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Speedy Gonzales Does It Again
Day 1 Ordered! Confirmed and Paid!Day 2 Dispatch Notice arrived via email
Day 3 Update via Tracking Number
Day 4 Onboard for delivery to the door and delivered!
Online experience with TentWorld always a joy! Thank you! Show details
Disappointing after sales service and return policy
We purchased a shower cubicle that is designed to attach to the roof racks of a vehicle from the Tweed Heads store. After doing a product research and comparison online on youtube and the tentworld website we decided on the considerably more expensive item due to it appearing to be of a better quality and, mainly because it had a roof (travelling around Tassie so we want protection from the weather). We couldn't physically see the product instore but we bought the product thinking we were purchasing a good quality item that was fit for our purp... Read moreose. Upon setting the item up at home (which is what is recommended) we found that the quality was not worth the price we paid; the roof did not seal and it would collect and pool water in wet weather making it pointless in the first place. The whole idea of the roof defeated the actual purpose (for us anyway).We took it back fully packaged in its original box, intact, unused but were refused a credit note or exchange as we had "installed" and "used" the product. I questioned the term used? We hadn't used it for its purpose, we didn't use it as a shower, we simply set it up and found it did not meet our expectation, especially for the price!! The very condescending customer service person (the owner of the store I believe) laughed at me when I said it wouldn't protect us from the weather, he told me it was a shower you're supposed to get wet...I didn't appreciate the sarcasm. No matter how much I tried to explain that we were disappointed with the product, that it didn't meet our expectation, and it was definately not worth the money we paid for it, he refused to consider our point of view and insisted the product was considered second hand so he wouldn't be able to sell it, as new, to anyone else.He told me I was wasting his, and my own time, and a to have a nice day! Not happy at all! We have spent years shopping with tentworld to support the local family owned business but we will NEVER step back into the store again. Beyond disappointed ☹️Excellent service and very knowledgeable! Helped me out without a problem when I got the wrong tent
UPDATE:Had to take off one star because it took four calls to get a receipt for a tent I put on lay-by. Some computer difficulty.
The staff went out of their way to help. It was Tentworld's invoicing system that failed.
1. Receipt wasn't sent after making first payment by phone.
2. I called again specifically to fix that problem. The guy was trained how to do it as he went through on the PC. It still didn't come by COB next day.
3. I had to call again. Got the original guy I spoke to. It still didn't come
4. Called again and they sent it ag… Read more · 1ain via their standard PC method. Unfortunately it was not written in a clear way. It did not even include the current balance. 5. Finally they emailed me an image of the cash register receipt. ________________________ For Tentworld Online, Ferntree Gully and Perth: I found them very helpful and knowledgeable. That includes with product information and dealing with administrative things like placing orders, having to cancel one order, and putting an item on layby. One online guy was extremely knowledgeable. I am so glad they are NOT one of those companies that once they have your money, they are impossible to get help from. They are the opposite. They will be my first stop for tents and so on from now on!
Store Itself
Ive visited it twice now .. in the last two years.Both times cant even get a store person to help me.
Last year I walked around the store for 30 minutes without anyone coming up to me.
