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Kathmandu
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Kathmandu
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Kathmandu

Kathmandu is a popular outdoor clothing and equipment retailer based in Australia. With a wide range of products including jackets, tents, and backpacks, Kathmandu caters to the needs of outdoor enthusiasts. Some common complaints about the business include issues with customer service, delivery delays, and product quality. However, it is important to note that these complaints may vary from customer to customer.

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COMPLAINTS SENT THROUGH AJUST

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Retail

Refund process

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
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Refund process

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June 21, 2024

Uncomfortable and unprofessional experience

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Kathmandu

To Listen

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Do you manage complaints for
Kathmandu
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Retail

Refund process

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My complaint was closed by Ajust.
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A

June 21, 2024

Customer seeks refund and apology from kathmandu rouse hills store due to rude receptionist behavior during return process.
Customer Service Manager Kathmandu Rouse Hills, NSW Dear Customer Service Manager, I hope this letter finds you well. I am writing to express my disappointment and frustration regarding a recent experience I had at your Kathmandu Rouse Hills store on [Date of Visit]. Despite my efforts to resolve a refund issue in a courteous manner, I encountered unacceptable behavior from one of your receptionists, which has compelled me to bring this matter to your attention. On [01/06/2024], I visited your store and purchased a product valued at $192.00. Regrettably, upon returning the product on 21/6/2024 in pristine condition and providing both the receipt of payment and proof of payment from my card, I encountered unnecessary hostility from the receptionist at the counter. Despite my clear evidence, she was aggressive, non-cooperative, and extremely rude throughout our interaction. Furthermore, I was disregarded and ignored while standing at the counter, which made the situation even more uncomfortable and unprofessional. This experience was one of the worst customer service encounters I have ever had, especially considering that I had acted in good faith and followed all necessary procedures. It is important to note that the receptionist seemed unaware of the fact that virtual and physical card numbers do not always match. This lack of understanding suggests a need for proper training in dealing with customers and handling refund processes effectively and respectfully. I believe in the quality of Kathmandu products and have been a loyal customer for a considerable time. However, the treatment I received contradicts the standards of customer service I expect from your reputed establishment. In light of this incident, I kindly request a review of your customer service protocols and training programs to ensure that all staff members are equipped to handle similar situations professionally and courteously in the future. I appreciate your attention to this matter and look forward to your prompt response. Please feel free to contact me at 0466559850 or via email at ajaysinghfz@gmail.com if you require any further information regarding this issue. After another male staff member easily understood my problem and refunded me after 2 hrs but the experience i faced will be unforgattable. Thank you for your understanding and anticipated cooperation. Sincerely, A.Singh

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Retail

Refund process

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
A
Refund process

A

June 21, 2024

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Resolved < 48 hrs

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how to raise a complaint with

Kathmandu

The best way to resolve an issue with 

Kathmandu

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Retail is a large and dynamic industry with lots of moving parts. Despite their best efforts, sometimes things go wrong with retailers. Whether it's a faulty product, customer service issue or incorrect details online, Ajust is here to simplify the complaint process so that you can get heard.

When you have a difficult experience with a retailer, it can be difficult to understand where to send your concerns. Ajust makes it easy to create and sent your complaint to the business so that you your story is heard. Whether it's in-store retail or online, Ajust's intuitive platform is here to help.

How to complain to

Kathmandu

Ajust helps hundreds of people each month by making it simple to share your story. By making sure your complaint includes the right information and gets sent to the right place, Ajust gives you the best chance of a resolution. Here are some things to consider before getting started.

01
Describe the issue and how it affected you
Help the retailer understand your issue by explaining what went wrong, such as a faulty product or a customer service issue. Give the retailer additional context by sharing how the issue affected you.
02
Consider how you’d like the retailer to resolve your complaint
Outline the action you are requesting the retailer to take to resolve your complaint, such as a replacement product or an apology for your negative experience.
03
Gather any materials that support your complaint
Share any files that might help the retailer understand the issue to give the best chance of a faster resolution. This could include a photo of a faulty product, receipt, or order confirmation.
04
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Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

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Consumers and businesses can pay Ajust for extra support to resolve complaints.

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Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

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