Had an issue with Kathmandu? Get a real response.
Adventure and outdoor retailer Kathmandu operates multiple stores throughout Australia and offers online services for shopping and delivery.
Whilst often reliable, Kathmandu customers do come across some issues, such as missing or delayed orders, product quality issues or faults, return and refund issues, or occasional poor customer service experiences. If you wish to complain to Kathmandu about one of these issues (or anything else), these are your options.
Kathmandu operates an email and online form for complaints and customer service, you can also phone 1800 333 484 to speak to staff directly or visit a store personally. Quick questions are best resolved via Kathmandu's online chat service.
To craft a solid complaint make sure you include your order number/receipt, product details, photos of the issue (if needed) and your contact information. Be clear about the resolution you're hoping for, whether it be a replacement, repair, or a refund. You should receive a response from Kathmandu within a matter of days, but if it's been over a week without hearing anything try following up.
If your complaint is stuck, try escalating by asking for a manager or supervisor to review it. You can also take your complaint externally to your state or territory's Fair Trading body for mediation or to the ACCC for serious or repeated breaches. Ajust's AI Agent can provide further guidance if you're feeling lost.
How to submit a complaint with Kathmandu
1. Email or Online Form
Email support@kathmandu.com.au or submit the Help Centre form. Include:
- Order number or store location
- Product details
- Photos (for faults)
- Your contact info
2. Phone (Fastest for urgent issues)
Call 1800 333 484 — Mon–Fri, approx. 6:30am–5pm AEDT. Use this for time-sensitive problems or stalled orders.
3. Live Chat
Available during weekday support hours on the Kathmandu website. This is great for quick answers or logging initial details.
4. In-Store
Take the item and receipt to any Kathmandu store. Managers can assess faults and often process exchanges or refunds on the spot.
Tip: Provide all details upfront to avoid back-and-forth delays. If you lodge your complaint on a weekend, expect responses early the following week.
Once you’ve lodged your complaint, Kathmandu follows a fairly standard process, though response times can vary during busy periods.
1. Acknowledgment & Case Number
You’ll receive an automated email confirming your complaint and issuing a ticket number. If you submitted via phone, ask the agent for that reference.
2. Case Review by a Representative
A support rep reviews your details. They may request:
- Photos of faults
- More information about delivery issues
- Clarification about store interactions
3. Timelines
While many customers receive responses within 24–48 hours, others report waiting 5–7+ days during peak periods.
If you don’t hear back within 3–5 business days, send a polite follow-up including your case number.
4. Investigation & Resolution Offer
Depending on the issue:
- Faulty product: refund, repair, or replacement
- Late or missing orders: tracking investigation, reshipment, or refund
- Wrong item shipped: express replacement + prepaid return label
- Service complaint: escalated to store or area manager
5. Final Resolution
Kathmandu processes the agreed remedy. Refunds go to the original payment method, exchanges are shipped or arranged in store.
6. Follow-up
You may receive a feedback survey or confirmation email. If you’re still unhappy, reply to keep the case open.
Common complaints against Kathmandu
Consumers frequently report:
1. Delivery Delays / Online Order Issues
- Late Click & Collect orders (2–3 days becoming 10+ days)
- Website glitches during major promotions/sale events
- Items stuck in carts or orders not updating
2. Product Quality Problems
- Shoe soles detaching prematurely
- Down jackets losing feathers
- Zips breaking
- Luggage wearing out after minimal use
3. Return & Refund Difficulties
- Slow refund processing
- Inconsistent store decisions
- Delayed replies from online support
4. Slow or Unresponsive Customer Service
- “We’re busy” auto-emails
- No replies for 7–10+ days during peak seasons
5. Incorrect or Mismatched Items
- Shoes arriving as two different models
- Wrong colour or size sent
6. Poor In-Store Experiences
- Staff being dismissive or unhelpful
- Inconsistent product knowledge
Kathmandu complaints submitted through Ajust
I returned a $190 item to Kathmandu Rouse Hills in perfect condition with both my receipt and card proof, expecting a straightforward refund. Instead, I was met with hostility and confusion over my card number, then left waiting at the counter feeling ignored. It took two hours and another staff member to process the refund. The complaints process shouldn’t be this difficult - Aaron
How other consumers Kathmandu complaints got resolved
Click & Collect Delay: An order took 10 days instead of 2–3. The customer couldn’t cancel it. A refund was issued once stock arrived and a goodwill discount was provided.
