ComplaintsforArc'teryx Equipment Inc

• Initial Complaint

  23/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Rush jacket online directly from Arcteryx on December 10, 2022, for a whopping $749 ($793 including tax), largely because the company touted its durability and intended use in the backcountry. Per its website, Built for the backcountrys big mountains, the Rush Jacket delivers protection and durability without sacrificing lightweight, comfortable performance. Made from ****-TEX PRO with Most Rugged Technology their strongest available it gives exceptionally durable waterproof, windproof protection and breathes for comfort on ascents.This proved to be far from true. After approximately one year and a total of less than ten days use leisurely skiing in-bounds with beginner children, the exterior fabric developed a hole where the outer layer appears to have rubbed off the layer below. Absolutely nothing happened that would explain the rip no tree skiing, no wipeouts, no encounters with crampons or other equipment that could have torn the jacket. Given the representations on Arcteryxs website regarding the jacket itself and the Limited Warranty that lasts for the Practical Product Lifespan, I assumed they would address the issue appropriately. Wrong again. Despite multiple emails and calls with customer service, they have repeatedly refused to address the issue in any way, calling it normal wear and tear not covered by warranty. Instead, they suggested I tape it myself. No joke. Given the products advertised use (in the backcountrys big mountains) and claimed durability (most rugged technology, strongest available ****-TEX), I would have expected Arcteryx to replace, repair (for free), or refund my purchase price, just as every other reputable outdoor gear manufacturer would do. All I ask is that Arcteryx address my issue and make it right. I would appreciate BBBs assistance in getting this resolved appropriately (and telling me too bad or suggesting I purchase and use tenacious tape wont fly).Thanks!

  Business response

  24/01/2024

  Complaint ID ******** *************************
  
  December 26th 2023
  Guest reached out to Arcteryx about a warranty claim.
  Guest had purchased a 2022 mens Rush Jacket from our website on 12-10-2022.
  The guest claimed to have worn their jacket roughly 10 times since purchase. Jacket was damaged along front lower left panel, with one small tear in the fabric and accompanied by three fabric abrasions surrounding the damaged ****-Tex fabric.
  December 28th 2023
  Arcteryxs After-Sales team reached out to the guest, requesting more details of the jacket.
  December 29th 2023
  Guest replied to our After-Sales teams request and provided the necessary photos and details needed to proceed with further assistance. Example #1
  
  January 2nd 2024
  Arcteryxs After-Sales team finished their digital assessment of the damaged jacket and confirmed with the guest that this kind of damage was beyond Arcteryxs limited warranty. We unfortunately could not provide warranty coverage due to clear wear & tear along a single panel. Example #2
  
  Even though the guests jacket was beyond Arcteryxs limited warranty, we did provide the guest with x2 alternative options to help keep the garment in workable condition.
  Guest responded same day. Was unsatisfied with our assessment of the jacket and our offers.
  January 3rd 2024
  Arcteryxs After-Sales responded to the guest disapproval. Arcteryx explained in detail that this kind of damage was beyond Arcteryxs limited warranty, why its not covered, what is covered and not covered. This jacket was unfortunately damaged during usage and was beyond Arcteryxs limited warranty.
  The guest responded within the same day. Requested to have case escalated to a supervisor.
  Guest felt their jacket was either substandard or a manufactures defect.
  January 4th 2024
  Arcteryx responded to the guests grievances and disagreements.
  Arcteryxs After-Sales team explained while expressing empathy, again that the damage shown in the photos was no covered under Arcteryxs limited warranty and we would have limited resolution options.
  
