Wildfire Sports

Great product – Glad I purchased my very first barefoot sandals from them. I’m Australian size 8. The site’s size guide suggested US size 9 so ordered size 9. Was a bit uncertain but couldn’t be happier once I received it. Its comfortable fits perfectly. They even offer 90 days return/ exchange with paper soles to get the accurate measurements which is very… Read more

smart.

Fantastic postage time too. Ordered on Friday. Shipped on Saturday and received on Tuesday. Amazing!!

Xero Z-Trek Womens Sandals Order ID: N10475038

Very fast shipping, discount code used, free express upgrade – Bought a running vest online, made order at 4pm. It was packed and 'shipped' by 5pm. For some reason I got free express shipping upgrade, the next day it was waiting in my parcel locker. this is from Bris to Canberra, very impressed!

Refund excellence – Bought well known brand of shoe and brand I’ve used before - had problem with one foot as a result of the particular design of this new shoe after wearing it a few times. After a few discussions with Wildfire they agreed to fully refund the purchase. I was a previous customer and they are still my no 1 first stop for new gear. Show details ·  1

I love the range of items at Wildfire but unfortunately I won't use this company again due to the $19.95 administration fee to return an item. This is not consistent with other online running/sport companies in Australia who offer free returns.

Poor service – I ordered a $300 backpack and extra for express shipping online and paid by credit card . A day later, they email asking for extra security information from my bank statement which per their email "may take up to a working day to appear", putting the order on hold until I respond. No offer to return cost of express shipping, no mention of this on… Read more

their website. Why is an Australian credit card not enough? I suspect they were just behind in shipping orders or stock issues. I asked for a refund, bought from a competitor and won't be dealing with them again.

Why try to be a loyal customer – We have shopped for trail shoes at wildfire for years, even visiting the store when we lived out of state. We recently purchased shoes for both me and my husband for an overseas walk. The guy who helped us upstairs was helpful. When it came to pay the young man was distracted, verging on rude and said that no, the shoes were not discounted… Read more

despite us having been told they were down 20%. We spent 650$ or so on multiple goods. A few weeks into walking to prepare for the trip, part of the sole of my husbands shoe started to come off. And that’s when the drama started. We were told that no we had not made this shoe purchase despite clear evidence of a receipt. After much discussion it appeared perhaps the server had put our shoes in a wrong box. We were told that wildfire would “check with the supplier”… what on earth are we “checking”??? Plus we were leaving on the trip within a 2 weeks and we do not live in Brisbane. No one takes new and un-worn in shoes on a big hike. We ended up having to come to the store en route to the airport today to get a refund which todays server did not want to do as the manager??/ Alicia was not in and had not left “instructions”. One would hope in a modern retail shop it is not hard to leave a customer trail for follow up. We will NOT be back nor will we refer our friends. I feel so sad as we had enjoyed the goods we had purchased up to this point.

Brilliant service yet again. This store is very high quality for both product and service. I’ve bought at least 6 pairs of shoes. My latest On Cloudflow 5. Superfast delivery from Queensland to Wollongong NSW even with a public holiday (Australia Day). I got the shoes today 4 days after purchase. Opened and put them on my feet and within minutes I… Read more

was away. Great comfort for a brand new pair. Did 5 km and the shoes were trouble free. Love Wildfire sports and their quality service and product.

Dear Wildfire team Just letting you know that I am extremely happy with my Xero shoes and how excellent your service was from ordering to delivery. Thanks so much Anne T

Absolutely thrilled with my purchase! The delivery was incredibly fast, and the entire process was smooth and hassle-free. Everything arrived just as described—highly recommend!

Crusty customer service – I ordered some shoes. Xero Mesa Trail. Price was right, the product looked sound as, but size was misleading. Details not important, but they did not advertise Euro sizes, even though they admitted that Euro sizes are often more accurate. They only advertised the US sizes, and even now, 3 months later, despite notifying them that the sizes were… Read more

small for US12, they have not updated web site. They refused to replace my purchase for a bigger size, even though they still have larger size in stock. I did try on the shoes and go for a trial run, hoping that they would stretch, and hence they refused to take them back. Their letters were civil , but resolute, despite admitting that they agreed that the US sizes are not accurate. I would advise to steer away from using this online store and go to a better store. I have a much better experience with Sole-Mechanics, so based on that single negative experience, I would suggest that you send your hard earned dollars to a customer focused organization, not Wildfire Sports.

