Kathmandu Reviews 96

Wouldn't not refund my order after the goods were not delivered.

I wrote an extensive review of my experience giving them one star..
The review was deleted.

Dont buy shoes from katmandu

On 29/11/2025, I ordered Shoe Laces (Black) using a promotional code from Kathmandu's Black Friday "Mystery Codes" promotion.

On 16/12/2025, Kathmandu agent Thomas cancelled my order, stating: "Our stock is constantly updating and at the time of fulfilment your item was unavailable." However, the shoe laces remained available for purchase on their website and in Victorian stores at that time.

On 17/12/2025, after I challenged this with evidence, Thomas changed his explanation, stating the order "would not have proceeded regardless of stock levels" due to promotional code breach. Notably, my other identical shoe laces order received a different cancellation email on 03/12/2025 citing only promotional terms breach - no stock issues mentioned.​

Kathmandu engaged in misleading and deceptive conduct under ACL Section 18 by:
* Making a false representation about stock unavailability when the product remained orderable​
* Providing contradictory cancellation reasons for the same transaction​
* Using inconsistent explanations across identical orders​

Scam promotion for Black Friday. Bought items on sale online, only to be told 3 days later with a generic response that "the order didn't meet the terms and condition of the promotion". If it didn't meet the conditions, when wasn't it cancelled on the same day or before payment? Now I have to wait for the refund of the money to be returned to my account

They ran a Black Friday promotion to increase sales and arbitrary decided to cancel all orders where the savings were too much. Disgusting behaviour, hard to believe it's even legal.

Disingenuous company. They ran a SCAM promo for Black Friday where you could look for discount codes hidden on their website. They then cancelled orders made with these discount codes for no valid reason. Maybe they were just harvesting personal data. Will never buy from them again.

Had numerous orders canceled due to a loophole in their terms and conditions. Kathmandu ran a black friday promotion period and because the promotion code I used for my order was posted on a coupon website (which happens for nearly every website now, AND the codes I used were listed ON THEIR OWN WEBSITE), they canceled any orders at their discretion. Stay away from this dodgy company. Their nickname is well founded.

I experienced exceptional service from Andrew at the Camberwell store. This was over and above what wa expected!

while my instore experience was great, the after sales service for the online store is deplorable. My order was supposed to be ready for store pick up within 2-3 days and instead it took more than 10. I raised a customer support docket (twice) and zero response. I called customer service to be told yeah, looks like it is late...no you cannot cancel the order or get a refund until it arrives in store!!! NEVER WILL I USE THEIR ONLINE ORDER SERVICE AGAIN NOR DO I RECOMMEND IT. Ended up having to go buy another one from competitor due to late delivery.

11/09/25: Bought a Hybrid Trolley v5 - 70L in Melbourne and the next day had an internal flight to Cairns (3.5hrs). After just one flight the corner rubber patch was worn through to the fabric. I accept there will be ware and tare, but the corner protection should at least last more than one flight.

Emailed support once I landed at Cairns, that was 6 days ago and still no reply from Kathmandu other than a thank you we’re busy email, looking at Trustpilot it seems they have been using this excuse since July. I’m happy with the rest of the bag, and I’m happy to do a field repair. I just want some more rubber I can stick on the corner as I still have two months of travel left before I get home.

06/05/26: Been back in the UK for a few months now after traveling round AUS, NZ, CK, JP etc, still no feedback from Kathmandu, customer service is obviously not a word in their corporate vocabulary.

New seasons womens hat
Good shape and material and sizing
Natural colour as shown in advertisement is not
off white, but Pale yellow

Bought a winter jacket. Warm, lightweight, and worth the price.

Ordered a replacement pair of On Running Cloud 5s for $179. Invoice number 203124259.. Then was sent two shoes, a left and a right, both the same size but DIFFERENT STYLES. One is a Cloud 5, one is a Coast. Unwearable. Submitted problem to Kathmandu customer service and was given a ticket number (203124259) and the following ‘We’re currently receiving a high number of enquiries due to the exciting launch of our new websites and our busy winter promotion period. We're working hard to get back to everyone as quickly as we can, and we really appreciate your patience during this time.’ No follow up and no response to further communication from me. 👎🏻 Kathmandu. Take your chances with this company folks.

Edit: company finally got in touch after this review and sent a matched pair

I felt like I was interrupting when I tried to ask a staff person for assistance, felt very lazy to help me, very poor management

I purchased a couple of jackets from their Woodgrove store in Spetember last year and after wearing my jacket for the second time a few weeks ago, I noticed the zip does not work.
I took photo's of the jacket with the receipt and submitted a report for the fault & got an email that they will get back to me. 2 follow emails later and crickets. No response what-so-ever.
A jacket that you can't zip up to protect you from the cold is not a jacket! The quality of the jacket is great, but seriously - for that kind of money to have a faulty zip is unacceptable, especially when they don't care and don't respond.

I have bought online from Kathmandu before with no issues and have been happy with their service.
I recently had an item in my shopping cart online which I can't delete. There is no bin icon next to the product so I can't remove it from my cart. Also can't reduce the quantity to remove it.
They do have a new website so there maybe issues.
I have submitted an online help request form, online feedback form and also sent an email some time ago with no acknowledgement or response from Kathmandu to any communication I have sent them.
Oh well Kathmandu, you are missing out on a sale as a I can't complete my online order. Not happy as a long term Kathmandu customer. Respond to your customer enquiries please!

Old man at Kathmandu Rotorua was rude. We were chatting about my weight loss journey when he looked at me and guessed a weight that was beyond what I was. How rude to even guess I did not try to guess the old fool was over 65 years old. Keep your mouth zipped in future.

Terrible customer service and false information.
We got a pair of shoes for Christmas for me father in law and they simply wouldn't accept the return because "the box was damaged". When we asked where in the return policy it was pointed out that was a reason for the refusal, they said the shoes were worn (they still have the label on and were extremely small, he couldn't even put them on) and sent fake photos from s different pair.
The shoes we have at home still have labels and are in pristine condition.

Recently I purchased a pair of Kathmandu fingerless gloves.
I phone the Eastlands Ringwood Victoria store and a man by the name of Scotty took my call, he did not have any in store as it’s summer but said he would check out back stock and check around and phone me back.
Unfortunately I had to go to hospital with a glute injury and I thought I possibly would not hear from Scotty, but lying in hospital I received a call from Scotty to say he had found me a pair of the fingerless gloves.
I then told him I would send my husband to pick them up as I was in hospital. Scotty replied, I will send you some comics to read, I laughed and said chocolate would be better.
My husband went and picked up the gloves, Scotty asked about my health and told my husband he put a chocolate in the bag for me.
Oh my gosh is this the best Customer care and service I have ever experienced: YES!!!!! Please pass my sincere thanks onto Scotty and I hope the Company reward him in some way as we need more caring and sincere people like this in our world.
Kindest Regards, Suzanne Cowen-Bodey