Great product, excellent service
Ordered a Coleman Queen Size Double High with built in pump on 13.03.19, great product, inflated easily, comfortable and stays up with the odd top up required every couple of days which the manufactured states. Fantastic customer service and in particular a big shout out to Helen in Townsville who managed to sort out my purchase over the phone and went out of her way to get it delivered on time so I didn't have to sleep on the floor. I cant speak highly enough about Team Townsville ;-)
Issues with suppliers but Tentworld go the extra mile to resolve
Ordered a Roman instant up tent which arrived damaged, so tent world organised courier to collect & send replacement. 2nd tent arrived damaged in same place. Note do not buy Roman instant up tents the floor may as well be paper. Tent world removed it for sale from their website. Advised I’d pay extra for Coleman & they sent out new tent & arranged collection of the Roman Rubbish.
Coleman tent arrived but issue with misaligned pole, managed to bodge a temporary fix for camp trip whilst tentworld sent replacement pole. Pole arrived & fitted so happy at last.
Yes, My buying experience had issues but all were supplier issues not tent world. Check your purchases & try tents etc before using. Tent world did everything they could to rectify. That’s what you want from a retailer.
Tentworld Online Courier Service Is a Let Down
We visited a Tentworld store for a particular tent with excellent reviews online but they had none in stock. Made a few phone calls to other stores but they also had none in stock.
We decided to purchase online following the excellent reviews and fast delivery service.
I was really happy with the service online and everything was going smoothly including being able to track my order via their third party courier service.
As my order was extremely urgent, I was tracking it every day and then by the third day I called the courier service company around 2pm only to be advised that it must be on its way and the delivery is still within the ETA but if it's not delivered to call them after close of business.
I called them after close of business and the answering machine said they are now closed and to call back between the hours of 8.30am to 5pm. I submitted another enquiry online and I received an email stating that my order will now be investigated.
My family left to go on our camping trip and I am left behind to wait for our tent to be delivered with no guarantee of receiving my order.
Tentworld Online, your Courier service provider is letting you down!
My family and I returned from our camping trip yesterday (29 Jan) and I am now providing another update. I placed my order on the 19 Jan. According to Tentworld Online Customer Rep, my order was to be picked up from Tentworld Toowoomba by the courier company, 'Couriers Please' and delivered to my address (147km away). I didn't receive my order until the 24 Jan. Asked why a 2-hour delivery would take days, Tentworld Online replied with, "I don't know but I'll try and call them". Well, I tried to cancel my order but was advised that if I wanted to cancel, I would have to pay the delivery fee of $89. I tried to dispute the charge but was advised that courier companies are not liable for any loss or damage of goods and that a customer should obtain insurance. Well no, the online retailer is responsible for the parcel until it is delivered, instead of the Courier company; and insurance is not offered as an option when purchasing goods from your online store. Asked how can I be charged for the delivery fee if I haven't received the delivery? I was advised that I hadn't allowed a "reasonable amount of time". Asked what is considered a reasonable amount of time, and the reply was, "I don't know, about 10 days". In addition, if the order doesn't show up in 14 days, the Courier company will lodge a lost parcel in transit and only then can Tentworld Online refund my money.
I received a call two hours later from the same Tentworld Customer Rep advising that their manager had granted approval to waive the delivery service fee and instructed that I go to my local store and buy one (which means that I would be out of pocket by two x $600 tents), and when my original order arrives that I am not to open it but to return it to my local store.
I am disappointed, to say the least that this is Tentworld Online's best solution. I am very grateful that my original order did arrive and that I didn't have to gone down this path nor would I ever purchase from your online store again.
Today 2/01/2019 I bought a Yamaha Generator and I found the staff at Tent world Townsville very helpfull and were reasonably priced
I tried to buy almost $200 worth of camping gear , and on the website it says anything over $89 free shipment. Because i stay in WA , i can not get the free shipment , even though they have a shop in Midland. I would rather support another camping store. Good buy Tent world!!!!
Best shopping experience I’ve had in a LONG time.
We recently bought an old poptop camper and so are currently decking with everything needed for extended stays away from the rat race. We have visited most camping related stores throughout Townsville, pricing out our requirements. Until we walked into the new Tentworld Townsville store, we had come to conclusion that good old fashioned service was simply a thing of the past and that we should simply research the stuff we needed and then buy from the cheapest store (or online).
From the moment I walked into Tentworld I was VERY impressed by their beautifully decorated and laid out premises and how well stocked it was. Better still is that most things are actually set up or on display so you can look, touch and try things before laying out your hard earned money. This alone was impressive but then I met the staff. Everyone I have spoken to there has been extremely friendly, helpful. Each have gone above and beyond in making sure I had all the information I wanted or needed with never a hint of impatience (like a lot of other stores). These reasons alone had me sold on purchasing m gear here but then I checked the prices. In most cases, there prices where equal to if not better then the other stores!
All I can say is, go in and see for yourself if what I say is true. In the last two weeks I have purchased a fridge/freezer, three camp chairs, a kettle and some miscellaneous items totaling over $1300 and will be shopping there again very soon.
