Arc'teryx Equipment Inc. Corporate Headquarters

Really disappointed in this brand. Quality control has suffered across several of their lines. Some corporate decision maker completely lost the plot and has switched into drab colour in the line of jacket (Beta AR) I'm needing to replace. My jacket which I waited years to get based on colour choice, failed in its primary function - rain shell. The inner seam bonding totally failed and couldn't be repaired. I was offered a voucher for a replacement jacket (no longer covers replacement cost) so I'll need to fork out more money for a jacket - likely basic black as it's the only option if I don't want "feminine blue" or "builder beige". I'll not be buying any further product from this company after investing a great deal in layers to date.

Their best days are behind them. They now rely on their brand alone to sell their OVERPRICED under minimal standard, status symbol. Corporate has gone from hard core outdoor enthusiasts, to virtue signaling snobs. This will, in my opinion, backfire and this company will be another story of poor decisions based on bad advice, which tanks their enterprise.

Don't waste your $ on Arc'teryx.

I want to express my extreme dissatisfaction with the handling of a recent warranty claim made by my partner for his Arc'teryx jacket. As an avid fan and advocate for the brand, I am deeply disappointed with the way my partner's claim was denied, despite it being a clear manufacturing defect that affects the waterproof performance of the jacket. Arcteryx admitted that it was a defect that affected the performance. 

My partner had previously made a warranty claim for a small hole in the jacket, which was not affecting it’s performance and he asked if it could be fixed. At the time, Arc'teryx had offered him a free replacement jacket instead of fixing it. He decided to keep the jacket and use it as is, in order to reduce waste. This decision was motivated by his eco-consciousness and his desire to minimize environmental impact and prolong the use of the jacket. 

Now, when there is a clear performance issue with the jacket (Gore-Tex delamination on 50% of the fabric), my partner has been denied a warranty claim because of the previous claim he had made. I find it extremely unfair that a customer who has been loyal to Arcteryx and has made a conscious effort to minimize waste is being penalized for doing so. 

As someone who has recommended Arc'teryx to friends and family, I feel let down by the company's limited warranty policy, which only allows for one claim per item. I have always justified the price of Arcteryx products with the company's reputation for quality and its great warranty policy. However, my partner's experience has shaken my confidence in the company and has made me question whether I can continue to recommend your products in good faith. 

I strongly urge Arc'teryx to reconsider its limited warranty policy and take a more customer-centric approach. I understand that the company is committed to reducing waste, but this should not come at the expense of its loyal customers. It is my hope that you will honor my partner's warranty claim and restore our confidence in the Arc'teryx brand.

During my recent interaction with your company, I was met with unprofessionalism and disrespect, and I find this completely unacceptable.

I demand that your company issue a formal apology for the mistreatment I received. Furthermore, I expect your company to take immediate measures to improve the quality of your customer service. It is imperative that your representatives are trained to handle customer inquiries with respect and professionalism.

I want to reiterate that such behavior will not be tolerated and I will not hesitate to escalate this matter further if necessary.

I placed order for a down hoodie jacket on Nov 24,2022, even before Black Friday. And when I checked my order on Nov 29, the order date has been changed to Nov 26! I wonder how they manage their order system and how they deal with online orders.
Is it why they don’t process my order? My friend placed order one day after me, for exactly the same item. She received it on the second day!

Excellent customer care. Had a zipper issue with my 3 year old shell. Easily arranged warranty repair and in two weeks the zipper and other small issues discovered during their testing of the shell’s performance were dealt with. Great brand looking after its customers!

I bought a shakedry product. I was told it was durable, waterproof, and could be repaired.it has ripped 2 times in the first 6 uses. As well is flaking off.it is a $550 jacket. I sent in for warranty and was told it can only be taped and not repaired. I offered a solution of buying a higher end jacket of $900 and paying the difference as I was miss-informed of the product. I offered this to make the company not loose money and to retain a loyal customer. Unfortunately I was offered an insulting offer of $165 credit. I will no longer recommend this brand as they give bad advice and do not stand behind their products at all. The manager of the store even used the words "shakedry rips if you look at it wrong" (when bring in for warranty). They are aware of the problem and will not deal with it.

