I bought a Macpac camping chair which is so uncomfortable it is unusable. When I tried to leave a one star review on their website for that specific chair they did not publish it. There are 41 5 star reviews of this chair and nothing else. Illustrates zero customer service ethics.
I had an awful customer service experience at the Macpac store in New Plymouth - two staff members were super rude to me, it is a shame because I previously liked the store, but I will never go there ever again. Show details
Reviews with attachments
Bought my first macpac jacket @NewZealand. Right after the first wash, feathers came out. Emailed and reached out to NZ Macpac - a few weeks after purchased date and they weren’t helpful at all. It would’ve been great to be offered a replacement or get the jacket fixed for free but according to them it’s NOT faulty. I could’ve not agreed as the… Read more
jacket is only a few weeks old, and the washing machine that I use to wash it with was brand new(as we just recently move at the time). Will not be buying this brand ever again, disappointing first time purchase.
Fabric pulls badly – This garment looks great, feels great, and does the intended job of keeping me cool and safe in the sun. BUT I have only worn it twice and it has pulled in several places as it catches on every little rough surface it comes into contact with e.g. velcro, the edge of a cane table. I can see it will be looking totally scruffy in a short period of time.
Global 100 disaster - Macpac after sales customer service failure – Macpac Global 100 Travel Bag I bought a Macpac Global 100 luggage piece. Once upon a time Macpac made pretty good stuff but that’s way back when it started and was Kiwi-owned. I bought this in an end of line sale. It has wheels and an extendable handle and retails for over NZD500 (USD300+). It also comes with a partially detachable shoulder strap… Read more
though its unclear how this is to be fully attached and given the weight of one of these bags fully laden, you’d likely be risking a back injury to attempt carrying it. It has other design faults. The bag is tapered, being broader at the base than the top but the compression straps are the same length and not long enough for the base. The adjustment of the straps is clumsy, the actual clasps themselves badly designed, and the closing mechanism weak. I asked the Macpac shop in Wellington, New Zealand about rectifying the issue of the straps. They were somewhat perplexed as to what to do. “That’s a very good question” the shop assistant said more than once and consulted the manual, which revealed no answers. She then called Macpac’s repair department based 300 miles away in Christchurch. After I’d repeated the issues all over again, she passed these on to the chief person in Christchurch responsible for such things. I wasn't actually allowed to speak to this person which is a pity as it would have made things much easier but I was getting the impression that making things easier isn't really Macpac's style. The outcome of all this was the people at Macpac Christchurch couldn’t give me a timeframe for any remedial action but thought this might be 20 working days after acceptance of a quote – a quote!? They weren’t sure how much this might cost or if it was covered under warranty. They weren’t sure what action they would be taking, if any. They weren’t sure if the bag would “fit under our machines” – interesting as it’s their bag! They mentioned something about maybe “sewing something on” but didn’t’ elaborate. Poor product. Poor after sales customer service and poor systems. The last time I buy Macpac.
Not worth for the product – 100% merino wool long johns, worn this winter , (around 3 weeks), material fall apart already.
Poor quality products – Great in store range of winter wear, so purchased a fleecy pullover marked down from $200 to $140 ... but after wearing it only 2-3 times the material pilled, and after one wash it is unwearable. Show details
Positive reviews
Wow ordered on line two jackets for pick up Ready in less than an hour 2 x mountain hooded fleece laters - love love love them Great fit warm and cozy Perfect fur a trip to Scotland. Thank you Macpac as always you have exceeded expectations! Show details
The Manager and staff at the Toowoomba Branch were absolutely amazing,Bought 2 jackets there 16/7/ 25 ,they,answered all my queries in a very professional manner and my wife was wrapped in her Jacket ,I can't say enough about the staff at the Toowoomba branch absolutely amazing WELL DONE MACPAC TOOWOOMBA Show details
Great staff and sales - Chermside Macpac – Went to buy thermal underwear and bought several packs for the whole family of 4. Girls on the desk were helpful and so friendly. My local store is Everton Park which is equally awesome. Will be back for more gear in the future. Thanks.
