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

  330 4700 Kingsway Burnaby, BC V5H 4M1

• 

  TNA

  2128 4700 Kingsway Burnaby, BC V5H 4M1

• 

  TNA

  2899 Granville St Vancouver, BC V6H 3J4

• 

  Aritzia LP

  761 Main St West Vancouver, BC V7T 0A5

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:07/01/2025

  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.

  Order: A4624919 Amount: $1028.87 Returned the order and was confirmed was received on 12/8/24, and processed on 12/12/24. The refund should received by 1/2/25 (7-10 business days after the return has been processed.) However, as of today no refund has been made.

  Business Response

  Date: 14/01/2025

  Aritzia has opened a return missing package claim for the return, RA46249190 under case, *******. Our internal team is currently working on this and the client should receive a reply with a decision within 1-3 business days from our Concierge Team.

• Initial Complaint

  Date:06/01/2025

  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.

  On 11/29/24 I placed an order for Golden Butter New Cheeky Hi-rise flare 30" legging. Item no: ******. This order was placed by myself **** *********. This product was not received by **** ********* who ordered it. I live in ********* at: *****************************************. This was sent to a person at: **************************************** Apr. D, Casstt, SC. 29032-9288. I never placed this info with this address in the order. It was sent to the incorrect address which is due to Aritizia system mistake. I have contacted Aritzia numerous times regarding this and they do not listen to the information given by me and continue to state that I placed the order and this is the address that was on the order when it was placed. There is a "internal review" process which I did complete and. they have contintued to deny my claim. The internal review # is *******. I have ordered other items on the same day and all of those items were sent correctly. I am frustrated that a company will not listen to the customer regarding what occurred and am asking for a refund due to a "missing article". I would hope that they would support their customer base better than what I am seeing. I am not trying to take advantage of this situation. I am just trying to make it right.

  Business Response

  Date: 14/01/2025

  Aritzia has opened a missing package claim under the case, 6070783 for the order A4957950. The client inputted the address on their order incorrectly and submitted at checkout. The order was delivered successfully to the address on the order as the client didn't reach out to modify or cancel the order. Aritzia will not be refunding the client due to the incorrect address inputted at the time of checkout will not be overturning the decision based on the proof of delivery. 

  Customer Answer

  Date: 15/01/2025

   
  Complaint: 22773198
  
  I am rejecting this response because: I never put the address that is in ************** they are stating into the order online. There is no address in my address book for anywhere in  ************** where this package was supposedly delivered. I have ordered from Aritzia before and even this Christmas and all other packages were delivered correctly to my correct address in **********, **. I feel that there was a "glitch" in Aritzia's system that sent this package to another person, possibly with the same name by mistake and Aritzia is not owning up to this "Glitch". Unfortunately, due to this mistrust that has developed with ******* they will be losing a good paying customer, due to not taking my word for this issue.  I DID NOT type this address into Aritza order form nor would this address in ************** ever pop up on my computer as a correct address since I have no idea who lives at this address Aritzia sent the package to. I have not received my package!! For a customer to take the time to report this to the BBB you should at least take the customer's word and do the right thing of issuing a refund due to goods not received.  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:06/01/2025

  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.

  So I bought a jacket and two sweaters, The sweaters were the same in different sizes to see what would fit. Ibought these online they shipped to me. I tried them on and I needed to return them because they were too big.I was within the timeframe of the return policy. When I initially walked into the store at *************************** in ***********, ************************ I was at the register and associate number 1000 was very rude to me.Tossed my receipt at me and told me all I will get is the store credit.She did not greet me, and I felt like she was Treating me very poorly, I asked to speak with the manager.The associate 1000 would not give me her name so that I can make a formal complaint. The manager walked over and introduced herself asSam.However, that was not her real name which I found out later in the evening.The manager refused to give me the associates name so I can make a formal complaint and I asked for the district manager.The manager refused to give me any information and told me I would have to accept the merchandise credit and not my refund back. I immediately called Aritzia ************************** and spoke with an associate named *** who assisted me filed a complaint for me and put in an email that the store was to give me my full refund back to my original payment my ****************. In the email it directs me to go directly to the store immediately and have them refund my money. Show them the email and have them refund my money. A few minutes later, I walked back inside the store asked for the manager. The same manager who gave me the fake name, *** came to the front. I showed her the email. She took a screenshot of the email then walked over to a phone in the corner turned her back to me and was on the phone for 15 minutes while I stood there. She then told me I would not be getting a refund and told me that it doesnt matter what concierge said and what they put in writing. Shes not gonna honor it. Her real name is ******* ****.

