Don't support the products they sell
Bought a pair of SCARPA nitro GTX hiking boots from the Perth store Oct 2019. These were comfortable and were recommended as a good boot for light hiking. Less than 9 months later with little use (2 weeks in Japan and general dog walking duties, these $329 pair of boots had worn 4 holes in the material where the "toe crease" is. The bending motion of walking on this part of the boot wore them out in no time at all and is surely a design flaw as the rest of the boot material was perfect.
The staff at Paddy Pallin were very good at organizin...g them to be sent off for warranty (one lady was great to deal with). Unfortunately the importer said "ware and tear" and would not do anything about it. On pick up I suggested that paying for a $329 pair of boots should last more than 9 months and the reply was "well you chose a light boot"... Actually they recommended the boots and for the price they should last a lot longer, especially for the light amount of work they had done. It went downhill from there, they couldn't care less and the attitude of one of the staff that served me was pretty disappointing. Staff at Paddy Pallin did offer me a 20% discount on a new pair, so that was nice....but seriously, why would I spend more money with them when they don't care about Consumer Guarantee law, ie they need to sell products that are lasting relative to the price payed. My 4 year old cheap Keen boots held up better and I'm still using them due to the busted SCARPA's. I didn't want a new pair but they could of done better than 20% off the next pair in my opinion. I'll never buy SCARPA or shop at Paddy Pallin again.
Paddy Pallin online experience
In 2019, it took a full month to ship one small parcel from a warehouse in outer west Sydney to my AusPost parcel locker located inner west Sydney.
First call to Paddy Pallin and I was told by a guy to give it a few more days. Second call, lady told me she would look into investigate and call me back later same day. She never did.
I was tracking the item online. It went from outer west Sydney to a northwest Sydney location then back to the warehouse in outer west Sydney.
Third call to Paddy Pallin was late Sunday afternoon. Spoke to yet anot...her person. He was only able to confirm what I already knew. Fourth call the next day and I was back with the first call guy. He assured me he would investigate and call me back. He did so later that day and explained the parcel was sent via AusPost StarTrack who don't deliver to AusPost parcel lockers.
Great store, if only they had a concept of express delivery
Everything’s great apart delivery - they’ll happily pick your order for a week even if you pay for express post. No, they don’t warn about that.
So, don’t spend any extra, you are not getting it any faster.
As a long time very complimentary customer of P P’s in Perth it’s been extremely disappointing to be served twice in the last three months by the same sullen (wish you’d just go away) sales person. So, sadly after always having you as my ‘go to’ place for hiking gear like Scarpa boots, Mont rain jacket, Osprey Day Pack I won’t bother you again. I hope the attitude and service can improve or more long term customers will shop elsewhere.
Had them 20 + years and they are still going strong
Having paid well over $200 for these boots over 20 years ago I gulped at the time. They are however still going strong, still have amazing support and no water has ever reached the inside of them. I haven't been able to see them in a hiking store since, and that I cannot understand given that they have lasted so incredibly well. The only part I replaced was the shoe laces. the sole is a Vibran replaceable and has not even required a check up.
- Paddy Pallin
Great phone and in store service
I was after a Petzl 350 lumens headlamp which has an excellent white light and 3 levels of brightness, the headband is extremely comfortable. I rang and they had only one in the shop which the put aside for me in 2 days time. At the shop extremely heapful and just perfect service.
Good service in store but not online
I have received good assistance while buying in store. However, I ordered water bottles, socks and liners online and received the goods promptly but unfortunately not the items I wanted. Water bottles are not the same as on the website and the liners are in wrong size. I called them and was told to send the goods back using their reply paid address. Not happy as I sent last Thursday and they still not received on Tuesday. Surely, it is due to Australia Post's snail mail but if they sent me the right products in the first place, I would not have to wait. Will have to try other online stores in future.
Helpful, friendly and a good range
Whilst not as large as some other stores, my experience has been very good (Perth City store only). The staff have always been friendly, helpful and quite knowledgable about their product range.
The product range, while not extensive is of good quality with well known brands and well priced (when on sale the pricing can be very attractive!)
Went to Fortitude Valley store looking for a new hiking tent. Staff offered assistance in timely way but not pushy. They had a tent they recommended and set it up for me even though I said I was going to also check other nearby shops. Explained features of tent but no hard sell. Left to check other shops and came back to buy. Staff member was knowledgeable, listened to what I needed (so didn't waste my time with unsuitable products) and was friendly without tying me up longer than necessary.
Great range, knowledgeable staff, great service
Good stock and sale prices but slow postage for online sales.
Great choice and prices but postage was slow after being put in the wrong post box which meant insurance was void and instead of being express post it took a while. The second item turned up 2 weeks later with no email advising of any delays. Quite disappointing in the age of internet shopping especially when you can buy from overseas and get items quicker!
Range and prices
Great products/Great people
Not as big a range as some outdoors stores but a good solid product basis and an easily navigatable site. Also very worthwhile keeping an eye regularly on the site as they throw down some great bargains. I've bought the Ktena range of thermal baselayers and been really happy with them. Very well made and quality fabric. Yes, there's been a couple of hitches, however the team there are very responsive and work to rapidly resolve any dispatch product errors. Dispatch by the way is very fast and they sensibly include paperwork if you need to ...return. Freepost immediately offered to return any incorrect item(s). I waivered giving them 4 or 5 stars because things (human error) happens and the PP team don't delay in resolving for you. However, when you buy online you want things to be trouble free and have the right things there when you want to use them. No hesitation to recommend however. Great people. Quality items, fast dispatch, some great clearance bargains, excellent after sales service Couple of item errors
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