Aritzia Reviews 

Steal customers money as a large corporation and fail to follow their own websites refund guidelines

Aritzia does not honor their words as written on the company website. I had a gift card lost/stolen from me and they said they cannot replace it because I didn't have the gift card number (how can I have the number if it was lost)? They did not take empathic ownership whatsoever and found a loophole explanation and stuck with it--terrible!

2 out of 5 items I got from them ripped at the seems within the first few months of owning. I wore theses peices very few times. One was a dress that actually fit me a little loose, and it had a stretchy material. Burst right in the kid section of the dress so I had to hand sew it back together myself. The second item was workout leggings, which were the worse leggings I’ve ever bought in my life. The ripped right between the things on both sides. No from being stretched. Just from simple wear and tear. After that i decided to never shop here again. Not worth the money.

I purchased a hoodie on January 22, 2026. I went to return it today and was told that it was over their 14 day return policy. That is a very short time frame. On top of that I was told I would only get a gift card even if it was within the 14 days because I used PayPal. The cashier told me they can’t confirm my payment when paying through PayPal. I will never purchase from Aritzia again. This is one of the most strict policies. There should be at least 30 days for unworn, tagged items. Other stores accept refunds for PayPal purchased items. Perhaps their computer systems are archaic.

A Refreshing Customer Service Experience That Truly Nailed It

After hearing so many mixed reviews, I recently had my own experience with Aritzia's customer service and it was absolutely exceptional. They completely nailed what great support should feel like.
I needed help with a return; from the very first contact, the experience was seamless. The concierge was not only responsive but genuinely empathetic and solution-oriented. There were no robotic scripts or frustrating holds; just clear, friendly, and efficient communication.
What stood out was how empowered the agent was to solve my problem. Instead of encountering rigid policy pushback, they offered a fair and practical resolution that I was not expecting but appreciated the resolution. I had visited two locations this week and can honestly say Fairview Mall and Yorkdale; the experience was nothing short of amazing service from both location’s for going above and beyond.

I wanted to share my experience with an Aritzia Cocoon Coat purchased in October 2023 (approx. $700 CAD), in case this helps other consumers make informed decisions.
After less than two years of occasional wear (no dry cleaning, no misuse, no unusual exposure), the wool surface and sleeves developed significant pilling and visible deterioration. I contacted Aritzia Concierge and provided photos. Their response was that this does not reflect a quality issue and that Aritzia does not guarantee quality concerns arising from natural use over time, stating they are not liable for concerns that arise between the date of purchase and now if it is considered “normal wear and tear.”
At this price point, I expected durability comparable to other premium brands in the same range, many of which offer repair services or further review for premature wear. A $700 coat is a meaningful financial commitment for most people (that’s roughly 35 hours of work at $20/hour), and it doesn’t seem unreasonable to expect it to last longer than two seasons with light use.
What stood out to me was not just the wear itself, but the lack of any option for repair, assessment, or partial solution — just a blanket “normal wear and tear” explanation. For a brand positioned as premium, I expected some level of accountability for longevity.
From a consumer perspective, it raises broader questions about value at premium price points when durability is not supported beyond a short timeframe. Higher pricing combined with limited post-purchase accountability can create strong margins for brands, but leaves customers bearing the full risk when products do not hold up as expected.
On a practical note: the shedding transfers onto my dark work clothes and makes me look poorly dressed at the office, which is frustrating for something marketed as premium outerwear. If anyone has effective suggestions to reduce shedding/pilling or restore the wool surface, I’d genuinely appreciate your advice.
I’m sharing this to raise awareness and to understand whether others have experienced similar issues with the Cocoon Coat or Aritzia outerwear in general. If this is a broader pattern, it may be worth documenting trends and raising concerns with provincial consumer protection bodies in Canada.
If you’ve had a similar experience (good or bad), I’d genuinely like to hear how it was handled.

I bought a Super Puff H20, a $500 jacket, two seasons ago. The zipper has broken and I’ve probably worn the jacket 20x. They refuse to even repair the zipper. Horrible quality clothes, horrible customer service.

The amount of horror stories I see about this company refusing their legal obligation to provide the products people have spent large amounts of money on, is truly shameful for such a large company. Sincerely Aritzia, do SO MUCH BETTER.

Same complaint Christmas present shipped out item on 12/19/2025 arrived 12/31 shipped back to them on 1/05/2026 and they want to give me a gift card for my return. Nope this took during the holidays 12 days to get to me and because they state from the shipping date is when the time clock starts nope not during the holidays when travel time extends my entire ship back time frame. Horrible company one and done this company is the worst.

