Macpac Reviews 35

Been a customer of macpac for 35 years, spent thousands of dollars supporting what use to be a quality company. Recently had two products with material failure. One a macpac backpack zip failed. Second raincoat seal delaminating. Had the raincoat a couple of years but worn less than a handful of times and seam seal started delaminating early on in the piece. My guess because the seal couldn't handle the humidity in Cairns. Now back in NZ i took it in to be returned for repair and they insisted it be first washed even though it was clean, as have used it so little. Explained that washing would worsen the issue yet they insisted I still do. Which made it worse, even with washing it in a wash bag. Long story short they said they wouldn't fix it because I hadn't washed it enough? Or dryed it with heat. Explained to the manager of the store my long time support of the company and this being my first return. She told me that the repairs team know what they are talking about and they hadn't had any others with similar material delaminations, suggesting I was making things up. Any ways just letting yee all know, and interesting to see I'm not alone, its a sad realisation Macpac are no longer a proud kiwi company. Good news is Ive recently discovered Stony Creek a NZ company still small enough to have integrity. Churz churz

Poor customer service and don't trust the reviews on the site, they delete them

Feels great to support a NZ business wherever possible. Recently prices have gone up but not too fussed.

Horrible customer service, super long delays in products being sent out from online orders. Have called and emailed multiple times, no one has any idea on what is going on or where my order is

Took a light puffer jacket that I bought a few years ago to have the flimsy zip repaired. Told that they couldn't repair it and could only replace it with a different colour zip because the jacket was too old that would be 2 seasons old). Expensive bright green jacket with an odd coloured zip?? That shouldn't have failed in the first place. Really? Politely suggested that sustainability is a thing now and disposable fashion not and repairing their products really should be part of their story (happy to pay for the repair btw), shop assistant at Newmarket store completely disinterested, couldn't care less with a 'move along now' attitude. Really want to support NZ companies especially in tough economic times, but how can we with such poor product and poor service?? So it's off to North Face or Patagonia from now on. What a pity.

Horrific service from customer care. Didn’t know they have a policy of signature only on delivery! I asked them to email NZPost to get it dropped off without a signature due to personal circumstances. The replies have been rude, gaslighting, disrespectful and discriminatory. Customer (not) care.
Still haven’t got my product. Looking into the fair trade act. I should be able to opt out of a signature only delivery.

WARNING DO NOT BUY OR USE THIS COMPANY

I recently purchased a Macpac Deluxe Single Sleeping Mat V2. Unfortunately, within an hour of use, the mat sustained a puncture from my dog’s paw. For context, I have used a Thermarest mat for years with my dog without any issues, so I was surprised by this occurrence. I contacted your team to arrange a repair, fully prepared to cover the cost as I acknowledged the damage was my fault. After being informed that repairs were possible, I dropped the mat off at your store. However, within an hour, I was told that the mat could not be repaired. When I asked for guidance on how to repair it myself, I was disappointed to learn that your team was unable to provide any advice. i was informed the mats used to come with a repair kit but now dont??. I am concerned that a branded product like the Macpac Deluxe Single Sleeping Mat V2 cannot be repaired by your team, and that no guidance is available for customers to address such issues themselves. After 20 years of being a loyal customer i will not be buying anything else from them and do not recommend anyone buying from this company as they don't stand by there product. Macpac was an iconic kiwi company, now its just a typical Chinese brand with no quality and no support. a real shame.

Bad sevice and policys i bought the wrong size i realised and tried to return it i then bougt one online and it was a third of the price and much better the one i bought from here i have barely used what a waste of money ?

I initially tried on the Women's Uber Light Down jacket but decided to exchange it for the Women’s Halo Hooded because the uber light down felt too light, and I preferred something with a bit more weight. Additionally, the original jacket’s colour did not match the advertised shade. The return process was hassle-free with free postage, and I received my refund within days.

I have awarded five stars based on my experience with the Women’s Halo Hooded jacket, which met all my expectations. The jacket has the perfect weight—not too heavy or light—the colour matches the website exactly, and it is very warm as we approach winter. The quality is excellent, delivery was very fast, and I was ecstatic to purchase it on sale.
(Unable to leave shared photos of jacket and review as your email does not work!)

The pack it jacket is not water resistant in any way, shape or form. I got drenched through when wearing it.
Probably only good as a wind breaker.
Very nicely made though with quality workmanship.
But just don’t trust it to keep you dry when delivering in the rain.

I ordered a new wait strap for my back pack on the 3rd of April. I am flying to Queenstown on the 11th of April. I was told that it would be here on time. It is now the 8th of April. I have been told that it takes 2 weeks for them to put it in a courier bag from Christchurch, I am in Auckland. Very hard to be more inefficient than this, it won’t be here in time for my walk on the Routeburn.

Alex and the store manager at Macpac in Brighton, Victoria have gone above and beyond to help me with a faulty raincoat. It needed to be sent off for waterproof testing but staff couldn’t guarantee when it would be completed. This was important because I was heading off for a hiking holiday and needed the coat back within 4 weeks. Alex kindly contacted me and said Macpac would honour their commitment to quality and replace the coat at no cost. I’m extremely grateful that I now have a brand new waterproof coat for my hike!

Terrible sales and product knowledge at Albany Macpac.
I said I wanted to buy a 75l travel pack and would like to be fitted. One employee said they couldn't do it and asked someone else to.
The woman had zero knowledge about the bag, how it worked, or travel backpacks in general. Luckily I had purchased this exact bag so I knew the features and I was teaching her them.

