Macpac Adventure Hub Fountain Gate 67 Overland Drive, Narre Warren, Victoria 3805

"Went in and was after a puffer vest, didn’t have my size available in-store, but employee (i can’t remember her name) called every Vic store that was showing stock to her the item transferred to Narre Warren (my closest store), as it also wasn’t available online!!! Super helpful"

"Generally a good store with good customer service BUT the last time I went to the store was a very bad experience. In short, the team member at the counter who was a white lady of mature age made a racist comment to me that was totally unacceptable and inappropriate. This experience goes to show how one team member’s poor service can ruin the reputation of a good store. More detail: I went into the shop on 24/07/2023 at about 12:35pm and asked to get a halo jacket exchanged for one without the hoodie. The tags were missing so the lady called up the manager and together they made the decision that the jacket was not suitable to be returned on the basis of having some marks on it and the fact that I had worn it once. I thought this decision was fair. However the problem occurred when both the manager (who was also a lady of mature age) and the team member lady were discussing whether the jacket was suitable to be returned. As the team member lady was checking the quality of the item she made the following racist and stereotypical comment; “it smells like curry”. I am of south Asian decent so you can see where the stereotype comes from. The thing is that the jacket was never worn when eating and it was only worn once during a walk outside, in fact it was very difficult to see how it smelt like curry at all. Regardless, how this comment made me as the customer feel is what matters (this is what determines the quality of customer service). If management is reading this, I challenge you to take the right action and train staff to be better than this and select staff more carefully for their positions because this will benefit future customers and ultimately the success of your business. Nowadays it is rare to see such racism in Australia but there still is some going around like this one. Come on, we can do better than that."

"Staff couldn't have been more. Happy to help, boni pushy sales and make an effort to see stock availability at other stores. There are 2 stores at Fountain Gate with a small store inside Westfield. I needed the larger store and am pleased it's on the outside with easy parking."

"Have been a long term customer of this store, however last week I walked in to purchase the Suunto 9 ....some young ladies came to assist me.....then I was referred to the older gentleman who wasn't particularly helpful....he wanted to sell me the display model that they had ....for the same price... Apparently this model was not in stock, and that is where the customer service or lack of .....ended. He couldn't be bothered to help find me the Suunto 9 or something equivalent. That's ok ....I purchased the Garmin Fenix 9 pro elsewhere where the staff were rather helpful..."

"Many thanks to Emma for going above and beyond in assisting me in purchasing a puffer jacket for my wife. Friendly and helpful service."