  Customer Answer

  Date: 08/01/2025

  Complaint Details
  So I bought a jacket and two sweaters, The sweaters were the same in different sizes to see what would fit. Ibought these online they shipped to me. I tried them on and I needed to return them because they were too big.I was within the timeframe of the return policy. When I initially walked into the store at *************************** in ***********, ************************ I was at the register and associate number **** was very rude to me and tossed my receipt at me and told me all I will get is the store credit.She did not greet me, and I felt like she was Treating me very poorly, I asked to speak with the manager.The associate **** would not give me her name so that I can make a formal complaint. The manager walked over and introduced herself asSam which I found out later to be ****** *****.  I also found out that the other store managers name is ******* **** .  The manager refused to give me the associates name so I can make a formal complaint and I asked for the district manager.The manager refused to give me any information and told me I would have to accept the merchandise credit and not my refund back. I immediately called Aritzia ************************** and spoke with an associate named *** who assisted me filed a complaint for me and put in an email that the store was to give me my full refund back to my original payment my ****************. In the email it directs me to go directly to the store immediately and have them refund my money. Show them the email and have them refund my money. A few minutes later, I walked back inside the store asked for the manager. The same manager *** came to the front. I showed her the email. She took a screenshot of the email then walked over to a phone in the corner turned her back to me and was on the phone for 15 minutes while I stood there. She then told me I would not be getting a refund and told me that it doesnt matter what concierge said and what they put in writing. Shes not gonna honor it. San the manager in question her supervisor is **********, ********** in ********, ********** just so you know for cross reference. I want everyone to know that this manager is lying about customers to gaslight and create a false inference on why she refuses to refund somebodys legal tender, even when she was commanded to buy companies concierge. She was initially nice to me and when I left the store and made a complaint to concierge about associate ****, she then acted like I was being a problem and told the customer service right in front of me who was telling her to give me the refund on speakerphone that she was not going to refund me because I was being difficult. This was retaliation for me complaining to concierge, and because concierge did not side with her, she refused to follow concierge direction and lied to her district manager about me. She then had a tall man standing at the register watching this situation as if he she was trying to threaten me with him. I looked on yelp and found a similar review and complete about her where she did a similar thing to another customer three months ago. This is completely unacceptable behavior and actually very concerning that customers should not be threatened or stolen from when they walk into your store. Concierge says give me the refund. They should honor it inside. The store not create a false narrative to get her way just because she wanted to one up me, and retaliate against me which is completely illegal.; Associate #**** was not disciplined for her behavior towards me. I was being discriminated against because I am older. I am 52 and I feel like I was being retaliated against by this manager for making a formal complaint to concierge.  I have never been treated like this in store ever. I spoke with concierge who told me she didnt understand why the manager was behaving that way and that they do accommodations for this all the time.  I have no refund no credit And I have to go through my credit card agency to get my money back,  I also had to file a police report for theft since they gave me nothing. I cant believe in my wildest dreams. Aritzia would want managers and associates like this to represent store.  There is a whole string of reviews on this store in Google Yelp customers have similar experiences as me.  Day I still have not received a refund and they have my items with no refund.  They invalidated the gift card.  

  Desired Resolution:  

  1.  Full refund back to my **************** for the full amount.  

   

  Business Response

  Date: 14/01/2025

  Aritzia has opened a case for the client under, 6224287. We take their feedback and experience seriously and have passed this along to the appropriate parties. Under Aritzia's return and exchange policy, sale items can be returned to merchandise credit or exchanged within 14 days of the ship date for online orders. As the client was looking to return their marked down items, the boutique followed our policy and returned the items to merchandise credit. Aritzia Concierge has accommodated a tender swap of their funds from merchandise credit to their original method of payment. Concierge has been notified their was an error while processing their refund, CA59433100 of $528.50 USD and has advised the client to call in to manually process their refund by providing their payment details. Aritzia will await the clients response to process this. 

