Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through the Arc'teryx official website and paid in full. However, when the package was delivered, it arrived completely emptyno product was inside the box. I don't think the box is damaged or stolen because I went to pick it up immediately after receiving the delivery notification, so there was no chance for the item to have been stolen in the meantime. This suggests that the product was never placed in the parcel or was taken during shipping.I paid Arc'teryx directly, not **** and as the customer, I have not received what I paid for. I reported this incident to the local police as suggested by Arc'teryx customer service.Arc'teryx customer service has not provided a resolution, it seems like they think they are not responsible for my loss. I was told they are investigating based on the package weight, but that does not help me as a customer who received nothing. I need further investigation, or I have asked for either a full refund of the product.I am seeking a resolution and want to warn others about this serious issue. I trusted the Arc'teryx brand and feel I have been left without support or accountability.

  Business Response

  Date: 14/04/2025

  Arc'teryx is resolving the case directly with the guest.

  We will be refunding the guest for the full amount of $847.50 Order # 0036616982 back to the original payment method.

  Thank you.

  Customer Answer

  Date: 24/04/2025

   
  Complaint: 23158334
  
  I am rejecting this response because:
  
  The manager sent me an email and agreeing for processing the refund related to my order.

  But after waiting for 10 days, I have not yet received the refund in my bank account. As it has been over 10 business days since your last message, I wanted to kindly follow up to check on the status and see if there might be any issue that needs to be addressed.

  
  Please let me know if any additional information is needed from my side to assist in resolving this matter. Looking forward to your response.
  Best regards,
  Yuance
  

  Business Response

  Date: 25/04/2025

  Hello,

  As has been communicated directly to the guest via ************************* we cannot process the refund until the bank confirms that the initial dispute has been reversed.

  The guest disputed the charge originally, which Arc'teryx was unaware of at the time we agreed to refund the order.

  We cannot refund an amount that has been disputed by the bank.

  Once the dispute has been reversed, the refund will be issued. This may take a few weeks to process.

  The guest can contact Arc'teryx directly through the active case with our ************** team.

  Thank you.

• Initial Complaint

  Date:20/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Details: On December 22, 2024, I placed an order on the Canadian official website of Arc'teryx for two Gamma MX Jackets (Men's) in the Solitude color, with a total amount of 800 CAD, paid using a gift card ending with 8218. The order was shipped under *** tracking number 1Z992W4W0426165930.Issue Experienced: Upon receiving the shipment, I discovered that the package contained only one jacket instead of two as ordered. Fortunately, I had recorded an unboxing video while opening the package, which clearly shows the presence of only one item in the parcel. I immediately contacted Arc'teryx customer service and provided them with the unboxing video as proof.Companys Response: Despite the evidence I provided, Arc'teryx denied any error in their shipment and refused to send the missing item or issue a refund. Their insistence that I received the correct number of items is entirely inconsistent with the video ********* ************************* After Arc'teryx refused to address my concerns, I reached out to ***, the shipping carrier, to escalate the matter. *** conducted an investigation and later notified me that they approved compensation for the missing item. However, *** clarified that the compensation would be issued directly to Arc'teryx as the sender, and Arc'teryx must then process the refund or replacement for ******** Attempt with Arc'teryx: Armed with the *** investigation results, I made one final attempt to contact Arc'teryx for resolution. Unfortunately, they continued to deny responsibility, standing by their previous position and refusing to compensate me for the missing jacket.This has left me without a product I paid for, with no resolution from Arc'teryx despite clear evidence supporting my claim and ***'s acknowledgment of the issue. Their behavior showcases a complete lack of accountability and customer service.

  Business Response

  Date: 02/04/2025

  Please see attached document titled "BBB Complaint ID # ********"

  Thank you.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23090211
  
  I am rejecting this response because:

  Archaeopteryx is wrong and seriously inconsistent with the facts. I have already written out the relevant evidence in the document.
  Sincerely,
  
  ******* **

  Business Response

  Date: 03/04/2025

  Arc'teryx rejects this claim based on the documents provided in the initial response.

