Complaints

• Initial Complaint

  04/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received my online order today and Id like to return one of the items because its too big on me. Their sizing is always a hit or miss especially for bottoms. Im a size medium everywhere but Aritzia Im a small which is what I ordered and its big! Now to return it they are charging me a fee. Why is it that the companies that sell expensive items the ones that charge for returns? *** never had issues returning items with any other company. They gladly provide free labels, but Aritzia charges I want to request a free return label and not be charged the return fee. They offered me an exchange but I need to place the order before returning the item and they collect my CC info by phone. Id rather not provide my info by phone and place the order myself. I even asked if I can place the order and they waive the return fee and they still disagreed. I just want a free return due to sizing issues

  Business response

  05/03/2025

  The client reached out on March 3rd inquiring to start a return as part of an exchange for Order A7676382. Concierge advised the client that our exchanges work as a two-step process, where a return request is created for the original items and waive the Return Shipping fee. Then, they would process the new order of which payment is collected. Once we receive your return at our distribution center, their refund will be processed in 7-10 business days back to your original payment method! The client advised they were not comfortable in extending in their payment details and checkout with ****** (client payment accessible platform). Client advised they do not have a store near them and the chat was ended. The client then reached out on the social media platform 'X' over direct message and requested the return shipping fee be waived on their Order due to the size being too big. The client was informed that that the return shipping fee is a static fee for items that are being sent back and are not waived should items not workout as anticipated. The client brings up alternative companies, and was informed that return shipping fees are still considered an industry standard. The client should be advised that our items fit differently and the size chart supports the client in making an estimated guess but cannot guarantee the perfect for them. Additionally our returns/exchange policy on our website advises that a return shipping fee is incurred on all returns. 

  Customer response

  05/03/2025

   
  Complaint: 23015792
  
  I am rejecting this response.

  I dont know why its so difficult for them to provide good customer service and provide me with a free shipping label. They asked me to call them and provide my CC info over the phone to process an exchange, but I told them I am not comfortable in providing my CC info over the phone. I always check out using ******. I prefer returning my item in this case and if I wish to order a different size, Ill do so myself safely with PayPal. 

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

  Customer response

  10/03/2025

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

• Initial Complaint

  03/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from Aritzia on 2/22/25. Normally I receive my orders from them pretty quick. But when I realized it had been a while since I ordered I went to check the order status on 2/27 and it said delivered on 2/26. First of all I never received a delivery confirmation. I submitted a claim right away, then 1 day later I got told they are not able to do anything about it WITHOUT GIVING PROOF OF THE DELIVERY. This has been my worst customer service experience!! I've sent tons of email and tried to do live chat but nobody is willing to help. Such a disappointing experience since I've been a customer for a while and use to love this store. I'm going to try to call now cause I'm not willing to just lose almost $200 just because Aritzia doesnt take ownership on what their carrier did.

  Business response

  05/03/2025

  Client reached out on February 27th and reported not receiving their package despite the tracking status showing as delivered. Concierge advised they would set up the client for a missing package claim. The client received an email the same day confirming their case was escalated to an internal team for investigation and would follow up in 3-5 business days. The case was passed back to Concierge after being investigated and the client was informed on March 2nd that after the internal review, they've found that their order was successfully delivered to the address on file. If they suspect theft, it was strongly advised filing a police report and that Concierge would be happy to work with the department with any information they may need. A refund or replacement was not extended as the *** and Proof of Delivery indicated the package was delivered to the correct address. A signature requirement was applied on file to support the client in future theft.

• Initial Complaint

  03/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Feb 17 2025, I placed an order for a black coat from Aritzia. They claimed ti have delivered it on Feb 20th at 2:32 pm. They delivered it to the wrong door. I live in a condo complex. The package is missing and I cannot locate it. They refuse to issue me a replacement or refund. Ive been going back and forth with them for 12 days. Theyre a terrible company and their customer service is atrocious. Please help me get a refund or replacement. I would prefer the refund since theyre so awful. They literally have no solid proof that it was delivered to my front door and my ring door **** picked up no activity for that time on Feb 20th. You can also see that in their delivery pic there was an Amazon delivery. I didnt get an Amazon delivery on the 20th.