Negative reviews
First time i purchased a discount jacket the internal feathers started coming out i email them they sent back a 2 page objection letter i swore never to purchase but i gave them a 2nd chance they for got my geothermal top on in order so if you want crap service purchase but me i will not purchase anything again from macpac.
Went to DFO South Wharf Melbourne looking for thermals and a jacket. Saw the massive retail promotion of 50% off. Spent time selecting only to be told at check it’s only for members. Yes the 100pt font tag said 50% off then in 6pt unreadable from more than half a meter away said for members. Very deceptive conduct. Staff were rude and dismissive… Read more
and could t care less. Then discovered better quality and far cheaper options at Anakonda, North Face and Mountain. Maniac is a deceptive rip off over priced and rude staff. AVOID!
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Rubbish – Collar stretched and collapsed after one wash. I advised them if this a couple of times but no response. Ironically they sent me a link to review the product out of the blue today (but the links only work if u select 4stars and above !
Recent reviews
Tiarnan store Manager from DFO Mcpac Essendon gave an excellent customer service experience with the handling of my damaged Macpac jacket. I would most definately purchase from this store as Tiarnan went above and beyond to get the best possible outcome for me as a customer. Thank you for a great easy process with your professional customer service skills. Show details
DISGUSTING BEHAVIOUR BY THE MANAGER OF THE NELSON NZ STORE – Absolute disgraceful service by the "wannabe" manager at the Nelson Macpac store in New Zealand, supposedly the home of macpac (NZ). Having a nice cascade backpack, size 4 with the later harness, it like most reviews I have seen online, has a harness that falls apart due to poor quality materials used at the time of manufacture. The plastic… Read more
parts of the harness were disintegrating and falling apart making it totally unusable. At the time of purchasing this backpack I was told that macpac had a lifetime warranty. Imagine my dismay when I entered the Nelson store to be told by the Manager that the harness on the pack was not covered by the warranty. WHAT???? And that they could fix it, ( they thought after some discussions were held with other staff). and that it would cost me quite a bit of money. What is that all about? I was told there was a lifetime warranty, all of a sudden that became a 2 year warranty and I would now have to pay for repairs to a pack that had been constructed with inferior products.! And it was MY fault it would seem, that the materials had fallen apart. I have seen other reviews online where it seems all of the macpac packs fall apart due to this fault. Yes they can fix the issue, and yes that will cost you as a purchaser. I have (had) bought macpac for years thinking they were great, notwithstanding they are at the top end of price range ( until they went overseas that is!) I was mortified with this latest development. Long story short I resorted to a shouting match with the manager outlining the fact that they should cover the repair to the faulty material, and not charge me. He was all for not doing that. Other customers in the shop were shocked to the point where they left the store. Wise move as if they had bought a product it would be likely to be faulty going forward. I just dont understand how someone could be a highly paid manager at the Nelson shop, and treat their customers in that respect. Disgraceful and disgusting behaviour. If that is the face of macpac, and they obviously dont stand by their products going foward after purchase, I want nothing more to do with them, and others should take particular note. Absolutely disgraceful and very very upsetting that a manager could treat a customer in this respect. Im sure several months after this horrible experience he is still in charge. Disgusting.
Sensational Customer Service Experience – Macpac Carindale store - I’d like to say, if you’re after good customer service then you need to head to see Isabel at the Carindale store. After days of visiting three different Anaconda stores, Cleveland, Tingalpa and Logan with NO customer service support, I walked in and out without even one person seeing or acknowledging me, I was… Read more
disappointed and exhausted. I then visited Macpac and was blown away by the sheer support and knowledge of products that Isabel displayed. She was very helpful, polite and friendly, she made a huge difference and an impact on my upcoming holiday in Europe as I now won’t freeze! Thank you Isabel for making my stressful week so much easier. I love my new jacket!
