Tentworld

Tentworld did not provide a cash refund for the return of a product purchased at Tentworld Brendale. They only give you a gift card for the purchase value. If you have no intention of any further purchases to use this gift card then be aware these cards have an expiry date and Tentworld will NOT honour these cards if they expire!

Great outcome – Had an issue with our new tent the day we set up at our camp site. We talked to Dion from Ferntree gully location. He was understanding told us to come and swap. So easy to deal with exceptional customer service. Show reply

Exceptional Service – The service i recieved today from Nailsworth Tent World was exceptional. The staff were very friendly and most helpful. Haven't seen this service from any retail store in a long time or if ever. Well Done Tent World Prospect. Show details ·  1

Excellent service and very knowledgeable! Helped me out without a problem when I got the wrong tent – UPDATE: Had to take off one star because it took four calls to get a receipt for a tent I put on lay-by. Some computer difficulty. The staff went out of their way to help. It was Tentworld's invoicing system that failed. 1. Receipt wasn't sent after making first payment by phone. 2. I called again specifically to fix that problem. The guy was… Read more ·  1

trained how to do it as he went through on the PC. It still didn't come by COB next day. 3. I had to call again. Got the original guy I spoke to. It still didn't come 4. Called again and they sent it again via their standard PC method. Unfortunately it was not written in a clear way. It did not even include the current balance. 5. Finally they emailed me an image of the cash register receipt. ________________________ For Tentworld Online, Ferntree Gully and Perth: I found them very helpful and knowledgeable. That includes with product information and dealing with administrative things like placing orders, having to cancel one order, and putting an item on layby. One online guy was extremely knowledgeable. I am so glad they are NOT one of those companies that once they have your money, they are impossible to get help from. They are the opposite. They will be my first stop for tents and so on from now on!

Stay away from Tentworld ... they have an agressive sales culture and staff that don't appear to understand consumer laws. Awful service and awful staff. There's clearly a directive from Management to decline any refund for falsley advertised products. Go to another retailer ...

Avoid Tent World! Spent $699 on a fridge that failed completely after a few uses. Tent World confirmed it had a major fault but refused to refund me, breaking my consumer rights under Australian Consumer Law. They tried to pass the problem to the manufacturer and left me stranded. Disgraceful customer service — I would not trust them with any big-ticket purchase. Show details

The worst customer service—zero accountability for order delivery. I’ve been waiting for my order for 11 days, and they still can’t provide a tentative delivery date. They won’t even check with their delivery partner to find out why it’s taking so long.

Mail order not delivered/delivered at an address not used for the order remains outstanding for 4 weeks – We bought side panels and the front panel for a tent from the online store. The package was split in two parts: (a) side panels and (b) front panel. The front panel was delivered to a person who lives 650 km from our address. The side panels are still missing. I have lodge this concern a week ago with TentWorld. I provided the contact number of… Read more

the person who received the front panel. Today that person again contacted me to say that the front panel is still at her address awaiting collection. I again raised the issue with TentWorld today and received the following response: "Since we need to coordinate with the courier, we cannot provide a specific timeframe for the resolution process. Unfortunately, we do not have any further updates at this time. We anticipate receiving correspondence from Couriers Please within the next few days."

Really bad service from female staff member – Asked staff a question. Young man told me 2 year warranty on Oztrail. Then he transfers call to a female "knowledgeable" staff member, who then contradicted the other staff member. Then argued with me that the previous staff said 2 years, then said oh dear" you are not listening to me" ! Then said it was 2 years and started arguing again and hung… Read more

up! What a pathetic attitude and complete lack of service and intelligence! Tentworld must be very hard up for decent staff who knows what they are talking about! And don't pull the card like a child, "you are not listening to me. I am going to hang up on you now"! Laughable! Childish! Very immature! Why don't you train your staff Tentworld to actually work with customers who have faulty products from you??

