Camping Power Supply - Reliable Power Supply For Camping

Anonymous

Verified Customer

It's disappointing that I find myself writing this feedback, but I just couldn't believe that this was our (first and last) experience at Tentworld Toowoomba. We purchased 2 OZTrail Brampton Sun Lounges on 24th April online and thought it would be convenient to collect from our local store. The Click & Collect process was very smooth and honestly could not fault this part of the experience. We opened the sun lounges on the evening of the 24th and there was plastic covering the arms of the chairs (this is very normal to see with new items). We then noticed that the plastic wasn't just sitting over the arms, they were actually bolted in through the arms. This wasn't an issue as it seemed simple enough to just loosen the bolts and slide the plastic off. However, this was when we realised that one of the bolts had already been stripped (we presume from when they placed the plastic covering on at the time of manufacture). As such, the bolt could not be loosened and the plastic could not be removed entirely. We therefore had 2 issues here: 1) the stripped bolt on a brand new lounge and 2) the remaining plastic sticking out under the arm was annoying. My husband was honestly happy to just replace the stripped bolt himself, but the fact that it couldn't even be removed was what prompted us to bring the lounge back as this seemed like a manufacturing fault. And especially as we may one day need to tighten or replace this bolt with natural wear in the future. We brought the lounge back to Tentworld Toowoomba on the 26th April (as the 25th was Anzac Day) and was served by Rebecca and Bruce - Rebecca was lovely and wanted to try and understand the situation. Bruce on the other hand was quite hostile to us from the beginning, and was very quick to say that "there's nothing wrong with the chair as it functions, and the plastic is just a cosmetic issue". This was the first part that bothered me - because even if it was a cosmetic concern, I think that it's fair that if you pay for something, you would want it to be cosmetically sound. Nonetheless, we mentioned that the primary issue was actually with the stripped bolt and the plastic was just a secondary problem. We didn't think that a brand new lounge would have bolts that were already stripped. He responded with "well you shouldn't be touching the bolts anyway" and that we were wrong to have wanted to remove the plastic covering. I was baffled by this response. What I got from this was that, as customers, we shouldn't be looking too closely to the details and that we should all be okay with mediocrity. What's interesting is Bruce mentioned that if he had another lounge in store at the time, he would just swap it over for a new one. This was actually mentioned a few times during our overall communication. So by this logic, why couldn't we just wait until stock arrives and we exchange it then? We were told this was not possible, and to leave it with them to submit a warranty inspection. That brings us to today (29th April). Bruce called this morning to let us know that nothing can be done for this because, and I quote, "the bolt was damaged by someone". In other words, he was implying that we damaged and stripped the bolt ourselves. At this point, I could not believe how unjust this whole situation was - from having received a faulty/damaged product, to being told that this is "normal", to then being blamed that we did it. We were asked to come and collect the lounge as there was nothing they could do, and we just had to accept it. I eventually spoke to the manager, Sarah, to voice my frustration on the situation. We eventually came to a mutual understanding that if the stripped bolt were to become an issue in the future (our primary concern), then we can file a warranty claim then. They will also try and remove as much of the plastic as possible. Although I do not agree that we should just accept this on something that should be brand new, we will have to count this as a loss and a lesson learnt to open these products in-store before taking them home. However, what has ultimately been the most upsetting about this whole ordeal (and why I'm submitting this feedback today) was how Bruce handled this from the get-go. He was very accusatory from the beginning and didn't even try to understand what our concerns were. Everybody else that I spoke with at least tried to hear and understand the situation and that is how we eventually came to a mutual solution. I do hope that this feedback can be useful in some way for improving customer service and communication.

17 seconds ago

David I

Verified Customer

Great customer experience. Great customer service. Excellent prices.

15 minutes ago

Barry S

Verified Customer

An amazing store with a huge amount of various goods like I've never seen before. Staff were very helpful and pleasant. I'll be back for sure!

13 hours ago

Sandra R

Verified Customer

Exactly what I needed.

15 hours ago

John P

Verified Customer

Good delivery

18 hours ago

Dale B

Verified Customer

Pleasant staff very helpful and knowledgeable.

20 hours ago

Nas M

Verified Customer

Arrived next day

20 hours ago

Zoltan M

Verified Customer

I purchased a year ago an inflatable mattress and it started delaminating The stuff was very helpful in the shop and the mattress was replaced in 3 days Well done guys Regards Zoltan

22 hours ago

Peter B

Verified Customer

Easy to order and product arrived in reasonable time.

22 hours ago

Bruce A

Verified Customer

OZtrail Gazebo Portico Deluxe 3.0M

Can't rate the tent yet because it didn't come in time before we went away, it took 5 days to come instead of 2.

23 hours ago

Amy H

Verified Customer

Very helpful

1 day ago

Wade A

Verified Customer

Maxtrax MKII Recovery Tracks - FJ Red

Great colour and the track's speak for themselves

I recommend this product

Sydney, AU, 1 day ago

Anonymous

Verified Customer

Cannot offer refunds. Only store credit? Refund was not offered

1 day ago

Anonymous

Verified Customer

Tentworld rules!

1 day ago

Chris R

Verified Customer

awesome staff,very helpful

1 day ago

Ted M

Verified Customer

Always someone to help choose what I want and service and prices are great.

1 day ago

Michelle C

Verified Customer

We were acknowledged politely upon store entry and asked if we needed help in locating an item. When browsing later a staff member approached and gave additional information on items we were looking at. The staff were incredibly helpful and informed. Great shopping experience.

1 day ago

Michael C

Verified Customer

Excellent customer service 👏

1 day ago

Kathy W

Verified Customer

Today was our first ever visit to Tentworld. The shop was amazing, so much variety. The staff were friendly and very helpful.

1 day ago

Owain F

Verified Customer

Very pleasant greeting ,the gentleman inquiring what I was looking for . He led me to the item I wanted .