  Customer Answer

  Date: 18/01/2025

   
  Complaint: 22769587
  
  I am rejecting this response because:

  I finally received a credit but had to be transferred to a cashier to get my credit.  I had to give my credit card information to get my money back.  In your business response you state that I need to provide my credit card information for a refund so your organization never even processed a refund if you claim to not have my credit card information.  Why wouldnt they just have me speak to a cashier to process to begin with?  This is deceptive business practice as I have read multiple complaints where people have been promised a refund and have to call multiple times to get one.  Aritzia is hoping people just give up so the business can keep the merchandise and the refund money.  I had to file a complaint with the BBB, my credit card and the police department just to get my money back. 
  

  Secondly you gaslight my experience with your agents by saying they were following policy but if your policy is to have your associates argue with Aritzia Concierge on a accommodation they made for me based on my terrible and traumatic experience with Associate 1000 and your disgusting manager for that store, then you are setting a standard of customer care that involves a customer witnessing an argument between two of your associates about my refund.  I guarantee that manager was NOT protecting Aritzia and her declination was based on a personal discriminatory and retaliatory attack on me, especially when Aritzia Concierge didnt agree or side with your own manager which is why they argued.  With your response of following company policy it appears that you support the practice of Aritzia to support managers that are unprofessional, toxic and violent.  

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

• Initial Complaint

  Date:30/12/2024

  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 want to share my experience with Aritzia to warn other customers and hold the company accountable for their poor handling of a missing package. I placed an order for a dress worth over $100. I never received the package, and when I reached out to Aritzias customer service team, they failed to provide a solution.I contacted Aritzia as soon as I realized the package hadnt been delivered to my location. I provided evidence, including a delivery photo that clearly showed the package was not at my address. The delivery driver did not come to my front door or ensure the package was handed to me. Despite these facts, Aritzia conducted what they called an internal investigation and determined that the package was successfully delivered.I offered multiple reasonable solutions, including a replacement, a refund, or even store credit, but Aritzia refused to take responsibility. Instead, they essentially accused me of lying about not receiving the package, dismissing my concerns.Whats worse is that after denying my request for a resolution, they stopped responding to my follow-up messages for over a week. This lack of communication is unacceptable for a company that claims to value customer service. I am now left without the dress I paid for, out over $100, and without any resolution from Aritzia.Adding to the frustration, Aritzia has now placed a signature requirement on future orders placed under my account. This seems to indicate they know there was an issue with this delivery. If they truly believed the package had been delivered correctly, why would they make this change? Their actions contradict their claims and suggest an unwillingness to admit ******** a loyal customer who has spent a significant amount of money at Aritzia over the years, I am extremely disappointed in how they handled this situation. Their refusal to acknowledge their mistake or make any effort to resolve the issue shows a complete lack of accountability and respect for their customers.

  Business Response

  Date: 31/12/2024

  Aritzia has completed a thorough investigation in case, 5811638 for the order A3947585. Our internal team has confirmed the proof of delivery matches the address provided by the client on the order and due to this, we will not be proceeding with a refund for this missing package claim as the package was successfully delivered.

• Initial Complaint

  Date:30/12/2024

  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.

  Im reaching out regarding my order placed on December 6, 2024, which totals $215.83 and includes the following items:Butter Limit Zip-Up Butter Essential Jumpsuit Butter Exert Slim Headband According to *****, this package was delivered; however, I never received it. To make matters worse, they forged my signature to falsely confirm the delivery. I have attached the fraudulent signature for your review, as it is neither mine nor anyone I know.I have been repeatedly contacting Aritzia about this issue and have spoken to multiple representatives, but I am still without a resolution. I have consistently requested a refund, but I am being given the runaround with no solution offered.This situation is unacceptable. I paid over $200 for this order and expected better service from Aritzia. I strongly urge you to escalate this matter immediately so that I can receive my refund without further delays. I also recommend that Aritzia address ****** mishandling of customer orders and fraudulent delivery practices to prevent this from happening to others.

  Business Response

  Date: 31/12/2024

  Aritzia has completed a thorough investigation in case, 6020947 for the order A5399099. Our internal team has confirmed the proof of delivery matches the address provided by the client on the order and due to this, we will not be proceeding with a refund for this missing package claim as the package was successfully delivered.

