CoolCabanas
Verified626 reviews
The absolute worst customer service I have ever encountered. The man I dealt with (Will), was cold hearted and callous. Their claim of “Hassle Free Returns” is laughable - every interaction I had with them was a hassle. I received my Cool Cabanas with a defect in the material on the roof section. This was immediately noticeable when we pulled the… Read more
Cabana out of the bag. I contacted the Warranty Team to discuss my options, and as the conversation went on Will started to imply that this defect was secondary to misuse. I would be required to pay for return shipping and was told that if they deemed it misuse (which he said was likely, I would be required to pay for the cost of repairs and return shipping.) All an expense I couldn’t currently incur. I am an honest person who purchased a brand new product and this product did not arrive in ‘as new’ condition. I believe the company should have a better quality control process, more personable staff on their customer service team, and have a better returns policy that believes customers when their product does not arrive in ‘as new’ condition.
- +1
Terrible customer service Henry and Will Product faulty stitching disgraceful Don’t be fooled it’s just a bigger company that can afford better advertising Show details
We purchased our Cool Cabana in Dec 2024, we used the product for one summer and were excited to again enjoy its use this December in 2025. Just after new year (the product is just over one year old) we were at a local beach in Victoria, the cabana was set up correctly, the peg in the correct position and sandbags full as instructed. A small wind… Read more
gust came through, the cabana pole bent and the top half snapped. My husband had to catch the cabana from collapsing on our 4 year old underneath. We were pretty shocked and I had read the sustainability goals of the company. I thought ok these freak events can happen surely after just one year, theyll replace the part?
Long story short, the top half of the pole cannot be replaced (so be warned about this before purchasing). In addition the head of customer service ([Name Removed]) has no genuine customer service skills, his emails were rude and accusing. He offered me $70 off a new RRP $270 cabana and I quote said technically we owe you $0 as the fault was actually caused by us and outside the one year warranty period. I would never purchase this product again, people should be careful as this company offers no genuine customer service when accidents happen, no replaceable parts and no genuine discount for us to repurchase. We have a beach tent from Bunnings it cost us $150 and has lasted 7 years, I also know Bunnings offer genuine customer service when something happens with their product.
Reviews with attachments
So despite reading many negative reviews I have taken the chance by purchasing the smaller cool cabana from Rebel sport. If in the event it fails I can return or replace fairly easily through their processes. You can just get regular tent pegs if using on grass. I have put it up in our backyard to test how it holds up as there are storms on the… Read more
way. So we’ll have to see. The material seems decent to me but I’m no real expert, the pole does seem flimsy but I guess the storm will let us know. I’ll be super happy if it lasts this summers beach trips. Will edit/update review after the summer season.
Absolutely Awesome – Love these Cabanas. I have always used a beach umbrella which was good but risky in windy conditions and a little small for the family. We purchased the large cabana from CoolCabanas and it’s fantastic. Very sturdy in the wind with excellent shade coverage for the whole family. Best purchase I have made in a very long time.. Show details
Best beach buy! – This is my absolute Best Buy for summer, so easy to put up and down myself or with help of little hands filling pockets with sand. Great for the little ones who enjoy a little beach sleep. Show details
Perfect for the beach – If I could give them more stars I would. High quality product with a superior design and engineering. I'm very impressed with the overall experience from the ease of set up to the ease of breaking it down. Highly recommended this over the knock off's that are around especially the Big W marketplace ones. If I could add one suggestion it'd be to… Read more
add a little plastic shovel into the bag, that would make it just a little easier and quicker to set up not that it's hard to do without but it'd be nice to have in their.
I love my CoolCabana and just purchased another one! – I just purchased a second Large (64 sq ft) CoolCabana this month! I love it that much! It’s only about 15 pounds, so it’s easy for me to carry inside its nice canvas case from my car to beachside. It’s super easy to set up with the cleverly designed (no effort needed) center stake tool and just as easy to take down! No other tools required! This… Read more
really makes really me happy that it’s easy, I will use it all the time! You know if something is difficult, you’ll end up not using it. Well, THIS IS EASY so you’ll love using it! It’s compact, so you can store it almost anywhere. I like to keep mine handy! The Large size (64 sq ft) is a good size for probably 2-4 people. I also purchased a “grass kit” with my first “Navy & White Stripes” CoolCabana, so that if I want to use my CoolCabana at the park, a campsite, or in my yard, I have the proper stakes to secure it to the ground. I highly recommend CoolCabana! It’s quality construction, easy to use and it’s beautiful! This is a purchase I will never regret! Photo is of my first CoolCabana. Haven’t used my new one that is a large “Palm Beach” design.