(was dressed in tracksuit and had $3K to spend)
This year .. same .. black Friday .. no staff wanted to come help me. Had to go to the service desk and ask for help ....won't be returning. Nasty customer service. Show details
Hi toyface78, sorry to hear that this has been your experience in our Ferntree Gully store. What you've described does not meet our expectations of the experience we hope to deliver to you. Nor does ... Read more
it reflect what our Ferntree team usually achieve. Sorry for this. I will pass your review on to our team, for them to discuss better strategies to ensure all customers are offered assistance, but also most importantly to ensure they're not pestered if they're just wanting to browse uninterrupted. Please do be assured that this team is highly knowledgeable and I encourage you to give us another go. Definitely, if you're looking for personalised assistance, we'll always try our best on very busy days like Black Friday, or Boxing Day - but these days are always a strain for our teams due to the very large volumes we process on those days.Faulty Oztrail double ensuite tent
Purchased double ensuite tent. Set up inside and found a few obvious faults of manufacturing. Emailed Tentworld of the issues and requesting an exchange to the single ensuite tent instead (in order to eliminate the main fault where the floor/walls of middle section are pulled up/raised off ground level). Was told the tent would be assessed under warranty (whatever that means) but I couldn't have a 'change of mind' refund. That's when I realised these guys are difficult. I then sent a COMPLAINT email and lodged a transaction dispute with my bank... Read more. If you pay by credit card you are entitled to a full refund if the product is faulty, unfit for purpose or doesn't match the description. So consumers take note, if Tentworld won't be reasonable contact your bank asap. There are consumer laws to protect you (up to 3 months after purchase date).Hi Julie, sorry to hear you're unhappy with our change of mind policy. Once the items have been opened, we are unable to accept these back under change of mind. This is because our customers expect t... Read more
o purchase new & never previously used products. I can see you're raising concern over potential defects in the item, which is what we're assessing under warranty. The raised floor in the middle, could be due to being pitched indoors with no pegging. It is difficult to be sure from photos. I can see one corner appears to have some twisting in the webbing, this is likely to be contributing to that. I am sure once warranty applications concluded it will be clearer.Unreasonable return/exchange policies
Be 100% when you buy things from them. Once you're out of the door (in my case was online) they don't want to know you and it's your problem. My tent is complex to install than landing a man on the Mars. They say "once you open the tent they can't take it back" , somehow magically you're suppose to know how they tent is just buy looking at the photos and videos. BTW I looked at both before buying it, it looks simple online but actual product is different and very difficult to install.I spent whole night hold my tent from blowing away. Cost... Read moreed me whole long weekend. Worst part is manager's attitude, the junior says he is the manager and then calls senior manager and then says "he is the boss", freaking customer is your boss, customer is paying your bills not the manager, get your attitude right!! Anyways hugely disappointed, management will comment below this review "sorry for the disappointment, we monitor the feedback " no point in doing that mate if you're not going to action it. Bad business ethics. Should have gone to Kmart.
Hi Sudarshan, sorry to learn you're unhappy with your new tent and that you've had a bad experience with it on your first trip. We definitely always recommend to customers that whenever possible, to a... Read more
lways test & use items before holidays at home - so if you're having any trouble, we can assist more easily. Sorry these difficulties caused you a sleepless night. Please can you email support@tentworld.com.au with the troubles you're having with pitching your new tent, and we'll gladly assist.Disappointing and unreasonable returns policy
I purchased a backpack instore from Tentworld Canberra on Sunday 5/03/2023. I asked if someone could advise if it was a suitable fit for me, but was told that they don't have the expertise to fit backpacks. This surprised me as Tentworld’s slogan is that they are the camping experts. Their response caused me to ask if I could return it if I left on all the swing-tags and found that it didn't fit me once I got it home and tested it with the weight of my hiking gear in it. They did not offer to load some weight in the backpack, which I have since... Read more learned is the usual practice when selling backpacks to customers. I was told I could return it for a credit but not a refund. I accepted this as I would have no trouble in using the credit. At no time was I told that I had to return it within 2 days. If I had been advised of this I would not have purchased it, due to having to return to Sydney to support my husband whose health is failing in a secure dementia unit. It would be impossible for me to return it to the store within two days under these circumstances. It took me longer than two days to test out the backpack. If I had known that there was such a tight and unreasonable timeframe I would not have proceeded with the purchase. I will mention here that the point of sales staff were friendly enough. It was the after sales complaints officer that was rude and unyielding. I contacted customer service head office 16 days after purchase and was denied a credit as I had exceeded the 2 days to return my item despite explaining my version of events at the time of sale. He said that their store staff were well trained and knew the company's return policy and would have told me that I had two days to return it. He chose to believe their store staff even though admitting they had no store camera to verify. I was spoken to harshly by the customer complaints person handling