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:25/02/2025

  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.

  We had a package marked as "delivered" and it isn't here. We contacted this company months ago and it's been "under investigation" for months. Finally we got a response saying ***** delivered the package and that they'd not be refunding us. The package is NOT here. The items were NOT delivered, and we deserve a refund.

  Business Response

  Date: 05/03/2025

  The client reached out over live chat on January 26th advising their package was marked as delivered but not received over Christmas. The customer service team advised that the tracking indicates the package was delivered to the address on order and signed for by an *.*****. **************** set up the client for a missing package claim and advised they can expect a confirmation of non-receipt in ***** hours. On January 28th the advised email was sent over to the client and informed they would reach out to an internal team for information and would follow up in 3-5 business days. The case processed into the internal teams queue, and anticipated to follow up in the provided timeline. The client sent an email the same day processing the case back into the general queue. Due to a high volume of inquiries in the inbox the email was no longer escalated and found once the previous emails were cleared. On February 24th our internal team found that based on their investigation  that the package was successfully delivered to the address on file to '**************************' offices. The package was delivered and signed for by the receptionist ****** *****. The client was advised that a refund/replacement was not extended as the package was successfully delivered to the address on file. The client confirmed it was delivered to their office and was either misplaced or stolen, and that they would file a chargeback should a refund not be processed. **************** advised reaching out to the receptionist or concierge that signed for the package. Alternatively, should the client believe the package was stolen we recommend filing a police report. 

• Initial Complaint

  Date:24/02/2025

  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.

  I bought an item on the aritzia official website ,but I did't receive the item .then I quickly told the assistant of the website at that time .but there is no answer over a month . I have been asking for the issue 4 times ,and every time they just make me waiting. and then I can't stand waiting and call for claim .they just told me that that is not their problem ,and the only way is to call the police .It is unacceptable to wait for over a month and received an answer like that .

  Customer Answer

  Date: 25/02/2025

  That 's my receipt of the item and the conversation with online assistant . I just want to refund about that .because I didn't receive the item .and they just don't want paid me about my loss . 

  Business Response

  Date: 05/03/2025

  The client reached out over email on December 23rd advising their package was marked as delivered but not received. **************** team responded on December 27th to set up the client for a missing package claim and the email informed the client they would reach out to an internal team for information and would follow up in 3-5 business days. The case processed into the internal teams queue, and anticipated to follow up in the provided timeline. The client sent an email the following day processing the case back into the general queue. Due to a high volume of inquiries in the inbox the email was not found until the client followed up on January 8th via phone. **************** apologized for the delay an advised the client to call for updates instead of emailing to avoid disrupting the case queue. The client was provided an estimated timeline of 3 to 5 business days for an update on their case. The client sent an email that same day disrupting the case and processing it back into the general queue, the client continued to send frequent emails processing the case to the back of the queue despite being informed to call in to avoid delays. On February 20th our internal team found that based on their investigation, the package was successfully delivered to the address on file to as indicated in the delivery photo, the house number matched the shipping address. The client was advised that a refund/replacement was not extended as the package was successfully delivered to the address on file. The client as advised to file a police report with local authorities and that our internal team would be happy to cooperate.
  
  

• Initial Complaint

  Date:21/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed a return before the deadline. ************************** signed for the item on 1/13/25. I have verbally contacted ************************** and they kindly look into the refund and tell me it is handled. They have sent me emails with with a claim number. Two days ago, they said we were on day 7 and she perswould contact me by end of day. I haven't heard from her. Apparently there is something going down in the ************************** business office that isn't good.

  Business Response

  Date: 26/02/2025

  Client opened a missing package claim on December 6th advising their package was marked as delivered but not received. The client was followed up with via email on December 16th advising their case would be escalated to an internal team and a missing package claim would be opened. Client was advised a followed up in 3-5 business day. The client followed up the same day twice via email despite being provided a timeline for a response back, pushing the case out of the escalated queue and into the general inbox. The client followed up various times, until on February 14th the case was escalated by leadership and reviewed. A chargeback was noted to be processed by a client and refund was denied. The chargeback was accepted and no flags were placed on the clients profile.

