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:15/09/2023

  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 placed an order on 08/31/2023 for a sale item, a babaton bodysuit. A week passed and I was not getting tracking information for my order and it still said it was processing. I called aritzia and I spoke to an agent who said they would overnight it. Days go by again, still no tracking information. I called them again to ask whats going on and they tell me they need to contact a different department before giving me an answer. This would require me to wait 2 more days. I ordered the item for a trip, so this was urgent to me. The following day I receive an email stating my ordered was cancelled without any explanation. I called them and they said it was because what was advertised was not available to ship. So I waited about 2 weeks to be told my order was cancelled. They said I could just order something similar at full price when my original purchase was at sale price, it would have been double the amount I originally paid. So, no item, no sale price, but I get to pay more (for a whole different item) because they did not keep track of inventory properly. ** ***** **** **** * ****** ** *** Not to mention the time spent waiting and calling in, and chatting w different agents. I think a reasonable solution would have been for me to pick a comparable replacement of equal or lesser value w sale price included.

  Business Response

  Date: 19/09/2023

  We're so sorry to hear about this experience and appreciate it being brought to our attention. The client's original order was deemed lost in transit with ***** after being reviewed internally. As the client contacted Aritzia on 09/07, an immediate refund was issued and a new replacement order was placed. This was 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.
  
  Please note, a member of the ******************** team attempted to contact the client on 09/15 to support with a replacement and discuss pricing with the understanding that the sale item is no longer available. However the client has not responded. 

• Initial Complaint

  Date:21/08/2023

  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.

  6/11/22: I dropped 2 return packages in a ***** dropbox at the same time using labels provided by Aritzia. THE LABELS WERE INVALID/not legitimate. I never received the refunds owed and have paid interest on the items I returned in good faith for over a year. Contacted *****; they said the labels were invalid, advised that the merchant is responsible for remediation as it was an error on their [Aritzia's] end. Same exact situation as the complaint from another customer posted here on 3/8/************************* refused to do anything. I thought I had to take the (MASSIVE) loss, *** *** * *** **** ******* ********* **** ** **** ** ****** **** **** ** * ******* *** ******** ** *********** ******** ***** *** ******** ******** ********** ************ ***** ********* ****** **** ***** **** ****** ******* **** **** **** ***** ********* ****** ****** **** ******** ***** * ************ * ******* ****** *** ******* ***** ********* ******* ****** ****** ******* **** **** ****** ************************* ******** ****** ************************ ******* ******** ****** ******* *** ****** **** ***** ***** ************************** *** ****** **** ***** ****** ****** **** ****** *** * ************ * $538.90 Refund Due I must be refunded $277.10 + $538.90 = $816.00; even then I will not break even because of the interest I've had to pay.

  Business Response

  Date: 23/08/2023

  Thank you for bringing this to our attention. A thorough internal review was completed relating to ********** and ********** and based on the information gathered, we do plan on upholding the decision to not proceed with reimbursement.

  Customer Answer

  Date: 23/08/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not address, let alone REdress, the complaint or the misconduct on Aritzia's part which necessitated the complaint in the first place. Providing consumers with **********/unusable return labels to avoid reimbursing such consumers for returned merchandise per Aritzia's own return policy ** ********* *******. I will not take these massive losses that resulted from such illegal activity on Aritzia's part.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:17/08/2023

  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.

  My order ******** was returned (the entire order) via the packing return slip that came in one of my packages. I returned this package over a month ago, July 11th to be exact and have not gotten my refund. I contacted aritzia and they said they did not send a return label in my package which is false- as my package came in multiple shipments and had return labels included. I was able to return the entire order totaling almost $600 together and have not received my refund despite dropping it off over a month ago.

  Business Response

  Date: 17/08/2023

  We're so sorry to hear of this experience and appreciate it being brought to our attention. The client contacted our Concierge team on 08/14 to share they hadn't received their refund. At this time, an interview review is being conducted to review further and determine a resolution. We appreciate the client's patience in the meantime and will provide any updates regarding the status of the internal review directly to the client within their Concierge case. 

