Complaints

• Initial Complaint

  30/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered gifts for Christmas and my order never arrived. I reported it to Aritzia over 3 weeks ago and have followed up twice to which I was told that when I follow up im moved to the bottom of the que. i'm very frustrated and would like a resolution to this issue. When I check online it shows credit completed but I havent gotten a refund. Please shed some light. Thank you.

  Business response

  30/01/2025

  The client sent an email advising their order A6419819 was marked as delivered via tracking number 1ZC1G3720301845064 on January 8th but was not received. Concierge responded back on the 15th advising they have opened up a missing package claim and will follow up in 3-5 business days. The client followed up the same day and on the 20th despite being informed they would be followed up with in 3-5 business days, pushing the case out of the internal teams queue and back to Concierge. The client followed up on January 23rd, and Concierge informed the client they would hear back in a few days and our internal teams are experiencing delays due to heavier than normal queue. On the 30th, the client was contacted by the client experience team and advised their case has been escalated and to allow 1-3 business days for the resolution on their case. 

• Initial Complaint

  27/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/29/25, I placed order number A6254302. The order was shipped in three separate packages and one of the orders I did not receive. I included the proof of delivery photos of the three packages provided to me by ***** to Aritzia Concierge when I contacted them on 1/3/25. In the photos, you can clearly see the package I did not receive was delivered to another address and not the same address the two other packages were delivered to. The package I did not receive included a single pair of sweatpants that I paid $56.25 for. I finally received an email from Aritzia Concierge, *******, on 1/8/25 and was told it was being reviewed by the Internal Review team and I would receive an update in 3-5 business days. Ive reached back out numerous times and have not heard anything at all, not even an update. Its been almost a month and I am requesting the money back for the one item in the order I did not receive.

  Business response

  30/01/2025

  The client emailed in on January 3rd advising one item (Cozy Fleece Mega Straight Sweatpant) from their Order was shipped separately and marked as delivered under tracking number 435736476939 on January2nd, 2025. Concierge set up a missing package claim and responded back to the client on January 8th advising the claim was opened, and a follow up would occur in 3-5 business days. The case was moved into our internal team's queue for a resolution support, but despite the client being informed a follow up would occur in 3-5 business days the client sent numerous follow up emails on the 10th, 13th, and again on the 21st. Due to the email the case was moved back into our queue and delayed the response rate from our internal team to provide a resolution. The client live chatted on the 21st, and was informed that the case has been shared with our internal team for assistance and advised on a higher than normal volume of inquiries for our internal teams. On the 30th, the client was contacted by the client experience team and advised their case has been escalated and to allow 1-3 business days for the resolution on their case. 

  Customer response

  30/01/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  24/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 27th I ordered a pair of Golden BUTTER Crossover Flare Hi-Rise Leggings for my daughter for $65. The first time my daughter wore them, she was sitting on he carpet and went to get up. Just from her knee rubbing on the carpet they ended up with a hole. She didn't even get a days west out of them. I contacted customer support and was told that they would not exchange for a new pair because they don't return or exchange for quality issues involving any type of friction. I don't want my money back, I only want an exchange.

  Business response

  30/01/2025

  The client reached out January 24th via Live Chat and advised their daughter developed a hole on the knee's of the Butter Crossover Hi-rise Flare 32" Legging purchased on January 27th from Order A6149127. The Concierge advisor informed the client that due to the nature of how the hole developed, it may not be concerned a quality issue based on external force. Nonetheless a quality assurance review was extended to the client and an email was sent directly to the client after the live chat to request photos of the leggings for review. Concierge has not received any visuals to support the client in a quality assurance review and will reassess a resolution should they wish to send those over. 

  Customer response

  30/01/2025

   
  Complaint: 22852958
  
  I am rejecting this response because:

  I never recieved anything from Aritzia after I spoke with their customer service. I was told I would recieve an email and none was recieved.  

  I would be glad to send information to them, however, I cannot send something if I don't know where to send it to.  They have made this so difficult to find any resolution. Again, I'm not seeking my money back. I am simply wanting a replacement for the item that they said was fine and not a quality control issue even though their agent never looked at it. An article of clothing should not become damaged after simply sitting on a carpet and getting up.  

  Aritizia has been horrible to deal with. 

