mountkiwi.co.nz Reviews 

Antwoord van mountkiwi.co.nz

19 aug 2026

Thanks Leslie....those early Whakamarama dog walks sound like a pretty good test for a winter jacket! Great to hear the 50 Shades is earning its keep, and that the fleece lining has made wool a much more comfortable option for you. Sounds like the beanie landed at exactly the right time too. Thanks for taking the time to leave us such a great review. Enjoy!

The Mount Kiwi team

Antwoord van mountkiwi.co.nz

19 aug 2026

Hi Emma,
Thanks for taking the time to leave this review. Great to hear the sizing chart did its job and you landed on the right fit first time. The Station is a pretty hard one to beat when the temperature drops, so it’s good to know it’s already getting plenty of wear. Thanks again for giving Mount Kiwi a go...we really appreciate it!

Antwoord van mountkiwi.co.nz

19 aug 2026

Thanks Kyle, we really appreciate you taking the time to set up a Trustpilot account just to leave this review. It’s great to hear the Station made such a strong first impression, but even more important to us is that when something wasn’t right, Lianne and the team were able to get it sorted quickly and properly. We’ll make sure Lianne sees your comments too. Thanks again for the support, and we look forward to having you back!

Antwoord van mountkiwi.co.nz

9 aug 2026

We’re so happy to hear that you and your husband are both loving your jackets, and especially that the fit was perfect for you both. That’s always so nice to hear.

It’s also great to know they arrived quickly and safely in Australia.

Thank you again for choosing Mount Kiwi, and for taking the time to leave such a generous recommendation. We really appreciate your support and hope you both enjoy wearing your jackets for many winters to come.

Warmest regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

Geüpdatet op 9 aug 2026

Hi Collette!

We’re really pleased your husband loves his slippers, and we’re especially grateful for your kind words about how the issue was handled. While we never like hearing that something has slipped through with a fault, we do want to make sure it’s put right quickly and with as little inconvenience as possible.

Thank you again for your understanding, your recommendation, and for choosing Mount Kiwi. We hope your husband gets plenty of cosy wear from his new pair.

Warm regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Camus,

We’re really pleased to hear you were happy with the way everything was handled from start to finish. When a customer contacts us with an issue, we always want the process to be straightforward, helpful and as hassle-free as possible, so it’s great to know that was your experience.

We were very happy to arrange the repair and cover both ways of shipping, and we’re pleased we could get your hoodie sorted and back to you.

Thanks again for taking the time to recommend Mount Kiwi so highly. We really appreciate your support.

Warm regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

16 jul 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

Antwoord van mountkiwi.co.nz

Geüpdatet op 6 jul 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.

Antwoord van mountkiwi.co.nz

19 aug 2026

We were threatened with a 1-star review unless we disregarded the same sale terms honoured by more than 1,200 other customers during our 24-hour sale and changed our returns policy for this purchase.

Our email correspondence shows that every response from Mount Kiwi was professional, polite and prompt. Despite this, we received repeated demands for the policy to be changed, a deadline by which those demands were to be met, and threats of escalation and a 1-star review. We do not consider that an appropriate way to pressure a business into making an individual exception.

This was not a faulty or incorrect item, but a change-of-mind return request on a 'final-sale' purchase. The return conditions were clearly stated before purchase across our website, product pages, Returns Policy and invoice.

This is not a case of needing to be “warned” about our policy. It is a case of agreeing to clearly stated sale terms at the time of purchase, then expecting them to be changed afterwards. We do not believe it would be fair, ethical or respectful to our other 1,200+ customers who purchased during the sale & honoured those same terms to do so.

Antwoord van mountkiwi.co.nz

16 jul 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

Antwoord van mountkiwi.co.nz

16 jul 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

Antwoord van mountkiwi.co.nz

16 jul 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

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Anthony,

We’re sorry to read this review, particularly as it doesn’t quite reflect the feedback you originally gave us or the correspondence that followed.

Your first message to us began, “Thank you for getting me these wonderful slippers. They are super comfy.” Your only concern at that stage was that the additional insole was bunching up while you wore them. You later suggested that we send you several more pairs of insoles so that you could sew them together in the hope of creating a thicker footbed that wouldn’t move around. You also offered to try crafting a better slipper yourself and said you might share your method with us.