  Additionally, guest response is AI Generated which may contain inaccurate information.

  Thank you.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23090211
  
  I am rejecting this response because:
  All the information I provided is accurate. Last time, Arc'teryx rejected me because the evidence I provided was inconsistent. But this time, there is a different reason. I have decided to sue ********** In addition, my English is not good, so I can only use tools to help me type in English. Arc'teryx is discriminating against me.
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:19/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 19, during an online chat (OC), the customer service representative confirmed that there had been no updates to the return package's tracking information and stated that an investigation would take 3-5 business days. I followed up on January 21, and was told to expect a response within 2-3 days. On January 23, I was informed that the investigation would require an additional 1-3 business days to conclude (Case Number: 01659032).However, on January 24, Lululemon refused to issue the refund without providing a satisfactory explanation. I responded on January 27, requesting a proper investigation into the logistics of the return. I sent further email reminders (EM) on January 28 and January 29, but was informed that the case had been closed and the refund would not be issued.On February 11, I requested the return of my package, but this was refused. I reiterated my request on February 12, providing reasoning for why the package should be returned. Despite sending another email on February 13, I received no response from the seller. The seller has not replied since 14/2/2025. I'm desperate for a resolution because I paid with a gift card and Arc'teryx Equipment Inc refunded to refund me a new one while their desinated carrier took custody of the items I paid for.

  Business Response

  Date: 20/02/2025

  We have thoroughly reviewed the details of your case: ********) and have completed a comprehensive investigation. Based on the findings from our review, we have determined that there are significant discrepancies surrounding the return package in question, which appear to be consistent with issues related to the misdirection of returns.

  Additionally, throughout your communications, you referenced Arc'teryx as Lululemon and Carhartt, which indicates a potential confusion between our company and these other brands. This confusion suggests that similar actions may be occurring with other retailers, leading us to believe that the patterns of activity in your case may not be isolated to our company. We take these inconsistencies seriously, as they raise concerns about the integrity of the return process.
  

  Furthermore, our investigation revealed that your account is linked to freight forwarding addresses, a common factor associated with irregular or suspicious return practices. In addition to this, we have identified multiple other accounts connected to your name that have shown activity consistent with the same patterns of behavior. Freight forwarding addresses are often used to redirect returns in ways that can create complications and inconsistencies, and multiple linked accounts suggest a broader scope of activity that needs to be carefully considered.
  

  Given the combination of these factors the confusion with other brands, the use of freight forwarding addresses, and the linked accounts exhibiting irregular activity we have determined that the return in question falls outside of our standard return and refund policies. We have completed our investigation and, as a result, we are closing this matter with no further action to be taken. We will not be issuing a refund for this return, and our decision is final.
  

  This course of action has been taken to protect the integrity of our business and to ensure that our returns process is not abused. Our policies are in place to safeguard both our customers and our company from fraudulent activities. While we understand that this decision may not be the outcome you were hoping for, please be assured that it was made based on the careful evaluation of all available information and is consistent with our established procedures.
  We have no intention of taking further action at this time, and we consider this matter closed. Should you have any further inquiries, we will be happy to assist, but please understand that the resolution weve reached is final.
  Thank you for your understanding and attention to this matter.
  

  Kind regards.

  Customer Answer

  Date: 24/02/2025

   
  Complaint: 22951625
  

  Dear Arc'teryx Team,

  
  Thank you for your detailed response regarding my refund request. However, I must respectfully disagree with your decision and would like to address the points raised in your explanation. I kindly request a reconsideration of your decision based on the following:

  
  Carrier's Responsibility for Lost Package
  The shipping details associated with the return (Tracking #1ZC6H5729012447181) clearly indicate that the package has been pending delivery since December 19, 2024. This delay and subsequent loss of the package are solely due to the misperformance of **** the carrier designated by Arc'teryx. As the carrier was chosen by your company, the responsibility for the lost package lies with Arc'teryx and **** not with me. I fulfilled my obligation by returning the items as instructed, and I should not be penalized for the carrier's failure. I respectfully request a full refund as the items I paid for are now lost due to no fault of my own.

