We had such a wonderful experience shopping here, thanks to Vic! He was incredibly patient, attentive, and genuinely helpful throughout our visit. My parents speak limited English, but Vic was so thoughtful and patient with them. Even through simple conversations, he quickly understood what they were looking for, from the right fit and size to their preferred colors. He went out of his way multiple times to find different sizes and options for us and never made us feel rushed. What really stood out was how warm, professional, and attentive he was. He made the whole shopping experience feel easy and enjoyable, especially for my parents. We ended up leaving with five or six pieces and a really great impression of both the store and the service. Thank you so much, Vic, for your kindness, patience, and excellent service. You're truly such a nice person and made our visit memorable! read more

Rudest customer service ever. Standing in cashier line with no customers other than us in the store, straight up ignored me and my friend that's standing there waiting to check out, kept chatting with her co worker. Seriously wonder how these people r hired. I guess they get no training at all. I went to at least 10 arc' teryx locations before this is the worst I've ever been. This girl (or a guy not sure which she goes for) should get fired immediately if u guys still want customers here. Such a bad experience will never return. read more

Swinger by this location to get my zipper fixed for my favorite winter jacket! I brought this jacket 4 years ago at Santana Row location and the zipper finally broke. It's too bad they don't have this style anymore cuz it's super light, warm and comfy! Even though I owned a handful of jackets from them but I always come back to Thai mid length jacket I have. Service was great and attentive and luckily they do repair my broken zipper. I love this brand more than Northface and Patagonia. read more

I've been a loyal Patagonia fan for years but I keep hearing that Arc'teryx is supposed to be "fanicer" so I decided to pull the trigger on a jacket last year. Much more expensive than Patagonia, sure but hey I want to be fancy too right? One of the worst purchases I've mad. The jacket itself was decent quality, nothing amazing but pretty on par with Patagonia. A few months later I noticed a small tear in the front of the jacket, not from it getting ripped by something but just from typical wear and tear. I've had similar things happen to me for my Patagonia stuff, I just walked into the store and they repaired or replaced it with a smile so considering Arc'teryx is "fancier" I expected AT LEAST that level of service. I went into the store, staff was decently friendly but just logging my warranty claim took 45 minutes. They couldn't tell me on the spot if it could be covered or not but the associate assured me that he thinks it won't be an issue. I give them the and a few days later I get an email telling me that my repair is complete and awaiting carrier pick up and I would get an email with the tracking, awesome! 4 weeks go by an I hear nothing so I decide to give the store a call. The employee who picks up tells me that the repair is complete at their factory location (I think he said in Washington) but the carrier still needs to pick it up. I ask him if it's normal to take 4 weeks for a carrier to pick up a shipment and he says yes it is. I then question him if the product will be mailed to my house or the store at which point he asks me for my case number and name. My question is if you didn't know my case number and name HOW IN THE WORLD DID YOU KNOW MY REPAIR IS COMPLETE?! clearly he was just giving me a BS answer to get me off the phone. I give him my case number and he tells me that he doesn't even see my case in their system, he has 0 record of anything, doesn't know where my jacket is, doesn't even have my name in the system and I need to contact Arc'teryx corporate, just WTF!?!?! are you kidding me?!! A few days go by and I get an email from Arc'teryx corporate telling me that my jacket repair is not covered under warranty and they want $75 to repair the jacket. HORRIBLE HORRIBLE customer service. look at all the negative reviews on here. I will NEVER buy arc'teryx again, or should I say arc'craptix, low quality products, absolute crap customer service, horrible company. I hope they fail and go bankrupt read more

Arc'teryx - LIES, i got another email 4 weeks later telling me that not only is my product repair not complete they also are not going to cover it - Sports Wear Near Me - Palo Alto, California

Rude, uninformed, and unprofessional worker whom I spoke with over the phone. She had an immediate attitude. Apparently her name was "T." I called with questions simply regarding my online pickup order and while I was speaking, she put me on hold without notifying me. She gave me a ridiculous amount of misinformation, claimed my item wasn't in stock at the store and later proceeded to say that she doesn't even know what I ordered or my name for the order (which I told her multiple times) You'd think that the company would be able to afford polite workers with how expensive their clothing is. read more

Have a beta lt from 2014 and the laminated interior started falling apart. contacted cs and they cant fix but did offer a small trade in value. oh well. not sure if i will buy another arcteryx item. read more

Poor service - especially because the price point of their products is so high. Ridiculous return policy when faced with a faulty item. Will not be shopping here or encouraging others to do so. read more

Excellent customer services, good quality products. Little pricey but good value. The Gortex beta is nice.

