Wildfire Sports Online store

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!

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.

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!

Order runners on special - all good and good price – Bought a pair of runners - arrived quicker than expected and product was as expected. Would use again.

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.

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

Best socks ever – Best socks ever and great online service.. I look forward to shopping online again soon. I live remote with not a lot of choice in town! Show reply

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

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

Vibrams – Ordered online and shortly after realised I'd ordered the incorrect size. Called Wildfire the following morning and they were able to correct my order. I mentioned I was taking the Vibrams overseas to a friend and asked if I would receive my order within one week. They expressed posted them with no charge, I received my parcel the following… Read more ·  1

day. Great service, great product. It's such gestures of kindness that make a huge difference. Thanks so much!

Misleading information and poor customer service – Purchased smallest size Aftershokz Trekz Titanium Mini Wireless Bone Conduction Headphones using the online measures and they were ridiculously large. Was charged $12 to receive them, $19.95 to return them plus $11 in post office charges. Call centre worker advised she was new and couldn't help and couldn't find her supervisor and suggested I call… Read more

back another day. Not her fault but frustrating when I feel the online measurement information was inaccurate and therefore misleading, consequently costing me money in postage charges. Disappointing experience from an online store that came highly recommended.

Outstanding service – They responded promptly to my emails questions. They dispatched the item within two hours of my order. Item was received two days later (even though it was a normal delivery to regional Qld. ). Well done guys.

Faultless – These guys were well priced but more importantly answered all of my questions, quickly. After a few recent bad experiences with other online retailers Wildfire was a breath of fresh air. Even though we live in rural WA the sleeping bag came seriously quick I'd use them again , without hesitation. Thanks Fred

'Pay to have the faulty product returned to you or we'll dispose of it' – Initially all was good with this company. I purchased the Klymit Insulated Static V Lite Light Sleeping Mat online, arrived quickly and was excited to use it. On my first use of the mat over a 3 day hike it slowly slowly deflated each night leaving me on the ground with no other options. After the hike I immediately contacted Wildfire to advise of… Read more

my issue as the mat couldn't be used, where I then sent the mat to them for assessment.

Here's where things didn't go so well.

They did some tests to the mat and deemed it wasn't faulty and asked me to pay $9.95 to have the item sent back, noting if it did leak again, then they would re-assess. I explained the mat did not stay inflated for 3 consecutive days on first use, and therefore was faulty and not fit for purpose and did not agree with their response.

My only option at that point was to have the mat sent back to me where they requested I provide evidence that it was actually leaking overnight. I refused to pay for the faulty product to be returned to me for me to prove there was a leak.

[name removed] then came back suggesting that it was "possible that while you were using the sleeping mat that you did not seal the valve correctly" which for a mat with a basic inflating system was surprising. I again requested to understand what options I had, and was told by [name removed] "Your options in this case are to pay the $9.95 reshipping fee to receive the mat back, or not to pay and we dispose of the mat." After this unacceptable response I advised would be lodging a formal complaint with Consumer Affairs.

Only after my threat to go to consumer affairs and 5 weeks going back and forth did they decide to contact the supplier. The supplier contacted me directly and replaced the mat for me straight away.

From the start I wanted a mat that wasn't faulty, and was treated like a customer trying to cheat them out of money as they might not be able to re-sell the item.

There are so many different things wrong with this interaction, but what pushed me over the edge was where I either had to pay to have the faulty item shipped back to me, or they would just dispose of the mat. Appalling. I was once happy to be a future customer of Wildfire Sports, but based on the treatment received will never shop with them again. If the company had just contacted the supplier in week one, I'm sure this would have been settled.

For future buyers, ensure you understand your rights as a customer, as this company doesn't seem to understand customer rights to ensure a product does what it's supposed to do.