Bivouac Outdoor Newmarket — Local services in Waitematā

Entered shop looking for hat/caps, I did have a small backpack on and a water bottle I was carrying, male staff member approached me at the hat stand but did not speak, crossed his arms and observed me trying on a cap, I realised that I was being profiled as a potential shoplifter as opposed to a potential customer, he drifted off back to counter area and as I do like the gear being offered at your shops I proceeded to the counter to purchase the cap, I was then asked if my water bottle was mine or stock item, explained that as the bottle was full of water it most probably mine , hey guys I like the gear your shops stock, I’m always either looking and or buying in these stores, but I really think you need to train your team on better profiling of customers before too many become offended, a lost sale due to a dissatisfied customer can often have a greater effect than item that has been...

I discovered Bivouac 6 years ago when I moved to NZ and it's been an amazing place to get the best quality / value for my outdoor adventures. I've been to all of their auckland locations and while staff are always helpful, I have to give a huge shout out to Holly! She spent at least 20 minutes (probably more) making sure I had everything I needed for my upcoming trip. Making recommendations, truly trying to understand the climate changes and terrain I'd be experiencing so I wouldn't be disappointed. She even found clearance items that fit what I was looking for and saved me money. She also checked inventory at other stores and made several calls to ensure the item was truly there before we ordered it. This is probably the best customer service I've ever had regardless of the country I've lived in. Big thank you to Holly for going the extra mile I really appreciated all of...

After spending well over $400 there on hiking gear, and dealing with a pushy sales man trying to get me to buy two of everything, I realised I wouldn't be able to take the gas canisters I had bought on the plane with me. Went back for a refund with my receipt, but was refused saying they don't take gas back. Now, I get where they are coming from, but it obviously hadn't been used, I even suggested they can weigh it to confirm that all the gas was still there. Plus, it was only $17 worth of gas. For the sake of decent customer service I think most places would refund that considering all the other stuff I bought there. So left with no refund, and will never shop there again, would advise against buying from them - plenty of other good outdoors shops in the area - Kathmandu, Icebreaker etc. with much better...