I was genuinely disappointed with this experience. After seeing so many five star reviews, I ordered a Coolcabana with high expectations. Unfortunately, the delivery was very slow and when it finally arrived, the storage and carry bag was not stitched properly and was already coming apart on first use. I contacted customer service and was… Read more
advised to order a replacement part myself, pay upfront, and then be refunded in around two weeks. Taking payment immediately but delaying a refund for a faulty product is not acceptable.
What was most concerning was the response suggesting the replacement was a “gesture of kindness”, rather than acknowledging a clear quality issue. There was no ownership taken for the failure in quality control or the inconvenience caused.
While the product design itself may be good, the customer service experience significantly detracts from the brand. Based on this experience, there is a clear gap between the product promise and how customers are supported when something goes wrong.
- +1
If the cabana I had purchased was not faulty, I would be writing a different review. However, after 5 times using it, the black material hook that holds the grass kit pegs in place was fraying on one side. When I contacted the customer service department I was advised they would not provide a refund, but would give me $40 towards getting a… Read more
seamstress to repair it. I mean, what?! I did not purchase a premium product, only to have to fix it myself after 5 times using it. Would not recommend, and I will not be purchasing from Cool Cabanas ever again. Their customer service is non-existent.
Very poor quality – the stitching came apart after the very first use. For a product costing nearly $500, this is unacceptable. I was only offered an $80 gift card or $40 refund to cover repairs myself, and after emailing multiple times I never received any resolution nor any compensation. The company has shown no accountability or empathy. Very disappointing experience – I will not purchase from them again !! Show details
Latest follow-ups
If I could rate them lower I would - my experience with this company has been ridiculous - on Boxing Day I ordered 2 items - beach chairs - on January 6th their carrier only delivered one item - despite indicating that they had collected 2 from the… Read more
coolcabanas warehouse. One the last few weeks I have been attempting to find out what has happened - in summary this company has told me it’s not their problem and I need to deal directly with the carrier. I am left with little option now than to lodge a complaint with VCAT in order to get either the product or a credit- this is despite contacting the founder and his son directly.
Follow-up · It took almost 4 weeks and threats of legal action to get them provide a credit for the so called misplaced item - still waiting for it to be processed - 10 days ??? This organisation has managed to develop a reputation for quality products, however, this has led to a level of arrogance when it comes customer service - instead of recognising that… Read more
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- +4
We recently purchased almost $1000 of Coolcabanas merchandise. We have just come away on holidays and set it all up for the first time and we found a fault in the cabana. At the top it has a vent that is very loosely attached at 4 points by some… Read more
stitching. In 1 spot, the stitching has pulled out and torn a hole on the inside of the roof of the cabana. A little disappointing but it's brand new and covered by warranty so we contacted the company. This is where it gets more disappointing. We were offered $150 voucher for their store which would have been good if my wife hadn't already bought everything on the site worth buying. The other alternative was a $50 refund. I wasn't real happy with either option so I emailed them to ask that considering we had already spent almost $1000 on their product that they could maybe increase the $50 refund and meet us in the middle between the $50 and the $150 voucher. The reply was to tell me to return it at my expense where they would scrutinise it to see if it was a fault or misuse and then charge us for the repair and charge us for the return postage. Very nasty response. They could have just said that $50 was as good as they could do. I feel genuinely offended at the tone of their response and am not happy that they basically threatened me with extra charges if I dared to not take the $50 and sent it back for repair. Apart from that the cabana was good. Except for the hole in it. The worlds most expensive trolley however is completely useless for the purpose we bought it for. IT IS NOT A BEACH TROLLEY. They call it a beach trolley but they are so very wrong. It has st>pid little skinny wheels that sink in the sand so that I had to drag it across the beach to set it all up. If you want a trolley for the beach, go to BCF and get the premium Wanderer Beach Trolley for $199 instead of paying $599 for an overly heavy, overpriced trolley that can't be used on the beach. You can see by the photos from Coolcabanas own website that the trolley wheels have sunk into the sand and there isn't even anything in that trolley. Wish I had shopped at BCF first. They have way cheaper and better cabanas too.
