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Tentworld Online store
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- 4 reviews
- 2 likes
ordered a coleman 6P tent and website claimed item would ship in 3 days, that was at the start of july, its now the 28th of july and its just shipped, i wrote an email to them during this period in which case it took nearly a week for them to reply claiming their "system update" was the reason to blame and that there was nothing the could do for me
I ordered something on July 7. Heard absolutely about it being shipped so rang them on the 16th. Oh, sorry system is down. Mind you, she could check the details of the order on her computer. I’m told it needs to be “processed”. Having worked in retail I translate that as someone sticking it in a box and posting it. Why can’t someone stick it in a box and post it… Not that easy! I explain it’s a present for my nephew and it’s his birthday on the 20th. She tells me I’ll get a response on Monday. I get a response on Monday the 19th. It’s just a fo...
Read morerm letter, which I should have received long before this point. This is lousy customer service. It’s just “Sorry, computer says no” and passive aggression. It’s now the 22nd and nothing’s been shipped and my twelve-year-old autistic nephew is still waiting patiently for his torch. I’m angry because this is just we don’t give a toss customer service.
Hi Kaye, really sorry for the delays you've been experiencing. We upgraded our computer systems on 1st July which threw more than a few spanners in the work. Every day we've been pulling spanners out...
Read more, thinking that was the last one - just to find it's still jammed. Fortunately, we are really getting back on top of things and if you've not decided to cancel & have your refund issued - as we completely understand you might have decided to do - we expect it'll be dispatched very soon. Really sorry to have let you down. Please be assured that we never meant to inconvenience you like we have, and the entire team are doing their best to get that sticker on your box asap. We are sending hundreds of parcels every day now and rapidly catching up. Sorry again. Kind Regards, Tentworld team.
Well, I’m sick of the excuses, and now have cancelled the order and requested a refund. I’m suspecting this refund will go the same way as the order… we’re “processing” it. I wouldn’t touch this crowd...
Read more with a sixty foot barge pole. They’re obviously having some difficulties and are covering it up.
Placed an order online based upon shipping the next business day, 10 Days later has still not been Shipped!
Order placed 30/6/2021
When placing the order online the item was to be shipped, as advertised, on the next business day the 1/07/2021.
07/07/2021 Received an email stating we've encountered a problem with your order. See Below:
"Hi ###,
Tentworld Order: ########
...
Hi Avid Camper,
Thank you for taking the time to write this review and to let us know your feelings. ...
Read more We are very sorry to have let you down. By way of explanation, but certainly not an excuse on the 29th & 30th June we did have signs & notices up advising of delayed dispatch of a few days for stocktake. We did our best to make this clear, but we are seeing that many customers did not notice this. You are not alone in this. The reason we conducted this stocktake was because we were advised to do so as part of our computer software upgrade that took place on the 1st July. This stocktake was to help the transition be smoother. This software upgrade was conducted as planned on 1st July. This upgrade was to improve dispatching speeds, and generally improve the operations. Unfortunately this upgrade has been anything but smooth and our dispatch team has had all sorts of trouble with getting up to our normal operational speeds. We are behind. We did build a buffer to cater to this, but did not anticipate the disruption to be so big. There have been some unexpected hiccups with the upgrade which we're struggling with. In regards to why we make refunds forthcoming and easy to get - we understand that due to the delays out of our customers control that you may need to make alternative arrangements so it is unreasonable for us to hold onto your funds if we’ve failed to meet your needs. Naturally, we would prefer to retain your sale - but we would prefer more to avoid damaging our relationship with our customers over the sake of a single sale. FYI - Normally, we are easily able to dispatch orders within 24 hours of receiving and we are rapidly catching up. We hope to be caught up by the end of this week. I hope this goes someway to explaining the situation we're in at the moment. We are working through it and understand that we've let you down & others. If you have any more questions - feel free to send those to feedback@tentworld.com.au Of course if you do wish for your refund, say so and we'll process it. Otherwise, we are rapidly bringing our new software under control and are working incredibly hard to dispatch all our outstanding orders. Kind Regards, Tentworld team.
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- 9 reviews
- 2 likes
It is very reliable to purchase from Tentworld. Accurate delivery information. Great service, prices, good value for money and great customer service
Thank you for shopping with us Tal & for your wonderful review it's most appreciated. Happy Camping!
