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:03/11/2022

  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.

  1) Placed an order on Oct 12, 2022 for $1656.00
  2) Filed a return request for 5 of the items on Oct 19, 2022 totaling $820
  3) Received "Return Processed Confirmation" for 4 of the 5 items totaling $622 on Oct 26, 2022
  4) Called Aritzia customer service on Oct 26 asking about the missing item and missing $200 from my refund. I was told an "investigation" would take place to "look into" what happened with the missing merchandise.
  5) Received an email on Oct 27, 2022 stating that an "internal review" is taking place and that I would be contacted with an update within 72 hours.
  6) I didn't receive an update, so I called customer service on Oct 31, 2022 asking for one. I was told that the item was found and that I would receive a refund by the end of the week. I was told that "****** returns just take longer."
  7) I still hadn't received a refund or any communication by Nov 3, 2022, so I called customer service again. This time, I was told that the last customer service rep shouldn't have said that the investigation was resolved. It actually was not, and the refund was not processed. She stated that they are still "investigating," that it's not her department, that I can't contact the department directly, and that I will "maybe" receive an update within 72 hours.
  
  **** ***** ****** **** ******* ***** **** **** *** *** ******* ******* * *** ** ***** *** * ***** ****** ******* ******** **** ***** *********

  Business Response

  Date: 10/11/2022

  We're sorry to hear about ******* recent experience and the time taken to resolve the return. The refund of $198.00 USD shows as successfully released from Aritzia on November 9, 2022 to ******. Due to the internal review and needing to locate the item at our warehouse, this caused some additional processing time. We greatly apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:31/10/2022

  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 did shoo on Aritzia on line USA, they did cancel my order, still not get the refund back.
  
  ARITZIA.COM
  ************ ** ***** *** Transaction Date: 2022-10-01 Posted Date: 2022-10-03 Purchased by: *** **** Foreign Ex****ge ***** *** * ***********

  Business Response

  Date: 01/11/2022

  Thank you for bringing this experience to our attention. I can confirm that 2 orders placed in October by *** were cancelled due to insufficient inventory. As we do not charge credit cards until an order physically leaves our warehouse, any pending authorizations on the card used will lift in 2-5 business days, depending on ***'s financial institution. Please note, the most recent order placed on October 15th (for the same value of $81.44) has processed and shipped successfully, as such there will be a settlement for this transaction. 

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: until now, my bank still not refund the payment to me, they said, the seller issue
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 25/11/2022

  I'm sorry to hear that the authorization reversal has not appeared on the statement. It is recommended that *** review the final bank statement from the end of the month and/or contact her bank directly. I've attached an image showing for authorization reversal from October 5, 2022 for the $81.44. 

• Initial Complaint

  Date:31/10/2022

  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 purchased an order of $578.89 ($538 + $40.89 tax) on October 12, 2022 that was shipped out in three separate packages. The first order consisted of 6 items totaling $514.33 ($479 +35.33 tax), but that order was never delivered to me. I reached out to the merchant as soon as I could, telling them that although the tracking said "delivered" that it was not delivered to my house. They replied with a "proof of delivery" picture that the shipping company provided them, but it was a picture of the package in front of a door that was not my house. My house door is NOT that color and does NOT look like that. I replied telling them that this was not my house and that I did not receive my package. Then they told me to wait another 72 hours before reaching out again to investigate and perform their "internal review", but they did not reach out to me for another WEEK until I asked for an update on the review. Then they replied saying that they would NOT be refunding me this order and they closed my case as "resolved". I shop here a lot (in store and online) and this happened once before where they lost a package I sent as a gift and because it happened twice, they refused to work with me. Even though it was THEIR fault that they lost the package. This was not a small order and I think that they are trying to avoid refunding the items that they lost because of the price. I offered to send them a picture of my front door to compare their "proof of delivery" photo since it is clear that it was delivered to the wrong address, but they are no longer replying/reading my emails and are only responding with the following: "**** ********* **** **** ******* *** ****** ********* ** **** *******" even though it was not. Please help me get my money back and please be wary of shopping with this company. For how expensive their clothing is, their customer service is very unprofessional.

  Business Response

  Date: 10/11/2022

  We're sorry to hear of ********'s experience and appreciate you bringing it to our attention. A thorough internal review has been conducted and our teams are aligned with the resolution based on the details gathered from the client's missing package claims. We can appreciate that this may not be the news ******** is hoping for, however, we will not be overturning this decision.

• Initial Complaint

  Date:17/10/2022

  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 ordered an online order from Aritzia. One of the items wasn’t included and instead they included an item I didn’t order.
  
  I reached out by phone to notify them of the issue and request that *** ** ** ********** ***** ******** ** **** ******* *** ****** * ********* **** they either send a courier, or mail me a shipping label. They refused and said that was outside their scope of support. I asked to be transferred to a Manager and someone named Christian was polite, but reiterated that there was nothing they could do.
  
  I explained that *** ** ** **** **** ********** I ** ** *** **** *** don’t have anyone to go to a printer or bring the incorrect item in store. I explained that this error was no fault of mine and proposed other solutions such as me paying for a courier and having them reimburse me, but he refused to accommodate. For a company that claims to be inclusive, it’s incredibly disappointing to know that they aren’t taking accountability for their error *** ****** ** ** **** *** **** ** ** ****** ***** ** **** **** *********. I’m extremely disappointed as a loyal customer

  Business Response

  Date: 19/10/2022

  We appreciate this experience being brought to our attention and apologize for any inconvenience this may have caused. The Concierge team has assisted the client in having a return shipping label mailed directly to the them and scheduling a ***** pickup once it arrives. During this time, a refund will also be processed once the package is confirmed picked up by *****. The Concierge Management team is continuing to monitor the return throughout the process and have offered to assist in replacing the item with waived priority shipping when the client is ready. 

