Aritzia Reviews 302

Worse customer service.One worker with blond hair were wearing inappropriate dress not suitable for workplace as we cant visit the store with family anymore

I had an amazing experience with customer service. The wait time to get a call was super short even though it’s Christmas Eve. I had to change my shipping address and the person who helped me was wonderful, engaging, and very kind.

Terrible customer service!! I went to an Artizia store to return items on Dec 24th. I drove for over 1 hour and they told me they are not accepting returns today. I said you can't make rules like that. No one told me and it's not on your website? Then they told me they don't refund on sale items. Wow! Terrible customer service

Customer service with Aritzia is total joke! I have been emailing since 12/9/24 and have had one response from the "concierge" that my refund will be issued 3-5 days after the gift card I purchased is returned to them. Per tracking, shared with Aritzia, the gift card was returned 12/16. 7 days later NO REFUND and NO response to the numerous emails sent to the "concierge". Furthermore, their website says they don't ship to PO Boxes, so I provided my physical address and then guess what? They shipped via USPS to my physical address, and if I would have provided my PO Box then the gift card would have been received. I will NEVER do business with this company again.

A totally crap company with overpriced product and terrible customer service ! Otherwise it’s great

Bad quality, but I sort of knew that. Young people's clothes often are. But my real beef is with terrible returns policy. They charge you for the return shipping and then don't even give you back your money for the items. They send you a store credit 7 to 10 days after receiving the items back. Why not immediately? (Because they hope you won't claim it.) And why not return my money? Never again

Ordered $420 for jacket and pants, did not fit, returned the next day through Fed Ex, They acknowledged getting the return; I waited for a refund but nothing. Two weeks later, I called and "Concierge" told me that the refund was "processing"; I said either there is a refund or there isn't and it wasn't showing up on my card statement. She said to contact my "bank". I then got an email noting that the transaction was complete. I emailed in return that the transaction was NOT complete as I had not received a refund. I did as "Concierge" suggested and contacted my bank; disputed the charge on my credit card and finally three weeks later I have my refund as of yesterday. Do not buy from them.

I have ordered for $250, my order was split into two and both parcels never came to my house, fedex claimed they have delivered it. The delivery photo shows not the door of my house. Aritzia just made it clear that parcels tracking shows that it was delivered, and not dealing with me. But where have they delivered it? Worst customer service ever, e-mail response takes 5 business days! Phone lines are always busy, live chat doesn’t work, now I am at loss, and the company doesn’t care

It's been 3 weeks since I placed an order in-store & received the wrong item. I've spent OVER 3 hours on HOLD with the same 3 static-y songs playing in a loop blasting because you can't turn the volume down, way too long waiting on an email after sending photos of the incorrect item and then not getting any responses, plus 45 minutes one way trip to resolve things in person, and still haven't gotten a resolution. Their return policy is ridiculous as well - you can try to return an unworn, unused, tags attached item in the 14 day window but they'll still find a reason why you can't get your original method of payment. Don't shop here, it's a rip off and their customer service is unreal. After being a loyal customer for years, I will not be returning and will recommend to everyone in my circle not to shop here (I help many people with styling and often suggest this store).

Jacked paid 266€. Custom fees 112€. No mention it would be that much in Aritzia website.
Don’t buy!!!
Order number A4869577

Honestly the worst customer service I have ever experience in my life. I had ordered an item from their Black Friday sale and wanted to exchange the item however the prices are now regular price so they wanted to take my credit card for an exchange but my credit card wasn’t going through bc of their “systems”. There were no other options since it’s an online exclusive. Going back and forth after waiting an hour for their customer service call. I am Never ordering or stepping in this store again. They didn’t even offer anything for this disaster

Very frustrating experience returning my daughter’s dress that she didn’t like. I came to the store in Mapleview Mall to pick up a hoodie and return that dress at the same time. It happened to be a Black Friday and they announced that “they are not processing returns because of how busy they are”. I have no clue how processing a purchase is different from processing a return if the customer is already at the store, it’s the same few minutes of the cashier’s work. I explained to the store manager that I’m already there and don’t have that much time on hands to drive back and forth; besides, the website had no mentioning of no returns on Black Friday, to which the store manager replied that they have the massage in the store🤦🏼‍♀️.. How am I supposed to know from my home what messages they are communicating at the store is a mystery to me.. I got my item returned eventually, I survived the dirty looks of your cashiers (very unprofessional btw), but the whole experience left me feeling like I will never use that store anymore.

By far the worst shopping experience I've ever had which is a shame because they have great merchandise. I buy the often but I cannot stand how u are forced to come out of the change rooms why do they not have mirrors in the change rooms? No every women is confident to walk out in front of people and when you do you're harasses by staff c they are on commission. If I need help I will ask they don't need to harass customers but as I said by far is the fact they do not provide mirrors in the changing rooms.
Its ridiculous and made me so uncomfortable I will not be shopping there anymore

I got a gift superpuff jacket which I do not like and wanted to exchange. To add the jacket does not fit and I called the head office spoke to someone will not mentioned her name. A case was opened 5833370 she then told me to get the receipt date and call back. Unfortunately based on this being a gift from work, this was becoming painful to retrieve. I won and the buyers are anonymous. I myself was one of them. I will not further this anymore. I received an email advising what to do and upon speaking to customer service again, I got a none sympathetic apology and a follow up email that states case close I will post email here. I will highly discouraged consumers to not shop here/ I also noticed the reviews are extremely negative, I can see why.

