Arc’teryx Equipment Reviews 14,384

Worst customer service ever.

I made quite a large order with multiple jackets totaling £1000+ before Christmas, and ordering with expedited shipping, for arrival Dec 17th.

The package went missing with UPS -which I realise is not Arcteryx’s fault - however, they have not made any effort to remedy this beyond vague emails asking for patience while they investigate. There is zero appreciation for the fact I have spent a large amount of money and they have not delivered the goods.

Having waited almost a month, I will now be instituting a charge back with my credit card company given this fradulent activity by Arcteryx and making a claim with the trading standards authority.

Ordered a fleece for my husband for Christmas on 11th December. Went missing at ups warehouse on 16th. Been chasing ever since no fleece no refund. Absolutely dreadful do not order on line.

I placed an order with you for for £800 of goods. Arcteryx have taken my money , but the product has not arrived . I have just looked at the UPS tracking details which says: Monday, January 6 5:33 AM | CATERHAM - All merchandise is missing and the empty carton was discarded. UPS will notify the sender.

Order #: 0035067142

I have heard nothing from Arcteryx & my money has been taken! A very disappointed & unhappy customer.

I ordered a cap as a present for a family member. It was due to arrive before Christmas but actually arrived a week late. The only offer of compensation was 20% off a future purchase. I note that others have had a similar experience. I will not be using them again.

Purchased a Fissile SV coat and I'm super impressed with the quality and design of the coat. Hoping it's durable and the customer service is great if ever needed with such an expensive item. Arrived really fast and packaged well. Think I'll be back to test out the other products...

I used to love this company. My daughter and I got to doing random hikes so often eventually i changed out my entire wardrobe with arcteryx so at any point we could just meander as we like... then I bought the gamma mx pant. My gamma mx jacket had suffered so much abuse and still looks new 4 years later. So, when i saw they gamma mx pants I was thrilled. The pants ripped the first day I wore them, arcteryx did nothing but recommend taping it. I figured well I'm pretty rough on my stuff so maybe i took it too far. Then I saw several posts with the exact same tear in roughly the same area and the tear was the same shape a kind of square corner type rip. It was an obvious manufacturing defect. Contacted them and they did nothing. Then, figuring its a fluke but i still want durable clothing, I bought a covert cardigan and it ripped as well, same treatment. Everything that i bought before the gamma mx pant still looks brand new to this day. If it was just that i was too rough on my gear I could accept it but theres such a hard line when they switched from durable and sustainable to overpriced fast fashion on a small scale. I don't know what brand I'm going to buy when this stuff wears out but it won't be arcteryx.

Genuinely experienced some of the worst customer service ever from a supposedly premium brand. I went to their flagship store in London and experienced almost negative customer service. I should have been deterred, however I decided to order a coat online. Despite assurances on delivery days, I was kept waiting at home for days on end. Whilst I appreciate the courier is not Arc'teryx, they do still represent the company. The response from Arc'teryx essentially is a shoulder shrug, with an offer of a discount on a future purchase (!). To get to this generous offer took days and days of emails, with the staff wilfully misunderstanding the complaint and misnaming me. The shame of it is that I like the coat (hence the two starts) so shall be keeping it (I appreciate that this is not exactly a massive problem!).

I wrote an honest review on their own site which they decided to delete, with no reason given.

So, if you like something and can find it in-store and don't require any assistance, I would say go for it. If you have to rely on any customer service or a home delivery, I would avoid.

Do not trust the online part of this company for anything important. We ordered gloves for our son's Xmas present on 1 December and were repeatedly told they were out for delivery...delayed but on their way...etc. This morning (1 working day before Christmas) we telephoned customer services to be told that the gloves would not be delivered, had been returned to them in Germany and that a refund might be processed in due course if someone opened the package...? "Jessica" on customer services refused to give her surname and then put the phone down when I asked to speak to her manager. My son will be sad, but that is the last time we buy anything from these muppets.

I ordered a pair of black/black Kopec boots on the 13th of December. This was supposed to be a Christmas present for my son as the colder months are quickly approaching. Five days later, on the 18th, the boots came in. I thought this was perfect timing as I could wrap them up and put them under the tree in time for the holiday. However, after opening the box I was very disappointed to find that the boots were a completely different colorway. Instead of receiving the boots in the all black color scheme, I was given a bright-orange, light-grey, and black colored boots. I know my son would not like these so I quickly try to access the website's customer service support. I was disconnected 3 separate times from 3 different support agents. I filed a claim on their website and I am just now finding out that there is basically nothing they can do and I have to return these bright boots before they can even think about sending out the boots that were actually ordered. This is only after they take a week to "examine" the boots. I will not be receiving anything before Christmas or even the New Year. This is my first time using the company's website to purchase an item, and I have to say it will also be my last.

I ordered a beanie for my son’s birthday and had email confirmation same day my order was ready to ship. 12 days later on his birthday, no communication and still no sign of the beanie. I rang customer service and was told they could see it was being shipped that day from their warehouse in Germany. 5 days later, still no beanie. Rang and was told that there was a problem with the order and it looked as though it had never left the warehouse. I was offered a refund. I have to wait for an email to confirm management have agreed I can have a refund. I will not be ordering from this place again.

almost as good as patagonia, but super close especially for outdoor and functional use

Original review from Dec 2024:
I purchased a pair of pants from an Arc’teryx offline store, and the experience has been nothing short of a nightmare.

