missing item.
Business Response
Date: 01/04/2025
Aritzia has completed a thorough internal investigation in case, 6508886 for the order, A7901228. Through this review, Aritzia has found the missing item was shipped and delivered successfully to the client and as such, we won't be refunding them for this claim. As this client has made multiple claims with Aritzia, we will no longer be able to ship future orders to the client in order to support successful deliveries and for the safety of the client. The client is more than welcome to shop within our boutiques and we will not be overturning this decision due to the information provided.
Customer Answer
Date: 01/04/2025

Complaint: 23135207

I am rejecting this response because: Thank you for the response, though I find it both dismissive and misleading.

Citing the packages weight does not definitively prove it was packed, and does not address the possibility of human error during fulfillment.

Your reference to multiple claims is both inaccurate and discriminatory. I spoke with an Aritzia supervisor who confirmed that the only other issue on my record was over five years ago, and that claim was Aritzias fault, not mine. It is deeply concerning that Im now being penalized due to a single issue and a years-old incident that I had no fault in. This feels like a convenient excuse to discredit a legitimate claim and avoid accountability.

I have returned the remaining items from the order and am simply requesting a refund of $162.80 for an item I never received. Being denied service and accused of misconduct without evidence or transparency is not only unjust it borders on discrimination.
This pattern of discrediting legitimate concerns and citing outdated, unrelated incidents to justify denying service feels both retaliatory and discriminatory. I am asking for a fair and unbiased resolution based on the facts of this case not assumptions or a history inaccurately framed to shift blame onto the customer.

Sincerely,

**** ****
Initial Complaint
Date:25/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to Aritzias repeated failure to provide a return label and the unacceptable lack of follow-through from their customer service team. Over the past 24 hours, I have contacted Aritzia six times, each time being reassured that the issue would be resolved. Despite these repeated efforts, I have yet to receive the return label, nor have I been given a clear resolution.This issue began when my items were incorrectly marked as final sale, preventing me from initiating a return. After finally getting confirmation that I was eligible for a return, I was told I would be sent a return labelbut it has never arrived. Instead, I have been forced to repeatedly reach out, wasting my time with customer service representatives who fail to follow up or provide misleading ************* make matters worse, in my most recent interaction, the customer service representative explicitly stated they would stay on the chat until I received my return labelonly to abruptly end the conversation without resolving my issue. This blatant disregard for customer service and accountability is unacceptable.Given the inexcusable delays, lack of resolution, and the initial error on Aritzias part, I am now requesting a full refund, regardless of whether the return label is sent. Aritzia has failed to fulfill its customer service obligations, and I should not have to keep chasing them to correct a mistake they made in the first place.
Business Response
Date: 01/04/2025
The client reached out on March 22nd to initiate a return for their order, A7819407 in case 6497311. Aritzia let the client know their items were not marked final sale and can be returned for a full refund within the return and exchange policy. Typically our return shipping labels will arrive to the client's email or be available to view under their order history. As the client reached back out regarding an issue with the label and not receiving it, our Concierge Team provided the client a manual label which was emailed to them March 23rd within 24 hours of the client reaching out. The clients return has now shipped back with the return tracking number: 880004054152 and they can expect a refund within 7-10 business days.
Customer Answer
Date: 01/04/2025

Complaint: 23106120

I am rejecting this response because:
- there was no reason my items should have been marked as final sale in the first place. Many customers probably wouldve just accepted that and not pursued this further, which I fully believe was Aritzias intent.
- there was no reason I should have had to reach out multiple times for a return label. Aritzias actions show intent to withhold my money, all the while inconveniencing me. Additionally, I believe they were attempting to withhold my label through the end of the return period so that I would not be able to obtain a refund. Aritzias customer service representatives fully lied to me all while holding onto my funds and I do not want to see this happening to other customers

