Extremely disappointed with Arc'teryx…warranty repair gone wrong!
Extremely disappointed with Arc'teryx product quality and repair service.I sent in my GORE-TEX jacket for repair, and it was returned in worse condition than when I shipped it — it ripped immediately the first time I wore it. When I reached out for a second repair, the customer service rep, showed no understanding, no accountability, and simply said it “can’t be fixed.” Their resolution was dismissive and completely inadequate.For a premium, high-end brand that charges top dollar, this lack of ownership and careless handling of a faulty repair is shocking. I trusted their repair process, and they failed to honor the second time from their mistakes!#qualitycontrolgonewrong Fake Warranty!
qualitycontrolhonesty
Extremely disappointed with Arc'teryx…warranty repair gone wrong!
Extremely disappointed with Arc'teryx product quality and repair service.I sent in my GORE-TEX jacket for repair, and it was returned in worse condition than when I shipped it — it ripped immediately the first time I wore it. When I reached out for a second repair, the customer service rep, showed no understanding, no accountability, and simply said it “can’t be fixed.” Their resolution was dismissive and completely inadequate.For a premium, high-end brand that charges top dollar, this lack of ownership and careless handling of a faulty repair is shocking. I trusted their repair process, and they failed to honor the second time from their mistakes!#qualitycontrolgonewrong Fake Warranty!
qualitycontrolhonesty
Please think twice before purchasing…
Please think twice before purchasing Arc’tery garment as I purchased a premium Cerium Hoody (£350+) as a Christmas gift for my son. The zipper failed within weeks.Cotswold Outdoor at Betws y Coed are refusing my request for a refund or replacement under the Consumer Rights Act 2015. Instead, they are insisting on a repair where they explicitly stated I must choose a 'second choice' colour and that 'materials may vary.'Asking a customer to accept a mismatched/generic zipper on a brand new, premium technical garment is not a satisfactory repair. It devalues the jacket immediately.Despite pointing out that a 'patch-up' repair does not restore the goods to satisfactory quality, their support team is hiding behind the manufacturer's internal policy rather than following UK Consumer Law. I am simply asking for what I am legally entitled to: a refund or a like-for-like replacement. In my view this is shocking customer service...
Andrew
Please think twice before purchasing…
Please think twice before purchasing Arc’tery garment as I purchased a premium Cerium Hoody (£350+) as a Christmas gift for my son. The zipper failed within weeks.Cotswold Outdoor at Betws y Coed are refusing my request for a refund or replacement under the Consumer Rights Act 2015. Instead, they are insisting on a repair where they explicitly stated I must choose a 'second choice' colour and that 'materials may vary.'Asking a customer to accept a mismatched/generic zipper on a brand new, premium technical garment is not a satisfactory repair. It devalues the jacket immediately.Despite pointing out that a 'patch-up' repair does not restore the goods to satisfactory quality, their support team is hiding behind the manufacturer's internal policy rather than following UK Consumer Law. I am simply asking for what I am legally entitled to: a refund or a like-for-like replacement. In my view this is shocking customer service...
Andrew
Poor Experience
Placed an order about 2 weeks ago and was expected it to be delivered last week or today as this was supposed to be a gift. Sent an email late last week asking what had happened as my order was only partially shipped - then a refund was started without my consent and they only offered to ship me a replacement after I reached out about where the other half of my order was. They did process a new order but now the deadline has passed for when they were supposed to receive their gift AND I gave them adequate time to ship my order. No other compensation was offered which is a bit of a joke as they had all the time in the world to notify me what was going on. 1/5 experience.
Jordan Wong
Poor Experience
Placed an order about 2 weeks ago and was expected it to be delivered last week or today as this was supposed to be a gift. Sent an email late last week asking what had happened as my order was only partially shipped - then a refund was started without my consent and they only offered to ship me a replacement after I reached out about where the other half of my order was. They did process a new order but now the deadline has passed for when they were supposed to receive their gift AND I gave them adequate time to ship my order. No other compensation was offered which is a bit of a joke as they had all the time in the world to notify me what was going on. 1/5 experience.
Jordan Wong
Bad exchange experience
I bought 5 diffrent jackets in the same order. All was in a size M. They all fittet me except the sabre insulated. I have been out traveling while the order was placed and delivered, which meant that it was over the return date. I decided to go to the store on robson street an try switcting it - Not refunding! They were more than happy to do so, but the systems didnt let them do it. They then sent me to their online costumer support. But they wouldnt do ANYTHING. That is very misleading for the costumer… The online support then told me, that it is the individual store that decides if they want to make the switch/return… But how does that make any sense? How can the policy be different from store to store? I brought the jackets the time i did, because i had a promo code that would run out before I would get home. Overall, is return policy insanely strict and also different from online and individual stores???
