Arc'teryx Pike St — Local services in Seattle

Went into the seattle retail store in october 2020 and purchased two pairs of boots two jackets and a pair of pants Came to almost $1500! after paying that kind of price I expect high-quality gear and good customer service. The guy helping us out was very helpful and was happy to show us different items and to try on different items. He even gave us a couple of promo T-shirts at no cost. I went back to this store because I purchased some Bora GT boots about a year ago and the sole started to fall apart in an area and I went online and filled out a service request and they resolved my problem right away.

This time I bought a jacket for my wife and the logo on the front of the jacket started coming off within the first month and now the logo is totally gone off the jacket 3 months later. I called the store and they said that this has happened before and it does not affect the performance of the jacket. (So another words just deal with it). I went online and fill the service request and sent pics it’s been over a month and a half and no resolution. I have purchased much less expensive outdoor gear and never have had an issue like this. The other jacket I purchased the logo is OK because it is stitched in.

The other issue I have is with some pants that I purchased (Sigma AR) The seam in the butt area came apart four months later and I am a very slim guy. The material on the back of one leg also started to look damaged. I sent in a service request also no resolution over a month and a half ago.

They sent a response saying it is because of covid that they have slow response times.

In my personal opinion this brand of clothing is good for the occasional recreational only use. The shoes and boots have been holding up well but the pants and the jackets do not hold up that great for the frequent, every day user in the PNW. and the online customer service has not been great especially...

An amazing product is one thing but to have the right people behind that product to bring it full circle is something only a few select groups of individuals have the right to say they’ve accomplished — perfection. This Arc’teryx location is a direct reflection of that. Decades of hard work and pushing the boundaries of just how far innovation and cutting edge efforts can take us is what made Arc’teryx what it is today and why it is essentially the only brand I’ll put my money on when it really come down to it. With that said, every time I’ve come into this location over the many years of living in Seattle I’ve always been met with someone I felt was a perfect expression of that. Prompt, professional, knowledgeable and most importantly friendly. I’ve never left any questions unasked when I’m there and always leave knowing something more about the industry that I didn’t know before. From Connor, Jackson, Freddy, Daniel and Eli and so many more, throughout all interactions I’ve always felt like I was not only valued as a customer but as an equal to someone who shares to that same appreciation of what an amazing company has become. There’s been too many instances of employees going out of their way to resolve things on my behalf and with every time leaving me with the assurance of knowing my money is well spent. I could go on and on but to put it simply, this is why I trust Arc’teryx with my money and will continue to do so. Amazing products backed by amazing people. There’s really no reason for me to ever look elsewhere. Thanks guys, you are...

Absolutely horrible customer service experience with Taylor today. I brought in a piece of damaged gear that had incidentally torn and was told that there was nothing they could do for me and to file an online service request. In contrast, Patagonia replaced a similar performance piece with no questions asked (even refunding my original purchase!).

Taylor tried to make me feel stupid by saying “well, you ran into a tree, that’s not our fault.” No, and it’s not my fault for thinking that Arcteryx was a quality company with a quality warranty that stands by its products the way that it’s competitors do. If you had a rock-solid warranty, you wouldn’t have to shame your clients for damaging their gear.

Bad policy and a smarmy condescending experience with Taylor. Judging by the other recent reviews of this store, I doubt mine will make much of a difference. Still, had to write this because the experience sucked and was so different than what I was led to believe about Arcteryx and their warranty (or lack there of.) Needless to say, will be shopping other brands for my future...