SO BEWARE. BEWARE BEWARE
I bought a shade, they had no display of so my only option was to open it and see what it was like. Absolutely "not" what i wanted so when I went to return it, in new condition in its packing a couple of days later,they wouldn't refund my money, this is there policy because it was opened
SO BEWARE. FIND SOMEWHERE ELSE TO SHOP THAT HAS A BETTER RETURN POLICY. I don't think I would shop there again!!!!!
Worst customer service!
If I could rate a negative star review I would. I went to the Tweed Heads store to look at a product I saw online, to see if it suited my needs. They didn't have it in stock but I was advised that it was in their warehouse. I ordered the product and paid, as instructed, by the sales person. When it arrived I collected the same and found it wasn't suitable. I returned to the store to find something better suited. A young fella helped me to find the right product but when it came to exchanging the products I was told I couldn't return my first order as it was a SPECIAL order. I'm a pensioner and I really couldn't afford both products but they wouldn't budge! They even sell Darche products in-store, so the return wouldn't have been out of place. Terrible company and shocking service. Unbelievably disappointed!
Great Customer Service - Black Wolf tent
I bought a Black Wolf tent through Tentworld - it was delivered very promptly. The first time I took it camping one of the fibreglass poles broke and I found a manufacturing defect in the floor of the tent that had left one of the seams with a hole in it.
On return I provided photos to Tentworld and explained the issues with the new product.
They immediately told me to return the damaged poles and tent inner and replaced them with brand new ones. They paid for the return shipping and sent the replacements within a couple of days.
Excellent customer service and great product support - thank you Tentworld for great work
Delivered wrong item
Ordered an item. Incorrect item was delivered by courier. Was repeatedly told I had to be home 9-5 on a day for courier to pick up said item to be returned. Ridiculous to ask me to stay home for a day because of their mistake! Went back and forth like this for a while. Offered a partial refund if I kept wrong item. Asked to speak to a manager who then called me said they will forfeit incorrect item to me and refund me fully. Was very apologetic. But I still won't be getting the correct item which turns out wasn't actually in stock. So if you have a business address or somewhere you are 9-5 to receive order, otherwise bear in mind my situation.
Outstanding, saved my first solo bikepacking trip
Was struggling to find the right equipment for my trip across Europe and chanced tent world. Was taken away by the great customer service from Fiona and her personal expertise in the camping game, knowledge that you cant buy online. Any starting off bikepackers or overlanders who cant work out their set up for the job, 100% come and see these guys to get you on your way, excellent.
great work great price
Fantastic response to orders, like seriously unexpectedly fast delivery. Great prices on most products ( hey I still shop around), great specials cannot recommend these guys enough, and I never bother reviewing anything online but I got exactly what I ordered in 3 days!!
Horrible customer service, refused return, tried to gaslight me, had to go directly through manufact
Purchased a 12v fan from these guys. Tried it on 3 different battery sources including one in their own store and it kept cutting out. Guy named luke comes out and brings a 14v 300 dollar battery pack and it starts working, then tells me it's my fault. Now I have to submit a claim to get my money back. Rude place run by poor management that does not take responsibility for their products.
Follow up: I spoke to the manufacturer and they have acknowledged that in future models of this fan, they have removed the cutoff feature as it appeared to be problematic despite the fan, overall, being okay for most people. This means that they would have certainly acknowledged the return and warranty, and are sending me a replacement with the new model. This is further evidence that you, Tentworld, the retailer, have absolutely failed to provide the service you are supposed to, and I am glad I have shared this experience publicly so that other people know to shop elsewhere, like Snowys.com.au
Good service but need to step up there game
Ordered a tent and a sleeping bag - both in stock on the website. After 3 days I called as hadn't received notification of dispatch. Advised that the sleeping bag was on back order and the tent would be dispatched shortly. Ordered 20/9, dispatched from the warehouse on the 25/9. I have been unlucky with public holidays but still waiting for delivery of the tent now on the 2/10. We set off camping tomorrow, at this stage without a tent! I thought that 2 weeks would have been enough time to get the tent, and it would have been if not for the lag in dispatch. Not used to companies taking days to pack an order tbh. The customer service when I have spoken with them has been great and the prices were good, I just wouldn't buy again unless I didn't need the item for a while! Disappointing.
exactly what we wanted (sleeping bags)
I would like to congratulate Tent world Townsville for there excellent service.
We were looking for two sleeping bags and Erin (Sales Person) could not do enough to help us.
We had been to other will known stores and were not treated well.
Once again thank you Erin for the excellent and friendly service.
The guys at Tentworld Burleigh went over and above in terms of customer service to ensure that I had the right replacement part for our Coleman Tent. Thanks so much for caring more about us and our imminent camping trip rather than a “sale”. Big thumbs up from me
Fast, well priced and good variety
I purchased my Engel fridge from Tent World and it arrived really quickly as expected. The whole process was very easy.
Poor customer support and questionable regard for consumer rights
I bought a tent. Within 6 months a zip to the door failed. Tentworld refused to replace or repair the product while advising me that perhaps I could repair it myself. I suggested that they (having sold the product to me) should perhaps have a responsibility to make an effort to rectify the problem. They simply refused.
Extremely helpful, friendly and knowledgeable staff. Very comprehensive range. I have purchased everything from a fridge to a gazebo and swag with lots of smaller or even just a comparison visits. Each time is worthwhile.
Tentworld midland , fantastic and friendly service. Really know there stuff with great advise. Thanks Deanne for your friendly service today
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