Kathmandu Melbourne CBD - Galleria — Local services in Melbourne

short story - the worst customer service experience, let alone human interaction experience that I can remember having in years! The young guy with spacers and curly dark hair that works on the upper level, needs to be fired. A nasty, frustrated, arrogant guy who should go find a job worthy of him because he obviously has no value for the job he does now. After working as a team leader and a team member in the retail sector for years, the behaviour and outward hostility still shocked me. He is the reason why so many have given up on the human race and why so many now value self service rather than human interaction. And the on duty manager needs to do some confidence and complaints handling training. I'm contacting Kathmandu head office tomorrow in regards to a refund of a giftcard gift that was supposed to commemorate a positive thing in my partners life, but has been turned into something truly negative.

long story- went into the city purposely to visit this large store as I'd gotten my partner a giftcard for our wedding anniversary a week ago. At the register upstairs to purchase an item, we were served by a young tallish guy with small spacers and a head of curly dark hair. After giving my details to locate my membership, my husband confirmed the price that the item was going to come to. the staff member gave us a higher price and explained with the discount it goes down. The price was still higher than what we had seen on the website, he queried if it was different online and got no response and so my husband apologised and asked him to give us a second. I then spoke to my husband as I was using my phone to look at the website and mentioned to my husband that maybe the one online was a different one. From the side I could see the staff member had put his hands in the bench, leant his body down so that his head was near his hands and he was curled over. I ignored this rude body language as I was trying to be quick and as he came up again he said to us "AS I said, the price goes down to......" the tone he used to say the "as I said" was not a helpful reiteration type of tone but a rude tone like we'd forced him to repeat something. I said to him that I actually wasn't talking to him and that I was obviously speaking with my husband , who had asked him to give us a second and that I was querying if it was the same product". At this stage there was so much disdain coming from him and he laughed at us, for what I'm not sure, but he did. a snickering laugh that made me grab the giftcard back and made my husband ask if there was a problem here, to which he said there was no problem. he refused to give his first name to my husband and I walked away. Before leaving the store I went up to a made up lady with blonde hair in a ponytail and told her that if she ever gets bad feedback from customers about him, that it's all true. My husband then asked her to provide the guys name that had served us. she said she wasn't sure she could give it and then pointed us to the manager standing next to her, well he was until we'd started speaking but when we had come over and a complaint was obvious he had actually not said a word, he actually moved further away to try and avoid the interaction and dealing with it. we then left the store. Honestly I was flabbergasted. I will be requesting a refund from Kathmandu, will never spend another cent in one again and will share my experience with everyone I can. I'm a big believer in quality customer service and of being a good person to others and not negatively impacting other peoples day and lives, but I'm also very tolerant and understanding of the toll face to face retail can have on you sometimes. But this behaviour goes beyond anything and is inexcusable. In a climate where people have lost their jobs and where so many people need employment, this was disgusting. On the pros side I didn't contribute to this stores budget ( when they were so quiet that they obviously cant be achieving it) and that the staff on ground level and the short haired brunette lady upstairs was...

Absolutely worst customer service. Like many people commented earlier, the staffs wont attend even if you request for help. I went to the store to purchase a puffed jacket and I returned it because I hated the entire experience. I was hurrying up thinking the store closed at 5 but they advised its closing at 6 and were unhappy because of the extended hours. Only one person named Wendy took some interest and helped me. The others ignored me and acted as if they were rearranging an already organised rack. Worst of all, a staff directed me to another one because she had some other work to do and hid in the storage at ground level. I ended up dealing with Kate, who was super rude and restless.

When she came to help, she was having this weird attitude and tone and asked “how can i help”? i said I’m looking for a jacket with a different size.. She said “So, how can i help?”.. And kept cutting me off saying “ how can i help “ 4 times. She thought it was cool.

When I asked her more questions about certain collections in your website she got more annoyed and said this is all we have.

Since I was browsing through the collection for more than 15 mins. She saw me and remarked “ Oh, you’re still here?!” When I went to bill she remarked randomly that if someone had walked 15 mins before closing I get irritated because we dont get paid for the extra time we stay and she was unhappy with the extended time. She commented that the CEO had tried to shop one day and realised that the store closed early. Hence, they extended the hours. I wasn’t sure how to react to that.

Prior to this, i had gone to DFO south wharf and found a staff named Josh who was also not very helpful. I have also called to enquire about store timing, he was super blunt in the phone saying DFO shuts at 6 but we close at 5. So if you want come to store.

All your staffs lack basic manners and require customer service training.

Overall, it was very bad experience. I will never recommend this store or...

if you are thinking to purchase Kathmandu products online, then you should rethink very carefully because their company put customers in a very vulnerable position when any problems appeared Long story in short I purchased two jackets from Kathmandu and shipped to Taiwan, after waited for two weeks , Kathmandu said they couldn’t allocate the shipment so they asked me to wait until they figured out where this shipment going. So wait for another few days, they said they couldn’t allocate the parcel nor have same items I purchased in their stocks so they asked me to replace with similar quality products, okay, fine, I accepted and they replaced and finally this shipment been delivered yesterday,which took over 1 month, my mum told me “ why you buy something we have to pay for it for them” I said” what do you mean you pay for it?” She said “ DHL just charged her $150 , when this shipment was delivered “ I couldn’t believe that they charged my parents $150 , which almost 40% of the total value of the product. I rang Kathmandu and they said this was some tax surcharge may eventuate when a parcel delivered in a country and this was controlled by them. After all of this, I could understand that some surcharg may require to release the product from custom but if they could inform me beforehand then I could have paid for this surcharge rather than paid by my parents, which was pretty bad impression

In the end, after all of this, Kathmandu only used one link and told me that cannot responsible for this cost but wouldn’t mind to give us the $30 voucher?!?!??!? Very very bad impression...