Arc’teryx Equipment Reviews 14,384

Absolutely horrific customer service and even worse quality!
I bought my supposingly “waterproof” jacket last year.
I only worn it 3/4 times after purchasing it and in the first rain in London I got soaked.
I complained straight away to the customer service and did what they asked me to do: left it in London shop for repair, and now send it to their facility for repair!
It took numbers of trying during the last year and number of emails. I took number of pictures of leakages all over my clothes even in drizzle!

They offered me ridiculous replacement with lower value than what I bought it for.
I am so traumatise by this experience especially that I am not rich and this coat cost me one week of my wages!
I just wanted to have a good jacket because I cycle to work to save money!
And I ended up with leaking coat for 400£ that makes me constantly wet!
I am devastated because they sell faulty products and then they keep costumers responsible not giving them their money back!
I am absolutely fuming!
I am planing to take this matter further as I feel it’s a proper scam!
They charge huge money for promises that they don’t keep!
It’s wrong!
There must be the law that protects customers and I am planing to look at that.
If I knew the jacket was not waterproof I would never buy that!
They lied to me and now they don’t want to give my money back!
It’s not like I was using the jacket for years and then complained.
My jacket leaked on the first rain.
How do they expect customers to know that without taking the label and wearing it?
It’s absolutely ridiculous!
Someone should take them accountable for their policies!

So far horrible experience.

I made an order and the order was not recieved.

I contacted customer service and they completely ignored me!!!

Order number 0032306941

I wish I researched Arc'teryx more thoroughly before buying into their brand. This is my experience from Vancouver, Canada.

I have an Arc'teryx that is about 6 months old. I never wore it out in the rain until yesterday. I only wore it for about 15 minutes in mild rain and the water seeped through, leaving my back and waist wet. I happened to also be wearing $45 rain paints from 33,000ft that held up better than the $600 Arc'teryx with absolutely zero water getting through. I'm now more likely to recommend 33,000ft than Arc'teryx for outdoor wear.

I did contact customer service about my issue and got the following response: "Unfortunately, if the product has been worn and tags have been removed, we are unable to facilitate a return or exchange."

Ordered 2 tshirts, both fit to size very happy with my purchase

I recently bought a jacket online, expecting to have the option to pick it up from the store, but I was disappointed to discover that this was not available. I had to resort to ordering it for delivery to my address with the fastest shipping option, yet the jacket is taking far longer than anticipated to arrive. This experience has been quite frustrating and unsatisfactory.

It was quick and easy to order. I had no problems, and Arc'teryx has really good quality. Of course, you will also pay for the quality and the brand because it is popular. But I really like their products.

Tried to return a product one day before returns deadline, Arc’teryx would not accept, while understanding it was within the cut off, makes no sense whatsoever, wasted time communicating with customer services was most frustrating part of it, that and their lack of display of honourable credentials.

Website has not improved. Haven't bothered ordering anything in ages because the website has always been problematic. Went to order something today and same problem with the payments, trying different methods. I would try a retail shop but Arc'teryx would rather sell direct and cut out the helpful middleman to make even more profits. Shame they cannot take some of their profits and pay someone to fix their website.

High quality products. Really enjoy their skiing equipment

I would advise against buying from arcteryx, I ordered trousers but they were too small for me so I decided to send them back. i have now been waiting for 2 months for a refund and support has not responded to my queries. i would warn you against the shop if you ever make a purchase, you are left on your own if any problems happen.

Made a purchase on Arcteryx REGEAR.

THEY SENT THE WRONG SIZE.

Sent them a message via their form on the website.

First response I get back is telling me that they are sorry about the quality issues.

IT ISNT A QUALITY ISSUE. YOU SENT ME THE WRONG SIZE.

They also asked me to send them pictures.

So I sent pictures where the receipt said LARGE and the packaging says LARGE and the jacket saying XL.

No response for weeks

Then get a response saying they never received a response and they will be closing my ticket.

Give them negative feedback on their survey and a senior CS rep replies to my email telling me to send pics again.

Send them again.
No response again. Closes ticket again.

FIX YOUR EMAILS SYSTEM. I sent the images MULTIPLE times.

I can't even return these in store because its REGEAR. I call Arcteryx and they tell me they can't do anything because its REGEAR.

So I'm stuck with this jacket thats too BIG for OVER A MONTH NOW.

HORRIBLE BROKEN SYSTEM.
HORRIBLE SERVICE.