  Conclusion: Arcteryx did provide a full digital assessment of the guests 2022 mens Rush Jacket. Upon finalizing Arcteryxs assessment of the damage, Arcteryx did confirm that the jacket was damaged through wear & tear and this kind of damage was beyond Arcteryxs limited warranty. Arcteryx did provide the guest with two alterative options to keep the jacket in action, but the guest expected Arcteryx to either replace the jacket or provide a full refund. Arcteryx unfortunately could not provide either of those requests, but Arcteryx is happy to explore further repair options for the guest or other alternatives to keep the guest in working gear. Arcteryxs Resolution Specialist team has assessed and accepted this case. Arcteryx is willing to reach out to the guest and provide other alternative resolutions to keep the guest in a working jacket. While this jacket is beyond Arcteryxs limited warranty, we can still provide some other options.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ORDERED 8 ITEMS FROM Arc'teryx ONLINE STORE WHICH IS THE SAME SHELL JACKET BUT IN DIFFERENT SIZES, 4 IN SMALL AND 4 IN MEDIUM. BUT WHEN I RECEIVE THE PACKAGE, IT SEEMS THE PACKAGE WAS OPEENED AND I REPORTED TO THEM AT THE FIRST TIME THEN WAITING FOR A RESOLUTION. YOU COULD SEE FROM OUR CONVERSATION. I HAVE THE RECORDED VIDEO SHOWS THE CONDITION OF THE PACKAGE AND HOW IT LOOKS LIKE ALSO I RECORDED EVERTHING WHEN I OPEN THE *** SINCE I HAVE BEEN TOLD TO OPEN AND CHECK IF THERE IS ANYTHING MISSING. BUT NOW, Arc'teryx DO NOT ADMIT THE REFUND OR EXCHANGE. AND IT IS NOT THE ***** TIME FOR THIS BUSSINESS. THEY SHOULD BE MORE POLITE TO ALL THEIR CUSTOMERS. I WANT MY MONEY BACK.

  Customer response

  12/01/2024

  Hi there

  I ordered 8 units but I only get 4 units, I do not know if the package was broken by someone else and took the items or they only shipped 4 to me. From my prevous experience they refuse to ****** the same product to me and it is really hard for a regular customer to get a refund from them. I heard so may similar cases as people sharing online as they have the same experience.

  I want thr refund of 4 units which I did not receive.

  Hope this clarified the situation I am facing. They do do issue me a reund as they said.

  Thanks

  Business response

  17/01/2024

  Complaint ID 21134436:Zhongzheng Fu
  November 24th 2023
  Guest reached out to Arcteryxs customer service team regarding a order that was received by the guest.
  Guest claimed the package was damaged, stating that the The package was retaped which means it was opeded somehow. I have reported to *** and sunmitting this form just in case it missing items. the red arrow directing the retaped area. I will try find a scale and record everything just make sure nothing wrong with my end.
  November 27th 2023
  Arcteryxs guest services team responded to the guest regarding their concerns.
  Arcteryx requested for the guest to confirm the entirety of the order was intact with the shipment.
  Guest reached back to Arcteryx, stated they were not sure about the contents of the package and had not open the package as of yet.
  Guest stated they also contacted *** regarding the condition of the package.
  The guest wanted to know if they should wait to hear back from *** regarding the state of the package.
  November 28th 2023
  Arcteryxs guest service team requested the guest open the package to confirm the condition of the order.
  Guest responded by providing multiple photos and a video of the order.
  Upon watching the video, Arcteryx could clearly see the package was re-taped. Arcteryx could also see the order was clearly at a warehouse and being attended by, at least two different people.
  November 30th 2023
  Arcteryx started an investigation into the status of the shipment with ***
  We informed the guest that an investigation had begun and it could take 15 days to complete an investigation.
  January 10th 2023
  Arcteryxs Resolution Specialist team looked into the status of the investigation with *** and internally.
  After an investigation, we were able to confirm that the guest had prior lost package claims surrounding with the same issue
  Arcteryx was able to conclude that this guest has multiple linked accounts under different names, IP addresses, Email addresses, telephone numbers etc..
  Guest had lost package claims under different accounts.
  Guest is actively participating in bulk buying practice from Arcteryx
  After a full inspection from *** and Arcteryxs warehouse, Arcteryx was able to confirm that the weight of the package was inline with the weight that ***.
  Arcteryx was able to confirm from the warehouse that the order was properly allocated with the correct items in the package to the address provided in the order.
  *** were able to provide a proof of delivery and supported this proof with photos of the delivered order.
  
  January 11th 2023
  Reached out to guest to inform them that an investigation was completed.
  Due to previous lost package claims under this and other linked accounts, Arcteryx could not facilitate a refund or replacement of this order due to suspicion of lost package fraud.
  Informed the guest that we could not provide any further support in this case and recommended the guest follow up with *** or their local authorities.
  
