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

  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:09/05/2025

  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.

  Dear Aritzia Customer Service,I recently placed my first order with Aritzia for a Mothers Day gift, but unfortunately, I received the wrong item, This was my first time ordering with your brand, as Im new to ****** and was hoping to have a better experience However, Im quite disappointed with the experience so far. I would appreciate your help in resolving this quickly, as I intended this dress as a special gift.Could you please advise on how to return the incorrect item and receive the correct one in time? My order number is A8854510

  Business Response

  Date: 13/05/2025

  Thank you for your message. I can see case 6613109 was opened on May 8th once a wrong item was received. Our specialized team and ***** carefully reviewed the delivery associated with tracking number 456072014959 and as they were able to confirm the correct item was shipped and delivered, we are unable to proceed with a reimbursement for this order.

• Initial Complaint

  Date:07/05/2025

  Type:Delivery 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.

  Refused to refund over $5k refund value after ***** confirmed the return package was successfully delivered and signed by *******.

  Business Response

  Date: 13/05/2025

  Case 6599732 was opened on May 3rd due to the client reaching out for updates on the status of their refund for the return RA80606480. A review was conducted by a specialized team and ***** to determine the status of the package, with the team determining the items were not received. As the items were not physically received by our distribution centre, Aritzia is unable to move forward with a reimbursement.

• Initial Complaint

  Date:22/04/2025

  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 shipped my order to an outdated address from their internal system, despite me selecting the correct address via ***** Pay during checkout. I no longer live at the address they shipped to and have not lived there for over eight months. This appears to be a technical issue on Aritzias end, as the Apple Pay system is designed to use the shipping address selected at the time of payment authorization. Additionally, the order does not appear in my Apple Pay purchase historyunlike all other ***** Pay purchases Ive madeindicating that Aritzia's system may have bypassed Apple Pays standard fulfillment flow.Complaint Details:?On 4/12/25, I placed an order with Aritzia using Apple Pay. At the time of payment, I selected my current shipping address in ******, ** through the Apple Pay interface. However, Aritzia shipped the order to my old address in *******, **** address I have not lived at for over eight months. This old address was previously stored in my Aritzia account but was not selected for this transaction.I contacted Aritzia customer service as soon as I noticed the issue, but they informed me they could not make any changes to the order after 30 minutes and stated they are not responsible for the error. They did not offer any assistance, refund, or replacementeven though I followed the correct checkout process and selected the correct address via Apple Pay.This appears to be a technical flaw in their system, as it ignored the address chosen through ***** Pay and defaulted to an outdated address from their internal database. The lack of accountability and customer support in this situation has been frustrating and unacceptable.Resolution Requested:?I am requesting a full refund or a replacement shipment sent to the correct address (as originally selected via Apple Pay). I followed all proper checkout procedures, and the loss of this order is due to an error on Aritzias part.

  Business Response

  Date: 30/04/2025

  The client processed there order A8366251 using Apple Pay as the method of payment, taking the client to a Apple Pay payment portal which requires the client to validate the shipping address details and their credit card in their Apple wallet to process the payment. Once the order has been submitted the client is redirected to Order confirmation page. As the order was processed on a third party platform we're unable to validate the details processed on the order. Aritzia does not have the ability to change order details during checkout, and based on the clients accounts details there Texas address is not saved, and the Seattle address is saved as the default. A refund or replacement will not be extended as the order was successfully delivered to the address on the order. 

  Customer Answer

  Date: 30/04/2025

   
  Complaint: 23230137
  
  I am rejecting this response because

  Thank you for your response, but I must formally dispute your conclusion regarding Order A8366251.
  This situation appears to stem from a technical issue within your checkout system. I selected the correct shipping address via Apple Pay during checkout. However, it seems your system defaulted to the outdated address saved in my Aritzia account, overriding my Apple Pay selection without proper confirmation. This is not a user errorit is a flaw in your integration between Apple Pay and your platform.
  I did everything correctly on my end: selected the correct address, authorized the payment, and completed checkout through your system. If your platform failed to honor the selected shipping address, that is an internal issue for Aritzia to resolvenot a justification to deny a refund or replacement.
  I am requesting this matter be re-reviewed and escalated. I am seeking either a full refund or a replacement order shipped to the correct address.
  Sincerely,
  
  **** **** *****

• Initial Complaint

  Date:22/04/2025

  Type:Delivery 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.

