Reviewer Photos & Videos
Clearly struggling with online delivery options
This outlet has problems with its online delivery options and particularly struggles with Click and Collect. My daughter’s down vest melted in front of a heater and I went to this website which offers two options after product selection-‘ Deliver to me “and “Click and Collect”. The only reason anyone would pick Click and Collect would be to pick up the item sooner rather than wait for delivery which takes several business days. When product selection is made there is no way to ascertain whether the item is available in a Click and Collect store...(one thought would be to have a notification on screen “ Limited stock in-store”) and it appears that (as I was told by the extremely dismissive and unhelpful telephone customer service officer ) after ordering -delivery from their distribution centre would take 5-6 business days. Delivery would be made to the store. Their competition are delivering to your home within one business day of ordering and customer service is way more customer focused. Just don’t bother -there are better options and I will return the item if and when it is ever delivered to a Click and Collect store. A previous Click and Collect order was also a mess-up as the email notifying me the item was ready for pickup went astray and was not received by me -at least customer service that time were helpful. Everyone is affected by the pandemic but some are handling much better than others.
- Physical store
Staff was quite rude and his response to me was bad
I went to Melbourne southern cross spencer outlet yesterday to exchange because I got 2 jackets one for me and one for my sister it was not fit so I was there to just exchange the size I explain the senario honestly but he was like did you wear this it was quite rude because the tag was still there one tag has been taken but I told him can take the tag from the exchange one but he was sharp . From my point of view staffs need to be polite and good .
Great customer service
Thank you to the kind lady who helped me choose a down jacket and brought different sizes. All the staff seem very knowledgable on the products they sell :)
Click n collect took a week
Click and collect took a week untill i got confirmation to pick up my purchase from Werribee the store. Unbelievable
Don’t honor vouchers!
Had an emailed voucher for $20, but they said it wasn’t loaded properly. Took nearly 40 minutes to fix!! HOPELESS SERVICE
Heli 600 men's jacket. So overrated.
To the credit of Kathmandu I must say this jacket is very lightweight and looks good but that's as far as it goes. In terms of comfort and warmth, I am really dissapointed in this product. It feels like im wearing a plastic bag and if the temperature goes under 15° celsius. It just doesn't keep me warm. I understand that it is built for hiking and active sports but so is my snowboard parka and it is very warm, comfortable and breathable. The heli jacket is very uncomfortable. I actually prefer my $30 Lowes jacket over it for casual wear!! I even went out and paid 50 bucks for a water resistant parka from kmart. Warm as!! Sorry but I can't recommend Kathmandu. Way overpriced.
Pitiful service Richmond store
I received an email saying my order was ready to be picked up from the Richmond store. Front door had grill down, back door said use the front door. Sent email to Katmandu, told store open, went back, same back and front doors. On the TWELTH email between Katmandu and myself, three asking my opinion on their customer service, I was told to go to the back door and phone, even though it said use the front door, with no message advising to phone for click and collect. I suggested if this had been mentioned on the first email, I wouldn't have...had to make THREE trips to the store. I phoned RIchmond store and was told they phoned everyone who had click and collect from within the store, but as mine came from a distribution centre, I wasn't entitled to a phone call. Attitude from Sofia through emails and the female in store who's name I don't know. I have never received such pitiful service from Katmandu.
Poor Quality Defective Zipper
Purchased a black lightweight rain jacket with a hood which has had a defective zipper from the beginning. The zipper is a cheap one and not a worthwhile purchase as jacket has been worn twice. Not a cheap purchase either.
I was sick of disposable masks during this latest masked period in Perth, so I thought I’d opt for a quality one from Kathmandu only to be disappointed.
A $15 black mask with a small logo seemed like the best option, unfortunately it’s just like a saggy, well worn, well washed old sock with elastic. No form or shape, definitely wouldn’t keep germs in or out. I expected better.
Long men’s puffer jacket
The staff at Frankston store ,3 staff members were so helpful to me in finding equip longline puffer jacket for my husbands birthday ,I want to say they very professional helpful and cheerful thank you Pauline taylo
No welcome voucher or Anniversary Voucher
Joined the Summit club. Did not receive the welcome voucher or the Anniversary Voucher. Fake and misleading marketing by Kathmandu
Contact them about this, they were extremely rude about this even after giving them proof of promotion.
Rude discriminatory staff
Discrimination. Rude staff. Wont serve me unless I sign in. Avoid this chain for refusing your right against being tracked and traced against your will. Can walk in the store and touch cough and sneeze on everything but wont serve you.
Faulty product and poor service
**DO NOT buy Kathmandu products**
I brought a zeolight “ultimate trail running jacket”. I have worn it a few times running on rainy days. The waterproof lining started to flake away. I contacted customer service and was told to take it to my local store to assess getting it repaired. The chapel st customer service person tried to blame the damage on my makeup. I told her I only wear eye makeup!?! She then said it must be a reaction to sunscreen. I explained I can’t imagine how and why sunscreen would be an issue and I doubt I had sunscreen on...a few layers under a rain jacket. A photo was sent to assess repair and I was told it’s not repairable. They also would not replace it as I can’t find proof of purchase. It’s currently on sale for $175. That’s a joke! Yesterday I collected my jacket. Notably no other customer was in the store..
Incredible Customer Service
The manager Danielle at Chermside was fantastic! So helpful, kind and even gave a recommendation for a useful app to store loyalty cards. Absolutely loved visiting the store, if the manager can hold such a wonderful demeanour, I'm sure the other employees will be just as superb.
- Physical store
Excellent customer service and quality products
My name is George. I would like to thank Beck, Marilyn, Sylvia and the team for helping me with my order. Recently, me and wife have been shopping from Kathmandu. We bought sleeping bags, sleeping mats, retreat recliner chairs, retreat 1200 lantern, retreat double cupboard, retreat dayroom shelter V2, Nduro men’s pants, retreat 40 and etc. I cannot express how much I appreciate the efforts the team have done for me. Thank you Beck, Marilyn, Sylvia and the team. Keep up the good work.
Questions & Answers
Hi I have a mustard yellow Gore Tex jacket. I have a random black spot and a black marking on it. how do I prevent marking my yellow jacket?
I have placed my order but not but any confirmation message through email neither contact number and They have Already deducted money from my account.
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