NO REFUND POLICY!! – We purchased an 180 Darche awning last week from the Burleigh Heads store. We have not opened the box but have since found out that this awning is not suitable for our van build. We phoned the store to advise as we wanted to return it. The manager they do not refund but can give a store credit. We do not want a store credit as we now have to… Read more

get something custom made. To say we are shocked & disappointed with this policy is an understatement. We have owned retail businesses all our lives & would never deny a customer a refund EVER!! We will NEVER purchase anything from Tentworld again!! BUYERS BE AWARE!!

Loyal customer now never to return – Purchased a product from Tentworld Burleigh Heads. Served by the 'manager' who advised telephone customer support for product was available until 7.00pm. False. No support after 5.00pm. Product turned out to be not as advertised and did not work about half of the time. Arranged with manufacturer to return product for refund. They agreed to refund… Read more

Tentworld in full. Tentworld refused to refund even though they would get a full refund from unit supplier. Returned item to store and 'manager' outright lied to my face. Still refused refund. In 30 years of retail myself the 'manager', is the worst I have ever seen in such a role. He has no business dealing with customers on any level. After many years as a loyal customer, I will never use tentworld again thanks to his efforts.

Poor customer service, Tentworld!! – Late March 24, I bought a Dometic CFX35 12volt fridge from the Ferntree Gully store. Sale went through without a hitch, over $1000, & I was told "any problems, just bring it back & we'll sort it out". Fantastic, I'm a happy customer! Then from the outset, I had issues with the lid closing properly. Online investigations showed it was a common… Read more

problem, other users had trouble getting the lids to snap shut & stay closed. I persevered for awhile, then called Tentworld, intending to return it under warranty &/or get a fix. I was immediately stonewalled, first of all it's my responsibility to find a Dometic "agent" & do the return. But Tentworld ppl needed to look at it first, before deciding if the return was justified. The argumentative staff member talked loudly over me, was unpleasant to deal with (unlike other staff who have always treated me well) & I knew from the outset, the whole process was going to be difficult. The only reason I am writing this, is because I wrote a review about the fridge & it's lid fault, but it hasn't been published. And I don't like being talked over & dismissed out of hand. Poor service Tentworld, you just lost a long time customer :)

Disappointing after sales service and return policy – We purchased a shower cubicle that is designed to attach to the roof racks of a vehicle from the Tweed Heads store. After doing a product research and comparison online on youtube and the tentworld website we decided on the considerably more expensive item due to it appearing to be of a better quality and, mainly because it had a roof (travelling… Read more

around Tassie so we want protection from the weather). We couldn't physically see the product instore but we bought the product thinking we were purchasing a good quality item that was fit for our purpose. Upon setting the item up at home (which is what is recommended) we found that the quality was not worth the price we paid; the roof did not seal and it would collect and pool water in wet weather making it pointless in the first place. The whole idea of the roof defeated the actual purpose (for us anyway).We took it back fully packaged in its original box, intact, unused but were refused a credit note or exchange as we had "installed" and "used" the product. I questioned the term used? We hadn't used it for its purpose, we didn't use it as a shower, we simply set it up and found it did not meet our expectation, especially for the price!! The very condescending customer service person (the owner of the store I believe) laughed at me when I said it wouldn't protect us from the weather, he told me it was a shower you're supposed to get wet...I didn't appreciate the sarcasm. No matter how much I tried to explain that we were disappointed with the product, that it didn't meet our expectation, and it was definately not worth the money we paid for it, he refused to consider our point of view and insisted the product was considered second hand so he wouldn't be able to sell it, as new, to anyone else.He told me I was wasting his, and my own time, and a to have a nice day! Not happy at all! We have spent years shopping with tentworld to support the local family owned business but we will NEVER step back into the store again. Beyond disappointed ☹️

