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

• 

  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:25/03/2025

  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 this complaint due to Aritzias repeated failure to provide a return label and the unacceptable lack of follow-through from their customer service team. Over the past 24 hours, I have contacted Aritzia six times, each time being reassured that the issue would be resolved. Despite these repeated efforts, I have yet to receive the return label, nor have I been given a clear resolution.This issue began when my items were incorrectly marked as final sale, preventing me from initiating a return. After finally getting confirmation that I was eligible for a return, I was told I would be sent a return labelbut it has never arrived. Instead, I have been forced to repeatedly reach out, wasting my time with customer service representatives who fail to follow up or provide misleading ************* make matters worse, in my most recent interaction, the customer service representative explicitly stated they would stay on the chat until I received my return labelonly to abruptly end the conversation without resolving my issue. This blatant disregard for customer service and accountability is unacceptable.Given the inexcusable delays, lack of resolution, and the initial error on Aritzias part, I am now requesting a full refund, regardless of whether the return label is sent. Aritzia has failed to fulfill its customer service obligations, and I should not have to keep chasing them to correct a mistake they made in the first place.

  Business Response

  Date: 01/04/2025

  The client reached out on March 22nd to initiate a return for their order, A7819407 in case 6497311. Aritzia let the client know their items were not marked final sale and can be returned for a full refund within the return and exchange policy. Typically our return shipping labels will arrive to the client's email or be available to view under their order history. As the client reached back out regarding an issue with the label and not receiving it, our Concierge Team provided the client a manual label which was emailed to them March 23rd within 24 hours of the client reaching out. The clients return has now shipped back with the return tracking number: 880004054152 and they can expect a refund within 7-10 business days.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 23106120
  
  I am rejecting this response because:

  - there was no reason my items should have been marked as final sale in the first place.  Many customers probably wouldve just accepted that and not pursued this further, which I fully believe was Aritzias intent.

  - there was no reason I should have had to reach out multiple times for a return label.  Aritzias actions show intent to withhold my money, all the while inconveniencing me.  Additionally, I believe they were attempting to withhold my label through the end of the return period so that I would not be able to obtain a refund.  Aritzias customer service representatives fully lied to me all while holding onto my funds and I do not want to see this happening to other customers

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

• Initial Complaint

  Date:24/03/2025

  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.

  Package was left outside and was taken , notified the company from which the order was placed with and told me to wait for a internal review that takes up to 5 to 10 days just to finally be told I couldnt even get a replacement shipment!

  Business Response

  Date: 01/04/2025

  Aritzia completed a thorough internal investigation under case 6464478 for the order A7769923. Under this review, Aritzia has found the package was successfully delivered as per the proof of delivery. Should the client suspect theft, they'll need to reach out to their local police department to file a report. Aritzia will not be refunding the client or overturning this decision due to the information provided.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 23108376
  
  I am rejecting this response because I still dont have my order replacement or my refund, so what am i supposed to do ! ? 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:24/03/2025

  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.

  Aritzia refusing my return back to payment method Order was placed on Order shipped on Order recieved on I took the jacket to my local store for a return, they began the returns process then realized my return was paid with after pay so they said I needed to go home and start the return process online. I had to go out of town and come back and didnt have a chance to ship it before then, I figured I had time.However I just looked at my return authorization and it's stating I am only eligible for a gift card due to the timing. When I went into the store NO ONE at the register mentioned that to me so the window lapsed and now I'm out $278 to Aritzia which is quite frankly a HORRIBLE customer service issue. In store they didnt tell me my window was closing and they didnt even know they couldn't return after pay items, they had to call a manager and ask like three other people in the store to figure it out.Its been a disaster and Im seeking full refund of the item I purchased, its in unworn, unused condition with tags on .RA76946400