  Hello, I placed an online order with Aritzia and the package was shipped with *****. My building uses the Smaile system and the package was misdelivered to another unit (not sure which as I do not have this alert). I have asked the conceirge and building management but they are unable to help. Aritzia claim was delivered but I never received the package and they refuse to provide a resolution and closed the case. The suggestion was for me to file a police report and use resources for a $50 item. Please advise on next steps as this is not an acceptable resolution to me not receiving something I paid for.

  Business Response

  Date: 30/04/2025

  The client reached out to customer service on April 18th advising their package was marked as delivered but not received. The client was advised that a missing package claim would be initiated in partnership with an internal team to investigate to further. On April 20th the client was advised that based on the missing package claim investigation the package was successfully delivered to the address on the order. The proof of delivery indicated that the package was delivered to a secure locker and the *** confirms that ***** delivered to the following address; 55c Condos ****************************************************************************************. As the package was successfully delivered a refund will not be extended and the client is advised to check in with building management or file a police report. 

• Initial Complaint

  Date:14/04/2025

  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 file a complaint against Aritzia regarding an online order I placed for two dresses.I placed an order for two dresses. Upon arrival, one of the dresses was the incorrect color, and the correctly colored dress did not fit properly. Consequently, on March 9th, 2025, I initiated a return for both items using a ***** return label provided by Aritzia.I have confirmation from ***** that they did not weigh or measure the package at any point during the return process and relied solely on the information provided on the return label.Despite this, Aritzia is now claiming that they only received one of the two returned dresses and are refusing to refund me for the missing item. After reviewing Aritzia's track record online with other customers they have countless complaints with similar situations, I have noticed that this issue of missing return items and subsequent refusal to refund appears to be a recurring complaint against their company.Aritzia has stated that after their internal review, they have determined they cannot issue a full refund due to the alleged weight of the returned package. However, this justification is irrelevant given *****'s confirmation that the package was never weighed.I have returned both items as instructed and have proof of shipment via the ***** tracking. I am requesting your assistance in resolving this issue and ensuring that Aritzia provides a full refund for my order, as they have received both returned items.Thank you for your time and attention to this matter.

  Business Response

  Date: 16/04/2025

  Aritzia has completed a thorough review for the return RA77434731 in case 6461142.Our distribution centre has confirmed that only one item was received in their return and the other was not physically located in the return. As such, we are unable to proceed with a refund for the missing item as the weight of the parcel remained the same throughout shipment. At this time, we are unable to provide a refund for the item (Saturn Mini Dress (Black, S)) from this return. Our management team is aligned with this and will not be able to overturn the decision.

  Customer Answer

  Date: 16/04/2025

   
  Complaint: 23203199
  
  I am rejecting this response because I know that I shipped both items and the weight was not measured at the time of me shipping the item from ***** as the shipping company has confirmed. The weight of my package was predetermined when Aritzia emailed me a return label while I was at the ***** location.  This company has a fraudulent history from numerous searches online this is a very common practice for them to not refund when a return was completed. I will not accept this because I had no reason to, nor would I ever keep something that I did not want. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/04/2025

  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 item online with Aritzia, when I received the package, it had been tampered with, it looked like someone had cut the address label of the package and taped it to another box, Im guessing they took the item and replaced it with a bunch of wires in the new box. I had contacted Aritzia and told me that they could t reimburse for it, because it was packaged properly from there end, so I contacted the shipper ****** because I figured that Aritzia must have insurance with them, eventhough it should t have been my responsibility to chase ****** but I did, and they have told me that they sent Aritzia a cheque so they can reimburse me, but Aritzia, has said that there is no way to find this cheque, this must be common practice, but they basically said they cant to anything about it. I have emailed them atleast 30 times, with no luck. So now I have no item and I am out the money too. I am so frustrated.

  Business Response

  Date: 16/04/2025

  Aritzia completed a thorough review for this client under case 5777155 for the order A3927665. Aritzia found the correct items were sent in this package during our internal review and delivered successfully. At this time, we're unable to proceed with a refund or alternate resolution. If the client suspects their package was tampered with or stolen after delivery, we recommend reaching out to their local police department for further steps. Should the police department need further information, Aritzia is happy to cooperate with them directly.

