Reviewer Photos & Videos
- Online store
- Verified customer
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.
Terrible. Worst experience I've had after having troubles with a product I brought.
I brought a waeco cf 50l for my 30th birthday. Had dramas with it straight away (within 2 weeks)
Called tentworld to tell them the problems, was given the run around noting happens until another 2 calls. Had to take it to a service agent which it has been there for 2.5 weeks apparently needs a
New control board which it dumbfounded me how a new fridge can need this. I have an upcoming trip I can't take my fridge on And I really need it. I'm so annoyed with the customer service and the whole experience.
I should have bought a engel and not from tentworld!!
- Physical store
- Verified customer
Terrible customer service and returns policy
Extremely disappointing that when I tried to return an unopened and unused product 2 days after purchasing it to be told no refunds can be given and store credit only would be provided. I do not understand why your online customers are provided with the option to return an item for a full refund but your in store customers are not provided with this same service.
OZtrail Tourer 9 Side Pole Kit
Brought this so I no longer have a pole in the middle of my canvas tent. Awesome more free space. Easy to put up, works well, happy with purchase, thanks
They suppress unfavourable reviews of their products
I'm not happy with two Darche tables I bought from Tentworld. It had one singe positive review on their website. However when I bought them they were different from description with false claims of impact resistant edges and heat resistant top.
When I submitted a review to reflect this on their website, they did not publish it, so other customers keep on getting duped.
This is not right.
Bad returns policy
I went in to tentworld just before Easter and bought a rechargeable camp shower head and ensuite tent, in an attempt to make camping slightly less grotty. When I opened the camp shower I was very disappointed to find that the box was missing several parts needed for the shower to operate. Obviously I didn't take the shower, or the ensuite which I bought for the sole purpose of showering, camping. As soon as I got back, I returned to tentworld asking to return the items, and whilst the staff were mostly kind and helpful, they informed me that th...ey could not give me a refund for the shower, only a store credit. Additionally they did not allow me to return the ensuite tent. Now I am stuck with an unopened, unused ensuite tent and a store credit that I have absolutely no interest in using. Whilst tentworld has great products and mostly helpful staff, their poor returns policy really makes it too much of a risk to shop there.
Excellent customer service.
I recently made a claim on the Coleman HWOD through Tentworld. They were straight onto it, asking for photos & a description of the fault. After contacting Coleman, they got back to me & shipped the replacement parts immediately. Fabulous service, all fixed in less than two weeks. Thanks Tentworld!
Customer service like the good ol' days
Dropped into Warana store to pick up a hydration pack to use for a mountain climb a few Sundays ago. Wanted black in colour, nothing to fancy and between 2L and 3L. Shop assistant understood loud and clear. CamelBak Classic was the winner. Next stop... Big Hill, Queenstown, NZ.
Fantastic customer service and great products
I've shopped at Tentworld several times now and the result is always the same, great products at a good price and very friendly and knowledgeable staff. I arrived late Friday afternoon and had a pretty good idea of what I wanted. After browsing for a short time the staff were very quick to offer their assistance which was greatly appreciated, letting me know the options available. The new chair I bought has already been used a couple of times and is very comfortable and easy to carry, perfect for festivals/music events as the name suggests.
- Online store
- Verified customer
Slow shipping and absolutely zero communication. Stock levels inaccurate.
Placed an online order before 10am. Website advertises same-day shipping on orders placed before 10am. All items ordered were in stock. No shipping confirmation received. Followed up the next day at 1pm. Still hasn't shipped. One of the items that was in stock is actually not in stock and I'm told there's was a "warehouse counting error". As I am told this information their website is still showing the item as in stock. No explanation as to why the order didn't ship the previous day. No explanation as to why no one bothered calling or emailing about the item not in stock. Absolutely useless. Very disappointing.
Questions & 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 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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