  
  Accusation of Multiple Accounts and Brand Confusion
  Your assertion that my account is linked to multiple names and brands is not a valid reason to deny my refund. As a regular online shopper, it is common to purchase from various brands, and my consumer rights remain protected regardless of where I shop. The occasional mention of other brands in my communications was unintentional and does not negate the legitimacy of my refund request. Additionally, you have not addressed the fact that I have successfully placed and retained orders with Arc'teryx without issue. This inconsistency in your reasoning raises questions about the fairness of your decision.

  
  Freight Forwarding Addresses
  Arc'teryx's terms and conditions do not explicitly prohibit the use of freight forwarding addresses. If this is a concern for your company, it should be clearly stated in your policies. Moreover, the use of a freight forwarding address does not absolve Arc'teryx or its designated carrier from their responsibility to ensure the safe delivery of returned items. The package was lost while in the possession of **** and the shipping address should not be used as a justification for denying my refund.

  
  Lack of Evidence of Fraudulent Activity
  While your investigation mentions "irregular or suspicious return practices," you have not provided any concrete evidence of fraudulent activity on my part. My return request is based on legitimate dissatisfaction with the product, and I followed your return process as instructed. Without clear evidence of wrongdoing, your decision to deny my refund appears unjust and inconsistent with consumer protection regulations.
  
  Additionally, thanks to numerous cases shared on social media, it is clear that Arc'teryx has a recurring pattern of failing to assist customers with legitimate refund requests. This is not an isolated incident, you even refused to properly investigate the missing package with your delivery partner and your refusal to take responsibility for your carriers failure is indicative of a systemic issue within your company. I urge you to reflect on your return process and consider how this approach is damaging your reputation.

  I have been more than patient and cooperative throughout this process, but your lack of accountability and support has left me with no choice but to escalate this matter. I demand either a full refund for the lost items or the immediate return of the items I paid for. This is a reasonable and fair resolution, and I expect your prompt action.
  
  Sincerely,
  
  Zomei Ling

  Business Response

  Date: 24/02/2025

  Thank you for following up regarding Case: ********.

  After our thorough review and internal investigation, Arc'teryx Equipment has made the final decision to close this case. Based on the information available and our internal policies, no further action will be taken on our part.
  

  We understand that this matter may not have been resolved to your satisfaction; however, we have determined that the issue falls outside of our standard return and refund guidelines. As such, we are unable to process the requested refund.
  

  At this stage, we suggest that the guest pursue an alternative resolution independently, as the case is now considered closed within our system.
  

  We appreciate your understanding and cooperation in this matter.

  Customer Answer

  Date: 27/02/2025

   
  Complaint: 22951625
  
  I am rejecting this response because: The seller made its decision without thorough investigation or proper assistance with me. It's baseless and unfair.
  
  Sincerely,
  
  Zomei Ling

• Initial Complaint

  Date:16/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Oct 13th on Arc'teryx's offical website(**********************************************************) for 2 jackets using 2 gift cards. The toatl was 800 *********** tracking shows the package was delivered on Wednesday, November 13 after they created the label on 10/31/2024 and I dropped the package off on 11/06/2024. Right now they claimed the package was received empty without any proof. I request a thorough investiagtion on their delivery partner but they don't even reply to my emails. This seller is disappointing the h*** out of me with the worst attitude I've ever experienced! Please asssit me

