Aritzia Reviews 172

Order placed from Europe never arrive. It takes months so sort out the refund.

Deceptive return policy that's much stricter than similar retailers, yet it's not disclosed on their website openly.

Anything on sale isn't eligible for a refund, even if it's 1% off. Anything over 50% off is final sale. This is clearly messaged upfront before you check out. However, anything on sale between 1-49% is only eligible for in-store credit. They do not message this anywhere on the site, such as checkout or on the item details page. It's buried in an obscure terms and conditions page. When I reached out to inquire why I received a gift card instead of a refund to my credit card, it was a hassle to get in touch with someone via chat and they kept disconnecting me if I didn't respond within 30 seconds.

I'll use my merchandise credit...then I won't be back!

I purchased a coat for my daughter for Christmas. I purchased it in October and asked if she could exchange or get a store credit if there was a problem. They said no problem.
She received the coat and loved it, but would have preferred it in another colour. She went into the store and was told they couldn't do it. Gave her a hard time. Embarrassed her and made it a big deal. Finally, they said they could only EXCHANGE IT FOR THE OTHER COLOUR if she purchased something else!!! Can you believe it!!! Quite a scam. Very disappointing! Will not be purchasing from them again.

The sales staff are very unhelpful.
I was trying on coats and putting a couple aside.
The sales person swooped in to return them to the rack,
Very poor attitudes from the sales staff.
They give the impression that you’re inconveniencing them by just being in the store.
A lot of shrugs and sighs.
No need to shop here when there are multiple clothing stores around!

If you order from UK, Aritzia will leave you to pay huge hidden import costs. Are response from their customer service below. I ordered an item that cost in the region of £200 and ended up having to pay FEDEX £123. Though the email below says I could have rejected the charges, FEDEX paid the VAT and import duties on my behalf and without my consent, and so it seemed the item would be struck unless I paid. Very disappointed with this hidden cost and with Aritzia’s failure to make clear the additional costs I would incur at the time of ordering. I wish I had checked trust pilot before ordering!!

Thank you for reaching out to us at Aritzia Concierge, my name is Maria and I’m here to help.

I understand you're looking for more information about duties and taxes for online orders placed on Aritzia.com. All international orders are subject to duties/customs fees. The prices on our website do not include taxes, duties, or shipping.

Depending on where you live, your country’s customs office may impose a few additional charges on your order: import fees, declaration fees, import duties (tariffs) and/or taxes. In some countries, orders below a certain value may not be subject to duties. This is often known as De Minimis value and is determined by your local customs office. For all online orders — including the purchase of gift cards — all the fees required for customs clearance are the sole responsibility of the customer. They will be charged upon arrival.

Aritzia has no control over these charges. For more information on customs, duties, taxes and other import charges, please contact your local customs office.

For your parcel to be released at the border, you will need to pay the total amount being asked. I do apologize for this inconvenience, Alice.

If you no longer want the package, you can refuse the shipment and the carrier will redirect the order back to us. Please let me know how you wish to proceed, ****.

If you need any additional assistance, please don’t hesitate to reach back out by live chat, toll-free at 00-800-42748942 or by responding to this email. Your case number to reference is ***

Pretty and stylish clothing, my daughter likes going, and the employees were very friendly in the store. They held my daughter's clothes in a dressing room so she could walk around and browse without carrying things around, and even gave recommendations. But, the return policy is not the best - will only give us store credit back instead of full refund into the card I used for her purchase, and customer service was not helpful online.

Not worth it if you purchase internationally!!
even though it says free shipping over a certain amount, you will get charged from customs!! Depending on the amount of purchase, it can get over 100€. So pay attention to the terms and condition in the website.

Quality wise not really great as advertised, some products like winter coat says it's 100% from responsible wool, but if you read closer in the details it actually has a mix of polyamide.

DONT ORDER IF YOURE FROM EUROPE!

I had to pay more than HALF of the price of my total order to the shipping company!!! They dont cover the costst and dont inform you beforehand. So dont do it its not worth it!!

Really strong advice you not to try and order through this website. I tried to order and my card was automatically added to an Apple Pay. I found this weird so froze my card immediately, I’ve since got several transactions appear on my account where my card has been tried to be used (thankfully as I froze my card, no money has been taken) just be careful!
I also emailed them to let them know and haven’t heard back.

A company that loves their way of doing customer service more thank actually doing customer service. They get off to their own ideologies and have blind faith in their own culture. They are in love with their own customers service modules instead of actually helping customers. They make money not because of their customers service but despite it. They have good marketing and are the only contenders in their niche. That’s why the do well. The customer service training presented by Pippa is outdated and ridiculous as I don’t believe she has worked in a store since the 90s. However every manager believes they are gonna be the next Pippa. So the follow along blindly lie to staff and bully ppl.

When you ship an item back, they give you store credit (a gift card) instead of a refund (even though their return policy says you'll get a refund). Super irritating, don't shop here.

I ordered a jacket for my daughter for our holiday vacation. I received an email over a week ago that the jacket was shipped and they charged my credit card. It has been 10 days since I ordered it and the jacket has not arrived. I called because the FedEx tracking says that they have not received it yet. The customer service person researched my order and validated that the jacket had not been received by FedEx yet.

