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.
92 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:24/09/2024
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.
Placed an order [Order #: A2857347] on Aug 24, 2024 for 3 pants called THE EFFORTLESS PANT and one of the pants were sent in a wrong size. I returned all the 3 pants on 9/2/24 using Aritzia generated return label and received refund for 2 pants on 9/10/24 but missing the refund for the one that was sent in a wrong size. Despite contacting the customer service 4x I am still kept pending
Business Response
Date: 01/10/2024
Upon reviewing the refund details for your order A2857347, a refund was initially issued for two out of the three pairs of Effortless Pants on September 2nd, totaling $296.00. The refund was processed under return number RA28573470 and credited to your ****** account associated with the email ************************* A refund for the third pair of Effortless Pants was processed on September 21st under return number CA28573470, amounting to $148, and also credited to your ****** account associated with the email *********************************
Customer Answer
Date: 01/10/2024

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:19/09/2024
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 am writing to file a complaint against Aritzia regarding an online order (No. A3093872) I placed on 9/9/2024, which I have yet to receive. Despite reaching out to both Aritzia and the shipping carrier, I have not been able to get any resolution or assistance regarding the status of my order.The shipping carrier provided a delivery confirmation photo, but the image is unrecognizable to both myself and the mailroom manager of my apartment building. The location in the photo is unfamiliar, raising further concern about the deliverys accuracy. I have contacted the carrier, but they continue to redirect me to Aritzia's customer support team, who has been unwilling or unable to provide any helpful information. I have tried to resolve this matter directly with the company, but unfortunately, no progress has been made.While I do not wish to escalate this issue by disputing the charge through my credit card company, I may have no other option if the matter is not resolved soon. I have made in-person purchases from Aritzia before, and I am genuinely shocked by the lack of support and transparency I am experiencing with this online transaction.I hope this complaint will prompt Aritzia to take the necessary action to resolve the issue.Thank you for your time and attention.
Customer Answer
Date: 19/09/2024
I am writing to clarify my concern regarding Aritzias customer service. I placed an order that has yet to arrive, and despite multiple attempts to contact Aritzia's customer service team, they have been unhelpful and unwilling to assist me in resolving the issue. I have not received satisfactory updates or solutions regarding the delay of my order, and their lack of support has been frustrating as a loyal customer. I request immediate action to resolve this matter and ensure the arrival of my order.
Customer Answer
Date: 19/09/2024
Full Name: ***** So
Business Response
Date: 24/09/2024
Thank you for bringing this to our attention. Aritzia has opened a thorough investigation under case 5660229 and confirmed all items in this order were delivered to the correct address. At this time, we will be upholding the decision to not proceed with a refund and have let the client know next steps.
Customer Answer
Date: 24/09/2024

Complaint: 22306282

I am rejecting this response because:

I am writing to express my deep frustration and dissatisfaction with Aritzia regarding a missing order that I have not been refunded for. As a frequent customer who regularly shops in-store, I expected better service, but my experience with Aritzia's customer support has been extremely disappointing.
I placed an order that I never received, and after contacting both phone support and chat support, I received conflicting information. Over the phone, a representative assured me that a refund would be issued for the missing order. However, when I followed up with chat support, I was told that a refund would not be provided. These mixed messages have left me confused and frustrated, as I am unsure who to believe or what the actual resolution will be.
As a loyal customer who enjoys shopping at ********************** stores, I am appalled at the lack of consistency and communication between customer service channels. It is unacceptable that after all this time, I am still waiting for a refund on an order that never arrived.
I request that Aritzia promptly refund me for my missing order and improve communication between their customer support teams to prevent this type of confusion and frustration in the future.
Thank you for your attention to this matter. I hope to see this issue resolved as soon as possible.

