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

• 

  Wilfred

  0001D 650 W Georgia St Vancouver, BC V7Y 1A1

• 

  Aritzia LP

  1640A 6551 No. 3 Rd Richmond, BC V6Y 2B6

• 

  Aritzia LP

  126 7899 Templeton Station Rd Richmond, BC V7B 0B7

• 

  Aritzia LP

  504 701 W Georgia St Vancouver, BC V7Y 1A1

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:27/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the website on November 17. It has been processed for a while until I contact customer service several times, they created the label on November 21. Then it kept in label has been created and now it November 27. I asked customer service several times whether I can pick it ** in store, where I see the style still available, she just lied to me saying its out of stock all over and can cancel my order and do a refund. When I tried to contact the customer service again, none was online chat nor their customer service line would work.This seems fake advertisement to me that they give a promotion and dont want to follow the price they listed, so just kept in delaying the shipment to force customers to cancel the order. I want the item I purchased to be delivered to me asap. Complaint # *******.

  Business Response

  Date: 12/12/2023

  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 and can see that the Concierge team has worked to rectify this. It appears order ******** was deemed a missing package (no movement) and required a refund in order to resolve. Since then, the client has been assisted with a replacement order (****************) which shows as successfully delivered on December 4, 2023.

• Initial Complaint

  Date:22/11/2023

  Type:Billing 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 two purchases from Aritzia on November 20th, 2023. Order ******** which contained Tna Cozy Fleece Mega Sweatpants in Black for $75, and Order ******** which contained Tna Cozy Fleece Mega Cargo Sweatpants in White for $85. Two days later on November 22nd, 2023 and before I even received the packages these items were reduced. The Tna Cozy Fleece Mega Sweatpants in Black that were originally $75 were now $67.50, for a difference of $7.50. Tna Cozy Fleece Mega Cargo Sweatpants in White for $85 were now $76.50, for a difference of $8.50. As it has only been two days, and I had not received my packages yet, I chatted with an online representative requesting a price adjustment for those two items. There were extended hold times waiting for the representative, and extended hold times waiting for responses to my questions. I was told I could receive a credit in the original form of payment but not until I receive the items. I was given a case number of ******* and told to call back in for the credit when the items are received. I was also told the items would be final sale once the credit was given. This is what I am writing about. Why are the items to be considered final sale to adjust a price 2 days later, that have not even been received yet? Also, according to the language on your website, items marked 50% or less are considered final sale. These sweatpants are marked down 10%. I am asking for $7.50, and $8.50 back which is only 10 percent. That is not 50% and should not be considered final sale for a price adjustment, that was requested within 2 days. These are gift and I would like the recipient to be able to make exchanges if needed. * ** *** ********** ***** ** **** ******** ***** ********** ****** * **** ****** ***** ***** ** ********* I am extremely disappointed in your shipping services. I received Order ******** with a box cutter slash right through to the Aritzia bag (see photos), andOrder ******** has been delayed without explanation.

• Initial Complaint

  Date:20/11/2023

  Type:Delivery 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 reached out to aritzia about quality in items I have purchased in the past and submitted an official complaint on BBB. they reached back out kindly offering for me to send the items I was talking about for store credit. I sent the items on october 23rd and have been reaching back out as I only receieved one $94 store credit. the total of the items was all included in the spreadsheet I sent to them which they have accounted for. aritzia is currently running a clientele sale and I prefer to use the store credit that I have not been rewarded yet but it is being held up. the tracking number has shown that it arrived at the warehouse for quite some time, and it has been past the allotted processing time. I just want the returns to be processed for the store credit.

• Initial Complaint

  Date:20/11/2023

  Type:Delivery 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.

  Aritzias customer service is horrible I made a purchase and received a confirmation email at 708 pm called em at 716pm to modify order. First of all they have a 30 min grace ****** for you to modify your order lol when you are on hold for 15 min. Horrible customer service. Watever I called writhing the ******************************************** yes we were able to modify to modify your order thank you so much for your purchase blah blah.I hang up and never receive an email. I called back just to make sure just for them to tell me there is lithoing they can do. Now they want me to go out my way for a return. The customer service lady mamu kept apologizing but she kept telling me I was misinformed as if I dint called within the ************************************************************************************************************************ target. Never again ordering from this brand.