- 2 reviews
Ordered 3 items in November last year, two of which were an Oztrail tent and also an Oztrail gazebo. Upon pitching the tent for the first time (on the trip itself - we live in a flat so are unable to pitch it here to inspect it) we found several holes on the ground of the inner fly, which let in water during the trip. Tentworld replaced this, however, upon pitching the replacement there were holes again on both the ground and mesh of the doorway. Tentworld not only refused to replace this clearly faulty product, but actually laid blame upon us,...
Read more indicating the damage was our fault on account of rocks and twigs (it was grass) and fire damage (there had been no lit fires - it was day time at Easter) respectively. As seasoned campers this was incredibly disappointing. Both this tent and Tentworld had positive reviews, therefore why the product has been faulty on two occasions is anyone's guess. Sadly I cannot say the same for the customer service department at Tentworld. We were offered a patchup kit, however having lost all faith in this supposedly excellent product, at this stage nothing less than a refund would have been acceptable. After writing a complaint letter we were then ignored until further prompting. To add insult to injury, the release button to extend the legs on the Ozworld gazebo we purchased became stuck on it's second use - to have use of the product we had to use a stick to support the frame. With this ongoing tent issue it felt like I could not request a replacement frame. Six months on, no resolution, $840 down. Two trips tainted with neither a tent or gazebo fit for purpose for the future. Certainly will not be using this brand or company again.Hi Lauren, really sorry to read that you're unhappy with the gear we've sold you & our subsequent efforts to help solve the problems you're having with your new gear. This is never our aim. Can you ...
Read moreplease email feedback@tentworld.com.au with details of your warranty claim and I'll take a look into it and see what we can do to help you get out there using your gear again.
- 7 reviews
- 6 likes
Tentworld has always provided stellar advice, service and professionalism in my every dealing with them.
The majority of these bad reviews are people dont read policies, dont check the item is in stock, expect to know THE minute the item will arrive, and some are right are near DEC 2020 when so many industries struggled with stock and shipping and a lot of people are quoting legislation they clearly know nothing about....
Tentworld are a fantastic Australian owned company in one of the est places in QLD. Toowoomba.
Good prices and service that absolutely blows BCF and the others out of the water.
Thank you for such a great recommendation Juzzy! So glad that we've been able to impress you.
You're right - our reviews on ProductReview.com.au dont really look great. ...
Read more A while ago, we used to ask happy customers on occasion to come here to leave reviews - but these days we think there is enough evidence of the good job we do elsewhere that we've decided to leave ProductReview alone. ProductReview.com.au do not seem to do a good job of encouraging reviewers to not only do negative reviews, but to do positive ones for those businesses they have enjoyed working with. Most negative reviews we've received are from reviewers who have never left any other review! Before or after. There are a few good places to look to see how we're doing. 1) Our Google Maps locations reviews. 2) Our eBay Feedback Profile - currently we have a 99.6% positive feedback rating. https://www.ebay.com.au/fdbk/feedback_profile/tentworld-aus 3) Reviews.IO (independent review collection service that we pay to contact our customers) Currently 4.63/5 from 11,367 reviews. https://www.reviews.io/company-reviews/store/tentworld.com.au Thanks again for your review! Happy Camping!
Ordered a tent on the 12/28/20. Email said delayed to 23/01/21, the next email delayed it to 25/02/21, then the next email delayed it to the 19/03/21. At this point I feel each "we apologise as there is a short delay" is entirely untrue..
Hi Ben C, sorry to read about your experience with us. Thank you for taking the time to provide your feedback on your experience with your pre order experience with us.
We (and most retailers from a...
Read morell industries) have been struggling with changing ETAs & unavailability from our suppliers. Unfortunately, we are working with the best information we have at hand and doing our best to keep you informed. Never before have ETAS been so hard to manage. Usually they're right by a few days.
We bought & paid for our 9 piece camp oven set in August 2020, received an email to say that it would be delayed to September 2020. That was OK, we could wait a month but it didn't turn up. Got another email to say that it had been delayed until December but again didn't turn up. Fired back an email & was told we could get a refund or they had the 6 piece set (with much smaller camp oven) ready to go! Then got another email to say that it would now be 12/01/21. 16/01 I sent an email back asking where our product was - again they hadn't received...
Read more it and again we could get a refund or they had the smaller set ready to go. IF I wanted the smaller set, I would have ordered it! Finally today our set turns up. I'm yet to open it up but fingers crossed. My suggestion is if you don't have the item, put an "Out of stock - advise when back" & don't take customers money and not be able to deliver promptlyHi Fiona, thank you for taking the time to provide this feedback & very sorry for the inconvenience you've experienced. We've tried hard to keep communications open & transparent about the shipping de...