  Customer Answer

  Date: 17/12/2024

  Dear *************** am writing to formally file a complaint against US-Arcteryx regarding a failure to issue a refund for items I returned, despite fulfilling all required return procedures. I am seeking your assistance in resolving this matter and clarifying my position to help initiate further action against the seller.
  Payment method:gift cards
  Order Number: 0032402479
  Date of Purchase: October 14, 2024
  Date of Return: 10/31/2024
  Return Tracking Number: [1ZC6H5729002231404
  Refund Amount:$800
  I initiated the return of the items purchased from US-Arcteryx on 10/31/2024, following the guidelines outlined by their return policy. The return was confirmed and the items were received by their facility on Wednesday, November 13, as verified by tracking information.
  However, despite this, I have yet to receive the refund. Multiple attempts to contact US-Arcteryx customer service have resulted in unhelpful responses, and no concrete explanation has been provided for the delay or refusal to issue the refund.
  I have made every effort to resolve this issue directly with the company, but I now seek the BBB's intervention to assist in ensuring that my rights as a consumer are upheld, and that US-Arcteryx complies with their obligations under consumer protection laws.
  I kindly request your support in investigating this matter, and I would appreciate any guidance you can provide regarding the next steps I should take to escalate this issue if needed.
  Please feel free to contact me at via email at ********************* should you require any further information or documentation.
  Thank you for your time and assistance.
  Sincerely,
  Zonyi L
  

  Customer Answer

  Date: 18/12/2024

  Zonyi **

  Business Response

  Date: 18/12/2024

  Hello,

   

  Please see attached image of Arc'teryx warehouse note in return file for RMA R1-0032402479.

  Guest returned paper and did not return Arc'teryx items slated for delivery. As such, Arc'teryx cannot issue a refund.

   

  Customer Answer

  Date: 19/12/2024

   
  Complaint: 22692039
  
  Hi Arc'teryx,
  I am writing to formally dispute your claim that the package I returned under RMA R1-0032402479 contained only blank paper. I am deeply concerned about this allegation and the lack of evidence provided to support it.
  When I returned the package, it contained all the Arc'teryx items as originally purchased. I followed your return process carefully, ensuring the items were properly packaged and shipped. Your claim seems to suggest mishandling or tampering during the return process, for which I cannot be held responsible.
  Key Points I Request to Be Addressed:
  Evidence:
  Please provide photographs, video evidence, or any documentation showing that the package you received contained only blank paper. Without such evidence, your claim remains unsubstantiated.
  Investigation:
  I request that you investigate the matter thoroughly with your delivery partner. This includes verifying the package's weight at the time of return, as the weight should align with the items I shipped rather than blank paper.
  Fair Resolution:
  I believe I am entitled to a full refund based on the fact that I returned the items as required. Should there be evidence of tampering, this issue would fall under the responsibility of your logistics chain, and I should not be penalized for it.

  
  Sincerely,
  Zonyi Li

  Business Response

  Date: 20/12/2024

  Please see three attached images from our internal Returns portal.

  Warehouse documentation confirms that this is a fraudulent return associated with RMA R1-0032402479 and package contained paper.

  Arc'teryx will not be refunding this order.

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction:Order date: November 15, 2024 Expected delivery date: November 20, 2024 The amount of money you paid the business:Order #**********: $577.50 (tax included)Order #**********: $590.63 (tax included)Total payment: $1,168.13 Payment method: Gift cards What the business committed to provide:First item: Thorium Jacket Women's (Black, Size L) Order #**********, Tracking #1ZW529F12095407612 Second item: Beta AR Jacket Men's (Stone Wash, Size XL) Order #**********, Tracking #1ZH9208K0435356652 Committed to deliver to: **** *** *** ************************************************************************************* What the nature of the dispute is:Packages were marked as delivered on November 20, 2024, but never received *** conducted investigation and confirmed packages were lost *** has processed compensation payment to Arc'teryx Arc'teryx refuses to provide refund or replacement Arc'teryx is retaining *** compensation without forwarding to customer Arc'teryx has terminated all communication regarding this case Whether or not the business has tried to resolve the problem:No, Arc'teryx has:Refused to process any refund or replacement Used previous delivery issues as reason for denial Ignored evidence of *** compensation payment Terminated all communication about this case Refused to provide any alternative resolution If the issue involves advertising:Not applicable to this dispute Supporting Evidence Available:Complete order confirmation emails Payment transaction records *** investigation results Full chat history with *** confirming loss and compensation All correspondence with Arc'teryx customer service Delivery status documentation *** compensation confirmation