  Customer Answer

  Date: 26/02/2025

   
  Complaint: 22967632
  
  I am rejecting this response because: What does "A chargeback was noted to be processed by a client and refund was denied. The chargeback was accepted and no flags were placed on the clients profile." mean?  In addition, we must be talking about different orders. The dates in the response do not coincide with the return/order in dispute. Order No. A5959799 was placed on December 24th in size Small. This order was received Saturday, Dec 28th at 8:24 am, tracking number ************. I dropped it in the mail on 1/8/25 to be returned. The size ** was in stock on January 13th. On January 13th at 4:14 pm I spent 7 minutes and 53 seconds with a young gal at ************ ************** where I explained that the size small was on its way back and that I was interested in purchasing the *** She was very understanding and helpful to make this return and purchase work. She put me on hold and told me everything was set and that the credit would be processed for $158.40 and that she was able to place the order No. A6814994 at the same $158.40. The ** was shipped to me on January 14, 2025 via ***** Tracking Number 436810955587. The Small was returned via ***** tracking ************ and was delivered to Aritzia on 1/13/25 at 10:56am RA59597991 and it states that it would be given to me in a refund. I followed up looking for the $158.40 refund on 1/27/25,2/4/25 and 2/17/25 via a phone call where each conversation was friendly and helpful promising me that the credit was coming. I did receive an email dated 2/5/25 for follow up from the verbal on 2/4/25 that notes return RA59597992 which is different from the one provided on the ***** document of RA59597991 and she provided case ID *******. The last call on 2/17/25 the gal told me that we were only at day 7 and it could take up to 10 days and that is the way it is. We talked about how her dad thought there was so much traveling to do in the ** that travel abroad was not necessary. She told me should would follow up with me by the end of her shift. She never did. Please repay.

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

  Business Response

  Date: 05/03/2025

  The client followed up via phone on February 17th advising their refund was not processed. The Concierge advisor issued a credit back to the **** ending in 5105 for $158.40 under credit memo CA59597990. The client was advised the refund would be received in 2-5 business days. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 22967632
  
  I am rejecting this response because: I haven't seen the credit yet. I did talk to a nice gal as noted. She told me that they had 10 days and it was only number 7. We also spoke sbout traveling.  She saud he dad believed there was plenty to see here in ***************** and traveling abroad wasn't necessary. She also told me she would follow up with me before the end of her day. I never heard from her again.

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

• Initial Complaint

  Date:19/02/2025

  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.

  I am writing to formally file a complaint against Aritzia regarding a defective item I purchased. I placed my order on 12/16/24, but it was backordered and was expected to ship on or around 2/24/25. The item was unexpectedly delivered on 2/13/25, but upon opening it, I discovered it was defective, with fraying and loose strings coming out of the fabric.On 2/14/25, I reported the issue to Aritzia customer service. However, I was informed that the fraying was a manufacturing detail and that, since the item was final sale, they would not offer any resolution. Nowhere on their website was it mentioned that the item would have visible defects such as fraying or loose strings. Had I been made aware of this, I would have never placed the order.I am requesting a refund for this defective item, as it was not as described or expected. I find the lack of transparency and the dismissive response from Aritzia unacceptable.Thank you for your attention to this matter.

  Business Response

  Date: 26/02/2025

  Client reached out to Concierge in Live Chat advising their Special Order for the 90s ************** from A5709062 arrived damaged. Concierge requested photos via email and client followed up accordingly. Clients photo indicated minimal fraying/lose thread's around the button slits. Concierge advised that the style was manufactured this way and as the item was Final Sale they were unable to return/exchange. Client pushed back as they were unhappy with the product, and a return to e-gift card was issued in light of the experience for $53.03 and a return label was set up to send back the return. 

• Initial Complaint

  Date:19/02/2025

  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.

  Order A7311529 - I received the package but it was not what I ordered and was a non-Aritzia item. They indicated that since they sent the wrong item to me previously, and they issued a refund then, that they will not provide me with a refund in this case. I either want them to send me the actual item I purchased or provide a refund. I emailed multiple times and also called but continue to get the same response that since I had to return an item previously (due to their mistake), that they will not fix this problem. I want a replacement, refund, or store credit. Thanks

  Business Response

  Date: 26/02/2025

  Client processed Order A7311529 for the Cozy Sweatfleece Mega Straight Sweatpant (item #******) in Bow Pink in Medium. Client reached out to Concierge on February 7th via phone advising they received the incorrect item. Photo's were requested via email and upon inspecting the attached photo, Concierge deemed the correct style was received, as the stock ticket matched the item ordered. That said, the claim was denied as the photo of the inside article label provided by the client was not verified as authentic as it did not match the lay out of article label details on all our products. Please see the attached photo of how our care labels are designed. An additional finding based on the provided photos is that the item has inside seams that are only reflective of our Mega Sweatpants, and drawstrings that match our product. 