Sincerely,

***** So
Initial Complaint
Date:22/08/2024
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 did not receive my order and I paid priority for it to be received in 2 days it is now past a week and I still have not received my order! I was told the signature on it was from ***************** by Aritzia and now they have said its been delivered my tracking number has been opened 3 times as it has not been able to deliver to me and now Aritzia does not want to refund me even though I have not received my order and said they will not open up another investigation!!
Customer Answer
Date: 22/08/2024
I did not receive my order and I paid priority for it to be received in 2 days it is now past a week and I still have not received my order! I was told the signature on it was from ***************** by Aritzia and now they have said its been delivered my tracking number has been opened 3 times as it has not been able to deliver to me and now Aritzia does not want to refund me even though I have not received my order and said they will not open up another investigation!!
Customer Answer
Date: 22/08/2024
I did not receive my order and I paid priority for it to be received in 2 days it is now past a week and I still have not received my order! I was told the signature on it was from ***************** by Aritzia and now they have said its been delivered my tracking number has been opened 3 times as it has not been able to deliver to me and now Aritzia does not want to refund me even though I have not received my order and said they will not open up another investigation!!
Customer Answer
Date: 22/08/2024
I did not receive my order and I paid priority for it to be received in 2 days it is now past a week and I still have not received my order! I was told the signature on it was from ***************** by Aritzia and now they have said its been delivered my tracking number has been opened 3 times as it has not been able to deliver to me and now Aritzia does not want to refund me even though I have not received my order and said they will not open up another investigation!!
Customer Answer
Date: 22/08/2024
Klive Hoarau
Business Response
Date: 06/09/2024
We have found through our thorough investigation for the missing package claim on order A2514428, that the package was successfully delivered on August 15th to the address entered on the order. At this time, no refund has been provided due to this and the decision will be upheld by our team as stated to the client.
Customer Answer
Date: 09/09/2024

Complaint: 22177821

I am rejecting this response because:
I did not receive it they stole my money! They have told me the signature is from the shipping company and that the shipping company still has my package! As well I spoke to another person online and they told me they refunded me but no refund was made.. they have stole my money and I have not received my order!

Sincerely,

Klive Hoarau
Initial Complaint
Date:08/08/2024
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.
On July 15 I bought a shirt for ***** CAD (including shipping), and on July 17 I received an email that confirmed the package was delivered to my address. They didn't take a picture to confirm it was delivered, and a family member take out the packages from the entrance and it wasn't there. I open a dispute on Aritzia the last week of July, to say that the package hadn't arrive but they told me it was delivered and if it was stollen it wasn't their problem. My house has a mail box in the entrance (you can see it in the picture) so they could put the package in there instead of just let it in the entrance (if they actually did it because there is no proof), so not anyone could take it. The case got close and they didn't answer my complain and didn't do anything about it. Until today I don't have a solution to my problem.
Business Response
Date: 13/08/2024
Thank you for bringing this to our attention. A thorough internal review has been completed and based on the information gathered, we do plan on upholding the decision to not proceed with reimbursement. The client has been advised to open a police reports for stolen goods and that a signature requirement has been added for future orders to ensure secure delivery.
Customer Answer
Date: 19/08/2024

Complaint: 22101296

I am rejecting this response because it does not resolve my issue. While I will file a police report as suggested, it remains the company's responsibility to ensure the correct delivery of my package. Filing a police report does not compensate for the money I spent, nor does it address the inconvenience caused by this situation.
I kindly request a resolution that adequately addresses my concerns and compensates for the loss.
Sincerely,

***********************************
Initial Complaint
Date:22/07/2024
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 bought two dresses that are the same style and size, but different colours. One colour went on sale last week and my account was credited back. The other one went on sale this week, and they will only offer me a gift card which I do not want. The dresses are the same except colour. The amount is less than 10 USD. They have no official policy regarding price adjustments but are clearly capable and able to offer credit back but are refusing.
Business Response
Date: 31/07/2024
Thank you for bringing this to our attention. We can see our Concierge Team assisted with a price adjustment on July 22nd back to the clients original method of payment for $8.80. This may take 3-5 business days to process. We appreciate the feedback and the opportunity to continuously improve our service.
Customer Answer
Date: 31/07/2024