  Business Response

  Date: 04/12/2024

  Please see attached document titled "BBB Complaint ID ********"

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 22635499
  
  I am rejecting this response because:

  The *** official has already passed the claims review, and multiple pieces of evidence support me. For a detailed explanation, I have created a PDF document attached. 
  
  Sincerely,
  
  **** *** Hao

  Business Response

  Date: 05/12/2024

   

  The account on which these claims have been made is associated with multiple other accounts. There are multiple previous lost package claims in addition to bulk purchasing patterns and freight forwarding with these associated accounts.

  Please note that Arc'teryx does not support bulk buying or freight forwarding. These orders were delivered to a commercial address; Arc'teryx recommends shipping to residential addresses only.

   

  As there was clear Proof of Delivery supplied by *** upon original delivery date, Arc'teryx did not conduct an investigation. Guest pursued their own investigation with ***. 

  Arc'teryx will be reversing these claims with *** as we have fulfilled the orders and successfully delivered to the correct address.

   

  Arc'teryx is final in its decision to not replace or refund Order # ********** and Order # 0033068833.

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 22635499
  
  I am rejecting this response because:
  Do not support bulk purchase clearly can close my order, the order was sent out so lost have the responsibility to find. As for the previous claims, you can check the previous claims. They are all your problems, aren't they? You have closed orders for several times because of insufficient inventory, but the money was not returned to me. It is right for me to claim compensation from you.
  Sincerely,
  
  **** *** ***

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had 2 orders from ****** that included Sigma SL pants. In order 1DE3D5F9, they are supposed to be labyrinth (***************/18) and in DEDC1303, they are supposed to be black sapphire (***************/18). However, I noticed upon receiving the black sapphire pants that they are the exact same down to the fabric color and zipper, which the online images show should be different. I verified on the piece that the item number is the same for both *******, meaning I did not receive the labyrinth pants. However, I was only offered a refund on the more recent order of the black sapphire and not the labyrinth pants, and I did not want to return the black sapphire ones as that was what I ordered. I sent a followup email showing both are the same with the item numbers being identical and never received a response and it has been months without resolution and I paid ****** for an item that I did not order. This has been a problem in the past as ReGear's email server does not appear to handle images well, and they also frequently send incorrect items, with my most recent order having 2 out 3 items be incorrect.

  Business Response

  Date: 14/11/2024

  Hello,

   

  Arc'teryx ReGear Team has contacted the guest on November 13, 2024, providing a pre-paid return shipping label.

  Once the incorrect Sigma FL Pant from Order 1DE3D5F9 is received, a refund will be processed for $110.59.

  Thank you.

   

   

• Initial Complaint

  Date:29/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a consumer, and according to the Canadian Consumer Protection Act, I have the right to make a clear request based on the inaccurate information provided on your Regear website. Due to the lack of clear indication about the "no gloves accepted" policy, I unknowingly mailed two perfectly good pairs of gloves to the designated location. Considering that these gloves are still my personal property, and referencing todays trade-in value on Arcteryxs trade-in "****************************************************************"website (CAD ***** and CAD *****, totaling CAD ******), I kindly request that you refund the corresponding amount or provide an equivalent gift card as compensation. I hope this matter can be resolved promptly. I hope this matter can be resolved promptly. Sep 30, 2024 - Successfully applied for a 30% trade-in request on Regear.Oct 1, 2024 - Mailed clothing and gloves to the designated Regear location.Oct 7, 2024 - Received confirmation from Regear that the trade-in was processed and noticed that gloves were not marked as rejected accessories.Oct 8, 2024 - Discovered misleading information on the Regear website and submitted a compensation claim to the Customer Experience Associate.Oct 9, 2024 - Compensation request was rejected; resubmitted the claim for compensation.Oct 11, 2024 - Compensation claim was accepted.Oct 24, 2024 - Informed that compensation would not be granted; submitted the compensation claim again.Oct 28, 2024 - Informed once again that compensation would not be granted.