Wild
Bad exchange experience
I bought 5 diffrent jackets in the same order. All was in a size M. They all fittet me except the sabre insulated. I have been out traveling while the order was placed and delivered, which meant that it was over the return date. I decided to go to the store on robson street an try switcting it - Not refunding! They were more than happy to do so, but the systems didnt let them do it. They then sent me to their online costumer support. But they wouldnt do ANYTHING. That is very misleading for the costumer… The online support then told me, that it is the individual store that decides if they want to make the switch/return… But how does that make any sense? How can the policy be different from store to store? I brought the jackets the time i did, because i had a promo code that would run out before I would get home. Overall, is return policy insanely strict and also different from online and individual stores???
Wild
Arcteryx - Aerios AR GTX walking boots
I have a pair of Aerios AR GTX walking boots, circa a year old which I received as a gift. I use them 2-3 times a week on only on wet days - as they're Gore-tex. As such they've probably been worn <50 times. Generally I've been happy with them; they have good grip and keep my feet dry in atrocious conditions. That said, the protective rubber around the boot has started to peel off (I've glued it back) but more seriously the lacing system has failed with one of the "eyelets loops" coming away from the boot. I wrote to Arcteryx seeking advice, but they told me that as I don't have a receipt they couldn't help - and anyway don't repair boots (or provide advice). Given these boots were well over £200, this is unacceptable. Other boot manufacturers such as Scarpa, Zamberlain, Danner, etc. offer good aftercare service and I suggest that you check out their boots before you buy from Arcteryx.
Chris Hayes
Arcteryx - Aerios AR GTX walking boots
I have a pair of Aerios AR GTX walking boots, circa a year old which I received as a gift. I use them 2-3 times a week on only on wet days - as they're Gore-tex. As such they've probably been worn <50 times. Generally I've been happy with them; they have good grip and keep my feet dry in atrocious conditions. That said, the protective rubber around the boot has started to peel off (I've glued it back) but more seriously the lacing system has failed with one of the "eyelets loops" coming away from the boot. I wrote to Arcteryx seeking advice, but they told me that as I don't have a receipt they couldn't help - and anyway don't repair boots (or provide advice). Given these boots were well over £200, this is unacceptable. Other boot manufacturers such as Scarpa, Zamberlain, Danner, etc. offer good aftercare service and I suggest that you check out their boots before you buy from Arcteryx.
Chris Hayes
No idea of quality, Premium Brand, Unclear Warranty Process — Disappointing QUALITY Experience
First I contacted online support, which they called wear and tear after 2 uses thinking that i was first using a sneaker and offered %30 percent gift card despite there a lot online reviews on the same product for quality defect which was discontinued.Then, I visited the Arc’teryx Vancouver West 4th Street location (Specialist Services) today regarding a sole issue after only two uses. The specialist compared my pair with a brand-new model in store and acknowledged a clear difference in the sole design, suggesting the newer version reflects updates to the earlier Kragg series.While he recognized the quality concern, I was told to “return after more use.” When I questioned how further wear within the warranty period would be classified, the response was that a replacement would require “writing something in the computer,” though he was unsure what that documentation should be. That lack of clarity was disappointing. Basically It should have been "Quality and customer dissatisfaction".For a premium brand like Arc’teryx, quality and customer satisfaction should be sufficient grounds for straightforward documentation — whether categorized as a quality defect or customer dissatisfaction.For comparison, Vessi and Lululemon supported similar footwear concerns after 11 months of use without attributing them to wear and tear.I appreciate the in-store specialist’s honesty in acknowledging the issue. However, the inconsistency in the warranty decision process does not align with Arc’teryx’s reputation for quality and customer care. I hope this can still be resolved appropriately.When escalated to supervisor, after 10 days in his reply I have realized that he did not ebnev read the emails for escalation which was very concerning.I knew it was produced in China but i did not know arcteryx was using the customer care approaches common in China, "no support" and "we are right".
Omur Taskin
No idea of quality, Premium Brand, Unclear Warranty Process — Disappointing QUALITY Experience
First I contacted online support, which they called wear and tear after 2 uses thinking that i was first using a sneaker and offered %30 percent gift card despite there a lot online reviews on the same product for quality defect which was discontinued.Then, I visited the Arc’teryx Vancouver West 4th Street location (Specialist Services) today regarding a sole issue after only two uses. The specialist compared my pair with a brand-new model in store and acknowledged a clear difference in the sole design, suggesting the newer version reflects updates to the earlier Kragg series.While he recognized the quality concern, I was told to “return after more use.” When I questioned how further wear within the warranty period would be classified, the response was that a replacement would require “writing something in the computer,” though he was unsure what that documentation should be. That lack of clarity was disappointing. Basically It should have been "Quality and customer dissatisfaction".For a premium brand like Arc’teryx, quality and customer satisfaction should be sufficient grounds for straightforward documentation — whether categorized as a quality defect or customer dissatisfaction.For comparison, Vessi and Lululemon supported similar footwear concerns after 11 months of use without attributing them to wear and tear.I appreciate the in-store specialist’s honesty in acknowledging the issue. However, the inconsistency in the warranty decision process does not align with Arc’teryx’s reputation for quality and customer care. I hope this can still be resolved appropriately.When escalated to supervisor, after 10 days in his reply I have realized that he did not ebnev read the emails for escalation which was very concerning.I knew it was produced in China but i did not know arcteryx was using the customer care approaches common in China, "no support" and "we are right".