  Arcteryx could not provide any further support for this issue. We have confirmed the order was properly picked and allocated to ***.*** confirmed that the order was indeed picked up and delivered to the correct address while providing proof of delivery. *** has also confirmed independent of Arcteryx, the weight of the package they received and delivered, which matches Arcteryxs records. Arcteryx has confirmed that the actions of the guest shows bulk buying practices and potential freight forwarding which goes against Arcteryxs terms and conditions. Furthermore, there is a history of lost package claims related to this and other linked accounts with the guest.
  
  Unfortunately at this time, we could not provide any refund on this order nor could we provide a replacement due to potential fraudulent behaviors.

  Customer response

  18/01/2024

   
  Complaint: 21134436
  
  I am rejecting this response because, we custimers pay to Arcteryx and arcteryx need to take their responsibilities! I didnt received what I have ordered. The box was open when I received it and there was missing Four beta lt ****** jacket.
  

  This is not the first time we Chinese customers experiencing the UNFAIR treat! Arcteryx needs to doing internal investigation or communicate with their corporate courier company *** to make sure customers get what they paid for! I trusted Arcteryx will protect their customer  but they did nothing, thats why I am asking help from BBB and this will be the only the last thing I can do. I  even cannot making a credit card claim because I paid by Arcteryx gift card, they are the stronger one. Feel free to check online to see how many people are experiencing missing items in their packages in Black Friday sale season but arcteryx did NOTHING. 
  

  Arcteyx should be shamed that they thought  their customers are fraudulent. I have filed a theft report to ************** services. We need our money back and get arcteryx apologize to their customers. 
  
  Sincerely,
  
  Zhongzheng Fu

  Business response

  22/01/2024

  As previously mentioned, Arcteryx could not provide any further support with regards to this missing package concern. We have confirmed the guest's order was properly picked and allocated into ***** care. *** confirmed that the order was indeed picked up and delivered to the correct address while providing proof of delivery. *** has also confirmed independent of Arcteryx, the weight of the package they received and delivered, again this matches Arcteryxs records. Arcteryx has confirmed that the actions of the guest shows potential bulk buying and freight forwarding practices which goes against Arcteryxs terms and conditions. Furthermore, there is a history of lost package claims and other concerns related to this and other linked accounts with the guest.
  
  Arc'teryx at this time could not provide any refund on this order nor could we provide a replacement due to fraudulent behaviors. We do not discourage our guest from finding their own resolution and have recommended to reach out to their local authorities and file a potential missing package report. Unfortunately, we would have no further resolve in this matter. 

  Customer response

  22/01/2024

   
  Complaint: 21134436
  
  I am rejecting this response because: I paid and I didnt get my full order. The recording showing the box is not sealed originally and opened. Arcteryx is lying because  I have been told by *** that *** will not re-weight Arcteydx package because they signed contract, Arcteryx only pays flat rate. The information arcteryx provided is not accurate or true, arcteryx just abuse their rights. 
  
  Sincerely,
  
  Zhongzheng Fu

• Initial Complaint

  15/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  [1] I placed the order from arcteryx website on 2023/12/26, order number is ********** [2]. the order I paid for two jacket total cost is $896 [3]. I received the deliver on 2023/12/28 by **** the *** tracking number is : ******************. the box is fully sealed when I get it, there is only one item in the box when I open it by myself on that day. the box size is can only hold 1 item jacket.[4]. The nature of the dispute is that I made a purchase of two jackets on arcteryx website on 2023/12/26 but arcteryx only send me one item. Despite my attempts to resolve this issue through customer service, I provide them all the evidence such as *** record, each items weight and box weight,etc. it is clear shows that they are missing one items from my order. I attempt many time to them, the matter remains unresolved."After call them many times , they finnaly response me and reply me through the email said that they recommend me reach out directly to *** or local law enforcement to report a theft. To resolve this matter, I took a day off work to visit the *** local access point and independently weigh the cardboard box and individual items. The box weighed 0.9 pounds, and one jacket weighed 1 pound, so if they send correct quantities it should more than 2.9 pounds. ******** *** detail records indicate as a weight of 2.5 pounds, which is clearly inaccurate for a parcel with two jackets. Additionally, the zipped condition of the received box without anyone reopen, and the box size only fits for one jacket, further images supports my claim.[5]. timeline ****. package received on 2023/11/28 ****. I called customer service on 2023/11/28 at 16:52 to report the case ****. I called customer service on 2023/11/30 at 09:50, no update ****. I called customer service on 2023/12/01 at ******** update ****. I called customer service on 2023/12/07 at 12:01, no update ****. I received the email from customer service on 2023/12/07, email said no refund and no further action will made. ****. I took the day off on 2023/12/07, I bring the box and item to *** and get the weight of each item, such as empty box weight, one item box, one item weight, checking the record from *** *****. I replied the email with the evidences I investigated from *** on 2023/12/07 16:16 *****. I called customer service at 2023/12/11 at 16:14, no update -****0.I called customer service on 2023/12/********, customer service said nothing need to response my evidence, there is no refund and no further action would be made.

