Aritzia: You May Want to Re-Think Your Purchase
Everyone knows that their coats are ridiculously priced. At a whopping $275 with tax it comes to exactly $310.75. What is the hype? Why did I do it? I have been hearing girls rave about their jackets for the past few years, my best friend wanted one so badly that it took her 3 years to actually muster up the courage to buy it and actually keep it (she bought one previously and ended up returning it not being able to justify spending $310.75 on a coat but she finally did it). Moving forward.
You walk in seeing these "fashionistas" hard at work convincing anybody and everybody who walks in that their product will last and that they can be trusted.
Perhaps some of you will argue that I should have known better than to fall for corporate BS but considering they have been speaking highly of their coats (I'm not too keen on their "fashionable/trendy" clothing line) and as a consumer who is easily affected by the cold weather, I took a chance.
A month and a half in (bought Nov 6, 2010), I was happy, the coat did it's job and I loved the features on it; mostly because the coat was so versatile. However, I noticed that one day, that the magnetic logo clasp on the left arm, had fallen off. I was pretty peeved. More so because I put my faith in this coat and it didn't hold its end of the bargain. I would understand if this was picked off the street for $10 but for $310.75, a button falling off a month and a half in, fully paid for by my hard earned dollars? Incredible.
Dec 11th, I went back to the mall and reported that this button had fallen off, a concerned looking employee (I could tell you, she was the only one who seem to sympathize with me) said she would speak to her manager. The manager turned out to be some stuck-up girl with a clipboard who didn't give two loads of horse crap about my issue.
She didn't come up to me and apologize for the inconvenience, didn't even take a look at the coat to see what happened, she hung onto her precious clipboard stood 5 feet from me, distracted by something else, and had the nerve to tell me that she would check with the warehouse but she couldn't guarantee anything. I couldn't even ask her a question cause she was that uninterested and "busy" with some other "pressing" matter at hand. Apparently she would let me know the status and got one of her minions to take down my number.
I laughed leaving the store that day, thinking wow, what a change from the day I purchased the coat. Even if she had mentioned that she couldn't guarantee anything but we would eventually work something out depending on the evaluation of my said coat, I wouldn't have been so livid. Especially when I had the receipt to prove this wasn't some sort of sham.
Dec 16th, I hadn't heard anything so I called myself for updates (which I shouldn't have had to do, but I let this one go). I talked to another manager 'PJ' who told me that they haven't heard anything but he would e-mail the warehouse again then give me a call within 24-48 hours. When I asked what would happen if they couldn't find replacements, he said he couldn't guarantee anything but if they could not do so they would check out the coat and handle it from there.
I was pleased by this response, at least I didn't have the SOL feeling that I got when I walked out of the store. I waited for their call on the Monday, gave them till Tuesday even. Dragged it out till Wednesday based on the estimated time I was provided with. I had to call back myself again, on the 24th, perhaps they could argue it's a busy time in the season. Not my problem. I spoke to yet another manager, Melissa who told me that they had received the replacements and that I can come in (thanks for letting me know). She pointed out that since my coat will be sent away and if I didn't have another winter coat to hold me over a couple of days then it would probably be best if I came by later on. I agreed.
Jan 8th, I took time to brave the mall on the first weekend of its traditional post-Christmas, Christmas present return party to drop off my coat for repairs. I ended up talking to another manager (didn't catch her name) who eventually got me the replacement button which turned out to be the entire strap. To my surprise, she handed me the strap and said that I could take it to my tailor.
MY TAILOR????? Really. I asked "so you want me to take this to my tailor?...you know this coat is a month and a half old, right?" (as nicely as I could muster with the anger boiling inside of me). She nodded (dumbstruck look) and said "yeah". WOW. I told her that I spoke to a manager named Melissa a couple of weeks before and was told then that this coat would be sent away. Another dumbstruck look of realization of who I was, which I could only assume crossed her face cause SHE was Melissa.
I just stood there looking at her right back, I guess that's when she decided she better take the coat. I was told then that they would send my coat to 'Stitch It' and I would have it back by Friday. I'm looking at her in disbelief, I was told a couple of days but now it's an entire week? I was tired of having to call myself about a failed product and having to drive back and forth to talk to a manager face-to-face.
My response next was to tell her that, this had become really inconvenient for me and that I would rather just return the coat altogether. What she said next is why I will never support Aritzia in any way shape or form and why now I am looking to sell my coat. She handed me an extra strap saying that I could keep it just in case it happens again. REALLY? Just in case, it happens again. Way to back up your product. But even worse, she tells me that they cannot accept returns on the coat because it is "damaged, defective and has been worn".
No **** Sherlocks, coat has definitely been worn, it's definitely defective because of product failure and it's not "damaged" cause if it was, there would be evidence of some sort of button prying or marks left behind by a knife. And why the hell would I be sitting around fighting with a button to fall off, only to make the trip to ask for it to be repaired? Guess I'm a lunatic. She continued to say that their doing their part by fixing the coat. Yeah, I guess you are, AFTER I mentioned that someone said they would have it sent away.
I guess if another blinded customer walked in with the same situation and nobody told her her coat can be sent away and that they would do just that, Aritzia's policy after a month and a half on a $310.75 coat is to tell the customer to take their replacement strap, go to their tailor and pay for it themselves.
I'm not saying customers are always 100% correct or legit considering I have worked in retail but working in the customer service industry in general for the past 8 years teaches you, about the importance of how you word sentences. It could make the difference in the world handling a customer who is already irate and the outcome of the situation. But what do I know, I'm just another ignorant consumer living in the Universe of Dumbassery, right?
If this coat was two years old and required a replacement button (not a threaded button, a magnetic button that requires professional adhesive that I cannot repair myself) and Aritzia said they would help me out, at least then I would be grateful but this experience ruined my view on the company, its employees, and its products.
I purchased this coat from Kitchener store location at Fairview Park Mall, it's the Verbier - Knee-Length Parka (removable hood/fur trim line) in XS Black (2-6) for anyone who is interested in purchasing it from me at reduced price and really want an Aritzia coat despite my review (firstname.lastname@example.org). It's in perfect condition (strap has been fixed) and I can give you the receipt to go with it. I can no longer keep this coat with the bad taste that I have been left with.
Just a forewarning for those looking to buy their coats from this company.