Wildfire Sports Physical store

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

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.

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.

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.

Horrible and Rude Customer Service, Refund – I purchased this product at the Wildfire physical store in Milton believing I'd have a return path should there be any issues. The measurements for the device were significantly less accurate than stated on the packaging, even being inaccurate for weight beyond the tolerances when weighing myself 3 or 4 times in succession. Surely a set of scales… Read more

can at least be minimally accurate for weight when costing over $400? The item was returned within days but 3 weeks later I don't have a refund (or the item) and am being told Wildfire couldn't "prove" that the item was inaccurate in my usage after sending it back to the manufacturer, so I can't have a refund. Their customer service representatives have been rude throughout, and simply state I can pick up the item when it is returned from the manufacturer, whenever that happens. Never again. Horrible service. I'll buy from the cheaper options online next time.