Arc’teryx Equipment Reviews 

Each order I have placed recently as a Pro user has been delayed. Arcteryx has taken my money but just said the order could be delayed by 7 days. This is unacceptable.

By contrast I receive every Patagonia order within a few days

Zero leadership from Stuart Haselden, Chip Gray or Avery Baker. Totally ignored me regarding the software issues that are impacting deliveries, logistics and customs documentation.

To be repeatedly told they dont deal with customers won’t wash with me.

Worst customer service of any major clothing brand I’ve ever ordered from.

Ordered on the 20th August for an item that was specified as 3-5 working days for delivery. The item tracker still shows that it is ‘dispatching’ so it hasn’t even been shipped yet.

Emailed for an update from the company after 5 days of not receiving any further correspondence. Only to be sent a generic email saying they’d received my query and would be in touch in 12-24 hours. After another 5-6 days I’m still waiting for that response to my original query I did through the website.

Absolutely shocking for a premium brand. Would NEVER order from them direct again. Thankfully their products can be bought from other retailers.

I don't know how long since I had such appalling customer service from a high-end brand. A jacket to be delivered today has been stuck in Germany because Arc'teryx hadn't prepared the correct paperwork for UPS to ship from the country to the UK. No information was provided to me I had to establish the situation myself. Then having called their customer service I was told by the agent he "wasn't the CEO of the company and could do nothing about it". Not only that, I would have to call UPS myself to give them my details so that they could ship it on! Don't go near this brand. Even before the jacket arrived I had huge problems - no jacket and no payment recredited for some weeks until the situation is resolved!

I am a loyal Arc'teryx customer who spends hard-earned money on their products and owns plenty of them. I placed another order on their website, but they are unable to deliver the items. They refuse to cancel the order, and I have no idea when—or if—I will receive it. They haven't charged my account yet, so my funds are essentially being held hostage by them. The customer service is extremely poor considering the price of their products. It is incredible that a company can be so greedy.

Customer service
Thank you for contacting Arc´teryx.

First and foremost, I am very sorry to see that your order xxxxxxxxx has not yet been shipped and I apologise for any inconvenience this may have caused.

I have escalated your case to the relevant department to check this further with our warehouse and will get back in touch with you shortly once I know more.

Please let me know if you have any questions in the meantime.

Kind regards,

Me
Hello again

Yes estimated arrival date was yesterday at the check out, and it is not even shipped. If it is not shipped today please cancel my order and send me a confirmation of cancellation, and make sure not to withdraw money from my payment card.

Kind regards

Customer service
Thank you for your reply.

We have reviewed your order and regret to inform you that it is currently experiencing a delay. We recently updated our warehouse management system, which has led to some processing issues.

Please be aware that while your order may be cancelled if it remains stuck, there is also a chance it will fully process and ship. An automated email notification will be sent to you in the next few days once your order is updated.

Unfortunately, we are unable to manually intervene in this situation as our ordering process is automated. Order cancellations can only occur if the system rejects the order and we are unable to request cancellations any other way.

We sincerely apologize for any inconvenience this may cause. We understand this is not an ideal situation.

If you do receive the order, we offer a free return policy for any of them, allowing you to get a full refund for the order you return.

Thank you for your understanding. If you have any additional questions, please feel free to reach out.

Kind regards,

Me
So you dont want to cancel the order, that makes no sense, the thing with you system is so automated, that you cant manually change status, i dont beleive in that,  so the minimum you can do is to tell me when will my order be shipped ?

Customer service
Thank you for your reply.

I completely undestand your disappointment with this and I am very sorry for the inconvenience caused on this occasion.

If we could cancel, we really would, however, it is not possible since the system is automated so we cannot make any manual adjustments. Order cancellations can only occur if the automated system rejects the order.

Our warehouse are currently going through the delayed orders now and hope to have them shipped asap. We have not received feedback yet from our warehouse to if that will be today but you will receive an email as soon as it is.

Please let me know if you have any questions.

Kind regards,

Me
Your products are expensive, as a loyal customer i expect some customer service, but no service has been delivered.

Why did you not contact me before i contacted you to start with that orders are delayed, you just let the customers wait.

Saying asap is not good enough. I need a date for when you will ship my product

I dont know status after my last meesage.

I ordered shoes on their outlet site in Switzerland. Shoes never reached me, in fact never left Germany -UPS sent shoes back to Arc'teryx. I have been contacting them for the last four weeks asking for my money back! They are useless!

I bought a jacket several years ago and I loved it.
Around a year ago I noticed some of the seams were beginning to fail.
Now most have completely failed.
Customer service has offered me $90.00 as a credit.
So I can have the same experience again.
No thanks. Shame on you!!!

My whole experience from start to finish has been so disappointing. The item I ordered for a present , took so long to be processed. It missed my sons birthday. This was before it had even been dispatched, I would seriously think twice before purchasing from this company,

I am writing this to warn anyone considering investing their hard-earned money in Arc’teryx. If you believe this company still stands behind its products like they used to, you are mistaken.

I have been a dedicated, loyal customer for years. My closet is full of their gear. I own a Proton SL, a Gamma MX Hoody, Cerium hoodies (these are insulated jackets), kyanite jacket / hoodie, Covert jacket and cardigan, (these are fleece), several Cormac t-shirts, alongside accessories like their bags and gloves. I bought into the brand's reputation for premium quality and bulletproof durability. In all my years of purchasing, I had never once submitted a warranty claim.

Recently, my Kyanite Hoody purchased in 2025 developed significant pilling after very light wear. Believing in their historical reputation for customer support, I decided to reached out to submit my VERY FIRST claim.

They straight-up denied it.