UNHAPPY CUSTOMER
The SupersUnug Puff Long Jacket - Size L

I bought The super snug puff jacket through special order from Aritzia store at Vaughan mills. I received the jacket in April 2025, almost end of the last winter.
I wore the jacket for the first time November 2025. I have worn this jacket only few times because I don't go out everyday. The jacket is already ripped at 3 different places. I called Aritzia customer service to report the situation. This was followed by exchange of emails with five different representatives, sending several pictures, eventually they told me nothing could be done about it.
It's very disappointing. At this price point, I expect a good quality jacket. not a jacket that cannot last for one winter.
I will not recommend this jacket at all

I had an unacceptable experience with Aritzia customer service. A live chat with stylist Vincent dragged on for nearly an hour and accomplished nothing. I ordered a polo that bled, and Aritzia confirmed it was a product integrity issue. I was lucky it didn’t ruin my washer or dryer.

When Vincent failed to resolve the issue, I had to call in and speak with Maddy. I was told there would be a 30 minute wait time. They called back almost immediately after I held my place in line. Her only de-escalation tactic was repeating “Mhm, I completely understand,” while offering zero solutions. She is clearly untrained and unsupported by management. Here’s a tip: when a customer is frustrated, stop deflecting and take ownership. Agree with them when they’re right. Refunds do not come out of your paychecks.

Despite acknowledging the product defect, Aritzia never issued a refund. For a company of this size, this level of incompetence and lack of accountability is embarrassing.

Purchased item for Christmas present. Returned as I exchanged for another colour. The return was put back on a gift card, not my original form of payment. I do not wish to purchases any additional items and customer was no help after contacting several times. I am glad I never purchased additional items as I had planned I would’ve been out several hundreds of dollars. I will never purchase an item from this company again. There are several other brands to purchase from with a great return policy.

What is company is doing can't be legal. You buy something on sale and then you can't get your money back? WHAT!!! That is a scam. Someone needs to step in for the people and do something about these horrible practices.

Aritzia is the worst company to ever deal with. Not only for customer service but their clothes are horrible quality. 1. I got a package stolen and they refused to refund me so I am now out $200. Now I can’t place online orders and I refuse to go into a store to buy makeup stained clothes. Their refund policy is also a joke - I have store credit for a place I’ll never buy again.

please avoid!!!

I bought a super puffy jacket aritzia after a few wear the feather comes out in different parts of stitches and I went in person and said this is not quality of aritzia and yes! This is not cheap! I emailed and there respond was not quality issue of the garment and if so they need to pulling me back the feather inside 🤨not worth my money!

I couldn't hate Aritzia more. I didn't get my 800cad order and it's been a pain to get a refund. It seems I will be losing 800cad. I won't be purchasing anything else from these thieves.

Aritzia store dependants are rude, work more as gatekeepers, for returns and exchanges, bad quality of clothing and no accountability. They refused to exchange an item
For a different size in boxing day- no returns no refunds. The quality of the textiles is poor and the pieces are often defective. High prices for fast fashion- Rideau center in Ottawa recognized for bad service, gaslighting once you ask for a return or refund, the reps are dismissive and do not hear the customer. I have two teens and we all felt mistreated today in boxing day, I will come back tomorrow for a full return and never come back

Horrible. Im still waiting for an egift card ordered 7 days ago. Its not that hard. And its an egift card. Should be pretty quick via email and yes i did vsrify my junk box, trash and inbox.
I called them so comes down to it they stole 100$ from me.
DO NOT DEAL WITH THIS COMPANY

You’ll be hard pressed to find worse customer service if you’d like to
do even a straightforward return, they’ll do everything possible to not refund you even within their own policy. Absolutely brutal. Having to file a fraud claim now to get my money back. They will lie blatantly and not honour their own return policy and hope you don’t know better. Never seen anything like it. Will not shop here ever again.

my dissatisfaction with a recent experience involving an online gift card purchase and subsequent interaction with an Aritzia store.
I inadvertently did not select the e-card option when purchasing a gift card. I received an order confirmation and was advised that the gift card would follow separately. In the afternoon, I contacted the store to follow up and was informed that the card was being mailed. As I required the gift card for Christmas Eve, I attempted to cancel the order in order to purchase one in person. I was advised by the sales associate, Kyla, that the 30-minute cancellation window had passed, despite being told delivery could take up to an hour.
I found this policy contradictory and the communication unclear. Additionally, I was disappointed by the lack of flexibility and customer care demonstrated by the store during this interaction. The issue was not resolved, leaving me without a usable solution during a time-sensitive situation.