Sincerely,

******* ********
Initial Complaint
Date:24/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Package was left outside and was taken , notified the company from which the order was placed with and told me to wait for a internal review that takes up to 5 to 10 days just to finally be told I couldnt even get a replacement shipment!
Business Response
Date: 01/04/2025
Aritzia completed a thorough internal investigation under case 6464478 for the order A7769923. Under this review, Aritzia has found the package was successfully delivered as per the proof of delivery. Should the client suspect theft, they'll need to reach out to their local police department to file a report. Aritzia will not be refunding the client or overturning this decision due to the information provided.
Customer Answer
Date: 02/04/2025

Complaint: 23108376

I am rejecting this response because I still dont have my order replacement or my refund, so what am i supposed to do ! ?

Sincerely,

**** ****
Initial Complaint
Date:24/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Aritzia refusing my return back to payment method Order was placed on Order shipped on Order recieved on I took the jacket to my local store for a return, they began the returns process then realized my return was paid with after pay so they said I needed to go home and start the return process online. I had to go out of town and come back and didnt have a chance to ship it before then, I figured I had time.However I just looked at my return authorization and it's stating I am only eligible for a gift card due to the timing. When I went into the store NO ONE at the register mentioned that to me so the window lapsed and now I'm out $278 to Aritzia which is quite frankly a HORRIBLE customer service issue. In store they didnt tell me my window was closing and they didnt even know they couldn't return after pay items, they had to call a manager and ask like three other people in the store to figure it out.Its been a disaster and Im seeking full refund of the item I purchased, its in unworn, unused condition with tags on .RA76946400
Business Response
Date: 25/03/2025
The client reached out to **************************** on March 21st to advise they returned an item after the 14 days return policy and were issued a gift card as a refund instead of their original method payment (Afterpay) under return request RA76946400. Client advised they were not informed of the return or exchange policy in-store, would be escalating their case to corporate, and ended the live chat interaction. All return and exchange policies are available online for the purchaser to review before placing the order and serve as the terms and conditions of their purchase. As the client missed the 14 days return window to request the return online to their original method of payment they were issued an -e-gift card. The client was not granted return assistance in-store as they specifically utilized an online and client exclusive payment platform, and took the item in-store to be refunded on a payment tender not accepted in physical stores. The client has been contacted via email on March 25th in assistance to process a tender swap by having their e-gift card de-valued and their Afterpay account credited. The client is able to work through Concierge to have their return resolved.
Initial Complaint
Date:17/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a dress from this company for $66.76 (including shipping and taxes) and they are only returning $50.70 to me after sending me a dress with bleach on it!
Business Response
Date: 18/03/2025
The client placed Order A7816527 for the Goodlux Bloomsbury Dress (item #******), under a guest account with the order total of $66.76. All online orders placed under an account are eligible for free shipping and return fee's waived as indicated online. The client created a return online on March 12th for the item indicating the reason as 'Other' for Goodlux Bloomsbury Dress. The item was not returned under the reason code damaged, nor is there any case history on their client profile with Concierge of the client reaching out to advise the item arrived with a bleach stain. Therefore the automated return system deducted and $8 return shipping fee and issued the client a $50.70 return total back to e-gift card as the item was purchased on sale. We recommend the client reach out to Concierge (customer service) via Live Chat, Phone, or Email if their order was received damaged to be assisted appropriately regarding their concern as the website is unable to identify if the item was received damaged and will process returns within the applicable policy. In light of how the item was received $8.06 has credit back to the client twice under credit memo CA78165270 and CA78165271 to ensure the shipping fee and return fee is waived. They can anticipated both credits to be received in 2-5 business days, and as the return was received back under ***** Tracking number ************, the client can expect $50.70 within 7-10 business days. The client was sent an email on March 18th to extend a tenderswap by having their e-gift card devalued and a credit for $50.70 would be issued to their original method of payment
Customer Answer
Date: 24/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me- they returned my money to me in full for the damaged dress.

Sincerely,

****** *******

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Aritzia LP is NOT a BBB Accredited Business.