Complaints

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

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Aritzia LP has 58 locations, listed below.

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  Aritzia LP

  118 611 Alexander St Vancouver, BC V6A 1E1

• 

  Aritzia LP

  1110 Robson St Vancouver, BC V6E 1B2

• 

  Babaton

  D067C 701 W Georgia St Vancouver, BC V7Y 1A1

• 

  TNA

  5 4154 Village Green Whistler, BC V0N 1B4

• 

  Aritzia LP

  2341 2929 Barnet Hwy Coquitlam, BC V3B 5R5

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:04/07/2025

  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 had an order that for sum reason was all shipped separately almost $400 in clothes and I received one of the 3 packages. The other two were never delivered. I contacted aritzia about it and they said they look into it. The emailed me that it was delivered according to their internal team and they could send a replacement or refund. Well thats bs so I called them. They couldnt give me any information on their investigation or where the packages are. I had to talk to a robot like employee for almost 20 minutes asking for a supervisor till I got to one who also talked just like a robot u asked multiple questions and all I got was Im so sorry for this inconvenience I know this can be frustrating but we cant do anything at this time, and cant give you a resolution, are you joking!!!!!! Thats $300+ I am out of and I cant even be told where my packages were left or basically anything because everytime I asked I was given the same AI recorded response. Dont order from them. Ive seen others have this issue as well. Because theyll just tell you tough luck. Now Im having to dispute with my bank in hopes of getting my money back. As someone who works in customer service myself their customer service is horrible and almost inhuman. Just a greedy no good company

  Business Response

  Date: 05/07/2025

  A thorough review has been completed and our management team is aligned with the decision from this process. We do plan on upholding the resolution theyve decided upon based on the information gathered. I can appreciate that this may not be the news you were hoping for and that this can be frustrating, however, we will not be overturning this decision at this point. If you suspect theft, I strongly advise filing a police report and we would be happy to work with the department with any information they may need. Kindly note that the resolution is not at Concierge's discretion, and is ultimately determined by our internal department, of whom do extensive research on the packages before confirming their final verdict. 

• Initial Complaint

  Date:30/06/2025

  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 attempted to use my gift card online on the Aritzia website. The gift card had a balance ******, as I received the value of a shirt I returned. Upon scratching the pin on the back and entering the cards details, the balance had been drained of $100. The card had not left my possession. I called Aritzia concierge to inquire and they told me the card was used two days prior in a store by someone named ***** *. . I said thats impossible, as I have the card, hadnt used it in any store, and dont know anyone of that name. They explained that their gift cards are allowed to be used by people showing a photo of the card, without the pin. They would not tell me in which store location it was used. They would not reimburse my card, offered no apology, and said they would not change their acceptance of photos of gift cards as payment in store. The only way this card could have been compromised was by a store employee prior to it being handed to me. I contacted their concierge and the actual store several times by email and phone without any success at all refund to my gift card. I still have the gift card and receipt.

  Business Response

  Date: 05/07/2025

  Please be aware that gift cards are treated like cash and we are unable to re-issue or replace any lost or stolen gift cards, my apologies. As such, we are unable to move forward with re issuing a new gift card. I apologize for any inconvenience.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23537316
  
  I am rejecting this response because:
  The business has not acknowledged that the balance of the gift card was fraudulently spent at their store due to their own flawed gift card redemption policy, and the gift card number must have been attained by their own employee, as no one else but me had access to it. 
  
  Sincerely,
  
  ****** Read

• Initial Complaint

  Date:30/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my concern regarding a recent order (B0787000). As a longtime Aritzia customer, Im disappointed by the experience and submitting a formal complaint. The order was shipped and received in a single box, as confirmed by the ***** tracking link/photo. However, the package only contained 2 of the 4 items I ordered. Specifically, the Little Cropped Jacket and Cami Mini Dress were missing.Given that the shipment was received sealed and complete with only one box, this does not appear to be a ***** issue. It seems likely that either the missing items were not shipped, or they were out of stock and not fulfilledneither of which was communicated to **** attached supporting photos and was happy to provide any additional details as needed, however after escalating twice was refused refund or order fulfillment.

