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Horrible service and product
When we ordered our tent online we were told no more then a few days until we received it. 2 weeks later and after many phone calls not being returned we finally received the stock. When we set the toilet tent up we can see it had already been used, scuff marks and dirt all over it as well as a rip on the bag and also did not receive the peg bag. I am just astounded by this level of indecency. Whoever runs this business needs to do some quality control.
Terrible customer service - rubbish quality of products
I was at the Caringbah store. It took over an hour and a half to get a refund for a product that broke after less than 10 minutes of use. The refused a refund until the other customers in the store told them they were being unreasonable. They had to call the owner of the store who also refused a refund at first. When they agreed to a refund they had to call another store to process a refund of the faulty product. Never again...
Thieves and charlatans
Placed & paid an online order with Kangaroo Tent City for a Oztrail Kirra Beach Chair and Quad Beach Low Sling Chair with combined postage. Received a phone message that quad chair was unavailable, but there was an alternative model available . Returned phone call and advised that alternative model not suitable, so asked for chair + the additional postage costs to be refunded. Received Oztrail Kirra Beach Chair buy courier, but yet to refunded for Quad chair costs. Sent emails but no reply,
In the interim I purchased a Quad Beach Low Sli...
Disgraceful customer service
After purchasing an Oztrail furniture bag online and patiently waiting it was getting nearer to needing to use the bag and it still had not arrived, so i contacted the online store only to be told " the girl is busy" and " Did you pay, We will call you back" But the phone call never came so after another long winded phone call I was told that they didn't have them in stock and would have to ordered in with at least another 2 week wait. I told the girl this is too long as i needed it before then and asked why did no one call me, She laughed a...nd said she would have called me eventually. I did not find it amusing at all and asked for a refund. But i am still waiting and have to contact paypal to get the refund for me. I would rather pay double the price from somewhere else than give people like this my money. If your thinking of purchasing from these people do yourself a favour and make sure they actually have the item in stock The item i tried to purchase is STILL on their website full well knowing that they don't have them!! I will NEVER buy from your store again
- Verified customer
Appalling communication, faulty product, inadequate resolution
We purchased a home-brand tent from kangaroo tent city that was damaged and not as described in the product description. After many months of trying to reach a resolution with various staff members, and not being called back despite 19 received calls and emails, we were finally contacted by the manager of the chain of stores who was rude, aggressive and dismissive of our concerns. We contacted the department of fair trading but were told that because they have no legal standing, and because ktc would not agree to refund our money, we would have...to take the matter to tribunal court. As we didn't have the time and money to waste on this process we cut our losses, exchanged the tent for a different brand which was not what we'd been hoping for, and sold the new, undamaged tent ourselves. Our dealings with kangaroo tent city were very frustrating, time consuming and expensive in the long run. We do not recommend them and we will not be using them for any future purchases.
Terrible Terrible customer service!!
Where do i start... I required a inner tent for my gazebo and ensuite for my camping trips ASAP. I purchased these items online on the 22/4/17, i waited patiently for my products but received a email on the 3/5/17 stating they didnt have the inner tent in stock and if i wanted a refund. This email was sent 12 days after original purchase and they still hadn't sent my ensuite. I asked for a refund of my inner tent and send the ensuite asap! i did receive the ensuite and waited for my refund for my inner tent so i could use that money to purchase...another one. Over the next couple of weeks I rang the company several times for my refund, and they stated they had to ring head office and get back to me. Only 1 salesman returned my phone call! The excuses I received was the lady was on leave or there is a camping show on. Sorry i don't except these excuses as if you are short staff, employ more. Anyway i finally received my refund for the inner tent on the 23/5/17, that is 1 month after original purchase.
Good tent sale and value for money but not good customer service - Castle hill
Bought an oz trail 4 person tent for Christmas at the Castle hill store. I had to LITERALLY look for someone for assistance on recommendations, poles and assistance to see what the tent looks like.
On their mission statement they say "someone will be always assist you in store"
that was a lie...
other than that, quick sale and 1 year warranty, used it a few times
Castle Hill store is Awesome!
Went into the Castle Hill store this wednesday and spoke to a lovely young man named Wade - he was helpful, gave us a totally unbiased opinion on the tent we had selected to purchase and made us feel incredibly valued. While he wasn't able to match the price of the tent we saw elsewhere, Peter and I gladly paid the extra $100 as we were happy to pay for the excellent customer service and the service we will be getting from there in the future. They have won us over from purely online shopping, and Wade has given us a card with the shops' phone number and offered us after sales support - which we have never received anywhere before!
Wade - you're a gem and we'll be back!
