“Ordered a tent. Outwell Montana 6p. The most expensive tent I’ve ever purchased. It arrived relatively quickly. Huge box and as Outwell as regarded as one of the best companies for tents. I wrongly assumed it had all of the parts.
Couldn’t check the tent as I live in a city but planned in holidays with the family in this new great tent. COVID-19 happened and we couldn’t go anywhere until summer and could not take it out to use it.
Finally managed to get away and on arrival I found the poles were missing. This is 4 hours from home. Managed to ask a family member to drive half way to meet me and provide me with my older tents and in the end got these set up at 9pm after losing a day driving around and huge cost of petrol. Had to buy a gazebo the following day to keep camping stuff in. All cost around £150-200.
Contacted Addnature. No response. Heard their social media team responds quicker. Managed to get hold of someone through Instagram and they explained they would handle it all. Compensation would be pushed for. All sounded great. Hoped the new tent would be with me by my next trip in a few weeks time. I explained the short time I had before the next trip.
Days passed. Nothing. I received a confusing email which appeared a replacement was being sent. A week or two went by when I continued to email and badger the social media team. I was then told I needed to send back the original for replacement so I did. Again I explained urgency. I was told if I photographed the return note I would have the new one sent out straight away.
I did this but heard nothing. A week passed and tracking confirmed they had the item. It’s now a few days till my last holiday of the summer. I continued emailing and trying to get some form of response.
Today, 3 days from my holiday I’ve been told that they won’t replace the item but will refund the item because it’s not in stock. This is a lie as they do stock the item. They stock the 2020 version as the 2019 version is now out of stock. Rather than sending out the newer version they want to refund me. A newer model may have provided some kind of compensation. Instead they offered 10% of the next thing I purchase, which coincidentally as I’m on their mailing list I received anyway along with everyone else!
How would anyone in the world expect to buy another item from a company which shows such disregard for their customers. This is a 300+ million pound company which treats customers awfully.”