- I watched her try to roll up the protection sleeve wrong 3 times until I told her it rolls the other way and there is velcro to hold it.

- She said the weight should be bared on your shoulders and removed from your hips. I looked at her and said no, other way around and she said oh yes! If this were people who didn't know, they would screw their backs and shoulders!

- She put an S2 size on me and I asked what the difference between the S2 and the W2 and she said nothing just preference. I asked what size she would recommend for me and she said definitely the W2. And I thought, why have you put an S2 on me then?

- She had zero knowledge of the difference in the S2 and W2 which was frustrating. As I tried it on I noticed there was a big difference in the size of the straps that wrap around the shoulders and arms. She then said no there isnt really a size difference. I then pointed out that there was a clear size difference with my hand. I then asked what the design purpose is for this so I could make a decision and she said its designed for the female body but couldnt tell me what this actually does in terms of comfort or weight placement.

- She fitted the bag wrong and I could tell as she was slow and had zero confidence doing it. One staff member came past and instantly pulled some straps to do it correctly and looked at her to say sorry for stepping in.

I said I wanted time to think as I wanted to get the other worker to help and they came and answered my questions with insight and knowledge. They also fitted my bag correctly.

There was also very little enthusiasm which tells me there is a serious disconnect here and that employees are not being trained and perhaps they are not treated fairly by management.

If you are going to charge top dollar for a specialized product where customers need product information, you need to do better and improve internally.

Absolute disgraceful service by the "wannabe" manager at the Nelson Macpac store in New Zealand, supposedly the home of macpac (NZ). Having a nice cascade backpack, size 4 with the later harness, it like most reviews I have seen online, has a harness that falls apart due to poor quality materials used at the time of manufacture. The plastic parts of the harness were disintegrating and falling apart making it totally unusable. At the time of purchasing this backpack I was told that macpac had a lifetime warranty. Imagine my dismay when I entered the Nelson store to be told by the Manager that the harness on the pack was not covered by the warranty. WHAT???? And that they could fix it, ( they thought after some discussions were held with other staff). and that it would cost me quite a bit of money. What is that all about? I was told there was a lifetime warranty, all of a sudden that became a 2 year warranty and I would now have to pay for repairs to a pack that had been constructed with inferior products.! And it was MY fault it would seem, that the materials had fallen apart. I have seen other reviews online where it seems all of the macpac packs fall apart due to this fault. Yes they can fix the issue, and yes that will cost you as a purchaser. I have (had) bought macpac for years thinking they were great, notwithstanding they are at the top end of price range ( until they went overseas that is!) I was mortified with this latest development. Long story short I resorted to a shouting match with the manager outlining the fact that they should cover the repair to the faulty material, and not charge me. He was all for not doing that. Other customers in the shop were shocked to the point where they left the store. Wise move as if they had bought a product it would be likely to be faulty going forward. I just dont understand how someone could be a highly paid manager at the Nelson shop, and treat their customers in that respect. Disgraceful and disgusting behaviour. If that is the face of macpac, and they obviously dont stand by their products going foward after purchase, I want nothing more to do with them, and others should take particular note. Absolutely disgraceful and very very upsetting that a manager could treat a customer in this respect. Im sure several months after this horrible experience he is still in charge. Disgusting.

Horrible customer service. They don't answer emails or messages. When you get through they give you the brush off with "we are not dealing with special requests at this time"

The worst people to deal with, rude and fighting for a refund with a faulty rain jacket, I get wet ever time I use it and they want me to pay to repair it and pay again for it to get sent back to me! Absolutely pathetic, they are cocky on the phone they are argumentative and refuse to give me a refund on a faulty item, they said one shoulder had a tear BUT THEY HAVE JUST DONT A PRESSURE TEST ON IT, OBVIOUSLY IT COULD TEAR but I have to pay for the repair??? Are you $&/king crazy? Absolutely disgusting and appalling service it’s been almost 3 months now after my purchase and I’m still fighting with them! Such a let down! I JUST WANT MY MONEY OR REPLACEMENT ASAP!!!!! Never again I will buy anything with that name on it! And I will start people clear

I purchased a Mac Pac fleece lined jacket with a front zip. Even though it's a YKK zip, it's so fine and not suited to a jacket like this. It also gets caught in the fleece lining every time you want to zip the jacket up. This is a New Zealand company & the jacket is a rather flimsy jacket and a cold wind gets through.
I should know better than to buy clothes or shoes on line as every experience has been bad. Never again though, better to go without.

Bought a MACPAC $300 jacket. Within a year the side pocket zips seized (coroded). Within 2 years the front zip broke were the slot goes in, now cant do it up. Very cheap zippers, stitching on jacket also poor.

Extremely poor Customer Service following product failure after 3 days.

Prior to a recent trip to Japan, I purchase boots (shoes) from Macpac worth well over $100.00 and therefore assumed they were of good quality. The product failed after 3 days of where and after contacting Macpac Customer Service, there initial response from appropriate, however they have failed to provide ongoing Customer Service and are completely non-responsive to deal with a product of theirs that has broken after 3 days of use.

Very disappointing, I would not recommend purchasing their product their online or instore based upon the product quality and very poor Customer Service

Great product and price. Had to deal with customer service and they were great. Delivery took 3 days to the country. No complaints from me.