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Online store, Physical storerob peateyNorth Queensland, QLD
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.
1 comment
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MelSouth East Queensland, QLD
- 4 reviews
- 5 likes
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.
1 comment
Tentworld T.Tentworld
Hi Mel, firstly - thank you for shopping with us - we value your business. Secondly, sorry that you're disappointed in us. What you've described sounds very strange.. If you've got brand new faulty ... Read more
gear from us, then this is a simple case of going through the suppliers warranty diagnostic process to ensure appropriate resolution. Given you're saying its in brand new condition, this should be easy. In addition to that we're obligated to repair/replace under Australian Consumer Law if it has manufacturing faults but naturally we want to do it anyway, as we want you coming back for life. Something seems to have gone wrong here from the information provided. Please email me details of your claim including details of your warranty claim, invoice number and contact information to [email protected] so that I can investigate & resolve. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
QueenieNorth Queensland, QLD
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
1 comment
Tentworld T.Tentworld
Thank you Queenie! Enjoy your new camping gear!
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KevinBoambee East
- 2 reviews
- 3 likes
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 ...Read more
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."1 comment
Tentworld T.Tentworld
Hi Kevin, I am very sorry to hear you're unhappy with us & that we've let you down.
Following the receipt of your review, I have been in contact with our third party ecommerce platform provider Neto ... Read more
to discuss with them your allegations regarding the order being changed from Large, to Extra Large.Similar opinion? Write a review on ieatwords.com.au!
Michael GSouth East Queensland, QLD
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.
Mike G
2 comments
Tentworld T.Tentworld
Hi Michael G, I'm sorry to hear you're not satisfied with the outcome of your warranty claim. We always look to ensure that a fair & legal outcome is achieved for our customers with our suppliers. If... Read more
you believe this is not the case and a mistake has been made then please email [email protected]. Please ensure you include all relevant information including purchase date, invoice number, previous correspondence & images. Once received, we'll investigate your claim to check it's been correctly assessed and if so, try to offer you further clarity as to why this is the outcome. Kind Regards, Tentworld team.I would understand if the chair was a year old or more but not 4 months, the tag is still attached to the chair.
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MartyHunter Region, NSW
- 2 reviews
- 2 likes
Excellent
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.
3 comments
Tentworld T.Tentworld
Thank you for the great review Marty ! I hope you are able to go camping soon & put your new tent to good use! Kind Regards Tentworld team.
We have used it without the awnings. It was in torrential rain, and I'm pleased to say it withstood all weather with ease. Inside was extremely comfortable for 2 adults and the 3 kids. Our first setup... Read more
was done in the pitch black dark with use of a camping light. It went up super fast. The put down was done in the rain and done just as fast. Great tent!Tentworld T.Tentworld
Great to hear Marty! Thanks for the trip report! Setting up in the dark is always a challenge, glad you got it all done with ease! Happy Camping ~ Tentworld team.
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Roundy CMid North Coast, NSW
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.
1 comment
Tentworld T.Tentworld
Hi Roundy C, thanks for your feedback.
Sorry to hear that your first outing in your new tent was a wild one and that your tent failed during the weather event. This does not sound like it would have been fun at all. ... Read more
Hopefully you were able to make the best of it, and managed to enjoy the remainder of your holiday? Please note, that all tents we sell are inspected by us prior to offering them to our customers to ensure they're of acceptable quality. All tents we sell are covered by manufacturers warranty for defects in the tents manufacturing process & design. The Roman tents, are not made by us and if we believe there are manufacturing faults, we are more than happy to push this onto the manufacturer to fix. It's not in our best interest to do anything else, or else we do face backlash from our customers as you've done just now. You, our customers - are our number one priority. For this reason we only partner with brands that do have acceptable warranty application processes, and teams to deal with this in a timely fashion. Sadly, the damage you've described in your review, sounds more like storm damage than a manufacturers fault. Like your home, if its damaged in a storm - this is covered by insurance - not the manufacturer/builder. So if you do have home & contents insurance, depending on your policy - you may be covered through them. With this above information if you believe that we've made an incorrect assessment of your application for manufacturers warranty. Then please send a detailed email to [email protected] with all information you believe relevant collated so that we can investigate your claim and ensure it's been dealt with correctly. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
Drew GGreater Melbourne (Metropolitan), VIC
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
cheers
Drew
1 comment
Tentworld T.Tentworld
Hi Drew, thank you very much for taking the time to leave us with this review it's most appreciated. Really sorry to hear that your purchase experience was not perfect at the start, but I'm glad we w... Read more
ere able to achieve the results for you ultimately, without too much hassle. Thank you very much for your patience with us, it's most appreciated. Most of all though, I hope you are able to take your new tent camping soon! Enjoy! Those Turbo 450s are terrific! Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
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 ;-)
1 comment
Tentworld T.Tentworld
Glad to hear you're loving your new Coleman bed Dave! Thank you very much for your review it's most appreciated. Kind Regards, Tentworld team.
