Do Not Buy
Bought an expensive vest that became permanently stained with water based moisturiser. Refused any responsibility. I wont buy Macpac again, recommend Katmandu instead.
Complex web site
Have shopped in store numerous times which i would rate as excellent.
Online site took three phone calls for assistance and four hours to access site.,!!!
products are crap and staff are rude
i bought an item which was faulty. they said it was human error and refused to exchange it. the product was crap, and the customer service was crapper. will not buy again.
Poorly designed clothes. Waste of money.
I purchased several MacPac long sleeve tops and leggings.
The leggings, black, have pilling and look awful.
The long sleeve tops have sewn cuffs. This restriction is uncomfortable and impractical at times.
I will not buy this brand again.
- Physical store
I owned a macpac traverse jacket before this and never had an issue other than it was not very durable. Hence why i got a prophet jacket However it began looising its waterproofness after about 3 months. I used to wash it about once a month and was careful not to get bug spray or sunscreen on it. However it still fell apart in multiple places. Macpac refused to replace saying it was not under warranty. Which is terrible for a $650 after one year. Then the zip broke so I contacted macpac again. Again they said this is not a warranty issue. Very ...poor service. Would not recommend. It also took them about 2 months to reply to my complaint. I have a lot of macpac gear and love it, but this piece was terrible. Especially for the price. This can be seen as a common complaint for this jacket in the other reviews. Look elsewhere for waterproofs and better customer service. They also lead customers to believe that they have a lifetime warranty by some sneaky phrasing. They state that all products come witha warranty for the lifetime of the product. But what is a lifetime of a product, macpac can essentially decide that for themselves so its useless.
Skip these guys
I bought a jacket and jumper online. They were a bit tight around the shoulders.
Paid $15 to return them via AusPost.
Something went wrong with AusPost tracking. Parcel looked undelivered for weeks.
It took 6 emails to their Customer Service for MacPac to investigate and confirm the items were returned.
...Nearly 4 weeks of wondering whether $350 would be returned. I'm put off by the experience and won't be shopping with MacPac again. AusPost apologised. Nothing from MacPac. Only a 'not our problem' attitude. Thanks for the anxiety.
Terrible customer service
I bought a Transition jacket 2 weeks ago. The day following I wore it and noticed it leaking in the elbow seam. I brough the then 3 day old jacket back for exchange. The sales person said the jacket was now "used' and therefore could not be exchanged. He said it would be sent away for checking, and I would be returned/notified within 4 days.
Now, 14 days later after numerous phone calls, I am told the jacket is repaired "at no cost"and I would get it back within "another week or two" .
What appalling service. They sold me a very expensive and faulty jacket, and now make me chase them up.
Their communication is third rate and no acknowledgement of fault.
Lesson learnt: don't buy Macpac.
Great service and product
I got a Halo Jacket online . It was great for value and arrived quickly. I was really happy with the jacket as it really Kept me warm in Melbourne cold Winter so I went and bought another one but a different color.
Flimsy & crap material
Saved up to buy us all Macpac puff jackets & pack it jackets. This was not a cheap exercise. 2 had less than 1hrs wear out of them before they were damaged!! I believed they could be faulty maybe?...Macpac customer service weren’t interested, just put it down to our own fault. Never ever recommend this brand unless your sitting still & not moving !! Flimsy & crap!...
Lifetime warranty apparently now means maybe 3 years...
Went to claim a repair on the lifetime warranty for my pack, was given a business card to a third party repairer and told it would cost me 50$ dollars on top of the repair if they organised it. When I asked why my lifetime warranty would not cover it I was advised that 'lifetime' was open to interpretation and often would only be for a period of approx 3 years. This is reflected online with the policy, lifetime means life time...nothing else. never buying a piece of equipment from MacPac again.
I ordered my Macpac halo jacket and it was delivered 4 days later. The fit is great and I'm super happy with their prompt delivery especially as I had read very negative reviews
Strolling in the city for few hours with this brand new jacket, i noticed it developed stain everywhere, i have dozens of jackets from various brand, none of them having issue like this, call their support, they advised me to clean the jacket.
customer service was amazing
I ordered wrong size, but they changed it and eventually made me to get to a store and try different ones.
They were really helpful, and i would order back from them any time.
AMAZING CUSTOMER SERVICE IN BRADDON
I just wanted to share how my faith in retail has been restored! Shopping for new trekking gear in the Macpac store in Braddon, Canberra. Really informative, enthusiastic staff, led by a manager (FARBS) who clearly knows how to inspire! What a team! And kudos, to their capable leader!
Poor online experience
Quite disapointed with my online order - the products are good don't get me wrong, but placed my order 7 days ago. Their website mentions a 3-5 days delivery time. 7 days later, my order finally got dispatched from their warehouse. now i have to wait another 6 days to receive the parcel. This is close to 2 weeks
Questions & Answers
Is there a way to track my order with the order number provided??????
What are you doing about all these terrible reviews and unhappy customers. My friend says you do not care. Is it true?
Get an answer from our members and Macpac representatives
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