ComplaintsforAritzia LP

• Initial Complaint

  22/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought two dresses that are the same style and size, but different colours. One colour went on sale last week and my account was credited back. The other one went on sale this week, and they will only offer me a gift card which I do not want. The dresses are the same except colour. The amount is less than 10 USD. They have no official policy regarding price adjustments but are clearly capable and able to offer credit back but are refusing.

  Business response

  31/07/2024

  Thank you for bringing this to our attention. We can see our Concierge Team assisted with a price adjustment on July 22nd back to the clients original method of payment for $8.80. This may take 3-5 business days to process. We appreciate the feedback and the opportunity to continuously improve our service.

  Customer response

  31/07/2024

   
  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

  22/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on aritzia.com but did not like the fit of the items. I initiated a return on the website and was provided a return mailing label. I sent back the two items in the order but was only refunded for one item. I called customer service on 7/11/2024 and was told that sometimes items are separated in the warehouse and that I would have to wait until 7/20/20 to call back if the item still had not been refunded. I called back on 7/20/2024 and spoke to a supervisor named ****** who told me there was nothing that she could do. This is ridiculous. I purchased and paid for the items in good faith and returned the items in good faith. There were two items in the box that was returned and I need to be refunded for both items. Please process the refund for the item Babaton Archive Shirt in size 2xs small color classic light blue. If you do not provide the refund, I will dispute the charge with the back. You should be ashamed of yourselves for attempting to fraud your loyal customers.

  Business response

  25/07/2024

  Client returned two items from the same order in the same box and only received a refunded for one. Client reached out on July 11th and was advised to wait out the duration of the return timeline (7-10 business days. Client followed on July 20th advising of their missing refund, and was informed that their case would be escalated to the appropriate internal team to provide a resolution. The client spoke with a manager and was assisted in a return missing package claim. The client was advised on July 25th that a credit has been issued to their credit card for $81.83 and will be reflected within 7-10 business days. 

  Customer response

  01/08/2024

   
  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.

  However, I must point out that the business did not resolve the matter at hand as stated.  Rather than issuing my credit card a refund, they issued me a gift card that must be used towards the purchase of more merchandise from their store.  It would have been more appropriate to honor the resolution offered and refund my credit card.

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

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive ordered pants from the Aritzia online store, and they should be delivered on July 1st. Due to ******* delivery to the wrong location, my package was missing. I've reported the issue to Aritizia customer service, but I've been waiting for ************************************* resolution. During this period, I've tried too many times to contact their online customer service, but they emphasized that my urging led to the delay of my case. I hope my concerns can be properly resolved ASAP instead of being perfunctory over and over again.

  Business response

  22/07/2024

  Thank you for bringing this to our attention. A thorough internal review was completed and based on the information gathered, a reimbursement was provided to the client on July 17, 2024 for $120.85. This has also been communicated to the client by email as confirmation sharing it may take 3-5 business days to appear on their statement. 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6th at 12:28pm I received a gift card from Aritzia ( ******* location) in the amount of $155.25 for an item I was told I was not eligible for a refund on. ( apparently sale items less than 50% off do not qualify for a refund, though the receipt does not stipulate this).At 5:30pm I attempted to use the gift card online once I was home and it said there was a $0 balance on the gift card.I was told by the Halifax store location to contact customer support.Customer Support, after contacting the Halifax store, called me back to tell me the gift card had been used in-store in ******* ******* (a different province). And because of that, they would not be giving me my money back. I keep being told that internal investigations will look into it and get back to me, but I keep getting emails from different general customer service agents telling me they won't give me my money back. Unsure if they have an internal fraud department or if I'm just being lied to.No one will tell me how a gift card can be used in-store without a customer having a physical card with me. At that, I was the only person with the *** number ( which you need in order to use the card online) of the card because I scratched it off myself moments before trying to make my online purchase. If you can use a gift card by just giving a card number in store without a pin number, then that makes any gift card from Aritzia unsafe because anyone who works there, would be able to use any of the card numbers. The card number prints out on the receipt so if they can input it without a ***, they know it's active and can then use it.I was told it is my responsibility to keep my gift card safe. Which offended me. My gift card was with me the entirety of the 4 hours I had it. It's ARITZIAS job to ensure the safety and security of their cards for consumers.It sounds potentially like there is some sort of internal fraud going on that they seem to be supporting or overlooking.

  Business response

  22/07/2024

  We're sorry to hear of this experience and appreciate it being brought to our attention. A thorough internal review was completed relating to the gift card usage and based on the information gathered and our Gift Card Terms & Conditions, we do plan on upholding the decision to not proceed with reissuance. Please trust that this feedback is highly valued and it's been shared with the appropriate teams.

  Customer response

  23/07/2024

   
  Complaint: 21964600
  
  I am rejecting this response because:

  Your business should not be allowed to steal from me.  

  If a secure gift card was issued to me in 1 province, unless internal fraud was involved, theres no possible way it should/could have been used in a different province only hours after issuance. 

  You have only stated that a thorough investigation was completed yet I was told no fraud department had been contact and to that, I was provided no details of your findings.  Most likely because there were no findings.  Your gift cards with consumers money on them are not secure or protected otherwise this would not have happened to me. 