She said the only option was to open an investigation as to why it hasn’t been received by FedEx. No option to express ship me a jacket or let me cancel the order and get a refund so I can buy a different jacket. They know I have not received it and it never got to their shipper. But they are going to hold my money for an unknown amount of time while they do an investigation. Sounds sketchy to me!

This is terrible customer service! Now we are going on vacation to New York City in late December and my daughter won’t have a winter jacket.

I will never buy anything from Aritzia again.

Customer service was very helpful. Love the super puff it keeps me extra warm.

Really awful return policy
To make international RETURN they will deduct from the order amount $45!!!!! I purchase a lot online and that never happened to me before :| I have to admit I contacted customer service and after lots of back and forth I convinced them to allow me to use my own post service and agreed to return me the full amount. But it was a lot of wasted time and follow ups :(

Like another reviewer said: beware because Aritzia’s return policy is awful. I’ve purchased from them last summer and returned things before so I never had this issue. I can’t tell whether they changed their return policy?

Anyway, I bought something last week that was discounted for sale for a measly $4 off. Not that serious. Not even 50% off. Less than 10% off. The discount was for no reason, so it’s not like I asked for it.

The tops ended up being too big so I wanted to exchange them for a smaller size. I live chat them and they told me that if I want them for the original sale price ($4 off per top), then the new order will be final sale and non-returnable because it's considered a "price adjustment". What kind of company does that?

Not only that, but when I said I’ll just return the tops (since I didn’t want to deal with the potential of getting a new item that still won’t fit and can’t return), they told me that the return of my original order would still be store credit or gift card only. This is incredibly infuriating because this item was less than 10% off and it wasn’t even a choice nor listed as final sale. Imagine buying a $200+ blazer from them and getting a $20 discount then being told you can’t return the blazer for a full refund if it doesn’t fit? Also, the person on live chat messaged me sounding really snarky like they're selling some $500 luxury underwear. Relax.

I’m tempted to file a dispute with my credit card company now because I never heard of such a horrible return policy. Because of this measly <10% discount, I'm forced to return this item online for store credit, PAY for the return, wait 7-10 business days AFTER they receive the items to get store credit and forced to re-order a different size at full price along with losing money from shipping. There's no guarantee that the sizes will be available in the colors I want after all this. And again, this is expected for scam websites, cheap companies like SHEIN but I didn’t expect this from Aritzia especially when their prices aren’t exactly low. I’m never purchasing from them ever again.

FYI: the 2 items I bought were the Babaton Knit Bra Top that retails at $48 a piece.

Invoice only said "Sale items marked at 50% off or greater are final sale." It's only if you go on their website and read the confusing return policy, that this is: "Sale items marked with a discount less than 50% can be returned for merchandise credit on an eGift Card if returned within 14 days of the shipping date. Sorry, no refunds to original form of payment for sale or discounted items." This seems like a scheme that they came up with to avoid getting returns and full refunds to customers. Do better, Aritzia.

[Edit] I've went ahead and filed a dispute because Aritzia kept playing games. For 2 weeks, they told me they refunded to my original payment (Paypal) but I've yet to receive it. I contacted them twice and each time, they asked me to speak to Paypal so I filed a dispute on Paypal. I've never had this problem with any other company that refunds via Paypal. I suspect Aritzia is purposely trying to get me to use the merchandise credit DESPITE agreeing to refund me via Paypal. I'm tired of companies constantly playing games.

To make international RETURN you will be PAYING $45!!!!! So just to send clothes back you have to pay that much . Who’s idea was this???? What the hell.

I’m from the UK and bought some trousers whilst I was in the USA. I tried them in store they fit perfectly, I got home put them on and they slightly ripped although they were my true size. Hence the reason for the 4 stars because I’d think for the price they’d wear a bit better. A bit of a difficult situation followed as I was leaving the US for the UK the following day and couldn’t return to a store in time. I contacted customer support via Twitter and they had round the clock, quick replies. I was offered a partial refund to cover the cost of the small repair but they could not reach me via mobile due to me having a UK number. Instead I was offered a gift card, which I accepted that ended up being 2/3rds of the cost of the trousers. I was relatively happy with this outcome. I know this is a long review but I think it gives a good indication of their customer service staff - whom I found to be pleasant and responsive. I would however put a word of caution to international shoppers that they are not equipped to communicate with international numbers etc. something I’d expect. And aritzia if you read this please open a store (or 2) in the UK, we’d love your clothes here!

My top came with makeup stains literally all over it. Obviously I was sent someone's return and Aritzia did not quality check before sending it to me.
I was offered 20% off the item. I denied as I don't want a top with stains, I was then offered 25% instead. Absolutely terrible and unprofessional. Payed 78$ for a top I can't wear.

I purchased a pair of vegan leather pants. The quality was great and the delivery was very quick. No complaints at all! It was my first time shopping from this brand, but it won't be my last.

Customer Service has always helped me when needing to return, or when a package went missing or was stolen. I would say they abide by the golden standard of helping their customers when things go wrong.