We came in a week before Black Friday sales, I asked if they do price matching (most stores do within 14 days) they said no. All you can do is return the item with tags attached. Very poor policy. I am almost 8mo pregnant and asked for a specific size in a jacket, the guys told me whatever is out is available. Nobody offered to help me or take things down. It was hard for me to reach. What's the point of having a retail store? This is why retail is dead. We spent over $1k there but I will shop online next time. BTW I believe the online store does price match. if you buy their gear from REI, they have excellent customer service. read more

Amazing staff. Great products. Excellent locatuon. The fabrics of the these garments is perfect for what it is designed for. You want heat they have heat. You want cool they have cool. It's more than just clothing it's a lifestyle. Do yourself a favor go get something from them and you will be hooked. read more

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If I could give zero star, I would. Manny the assistant store manager was so rude and desrespectful to us. We wanted to exchange the jacket we bought and he just wouldn't do it without the receipt when the jacket was brand new with tags. No one told us this was the policy when we bought the jacket. In todays world, if you have such a horrible policy, you have to let customers know explicitly when they are buying. Either ways, being rude and desrepectful to customers is such a no go. And btw, here is the return policy of arcteryx. No where does it say that you need the receipt to return. So Manny, the Assistant store manager was not just disrespectful and rude, he is also clueless in how to do his own job. read more

Arc'teryx - Sports Wear Near Me - Palo Alto, California

Extremely poor customer service and non welcome attitude, Whoever worked in the cashier from the noon shift 5/17/21 was extremely rude and showed no knowledge on the product side, I asked them if they have the neck gaiter/mask for sale in store and he claimed that Arcteryx never made this product, come on dude open your eyes in your company website, don't just BS the customers. Not sure how he get hired, I ve been a big fans of them since 10 years ago Totally disapponited read more

Arc'teryx - Sports Wear Near Me - Palo Alto, California

2 just because I'm a fan of the brand. But the customer service wasn't there. Wanted to facilitate and online return, which is allowed through all arcteryx stores including veilance which the item was. I was told basically no and to go ship it myself that it would sit at the store. I call the San Francisco store they had to apologize on behalf for this stores misunderstanding of their own policies. To note: SF took the return with a smile super helpful. I just wish sf had veilance in stock. Discouraged to even buy anything with the no effort of help. Thank you to Sam Francisco but Stanford needs to step up the training. read more

I was waiting for a sales rep to let me know if she has an item and this lady lets everyone know the store is closing in five minutes. As she approached me I informed her that I am waiting on one of the reps. She says behind her mask as she is walking away then they don't have it. Lady I can hear what you are saying. Their customer service needs immediate attention. Merry Christmas, sorry your holiday is not festive. read more

This store really went down hill and fast. The merchandising setup they are well known for is bare and almost non existent. The selection is very minimal and the way they have the new layout makes no sense. Seriously what happened? Sales associates all hanging out by the computers so you basically fee like ur walking into an empty store. Arcteryx needs to take a look at this store and help them out or something cus its not a great experience. read more

My husband bought me a jacket for Christmas gift and with COVID a lot of stores are giving till end of Jan to return or exchange, it is not the case here. You have 30 days to return or exchange or the jacket only worth 25% if you sell it back to the store even though it's new. So think twice before you buy. read more

