Complaints

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/6/2022 An employee at the Boston Prudential Location advised me not to try on the clothes as the line was long that their return policy was “awesome”, I emphasized my concern about these clothes and was never advised further on the return process. *** ** *** ****** ******** *** ******* *** ****** ***** **** ** **** ** *** ******** **** ******* **** **** ** ************* **** ****** **** *** When I attempted to return the clothes ***** ********** **** ***** I was told to call the concierge line because the tags were removed on 7/1/2022. I was told they would make an exception for me to return the clothes without any of the tags. The manager ************ asked me to leave and they wouldn’t accept my return. All of the items are in perfect condition, I was told to send photos in so I did. Then I was told they would no longer accept the return. I am so frustrated because I made it very clear all the tags were off more than once and as long as the items weren’t worn they would accept the return. Communication between concierge and store seemed disjointed and I was treated like I wasn’t just told to go back in and like I was trying to make them return the items when I was only following instructions. I took hours out of my day being on the phone and emailing all to be told only one shirt could be returned. I feel like they misrepresented the return process to me initially one specific employee upon purchase. Had I been aware of the policy I wouldn’t have removed the tags. Why was I asked to send photos in of everything just to be told no because the inner tags were missing when I was saying that all along? One hat had a stain on it from my makeup from trying it on. None but one are in “original condition” yet multiple times I was told it would be possible to make an exception, considering how much I spent I’m shocked and disappointed and feel like I’ve been lied to multiple times. *********** *********

  Business response

  11/07/2022

  We're sorry to hear about ****** recent experience and apologize if there may have been any confusion. Our Return and Exchange Policy requires that all items have the original tags attached — this includes the interior care labels as this is necessary to resell any merchandise. Our policy is stated on the back of the receipt provided at the time of purchase and on our website. At the items did not meet the conditions, we're unable to accept the product back for a refund. 

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was told verbally multiple times that these items could be returned in phone call conversations more than once and than an exception was being made due to the employee in the store misinforming me 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered over 900$ worth of Aritzia clothing, and was notified that it had delivered to my family's address as I had used this address in the shipping information on accident. My family had not seen the package so I reported it missing, as it contained a high value of items. Days later, the package showed up (perhaps delivered first to a neighbor) and I was able to try on my items. I decided to keep 200$ worth of items and since it was so close to the last day for a refund instead of store credit, I brought the package in to my local Aritzia to return it. I informed them of the items i was keeping vs. returning and they used the return shipping label to ship it out for me. This was JUNE 13th. The Tracking number on the return assures that the packaged arrived at the Aritzia warehouse on JUNE 16th. (***** ********* **** **** ****) A week later I had not received my refund so I contacted Aritzia customer support where they told me to wait until the 10th business day for the refund to come through. I then called again as I had not received it and they informed me that they had opened up an investigation and that the risk department would contact me by email. Over a week later, they still had not contacted me. I had tried to place another order in the meantime, but it was cancelled without warning due to a ban that this incident placed on my account of which I was never made aware. After not receiving the email, I called once again and I was informed that they did not email me because there was an item missing from the return package (the item I told the Aritzia employees I was keeping.) I would like to receive compensation for the items I returned, and as it is now July 9th, I would like to be compensated for my time and effort to resolve this matter. Order Conf. Number: ******** Dated of order: May 30 2022 Date of return: June 13 2022

  Customer response

  11/07/2022

  I would like a refund.

  Business response

  11/07/2022

  We're so sorry to hear about ******** experience with her recent order. Upon looking into this further, I can confirm that she has been refunded for all items, with the exception of the ****** **** ***** ***** **** that she indicated she was keeping. She can anticipate to see a refund of $773.51 appear on her statement in 2-5 business days.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was June 23, 2022. I paid $74.62 for this specific item, but in total spent over $1,400 in store + online this week at the business. They committed to provide me with a brand new pant in a specific style, and I was delivered an obviously defective item. Upon opening the box with merchandise, I contacted the business immediately to allow for an exchange but this item was no longer in stock in this color/size. There were stains on this item and it was obviously previously worn because the item had pilling all over it. When I ordered it, the item was out of stock but just received one item in stock again so I’m assuming this item was worn and resold to me. I contacted them and they’re only willing to exchange the item for something else. I would like a refund to the original form of payment since this is a breach of contract. They asked me to provide photos and I did, and then responded that this didn’t mean their return policy since the item was worn (it was not worn by me, which is why I contacted them…) and tags were removed (they are still attached and were attached in the photos but I was not instructed to capture that in photos. I tried reasoning and contacted many different concierge associates. I have been sent a worn item with STAINS, and they won’t refund me my money.