  Customer Answer

  Date: 27/02/2025

   
  Complaint: 22945531
  
  I am rejecting this response because:

  I understand that the correct Aritzia "stock ticket" is attached to the wrong item by a safety pin.  This picture had already been provided to Aritzia and they cropped it out of their response to the BBB.  We've attached this picture here titled "Non-Aritzia Picture 1".  You can see that the clothing tag reads "KUT / SO" instead of Aritzia.  It is clear that this is not the item I ordered because it is not an Aritzia item.  In addition, the "Non-Aritzia Picture 2" shows that the pants I received have elastic cuffs at the ankles but the one I ordered is straight, does not have elastic cuffs, and the Aritzia name is not embroidered by the right-side pocket.  Clearly it appears that someone at Aritzia prior to shipping attached the Aritzia "stock ticket" to a different non-Aritzia item.  See "Actual Item Ordered Picture" in the attachments.  Originally, they had told me that I was not able to get a refund because I had previously made a claim because they provided me with a wrong item before.  See "Aritzia Email Response 1" and "Aritzia Email Response 2" attachments. Since I have ordered over $1000 worth of Aritzia items in the past few months, I understand that mistakes can happen.  However, I am not going to pay for the wrong items sent to me.  Thus, I'm requesting either a replacement, store credit, or a refund.  I can also return the item to the Aritzia store at the *************** in ***********, ** if that works better for Aritzia.  Thank you.

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

  Business Response

  Date: 05/03/2025

  Based on the provided photo's we are unable to provide a resolution as we cannot authenticate the authenticity of the item. As the client highlights the inside label, our product is not manufactured with the label on the item. We also identify that the stock ticket is attached to the item in an area we do not apply the stock tickets prior to shipment/placement in-store. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 22945531
  
  I am rejecting this response because:

  Aritzia is not able to authenticate the item because it is not from Aritzia.  That's what I keep explaining.  I received 3 orders on that day in 3 separate boxes.  2 of them contained the correct items.  1 of them contained a non-Aritzia item.  The 3 boxes were all sealed with Aritzia tape.  Thus, someone in Aritzia's shipping area swapped out the correct sweatpants that were supposed to be sent to me, placed the Aritzia stock ticket on the non-Aritzia sweatpants, and then shipped me the non-Aritzia sweatpants.  At no time has Aritzia indicated that they are looking into what happened or suggested that someone from their company could have done this.  Instead, they have essentially accused a good customer of making up the story to get a replacement or refund.  Very disappointing.  

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

• Initial Complaint

  Date:19/02/2025

  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.

  I placed an online order for a Super Puff Jacket and Halter Top from Aritzia worth $396.44 on 01/14/2025. I was alerted on 01/16/2025 that ***** had delivered my package at 2:43 pm. I arrived at home approximately 3 hours later and the package was nowhere to be found. I requested a proof of delivery document from ***** and while they stated the package was delivered, there was no photographical evidence of delivery. I reached out to Aritzia **************** after 24 hours had passed (as they stated sometimes packages are marked delivered early in their email) and notified them of the missing package. I did not receive a response for several days, followed up via email on 01/20/2025 and called Aritzia Concierge and they assured me I would hear from them regarding an investigation. I got an email on 01/23/2025 stating "Weve reached out to our Internal Review team for more information and will send you an update within the next 3-5 business days." However, I received no update within that timeframe. I followed up twice via email on 01/26/2025 and 02/11/2025 regarding the investigation and next steps. I also called Aritzia Concierge twice and everytime was told they would get back to me within a few days but did not. I am highly frustrated by the failure to delivery my nearly $400 package and Aritzia's subsequent negligence and lack of responsiveness to my inquiries. I have submitted 3 of 4 payments through Afterpay and have my final payment on 02/25/2025. This situation is extremely inappropriate and mentally distressing. I have tried repeatedly to reach the company for either a refund or replacement of my order and have received no help. I would like help making sure I receive a refund or replacement for an order that was not delivered.

  Business Response

  Date: 26/02/2025

  Client reached out on January 17th advising their package was marked as delivered but not received. Client followed up on January 20th and provided a photo of the proof of delivery. The case was queued to an internal team and the client was advised on January 23rd that a missing package claim would be opened and a follow up would be completed in 3-5 business days between January 28th-30th. The client followed up prior to the advised timeline pushing the case out of the escalated queue and into the general inbox. The client was provided a resolution on February 18th and a refund was issued for $396.44 under credit memo CA68424200 with a signature requirement flag to ensure future packages are signed and received. 

  Customer Answer

  Date: 04/03/2025

   
  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:14/02/2025

  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.

