I had ordered three sweat fleece hoodies on Christmas Day and two out of three of them arrived by the 28th. I started an investigation on December 29 and they completely forgot about my case and no one ever got back to me until I had to call them again on January 17th. The initial investigation was only supposed to take 3 to 7 business days yet it ended up taking basically a month. It probably would’ve taken longer if I hadn’t called them asking about my order. I sent them multiple emails within that 3 to 4 week timeframe and didn’t get a single response. They ended up issuing me a gift card for one of the hoodies that I didn’t receive, but it’s gonna take an additional 7 to 10 business days which means it’ll be here roughly February 1. I’m just shocked at the attitude I received from the customer service women on the phone. they acted like I was being an inconvenience to them yet their company is the one that completely forgot about my case and my order. Never have I experienced this before with any other business, usually when I have this issue, I get a refund within one to two days, not a month and a half later. like on what planet does it take 10 business days to send a fucking email with a gift card in it? They literally could’ve refunded that money back onto the original gift card. I had purchased the hoodie with anyways yet they’re dragging it out even longer. okay rant over lol sorry I feel like now I’m just gonna shop in stores instead of online because I don’t wanna deal with this stuff again it’s actually crazy. just a heads up for anyone that did not receive an item in their package they’re gonna give you a whole runaround and you’re gonna be waiting a bit to either get a refund or your original item. I was lucky enough that they even responded to me after I reached out so many times because some people said that customer service told them they would be dismissing their case and would not receive a refund or their missing item at all
I ordered a sweater online early December. I got a notification that it was delivered when it wasn't. I reached out to Aritzia and heard nothing for a week so I filed a complaint with PayPal. They never replied so PayPal gave me a refund after the few weeks wait. I didn't think much of it but was pretty annoyed. Shortly after I got my refund, the sweater shows up. I'm super confused as it was already "delivered" and showed up like 5-6 weeks after I ordered it. Nonetheless, I emailed Aritzia about it and never heard anything. I ended up shopping in store one day and I brought it up at the cash with the sales associate. The employee told me just to keep the sweater and obviously it was their fault. I was like eh okay I mean I didn't even like it so I gave it to my sister. Fast forward to this month, I place a 300$ order (literally three items, cry). They ended up canceling it on me and I reached out why (didn't even think about the December incident). They told me because of the charge back they had to flag my account but they reinstated it for me since I emailed. I replied and explained all of the above in the email, from my due diligence to the employee telling me to leave it. I get an email from a different person saying they have to charge me for the sweater and to call them to process payment. I'm like wtf are you joking, I'm not paying for it. I explained I did what I could, heard nothing and then had my local store tell me to keep it like you don't get to change your mind months later. They had a month to reply to PayPal and me and they didn't. I'm super frustrated that they're so caught in their own 76$ mistake they're willing to lose a customer that spends thousands there. Am I overreacting?
tl;dr filed a charge back for an order I never received in December then had it mysteriously show up over a month later. They had over a month to reply to PayPal and my email to them but didn't and now aritizia is trying to make me pay for it (legit 76$).
Nope you're not overreacting. Definitely dont pay it. You can try starting a new account (with a different credit card and email) for future purchases?
Start a new account with a different email, cc and address. Get a post office box if you can. I had porch pirates steal my package and they literally acted like I was lying. I got the porch pirates on camera and even my neighbor found my empty box down the street. They literally told me I was committing mail fraud. I was like I can send you the video if you want. I got my refund from my bank and sent them the police report I filed, that was the only way I could get my $700 back.
Is it normal for Aritzia customer service to take 5+ days to respond to emails? I received a pair of sweat fleece sweatpants with stitching coming undone, so I reached out to customer service about an exchange on 12/10. They didn’t respond until 12/16, and I replied right away with the requested photos of the item. Since then, I haven’t heard back. I know it’s the holiday season, but this seems like an incredibly slow turn around time for an exchange?
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 :)
Has anyone else been experiencing exacerbated waiting times for live chat? I started waiting at 12:30 and it’s 2:00 now LOL
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?