Mismatched Shoes: A customer's shoes arrived as different models. Kathmandu expedited the replacement, provided a prepaid return label and a voucher.
Travel Bag Failed: The rubber on a bag wore through immediately. Kathmandu organised a replacement bag at the next travel destination's store.
If your issue isn’t moving:
1. Ask for a Manager
Request to escalate your case to a team leader or customer service manager.
2. Contact Head Office / Customer Relations
A formal written complaint (including your case number + timeline) will be taken seriously.
3. Use Social Media for Visibility
A public post often incites internal escalation.
4. Cross-Region Support
If Australia support is backed up, NZ support may nudge the Australian team internally.
5. Set Clear Timeframes
Ask for a substantive update within a specific timeframe (“by end of week”).
If Kathmandu refuses a fair remedy, you can escalate externally:
1. State Consumer Protection (Fair Trading / Consumer Affairs)
Handle disputes about faulty goods, denied refunds, delays, and misleading conduct.
These bodies can contact Kathmandu on your behalf.
2. ACCC
Use for systemic issues, misleading ads, or repeated breaches of consumer law.
They don’t resolve individual disputes but influence outcomes through pressure.
3. No Retail Ombudsman
Retail isn’t covered by an ombudsman in Australia, Fair Trading is your pathway.
4. Small Claims Tribunal (VCAT/NCAT/QCAT)
If necessary, lodge a low-cost claim for unresolved disputes.
Most Kathmandu issues resolve long before you need external help, but knowing your rights speeds things up.
- Kathmandu Help Centre: https://help.kathmandu.com.au
- Submit a Ticket / Contact Guide: Help Centre → “How to Contact Us”
- Customer Service Email: support@kathmandu.com.au
- Freephone: 1800 333 484
- Store Finder: https://kathmandu.com.au/stores
- Returns & Warranty: Kathmandu Returns & Warranty Policy
- Australian Consumer Law: consumerlaw.gov.au
- ACCC Repair/Replace/Refund: accc.gov.au
- Kathmandu Social: @KathmanduGear on Facebook & Instagram
Kathmandu Complaints FAQs
How do I submit a complaint to Kathmandu the right way to get a faster response?
Kathmandu complaints can be submitted by email, phone, live chat, in-store, or social media. Email support@kathmandu.com.au or use the Help Centre form for a written record, or call 1800 333 484 for urgent issues. Always include your order number, photos of faults, and clear contact details to reduce back-and-forth and avoid delays.
How long does Kathmandu take to respond to a complaint?
Kathmandu typically responds to complaints within 24–48 hours, but during busy periods it can take 5–7 business days. You should receive an acknowledgment email with a case number after lodging your complaint. If you haven’t heard back within 3–5 business days, send a polite follow-up with your reference number to keep your case moving and avoid it stalling.
What resolution can I expect from a Kathmandu complaint?
Kathmandu complaint outcomes usually include a refund, replacement, repair, reshipment, or explanation depending on the issue. Faulty products may be repaired or replaced, while missing or incorrect online orders are often resent with a prepaid return label. Refunds are processed to your original payment method. Being clear about the resolution you want can make the approval process faster.
What can I do if Kathmandu ignores or refuses my complaint?
If Kathmandu does not resolve your complaint, you can escalate internally or contact Fair Trading under Australian Consumer Law. First, ask for a manager or submit a formal written complaint with your case timeline. If that fails, lodge a complaint with your state’s Fair Trading or Consumer Affairs body, or consider a small claims tribunal such as VCAT, NCAT, or QCAT for unresolved disputes.
You’ve done your part, now it’s time to hold Kathmandu accountable.
Take the final step and submit a complaint that gets seen and responded to.