Woman placed a $1,200 order from Aritzia. After reporting missing items from her bundle, she was allegedly banned from the app

Annabelle (@annnabellleeeee) was offered 20% off as a first-time customer on the Aritzia app at launch. But after her package arrived with duplicate and missing items, she filed a complaint with the retailer. Despite her report, Annabelle alleged that the company blocked her.

“I put through, like, a $1,200 order and had two coats ‘cause I didn’t know which one I wanted,” Annabelle told TikTok. She received her order, but immediately spotted issues with her package. Aritzia allegedly didn’t send her coat, which Annabelle said cost $350. Because of that, she immediately called customer service and allegedly informed Aritzia that they failed to send one of the coats.

Annabelle claimed Aritzia opened a case and gave her a number. She said it would take fourteen days to resolve. During that time, Annabelle said she was also processing returns for several items because she also received duplicates. She also decided to return one sweater, costing $150, which customer service allegedly told her to include with the other return items. She was advised to put both return labels on the same package, and Annabelle said she followed the instruction.

A horror story with Aritzia

After a while, Annabelle said Aritzia emailed her, allegedly saying they had already sent her the coat. Annabelle called them and said she hadn’t received the coat. She urged them to check the delivery timestamps and argued that she hadn’t received it.

Aritzia allegedly replied, “Sorry, but our decision is final.” The basis for the resolution was unclear to Annabelle, so she clarified whether they had CCTV footage of the package. Regardless, the company allegedly told her it wouldn’t share it.

Annabelle asked for the manager, but an Aritzia representative allegedly insisted their decision was final. Even though she kept pressing for information, Annabelle claimed they wouldn’t give her any more. She accused the company of theft, saying they didn’t provide her with the $350 coat. In response, the representative allegedly told Annabelle to go to her bank and file a dispute.

Although her coat is a separate issue, Annabelle said she also had a problem with the refund. She alleged that she was refunded for the duplicate orders, but not the $150 sweater. Annabelle said she called again, and Aritzia allegedly told her to wait 14 days. Although her coat is a separate issue, Annabelle said she also had a problem with the refund. She alleged that she was refunded for the duplicate orders, but not the $150 sweater. Annabelle said she called again, and Aritzia allegedly told her to wait 14 days. She waited, but Annabelle didn’t get a refund. She isn’t alone in her frustration, and this other shopper also expressed frustration with Aritzia’s refund policy.

Blocked as a customer

Annabelle said she received a new email from the company, explaining that they will not refund her sweater. Aside from refusing to refund Annabelle, the alleged email from Aritzia reads, “Our goal is to provide world-class service and a seamless ordering experience. In an effort to deliver on this, we will no longer ship online or boutique orders to you.” Although they’ve blocked deliveries to Annabelle’s home, she is still welcome to shop in person at their boutiques.

“They literally blocked me as a customer. I cannot use any of my cards to order from there. They won’t send anything to my house, including, if I go to the store,” Annabelle alleged. She said she lives 40 minutes away from the closest Aritzia store. Even if she went to the boutique, Annabelle claimed they didn’t carry tall sizes.

“So now, I’m out $500 because of their horrible, horrific customer service,” Annabelle commented. But not all shopping experiences end with burned bridges. A woman from New York City kept receiving the wrong dresses from Meshki, and the brand did its best to correct its delivery error.

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