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:08/12/2022

  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 order for the amount of $239.41 online at artizia.com
  I ordered four items, and one of which did not arrive (***** jacket in black) totaling the amount of $88.99+ tax and shipping.
  I waited 15 days for my package to arrive, and when I called to explain that it was missing an item, they said all that they can do for me is file a claim and escalate it to look into the case, which would take 3-5 business days. They refused to refund my item, even though I didn't received what I had purchased. The gave me no no other options to resend a replacement or even give me a store credit. I expect delivery of the item, compensation for spending over an hour talking with customer service and them resolving nothing, and a refund of all shipping costs.

• Initial Complaint

  Date:06/12/2022

  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.

  On 10/31/2022 I placed an order for one item totaling $158.36. I submitted a return by mail on 11/6/22. Still have not received my refund. I called to check the status on 11/27/22 and they said it is at the warehouse still getting sorted, however it’s been over a month now since I shipped out the item and still have not gotten a refund. Customer service number has not been answering. I have no item, and no money now.

  Business Response

  Date: 15/12/2022

  Thank you for taking
  the time to bring this to our attention. The client created the return for the
  order on November 6, 2022 and the package was received by ***** on November 14,
  2022. Aritzia received the return parcel back on November 21st. Aritzia has a
  7-10 business day processing time, excluding holidays which occurred during
  this timeframe.
  
  The client's refund of $158.36 shows it was processed back to ********
  successfully on December 6, 2022, not accounting for any processing times on
  ********* end for this to be visible on the clients statement.

• Initial Complaint

  Date:05/12/2022

  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 Cyber Monday I purchased 3 items online that were minimally discounted (1 item was $60 on sale for $54 and 2 items were $128 on sale for $115.20). When I went to return within the acceptable window I was told all sale items were store credit only versus a refund. No where during the buying process was this alerted to me (the consumer) and they said it was in their general return policy disclaimer. I think this is an example of a company not being transparent with their consumers.

  Business Response

  Date: 08/12/2022

  Thank you for
  bringing this experience to our attention. Our Return and Exchange Policy is
  available for client review on Aritzia.com. Items purchased on sale under 50%
  off are eligible for an exchange or merchandise credit. After reviewing the
  client transaction it's confirmed that the order was returned in store on
  December 4th to a merchandise credit in accordance with this policy.

• Initial Complaint

  Date:05/12/2022

  Type:Billing 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 made an order for ******* ****** pant that cost me $153 dollars. ** * ***** ********** ******** ********** ***** ***** *** * ******* I called Aritzia to explain the situation and request a solution. Aritzia demanded I make a NEW purchase of $153 dollars and go to the store and return the mistake. I would not be refunded for the $153 until I returned the mistake. Therefore, Aritzia requested I charge close to $300 on my credit card and take time out of my day to go to their stores and return THEIR MISTAKE. I think this customer service is terrible, I don't find any logic in making the customer pay for Aritzia's mistake.

  Business Response

  Date: 07/12/2022

  Thank you for
  sharing this experience. In accordance with our online exchange process, an item must be returned to us prior to any refund being issued. At any time, a new order can be placed with payment to secure the new product. The client contacted our Concierge team who assisted her with arranging for a return and refund. 

  Customer Answer

  Date: 07/12/2022

  
  
  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:05/12/2022

  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.

  I placed order # ******** on November 13, 2022 for two jackets. I requested to return both items on November 16, 2022. I used the same box the products were delivered in and dropped off with the carrier per the instruction with the provided shipping label. The package was delivered back to Aritizia on November 21, 2022. On November 28, 2022, I received an email that my return for one of my items had been received and my refund had been processed. There was no mention of my second item that was being returned. I reached out to customer service to question where my refund was and was told my other return had been “cancelled” but unable to provide me with any additional information. I would like my refund for the product that was delivered back to the retailer.

  Business Response

  Date: 07/12/2022

  We're sorry to hear of this experience and appreciate it being brought to our attention. A thorough internal review was conducted following the client notifying us about her refund status. On December 6, 2022 our Concierge team updated the client that they have been reimbursed $228.13. This may take 2-5 business days to appear on their statement, depending on their financial institution. 

• Initial Complaint

  Date:01/12/2022

  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.

  I bought some items online and tried to return to the store what didn’t fit and they said these would only be store credit because they were 10% off when it didn’t state anything in the website about not being able to get your money back. Only if the item was marked more than 40% off which none of what I was trying to return was over 40% . I’m feeling completely ******* by this company.

  Business Response

  Date: 08/12/2022

  We're sorry to hear
  of this experience and appreciate it being brought to our attention. Our Return
  and Exchange Policy regarding sale item eligibility is available on the
  website. With that said, I
  can see that our Concierge team was in contact with the client and assisted
  with making an accommodation to allow for a full refund on the items. 