• Initial Complaint

  Date:31/10/2023

  Type:Billing 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.

  Date of transaction: September 9, 2023, Amount paid: CAD221.76 or USD162.99 Issue: I placed an order with Artizia (#********). On the same day, I've made a request immediately to cancel the order because I had an emergency travel plan internationally and wasn't able to receive my package. The representative told me that their cancellation policy is 30 minutes so they were unable to cancel. However, they have committed to contact the courier company ******* to modify the shipping address. I followed up online but they couldn't give me any status update so I called again over phone. I was informed that they have made a request to ***** and will respond to me over the nex 1-2 days. I was waiting for an update for the whole time but I didn't receive any communication. Unexpectedly, ***** then went ahead and delivered the package to the front door. Unfortunately, the package was stolen. Then, I filed a claim to my credit card company because I have never received the merchandise. However, after the investigation, they believed since the merchandise was "dropped off" my front door, it is considered "delivered", so Artizia has rebilled me for the same amount. It is very unfair for the consumer to be held responsible for the stolen item despite that I've made multiple attempts to cancel, stop shipment or change address. However, due to lack of timely status update, I wasn't left with no options and even given the opportunity to make alternative arrangements from my end. ******* ** *** * *********** ******* *** ****** ** ********* ************ ********** **** **** **** ******** *** ****** ******* ** *************

  Business Response

  Date: 02/11/2023

  Thank you for bringing this to our attention. Aritzia has the ability to cancel or modify online orders within 30-minutes of being placed. Once the order ships, a request can be made with ***** to have the package modified, however the success of this request isn't guaranteed. We're sorry to see that the request in this case wasn't successful and that ***** delivered to the address that was included at checkout. 
  
  Aritzia has not rebilled the client for this purchase. There is a single authorization (lifted within 5 business days of shipment) and a settlement for the charge of the purchase. Since this time, the client has filed a chargeback with their bank. 

  Customer Answer

  Date: 02/11/2023

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

  1. artizia did not answer my question about the fact of lack of update on the status of change of delivery address with *****. 
  

  2. 30 minutes cancellation policy is unreasonable to begin with. Clearly, it just benefits the company and doesnt protect the consumer in any mean. It is unfair business practice according to consumer protection act. Any reputationable  company would have longer cooling period. 

  3. My bank (*****) has confirmed that ******* did rebilled after I disputed the claim with them. As such, I am still charged for the amount for the missing item. 

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

• Initial Complaint

  Date:31/10/2023

  Type:Service or Repair 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.

  Hi Im making a complaint because my account was blocked on this site from ordering all because I complained about my package being lost I didnt even get any type of refund or gift card to replace the money but I got blocked as well.

  Business Response

  Date: 01/11/2023

  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 allows orders to be shipped to the client. We will also not be proceeding with reimbursement. The client is welcome to shop in boutique moving forward.

• Initial Complaint

  Date:30/10/2023

  Type:Billing 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 have contacted Aritzia Online to report the capturing of funds where there is no Sale or proof of sale sent to the customer. On October *******, I have attempted 3 x times to purchase 3 items on my credit card each time it informed me my order encountered a problem, each cost was $106.22, each time I attempted the funds were captured on my credit card. When I contacted **************** they informed me that there is no such orders and no capturing of funds on there end at all, and if funds were captured it will just be reimbursed within 3 days. So again online it informs me the product is in and only a few left and sent emails act now before there gone, so this time I have attempted through ****** as figured it must be a credit card issue of some sort. Well October 26, 2023 I attempt once again to purchase the 3 items for a total of $106.22 and once again that :This is a temporary authorization to make sure your payment method will cover the payment. Your payment method will be charged when Aritzia completes your order.So I call in again as I have no email or proof of this purchase, I am then told again that there is no order in the system and no funds captured. This Authorization is still on hold in my ****** account I cannot cancel it and no one at Aritzia seems to know anything about it or why it is being held as there is no order. Absolutely no help what so ever.

  Business Response

  Date: 01/11/2023

  Thank you for bringing this experience to our attention. We're so sorry to hear that the checkout process has not been seamless and has resulted in outstanding authorizations on the clients end. Members of our Concierge team have attempted to get in touch with the client to share the below information and assist with replacing.
  