  Business Response

  Date: 25/03/2025

  The client reached out to **************************** on March 21st to advise they returned an item after the 14 days return policy and were issued a gift card as a refund instead of their original method payment (Afterpay) under return request RA76946400. Client advised they were not informed of the return or exchange policy in-store, would be escalating their case to corporate, and ended the live chat interaction. All return and exchange policies are available online for the purchaser to review before placing the order and serve as the terms and conditions of their purchase. As the client missed the 14 days return window to request the return online to their original method of payment they were issued an -e-gift card. The client was not granted return assistance in-store as they specifically utilized an online and client exclusive payment platform, and took the item in-store to be refunded on a payment tender not accepted in physical stores. The client has been contacted via email on March 25th in assistance to process a tender swap by having their e-gift card de-valued and their Afterpay account credited. The client is able to work through Concierge to have their return resolved. 

• Initial Complaint

  Date:17/03/2025

  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.

  I bought a dress from this company for $66.76 (including shipping and taxes) and they are only returning $50.70 to me after sending me a dress with bleach on it!

  Business Response

  Date: 18/03/2025

  The client placed Order A7816527 for the Goodlux Bloomsbury Dress (item #******), under a guest account with the order total of $66.76. All online orders placed under an account are eligible for free shipping and return fee's waived as indicated online. The client created a return online on March 12th for the item indicating the reason as 'Other' for Goodlux Bloomsbury Dress. The item was not returned under the reason code damaged, nor is there any case history on their client profile with Concierge of the client reaching out to advise the item arrived with a bleach stain. Therefore the automated return system deducted and $8 return shipping fee and issued the client a $50.70 return total back to e-gift card as the item was purchased on sale. We recommend the client reach out to Concierge (customer service) via Live Chat, Phone, or Email if their order was received damaged to be assisted appropriately regarding their concern as the website is unable to identify if the item was received damaged and will process returns within the applicable policy. In light of how the item was received $8.06 has credit back to the client twice under credit memo CA78165270 and CA78165271 to ensure the shipping fee and return fee is waived. They can anticipated both credits to be received in 2-5 business days, and as the return was received back under ***** Tracking number ************, the client can expect $50.70 within 7-10 business days. The client was sent an email on March 18th to extend a tenderswap by having their e-gift card devalued and a credit for $50.70 would be issued to their original method of payment

  Customer Answer

  Date: 24/03/2025

   
  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- they returned my money to me in full for the damaged dress. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:13/03/2025

  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.

  December 25, 2024, I placed an order online with the number of A6034066. This contained a tank top, leggings, and bra. They did not fit me so I set up a return and sent them back on December *******, sent proof provided in images. Per your company page states Within 14 days from the shipping date, you can receive a full refund to the original method of payment. with this I sent it back in 2 so this should have been. After waiting the 14 days and getting no refund I called. They said give them 5 more days making it a total of 19 and if still no refund to call again. I called again. They said they would look into it and email me. Nobody emailed me. I called again. They said the same thing. This went on about 6 different times of me calling and reciving the same answer of waiting. They did confirm they received it January 1st and the refund was being processed. So this led to finally an email. I was promised a gift card to be sent via email in 10 days which I would let email back with the numbers and have this go directly back to my debit card instead. Its now been 2 more months and nobodys emailed me and Ive received no refund after promise and promise again and emailing every single day. My moneys been stolen from me.

• Initial Complaint

  Date:04/03/2025

  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.

  I received my online order today and Id like to return one of the items because its too big on me. Their sizing is always a hit or miss especially for bottoms. Im a size medium everywhere but Aritzia Im a small which is what I ordered and its big! Now to return it they are charging me a fee. Why is it that the companies that sell expensive items the ones that charge for returns? *** never had issues returning items with any other company. They gladly provide free labels, but Aritzia charges I want to request a free return label and not be charged the return fee. They offered me an exchange but I need to place the order before returning the item and they collect my CC info by phone. Id rather not provide my info by phone and place the order myself. I even asked if I can place the order and they waive the return fee and they still disagreed. I just want a free return due to sizing issues

