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Business Profile

Retail Stores

Arc'Teryx

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Arcteryx claims its products are "durable" and advertises its "lifetime warranty" to attract consumers. I have filed a warranty claim due to a hole resulted from poor manufacturing. Arcteryx representative is adamant this was a "snag", which does not make sense as a "snag" would cause a tear far greater than 2mm circle, and the tear would drag out if it was "snagged" by an object as it claims. Per California Business and Professions Code *****, Arcteryx is falsely advertising and refusing to stand by its warranty policy it advertises. It attempted to offer me a subpar "patch" option and a gift card, which is nowhere close to the average price of its products, showing its intent to get the consumer to spend even more to buy its subpar products it is not willing to stand by. I am requesting to have Arcteryx offer a full refund of the product or offer me a full replacement of the same product I have purchased without any cost on my end.

  • Initial Complaint

    Date:05/29/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Below are the details of the transaction and the problems encountered:Transaction Details:Date of Transaction: 05/15/2024 Total Amount Paid: $640 Product Ordered: Four pairs of Arc'teryx Kragg shoes Order Numbers: ********** and ********** ( each order contains two shoes)*** Tracking Number: 1ZHE55260219011362 Issues:Incomplete Delivery:I ordered a total of four pairs of Arc'teryx Kragg shoes but received only two pairs which sizes are 8.5 and 9.5 from order **********.The weight of one pair of shoes should be approximately *****kg, thus four pairs should weigh more than 2.4kg, excluding the wrappings.Weight ******************* website indicates that the package weight is only 1 lb (approximately 0.45kg), which is clearly incorrect for the expected contents, significantly lighter than the expected weight.Customer Service Issues:Despite contacting both *** and Arc'teryx more than ten times, I have not received a satisfactory explanation or resolution regarding the missing shoes and the weight discrepancy.I was informed that both of my orders were combined into one shipment, yet the delivery did not include all items ordered.Given these circumstances, it is clear that there has been a significant error either in the packing or shipping process. I request immediate action to resolve this issue by either sending the missing two pairs of Arc'teryx Kragg shoes or providing a full refund for the undelivered items.Please acknowledge receipt of this message and ask them provide a timeline for resolution. I look forward to your prompt response and satisfactory resolution to this matter.

  • Initial Complaint

    Date:01/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Thorium Hoody jacket from Arcteryx on 12/13/22 for $450 and after 1 month of normal use and wear (no explicit damage), a hole in a seam on the back left of the jacket opened up, exposing the down stuffing inside. I submitted a service request (AS00130223) to Arcteryx on 1/20/23, providing pictures and a copy of my receipt, and asked for an opportunity to return the jacket due to concerns about the item's quality. An Arcteryx customer service representative contacted me on 1/27/23 and did not offer any options other than directing me to external repair options. I am disappointed by my experience with this company and feel the jacket should have lasted in good, usable condition for a period of greater than 1 month. I would appreciate an opportunity to return the item to Arcteryx for a full refund.

Arc'Teryx is NOT a BBB Accredited Business.

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