Kathmandu Reviews 96

I would like to thank Ethan at The Base Te Rapa, Hamilton, who helped us today.

I came into the store on crutches, with my very elderly Mum. We had the specific task of finding Mum a full zip fleece sweater.
Ethan showed us the range of suitable options, estimated the size needed for Mum (accurately) , listened attentively when Mum and I discussed the options, walked us to the changing rooms at our much slower pace and left us to do the trying on, when I suggested I would help Mum with that. Mum is very cost conscious and worries about money being spent on her. I got her to leave the sweater on, Ethan cut the tags, removed the security tag, and kidded Mum, offering to cut her hair as well, which she enjoyed. I distracted Mum when it came to payment, so she would not see the price and worry about how much was being spent on her. Ethan got the point of the distraction straight away.
We went home with Mum absolutely delighted with her new sweater, which was a task completed that she could never have done on her own.
Thank you so much for your help and sensitivity to these customers' needs.

Thank you Ethan, you made it easy and fun

I bought a t-shirt but the quality is poor.

Over the years, I have purchased many items for camping trips but due to your current advertising campaign we will no longer purchase anything from your company or set foot in your store.

I don't understand why there're not more highly rated
The delivery service is great, and the clothes never wearout

One of the worst store and customer service is very very very very poor.
Totally ignorant and website is such a glitch.You can’t even track the order accounts gets lost and can’t retrieved.
Shame shame shame

Totally ignored. Other customers served before me when I was waiting for a long time. Then made to feel unimportant.

I bought a jacket that developed a small home in it after wearing it 3 times (I wear it for walking in cold weather). I have no recollection of doing anything to cause it. The fluff started to come out and when I tried to place it back in the jacket has torn. I was accused of using scissors or a knife to cause the tear. I asked for a replacement/to be covered for the repair and was told it is the normal wear and tear of the jackets and I could contact the team in New Zealand get a quote for repair that I would pay for. I am just flabbergasted that I paid so much for such terrible quality and their is no responsibility for poor products. They have lost me as a customer for life.

I've ordered few items online which meant to be delivered to store. During ordering I was told it will take 7 to 10 days. After 12 days the order is still being processed. Customer service can't figure where the shipment is. They can't track it. What a mess. Lets also talk about Black Friday sale. Some items were priced cheaper a week before Black Friday sale. How do I know? I bought one of these items, and I monitor pricess of others. That is highly misleading and manipulative price. As much as I like Kathmandu products, I lost my trust in this brand and therefore they lost me as a customer.

Just had the most amazing customer service from the ladies at the Belmont WA store. They are very friendly and so helpful. If needing items I would recommend that store. The professionalism is worth the drive.

If I could give Kathmandu a zero I would. As a company that states it is 'inclusive' is laughable. I work for a disability provider and approached HR (New Zealand AND Melbourne) on the advice of a VERY supportive Kathmandu Store Manager who was keen to learn more about our (unpaid) work experience program. After receiving a positive email from HR NZ to call on a specific day to discuss, I was not responded to when I called or emailed again.Caught out when I did an unexpected call (not pre arranged), I was given another day/time to call because Kelly in HR was 'rushing to a meeting', I was once again 'blanked' when I called on said day/time. Melbourne have not even responded to my initial contact! Re educate your HR team as there is absolutely NO 'human' in Kathmandu's supposed 'Human Resources', disgusting! Luckily Woolworths, Best and Less and many other business have put their 'inclusive' policy where their mouth is and have offered wonderful experiences for our clients to overcome any barriers to employment. You have not only lost an opportunity to be a part of a wonderful program, but also a customer.

As a customer in Kathmandu, you are on your own. I've had 3 recent visits to buy jackets, and on my first visit, in a very quiet shop, no one noticed me, and I was carrying around 6 jackets to eventually try on. No offers to put them in a change room. No one checked on me to see if I needed a different size. I did buy an jacket, reluctantly, as I needed a coat to keep out the rain.

My next visit was a week later, same scenario, shop very quiet, but I had to keep going in and out the change room to get other sizes myself. This got exhausting and staff were just chatting at the counter. Guess I was invisible. Bought a $360 down jacket this time, and they had run out of bags, really!
Third visit on a quiet Sunday, same deal. Staff are definitely not there to sell product. Decided this was my final visit and left with no purchase.
Botany Store.Auckland

The staff at Blackburn Kathmandu could not have been more helpful. Mazza especially went out of her way to organize a coat I wanted by ordering from warehouse & having it delivered to my closest store.
Camberwell store was helpful to a degree but didn’t go the extra mile & I would have missed out on my coat. Camberwell gave me incorrect information& didn’t bother checking with a phone call.
A big thank you to Mazza & the Blackburn team! Jane C

I guess Kathmandu don’t value their business and definitely not their customers.it must be company policy to employ rude staff. I wish I read the reviews before I bought the jackets. Yes, I bought for everyone in the family. And to think they valued me as a customer. I washed my jacket according to their instructions and it lost all the down. Went to the Southland store to be told to go home and watch YouTube on how to wash downe. I was so stressed and anxious and the staff were rude and abnoxious.
My jacket also has a very bad smell after putting it in the dryer.
Whoever is reading this, think hard if you’re buying from them because they have no respect for our consumer laws or their customers.

Very poor customer service by Sarah-Jane in southland Kathmandu. She bunched up the jacket I purchased and didn’t offer a bag for purchase. When I asked for a bag, she asked me to pay for it. She was rude, abrupt and not pleasant at all.

Ordered an item online which failed to arrive after 2 weeks. Made a number of enquiries and the item appeared to be lost in the system. Was eventually offered a more expensive item which I accepted. Well atoned KMD!

Very unpleasant store experience.
Visiting Toowoomba from rural Queensland- shopped at Kathmandu, Toowoomba Grand Central store. Shop assistant was extremely rude and overtly condescending. Enormously upsetting. Family nor friends from our large, close-knit rural community, will ever shop at this particular Kathmandu store located in Toowoomba, again.
Hoping customer service and treatment dished out by staff at other Kathmandu stores, will be a very, very different experience.

Yesterday I shopped at the Town Hall shop. I don’t fit the Kathmandu customer profile. Im ageing, use a walking stick and rarely experience the great outdoors. My purpose was to buy a raincoat and take advantage of the discounted prices. The store was busy. The staff were busily occupied. And I didn’t have a clue what I was doing. Two staff members approached me to offer assistance. Their advice was easy for me to understand and at all times they were attentive to my questions, while also dealing with other customers’ queries. I’m happy with my new raincoat, but I’m bowled over by the excellent customer service.

Store manager Civic ACT store incredibly rude & unhelpful. Kathmandu have lost 5 loyal customers from this household.

Yesterday purchased items and was told the total cost. What l didn’t know until l looked at the receipt was that a gst was added on top without advising me. Since when has gst not been included in the displayed price. Very misleading. The addition of gst should be clearly displayed with the sale price. Disappointed at the deceit. Victoria

I have been a regular Kathmandu purchaser but no longer. I have written to them multiple times about the quality of their zips…which I have had to repair 5 times now on multiple pairs of trousers. The response is basically, ‘sorry you are having a problem’. I’ve had enough and told them so. I’d like to buy local but the quality is just not there anymore so…I’m off.