Arc'teryx Kitsilano

When I visited this morning I was greeted by Leslie.

She was very attentive to my needs and helped me to find exactly what I was looking for (a shell jacket).

She was friendly, knowledgeable, and I didn’t feel pressured to purchase things.

I enjoyed a nice chat and found what I was looking for.

Thank you for your great customer service Leslie!

Jack or Zack, tall white guy with beanie and moustache is very unhelpful and has made shopping at Arc’teryx unenjoyable. My jacket had signs of delamination and he ignored me and said Arc’teryx doesn’t warranty for that. The jacket was only a year old…. Better off with other brands like Patagonia, adidas terrex line, mammut or norona.

The sales staff will greet you when you’re in the store and offer assistance when needed but they don’t follow you around and there is no pressure to buy anything. This store carries a good selection and has a good vibe. This is my go to store if I want to buy something from Arcteryx

Just finished ice breaker and saw this location offer free 2 GTX/Down DWR wash and dry! Greets CS and love the selection!

Warning: only purchase if you plan on wearing for a single season and then throw away.

Trust the reviews - customer service is basically non-existent. Once they take your money

I purchased a $1000 jacket (Thorsen Parka, now rebranded to some different name), wore it for a winter, and since the armpits started getting smelly, needed to wash it.

It’s a down goretex jacket so it needs to be washed with a tech detergent and dried in a way that doesn’t make the down clump together and lose its loft.

Arcteryx offers washing, so I figured I’d give it a try. They’d surely know how to wash a jacket they make, right? And it’d be reasonable to expect a jacket that cost $1000 to last more than a year, right?

Unfortunately, that wasn’t the case… When I picked up the jacket, some parts of it (right chest, arms, etc) are visibly flat, and I am now cold wearing it.

I gave it a few days, hoping it’ll resolve itself. The store employees told me that I signed the waiver so they won’t help me. The only “advice” they could offer was for me to try to finish drying it myself, and to smooth out the down manually - which did not help at all.

So here I am - paid $1000, wore it for a season, dared want it cleaned, in supposedly the safest way possible, from the manufacturer itself, got it damaged and I’m left with no assistance - now I need to buy a new jacket…

Which will definitely not be arcteryx again…

Disappointingly subpar customer service. Would be nice to support a local company. Purchased an expensive jacket that ripped after one wear and they basically told me it was my fault. Not only that, but TWO salespeople said the piece (Cerium jacket) should not be expected to be durable because it is a mid layer and not to be worn as an exterior piece. Guess what; the website clearly advertises this piece as a versatile mid layer AND "standalone" jacket. Not only rude staff but not even knowledgeable about product. A store credit would have been a given at any other respectable outdoor company. This one is amateur.

I've been to this store several times and decided to leave a 5-star review because of Jack. He's helped me out both in sales and the re-bird service centre. Not only is he very knowledgeable, he is as friendly and helpful as any sales agent you'll ever meet. Thanks for all your help, Jack. Much appreciated.

Visited this store the other day to meet a guy that was selling an Arc'teryx jacket on Facebook Marketplace. I met here to authentic the jacket before purchase. Thanks to the knowledgeable staff here they were able to identify the jacket as counterfeit. I ended up purchasing a jacket from this store instead. The store felt upscale and had a really nice layout. The salesman that helped me was very good and they had lots of inventory and selection. I wish I had got his name but my pay parking was about to run out so I was in a rush. It was well worth making the trip here. Top marks. Also the jacket is great. I got caught out in heavy rain later in the day. I stayed warm and dry best jacket I've owned hands down.

How do y'all not carry your approach shoes in your Vancouver store? It's like Lululemon in here. The staff dude didn't even know what an approach shoe is

More than half their bags are perpetually out of stock in-store and online. You can add yourself to the "Notify Me" list for when they're back in stock, but you'll have to wait months on end.

Dropped off a coat at the Service Centre part of the store!

Rene was really helpful, professional, and attended to my concerns regarding the product in question.

This review (below) is not a reflection of the specific location or staff at that location: It is a review of the products
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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.

Great product, terrible in store sales service. Who trained these girls? No smile, can’t come with you and offer suggestions on what you are looking for. No common sense in offering help. It was like we disturbed them. We almost walked out. You need to train them so we can have a good experience in the store as well. We did buy a $600 jacket but could have bought way more with the right attitude.

Arc'teryx offer top-notch outdoor clothing and gear. This location offers a wider selection of items then their other locations. The staff was knowledgeable and assisted me in finding the right gear tailored to my needs. The products, as expected, weatherproof, and of superb quality, blending functionality with style. Perfect for Vancouver weather.

Their “lifetime warranty” actually applies to the lifetime of the jacket… apparently 5 years even if you only use it seasonally. Not worth the price. Go somewhere with a true warranty.

Great service, we took a backpack in which had damage and the repair service team took it in, sent everything off and the very same day we received the result!

Many thanks to the team!

Excellent services. First time be here to check out the limited edition of Beta shell jacket which is amazing. Also Re-bird program is available here.

Best of the city Arc'teryx stores. Very spacious, super attentive and knowledgeable staff.

My jacket needed some repairs that’s couldn’t be done in store, and Liam really helped me out with the entire process of sending it out.

Very poor service, the staff is indifferent and barely reach out to offer help. I purchased a gift card and they even don’t have an envelope for the gift cards. The store experience doesn’t match the brand identity and price range. I waited 15 min next to the payment station, and no one approached to ask if I need help. I left leaving the items I wanted to try because I felt that the brand with poor service doesn’t deserve my money.

Perfect service, thank you Hannah and Rene for the repairs on my rain jacket. Same day service and plenty of tips. Very happy customer!

I just brought my jacket in with a broken zipper, Osito fixed it in 5 mins! Very friendly and helpful. And he patched a hole in my puffy for me too!

I have always liked Arc'Teryx quality and design, and the fact that they are locally designed.

I used to be more proud to wear the brand.

Being in their new store I found very disappointing overall. The brand is now aiming for high-end customers and almost high-fashion with their Veilance line that seems to dominate half the store.

Sustainability, grassroots, and targeting those who spend real time in nature seems to be secondary now to high-fashion, trendy and status-seeking customers.

I am much more interested now in Patagonia, 7Mesh and other outdoor brands who seem to be doing a better job of walking the walk.

I miss the old Arc'Teryx.