Kathmandu

I’m currently from Adelaide working in Werribee Victoria. Me and my Work mate popped into the big shopping complex.I offen s by things from Kathmandu I found two really nice shirts $149.95 each I said great. I will buy them gave the lady my $300. I asked for a bag. She said that will be 50 Cent sir. I said I have no money left. She goes carry him… Read more

over your shoulder. I said look at me I’m covered in tar. I work on the roads and the truck is absolutely disgusting filthy I said can you give me a bag? She said no I asked to see the Manager the Manager came out no argument I said nicely I need a bag. Can I have a free bag? She said no we cannot do it. I said I spent $300 and you won’t give me a 50 Cent bag. I haven’t got enough Money. She said no so I asked for my money back and they gave it back to me straight away sadly they’ve lost me as a customer. Absolutely disgusting. I really did not have $.50 left out of my 300. I had 10 cents left like I said to her if everyone went at their half price sale they would not be in business and you lost a customer. Over 50 cent

On the 14th March 2026 I went to Narellan Kathmandu to buy a pair of walking shoes. Finally settled on a pair of Solomon Walkers. I asked the sales person about returns and he informed that I had 60 days to return them for an exchange. I bought the shoes and wore them twice and found them a bit tight. On the 16th March I returned to the store… Read more

to exchange them and the Manager there informed me as I had worn them outside they could not be returned. I asked where am I supposed to try the shoe to see if they fit. She told me I should have just worn them inside my house, I said I did not buy slippers I bought walking shoes for walking. She told me It was company policy and they would not be exchanged. I told her I was not informed of that by the sales person, she still maintained that is was company policy. I told her that I was lied to and would never shop there again. Do Not buy from Kathmandu

Puffer jacket is great except for very annoying sleeve design which is too short and has in er restrictive band. It should be at same length as the actual sleeves. I have bony thin wrists so not sure how others who have normal size wrists handle… Read more

this issue of the sleeves being dragged tight and away from the wrists. Are they trying to save on material costs? They are already too expensive

Great staff at Kathmandu - Chermside – Was served by a male salesman at the Chermside Kathmandu - really great service. Friendly and helpful with all our ski gear ie, 12 prs socks, 3 fleece, but not pushy. Had a lovely chat about Japan and his impending trip next year. Thanks so much. Gold stars :-).

Excellent! – Went to Fortitude Valley store on holiday from Sydney on 16/7/24. The 2 ladies who looked after me had incredible customer service and also gave my husband and me some tips for our holiday. They went above and beyond. I was very grateful. Show details

BE VERY CAREFULL WITH FAKE ONLINE SITES – BE VERY CAREFUL WITH FAKE ONLINE SITES OF KATHMANDU AND MACPAC ON GOOGLE. I ordered a winterburn jacket from Kathmandu, it arrived in 3 days. Very pleased with the purchase. Then I ordered a jacket from a fake MacPac site and they sent me a neckchain which I threw in the trash. But fortunately my daughter immediately realized that it was a… Read more

scam when they sent an email... we contacted the bank quickly to cancel the purchase, and the bank returned the money to us within a month.

On 29/11/2025, I ordered Shoe Laces (Black) using a promotional code from Kathmandu's Black Friday "Mystery Codes" promotion. On 16/12/2025, Kathmandu agent Thomas cancelled my order, stating: "Our stock is constantly updating and at the time of fulfilment your item was unavailable." However, the shoe laces remained available for purchase on… Read more

their website and in Victorian stores at that time.

On 17/12/2025, after I challenged this with evidence, Thomas changed his explanation, stating the order "would not have proceeded regardless of stock levels" due to promotional code breach. Notably, my other identical shoe laces order received a different cancellation email on 03/12/2025 citing only promotional terms breach - no stock issues mentioned.​

Kathmandu engaged in misleading and deceptive conduct under ACL Section 18 by: 1. Making a false representation about stock unavailability when the product remained orderable. 2. Providing contradictory cancellation reasons for the same transaction​. 3. Using inconsistent explanations across identical orders​.