  Customer Answer

  Date: 29/10/2024

  The Regear program by Arc'teryx allows customers to receive a discount or gift card toward new products by returning their used items. Customers can apply online or at physical stores, and Regear will review and determine the trade-in value. Due to misleading information in the online trade-in process (evidence provided), I mistakenly sent gloves that are not eligible for trade-in. The gloves themselves are not defective, but when I requested their return, my request was denied. Therefore, I am now seeking compensation based on the trade-in value indicated for gloves on the Regear website.

  Business Response

  Date: 29/10/2024

  Please see attached document.

   

  Thank you.

  Customer Answer

  Date: 30/10/2024

  
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  ?????????????? ******** ?????,?????????????
  
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• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I had a discount code of 40% from arcteryx, which was provided to me by the resolution team ******** for a warranty claim. After a month of having it I tried to use it to buy a jacket. When I gave the code it said the code is expired. I contacted back ***** and she said the history shows you have attempted to use this code 8 times that 7 times the order was not complete and the 8th time it was used. I was totally shocked! Cause I couldnt buy anything the website (my cart page) was giving error and I was not able to access it. Once I was it told me my code is expired. I asked them please let me know what did I bought, when did I bought and to what address was it posted. Unfortunately, non of my questions were answered by ******. She just kept saying it was used. Ok but I need to know based on what documentation are you telling me it was used?? As I am 100% sure that I have not used it. She stopped answering my emails, never answered my phone calls and forwarded my case to another person, they are all just like automated answering machines, no matter what I an saying or asking for, just keep saying we are sorry the discount code was used and we cant issue another one. Now I am really frustrated and mad. I need to know if that code was used, then who used it? Why dont they gave me the shopping information?? What was bought with that code? The name? Address? The code was C4DUL4EJ8X0

  Business Response

  Date: 11/09/2024

  Hello ****,

  Please find our response attached. As the promotional code was used on an order correlating to a different account, due to privacy and security laws we are unable to share any information regarding the guests information.

  Thank you.

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22244413
  
  I am rejecting this response because:

  you just provided the history of our calls and not my question!!!

  As the owner of that code I am authorizing you to release the purchase information. I need to know who has used that code as from my side no one had the code and as I am conscious and well aware, I can assure that I havent used the code.

  There is only only one possibility that you cancel the code yourself, otherwise I see no reason why you cant provide answer to the code owner!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 19/09/2024

  Hello,

  We have confirmed that the promotional code was only issued to the email address linked to the guests account. If their email has been compromised and the code was used without their permission Arc'teryx is not responsible.

  Thank you.

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22244413
  
  I am rejecting this response because:

