Active Era Avaliações 414

I have ordered a sleeping bag from Active Era through Decathlon, and the shipment has been delayed without notifying me. I am still waiting for the package but have no reference delivery time anymore. I've tried contacting customer service but got no response that could help me. I'm kind of disappointed.

Update:
After several days I've received an email offering me a refund.

Airbed deflating at seam. Nobody responds to query. No way to contact via phone. Waste of money. AVOID

I bought an airbed which was unfortunately faulty. We had guests and I hadn’t tested ahead so it was disappointing. However, as soon as I contacted Active Air they impressed me with their attentive, prompt, considerate customer service. When we exhausted troubleshooting options I was offered a replacement option. The new bed arrived and works perfectly. The standout for sure as the customer service. Huge thanks to Hanna! Positive experiences like this build customer trust and loyalty.

Very comfortable bed. Did have a problem with the bed after only 5-6 uses but the bed was replaced within a week of contacting Grace who was excellent touch wood the replacement bed has been perfect so far.

what a service, the email communication was respectful and pleasant. A very lovely person. Thank you so much

Absolutely brilliant service, had an issue with a faulty bed, was speedily dealt with and professionally special mention to Hanna for dealing with me. Would definitely recommend.

Woeful customer service. Contacted them about my airbed which has started deflating on Monday, now Friday and have not had a response. No telephone number to call only email so I'm completely at their mercy

There customer service is excellent and the products are brilliant. Thankyou.

Bought an air-bed 5 years ago and it's been superb. Bought another smaller one for a smaller tent and it will not stay inflated. Have followed all the advice and contacted Active Era several times but frustratingly just get auto-generated responses again and again.

Writing this here in the hope that a real person reads it and responds. Grace, maybe???

UPDATE - Active Era did indeed get in touch and sent a replacement airbed which seems to work! Once they were in touch the process was very smooth but it's sad that customers have to resort to writing on Trustpilot to get a response.

I purchased another paddle board from another company and it just didn't show up. When I contacted the co I got a standard response of they will try to get back to me in 3-5 days. Eventually after a few weeks I got a message to say Evri had lost the package !! However, ACTIVE ERA were Fantastic. Board delivered in two days. I had a query re the paddle and it was answered in 24 hours. There was a problem with the paddle so I uploaded proof and they are now sending a new one. No quibbles. Just speedy polite friendly replies. Problems can occur with any service or purchase - is how they are resolved that's proves how good a company is. The Grace for your help an d great customer service. Overall seems good value for money.

I would like to personally thank Grace for her excellent customer service. She responded promptly when we experienced a fault with our bed. She went above and beyond and sent out a replacement straight away. Would highly recommend. Thanks again for the great service!

This has to be the best customer service possible, I had a bluetooth issue with my bathroom scales, Jenny in customer service went above and beyond with her help, I can't praise her or the company high enough, fantastic customer service.

I’m at my wits end trying to get a reply from active era. I ordered a bed last night to be sent to my son but they are sending it to my address! I am too old to take it 100 miles away. I have send many messages asking them to contact me by telephone, they don’t seem to have a telephone number or a customer service person, so unprofessional. Their product is awesome as I have a bed for guests and tell everyone how amazing they are but without customer service resolving irregularities immediately it falls short. 50 years of customer service experience !!! Ordered bed 22/8/24 at 18.00 name: WARD - can you please phone me urgently?
Shall I tell delivery driver, Return to sender? Can someone please take ownership and get in touch. Wish I’d used John Lewis or Amazon instead?
Waiting for your call or an email with an answer as I’ve sent you plenty.
Courtesy is free?????

***Additional information as requested There is nothing more to advise Emma, you have ALL information? Do you not know how to bring up an order plus add the information I have given you????? It’s almost a week now

Un email et un message via leur site, je suis sans réponse, ma commande date du 09/08 et le matelas n’est toujours pas arrivé 😠

I had an issue with my airbed, but the customer service team was incredibly helpful. They responded quickly and resolved the problem efficiently. I appreciate their prompt and professional assistance!

Thank you very much for the replacement product

Special thanks and Yasmin and Active Era team!

Had a problem with the air mattress after a few weeks. I contacted the company by email and Grace sent me a new mattress free of cost. Customer service is 💯

They have been very accomodating understanding and Grace was lovely to deal with.

If I could give less I would. I never got to try the product itself but the reasoning for the 1 star is due to the company they use for delivery. Yodel! Active era say 2 day delivery that didn't transpire. I contacted Yodel and told them I didn't want the parcel as we left for our camping trip I asked them not to leave it with a neighbour as it was a new house in a new estate. They did deliver and trying to get in touch with someone on website was a nightmare. I got a returns address eventually. I ordered 2 and yodel have lost one so god knows what's gonna happen with that one. I'll never use active era again and I will not order from anyone using yodel.

I bought a paddle board and when I took it out, I discovered that the paddle in SUP mode didn’t tighten, so I couldn’t adjust the length. So decided to try the kayak conversion - but that didn’t have a way of fixing it, so kept spinning. So the paddle was useless. However, I contacted customer services who were absolutely brilliant. Filip arranged for me to have a partial refund to cover the cost of a new paddle, so am very happy! The board is excellent - though you do have to have good balance. If you are an absolute beginner you may be better off with a wider board. It’s very light and manoeuvrable and comes with the seat (with a pocket which is highly useful), waterproof pouch for your phone and repair kit in a waterproof tube (where you can also stash your car key!). All in all, very pleased with it and with the customer service.