Kathmandu Reviews 96

Bought a kids tent and some hiking jackets. Jackets are great for Tempe price but wouldn’t both with their kids tents. Fell apart and tore after a couple of uses

“Amphi Men's Rain Jacket“
Should be called wet jacket, NOT rain jacket, for $400 that is inexplicably ridiculous, and a scam, and deceiving, and illegal. Besides under my arms i was completely wet after a 20min walk in mild rain, and that was with the hoodie up, so no water was getting in around my neck. Really peed off. I recall reading negative things about Kathmandu some 8 yrs ago and i said i'll never buy here for serious and honest adventure gear, but i forgot briefly and gave in. NEVER AGAIN. You can buy a $20 rain coat that actually stop water completely. Shocking and sad really. Thanks Kathmandu... That is down right wrong.
At least you can thank me for the money, that's what its all about isn't it.
I chose to write here because they didn't allow my review on their site.

I purchased some T-shirts and shorts for our sons which were too small so I rang the Penrith NSW store to see if I could organise an exchange. An absolutely awesome young lady named Larisa answered the phone and was ever so helpful in organising the transfer of my required exchange items from other stores, offering to monitor delivery and call me when all items were in store (to save me doing multiple pick ups). On every occasion I dealt with Larisa, she was exceptionally polite, courteous and ever so pleasant to deal with. Makes me a very happy return customer, I wish there were more people like Larisa in this world! Thanks for everything Larisa, your superior customer service is very much appreciated, keep being awesome ;o)

Terrible quality products that don’t last long at all. When I asked for a replacement or refund for waterproof pants that started falling to bits well within the warranty period, they refused to honour this as the pants had been used?!!! And tried to sell me $40 patches to fix the damage. Also had a bag purchased new that fell to pieces in 2 months of normal use - broken zips, fabric frayed at all seams and zips, and lining started to fall off. Rude management was condescending and refused to negotiate any compensation for the flimsy cheap plastic junk I was sold. My experience over several times is that they will tell you the item is under warranty but they can’t replace it as they have decided the damage was caused by you and not the sub par quality not being fit for use. Quality was ok 40 years ago but they can only get by on reputation for so long - I have lost all trust in this brand and will never buy their junk again.

Good day!

I am writing this email to complain about the terrible customer service I had experienced at your Kathmandu store in Adelaide CBD (Rundle Mall) on August 14th around 10 in the morning.

I had to return my jacket I ordered online as it was the wrong size, but I was told straight up I couldn’t do it as I did it through Afterpay. There was a man there ( I didn’t get his name) who told me I should send it by post as I did it online and so did the lady named Rebekah. When I told them I am from Whyalla, Rebekah said then maybe next time you order online, you make sure it’s the right size, which I find terribly rude.

Now my understanding on returns policy purchased online through Afterpay is to either send it by post or in person using the Afterpay app to process the refund(screenshot attached). WHY IS YOUR STAFF SO RUDE TO NOT DO THIS STRAIGHT UP. That was just very very poor customer service when I was the only customer in store that morning so far and they were just behind the counter talking to each other. I actually had to tell them about this returns policy and fought for my right as a customer. Eventually they gave up, and yes I was right, they processed a refund for me.

THERE IS ABSOLUTELY NO EXCUSE FOR RUDE BEHAVIOUR IN THE RETAIL INDUSTRY AND YOUR STAFF SEEMED TO LACK TRAINING ON THIS. I am in the health care industry as a Registered Nurse, and we are trained to be kind even when it’s painful not to, even when we are busy and hungry and exhausted. But for your staff to rudely decline help when they were just standing there talking to each other with only me as a customer is TOTALLY UNACCEPTABLE. You can check your cctv that morning to verify this.

We recently moved from Brisbane to Whyalla and we have no idea what Kathmandu sizing is like as we didn’t have to buy bulky jackets in Brisbane winter. We have a 15-month old child and it is hard to travel long distance from Whyalla to Adelaide (4-hour road trip becomes a 6) and vice versa, and that’s the reason for online purchase. My husband had a business trip in Adelaide on that day so might as well return the jacket in store, in person.This was our first family trip in six months since our move from Brisbane. Everybody has a story, and I shouldn’t have to share mine. BUT TO BE TREATED RUDELY IS WRONG, AND I THOUGHT, I SHOULD SPEAK UP SO YOUR STAFF IN STORE BE REPRIMANDED AND BE TRAINED GOOD MANNERS AND RIGHT CONDUCT.

Sharing this so there will be a positive change in that store. In a world that has become so small with the pandemic, it is but wise to be kind to one another as we only have each other.

I received my jacket Yesterday from kathmandu (which I will never buy from), the jacket have unpleasant smell..I tried to contact your UNPROFESSIONAL staff memebrs I have been told that they cannot do anything about it, and to try to wash the jacket (I didn't pay hundreds of dollars to get a second hand jacket and wash it I could have gone to the op shop and got my self a used one and wash it). I asked them to speak to the manager they didn't let me. And they told to wait until, the lockdown is over to visit one of your stores (how UNPROFESSIONAL to ask customers to wait untill the lockdown is over) plus I am not going to pay for the postage for something that is not my fault rather than asking my to wait and visit your store or post the jacket back your staff should have said we will refund your money (I mean either ways you will not be able to sell this jacket as no one will buy a smelly jacket)

The first jacket that I bought was lost because of your bad Service then I received a replacement with unpleasant smell (what kind of Service is this) plus your UNPROFESSIONAL staff (you better hire people with manners and they have skills to talk to customers)

Overrated. After over a year, my jacket is still "moulting", was told this was normal, but I'm sick of brushing white feathers off my black jumper all day.