  Customer response

  03/03/2025

  I ordered a coat from aritzia that I never received. The carrier delivered it to the wrong door. I live in a condo complex. However, the carrier did not take a picture of the number on the door so I have no idea which unit they left it at. I have been fighting with aritzia for almost 2 weeks over this and they refuse to look for my package or issue me a refund. I had no idea this company was Canadian until I filed the complaint. Had I know I wouldve never ordered it. They clearly do not care about their American customers. Please get me a refund asap. Their customer service is awful and I will never do business with them again. I do have pictures but your system is not allowing me to upload them for some reason. 

  Business response

  05/03/2025

  The client reached out on February 23rd advising their package was marked as delivered but they did not receive it. Concierge advisor initiated an internal review for a missing package claim. Client received a confirmation of non-receipt via email and was informed the case was escalated to an internal team and would have a follow up in 2-5 business days. The client followed up upset they had not received their order and expressed dissatisfaction with customer service despite the client being provided the necessary support and steps to open a missing package claim. Concierge provided timely responses within promised timelines. On February 28th, the Concierge team followed up to determine if the client had found/receive the package before providing the internal teams verdict on the investigation. The client advised they had not received it. The client was then informed through the internal review, it has been confirmed that this order was successfully delivered to the shipping address provided in the order. As such, a refund for their most recent claim for your package from order A7519112 was not going to be issued. The client expressed frustration and that they would file a BBB report. The client followed up numerous times via phone, and the proof of delivery was shared with the client and advised that the order was submitted without confirming the apartment number included and recommends reaching out to the building manager to have the package located in the general mailroom. 
  

  Customer response

  05/03/2025

   
  Complaint: 23011345
  
  I am rejecting this response because it is inaccurate. The package never arrived and it was dropped off at the wrong address. That is their fault not mine. My address is my unit number. I have gone back and forth with my property manager, neighbors and Aritzia. Aritzia is refusing to take responsibility for the missing package and issue me a refund or replacement. At this point I am demanding a refund because they are an awful business and their customer service is terrible . The proof from fed ex was a simple receipt saying it was dropped off at my door. In the original picture there isnt even a number on the door to show which unit it was dropped off at meaning the delivery person didnt capture the unit number in his/her pic. All doors have the unit number on them. This is clear negligence of the carrier and the business is not taking responsibility for this mistake. I want a refund. I will dispute my credit card and contact the attorney general and the media if I do not receive one. I am not paying $400 for nothing. I didnt receive my coat. This company is atrocious and I am floored by the way this is being handled. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  25/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 7, 2025, I ordered an item from Aritzia but never arrived. I immediately contacted Aritzia concierge and was advised to wait for 3-5 business days for an update. I then included the proof of delivery photos as well as photos of my address showing mis-delivery to Aritzia concierge. The photo serves as clear proof that the package was delivered to another address, as opposed to my address. I had to reach out to Aritzia for multiple times but each time I was offered a different timeframe, ranging from 3-5 business days to 30 business days Their explanation was no updates means updates,and I found it preposterous. I do not trust their customer service any more. It has been three weeks and I am requesting my money back for the order which never came to me.

  Business response

  06/03/2025

  The client was approved a refund for their missing package claim, and a refund was released on March 5th for $92.60. The client can expect to see this reflected on their end in 3-5 business days. 

  Customer response

  10/03/2025

   
  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.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  25/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had a package marked as "delivered" and it isn't here. We contacted this company months ago and it's been "under investigation" for months. Finally we got a response saying ***** delivered the package and that they'd not be refunding us. The package is NOT here. The items were NOT delivered, and we deserve a refund.

  Business response

  05/03/2025

  The client reached out over live chat on January 26th advising their package was marked as delivered but not received over Christmas. The customer service team advised that the tracking indicates the package was delivered to the address on order and signed for by an *.*****. **************** set up the client for a missing package claim and advised they can expect a confirmation of non-receipt in ***** hours. On January 28th the advised email was sent over to the client and informed they would reach out to an internal team for information and would follow up in 3-5 business days. The case processed into the internal teams queue, and anticipated to follow up in the provided timeline. The client sent an email the same day processing the case back into the general queue. Due to a high volume of inquiries in the inbox the email was no longer escalated and found once the previous emails were cleared. On February 24th our internal team found that based on their investigation  that the package was successfully delivered to the address on file to '**************************' offices. The package was delivered and signed for by the receptionist ****** *****. The client was advised that a refund/replacement was not extended as the package was successfully delivered to the address on file. The client confirmed it was delivered to their office and was either misplaced or stolen, and that they would file a chargeback should a refund not be processed. **************** advised reaching out to the receptionist or concierge that signed for the package. Alternatively, should the client believe the package was stolen we recommend filing a police report. 

