Complaints

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

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Aritzia LP has 58 locations, listed below.

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  Aritzia LP

  118 611 Alexander St Vancouver, BC V6A 1E1

• 

  Aritzia LP

  1110 Robson St Vancouver, BC V6E 1B2

• 

  Babaton

  D067C 701 W Georgia St Vancouver, BC V7Y 1A1

• 

  TNA

  5 4154 Village Green Whistler, BC V0N 1B4

• 

  Aritzia LP

  2341 2929 Barnet Hwy Coquitlam, BC V3B 5R5

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:15/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased a sweatsuit from this retailer and as seen within the attached pictures, I purchased a sweatshirt and sweat pants in the same color but also seen within the picture is what I received. A mismatched sweatsuit. I contacted the retailer and customer service showed absolutely no remorse. They said they couldn't help or fix the issue. I didn't get what I purchased and I want a full refund. What am I going to do with a mismatched jumpsuit? Terrible customer service and honestly terrible product. Items were not as described or in this case item colors were not as described.

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 made a purchase in store on Sept 13 2023 (there isn't an Aritzia in the city that I live in), the purchase was a Christmas gift, I explained that to the sales person and asked if it was too early to purchase and make an exchange after Christmas if the size didn't work, she told me no problem and didn't offer a gift receipt and I didn't think too ask...of course the pants didn't fit and when I called about making an exchange by mail I was told no! Come on Aritizia you have to do better! I didn't want my money back just a different size!

• Initial Complaint

  Date:03/01/2024

  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.

  On 12/24/23 i placed order #********. I purchased 6 coats in various styles and colors. I was notified that the items shipped on 12/28/23 with 2 different ***** tracking numbers. Upon opening the 2 boxes yesterday I found 2 jackets in each. I assumed maybe the other 2 missing items (*** ***** **** ****** *** *** ***** **** ***) were going to be shipped separately. Something told me to call and confirm because according their website, all items were delivered. The representative I spoke with on 1/1/24 advised that the two missing items were supposed to be together in one of the shipments. I advised there was no way 4 jackets would have fit in the packing received. She advised she would need to have it escalated. Ive had horrible luck dealing with Aritzia in the past and Im terrified that getting replacements/refunds for these items is going to be a headache.

  Business Response

  Date: 04/01/2024

  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 today, January 4, **** for $578.97. This has also been communicated to the client by email as confirmation.

  Customer Answer

  Date: 04/01/2024

   
  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. I would like to add that the business has indicated that any further purchases I make will require a signature. I find that concerning seeing as there was no discrepancy with receiving the packages. Instead, the issue was an error made at their warehouse and I cant see how flagging my future purchases to be signature required would mitigate this from potentially happening again. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/01/2024

  Type:Billing 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.

  My fianc (*******************) purchased a gift card for me for Christmas on December 24th to be delivered via email on the 25th. When he went to checkout on Aritzia (******) website the transaction came up declined but the money was taken out of his account, so he assumed since the money was gone that the gift card would be delivered. It has now been 9 days of which we spent being endlessly transferred to other departments because nobody knew what to do. The money is still taken out and we still have no gift card. After contacting his bank they confirmed the transaction went through to Aritzia, on the 24th it showed as just $-200 and on the 27th it updated in his banking that it was taken out by Aritzia (picture provided below). Times are very hard right now for most people so a loss of $200 is a big hit for us. My partner knew I had my eye on a jacket and kindly wanted to contribute what he could afford towards it. Little did we know it would lead to this complete mess. Weve spoken to Aritzia helpline via phone and online chat multiple times, called Cashstar, transferred to QVC then back to Cashstar and back to Aritzia. To say were frustrated is an understatement.When I spoke to someone in the online chat feature I asked if there was any kind of compensation they could give me for all of this trouble and was basically told Im out of luck and they wont do anything. We have been contacted by the concierge team stating that the finance team isnt in over the holidays and they will get to it when they are back. However its been 9 days since the initial transaction and still very little response and what we do get is basic beat around the **** kind of answers. I warned in my initial email that I would take this further if it wasnt resolved in a timely manner so that is why I am reaching out to you now. They robbed us of our money and have no intention on helping us get it back.

  Business Response

  Date: 18/01/2024

  We're so sorry to hear about this experience and appreciate it being brought to our attention. Aritzia Concierge confirmed with the third-party e-Gift Card vendor that there was an issue in capturing the client's payment, resulting in the card not being issued. Concierge has supported with client with a new card, with additional value as a token of apologies for any inconveniences during the experience. This card is confirmed received. 