Likely one of the worst companies I have had an experience with. Together with my husband, we have likely spent well over 5 digits on their products - from hats to regular wear to outerwear and their Veilence jackets. We purchased a defective product where there was a tiny hole and the down started to come out - not from the seam but from the jacket itself.

Arc'teryx took their sweet time to respond back as we had to follow up numerous times. We were then asked to pay out of pocket to mail the jacket and in return, their solution was "to push the feather back in".

For a huge company, this was beyond poor customer service. For a jacket that costed $1,500.00 should not have a defect like that. This is the one out of the many that we own with this experience. I will likely never support this company again. Horrible customer service, does not bring a solution to their customers and do not listen to their customers either. I've had defective products at other companies where they were glad to either repair or replace with brand new, or refund. Arc'teryx offered nothing.

I didn't even want to give them 1 star. Had no choice.

I had a great warranty experience the other week after a product failed well before what I felt was reasonable

Be careful with online purchase! I purchased two Atom AR jackets online. But I only received one jacket in the shipment. I reached out to Arcteryx Customer Service. The Resolution Team got back to me saying that they’ve confirmed with their shipping department that the weight of the package recorded in their system reflected two jackets so they would not give me a refund or replacement of the missing item. I emailed and called a few times trying to escalate this case. Again the response was the case had been reviewed and no escalation would take place. And no further info would be communicated and the case is considered closed.

I’m very sad with this results and how this was handled. There was apparently an operation error at Arcteryx shipping department. For whatever reason there was indeed only 1 jacket that got shipped out although the weight of 2 jackets was recorded. I’ve kindly requested Arcteryx to further look into this. But they do not want to reveal any further info, and simply closed the case telling the customer to pay for the item that they do not receive! It is horrible! As a customer, I’ve never been treated like this! I hope Arcteryx can trust their customers. By closing the case like this, it’s indirectly implying that they believed they did ship out two jackets and I was just trying to make up a story here to get an extra item or refund which is NOT true and humiliating. Hope somebody who sees this post can help me with this case. And I won’t give up, If needed I’ll contact Better Business Bureau and Global News to follow up with the case. But I really hope I won’t have to go that far. This is very time and emotion consuming. Hope Arcteryx can address this issue properly and ASAP!

I sent an email to confirm shipping:

Thank you for contacting us. We have received.

Our current estimated response time is 3-5 business days.

Why even bother baiting customers into trying to buy a jacket online, only to switch and give their money back because Arc'teryx don't have enough inventory or can't meet the demand? They need to seriously change their inventory system to not get people's hopes up. I'd rather have them tell me something is sold out. But to eek a customer on and then just not deliver on the transaction just boggles my mind. I was so excited to get my wife an Arc'teryx jacket for Christmas. 20 days later, and 10 days to Christmas, they canceled my order. There was no warning. I never received an email about it. No apology.nothing. My transaction was just refunded without warning. Now I'm left scrambling to find another present. It's not like I can just stop working and actively search for an alternative. Arc'teryx needs to understand that some of us actually work and struggle with finding time to do Christmas shopping. I have a hunch my wife managed to score me a PS5. Not sure how she did that, but how am I going to match that now without the Arc'teryx jacket!? I certainly will not be considering buying any of their products in the future. If you want garbage customer service that will let you down, then sure go for Arc'teryx.

I would like an explanation from Arc'teryx. I messaged them about this. Let's see if they respond. I have my doubts.

