Went to claim a repair on the lifetime warranty for my pack, was given a business card to a third party repairer and told it would cost me 50$ dollars on top of the repair if they organised it. When I asked why my lifetime warranty would not cover it I was advised that 'lifetime' was open to interpretation and often would only be for a period of approx 3 years. This is reflected online with the policy, lifetime means life time...nothing else. never buying a piece of equipment from MacPac again.

I ordered my Macpac halo jacket and it was delivered 4 days later. The fit is great and I'm super happy with their prompt delivery especially as I had read very negative reviews

Strolling in the city for few hours with this brand new jacket, i noticed it developed stain everywhere, i have dozens of jackets from various brand, none of them having issue like this, call their support, they advised me to clean the jacket.

I ordered wrong size, but they changed it and eventually made me to get to a store and try different ones.
They were really helpful, and i would order back from them any time.

I just wanted to share how my faith in retail has been restored! Shopping for new trekking gear in the Macpac store in Braddon, Canberra. Really informative, enthusiastic staff, led by a manager (FARBS) who clearly knows how to inspire! What a team! And kudos, to their capable leader!

Quite disapointed with my online order - the products are good don't get me wrong, but placed my order 7 days ago. Their website mentions a 3-5 days delivery time. 7 days later, my order finally got dispatched from their warehouse. now i have to wait another 6 days to receive the parcel. This is close to 2 weeks

Simply online order completed for a single item however delivery was same item but smaller size.

C'mon lift your game

Coupled with recent in store experience no cust service I would not recommend & suggest staff training in customer service (Geelong Store) is required.

Ecomm online need to improve obvious quality control issues.

I have ordered a few items on line from Macpac and am one very happy customer.
The items arrive promptly and are exactly as described when I call to speak to various team members about products I am interested in at the Nunawading store.
I believe they all know who I am now, as I have rung a few times now. Their warm jackets are keeping me toasty warm where I am now living, and the quality is by far better than other competitors.
I will be back in the future, as I haven't the need to look elsewhere now that I have found you..
Thank you Macpac, especially Nunawading store.

The merino wool t-shirt which isn't even 12 months old is literally full of holes. It has had very little use, is not kept in a wardrobe and lives with other merino wool t-shirts which are not Macpac t-shirts. They are fine. Considering the cost of the Macpac t-shirt, I would have expected it to last longer. Naturally, it's too late to return it. Never again Macpac.

Like many of the other reviews Macpac did not include an item in my order. I spent many weeks emailing, phoning and trying in vain to get this resolved. Phones were answered once and I was promised a solution as the item had to be sourced. Then nothing. Eventually I disputed the paypal transaction. After 2 weeks the item was finally sent and I was emailed in regards to this. Before this, nothing. Took over 2 months for any resolution and a lot of my time. What is wrong with this company? This is crazy behaviour in this day and age of online business.

I have Genesis backpack that has seen 19 years of tough use. One of the fixings that hold the harness to the supporting rails broke a few weeks ago. I thought I would be up for a new pack, but no... the folks at the Melbourne store replaced the harness for just $34. Can't beat that. Very helpful and friendly service too. They inspected the pack and suggested I might get another 19 years from it.

I wish I'd read the reviews before ordering online. Ordered 2 items, only one arrived. Contacted customer service, to be told it would be sent from my local store.
I'm still waiting and it's 4 weeks later. Nobody from customer service is answering my emails. I even emailed the rep who contacted me initially. He's not returning my emails . . .

Worst customer service. Don’t order from online shopping from this website. Items don’t arrive and there is no response from customer service either. I have to go through my credit card company to issue a refund.

I returned a black vest which was shedding down, the employ service with a replacement was excellent, they could not have been more helpful.i will be returning there again to purchase more MakPac. 5 star service.

Ordered items, paid for it, then get a message saying there will be a delay, then out of stock, had to chase up refund. Been waiting 7 weeks for order

Bought a product that broke within a few months. They expected me to pay the return cost myself (I don't live near a store which is why I ordered online) so that they could repair it rather than refund me. Then they tell me if I keep the receipt they'll refund postage but now they tell me they don't have the parts to repair it anyway but if I drive for hours to a store they'll take a look at it. The customer service staff seem to have no understanding of what Macpac's requirements are under consumer law in terms of repairs and refunds.