ComplaintsforArc'teryx Equipment Inc

• Initial Complaint

  24/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Simply put, I ordered 1700$ of merchandise from them. 2 separate orders. I returned 1 item from each of the orders in one package. They were unable to process the return accurately. I kept in touch with customer service and told them I was going to send back the last item and expected a full refund. I sent the item back and they are refusing to refund the full amount. They told me I needed to go to my bank. Arcteryx also charged my account ************ for $341 during this process. I lost over $650.00 in the transaction.

  Business response

  25/05/2023

  Please see attached document 

• Initial Complaint

  23/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an online purchase (*** **************) to Richmond store of Arc'teryx on Jan 13, 2023 but still not receive refund back no matter I compliant twice times to his customer service. It is obviously unacceptable to process a refund in more than 7 days !!

• Initial Complaint

  20/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, My order no. is **********. I’ve received the jacket on Dec19. Upon receiving, I realized one of the sleeves (inside) was apparently repaired previously. And there was also a minor pilling on the jacket. It’s obviously not a new coat. I called customer service right away, Katie asked me to send photos, so that I could get return label and refund. I’ve sent photos and no response was received so far. I know it’s final sale, but I do expect a brand new jacket, not a previously used and repaired one. I’ve also purchased a ******* parka (order no. ********** ) which is also final sale. I’m now not confident about the quality control of Arc’teryx. Besides, this order was placed on Dec15, it hasn’t been shipped yet. These shopping experiences are very disappointing. Hope I could get a quick response and solution of these issues. Thank you!

  Customer response

  20/12/2022

   
  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.

  Kindly help to close the below case, as I’ve resolved it with merchant already.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I placed two orders on November 23, 2022. One of the order was delivered on November 25, 2022 and second one is still “processing”. I reached out to Arcteryx customer service on November 25th and I was told processing times are 3 business days. Today is sixth business day and my order hasn’t shipped yet. I tried calling Arcteryx customer service and they didn’t have any answer why it’s not shipped. I tried cancelling my order and they say “we don’t have access to cancelling it”. I also tried requesting to speak with any manager who can help me. They won’t transfer me either and all they say is it’s still processing. I have almost $745 on my credit card and my order is no where to be found. Arcteryx customer is not helpful and they give generic answers. They say we are multimillion dollar company and we are extremely busy at this time. This absolutely is absolutely insulting. Please help me getting my order or the refund. I am very frustrated and helpless. My order number is **********. I have attached some screenshots as well.

  Business response

  02/12/2022

  ID ******** ****** ***** ****
  November 23, 2022: ****** placed order number ***********

  
  November 25, 2022: ****** reached out inquiring about the order and our team indicated it should ship out in the next few businesses days.

  
  November 30, 2022: ****** contacted out customer service line looking for support; our representatives let him know the order was still processing but ultimately there was nothing they could do. Inconsistent information was provided. The order in question was also processed by our shipping team on this day and a request to have the order shipped was submitted with ***

  
  December 2, 2022: The order was collected by the courier on December 2 and is slated for delivery on this date. Arc’teryx Resolution team also discussed the matter with ****** and came to an understanding. The Resolution team will support ****** with any future issues. No further action to be taken at this time. 

• Initial Complaint

  16/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a long-time customer of this company and have placed many orders over the years. Recently, however, multiple orders (Order #: **********, Order #: *********** Order #: **********, Order #: **********) were cancelled after initial succeful placement, without explanation. Over the phone, I was assured that it was a system glitch, and nothing to worry about. Unexplained cancellations continued to happen, and I wrote to the company again, and got the response below: "Referring to our email from May 30, "**** ****** **** **** ******** ** *** ***** ******* ** * ******* ****** **** ***** ** *** ** *** **** ***** **** ** ******** ******** **** ********* ********** **** ********** ** ******** ********* ******** * ********** **** ** *** *** ******* *** **** ****** *** *** ** *** ****** ******** ******* **** ****** *********** *** **** ******** **** ******** ** **** *** * **** ******* ******* ** **** *** *** **** ** ******* *********** ******** ******* ** *** **** ********** *** ** **** *** ** ********** *** ****** ****** ****** **** ******** **** ******** ***" I found the tone of the response is extremely rude and arrogant. More importantly, none of the reasons cited are true. I do not have multiple accounts with different addresses, there was no bulk purchases but all personal consumptions, and I had not canceled any orders unilaterally on my end. I had been a long time Arcteryx customer with numerous successful and happy orders in the past, and irrespective of the outcome this is not the way I want to be treated. I requested a direct conversation with the resolution team and so far have not received a call back.

  Business response

  20/07/2022

  Hi,
  
  Thank you for taking care of this case.
  In order to give more context, here is the information we had at the time when the decision was made:
  Orders were fulfilled in good faith from September 2020 to May 15, 2022.
  Subsequent orders on May 16 to June 11 were flagged by our order management system, because they were consistent with a fraud pattern by the finance team.
  Upon further review, we now believe that this case was falsely identified as fraud.

  
  We apologize for the inconvenience. Should **** *** wish to place an online order again, he is free to do so. We will arrange for a manual review and will release the order, in adherence to our purchase policies found here: https://arcteryx.com/us/en/help/terms-and-conditions.
  We will reach out directly to the guest and offer an apology as well as a compensatory resolution for the inconvenience they have experienced.

  
  Thank you again.

  
  Have a great day.
  
  

  Customer response

  20/07/2022

   
  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.  I appreciate the professional handling of this case by Arc'teryx and look forward to dealing with the company in the future.  
  
  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. ↩