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:28/02/2023

  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.

  Aritzia has compromised private customer information. On my ********************** profile they have the full name, address and partial credit card info of another woman. Im guessing that, if I were dishonest, I could charge purchases to her account. Another issue is that I havent received items that I ordered recently. I deleted this womans private info from my account, put mine in, was charged on my credit card. However the items have not arrived and when I checked this womans private info was back on my account. It appears likely that the reason I havent received the items I ordered is that they went to this womans address. Of course, I complained to Aritzia via the concierge. I received an email that the issue had been solved. However, this womans private information is still on my account and I havent received my items. Aritzia is not responding to requests to send me my items (as they were paid for on my credit card after I deleted this womans credit card info). They also are not responding to my request that they remove her information from my account and ensure that she doesnt have access to my info. This is a security breach and I want action right away.

  Business Response

  Date: 08/03/2023

  Thank you for bringing this to our attention. A thorough internal review has been completed and the client has been contacted to ensure their profile and transaction history is accurately reflected.

• Initial Complaint

  Date:24/02/2023

  Type:Customer Service 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.

  Earlier this week, I returned a coat I purchased online at the ********** ********************. I intended to exchange the coat for items I saw online and wanted to try them on in-store. While shopping, I was greeted by a pleasant sales associate who offered to hold the coat bag while I shopped. Unfortunately, the size of the items I wanted was not in stock. I then proceeded to the counter to return the coat.When I got to the register, I was informed by *******, the manager, that the coat could not be returned to my original form of payment, ******. I was then instructed to call customer service if I wanted a refund back on my credit card. Otherwise, it could only be returned as a store credit. I called customer service for assistance and spoke with them for roughly 30- 45 minutes; they were able to give the store notice to return the refund to my credit card. The customer service agent assisting me also informed me that the refund could have been processed to the store so that I had received a check in the mail, which I would have liked. The only options presented to me were to receive a store credit on a gift card or to take the coat home and mail it. I was shocked that *******, a manager, could not provide me with all the options at the time. The store was not busy, but she seemed impatient when I asked to speak to the manager, informing me she was the manager. I hadn't shopped at Aritzia before but was looking forward to it after recently finding out they are size inclusive. This experience has left me very hesitant to patronize the business. I hope that the customer service by the management in the store gets better, especially as all of the store associates I spoke to were so pleasant and professional. I am also disappointed in their return policy with ****** transitions.

  Business Response

  Date: 27/02/2023

  Thank you for bringing this experience to our attention and we're so sorry to hear that we missed the **** during this visit. A manager from our Concierge team was in contact with the client on February 24, 2023 to provide assistance with the return, as well as ensure the feedback regarding the boutique interactions were appropriately followed up with. Again, we appreciate the feedback as its important that we hear about our clients experiences so we can learn and do better. 

• Initial Complaint

  Date:24/02/2023

  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 ordered a $335 ******* ****** Coat (size S in black) from Aritzia online, they accidentally shipped me a $23 ******* ***** shirt (size 2XL). I reached out to their customer service for help, sent them detailed photos of the item i received, the packaging and everything. Their 'resolution' was that they wouldn't refund me because their warehouse 'said they sent the correct item'.
  
  I'm utterly shocked and confused at how they expect me to be OK with losing $335, and winding up with a $23 shirt that I don't want and can't wear instead. As soon as I saw the box in my mailroom I knew that they had sent me the wrong item, the box was WAY to small to fit a wool coat and let them know immediately.
  
  They are essentially accusing me of lying and didn't help me or resolve anything. I'm just absolutely appalled that any company would ever treat a customer this way after they've CLEARLY made a mistake.
  
  They literally owe me either a coat or money back and since they don't want to provide me with either* **** ********* ***** **** **** *** **** ** ********** *********

  Business Response

  Date: 27/02/2023

  Thank you for bringing this experience to our attention and we're so sorry to hear that we missed the mark during these interactions. At this time, an internal review has been completed and it's confirmed that the refund was released to the client. This was communicated on February 23, 2023 by email. The refund will appear on the client's statement in 2-5 business days, depending on the financial institution. If there are any further concerns we ask that the client respond to the last correspondence so the Concierge team can lend a hand.

