Their customer service calls themselves "concierge" but they are anything but helpful. A luxury retailer should come with more responsibility to their customers when something goes wrong

I bought this beautiful sweater at Aritzia store SOHO NY about a year ago. Did not have it to wash until this year. Followed care instruction as described on the label- my sweater shrunk 3 times, totally unusable, it was expensive. When I reached Aritzia Customer Service they would not move forward without having proof of purchase which is unavailable after 1.5 years despite the fact that it was only Aritzia brand sweater, nobody else carries it. So I was actually screwed out of sweater and my money.
Guess what, my daughter and I spent a lot of money at Aritzia in the past but I will not patronize this store any longer and would advise everyone to stay away.

I purchased a super puff in 2023 for my daughter, one of which Aritzia claims to have a life time guarantee for. Recently the zipper broke and does not go up or down. We have sent all the required details as per Amanda from the Management Team at the Concierge. The response from Amanda stated that they could not exchange or refund the item. An exchange is all we were asking for. Amanda sent what looks like a standard script for clients.which is absolutely unbelievable as a consumer, not to mention the prices we pay for their items. A broken sipper is not normal wear and tear as she states in her reply.
In turn I escalated to the next level of management. He name is Nives. Very rude and should reconsider her role as next level team manager. Have been a manager for many years for one of the top financial institutions in Canada and never have myself or my direct reports taken this approach on our clients. We have shopped at Aritzia for many,many years and we have never been treated this way. This experience will be passed on to friends and family and will boycott Aritizia moving forward. Two very dissapointed customers.

I placed a large order. The package did not contain one of the items. They charged me $100 for a sweater they didn't send! I contacted them and they said "According to our records, this item was shipped in the package along with the rest of your item." Are you kidding me? They claim I would hear from their "internal review" in 3-5 days. I emailed them after 5 days. No response. I waited, nothing. Almost a month later I called them - 45 minutes wasted on hold - then all they can do is "escalate the claim". Another 1-3 business days was their repeated scripted reply. They say it's taken so long due to a high call volume. Well, that does happen when you charge people for items you don't send and then waste multiple calls and emails not dealing with it! You can't talk to anyone that can actually do anything. What a RIP OFF. If they don't resolve this in 3 days, my only option is to spend another hour of my time contacting someone there that can't do anything. And a BBB complaint, I guess.

The store's order modification process is horrible and very inefficient! Not worthy the time for just buying a jacket.

The received product is not matching with the one from the websites' photo.
The customer service is playing stupid and refuses to waive the shipment costs even though they sent the wrong product.

I was the last one at the mall of America store on Saturday, January 6. The salesperson knew full well that money was an issue for me and walked me through the store getting more items for me, telling me that they're such a deal that they're on sale, indicating that I csn review what I got at home with home lighting. That I can always decide at home and bring back what I don't want. None of the three let me know that it was final sale. They even talked me into buying a hat at the cashier. There was no mention that the $600 in merchandise was final sale. Disgusting.

Ashley at 5ave. On the fitting room was helpful. Thanks you for having her, I was able to get what I needed.

I got a winter jacket that never shipped even though i ordered with priority shipping, I had to call two weeks later and they told me, "well i guess you were never going to receive the jacket!" They refused to return my payment on anything but a gift card when I need a winter jacket asap and the store was sold out in my size. They then gave me the option to drive to the original store 8 hours away to put the money back on the original card. They were completely unapologetic. I was also on and off the phone for 3 hours.

Received a Sunday Best Peggy sweater as a gift. Washed it with care as per instructions. It shrunk to child size. Aritzia does not stand by its product as they would not offer an exchange. It was a gift, I did not have a receipt. It is clearly Aritzia's merchandise. I would give 0 stars if I could. $128 sweater now worthless.

I have been very disappointed with aritiza as their quality has declined over the years, I have experienced major pilling with all there clothing items. The seems and hemming are done sloppy and is simply not worth the price. They call themselves a "luxury" store, but their quality doesn't met those standards. I advise everyone to save their money and shop elsewhere as aritzia is using cheap materials and charging over 100 dollars for something that will only last one maybe two wears.

