Has anybody had any luck with concierge? I’ve tried to do chat and they can never get me into contact with a stylist. I’ve called three different times on different days waiting up to an hour until I give up. Im trying to figure out how to put my gift card info on the app so I can also get the 20% off but haven’t seen any other posts about it 😅 help!

Update: I called and used pressing 2 (modifying order) instead of other questions and they said there is no way to add the giftcard on the app and can’t be done on their end either. So it’s between using the giftcard card no sale or 20% lol this is so dumb!!! Lucky to whoever was able to use both.

If anyone is interested, I have an update from the email I sent to concierge yesterday re: their return policies and being granted a “final exception” return.

I received an email from someone who claimed to be in leadership at the company asking if she could call me today to discuss. She called me and started by relaying her understanding of the situation and acknowledging that the employee’s language in her email to me was not appropriate (in italics: “A friendly reminder again, this is your final return exception -- should this issue reoccur, we will not be able to provide you with the same resolution.” For context if you didn’t read my original post, this was written to me in an email I received after I was told via concierge chat that I would not be granted an exception to return a pair of jeans 2 days past the return cutoff date due to “numerous previous return exceptions”. Which is what prompted my lengthy email response I posted yesterday).

She stated that the situation could have been handled better and that the employees involved have been corrected. We then proceeded to have a conversation about Aritzia policies and inconsistent concierge practices. I told her that I am not upset with any one individual at concierge as I recognize they are doing their best to abide by policy, so it is really the policies that are the root causes of these issues. In particular, I voiced frustration over 1) sale items being “final sale” when purchased in store, 2) the short 14 day return window for full refunds on full price items only, return for store credit at 14-30 days after and 3) sale items purchased online being returnable for store credit only, within that same 14 day window.

She assured me that she understood how these policies can become barriers to customers, especially loyal and high spending customers, and that it is her expectation that staff treat these policies more as guidelines than as hard and fast rules. She also said that she does not want her staff going and referencing previous case note to find examples of previous “exceptions” and holding those against customers, as was the case here. She said each situation should be treated as separate and unique. She promised that both of these points would be shared back with staff, although she acknowledge the difficulties of consistent training when their team is large and spans accords 3 different centers across Canada.

Finally, I asked what this meant for me as a customer. I told her that I am at a crossroads where I can either continue shopping at Aritzia only if I can be assured I will not have a similar experience in the future (AND not be blacklisted from future returns, like was threatened by the agent) OR I can stop shopping there altogether. She assured me that I will not have a similar experience (at least with concierge) and it is her expectation that all of her agents work to make things right for the customer even if it goes against what is formally adopted as policy.

I also got her word that our conversation would be documented.

So, I’m not sure how much of that I believe but we’ll see. I appreciated the follow up and follow through but I’m doubtful it will mean any significant changes in the way of employee training and customer service. And I’m even MORE doubtful that we’ll see any changes to their return policy in the near future, even though she did assure me they are working hard to adapt to their growth and larger presence in the US, as well as to stay competitive with other retailers’ policies. As for whether I continue to shop there….I am definitely taking a step back. After hearing all of your stories, I am just so turned off by Aritzia and I’m optimistic about some of the other retailers you all mentioned as being more reminiscent of the old, pre-pandemic Aritzia in terms of quality.

Original post here: https://www.reddit.com/r/Aritzia/comments/vrcxhv/i_am_fed_up_with_aritzias_terrible_return_policy/?utm_source=share&utm_medium=ios_app&utm_name=iossmf

we’ve all done it—whether it’s impulse purchases or we’re just tempted by the 50% markdowns despite never trying on the item. final sale is final sale right?

…not always the case. if your items truly do not work out for you for any reason (defects, color not as expected/not flattering, quality isn’t up to standard, sizing, etc.) make sure to reach out to concierge anyways to see if it is possible to get a refund, store credit, or do an exchange. and do not be afraid to contact them via different methods like online chat and by phone.

each concierge employee will give different answers so it really doesn’t hurt to reach out again if you don’t get a good result the first time AS LONG AS YOU’RE KIND ABOUT IT! i think that’s the most important part that’ll get you some more wiggle room. it’s not guaranteed to work, but try your luck especially since you’re spending your hard earned money here!

feel free to drop your concierge experiences below regarding final sale items in case it may help someone else :)

Anyone else waiting an exceptionally long time… I need to do an exchange on a final sale item… is this allowed? Or am I wasting my time on hold?