Business Profile

Clothing

Aritzia LP

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Complaints

This profile includes complaints for Aritzia LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

178 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

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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: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.
Initial Complaint
Date:20/12/2024
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.
Date of transaction: November 27, 2024 Delivery Date: November 30th My package was stolen and I contacted aritzia customer service as soon as allowed per their policy to wait 24 hours. Now 3 weeks later of waiting, Im being told theyre not willing to do anything to assist their customer who is out $106.79. I think this is unjust and doesnt fit their business values, specifically including Integrity and Good Judgement. Why would the hardship fall on me, the paying customer. I was patient and waited longer than I was told I would need to, and called me by the wrong name.
Business Response
Date: 26/12/2024
Aritzia has completed a thorough investigation in case, 5948026 for the order A4720168. 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 front porch and we have let them know the next steps would be to reach out to their local police department if they suspect theft.
Customer Answer
Date: 30/12/2024

Complaint: 22714902

I am rejecting this response because:
I asked if I would get my package reshipped to me if I filed a police report and was still told no. Theres no video surveillance as its a rental property and I cannot have cameras. Ive asked neighbours if they have cameras that face my direction and was told no. Theres nothing further police will be able to do. Its illegal to make a false police report but somehow filing one is still not enough to show I deserve my package.
How does this meet aritzias values, specifically integrity and good judgement

Sincerely,

******* ******
Business Response
Date: 04/01/2025
Aritzia has informed the client in case, 5948026 that if they suspect theft to reach out to their local authorities to file a police report. We will not be overturning this decision based on the proof of delivery that shows the package has been successfully delivered to the address on the order. Aritzia's internal team is happy to cooperate and provide any additional information to their local authorities directly if a police report is filed for theft.
Customer Answer
Date: 06/01/2025

Complaint: 22714902

I am rejecting this response because:
If I complete a police report will my items be reshipped? Even if an arrest is not made (as theres no video surveillance)?
Sincerely,

******* ******
Initial Complaint
Date:19/12/2024
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.
Ordered on 11/27/24Package was received. I ordered a scarf and gloves. Only the scarf was in the box. I have tried over and over and over to get in touch with a live person with no luck. I sent over 10 emails and text chats to Aritizia with emails back saying someone would be in touch with me. I am still waiting for the email or call. This item was paid for and was a gift. I would like a full refund ASAP. ***************** company to do business with.
Customer Answer
Date: 31/12/2024
Id like a refund.
Business Response
Date: 04/01/2025
Aritzia has opened a thorough internal review under case, 5989354. The client has now been refunded $30.40 back to their original method of payment for their missing item in order, A4737023. Please allow 7-10 business days for this refund to process. This has been communicated to the client via email on 01/04/2025.
Customer Answer
Date: 15/01/2025

Complaint: 22708049

I am rejecting this response because: I still have not received a refund even though they said it was sent!