Follow-up · The beach mat is great. Glad we got the biggest size. The grass kit is for when you want to set the cabana up on the grass. Tried that at home and it works well. The setup is relatively easy but the pack up was hard the first time but then I saw someone else with one and watched how they packed it up and now it is simple. Fold all the arms in and… Read more
Positive reviews
Poor customer service – I ordered the Palm print Coolcabana back in September. The website stated the item was in stock and approximate delivery time was 2 weeks. Then I get an email telling me that is in fact not in stock but in back order. After a few back and forth email I find out that it will be in Australia in November and I would receive it within the middle of… Read more
November. I sent another email around mid November to check in on delivery (I had to sent three emails before someone got back to me). Someone finally answer back to let me know that there was a glitch in the website that let me order an item that was discontinued. They only took two months and me sending three emails to realise that they had an outstanding order for a discontinued item! I wonder what would have happened if I didn't contact them... to ask for an update...
Update September 2025. I thought it is time to update my review. In the end they ended up sending me a Coolcabana with the print in stock. The product is superb. we have been using it every week during summer (4 summers now) and looks still great. Very easy to set up, loads of shaded space. A must for a family that regurarly go to the beach, worth every penny!
Excellent – I read a lot of negative comments, however I wanted this item. I couldn't be happier. Although I do find the price high for what the item is let's hope the quality justifies the price over time and use. Ordered this online Sunday. Delivered from Brisbane to Sydney , received Tuesday Midday. Well Done CoolCabana's Show details
Great Product! Better than expected!! – What a great product!! From the video I was worried it would be flimsy, but its not at all. Super easy to put it up. We used it every day for 2 weeks camping and I took it down each night and back up the next morning with no hassle at all!! My only suggestion for improvement is if we could buy at least 1 wall for it! It would mean a lot more… Read more
shade and not having to move our chairs as the day progresses. Also... it would be great if you could select either Sand or Grass kit at check out (or both!). We will NEVER use the sand kit and so had to spend an extra $50 for the grass kit. Otherwise a really good product and we are very happy we bought it!
Negative reviews
Terrible, rude response from Cool Cabanas head of customer service Henry when I didn’t receive the Grass Kit that I ordered 3.5 weeks ago. They are insisting on customers following up missing parcels themselves with the courier directly, completely disregarding their obligation to act on behalf of the consumer to resolve shipping issues as is… Read more
required by consumer law in most Australian states. The level of arrogance and inability to respond to customers in a respectful way is a disgrace. Not very cool at all!
CoolCabanas have such a shocking customer service experience, if you order from them and something goes wrong, you are out of luck. They will not part ways with your money, rain, hail, or shine. They use Team Global Express for deliveries, which is fighting a hard fought battle with CouriersPlease to be the most incompetent delivery service in… Read more
Australia.
They lost my package, and then won't take responsibility
The customer service team is definitely not based in Australia as they reply to every message early in the morning, so at best you can expect a 24 hour delay when you're chatting to them. They will instruct you to put in tickets with Team Global Express.. in fact they will instruct you to do this multiple times, because no matter what further details you give them (for example, I have a ticket already, here it is, please escalate it) they are not going to read your response.
At least with AI responses, you can get something creative. The CoolCabana support team is all about that old school, copy and paste response. Keeping it retro, but not very helpful.
And this isn't from some lowly, poor sap who isn't well trained, these sorts of replies from [Name Removed]! The same [Name Removed] all over other ProductReview reviews for CoolCabanas who proudly identifies himself as "Head of Customer Service".
What a sad state of affairs. Terrible company. I cannot wait for a budding entrepreneur to build a clone product, design & manufacture it in South East Asia, cut the price in half and drive CoolCabanas' market share into the ground.
