I have been to many Aritzia stores across the US and this one is by far the worst I've ever encountered. Granted, everything I'm about to explain happened a few months ago and there very well could have been staff turnover by now, but whoever manages this store needs a rude awakening.
At the end of November, I ordered a coat through the Mall of America store location after they did not have my size. They call it a "special order" that is not the same as ordering via website. It comes into the store and you're required to pick it up. Anyway, I later received a phone call informing me that my order had arrived and was ready for pickup. However, when I arrived at the store, I waited for an hour only to be told that my jacket had been lost.
The MOA store then placed a second order for the same jacket, at a small discounted rate and I was told it would arrive by the end of January. I patiently waited but never received any notification. Feb 1st I called the store to check on the status of my order and spent 40 minutes on hold, only to be told that the jacket had been lost AGAIN. A retail member assured me that the jacket was in stock and reordered it for the third time, stating that it would priority ship within 1-2 days.
From my past purchases with Aritzia, I know that customers receive an email confirmation when an order ships, followed by an update on the expected arrival. However, I never received any shipping confirmation. When I called the Mall of America store to follow up, I spoke to a retail member who informed me that my third order had "bounced back." I was never contacted about this issue, after all they did have my money and I feel like that's the least they could do. She then told me I could either order the coat online at full price or take the risk of ordering a fourth jacket through their store. Since I truly want the jacket, I asked her to place the order yet again. Insanity huh?
During our conversation, I asked for the name of a manager, but she refused to provide it. When I questioned why, she had no answer. I explained that someone in the store needs to be aware of this ongoing situation and be held accountable. I was simply looking for a point of contact while I wait--yet again--for my fourth order.
The entire experience had been incredibly frustrating, and the lack of communication and accountability is unacceptable. After all this I'm shocked they didn't connect me with corporate. I did finally reach out to corporate, they were very nice but there was very little they could do. After all this rambling I just simply recommend to stay away from Aritzia MOA. They all need some serious training, and yes, I did finally receive my jacket. It only took 6 months of back and forth. read more
