mountkiwi.co.nz Opiniões 

Resposta da mountkiwi.co.nz

16/07/2026

Hi John,

Thank you very much for taking the time to leave such a thoughtful review. We really appreciate your understanding around the international shipping costs and are pleased we could put the XL aside for you while your original jacket was being returned.

Most importantly, we’re delighted to hear you’re happy with the quality of your jacket and feel it was worth it.

Thanks again for your recommendation, John. We hope you get many years of wear from it.

Kind regards,
The Mount Kiwi Team

Resposta da mountkiwi.co.nz

Actualizada a 6/07/2026

Thank you for your feedback. As your review has been updated several times & raises a number of points, we would like to respond clearly.

You described the garments as “cheaply made”. Prior to this review, we had received no correspondence from you advising of any fault, defect, or quality concern. When a customer raises a quality concern, we need to establish whether the item is faulty, because we provide free return shipping or collection for faulty items.

This is why we contacted you at the phone number provided. We do not “grill” customers returning full-price items for change-of-mind reasons. No reason is required. However, if a product is described as “cheaply made”, it is reasonable for us to ask whether there was a fault on delivery, as this determines whether we cover return shipping.

You also described the garments as “poorly fitting”. Our records show the size ordered was dispatched. We understand fit can be difficult online, which is why we provide size guides and garment measurements. Although NZ retailers are not required under the Consumer Guarantees Act 1993 to offer change-of-mind refunds, we choose to do so for eligible full-price purchases for the express reason customers cannot try items on before buying.

Regarding return shipping, we agree shipping within NZ is expensive. We were pleased to provide you with free shipping on your purchase. However, our Returns Policy states return shipping for change-of-mind returns is the customer’s responsibility unless the item is faulty, incorrect, or not as described. We have no control over NZ Post’s or any carrier’s charges. We asked what NZ Post had quoted because, if the parcel had not yet been sent, we may have been able to provide you with a more cost-effective return option.

Our rural delivery return address is stated on our website, in our Returns Policy, and on the returns form included with each order. The $10 restocking fee is also disclosed before purchase and again on the returns form.

You also stated you didn't receive the advertised free beanie. We ask customers on our website & returns form to please contact us immediately if any item is incorrect, faulty, or missing, so we can resolve this promptly. Prior to this review, we had received no message advising that a beanie was missing. Had we been contacted, we would have dispatched one immediately.

You have said you would rather shop hand-knitted and local. We appreciate this and encourage customers to shop in whatever way best suits their needs and preferences.

We are sorry you felt the phone call was aggressive. That was not our intention. The purpose was to clarify whether there was a fault, whether the return had already been sent, and whether we could assist. However, when the conversation became unproductive and disrespectful toward our staff, we advised the call needed to be ended.

Regarding social media, our pages are moderated for abusive language and swearing. People choosing to communicate this way will be blocked. Customer service remains available by email and phone for order, return, refund & missing-item matters.

You stated we received your return 13 days ago. We invited you to provide return tracking confirming this, but no tracking confirming that date has yet been provided. However, NZ Post tracking number 00894210392746347632 for your order shows that 13 days ago, you had not yet received your purchase, so your return could not have already been delivered back to our warehouse.
Our records show your return was scanned into our warehouse by NZ Post on Wednesday, 1 July. At the time of this response, that was 5 days ago, not 13. Returns are processed within 4 business days, and your return is scheduled for today or tomorrow.

We remain happy to assist with change-of-mind refunds, product concerns, missing items, returns, exchanges & refunds. Where a review contains claims requiring clarification, we believe it is fair to respond with the relevant facts, regardless of length.

Resposta da mountkiwi.co.nz

25/06/2026

It is disappointing, though telling, that being asked to respect the same clearly published sale terms as every other customer has resulted in a 1-star review.

What this review does not make clear is that this was not a case of us refusing to help with a fault, incorrect item, or issue caused by Mount Kiwi. This was a change-of-mind/fit preference request on a final-sale purchase, despite our sale terms being made clear before purchase.

The customer then attempted to pressure us into making a special exception, including statements such as, “If you’re not going to find a resolution, you leave me no option but to find a resolution elsewhere” and “I’ll give you until Monday to respond.”

That is not a reasonable request. That is an attempt to force a business to disregard its own published policy because one customer does not want it applied to them personally.

Our sale terms applied to everyone. They were clearly published on our website, product pages, Returns Policy, Sale Terms & Conditions, and invoices. Detailed size guides were also provided so customers could choose carefully before purchasing.

We do not believe it is fair, ethical, or respectful to the more than 1200 customers who honoured those same terms, to then quietly change the rules for someone because they apply pressure, issue deadlines, or threaten escalation.