  Business Response

  Date: 05/07/2025

  After carefully reviewing the information gathered from your order number B0787000, at this time, we are unable to support with a refund or replacement as your claim doesn't meet the internal conditions to be able to proceed with an alternate resolution. If you suspect theft, I strongly advise filing a police report and we would be happy to work with the department with any information they may need. Kindly note that the resolution is not at Concierge's discretion, and is ultimately determined by our internal department, of whom do extensive research on the packages before confirming their final verdict. 

• Initial Complaint

  Date:30/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a virtual gift card from **************************. Paid via Apple Pay. Received a confirmation message and, immediately thereafter, a confirmation email. I followed the instructions on the website to copy the link and send it to the recipient. A few minutes later, I received an email informing me that Aritzia was "Unable to Process Your Gift Card Order." The recipient then sent me a screenshot of the gift card, which said "eGift cannot be viewed." Once my extreme embarrassment subsided, I reached out to Aritzia support.After 18 hours I heard back. Support said: "CashStar, the Gift Card issuer, requires more information to verify the purchase. Please reach out to them for further assistance at ************ or via ****************************************************."The link takes me to a general inbound corporate sales lead inbox. It's not even support. And I can't even input my personal email address. After three more rounds of correspondence, during which I keep getting the same copy/pasted message from Aritzia "support," I eventually asked to cancel the order, and now Aritzia is saying they cannot do that - the order is with CashStar / Black Hawk Network (whoever that is?) and so there is nothing Aritzia can do. Of course, the charge remains on my card. So Aritzia sold me a gift card on their website, sent a confirmation email, charged my card, then revoked the card, refuses to help, is referring me to a third party (to whom they likely provided my intended recipient's contact information, and perhaps mine too), and refuse to cancel the order.

  Business Response

  Date: 05/07/2025

  After reviewing your case with Aritzia Concierge, I can confirm that your electronic gift card was cancelled by ********. I recommend reaching out to them directly for support with their verification process for online purchases. As your purchase was cancelled, you can expect any pending authorizations to lift off your method of payment within 3-5 business days.

  Customer Answer

  Date: 17/07/2025

   
  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:26/06/2025

  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.

  Date of Transaction:Order B0065557: placed on May 31, 2025 Order B0097463: placed on June 2, 2025 Total Amount Paid:Order B0065557: $1055.34 Order B0097463: $47.18 Total: $1102.52 What the Business Committed to Provide:Aritzia sold clothing items online and promised full refunds for returned merchandise when returned using their official prepaid ***** return labels and within the return window.Nature of the Dispute:I returned all items from both orders using the provided return labels.Order B0065557 was returned via ***** Tracking Number ************ Order B0097463 was returned via ***** Tracking Number ************ ***** shows both packages were successfully delivered to Aritzia. However, Aritzia has refused to issue a refund, claiming vaguely that the packages are missing. I was not given any specific information or a proper investigation result. They also refused to process a partial refund, despite all items being ***************** Response:I contacted Aritzia customer service multiple times, but received only generic replies. They have not provided any explanation or proposed resolution, and have completely refused the refund.Resolution Requested:I am requesting a full refund of $1102.52 for the two returned orders. I have attached the ***** tracking confirmations, order details, and communication screenshots.Thank you for your assistance in resolving this matter.

  Business Response

  Date: 05/07/2025

  After reviewing your case 6767222, I can confirm you've been refunded to your Mastercard ending in 5775 for $47.18 and $1055.34. You can reference this refund with your Credit Memo numbers CB00974630 and CB00655570 and expect the refund to be reflected on your financial statement in 3-5 business days, depending on your banking institution.