The best customer service – I run a bush walking group and we recently used these guys for a bulk buy of snake bandages. Their price was the best bar non. Also their responsivness and overall service was brilliant. Thank you to the customer service team and in Particular Jess. Show reply

No respect for customer loyalty selling a flawed product – A really disappointing retail experience. Having received help to purchase running shorts, I bought what I consider expensive shorts ($125) by On Running on the advice of the sales assistant. Upon wearing them for the first time, the shorts left me with broken skin from the positioning of a button on the inside to secure the inner shorts. I was… Read more

unable to realise this friction point from trying the shorts on. I went back to the store and explained what had happened making clear it wasn’t a manufacturing fault, but a design flaw that caused the injury. I therefor never expected the manufacturer to refund the money. I did however expect Wildfire to do more from a returns and warranty perspective having provided the recommendation and for my loyalty to the store. I even demonstrated proof that I had spent $374 in various transactions at the store over the last 4 months alone as I work in Milton. It was significantly more over the last 3 years. I never expected the manufacturer to refund me, but I did expect Wildfire to provide more to a loyal customer than to say they thank me for being so “hospitable” about the situation.

Poor service – Asked for size 11 us running shoes (saucony endorphin speed) to replace my old ones that were worn out. Grabbed the box from the attendant and went home for a run. As I was running they felt a bit tighter in the toe box but put it down to the shoes been new. I had a look when I got home and realised they had given me a 10.5 instead of an 11 as… Read more

requested.

Emailed the shop to explain and was called to say they were sorry for the mistake and to bring them in and we will replace them acknowledging the fault. I explained that I previously have the same shoes in 11 and was replacing them. I stated I was happy to bring them in also to show that I wasn’t lieing about the sizing mistake.

My partner took them in with the receipt to be replaced and was told that essentially we could be lieing and anyone could say that. This isn’t about money, this was simply about taking responsibility for their mistake. Very disappointed in the way it was handled. They committed to something happily on the phone owning the mistake but when came in to replaced them, was told we could be/were lieing. This isn’t how I run my business and would expect the same from wildfire sports. Unprofessional to say the least.

EPIC SERVICE, EPIC PRICING. What more would you want? – I needed to replace a cold water (ear protectors) swim cap I'd ordered twice before from the USA. I found Wildfire by accident on the web, and the cap was less expensive (identical brand, etc) and the website and service A+. Got it in less than a week. I know it's a small purchase but everything counts online and would HIGHLY recommend them. I'd buy something I don't even want just for the great service ! :) Show reply

Carefully Read the Return Policies – Ordered a bag from them online. When I got it after seeing it personally it was actually too big for my needs. Wanted to return it, due to not being fit for my needs. Inquired about a return for a refund, unfortunately there they have exclusion of items marked as Final Clearance in the refund/return policy. It was my fault for not reading the… Read more

whole returns policy page and just read the headline of 90 day change of mind returns. If I had I wouldn't even have ordered in this store. Just go buy your things in Amazon instead, no questions asked returns. In this period of online transactions they have pretty archaic policies.

Update: They did reach out to me with a compromise of me paying the return shipment for a product replacement. Support was able to assist me through the whole process.

Great Products, Degraded Service – Usually when dealing with Wildfire Sports, I am met with excellent service, fair prices and a fantastic product range. However, sadly I am met with frustration. I placed an order for a sleeping pad in late April. Used it for 2 hikes. On the first one I noticed it had deflated. I thought benefit of the doubt, could be user error as I woke up… Read more

seeing the outer valve, went out for a second hike the following weekend experienced the same behaviour.

Put a warranty claim in for a product that was clearly DOA on the 16th of May. Staff said they reached out to the supplier. Radio silence for about 3 days. I put in a follow up got told they were still waiting to hear back. Thought, 'fair enough. Supply chains can be a bit congested due to COVID-19,. So, decided to check in another 3 - 5 business days.

Had to chase up with staff again, got parroted back the same answer (which I wasn't pleased, but it is what it is).