Haven’t tested the product yet as it’s purchased as a gift, but the customer service has been terrible. In addition to the Cabana, I purchased a beach mat and the canvas bag it came in has the logo printed upside down and so I asked for a replacement bag since it is a gift. Instead of acknowledging the defect, the Head of Customer Service tried to… Read more
claim misprints are common and told me to return it at my own cost and repurchase. When I pointed out this is a quality issue, not a change of mind- and that their website shows the logo correctly, they shifted to calling it a “warranty claim,” still requiring me to pay return shipping and possibly more if they decide it’s not an issue- which they have already determined in the email that it is not an issue since it's only the bag it comes in.
Even if this is just a minor aesthetic fault, the way it’s been handled is extremely disappointing- unhelpful, dismissive, and frankly untrustworthy. It makes me wonder about how they’d handle faults with their main product.
Recent reviews
The product is great, but the moment something goes wrong you see exactly what kind of company you are dealing with. Their Head of Customer Service has the rare gift of making you feel wrong even when you are demonstrably right which is impressive in the same way a flat Earth convention is impressive. During checkout, what I selected suddenly… Read more
flipped to a different pattern without me changing anything. I raised this immediately and documented it. I then received an item that did not match what I believed I had ordered. I also never received an order confirmation email to verify anything, which would have highlighted the issue at the time. Instead of acknowledging any of this, their customer service insisted that their system cannot be wrong, as though software is somehow infallible.
The tone was dismissive, combative and, in my view, gaslighting. I was repeatedly told I was wrong despite clear evidence of a checkout glitch. At no point did they show any willingness to investigate. They simply pushed the responsibility on to me and expected me to pay return shipping for a mistake that came from their own system changing my order during checkout.
What shocked me most was how little regard they appeared to have for their legal responsibilities under Australian Consumer Law. My understanding is that businesses must supply goods that match what was represented at checkout and cannot make customers pay to fix an issue when the wrong item is supplied. Instead of meeting those obligations, they hid behind a rigid policy that does not override consumer guarantees.
My warning is simple. If you ever have a problem, you may find yourself dealing with a company that is more interested in defending itself than helping its customers. The product is great, but the customer service I experienced was dismissive, unhelpful, legally questionable and unwilling to take responsibility for issues created by their own system.
I look on enviously at the thousands of people using their Coolcabana without issue. Mine must have been a dud or not QA'd. I tried to use it once and it just would not work. Many of the people on the beach with Coolcabanas came to help but nobody could get it to work. I have contacted Coolcabana several times but they will not believe that I have… Read more
a faulty product. This is strange because they seem to make millions of them and they all work ok except mine. I bought it online 6 days before Christmas and it was delivered so quickly. I was so happy but sadly I have lost $189.00.
Find out how CoolCabanas compares to other Outdoor Umbrellas & Gazebos
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Delivered a faulty product. Customer service is rude and uncooperative. They offered me $40 and suggested I go get it fixed myself! They then gave me ultimatums and deadlines. As other reviews point out they try to coerce you into not making a warranty claim because it will be rejected and you'll waste your money on postage. The carrot is accept… Read more
the $40 and the stick is you'll waste your money and time if you send it in for a warranty claim. I called their bluff, returned the item, reported them to Fair Trading and threatened to bring them to NCAT when they rejected my warranty claim. They then decided to refund my postage money and send me a new product to replace the faulty one. They still didn't admit liability. Just a tip for anyone else having issues with these guys- hold them to account! I have noticed that there are a number of similar complaints on this website about Coolcabanas behaviour- the only way to stop it is for everyone to complain to the ACCC about them: https://www.accc.gov.au/about-us/contact-us-or-report-an-issue/report-a-consumer-issue
Don't waste your time – I ordered an expensive Cabana over 2 weeks ago. Was sent a confirmation, notified that the courier had been contacted that the goods were ready and now today I find they have refunded my monies with little desire to provide any level explanation . 30 second phone call would have been better than the email that was sent. Will spread the word.