  Business response

  02/01/2024

  Thanks for the patience on all sides while we've looked into this matter further.

  Regarding customer ************'s order #********** placed on November 26th, 2023 for 2 Cerium Hoody Size XXL in Black; We have thoroughly looked into this matter with both our warehouse, where each order is weighed before outbound shipment, and the *** customer service team, who provide the weight of each package upon delivery..

  As we communicated to the ********** on several occasions throughout our correspondence between December 15th to 18th, the weight of these 2 items upon departure from our warehouse was **** Kg, or **** lbs. When *** provided proof of delivery for this package at the customer's address on 11/28/2023, the weight reported was **** lbs. We can confirm that this matches the weight of both of these items and the included packaging.

  Whenever we receive claims of missing items, we approach them with the process of determining the weight of the items slated for delivery and matching it with the reported weight upon delivery by ***. If this information is a match and the package has been confirmed delivered, we are unable to offer a refund or compensation given the evidence that the order was delivered and completed in full. 

  As stated in the Terms of Use available on our website, "Risk of loss and title for all products purchased from Arcteryx will pass to you upon Arcteryxs delivery of such products to its shipping carrier." Once the shipping provider confirms delivery of the slated order in full, and that information matches with our warehouse, Arc'teryx no longer assumes responsibility for the purchased product.

  Given we are unable to provide a refund or compensation in this matter, we encourage ********** to reach out to the shipping provider or local law  enforcement should there be any suspicion of theft. 
  
  Should there be any further questions regarding this specific case, or our policies and procedures regarding missing item/package claims, please feel free to reach out to our ***** Services team. 

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  

  the evidence I provided in attachmenegt shows that the empty box weight is 0.9 lbs, one jacket  weight is 1lbs,  the box size is only can suit one jacket.

  it is the simple math that it can only be one jacket in this package not two.

  the two jackets are exactly the same model and size , so how does it possible that total weight is ****lbs means arcteryx sent two jacket as ateryx explained?  the reply from arcteryx only can only prove that the box is delivery and not been opened. it cannot explain why total weight is only ****, because if they send two items the totaly weight should be more than 2.9 lbs.
  
  Sincerely,
  
  ************

  Business response

  03/01/2024

  Thank you for the response regarding this matter.

  Although we have considered the photos provided by ********** towards his claims that there was an item missing from his order, we are unable to rely on them as evidence, as the package was already opened, and these weights do not match what was confirmed to have left our warehouse. 
  
  After speaking further with our warehouse team, they have confirmed that the weight of both the parcel and both products totalled **** Kg. As previously stated, the Proof of Delivery provided by *** also lists the weight of the entire package at 2.50Kg. 
  
  When we receive any lost package claims, we rely on both the information provided by our outbound warehouse and our shipping carrier to investigate and corroborate with the guest's claims. We take these matters seriously, and will always offer solutions or compensation if we can confirm that the claim is legitimate and there is sufficient evidence indicating missing items. However, if what is documented to have left our warehouse matches the order and what *** has provided Proof of Delivery for, we are unable to provide a refund or any further recourse. 
  
  As stated previously, once items have been delivered in full by our Shipping Provider and the information matches that of the original order, Arc'teryx is no longer responsible for what takes place with the product.
  