my request and was told "more power to you" when I said that I had no option but to put in a complaint with Fair Trading. I am a 67 y-o woman wanting to get into overnight hiking. I am inexperienced which I discussed with the sales staff. Despite being a lovely quality backpack, it is totally unsuitable for a short, slight 67 year old woman who is just starting out hiking. I feel that the staff should have ensured that this backpack was suitable for my intended purpose before selling it to me, especially in light of the fact that I did ask for their 'expert' advice and then was reassured that I could return it for a credit if it was unsuitable. The backpack is unused and still has all its swing-tags on. This is not a change of mind purchase and neither have I seen it cheaper elsewhere. This is simply a not fit for purpose purchase. I should have been told that this backpack is designed for a man - and a big man at that. Unlike most retail receipts they do not print their returns policy on it - indeed it was hard to even get a printed receipt as they wanted me to accept that I was in their computer system and there would not be a problem if I had to return my purchase. On their website they have stated this: In the daily operations of the business, the Burrell family believe in dealing with their customers and Tentworld staff in a kind and fair manner. This includes ensuring that all camping gear and equipment sold by Tentworld is good value for money and will look after the users for many years to come. Their website also repeatedly mentions that they are the "camping experts". Once upon a time I believed this but unfortunately that story has now come to a sad end. I am no longer a believer. Their products are good but there are a lot of other camping stores that also have great products and often at cheaper prices as well as a 'goodwill gesture' in returning products.Hi Kim, thank you for taking the time to provide this review. Investigating internally, we've found the communication records we've had with you. We are sorry you have been disappointed with your exp... Read more
erience with us. Thank you for providing feedback on our store operations and policies. We are regularly reviewing, and striving to do better and your feedback has been recorded and will be utilised in future policy reviews.Excellent service they stand by their products
I had a quality issue with an Australian manufactured product which I bought from Tentword Midland WA.When the manufacturer couldnt remedy, Tentworld refunded me. I have complete confidence in Tentworld and will continue to use them as they have the best range on the floor and always an assistant to help. Show details · 1
Appalling refund/returns policy & post sales support
Over the years we have bought many products from the store but this is our first experience of needing to return an unsuitable product. My husband and I went into the Ferntree gully store to purchase a generator for our caravan. We have limited time as we are getting ready to go away and funds are tight as we have budgeted for our first family holiday with our 2yo. We were unsure if the generator would be suitable for us and advised the sales person we would be returning it if it was unsuitable. We were told that our receipt was on the system i... Read moref we needed to return the item. Upon taking the product home we quickly discovered that the generator was unsuitable for our needs for a number of reasons. A couple of days later we returned to the store with the product unused and in its original packaging. We were told we couldn’t have a refund due to ‘change of mind’. We advised the store manager that it wasn’t a ‘change of mind’ and that we were returning it as we couldn’t use it for what we had intended. After going backwards and forwards for over 1.5hrs and a number of phone calls to the owner in Queensland we were asked to leave the store without a generator or our money and that someone would contact us in 2 days. We were told that the owner is going to determine whether we we’re able to use the generator for our purpose or not….what a joke! We were appalled with the response and that our reason for requesting a refund was not listened to and consumer laws not adhered to. We will be taking the matter further and never returning to the store for any other purchases in the future. A warning to all that it seems as though once the money has changed hands, the staff no longer care about you or the product and if it needs to be returned. Take your money to another business that has much better customer care, returns & refund policies.Hello Disheartened, sorry to read you're unhappy with our change of mind policy & thank you for shopping with us. We do our best with all our business policies to ensure that we are achieving the best... Read more
balance of what is expected of us by our customers, what we need and of course always ensuring we achieve what is required of us by law. If you'd like for us to investigate your complaint, and see if we can assist please email details of your complaint to support@tentworld.com.auRejected warranty claim even though warranty period passed by just three weeks
I will purchased a Colemans Queen Double high air mattress and it started having an air leak just after two trips. Called Ferntreegully store and said can’t do anything about it as it is passed the warranty period although by only three weeks. Show detailsHi Henry, sorry to hear you've having troubles with your new air bed. If you feel as though your warranty application hasn't been reviewed correctly please email support@tentworld.com.au with your in... Read more
voice number, as well as pictures of the issue so that we can review your application.Poor organisation
I bought an RX-5 tent. The floor seam pulled away when setting up. Took the whole thing back to them and asked for a warranty replacement. They informed me when the replacement was in and I went in and picked up the kit I left with them.Went away the next weekend, there were no guy ropes or pegs. Couldn't use the tent in the windy conditions. In the process of getting the warranty replacement they had lost the pegs/ropes.