Bobbie and Peter Staavensen
I phoned yesterday for information on gazebos for camping. I was looking @ three brands. I was told that Blackhawk was sturdier than Coleman or Ozytail & that the store @ Castle Hill had one available. Hence I travelled from Hazelbrook to Castle Hill today to review & probably to purchase. Once in shop I was then told they didn't have one in stock. Wasted trip!! Very angry. No service. I wouldn't shop @ this store ever again. Frances Phelan
I bought a backpack (blackwolf), I called up the store (Castle hill) and asked if they had the same price as the online store I was told yes. On arrival I had very friendly service.. however on payment it did not have the 25% off as I thought it would. They were quick to match their online price. All in all it was a positive experience.
I previously used to shop at the penrith store until it burnt down, it was my favorite, I still venture out to Castle hill and Arndell park stores. Some of these reviews here make me laugh, lazy and stupid people not checking gear before they get to their camp spot and whinging about a couple of dollars. Is not the fault of the store GET A LIFE. Typical idiots shifting blame, no one is perfect and often the staff are young people early in their working life.
Don't live up to their word. Terrible customer service.
After reading their tent price guarantee: " If we can't match or beat any competitors advertised price* on the exact same brand and model of tent**, we will give you the tent for FREE***"
I found a cheaper price elsewhere, emailed them the link to the website, waited a week, sent another email and was finally told "we do not price beat" and offered the same price. It says clearly that they are willing to "match or beat any competitors advertised price" . I would not bother chasing them up and waiting a week to be offered the same price plus postage costs. Hence no incentive to buy from them.
Great Service can never be beaten
After being stuffed around by another company on a tent order I had to start my search again and found Kangaroo Tent City. They had the same tent at the same price as I had found, only it was in Sydney and I am in Brisbane.
I called regarding freight but it was too much to consider ordering it (freighted by courier). Despite that, Peter from the Chatswood store was very helpful.
We talked for about 15 minutes about camping and tents. I told him the situation I had dealt with and he was very understanding and gave me some great advice of t...hings to look for in a starter tent. If only there was a Kangaroo Tent City in Brisbane....I would be there in no time at all. I think Peter knew I wasn't going to purchase anything because of the freight cost, but still went above and beyond to help me out with advice. This is what great customer service is all about. Well Done! Customer service is amazing, great prices.
Beware warranty is non existant
Bought two top of the line Oz Trail Haymen sun lounge camping chairs last December from their Tuggerah store. They have hardly been used and already the eyelets are starting to rust, These are camping chairs supposedly designed and made for outside use Both the store and Oz Trail say that it is alright for the chairs to rust as it will not affect the chairs performance, even though in time the eyelets will rust away and cause the chair to fail but that is OK. They must consider their product only has a life span of a couple of years.
Store warranty non existant
Bought some camping gear before setting off. Only realized after arriving at destination that sleeping bags were missing. Did ask shop assistant if everything was loaded into car and he said yes. Called them up and they agreed to deliver halfway. So I drove back an hour and half only to discover that the sleeping bags they brought weren't what I purchased. The ones I bought were -5deg whilst the ones they delivered were +5deg. Utter rubbish.
Poor customer service
Beware of Kangaroo Tent City Parramatta when it comes to faults in new tents. We opened our brand new Coleman Chalet 9xl CV tent to find a hole in the fabric of the main body – not on a seam, actually cut into the fabric. We drove 3hrs to the Kangaroo Tent City store to return it, only to be told that it would need to be sent to Coleman for review – not ‘sorry, we understand you paid for a new, undamaged product so let’s get you one of those shall we, and we’ll handle the outcome of the damaged goods from here’. No, no. We were given the run-ar...ound. The damaged tent was repaired by Coleman (a seconds tent anyone?) and sent back to Kangaroo Tent City Parramatta and we were expected to be happy to come and pick it up – 3hrs drive away. When we indicated that we did not want a repaired tent, we wanted a new undamaged version we had paid for, we were told by KTC that we had no option but to take the repaired tent and that if we really didn’t want it once we had it in our possession, well then we should try to sell it! Since when did it become our responsibility to shift seconds products that we did not want in the first place? Needless to say, it's still out the back in their store and we're still paying for phone calls trying to sort this out. Appalling customer service, no effort at satisfactory resolution.
We bought a 4.5mx4.5m gazebo for $400 form the north parramatta store.
It collapsed on us on XMAS DAY due to rain, we contacted the store to be told that it voided warranty because it had rained. Apparently we should have folded it away.
Go figure, you buy a outdoor shelter for it only to be worthwhile when used indoors. Not Good Enough Guys.
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