Good Product. Worst Customer Service.
I bought one of these last year and loved it so bought a new one about 6 weeks ago. They have taken my money but not delivered the cabana, nor responded to any of my emails. There is a number to call in Australia but it is perpetually busy. First one came within 3 days (to Canada). I can't even get a response within 6 weeks. Shameful. Will be reporting them if they do not respond soon.
Have owned 2
I purchased my first Cool Cabana several years ago, and used it several times and than one of the arms broke. Liked so much, purchased a second one this year, and the newer version is build much better and is much stronger. Love all the pockets. It even stood up to the winds on the N. Carolina Beach this summer. Going to purchase a large one now, either for me or my will trade with my daughter for smaller one. Get lots of compliments, and even have had people take pictures of name so they can order their own.
Purchased in February 2019 at On line.
Love Cool Cabanas
Can't say enough about how great Cool Cabanas are. In fact, we order several more for our children. They are so easy to put up especially after having two of the pop up tents. Cool Cabanas are light in weight and small enough that a lady can carry it to the beach with no problem. Also, the company stands behind their products. We had a rod bend from horrible wind and they immediately replaced it with no problem. Thank you Cool Cabanas for making our beach trips easy in the sand.
Customer Service very nice
I purchased July 2019, and originally wanted the white. I changed my mind and wanted a stripes instead and the customer service team were very responsive and changed my order. Have used it almost every weekend since and its been perfect
Purchased in July 2019 for $149.00.
Poor workmanship and customer service- be warned!
I purchased the coolcabana in June 2019 - used it 3 times and I love it but on the 3rd time the arm snapped- just snapped in my hand when I was putting it up. I was shocked. It was less than one month old- I figured ok- fluke thing- I contacted the company- can only be contacted by email (red flag- no phone number). They asked for pictures- and then said it was forced!! and not covered under warranty. $119 dollars later- didn't last even one month. I did alittle googling- found out this is a BIG PROBLEM for them. I've asked to speak to a supervisor -now twice with no response. Be warned- you are throwing your money away on this item. Do your homework- If they ever make good on their product- I'll come back and let you know!
Purchased in June 2019 for $119.00.
Amazing and quick setup. Great for traveling I own 4 of them!
I purchased when this was just fresh off a kickstarter. The first one held up well, but I needed a 2nd to make sure we could have more than 2-3 people sit in the shade at a time. I then purchased the Cool Cabana 3 as it was larger and could have more people sit under 1 canopy. I had an issue with the Cool Cabana 3, so the company sent me out a Cool Cabana 5 at no cost to me. During a heavy windy day in Florida I had the only shade canopy up as the rest of the beach had their umbrellas break or fly off down the shore. Perfect product and even better customer service.
Purchased in June 2014.
Waste of Money!!!!!
Used a total of 4 times... 2nd time I used it one of the arms snapped...They sent a replacement arm ... Used it 2 more times and another arm snapped... I no longer want it because it is obviously an issue ... Hate that the only way to speak to someone is through email !!!! They are telling me to send it back so they can see if they can access the damage... I could only imagine how much I will have to pay to mail it back. I would definitely not recommend this product to anyone!!!!
Purchased in August 2018 at CoolCabanas for $140.00.
- Verified purchase
Poor Quality Product / Even Worse Customer Service
We purchased a large cabana for a beach trip. The concept is great - it was easy to put up and take down, however, the quality and customer service are terrible. On the third day of trip, it was windy and the sand stake bent. After what we paid for the Cool Cabana, we were certainly expecting more than three days of use out of it, and hoping that the company would provide good customer service and send a replacement stake. Unfortunately, that is not the case. After contacting customer service, I was asked to send in a photo and then promptly re...ceived an email telling me to order a new $25 stake on the website, with no explanation as to why it would not be covered by the 1 year warranty listed on their website. When I inquired further, I was simply told "It takes a decent force to bend the sand spike, people bend them by not lifting the Coolcabana vertically off the pole, not filling sand pockets fully allowing it to rock around in the wind or drove over it etc." The pole was bent while still in the sand, the pockets were filled to the top (with wet packed sand) to prevent it from rocking around, and no, we did not drive over it. Save your money and get a much less expensive option online - there are plenty of them out there - and as we noticed on the beach the day our Cool Cabana bent in the wind, the shade structures other people had put up around us were fine. All we have been told by customer no-service is "We;ll we test Coolcabanas up to decent winds but it seems it was just too windy so warranty was voided" - so basically, if you purchase this and it is windy at the beach and the pole gets bent, they will just void the warranty.
Purchased in May 2019 for $139.00.
Good idea. Cheap parts. Broke in the first 30mins of use. Rubbish.
Good idea. Cheap parts. Broke in the first 30mins of use. Rubbish. They need to make the plastic parts in steel. Would be much better. Pointless asking for a refund. Just threw it in the bin. Waste of cash.
Purchased in April 2019 for $150.00.
Love it. Marketing pictures need to be different.
We purchased a large one and it arrived within 3 days. Have been using it for around 6 months frequently and works perfect and can’t rave enough about it. Haven’t had to deal with their customer service which appears to be biggest complaint here. Also I don’t like the excessive marketing by using rich and attractive white girls. I’d say most people we see at the beach with cool cabanas are all types of families of different sizes and colours. I guess showing that the rest of us can also put up a cool cabana might be a nice way to show it’s for everyone.
Purchased in October 2018 for $185.00.
Dreadful customer service. Taken $149, no goods and are ignoring me.
