Aritzia

First off, a lot of their items are beautifully made and are made of nicer materials than a lot of pieces at this price range, which is why I'm keeping 2 stars. I am, however extremely disappointed with the responsiveness of the Customer Service team with regards to an order I placed. This will be the last time I shop with Aritzia, at least online. I placed an order before their shipping cutoff for same-day shipping and followed up numerous times to check that it will be shipped. I even paid for overnight shipping, but got the runaround from their CS team (I posted a full, detailed account on their FB page). After a lot of grief incorrect shipping/tracking info causing much confusion and 4 business days later for an "overnight" order, I still have no idea where the package is and was told to wait up to 48 hours to receive clarification as to where it is and boilerplate/canned answers as to how "sorry" they are. As a customer, I am very disappointed that no proactive action is taken for an order that is selected for overnight shipping. At this point, if the package is truly lost, there are many things they could have done (e.g. offer to send a replacement order overnight, offer an additional discount, offer to cancel the order/refund my money). However, I was offered none of these things because "when your order is already in transit we can't do anything." I understand that with the holiday season you are busier than usual, but given the market position and price point of your brand, I expected better, more professional level of customer service for your customers, especially those that paid for overnight shipping of their orders. It's clear you have many issues communicating/sharing crucial information within your company's many different business units, which (at no fault of your CS employees), prevents you from having full visibility on your operational process and providing acceptable customer service. I hope someone is able to solve this issue for me very soon.
7 years ago (19-12-2017)

BUYER BEWARE!!! One of the cashier, approx. 5'2, solid shape, mousey blonde her, late 20s early 30s...this cashier tried to scam me by pretending to issue a fake refund and not issuing a receipt for proof and then made a huge stink about it without apologizing. It was a busy day and she scanned in my leggings but the refund transaction did not go thru on my debit card so I immediately informed her but she said not to worry because it went thru and just gave me back my original purchase receipt. I stepped aside and trying to figure out what was going on and went back and politely asked for my refund slip back and she brushed me off for about 15 minutes to to the line up at the cash. Finally another salesperson approached me and I explained the situation in which she went back to the original girl who went thru her entire drawer where they file all the receipts and was not able to locate it anywhere. Took back my orignal receipt and thru the transaction no. indeed it showed I was not refunded at all. Once I got my refund back, she threw the receipts at me and asked if I was happy now. I filed a complaint with Aritzia customer care and will NEVER go back there again. Hope she gets fired! Thank you!
9 years ago (16-02-2016)