Arc’teryx Equipment Reviews 14,384

Please think twice before purchasing Arc’tery garment as I purchased a premium Cerium Hoody (£350+) as a Christmas gift for my son. The zipper failed within weeks.
Cotswold Outdoor at Betws y Coed are refusing my request for a refund or replacement under the Consumer Rights Act 2015. Instead, they are insisting on a repair where they explicitly stated I must choose a 'second choice' colour and that 'materials may vary.'
Asking a customer to accept a mismatched/generic zipper on a brand new, premium technical garment is not a satisfactory repair. It devalues the jacket immediately.
Despite pointing out that a 'patch-up' repair does not restore the goods to satisfactory quality, their support team is hiding behind the manufacturer's internal policy rather than following UK Consumer Law. I am simply asking for what I am legally entitled to: a refund or a like-for-like replacement. In my view this is shocking customer service...

Placed an order about 2 weeks ago and was expected it to be delivered last week or today as this was supposed to be a gift. Sent an email late last week asking what had happened as my order was only partially shipped - then a refund was started without my consent and they only offered to ship me a replacement after I reached out about where the other half of my order was. They did process a new order but now the deadline has passed for when they were supposed to receive their gift AND I gave them adequate time to ship my order. No other compensation was offered which is a bit of a joke as they had all the time in the world to notify me what was going on. 1/5 experience.

I bought 5 diffrent jackets in the same order. All was in a size M. They all fittet me except the sabre insulated. I have been out traveling while the order was placed and delivered, which meant that it was over the return date. I decided to go to the store on robson street an try switcting it - Not refunding! They were more than happy to do so, but the systems didnt let them do it. They then sent me to their online costumer support. But they wouldnt do ANYTHING. That is very misleading for the costumer… The online support then told me, that it is the individual store that decides if they want to make the switch/return… But how does that make any sense? How can the policy be different from store to store? I brought the jackets the time i did, because i had a promo code that would run out before I would get home.
Overall, is return policy insanely strict and also different from online and individual stores???

I have a pair of Aerios AR GTX walking boots, circa a year old which I received as a gift. I use them 2-3 times a week on only on wet days - as they're Gore-tex. As such they've probably been worn <50 times. Generally I've been happy with them; they have good grip and keep my feet dry in atrocious conditions.

That said, the protective rubber around the boot has started to peel off (I've glued it back) but more seriously the lacing system has failed with one of the "eyelets loops" coming away from the boot.

I wrote to Arcteryx seeking advice, but they told me that as I don't have a receipt they couldn't help - and anyway don't repair boots (or provide advice).

Given these boots were well over £200, this is unacceptable. Other boot manufacturers such as Scarpa, Zamberlain, Danner, etc. offer good aftercare service and I suggest that you check out their boots before you buy from Arcteryx.

First I contacted online support, which they called wear and tear after 2 uses thinking that i was first using a sneaker and offered %30 percent gift card despite there a lot online reviews on the same product for quality defect which was discontinued.

Then, I visited the Arc’teryx Vancouver West 4th Street location (Specialist Services) today regarding a sole issue after only two uses. The specialist compared my pair with a brand-new model in store and acknowledged a clear difference in the sole design, suggesting the newer version reflects updates to the earlier Kragg series.

While he recognized the quality concern, I was told to “return after more use.” When I questioned how further wear within the warranty period would be classified, the response was that a replacement would require “writing something in the computer,” though he was unsure what that documentation should be. That lack of clarity was disappointing. Basically It should have been "Quality and customer dissatisfaction".

For a premium brand like Arc’teryx, quality and customer satisfaction should be sufficient grounds for straightforward documentation — whether categorized as a quality defect or customer dissatisfaction.

For comparison, Vessi and Lululemon supported similar footwear concerns after 11 months of use without attributing them to wear and tear.

I appreciate the in-store specialist’s honesty in acknowledging the issue. However, the inconsistency in the warranty decision process does not align with Arc’teryx’s reputation for quality and customer care. I hope this can still be resolved appropriately.

When escalated to supervisor, after 10 days in his reply I have realized that he did not ebnev read the emails for escalation which was very concerning.

I knew it was produced in China but i did not know arcteryx was using the customer care approaches common in China, "no support" and "we are right".