  Customer Answer

  Date: 27/02/2023

  
  
  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:09/02/2023

  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 am writing to follow up on my order ******** which I placed during the Black Friday sale. Unfortunately, I never received my package, and despite multiple attempts to reach out to your customer service team, I have yet to receive a resolution to this issue. As a result of the extended wait time and lack of assistance from your customer service team, I no longer need or want the product I ordered. The order was intended as a gift, and this whole experience has been extremely frustrating and unhelpful. I kindly request your assistance in processing a refund for my order. I have already spent an unreasonable amount of time trying to resolve this issue, and I would like to bring it to a close as soon as possible

  Business Response

  Date: 14/02/2023

  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, in addition to not moving forward with reimbursement for the purchase.

• Initial Complaint

  Date:07/02/2023

  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.

  Made the unfortunate mistake of buying something online from this company. I returned the item and as per tracking it shows Aritzia received it on January 06, 2023 at their warehouse. A month later I have still not received my refund from Aritzia. I have sent them numerous emails and talked to numerous reps through live chat. All ended up with them telling me that they will follow up with internal investigations, the email reps e*** **** ** *** ** *********** ** telling me that I am not welcome to buy anything from them anymore. I simply just want my refund for the item that I returned, that's all. ***** ******* **** ******* **** ***** **** *** *** **** *** *** ***** ** ****

  Business Response

  Date: 14/02/2023

  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, in addition to not moving forward with reimbursement. 

• Initial Complaint

  Date:02/02/2023

  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 did pay Aritzia.com since Sept 28 22, I did not pay them before hey ship to me, but they did contact me few date ago, and ask for payment, their case number *******, and they order confirmation only should bill me $81.44 USD, they did charge me $91.21 USD, I don't know why they did bill me more than the order confirmation and why they ask the $84.44 USD again

• Initial Complaint

  Date:02/02/2023

  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 had order an online order at Aritzia website.It is a pink color down parka jacket. On 29-January ***** send me a email with unclear pictures inform me the parcel was delivered. But according the doorstop in the picture it was not my house.I checked the front door camera it was nothing there.so after that I walked around to my neighborhood tried to found the same doorstep and my parcel. But I dont see anything. I dont even know the ***** driver delivered it to my neighborhood.so I tried to contact Aritzia and *****. They both let me wait for the results. So today I received a email from ***** about my case was closed. But dont even mention hows it going. So I contacted ***** again and they told me to contact Aritzia to claim for the lost. Then I contacted Aritzia again,they tried to told me the same thing,just wait for the results. But I told them I just want them to help me to order the same jacket. But they told me it was sold out so they cant help me to reorder it. They said I can wait if someone return it ,then I can contact them to order again. Then I ask them if I cant order the same one ,if they can give me the discount to order another style? They said no.because of wait for them those days, most of the on sell style was gone. Then I felt so sad and disappointed. Customer spend the money and only can get the bad servier like that? No one tried to solve the problem. Since the first day I missed my parcel. I knew it was lost,i cant get anything good news. Now just waste my time with nothing. I want them to help me order the same jackets,if not just give me the refund and 20% discount for order other stuff. At least give me a good solution. Thanks

  Business Response

  Date: 14/02/2023

  Thank you for bringing this to our attention. A thorough internal review has been completed and based on the information gathered, a refund was issued to the client on February 2, 2023 and the decision to require a signature on deliveries moving forward was shared. We're sorry to hear about this experience and that the item is no longer available. With this, Aritzia offered to assist the client in locating an alternative item and sending it with complimentary priority shipping. 

• Initial Complaint

  Date:02/02/2023

  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.

