Arc'teryx SoHo — Local services in New York

Disappointing Experience at Arcteryx Soho.

I went into the Soho store to get my Gore-Tex Beta AR jacket cleaned, but the experience was nothing short of frustrating. My jacket, which I’ve had for only three years, has started delaminating — something that should not be happening with a product of this caliber and price point.

The staff, unfortunately, were no help at all. I was told they couldn’t wash the jacket because of the delamination, but when I asked for solutions, all I got were vague and unhelpful suggestions, like washing it myself (with the added caveat that doing so might worsen the condition). No offer of an exchange, no store credit, no real help — just excuses.

I tried initiating a product service request, but even that turned into a hassle. The two employees I spoke with, including someone named Cody and a white woman whose name I didn’t catch, seemed reluctant to process the request and made it clear they’d rather not deal with it. Their dismissive attitude left me frustrated and without any resolution.

For a brand that prides itself on quality and customer service, this experience was unacceptable. I walked out of the store with my jacket still in hand, feeling completely let down. If you’re going to charge premium prices for your products, you need to back them up with better...

Was in the city for a day to watch Hamilton. Soho before Hamilton, stopped at Arc'teryx just to see what my size would be for the Beta rain/shell jacket. No store near where I live, but I do own the BIRD HEAD TOQUE hat and wear it all winter long stylish and warm. long story short the employees are all very nice and very friendly. Quick to ask me my usual size and pull the jacket out when the XL was to big I tried on the L and it fit perfectly. Had multiple employees come up tell me their opinion on the fit and answer all the questions I had about the jacket and even their own experience with their own Arc'teryx gear and sizing for them. Im glad I was able to fit the L just right since I am on the weight loss journey and it being a special trip. Trigger was pulled and got the black beta in a L. I want to shout out the whole team at Arc'teryx in Soho NYC. I only was able to get one employee name the one who checked me out, shout out to Ziggy! The whole team is very knowledgeable about their products and own the products themselves. I essentially like that they weren't to pushy about buying and even offered to take my order and get it shipped with express if I wanted to do an online order. But since the jacket was there I said I'll wear it out the store. Thanks...

I’m honestly shocked by the terrible customer service at Arc'teryx Broadway in SoHo. While the products are great, the staff is consistently unprofessional and indifferent. Every time I visit, the employees seem more interested in socializing with each other or scrolling through their phones than helping customers. They form groups, ignore you as you browse, and act like they don’t even see you half the time.

During a recent visit, I was visibly searching for a size, and only after waiting did someone reluctantly offer help—complete with attitude. They handed me the jacket, walked away without providing any further assistance or information, and went right back to socializing. To make it worse, when I tried something on and needed to return it to the display, the staff acted annoyed, like refolding a jacket was a massive inconvenience.

It’s baffling how this location hires people who show zero interest in actually doing their job. I’ve never felt so turned off by a brand because of its store staff. If Arc'teryx wants to maintain its reputation, they need to take a serious look at who they’re employing. Right now it feels like they’re getting paid to hang out, and not provide the level of service you’d expect from a brand of...