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22739123
  
  I am rejecting this response because:The only proof of delivery is when someone else signed my name which is just first letter and last name ,I have contacted ***** and they said the driver cant located my package and that I should contact the shipper which is Aritizia and I did, ***** even said that they would offer a compensation for my lost package but it only would be to the shipper because of my lost package , I contact ******* and informed them about what ***** said and that all they said was unfortunately they investigated and their internal team said that it was delivered! Did they get a signed signature from me NO! And when I contact them I said so I should pay for an order I did not receive and they said That is correct! They said I should file a police report and I did but this is unacceptable I said over ***************************************************** and that of a rude and inconsiderate employee told me to pay for an order that I did not get! SO no I do not accept this ,PLEASE CONTACT ***** AND ASK WHO SIGNED FOR THE DELIVERY SINCE IT WAS SIGNED FOR!  I have also included a photo of a pervious order I had delivered the the day before when I did not sign for that order, but someone else signed for it ( no one in my household ) but I did get it ,So again PLEASE CONTACT ***** AS THEY ARE RESPONSIBLE FOR FORGING SIGNATURES ,I AM EXTREMELY FRUSTRATED AND DISGUSTED THAT THIS IS HOW YOU HANDLE YOUR CUSTOMERS.
  
  

• Initial Complaint

  Date:30/12/2024

  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 number A4609298 I am contacting In regards with my order, I placed this Order before Black Friday and when I received it, I was missing two hoodies from my order when I contacted Aritzias customer support it took over a week and a half to get a response and when I got a response, they told me that it will take about three days to investigate and they will come with a resolution. I waited for another two weeks with no response despite me following up and this morning, I received an email saying that they will not do anything regarding the order and not refund me So I am hoping the Better Business Bureau can help me sort out this issue with the two missing hoodies from my package Because I have already contacted my bank and about the file a chargeback For the items I did not receive and I will be using this report as proof of the companies refusal to help me

  Customer Answer

  Date: 30/12/2024

  ****** *****

  Business Response

  Date: 31/12/2024

  Aritzia has conducted a thorough internal review into the client's missing item claim under case 5933372 for order A4609298. Since we have obtained proof of delivery from ***** that the weight of the parcel remained the same throughout the shipment process and was successfully delivered, Aritzia is unable to refund the client for this shipment. 

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22736818
  
  I am rejecting this response because: *** taken the companies response and forwarded to my bank and proceeded with a charge back. Its such a shame that A company with such amazing products has such terrible customer service And even despite my extensive order history with them they cant help me with this issue That is not my fault
   
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/01/2025

  Aritzia will not be overturning the decision made in case, 5933372. Through our internal team's thorough investigation, we have found the package weight was consistent throughout shipment and all items were shipped together, delivering to the address on the order, A4609298. Should the client reach out to their bank to dispute their charge,  Aritzia is willing to cooperate and provide any additional information to their financial institution. 

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 22736818
  
  I am rejecting this response because: Ive already proceeded with the charge back the company can send whatever it wants to my financial institution but Ive already forward all the necessary information of the companies refusal to help me and the items that I received in my order I even checked on my orders page on my account for ********************** and it said for the two items that I didnt receive credit adjustment but I never received anything Its so disgusting despite my extensive order history with them and being a loyal customer. Theyre disgusting scummy customer service. Ruin it. With an order issue that wasnt even my fault and they are not taking ownership to it.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:30/12/2024

  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 formal complaint against Aritzia regarding a stolen package issue and the poor handling of the situation by their customer service team.Details of the Transaction: Date of the transaction: November 29, 2024 Amount paid: $915 What was committed to: Aritzia committed to delivering my package via *****. The package was supposed to be delivered securely to my address, but no signature was required at the time of delivery, despite my previous agreement with Aritzia that future packages would require a signature.Nature of the Dispute:The package was stolen after being not even at my doorstep. I promptly contacted Aritzia customer service for a resolution, but they refused to take any responsibility, claiming that the delivery was completed. They also failed to provide a satisfactory solution, despite the clear failure on their part to follow the agreed-upon delivery protocols.Aritzias refusal to provide reimbursement or any resolution, along with their dismissive attitude towards the issue, has left me frustrated and financially out of pocket.Attempts to Resolve the Problem:I have made multiple attempts to resolve this issue directly with Aritzia. However, their customer service has been unhelpful and dismissive. I was told that they would not be overturning their decision, and despite my clear explanation of the previous agreement regarding signature requirements, they have not offered any assistance or reimbursement.I am seeking a full refund for the stolen package and a resolution to this matter.Thank you for your time and assistance in addressing this issue.Sincerely,******** *****

  Business Response

  Date: 31/12/2024

  Aritzia has completed a thorough investigation in case, 5989589 for the order A4932724. Our internal team has confirmed the proof of delivery matches the address on the order and due to this, we will not be proceeding with a refund for this missing package claim as the package was successfully delivered. The client stated the package was stolen from their residence.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22735888
  
  I am rejecting this response because:

  
  I disagree with Aritzias response and stand by my complaint.