First, the store failed to remove the anti-theft tag, which I only discovered after I got home—on the day of my flight, no less. This forced me to take an additional one-hour trip back to the store to have it removed, an inconvenience that should have never happened.

Second, the product itself was faulty, but their customer service was even worse. After submitting a product service request, it was accepted, and I was told I could return the pants. However, when I brought this to the offline store, they refused to honor the decision and insisted I could only receive store credit or an exchange.

This entire ordeal has been unnecessarily frustrating and unprofessional. Arc’teryx’s mishandling of this situation reflects poorly on what I had assumed was a premium brand. I expected much better.

Update as of Feb 2025:
After receiving a second reassurance email from the customer service who said the offline store should respect the return and that they could call the Arc'teryx customer service number if they need to verify, I visited the store again, anticipating no issues. Surprisingly, the offline store again refused to respect the return decision made by the customer service, and I had to spend close to an hour standing, waiting, explaining and showing my email thread with Arc'teryx customer service to the staff. One staff member finally 'made an exception' for me when I asked about why they couldn't just pull up my email thread with the customer service from their system. Apparently, the system somehow failed to register a case for my return and so no one could see my email thread beyond the first few. Despite the fact that mistakes were made on the Arc'teryx's end, I was reprimanded (!) for not respecting the offline store return policy. I simply smiled and appreciated the staff member making an effort for 'making an exception', since I did not want to waste more time, but this was a great first-hand experience of how to lose someone's trust to a degree that cannot be recovered.

Ordered jacket more than 2 weeks ago and was meant to be delivered - but never was and now seems to have disappeared in the delivery chain and no one can give an answer as to when will get it. I seem to be treated like a burden to the company for wanting to know where my product that I paid more than £400 for. They are not pro-active at all and customer service is woeful requiring me to chase continually. Seems to be going downhill fast as a premium brand if this continues.

They never have anything in stock. What’s the point?

Ordered pants using a one time use promo code which still had months left on its validity. I have no stores nearby which stock the Wool Convex Pants I was interested in so took a best guess at my size and ordered from the website.

The pants arrived and they were too small so I called customer service to see if they could help me out. Customer service rep stated that they did not do exchanges and I would have to return and order for FULL PRICE. Why punish customers for not picking the correct size?

Anyway, when I asked if I could speak to a manager I was put on hold for 15 minutes, the rep came back and insisted that none were available right now and that there was nothing they could do. I told her I would wait to speak with one no matter how long it took; however, she continually refused to allow me to speak to a manager. She was incredibly rude and condescending. They forced me to "take a number" with an email case and now I have to wait 3 days to hear back from ANYONE.

I have spent thousands of dollars with this brand, but this experience has been so poor that I think this will be the last time I try to buy anything from the brand. Apparently, you get punished for their inability to have nearby stores or a size exchange policy to get the correct size.

Its a $400 pair of pants made in China. Margins are huge for these guys so you'd think the least they could do is invest in brand loyalty. Really disappointed.

Love that Arc’teryx design their clothing with long arms as standard. While the products are a bit on the expensive side, the quality seems worth it. On top of that, delivery from Germany was impressively fast. Overall, I’m very happy with my purchase and will definitely be coming back for more!

Ordered the Metric IS pants in XXS. However the item I received says S/P - although the packing slip says size XXS. I saw they had the same item on ReGear (Metric IS pants, limelight, xxs, like new) but at a higher price. I asked if I could buy these pants for the same price - so I would actually get the item I paid for. They said no.

In addition, around the same time I purchased the Sentinel jacket on their Outlet site and I’m still waiting for the item to arrive - it’s been 2 weeks.

This is a joke. They sell their items for $$$$ yet they do not care about the customer at all.

Order number: 0033178912

I’m a frequent Arc’teryx customer—this was my sixth (6!) order from their official website alone. Unfortunately, it’s also been my worst experience. My order, worth $1483 CAD (purchased with a 50% off promo code), was delivered, but none of the businesses at the receiving address saw the package (I contacted each of them personally to clarify). So it means not only did I lose the package, but I also lost the promo code and the chance to repurchase the items at the same discount.

UPS investigation was initiated, which provided absolutely no new information—they simply repeated what I could already see using the tracking code. All I wanted to know, which business received my package? Where is the photo proof, where is the sign of the recipient? None of this was provided to me. Despite this, Arc’teryx thought it was a valid reason to close the case, offering no resolution or compensation.

What’s most frustrating is the inconsistency in Arc’teryx’s approach. Based on my research, they have refunded other numerous customers in exactly the same situations. Why am I being treated differently?

None of the businesses at the delivery address received the package, and I expect Arc’teryx to take responsibility and issue a refund.

The disregard for its loyal customers is unacceptable. I no longer recommend this company and will make sure others are aware of their unreliable and inconsistent service. If you care about fixing this mess, you can reach out to me with a proper solution. Otherwise, you’ve lost my trust for good.

I bought a long black puffer jacket for $900. It is not warm at all and the white feather sticks out as it does with a $100 jacket. Very low quality and overpriced. It was my first and last experience with this brand. Just awful.

Terrible experience.

Purchase not delivered. They said met customer, actually not. Not signature need, no delivered photos has been taken.

Terrible customer support, they investigated for over 3 weeks. Still cannot resolve this issue and I didn’t get any reply yet.

Order number: 0032649941