Had a family and friends discount... and ordered the wrong size jacket. Stores wouldn't take it back and wouldn't let me exchange it for right size ..i payed for item, using family discount code. The way they treat "family" is bs. Arc'teryx is a bad overpriced company. read more

Terrible customer service and the warranty. I have a Granville backpack which is less than a year old, and the fabric on the front cover is deteriorating significantly for a normal use. I called the customer service and they told me to bring in the backpack in a store, so they could ship it back to their head office in North Van for an inspection. When I took it back, the sales person asked me if I have washed the backpack. I was a bit puzzled and told her that I haven't. She then warmed me that they may charge me $15 for some kind of bad hygiene practice or another as the product hasn't washed and they need to inspect it as it is. I was thinking who would wash a backpack?! I asked her to make a note on the file that I cleaned the backpack, so that they can waive the charge. She then told me that it would take 4 - 6 weeks generously until they finish their inspection and get back to me on what they can do about it. This is my first time dealing with their warranty, however I dealt with Lululemon and Patagonia for their product not standing to be what they claimed, and they have always dealt with the issues immediately and made me happy. They have never made me wait for 4- 6 weeks. I have a quite few items from Arc'teryx, and I would like to support a company which started locally, however my experience was QUITE disappointing. read more

I heard much about the quality and design of this local brand and thought I would check it out. I have not experienced such bad customer service in a very very long time. The salespersons are unhelpful and patronizing when asked about product information or available sizes. I appreciate not all retailers transfer items between stores but a helpful "shall I call the Kitsilano location to see if they have that product and size" would have been nice, rather than yet again walking away after deigning to answer a question that "Kitsilano isn't as busy and may have what you want", really? Just one sample of the "service", here. I am very happy to shop elsewhere. Thanks read more

I came in this store today wishing to find a Tuque I found on website. Unfortunately, this store didn't carried that but the male staff who was at the register was very nice . First, when I asked him, he asked around and also looked for the back - no luck. Next , he looked up the inventories and other store's availabilities. One of the stores in kits had it and he called them for me and spoke to them . I know I could have gone to that location but he asked them if they could ship it to me. That said yes and even not to the store but to my house , the shipping fee was free of charge . (They use UPS too! Nice and fast!) I thought it was very nice of him that he was trying very hard to help me, customer , to find what we were looking for . Even it was something small such as the tuque .. I spoke the guy in kits location over the phone and he was very nice too! I know this high end outdoor sports brand but never been to any of the store before. But I was very happy I did today :) Now I am excited to receive the product . Oh the store was very clean and well organized . Everything is Very tidy looking . Staff was nice and friendly . I thought this place carries their brand image very well! read more

I live in nyc and I'm a big fan of Arcteryx, so I decided to check it out here in Vancouver while on vacation today. It's a good looking store and they had exactly what I was looking for. I was particularly impressed with the attentive and honest feedback I received. Great job guys! read more

I always get great service from knowledgeable staff. Products are of the highest quality. You pay for it but they stand behind them.

Fair quality overpriced clothes, but that is known and expected. Piss poor service at this location. We were there on a not busy Thursday afternoon and no one even looked at us, much less asked us if we needed assistance. OK, I am older than the average customer, but I also have a lot more money. I won't be back to this chain. read more

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

Such a good group of people working here. The jacket I bought last year has been the best jacket I've ever owned, love these guys.