If I could give a zero star I would. For a jacket at this price, to have a broken zip less than 5 months in to occasional use is not great. But to have us going backwards and forwards on repairs is even worse. Replace the coat, move on and take responsibility. Dreadful excuses and far too much back and forth - do you not understand the concept of looking after a customer? What an awful anwful experience for a premium brand to be part of. Our saga started over a week ago … and in the meantime, with the weather as it is… mmmmmm

Arcteryx is very pricey and customer service can be hit or miss. At these prices, the customer service should really feel over the top. Be careful when purchasing online. The rules are rigid and while the customer service responses are prompt, the accommodations they provide may not be in line with other sellers and brands. I will say that the Arcteryx did offer me a voucher to replace two items after the seams delaminated. They won't cover tears in fabric. After 22 years as a brand loyalist, I may be cross shopping with other brands/companies. YMMV.

If I could give zero stars I would. My Alpha SV is falling apart at the seams. I sent it in to their warranty repair department and was told it’s my fault for sweating in it and not washing it. Yet I have consistently washed it per their guidelines and instructions. For a jacket this expensive it should not fall apart and disintegrate while using it for what it was allegedly designed for. When speaking with the customer service department they only offered a 20% buy back coupon and said nothing could be fixed. Gear re store thankfully has offered to try and fix it. This brand used to have the best customer service and warranty in the business. The jacket has completely delaminated after only 6 years of use. Arc’teryx no longer stands by their gear. No longer recommend, go elsewhere, especially given the price.

I bought an Arc’teryx jacket on December 24th and was honestly really disappointed. The jacket felt incredibly thin, almost like paper, and not at all what I expected, so I wanted to return it.

The problem was that we couldn’t find the order number anywhere, which you need in order to make a return. We contacted customer service around December 27th asking for help. They replied quickly, but their response didn’t actually solve anything or help us move forward. So we sent another email around December 28th.

Since then, we haven’t heard anything back for over a month, and now the return period has passed. That’s extremely frustrating and feels like very poor customer service.

Based on this experience, I definitely can’t recommend buying from here.

I purchased my Arcteryx Arro 22 back in August 2019.
But I only started using it last autumn (2025), to commute to work.
To start, I found the backpack looks and is really strong built.
Unfortunately, last week I noticed some tear on both shoulder straps adjustment pieces of material.
I decided to contact Arcteryx Customer services. After many emails I got a reply that due to the backpack age the damage was caused by "wear and tear".
Everything in the bag is in mint condition. There is not a single scratch on it. It looks almost like new!
For the price, I was expecting some excellent quality, like my old Arcteryx Silo 18 and the Arcteryx Brize 25.
Unfortunately the 2 small pieces of material on the straps are really cheap not fit for purpose.
Any £10 backpack straps last longer!
If the small pieces of material was actually made with nylon the backpack could actually have been used for a very long time.

Terrible products and worse customer service. Beta down arrived with stains on the sleeves. Customer service agent Marlee required I prove it before Arcteryx would consider a refund.

My jacket started giving up and I hate the quality. I spent so much but it was not worth it.

I recently bought an Arc'teryx Beta Down jacket colour Forage and I love it.
This is a great jacket in all respects. It looks really smart so can be worn on the high street with confidence.
I've only tried it at -1C and it's very warm with just a single wool jumper underneath.
I've read reviews about how noisy the modern Gore-tex fabrics are and I totally disagree that this is an issue. I hardly notice it and I love hearing the rain just bounce off.
It was expensive compared to other manufacturers but you get what you pay for. When you study the specification the Gortex waterproof performance and 850 down speak volumes.
If I had to criticise anything it would be the cuff tightener velcro not being shell colour but I had to think very hard to come up with something negative.
Looking forward to using it in the Scottish highlands in April!

I purchased a Beta jacket for my son as a Christmas gift. When it arrived, I was surprised by the materials almost “crisp packet” feel, which immediately raised concerns about durability — concerns that unfortunately proved justified.

The positives first: delivery, after-sales information, and sizing were all excellent and exactly as described.

However, the jacket was worn outdoors only twice, in reasonable conditions, and the pockets had not been used. On the third occasion, while my son was simply placing gloves into the left pocket, the zipper failed. It was not caught on anything and no excessive force was applied. When the zip failed, it caused a tear of approximately 2cm in the jacket fabric. Given how new and lightly used the garment was, we were both shocked.

I immediately raised a service request via the website, submitting photos and a detailed explanation. Each time I submitted the form, I received an error message stating the submission had failed. I attempted this three times. Later, I discovered all three requests had in fact gone through, leaving me with three separate reference numbers.

The following morning, all requests were answered promptly, but each response asked for different additional information. I proceeded with the request requiring the least resubmission. I then received a reply stating the jacket may qualify for a zip replacement and asking me to select a replacement zip colour — including options such as magenta, yellow, and blue — despite the jacket and original zips being black. I was also informed the repair could take 5–6 weeks, with return shipping and insurance costs to be covered by myself.

