Macpac Reviews 35

I ordered a Jetboil online and received it, but it was faulty on arrival so I had to return it to Macpac for it to be exchanged or refunded. I wrote a note and attached it to the item asking them to call me to return the money to a different bank account as the original account was not available, so they refunded the money to the original account anyway and now I'm left with nothing, no product and no money. Had I not been sent a faulty item from Macpac this wouldnt have happened and they simply don't care that they ignored my request. Terrible company to deal with, I will never shop there again or any of the Super Retail group of copmpanies for that matter.

I sent multiple emails requesting cancellation without receiving any response, and the shipment went through in the end. The PBT Courier they use has a very slow delivery process, so unless you are willing to wait for an extended period, I do not recommend using their online store. Furthermore, their customer support responsiveness and quality are poor. In this regard, Katmandu is far superior.

A useless company bought gear a month ago, after 3 weeks of no tracking number and multiple emails I replied to a Macpac facebook post which got a reply. I thought it was going to get resolved but I'm still waiting. Knowing that they have 2 star ratings on all review websites does now make sense.....

I have ordered several items from Macpac, a brand which I use for many many years due to their amazing quality and very well thought through products.
Unfortunately most items are not available in Europe, so I had to deal with their customer service to get the items shipped.
I've encountered a team of incredibly friendly, helpful professionals who were a pleasure to deal with.
Thank you very much, for being so efficient and lovely!

Terrible experience at St Luke’s store with a young experienced Caucasian male staffer. Then had to waste more time communicating with their ‘customer services’ I’m never going to shop there again. I wasn’t asking for much - just a bigger size and for them to hold it behind the counter a couple of hours

I purchased some tramping boots that didn't even last 6 months before the stitching started to bust and took them in for replacement as requested when i rang customer service.. Not only did it take two weeks to get a response from their supplier,two weeks i couldnt enjoy my weekends tramping, I was declined 'due to reasonable wear and tear'! The said boots have a 3yr warranty off the shelf! Buyer beware! Might as well buy shoes from the warehouse! At least they will last a year!

I received help from a staff member who went above and beyond to help me. He was very polite and made my experience truely rememoribal. I would like to say a massive thank you to Anthony at the macpac queensgate store. Exceptional customer service. Thank you

I bought a pair of Macpac carbon fiber hiking poles that boasted a lifetime warranty. However, my enthusiasm waned when I encountered a problem: one of the plastic parts unexpectedly broke. Hoping to take advantage of the warranty, I approached Macpac for assistance, only to be informed that their understanding of a lifetime warranty aligns with the anticipated lifespan of the product, which they claimed to be around 3 to 4 years. Despite the poles being in excellent condition, suggesting there is plenty of life left in them, I was left disappointed as my warranty claim was denied. This experience was truly disheartening.

Bought a headlamp last week took it back today as the red light never worked.ie was faulty when opened bix they insisted had to send away for assessing to see if it was really faulty then would tell me if I was entitled to a refund. Had to insist on it being escalated .so much trouble and stress when they should have replaced it no questions asked they could see it was brand new in the box with reciept.even quoted the consumer gtees act but they went on and on about not their responsibility as not their brand. I never shop at places that cause me stress so that's a no go from now on

What a disgraceful company. Since when is a 'Lifetime Guarantee' not for life? The store in Sydney told me the product had a lifetime guarantee and that my jacket would definitely be covered as it was in great condition. The sent it off to have the taped seams repaired and then ring me back a week later saying it's too expensive to do. Sorry we can't help! I'm flabbergasted. 1 week it has a 'Lifetime Guarantee', the next week its too expensive to honour. I will never buy Macpac again!

This company is let down by PBT couriers. But also Macpac customer service is also a challenge. Their robot did not recognise my mobile number so I had to stay on hold instead of receiving a call back. I live 50km away from nearest store. Items collected by PBT - would expect relatively quick and easy courier delivery - however according to track and trace the product was sent to Auckland and that is where it remains. I advised Macpac if I had known you used PBT I would never have have bought from them. PBT lie, never respond to emails and now deliver your items 800kms away. Is this why we actually pay more now. Until Macpac review their courier service, I will not shop or recommend them to anyone.
12/1/23 - according to Macpac the address label was wrong. Label read Albany - how - when my suburb starts with an L. No quality check with postcode - would have picked this up.

The delivery service they use are very slow the tracking parcel search is very annoying can't just click and track,no tracking updates won't be buying again till get a better delivery service.iv had no problems with other delivery services around same time.

To be fair this is as much of a review of the courier company they used as it is of Macpac themselves, but I was unimpressed with the way Macpac responded to my concerns.

I ordered a shirt on 4/10/22 (a Tuesday) and got an email the next day saying that it had been picked up by PBT couriers and was "on it's way".

The item was finally delivered on 13/10/22. This was after several phone calls (and a lot of wait time) to PBT Couriers, who seemed to have no idea what had happened but they wold look into it and get back to me. They didn't get back to me,

I had sent an email on the 10th, just suggesting that Macpac might consider reviewing their choice of courier, as I still hadn't received the package at that stage, and the tracking information was very vague. The response I got was like one of those form letters:

" Thank you for your email and recent order.

We’re sorry your order has not yet been delivered.

All orders are processed Monday to Friday only and we aim to have goods dispatched within 2-3 working days, after that delivery is usually then taking 2-3 working days. Rural or remote locations can take an additional 2 working days.

For more shipping information please visit **********

Thank you for your patience and if there is anything else we can look into please let us know."

Um, no. I do a lot of online purchasing and the vast majority is delivered overnight or on the next business day. I might make some allowances for South Island company, but this was a full 9 days after my order. And the fact that they didn't even respond to my specific concerns about their courier wasn't exactly confidence-inspiring.

Sorry Macpac, but you need to up your game. 2-3 days to dispatch and the same to deliver is ridiculous these days. I ordered a similar item from another company a couple of days later and it was delivered (ex Auckland) less than 24 hours later. I know who I'll be buying from next time.

PS. The shirt, once it finally arrived, was very nice, thanks. That's why I gave you 2 stars.

I have placed an order as I know MacPac is good quality, but unfortunately they are not that good as they used to be. Plus customer server delays my refund as I been waiting for over 4 weeks. They said we will refund you in 4 days.

I can attach photos as prove to show how they are bad.

Thanks