  In each instance of attempting to place the order the authorization was unsuccessful. We can confirm that there are no pending authorizations or settlements on our end relating to the attempted orders for us to manually cancel.
  
  For ******, please use the transaction ID ***************** when contacting ****** for them to trace and review. 
  
  For any of the attempts with a credit card, please view the final monthly bank statement for all final and settled charges. If they still have questions or concerns after viewing their monthly statement, please advise contact the bank to reverse the authorization. 

• Initial Complaint

  Date:18/10/2023

  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.

  Hey! Just wanted to talk about the ******* effortless pants. I bought these for work and absolutely loved them, I still do. However, just recently there has been an issue with the covering for the zipper. It seems some sort of seem has ripped or something and now my zipper is constantly showing and the little flap doesnt cover it anymore. At first I assumed I had just gained some weight, however there have been a few other girls at my job who have also purchased these pants and have the same issue. Just wanted to let you know about this problem and hope you can resolve it for future costumers!

  Business Response

  Date: 01/11/2023

  Thank you for bringing this experience to our attention and we're so sorry to hear that the Effortless Pants haven't held up as they should. A member of the Concierge team has reached out to the client to initiate a quality review and request for additional information so best next steps can be determined.

• Initial Complaint

  Date:16/10/2023

  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.

  Aritzia had a sale on a separate website (archivesale.aritzia.com) in which I placed an order (order #********) within the first 1.5 hours of sale beginning on October 5th. I was given a tracking number on October 6th, but noticed it had still not updated beyond awaiting carrier pick up on October 14th, and thus contacted customer service. **************** first told me that ***** must have lost the package, but then changed their statement and said it must have been lost somewhere between being packed in the warehouse and ***** pick up as I noted that the tracking showed the package was never scanned in/picked up by ***** in the first place. They then told me they could not replace my items, and could only give me a refund. However, when placing my order half the balance was paid with an Aritzia gift card and half was with my ******. I immediately received my ****** portion of my refund but it has been 2 days and I still havent received my gift card portion of the refund. I have contacted customer service again who just kept insisting the refund has been sent to my email, but Ive been checking my email (and junk/spam mail) for the past 2 days and I still have not received my refund.

  Business Response

  Date: 25/10/2023

  Thank you for sharing this experience with us. Due to the client's original method of payment being partially a gift card, the refund automatically processes to the corresponding payment methods. Concierge was able to confirm that the card was received and viewed (opened) under ******************* of which it was sent to.Reimbursement to a gift card can take 3-5 business days to process.
  
  Following this, Concierge made an accommodation to refund the client to her Mastercard despite this not being the original method of payment. At this time, no refund is owed. 

  Customer Answer

  Date: 03/11/2023

  
  Complaint: ********
  
  I am rejecting this response because I have contacted Aritzia a few days after they stated they would charge my gift card and refund the same amount back to my credit card as I still had not received a refund, and was told I need to wait **** business days for the refund to appear in my account. However, it is now way past the deadline and I still have not received my refund. At this point I have contacted Aritzia over 7-8 times over this refund, and every time their representatives have only kept asking me to wait and promised the refund would appear soon but it has not.

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

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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.

  Regarding order ******** My most important order item - twirl skirt, the reason why I stayed up hours, skipped work and waited whole week was canceled out of nowhere. This is unacceptable. I am furious and I want this item as this was the ONLY item I wanted from the sale and I fought for it. If you are unable to fulfill make a replacement!!! You cant just cancel an order that has gone through because of YOUR error. Refund is not good enough and I dont accept this solution. You have sufficient stock on your main site of this skirt if you dont have this color make a reasonable replacement in another color. What kind of company does this to their clients??

  Business Response

  Date: 05/10/2023

  We're so sorry for any disruption the client encountered due to the high volume of client shopping the Archive Sale. We can understand any disappointment and appreciate the feedback shared. Fulfilling orders is subject to availability, and while it doesn't happen often, items in high demand may become unfulfillable if multiple clients are trying to purchase at the same time. 

  Customer Answer

  Date: 05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is not acceptable. This is not an excuse. If you have this item fully in stock on regular website you need to ************** discount and fulfill the order because it was your mistake so own up to it and resolve it. You cant just decide not to fulfill when you messed it up.