Sincerely,

**** ***********
Business Response
Date: 21/01/2025
The client followed up on 01/20/25 advising they had not received their refund. Concierge followed up the same day apologizing for the delay and informed the customer that the refund was re-processed under credit memo #CA47370231 for $30.40 back to their ****** account and would be visible in 2-5 business days depending on their financial institution.
Initial Complaint
Date:18/12/2024
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 am writing regarding my order, ORD1303021003307, placed on November 29. According to the shipping terms, I was expecting to receive the order within three business days. However, the tracking information provided shows that the package was shipped to an incorrect address. The house referenced in the tracking details does not correspond to our lot number.We have made efforts to locate the package by checking the neighborhood and even visiting the house in question, but it appears to be empty, and we were unable to find the package.On December 2, a customer service representative created a claim for this issue. However, I have yet to receive any updates or resolution. Given the significant delay in addressing this matter, I am requesting a full refund for the item, along with compensation for the delay in response to my claim. The total order amount was $85 plus 13% HST.I would appreciate your assitance attention to this issue and a resolution.Thank you for your assistance.
Business Response
Date: 26/12/2024
Aritzia has completed a thorough review for this order, ORD1303021003307 under case 5994537. Aritzia has now refunded the client for $86.45 back to their original method of payment which was a gift card. Their new gift card details have been sent to them via email and the funds are available to use.
Initial Complaint
Date:18/12/2024
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 file a complaint against Aritzia regarding an online order (ORD9802027001835) I placed on 11/30 that I did not receive. Despite reaching out to both Aritzia and the shipping carrier multiple times over the last 11 days, I have not been able to get any resolution or assistance regarding the status of my order. My package was marked as delivered on 12/6 at 1:32 PM in which I checked my front door minutes after delivery to find packages from other shipping carriers, yet not my Aritzia package. This led me to open a claim with the shipping carrier and immediately email Aritzia. After multiple attempts to communicate with the shipping carriers customer service and also a driver of the company from 12/6 to 12/9, I could not get an answer to where my package was truly delivered and was redirected to contact Aritzia regarding the matter. The shipping carrier did not provide a delivery confirmation photo nor provide me with GPS tracking of the delivery. This led me to call Aritzia on 12/9 as I had still not received an email back from them. I was told a case would be opened (*******) and Id hear back within 3 business days about the investigation with the shipping carrier. I followed up on 12/11 via phone to be told it hadnt been looked at yet and will need to extend it to 5 business days, that I will hear back by 12/16 and usually a replacement or refund is issued in these situations. I did not hear back and called again on 12/17 to follow up and was told it still had not been looked into after 6 business days and Id receive an email by end of day, which I of course did not. While I do not wish to escalate this issue by disputing the charge through my credit card company, I have no other option unless this gets resolved immediately. I have been a customer of ********************** for years and I am surprised at the lack of transparency and support Im experiencing. I hope this complaint will prompt Aritzia to resolve this.
Business Response
Date: 26/12/2024
A missing package claim has been opened for this order in case, 6026467. Our internal team is currently working on a higher volume of inquiries and appreciate our clients patience. We've escalated this case for a quicker response and the client can expect an update within the next 1-3 business days. Aritzia will keep the client updated in the meantime.
Initial Complaint
Date:16/12/2024
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 purchased the COZY FLEECE MEGA STRAIGHT SWEATPANT Item no: ****** on 12/12/2024. Yesterday I received the wrong item, I called the customer service right away. I sent over the photos of the wrong items and the I was told to ship it back. Which I had no problem of sending it back, but the item I originally purchased was out of stock. There is another similar item available, but it wasnt on sale. The representative I was talking to checked with her supervisor to see if they can replace it. But I was told they can accommodate the request. I am very disappointing by the service they provided. It was not my fault at all, I received the wrong item. And they couldnt do anything to fix the mistake.
Business Response
Date: 17/12/2024
The client placed Order A5564056 for the Cozy Fleece Mega Cargo Sweatpant (item #******) in Black/Modern Taupe. The client received the wrong item and informed the **************** team via email. The team immediately set up the client for a return as the resolution. The refund was issued immediately under credit memo #CA55640560, and the client was advised they would receive it within 2-5 business days. A return label was provided via email to the client to send back the wrong item received, and the client did not respond to our last email requesting for any additional support. The case has been resolved and is now closed.
Customer Answer
Date: 17/12/2024

Complaint: 22689838

I am rejecting this response because:

Sincerely,

******** ****
Initial Complaint
Date:10/12/2024
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.
On November 29, 2024, I placed an order for a Teddy **** worth $359.50 USD through Aritzia's website. The payment was made using my *************** account ending in 3311. The order was expected to arrive within a few business days.However, when I received the delivery confirmation email and went to retrieve the package, it was not there. I thoroughly searched the area and confirmed that no one else had collected the package.I contacted Aritzias customer service team immediately to report the issue. They informed me that they would investigate with *****, the shipping provider. A few days later, I was told that ****** system showed the package as delivered and that Aritzia would not issue a refund or replacement.Despite further attempts to explain that I never received the package, Aritzia refused to resolve the issue. I believe it is unfair that I am being held responsible for a package I did not receive. As a customer, I fulfilled my obligation by paying for the order, and I believe it is the company's responsibility to ensure successful delivery.I kindly request your assistance in resolving this matter. I would like Aritzia to either issue a refund or send a replacement for the Teddy ****.Thank you for your time and support. I look forward to your response.
Business Response
Date: 17/12/2024
The client reached out to advise their package was marked as delivered but was not received at the address on their order. Our customer service team captured the information from the client and escalated the case to our internal partners to investigate the missing package claim. Our Internal team advised that the package was delivered to the correct address and the proof of delivery associated with the tracking number 429330491485 indicated the package was signed for. For this reason, our internal partners determined the package was received, and to ensure all future orders are ensured delivery a signature requirement clause was applied to the clients file.
Customer Answer
Date: 18/12/2024

Complaint: ********

I am rejecting this response because:
I am providing additional evidence to support my complaint against Aritzia (Complaint #********). Aritzia has informed me that they contacted *****, who claimed the parcel was delivered and included my signature. However, upon reviewing *****s logistics information, I found several discrepancies that contradict this claim:

Delivery Photo Issue: The initial delivery photo provided by ***** is extremely blurry and does not clearly show any package that could be identified as mine or evidence of my signature.

No Delivery Notification or Request for Signature: I never received any logistics notification from *****, nor was I asked to provide a signature at delivery. I have never signed for this package, and if a signature exists, it is likely falsified.

Official ***** Tracking Information: I downloaded the *** version of the tracking information from *****'s official website, which explicitly states "No Signature Required." This further invalidates any claims that a signature was provided for this package.

