ComplaintsforAritzia
Clothing
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Complaint Details
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Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My Mega Cargo Sweatpants shrunk significantly after 1 wash, I set up a return with Aritzia and they have yet to refund me after a month. When I contacted ***** I was instructed that Aritzia would need to file a claim....Aritzia refuses, now I am out the $85 and the shrunken sweatpants.Initial Complaint
31/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order on Aritzia.com 12/21/2023 for my Christmas gift a pair of emu lo stinger boots micro for ******. They were a gift so I wasnt able to use them until after 12/25/2023. These boots are labeled as water resistant and do not need treatment before wearing in wet elements such as rain and snow. Its a little over a month since I have had these boots and a light dusting of snow brushed the top of both boots which I then let dry out and unfortunately they were permanently stained from that . This was only about 3 times of wear and now the boots are ruined. For water resistance and a brand who warranties for a year their boots I expected more. I immediately reached out and let Aritzia know what had happened . They asked for pictures and proof they are water resistant which I provided. One rep offered me a 30 percent refund . I let them know that did not work for me as the Damage is permanent I would like to return the boots for a full refund since they are defective. Another rep answered and said the water resistance means they will still get ruined in rain or snow and they wont offer me more than a 30 percent refund - which is unacceptable to me. I let them know and I have also owned this brand boot in the past many times and been in rain and snow and never encountered the staining. They are unwilling to help and I let them know I would be contacting the better business bureau.Initial Complaint
24/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On January 16 ****, Aritzia packages were stolen directly off my porch and replaced with a box of cereal. Within 20 min of the packages being delivered, my Dad found a box of cereal and brought it inside and asked me if I was expecting that. I said no. I then proceeded to wait for my Aritzia order and it wasnt until two days later that I checked the tracking info and realized that theyd been delivered on Tuesday - at the same time the box of cereal was left.That said, I work very hard, Im a single Mother with two kids and live alone with my own mortgage and two dogs. I purchased those items to wear to work and spent $300 on the 3 sales items combined. I dont have a lot of disposable income and I cannot afford to make online purchases and then have them swiped within minutes of delivery. I also cannot afford to replace this purchase as I dont have another $300 to spend on clothes at this time. I have always purchased online from Aritzia and I have never had this happen before.A signature should have been required upon delivery and The Aritzia tape all over boxes looks quite appealing to whatever teenager / young adult who took my boxes.Aritzia refuses to take any responsibility for their part in this situation and so does ****** This should not be the consumers fault!Initial Complaint
15/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I recently purchased a sweatsuit from this retailer and as seen within the attached pictures, I purchased a sweatshirt and sweat pants in the same color but also seen within the picture is what I received. A mismatched sweatsuit. I contacted the retailer and customer service showed absolutely no remorse. They said they couldn't help or fix the issue. I didn't get what I purchased and I want a full refund. What am I going to do with a mismatched jumpsuit? Terrible customer service and honestly terrible product. Items were not as described or in this case item colors were not as described.Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase in store on Sept 13 2023 (there isn't an Aritzia in the city that I live in), the purchase was a Christmas gift, I explained that to the sales person and asked if it was too early to purchase and make an exchange after Christmas if the size didn't work, she told me no problem and didn't offer a gift receipt and I didn't think too ask...of course the pants didn't fit and when I called about making an exchange by mail I was told no! Come on Aritizia you have to do better! I didn't want my money back just a different size!Initial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 12/24/23 i placed order #********. I purchased 6 coats in various styles and colors. I was notified that the items shipped on 12/28/23 with 2 different ***** tracking numbers. Upon opening the 2 boxes yesterday I found 2 jackets in each. I assumed maybe the other 2 missing items (*** ***** **** ****** *** *** ***** **** ***) were going to be shipped separately. Something told me to call and confirm because according their website, all items were delivered. The representative I spoke with on 1/1/24 advised that the two missing items were supposed to be together in one of the shipments. I advised there was no way 4 jackets would have fit in the packing received. She advised she would need to have it escalated. Ive had horrible luck dealing with Aritzia in the past and Im terrified that getting replacements/refunds for these items is going to be a headache.Business response
04/01/2024
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 today, January 4, **** for $578.97. This has also been communicated to the client by email as confirmation.Customer response
04/01/2024
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. I would like to add that the business has indicated that any further purchases I make will require a signature. I find that concerning seeing as there was no discrepancy with receiving the packages. Instead, the issue was an error made at their warehouse and I cant see how flagging my future purchases to be signature required would mitigate this from potentially happening again.