  Customer Answer

  Date: 17/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been awaiting internal review for almost a week now via 4 different customer service agents. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 22/08/2023

  While the return package was unable to be located, Aritzia's Internal Teams made an accommodation to refund the return missing package. The Client has been advised as of today, 08/22, that their refund has been issued and they can anticipate to see this appear on their statement in 2-5 business days. 

• Initial Complaint

  Date:03/08/2023

  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 returned my order ******** to a drop box on ************************************************************************** on June 21st at 9 am using the tracking label provided by aritzia on the return. The package never tracked and says invalid although this was the label they provided for me. I returned the entire order as nothing fit me and have been waiting for my $400 refund for over a month. Aritzia refuses to help despite their tracking label saying invalid and the shipping agenf saying that i need to contact the merchant as it was an error on their end. I would like my refund in full as I have no idea where my goods are.

  Business Response

  Date: 09/08/2023

  We're so sorry to hear of this experience and appreciate it being brought to our attention. An accommodation has been made to reimburse the client for the $378.25 and they were notified of this on 08/04/2023. In the future, the client has been advised to always check the return tracking number to ensure successful shipping from ***** and delivery to the retailer.

  Customer Answer

  Date: 09/08/2023

   
  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:19/07/2023

  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 order from aritzia *** website ******** I didnt receive agolde denim jacket and babaton dome puffer. Id like refund for the 2 missing items

  Business Response

  Date: 19/07/2023

  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 for this claim. The client has been advised she is welcome to shop with us in our stores.

• Initial Complaint

  Date:04/07/2023

  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 placed an order online at Aritzia. I ordered a divinity jumpsuit, a shorter version of it as well as some socks as there was a great sale going on. I was notified the following day my package was getting delivered. Great shipping! When I received my package, it felt a little light but I didnt think anything of it. When I opened the box, my socks were packaged inside the typical Aritzia bag, but there was no sticker that usually keeps them closed. I then realized my two jumpsuits were not in the bag. No worries, so I messaged a representative online immediately just incase. They said they would look into it and I just thought okay maybe the order was broken up into two packages, Ill get another one the following day. I then got multiple emails asking me to detail the box, asking if the box was delivered to my home address, etc. I answered the emails but also at this point was like how long is this going to take because if Im not getting my package of missing items I want to buy the items in store because there is a great sale on! Multiple reps pretty much called me a liar, and said after internal reviews, they would no longer ship to me and not offer me a refund. Its insanity! So I never got two items I PAID for and now I cant order online? They just scammed me out of money and *** never had issues ordering from them before. Not even a hey Ill ship the items out again, nothing. ***** * **** *** *** **** **** **** ******** * **** ** ***** **** *** I will NEVER, EVER shop at Aritzia again. Your customer service is horrible.

  Business Response

  Date: 07/07/2023

  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 or move forward with reimbursement. The client has been advised she is welcome to continue shopping with us in any of our boutiques. 

  Customer Answer

  Date: 07/07/2023

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

• Initial Complaint

  Date:09/06/2023

  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 made an online order from Aritzia on May 6, 2023, order number ********. -After receiving package, I decided to make some returns. I followed all company procedures of making a return: logged into account, initiated a return, used the mailing label provided from Aritzia on the return package, boxed everything up, dropped off at at mail carrier and received a receipt. My return totaled in $452.00.-I dropped off package on 5/10 at 10:42am. ******************* on ************ in ****, **. In this drop off, two other Aritzia packages were included which were returned and refunded quickly. -I kept waiting for refund for the above stated order. -Reached out to Aritzia regarding return. They kept telling me it would be looked into. Then they said the tracking number had not had any scans since I dropped off. I informed them I have a receipt and used label they sent me. -I asked for another copy of return label so I can confirm tracking number with the tracking number on my receipt. They still have not sent. -After multiple emails and online chats, they said they cannot assist me because I had inquired about other purchases (I did inquire. For an order that had been returned and I could see arrived back at their warehouse, I was waiting for the refund. I asked about it.) I followed all of the companys expectations and guidelines for a return, evening using the provided mailing label and getting a receipt at drop off. They said they cannot assist me and to contact *****. ***** cannot help because they say the tracking number does not exist. Again, I used the mailing label Aritzia provided.