Scam promotion for Black Friday. Bought items on sale online, only to be told 3 days later with a generic response that "the order didn't meet the terms and condition of the promotion". If it didn't meet the conditions, when wasn't it cancelled on the same day or before payment? Now I have to wait for the refund of the money to be returned to my account

Untrustworthy company. They ran a promo for Black Friday where you could search for discount codes hidden on their website. They ended up cancelling majority of the orders placed using these discount codes with no reason other than a vague “the code did not meet the terms and conditions of the promotion”. Why did you advertise the code on your… Read more

website then. Perhaps they just wanted traffic on their website and peoples data. I won’t buy from them again.

great in store experience but my online order took more than 10 days to arrive in store...2 dockets raised with zero response...made one phone call and they basically said oh yeah its late and no, we cannot cancel or refund until it arrives in store!!!!! Absolutely terrible after sales service. I ended up buying what i needed at another store because time was of the essence. Show details

Went to a store in Robina Town Centre, I wanted to purchase some hiking boots, one of the girls said hi to me, nothing else was said to me , I was waiting for one of the girls to come over , but they were just talking to each other, I was there for about 3 minutes, saw some boots that I liked still no one came over so I walked out, went to Amazon & purchased some boots $300. Will not go back again.

Dear Kathmandu Customer Service, I am writing to formally lodge a serious complaint about an appalling experience I had at one of your South Wharf DFO Melbourne store today. I went in to return a jacket I purchased only about 11days ago. The item was completely unused, with the original tags still attached, and I had my receipt — meaning I was… Read more

entirely within my rights as a customer to request a return. Under consumer law and your own store policies, customers are entitled to return products within the allowed period provided they are in their original condition, which this jacket absolutely was.

Instead of being treated respectfully, I was met with outright hostility and suspicion. The staff member immediately accused the jacket of being “used,” claimed it “smelt,” and even said it was “wet” — which was completely false. The jacket was in pristine condition, exactly as purchased.

When I calmly asked him to point out where the jacket was supposedly not in its original condition, he could not do so — and simply replied, “I don’t know.” This dismissive response made it glaringly obvious there was no actual issue with the product at all.

To make matters worse, the staff member then told me to leave the store, as though I were some kind of criminal. They even reminded me that I was “on CCTV,” as if I was doing something dishonest. This was deeply humiliating, intimidating, and an outrageous way to treat a paying customer who is simply exercising their lawful rights.

When I asked for their name so I could make a complaint, they initially refused to provide it. Their behaviour was not only unprofessional but also evasive. And despite insisting the jacket was supposedly “used,” “smelly,” and “wet,” they then contradicted themselves by suddenly offering to exchange it. If the item was truly in the condition they claimed, why would they offer an exchange at all? This inconsistency only highlights how baseless and arbitrary their accusations were.

The entire experience was not only hostile but also made me feel as though I was being racially profiled — singled out, disrespected, and treated as suspicious simply for exercising my rights as a customer.

Order number 234234021756523333612 Date 30/8/2025

This behaviour was disgraceful, and completely at odds with what I would expect from a supposedly reputable brand like Kathmandu.

I demand that this incident be investigated immediately and that appropriate action is taken regarding the staff member Ben and Lucia involved. I also expect a formal apology from Kathmandu for the way I was treated. Please be aware that if this matter is not taken seriously and addressed promptly, I am prepared to escalate this complaint further with seeking compensation for this unacceptable behaviour publicly.

Please confirm receipt of this complaint and advise me on the next steps you will be taking to address this matter.

They ask. me to go to Elizabeth street store to get this jacket without checking in their system but due to protest I am not able to go there.