  Customer Answer

  Date: 07/07/2025

   
  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:23/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought those clothes and the size was small. I ask customer service for an exchange in the chat and on the phone confirmed twice what my address was and they put in wrong address. I didnt understand why you have to confirm twice with my address and still send it to wrong address. So I call again telling them they put in the wrong address, they told Me to complain with ****** They made a mistake and tell be to blame ***** for what? And they send me another email saying after looking through this case they are not giving me a refund.

  Business Response

  Date: 24/06/2025

  After reviewing your case, 6793842, our Concierge team has already processed a refund of $156 to your Visa ending in 2939. This was completed on 06/23/2025. You can reference this refund with your confirmation number CB05696970 and expect the refund to be reflected on your financial statement within 3-5 business days, depending on your banking institution.

• Initial Complaint

  Date:17/06/2025

  Type:Service or Repair 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 this complaint due to Aritzias ongoing refusal to allow me or my immediate family to shop online after a single issue involving a lost package, which was Aritzias responsibility to resolve.Since that incident, Aritzia has blacklisted my online account and any new accounts Ive attempted to create. I have reached out to their customer service team multiple times, and they consistently shift blame to my bank or payment method, despite the fact that I have tried using over five different credit cards, from different banks, as well as alternate emails, devices, and shipping ************ family members who had no involvement in the original issue are now also blacklisted and unable to place orders, even using completely separate accounts and payment methods. This suggests Aritzia is using device, IP, or address fingerprinting to enforce a household-wide block, which is unreasonable, excessive, and discriminatory.Prior to this, I was a loyal Aritzia customer and have spent hundreds of dollars with the company. The way Ive been treated is extremely disappointing. Aritzia has not provided a valid explanation, refuses to escalate the issue, and offers no appeal process.

  Business Response

  Date: 24/06/2025

  After reviewing your details, it looks like your orders are not passing our automatic verification system. Our teams have been able to confirm that there is matching information between previous missing package claims opened with Aritzia. The secure and successful delivery of your orders is important to us. Moving forward, wed love to lend a hand when you shop with us exclusively in our boutiques.

  Customer Answer

  Date: 24/06/2025

   
  Complaint: 23478102
  
  I am rejecting this response because:

  Aritzias reply is not acceptable. Their message reiterates that I have been blocked from shopping online but fails to address the core issues I raised:
  
  Lack of Transparency: Aritzia vaguely states that my orders are not passing their automatic verification system, but provides no explanation of what criteria are being flagged or how I can resolve the issue.
  Collective Punishment: My family members who were not involved in the initial lost package are also being blocked from ordering online, even when using separate accounts, payment methods, and shipping addresses. This suggests Aritzia is using invasive tracking methods such as device or IP fingerprinting to enforce a household-wide ban.
  No Escalation or Resolution Path: I have contacted Aritzia numerous times over several months and have been met with either automated replies or blanket refusals to assist. They offer no internal appeal process, and no way to clear this unjust restriction.
  Disproportionate Response: I reported a single lost package which Aritzia should have resolved through the carrier or insurance. Instead, they chose to penalize me indefinitely and refuse service without due process.
  
  I have been a loyal Aritzia customer for years, consistently purchasing both in-store and online. The way Ive been treated following one delivery issue is extremely disappointing and feels punitive and unfair.
  
  This is not a matter of failing to verify a transaction it is a blanket denial of access with no accountability or recourse. I urge the BBB to keep this complaint open as unresolved.
  
  Desired Outcome:
  Lift the online shopping restriction on my account and household
  
  Offer a pathway to resolve any outstanding concerns so I can resume shopping online
  
  Thank you for your time and support.
  

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

• Initial Complaint

  Date:10/06/2025

  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.