Hi there im waiting for my 20buks gift voucher and you supposed to send it to me in steed of the expiry one which I haven't used

I was impressed with the prompt salutation & question ‘did I needed assistance’ when I entered Kathmandu at Belconnen ACT.
I needed to purchase hiking boots.
Vin listened as I explained what features I needed & why I needed them. He discussed the benefits of several brands without encouraging me to make a quick decision.
He then brought several sizes of my first choice and offered to bring my second choice for me to try for size & comfort.
He identified advantages of these boots & what to look for to ensure I had the correct fit. After I decided on correct fitting - with Vin’s knowledge - he encouraged me to take my time walking in the store before I made my purchased. Vin was very professional, helpful, polite and friendly.

Hello,

today (20/05/2021 at 4:45pm) i was visited Christchurch kathmandu store in tower junction, i found the customer service is ridiculous, one of the staff ( women) was so rude to me.she doesnt know what is the costomer service is. another lady staff was kindly dealing with me but she interrupted us in between and told me like dont disturb our staff like that bla bla.😔😔. you hired enough staff to give proper customer service isnt it? but from today i feel like i will never visit kathmandu store in the future🥲🥲.
Thank you

Bought 2 jackets. Worn 12 months. Within 3-4 months the filling started coming out amongst the stitching! Was asked to wash and use dryer with sheep wool balls. No luck. Will not be purchasing from here again. Gave 3 stars because the fit and comfort was perfect.

Never ever buy from this company on the expectation cash back will be honoured. The rate they applied was lower than advertised and after a full year they have not paid out. Cash back company says they can do nothing. Over priced jacket for the money but advertised cash back made it a better deal. Will never purchase from them again, complete charlatans as far as I am concerned. You have been warned!

Purchased a black lightweight rain jacket with hood from Katmandu and the zipper was always difficult to open and close. Now does not work at all and as I intended to have this jacket long term, I do not have the receipt but it does not fit the purpose for purchase. Defective zipper is poor quality item.

Joined the Summit club. Did not receive the welcome voucher or the Anniversary Voucher. Fake and misleading marketing by Kathmandu
Contact them about this, they were extremely rude about this even after giving them proof of promotion.

Kindness and courtesy are at the root of a positive customer experience. This holds how true when you meet an amazing, wonderful customer oriented person like JOSH works at Spencer street outlet. I went in randomly one day to look for options of winter jackets. I couldn't find the right size, without any delay or hesitation he offered to look for right size/ color so it can save hassle for me. I picked up jacket which was a gift for my father. I thought Large size would be good. Josh went through hassle and arranged it from another store which I picked from him. But when I picked it and my father tried Large size was too large. :( I went in Werribee store to ask for another size and they simply said NO. so I went back to.Josh again and shared whole story. He told me to check what he can. He has gotten back now he will arrange for a Medium size for me and he is doing this for me!! I cannot thank him.enouhh, for his politeness, humblesness and most of all great customer service!! Bravo he needs yo be promoted to Manager soon! Highky recommend him. :)) regards, Farrah

I had a problem with an e gift card, for some reason the email did not get delivered. I contacted customer services and the help I received was excellent. They dealt with my problem quickly and efficiently and could not have been more helpful.

Long story in short I purchased two jackets from Kathmandu and shipped to Taiwan, after waited for two weeks , Kathmandu said they couldn’t allocate the shipment so they asked me to wait until they figured out where this shipment going. So wait for another few days, they said they couldn’t allocate the parcel nor have same items I purchased in their stocks so they asked me to replace with similar quality products, okay, fine, I accepted and they replaced and finally this shipment been delivered yesterday,which took over 1 month, my mum told me “ why you buy something we have to pay for it for them” I said” what do you mean you pay for it?” She said “ DHL just charged her $150 , when this shipment was delivered “
I couldn’t believe that they charged my parents $150 , which almost 40% of the total value of the product. I rang Kathmandu and they said this was some tax surcharge may eventuate when a parcel delivered in a country and this was controlled by them.
After all of this, I could understand that some surcharg may require to release the product from custom but if they could inform me beforehand then I could have paid for this surcharge rather than paid by my parents, which was pretty bad impression

In the end, after all of this, Kathmandu only used one link and told me that cannot responsible for this cost but wouldn’t mind to give us the $30 voucher?!?!??!?
Very very bad impression from Kathmandu
If you were considering to purchase product from them, you may need to think about it

Yes i have been a customer for 30yrs and placed an order online...it was a significant order...the company was happy to take my money and proceeded to send me an email two days later advising my order wont be processed...due to the high value of the order and security risks flagged...so i rang customer service direct and asked what the problem was? in paricular what were the security risks??? Well they just fobbed me off didn't let me get a word in and then thanked me and hung up!! To this day im still out of pocket over $2000 and no communication regarding my email asking for my refund...what really gets me is that im a cancer patient and was really looking forward to getting something warm for winter..i had saved up for the items as i cannot work and now im out of pocket the person that was so rude to me and treated me injust was a gentleman named Andrew in New Zealand customer service!!! Needless to say i t had caused me much stress which is no good for my condition...please give me back my money!!!!

Love their items and prices. Nice selection. Would love it if they had a USA presence! Always received great customer service.

I ordered a $300+ jacket which supposedly arrived but I didn't receive. I have sent multiple emails and been on hold trying to get through to the telephone line for 2 hours before I gave up. This is the worst service I have ever experienced. Still no refund.