Sincerely,
*********************Initial Complaint
02/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My fianc (*******************) purchased a gift card for me for Christmas on December 24th to be delivered via email on the 25th. When he went to checkout on Aritzia (******) website the transaction came up declined but the money was taken out of his account, so he assumed since the money was gone that the gift card would be delivered. It has now been 9 days of which we spent being endlessly transferred to other departments because nobody knew what to do. The money is still taken out and we still have no gift card. After contacting his bank they confirmed the transaction went through to Aritzia, on the 24th it showed as just $-200 and on the 27th it updated in his banking that it was taken out by Aritzia (picture provided below). Times are very hard right now for most people so a loss of $200 is a big hit for us. My partner knew I had my eye on a jacket and kindly wanted to contribute what he could afford towards it. Little did we know it would lead to this complete mess. Weve spoken to Aritzia helpline via phone and online chat multiple times, called Cashstar, transferred to QVC then back to Cashstar and back to Aritzia. To say were frustrated is an understatement.When I spoke to someone in the online chat feature I asked if there was any kind of compensation they could give me for all of this trouble and was basically told Im out of luck and they wont do anything. We have been contacted by the concierge team stating that the finance team isnt in over the holidays and they will get to it when they are back. However its been 9 days since the initial transaction and still very little response and what we do get is basic beat around the **** kind of answers. I warned in my initial email that I would take this further if it wasnt resolved in a timely manner so that is why I am reaching out to you now. They robbed us of our money and have no intention on helping us get it back.Business response
18/01/2024
We're so sorry to hear about this experience and appreciate it being brought to our attention. Aritzia Concierge confirmed with the third-party e-Gift Card vendor that there was an issue in capturing the client's payment, resulting in the card not being issued. Concierge has supported with client with a new card, with additional value as a token of apologies for any inconveniences during the experience. This card is confirmed received.Customer response
13/02/2024
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
19/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
i bought a $50 gift card for my daughter on Aritzia website yesterday for christmas Received the confirmation email for the $50 gift card I than logged into my bank account and noticed $150 was taken from my account ******** refuses to refund me my money because all they can see on their end is the 1 transaction even though i have provided them screen shotsBusiness response
27/12/2023
Thank you for bringing this to our attention. We appreciate the feedback shared by the client throughout the experience and recognize an opportunity to ensure a more seamless client experience moving forward. This purchase was made with a debit credit card which may result in variances in pending authorizations or settlements until posted on the end-of-month statement. We can confirm that there is a $50.00 settlement associated with this transaction. In light of the client experience, we have issued a manual refund of $100.00.Initial Complaint
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a jacket online from Aritzia @ 6:22 AM on Dec 5/23 and received a confirmation email that they were getting my order ready. The email title was "order confirmation" and my credit card was charged . At 3:30 PM ( 8 HRS later ) , I received an email stating there was an error and the order was not in stock and they refunded my card. This was a Xmas present discounted from $198 to $49.98.I then called their ****************** to discuss a resolution and they offered me priority shipping on another product . This does not help as all products are $200 plus and the item that I want they are telling me was an inventory error .Really....an inventory error 8 HRS after purchase. I suggested a Credit or gift card in the amount of $49.98 plus tax but they declined. Then they sent an email saying they were happy the issue was resolved .REALLY!Initial Complaint
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased clothes on the aritzia website,orders ******** + ********. The tracking number is ************ and ************.These two packages showed as signed for, but I did not receive them. The package was not signed by me personally. I contacted Aritzia, but they refused to refund me or help me contact ***** for a claim. This has troubled me a lot. I am still * ******* and Aritzia refused to refund me. I did not receive the package!I hope you can help me contact aritzia for a refund. Thank you Please note that the signature certificate of ***** does not match the recipient in the pictureBusiness response
12/12/2023
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 no longer accept online orders, as well as not proceed with reimbursement. The client has been advised they are welcome to shop with us in our boutiques.Customer response
12/12/2023
Complaint: ********
I am rejecting this response because:***** asked me to contact the sender and file a claim. The chat record is attached
Sincerely,
*******************
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Customer Complaints Summary
103 total complaints in the last 3 years.
37 complaints closed in the last 12 months.