  Customer Answer

  Date: 16/04/2025

   
  Complaint: 23189389
  
  I am rejecting this response because: Aritzia has received the refund from ****** so they should be giving me my money back.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/04/2025

  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 am filing a complaint against Aritzia regarding the wrongful restriction of my customer account due to a ****** dispute that I had no involvement in. My case number with Aritzia is *******. My name is ***** Jujooste. Aritzia has blocked my ability to place online orders, claiming the restriction is linked to Order A6320610 / Case #*******. However, that order was placed by my sister, ******* Jujooste, through her own separate Aritzia and ****** account.I have never used ****** for any purchases with Aritzia, nor have I ever filed a dispute or had any open cases with the company. Despite explaining this and escalating the matter to their management team, I was told my account will remain blocked until my sister resolves her dispute with them. This decision is based solely on our shared last name and not on any factual connection between our accounts.This has resulted in:An unfair restriction on my account as a separate, paying customer Denial of the ability to make purchases or receive customer service A refusal to investigate my case independently from my sisters I find this treatment to be unacceptable and discriminatory, as it assumes shared responsibility without evidence or legal basis. I have asked Aritzia to release my account and they have refused, despite acknowledging that the disputed order was not mine.Resolution Sought:I would like Aritzia to:1.Remove the restriction from my customer account ************************* in writing that my account is separate from my sisters and should never have been blocked.3.Update their internal policy so that customers are not penalized based on unrelated individuals disputes.

  Business Response

  Date: 09/04/2025

  Aritzia completed a thorough missing package claim under case 6213235 for the order A6320610. Under this review, our internal team found the package was successfully delivered to the address on the order. As such, we won't be proceeding with a refund or replacement of this order. If the client suspects their package was stolen, we recommend reaching out to their local police department for next steps.

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23153689
  
  I am rejecting this response because:
  
  I am writing to clarify that I am not inquiring about case #******* for order A6320610, which belongs to my sister, ******* Jujooste. My name is ***** Jujooste, and I have my own Aritzia account and have never used ****** for any of my orders.
  
  Despite this, Aritzia has unfairly blocked me from placing any future orders, apparently due to my sisters unrelated case. I find this action to be discriminatory and unjustified, as I am a separate individual with no involvement in her situation.
  
  I respectfully request that Aritzia review this matter again and stop associating my account with my sisters. I am seeking a resolution that allows me to shop with Aritzia independently, without being penalized for a situation I had nothing to do with.
  
  Thank you for your assistance.
  
  Sincerely,
  ***** Jujooste,
  

• Initial Complaint

  Date:02/04/2025

  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 February 15th, 2025, I placed Order No. A7481698 from Aritzia's website for $1,127.79, using my credit card. The order shipped in two packages via *****. The first package contained the incorrect item. I reported the issue, returned the item, and was refunded. The second package never arrived. I called Aritzia's customer service and reported the missing package on March 4th. They issued a refund and placed a new order (Order No. A7481698) to replace the lost items. The new order cost $911.19, and shipped in two packages. The first package contained another wrong item. I reported the issue, returned the item, and was refunded. When the second package arrived, three of the four items were incorrect. On March 7th, I requested to return all four items, and noted that I had received incorrect items. I shipped the return via *****. I placed a final order to replace some items. Two of the items were correct, and two were incorrect. I returned all four items and was refunded. On March 21st, I called Aritzia again, as I had not received my refund. They said they would ship the items back. On March 28th, after receiving the package, I called Aritzia to request a return label. The agent told me I would receive a return label via email in 20 minutes. Instead, I received an email informing me that I would not be refunded. I called Aritzia again. The agent suggested that the issue may be that some of the incorrect items were items I had purchased from Aritzia 4-5 years ago. I let her know that I never bought some of the items I received, and no longer own the others. I checked Aritzia's website and found they still sell these items. The agent said she would request that her manager call me. I spoke to her manager, ******, the next day. She asked that I email photos of the items, so I did. On April 1st, ****** confirmed that I would not be refunded. I cannot even return the correct item, which cost $450. I am shocked and confused. I hope that you can please help. Thank you!

  Business Response

  Date: 09/04/2025

  Aritzia completed a thorough review under case 6494114 for the items returned, RA77437720. Aritzia found they were unable to process this return as the items delivered to us did not correspond to their order. Our internal team shipped the items back to the client and informed them we could not move forward with a return or refund. In addition, due to multiple claims being made on this account, we will no longer be able to ship online or boutiques order to this client. They are more than welcome to shop in our boutiques moving forward. This case has now been closed and our management team will not be overturning this decision. 

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23152942
  
  I am rejecting this response because:

  The items delivered to Aritzia during the return process did not correspond to my order because Aritzia did not deliver the correct items to me. When processing my return online, I listed the reason for the returns as being because I received the wrong items. Then, I sent back the incorrect items I received.

  Multiple claims have been made on my account because the order I placed on 2/15/25, #A7481698, was lost by ****** the replacement order I placed on 3/4/25, #A7743772, had incorrect items and the final replacement order I made on 3/7/25, #A7780651, had incorrect items.