• Initial Complaint

  Date:16/11/2022

  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.

  Hi there, this is related to a purchase at Aritzia on 5/2/22. The company has a return policy that refunds are only provided for 10 days on the original purchase method, then on gift card only up to 21 days, after which no returns are possible. Unfortunately, there was no return policy posted in the store, nor was it relayed to me verbally. The sales associates encouraged to have the receipt sent via email, ***** ** ******** ***** *** ***** *** *** ****. I reviewed the receipt but there was no return policy, so I did not realize I would only receive a refund via gift card when I returned the items on 5/23/22 **********. * **** **** **** ***** ** ***** ********* ** *** * ****** *** **** **** ***** ** **** *** ** *** ***** ** ***** ** ***** ** ** ******* ** *** ******** ** ** *** ***** *********
  
  This is compounded by the fact that I bought something using the gift card that I ended up returning later, and they issued me a second gift card, which I just found out has no value for some reason (9/24/22 ******* **** ********).
  
  I would be grateful for any help at all you may be able to provide. *** *** **** ** *** **** *** ** ** ***** ***** **** ********* **** *** ****** ****** ** *** ******* ********* *** ************* *** ** ********* *** ***** ******** ******** *** ***
  
  Thanks very much in advance for your consideration,
  ****** ***

  Business Response

  Date: 22/11/2022

  Thank you for bringing this experience to our attention. Aritzia's Return and Exchange Policy is posted at all of our cash desks and is printed on the back of any physical receipt. We're sorry to hear that this was not verbally communicated at the time of the purchase and appreciate the feedback around our Return and Exchange Policy. 
  
  We can confirm that a member of the Concierge Management team has contacted ****** to provide clarification on the transactions relating to the gift card with a remaining balance. We will ensure she has and/or receives the gift card with the remaining balance. 

• Initial Complaint

  Date:14/11/2022

  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 purchased a coat from Artizia in December 2021. As per the tag on the inside of the garment, I took it to the dry cleaner to be cleaned. When it came back from the dry cleaner, it had shrunk. I have never had an issue with my dry cleaner before, demonstrating that there was a manufacturing defect in the coat. I reached out to the Artizia Concierge and was told there was nothing that they could do.

  Business Response

  Date: 22/11/2022

  We're sorry to hear of ****'s experience and thank you for bringing it to our attention. A member of our Concierge Management team connected with **** to assist with an exchange to ensure she received a new ******* Coat (completed on November 16, 2022). 

  Customer Answer

  Date: 22/11/2022

  
  
  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:14/11/2022

  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.

  Order ******** return ********** ***** return label ************ 
  Was provided ***** return label via email (attached to complaint). Return was delivered to Aritizia on October 20th, have not received refund yet.
  ****************************************************************************************

  Business Response

  Date: 25/11/2022

  Thank you for
  bringing this experience to our attention. A thorough review has been completed
  of this case and in doing so, it's been verified that the weight of the package
  isn't consistent with the number of items claimed to be returned. In addition,
  our team did not receive this return. We've reached  alignment with the
  decision from this process and do plan on upholding the resolution based on the
  information gathered. We can appreciate that this may not be the news the client
  was hoping for and that can be frustrating, however, we will not be overturning
  this decision.

  Customer Answer

  Date: 26/11/2022

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

  None of this is my problem. Make a claim with ***** if you haven’t received the package.

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

• Initial Complaint

  Date:08/11/2022

  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.

  My order number is ******** and was placed on 9/29/22.
  
  I retuned multiple items from this order. When I went on the Aritzia website to select my items to return, it made me do two separate returns for items in this same order (maybe because I was returning so many items?). I did the two separate returns and packaged all the items in one box, which the Aritzia website said to do if everything was from the same order. I issued my returns online on 10/7/22 and all the items were delivered to the Aritzia return center on 10/14/22.
  
  I received my refund for one of the returns but have not received it for the second return (#**********) in the amount of $226.00. I called Aritzia on three separate occasions at the number 1-855-274-8942 and spoke to three separate customer service members regarding the issue. The first time I called I was told it was processing and to give it 7-10 business days. The second time I called I was told they were going to reach out to the shipping center urgently. The third time I called I was told this was going to be escalated to the internal team urgently. When I requested to speak with a supervisor or manager I was told "they are going to say the same thing as I am". The case number I was provided by the third customer service agent is #*******.
  
  It has been over a month since I processed my return. I did everything according to Aritzia's return policy. I would just like my $226.00 refunded to my original form of payment ASAP. Thank you.

  Business Response

  Date: 15/11/2022

  Thank you for bringing this to our attention. ****** was refunded $226.00 to their original method of payment on November 14, 2022 following an internal review with our internal team. This refund typically takes 2-5 business days to appear on the bank statement depending on the financial institution.