Aritizia is the worst. They have the worst policies of ANY store I have ever been in. If you need to return something that you order on line, they make you present the original email even though they are able to pull it up in the store (because the manager did that when I couldn't find my receipt and only because I spent about $2000 over the few weeks before). And recently I ordered another$1000 worth of merchandise with the advertisement that I could get up to 50% off. Of course all my items were only 10% off and when I went to return 2 of the 10 items, they told me they were final sale because I got a 10% discount on them. That is outrageous and highway robbery. Nothing said final sale in it and if it did, it was microscopic so you wouldn't notice it. I put up such a stink in the store that they gave me store credit but I don't even want to ever step foot in that place again. They are theives. I have three daughters and it has been my go to spot for them but never again!

My first and I now am sure will be many other trips to Ariztia. In this day and time customer service is the connection that I always appreciate and look for while shopping. I'm very pleased with the friendly and personal attention that Elizabeth provided to me while at the store on St Catherine street in Montreal. She was both attentive to me and helpful with offering alternative choices to my interests. Aritzia, you have a jewel here as an employee and she deserves good reviews and attention. I am one very pleased customer and will surely drop by to visit the next time in town…bravo to you Elizabeth!…Helen from VT.

The Babaton Sontag Linen Pant is completely see through. The linen quality is very low grade and thin. I would size down but I'm not sure the sizing is consistent :(

I order online and after few days they return my money back because they said that don't have the items anymore this is the worst place to buy clothes this happened to me so many times.

Lied - lost package- bad customer service- never shop at this store- ruined my daughter's graduation and didn't even apologize

Aritzia used to be great, good quality, worth the price but now not so much. Recently, I always leave the store feeling unsatisfied and unsure of my purchase. I feel rushed and it doesn't help that the return time is only 10 days. Most of the time I'm not able to make it back by then. I recently bought a skirt for $80 and when I tried it on I loved it but since then it has been falling apart rapidly. The hook above the zipper on the back COMPLETELY fell off within a few weeks and there are loose threads everywhere. I always make sure to follow the proper care instructions so this is outrageous. Worst part is Aritzia won't listen and will continue to charge outrageous prices for cheaply made items. I used to be able to trust that Aritzia would use high quality fabrics but now its all plastic and polyester. ALWAYS check tags!

That's not all! The employees at Aritzia are almost never pleasant people. They are very snobby and pretentious. They always put on a very sarcastic and pretentious voice, very fake and rude. They are always laughing around with coworkers and refuse to acknowledge me even when I call for help. Either that or they're constantly bugging me, making me uncomfortable. Almost opening my curtain and asking me if I am okay every single second. I appreciate them asking but opening or getting close to me is unacceptable.

Oh and lastly, I ordered online and for my item to be picked up in store. I repeatedly asked for a size S instead of XS. The worker even asked me twice and specifically said "You would like an S right" and I said yes both times. When I went to pick up guess what size it arrived in. SIZE XS. I was incredibly angry. I needed that top for an event quick. Thankfully their shipping time is small but still.
Might boycott Aritizia at this rate.

Terrible terrible experience. There was a mix up in the mail and they received the wrong items so they reached out to me and said if at the end of the day I don't reply they would throw all my stuff. I replied literally the next day since it got sent to my junk mail. They said sorry we throw everything in the garbage I lost $300 and the lady on the phone told me she would refund me told me to send her the receipt and everything then calls me back and says nothing I can do to help you not our problem. She gave me false hope that they would try to work with em to resolve this issues

I have been a regular customer at Aritzia for a while now but I have come to realize how terrible their service is and how snobby their employees are. I have shopped at Aritzia a lot and I a button break in half on the fly of my cargo pants and they refused to even send me a new button. They have some nice clothes but their policies are terrible compared to other places that I shop at. I do not recommend shopping here because they will not help you out at all and the prices are very high for the quality.

I ordered 2 gaming chairs and they scammed me and sent me a ring. Just wow! Never again. Chairs was for my sons and he kept asking where are they at.