Ordered a cabana on a 'forward' order date as not in stock. Due end Feb. On 11 Feb $149.00 was deducted from my account. Contacted them early March via their online form. No response. Contacted them again today 080319. Disgusting service. Beware, they don't provide a telephone number and so I can't phone them. In three days they have had my money for a calendar month!
Purchased in January 2019 for $149.00.
Terrible service never received product
Demanding a refund and taking action to get my money back. After I placed the order they provided fake tracking numbers that belong to other customers and fake tracking numbers that never ship. Never received the product.
I would never buy from them again. Dodgy company. Be aware it is a scam. Cannot wait to get my money back. DO NOT PURCHASE!
Save your time and money and go buy the same thing from Kmart for $49. In fact buy three for the same price!!!
Purchased in February 2019 for $189.00.
I couldn't rave more about my coolcabana. My mother has had one for years that we LOVE (and earlier prototype) and she kindly gave us our own for Christmas this year. I can't believe the new model is even easier and quickly to put up and down than the old one. Seriously wouldn't hesitate to recommend them. It's the easiest and best thing to have at the beach, I take it there by myself with my kids all the time. I am amazed by all the bad reviews, I can't work them out at all ... doesn't ring true of my experience one bit.
Purchased in January 2019.
- Verified purchase
Broke the first trip to the beach - Replacement part sent out in a reasonable time
Before I post my thoughts I would like to give the vendor an opportunity to respond to my support request. I have had no response to my email (which is the only mechanism provided by the vendor). I would have thought they had an auto-responder to acknowledge receipt of emails, ideally with ticket #. It doesn't seem as though the website is geared up for supporting the product as it is selling it.
Followup - 2 March 2019 - CoolCabanas sent out a replacement arm assembly. It took a couple of followup emails to get a status update after they said...they would send it to me. The part arrived last week and I put it together and tried it out in the back yard with the lawn kit. So far so good... Will post a followup review in the future after some days at the beach.
Purchased in February 2019 for $263.00.
- Verified purchase
Not very good. Broke very easily. Very flimsy.
Not a very well made product
Basically cannot be used in any wind at all
So its pretty much useless at the beach
One arm bent in half after one gust of wind > i managed to bend it back but it keeps bending out of shape.
Funnily enough they sell spares for every part of it.
Hard to justify $25 + postage for one arm when the whole unit was $129
Its cheaply made and designed to fail to sell spares one would assume
Also the angles of the center pole seem all wrong ...Doesnt matter how much you put it in or ouf of the sand the whole thing is never stable or even Also seems very dodgy ... they claim to have sold 75000 products .... but do not have a phone number ??? Thats a lot of bad product out there It will be going in the bin sad to say
very poor customer service
I bought one of these coolcabanas because they looked great and nice and easy to set up. We used it twice perfectly but on the third time on a slightly windy day it collapsed while I was out surfing. I came in to see what had happened and one of the arms had broken. I contacted coolcabanas and there reply was Hi Ben,
Real hard to say how it happened, if you go to the warranty page on our website we sell replacement arms and these are easy to swap out.
What we do know is that to break an arm requires decent force, if unsure try breaking one.
On 3 Feb 2019, at 8:55 am, CoolCabanas (Shopify) <email address removed> wrote:...This reply is copy and pasted! On a positive note the arm was only $25 and turned up in a few days but I found there reply a bit harsh. I also took the remainder of the broken arm and broke it with ease.
Purchased in March 2018 for $129.00.
Poor response when there's a problem
I'd used the CoolCabana about 6 times without a problem but recently in moderate wind on the beach one of the extended arms broke when a gust of wind twisted the arm. The Cabana is just over a year old. When I reported it to the company saying i didn't consider this fair wear and tear I had a reply from the company saying it was impossible for the arm to break. I then asked why they sold replacement arms on their website if they don't break. After further correspondence with Mark the owner in which he said other customers had also complained ab...out the same problem but still wouldn't acknowledge any fault on their part. i would not buy anything from this company again. Their after sales service leaves a lot to be desired but at least they did reply in a prompt manner
Purchased in January 2018 at on line.
- Verified purchase
Broke first time, but quickly rectified
We purchased a medium CC for our Byron Bay holiday. The sand spike snapped the first time we used it. With hindsight, I don't think I put enough sand in the "legs" and it was flapping around a lot until a wind gust blew it over and snapped the spike. And it was VERY windy...there were no other beach umbrellas on the beach that day. CC were very quick to respond after I sent a couple of 'photos, and they sent me a replacement spike for free by courier to Byron Bay, so we were up and running a few days later. I put it up, again in very windy conditions, and was more careful to make sure that the legs were taught and it was moving far less. All up, happy with the product and delighted with their quick and friendly response.
- Verified purchase
Loved it but did not last
I purchased my cool cabana in Jan 2017, I absolutely loved it until recently when I had issues with it, I emailed Coolcabanas via the contact us section back on the 5/1/18 when I had the issues and have not had any reply to date. I notice that coolcabanas responds on product review. I would just like to contact you’s with regards to my issues as waiting since 5/1/19 and no reply. A phone number would be great ( I even made sure it said my form was submitted at the end)
I also left my email and mobile number and have kept a copy of the email sent. Since purchase I have used it no more than 10 times and always followed instructions. I did not wish to post further as would prefer to contact the company directly.
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Questions & Answers
We lost our sand spike and the replacement is on back order. Does any one know of a clever DIY option? '
The apparatus which slides up and down the pole while breaking down sometimes does not slide. Graphite lubricant or WD-40?
Where is my order? I was promised delivery at the end of Feb, I then get an email after I asked where the product was, that it would be after 10 March, due to shipment coming in. (made in China?) I have sent further emails, with no response. And if you're proud of your company and product, why don't you have a telephone contact number?
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