Went back to store they said I could buy more ropes as they 'didn't cost too much'. They ended up agreeing to get replacement pegs and guy ropes at no cost. I ended up going direct through Oztent as they were much more helpful and prompt. Show details
Hi Michael, Very sorry to read about your experience with us. Thank you for making us aware. I will be investigating how we've gone wrong here and will be sure to put a plan in place to prevent this... Read more
from happening again. Sorry that you suffered from this, and I hope that you're now out and about enjoying your RX5.Fast delivery
I ordered during the Christmas new year period when all the public holidays were expecting that I would receive my item in a week or two but it was there in like 2 business days. Their customer service is outstanding I posted a query on their website and I no sooner hit submit and got a call back from them to assist me. They are always very prompt and have great advice for an item to suite my needs. Show details · 1Faulty product
Spent $250 on a knife and found that when it is put in and out of its sheath, it scratched and sliced the leather due to a sharp corner on its handle. Tolk it back and asked for a replacement or refund and was given a sarcastic response and told tough luck. Show detailsHi Trevor, sorry to hear that you weren't happy with how we handled your warranty application. From what you've described. If you'd like for us to reconsider, please email support@tentworld.com.au. P... Read more
lease provide us with the following in the email: invoice number, pictures of the issue & and description of the problem and your preferred resolution. Kind Regards, Tentworld team.Excellent
Great price and range, responsiveness to queries and fast service and delivery Show details · 1Dodgy customer service
I had a Coleman single burner that was faulty and I had it for only a few months, it just stopped working.They told me if it's a faulty jet that I assumed it was that it was not covered under warranty... Other camping stores gawked shocked at that and said if it was their stock they would replace it... C'mon Tentworld it's only $27-45 (depending on the sale)
I have had questionable experiences with this company before and now I am definetly NOT going to shop with them and advise friends and families to take their money elsewhere.
I cannot get... Read more a replacement jet for this stove too, I have tried about 5 diffrrent hardware/camping stores in many towns and they don't seem to make that specific sized jet. Waste of time Tentworld are and if you think that you are saving money buying from them at a few dollars less than BCF remember - their customer service is non existent.
Hi Username, sorry to hear you're not satisfied with the assistance we've provided you so far. The problems you're suffering with your stove sounds unusual - sorry you're not satisfied with our respon... Read more
se so far. Some of what you've written sounds strange, and I would appreciate if I can have the opportunity to investigate whats gone wrong, and to try rectify this for you. Please send all appropriate info to feedback@tentworld.com.au thank youQuestions & Answers
Can you tell me ! Does tent world have a member Card
That you scan with your purchase !
( receive points / discounts ???
Hi Jo, sorry at this time we do not currently run a membership rewards program. Kind Regards, Tentworld team.
Hey Tentworld can you explain to me why you think it’s ok to ask a customer who received a damaged product from your warehouse to destroy the damaged product and sent photographic evidence that it has been destroyed to the point it is no longer able to be used before you send a replacement? Not very ethical if you ask me!