• Initial Complaint

  Date:12/10/2022

  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 was automatically made to the ship to the wrong address while using ***** ***, didnt have a chance to type it in was just automatic. I contacted them literally 2 minutes after I ordered and they said the order was "locked" and I couldn't make changes! Literally it states that you can cancel within 30 minutes.( I was originally going to try to just change the address but they wouldn't, so now I'm over it cancel it!) I tried contacting the company a few hours after and they said they couldn't help me because I was outside of the 30 minute window. I contacted them in the 30 minute window originally, and they wouldn't help! People can only do so much!
  
  They now tell me I can return for a full refund, well that's great…. But its not going to be shipped to the right address so how am I supposed to return it! This is so inconsiderate.
  
  On top of that I was going to purchase the jacket in the store today but I couldnt go to a rack of clothing without a sales associate coming up to me. I decided to order online to have a better shopping experience. I had a mask on, aka a social cue to give a person some space. This company needs to do better. **** ****** * *** *** ***** ******** ** *** *** **** ******* *** ***** *** ****** **** *** **** ** *** ******** ******* *********.
  
  They just shipped the package.

  Business Response

  Date: 19/10/2022

  Thank you for bringing this experience to our attention and we're so sorry to hear about any frustrations it may have caused. In reviewing the case, it's confirmed that the package associated with order ******** was successfully marked as return to sender and is on its way back to us. As such, a refund of $135.50 is pending as of yesterday, October 18th. Our Concierge team emailed the client notifying them of this and offered to assist in replacing the order to the intended address. 

• Initial Complaint

  Date:05/10/2022

  Type:Delivery 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 purchased items from Aritzia this past week, and I was so excited to try the brand. I had one whole order delivered in multiple packages, neither of which arrived. There were photos uploaded from the delivery service that were of an incorrect house.
  Immediately, I contacted the company and let them know of the circumstances. To my dismay, the company’s internal review dismissed my case without providing a refund or replacement, even though the photos are incorrect. There are no house numbers in the photos, there is no signature confirming delivery and there isn’t even a way I can locate the house package has actually been delivered to. When asked to provide an email or contact number of the review team, they were unable to support. Even more so, they weren’t even able to provide me with the steps taken to completely dismiss my case and said they had no visibility into the details of the case. They are claiming that I have had multiple orders disappear, when I can definitely say this will be my first and last time ordering from their online services. They have taken my money, more than $700, and are refusing to complete the services promised from their end.

• Initial Complaint

  Date:29/08/2022

  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 ordered a garment for granddaughter online. It arrived, it did not fit her. I put through a return via their specified online return process, went to post office and returned it.
  I was not reimbursed and in fact was charged for two garments at that price. I did not receive any notice of return.
  I called and was told I ordered two garments, I did not
  The charge for both was $170 on my ******** ******* card.
  I have not the tech ability to upload documentation. It is on on ******** ******* bill

  Business Response

  Date: 08/09/2022

  We're so sorry to hear about *****'s recent experience with us and can see we recently shared an update as to the status of her refunds.
  
  We can see that there were 2 orders placed for the same item, in black size medium, however only 1 was intended to be ordered. One order was refunded on June 30th for $70 (a return shipping fee is deducted from the refund total) upon receiving it back. For the second order, we filed a missing package claim on the client's behalf as it was identified as not being successfully delivered. As of September 5, 2022 the second refund for $85 will be received within 7-10 business days and reflect on the same card used
  

• Initial Complaint

  Date:10/08/2022

  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 purchased 4 items at aritzia in august 6, 2022 for a total of 465.56. Three items shipped and were delivered on Monday august 8, 2022 however I did not receive this items. I contacted aritzia and they initiated an investigation. There has still been no resolution, and it is now august 10, 2022. I got a notification today that the remainder of my package with the 1 item was delivered however now this item is missing. I would like a refund for these items. I received an email today that the investigation has been resolved, however I have not received a refund or replacement of these items

  Business Response

  Date: 18/08/2022

  We appreciate ****** sharing this feedback and are sorry to hear about her experience. Through our thorough Internal Review process, it was determined that the two packages were delivered. In alignment with this, we're unable to proceed with reimbursement for the purchase. Further to this, we understand that ****** has indicated she has since filed a dispute with her bank to seek reimbursement. 

  Customer Answer

  Date: 19/08/2022

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

  I did not receive my package and you guys will not replace or refund order
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:22/07/2022

  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.

  Missing packages and no response from the company.
  Regarding my Artizia order ~$270 on 7/15: They were shipped on 7/15 in two packages and the status showed both packages were delivered at ~noon (one at 12:10pm and the other 12:55pm). However I checked multiple times later the day and found nothing.
  I called Artizia and they started an internal review with ***** and said they would reply in 72hr. I wrote emails to them asking if any clues found and requested for a replacement, yet still no reponse.
  I only claim what were lost and I am relatively a new customer. I want to get a fair resolution on this so that I could still find reasons to make purchases at Aritzia.
  My request is to get a replacement but if the items are out of stock I would like to have a refund to the original payment method.

  Business Response

  Date: 28/07/2022

  We appreciate the client sharing this feedback and bringing it to our attention. I can confirm that the client was refunded $264.99 on July 24, 2022 based on our Internal Review process. Please note it may take 2-5 business days to appear on a bank statement.