• Initial Complaint

  24/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought an item on the aritzia official website ,but I did't receive the item .then I quickly told the assistant of the website at that time .but there is no answer over a month . I have been asking for the issue 4 times ,and every time they just make me waiting. and then I can't stand waiting and call for claim .they just told me that that is not their problem ,and the only way is to call the police .It is unacceptable to wait for over a month and received an answer like that .

  Customer response

  25/02/2025

  That 's my receipt of the item and the conversation with online assistant . I just want to refund about that .because I didn't receive the item .and they just don't want paid me about my loss . 

  Business response

  05/03/2025

  The client reached out over email on December 23rd advising their package was marked as delivered but not received. **************** team responded on December 27th to set up the client for a missing package claim and the email informed the client they would reach out to an internal team for information and would follow up in 3-5 business days. The case processed into the internal teams queue, and anticipated to follow up in the provided timeline. The client sent an email the following day processing the case back into the general queue. Due to a high volume of inquiries in the inbox the email was not found until the client followed up on January 8th via phone. **************** apologized for the delay an advised the client to call for updates instead of emailing to avoid disrupting the case queue. The client was provided an estimated timeline of 3 to 5 business days for an update on their case. The client sent an email that same day disrupting the case and processing it back into the general queue, the client continued to send frequent emails processing the case to the back of the queue despite being informed to call in to avoid delays. On February 20th our internal team found that based on their investigation, the package was successfully delivered to the address on file to as indicated in the delivery photo, the house number matched the shipping address. The client was advised that a refund/replacement was not extended as the package was successfully delivered to the address on file. The client as advised to file a police report with local authorities and that our internal team would be happy to cooperate.
  
  

• Initial Complaint

  19/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Aritzia regarding a defective item I purchased. I placed my order on 12/16/24, but it was backordered and was expected to ship on or around 2/24/25. The item was unexpectedly delivered on 2/13/25, but upon opening it, I discovered it was defective, with fraying and loose strings coming out of the fabric.On 2/14/25, I reported the issue to Aritzia customer service. However, I was informed that the fraying was a manufacturing detail and that, since the item was final sale, they would not offer any resolution. Nowhere on their website was it mentioned that the item would have visible defects such as fraying or loose strings. Had I been made aware of this, I would have never placed the order.I am requesting a refund for this defective item, as it was not as described or expected. I find the lack of transparency and the dismissive response from Aritzia unacceptable.Thank you for your attention to this matter.

  Business response

  26/02/2025

  Client reached out to Concierge in Live Chat advising their Special Order for the 90s ************** from A5709062 arrived damaged. Concierge requested photos via email and client followed up accordingly. Clients photo indicated minimal fraying/lose thread's around the button slits. Concierge advised that the style was manufactured this way and as the item was Final Sale they were unable to return/exchange. Client pushed back as they were unhappy with the product, and a return to e-gift card was issued in light of the experience for $53.03 and a return label was set up to send back the return. 

• Initial Complaint

  19/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order A7311529 - I received the package but it was not what I ordered and was a non-Aritzia item. They indicated that since they sent the wrong item to me previously, and they issued a refund then, that they will not provide me with a refund in this case. I either want them to send me the actual item I purchased or provide a refund. I emailed multiple times and also called but continue to get the same response that since I had to return an item previously (due to their mistake), that they will not fix this problem. I want a replacement, refund, or store credit. Thanks

  Business response

  26/02/2025

  Client processed Order A7311529 for the Cozy Sweatfleece Mega Straight Sweatpant (item #******) in Bow Pink in Medium. Client reached out to Concierge on February 7th via phone advising they received the incorrect item. Photo's were requested via email and upon inspecting the attached photo, Concierge deemed the correct style was received, as the stock ticket matched the item ordered. That said, the claim was denied as the photo of the inside article label provided by the client was not verified as authentic as it did not match the lay out of article label details on all our products. Please see the attached photo of how our care labels are designed. An additional finding based on the provided photos is that the item has inside seams that are only reflective of our Mega Sweatpants, and drawstrings that match our product. 

