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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.

Horrendous cost for super puff jacket to be delivered to the UK on top of an already expensive jacket. Was not made aware of this on aritzia site before purchasing that customs costs would occur and buyer liable for those costs. Now just seeing other reviews that jacket not worth the money! I wished I’d read these reviews before purchasing. Lessons learned and won’t be making these mistakes again. Still waiting on jacket to be delivered now outwith their delivery times. I would avoid buying from here if you live in the UK

Great experience and fast shipping within two days.

I went shopping with my daughter, the sales women were very nice and helpful.
My daughter chose 3 shirts and a blue flare pants legging.
When I washed the legging even if the dark colors, it stained the other clothes.
For that price (more than 50$), this should not happen. Or we should be being aware of that.
Otherwise the quality of the tops seem to be good the materials are good quality and it also look very good.
I will go back, but I will make sure to tell them about that pants problem.

Don‘t order from there if you‘re from Germany. I placed my order on the fifth August. I ordered some really cute cargo sweats for my birthday. The shipping time on the website while ordering said "4 to 7 business days" for standard shipping. I ordered and didn’t get any shipment update for 6 days. So I contacted the customer support, who was not helpful at all. They just told me to be patient over and over again. They tried to tell me that weekend’s aren’t business days, which is funny because my order got delivered on a Saturday. I explained to them, that in Germany Saturday’s are business days, but they were just ignorant and simply rude. Finally, on the 17th August my pants arrived. In time, before my birthday. I was really happy when they arrived, although the quality was a little bit lacking. D; Would not recommend because of the fuss.

I have made two purchases with this company. 1. The super puff jacket. It was expensive and the quality is low. The seams are flimsy and the fabric easily picks up debris when you sit and move through the world. 2. Despite this first purchase I made a 2nd one online for two items with a purchase price of close to $400. I did not receive the items and when I reached out to customer service the team said there was nothing they could do. The customer service is awful, quality of product is low and the prices are high. It just doesn't add up.

Terrible experience at this clothing store. (Hill Crest Mall) We bought a sale item and the clerk egged us on by saying we could exchange and get a refund. But this was not the case. The girl who claimed to be the store manager was not professional at all and made me feel that the quality of this clothing store was poor. It doesn't even compare to Canadian brands like Lulu, Arc'teryx and Root. No more visit ever.

If I could not add a star I would.
I bought a jacket in Aritzia at the annual sale in Vancouver. When I arrived home, I realized that the jacket was damaged. I called Aritzia customer service and they said that there is nothing they can do and that I should have had checked the item. Also he proceed to tell me to take the jacket to a tailor at my own cost. The jacket was more than a hundred dollars so it’s unacceptable to take my money and not fix the problem; it’s basically a scam.
It is extremely disappointing of Aritzia to scam customers by taking the money for damage goods.

Ordered a gift card and it wasn’t delivered to email. the money was taken out of my bank account I called the customer service number- after explanation I was told to call another number which processes orders. This person said the investigation would be completed and I would be notified in 3 hours. 9 hours later I received an email that they could not process my order and I would have to wait 48/72 hours for refund. If the refund wasn’t issued I would have to follow up with my bank. I received no support from Aritzia and now must handle the problem myself to ensure money is refunded

This store at Hillcrest mall, Richmond Hill Ontario is an absolute nightmare.
I went back to the store for an exchange. I tried the one size up and it was perfect. The girl (the salesperson) at the fitting room took the right size top from me. She said she will leave the new top inside my bag. After I finished changing. I went to the desk the cashier handed in my bag; and I left. In a heavy rush hour tragic I went back home. When I got home I took my new top to hang it, shockingly I saw the original purchase size inside my bag!!!!! I had to go back to the store immediately because I needed to wear it to my friend’s party.
It took me another hour to go back to the store. When I explained to the girl ; she said oh I am sorry the cashier must have forgotten to exchange your top. It was absolutely rude unacceptable unprofessional and extremely strange. I would never go back to this place. And I recommend stay away from the salespeople at this shop.
If you really have to buy clothing from this store go for trying and order it online.

the customer service is next level POOR. the item in the store is not "cheap", honestly is pretty expensive. The online return policy on sale item is impossible. I filed complaint, all of the staff handling just copy and paste the policy. I CAN read- even the management is rude and offending me. Keep questioning me like I have no money to shop there. A few staff to highlight on being poor customer service is Maddy, Kate , Sarah.
Please train your staff.

They have the worst customer service and it takes them forever to come up with a solution that ends up being unsatisfactory. In the past month, they have sent me two orders with the wrong items. One was someone else’s order completely. The items from my orders were now sold out and I couldn’t order them again. Their solution was for me to go out of my way to both times - once to the store and once to FedEx - both being downtown so I had to pay transit costs to get there. They didn’t offer me any discount codes or any way to make it up to me and instead tried to push me to order from them again! Don’t think so - steer clear of ordering from this company.

I am very disappointed because we ordered something through one of their stores in Toronto knowing that the item was available. After 10 days without receiving the package or any emails regarding the shipping, I decided to call the customer service. The girl was very kind but I was told that the item was not available anymore and I would have received the refund going back to the store where the order was made.
Very disappointing that they are not able to have their website or availability updated in real time not even for their stores.
And if I would have called them I might have never known what was going on!
Not expecting this from a store like this and with so expensive things.

I ordered an item of clothing to the UK with free delivery. The item didn’t fit so I returned it. All seemed fine and well until I was quoted around $45 for the return, something which I was not made clearly aware of before my purchase. This charge was written in small print somewhere on the website and it could be made more obvious for buyers.

After agreeing to pay the return price, I thought this would be the end of Aritzia’s extortionate return prices. This was until I received a letter from FedEx asking for £109 in taxes (around 50% the cost of the item itself), alongside an absurd letter in the same envelope from Hungary demanding approximately €2000 euros for ‘premium insoles’ and other items which I did not buy. I asked the customer service about this second letter inside the FedEx envelope and neither they nor FedEx could pinpoint where it came from. I lost trust in both Aritzia and FedEx as companies.

I will never order from Aritzia again- this is the worst experience I have ever had with a clothing company.