Customer Service and Support is Why I Wear Arc'Teryx Walked in with old jacket needing repair; walked out with a brand new jacket (no I didn't steal it). I had a warranty issue with my shell and instead of making me wait the standard 4-6 weeks for a repair, the Kits store handled the warranty / replacement paperwork and let me walk with a new jacket off the showroom floor. The manager Kelsey was incredibly helpful, caring and funny. I am an Arc'Teryx customer for life because of (repeated) interactions like these. Also, don't be a dirtbag and wash your Gore-Tex kids. read more

To my fellow Kitsilano neighbors, As many of us rely on high-end local gear for our outdoor lifestyle, I wanted to share some recent data regarding the service standards at the Arc'teryx location on West 4th. While the brand has a long history in our city, recent public filings on the Better Business Bureau (BBB) show a concerning trend. Currently, the company holds a 1.33/5 star rating from local consumers. Multiple reports from late 2025 and 2026 highlight recurring issues, including: * Warranty Disputes: Customers being denied service based on "fabric condition" without clear technical explanations. * Quality & Repair Issues: Reports of gear returning from service in worse condition than when it was dropped off, with a cited "lack of ownership" from customer support. * Policy Changes: Significant frustration over the removal of lifetime warranties on products originally sold with those guarantees. It is important for our community to be aware of these service patterns before investing in expensive technical apparel. If you've had similar experiences with local gear maintenance, feel free to share your thoughts below so we can keep our neighbors informed. Know your rights as a consumer. read more

I am a longtime customer of Arc'teryx and if I could rate in the negatives I surely would here. I bought their gear in the 2000's and was amazed and happy with it. They were by far the most expensive I had ever owned but they were bullet proof. One of the things I always liked and valued about the company was their lifetime warranty. I felt very comforted knowing they stood behind their products without reservation. I found out this year that that is gone. I have a an older pair of their bibs. They have been outstanding. They were well over $1,200 when I bought them, but Arc'teryx always stood behind their gear. They are older now and the waterproofing was much diminished. I contacted them and talked about the problem. They had me take many pictures and evaluated from afar. They added many things to the list. They gave me a file number and led me to believe they would take care of all the smaller issues they said were wrong with my bibs as well as the waterproofing. They had me drop the bibs off with the understanding they would look them over in person and fix them up as best they could. I was really only hoping they would redo the waterproofing (via a spray membrane they had been known to use in the past). Then they seemed to have a change of heart. They came back and said there were to many problems to fix and offered me a $130 dollar credit. What do you do with a $130 at an Arc'teryx store? I really only thought they would do the spray and tell me that was all they could do. I would have been one hundred percent satisfied. These bibs served me well for so long and I thought I could get one more run from them. Some lifetime warranty, they wouldn't even try. I told them I did not want their offer. They replied that was as good as it would get. In the end I told them to just send them back to me and I would try my own DIY fix. Whatever they once were is now gone. When I dropped off my bibs, I saw the gear they sell now and I would not buy it, even if it was priced at its true value. They don't make tough gear anymore, they make fashion gear for the "Really Expensive Store". They do not warranty their new gear and apparently they no longer stand behind their traditional gear. I was so disappointed I have vowed to spread the word. They suck! read more

Great inventory of in season Arc'teryx with friendly and helpful staff. Note this is the brand store with gear and wear from the current season. If you were looking for the oulet, then it is the only other Arc'teryx store in Vancouver. The layout of this store is clean and well maintained. The location is not great when driving there. I hardly noticed it amongst all the other stores since it blended it with the rest on that block. Unlike its sister store in Seattle which has a conspicuous store front, this was much less noticeable. Parking gets its own section because it was such a pain... There are so many permit parking only areas and to make matters worse, the neighborhood is pretty busy which makes any parking at all very scarce. Also, no parking garages to be found anywhere nearby. We ended up parking a good distance away and waited for a free 2hr area wedge in between two parking permit areas. We got lucky finding that one spot after driving around the block and stalking for a spot. Whether a BC resident or not, that area seems like just a total shit show for parking. However, our shopping experience was very pleasant once we finally made it there. We didnt have anyone hovering us but they were ready to assist when needed. We spent a decent amount time here trying out different shells and other types of jackets to find my wife a new ski shell/jacket. There's several options for ski specific jacket including insulated and regular lining. While she was busy on the hunt, I was able to check out packs, gear, and other cool products. Eventually, we did end up finding a jacket for her. read more

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I splurged and bought the most expensive Acr'teryx Shell, designed for extreme cold and outdoors conditions. The front zipper broke while I was on the top of a mountain after about 5 days of use. This has never happened with far less expensive shells from Arc'teryx competitors. Now, this happens, but here is the real problem. If you don't live in Vancouver, what you have to do is mail the product to Arc'teryx. Their local stores elsewhere are no allowed to do repairs and the zipper is a specialty item so you can't just take the jacket to a tailor. After you send it in, you get a notice that they will "assess" the product after 4-6 weeks, and then get in touch with you. So in sum, rather than just quickly replace the jacket or zipper immediately (given it was a very expensive and defective product, and they left you stuck on top of a cold mountain with a useless jacket), they then force you to lose most of a season's use of the product. I assume replacing a slider on a zipper takes 5 minutes, so they must be very busy repairing other defective products, or need to hire more people to provide better service. Also, I am writing this here because they provide no other means of expressing views such as this. The customer service people are nice, but are in no position to correct this. Sincerely, RA576435 read more

Horrible staff, went in there to buy a jacket the other day. Women I assume was senior staff or sorts talks to me, i try on a few jackets and she says she'll go to the back to get some other jackets to try. Before leaving she tells her male co-worker, in front of me, to watch the door. I was dumbfounded, was i just racially profiled? I guess most people of my ethnicity run out the door with jackets without paying. Bought a jacket but extremely disappointed in the staff. If you feel you're okay being treated in this manner, by all means visit this store. read more