  Thank you for your time with this matter,
  
  Arc'teryx Resolution Specialist Team
  
  

  
  

  Customer response

  13/02/2024

   
  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

  13/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: 2023-October 14th, 7:33PM. At Arcteryx retail store Metrotown, ******* **. I paid $2000CAD with my bank card for the purchase of gift cards. My payment of $2000CAD was charged successfully by their terminal machine. After the transaction, there is system error occurring, and the sales assistant could not load the $2000 that I paid to the gift cards. Then the sale assistant canceled my transaction. I asked for a receipt, but they said they couldnt provide me the receipt. Then I was asked to take a picture of the terminal machine to show the failure of the transaction. I asked how to get the refund. The answer is the store will follow up with the customer service department for the solution. I left the store with no refund or receipt, but my money was charged. No respond was provided with more than a week. I called the store, sales representative ********* told me that they confirmed the failure of transaction and the store was willing to issue me 2 gift cards with the value of $2000CAD, but they have to get approval from the company, I need to wait. In a week, I called the store to follow up, get the same reply. I waited for another week, and the respond was different. I was told that the store would do a in-store refund, but still I need to wait for the approval. I cant remember how long I waited again, the store assistant manager ************************* emailed me saying that the refund was issued by their financial department and they could not assist me anymore. I checked with my bank immediately, but there is no refund was received. Then I went to the store in person and emailed ****** for the details of the refund, to approve the transparency of the transaction. Unfortunately, I get no reply. Up until now, I have checked my bank account regularly, the refund was never received. I kept emailing and calling customer service line, no resolution was provided yet. ** * **** ********* * **** ******** ** *** *** ********************** ********* *** *********

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 I purchased an Arcteryx jacket in anticipation of a backcountry hiking trip in *****. I paid a premium price for Arcteryx for two reasons: (1) The reputation of their product, and (2) the equally strong reputation of their lifetime warranty. I have recently found out that neither is true.Shortly after using the jacket, the back started pilling excessively from rubbing against the backpack. At the time, I was inconvenienced but decided to ignore it. More recently and more importantly, I've had two issues with the jacket: (1) the zipper keeps "unzipping" from the bottom (to their credit, they offered to fix it for me), and (2) more importantly the insulation has significantly degraded, to the point where I can no longer wear the jacket at the suggested temperature (5 degrees Celcius). I contacted Arcteryx with the three concerns, and their first response was to ignore the concern on insulation and pilling, and focus solely on the zipper. When I brought the pilling and insulation to their attention, the response was quite simply: "pilling unfortunately is considered wear and tear and not covered under warranty. Also in regards to the warmth you are feeling, warmth is subjective and a result of potentially many different factors." No attempts to better understand the issue, simply "it's not covered". While I can understand the lack of warranty on the pilling part, refusing to cover the warranty on insulation that has degraded is a horrible customer experience. This does not give me confidence in Arcteryx products and their willingness to honor your lifetime warranty. I'm now in a situation where I bought a very expensive Arcteryx jacket, in part due to the incredible reputation the company has, and in part because the warranty is supposed to be ironclad, and I now find that they are living to neither. So as an end result, I have a $400+ jacket that I cannot use for what it's intended for, with complete disregard from the company.

  Business response

  18/12/2023

  Good Morning.

  Thanks for the patience on all sides while we've reviewed the following matter in an attempt to provide the most accurate context and solution possible. 

  Based on our understanding, this jacket was originally submitted for warranty service for issues with the main zipper, the insulation, and the cosmetic pilling affecting various areas of the product. Only the first two issues were formally mentioned in the initial *************** Request Form. Although it appears that the original ***** Services rep handling this case did their best to address the noted issues, we understand that the email responses you received may not have offered you the context and clarity needed to understand what our Aftersales team can realistically provide, and what you can expect from this case. 

  Firstly, the main zipper issue. The first item noted in the description for the *************** Request created indicates that the main zipper splitting is the central issue being experienced with the product. When it comes to this issue, we generally offer one of two options -- to have the item come into our HQ and repair facility for full service, or to send a comprehensive slider kit that can be outfitted onto the zipper by the customer themselves. Given the winter season being the time when most patrons need these products most, we offer this in-home repair service so that products don't need to be sent to us to receive repairs that restore them to working condition.
  
  The second issue noted here was the insulation of the ************* not performing as it used to. Given this product is from 2017, it is somewhat natural for the insulation to begin to pack out, and not feel quite as "puffy" as it used to. However, this can be largely mitigated by proper product care -- washing the product on a low heat setting, reproofing it with Durable Water Repellent, and drying it with tennis ***** are all effective methods in making sure the insulation is probably washed and cleansed, in order for it to expand optimally and provide the ideal warmth for the wearer. Unfortunately, though we understand this is frustrating, it is not an issue covered under our Limited Warranty as it is not a manufacturing or construction related defect whatsoever. It is a natural, used based phenomenon, and as mentioned can be controlled by consistent product care. In the future, we are more than happy to have a product like this come in for a full wash and send-home. Unfortunately, however, there are no more formal repairs that can be offered, as this is generally not offered coverage under the terms of our Limited Warranty. More information on product care for insulated products can be found in the Customer Support portal on our main Site.