Unreasonable return/exchange policies – Be 100% when you buy things from them. Once you're out of the door (in my case was online) they don't want to know you and it's your problem. My tent is complex to install than landing a man on the Mars. They say "once you open the tent they can't take it back" , somehow magically you're suppose to know how they tent is just buy looking at the… Read more

photos and videos. BTW I looked at both before buying it, it looks simple online but actual product is different and very difficult to install. I spent whole night hold my tent from blowing away. Costed me whole long weekend. Worst part is manager's attitude, the junior says he is the manager and then calls senior manager and then says "he is the boss", freaking customer is your boss, customer is paying your bills not the manager, get your attitude right!! Anyways hugely disappointed, management will comment below this review "sorry for the disappointment, we monitor the feedback " no point in doing that mate if you're not going to action it. Bad business ethics. Should have gone to Kmart.

Disappointing and unreasonable returns policy – I purchased a backpack instore from Tentworld Canberra on Sunday 5/03/2023. I asked if someone could advise if it was a suitable fit for me, but was told that they don't have the expertise to fit backpacks. This surprised me as Tentworld’s slogan is that they are the camping experts. Their response caused me to ask if I could return it if I left… Read more

on all the swing-tags and found that it didn't fit me once I got it home and tested it with the weight of my hiking gear in it. They did not offer to load some weight in the backpack, which I have since learned is the usual practice when selling backpacks to customers. I was told I could return it for a credit but not a refund. I accepted this as I would have no trouble in using the credit. At no time was I told that I had to return it within 2 days. If I had been advised of this I would not have purchased it, due to having to return to Sydney to support my husband whose health is failing in a secure dementia unit. It would be impossible for me to return it to the store within two days under these circumstances. It took me longer than two days to test out the backpack. If I had known that there was such a tight and unreasonable timeframe I would not have proceeded with the purchase.

I will mention here that the point of sales staff were friendly enough. It was the after sales complaints officer that was rude and unyielding. I contacted customer service head office 16 days after purchase and was denied a credit as I had exceeded the 2 days to return my item despite explaining my version of events at the time of sale. He said that their store staff were well trained and knew the company's return policy and would have told me that I had two days to return it. He chose to believe their store staff even though admitting they had no store camera to verify. I was spoken to harshly by the customer complaints person handling my request and was told "more power to you" when I said that I had no option but to put in a complaint with Fair Trading. I am a 67 y-o woman wanting to get into overnight hiking. I am inexperienced which I discussed with the sales staff. Despite being a lovely quality backpack, it is totally unsuitable for a short, slight 67 year old woman who is just starting out hiking. I feel that the staff should have ensured that this backpack was suitable for my intended purpose before selling it to me, especially in light of the fact that I did ask for their 'expert' advice and then was reassured that I could return it for a credit if it was unsuitable. The backpack is unused and still has all its swing-tags on.

This is not a change of mind purchase and neither have I seen it cheaper elsewhere. This is simply a not fit for purpose purchase. I should have been told that this backpack is designed for a man - and a big man at that.

Unlike most retail receipts they do not print their returns policy on it - indeed it was hard to even get a printed receipt as they wanted me to accept that I was in their computer system and there would not be a problem if I had to return my purchase.

On their website they have stated this: In the daily operations of the business, the Burrell family believe in dealing with their customers and Tentworld staff in a kind and fair manner. This includes ensuring that all camping gear and equipment sold by Tentworld is good value for money and will look after the users for many years to come.

Their website also repeatedly mentions that they are the "camping experts". Once upon a time I believed this but unfortunately that story has now come to a sad end. I am no longer a believer.

Their products are good but there are a lot of other camping stores that also have great products and often at cheaper prices as well as a 'goodwill gesture' in returning products.