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  24/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the jacket online on January 21st 2025. The jacket was on sale. I paid ****** as the jacket was 30% off. Unfortunately, the jacket doesn't match the website desciption. The model shown on the website is different than the model that arrived. Aritzia is posting different models online and sends different ones. I immediatley escalated once the jacket arrived showing photos on the website and my jacket that arrived. I took photos and showed that the style of the hood doesn't match the jacket I wanted to order. Aritzia refused to refund me. I escalated at the *****************. The cashier was mean and rude and exchanged the jacket for the same model that they already sent me. So what Aritzia is doing is being dishonest with clients. they attract potential clients by posting certain styles on the website but they end up sending what they have left in the warehouse and they change the labels saying it is the correct item. Once the item arrives and client is escalating return they say they acnnot exchange it cause it's a sale item and they can only give store credit. I asked for replacement for the same item that was on the website. business has also denied to expedite shipment for me and they denied that as well.

  Business response

  30/01/2025

  The client reached out to Concierge over live chat on December 22nd, 2024 advising they received the wrong item from their Order A7014993. Concierge was apologetic and proceeded with requesting photos via email while the client was on live chat to provide immediate support. Concierge reviewed the photos that were sent back in email response, and advised the client over live chat that it appeared they received the correct item they ordered (*******************). The client advised the jacket they received did not reflect the images of the item online as they appeared to be (lighter) and requested to escalate to a manager. The advisor extended an exchange, to make things right despite advising that they cannot guarantee that the item will be any lighter and informed on the exchange process. The client was advised that we do not have the ability to process straight exchanges online and they could assist in return and reorder. The client was not willing to proceed with reprocess a new order, and a exchange in-store was extended to accommodate the client. The advisor set up the client to visit our ***************** Aritzia on December 23rd, 2024 to process an exchange and have the sale price it was purchased at to be honored. The client live chatted back in on January 22nd, 2025 after having completed the exchange by having the new style delivered to the client under Order ID ****************. The client requested a refund to original method of payment as the original Parka they received as there was an issue with the hood of the jacket they exchanged for was a different size and color. The advisor recommended the client wait to receive the item to better understand if the item lived to the client's expectations to provide a resolution. The client requested to expedite the shipping while the package was already in transit, therefore the advisor informed the client they were unable to modify the shipping method as it has already shipped. It is important to note the size of the hood is not listed on the website and is standardized across Parka styles to be the same. In addition to the fur trim of the jacket will not be the same on every single jacket as although it's is faux, it is intended to appear as real fur which will look slightly different on each jacket. 

• Initial Complaint

  20/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  However, I never received the package. As soon as I became aware of this issue, I promptly contacted your customer support team to report the missing order and request assistance. I consistently followed up over the course of more than a month, hoping for a resolution. Throughout this time, your representatives reassured me that the matter was being thoroughly investigated and that a solution would be provided.Despite my patience and persistence, I was eventually informed that your internal review concluded the package had been delivered to my address. Based on this conclusion, my request for a refund or replacement was denied. However, this decision was made without providing me with any concrete evidence to support the claim that the package was delivered. No delivery confirmation photo, recipient signature, or to confirm that I personally received it.This lack of proof has left me feeling frustrated and dismissed. Without tangible evidence, it is impossible for me to understand or accept the conclusion of your review, particularly when I know I did not receive the order. The absence of detailed delivery confirmation not only undermines the credibility of your review process but also raises serious concerns about the reliability of your shipping procedures and your ability to resolve issues fairly for customers.I am disappointed by how this situation has been handled. While I understand that investigations take time, the excessive delays in communication and the lack of transparency during this process have only added to my frustration. It is unacceptable for a loyal customer to be left waiting for over a month, only to receive a vague conclusion that does not address their concerns or resolve the problem.Given the circumstances, I feel I have been unfairly held responsible for an issue that is beyond my control. I am now left without the order I paid for, with no recourse for a refund or replacement, despite my repeated attempts to seek resolution.

  Business response

  21/01/2025

  The client reached out on December 11th via email advising that their Order A5009960 was marked as delivered under tracking number 431350941420 on December 10th 2024 but was not received. Due to an increased volume of inquiries, our response time had increased for all clients, and the case was escalated to our internal team for investigation on December 17th. The client followed up on December 18th to advise on their package and they were informed a missing package claim was opened and passed off to our internal team to advise on the resolution. The client followed up on December 31st and January 14th, and was informed that our Concierge team is still pending the resolution from our internal team. On December 15th, the case was passed back to Concierge and the internal team advised that a resolution would not be extended as the proof of delivery and courier GPS indicated that the package was successfully delivered to the address on the order. The client was informed accordingly via email on December 18th that through Aritzia's internal review the package was found to have been successfully delivered. The client responded back via email on December 19th and then connected with a Concierge Advisor via phone to escalate their claim. Concierge informed the client that the resolution would be upheld based on the information gathered in the investigation, and recommended connecting with the police should they believe the package was stolen. 