• Initial Complaint

  Date:15/05/2023

  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.

  There were several items purchased that had quality issues that I contacted Aritzia about in the past. I will list the following, along with noticed discrepancies that were inconsistent with similar clothing articles I purchased. Pilling has been a reoccurence with some items, not all, ********- the pink babaton body suit (a final sale item), along with other bodysuits with this material (order ******** gloss green bodysuit), black long sleeve, white long sleeve, etc. have discoloration in the actual color scheme and arrived pilled to some degree without wear. issues appeared before washing. this is also true for the biker shorts and the divinity jumpsuit. some sweat sets presented variances as well. ************* mocha brown- the entire sweatset (TNA cozy fleece sweatpant and hoodie) were both discolored with strange stained dye despite washing exactly per instructions. black cargos arrived with hole in the pocket, quality was similar to others i own but it is just a functional issue more than aesthetic. blue sweat shorts are not hemmed properly at the bottom, causing constant roll-up. the market jumpsuit straps were so fragile that I'm scared to wear the item out of fear it'll wear them down enough to ruin the piece. final clearence items like the Babaton Kuma sweater, TNA polar tank, and ******* ********* sweater all had functional issues which I'm assuming is why they went on sale to begin with, however final sale caused limitations in return capability. melinas are so wrinkled, unssure how to resolve that as well. I love artizia for building a capsule wardrobe, and some pieces have lasted years with amazing quality but others present issues and I don't know if there is a way I can possibly fix these items because I wouldn't want this much to go to waste.

  Business Response

  Date: 25/05/2023

  Thank you for bringing this to our attention. We are sorry to hear we missed the **** on some of the items from your purchase history. We were able to locate the proof of purchase for most of the items mentioned in your feedback, and have reached out to you via email on May 16th to assist you in an exchange or return to store credit. Once we hear back from you via email, we will be more than happy to assist your further. 

• Initial Complaint

  Date:12/05/2023

  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 ordered a large order, about 500 dollars. The two big items were two pairs of pants; each 148. When I got my order I had been sent 1 pair of pants that were the incorrect color and style. The other two were not there. I reached out to customer service and they said they could either reorder the items immediately so I would receive them soon but I would be charged. So I would currently have a 600 dollar charge for two pairs of pants. Or I could wait the 1-2 weeks for the incorrect item to be received and processed. These are expensive items that I had ordered for a certain date. It is ridiculous to me that I need to take time out of my day to return a pair of pants I never ordered and then to wait weeks before the correct are sent just to avoid being charged 300 MORE when they made the mistake. If Aritzia is going to charge so much for their items then they are a luxury business and should offer customer support equivalent to their prices. This isn't **** or target pricing. It is ridiculous that I must either be charged twice and worry about my refund or wait weeks because of a mistake they made.

  Business Response

  Date: 16/05/2023

  Thank you for bringing this to our attention. I am so sorry to hear we missed the ***** At this time the refund has been completed, and this was communicated via email on Tuesday, May 16th. The funds will be released to you within 2-5 business day from May 12th. A new order for the correct item with waived priority shipping has been offered once the funds are visible on your end.

• Initial Complaint

  Date:04/05/2023

  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.

  Ordered items from aritzia totalling $323.90 was informed today that the items were delivered however they were nowhere to be found.I called ******** who confirmed that they were delivered somewhere where someone who does not even live in my buliding signed for them. my doorbell was also not rang, which means they did not come to my building ******** said that I can sit back and wait while they peform an investigation, despite my items obviously being delivered to the wrong place.I would like my my money back

  Business Response

  Date: 08/05/2023

  We're so sorry to hear of this experience and appreciate it being brought to our attention. For any claims of a missing item or package, Aritzia initiates a thorough internal review for our clients as part of our process. Concierge initiated this for the client, however the client shared they wished to proceed with BBB feedback and legal action. That said, Concierge completed the internal review and refunded the client the full value of the order, $323.90, to *******. This should appear on their statement in 2-5 business days, depending on ********'s processing times.