   I have been ordering from Aritzia for five years and have never experienced issues like this before. I am shocked that they would attempt to steal my money by making me pay for items I did not receive and then penalize me for their own shipping mistakes. I have read online that many customers have experienced this issue with **********************, and I am so frustrated and disappointed by their handling of this case that I do not mind no longer being allowed to order from their website, even though this retaliation is absurd to me. I just want to be refunded for the incorrect items I have paid for.

  Thank you for your help.

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

• Initial Complaint

  Date:01/04/2025

  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 complaint is regarding order A6993267. Item was returned and was received by Aritzia return facility on 1/27/2025. The ***** tracking # ************ shows that the item was returned and delivered back to Aritzia. **************** admits that the item was indeed delivered to their facility by *****, but return facility lost the item. It has been over 2 months and Aritzia return department are unable to locate the item. Aritzia refuse to issue refund of the item received by their return department. At this time they want to continue looking for the item at their return facility despite it has been 2 months now. It is unreasonable and unacceptable to go beyond this time to locate item that was clearly delivered and lost at the return facility. This behavior is very concerning and unprofessional. Im requesting no further delay in issuing the refund.

  Business Response

  Date: 01/04/2025

  Aritzia has opened a thorough investigation with our internal teams regarding the order A6993267 in case 6440985. Through our review, we can confirm the Super Puff Mid was not received at our ******************** Our management and internal teams will not be overturning this decision and will not be refunding the client for this order. 

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 23136901
  
  I am rejecting this response because:

  return Item arrived at Aritzia return department in *********, ** on January 27, 2025 at 11:00 AM as shown in the attached proof of delivery.  

  Aritzia was provided on multiple occasions that the return item was successfully delivered via ***** to their distribution center.
  

  Aritzia distribution/return center lost the item at their facility and here myself and ***** are not responsible for this loss. Indeed this shows lack of accountability of Aritzia in losing returned merchandise at their facility. 

  
  Again, ***** confirms the package was delivered, meaning the responsibility for processing the return and issuing my refund lies with Aritzia. Given the circumstances, I kindly request that my refund be processed immediately in accordance with their return policy. Mishandling and losing returned item at the distribution center after delivery by ***** solely falls on Aritzia. 

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

• Initial Complaint

  Date:31/03/2025

  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 an order with Aritzia on March 14 (Order #A7901228) totaling $1,513.60. The items were shipped in multiple parcels. On March 16, 2025, I was charged $939.40 for a shipment that was supposed to include The Effortless Pant in Vintage Navy, size 2 ($148 + tax = $162.80).While the package was delivered sealed and untampered with, the pants were missing. I contacted Aritzia Concierge. They conducted an internal review but ultimately denied a refund or replacement based solely on the parcels weight, which is not conclusive proof the item was packed. I made every attempt to resolve the issue *************** their final message, Aritzia also referenced multiple claims (without explanation) and informed me they would no longer fulfill future orders. I have since returned the rest of the items in the order except the missing pants, which I never received.I am requesting a refund of $162.80 for the missing item.

  Business Response

  Date: 01/04/2025

  Aritzia has completed a thorough internal investigation in case, 6508886 for the order, A7901228. Through this review, Aritzia has found the missing item was shipped and delivered successfully to the client and as such, we won't be refunding them for this claim. As this client has made multiple claims with Aritzia, we will no longer be able to ship future orders to the client in order to support successful deliveries and for the safety of the client. The client is more than welcome to shop within our boutiques and we will not be overturning this decision due to the information provided. 

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 23135207
  
  I am rejecting this response because: Thank you for the response, though I find it both dismissive and misleading.
  
  Citing the packages weight does not definitively prove it was packed, and does not address the possibility of human error during fulfillment.
  
  Your reference to multiple claims is both inaccurate and discriminatory. I spoke with an Aritzia supervisor who confirmed that the only other issue on my record was over five years ago, and that claim was Aritzias fault, not mine. It is deeply concerning that Im now being penalized due to a single issue and a years-old incident that I had no fault in. This feels like a convenient excuse to discredit a legitimate claim and avoid accountability.
  
  I have returned the remaining items from the order and am simply requesting a refund of $162.80 for an item I never received. Being denied service and accused of misconduct without evidence or transparency is not only unjust it borders on discrimination.

  This pattern of discrediting legitimate concerns and citing outdated, unrelated incidents to justify denying service feels both retaliatory and discriminatory. I am asking for a fair and unbiased resolution based on the facts of this case not assumptions or a history inaccurately framed to shift blame onto the customer.
  
  Sincerely,
  
  **** ****