Arc'teryx Cherry Creek — Local services in Denver

This isn’t so much a complaint about this specific store as it is the company in general. My husband bought me a $600 coat from Arc’teryx last winter. Exactly one year later, the zipper not only stopped working but completely snapped in half and the runner was coming off the tracks. It was completely unusable. This was upsetting enough for such an expensive coat. I’ve had plenty of cheaper coats that lasted much longer and didn’t have any zipper issues. I brought it into the Denver store on January 1. They told me they had to send it away and it could be gone for up to 6 weeks. This was terrible news as that would be all of January and half of February, prime winter months. On February FOURTEENTH, right when I should’ve been getting it back, I received an email updating me that the repair had begun and it could take 4-6 weeks. This could now take me to the end of March/early April when I won’t even need it anymore. I feel mislead and wrote customer service saying that I honestly was considering requesting a full refund. For a $600 coat that I only got to wear for one winter and completely miss out on the second winter was absolutely unacceptable. That was 7 days ago and I’ve heard absolutely nothing back from them. I’ve been wearing an old ski jacket to get through winter and am hesitant to buy a new, more reliable winter coat as I suspect (especially after reading other reviews here and receiving radio silence from customer service), that a refund is going to be out of the question. I’m even more concerned that this will just happen again in the future as I’m not very confident in the quality of this product after all of this. If you’re looking to buy a reliable coat and willing to spend a bit, I have a feeling there are many other choices that wouldn’t leave you this disappointed and coatless. ...

I'm a big Arc'teryx product fan, but not a fan the wildly varied customer service experiences I've experienced at this store. I own 3 various Arc'teryx fleece, 2 cerium down jackets and 2 pair of venta gloves. I received a Beta SL jacket for Christmas, purchased from the online store. I went in to make sure the sizing was right and to exchange for a different color. I told the guy in the store this and was questioned with a dismissive tone, 1) "have you worn this outside?" my puzzled answer: "Ummmm No, it has tags on it and it's snowing outside." 2) "did you buy it from us?" my answer: It was a gift, I believe it was bought from your website. Rep response: "oh, no you didn't buy it here, it doesn't have our tag on it. we can't really help you." Our exchange continued and I began to take the tone I was presented with.

When paying a massive premium for outdoor gear like Arc'teryx, I expect it to fit and perform as the best available. I also expect to be treated with respect as a customer, one who is actually wearing your clothing as I talk to you.

Corporate Arc'teryx, get your act together with purchases made from your website and make them easily exchangeable at your retail locations. I have to buy 2 more and return 2 in order to get the appropriate size/color I would use.

Denver/Cherry Creek Arc'teryx store, tell your employees to treat the customers who shell out a ton of cash for the brand to treat customers as such. You are the brand's ambassador. Tone and attitude matters. Honestly, I feel kinda bad wearing all the Ark gear I wear every day, because people might think I'm a condescending person like the sales rep at the...

UPDATE: it took a little time but they repaired the zipper. Its a great jacket.

Really great looking products but not designed for the long haul. They also don’t have the customer service/warranty to support their low product quality. I have two Arcteryx jackets with zipper issues. First is a hiking jacket. early last year the arm pit zipper separated from the jacket. They offered only a 40% off coupon of another garment. Now the center chest zipper on my cassiar ski jacket has the same issue. This is a $800 jacket. They told me it would be 5-7 weeks before they can review and get back to me. It’s the middle of ski season. If this happened with Patagonia they would just say pick another jacket. Very low product quality and customer service....