  Lastly, The pilling and fabric abrasion affection the jacket (especially the shoulders and back panels) that was brought to our attention after the first email contact was made. Though we understand the frustration regarding fabric beginning to pill and abrade over time due to contact with other fabrics/textures, this is unfortunately not a manufacturing or  construction related issue with the product. Although the fabric of the Atom LT is designed to be durable, with frequent contact with other surfaces, abrasion is likely to occur. Given this product is originally from 2016, sustained abrasion from layers worn overtop, or a backpack for example, is a use and wear based effect, and is unfortunately not covered under our Limited Warranty. We do have a pill ****** at our *************** Centre that can be used to mitigate pilling and shave pulled fabric, but this is the extent of the repair service we can offer for that specific issue.
  
  In summary, this product was sent in for 3 noted issues; Two that were mentioned in the initial description of the case (Main zipper splitting and insulation warmth) and one that was mentioned later on (fabric pulls/pilling). Of these issues, only the main zipper is offered full warranty coverage and repair service, as this is an aspect of the construction of the jacket, one that we can offer formal repairs for. The other two issues are not offered coverage under our Limited Warranty, as they do not constitute manufacturing related issues. Although we understand that product issues stemming from wear & tear are frustrating, we are realistically unable to offer full repairs or replacements in most of these instances. 

  Should you wish to pursue future warranty service with us for this case or similat situations, here's what can be expected. 

  1) For zipper repairs, we can either have the jacket come in for full service, or send a slider replacement kit if none of the teeth on the zipper are broken.

  2) For insulation, we highly recommend fully washing, reproofing, and drying your Atom LT according to the product care guide on our website. This will ensure the insulation is properly cleansed, and can effectively provide warmth to the wearer. If you would like to send the jacket to our *************** Centre to be washed, please create a *************** Request indicating this. 

  3) For pilling, we recommend either using a pill ******, or holding a lighter at a safe distance from the fabric to gently burn pilled fabric and fibers. If you would like to send it in to us, we can provide this service before sending the jacket back home.

  Thank you for your attention to this matter, and let us know if you have any further questions. 

   

   

   

• Initial Complaint

  20/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 26, 2021 I purchased a ******* Parka for $896 (Black Friday discount) from your Kitsilano location - Receipt # ***** I wore it for the winter of 2021/2022 and the armpits started getting smelly, which is to be expected.The Arcteryx Kitsilano location offers complimentary washing of their goretex jackets. I brought it in on Feb 4, 2023 (I dont have a confirmation number but it was under my name, ***************************).About a week later, I picked it up and it was indeed damaged. It was not dried properly so the down feathers clumped together making the jacket lose its loft, visibly, and thus its warmth. I gave it about a week hoping itd resolve itself, but it did not. I called the store and they told me they cant help me.Offering a washing service for a very expensive jacket and then taking zero responsibility after damaging does not seem like good faith business.

  Business response

  21/11/2023

  Complaint ID ******************************************
  February (?), 2023
  *************************** went into our Kitsilano Brand store and requested for a wash of the ******* Parka they bought the year previously. Jacket was washed / dried and returned to the guest once week later.
  November 19th, 2023
  *************************** reaches out about their ******* Parka, washing / drying not being satisfactory and that damage had occurred 9 months prior from washing / drying in store.
  November 20th, 2023
  Our guest service team reached out to ***************************, requesting more detailed information about the concerns. Our guest service team did request photos of the damage so we could properly provide the correct service.
  Reached out to *************************** a 2nd time regarding the issues. Informed ****** we tried to reach out via phone but was met with multiple busy signals.
  November 21st, 2023
  *************************** reach out via email and mentioned they would touch base with us today.
  
  
  Currently weve touch base with the guest. We need more information before proceeding with next steps. We have followed up with our Kitsilano brand store for information about this concern. 