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:22/07/2024
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 placed an order on aritzia.com but did not like the fit of the items. I initiated a return on the website and was provided a return mailing label. I sent back the two items in the order but was only refunded for one item. I called customer service on 7/11/2024 and was told that sometimes items are separated in the warehouse and that I would have to wait until 7/20/20 to call back if the item still had not been refunded. I called back on 7/20/2024 and spoke to a supervisor named ****** who told me there was nothing that she could do. This is ridiculous. I purchased and paid for the items in good faith and returned the items in good faith. There were two items in the box that was returned and I need to be refunded for both items. Please process the refund for the item Babaton Archive Shirt in size 2xs small color classic light blue. If you do not provide the refund, I will dispute the charge with the back. You should be ashamed of yourselves for attempting to fraud your loyal customers.
Business Response
Date: 25/07/2024
Client returned two items from the same order in the same box and only received a refunded for one. Client reached out on July 11th and was advised to wait out the duration of the return timeline (7-10 business days. Client followed on July 20th advising of their missing refund, and was informed that their case would be escalated to the appropriate internal team to provide a resolution. The client spoke with a manager and was assisted in a return missing package claim. The client was advised on July 25th that a credit has been issued to their credit card for $81.83 and will be reflected within 7-10 business days.
Customer Answer
Date: 01/08/2024

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.
However, I must point out that the business did not resolve the matter at hand as stated. Rather than issuing my credit card a refund, they issued me a gift card that must be used towards the purchase of more merchandise from their store. It would have been more appropriate to honor the resolution offered and refund my credit card.

Sincerely,

*****************************
Initial Complaint
Date:12/07/2024
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.
Ive ordered pants from the Aritzia online store, and they should be delivered on July 1st. Due to ******* delivery to the wrong location, my package was missing. I've reported the issue to Aritizia customer service, but I've been waiting for ************************************* resolution. During this period, I've tried too many times to contact their online customer service, but they emphasized that my urging led to the delay of my case. I hope my concerns can be properly resolved ASAP instead of being perfunctory over and over again.
Business Response
Date: 22/07/2024
Thank you for bringing this to our attention. A thorough internal review was completed and based on the information gathered, a reimbursement was provided to the client on July 17, 2024 for $120.85. This has also been communicated to the client by email as confirmation sharing it may take 3-5 business days to appear on their statement.
Initial Complaint
Date:09/07/2024
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 July 6th at 12:28pm I received a gift card from Aritzia ( ******* location) in the amount of $155.25 for an item I was told I was not eligible for a refund on. ( apparently sale items less than 50% off do not qualify for a refund, though the receipt does not stipulate this).At 5:30pm I attempted to use the gift card online once I was home and it said there was a $0 balance on the gift card.I was told by the Halifax store location to contact customer support.Customer Support, after contacting the Halifax store, called me back to tell me the gift card had been used in-store in ******* ******* (a different province). And because of that, they would not be giving me my money back. I keep being told that internal investigations will look into it and get back to me, but I keep getting emails from different general customer service agents telling me they won't give me my money back. Unsure if they have an internal fraud department or if I'm just being lied to.No one will tell me how a gift card can be used in-store without a customer having a physical card with me. At that, I was the only person with the *** number ( which you need in order to use the card online) of the card because I scratched it off myself moments before trying to make my online purchase. If you can use a gift card by just giving a card number in store without a pin number, then that makes any gift card from Aritzia unsafe because anyone who works there, would be able to use any of the card numbers. The card number prints out on the receipt so if they can input it without a ***, they know it's active and can then use it.I was told it is my responsibility to keep my gift card safe. Which offended me. My gift card was with me the entirety of the 4 hours I had it. It's ARITZIAS job to ensure the safety and security of their cards for consumers.It sounds potentially like there is some sort of internal fraud going on that they seem to be supporting or overlooking.
Business Response
Date: 22/07/2024
We're sorry to hear of this experience and appreciate it being brought to our attention. A thorough internal review was completed relating to the gift card usage and based on the information gathered and our Gift Card Terms & Conditions, we do plan on upholding the decision to not proceed with reissuance. Please trust that this feedback is highly valued and it's been shared with the appropriate teams.
Customer Answer
Date: 23/07/2024