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SteveSydney Surrounds, NSW
- 6 reviews
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...Read more
1 comment
Tentworld T.Tentworld
Hi Steve, thank you for your great review. Sorry that your buying experience was not as smooth as we'd like but I'm glad we could resolve the issues for you as painlessly as possible and most importa... Read more
ntly - got you camping! I hope you put your tent to good use again soon. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
Tam TBrisbane
- 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...Read more
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.1 comment
Tentworld T.Tentworld
Hi Tam,
Thank you for your review & feedback. ... Read more
I am glad that your tent did ultimately make it to you. Sorry that it didnt happen as quickly as we'd both expect. We rely on our delivery partners in order to ensure our customers receive the experience they expect. We have recorded this feedback & will be raising this with our couriers at their next performance meeting. We do monitor our couriers constantly, and have changed in the past due to reliability & performance issues. Afterall, they impact heavily on our customers experiences. Unfortunately, on individual cases as you've experienced all couriers are not particularly responsive. Sometimes parcels get jammes somehow in their networks. The trouble is they're such big organisations, with so many people involved they are not able to be very responsive. Thankfully our couriers do have many checks in place, that usually resolve these issues fairly quickly - as was the case with your parcel. Ultimately it took 4 business days to be delivered, instead of the 1-2 that you'd expect normally. Sorry also that you were not satisfied with our solutions for when parcels are slow in transit. These policies were quite standard when we last revised them and are in line with most ecommerce retailers of high value items. We will take this feedback on board and see what we could do to make this more acceptable. Thanks again for your review and giving us this feedback this helps us continuously improve & ensure we're delivering the best experience possible. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
Great service
Today 2/01/2019 I bought a Yamaha Generator and I found the staff at Tent world Townsville very helpfull and were reasonably priced
1 comment
Tentworld T.Tentworld
Thank you for the great review Joe, and for your support it's very much appreciated. Enjoy your new Yamaha generator! Kind Regards, Tentworld team.
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DupMandurah WA
ON-line buying
I tried to buy almost $200 worth of camping gear, and on the website it says anything over $89 free shipment. Because i stay in WA, i can not get the free shipment, even though they have a shop in Midland. I would rather support another camping store. Good buy Tent world!!!!
1 comment
Tentworld T.Tentworld
Hi Dup, thank you for your feedback. We are working very hard to be able to activate dispatching from our Perth store, and when we do we'll be able to turn on free freight to most of Perth and freigh... Read more
t to the rest of WA will be cheaper but unfortunately until then we are unable to absorb the cost of freight to WA and must charge for it. We only pass on the cost of freight as we're charged for it and is not profit generating. I am very sorry for the inconvenience this has caused you. If you are close to our Perth store I think it's well worth the effort of visiting to touch & hold the goodies before buying. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
Shayne RTownsville
Best shopping experience I’ve had in a LONG time.
We recently bought an old poptop camper and so are currently decking with everything needed for extended stays away from the rat race. We have visited most camping related stores throughout Townsville, pricing out our requirements. Until we walked into the new Tentworld Townsville store, we had come to conclusion that good old fashioned service was simply a thing of the past and that we should simply research the stuff we needed and then buy from the cheapest store (or online).
From the moment I walked into Tentworld I was VERY impressed by...Read more
their beautifully decorated and laid out premises and how well stocked it was. Better still is that most things are actually set up or on display so you can look, touch and try things before laying out your hard earned money. This alone was impressive but then I met the staff. Everyone I have spoken to there has been extremely friendly, helpful. Each have gone above and beyond in making sure I had all the information I wanted or needed with never a hint of impatience (like a lot of other stores). These reasons alone had me sold on purchasing m gear here but then I checked the prices. In most cases, there prices where equal to if not better then the other stores! All I can say is, go in and see for yourself if what I say is true. In the last two weeks I have purchased a fridge/freezer, three camp chairs, a kettle and some miscellaneous items totaling over $1300 and will be shopping there again very soon. Shayne1 comment
Tentworld T.Tentworld
Hi Shayne, thank you very much for taking the time to leave us with this great review and helping get the word out about what we do & why we're worth the visit. Thank you also for shopping with us! I... Read more
'm glad we could help you gear up! I'll be sharing this with the Townsville team and I know they'll be very pleased to read such great feedback. Looking forward to hearing about how your new gear performs when you are able to test it on your next holiday! Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
BUYER BEWARE
SO BEWARE. BEWARE BEWARE
I bought a shade, they had no display of so my only option was to open it and see what it was like. Absolutely "not" what i wanted so when I went to return it, in new condition in its packing a couple of days later,they wouldn't refund my money, this is there policy because it was opened
SO BEWARE. FIND SOMEWHERE ELSE TO SHOP THAT HAS A BETTER RETURN POLICY. I don't think I would shop there again!!!!!