  Customer response

  21/01/2025

   Complaint: 22832315
  
  I am rejecting this response because:

  I must point out that the resolution provided lacks sufficient proof of delivery. Specifically, there is no signature or any other confirmation to verify that the package was delivered and received at my address. Without such proof, I cannot accept the claim that the package was successfully delivered.
  
  
  I kindly request that you reconsider this matter and provide a resolution, as the current outcome does not address the lack of tangible evidence confirming delivery. I look forward to your response.
  
  Sincerely,
  
  Trav Ness

  Business response

  30/01/2025

  A thorough review has been completed and our management team is aligned with the decision from this process. We do plan on upholding the resolution theyve decided upon based on the information gathered (Proof of Delivery and GPS from courier).

  Customer response

  30/01/2025

   
  Complaint: 22832315
  
  I am rejecting this response because:

  You keep saying thorough investigation but there is no proof delivery so wheres my order.
  
  Sincerely,
  
  Trav Ness

• Initial Complaint

  16/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order, order #A4727352 under ***** ******, ********************** to an address in ******, ***I was missing multiple items when the package arrived (Butter essential cami ****** $36.00 and Homestretch squareneck longsleeve ***** $28.00)I submitted a report to Aritzia concierge and finally heard back after a week (INTERNAL REVIEW *******) asking me if I had received the package - even though I had already told them YES, I did receive it but was missing 2 items. I responded repeating this and never heard back. It has now been FIVE WEEKS since my initial inquiry. I followed up twice since, and still have not heard back and am being ghosted by the company. My last inquiry was on January 8th that I have still not heard back to. I also tried to call, and use the chat function and was hung up on.ADDITIONALLY, I returned items TNA **************** item no: ****** teal AND TNA **************** item no: ****** claremont. I returned these items immediately upon recipient. I was not given a refund back to my card as requested, and was instead sent a gift card. I reached out under the same (INTERNAL REVIEW *******) regarding this error as *******, all in all, I should be refunded ***** for the gift card PLUS refunded for the 2 missing items in the original package (the $36 and $28 plus fees and taxes) back to my ORIGINAL PAYMENT.

  Business response

  21/01/2025

  Client reached out via phone on December 10th to inform us that their package was missing items (Butter Essential Camisole and Homestretch Squareneck Longsleeve), but received the remaining 7 items from their Order A4727352. The client was informed they would be reached out to within 3-5 business days to get their missing package claim set up. On December 16th a member of the Concierge team inquired for additional information (i.e., signs of tampering upon delivery) as part of the missing package claim. The client responded advising that the package was not damaged or had any signs of tampering, and during this investigation they processed a return request for items received from the same order. The client requested a refund online under return confirmation RA47273520 for two **************** T-Shirts for $43.30 back to e-gift card. Client expressed frustration with receiving a refund for an e-gift card. Due to an increased volume of inquiries during the holiday season, overall client response time increased and the resolution was provided by our internal team on January 19th. On January 21st, Concierge informed the client that they were able to issue a refund of $69.28 back to their Mastercard ending in 4641 under credit memo # CA47273520. The client was advised it would take 7-10 business days for the refund to be processed on their statement based on their banking institution. The client was informed that their return request RA47273520 was processed for an e-gift card due to the sale merchandise policy. As the items were on sale for less than 50% off, they were only eligible for return for e-gift card or exchange as listed on our website. The client was extended a tender swap to devalue and reissue the refund to their original method of payment. The case was resolved to ensure that the funds for the missing package claim were released by our internal team and the client was contacted via email under new case 6329179 to set up the tender swap.

• Initial Complaint

  14/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello - I placed order# A6543973 with Arizia for a Constant Coat, in size L color black. On Tuesday, January 14, 2025, I received the wrong item. I immediately called customer service at ************ and spoke to their representative, Ramsha. I then talked to ******, who said he was a manager. After providing multiple pieces of infomation, they continue to ask for me to send photos. I will now have to drive over an hour to return the coat. They never offered a discount or any compensation; at this point, I want my money back .