  Business response

  11/07/2022

  We're so sorry to hear about *****'s experience with Tna Christie Pant. I can see as of today (July 11th, 2022) a member of the Concierge team has reached out in order to support with finding an appropriate resolution to the experience — whether that be through a return or exchange. 

• Initial Complaint

  23/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This regarding the order no ********. I received my package on june 15. I have 11 items on the order worth 629.15 but to my surprise its only 3 items that was inside the box. I immediately called them to ask if i have a box coming. They said theyre gonna investigate. Fast forwrad for the long messages with them they thought what i was missing are the 3 items i received so they planned to refund 168 which is i did nit received and they dis not processed. Contact them again they they sent me email that i can no longer order with them and they would nit resolve any of this. So i was cut off. Dropped. Blocked. Im a regular customer, who receive a clientle invite. While waiting for this to be resolve i order around 6 big orders within days until they blocked me. This issue order is my box number 2. They do that to me which isnt my fault. They did not care once you spent your money on to them. To think I thought they were people eccentric, but no. They have no values and they dont own up their mistakes! I support them because I thought if the company values. *** **** **** * **** **** ** **** ******* Once they got you no matter how much or how frequently you spent on them they will treat like nothing. Makes you feel like your lying and everything is your mistake. They blocked me told me that i can no longer order from them. Not even opening a solution for the their own mistake.

  Business response

  27/06/2022

  We're so sorry to hear about *****'s experience with her recent purchase and for the confusion with the resolution. Following our Internal Review process for missing article claims, it was found that Order # ******** shipped in 1 package with 1 tracking number. In addition, the package had a weigh of 14.9 lbs prior to shipping which is consistent with 11 items. The resolution of no longer allowing orders to be placed and not moving forward with reimbursement is consistent with our Internal Review as this is the second missing article claim with Aritzia. We've advised ***** is welcome to continue to shop in-store with us — we'd be happy to help her there. 

  Customer response

  27/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  i have proof and still have the box with that. Noting

  ship date 11Jun22

  ACTWGT: 7.00lb

  CAD: ***************

  Ref:********************

  po: **********

  inv*************************

  origin id: yIBA ***** *******

  Shipping

  aritzia c/o ***

  that is impossible this is the proof thats in the box not 14lbs  they ar

  e lying and just dont want to take responsibility with it  

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

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

  Business response

  11/07/2022

  Our internal process for shipping all packages from our Distribution Centre requires the package to be weighed. Upon doing so, it was documented that this package weighed 14.9 lbs. ***** may chose to weigh the package using their own process. However, this aligns with the number of items that were shipped out in 1 parcel. 

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 11, 2022 I placed order #******** for 3 long sleeve tees in 3 colors. Each shirt was 40$ and they all added up to $132.90( tax incl). This order came in 2 sep. packages. The black and white tees came in the 1st package, which I returned( fit was unflattering). I was refunded $88.60 for them while still waiting for my 2nd package with my blue tee so I can return that too. My 2nd package ends up getting lost in transit for 4 days before being delivered to my house ripped open and empty. I saw the ***** driver deliver my package through the window and went to get it and got super mad when I saw he delivered it ripped open and empty like that. I called ***** INSTANTLY not even 2min after my package was delivered to report the driver and ask if it was their policy to deliver a package clearly opened and empty? Obvious that was the reason my package was “lost in transit” for 4 days. The service rep told me it wasn’t their policy, he was wrong and that she would open an investigation. I called aritzia right after cause I was told I had to get my refund through them and the rep at aritzia told me she’d open a claim on her end to get my refund process going faster. Anyways now it’s been months since the case closed and aritzia is refusing to give me my refund!! 1st I reached out in email explaining my problem again when I saw I never received a refund for the blue tee then they told me they they were opening an internal review AGAIN then asked me if I received the package since we last talked clearly ignoring everything I’m repeating over and over. Then they tell me they’ve arranged for me to be refunded $44.30 AGAIN…. a lie I was never refunded. So I have to then reach out again explain for the 5th time and now they have the nerve to tell me they overrefunded me and ********** to chargeback my card the $44.30 again. Now they are ignoring all my emails I am so furious!! This is not ok! They have wasted so much of my time and energy. Poorest customer service ever.

