Macpac Physical store

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

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.

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!

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!

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.

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.

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

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

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

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

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

Poor Customer service – I went to Rouse hill store (2762 NSW) and I was treated as if someone useless has come who would not buy. The employee name Nat was rolling his eyes & making us feel as why we are here. He literally made fun of us and all the staff present there started laughing. Head office team : Please see the cameras to verify if you want. Nat was extremely… Read more

rude.

It’s not that we didn’t make the purchase yes we did on 9/07/2023 @ 3:55 pm.

I promise I feel like crying & will never visit your store again. Nat literally judged us , I promise we have never felt like this ever.

Thank you for listening to us.

My family felt no good after this horrible customer experience.

Hole in jacket less than 2 weeks of wear – After two weeks of wearing the macpac jacket I noticed a hole on the sleeve where the elbow is. I thought the hole must already have been there when I bought it and it became bigger and noticeable after each wear, because I definitely did not cause the hole. I went into store and asked to get it fixed and the store worker accused me of lying… Read more

saying I caused the hole or I should’ve noticed it when I bought it and so it isn’t covered by warranty. Why is any jacket covered by warranty when you just accuse the customer of lying??

Awesome experience – Macpac team, especially Bhavika, has provided me with considerate service and awesome purchase experience in Westfield Belconnen store. It is my first time to go to Macapac physical store and I'm impressive with its kind service! Show details

Absolute crap quality! MacPac cheap and nasty – ABSOLUTE GARBAGE QUALITY!!!!! Don’t waste your money on MacPac it’s cheap and nasty and warranty isn’t worth a pinch of crap! Purchased a $700 + MacPac Latitude 700 XP and used it twice! As I rolled it up it tore through the material. That’s great for TWO uses only That’s ok MacPac have warranty on faulty products - of course they are meant to… Read more

be a leading brand?

WRONG - it appears an absolute crap quality sleeping bag worth $700 doesn’t get covered when it tears after two uses!!!!

Avoid MACPAC like the plague or be willing to waste your money like I did!!!

Denial of 'Lifetime Warranty' – I had bought a high end rain jacket (not the thin material cheaper ones). The sealed seams inside the jacket have broken down. I was walking past a store and thought I'll look for a new jacket. I explained to the staff what has happened to my current jacket. The staff member informed me it may be covered under their 'Lifetime warranty' but it's a… Read more

'case by case basis' and they would need to inspect the jacket. I had it in my car so showed them. The manager and a staff member looked at it and commented "it's in great condition, that will be covered under our 'Lifetime Warranty' but said we don't have anything in this store to replace it with, go to Macquarie Centre and they'll replace it". They said we'll send them an email (and did Cc'd me in) informing them. A few days later I went to Macquarie store and was fobbed off by Tessa that it's apparently not a 'Lifetime Warranty'. It sounds to me it is more like a limited warranty. Needless to say there a countless complaints about Tessa the Manager at Macquarie for this same reason. A bad reflection on what till now, I thought was a good product. Now I will only buy their fleece's and buy Rain jackets from a Yachting store. Not impressed Macpac!

Condescending staff and manager, poor product – Been a long time loyal client of Macpac and recently (18/6/2022) bought their long Narvi jacket only to find the zip was stuck in less than a month (30/6/2022). I waited a week and kept trying to make the zip work but was unable to. Called in today and was told I can be offered an exchange or refund so I went to the shop. The staff managed to… Read more

get it to work in store but I mentioned I have no confidence in it being robust for years to come, for what I paid ($270, rrp $450). Additionally, within the first week of purchasing, I noticed a body odor (not mine) and since I liked the jacket a lot, went in store to see if there's a solution. I was offered a down wash so after washing, no issues there. However, when I explained this to the manager to advise that I don't take it lightly when I asked for a refund due to the zip issue, he said that it's normal for down to smell, despite the jacket being new, and to return if there's an issue with the zip despite the earlier explanation. I said if I returned later then it's out of the warranty period and was told a replacement zip will cost $65 at the time of purchase. The conversation went in circles and was refused a refund. Anyway Macpac, thanks for opening my eyes to other better brands, not returning.