  You have stolen from me and it's a disgrace and I will continue to speak out against Aritzia so that people are aware you do not care about your consumer. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The date of this transaction was May 20, 2024. It is currently July 2, 2024. I ordered two pairs of shoes from Aritzia online. I ordered ****** Gazelle Indoors, and Salmon XT-6. None of these products were successfully delivered to me, although Aritzia claims theyve shipped and delivered to my address. This isnt true. I havent gotten my package. When I followed up with Aritzia, they pretty much refused to assist me in any way after their team tried to look into it. This is not the world class service they claim to have. I dont think they reached out to the courier, they didnt put a signature requirement on my package, and there was no photo confirmation of my delivery. Im honestly disgusted and exhausted of dealing with them, and my last resort will have to be the bank. These items were supposed to be delivered to ***********************************************************. They got put into the communal mailbox. I think they mustve gotten put into someone elses mailbox, because I do not have them. The date of delivery was May 23, 2024. I have not seen or heard a thing regarding this packages location since. These items are sentimental and valuable to me - but to a multi national and multi million dollar company like Aritzia? I cannot wrap my mind around why they arent able to help me! Ive shopped numerous times from them, and adore their products - but their customer service and morals have fallen horribly short. I am so disappointed that they are allowed to do business like this in ******. Selling a customer $445 worth of product, but not ensuring it gets to them, or providing any type of REAL SUPPORT.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned an item on June 1 in store and I received a physical gift card. I decided to use my gift card on a purchase last week and the balance I found is now 0. I have never used the gift card or lost the physical gift card and it was tucked deep inside my wallet. I contacted support they mentioned someone had used it for a purchase in store. I contacted support for help on this case and they will not refund the gift card and put the blame on me for the loss of the gift card balance. The card number is not protected on the card or on the receipt so any one that has seen the card prior to it being issued to me could have used it for the purchase. I also never lost the physical gift card and I didnt even scratch off the pin prior to checking the balance. Therefore I suspected it was an internal issue and Aritzia refused to refund the gift card and provide any evidence on how the investigation on their end was done.

  Business response

  03/07/2024

  We're sorry to hear of this experience and appreciate it being brought to our attention. A thorough internal review was completed relating to the gift card usage and based on the information gathered and our Gift Card Terms &
  Conditions, we do plan on upholding the decision to not proceed with reissuance. During this review, we confirmed there was no mishandling of the card details internally. Please trust that this feedback is highly valued and it's been shared with the appropriate teams.

  Customer response

  03/07/2024

   
  Complaint: 21922009
  
  I am rejecting this response because:

  Aritzia did not address my concerns. The gift card number would have only been visible to me or an Aritzia employee, I did not share this information with anyone else.

  Aritzia does not protect the consumer as the only way to issue a refund was through a gift card and the gift card number is not protected on the card or on the receipt

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

• Initial Complaint

  27/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Several items stolen in transit either by shipper or company. I would like a refund or a replacement for the items not received

• Initial Complaint

  11/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently ordered a couple of items from Aritzia and did not receive the following items:Wilfred *************** in Black, size M The Effortless Pant Satin in Black, size 6 The Effortless Pant Flex in Black, size 6 After filling a complaint with the concierge service, they are refusing to issue me a refund for the items I did not receive. I am not sure if the items got lost or stolen somewhere in transit or if there was a mistake from the packing stage, but I am missing these items and I should not be held responsible for covering the costs of these when I did not receive them.Case: ******* Order A1277324

  Business response

  17/06/2024

  Thank you for bringing this to our attention. A thorough internal review has been completed and based on the information gathered, we do plan on upholding the decision to no longer allows orders to be shipped to the client, nor proceeding with reimbursement. The client has been advised they are welcome to shop in boutique moving forward.

  Customer response

  17/06/2024

   
  Complaint: 21834411
  
  I am rejecting this response because: I did not receive items I paid for. I spoke with customer service representatives about my missing order and they confirmed that part of my order was missing. Shortly after I received this email. I would like to receive a refund for the merchandise I did not receive.
  
  Sincerely,
  *********************

• Initial Complaint

  22/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been shopping with this company for years 7 plus at least know a lot of managers with the company within the last six weeks I've had two issues with the customer service team jsut simple things that could've been resolved, one of them being a missing package. 2/3 were delivered properly and the 3 was not. Not only was I not heard out and told I am no longer to shop online when again a simpler resolution or any customer service could've looked into a missing package and instead I was blamed and believe I was discriminated on and treaded unfairly poorly tried to escalate with head office and head concierge team to be told I can't shop with them online and it is my fault. I'm not sure when we started treating long term customers so poorly but I had explained I had just lost my mom and needed that outfit for the funeral. There was no condolence or sympathy instead I was banned from shopping online a little aggressive cruel and unnessary.

  Business response

  31/05/2024

  Thank you for bringing this to our attention. A thorough internal review has been completed and based on the information gathered, we do plan on upholding the decision to no longer accept online orders, as well as not proceed with reimbursement. The client has been advised they're welcome to shop with us in our boutiques as we may be unable to support with any future claims.

  Customer response

  04/06/2024

   
  Complaint: 21740772
  
  I am rejecting this response because this was not looked after whatsoever as and I refuse to be blamed for the lack of customer care 
  Sincerely,
  
  *************************

• Initial Complaint

  16/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Its started within last few months that this company started to email me someone else's receipt with her personal information. So I contacted they are reaching out with wrong person and email address and stop doing that so delete my email address from their system. I received a replies stated it's been taken cared but it keeps happening after I attempted to contact them multiple times.I am living in ************* and not been to their store in ******. Please do not contact me.

*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. ↩