  Business Response

  Date: 05/03/2025

  The client reached out on March 3rd inquiring to start a return as part of an exchange for Order A7676382. Concierge advised the client that our exchanges work as a two-step process, where a return request is created for the original items and waive the Return Shipping fee. Then, they would process the new order of which payment is collected. Once we receive your return at our distribution center, their refund will be processed in 7-10 business days back to your original payment method! The client advised they were not comfortable in extending in their payment details and checkout with ****** (client payment accessible platform). Client advised they do not have a store near them and the chat was ended. The client then reached out on the social media platform 'X' over direct message and requested the return shipping fee be waived on their Order due to the size being too big. The client was informed that that the return shipping fee is a static fee for items that are being sent back and are not waived should items not workout as anticipated. The client brings up alternative companies, and was informed that return shipping fees are still considered an industry standard. The client should be advised that our items fit differently and the size chart supports the client in making an estimated guess but cannot guarantee the perfect for them. Additionally our returns/exchange policy on our website advises that a return shipping fee is incurred on all returns. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23015792
  
  I am rejecting this response.

  I dont know why its so difficult for them to provide good customer service and provide me with a free shipping label. They asked me to call them and provide my CC info over the phone to process an exchange, but I told them I am not comfortable in providing my CC info over the phone. I always check out using ******. I prefer returning my item in this case and if I wish to order a different size, Ill do so myself safely with PayPal. 

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

  Customer Answer

  Date: 10/03/2025

   
  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:03/03/2025

  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.

  I ordered from Aritzia on 2/22/25. Normally I receive my orders from them pretty quick. But when I realized it had been a while since I ordered I went to check the order status on 2/27 and it said delivered on 2/26. First of all I never received a delivery confirmation. I submitted a claim right away, then 1 day later I got told they are not able to do anything about it WITHOUT GIVING PROOF OF THE DELIVERY. This has been my worst customer service experience!! I've sent tons of email and tried to do live chat but nobody is willing to help. Such a disappointing experience since I've been a customer for a while and use to love this store. I'm going to try to call now cause I'm not willing to just lose almost $200 just because Aritzia doesnt take ownership on what their carrier did.

  Business Response

  Date: 05/03/2025

  Client reached out on February 27th and reported not receiving their package despite the tracking status showing as delivered. Concierge advised they would set up the client for a missing package claim. The client received an email the same day confirming their case was escalated to an internal team for investigation and would follow up in 3-5 business days. The case was passed back to Concierge after being investigated and the client was informed on March 2nd that after the internal review, they've found that their order was successfully delivered to the address on file. If they suspect theft, it was strongly advised filing a police report and that Concierge would be happy to work with the department with any information they may need. A refund or replacement was not extended as the *** and Proof of Delivery indicated the package was delivered to the correct address. A signature requirement was applied on file to support the client in future theft.

• Initial Complaint

  Date:03/03/2025

  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.

  On Feb 17 2025, I placed an order for a black coat from Aritzia. They claimed ti have delivered it on Feb 20th at 2:32 pm. They delivered it to the wrong door. I live in a condo complex. The package is missing and I cannot locate it. They refuse to issue me a replacement or refund. Ive been going back and forth with them for 12 days. Theyre a terrible company and their customer service is atrocious. Please help me get a refund or replacement. I would prefer the refund since theyre so awful. They literally have no solid proof that it was delivered to my front door and my ring door **** picked up no activity for that time on Feb 20th. You can also see that in their delivery pic there was an Amazon delivery. I didnt get an Amazon delivery on the 20th.

  Customer Answer

  Date: 03/03/2025

  I ordered a coat from aritzia that I never received. The carrier delivered it to the wrong door. I live in a condo complex. However, the carrier did not take a picture of the number on the door so I have no idea which unit they left it at. I have been fighting with aritzia for almost 2 weeks over this and they refuse to look for my package or issue me a refund. I had no idea this company was Canadian until I filed the complaint. Had I know I wouldve never ordered it. They clearly do not care about their American customers. Please get me a refund asap. Their customer service is awful and I will never do business with them again. I do have pictures but your system is not allowing me to upload them for some reason. 