Complaint: 21964600

I am rejecting this response because:
Your business should not be allowed to steal from me.
If a secure gift card was issued to me in 1 province, unless internal fraud was involved, theres no possible way it should/could have been used in a different province only hours after issuance.
You have only stated that a thorough investigation was completed yet I was told no fraud department had been contact and to that, I was provided no details of your findings. Most likely because there were no findings. Your gift cards with consumers money on them are not secure or protected otherwise this would not have happened to me.
You have stolen from me and it's a disgrace and I will continue to speak out against Aritzia so that people are aware you do not care about your consumer.

Sincerely,

*********************
Initial Complaint
Date:03/07/2024
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The date of this transaction was May 20, 2024. It is currently July 2, 2024. I ordered two pairs of shoes from Aritzia online. I ordered ****** Gazelle Indoors, and Salmon XT-6. None of these products were successfully delivered to me, although Aritzia claims theyve shipped and delivered to my address. This isnt true. I havent gotten my package. When I followed up with Aritzia, they pretty much refused to assist me in any way after their team tried to look into it. This is not the world class service they claim to have. I dont think they reached out to the courier, they didnt put a signature requirement on my package, and there was no photo confirmation of my delivery. Im honestly disgusted and exhausted of dealing with them, and my last resort will have to be the bank. These items were supposed to be delivered to ***********************************************************. They got put into the communal mailbox. I think they mustve gotten put into someone elses mailbox, because I do not have them. The date of delivery was May 23, 2024. I have not seen or heard a thing regarding this packages location since. These items are sentimental and valuable to me - but to a multi national and multi million dollar company like Aritzia? I cannot wrap my mind around why they arent able to help me! Ive shopped numerous times from them, and adore their products - but their customer service and morals have fallen horribly short. I am so disappointed that they are allowed to do business like this in ******. Selling a customer $445 worth of product, but not ensuring it gets to them, or providing any type of REAL SUPPORT.
Initial Complaint
Date:02/07/2024
Type:Billing 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 returned an item on June 1 in store and I received a physical gift card. I decided to use my gift card on a purchase last week and the balance I found is now 0. I have never used the gift card or lost the physical gift card and it was tucked deep inside my wallet. I contacted support they mentioned someone had used it for a purchase in store. I contacted support for help on this case and they will not refund the gift card and put the blame on me for the loss of the gift card balance. The card number is not protected on the card or on the receipt so any one that has seen the card prior to it being issued to me could have used it for the purchase. I also never lost the physical gift card and I didnt even scratch off the pin prior to checking the balance. Therefore I suspected it was an internal issue and Aritzia refused to refund the gift card and provide any evidence on how the investigation on their end was done.
Business Response
Date: 03/07/2024
We're sorry to hear of this experience and appreciate it being brought to our attention. A thorough internal review was completed relating to the gift card usage and based on the information gathered and our Gift Card Terms &
Conditions, we do plan on upholding the decision to not proceed with reissuance. During this review, we confirmed there was no mishandling of the card details internally. Please trust that this feedback is highly valued and it's been shared with the appropriate teams.
Customer Answer
Date: 03/07/2024

Complaint: 21922009

I am rejecting this response because:
Aritzia did not address my concerns. The gift card number would have only been visible to me or an Aritzia employee, I did not share this information with anyone else.
Aritzia does not protect the consumer as the only way to issue a refund was through a gift card and the gift card number is not protected on the card or on the receipt

Sincerely,

*************

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Aritzia LP is NOT a BBB Accredited Business.