  Customer response

  27/02/2025

   
  Complaint: 22945531
  
  I am rejecting this response because:

  I understand that the correct Aritzia "stock ticket" is attached to the wrong item by a safety pin.  This picture had already been provided to Aritzia and they cropped it out of their response to the BBB.  We've attached this picture here titled "Non-Aritzia Picture 1".  You can see that the clothing tag reads "KUT / SO" instead of Aritzia.  It is clear that this is not the item I ordered because it is not an Aritzia item.  In addition, the "Non-Aritzia Picture 2" shows that the pants I received have elastic cuffs at the ankles but the one I ordered is straight, does not have elastic cuffs, and the Aritzia name is not embroidered by the right-side pocket.  Clearly it appears that someone at Aritzia prior to shipping attached the Aritzia "stock ticket" to a different non-Aritzia item.  See "Actual Item Ordered Picture" in the attachments.  Originally, they had told me that I was not able to get a refund because I had previously made a claim because they provided me with a wrong item before.  See "Aritzia Email Response 1" and "Aritzia Email Response 2" attachments. Since I have ordered over $1000 worth of Aritzia items in the past few months, I understand that mistakes can happen.  However, I am not going to pay for the wrong items sent to me.  Thus, I'm requesting either a replacement, store credit, or a refund.  I can also return the item to the Aritzia store at the *************** in ***********, ** if that works better for Aritzia.  Thank you.

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

  Business response

  05/03/2025

  Based on the provided photo's we are unable to provide a resolution as we cannot authenticate the authenticity of the item. As the client highlights the inside label, our product is not manufactured with the label on the item. We also identify that the stock ticket is attached to the item in an area we do not apply the stock tickets prior to shipment/placement in-store. 

  Customer response

  05/03/2025

   
  Complaint: 22945531
  
  I am rejecting this response because:

  Aritzia is not able to authenticate the item because it is not from Aritzia.  That's what I keep explaining.  I received 3 orders on that day in 3 separate boxes.  2 of them contained the correct items.  1 of them contained a non-Aritzia item.  The 3 boxes were all sealed with Aritzia tape.  Thus, someone in Aritzia's shipping area swapped out the correct sweatpants that were supposed to be sent to me, placed the Aritzia stock ticket on the non-Aritzia sweatpants, and then shipped me the non-Aritzia sweatpants.  At no time has Aritzia indicated that they are looking into what happened or suggested that someone from their company could have done this.  Instead, they have essentially accused a good customer of making up the story to get a replacement or refund.  Very disappointing.  

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

• Initial Complaint

  19/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order for a Super Puff Jacket and Halter Top from Aritzia worth $396.44 on 01/14/2025. I was alerted on 01/16/2025 that ***** had delivered my package at 2:43 pm. I arrived at home approximately 3 hours later and the package was nowhere to be found. I requested a proof of delivery document from ***** and while they stated the package was delivered, there was no photographical evidence of delivery. I reached out to Aritzia **************** after 24 hours had passed (as they stated sometimes packages are marked delivered early in their email) and notified them of the missing package. I did not receive a response for several days, followed up via email on 01/20/2025 and called Aritzia Concierge and they assured me I would hear from them regarding an investigation. I got an email on 01/23/2025 stating "Weve reached out to our Internal Review team for more information and will send you an update within the next 3-5 business days." However, I received no update within that timeframe. I followed up twice via email on 01/26/2025 and 02/11/2025 regarding the investigation and next steps. I also called Aritzia Concierge twice and everytime was told they would get back to me within a few days but did not. I am highly frustrated by the failure to delivery my nearly $400 package and Aritzia's subsequent negligence and lack of responsiveness to my inquiries. I have submitted 3 of 4 payments through Afterpay and have my final payment on 02/25/2025. This situation is extremely inappropriate and mentally distressing. I have tried repeatedly to reach the company for either a refund or replacement of my order and have received no help. I would like help making sure I receive a refund or replacement for an order that was not delivered.

  Business response

  26/02/2025

  Client reached out on January 17th advising their package was marked as delivered but not received. Client followed up on January 20th and provided a photo of the proof of delivery. The case was queued to an internal team and the client was advised on January 23rd that a missing package claim would be opened and a follow up would be completed in 3-5 business days between January 28th-30th. The client followed up prior to the advised timeline pushing the case out of the escalated queue and into the general inbox. The client was provided a resolution on February 18th and a refund was issued for $396.44 under credit memo CA68424200 with a signature requirement flag to ensure future packages are signed and received. 

