I usually never take the time to write a bad review for a product; however, I was so disappointed by the way this company's customer service that I decided to this time.

On Wednesday, August 24th, a package worth $296 was supposedly delivered to my home (one day before the estimated delivery window closed). I received no delivery confirmation from Aritzia, so I waited until the end of the estimated delivery window before checking the tracking number on FedEx. I was surprised that the package was marked as delivered and contacted both FedEx and the company. I never heard back from FedEx and Aritzia took days to reply, saying that they would launch an investigation. By that time, it was too late to file a missing package claim through my credit card. Another few days later, they replied with a blurry photo of a nondescript package taken by FedEx. In the years I've lived at my residence, we have NEVER had any package stolen of the hundreds we've had delivered — I'm still attempting to see if any neighbors have footage of what happened to the package... What was TRULY disappointing was the way Aritzia's customer service team responded in light of the situation — when I wrote them asking how to proceed, they responded (days later) saying that they would offer no refund or replacement, and followed with this:

"Our goal is to provide world-class service and seamless order experiences. In an effort to deliver on this, we will no longer be able to ship online or boutique orders to you. We very much welcome you to continue shopping in our boutiques and hope to see you there soon."

So not only did their customer service team take forever to reply (which caused me to miss out on other opportunities to potentially be refunded for the still-missing package), but they not-so-subtly accused me of theft right off the bat. It was my first time shopping there, and I can say without a doubt that it will be my last.

My teenage daughter loves this store, but she has to shop online. She overpurchased recently and I had to help her return things -- some overdue, etc. The Aritzia Concierge service was polite, good humored and helped us return things from multiple orders. I would encourage you to shop online at Aritzia if you like their clothes as they are great with customers.

Their customer service and logistics is completely stupid for a company this big. I purchased something and mistakenly purchased the wrong size, which i noticed unfortunately immediately after i made the order. So I email them asking to modify my order and I get an email saying it will be handled and someone will look into my query within 48 hours. Fairly normal and standard so far, but in the next few hours, I get an email saying they can't make any changes and that I had a 30 min window to make an order change. Like WTF? I've emailed multiple companies before (big and small) to make changes and i've never had any issues like this before. You really only give a customer a 30 min window? It hasn't even shipped yet? Like you're a huge multi-million dollar company and you can't even make a change in order. I've had significantly smaller and larger companies be able to accommodate a change that was notified to them immediately. This is such $#*!ing terrible logistics and customer service! From a big brand like Aritzia, this is not acceptable!

Placed an order online when they were having a sale, and received someone else's order in the mail. I called their concierge and they told me to return the items in order to receive a full refund. I won't be able to get a replacement since the item I ordered is sold out. $#*!ing ridiculous, I have to inconveniently make a trip to return items that they made a mistake on, and nothing was offered in exchange.

What a joke to call themselves customer service. I had ordered a jacket online and it arrived damaged, okay no problem i'll exchange it to get a new one. Went to my computer to find that the jacket was now sold out. Decided to reach out to the concierge service to see if they can give me a full refund or at least a bigger discount. (You can ONLY get store credit back and not a full cash refund). They made me send them all these photos of the damage... just to come back two days later and say that they can help me... with an EXCHANGE. Like an exchange that i could have done myself? Jesus. It's almost patronizing. Now my choices are either: a) Keep the jacket that arrived damaged or b) return it and have a 200$ store credit on my hands when I didnt want anything else. They really need to do better, they have been pissing off their core group of customers for MONTHS now. Maybe they are focusing more on their US side and forgetting about their Canadian based consumers.

Hello. I have returned my order to this company and the track number says delivered to this company and signed by this company. But the company says they haven't received anything. I used their return label.
Already start the dispute with my bank against this company.

I gotta say I love most of the stuff I buy from Aritzia. I also like that it has resale value, so if I decide I'm done with it someone will buy it off marketplace or something for a decent price. But I'm so disappointed with their return policy, I feel like they rip money out of my pockets. I bought a hoodie and pants in the same transaction and used up a gift card that wasn't enough to cover either item alone. When I returned the pants, they gave me the gift card before refunding the rest to my bank card, though I kept the hoodie. Makes me mad that they lock in my money like this.

I would like to file a formal complaint and say that I am very disappointed with Aritzia's policy.
In my opinion, you shouldn't play with customer expectations in this way. If a product is available for purchase and has been purchased, you should deliver the product. I honored my payment and stayed 2 days counting on the purchase and I was calm for having made the purchase for my mother so I stopped looking for another gift. It was a gift for my mother who is turning 60 and has always loved the brand and I sent her proof of purchase and she was very happy. Now I need to inform you that she won't have the coat she's always dreamed of I don't have anything to give my mom for her birthday party.
It's not fair and I think the brand should treat the customers' wishes with more care and respect.

After making a few purchases from Aritzia for myself and loving the amazing cozy and soft fabrics and great quality of the pieces, I decided to order a Super Puff vest as a Christmas gift for my mom who lives in Europe. Through some confusion, the package got stuck at customs and I did not receive any emails or updates from Aritzia or DHL letting me know that it had arrived and I could pay the customs fees. Since two months passed before I reached out to customer care (my mistake was waiting that long!), the package was exported and could no longer be reclaimed.

While this was really sad news, especially because Christmas passed without my mother receiving her gift, the Aritzia customer care team did an amazing job reaching out via phone call and trying to find a personalized solution for me. For personal reasons this was a meaningful gift, and I emphasized that I would rather my mom receive her gift than get a refund or store credit. The customer care team, and specifically Lindsay who I spoke with via email and phone call, went above and beyond and offered to ship the vest straight to my mom if they do receive it from DHL (which could take up to 2-3 months) since it was completely sold out. She also gave me the refund and the gift card, which was extremely generous and a super meaningful gesture.