  1. I ordered off of Aritzia on 12/1 for a jacket that costs $326.63 in total. 2. On 12/5, I got an email that said it was delivered as I was at my apartment when I immediately went downstairs to grab it from the entryway of my building but it was not there. When I went to reach out, it said I must wait 24 hours.3. I waited exactly 24 hours and emailed on 12/6. 4. I got an automated email back that it would take 3-5 business days.5. On 12/12, I followed up and also mentioned based on Fed Ex picture they had delivered it to the wrong building despite my address being correct. I also made claims with *** Ex via phone and their website.6. Later that afternoon on 12/12, I got an email saying it was under internal review and "While we work on getting a more detailed status, if you haven't already done so, could you help us by checking with neighbors and other surrounding locations where a package may have been left?" (Unfortunately, I live in ************* and can not go door to door to different apartment buildings and check each unit for my package so thought this ask was completely out of touch.)7. I responded to the email and also sent an email of what my interior of building looked like in comparison to the one Fed Ex showed it got delivered to. 8. I followed up on 12/25 for a response after reaching out on 12/20 to the support chat. They said I would have an answer by 12/23 9. After not receiving an email on 12/23 I followed up on 12/25. 10. Still not receiving response followed up on 12/26. 11. Followed up again on 12/26 saying I was going to do a chargeback.12. On February 14, 2025 (a little less than 2 months from filing a chargeback), I got an email from Aritzia saying they will not be refunding me for my recent claim and work directly with bank from here. Then they closed the case.

  Business Response

  Date: 19/02/2025

  The client used the contact us option on the website, and then followed up with our Concierge team manually via email on December 6th advising their package was marked delivered but not received. Due to an unprecedented volume of inquiries during the Holidays response times were severely delayed, and the client followed up once more on the 12th. It wasn't until the 16th when the case was responded back to in the queue, and the client was advised a missing package would be opened and an update would be provided in 3-5 business days. The case was internally escalated from the Concierge queue to the internal teams. The client followed up twice via email pushing the email out of the internal teams queue back into Concierge's. It wasn't until the 19th when the client reached out via live chat that the case was reprocessed into the internal teams queue and was advised to wait another 2-5 business days for an update. The client reached out on the 25th, and twice on the 26th advising they would dispute this with charge with their bank. As a result of heavy volume of inquiries and back log internally, on February 14th our internal team advised they would deny a resolution as the client disputed the charge and the proof of delivery matches the shipping address on the order. The client was informed accordingly via email and the client followed up via phone to express their frustration and the lengthy delays.  

  Customer Answer

  Date: 20/02/2025

   
  Complaint: 22943016
  
  I am rejecting this response because:

  Their statement: The client used the contact us option on the website, and then followed up with our Concierge team manually via email on December 6th advising their package was marked delivered but not received.

  My response: I used the contact option on website, and then as requested by them, emailed them. Please see screenshot of this. 

  All of this is restated from their end but no resolution at all. This is clearly negligence on business behalf. There should be a clear disclaimer for their customers if holiday time will take longer there was no disclaimer or that following up for a response after the provided time would push request back in the queue. As customers would reach out past the given provided timeline for a follow up.  
  

  Another excerpt from them: It wasn't until the 19th when the client reached out via live chat that the case was reprocessed into the internal teams queue and was advised to wait another 2-5 business days for an update. The client reached out on the 25th, and twice on the 26th advising they would dispute this with charge with their bank.

  My response: Actually I was told, I should expect to have a response by Monday the 23rd (I do not have a screenshot for this) but they had specifically said Monday and I did not get any. If a business is going to straight up delay a process and then lie about when to expect a response, I had to simply take next steps.

  Again, proof of delivery to the WRONG building. I can provide plenty more photos and videos  to them of my address with the correct building. The package went to the wrong building.
  

  Aritzia, please resolve this in the right manner on your behalf. As a business, how you have handled this situation has been completely out of hand. I should not have to be going to these measures as a customer. 

  Sincerely,
  
  ******* Edh

  Business Response

  Date: 26/02/2025

  The missing package claim was approved by our internal team, but as a chargeback was filed, Concierge is unable to process a refund. No flags have been processed on the clients account, and the chargeback has been accepted.

  Customer Answer

  Date: 26/02/2025

   
  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,
  
  ******* Edh

• Initial Complaint

  Date:13/02/2025

  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.

