Backpacking Light

I've bought several things from BL over the years and have always had positive experiences. They're the real deal and the staff are really relaxed and responsive. I recently had a warranty issue and the owner was very generous and understanding and helped me out when he didn't have to, so I'm very grateful for that. Highly recommended!

- great staff, passionate about hiking and camping and quite friendly
- good range of products, mainly focused for more experienced hikers and campers
- Location is near a train station and easy to get to
just an all round good store and great staff. Had to exchange an item and they where really quick and helpful!

I don't usually leave reviews so this is an exception but my experience left me so upset I felt the need. I have been looking for a new pack for awhile and landed on an Osprey one and went into BPL (even though I could find cheaper elsewhere) because of the great service from the staff (5 stars!). When getting fitted we realised I needed a S not a M/L and there was none in stock or available anytime soon. The awesome staff advised even if I bought online elsewhere (as it was my only option) I would be able to get it fitted instore. Also bought another item while there.
After receiving the pack I came back in store and explained my situation. Staff member was only too happy to help (5stars!). 5min to fit the pack and I was super happy and at that point a loyal BPL customer. While looking to buy other items the owner intercepted me. He told me it was actually a *$35 fee* to get my pack fitted - and he was VERY RUDE and insistent. At no point was a fee mentioned nor anything online about this service. If I was advised beforehand I could have decided if paying a *$35* fee for a pack fit was value for money. Seemed a super opportunistic money grab to then insist on an additional charge after the service was provided. It left me feeling really upset and so after paying I hurried out of the store.almost bumping into the BPL Audi SUV parked outside. The owner does seem very dedicated to losing loyal customers! Will be advising fellow hiking network to stay away.

Thank you for the response. I fully accept your prerogative to run your business as you wish and charge a fee for the services and advice you provide.
My point may have been lost - which was if you have a fee for pack fitting be transparent about it. Inform the customer. Put up signs. Provide info on your website. Educate your staff (I did specifically ask about the fee the first time I was in store and confirmed there was no fee and second staff member didnt advise of a fee). Let the Customer decide if they feel it is value for money. Please don't tell the Customer "it is only fair because I have to pay the staff" (from owner) after the service has been provided and make the Customer feel like they did something wrong by taking up a service that was offered for free. I was 100% upfront about the situation and wanted to originally buy from BPL but there was no stock available. That is why I was upset.

Made an order online and needed to get a refund. Staff were very helpful when I went in, and gave me a full refund promptly, reliving lots of stress for my trip. Thanks heaps guys

I was all set to buy best backpack I could find, along with some other goods, but the tone of the older man working the counter was rude and dismissive. He obviously didn’t want to help me nor listen to my needs and instead suggested I try another store. I was polite and accepted his advice but after leaving I just felt bad after that experience so I have to share. Hope you can avoid it.

Luckily lots of better stores around so I found the perfect backpack at a better price nearby.

Great selection of gear but customer experience was a little disappointing. Arrived 15mins prior to closing - tried on some pants. Was told at 6pm store was closing. Fair enough. Said I wanted to check one more size and I’d make a purchase. Another team member said loudly from across store “store is closed” mid-trying pants on. Made my purchase at 6.05pm. Asked about returns if I changed my mind (as felt a little rushed) and was told I should maybe just make the right decision in store. Never got my receipt emailed. Good one guys. Sorry for keeping you open.

I worked in retail for twenty two years and I always tried to be friendly towards my customers. The older gentleman in this shop should not be working in retail. He is grumpy and has a hostile tone which is indeed not necessary. I would never buy anything from someone that I did not like. I certainly wouldn't work there either as I believe he might be the owner/manager, I have since found out that there is a very high turnover of staff (I wonder why). Beware prospective customers/employers. And my advice to the gentleman in question is - buy a tent, sleeping bag etc and get outside for some mental detoxification.

I was so glad to find a true, bricks and mortar, lightweight backpacking store in Australia! The ability to drop in, see products, ask questions (and always get thoroughly knowledgeable answers) had been sorely lacking locally. The range is fantastic, the service is top both (both in store and via post) and the prices are good too. This store is one of the very reasons I travel into the city.

Fantastic service from this organisation. Was out on the Bibbulmun Track and overnight temps were getting lower and lower. My current quilt couldn't cope. I ordered an Enlightened Equipment Revelation quilt on a Saturday with Express Post. These guys were on to it straight away and I received an email from Aust Post the next day (Sunday!). Needless to say the quilt was waiting for me at the next town.

Absolutely fantastic service, fitted for a pack by Ashleigh who was really knowledgable. Recommended some brilliant Montane pants which have proved to be exactly what I needed. She even kept my credit card safe when I left it on the counter like an idiot. Will definitely shop here again.

Backpacking Light stock an excellent range of products not found anywhere else. Henry was helpful, polite, and knowledgeable when I came in to purchase a new pack. Fantastic customer service from Melbourne's best hiking store.

Very pleased with the level of service provided by knowledgeable staff. Assured me that the purchase was right for my needs and requirements.

Great service from the guys that run this place, and they have fantastic knowledge as well. Broad range of really high quality products, in fact everything in this place is good quality. Probably Melbourne's best outdoor shop for the average punter.

My first experience with Backpacking Light was a wealth of kind, expert, detail-oriented phone advice followed by a smooth, easy click & collect experience. Michael is an asset to the company — thanks mate!

Knowledgeable and helpful staff. Definitely a place to visit if you are looking for hiking gear.

I have had an exceptional experience at Backpacking Light. The team are friendly and very well informed of their products. Any questions I had were answered and followed up with their own experience and advice making decision making a lot easier.

I would recommend anyone looking into buying a backpack to go into the store and get a bag fitted. The store is well equipped and offers plenty of gear to choose from. A true gem in the heart of Melbourne for back packers and hikers alike.

Knowledgeable and friendly staff. Attention to detail ensured that I purchased the pack that was right for me. I highly recommend visiting Backpacking Light if you're thinking about upgrading your gear or just starting out.

Friendly, knowledgable and efficient customer service with a larger product range than most similar shops I've been to.

We have shopped here often for our backpacking and travel needs! They stock all the excellent brands to cover all your needs. We’ve purchased day packs, backpacks and camping gear. We asked all the questions and the stuff had all the answers! Kate and Darcy were super helpful, patient, knowledgeable and friendly, helping us to precisely fit our bags and made sure we were 100% confident in our purchases.

They could quickly give us an in-depth overview of all the options, so we knew we were making the best decisions.

Thanks team!

Really helpful with organising an exchange for a jacket I purchased online. Will definitely be heading in-store when I'm back in Melbourne.