Read morelays on the cast iron cooking gear that we sell. For your information - cast iron demand significantly spiked due to people cooking at home, and in their backyards. The fact you were doing a Pre-Order - should have been clear on checkout - and then we follow this up with email notification too - giving you the option to cancel. We also give you the option to cancel at any time during the wait..... Unfortunately you are right - the ETAs on this cast iron equipment has changed many times & sadly, we are trying to work with the information we're provided by our suppliers. We even add buffers to that to protect ourselves. Sadly they were not enough, and we're sorry about this - we have discussed with our suppliers the importance of accurate ETAS - but in their defence - there are a lot of extra variables we're all trying to manage that were not present PRE-COVID. So we're all catching up somewhat. Sorry again for the inconvenience you've experienced - we appreciate your feedback and we'll use this to try do better.
Thank you Tentworld for your response.
Our issue was not with your communication, but with the fact that we paid for this item so long ago and at the time we should have been made aware that the pro...
Read moreduct was not available for immediate delivery. There should be an option to possibly take a 10%-20% refundable deposit at the time of ordering OR "this item is currently not available, but we will let you know when it is" option. Don't take the full amount & not be able to deliver.Thank you for that additional information Fiona. Unfortunately, our current web platform does not allow for deposits - but it is a great suggestion and one we'll investigate - as this is exactly what we offer in-store.
- 10 reviews
- 14 likes
Ordered an item for the first time from Tentworld and it will be my last assuming I even get this order.
Sent by Toll but no tracking etc. Claim item was picked up by Toll at 12.30pm but Toll shows shipping info entered at 1.46pm does not add up.
They do not seem to be really bothered that my item has not turned up and that Toll claim they never received it for delivery hence the no tracking in their system as it was never scanned. Needed item for a overnight walk and thought I allowed plenty of time for delivery.
Hi Billyv53, really sorry to hear about your parcel and the delays its experiencing. Would you mind please emailing your order number to feedback@tentworld.com.au so I can take a look into your partic...
Read moreular order and its status so I can try assist at all? RE: The time delays. Please know that we dispatch our online orders from Queensland, so possibly due to TOLL being national - they're likely using NSW time to store this data - hence - we're saying 12:30 QLD - TOLL is saying 1:30 NSW - its the same time because QLD operates 1 hour behind NSW during daylight savings.Find out how Tentworld Online store compares to other Camping Shops
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Bought 2 RV Rhino Beds from the online store and they weren't what I was expecting and not what I was looking for. I called Tentworld and they said I have to ship them back to QLD. They are huge and would cost me a fortune to get back there. I could take them into the store for credit but I don't want credit. He treated it like it was a change of mind but I'm pretty sure you're allowed to take things back if they aren't right. I will never buy from them again and I will be telling everyone I know not to buy from them either. Absolutely ridiculous and I'm pretty sure illegal. I'll be writing to fair trade over these fools.
Hello Loading R, really sorry to read that you're unhappy with our change of mind refund refund policy. We try our best to ensure that our product listings are as detailed as necessary so that you can...
Read more make informed purchase decisions - but we also operate physical stores for this reason too - because often seeing & touching things yourself can bring so much more knowledge than simply reading product specifications. However, that being said - this product has been a popular one of ours for a long time & we do clearly display the packed size. YES - they are big, but they're popular because they're also comfortable. That being said, they are huge & not everyone has the space to store them. We understand sometimes mistakes happen, which is why we do enable you the possibility to return & exchange for something more suitable. If you'd like to email feedback@tentworld.com.au with your invoice number, your closest store & requirements for your bedding - I'd be happy to try assist you finding a more suitable bed to match your requirements. Kind Regards, Tentworld team.
Bought an item online that I didn’t want anymore but you can only get a credit for it. I’ve been waiting to exchange my product for more than 20mins now but they can’t figure out how to do it. Waste of my time and won’t ever buy here anymore
Hi Paolo, sorry to read about the trouble you've had in our store. What you've described is definitely not what we aspire to. Can you please send through more information to support@tentworld.com.au...
Read more so I can investigate & assist you with providing resolution. Kind Regards, Tentworld team.
- 2 reviews
- 1 like
There was an address error in the shipping. This was spotted by me a couple of days later. Contacted Tentworld headoffice and was told cant fix address (cant be redirected ) and parcel had to be returned and then reshipped. This is not true. I lodged a redirection myself with Couriers Please who confirmed and accepted my redirect. They then proceeded to ignore it and return the parcel back to QLD . I now have the notification to say goods have been returned to Tentworld but when I followed up regarding my refund, I was told that they havent g...