At this point, I was extremely disappointed and disillusioned. Given the minimal use and clear product failure, this should have been a straightforward refund or replacement.

As a company that prides itself on sustainability, I would also respectfully suggest reconsidering policies where damaged stock is repaired only for return to customers often at their own cost or written off entirely. Repairing items and donating them to charitable organisations would better align with sustainability values and help reduce landfill waste.

Update:
Since submitting this review, I contacted the senior leadership team. My complaint was forwarded to a resolution specialist who responded immediately, apologised for the experience, and resolved the issue quickly and efficiently. A replacement jacket and a free returns label were provided, which has somewhat restored some faith in the brand. However, such extreme measures should not be required and there is definitely room for improvement in customer service attitude and response. I have raised my star rating from 1 to 3.

Terrible experience with a damaged product, I wrote them a message for a beanie. I had it for less than a month, they told me that they are going to replace it but I need to look on the website to find the product online and only if its available they would replace it, I‘m waiting over 1 years looking every week and its never available. I don‘t get any help and they promote themself as a expensive brand an good quality but they don‘t are about their clients when there is a problem !!!

I've had several arcteryx garments and the quality is generally good, except their waterproofs which perform poorly compared to most other premium brands. I had to use their warranty service recently. I had to chase twice and send multiple pictures only to be told I'm not covered and they don't supply any material to help repair. Really poor service given the premium you pay. Too risky for future purchases.

I purchased Gamma MX pants as a gift at their Manhattan store and was told that I could return the product within 30 days if the size was wrong. It was wrong, but now I am told I can only return to the store. I don't live in Manhattan. They don't allow returns on-line. So, effectively, you can't return store bought products, even though they say you can. NOT what I would expect of a product that is this expensive! Not to mention outright deceptive advertising.

I wear ski bibs 100+ days per year and believe this is the best ski pant on the market. Their ski bib design is excellent with multiple pockets, front zip, and side zips. Love the two cargo pockets for easy access to a phone or radio even with glove liners on. Upper leg or chest pockets are good for flatter items like a ski pass or thin wallet. Integrated shoulder straps are nice and easily adjustable. The size zips allow for significant ventilation. The bottom cuffs have thick polymer for extra wear protection the inner gator is easy to slide over boots. The Gore Tex feels like the right material thickness for durability and breathability, especially because the side vents allow for cooling on a warm day. I'm happy there is little to no insulation. Waterproofing feels best in class, will know later this season. I'm 5'9" 190# and bought an MS (medium short). The inseam, waist, and hip sizing is ideal for my mobility. Grateful for the Short Inseam offering, getting a standard length hemmed is not easy or durable. Order #XXXXX593 Nov 2025 Ski Use 18 days so far Dec 2025.

Arc'teryx - don't bother!

I have tried in vain to order from their site, it just refuses to move beyond entry of delivery address.

Contacted customer services and they were no use either. They asked me to enter my address details in my account so they could do a manual order - however there was nowhere in the account menu to do so. So they did it for me (although I'm unable to see that on the account). Then the item I wanted to order went out of stock and they confirmed they couldn't do a manual order on it.

I would avoid Arc'teryx as they seem to be unable to get their website working - I even asked others to try and they all had the same problems. It's just not worth the effort!

We were appalled that Arcteryx Customer Service representative, Wyomie, recommended patches for my husband’s Gortex Arcteryx jacket, deteriorating after less than two years ownership, and which he wore only when it rained. Not only did she suggest patches, but she explained that she would send black patches for a jacket that had a grey interior. We had sent photos, but there was little evidence that she looked at these. After bringing this to her attention, she eventually explained that the company can provide grey patches. After several emails, Wyoming agreed to provide my husband with a $200 gift card for a jacket that likely costs $500 - $600, plus tax. This is like going to a restaurant, getting poisoned, and then the restaurant offering to provide another meal, at a discount. The fact that customer service is providing patches for their Gortex jackets indicates that the product is obviously inferior. Why would one spend money to buy another Arcteryx Gortex jacket when, at the most, one would only have four months wear?
Our family has been buying Gortex since the company first started, and we were thrilled with the quality of the rain gear and customer service, in the past. We probably have ten Arcteryx jackets. We were amazed that Arcteryx, in the past, had a lifetime warranty and honoured that warranty. I still wear and love a jacket that I purchased more than twenty years ago.
This, however, will definitely be the end of our support for Arcteryx, and we advise other people to reconsider their Arcteryx purchases. The present quality and service is appalling!