All relevant evidence, including the delivery photo, tracking details, and *** records, are attached for your review. I believe these discrepancies demonstrate a failure to ensure proper delivery of the parcel and support my request for a resolution, either through a refund or a replacement.
Thank you for your time and attention to this matter. I look forward to your assistance in resolving this issue.

Sincerely,

****** *****
Business Response
Date: 26/12/2024
Aritzia has gone through a thorough internal investigation and identified the package was signed for at delivery. Along with this, the proof of delivery shows the package was delivered to the address on the order. Aritzia will not be overturning this decision based on the information found in case, 5901889 and there is no further action required.
Customer Answer
Date: 31/12/2024

Complaint: ********

I am rejecting this response because:
Dear ******** *******,
Thank you for your follow-up regarding my complaint against Aritzia (Complaint #********). After reviewing Aritzia's response, I must reiterate that I find their explanation unsatisfactory for the following reasons:
Signature Verification: Aritzia claims the package was signed for upon delivery. However, I have never signed for this package, nor have I seen any evidence of my signature on any document. If Aritzia is basing their decision on the existence of a signature, I request that they provide the alleged signature for verification and confirm its authenticity by matching it against my handwriting.
Proof of Delivery Issues: The delivery photo provided by ***** is of extremely poor quality and fails to clearly show a package matching the description of my order or any credible evidence of delivery.
Tracking Information Discrepancy: The official ***** tracking information explicitly states No Signature Required. This directly contradicts Aritzias assertion that the package was signed for.
Lack of Notification: I never received any logistics notification from ***** or Aritzia requesting my presence or signature at delivery.
I have provided substantial evidence, including *****'s official tracking information, delivery photo, and associated details, all of which raise significant questions about the validity of the delivery claim. I urge Aritzia to review this evidence again and reconsider their position.
As a resolution, I kindly request one of the following actions:
A full refund for the undelivered package, or
A replacement order sent to me via a reliable delivery service with appropriate precautions.
Thank you for your time and assistance in this matter. I look forward to your further support in resolving this issue.

Sincerely,

****** *****
Business Response
Date: 04/01/2025
Aritzia's internal team has completed a thorough investigation for the clients order, A4439908 in case 5901889. We will not be overturning this decision based on the proof of delivery showing the package was successfully delivered and signed for at the address submitted on the order. Should the client suspect the package was stolen, we recommend reaching out to their local authorities to assist them with opening a police report.
Customer Answer
Date: 12/01/2025

Complaint: 22663887

I am rejecting this response because:

Sincerely,

****** *****

Dear ******** *******,
Thank you for providing Aritzia LPs response regarding my complaint. However, I am not satisfied with their explanation, and I would like to further address this matter.
Aritzia has stated that the package associated with order A4439908 was successfully delivered and signed for at my address. However, I have not received the package, nor have I personally signed for it. If Aritzia's investigation confirms a signed proof of delivery, I request that they provide a copy of the signature. I have repeatedly asked for this evidence, yet the company has avoided addressing this critical request.
Without concrete proof showing my personal signature, it is unreasonable for Aritzia to insist that the package was delivered to me. The absence of this evidence raises serious questions about the validity of their claim. Additionally, their suggestion to file a police report assumes theft, which has not been substantiated by the facts presented.
I urge Aritzia to re-evaluate their position and provide the requested proof of delivery, including the signature, to support their claim. Until this is resolved, I cannot accept their response as satisfactory.
Thank you for your assistance in facilitating a fair resolution to this matter.
Best regards,
****** *****
********************************************************************************
***************
*********************
Initial Complaint
Date:09/12/2024
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 ordered a coat for in-store pickup on their website and checked out via Afterpay. Afterpay always takes out the first payment right away. Well, I got an email from Artizia the next day that they have canceled my order. Its now been eight days and it has not been reflected on my Afterpay account anymore. Ive reached out to ******* and they said to contact Afterpay, which I did and Afterpay said they were waiting on their cancellation confirmation. Its just been going around in circles because Artezia never sent afterpay the cancellation confirmation so they are still trying to take payments out of my account. Such a nightmare. I will never purchase from them again.
Business Response
Date: 17/12/2024
Client placed Order A4756189 with Afterpay, and was cancelled a few days later due to the item being unfulfillable. The client reached out to the **************** team via email advising they are still scheduled for Installments with Afterpay despite their order being cancelled. **************** informed the client that the order total is pre-authorized to Afterpay, and pre-authorization would reverse. Therefore, Afterpay would refund them for any completed installments. The client followed up with our social media team, and they validated the Afterpay Portal offline to understand if any settlements were completed and outstanding to refund. Upon validating the Afterpay Portal we found that we captured $0.00 from Afterpay and there were no settlements completed to Afterpay. Please see the attached.

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Aritzia LP is NOT a BBB Accredited Business.