Read moreot the goods and I would just have to wait. A week later and there is No response from Tentworld to any follow up emails nor is there any refund. The small fixable problem of an address error was compounded by and made worse by Couriers Please shabby service. I shouldnt be held accountable for their mistake by having my refund held hostage. Couriers Please have advised that the goods have been returned. Tentworld not finding the parcel is not the customers issue,. its an issue between Tentworld and Couriers Please. Couriers Please can provide a POD - Tentworld could probably even log in and obtain one. I would like my refund and am going to escalate it to the Dept of Fair Trade and lodge a dispute with PaypalHi PurpleinOz, sorry to hear that your experience with us is not going great. Can you please email feedback@tentworld.com.au so that I can investigate & try assist with this one.
I have emailed you, This has been escalated to Paypal, who found it was necessary to escalate it themselves and not just leave it as an open dispute.
Please action my refund as soon as possible.
Store is fine, but their choice of bargain bin courier service is so bad I’ll never shop here again. Shipped via CouriersPlease (1.3 star google rating) and as expected the shipping process has been awful.
Thank you for your review Graham. We constantly monitor the performance of all our couriers, as whilst of course the cost of service is important... So is the experience! Currently, we are finding C...
Read moreouriers Please to reach the same levels of satisfaction as our other courier partners - Australia Post and Toll. Both do very well, for the vast majority of the time & sadly - their reviews they receive on Product Review do not nearly accurately represent the total level of satisfaction that they deliver........ Sadly, sometimes they bomb out and it's only these customers who do write reviews of Courier Companies (and us) - but all the happy ones are off using their new gear, and thinking nothing of the seamless delivery service they experienced.... Sorry that you were part of the small minority who did not enjoy a good service from Couriers Please. I'm confident should you try them again - you'll find this to be different. Kind Regards, Tentworld team.
Tried a ton of different cards, visa MasterCard and then PayPal, nothing works lost $500 order, site was ok had some decent stuff on it but its completely frustrating when a website isn't setup correctly and error messages don't help at all.
Hi Mike, really sorry for the late reply here. For some reason we're not receiving notifications of reviews from ProductReview currently. We havent had any known outages of our payment systems - and...
Read more are certainly transacting every day! If you're still wanting to place that order, and still having trouble - feel free to call us & we can take your order via the phone. Kind Regards, Tentworld team.
I bought the Fiesta compact gazebo prior to Christmas, to be used for the first time on Christmas Day. Unfortunately the clips jammed, and we were unable to use the gazebo at Christmas. I emailed Tentworld a few days later, and they responded promptly, letting me know the steps to be taken to return the item to QLD. They also contacted me by phone, which they asked if was ok first. I told them that I was going on holidays, so I wouldn't be able to return the gazebo until I returned from holidays. They said that was fine, and to make contact on ...
Read moremy return. They arranged a courier to pickup the gazebo from my home, then notified me when it arrived, and asked if I would prefer a refund or replacement? I chose a replacement, and asked if it could arrive at my home in Sydney, in time for us to take it away for the Australia Day long weekend? Tentworld said they would try, but couldn't make any promises. Sure enough, the gazebo arrived 30 minutes prior to us leaving, and we were able to use our replacement gazebo on Australia Day, and all was good. I highly recommend the team at Tentworld, and would purchase from them again.Thank you for taking the time to write this review Dianne! Sorry for the initial troubles you had - I can imagine that would have been very annoying on Christmas day :( . Glad we were able to sort it...
Read more out for you as painlessly as possible. What great timing for the replacement gazebo! Happy Camping, Tentworld team.Find out how Tentworld Online store compares to other Camping Shops
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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!
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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Hi Zac, sorry that you've been caught in our system update - but I am glad that your tents been finally dispatched. Really sorry for this, the system update has been far more disruptive to us than we...
Read more had anticipated. We did think that a shipping in 3 days, instead of our 1 day was going to give us enough buffer. But it did snowball, and the issues did not resolve as fast as we'd been lead to believe by the consultants we've employed to assist us with this update. I hope you enjoy your new tent & thank you for shopping with us. Please also know that this system update was a once in 10 year type upgrade and we have almost totally resumed business as usual now - but with some great extra powers to better service our customers. Kind Regards, Tentworld team.