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?

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 reached out to concierge via live chat simply to ask when the sale was going to be open to the public and if I should just purchase what’s in my cart or wait until the sale.

Alexis asked me what I had my eye on and if I was worried about these items selling out before it reaches to the sale. She graciously told me as a one time offer, will honour the sale prices (20% off) and even suggested some outfit options and what I might like.

She was so patient and kind and I was not expecting that at all! So Alexis, if you are seeing this, thank you soooo much and I hope you have the day you deserve 💕

My TNA boyfriend hoodies zippers have broken (both), and the email service people have been so unhelpful and are refusing to help me and told me to go in store. I’m so annoyed with this because I’m super busy and don’t have time to go in store and I don’t want to be embarrassed by the employees. What’s your advice?

I wanted to let everyone know that the CS team isn't all bad. I see more and more posts about how awful the CS team is and they have always been very helpful towards me.

That being said, the wait time to chat with a rep is ludicrous. Not only does it not make a sound when someone finally comes on, but if you don't answer them in a minute, they disconnect. It's very frustrating when it takes them an hour to get to you!

ANYWAY, I saw a post earlier on the Meyer coat is the older version of the Only coat. I like both, but I just bought a slouch and didn't feel I needed another coat until I saw the sale price of the Meyer. I didn't like its number sizing (which I'm not too confident about) AND its final sale. I asked customer service if I was an XS - S in the Slouch if a Size 1 in the Meyer would work for me. She said yes. Then I told her I was very uneasy about the "final sale" aspect, having never tried on the Meyer before, and she offered me a return accommodation on the order, so if I get the jacket and it doesn't fit, I can return it for a full refund even though it was a final sale. She then asked me if I wanted to add other final sale items since the return accommodation was good for the entire order.

I thought that was a pretty great offer, and it sold me on the coat. So now let's hope it fits!

Ohmygod. I have been waiting for a live chat person for 2 godamn hours. Then the chat ends bc the “stylist” left when there hasn’t been one in the first place. I swear their service and live chat have been TERRIBLE the last little while, I am acc so annoyed. Anyone else experiencing this??

I recently went in store to shop and I had came out from the fitting rooms when one of attendants asked if she could take anything away from me. I handed her the ones I didn’t want, but then said she’d take the rest that I wanted to the front. I told her it was okay and that I was headed to the counter anyway.

Has anyone else had this experience? I don’t understand bringing something to the counter when you’re a few steps away from it. Do the employees get commission for just taking the clothes up to the counter?

Has anyone else been experiencing exacerbated waiting times for live chat? I started waiting at 12:30 and it’s 2:00 now LOL

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?

Hello everyone!

During my lash appointment I got a call from concierge aritzia. I missed the call but I called back asking what it was about. She just told me about the clientele sale dates.

Did this happen to anyone else? Thanks!

i was planning on just going in store to return a couple items for different sizes, but decided to message concierge in case i needed a qr code or something– was def the right decision!

they took care of everything, including sending an email to the store i was going to with all the return/exchange info. and even though the dress i got was final sale, i was able to exchange sizes. it took like 5 min to return everything in store and it seemed like the email was important in moving everything along. was kinda dreading return/exchanging but customer support really pulled through! thanks to sabine <33

I ordered a Black Super Chalet Puff and received a Mocha Brown Shorty. I ordered during the sale and obviously because the item doesn’t match the receipt I can’t make an in store return. I am trying to contact them but their call service is horrendous, it’s my first time buying from Aritzia and I’m utterly disappointed. Is this the usual experience?

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 :)

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$).

Not sure if others can relate but omg, I have never had such a poor experience at Aritzia before and I've been shopping there since 2008 (I even worked at multiple locations across the GTA - Greater Toronto Area - from 2011-2015)

I went to return/exchange some items and I recognize that the associates may be stressed/tired especially after the Black Friday sales but the attitude and lack of care is unnecessary. I walked in and was not greeted by anyone, went to the cash and there were 2 cashiers talking amongst each other while I waited to be helped. It wasn't until after they finished their conversation, did they finally ask me to come up.

I had 3 items - 2 pants and 1 contour top. I told the cashier I wanted a bigger size in the one pair of pants but mentioned that I saw they were sold out online. She said I can call other stores if I wanted, to which I said no that's okay (when I used to work there, I'd call the stores for the clients so I guess that's changed). I said I'd just do an exchange and she rudely corrected me and said "so you want to return it." She asked me to repeat my address multiple times despite me giving her my number to access my account which I also thought was strange and as she was scanning my items to process the return, she kept slamming the scanner back into its holder. My bf and I looked at each other because wtf LOL we lowkey laughed at it because the situation was uncomfortable all around and her face was in a scowl the entire time. Again, I understand rough days but I've never acted out in front of customers, so I was just shocked.

I wanted to rant about it because I can only imagine how someone else would feel with this interaction. I have no problems calling people out if pushed enough but what is going on? I am as polite as can be (having worked customer service and personally at Aritzia) and I shop there a lot (personal appointments, first for clientele etc.) and rarely ever return anything.

Has anyone else had a similar experience? I love Aritzia so much that I will still shop there, but this makes me never want to go in store again 🫠