ComplaintsforArc'teryx Equipment Inc

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  29/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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.

• Initial Complaint

  25/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned package to Arcteryx company by *** , but package lost on *** on ship way , Arcteryx made claim to *** get investigated,now *** told me contact Arcteryx get money back but Arcteryx refused refund.

  Business response

  27/06/2024

  Hello there,
  Thanks for reaching out to Arcteryx.
  I understand you are inquiring about a refund for a recent return: R1-0029202285
  It appears our warehouse team has not received the items slated for delivery. Therefore, we are unable to provide you with any further solutions regarding your case.
  Please note, your mailing address on file has been flagged for mis-deliveries.
  If you would like assistance with a future return, please let our team know, and wed be happy to assist you.
  
  Kind Regards,
  Nessa

  Customer response

  06/07/2024

   
  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

  13/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my Arcteryx order ********** months back, but it had been lost by **** After numerous contacts, Arcteryx opened a claim with *** which clearly had been issued but yet I still have not been refunded for this. I provided all the documents about the supporting claim and was told this would be HANDLED. However, it still has not been for months now and no one has truly assisted me in having my issue resolved.I am seeking help now through here for someone to please assist me with this gruesome situation and actually have this issue be resolved please. I have shared claim details and all my order details along with documents so I truly hope this is the final communication to having this resolved as it's been over 2+ months now.

  Business response

  18/06/2024

  Hello *******,

  Thanks for reaching out to Arcteryx.

  I am sorry to hear you are unhappy with your experience at Arcteryx, and you are still waiting for a refund on your lost package. We do our best to investigate these claims externally with our shipping carrier, ***,as well as internally. I would be happy to look into this further to see if we can provide you further options for your case.

  At this time, we have not refunded you because the *** receipt you provided with us at first had a drop-off location in the ***. In addition to this, your tracking number looks tampered with.

  After further communication, it appears you provided a new receipt from *** stating it was dropped off in *********, *******. Based off your *** tracking, it was dropped off in *******, *******. The information on the receipts were not accounted for regarding this investigation due to the conflicting locations.

  I see this is your first time ordering with us, and its a high value package of $3,570 CAD. Did you return everything you had purchased?
  Thanks for your patience and cooperation as we continue your lost package claim.
  
  Kind Regards,
  Nessa
  
  * Please see attached files for receipt photos.

  Customer response

  21/06/2024

  Hey there,

  The shipment was actually dropped off in ********* ON. Here's a clearer version of the tracking progress. Etobicoke is the store with the *** that the package was dropped off at, the access point.

  And yes, I returned all 5 items for exchange as the sizes did not fit properly.

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

  Business response

  27/06/2024

  Hello there,
  
  Thanks for your patience as we continued our investigation with your case.
  I have received the *** Claim issued, and it stated the only item inside the parcel was the Sorin Jacket Mens (Black, Medium). I have attached the claim within this case.
  I have gone ahead and refunded you for the Sorin Jacket Mens today, June 27, 2024. It can take 1 to 10 business days for your refund to appear back to your original form of payment.
  We still have not received the other items in our return warehouse. Therefore, we are unable to provide you with a full refund.
  If you believe your parcel was tampered with, I would recommend contacting your local authorities and report the theft.
  Thanks for understanding.
  
  Kind Regards,

  Customer response

  28/06/2024

   
  Complaint: 21844498
  
  Honestly, I don't even know what to say at this point.
  
  Once again, I've returned all 5 items. I've taken photos of each of the items on your site so you can also do the math for yourself. If you add the weight of all 5 items, it's 5 lbs total. 

  I appreciate you refunding me for 1 out of the 5 items I've ordered, but you're missing 4 out of the 5 items.

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

  Business response

  05/07/2024

  Hello there,

  Thanks for responding.

  I understand you are upset about not receiving a refund for the remainder of your order. However, I am unable to provide you with a refund until all the items are returned to our warehouse.

  The *** Claim issued from the *** Investigation does not state multiple items were sent in its package.

  This decision to not refund is final, and there will be no additional recourse for this case. If you believe someone has tampered with your parcel, I recommend reaching out to your local authority and reporting theft.

  Thanks for understanding. Have a great weekend.
  
  Kind Regards,

• Initial Complaint

  29/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In the Autumn, a Jacket Arcc'teryx Beta AR Has been sent to the company's main office for the replacement, under warranty. The issue were malfunctioning zippers in front of the jacket, including the main one, making it unusable. This has happened before, in last ten years, with the same product, five times the jacket has been replaced, company acknowledging the manufacturer's defect. This time the issue has not been addressed at all, instead I have received an email stating that due to contamination, and there was none, it cannot be repaired; that is not what I expected. I did express my frustration and was offered a $140 towards a new purchase, the new jacket is priced at $800 nowadays; this is an insult. The whole exchange of emails can be forwarded to BBB. I understand that there has been a change of ownership and Arc'teryx is no longer ***************** a foreign now. What has been an unlimited warranty has suddenly become a limited one. If a company claims to provide a superior product and charge exorbitant price for it, it should be just that. In here the quality standards the company has been built upon are non existent. The case # is ******** in Arc'teryx After over half a year of no response from the company, I have have contacted my MP office and was advised to contact BBB, maybe you can help me. The rainy season is here and I am an active outdoor man, all year round; I could really use this jacket. I expect a replacement, wit my color of choice, as it has been done before. Kind Regards

  Business response

  11/06/2024

  Please see attached document titled BBB Complaint # ********.

