Arc'teryx Santana Row - San Jose, California

Pherdzo9o

Soy fans de arcteryx, y no me podía perder la inauguración, muy bonito el local el personal muy atentos en especial Anna,solo compre una gorra más para mi colección......ABRIL 26 2022 AGARRE UN PERMISO PARA ASER CUMBRE EN EL WHITNEY 14,503 DE ALTURA,ORDENE MIS ZAPATOS NORVAN LD 3,Y ME QDARON CHICOS,UN DIA ANTES DE MI PARTIDA ASIA EL WHITNEY FUI A SANTA ROOW Y ME AGARRÉ EL NÚMERO CORRECTO GRAN SERVICIO DEL PERSONAL,,MI EXPERIENCIA CON LOS ZAPATOS PUEDO DECIR Q SON LO MEJOR DE LO MEJOR CAMINE 6 MILLAS EN MI PRIMER DIA Y EL 2DO UN TOTAL DE 17 MILLAS EN UN DIA Y NADA DE CANSADO DE MIS PIES,SUPER LIGEROS Y MUY COMODOS LOS NOVAN DL 3,100%RECOMENDABLES

Thank You

I've been shopping with countless brands for over 20 years, but Arc'teryx Santana Row has hands down the worst customer service I've ever experienced.

The staff act like Arc'teryx online is a completely separate company, constantly making excuses about how the website is "not in their control." It's frustrating! It feels like the retail stores and the website are competing against each other instead of working together as one brand. The disconnect is unbelievable.

What’s even more annoying is their policy on sale items. If something is marked as "on sale" online, even if the store has it in stock, they won’t let you pick it up. How does that make any sense? Isn’t the whole point of a sale to actually sell the item? The staff couldn’t provide a clear explanation, just more confusion.

It seems like the staff aren’t properly trained because they’re better at driving customers away than helping them. I’ve never felt so frustrated trying to make a purchase. Do they even want to stay in business?

To top it off, after wasting an hour on the phone, I was told that the website’s "pickup in store" option is basically false advertising. Even if an item shows as in stock, you can’t actually pick it up. Seriously? How is that okay?

Honestly, this store and its staff deserve less than one star. Arc'teryx should be ashamed of this experience.

If you’re thinking about shopping here, save yourself the headache and go somewhere else.

Edson-Jossue Duran

Let me start by saying I didn’t purchase anything on my visit to the Santana Row location, but I had an amazing experience.

I have zero knowledge of how to layer properly for hiking or going to Tahoe in the winter and let alone skiing or snowboarding. I walked in hoping to get educated and let me tell you the staff here did just that.

I was helped out nonstop by Luke who constantly went out of his way for me. He walked me through different ways on how to layer the lightweight jackets and shells and brought me tons of different sizes and options for me to try. He also helped me figure out what size fits best and which type of jackets I’d prefer more for different activities. He also found me different sizes of shoes to try and asked me how each one fit and giving me insight on which types of shoes are better for my needs.

I hate to make Luke’s job harder but if you go in, ask for him because he’s amazing and so helpful! I will definitely be back there ready to either make my first purchase if I don’t order online prior to returning!

David D

Told me that they had a Gamma in my size and reserved (on hold) for me, so I drove 30min to pick it up, and then they told me they don’t have it anymore. No call or any communication, waste of time.

Natalie Svantesson

Arc'teryx is amazing! I have been wearing their brand for over 18 years and have never been disappointed with their apparel. They have the best customer service around...detailed, on the ball, speedy responses, efficient, easy to work with, and more. Their brand is expensive, but worth every penny. The Arc'teryx store on Santana Row is excellent. Their workers are helpful and kind. Their store is well stocked and they are willing to go the extra mile to serve you and meet your needs. I worked with Marianne to buy a jacket and she ensured that I got exactly what I was hoping for in the right color and size for me. I walked away happy and will certainly go back for more!

Jimmy Castellanos

Bad customer service and inexperienced staff. They double-charged my card twice and wouldn't refund me. Instead, they told me to refute the charge with my bank, which took valuable time out of my day. They said the additional charge never showed up in their system, but it clearly showed up on my CC statements. It was thousands of dollars, and now it will take, at best, 90 days to get the money back.

Mike X

High end outdoor gear.
Brand consists of a pinch of (oddly priced at reasonable levels) climbing gear, which is eclipsed by a line of high end outdoor clothing.

The retail store here is clothing only and targeting the high end $.

Maryann Galeos

I went in looking for a new Atom lightweight jacket, specifically in the new pink color. The employees were incredibly helpful and answered all my questions. They informed me of the differences between the lightweight and heavyweight Atom jackets and it’s definitely going to help me with a future purchase