Good day
I tried to use for first time the limited warranty and after a filling up many papers 📃 and returns the item to them.
They give me 20% discount in a new product ☹️
WHAT A DISAPPOINTMENT for a nice brand

Placed an order for about £480, no information about my order, no email with confirmation of the order, complete silence. I don't even have a clue what's going on with my order. After sending a message to support no response. Please contact me urgently order number 0032084825

Update: Still no response - I really do not understand. It seems my Paypal payment was cancelled - why? Extremely disappointed in Arcteryx - Buyer Beware.

This is now 2 weeks and no sign of my delivery since I paid on 20 September. I have requested a refund, there is no point anymore. However my payment was taken without any issues..

I brought two pairs of the new Gamma shorts. One from their online store and one from their shop in Piccadilly. Both were faulty, and I returned both to their warehouse. They have now sent back the pair I purchased in store and said its my problem to organise a return to the shop. So these shorts will have travelled from me in Somerset (UK) to their warehouse (not in the UK) back to me, then I send them to London, who will then send them back to their warehouse. This is from a company that claims to care about their customer and the environment.

I bought 8 pairs of trousers, and they destroyed my dryer because of the glue design in the pockets. Now, I have to replace my BOSCH Pro dryer, which cost me 12,000 SEK and is completely ruined. I want to send these back and get a full refund. This has been incredibly frustrating and costly, especially considering the current economic situation and the environmental impact of replacing a dryer unnecessarily. Very disappointed and would not recommend these trousers at all!

I received a friends and family discount code. Great! Placed an order. Get an email stating my cerium hoody will come separate from the rest of the order. Sure, no issue.

Follow up email: no hoody in stock, so they're refunding me the value of the coat. Only problem is, I don't want the refund, I want the coat in another colour or another option. I'm wanting to spend my money at your store on the terms that you provided. Nowhere in the fine print does it mention anything about "stock discrepancy" and resolutions to that issue.

I'm out of luck because they waited till after the sale period ended to inform me that the coat wasn't in stock, and now they can't issue a new code. I called customer service and was plainly told there was nothing to be done. Didn't think it would be this hard to spend my money on their product, but I guess I'll head to Patagonia from now on. Got my hopes up for a warm fall in a great coat and then got the door slammed shut in my face. Rock on.

Well, where to begin…

My customer service query was related to order number 00318481152 (see attachment)

I never received any response within the alleged 2-3 business days concerning customer service query #01502193. Granted that the root cause of this particular customer service query, was a typo in my email address (totally my fault - fat fingers), but you never replied within the allotted time frame. Secondly, on September 17th I called your customer service line, to make them aware that I had messed up the email and had therefore not received an order confirmation email, nor would I receive a tracking number for the shipment once it left your warehouse. I talked to a rep at 12:36pm for 4 minutes (I did not make a note of this name) and that person claimed that since the order was being processed, he could not alter the mistyped e-mail address but that he had noted my correct e-mail address and that I would still receive a tracking number once the item was dispatched.
Reassured by this information I thanked the guy and bid him good day, thinking his claim would be accurate and come to fruition.

This never happened! Much to my surprise the item arrived next day, I was of course not aware that it would be dispatched so rapidly and since I did not receive a tracking number, I had no idea of it’s progress and did therefore not have the option to switch the delivery to a parcel collection point, rather than my home address, since I did not get an “out for delivery notification either”. Which I would have done, considering I was at work for in Copenhagen that day.

Subsequently an expensive item was dropped at my door step with no one to sign for it. Again no notification of delivery.

Package theft is on the rise, even in rural Denmark apparently, so it was a minor miracle that one of my neighbors has permission to pick tomatoes from my garden and had entered my property to do so on the day in question. As she did so, she interrupted some gypsy looking motherf*cker who was up to no good and who received a good couple of whacks over the head with a heavy duty broomstick, thus saving the package.

Bottom line is communication with you customer service department has been faulty to say the least, and how on earth does the order placement interface accept typos in email addresses such as “.con.” ( which is what I somehow typed)? If you try to buy an airline ticket or whatever else the marvelous world of e-shopping has to offer, 9 times out of ten, if you type in incorrect information the form will flag it and let you know the info provided does not fit the parameters. So why doesn’t you website have this safety feature?

To be honest, I’ve been a loyal customer for +14 years, this recent experience might just make me consider switching to a competing brand for my future outdoor gear needs. Specially since you’ve moved production out of Canada - which was one of my original reason to purchase ArcTeryx products.

Kristian Hachmann

Amazing checkout experience, super smooth.

Unfortunate that many sizes and colors are not available, but the searching and shopping experience was smooth and simple.