Business Profile

Clothing

Aritzia LP

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

178 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:13/01/2023
Type:Customer Service 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 an order, they canceled it without notifying me, I have the physical gift card in my position, however my order was canceled in store, and used 11 minutes later, upon contacting aritzia they refuse to do Anything to solve this issue, I feel this was an inside job, or my personal information was shared. I have physical gift card in my possession, they informed me they allowed someone to use the gift card number without pin ** ** **** * **** ****. Been a lot of back and forth between myself and the company and no resolution.
Business Response
Date: 23/01/2023
Thank you for taking the time to share this experience. The client has been in contact with the Concierge Management team who have assisted in reissuing an Aritzia e-Gift Card for the equivalent value.
Customer Answer
Date: 25/01/2023

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:13/01/2023
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.
I had multiple packages stolen from Aritzia around the holiday season. I reached out to Aritzia Concierge and received a refund for the items I did not receive, but they have decided to ban shipping any orders to me for “extra safety precautions.” I contacted them back and asked if I could have a signature required on every future delivery as an extra safety precaution so that this never happened to me again, and they have repeatedly denied my request. I have spent close to $10,000 with Aritzia and am extremely disappointed with this course of action and the treatment of their loyal customers. I will be in contact with lawyers if this is not resolved and will be posting on social media. Punishing your customers for having their packages stolen is not the way to keep your customers, and in today’s world, ***** ** * ****** ****** ** *** ******** ***********. *** ***** **** **** ******* ****** ** ** ** ******** ******* **** ***** ** ******* ******** *** *** *** *** ** *** *********** * ****** ******** Do better. ****** * *** ******* ****** ** *** *** ***** * ******** *** ******* ** ** *******
Business Response
Date: 19/01/2023
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: 20/01/2023

Complaint: ********

I am rejecting this response because: it is unfair and uncalled for and I will be in contact with my lawyers and bank about this

Sincerely,

****** ***
Initial Complaint
Date:09/01/2023
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.
They are selling $250 jackets that are cheap and instead of offering a replacement when item is returned they want you to pay another $250 for new coat then wait for refund. We also bought a white sweatshirt for $60 that arrived with holes on it, it also looked and felt super cheap. Kept saying they would exchange in store (too far ) I asked if they would take my return and when received could ship new coat and was told no.
Business Response
Date: 12/01/2023
Thank you for bringing this experience to our attention. Our online Return and Exchange Policy, when exchanging items via mail, is a return and a repurchase as we're unable to process new orders without payment. We apologize for any inconvenience around this process and appreciate the feedback.

Once the Super Puff is received back to us, a full refund will be issued to the clients Afterpay.This is noted on our Return and Exchange Policy under Online Returns (Afterpay).
Customer Answer
Date: 13/01/2023

Complaint: ********

I am rejecting this response because: by the time this is all said and done winter will be over. Im all set would like people to know (lets not forget the $80 sweatshirt that my daughter purchased has moth holes in it)

Your product is poorly made. Not worth $250. There is a reason I used after pay not having an extra $250 not sure why you wont issue a replacement when coat is received.

Sincerely,

***********************
Initial Complaint
Date:04/01/2023
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.
********

didn’t receive 1. Chalk pink puffer 2. Bomber jacket in the package
Aritzia told me they’ll get back to me last week and no one did.
I’d like refund as promised. I’m just shocked at how aritzia isn’t issuing me a refund when they said they would
Business Response
Date: 12/01/2023
Thank you for
bringing this experience to our attention. A thorough internal review has been completed
as the client shared with us that they did not receive items in two separate
shipments. Our teams are aligned with the decision to no longer allow orders to
be placed and to not move forward with reimbursement as a result. We do plan on
upholding the resolution decided upon based on the information
gathered. We apologize for any inconvenience this may cause and appreciate the
feedback shared.
Initial Complaint
Date:04/01/2023
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.
***** ******* ********
This entire order, I was told it was rerouted to sender and according to ***** it’s been delivered back to the sender. As promised by aritzia cs agent, I’d like full refund issued including shipping fee and return as she told me it would be waived.
Business Response
Date: 12/01/2023
Thank you for bringing this experience to our attention. Our Concierge team assisted the client with processing full reimbursement for ***** ******** to their original method of payment. This may take 7-10 business days to reflect on the client's statement due to ****** being a third-party vendor. We appreciate the feedback on this experience and process around return to sender packages.
Initial Complaint
Date:20/12/2022
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 package was delivered to me on November 18th. Order #********. Upon returning home later that evening the package was missing, which I assume was ****** as we have been having issues with that in my complex lately. I waited for it to arrive as recommended by an agent until November 30th, which it still wasn’t there.

An agent then opened an internal case for me, case #*******. After A LOT of waiting and back and forth they finally approved the refund. I was told by multiple agents on December 7th and 9th my refund had been processed back to my ******** account and that I just needed to wait 3-5 business days (see email attached). I have waited over 5 business days now and I still haven’t received a refund. Agents have been no help and keep telling me to wait, which is completely frustrating and unfair to me to continue to make false promises and waste my time. They have been rude and unhelpful when I reach out about my refund.

I already reordered my item with signature delivery and would like my refund that I have been promised. It has NOT been processed, and I cannot get any help from anyone. I’m unsure why they continue to lie to me about it.