I find it hard to believe that they're supplier haven't answered an email or made a phone call in over two weeks. If it were my business, having radio silence from supplier would cause alarm bells to go off. I suspect the staff are only checking up on the case when a follow up has been made by me.

Will be pursuing this with the ACCC / Fair Trading if I haven't heard anything back by the end of the week. Sick of dealing with this team. Have been a regular customer of Wildfire for a long time, really disappointed that it has come to this.

3rd time purchasing and you ain't failed me yet !! – Not normally happy to buy online but took gamble on running shoes as good "special" price. Easy to track order and see it still on way -in these "slower delivery times". Recieved items in NZ in reasonable time frame. Shoes perfect as were the 2 times prior Show reply

Bad experience and poor follow up service – Ordered a bunch of stuff online including 4 sets of calf compressions. Upon opening arrival of said items I noticed one packet was previously opened and contained one only calf compression. I contacted immediately to advise the order was incomplete with the guy on the phone admitting they had dropped the ball and they would send another set.… Read more

Waited a day and no tracking number so I contacted again. The individual who I spoke with the previous day did nothing with the order by way of note or post. The 2nd person I spoke with advised they would post and send a tracking number. Should not have happened in the first place if they would bother to check what they were dispatching.

I bought the Raven 13 women’s bike pack and it’s perfect .. can’t live without it – The online service was beyond reproach. I spoke to a gentleman and a lady called Jess and the service was of an extremely high standard. I also received the bike pack within a few days under standard postal service. The quality of the bike pack is great .. the zips are extremely durable. This is the second time I have bought a backpack from Osprey; I am a customer for life.  Show reply

Great service and pricing – Have bought quite a few items and had them shipped to New Zealand- prompt delivery and no issues. Australian tax deducted at checkout

Refund cost – I recently bought some runners that were not the right size. I had not used Wildfire before so I checked that you could return. Under the returns section they talk about free returns etc etc however this only applies if you want to exchange. If you want a return they charge you $20. I wouldn't buy from Wildfire Sport again.

100% happy with service and product – Great service delivery and product. Easy to deal with very efficient. Simple website to suit everyone Thank you very much wildfire sports for my vibram five fingers. I look forwards to shopping with you again. Show reply

Fastest delivery ever and at the best price – I received my shoes the next day of ordering!! Top class service I am glad to do more business with them Product , delivery and what more can I ask for :) safe!!! a Show reply

Customer Service a welcome bonus – I purchased hiking shoes and poles and had a good look around the Brisbane store in early March 2020. The staff were very knowledgeable and guided me to the right choice for my circumstances. The store is filled to the brim with good quality equipment. Unfortunately my shoes started to show signs of premature wear so I emailed the Store to ask… Read more ·  1

them if they would consider replacing them. Mus responded to my email within 24 hrs and after a very short time, he wrote again to tell me I would be supplied with new shoes. This has all taken place during the COVID_19 lockdown. My replacement shoes have just arrived, direct to my home. No need for me to travel or wait. No questions. It's great to know that some businesses still understand the long term benefits of excellent customer service. They now have my loyalty as a customer and I've told everyone who will listen, just how great they are.

Extremely poor customer service – I ordered a wahoo kikr 5 weeks ago and still dont have the product. When I called to enquire about it I was treated rudely, was not given a delivery date of my product and was also told that I was self entitled. If I wasnt treated so rudely in the first place and provided truthful information in an understanding way, I would have been much more… Read more

understanding of the situation and patient. I have no trust in this company, I dont feel like a valued customer and I wont ever buy from them again. I would recommend Pushy's instead, they are professional, treat customers like they value them and deliver on time.

Fantastic customer service to match the products! – Hi Mitch, I’d just like to say thank you so much for your great customer service. My parcel arrived just in time before we packed the car and headed off to Rotorua for my very first 100miler. I was able to use my new socks and that drink bottle which were absolutely perfect. I finished my race in 27hrs40mins which not one blister or hotspot and… Read more ·  1

less than 1kg difference in pre and post race weight so super happy.

Thank you , your service was very much appreciated!

Kind regards Sandra

Excellent customer service!! – Just wanted to let you know how impressed I am with how quickly I received my order (Osprey Porter 30 Unisex backpack). Amazing!!! I received my backpack within 1.5 days of placing the order!!! Thank you! Kind regards Mish Show reply