  Customer response

  21/11/2023

   
  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

  13/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've shopped Arcteryx for some ********** they suddenly change their Lifetime Warranty with their products out of nowhere? The 2 Jackets I sent back failed me immensely. The Blue /Red Jackets fabric in front by pocket is severely peeling, it doesn't keep me warm anymore & the hood drawstring broke easily? With the Black Jacket it started peeling in front causing a hole & near bottom drawstring area? I would like the Men's Black Arcteryx ***** Insulated Jacket for a Warranty Replacement & don't want Jackets Repaired. They are both beyond repair.

  Business response

  21/11/2023

  Please see file "BBB Complaint ID ********" for information on this case.

  Thank you.

  Customer response

  21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried on multiple occasions to communicate directly with Arcteryx, and they have repeatedly ignored and delayed their responses to my warranty claims. It has now been nearly a month since I have brought this to their attention, and nearly $1,300 of gear which was not abused nor improperly used which is falling apart continues to be ignored and not addressed by Arcteryx. It has become ****** frustrating at this point and I don't know how to proceed, because they have stopped responding to my emails.

  Business response

  10/10/2023

  Please see attached document.

  Customer response

  11/10/2023

  
  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. Arcteryx intends to provide me with proper service and replace if needed. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  21/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 13, I have paid 2200 dollars for 2 gift cards in Arc'teryx Southgate Centre, 5015 111 St NW Unit 701, Edmonton, AB T6H 4M6. But the transaction was cancelled and part of the money was not refunded to me. The amount that I haven't got is 400 dollars. On August 13, I used my credit card to pay the amount through apple pay. However, the POS machine didn't allow my credit card in Apple Pay to pay such a large amount. Then, the cashier made me pay for the amount in 11 times, 200 dollars each time. After paying, the manager said the way of payment was wrong, and the money will be refunded to me since they have cancelled the transaction. I asked for the receipt of refund but they told me they hadn't. On August 14, I only received 1800 dollars from the bank, and I phoned the bank for another 400 dollars, the bank told me they haven't received the another 400 dollars. On August 16, 2023, I went to the Arc'teryx again and told them I just received 9 refunds which is 1800 dollars and showed them my bank transactions, then the shopping assistant let me give him 30 minutes to figure out. After 30 minutes, he told me I should get another refund in the evening on August 17. On August 17, I contacted the customer service online, but, the staff in the customer service didn't answer me after I provided some details of the issue. On August 17 evening, I still didn't receive the rest amount of refund. So I went to the store to find the store manager on August 18, the store manager let me show her my bank transactions again, and confirmed I only get 9 refunds exactly. Then, she said she would write the email to their technical team in Vancouver, and said she was waiting for a reply from the team but she didn't give me a definite time. It has caused me great inconvenience and anxiety. I don't think they are serious in addressing the issue. So I turn to you for help.

  Business response

  25/08/2023

  Please see attached PDF

  Customer response

  25/08/2023

  
  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

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Arcteryx regarding an issue I encountered with my recent jacket order. Despite having ordered and paid for four jackets, I received only three from Arcteryx.Here are the relevant details regarding my order:Order Number: ********** Order Date: 05-24-2023 Shipping Address: ****************************************************************** Missing Products: **** Lightweight Jacket x1 Tracking Number: ****************** I have attempted to resolve the matter by contacting Arcteryx directly and notifying them of the issue. Unfortunately, their response has been unsatisfactory, as they have not taken appropriate steps to rectify the situation or provide a resolution.I kindly request your assistance in mediating this matter and ensuring a fair resolution. It is my belief that Arcteryx has failed to fulfill their contractual obligation by not delivering the complete order as specified.I would like Arcteryx to be held accountable for their actions and to provide the missing jacket promptly. Additionally, I would appreciate a refund or suitable compensation for the inconvenience and disappointment caused by this situation.I have made several attempts to communicate with Arcteryx directly, providing them with all the necessary details and expressing my concerns. However, their lack of response and failure to address the issue has compelled me to seek assistance from the Better Business Bureau.I have attached copies of my order confirmation, shipping receipt, and any relevant correspondence with Arcteryx for your reference.I kindly request your prompt attention to this matter and assistance in resolving the dispute. I believe that Arcteryx's failure to fulfill my order as agreed upon constitutes a breach of trust and fair business practices.Thank you for your time and consideration. I look forward to your intervention and a satisfactory resolution to this matter.Sincerely,************* ************