Poor Customer Service – I have used MacPac products for many years and found them to reasonable quality and some of their staff members have good product knowledge. Today we were shopping for two new day packs at the Market Town shop in Newcastle. We have some specific requirements and were carefully examining their range of day packs. After about 20 minutes a junior… Read more
shop assistant came a up and said I noticed you were staring at the packs for half an hour" no offer of assistance just disapproval of the time were taking. Luckily there are other outdoor shops around.
Lisa was impressive – I am most impressed with Lisa at Macpac's Myaree store. She patiently helped me to understand what was available to address my needs for some cold weather adventures next year. She is an asset to Macpac. Show details
Terrible – I can see why all the negative reviews. Terrible service. Ordered online, received faulty product ($200 down jacket with extremely uneven down). Told me I can’t return it unless I travel hours to take it to a store to be “assessed”!! I explained it’s too far and now they are just not replying! Wow.
Pathetic service with faulty item! – Absolute JOKE from customer services, mailed them 2nd May, it’s the 14th June today! They said they are under the pump and can’t determine that my rain jacket is a lump of [Content Removed], worn it 3 times and been soaking wet every time it’s absolutely disgusting that they even have to do a test and now they said they sending it to a “third… Read more
party testing” HOW EMBARRASSING to not be able to do your own diagnostics! Keen to take your money but not keen to do the right thing and give it back when clearly they are at fault…. Just give me my money back MACPAC! Last but I will ever buy from you unfortunately because of this issue I’m sick and tired of the back and forth and slow response!
Worst purchase – This is the cheapest garbage. It comes all wrinkled not anything like the pics on their website. They are very thin… I want a puffy vest not just a vest. Waste of money, do not buy… you can go to TK MAXX and buy 2 designer puffy vests for the money I spent
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Brilliant Service with an extra touch – Phone,in person and delivery..excelled any service I have had.The moment I entered the store I was offered assistance.My order was placed ,since their store did not have the item,and was promptly delivered within 5 days to my home address.
Extremely poor Customer Service with following product failure after 3 days – Prior to a recent trip to Japan, I purchase boots (shoes) from Macpac worth well over $100.00 and therefore assumed they were of good quality. The product failed after 3 days of where and after contacting Macpac Customer Service, there initial response from appropriate, however they have failed to provide ongoing Customer Service and are… Read more
completely non-responsive to deal with a product of theirs that has broken after 3 days of use.
Very disappointing, I would not recommend purchasing their product their online or instore based upon the product quality and very poor Customer Service
Can't fault them – Have bought several items from their physical and online stores. Excellent quality, particularly the light (mid layer - great in Australia) and heavy (outer layer - minimum in Canada) down jackets.
Terrible company, faulty products and discusting customer service – I ordered a Jetboil online and received it, but it was faulty on arrival so I had to return it to Macpac for it to be exchanged or refunded. I wrote a note and attached it to the item asking them to call me to return the money to a different bank account as the original account was not available, so they refunded the money to the original account… Read more
anyway and now I'm left with nothing, no product and no money. Had I not been sent a faulty item from Macpac this wouldnt have happened and they simply don't care that they ignored my request. Terrible company to deal with, I will never shop there again or any of the Super Retail group of companies for that matter.
Good quality belt – Nice quality belt. Looks like it will last. Interesting clasp mechanism might take a few goes at getting it right. Originally brought the small size but it didn’t leave enough spare belt to pull through. My tip is to add 10 cm to your waist size to get the right size.
Pacpac in Melbourne CBD are the best – I cannot sing their praises more. Pacpac in Melbourne CBD on Lt. Bourke were helpful, friendly, assisted me fully and are now my go-to store. Sooo much better than Athlete's Foot who just couldn't be bothered. Wonderful staff who should be lauded. Show details
Totally a scam – Don’t buy anything from Macpac online store other than its official store. The rest are all scams. They have been keep changing there URL and name. But the content are exactly the same. Some more sponsored by google which makes it look so real. Once you paid, your money is gone! They use the same tactic!
Be ready for loosing money – I ordered 3 backpacks worth of $120 and got a fake necklace. MacPac is claiming it was a mistake but not ready to return the money. Be aware and ready to loose your money.
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