Gearshop Arvostelua 

After placing the order Monday last week and hearing nothing I called the Gearshop offices after 5 working days. I was informed that the order couldn’t be fulfilled because they didn’t have the same colour dry bags I had ordered. This is not an issue as the colour is immaterial but the wait is as I am going traveling at the end of this week. The order was then sorted by the staff and I received a notification that it was on its way. Two days later I received an email saying that due to a stock error the sleeping mat I had ordered was not actually available. Nothing was mentioned about the sleeping mat when I called which was the most fundamental item of the order.
This is the 3rd order I have placed with the Gearshop and two have been very late on arriving.
This is the last time I will buy anything from this company as their entire system is a shambles. Macpac Nz have always delivered on time so I am transferring my business to them.

This is extremely disappointing as I now have a few days to scramble for the equipment required for my expedition.
EXTREMELY POOR SERVICE, LOOK ELSEWHERE!!!

Easy ordering system and goods delivered on time!

good feedback re shipping and arrived in time

Gearshop saved me around $100 for some trekking poles compared to major retailers. Their delivery was fast and the goods arrived undamaged and as stated. They have a great selection of gear at the best prices.

Great prices and prompt delivery. Highly recommended.

I picked Gearshop because of the dispatch/delivery times listed and reviews. I ordered an item I would need on the 13th January on the 2nd of January, so there were public holidays and end of Christmas season. I panicked on the 8th and sent an email, since it wasn't a very long window and I may have to make new plans, and with the idea that they can't help if they are unaware that I'm on a deadline. Was told the item I'd ordered wasn't available which was disappointing, still they suggested an alternative item or the option of cancelling the order for a refund. I said if they could send the alternate in time to arrive for the trip it should work, they sent it out on the 10th, and it has arrived in time (today the 12th), very delighted! Excellent correspondence (email) and assistance, resolved well, I liked both the options they made available, particularly given the timeframes I was working with (time was part of why I chose them though).

Great price and service, highly recommended.

I ordered the relaxed fir duck washed Sherpalined jacket. First off it took several weeks to arrive even tough I paid a large shipping fee. The ad description said made in USA nope it was made in China. The elbows were supposed to be suede nope looked like painted on material. I contacted customer service and they said it was good quality and offered me a discount on my next item. I would never buy anything from this company again.

Slow dispatch times. Order was placed Friday and dispatched Thursday afternoon. Just be aware of this if purchasing and expecting it to be quicker as they do have it in their T&C's dispatch of 3-5 days.

Original review was written Thursday mid day and said "has not been dispatched at the time of writing this" by the time the review was approved and published the order had been dispatched.
Following this i received a very confronting phone call from someone at Gearshop saying i was lying and my claims were completely incorrect

Ordered an item online 7 days ago. Still hasnt been dispatched. Still havent recieved a dispatch notice.
Website advises that 95% of orders are delivered within 5 days. I guess the other 5% dont even get sent out in that time.
No reply to emails.
Dont answer phone calls.

7 days after order still no dispatch notice or reply to emails until i placed this review.
Then told they dont have the product advertised. And offered refund.
Refund has been processed but will take up to 10 business days.
Funny how my payment was processed immediately.
Still one star.

I purchased an item which broke within 2 months of ordinary use and felt that it didn't meet quality standards under consumer guarantees, nor the lifetime warranty for the particular product.

When I emailed Gearshop about it, I received a dismissive reply saying that I was at fault and it wasn't covered. This is where it went wrong - as a customer I would expect them to at least check with their supplier before communicating that to the customer.

I queried this with regards to the law and guarantee, via email, but received no response in several days. So, assuming I was being ignored, I left 2 negative reviews on websites and bought another bottle elsewhere. Gearshop responded both promising to help resolve it and also making a rude remark saying they were less inclined to try and help (due to a misunderstanding of the review process, it turned out) which was a bit confusing to me.

In the end, Gearshop did follow through on their promise, contacted the supplier and organized a replacement product for me. As they didn't have the exact one in stock, they were helpful and forthcoming with finding a similar product that would be suitable. All of these communications we're friendly and helpful - what I would have expected from the start.

I just wish that that's how the interaction had taken place to begin with, rather than all of the unnecessary stuff in the middle.

Gearshop have proven to me that they do have what it takes to provide a great customer experience and I would encourage them to start off with hearing, not dismissing, a customer's concern to begin with.

Service was excellent. I spoke to someone on the phone who confirmed the product I wanted was in stock and could be shipped out immediately. I completed the order on line and within a few days it arrived. I’m a very happy first time customer. Would definitely recommend.

Like a true wazzock, I bought something which turned out to be the wrong item. No matter! I took it back to the shop and received a gift card credit in my inbox in minutes. Great service, I always check Gearshop first!

Selection outdoor gear. Speedy service value for money. What more can I say. Best online outdoor shopping in New Zealand.

Loves these guys- they always do their best. Honest and reliable

Always has competitive prices. Helpful if there are after-purchase issues. Fast and efficient shipping. Can’t ask for anything more.

Great online store and variety of products
Received products in a very timely fashion and very happy with quality of products

I was a repeat customer and had a pleasant shopping experience with Gearshop up until now. My last order however changed what I think about them. I placed an order and paid for it over the phone on 28 June. Today is the 18 July and I am still waiting for it to arrive. I never received a confirmation email or a courier tracking number. I repeatedly emailed them - no reply. When I finally managed to speak to them, they mentioned something about delays from one of their warehouses, but said it was shipped a while ago blaming NZ Post for being slack. I've emailed them twice to provide the tracking number for proof, you guessed it...no reply. That was more than a week ago, still waiting for my order to arrive. This is very poor and evasive customer service. Won't go near them ever again.

IN RESPONSE TO GEASRSHOP'S REPLY: "You just need to let staff do their job..." - this is ridiculous; there is no pro-activeness. Also, if "Tracking numbers are emailed automatically when orders ship out", why haven't I received that email, when they verbally state that items have been shipped a while ago. It doesn't matter how small your team is; it is about honest comm's and front-footing delay issues. It's just not good enough!

Postage is always fast. They have had the gear i've wanted at a cheaper price than anyone else

Love the stock selection
Hunting
Camping
Tramping
MTB gear
Would love it if I could use Afterpay