  this is a false and invaluable response. You are still avoiding to reply to my questions. Except me the resolution team members had the code as well. Maybe it was a leakage from Arcteryx! My email has never been exposed to any suspicious action.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a jacket online through the regear store for a total of $620.48. The jacket has apparently been shipped. I paid for this using two different gift cards and a ****** all in my name.Somehow I was charged again for the exact same amount on one of the gift cards I used to purchase the jacket.Arcteryx tells me that they can see that the amount is now marked as "pending" but I must contact regear to get my monies back into my gift card.Regear tells me I must contact Arcteryx to get this resolved. I've sent and received dozens of emails with none acknowledging the problem and all continuing to send me information that is not even remotely helpful.I have paid $1240.96 for a used jacket that was advertised and sold to me for $620.48 Hi ****,Your order 290E6B7D has been shipped. You can see the progress of your order in transit to you with the tracking number below. It may take 24 hours for the tracking number to be activated.Order Number: 290E6B7D Order Summary Tracking Number: PG7219218929CA Arc'teryx Beta AR Jacket Men's Color: Black Size: XL Condition: Like New $554.00 CAD Hello ****,Thank you for shopping with Arc'teryx. I checked the balance on your gift card and can see that there is a pre-authorization (pending) charge for $620.48 from today related to the order you referenced.Can you confirm if this matches your records?Please let me know if you have any questions or concerns. Kind regards,***** Arcteryx **************** ************** *********************** Hello ****,Thank you for responding. If this order was placed with ReGEAR you will need to reach out to their team directly for more information as we cannot view these orders. I'm here to help if you have additional questions or concerns. Kind regards,*****

  Business Response

  Date: 16/08/2024

  Hello ****,

  My name is ****** and I am a Resolution Specialist here at Arc'teryx.

  I have taken a look at your gift card and saw there was an outstanding pre-authorization from July 29th for a total of $620.48 CAD. I have since then reached out to both the ReGEAR team regarding your order, and our Ecommerce team and to clear this pre-authorization.

  The gift card you have inquired about now has a working balance of $620.48 CAD, I checked the balance myself and can see there is no outstanding pre-authorization. You should have no issues using this gift card on your next purchase.

  Thank you.

  ******

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22104336
  
  I am rejecting this response because:

  The $620.48 is correct however the 20% off code that was sent to me as part of this settlement resolution dosen't work.  Since the code dosent work I could not complete the purchase of my jacket and therefore do not know if the monies were indeed returned to my gift card.  See attached pdf email with the details. I intend to make a purchase as soon as I have the code and my gift card is accepted.

  Send me a new code for a 20% off as was originally intended
  
  Sincerely,
  
  *********************

  Business Response

  Date: 23/08/2024

  Hello ****,

  The initial complaint regarding the pre-authorized funds on the gift card in question has been resolved. I can also see that there is an order that was placed and confirmed on August 21st with the promotional code 'G2854ZG2VKA' applied.

  If there are any further concerns or issues with placing orders or your gift cards, you can always submit a Contact Us form at *****************************************************

  Thank you.

  Customer Answer

  Date: 23/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:29/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Order Cancellation and Lack of Apology - Order #********** Dear ************************** and ********************** am writing to formally lodge a complaint regarding my recent experience with your online store. After waiting patiently for over three months for the restocking of a particular clothing item, I was finally able to place an order when it became available. However, my order was inexplicably canceled, and to date, I have received no apology or adequate explanation for this cancellation.To add insult to injury, your team has suggested that the cancellation was due to an issue with my payment, which is completely unfounded. I assure you, there were no issues on my end. The fact that the item is now out of stock again only adds to my frustration and disappointment. It is evident that the true reason for the cancellation was a lack of inventory, yet your company has refused to acknowledge this.This experience has left me feeling extremely angry and unfairly treated. I demand an immediate and thorough explanation for this situation, along with a sincere apology for the inconvenience caused. Furthermore, I expect your company to take appropriate steps to rectify this matter, whether by restocking the item promptly or providing a suitable alternative.I trust you will handle this complaint with the seriousness it deserves and look forward to your prompt response.Sincerely, ***************

  Business Response

  Date: 01/08/2024

  Dear **********,

  We are sorry to hear of the issues you experienced placing your order 0031248842. It appears that our order management team were unable to verify the information linked to your order and therefore the order was cancelled. We understand that this situation was very frustrating. We can see that a successful order was then placed on July 29th and has since been delivered.

  We hope you enjoy your experience with your new gear.