  While they claim the package was delivered, they failed to ensure it was done securely.
  1. No Signature Required:
  Aritzia had previously promised that all future deliveries would require a signature, but this $900 package was left without one.
  2. Delivery to an Unsecured Location:
  FedEx left the package in an unsecured area, and I received the delivery notification 1.5 hours later. By the time I checked, the package was gone.
  3. Responsibility:
  Aritzia should ensure their customers receive their orders safely. They failed to do so here, and I shouldnt have to pay for their mistakes.
  

  I have a security camera footage from parking lot, which confirms that package was stolen before delivery notification and FedEx delivery driver running to deliver the package, indicating a rushed and careless approach that left no time to notify me or ensure the packages security.
  

  What I Am Asking For:
  A full refund of $900 for the stolen package.
  Aritzia to take responsibility and improve their delivery policies for future customers.
  
  
  Thank you for your help in resolving this issue.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:30/12/2024

  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 filing a complaint regarding Aritzias failure to deliver my order and their lack of timely resolution. On December 2, 2024, I paid $793.80 for merchandise with expedited shipping. On December 5, 2024, I received an email from Aritzia with tracking information from ***** indicating that my order had been delivered. However, the package was not delivered to my door, no signature was obtained, and the delivery photo provided by ***** did not show my address or the delivery itselfit only displayed a blurry scatter of random boxes and none of them were my order from Aritzia.I contacted Aritzias customer service on December 7, 2024, and they escalated the issue to their Concierge team. On December 13, 2024, I received a response from Aritzia Concierge with case number #*******, promising to provide an update within 35 business days. It has now been over two weeks, and I have received no updates or resolution from Aritzia.I am seeking assistance from the BBB to resolve this matter. Specifically, I am requesting a full refund of $793.80 for the missing order.

  Business Response

  Date: 03/01/2025

  Aritzia has opened a missing package claim under the clients case, 6015785. Through Aritzia's thorough investigation and proof of delivery, the package was delivered successfully to the address submitted on the order. We will not be proceeding with a refund for this order and have added a signature requirement on future orders being delivered to the same address on order, A5274881. Should the client suspect the package was stolen, they'll need to reach out to their local authorities to file a police report. 

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22734632
  
  I am rejecting this response because: The attached file from Aritzia shows the delivery location as "********, **," while my package was supposed to be delivered to "******, **." Additionally, it also shows that there was no signature or clear photo confirming the delivery.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 14/01/2025

  Aritzia will not be overturning the decision made in case, *******. The proof of delivery shows the package was delivered to ******, **, US on December 5th along with the ***** tracking, 431659015354. The initial order had no signature requirement and proof of delivery photo shows the package was delivered inside the clients shipping address. The client is welcome to download the proof of delivery on their end for further details and provide this to their local police department if they choose to file a police report. 

• Initial Complaint

  Date:30/12/2024

  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 ordered a coat from ********. It was delivered by ***** on December 15th to a home that is not mine. I reached out to both companies. Neither was willing to provide customer service and closed the case as it being delivered.

  Business Response

  Date: 31/12/2024

  Aritzia has completed a thorough investigation in case, 6084812 for the order A5576219. Our internal team has confirmed the proof of delivery matches the address provided by the client on the order and due to this, we will not be proceeding with a refund for this missing package claim as the package was successfully delivered.

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22730927
  
  I am rejecting this response because:

  As previously communicated, THE DELIVERY PICTURE IS NOT MY RESIDENCE and the package was NOT DELIVERED TO THE CORRECT ADDRESS. A claim was made with ***** which they have failed to respond to. The internal investigation is a farse. ***** stating the attached picture is the correct address is a falsehood. **************** through ******** is a scam and nonexistent. ***** is notorious for delivering to incorrect address and/or stealing packages. The lack of follow up and resolution is unacceptable. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/01/2025

  Aritzia's internal review in case, 6084812 has found the proof of delivery indicates the package was successfully delivered to their shipping address on this order. We will not be overturning the decision made for their order, A5576219. If the client suspects the package was stolen upon delivery, they'll need to reach out to their local authorities to file a police report. Aritzia is happy to cooperate with the police directly should they need additional information. 