  Business response

  08/06/2022

  We're so sorry to hear of this experience and can understand the frustrations it may have caused. I can confirm that this client has been refunded for the Fluid Blue New Everyday Longsleeve ($44.30) to her original method of payment. Please note, this may take 2-5 business days to appear on a financial statement. At this time, all 3 items have been successfully refunded. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a large order with Aritzia, it came in 4 separate parcels which I did receive. However, there were missing contents inside those packages. I contacted and cooperated with Aritizia to resolve this issue. They decided to not reimburse me because of the investigation done by their "internal" team which there isn't a number or an email address to contact them. They denied reimbursing me because apparently there are multiple active cases and "all the information" they got from working with ****** I called ***** customer support to get more information on these active cases and mind you this is not the first time ever ordered from aritzia.com. ***** told me they only have ONE package in their system with the tracking number I provided, he said even though they would were shipped in different packages it would still consider one order there would only be ONE open investigation. To make matters even worse, ***** told me there isn't any active investigation or claim. The issue isn't with ***** because I did receive all 4 packages but not all the content from Aritzia. The Aritzia manager I spoke to told me to either file a chargeback with my bank or file a police report, What exactly am I supposed to report to the police? **** ******** ** ******** ***** **** ***** ******** ** *** ****** ***************  Aritizia.com needs work and improvement all around. I would like to be reimbursed for the missing content. I would never recommend or ever shop at Aritzia again after this frustrating experience.

  Business response

  04/08/2022

  We're sorry to hear about ******* experience and appreciate her sharing her feedback. Our thorough internal review process identified that the shipments with items claimed as missing each had a weight that indicated all items were included. In addition, our Order Management team shared that all items were scanned and packed. Based on this review and our process, we’re unable to proceed with reimbursement.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 550$ worth of clothing off Aritzias website. Shipping and billing address was completely wrong due to a system error. Clothing was shipped to the wrong address even with the incorrect billing address and Aritzia will not compensate. This was an error on Aritzias end and I’m also not sure how my card was authorized when the address did not match up. I would like help getting a refund please. Tried speaking with Aritzia concierge at their head office and they are telling me this is my error and will not issue a refund or send new items.

  Business response

  16/05/2022

  The client placed an online order as a guest which requires client's to include all address information. The payment used would have been approved by the client's bank based on the address information they have on file. However, according to the return tracking number, the order is being returned to our Distribution Centre. ****** will receive a refund for the product received back to her original method of payment. Items that had yet to be shipped have been cancelled and she has not been charged.

  Customer response

  16/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I had to pay $50 in shipping costs to get my items back from the homeowner at the address your computer system defaulted to. 
  **** ******* **** ******* **** *** *** **** *** **** ******** ** **** **** *** ******** ** ***** 
  Telling a customer you are not responsible for $550 dollars is irresponsible and unacceptable from a large corporation. Once again, we’ve all spent 2 years struggling financially in a pandemic and yet we still chose to spend money at your company and this is the way you respect my dollar. Unacceptable. Aritzia has way more money than I do and I should not have been responsible for a shipping charge to get my items back. Let alone, track down the homeowner and explain the situation. 
  To recap **** ***** ** ***** **** *** ******** ** ***** ****** *** **** **** ******** **** ** *** **** Aritzias website changed the shipping AND billing address for my order, claimed no responsibility helping me get the items back and indicated it was my fault for entering an address I had NO IDEA EXISTED. Why would I enter that as my billing address when that would have (and should have)stopped all charges from going through as it was incorrect. Not to mention, it was all defaulted to lower case writing. 

  As a large company, own when something goes wrong, be accountable. Leaving a customer on the hook for that much is just insulting. 
  
  Awaiting a response. 
  
  Sincerely,
  
  ****** *********

  Business response

  27/05/2022

  Client was issued a refund for the 5 items returned back to our Distribution Centre for $326.08 CAD on May 18, 2022. It make take 2-5 business days for these funds to appear on her statement, depending on her financial institution. 