  Business response

  08/06/2023

  Guest ************* placed Order # ********** placed on May 24, 2023.
  The order shipped via *** ****************** with a confirmed weight of **** LBS and was delivered to ******************************************************************************** on May 30, 2023, 12:51pm, received by T A***** left at Inside Delivery.
  The order was for FOUR (4) **** Lightweight Jacket Mens size L.
  Guest ************* reached out to **************** on June 1, 2023, claiming ONE (1) missing **** Lightweight Jacket from Order # **********.
  Guest states Firstly, I want to clarify that I don't believe the box was tampered with during transit. The package arrived in good condition, and there were no signs of damage or tampering on the exterior. Therefore, I suspect that an error occurred at the warehouse during the packing process, resulting in the omission of one jacket.
  

  The following weights have been confirmed (please see attached documents):
  **** LIGHTWEIGHT JACKET (4) - 380g x 4 = 1,520g / **** LBS

  **** LBS in SAP leaving warehouse

  **** LBS *** tracking information

  
  **************** responded to guest, informing them that all confirmed weights align with all four (4) items being shipped out, and we will not be providing a refund/replacement. If there is a discrepancy, they may report a ***** to their local authorities.

  
  On June 5, the guest responded with the following: the shipping labels shows 4lbs. And the weight of the shipping box + 4 jacket are over 4lbs , should be at least 5lbs. thus the weight is incorrect. And the package was not even damaged or opened. I dont know whats the reason you think I should report *****. Also the items I ordered are same. I fully understand that packaging people could make mistakes sometimes. I hope that you can investigate this matter by looking at the monitoring of the warehouse. Anyone can make mistakes, I'm not here to complain about anything, we're coordinating and fixing this.

  Customer response

  08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:I want to emphasize that I do not believe the package was tampered with or that a ***** occurred. Instead, I strongly believe that an error was made at the warehouse during the packing process, resulting in the omission of one jacket from my order. I have been a loyal customer of ********************** for a considerable period, and I expect better customer service and accountability in such situations.
  
  As a company known for its commitment to quality and customer satisfaction, I urge you to reconsider your decision and provide a suitable resolution. It is disheartening to be met with a response that shifts the responsibility onto the customer rather than acknowledging a potential error on your end.
  
  I kindly request a thorough investigation into this matter, including reviewing the packaging process and any documentation related to my order. I trust that you will take this complaint seriously and address it with the appropriate level of urgency and professionalism.
  
  It is my hope that we can resolve this dispute amicably and in a manner that upholds the reputation of your brand. I urge you to reconsider your stance and provide a fair resolution, such as a refund or a replacement for the missing jacket.

  Thank you for your attention to this matter. I look forward to your swift and satisfactory resolution.

  
  Sincerely,
  *************

  Business response

  08/06/2023

  Arc'teryx will be unable to provide the guest with the desired outcome of a refund or credit, as all documentation provided indicates that Order # ********** was completed and fulfilled correctly.
  Please see attached documents with confirmed units and weight consistent with all 4 items being shipped out.

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate your prompt response, but I must express my deep disappointment with your decision not to provide a refund or credit for the missing jacket in my order. I understand that you have reviewed the documentation and believe that the order was completed correctly. However, as the customer, I am left without the item I paid for.
  
  It is frustrating to be faced with a situation where I, as the customer, have to bear the burden of an error that occurred during the fulfillment process. I have always regarded Arc'teryx as a company that values its customers and strives for excellence in both product quality and service. This current experience does not align with my expectations.
  
  I kindly request a more thorough investigation into this matter, beyond simply reviewing the documentation provided. Mistakes can happen, even with the best of intentions, and it is essential for a reputable company like Arc'teryx to take responsibility for any errors that occur.
  
  I urge you to consider the impact this situation has on your customer relationships and the reputation of your brand. As a customer who has supported ********* for a significant period, I expected a more empathetic and customer-focused approach to resolving this issue.
  
  I implore you to revisit this decision and provide a fair and satisfactory resolution. Whether it involves a refund, a replacement jacket, or an alternative solution, I believe it is crucial to rectify this situation in a manner that demonstrates your commitment to customer satisfaction.
  
  I look forward to your reconsideration and a more favorable resolution to this matter. Please restore my faith in Arc'teryx by addressing this issue promptly and professionally.
  
  Thank you for your attention.
  
  Sincerely,
  
  *************

*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. ↩