  Customer Answer

  Date: 13/02/2024

  
  
  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

  Date:19/12/2023

  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 bought a $50 gift card for my daughter on Aritzia website yesterday for christmas Received the confirmation email for the $50 gift card I than logged into my bank account and noticed $150 was taken from my account ******** refuses to refund me my money because all they can see on their end is the 1 transaction even though i have provided them screen shots

  Business Response

  Date: 27/12/2023

  Thank you for bringing this to our attention. We appreciate the feedback shared by the client throughout the experience and recognize an opportunity to ensure a more seamless client experience moving forward. This purchase was made with a debit credit card which may result in variances in pending authorizations or settlements until posted on the end-of-month statement. We can confirm that there is a $50.00 settlement associated with this transaction. In light of the client experience, we have issued a manual refund of $100.00. 

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a jacket online from Aritzia @ 6:22 AM on Dec 5/23 and received a confirmation email that they were getting my order ready. The email title was "order confirmation" and my credit card was charged . At 3:30 PM ( 8 HRS later ) , I received an email stating there was an error and the order was not in stock and they refunded my card. This was a Xmas present discounted from $198 to $49.98.I then called their ****************** to discuss a resolution and they offered me priority shipping on another product . This does not help as all products are $200 plus and the item that I want they are telling me was an inventory error .Really....an inventory error 8 HRS after purchase. I suggested a Credit or gift card in the amount of $49.98 plus tax but they declined. Then they sent an email saying they were happy the issue was resolved .REALLY!

• Initial Complaint

  Date:06/12/2023

  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 purchased clothes on the aritzia website,orders ******** + ********. The tracking number is ************ and ************.These two packages showed as signed for, but I did not receive them. The package was not signed by me personally. I contacted Aritzia, but they refused to refund me or help me contact ***** for a claim. This has troubled me a lot. I am still * ******* and Aritzia refused to refund me. I did not receive the package!I hope you can help me contact aritzia for a refund. Thank you Please note that the signature certificate of ***** does not match the recipient in the picture

  Business Response

  Date: 12/12/2023

  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 are welcome to shop with us in our boutiques.

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  ***** asked me to contact the sender and file a claim. The chat record is attached
  

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

• Initial Complaint

  Date:06/12/2023

  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 purchased a jacket from Artizia during their Black Friday sale. The jacket arrived and it was of poor quality, the lining of the jacket was not done correctly - the stitching was incorrect, making the left sleeve of the jacket uncomfortable to wear. I returned the jacket with the intention of exchanging it for another jacket of the same style, but that color was sold out, so I settled on just getting a return. When they told me they got my return, instead of refunding my money to my credit card they gave me Aritzia credit - which would have been great if I could just repurchase the jacket, but as mentioned it was sold out. I contacted customer service thinking I had just misclicked when doing the return and it turns out this was mandatory that they did not give refunds to discounted items - even though this was a black friday sale and everything was discounted. Moreover, the item I wanted was out of stock so I couldn't use the credit anyway - and after this debacle I really have no intention of shopping from Artizia again. This was for Return **********.

  Business Response

  Date: 12/12/2023

  We're so sorry to hear about this experience and appreciate it being brought to our attention. Aritzia's online Return and Exchange policy indicates items purchase on sale (less than 50% off) are eligible for an exchange or return to store
  credit only. Upon the client informing Aritzia that there was a quality concern, a tender swap was approved to ensure the client receive a refund to their original method of payment.

  Customer Answer

  Date: 01/02/2024

   
  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

  Date:30/11/2023

  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 placed this order and was given 2 return label At first few items were missing and I was able to locate it so I called to aritzia and told them Im returning ******* ********* Marble grey ********* and ***** *** gel and Sunday best ****** bag to the store And other item I returned it via return label provided Problem happened when I Found out today return that was created for -************************* scarf And Sunday best ***** ***** was deleted So I called over the customer service over the phone and made a complaint and I was told supervisor would be calling me back as I consider this matter as a fraud You cant just delete the return that was created while customers return is on its way back to the warehouse My return items arrived back on 11/28/2023 at 12:15pm to aritzia warehouse in **** Id like refund to be issued for Maybe ***** ********* in matte Pearl ***** shirt ***** scare Before I escalate this issue as fraud to FTC and general attorney of the state

  Business Response

  Date: 20/12/2023

  Thank you for bringing this to our attention. We appreciate the feedback shared by the client throughout the experience and recognize an opportunity to ensure a more seamless client experience moving forward. We can confirm that the client was refunded for the ***** Scarf and ***** ***** on December 13th for $133.00 to their **********, in addition to the ***** **** *** **** ***** ***** ***** on December 1st for $396.00.

• Initial Complaint

  Date:29/11/2023

  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 was told refund would be issued for missing items I didnt receive ***** **** mid in chalk pink and light sand color and still waiting for a refund to be issued for 596$ plus tax

  Business Response

  Date: 20/12/2023

  Thank you for bringing this experience to our attention. We're so sorry to hear that the client's ordering experience was not as expected. The ***** **** Mid (Chalk Pink) and ***** **** Mid (Light Sand) were delivered to the client on November 24th and both returned in a boutique on November 29th. Client received a refund $596.00 to the their ********** in this transaction.