1 comment
Tentworld T.Tentworld
Hi Woody, thank you for your feedback on our returns policy. I'm sorry that you're unhappy with it. To explain we're unable to accept opened returns because our customers have an expectation of buyin... Read more
g unused, unopened brand new goods when they shop from us. In the past, when we have accepted opened goods - we have also experienced negative feedback from customers who've found traces of someone else trialing the goods. So it's not possible to win at both ends. We try our best to provide all the information necessary by way of product descriptions, pictures etc to make a decision when buying our equipment. Unfortunately, it is impossible for us to display everything in-store due to the vast ranges available. We do also make sales people available to help with any questions you may have. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
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MARCUSTWEED HEADS SOUTH
- Physical store
- Verified customer
Worst customer service!
If I could rate a negative star review I would. I went to the Tweed Heads store to look at a product I saw online, to see if it suited my needs. They didn't have it in stock but I was advised that it was in their warehouse. I ordered the product and paid, as instructed, by the sales person. When it arrived I collected the same and found it wasn't suitable. I returned to the store to find something better suited. A young fella helped me to find the right product but when it came to exchanging the products I was told I couldn't return my first or...Read more
der as it was a SPECIAL order. I'm a pensioner and I really couldn't afford both products but they wouldn't budge! They even sell Darche products in-store, so the return wouldn't have been out of place. Terrible company and shocking service. Unbelievably disappointed!1 comment
Tentworld T.Tentworld
Hi Mark, sorry to hear you're not satisfied with our Special Order Policy. If you think that we've not assessed your situation correctly, or wish to add more detail for us to consider - please email ... Read more
[email protected] with an in depth description of what's happened & the time line, invoice number etc so that our customer service team can investigate & if possible try resolve. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
- Online store
- Verified customer
Great Customer Service - Black Wolf tent
I bought a Black Wolf tent through Tentworld - it was delivered very promptly. The first time I took it camping one of the fibreglass poles broke and I found a manufacturing defect in the floor of the tent that had left one of the seams with a hole in it.
On return I provided photos to Tentworld and explained the issues with the new product.
They immediately told me to return the damaged poles and tent inner and replaced them with brand new ones. They paid for the return shipping and sent the replacements within a couple of days.
Excellent customer service and great product support - thank you Tentworld for great work
1 comment
Tentworld T.Tentworld
Hi Adrian, thank you very much for your great review! Sorry to hear about your rough start with your new Blackwolf Tent! Glad we were able to sort it out for you as quickly & painlessly as possible. ... Read more
I hope you put your new tent to good use soon! Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
KnewcastleNewcastle
- 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.
1 comment
Tentworld T.Tentworld
Thanks for your feedback! Sorry for the troubles. We are investigating our stock issues for your item to get to the bottom of how this went wrong. In regards to returns, unfortunately, it is the case... Read more
with all couriers currently that they're not able to specify collection times, and cant collect without someing being present. We have submitted requests to all our carriers but it is unfortunately a struggle currently. The best suggestion we have, is to take it to work and have it collected from there or give to a neighbour who is at home during the day. Sadly, both are not always too convenient! Thanks again for your feedback. Kind Regards, Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
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.
1 comment
Tentworld T.Tentworld
Thanks for your great review James! Glad we could help you get geared up! Enjoy your travels!
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MojaveSydney
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!!
1 comment
Tentworld T.Tentworld
Thanks so much for taking the time to leave a review Mojave, it's most appreciated & it's great feedback for all involved in the online sales team to know that everything is firing right. I hope you ... Read more
manage to put your new camping gear to good use soon! Happy Camping ~ Tentworld team.Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Jo Fennerasked
Can you tell me ! Does tent world have a member Card
That you scan with your purchase !
( receive points / discounts ???
1 answer
Tentworld T.Tentworld
Hi Jo, sorry at this time we do not currently run a membership rewards program. Kind Regards, Tentworld team.
TC123asked
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!
3 answers
Tentworld 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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Tentworld T.Tentworld
Thanks for your great review Rob! I'll be passing on for Helen to enjoy reading too. Thank you & looking forward to seeing you again soon. Kind Regards, Tentworld team.