Dispatch Delays July 2021 - An Apology

RE:  Dispatch delays on orders.

Dear Tentworld Online Customers,

You are likely reading this because you have placed an order with us and that we’ve failed to dispatch to you within the times advertised.

The reason for these delays is due to issues with our new software upgrade and a stocktake that has caused delays in our ability to dispatch orders.

The reason we conducted this stocktake was that 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 to be smoother.    

This software upgrade was conducted as planned on 1st July.  This upgrade was to improve dispatching speeds and generally improve the speed of our operations and get new camping gear into your hands even faster. 

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.

The team and consultants we’ve employed to deploy this software upgrade are all working frantically to ensure we can catch up ASAP & we’re making good progress on this. 

We are shipping out more and more orders every day. 

We understand that due to our delays, that we did not sufficiently warn you about - that this might affect your plans.

If we’ve not yet started processing your order through the warehouse system, we are very happy to issue you a refund to allow you to seek the goods elsewhere.

If we’ve already dispatched the goods, but you’ve needed to purchase elsewhere in the meantime - we are happy to accept the goods back as well as pay the return shipping costs and refund you in full upon receipt of the returned goods.

If you have any concerns, please feel free to reach out to us at contact@tentworld.com.au or give us a call on 07 4634 4150


The Tentworld Online Team. 


Comments (3)

Please update your Shipping & Delivery page!?

By: on 9 August 2021
PLEASE UPDATE your Shipping and Delivery page to stop other people being caught out by this ... I only just found this blog by doing other Google searches to see what reviews are being left for Tentworld. Sadly I trusted the following comment on your Shipping & Delivery Page "Orders consisting of in-stock items (one's showing leaves in 1 business day) made before 11 am Monday-Friday". Instead of taking the 160km round trip to Toowoomba to make our purchase we have placed an online order hoping to have our porta potti in time to use for our camping trip next week. It was ordered on 01/08/2021 but status has not moved at all since then. We waited 4 days and then emailed late last week when no tracing number was provided. We were advised, "After looking into this further, your order is progressing through the warehouse and we anticipate it being dispatched within the next few days. You will most likely receive your items early next week." Still nothing ... called today and was advised that a physical investigation would need to be made to find out where my order is sitting and that I could not go and buy from Toowoomba just in case our online order is somewhere between sitting on a pallet for pick up or delivery. BUT that it could take a day to find out for us? The fact that our money has already been taken from our account but we have no goods and no way of just going to a store to pick up our goods is very disappointing. I do not want to go down the road of waiting months for a refund either!

Tentworld Response
Hi Sharon, We are still struggling with a few orders here and there and software issues. We are working extremely hard to rectify this, and I thank you for reaching out about your order issue. Please be assured that someone will be looking at this for you as soon as possible. In 9 out of 10 orders currently, they progress through the system much faster than we have ever been able to process them before and we are reaching our target of same day or next day dispatch. Once again I am very sorry that your order is held up. Thank your for your feedback.

damian scammell

By: on 29 July 2021
thats fine


By: on 28 July 2021
DISCLOSURE: I am not in a rush to receive my items and therefor this delay is not as frustrating for me as it would be for many other customers. I decided to leave a comment here because you would have received a lot of complaints in the last week and lost some business. I would like to thank Tentworld for your open and honest communication. I believe 9 out of 10 companies would have simply said nothing or blamed Covid if customers complained about late deliveries. Yes, this problem should not have happened, but it is how people/companies deal with their mistakes afterwards that gives a true sense of their character. Good luck with getting your IT sorted out, we've all been there :)

Tentworld Response
Thankyou for your ongoing patience. It's been quite a bumpy journey so far. When really up to speed, the system will allow us to process and ship orders in lightning speeds to our customers. To date, everything that worked in testing, has failed us when going live. Everyday, things get better and better, and we can see the light at the end of the tunnel. Again, thanks for your comment, it makes us feel a little better.

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