Used to enjoy flying under the radar with my older Arcteryx pieces but that's pretty much over now with the attention the brand is getting. So I decided to visit this store on a visit to Stanford and felt like a kid in a candy store. The other local retailers carrying this brand usually have very limited stock so it is really nice being able to see most of their catalog in person and actually be able to see the nuances of each piece and try them on. On this visit, the store was fairly quiet on a weekday late morning and I was helped by a gentleman named Chris and his crew. Turns out he has been collecting their pieces since the 1990's. Knew his stuff and he and his crew was helpful with any questions I had for them. I was able to see some downhill pieces that made this visit really worthwhile. Also received some great tips about layering to Tahoe. Their web site is very informative and time would be well spent perusing the site before going into the store to learn the basics about their line. Such as knowing the length from short to long in their hardshells goes from Beta, Alpha, to Theta and the differences in their fit from Trim/Athletic/Regular/ Expedition. Then there are their categories of jackets such as AR, SV, LT, SL. It can be a bit overwhelming and having this store really helps with fit questions and choosing the right piece for your needs. I would certainly recommend a visit to this store before buying if possible as it takes a lot of the guesswork out of the process. If you do decide to do a web order, they do ship quickly and offer free returns. I use their gear hard at times and I've never have never had any problems with warranty or repair issues I've encountered over the past 16 years. Thanks for the fun morning. read more

Horrible customer service. Purchased a jacket with one baffle not being filled with down. Only realized when I got home. Called the store and was told to bring it back to exchange. Since I live an hour away, I couldn't get back to the store for a weeks. When I finally made it back, I was told that they wouldn't exchange it and instead I need a warranty claim but because it's winter they are backed up and I wouldn't get my jacket back for weeks to months so I may as well wear it through the winter and bring it back in the summer/spring. Spring comes along and I bring the jacket back. Manager tells me they don't take warranty issues in store. Now I need to file a claim online and send the jacket in to a specific location. Arc'teryx is horrible. read more

Arcteryx website has a nice feature of selecting and placing a hold on a product of interest and is how I ended up going to this store. Wanted to try out a different color of the jacket that I had picked up (which was not on display) and Delphine was super helpful in resolving this I had initially bought a rain jacket (Beta SL) and ended up returning in favor of a different jacket and even return experience was super positive. read more

I had a shopping-while-brown experience here 2 weekends ago. I was completely ignored by the all-white staff, while they fawned over their white clientele, who walked in after me. When I paid for the down jacket that I picked out, the cashier said, "That was quick." Yes, well 10 minutes is the max time I spend shopping at any white supremacy store. But there was a positive note to my shopping there. I thought the jacket I was buying was $999-it was actually for only $699. I misread the price tag I suppose because my vision was clouded by the weight of racism heaped onto my shoulders while I was there. In the end I felt like I saved $300! read more

Back in 2010, my wife and I bought rain jackets, and due to the drought in CA, used them pretty infrequently over the next six years. But then this spring was really wet, so I pull out my Alpha SL and discover half the seams have come unglued, so running in the rain I get all wet. It had been almost seven years since we bought them, but since these were $250 jackets I thought it was worth emailing customer service to see about the replacement policy. After mailing them in, they told me that it was a manufacturing defect and they could replace them with this year's model for free! And within a week our replacements showed up. [This was technically an interaction with the online store and customer service, but posting this here because I wanted to give the company public credit for great service!] read more

Really disappointed with my first Arc'teryx store experience. Nothing wrong with the staff who were very polite. Clothes was typical great Arc'teryx stuff. What I was disappointed in was the visual appearance of the store. Was so drab and boring inside. Felt like I was in the back room of another store. Was expecting something like the Patagonia store in San Francisco....the appearance of this store doesn't due justice to the quality of their clothes. read more

I went to Sportsbasement, REI, and Backcountry ( thats online website) and none of them knew about the jackets that they did. They were very knowledgeable and they knew the jackets and when i told what i needed they really helped me out. I recommend going there because they can give you in detail about what the products are and what they are used for. Great experience the only drawback is they are about 30 miles from me. Still highly recommend them. read more

I can definitely say the negative reviews do have a place, but of the 10 times I've been and purchased here, only about 1 experience was like that for me, where I felt ignored and had to ask another staff member who very kindly helped me out. The staff seems to be more attentive and friendly recently, and helped me out with shoes as well as a down jacket. Good selection and staff are knowledgeable, will keep coming back-but would prefer if all the employees have that outgoing and friendly attitude! read more