Sincerely, K Garg

Bought a rain jacket which was faulty so I returned it. Kathmandu is refusing to honour its policy of providing me a refund. Their customer service totally sucks! Avoid this mob! Show details

Product received but communication is poor. Only generic automated response to query when asking for delivery time. You will have difficulties communicating with anyone if product does not arrive. Show details

I don't understand Midland Gate's decision or Kathmandu's decision to leave Midland Gate shopping centre WA. It's not good. I Work in the shopping centre. And have 2 to 3 every day asking is Kathmandu here in shopping centre. I have to say no and have to send them to Belmont shopping centre. It's not good sending customer away to another shopping… Read more

centre. It's a fair distance and so more fuel for customers to waste.

Poor lady today asked me. She was looking for Kathmandu's thermal underwear for her Dad because he is old and sick. I told her no not here they left. She ohhhh my more driving to get to closest store.

What is wrong with shopping centre owners that they can't sort it out to keep them here in shopping centre. What a disgrace and World we live in now.

Was once a very loyal customer. Products are no longer good quality and the customer service is even worse! Cannot get replacements parts for anything and zero response from online support.

Totally ignored at Kathmandu Hornsby store today. Was nearly the only person in the store. No help from the three employees; too busy having a chat. Will take my business elsewhere. Show details

Appalling. Spent 30 minutes ,tonight trying to order 4 items. Gave my home address for delivery in Melbourne. I then got a message l could not get a home delivery and to abandon my order and collect from a shop instead. The site gave me a choice of 3 stores to collect from, in Queensland. I love the products. I cannot get to a store at the… Read more

moment. I wanted to buy from their sale to make things more an affordable. I gave up eventually, so Kathmandu, please do something about your online shopping website so people can order their products. If it your site doesn’t work please fix it.

Couldn’t order online for delivery. Chose to choose the shop to pick up from. Was told I’d be contacted once packed and ready. Called a day later and customer service said they’re so busy and apologise but to call back on Saturday (3 days later) if I’d still not received confirmation to pick up my purchase. Called and they’re closed on Saturday.… Read more

Called both my local store and the store who I chose to pick up from. No answer on 5 calls - between 2-430pm Saturday. Birkenhead point has a full voicemail and Bondi junction also unanswered but left a voice message.

In summary, Kathmandu are happy to take paid orders but then ignore their customers. Fabulous that you’re busy during your sales as explained on chat, phone calls and customer support …. but I’m also a customer. One customer that has paid for their purchases. Disgraceful service. 3 days later and in the midst of winter and will probably get told you’ve sold out of the pieces of bought. Not a happy customer.

Kathmandu have great looking outlets but a simple spare part for a suitcase is a nightmare. All I need is a wheel to replace a broken one. No shop stocks the part. Their on line shop has had no stock for over a year and they just don't answer on line questions after an automated message says they will get back to you. Their aftersale service is terrible.

NOT recommended. Bought Tiber waterproof hiking boots online, used once on damp grass only (no creeks etc) to find that they were NOT waterproof! Expected to drive 2hrs to closest store for some ridiculous "assessment" or incur registered postal costs. This company is PATHETIC in the quality of its products and process to refund people for items… Read more

which do not deliver stated claims. Used to buy their products regularly but would now advise everyone to AVOID as quality and service are rubbish.

I have ordered some items on their website. Waiting for more than 2 weeks for my order to arrive. No feedback on my emails or messages. Very bad customer service. Better shop somewhere else

Nonexistent Customer Service – Two weeks ago I attempted to purchase an E-Gift card via their online store. There was a technical issue during the online payment transaction, so I attempted payment via a second method. End result is that I've ended up being charged twice but not received the E-Gift card. I've tried to contact their "customer service" via email and phone, I've… Read more

not had any help yet in either getting my money back or E-Gift card delivered, just excuses as to how busy they are!

Please change the Sleeves on jackets – I love the Katmandu Jackets. However I wish they would make raglan sleeves rather than always the boxed sleeves. especially for bigger people to stop the shoulders from looking so big.