Purchased an Oztrail Collapsible bin. Bin had faults after first use. Emailed Tentworld. I was told bin must be destroyed and photo's emailed to them and then a refund would be issued. There was no offer to replace the bin. No waiting on refund...
I know each store is different, and faulty products can be frustrating to deal with both the customer and the store.
My experience is only with staff in the store, it has been very positive. Each time i was there plenty of staff, always offered help when walking in store. They offered extra help and when i asked for help using an item just purchased more than happy to help with simple request.
I prefer to go here that big branded stores, lots of products and friendly service for the Burleigh store.
Remember people are more inclined to leave a bad review than a good one. But if you have bad experience you should let people know.
Great customer service
Brought a swag on the weekend from Tentworld Ipswich and when unpacking, one of the spreader poles was slightly dented preventing it from extending properly. Took it back to the Ipswich store next day and they replaced the faulty pole straight away with another one. I was extremely worried I was going to have to wait or receive poor customer service from reading the reviews on here. So was very impressed and appreciative with the Ipswich Tentworld staffs help. I have brought numerous supplies over the years from Tentworld they have a great range and quality camping gear. Thanks for always providing a great experience.
Very disappointed with Dometic
We bought a Dometic Porta Potti from Tentworld.
We filled the top up with water and it was leaking.
Took it to Tentworld and were told that we had to take it up with Dometic.
We took it to the Dometic Service Center and they told us that they have no idea how long it would take.
We have been waiting two weeks and we have only now received a replacement water tank, and it looks old and second hand with all the marks on it, dust in the joints and water around the cap.
Very disappointed with Dometic's so-called after sales service.
Faulty Product & Terrible Customer Service
I received a faulty tent after purchasing online. TentWorld customer service team have advised that it is “unlucky” to have received a faulty item and will not exchange or refund on the item, they will only process a warranty repair. The product is new and unused and arrived faulty - somehow this is my fault and considered “unlucky” to receive a faulty item. Totally unacceptable customer service.
Cheating, disgusting and unfriendly customer service
I went to your Coopers Plains store to ask for price matching on supa-peg 225mm tent peg.
1. The manager is refused as "there is not worth for them to match .29 cent cheaper at Snowy Store in Brendal". This is disgusting. Yes, as a customer, it is worth every single cents for me.
2. I contact the head office ask about their price match policy. The guy named Jarrod is very friendly and try to sort out the price match. They are happy to do it and ask me how many do I need and which store I will come to pay and collect it. I gave your Cooper Plai...
disgusting & underhanded customer service
I called your Coopers Plains store to ask for your best price on a Joolca hot water system. The guys reply was to come to the store if serious to discuss hes best price. We drove 45 mins to the store to be told they don't do any discount pricing on Joolca. The attitude was very snide & condescending when we explained what we had been told over the phone. We have used Tentworld a lot over the years but wont be going back any time soon. As fortune would have it Joocla was doing a 10% off on e-bay so we took up this offer. Karma perhaps? If any one is chasing Joolca check e-bay first.
These guys go way beyond the ordinary!
In our 60's, I have been able to talk my husband into going camping again! The guys at Tent World were really helpful and understanding of our need for the odd bit of comfort. They went beyond what you would expect from great sales staff in helping us put together what we needed.
purchase oztrail fast frame dusk tent and coleman all terrain queen inflatable matress.
great staff at Townsville. helen was very helpful with info about tent and mattress. will be back again to check out other gear. store set out is great with plenty of room to move.
Bad customer service!!!
Bad customer service, spent nearly 2 K from store when wanted to return some band new product as it was faulty they didnt swap it for me. I would give them zero if I could.
Great store and helpful staff
The staff are so helpful. I had a lady,Kat(?sp?) and she knew exactly her stuff!!! The store is laid out in a logical manner and not all squeezed into a small space
Beware Beware Beware Online Store
I purchased an inflatable Thermarest Mondo King XXL mattress from Tentworld only to have the wrong item sent. I ordered an XXL but a L was delivered. When I contacted staff to question transaction I was told because it was a special order there was no refund or exchange policy. The XXL was on the same price as the Large for $399, so my question to them, "Why would I order the L when the XXL was exactly the same price." I feel somewhere between me ordering the item online and their processes an incorrect item code has been placed. Good luck ...getting any satisfaction. Now I am left with an expensive incorrect sized item just before Easter Camping. Not happy jan. NB: It appears that I am not the only person to have similar issues according to previous reviews. "I purchased an inflatable bed from Tentworld only to have the wrong item sent."
Ordinary response to a warranty request.
Purchased 2 OUTDOOR Companion Rhino Lounge chairs in December 2018 @139.00 each, went to use them again last Wednesday 10/4/19 and found one had rusted on letting Tentworld know and sending them photos on my return ( i did not take the chair as rusty water was pouring out) . I did leave the chair outside for about 2 days but in saying this they are OUTDOOR chairs for gods sake and they shouldn`t have rusted in that amount of time. Tentworld and Companion will not cover any warranty.
Not really happy with any of there responses.
I ordered a tent online from Tent World and was very surprised how quick it was delivered. Only 3 business days. It was missing tent poles for the awnings however when I contacted them they had arranged a replacement pole set within 10 mins of me contacting them. I would highly recommend tent world as the service is great and nothing is a problem.
Roman Rapid X Quick Up 420 Instant Tent
Purchased tent 'Roman Rapid X Quick Up 420 Instant Tent'. First outing weather was windy and major centre support poles snapped. Tentworld would not refund. Wouldn't recommend tent or company.
Great customer service
Recently ordered Blackwolf Turbo 450 Cabin. It arrived with a small whole in the fly. I emailed a photo and after two days the team let me know that they had worked with Blackwolf to organise a replacement fly to be couriered straight to our house.
On one hand you might read this and say well that's exactly what we would expect as a consumer. Though so many times at other online stores i have been disappointed and ended up arguing the toss about how the damage occurred, can i send back the original item first, who pays for shipping etc...... I was pleasantly surprised!
Thankyou Tentworld, you have a loyal customer
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 ha...
- Online store
- Verified customer
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 servi...ce 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.
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Questions & Answers
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!
Dedicated Camper T.Tentworld
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 something 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 customer it also lowers waste and your “carbon footprint” I don’t think I am being unreasonable
Additionally, 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 when they do I believe it is the responsibility of the seller to promptly issue a replacement. Don’t you agree?
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