Excellent service they stand by their products – I had a quality issue with an Australian manufactured product which I bought from Tentword Midland WA. When the manufacturer couldnt remedy, Tentworld refunded me. I have complete confidence in Tentworld and will continue to use them as they have the best range on the floor and always an assistant to help. Show details ·  1

Appalling refund/returns policy & post sales support – Over the years we have bought many products from the store but this is our first experience of needing to return an unsuitable product. My husband and I went into the Ferntree gully store to purchase a generator for our caravan. We have limited time as we are getting ready to go away and funds are tight as we have budgeted for our first family… Read more

holiday with our 2yo. We were unsure if the generator would be suitable for us and advised the sales person we would be returning it if it was unsuitable. We were told that our receipt was on the system if we needed to return the item. Upon taking the product home we quickly discovered that the generator was unsuitable for our needs for a number of reasons. A couple of days later we returned to the store with the product unused and in its original packaging. We were told we couldn’t have a refund due to ‘change of mind’. We advised the store manager that it wasn’t a ‘change of mind’ and that we were returning it as we couldn’t use it for what we had intended. After going backwards and forwards for over 1.5hrs and a number of phone calls to the owner in Queensland we were asked to leave the store without a generator or our money and that someone would contact us in 2 days. We were told that the owner is going to determine whether we we’re able to use the generator for our purpose or not….what a joke! We were appalled with the response and that our reason for requesting a refund was not listened to and consumer laws not adhered to. We will be taking the matter further and never returning to the store for any other purchases in the future. A warning to all that it seems as though once the money has changed hands, the staff no longer care about you or the product and if it needs to be returned. Take your money to another business that has much better customer care, returns & refund policies.

Rejected warranty claim even though warranty period passed by just three weeks – I will purchased a Colemans Queen Double high air mattress and it started having an air leak just after two trips. Called Ferntreegully store and said can’t do anything about it as it is passed the warranty period although by only three weeks. Show details

Poor organisation – I bought an RX-5 tent. The floor seam pulled away when setting up. Took the whole thing back to them and asked for a warranty replacement. They informed me when the replacement was in and I went in and picked up the kit I left with them. Went away the next weekend, there were no guy ropes or pegs. Couldn't use the tent in the windy conditions. In… Read more

the process of getting the warranty replacement they had lost the pegs/ropes.

Went back to store they said I could buy more ropes as they 'didn't cost too much'. They ended up agreeing to get replacement pegs and guy ropes at no cost. I ended up going direct through Oztent as they were much more helpful and prompt.

Fast delivery – I ordered during the Christmas new year period when all the public holidays were expecting that I would receive my item in a week or two but it was there in like 2 business days. Their customer service is outstanding I posted a query on their website and I no sooner hit submit and got a call back from them to assist me. They are always very prompt and have great advice for an item to suite my needs. Show reply

Faulty product – Spent $250 on a knife and found that when it is put in and out of its sheath, it scratched and sliced the leather due to a sharp corner on its handle. Tolk it back and asked for a replacement or refund and was given a sarcastic response and told tough luck. Show details

Dodgy customer service – I had a Coleman single burner that was faulty and I had it for only a few months, it just stopped working. They told me if it's a faulty jet that I assumed it was that it was not covered under warranty... Other camping stores gawked shocked at that and said if it was their stock they would replace it... C'mon Tentworld it's only $27-45 (depending… Read more

on the sale) I have had questionable experiences with this company before and now I am definetly NOT going to shop with them and advise friends and families to take their money elsewhere. I cannot get a replacement jet for this stove too, I have tried about 5 diffrrent hardware/camping stores in many towns and they don't seem to make that specific sized jet. Waste of time Tentworld are and if you think that you are saving money buying from them at a few dollars less than BCF remember - their customer service is non existent.

Excellent service – I must say it's the best service I've ever had in I don't know how many years. Ordered presents online and receive them within 24 hours. Would recommend dealing with tentworld whether it be online or in-person. I am a very happy customer good on you guys.

Quality stuff and the best customer service – Have been shopping at Tentworld for over 10 years now and wouldn’t go anywhere else. These guys n gals know their stuff, have a huge range and will go waaaay past the extra mile to find creative solutions. Simply the best store around Show details ·  1