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SallyF

SallyF

New York City

SallyF

SallyFwrote a review of on December 5, 2018

1 5

Familiarity: I've used it several times
Fit: True to size
Height: 5' 6"
Weight: 115 lbs
Size Purchased: xs

I am never buying another Arcteryx product again. This is an expensive product and I thought it would be worth it for the quality. Instead my zipper breaks within months of wearing. Even though this is clearly a sign of a defective product, Arcteryx instructed me to mail the product at my own expense. In the US you have to first ship it to Washington then they say it takes to 5-10 business days for it to be received at their Warranty Repair Facility in Vancouver, B.C. Then it will take another 4-6 weeks for them to get it back to you. This is their estimate. I mailed my jacket on 10/25 via two day shipping and I still don't know when I will get my jacket back . Again, I could tolerate this if I had actually worn and used this jacket for a couple of years rather than months when the zipper broke. When I spoke with a customer service representative today about my dissatisfaction with the quality and slow pace of service, she tells me that they have a lot of jackets to fix and that at least they are paying for the shipping back. That is the least a company can do when they sell a customer a defective product. Seems like they also need better training for their customer representatives too. I think it's important for consumers who are about to spent a signficant amount of money on a product to not only know about the quality of the product but how a company responds when they've sold a customer a defective product.

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