Please make this right and refund my ******** the $225.00 I am owed.
Thanks.
Business Response
Date: 21/12/2022
Thank you for bringing this to our attention. A thorough Internal Review was completed and the refund of $225.00 has been completed. Please note, ******** refunds may take additional time to process due to being a third-party vendor.
Initial Complaint
Date:14/12/2022
Type:Product Issues
Status:
UnresolvedMore 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 five times from Aritzia. Only four arrived. One item was faulty (loose threads which I have photos and videos of). Emailed Aritzia and they would only offer me a gift card, and did not acknowledge that one item was missing. I’m happy to accept a gift card for the three items that I didn’t like, but not for the faulty item. I am also not willing to be charged for the missing item.
Business Response
Date: 15/12/2022
Thank you for
bringing this to our attention and we're sorry to hear about this experience.
The client has contacted our Concierge Team who identified the item not
included in the package was shipped separately. This package is available at a local pickup location. In addition, the Concierge Team has also initiated a product quality review to take a
further look into the item of concern and assist with a resolution.
Customer Answer
Date: 16/12/2022

Complaint: ********

I am rejecting this response because:

The company has taken far too long to get to this stage in the resolution process, meanwhile they still have my money. They haven’t responded in a timely manner to any of my concerns, and I would like a faster resolution to this situation. At this rate it will be after Christmas before I have a response which isn’t good enough.

Sincerely,

******** *******
Initial Complaint
Date:09/12/2022
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.
During the black Friday sale I had ordered $898 dollars worth of clothes from Aritzia with express shipping, on Dec 1st. ***** ****** ********. My order was marked as delivered on Saturday Dec 3rd at 5:37pm, while the EXPECTED delivery date for this express parcel was Dec 5th, which I had arranged to receive. However, regardless of the tracking information, I did not receive it and checked around my entire neighbourhood.
I contacted aritzia and they refused to refund or replace this order. They also banned me from shopping online *************** *** ****************. They have been extremely rude, have been of no help and unresponsive. * **** ***** ***** ****** ** ** ****** ** **** ** ******* ****** This business commits to providing safe and accurate delivery of orders, however, they have failed. The business has not been able to resolve to problem. * **** **** **** **** *** *************** They have said that someone with the same name as me has has an issue with an order in the past, however it was not even the same address. I would like to be refunded for the order *** ******** ********* **** ******* ** ********** *** ***** **** ** ************** *************** *** *** ******* ** ****** ***** *********** ** ********* ** ****** ** ***** ******** Their internal team refuses to dig deeper and provide me a solution.
Business Response
Date: 20/12/2022
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: 20/12/2022

Complaint: ********

I am rejecting this response because:I was not provided with any proof that the carrier was even contacted. Information was withheld from me, and Aritzia has not been prompt with their response.
I have received a refund from my credit card for this order, as they contacted ***** when Aritzia refused to help me.

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

I will never be shopping with Aritzia again and neither will my friends or family.
I will also be reaching out to the CEO of Aritzia. This issue is more than about a refund.
this “internal review” which was so extensive was done without providing me any details, and a manager telling me she cannot disclose details of an investigation that had to do with my own order.

Aritzia deeply failed to make me feel at ease with a solution, rather created a solution for themselves and left me to find my own. I was not protected against poor customer service and being tricked out of my hard earned money.
They would not refund me for an order which their shipping company agrees that I did not receive.

Sincerely,

****** * ****
Initial Complaint
Date:08/12/2022
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.
Store Name:? 1324 - Outlet collection at Niagra
Date: 12/01/2022
Transaction ID:?? ***** Case ID:*******
I want to return damaged jacket in same day that I received. They refused to return it for me and said it looked good, which is incredible.
I just want to return to the store and get my full refund.
This jacket problem are:
1.Anti-counterfeit sticker missing.
2.There are scratches anywhere(white lines and spot) that showing someone was wear it for some days. Those scratches (white lines and spot) can’t wipe off.
Business Response
Date: 15/12/2022
Thank you for bringing this to our attention and we're sorry to hear about this experience. The client has contacted our Concierge Team who assisted in processing a refund to the original method of payment. We want to continuously elevate our customer service and this feedback is essential to that process.
Customer Answer
Date: 16/12/2022

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:08/12/2022
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 $400 super puff jacket as a gift for my mom **** ** ****** on 10/23/2022. I got an email notification on 10/31/2022 that it was delivered. I asked my mom to check her front door and she was confused because there was nothing at the front door. I was shocked since the email said that the package was delivered, so I opened the link to the ***** tracking page and it turns out it was delivered to another house. ***** was even kind enough to take a photo of the package at someone else’s doorstep.

I contacted Aritzia support asking them to investigate and they refused to either provide a replacement or open an investigation with ***** to see where the package was actually delivered.

Moreover, they banned my shipping address for “*****” due to the shipping courier’s mistake. ******* ******* *** *********** ** ******* *** ** ********* **** **** ****** ****** ****** ** *******
Business Response
Date: 15/12/2022
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. Please note, a chargeback has been filed and is currently under investigation through the client's bank.
Customer Answer
Date: 16/12/2022

Complaint: ********

I am rejecting this response because: The business has not made an attempt to apologize for the shipping issue on behalf of themselves or the shipping carrier. I'm fully aware that my bank is investigating the dispute and am following up with them separately. I don't care whether the business issues a refund or reinstates my shipping address, I want an apology from Aritzia.

Sincerely,

*** ****
Business Response
Date: 16/12/2022
We want to continuously elevate our customer service and client feedback is essential to that process. Thank you for taking the time to share this with us and we're so sorry to hear that this experience may have caused any inconvenience.
Customer Answer
Date: 19/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and acknowledge the business's response.

Sincerely,

*** ****

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Aritzia LP is NOT a BBB Accredited Business.