   

  Thank you.

• Initial Complaint

  16/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased these pants in 2012, at the time arcteryc backed their products with a lifetime warranty. I went through the trouble to work with theur team and send the pants back to them for repair by ****** afer all that, I was told the pants were not fixable and I could only get 20% gift voucher $70, cannot buy anything from them with that, let alone goretex pants.

  Business response

  22/05/2024

  Hello,

   

  Please see attachment for case correspondence with Guest.

  Guest spoke to our After Sales team after submitting this complaint and agreed to the resolution of a Gift Card in the amount of 30% of the original retail value of the product.

  The gift card has been issued and the case has been closed.

   

  Thank you.

• Initial Complaint

  15/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order online on Arcteryx website. The package was shipped via **** I never received the package and according to the shipping history, the package was lost in the *** facility, they not even send it out to my address. I reflected this issue to Arcteryx customer service, but they declined to refund or replacement for my order. It was totally not my fault, I am upset that they refused to replacement my order and took long time to reply. They never try to investigate where the package was, instead of made me to pay for their mistake. Arcteryx Order number:**********.Email *********************** *** tracking number:******************

  Business response

  22/04/2024

  Hello there,

  Thanks for reaching out to Arcteryx.
  
  I understand you are requesting a refund for a lost package claim. Id be happy to provide you more information regarding your case.
  
  We have conducted additional investigations on your lost package claim for order **********, and we provided you a full refund to your original form of payment.
  
  Please see email correspondences for more information.
  
  Thanks for your patience, and please let me know if you need any further assistance.
  
  Kind Regards,
  Nessa

  Customer response

  25/04/2024

  
  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

  18/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sending in a jacket the inseam of which came off for warranty service.On their website it says ********* is proud of the quality and performance of all our products. Items covered under our Limited Warranty will be replaced or repaired at the discretion of Arc'teryx for the practical product lifespan. Product damaged through wear and tear, misuse, or neglect may be repaired at a reasonable price. ************************************************************* But they told me in the email that self repair voids the warranty. I cannot find any notion of this in their policy

  Business response

  20/03/2024

  Hello *****,

  
  Thanks for reaching out to Arcteryx.

  
  I understand you are requesting for a refund for your Gamma MX Hoody after a recent experience with your warranty. Although I am unable to provide you with this offer, Id be happy to provide you with more information on your case, and see if there is any further assistance I can provide you with.

  
  Although I understand your frustration regarding the outcome of your warranty, a self repair disqualifies your Arcteryx product from repair or replacement, and it has been noted in the Arcteryx Limited Warranty here:

  THIS LIMITED WARRANTY DOES NOT COVER AND ARCTERYX IS NOT RESPONSIBLE FOR:
  
  8. UNAUTHORIZED MODIFICATION OR ALTERATION INCLUDING ANY REPAIR DONE OUTSIDE OF ARCTERYX CUSTOMER SERVICE;
  
  Self-repairs typically prevent our ability to successfully repair items back to our quality standards where performance and functionality have not been compromised. All repairs we offer must meet this criteria. For this reason, alterations and self-repairs typically void and are not covered by the Arcteryx Limited Warranty.

  
  Additionally, self-repairs using products like super glue leave behind a destructive residue once the tape is removed. Re-laminating components to such areas heats up this foreign glue residue, subsequently transferring it to and damaging our equipment and limiting our available options. Top-stitch options would also be difficult as the glue hardens the fabric; therefore, preventing our repair team to further repair the garment.

  
  Self-repairs void our Limited Warranty; however, we will always try and find a solution where possible.

  
  As stated in previous communications, wed be happy to provide you with a 30% ReGEAR gift card trade-in option.

  
  I understand your garment is in transit back to you now, but we'd be happy to keep this offer standing for the next 15 days.

  Please let me know if you have any further questions or concerns. I look forward to hearing back from you soon.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the gift cards at the *************** store, at that day the machine has problem so that worker refund this money but I do not receive the money until now.

  Business response

  13/03/2024

  Hello,

   

  Please see attached document as confirmation via our payment system that the $2000 refund has been posted.

  I have spoken with our Finance Manager and they have confirmed that the refund has been issued in reference to the October 28 2023 transaction from *************************.

   

  Thank you.

• 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.

*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. ↩