Hi TC123, we agree with you that it's very wasteful and we'd much prefer that things could be repaired than destroyed when they have faults. This would be much better for the environment, and is some... Read more
thing that we try to do as much as we can. We are constantly pushing for our suppliers to develop products that are easily repairable & serviceable rather than disposable items. Sadly, in our current economic environment the costs of repairs are often not practical or are too inconvenient for our customers. Many of our suppliers require us to return the goods to them so they can inspect them to take notes on what failed in their items for future upgrades. After inspection, they typically will then destroy them whilst salvaging as many parts from it as practical. However, in some cases where there is no practical salvage possible, and our suppliers do not need to physically inspect the goods prior to destroying them in some instances we offer the option of destroying the goods themselves at their own home - rather than having to arrange the return of the goods to us. This is offered as a convenience to our customers to be able to destroy it themselves, rather than going through the hassle of arranging to get the goods back to us. Sadly, whilst delivering items is very easy - arranging couriers to collect from residential homes is still very very frustrating - so we try to avoid putting our customers through this if we can. This does also reduce our carbon footprint slightly, because ultimately if the goods are being destroyed in your home - they would be destroyed upon their return to the supplier but a whole lot less fuel has gone into producing the same end result. We are fortunate some of our suppliers allow us to offer this to our customers. This need to return the goods prior to replacement is typical from any retail store before theyre replaced. The act of destroying & us then replacing is mimicing that in-store experience without the hassle of having to arrange for it to be returned to us. I hope that this explains this better. If you have anymore questions please feel free. Kind Regards, Tentworld team.It would just end up another piece of garbage in a landfill I would suggest letting us donate the slightly damaged product to charity and sending a replacement ASAP this not only satisfies your custom... Read more
er it also lowers waste and your “carbon footprint” I don’t think I am being unreasonableAdditionally, how is it convenient for the customer to have to destroy something? As a customer one should expect to receive an undamaged product, it is understandable that these things happen however... Read more
when they do I believe it is the responsibility of the seller to promptly issue a replacement. Don’t you agree?Details
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Hi Leona, sorry to learn you were disappointed with your recent shopping experience with us and with our change of mind policy. Regarding the Darche shower tent, since we took it into our range - it h... Read more
as been very popular. Sorry you were not satisfied with it. Indeed, it does come with a roof but as you've said - it is not able to easily shed rain. It is still however extremely useful in retaining heat inside the tent when showering (very useful for cooler months and evening showers) and of course for additional privacy from higher vehicles nearby etc etc. In our opinion, despite the flaw you've pointed out - this shower tent we think is one of the very best ones you can choose of its kind and I believe you can very much enjoy using it. Regarding our change of mind policy - for this, we are unfortunately stuck between a rock and a hard place when it comes to these situations. IF we accept this return, we are unable to sell it as brand new, unopened to the next customer. As, unfortunately, try as we all do - repackaging items to be presented as new, after they've been opened is nearly impossible. It is also time consuming. So if we accept it back, it then must be sold as shop soiled at heavy discount in order to sell it quickly. Even then this is a task, as it has to be remembered, and focussed on, instead of just concentrating on selling new items. Ultimately, the cost of us accepting back opened items is very expensive. For potential upset of future customers, for needing to sell things at a loss, and for losing momentum. However, refusing change of mind refunds like this is also expensive. We've upset you, and we definitely never aspire to this. Getting new customers into the door is hard when we face corporate competitors with huge marketing budgets. We do our best to treasure the customers we do have. We are very happy to try answer any/all questions our customers have of us prior to purchase, and we endeavour to ensure you're buying fully aware of the features, benefits, pros & cons of the items. But, in the end our customers must determine what is right for them, and make their decision accordingly. As you can see, for us, it is a no win situation. At the moment, for business simplicity our policy is to not accept opened/used items back for change of mind at all. ** NOTE ** I can see that you've never written a positive review for anyone else. So, this review is likely a 'revenge review' - we get it, you're angry. However, its important to consider those businesses you've had good experiences with - and write reviews about them too. As a retailer, we're always looking to other retailers to aspire to be like, and for those who our customers love. So, please can you consider leaving some reviews for those retailers who you've had good experiences with - especially in difficult after sales situations like change of mind returns etc. This helps us know who to use as our role models. Wishing you the best, and I hope despite your upset with us that you do ultimately find that you enjoy using your new Darche Shower Tent.