Don't trust advertised stock levels – Checked for stock level of item before travelling to physical store. Website stated "In stock". Got to store, no stock. Staff didn't care. Called 1800 number - staff didn't care. WILL AVOID MACPAC IN THE FUTURE.

Just bad customer service no matter where I go – If I walk into a shop and I know that you are a distributor of a brand and you advertise that YOU sell those products then I expect you to sell me that product. I walked into a Macpac Adventure Hub. Big shop. Huge even. They advertised that they sell Helinoxs’ Cot Max Convertable for $599AUD. I walk around and I see everything else except that one… Read more

so I go to the counter and ask whether they could order one in. ‘Nup We don’t do “special” orders’. How is it a special order? You literally had a big banner proclaiming that you sell it. Macpac. You have permanently lost a customer today and I was prepared to give you $600AUD. I will not buy from you in future and you should count that as a great shame because you have an amazing range of products. Absolutely amazing, but your customer service is an abominable disappointment and I was fully prepared to be a reoccurring customer which meant more money for you which you will now not get. I hope my words have some impact and that you seriously reconsider who you hire to sell your products in future. Your current employees are stealing your money and that is a great Shame.

Dismal Customer Service – Product might be ok, but service at the store we visited left little to be desired. If we had found what we needed at Kathmandu (much, much more helpful staff), we would have bought from them. Show details

Quality Clothing. Reasonable Prices. Always Recommend For Any One – I bought so many things on line and in stores. Staff members were so friendly. Some how went out of the way to find what exactly I was looking for. Great service, Friendly staff. Show details

very disappointing – Having spent thousands of $ in the Launceston store over the last few years I visited this morning to ask that a faulty clip on a 75L cascade backpack be replaced. The pack has never been used and the clip was broken when I bought the pack. The part of the clip which is stitched into the strap was fine, it was the male end which slips over the… Read more

strap and clips into the receiver that needed replacing. I was told that it was not possible to replace the clip with the same type and that I would need to source a Sea to Summit replacement, cut the strapping and stitch in a whole, new, mismatched clip. I need the pack today so I asked that the broken part be replaced with the identical part from one of the backpacks on the shelf which would take seconds. I was refused and essentially told that this was my problem, not theirs. when I insisted, the staff member member became very rude, stomping away to get the replacement clip, thrust the clip into my hand, no eye contact, no words, turned his back on me and walked away. I want to be clear that I was polite at all times and intended to by two fleece jumpers while in store (as it turns out they only had one size M jumper available in my size in the buy two for $100 offer anyway). I have been loyal to this store and always spoken highly of the store manager (who was not present) but after this experience I will be taking my business to the locally owned store around the corner.

Poor Customer Service – My Friend gave me a jacket on my birthday which was a bit big. I went there to get a smaller size. The tag was on and that’s never been worn and the way the manager was behaving with me seems I stole that jacket whereas I just walk into that store and the register is just in font of the main door. Very unprofessional behaviour as she was also… Read more

mentioning about Kmart that if I go Kmart without a receipt would they change my Jacket. For her information K mart even always offer a store credit. Only thing I was asking for a smaller size and she was talking really rudely with me. Very Disappointed. I understand the company policy but they could have explained in a better way. No more Macpac.

Don Not Buy – Bought an expensive Icefall Hooded Jacket 4 weeks ago from Macpac Canberra DC that a small hole is discovered. The shop manager refused to exchange or to refund. Shopping from this store is not recommended. Show details

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.

Terrible Warranty – 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.… Read more

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.

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. … Read more

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.

Beware of exchanges – Bought a merino thermal top. Wore once, hole in front. Asked for exchange. Was told it was caused by moth. Was refused Show details

Macpac halo, my favourite jacket – Light and warm, easily folded into storage pocket. Love it, but wish id bought the one with a hood instead Show details