  Bought $784.98 worth of clothes from Aritzia Crossiron in ******* on June 1, 2025. Three items were not in stock in store . ******* had no stock of the pants and on website online orders said June 12 earliest delivery. I got an email saying my ordered shipped from ******* on June ****** and I received a box June ****** it was to contain 2 of the same pant and one sweater vest. It contained one pair of pants. I reached out immediately multiple times and the only thing they could say is the weight of the box was correct and the store said they filled the order. Well the weight was not correct as I weighed the items. It was 2.62 lbs and should have been at least 3.5 lbs. we all know how good scales are and to say you know the weight of ever item you sell. Sure. But lets be real thats how you are going to prove you delivered something that there was no stock of in all of *******. The pants they sent had a hand written tag with the wrong price on it. I am sure just got returned. So ship one pair and say you shipped all 3 items. Prove you shipped it. So I am out $237.30 because they dont want to admit to their mistakes. Not how you keep customers. I see they have done this before after reading the complaints on this website

  Business Response

  Date: 15/06/2025

  Our internal team conducted a thorough investigation and after their review, it has been concluded that the correct items were packed in order ORD1028022005680 and shipped out by our boutique team via case 6693647. If you suspect theft, please reach out to your local police department for further assistance.

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on ************************** for a total of $271.89, which shipped via ***** under tracking number ************. The tracking status marked the package as delivered on April 21, 2025, but I never received it. I checked with neighbors, and my Ring camera footage confirms that no delivery was made to my address that day.I contacted Aritzia customer service multiple times and received no response. I also submitted a dispute through ******, but it was denied based solely on the tracking update. ****** has now resumed the charge despite me not receiving my ******** asking Aritzia to either reship the missing products or issue a full refund. I am happy to provide my security footage and additional details as needed. If this cannot be resolved directly, I will proceed with a chargeback through my bank.

  Business Response

  Date: 24/06/2025

  Through Aritzias internal review, weve found that your order (A8464342) was successfully delivered to the address on file, confirmed by *****'s proof of delivery under tracking 455568893658. As we've obtained proof of delivery, we can confirm that the package was successfully delivered to the address provided at checkout. Our internal team would be more than happy to cooperate with the police directly if you choose to file a report with them. At this time, we wont be able to assist you by providing a refund, as we can confirm that all items were shipped and delivered.

• Initial Complaint

  Date:28/05/2025

  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 December 31/24 my daughter purchased a coat for $475 plus tax.Less that 5 months later the zipper broke. I contacted Aritzia and was told to send a bunch of pictures (front and back of coat, tag, damage). After I did that, I was informed they dont fix zippers and I should take it somewhere to get it fixed at MY EXPENSE. This coat was very expensive and was really only worn for 3 months because of the temperature. I was zipping it up to put it away for the season and it broke. Thats disgraceful given what it cost.

  Business Response

  Date: 03/06/2025

  Thank you for your message. While we strive to produce high-quality, long-lasting garments, our pieces are subject to natural damage caused by everyday wear and tear. Please note, that Aritzia is not liable for any quality concerns that arise from natural use of the garment between the date of purchase and now or from damage caused by an external event. Quality concerns are reviewed on a case-by-case basis as Aritzia does not offer a warranty on products. After reviewing your case and the photos provided, I regret to inform you that we do not consider the concern to be related to quality. Due to the nature of the concern not being a result of an issue in the manufacturing of the garment, we will not be proceeding with a resolution at this time. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23385611
  
  I am rejecting this response because:

  I dont recall linking pictures to this complaint so not sure how you reviewed pictures??!!

  This is very frustrating, $475 plus tax and you will do nothing for a broken zipper after only a few months. I work for a store that sells jackets costing $25-$200 dollars and EVERY SINGLE ONE has a 100 DAY WARRANTY! 
  We thought we were purchasing a quality item given the ******** should be ashamed of yourselves treating customers like this after they spend their hard earned money on your products.
  

  I am so glad I have ********* TikTok, Snapchat and Instagrambecause people need to hear about this experience 

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