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:16/03/2023

  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.

  A $607.00 transaction was made on Nov 15, 2022 for a online order of 2 jackets from Aritzia. The package was supposed to be delivered by Nov 18 but I didn't locate the package. Normally ***** would use the call box to inform the residents that the package was delivered but I did not receive any notifications. I emailed the customer service of ********************** and they said they are going to start an internal investigation.However what they get back to me is that they confirmed the package was successfully delivered, without providing any proof of delivery. I asked the manger of my apartment for the footage of the camera and she did not recognize any package with the size that could fit two puff jackets left in the mailroom by the ***** courier at the time of delivery. The manger told me that if the package was left outside the building or not in the mailroom she will not have the footage of it. When I asked Aritzia to provide me the proof of delivery, they send a picture with very poor quality with a small box on the shelf which I did not recognize the place. I am very sure that the place in the picture is not in my apartment. Aritzia refused to follow up with me after providing this fake proof of delivery and marked the case as resolved. I asked them for the picture of the package by the time of shipping so I could know what does it looks like and can better locating it, but they did not reply.

  Business Response

  Date: 20/03/2023

  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.

  Customer Answer

  Date: 20/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: the business did not provide evidence of delivery to the correct shipping address. The picture that they provided is not anywhere in the apartment. I highly doubt that the authenticity of the internal investigation of the business. Both my building manger and the concierge can prove that I did not receive anything from the business while they refused to reimburse me and not moving forward with my case. 
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:10/03/2023

  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.

  i had a faulty babaton bodysuit, there was a hole in the left under arm, brought to the store told me they would have it fix and they would call me once it's ready. Called me so i was excited to see it, not only did they sew both underarms they messed up the whole bodysuit too because it is not short on the fabric so it's very snug and keeps falling down my shoulders. i don't think it is fair for me to pay this for the whole price and have my time wasted when i only want the quality i paid for in the first place! didn't even bother to come back and complain since the service was very horrible

  Business Response

  Date: 16/03/2023

  Thank you for bringing this to our attention. We're so sorry to hear this purchase and repair have not met the clients expectations - we'd love to look into this. To ensure we're contacting the correct client for follow-up, can you please confirm the name and email address? Our records indicate slightly different information.

• Initial Complaint

  Date:02/03/2023

  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 on January 30, 2023 at aritzia Bought a coat on the website and received it on February 2, 2023. When I opened the package, I found the package inside was an old dress, so I immediately contacted aritzia to tell them what happened, but their reply said no give me a replacement and won't give me my money back I bought $400 worth of clothes and they replied that they can't do anything.

  Business Response

  Date: 06/03/2023

  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 order.

  Customer Answer

  Date: 08/03/2023

  ??
  :********
  
  ??????,??:
  
  ??,
  
  *****************

• 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.