"Incorrect Boots Before Christmas"

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.

"Auslandsentgelt "

Ich habe eine Jacke für 280€ bestellt und mit Kreditkarte bezahlt. Ich musste dann feststellen, dass mir vom Preis 1,85% Auslandsentgelt abgebucht worden sind in Höhe von 5,18€. Auf Nachfrage beim Kundenservice wurde mir nur mitgeteilt, dass das häufiger passiert und das Unternehmen damit nichts zu tun hat. Nirgendswo auf der Seite finde ich hierzu eine Kennzeichnung. Das Geld bekomme ich auch bei Rücksendung nicht wieder. Als Entschädigung wurde mir ein 20% Rabattgutschein zugeschickt, den ich für einen Einkaufswert ab 900€ benutzen kann. Darauf müsste ich wahrscheinlich wieder Auslandsentgelt zahlen. Absolute Frechheit!!!

"Non existent service"

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"

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

"An initially disappointing experience that turned into a disaster"

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.

"Qualität super, Versand schlecht"

Aktuell besitze ich eine leichte Jacke von Arc'teryx. Mit der Qualität bin ich sehr zufrieden. Auf Grund dieser guten Erfahrung habe ich mich für weitere Produkte dieser Marke entschieden. Darunter eine Daunenjacke aus dem Online-Outlet. Bei dieser ist leider der Oberstoff transparent, sodass man die Daunenpolster durchsehen kann und an Stellen ohne Daunen wirkt die Jacke dadurch dunkler.
Der Versand hat leider gar nicht funktioniert. Die Versandadresse war richtig angegeben mit der Hausnummer "2/1". Der Schrägstrich wurde beim Versand ignoriert und das Paket wurde bei der Hausnumer 21 abgegeben. Per Mail kam die Nachricht, dass das Paket angekommen ist, das Paket aber weit und breit nicht in Sicht...
Außerdem verwunderlich fand ich, dass man, wenn man im Online-Outlet und im normalen Online-Shop bestellt, keine gemeinsame Bestellung aufgeben kann, sondern nur geternnte.

"Premium pricing, budget serrvice"

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.

"Would be great if they ever had any product "

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

"Rücksendecode für ein Paket das nie zugestellt wurde "

Am Black friday habe ich ein dort eine Jacke gekauft.
Leider war die Zustellung nicht möglich. Nach Rücksprache mit DPD habe ich erfahren das das Paket zurück zum Absender ging.
Ich habe sofort den Kundensupport kontaktiert das sie mir das Paket bitte erneut zusenden.
Es kam keine Antwort. Ich kontaktierte sie erneut, dann entschuldigten sie sich für die verzögerte Antwort. Am selben Tag, hab ich eine email erhalten das sie sich um meine Anfrage kümmern und meine Rücksendung gerne rückerstatten und mir einen Rücksendecode geschickt????
Schwierig ein Paket zurück zu senden was man nie erhalten hat und der Support nicht in der Lage ist zu lesen.

"Made in China product at Made in Canada prices with rude, condescending customer service"

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.