Email received
Hi Keisha,

This is reaching out to you from Aritzia Concierge — we just spoke over the phone.

I understand that you received a Super Puff as a gift and would like to exchange it. Unfortunately, we do need the original transaction details in order to approve any sort of return or exchange. I am very sorry for this inconvenience.

I can, however, help find these details if the following information is provided:

Article/Style Number
Location of Purchase
Date of Purchase

If you want to reach me about this case, the best way to stay in touch is by giving me a call at Aritzia Concierge, at 1-855-ARITZIA, or by replying to this email. Here’s your case ID to reference — 5833370. You can ask to speak directly with me.

Please don’t hesitate to let me know if I can assist you with anything else.

Kind regards,

Follow up email

ARITZIA

Type your response ABOVE THIS LINE to reply

Hi Keisha,

Thanks for reaching out to Aritzia Concierge. We're happy we were able to resolve your case.

How was your Aritzia Concierge experience?

AT YOUR SERVICE

If you have any questions or concerns, contact us at Aritzia Concierge.

Regards

Aritzia has lost an almost 20 year customer. I sent a return with their prepaid label. At some point in-between dropping off the package at Staples, and FedEx delivering the package to Aritzia's warehouse, the items were stolen from the package. Aritzia has taken the stance that I intentionally sent them an empty package. Really? After 20 years all of a sudden I would steal? They keep saying to let them know if I find the items. This is a completely useless response as I returned the items to Staples. Aritzia has no concept of customer service, customer retention, and no good faith in customers. I have disputed this and reported the theft to the police which is something Aritzia should be doing amongst themselves, FedEx and Staples. Surely the package was insured but I, the customer, am stuck with the bill. I will never shop at this store again.

Aritizia customer service sucks. Very unreliable and pretty much fraud, I would say. I got an Aritzia e-gift card, which was in my email unopened for a few months. When i used it after few months it was already used and with zero balance. When I called, the customer service refused to take responsibility for it. I never used the card or even opened it. They either sent me a used gift card or someone at the aritizia stole and used the information for a purchase. Because my email was secured, I am unsure how it was used in another state. Thiis was a horrible experience. I will never trust Aritizia again with gift cards, and I want to inform everyone never to use their gift cards because they will steal the information or send you a card with a zero balance. You will never get your money back as well. Poor customer service. Extremely unreliable.

I work as a nurse in Toronto, I have bought many times over the years and have never complained. Aritzia over the years has become overpriced and the quality of the clothes is not up to par. I have been a customer for a long time but this is the end of my relationship with Aritzia. I'll be spending my money somewhere else. I was told that a $400+ jacket was damaged due to wear and tear. I'm talking about the super puff long jacket, I got it in the shinny black material. For the price of this jacket I expect it to hold up more than 2 years. It was used approximately 8 months in total. Needless to say, this was the last straw for me. I will never buy another product from Aritzia and I'll make sure to warn my friends and family on the poor quality and poor service from "Aritzia Concierge" and in the quality of these jackets. I'd like to add that every single jacket that I have ever bought from Aritzia, all the pocket seams have come undone, every single jacket! and I didn't complain. This company is all about making more money and not at all concerned about the environment or the quality of materials that are being used. Spend your hard earned money somewhere else

Did not receive order. Called various times, no follow-up and no one really cares about a good customer service.

Spoke with Aritzia Concierge Samantha on October 18th regarding an order I didn't receive. She emailed stating they would do an internal investigation and I'd receive a response within 3 business days. She told me specifically not to follow up as it would push me down in queue. I didn't hear anything so I followed up on October 23rd/24th and still didn't get a response. October 28th I reached back out via live chat and was told to "just wait" and by following up, I'm only putting myself further down in queue. I emailed in a new thread regarding this and STILL haven't heard anything at all.

Extremely poor customer service.

I really wanted to love Aritzia as they have great clothes that fit my personal style. However, I have consistently got bad experiences with them: expensive clothes that are easily damaged after 3-4 uses and are difficult to maintain, very unprofessional and rude staff that will make you feel bad for not buying something they suggested or for returning items in store. They are so snobby and disagreeable that I started returning clothes online and pay the 8$ return postal fee.

However, on my last returned order, they charged me 4 times the 8$ fee by mistake. The concierge chatting online didn't really listen to what was happening and didn't want to investigate or refund me, or let me speak with a manager. She disconnected the chat after 3 minutes of inactivity while I was retrieving information about the order and refund numbers.

I had to send an email, the employee understood immediately the mistake and refunded me.