  Business Response

  Date: 05/03/2025

  The client reached out on February 23rd advising their package was marked as delivered but they did not receive it. Concierge advisor initiated an internal review for a missing package claim. Client received a confirmation of non-receipt via email and was informed the case was escalated to an internal team and would have a follow up in 2-5 business days. The client followed up upset they had not received their order and expressed dissatisfaction with customer service despite the client being provided the necessary support and steps to open a missing package claim. Concierge provided timely responses within promised timelines. On February 28th, the Concierge team followed up to determine if the client had found/receive the package before providing the internal teams verdict on the investigation. The client advised they had not received it. The client was then informed through the internal review, it has been confirmed that this order was successfully delivered to the shipping address provided in the order. As such, a refund for their most recent claim for your package from order A7519112 was not going to be issued. The client expressed frustration and that they would file a BBB report. The client followed up numerous times via phone, and the proof of delivery was shared with the client and advised that the order was submitted without confirming the apartment number included and recommends reaching out to the building manager to have the package located in the general mailroom. 
  

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23011345
  
  I am rejecting this response because it is inaccurate. The package never arrived and it was dropped off at the wrong address. That is their fault not mine. My address is my unit number. I have gone back and forth with my property manager, neighbors and Aritzia. Aritzia is refusing to take responsibility for the missing package and issue me a refund or replacement. At this point I am demanding a refund because they are an awful business and their customer service is terrible . The proof from fed ex was a simple receipt saying it was dropped off at my door. In the original picture there isnt even a number on the door to show which unit it was dropped off at meaning the delivery person didnt capture the unit number in his/her pic. All doors have the unit number on them. This is clear negligence of the carrier and the business is not taking responsibility for this mistake. I want a refund. I will dispute my credit card and contact the attorney general and the media if I do not receive one. I am not paying $400 for nothing. I didnt receive my coat. This company is atrocious and I am floored by the way this is being handled. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:28/02/2025

  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.

  Hello, I am writing to file a complaint against Aritzia about the way they've addressed a delivery issue. ***** marked the package as "delivered" on 2/13, but it was absolutely not delivered - I was home at the time on the delivery timestamp. My **** mail was delivered at that exact time (4:10pm ET) so I was already outside getting my mail when I got an email notification that the Aritzia package in question was delivered. I looked all around my house and checked with all of my neighbors, it was absolutely not delivered. I filed a complaint with ***** and they are not claiming it was actually delivered, they said "we were not able to locate your package" and told me to contact the shipper to resolve the issue and get a refund.This order cost $260. Aritizia is just telling me their internal review process denied my claim because ***** scanned the package as "delivered," and that I can't escalate my complaint any further. They told me to file a complaint with the police. It was absolutely not stolen, I was home. I'm not wasting public resources on this. I've been a loyal Aritzia customer for years and have spent thousands of dollars at this store, this is the worst customer service experience I've ever had. They should issue a refund, it seems to me that the issue is between Aritzia and *****. Thank you for your help, ******** ********

• Initial Complaint

  Date:25/02/2025

  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.

  On Feb 7, 2025, I ordered an item from Aritzia but never arrived. I immediately contacted Aritzia concierge and was advised to wait for 3-5 business days for an update. I then included the proof of delivery photos as well as photos of my address showing mis-delivery to Aritzia concierge. The photo serves as clear proof that the package was delivered to another address, as opposed to my address. I had to reach out to Aritzia for multiple times but each time I was offered a different timeframe, ranging from 3-5 business days to 30 business days Their explanation was no updates means updates,and I found it preposterous. I do not trust their customer service any more. It has been three weeks and I am requesting my money back for the order which never came to me.

  Business Response

  Date: 06/03/2025

  The client was approved a refund for their missing package claim, and a refund was released on March 5th for $92.60. The client can expect to see this reflected on their end in 3-5 business days. 

  Customer Answer

  Date: 10/03/2025

   
  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,
  
  ***** ***