- +1
Poor quality , stitching coming apart , holes in canopy – My daughter has had one for years, so my wife and I finally bought one. Unfortunately when it arrived it was not the same quality as all the others I see. Stitching was very weak and coming apart and also had two holes in the top of the canopy. I was offered an $80 gift card or $40 refund to go and get it fixed by seamstress. Really? I don’t think… Read more
this is acceptable given I’m at no fault, and then I’m asked to return it with possible further cost to be incurred and told it’s a kind gesture? Very disappointing, will not be buying this again. The tenor of some of the emails had an air of arrogance about them ,that of a successful company that has lost the vision of where it came from showing no empathy. I quote from emails received. . . “We would like to clarify that the offer was a gesture of kindness and if you are unhappy with that option you are most welcome to pay to send the item in for an in person warranty assessment per our warranty policy. “ And to deter customers from claiming warranty again I quote . . . “Start an in person warranty assessment (albeit with risks/extra costs).” Not great language to use in a customer service situation.
Avoid online orders - no item, no refund 6 weeks later – I ordered my Cool Cabana online November 13 so it would arrive well before Christmas. Never arrived, Cool Cabana cc'ed me in with their Sendle courier enquiry which ended up being multiple confusing and unhelpful message threads. Ultimately they said they cannot refund or replace until marked 'lost' by Sendle and solution was that I could… Read more
purchase from a local retailer instead in time for xmas. Sendle said they need to 'finalise' their investigation but couldn't explain what this actually meant or give any time frame. It's been over 3 weeks since my original enquiry.
It's now December 29, still no item, no update from Sendle or Cool Cabanas and I'm still without my item or a refund! Plus the runaround of having to find another suitable xmas gift at the last minute was an absolute headache.
I've lodged a complaint with consumer affairs but am at a loss what else to do... After reading similar experiences I would never purchase online again from Cool Cabanas.
Worst customer service ever – The customer service is terrible.I ordered 2 cabannas one was delivered no problem. Then the drama began: Delivered a beach mat instead of a cabanna. Contact is by email and is answered by someone in the US hence quite a delay in response .I was basically accused of stealing the incorrect item which I sent back only to wait another 10 days before… Read more
the correct item was finally delivered to a neighbour At this time of the year we are all under pressure and human error is unavoidable however the customer service was awful 20 emails and no empathy
Don't Deliver to PO?? – I had a very frustrating experience with CoolCabana. I tried to update my shipping address to a parcel collect at a post office, but my order was suddenly cancelled without any prior warning. When I reached out to customer service, the response was rude and unhelpful, offering no solutions or alternatives. To make matters worse, they falsely… Read more
claimed that it wasn’t possible to redirect parcels to a post office, which I know is untrue since you can easily do this through the AusPost app. It feels like they just didn’t want to make the effort. Now, I’m still waiting for my refund. The lack of communication, poor customer support, and lazy handling of the situation have left me thoroughly disappointed.
Terrible customer service and item never arrived – Ordered a cool cabana at the start of November to ensure it would be delivered prior to our Christmas holiday at the end of December. The order then somehow went missing between coolcabanas and Sendle (courier probably stole it). Tracking states it was never scanned in. Fast forward 1 month, the order never arrived. Cool cabanas wouldn't do… Read more
anything until the Sendle case was resolved- unsurprisingly the item was *lost*. Cool Cabanas offered no resolution, wouldn't offer any express shipping for a new item, then informed us the colour we ordered was sold out and we couldn't order it anyway. Offered no solutions to anything. Simply said we were free to order another on the website, but offered no gesture of good will or apologies for their crappy customer service. It seems there are plenty of people with similar experiences, buyer beware.
Not-So-Coolcabana. Never arrived.. never again!! – Watch out everyone ... if you order your Coolcabana online and get it delivered, they will just leave it at your address even if there's no safe place !! The one I ordered online was left on my doorstep in a prominent position visible from a busy street - a package worth a few hundred dollars. No surprises that I didn't ever receive it. I presume… Read more
it was stolen but I don't know for sure. On their website there is no option to add delivery information about where to locate the parcel safely, no requirement to sign on delivery, and no option to request to have the parcel picked up at the post office. I requested that Coolcabana re-send the beach shelter or provide a full refund, but they have so far refused.
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