I bought my first Arc'teryx jacket 6.5 years ago before heading to South America-- the Atom LT. Since then I've been visiting their physical locations whenever I visit Canada or just purchasing online to expand my Arcteryx collection. To my delight (but not my wallet's), they opened up one in Palo Alto! I grew up in Silicon Valley but haven't had a chance to step inside this store until a couple of weeks ago. Recently, my very first covert cardigan's zipper broke. The mothership told me to go drop it off in Palo Alto and they will send it in for repair. Walking into the store, both my fiancé and I were greeted warmly. Although I have never bought anything here in person, I want to commend them for their exceptional customer service. When I'm putting in an order online for an item they do not have in store, they have answered my questions on sizing and color in the most professional manner. I am super grateful to them for sending my jacket in as I've had so many memories with it and am excited to get it back! read more

Unwelcoming store experience. I wasn't greeted when I entered the store and the customer service rep who I asked for help wasn't knowledgeable about when a jacket would be back in stock. They tried to recommend a premium jacket for ice climbing which I was not looking for. Save yourself the hassle and go to the Santana Row location. I will not be coming back here if I can avoid it. read more

Went to the Palo Alto store looking for a quality shoe for work . I was meet by Sonya who did an amazing job of finding a shoe that not only fit my work needs perfectly but is super comfortable and has a nice look to them. Definitely a customer for life. read more

The men's commuter and lifestyle product is super cool and an elevated take on classic styles. However, customer service not up to par. Came in on a Saturday afternoon with my boyfriend (Arc'teryx fan) to be greeted by absolutely nobody. All 4 sales members were standing by the registers, chatting, and never said a word to us. We were there for 15 mins and the store isn't even big. Much better shopping experience in Portland where they are friendly and do a good job giving you background about the brand. read more

Very high quality gear and great service I had been wanting to check out the Arcteryx store for a while now and I was stoked on finally making it out to Stanford. They even carry some pieces of their veilance line! read more

I've been an Arc'teryx fan for years now and I'm so excited that there is finally an outlet near me. I visited this store and was not let down. This outlet's selection of products is the best that I've seen and the staff was friendly and helpful. read more

I needed to place a large order for an upcoming client event in Tahoe. I was referred to Atc'teryx's La Brea location, from a colleague who placed a large group order with them, for a previous ski trip. I had the pleasure of speaking with quite a few people, but I can only remember Annie's name, but all were tremendously helpful. Annie assisted me with narrowing down my selection and checked inventory, all the while I didn't honestly know how many jackets I actually needed since the group numbers were not final. But she assisted me as if I were buying the product that day! After a few days of back and forth's, I realized there was a location in my area, and Annie assisted me with that transition and connected me to their Palo Alto location where the service there was identically excellent. Cameron and Brie are absolute angels, and both were very patient with me. Brie helped me strategize and gave me peace of mind by placing an expedited order for me and even referred me to a local Embroider. She also offered to take my order once it arrives at their location to the embroiderer!!!! This gesture I would never expect, and yet it was offered-wow! If you need an example of what going above and beyond is -this is it! Arc'teryx definitely knows how to hire great people! Their customer service is beyond what I expected, and I KNOW customer service, after spending over 15 years in hotel/hospitality. Arc'teryx has a customer for life! -LaChelle E. read more

I came to Jose, the manager of this shop, with a tough customer service issue. When I arrived at the store I was about ready to give up on Arc'teryx as a brand because I was so frustrated with the situation. I was a bit rude in explaining the issue, but he still handled the situation really well. He came up with a solution to my problem, and now that it's resolved I'm back to loving my Arc'teryx gear. I would definitely shop here again. read more

Brand new store opened today. They had some giveaways and demos. However, one of the cashiers extremely rude. After asking her if they had any Medium shirts, she said told me to wait a second, and then proceeded to start new conversations with other customers. Definitely was brushed off, and didn't appreciate it. I'll stick to buying my Arc'teryx gear online or from another retailer like REI. REI definitely has better customer service. read more

Delphine and Chris were super friendly, helpful and exceedingly knowledgeable in Arc'teryx engineering, product features and adventuring -compared to employees at outdoor gear stores in New Zealand, Canada, Australia & the USA. All sizes of the product I bought were in stock. If you're new to Arc'teryx, the products I've bought from them have been in top condition for four years -with heavy use, are extremely waterproof and all around really useful. read more