  On Dec. 5th 2022 I placed an order with Aritzia for the amount of $545.10. I received an email saying my package was delivered on the 8th (two days later). My package never arrived. I sent Aritzia an email stating this. On the 12th, Aritzia emailed me back saying that their tracking stated it had arrived and to wait to see if it will turn up. On the 18th I told them Im not sure if the package had been stolen but it was not outside my door or the surrounding area and had not turned up. On the 19th Aritzia emailed me back and said they would refund my **** and the amount would show within 3-5 days. The amount was never credited to my card. I reached out via chat and was told that it was refunded and that I was wrong. I had to argue with the representative for awhile for her to tell me that she looked into it further and I was correct that it was not refunded to my card. On the 20th I was sent an email saying a new refund was issued and I would see that money within 3-5 days. It is now March 1st (12 days later) and I had to reach out AGAIN via phone to let a representative know I STILL have not received my refund. I was told to wait longer to see if the money would show up on my credit card again. My issue is that I have had to take time out of my day to badger this company multiple times about a refund I am entitled to and have been waiting to receive for over a month with no answers. All for a package I never received. I have had to pay interest on the amount sitting on my credit card as well. Im hoping the money turns up on my card but Im frustrated with the false promises and feel as though they should offer me something at this point for such a large inconvenience. I have been given the run around from this company when I have been a customer for years and this is not acceptable as it states in their policy when refunds will be issued and how long they will take.

  Business Response

  Date: 21/02/2023

  Thank you for bringing this experience to our attention and we're so sorry to hear that we missed the **** during these interactions. At this time, it is confirmed that the refund has been released to the client.

• Initial Complaint

  Date:27/01/2023

  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.

  On 12/31/2022 I placed an order on aritzia.com, ********** Then, I quickly realized that a made a mistake, called aritzia concierge and cancelled the order within 10 minutes. The concierge informed me that their system was down but there is nothing to worry as she will notify the team and make sure the order gets cancelled. As I did not receive confirmation email , I called aritzia concierge again the next day and was told that since it is now past 30 minutes window, they cant cancel my order and will have to ship the items from my cancelled order to me . I was informed that concierge team is fully aware of their mistake but cant do anything else at the time. I was assured that once I receive the items and return them, the refund will be processed in the original form of payment to my ***** because it was due to the aritzia system glitch. The company says we must sent the order worth 600$ to you because we had a glitch in our system and could not cancel it. we will keep the money For the entire time it will take to deliver the items to you and then for you to return it back. Sounds like Aritzia breaches their own terms and violates consumer protection rights but I felt like I had no other option. I received and returned the items as instructed. Then I received an email on 1/18/2022 stating that the return was processed and I will receive a store credit / gift card via email within **** business days. ???**** business days to email an E-gift card? I called aritzia concierge on 1/23/2023 and was assured by **** that she will email the team and expedite the release of funds to my **** card. Then, I received another email on 1/26/2023 stating again that e-gift card will be emailed to me within ****days. Again called and spoke with a manager, who informed me that they will have to wait until I receive the e-gift card, then I have to call them again and provide gift card number so they can issue a refund within another 5-7 business days??? They dont care about peoples time , they have horrible customer service and they violate their own terms. I make 400$ per hour and spent at least 2 hours on conversations with concierge team. Are they willing to reimburse me for my time ?

  Business Response

  Date: 14/02/2023

  Thank you for bringing this experience to our attention and we're so sorry to hear that we missed the **** during these interactions. At this time, the client has been notified that upon receiving the e-gift card, a tender swap can be completed to ensure she receives the funds back to her original method of payment.

• Initial Complaint

  Date:16/01/2023

  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 talked to a customer representative months ago, and I was told I will be helped after the investigation. Never got any follow-up.
  *** **** ** ** ********* ** *******, and her name is Grace. The case is that I did not get my $18 gift card back after checkout at the store.

  Business Response

  Date: 19/01/2023

  Thank you for taking the time to bring this experience to our attention. I can confirm that a gift card valued at $18.15 was issued to the client today (************ ***********). This will appear in the clients inbox of ********************** within 24-hours.