  Customer response

  04/03/2025

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

• Initial Complaint

  14/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1. I ordered off of Aritzia on 12/1 for a jacket that costs $326.63 in total. 2. On 12/5, I got an email that said it was delivered as I was at my apartment when I immediately went downstairs to grab it from the entryway of my building but it was not there. When I went to reach out, it said I must wait 24 hours.3. I waited exactly 24 hours and emailed on 12/6. 4. I got an automated email back that it would take 3-5 business days.5. On 12/12, I followed up and also mentioned based on Fed Ex picture they had delivered it to the wrong building despite my address being correct. I also made claims with *** Ex via phone and their website.6. Later that afternoon on 12/12, I got an email saying it was under internal review and "While we work on getting a more detailed status, if you haven't already done so, could you help us by checking with neighbors and other surrounding locations where a package may have been left?" (Unfortunately, I live in ************* and can not go door to door to different apartment buildings and check each unit for my package so thought this ask was completely out of touch.)7. I responded to the email and also sent an email of what my interior of building looked like in comparison to the one Fed Ex showed it got delivered to. 8. I followed up on 12/25 for a response after reaching out on 12/20 to the support chat. They said I would have an answer by 12/23 9. After not receiving an email on 12/23 I followed up on 12/25. 10. Still not receiving response followed up on 12/26. 11. Followed up again on 12/26 saying I was going to do a chargeback.12. On February 14, 2025 (a little less than 2 months from filing a chargeback), I got an email from Aritzia saying they will not be refunding me for my recent claim and work directly with bank from here. Then they closed the case.

  Business response

  19/02/2025

  The client used the contact us option on the website, and then followed up with our Concierge team manually via email on December 6th advising their package was marked delivered but not received. Due to an unprecedented volume of inquiries during the Holidays response times were severely delayed, and the client followed up once more on the 12th. It wasn't until the 16th when the case was responded back to in the queue, and the client was advised a missing package would be opened and an update would be provided in 3-5 business days. The case was internally escalated from the Concierge queue to the internal teams. The client followed up twice via email pushing the email out of the internal teams queue back into Concierge's. It wasn't until the 19th when the client reached out via live chat that the case was reprocessed into the internal teams queue and was advised to wait another 2-5 business days for an update. The client reached out on the 25th, and twice on the 26th advising they would dispute this with charge with their bank. As a result of heavy volume of inquiries and back log internally, on February 14th our internal team advised they would deny a resolution as the client disputed the charge and the proof of delivery matches the shipping address on the order. The client was informed accordingly via email and the client followed up via phone to express their frustration and the lengthy delays.  

  Customer response

  20/02/2025

   
  Complaint: 22943016
  
  I am rejecting this response because:

  Their statement: The client used the contact us option on the website, and then followed up with our Concierge team manually via email on December 6th advising their package was marked delivered but not received.

  My response: I used the contact option on website, and then as requested by them, emailed them. Please see screenshot of this. 

  All of this is restated from their end but no resolution at all. This is clearly negligence on business behalf. There should be a clear disclaimer for their customers if holiday time will take longer there was no disclaimer or that following up for a response after the provided time would push request back in the queue. As customers would reach out past the given provided timeline for a follow up.  
  

  Another excerpt from them: It wasn't until the 19th when the client reached out via live chat that the case was reprocessed into the internal teams queue and was advised to wait another 2-5 business days for an update. The client reached out on the 25th, and twice on the 26th advising they would dispute this with charge with their bank.

  My response: Actually I was told, I should expect to have a response by Monday the 23rd (I do not have a screenshot for this) but they had specifically said Monday and I did not get any. If a business is going to straight up delay a process and then lie about when to expect a response, I had to simply take next steps.

  Again, proof of delivery to the WRONG building. I can provide plenty more photos and videos  to them of my address with the correct building. The package went to the wrong building.
  

  Aritzia, please resolve this in the right manner on your behalf. As a business, how you have handled this situation has been completely out of hand. I should not have to be going to these measures as a customer. 

  Sincerely,
  
  ******* Edh

  Business response

  26/02/2025

  The missing package claim was approved by our internal team, but as a chargeback was filed, Concierge is unable to process a refund. No flags have been processed on the clients account, and the chargeback has been accepted.

  Customer response

  26/02/2025

   
  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,
  
  ******* Edh

*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. ↩