  Business response

  18/01/2025

  Aritzia Concierge assisted the client under case 6291330 for their order, A6543973. Our leadership team has since refunded the client to their original method of payment for $330.75 USD, CA65439730 along with their shipping fee of $7.50 USD, CA65439731. The client has confirmed they received their gift card and our Concierge Team has offered to assist them with their new order.

  Customer response

  20/01/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an item in compliance with Aritzias Holiday Return Policy, but the company refuses to refund the purchase amount.On 12/3, I purchased an Aritzia Puff Jacket as a Christmas gift for my daughter, Order #A5313711 My daughter did not want the jacket,On 12/29, I obtained a return authorization from Aritzia, and returned the jacket.On 1/9, Aritzia processed the return, and sent me a gift card, instead of a refund to my payment method.On 1/9 and 1/10, I contacted Aritzias concierge service to request a refund to my credit card, and was denied a refund due to a variety of reasons.I was first incorrectly told that my return fell outside policy.When I shared the holiday policy with the agent, I was then told that the holiday policy didn't apply, since I had not indicated it was a gift. Note: the policy does not state that any special designation is necessary to indicate a gift. Second, there is no 'gift' indicator on the order, other than requesting a gift card. Why would I request a gift card when I had the jacket sent to my address so I could wrap it for Christmas?This is a simple return of an unwanted Christmas gift, in compliance with their stated policy. I am only asking for a refund of the amount I paid. Yet, after spending more than 35 minutes with customer service, I am still holding a gift card that I cannot use. I can provide the chat transcript if needed. Holiday return policy: *************************************************************************

  Business response

  14/01/2025

  Aritzia Concierge assisted this client under case, 6267833. Our Holiday Return and exchange policy applied to gifts purchased between November 15th - December 22nd with a gift receipt. The clients order, A5313711 was purchased on December 3rd but no gift receipt was selected at checkout. The client has since followed up and we have accommodated a swap of funds to devalue their merchandise credit and refund their original method of payment. Aritzia will complete this once the client provides their gift card details. 

  Customer response

  22/01/2025

   
  Complaint: 22795925
  
  I am rejecting this response because: As of 1/22 @noon, I do not have a refund transaction posted to my original form of payment (amex credit card). 

  Attached is the last communication I received from Aritzia, on 1/18. They stated a refund was processed, but there is no evidence to show it.

  It is possible the refund will show up within the next 24 hours, but I do not want to miss your 10 day deadline.
  
  Sincerely,
  
  ***** *****

  Business response

  30/01/2025

  The client was informed on January 18th that the gift card was devalued and a credit for $249.92 was issued to the **** ending in 1001 under credit memo CA53137110. The client was informed they can anticipate their credit within 2-5 business days from the 18th. As business days do not include weekends, the client would have expected their bank to receive the funds between January 20th-24th. Any delays in postage to their online banking is at the discretion of their financial institute and can reference their end of month statement for validation. 

  Customer response

  31/01/2025

   
  Better Business Bureau:
  
  A credit was posted on 1/25/25.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the super puff shorty in the colour cloudy lilac for ****** CAD on December 16th 2024. The order shipped and was delivered to the wrong address. I have contacted the business in regards to this issue with little to no resolution. They have not offered a store credit replacement or refund. ******* has refused to come to any resolution at all and have continuously said they wont do anything. I am now out that above money and am unable to purchase a winter jacket.

  Business response

  14/01/2025

  Aritzia has completed a thorough internal review under case, 6153552 for the order, A5704340. The proof of delivery shows the package was delivered successfully to the address on the order and will not be refunding the client for this missing package claim. Should the client suspect the package was stolen, they'll need to reach out to their local police department to file a police report. 

• Initial Complaint

  09/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was pushed by there *** to buy this coat on sale even though I wanted a higher size. They had product in stock but online not in the store so they ordered online and took all my details including email and address but I never received the package nor any email on the order. Now after more than 2 weeks when I call they say they do not have the product and can only refund in store credits. Such a piece of low quality store, you take my money, make me wait, waste my time and now wont refund? You should be not only paying me refund but also money for wasting my time and effort and missing out on sale.

  Business response

  14/01/2025

  The clients order, ORD1306001058061 for The Constant Coat was cancelled/unfulfilled from our ******* ***** boutique due to low inventory. Aritzia reserves the right to cancel, decline all or part of orders for any reason as stated on our payment and security section on **************************. The boutique has since refunded the client to their original method of payment for $254.25 CAD. 

  Customer response

  14/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok. They refunded it only after I drove 3 hours to their store and pushed them to.
  
  Sincerely,
  
  ****** *******

*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. ↩