Kathmandu Australia - Head Office

Trying to get an email for head office to lodge a complaint about customer service and impossible.21 days after returning a product and no refund or contact. When I contacted customer service I was told changes in distribution centre have led to delays. Apparently must have a lot of products coming back for refunds if they cant find mine in 21 days and cant give an estimate (or toss) when it will be found. They will advise me by email when it turns up. Thanks Alice.Have I registered it with a tracking number? Cost me enough to send it back from WA without that. I opened one package to look at the top. Apparently that may invalidate any refund?I try to deal online with stores based in Aus for efficency and trustworthiness. Waste of time with Kathmandu, their customer services matches the country where most of their items are made.

II recently bought a pair of sandals from the Kathmandhu store at Pagewood, Sydney.

I asked for size USA 8.5, but was told by the sales staff that the sandal I wanted did not come in half sizes. I was replacing these sandala which had been damaged, and I told staff that I was certain they did, as I had bought it in size 8.5 only two weeks before from another store. Staff again insisted that the sandal did not come in half sizes. Based on staff's asurances, I assumed that I had made a mistake and so purchased size 8, even though it felt a bit snug, because the size 9 was too big. When I got home and checked the older pair of sandals I noted that they were in fact 8.5!!!! I returned to the store to ask for a refund, but they REFUSED!! - saying this was their policy. I have lodged a complaint with the Department of Fair Trading.

I am hoping for a positive result from Dept of Fair Trading - but I will NEVER shop at Kathmandu again until they bring their returns policy,

I LOVE your stores, staff & quality products - but this is a review of Head Office.



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