Poor material quality and Poor customer service
We purchased a tent with all the trimmings as we are starting a glamping business on our property. We wanted to make sure we had quality tents so planned on purchasing from several places to find the best to then order in bulk. Our first tent was from Karma Canvas and the first time erecting we tore one of the loops on the awning (first time use - it tore). I contacted Karma Canvas and they told me to get it fixed ourselves and send them the receipt. As I'm sure you can imagine, living in the country it's not exactly easy to find somewhere to repair canvas. Had the bad quality stopped there i wouldn't make this post however after two weeks of the tent being erected (we only had the tent for three weeks at this time) we noticed another tear at the top around the pole. The tent wasn't even being used in this two weeks, we were simply testing it and seeing what it was like. I again contacted Karma Canvas and asked for a refund given the poor quality of the material. They told me i had to pay for the courier to return the tent or deliver it back to them for them to have a look. Once again, I'm forced with the cost of having to pay a courier to ship a 50kg tent back to the sender or drive six hours to deliver it back. Shortly after i sent the complaint i had to go overseas for work and caught Covid so couldn't get back home. I e-mailed Karma Canvas advising my situation and said my husband would deliver it back asap. I never received a reply to this email but conveniently after two weeks they sent me an e-mail telling me my 14 day return period had expired and too bad so sad. They could have let me know about the 14 day return period when i first made a complaint however they waited until the term was up before letting me know. Then when i asked why they couldn't pay me the courtesy of letting me know about the 14 day return period they replied "it's in our terms and conditions". So at the end of this. We have a very poor quality tent and have experienced incredibly poor quality service from the provider - hence my honest review.
Resposta da Karma Canvas
Dear Susan,
We do not use Trustpilot for our reviews but instead encourage customers to leave Google reviews. We did not even have knowledge of this Trustpilot account until you decided to leave your review and so we had to claim the profile so we were able to give our side of the story!
We do thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with our canvas tent and awning and we take these situations very seriously.
Firstly, we made it very clear in our many email communications with you that the window for return was 14 days after the issue was lodged,, but we didn't receive your returned goods within this timeframe. Weeks later, we did hear back from you and you mentioned that you were overseas, so as a gesture of goodwill we extended the return window to six weeks to accommodate your situation. However as you well know, the items were not returned (even within the extended timeframe that we offered you) which meant that we could not proceed with the returns process.
Despite your unwillingness to cooperate, we've made it abundantly clear on multiple occasions that if we find the issue to be a manufacturing fault, we will offer a free repair for your tent, no questions asked. The beauty of canvas tents is that they can be very easily repaired as to be indiscernible from a new product. We also make it clear in our terms and conditions that the initial return is to be booked at the customers expense, with a refund to follow if the return is legitimate.
We still haven't heard back from you even after we followed up with you about this so we can only assume that the issue was not as bad as you initially thought, or that there was no issue to begin with.
To others reading this review, our official Trustpilot account has 404 reviews as at today's date and a rating of 4.7 stars. Our Google review page also has 4.7 stars.
Warm regards,
Karma Canvas Team