Unfortunately, as we explained at the time, we simply do not have spare insoles available. Each pair of slippers comes with one additional pair, and we don’t hold further pairs separately that we can send or sell.

Because we couldn’t provide what you were asking for, we advised that if the slippers ultimately weren’t right for you, you were welcome to return them for a refund, subject to our normal return conditions. To date, they haven’t been returned.

We’re therefore a little surprised by the suggestion that our customer service means you would never shop with us again. We responded to your messages, explained the limitation honestly, and offered you the option of a refund rather than expecting you to keep a product you weren’t completely happy with.

We’re sorry, Anthony, that we couldn’t supply the additional insoles you wanted, but we simply can’t provide — free of charge or otherwise — something we don’t have.

Kind regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Kaye,

Thank you so much for this — we really enjoyed reading your review.

It was an absolute pleasure helping you before you headed back to Australia, and we’re so happy your Weekender has found a good home with you.

Reviews like yours are such a boost for our little team, especially when they come from someone who is clearly getting so much enjoyment from wearing what we make.

Thank you again, Kaye. We really appreciate your support, and we hope we get to welcome you back to Mount Kiwi next time you’re in New Zealand.

Warmest regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

9 aug 2026

Thank you so much — we’re very happy to hear everything arrived and that you’re pleased with your order.

We do put a lot of care into helping customers get the right fit, so it’s especially nice to have that recognised.

As for the weather, we may have to apologise for being slightly too efficient with the delivery! Hopefully there are plenty of colder days ahead to put everything to good use.

Thank you again for choosing Mount Kiwi.

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Debbie,

You sound as though you’ve very nearly completed the Mount Kiwi collection!

We really enjoyed your description of the wool pieces as having an almost home-made, rustic feel. That slightly imperfect, characterful look is part of what we love about working with natural wool and making garments that don’t feel overly polished or mass-produced.

The fact that you’ve come back and ordered from us several times is the best endorsement we could ask for.

Thanks, Debbie!

Warm regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Sue,

What a wonderful review to receive. Thank you.

We remember your emails and were very happy to spend a bit of extra time helping you work out which of our jerseys would be the most comfortable option for you. Sometimes the little details really matter, and in your case the weight of the garment was an important one.

We’re really pleased the jersey has worked out so well for you — and the fact you’re now coming back for another one says plenty!

Thank you for trusting us to help, Sue, and for such a generous recommendation. We’ll look forward to helping you choose number two.

Warm regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

9 aug 2026

Hi Erica,

We’re very late replying to this one — but by now winter is well and truly here, so we hope that second jacket has had plenty of outings!

Thank you for coming back to Mount Kiwi for another one. A repeat purchase like that is always a great compliment, and we’re so pleased the colour was a hit too.

We also love that it made its way to you so quickly in Australia.

Thanks again, Erica — we hope both jackets are earning their keep this winter.

Warm regards,
The Mount Kiwi Team

Antwoord van mountkiwi.co.nz

20 aug 2026

The customer's order was never dispatched, as we chose to cancel & refund it instead due to the customer's threats of a chargeback...before the order had even been processed. This threat arose from the customer placing an order on a Thursday and, by Saturday, only one business day had elapsed, despite both our order confirmation and Shipping page clearly advising dispatch within three business days. Nothing was out of stock, nothing had been falsely advertised, and both parcels had already been packed and labelled by Friday, ready for Monday’s courier collection.

Rather than simply asking for an update, the first email we received suggested we may be selling stock we did not have, claimed we were holding the payment indefinitely, and demanded a refund within 24 hours under threat of a chargeback. Comparisons were also made to Facebook scams, “nylon trash from China” and dishonest online sellers — none of which had any relevance to Mount Kiwi.

We completely refute any suggestion that the customer was treated with “arrogant contempt”. Our response was explanatory and professional. If anything, Mount Kiwi was prejudged from the outset as potentially dishonest or operating in the same manner as online scammers, despite there being no delay, no stock issue and no failure whatsoever on our part.

Given the nature of that initial correspondence and the threat of a chargeback when no service failure had occurred, we chose to cancel the orders, issue full refunds and decline future orders.

We appreciate that online shopping requires trust. We also believe trust and respectful communication need to work both ways.