Omur Taskin
If I could give a zero star I would
If I could give a zero star I would. For a jacket at this price, to have a broken zip less than 5 months in to occasional use is not great. But to have us going backwards and forwards on repairs is even worse. Replace the coat, move on and take responsibility. Dreadful excuses and far too much back and forth - do you not understand the concept of looking after a customer? What an awful anwful experience for a premium brand to be part of. Our saga started over a week ago … and in the meantime, with the weather as it is… mmmmmm
Ruaraidh Thomas
If I could give a zero star I would
If I could give a zero star I would. For a jacket at this price, to have a broken zip less than 5 months in to occasional use is not great. But to have us going backwards and forwards on repairs is even worse. Replace the coat, move on and take responsibility. Dreadful excuses and far too much back and forth - do you not understand the concept of looking after a customer? What an awful anwful experience for a premium brand to be part of. Our saga started over a week ago … and in the meantime, with the weather as it is… mmmmmm
Ruaraidh Thomas
Not sure if it is always worth the price of admission.
Arcteryx is very pricey and customer service can be hit or miss. At these prices, the customer service should really feel over the top. Be careful when purchasing online. The rules are rigid and while the customer service responses are prompt, the accommodations they provide may not be in line with other sellers and brands. I will say that the Arcteryx did offer me a voucher to replace two items after the seams delaminated. They won't cover tears in fabric. After 22 years as a brand loyalist, I may be cross shopping with other brands/companies. YMMV.
DA
Not sure if it is always worth the price of admission.
Arcteryx is very pricey and customer service can be hit or miss. At these prices, the customer service should really feel over the top. Be careful when purchasing online. The rules are rigid and while the customer service responses are prompt, the accommodations they provide may not be in line with other sellers and brands. I will say that the Arcteryx did offer me a voucher to replace two items after the seams delaminated. They won't cover tears in fabric. After 22 years as a brand loyalist, I may be cross shopping with other brands/companies. YMMV.
DA
If I could give zero stars I would
If I could give zero stars I would. My Alpha SV is falling apart at the seams. I sent it in to their warranty repair department and was told it’s my fault for sweating in it and not washing it. Yet I have consistently washed it per their guidelines and instructions. For a jacket this expensive it should not fall apart and disintegrate while using it for what it was allegedly designed for. When speaking with the customer service department they only offered a 20% buy back coupon and said nothing could be fixed. Gear re store thankfully has offered to try and fix it. This brand used to have the best customer service and warranty in the business. The jacket has completely delaminated after only 6 years of use. Arc’teryx no longer stands by their gear. No longer recommend, go elsewhere, especially given the price.
Paul Sumpton
If I could give zero stars I would
If I could give zero stars I would. My Alpha SV is falling apart at the seams. I sent it in to their warranty repair department and was told it’s my fault for sweating in it and not washing it. Yet I have consistently washed it per their guidelines and instructions. For a jacket this expensive it should not fall apart and disintegrate while using it for what it was allegedly designed for. When speaking with the customer service department they only offered a 20% buy back coupon and said nothing could be fixed. Gear re store thankfully has offered to try and fix it. This brand used to have the best customer service and warranty in the business. The jacket has completely delaminated after only 6 years of use. Arc’teryx no longer stands by their gear. No longer recommend, go elsewhere, especially given the price.
Paul Sumpton
Arc’teryx jacket
I bought an Arc’teryx jacket on December 24th and was honestly really disappointed. The jacket felt incredibly thin, almost like paper, and not at all what I expected, so I wanted to return it.The problem was that we couldn’t find the order number anywhere, which you need in order to make a return. We contacted customer service around December 27th asking for help. They replied quickly, but their response didn’t actually solve anything or help us move forward. So we sent another email around December 28th.Since then, we haven’t heard anything back for over a month, and now the return period has passed. That’s extremely frustrating and feels like very poor customer service.Based on this experience, I definitely can’t recommend buying from here.
Mikkel
Arc’teryx jacket
I bought an Arc’teryx jacket on December 24th and was honestly really disappointed. The jacket felt incredibly thin, almost like paper, and not at all what I expected, so I wanted to return it.The problem was that we couldn’t find the order number anywhere, which you need in order to make a return. We contacted customer service around December 27th asking for help. They replied quickly, but their response didn’t actually solve anything or help us move forward. So we sent another email around December 28th.Since then, we haven’t heard anything back for over a month, and now the return period has passed. That’s extremely frustrating and feels like very poor customer service.Based on this experience, I definitely can’t recommend buying from here.
Mikkel