Customer service essentially told me that pilling is "normal" and not a manufacturing defect (even after I show them this is not normal). Their grand resolution? They told me to go buy an inexpensive fabric pill shaver to fix it myself, and offered me an insulting 20% trade-in coupon (sending back the piece). When you pay a massive premium for top-tier outerwear, being told to shave your own jacket and accept a discount coupon is a slap in the face.

What makes this completely unacceptable is how starkly it contrasts with the rest of the premium outdoor industry. Back in 2020, I had a North Face down jacket that started leaking feathers. Without a hassle, they asked me to return it and issued me a gift card to purchase a brand-new jacket. I have also had incredibly positive, supportive experiences with brands like Patagonia, Lululemon, and ON. I also own pieces from norrona and Fjällräven, they are awesome and their products are of the same or even higher quality. All these other brands actually value their customers and back up their manufacturing.

Arc’teryx has made their new priorities very clear, and customer loyalty is not one of them. I will never purchase another product from them again, and if you are on the fence about buying from them, I strongly urge you to take your money to a brand that still respects its customers. You have forever lost a customer, Arc’teryx.

I've always considered Arc'teryx a premium brand, which is why this customer service experience was particularly disappointing.

When my order could not be delivered while I was away, I contacted customer service immediately. Arc'teryx arranged for UPS to return the package to them. Unfortunately, the package was later lost during the return process.

I never received, collected, or used the order, yet I was informed that I had to wait for an internal investigation before my refund could be processed. I understand that companies have internal procedures, but this situation was related to the return process between Arc'teryx and their shipping partner — not something caused by me as a customer.

What disappointed me most was not the shipping issue itself, but the way the situation was handled. The communication felt dismissive and unnecessarily defensive. Instead of focusing on finding a fair solution, I was repeatedly told that my case was "nothing special," that I was "not a special customer," and that no escalation would be considered.

I never asked for preferential treatment. I expected a professional, respectful approach and recognition that not all customer cases are identical in complexity.

A premium brand is not only defined by the quality of its products, but also by how it treats customers when something goes wrong. Unfortunately, this experience left me with the impression of a company more focused on defending internal processes than on solving a customer's problem.

Because of this experience, I have lost confidence in Arc'teryx and will not be purchasing their products again unless I see a significant improvement in their customer service approach.

I bought three pairs of shoes online during the summer sale. At the time I placed my order, all three pairs were shown as available online. However, five days later... after the sale had ended, I received an email stating there was a STOCK DICREPANCY and 2/3 pairs had been canceled.

Lovely clothing but absolutely dire quality. These gloves have been worn couple dozen times for literally minutes when needed. Ie 13deg this morning and hands felt cold compared to what we've had for last month. Both gloves already split. Worse thing is they replaced a pair that had done the same!!! Stay with North Face!

It was below standard Saturday 13/6/26. I purchased this jacket at Chadstone Victoria Australia and the checkout was terrible. Staff are not trained. My jacket had the alert tag left on. The jacket was never checked for tags. I could not complete my trail event on the Sunday 14/6/26. Went back Friday 19/6/26 manager Adam said sorry. That did not cut the ice with me or the bad experience. Asked for some compensation told they do not give compensation for bad service. That just shows lack of KYC.

I decided to treat myself for my upcoming hiking trip to a pair of Gamma SL trousers at retail price. I opted for the fast delivery option. 7 days later and my item is still being held at the customs office in Frankfurt. My hiking trip is tomorrow so no hope of receiving them. Arc’teryx informed me that there was a technical issue affecting all orders. Can’t seem to find confirmation of that anywhere and it took me contacting them to find this out. I am happy to update my review once receiving the item, but to spend £140 on trousers from a company as high end as this and to have to deal with this is something I never expected.

Used to be a brand that made equipment to support people having adventures. Now it is a status symbol brand that won't replace products when they have been used and failed during what they were intended for.

Wouldn't even replace the zipper that broke on my 5 year old Atom Hoody, because it was too worn. Will look for other products and companies in the future.

Paid £65 for a technical shirt for my husbands birthday. it is of terrible quality. Do not use this company.

I purchased my Arc'teryx Stinger Bib Pants in 2015 and started using them in 2016. The pants have seen relatively limited use and are otherwise in good condition. However, both snow locks detached during the same wash due to the laminated adhesive failing.

What disappointed me most was not the failure itself, but Arc'teryx's response. Despite the fact that both components failed simultaneously and similar issues have been reported by other owners, the company classified the problem as normal wear and tear and declined any warranty coverage. Their only offer was a small gift card in exchange for surrendering the pants.

In my view, a critical component of a premium ski garment should not fail in this way, and a premium brand should take greater responsibility when a known design or material weakness appears.

Based on this experience, I cannot recommend these pants. The design solution has not proven durable, and Arc'teryx's interpretation of warranty responsibility has significantly lowered my confidence in the brand's long-term value.

I have three LEAF Khard backpacks from them, in all three sizes. Like them a lot. However, their customer support sucks, and not in a good way. After years of use, the zipper pull tabs became brittle from UV-exposure. I wrote them a nice eMail. Instead of doing what a top-brand would do (hint: ask for my address, send me three times three ea replacements, for free), they ask for pictures. I send them pictures. They ask for pictures in a different format. I send them pictures in a different format. Whatever a "Linda" is (can't be human) asks for even more pictures and receipts. At which point I did what they expected me to do: Stopped bothering them. Great service, Arc'teryx. Of course, if you buy cheap, you can't expect much. Sarkasm: OFF

Purchased an Arcteryx Alpha (700 CHF) and wore it with regulary with proper maintenance as i am using it professionally.

Jacket now show delimination on many spots which is caused by poor material quality.

Back in the days you have gotten a replacement or a proper discount on a new product.

Now costumer support offers 20% which is a joke for product in this price category.

So sad to see that they have lost their way.