Overall my experience with the customer care team at Aritzia showed me how much they truly value their customers. I fully recommend this brand to anyone looking for great quality, impossibly soft fabrics and flattering silhouettes.

I bought a pair of leggings online. The first pair has several ridiculous black lines, then I asked for an exchange, The second one has multiple holes, then I asked for exchange again, the third pair still have one hole! I contacted their customer service, she said she bought several pairs too, all pairs are in great condition! So I am a picky customer? So rude!

BUYER BEWARE! This company has beautiful clothing and the quality is great! I won't take that away from them. Their return and sales policies are AWEFUL! Just know that their clothes are expensive and hardly ever on sale. If so buy a full priced item, you can only get your money back within 10 days of purchase. If you buy an item on sale, even if it's $1 off, you will NOT get your money back on a return, you'll only get a gift card. If you order online, it's not of the sales receipt. This is not clear ANYWHERE! If you purchase items during the Christmas holidays, always say "This is a GIFT", so that gift item is marked on the receipt (non sales items only). If it doesn't say GIFT ITEM, you can't return for cash after 10 days. If it says GIFT ITEM, you'll have until early Jan to return (this year it was 1/10/22). They say NOTHING about this when you ring up clothes in person and I'm not sure at all how this is done online. These sales practices are very underhanded and deceitful to the customers and they DON'T care. I put a claim into BBB.org and they just responded with BS. It felt like an auto response. You'll get no justice there nor will you get heard.

I tried for 2 months to retrieve an order online for a coat that I ordered.
The first order was delayed and I missed the package and already left the country by the time it arrived. They claimed they couldn't do anything which is just false. The package ended up getting sent back after all. I had to dispute the charge with my credit card company because they were so unhelpful.
I tried ordering another coat and the order got canceled twice, without any notification.
In the end, I never got what I paid for and spent hours trying to solve it between them and my credit card company. Awful customer experience, if they don't change their ways, no one should try ordering anything from them online. They really just don't care about giving good service. So disappointing..

Shipping takes weeks to months and they will not refund back to card, only store credit. Leather jacket seams cheaply made and had white makes on it. Trying to get ahold of someone takes hours on chat and they do not return emails. Very unfortunate I fell for this company that I had never heard of, due to an influencer on YouTube I liked.

Quality of products is horrible. Paid $80 for a sweatshirt, washed once and the color came out in random spots. You almost feel bad for customer service team because they have to stand behind their bad products and policies. They knowingly sell defective products and target young people into thinking it's "high end fashion." They're an unethical company that pays and treats their people poorly. The CEO is a disgusting privileged white male that is taking advantage of people and our environment by producing garbage clothing. I hate to even give them one star.

Over the years, I have purchased hundreds of articles of clothing from Aritzia for my daughter because they have fashionable clothes in small/petit sizes. Their customer services are absolutely horrible for a Canadian company. I bought a shirt for my daughter from one of their American store in Los-Angeles California, where I asked if I could do a size exchange or return the shirt in Canada, to which they said yes. Upon my return to Canada, I noticed that there was a snag on the sleeve, so I went to one of their stores to exchange it and was unable to do so because all the same shirts had some snags or some damage in the fabric somewhere, so I had nothing better with which to exchange the shirt. I was going to exchange it for something else, but they refused to count for value in American dollars which I initially paid in California. I asked the manager to consider that I had paid the amount in American dollars and was then told that they don't have American/Canadian exchange (even though I purchased the shirt under a Canadian Aritzia account in California without any problems) and they don't have any policy for my situation. I talked to their head office and was told that their American branch has nothing to do with the Canadian branches and was told my only chance to exchange the shirt was to go to united states to return the shirt. Previously I had other issues with returning other items to Aritzia, but I continued to shop from there because my daughter likes their styles, meaning that Aritzia is taking advantage of their young targeted audience by not offering proper customer service to a generation that is likely to sit down and take the abuse, rather than fighting back and getting what they deserve. They have a return policy of only ten days, which is an outlier amongst Canadian companies. In ten days, a product likely won't be delivered if purchased online, so the return period is lost before the product even reaches its buyer. I'm leaving this review in hopes of spreading awareness of Aritzias poor customer service and the impossibility to return products to Aritzia.

I have shopped here for myself and 3 girls for a while. The products they sell are generally well made and comfortable. I will no longer shop here as a result of their shady and unreasonable business practices. I bought many items for my girls for xmas and went to return one early because I knew it wouldn't work due to the fabric. Had only received the item two days before trying to return and went online to set up return. The holiday return policy stated Jan 10th would be return deadline, which I checked before purchasing. However, all my items, including that one were marked as non-returnable (again, just two days after even receiving this). I wrote customer service, they said I didn't tick a little box that says "gift" so the holiday return date doesn't apply to my orders, exchanged several emails and they still won't make an exception and mark my orders accordingly even though I am well within the holiday return window currently. Terrible business practices and customer service. They just lost 4 customers for good.

Their website charges sales tax to some items to PA. There is no sales tax on clothing in PA by law (with some exceptions which the mens superpuff does not fall under). I contacted Aritzia concierge BEFORE making the purchase about this and they assured it it was their system issue and that I'd be refunded the sales tax. But now they're refusing to refund me. Illegal tax practices!

My item arrived over two months after it was supposed to. I had originally attempted to cancel my order after waiting for my order to arrive on the date it was expected to in August. I was then told that it would come at the beginning of October only for it to arrive in November when I am no longer at the address. The customer service is a joke and did nothing to fix their mistake.