  Heres a support message you can use:Subject: Urgent Complaint Regarding Missing Order No. A7398682 Dear Better Business Bureau,I am reaching out to file a complaint regarding a purchase I made from Aritzia that has not been resolved despite my numerous attempts to follow up with their customer service.Order Details:Order No.: ******** Tracking No.: ************ Item: THE SUPERSNUG PUFF (Black, Size XS, Quantity: 1)Total Paid: $367.25 The order was marked as delivered; however, I never received the package in my locker. The image ***** has attached is not even of my locker. When I contacted Aritzia, I was informed that they would open an investigation. Initially, I was told it would take 2-3 business days, then 3-5 business days, and now 7-12 business days. Despite my repeated follow-ups, they have provided no updates on the investigation and continue to claim their internal team is unreachable.This item was intended as a Valentines Day gift, which adds urgency to the matter. It is extremely disappointing to experience such poor service from a reputed brand, especially for a high-value purchase.I kindly request BBBs assistance in addressing this issue and ensuring Aritzia resolves it promptly. I expect a clear resolutioneither a replacement of the item or a full refundat the ************* Reference: ******* Thank you for your time and support. I look forward to hearing back soon.Sincererly,D

  Business Response

  Date: 19/02/2025

  The client reached out via phone on February 11th advising their order A7398682 was marked as delivered under ***** tracking number 285268251194. The client was sent a follow up email confirming that a specialized team would look into this further and would reach out within 3 business days. A member from the team followed up the same day advising they opened a missing package claim and would escalate the case to the internal team responsible for the resolution in their case and would have an update in 3-5 business days. The client followed up via email and phone the same day and the following day twice more via phone despite being advised an update in 3-5 business days after escalating the case to the right team. A member from the leadership team followed up via phone and informed the client that we are unable to expedite the internal review as the resolution is determined by an internal team. The client continued to follow up via phone on the 13th and leadership advised the client the appropriate steps are being taken and actioned within the promised timelines to support the client. The client followed up on the 16th and 18th via phone again. On the 18th (5th business day within promised timeline) the client was advised that a refund would be issued, in addition to signature requirements on their packages to mitigate the instance of future missing packages/claims. The refund was advised to be reflected within 7-10 business days at the discretion of their financial institute and postage. 

  Customer Answer

  Date: 19/02/2025

   
  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:10/02/2025

  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 purchased an item using a gift card and used ****** to pay for the remaining $50.63. I was charged twice for the $50.63; once on Dec. 18, 2025 and once on Dec. 23, 2025. I was told that the first charge was an authorization charge, however it was deducted from my credit card twice and posted on my credit card statement. I contacted the organization and they refuse to refund the second charge, stating that it was an authorization charge and that it would be refunded. I still have not received a refund.

  Business Response

  Date: 19/02/2025

  The client reached out on December 27th,advising they were charged twice for a recent purchase and attached a ****** Invoice for two charges for $50.63 on December 19th and December 23rd. All Aritzia eCommerce orders are subjected to a pre authorization and a settlement. With the available information, Concierge deemed the initial charge on December 18th as a pre authorization and the secondary charge on the 23rd the settlement. The client was informed they could anticipated the initial charge to reverse. The client followed up advising that the transaction was two charges and neither a pre authorization on January 2nd and 7th. Concierge responded on the 7th advising that if the pre authorization did not lift in 3-5 business days to follow back up, and they would be happy to investigate further. The client did not follow up and on February the client advised they were not refunded and a BBB complaint was submitted. Concierge informed the client to attempt to dispute the charge with ****** directly, and the client advised they were unable to. Concierge escalated this with the appropriate internal team on February 9th, and received an update on February 11th advising they manually sent over a refund via ****** for the duplicate charge. 

• Initial Complaint

  Date:30/01/2025

  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 gifts for Christmas and my order never arrived. I reported it to Aritzia over 3 weeks ago and have followed up twice to which I was told that when I follow up im moved to the bottom of the que. i'm very frustrated and would like a resolution to this issue. When I check online it shows credit completed but I havent gotten a refund. Please shed some light. Thank you.

  Business Response

  Date: 30/01/2025

  The client sent an email advising their order A6419819 was marked as delivered via tracking number 1ZC1G3720301845064 on January 8th but was not received. Concierge responded back on the 15th advising they have opened up a missing package claim and will follow up in 3-5 business days. The client followed up the same day and on the 20th despite being informed they would be followed up with in 3-5 business days, pushing the case out of the internal teams queue and back to Concierge. The client followed up on January 23rd, and Concierge informed the client they would hear back in a few days and our internal teams are experiencing delays due to heavier than normal queue. On the 30th, the client was contacted by the client experience team and advised their case has been escalated and to allow 1-3 business days for the resolution on their case.