  Customer response

  30/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was issued a refund AFTER I tracked down my own package and PAID to have it shipped to my ACTUAL address so that I could return the items. I had to contact a neighbor on the street to knock on the homeowners door to give them my phone number to call me about the package of clothes they received. They had to go out of their way to go to ****** **** and ship this back to me.
   AT NO POINT DID ARITZIA ASSIST IN GETTING MY PACKAGE BACK. That is the ISSUE.    Aritzia takes no responsibility for their system errors and leaves their “clients” at a loss. 
  
  

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

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased around $400 of items on 5/7 in a store in California. Used their online customer chat service on 5/9 in regards to a quality concern with 2 of the 4 item I purchased. 2 shirt I bought that were the same in different colors. They wanted pictures of my receipt, a picture of the entire item, an up close picture of the concern and additional front and back photos of the care label. This entire process is ridiculous to begin with to only get an answer that I would need to go in person for manager to review. I do no live near a store and how would I do that! They have a large quality concern with the button holes from one of their style shirts where it’s too large. So I went through all this effort and no resolution and asking me to go in person to a store for further review. This is not common sense. Worst experience, no additional follow from my response and I want a refund.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order, the order number is ********. The items did not fit and one was damaged, so they were returned in full. The order total was $143.44, but when I returned the entire order, I was only refunded $143.43 ($95.62 + $47.81). It is a penny difference, but I don't think it is right for the company not to give me my full refund. ** **** *** ***** **** ** *** ******* **** ***** ** ** ********* ** ********* *** ********* ** ***** ********** ** **** *** ******* * *** ** ***** ** *** ******* *** *** I contacted Aritzia concierge and they told me it was a tax miscalculation on their computer system but they would not be refunding me the difference to my card. However, I feel I am entitled to receive the difference since that is what I paid. It doesn't make sense that their computers have miscalculations like this. Aritzia would not have allowed me to complete the order if I didn't pay in full. So why do I have to pay for their computer's mistakes? I do not appreciate this and I think it is wrong. I am still expecting to receive the remainder of what was not refunded to me.

  Customer response

  11/04/2022

  Hello,

  The order date was 2/11/2022.

  Business response

  12/04/2022

  Refund of $0.01 has been issued to the client's ****. Due to the return being processed in two separate transactions the taxes were applied separately and did not account for the remaining $0.01.

  Customer response

  15/04/2022

  
  Better Business Bureau:
  

  It is accepted.

  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has the worst customer service. In December 2021 I ordered two tops and one sweatshirt. The sweatshirt was a special order. Before shipment of the special order I canceled it. A month later I discovered that the charge for the canceled part of the order was still on my card. When I contacted the support team I was told that it could not be true, that it was just an authorization that should have been expired by now. To prove the opposite I send them a bank statement. It did not help, they kept telling me that it is just authorization. After that I told them that I had to file a chargeback with my bank. I did not get any response in return and after that I filed a chargeback. Recently, I placed an order that was canceled without sending a notification to me. When I reached out the support team I was told that it was canceled because I filed a chargeback for the order that Aritzia delivered to me. *** ** ******* *** *** **** *** ****** ***** ***** **** ** *********** *** **** ****** I am keeping my hopes low as I did not see any person from the support team who really wants to help before and my issue is ping pong from one to another representative.

  Business response

  11/04/2022

  Special Orders placed on Aritzia.com receive an authorization and do not charge until the order ships. As this order never shipped (cancelled), no charge was placed on the card used and the authorization is lifted by the bank. In this case, our Retail Accounting team confirmed these details. It was recommended that if the client was still experiencing issues to rectify with the bank, potentially with a chargeback. It was communicated that if a chargeback was filed it could result in future orders not being successful. 
  
  As of April 9, 2022 the client has been reinstated and able to shop online. 

  Customer response

  11/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: So that is it? Artizia was wrong in the first place as it was not authorization but the charge, failed to check the facts and resolve the issue on its own end in February 2022 when I insisted that the charge was still on my card ************ ******** ** ****** and I had to file a chargeback with the bank. Then in April 2022 canceled my order without even notification. And after I spent my time collecting all the correspondence supporting my position they just sent me email about reinstating my account without even apology. ***** ********* ** **** **** **** ** ***** ******** *** ******* * ******** **** *** ************* ******* *** ******* **** *** **** ** *** ******* ** **** **** ** ** *** ***** ******** **** * *********** ** ** ******** ***********   
  
  

*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. ↩