Poor product, even worse customer service
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,...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.
Tentworld No Aftersales Service - "It's out of our hands"
Purchased Travelmate TDMZ80 from Townsville Aug'20. Fridge stops working in WA in May'21. Call store to arrange repair/replace/refund. Told to take it to a repair centre. Nearest is 1000km, whom pays to get it there? Whom covers my off food? What refrigeration do I use in the meantime?
All Townsville could say: "It's out of our hands"
No responsibility, no accountability, no offer to arrange the repairs/warranty checks with Evakool, their supplier.
I didn't buy the fridge from Evakool, I purchased it from Tentworld. Expect Tentworld to take care of after sales service, but instead their staff and manager could only say: "It's out of our hands".
Terrible post-sale customer service
Purchased a self inflating mattress. Took it home, let it inflate, then deflated and packed it up.
Noticed that the mattress slowly self inflated again over 24 hours. Called the manufacturer and was told to return it to the store for and exchange.
Drove 1.5 hrs to the Adelaide store but staff refused to immediately exchange it because they had to “verify the fault”. We explained that we had driven 1.5 hours specifically to exchange it and didn’t want to make another unnecessary trip but they refused to help us out. Think about the logic for a m...
- Online store
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..
Paid for in August 2020, received in January 2021
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...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 promptly
First and last order
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.
Do not buy from this store
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.
Return policies sucks
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
Terrible,. Delaying refund. no response to follow up emails
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...ot 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 Paypal
- Physical store
no refund on faulty product!
I purchased a faulty product for $89.99, I returned it and was offered the same. I no longer trusted that product and was offered something else but at a price of $170. This was out of my range. I asked for a refund and was refused. I was offered a credit. I don't need anything else. Again I asked for a refund so I could purchase the item elsewhere,and was refused. Customer service unacceptable. I am taking this further to the consumer ombudsman.
Fine store, terrible shipping
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.
Website ordering PayPal and credit cards just don't work
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.
- Physical store
Definitely do not purchase anything from the TENTWORLD stores.
The Tentworld stores have been in business long enough to know about the Qld Consumer Laws that are in place to help protect the consumer but they blatantly disregard these laws. If you return something within a reasonable time frame because the item was faulty or it didn't do as the product description said it would then you are entitled to a full refund but not according to Tentworld. At best they will give you an in store credit. Watch this space...
Delivery not within timeframe, customer service quote their rules, unable to listen to what the real issue is
Expected delivery 2-4 days, I confirmed with courier on the Thursday it would be there by the Friday and they said yes. Did not arrive until Monday by which time too late. Tentworld keep saying estimated, however when someone's write 2-4 days then that is what is expected. Furthermore an agreement with their courier company that it would arrive by Friday constitutes an agreement. As a result I lost money by it not being there. Have spoken with ACCC and Consumer Affairs. Off to VCAT next as the advice I have is that although they stated estimate...d, it is not easily read on a mobile phone and by saying2-4 days a consumer means mi-leading. It should have been stated at the check out. All I was trying to do was my first market stall to help my kids with selling their items.
Extrimely bad service.
Extrimely bad service. I did order from Sydney and got used, scratch oztrail table with sink paking a soft plastic bag for $79.99. Refaind unposible. Nobody not coming. Used my time, used my money.
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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