I am a frequent shopper of your store and usually I have a great experience. But on 08/16/2021 @ 5: 37pm I came in to return a pair of shorts I bought. The sales staff was great but the manager was hostile and her attitude was absolutely unacceptable. I have never been so insulted. I was even buying a $90 shirt as well as returning the shorts and upgrading them for $240 mens Paltz shorts and jacket, and she would not accomodate me at all. I am strongly considering never coming back to your store in the near future. Please have someone from your head office contact me ASAP. I look forward to hearing from you.
Thanks

Arc'teryx seems like a really good quality garment manufacturer, but the people in modeling seem really grumpy with bad hair styles, especially men.
The models don't smile or they are told not to smile. The garments are way over priced, but then again the company is in Canada. I guess I'll stick to Eddie Bauer and LL Bean in the USA, where people smile and give a decent impression of their clothing that they are wearing and modeling.

Die Arcteryx Produkte sind von guter Qualität aber auch hochpreisig! Kundenservice jedoch sehr sehr schlecht und umständlich! Arcteryx versteckt sich auch und gibt auch keine Adressen in Europa an oder ein Impressum und hält sich sehr bedeckt. Ich habe eine Arcteryx Jacke nun woanders schnell und professionell reparieren lassen da mir der Hersteller Kunden Service in der ganzen Art und Weise nicht gefallen hat.

The arcteryx outlet store. We have got some good bargains here over the years. Staff are helpful and there is plenty of parking.

Katie is awesome! She was super helpful when I had to send my bag in for repair. She never sounded annoyed when I called her to get updates on my bag (which was a lot). And she got the bag to me in time for my next trip which was a tight schedule. 5 huge gold stars for Katie.

My ski jacket is in for repair the second time, this time because of my own fault. The first time it was in, the zipper wouldn't work, and while it was in for repair they noted a tear in the back and repaired it at the same time. This is the reason for buying products like this with a lifetime warranty. You pay more upfront, but save yourself headaches later. I would buy again from this company anytime, and I have to be honest that before I found this jacket I had never heard of this company. Great product, and excellent customer service.

Really good products. At the same time returns & repairs are such a hassle and they don't stand by their quality in my honest opinion. It takes weeks to ship them returns (send to US then internal transport to Canada) then it takes another month until you even hear back from them. Then they claim its not a quality issue and repair is not possible and offer you discount on a new product (ecological footprint?). For me a reason to not buy anymore. Patagonia has much more customer & environmental friendly policy and truly stands behind their quality.

Arc'Teryx is now a midgets-only brand, we learn from their cancellation of the loved and needed Theta AR jackets. What happened to caring about customer needs? ‍️‍️‍️

Here photo of Arc Teryx' now longest jackets line Beta AR and Alpha SV, on a tall man. As you see they are both about 3-5 inch / 7-12cm too short. Arc Teryx start making a long allround jacket again, and also start a custom size service. ‍️

Took my jacket for warranty, they lost it but were sure to arrange swift replacement. I owe lots products from Arcteryx and will continue so as long as they have quality products and great customer service.

I have a top of the line pack and the inside of the pack has the sticky residue from the material breaking down. I have seen this on cheap packs but didn’t expect it on a high end pack. I submitted a warranty request with a clear description and clear photos. They provided me a return authorization number so I assumed they would be standing behind they’re product like their site says they do. Now they say there is nothing they can do. I spent $80 in shipping and they want me to buy a new pack with a discount. I’m still trying to escalate the case but am not hopeful at this point. Sorry to say I don’t recommend this brand anymore.

Arc'teryx rain gear is unquestionably the best! As a cyclist I can appreciate the quality of there breathable rainwair; particularly their pants.

They are also the most expensive. That being said they have an annual sale with up the 50% off which makes it affordable, with a lifetime guarantee. Unfortunately, at the sale I depicted it was only brown colored wear available.

I went to MEC and bought a rain top for $165 ; also with a lifetime guarantee. I have returned the top each year for the last three years, first blue, then red, yellow, and this past year, spent another $100 and upgraded to a Gortex bike ware line top called Bike Gore. 50% off.

So a long story short - I have worn 4 different tops in 4 years, and spent (excluding my time) enough to get a piece of Arc'teryx.

When my current Gore jacket wears out I am heading straight to Arc'teryx!