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 22730927
  
  I am rejecting this response because: The package was NOT DELIVERED TO MY ADDRESS. THE DELIVERY PICTURE IS NOT MY RESIDENCE. I will file a police report with the local authorities for theft by ***** and will continue to recind funds towards the purchase.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:23/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items from Aritzia roughly 2300 worth. Many of the sizes didnt fit right so I promptly returned most items and kept one. Ive done this before and often do a full return or exchange with no issues. However this time its been weeks and *** only received store credit for a few of the remaining items. I contacted them requesting that amount be refunded to my credit card, like it always has been and that they reimburse me in full (Im missing still almost 1000 dollars in reimbursement. Turns out they snuck a policy on their site stating items that have even a slight discount can only be refunded through store credit. Not only did they not notify their customers of the policy change, but nowhere is it clear on the checkout process. Not to mention, I contacted Aritzia almost a week ago and finally today submitted a dispute from my credit card company because I was never reimbursed by Aritzia. Only once I filed that dispute did Aritzia care to respond to my email. In that email they notified me about their sneaky little policy change and suggested I might want some holiday sweaters. Their trying to pull the wool over the eyes of innocent customers who have shopped at ********************** many times (including during the holiday season) without ever coming across an issue such as this one

  Business Response

  Date: 26/12/2024

  Aritzia's return and exchange policy states on our website that discounted items are eligible to be returned for merchandise credit or can be exchanged within 14 days of the ship date. Any items discounted more than 50% will be final sale. That said, we have offered the client to swap their funds from their gift card to their credit card in case, 6076854. We will process this once the client has replied back to our email.

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22716062
  
  I am rejecting this response because: they only offered to swap roughly 900 dollars of the gift card. There are still over 1000 dollars of items I returned where Ive received no refund.
  

  im requesting the Full refund of all products I returned back on the original payment method. Thats $2028.74

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

  Business Response

  Date: 31/12/2024

  The client's case with Concierge denotes both returns RA49611960 and RA49611961 were processed onto a merchandise credit based on Aritzia's regular return and exchange policy. Both return numbers have been noted as we have offered to devalue the gift cards and process a refund onto the client's original method of payment, also known as a tender swap, outside of our return and exchange policies. Our last communication with the client advised that the client will need to be reached by phone for their financial security to securely proceed. A case number was provided to the client to reference. 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22716062
  
  I am rejecting this response because: As noted in the previous email, I returned 6 coats for a total return of 2028.74, but was only provided a return of ~990. 

  I responded to their message that completing the tender swap for the 990 (returning that amount to my credit card) is a viable next step. However their response does not indicate full resolution of the issue. I am expecting a total return of 2028.74, not just the ~990. 

  They said they're continuing to investigate it, however it's been a few weeks since I made the complete return and their policies state that the returns will be processed within *10 days*. Furthermore, they addressed me by the wrong name 2x in their response to me, which adds to a terrible customer experience and doesn't instill any confidence that they'll resolve the issue fully and swiftly. 

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

  Business Response

  Date: 14/01/2025

  Aritzia has processed two returns, RA49611962 for $1034.66 back to their original method of payment and RA49611960 for $990.47 to an electronic gift card. Our Concierge Team offered a swap of funds for RA49611960 but the client has now filed a chargeback with their bank. As the client has proceeded with next steps with their bank and has been refunded, Aritzia is unable to swap the funds. The return, RA49611962 is still in processing and will take between 7-10 business days to reflect on their bank institution. 

  Customer Answer

  Date: 17/01/2025

   
  Complaint: 22716062
  

  I'd like to clarify that it wasn't a bank charge back, but rather Aritiza did complete the full reimbursement on December 6th 2024. 

  I have sent they following request to the company and have not received response from them: 

  "Thank you for finally resolving the return of my order and reimbursing the full amount back to my card. I appreciate you taking the time to correct this issue.
  
  While I'm relieved this is resolved, I'd like to express that the process was quite frustrating and time-consuming. To help compensate for the inconvenience, I'd like to keep the gift card that was offered. I hope this can serve as a gesture of goodwill for the troubles I experienced.
  
  I've been a loyal customer of ********************** for some time now, and I value the products Aritzia offers. I hope this situation was an isolated incident and that future interactions will be smoother.
  
  Thank you for your understanding." 

  I will consider this complaint resolved upon acknowledgement of this note.