A returns policy is not something a customer can agree to at the time of purchase and then reject later because the outcome no longer suits them.

While we are pleased the customer acknowledges the products are well made, the expectation that Mount Kiwi should create a separate set of rules just for him is unreasonable. Leaving a 1-star review because we would not do so sadly says more about the reviewer than it does about our business.

We stand by our products, our published policies, and our commitment to applying those policies consistently and fairly to every customer.

Resposta da mountkiwi.co.nz

16/07/2026

Hi Amanda,

Thank you very much for taking the time to leave a review. It’s great to hear you’re impressed with the quality of your jacket, our communication and the delivery time. Less than a week to rural Queensland is an excellent result.

We hope your jacket keeps you warm and gets plenty of wear for many years to come!

Kind regards,
The Mount Kiwi Team

Resposta da mountkiwi.co.nz

16/07/2026

Hi Veronica,

Thank you very much for your review. It’s great to hear your jacket is still looking good and feels like “putting on a hug” — we love that description! :-)

We’re also pleased the free beanie has been keeping you warm. Thanks again for your recommendation. Super appreciated!

Kind regards,
The Mount Kiwi Team

Resposta da mountkiwi.co.nz

16/07/2026

Hi Leanne,

What a great birthday present for your husband. The Waiouru Ranger is made to be warm, comfortable and hard-wearing, so it’s good to know he is enjoying all three :-)

We’re also glad we could help with your questions and make the ordering process straightforward. We hope he gets plenty of wear from his jacket for many years to come.

Kind regards,
The Mount Kiwi Team

Resposta da mountkiwi.co.nz

11/02/2026

Your review 100% misrepresents the facts & nature of our interaction. You placed your orders on a Thursday. Your order confirmation email clearly states orders are dispatched within 3 business days (Mon-Fri). Our website Shipping page states the same. At the time you sent your email (on Saturday, outside business hours) only 1 business day had elapsed. There was no delay, no failure to ship, & no false advertising.

Your first & only email to us did not request clarification. Instead, you accused us of falsely advertising stock availability, asserted (without basis) that we were 'selling out-of-stock items', claimed we were “holding your money for an indeterminate amount of time,” & demanded a refund within 24 hours under threat of a chargeback - despite our published dispatch timeframe not having been exceeded.

Personal anxiety, fear of online scams, or negative experiences with unrelated companies are not an excuse for failing to read your confirmation email, ignoring the shipping timeframes published on our website, or communicating in an aggressive & accusatory manner. A polite request for clarification would have been sufficient.

Our response addressed your incorrect assumptions directly & factually, explained our dispatch process, confirmed your orders had already been prepared for courier collection, & clarified that your claims were unfounded. That response was firm, polite, and entirely professional. We stand by both its tone & content.

We do not advertise “100% premium cotton,” we do not sell products from China, and your comments about “nylon trash” and Facebook advertising practices are wholly unrelated to our business or our products.

Due to the aggressive & accusatory nature of your email (including the chargeback threat where no breach had occurred) we chose to cancel your orders, issue full refunds, & decline future custom. This decision was deliberate, appropriate, & final. You've since characterised our response as “arrogant,” “rude,” “contemptuous,” & “absolutely disgusting.” In the interests of transparency, we are publishing below the firm but professional response you ACTUALLY received, so readers can judge for themselves.

"Hi Oliver,
Thank you for your email.
We need to address your opening assumption first.
You state that because 72 hours have elapsed, you have “to assume the items you purchased were not in stock, or only partially in stock". There is no factual basis for that assumption.

- Items that are out of stock are either not available for purchase, or they ARE available for purchase on pre-order, and the fact they are on pre-order is made abundantly clear throughout the entire customer purchasing process. There is no scope for confusion. The items you ordered were neither out of stock nor on pre-order.

At no point is a 72-hour turnaround advised.

Our shipping system confirms shipping labels for both orders were created yesterday (Friday). This means both parcels were fully prepared & placed in the warehouse pick-up bay, ready for the next available courier collection. Couriers do not operate Sat-Sun, so pick-up was scheduled for Monday. This is standard logistics practice & does not constitute a "failure to ship".

Your suggestion that funds are being “held for an indeterminate length of time at the seller’s convenience” is also false. Payment processing follows standard, regulated timelines & is not discretionary.
What we do not appreciate is the tone & content of your email: making unfounded accusations, drawing incorrect assumptions, and threatening a chargeback where no breach has occurred. This behaviour is inappropriate & unnecessary. As a direct result, both orders have been cancelled, and full refunds will be processed.  No future orders will be accepted. We don't engage with customers who communicate in this manner. We recommend in future you review shipping information prior to purchase & refrain from ordering if those terms do not suit you.

Kind regards,
Julie"