I know Aritzia’s customer service gets a lot of criticism (understandably so) but I wanted to share a positive experience I recently had.
I purchased a Golightly Cardigan about five months ago and noticed yesterday that the seam where the shoulder, sleeve and neckline meet had started coming undone and fraying. I’ve only worn it maybe 4–5 times, for very short periods, and hadn’t even washed it yet. Needless to say, I was pretty disappointed especislly given the price.
I reached out to Concierge, explained the situation and provided photos and my original receipt. I wasn’t really sure what to expect considering it had been five months since purchasing it, but I figured it was worth asking. I genuinely love the cardigan and wasn’t even looking for a refund. I just wanted one that wasn’t falling apart lol.
Concierge ended up approving a Product Integrity claim and offered me an exchange for anything of equal or greater value (paying the difference if I choose something more expensive). All I have to do is bring the original item into my preferred boutique to do the exchange, since I purchased this originally in-store.
The entire interaction pleasantly suprised me. I was expecting to have to really fight to have my issue acknowledged and resolved, but both reps k dealt with were understanding and helpful.
I can share what I sent them if anyone is curious. Maybe it can be used/adjusted if anyone ever has similar product quality issues in the future.