This is my review regarding my experience purchasing a 4M Zig Fireproof PRO Bell Tent from Karma Canvas Ltd.
I’d shopped around and found this tent ‘ticked’ all the boxes, in particular the stove outlet with flap (an additional cost which I paid). Strangely enough, I came across this company after reading a negative review (mould issues, but I assumed the person writing the review may have packed the tent whilst wet).
Anyway, I made the phone call to ask questions surrounding the flu outlet & availability. I was informed It could take up-to two weeks (the flap is retro fitted by an independent company, and given the Covid 19 situation, may take longer however, the director informed me that this company was due to re-open). This was fine by me.
The first ‘Red Flag’, was a lack of response to my e-mails and a promise of a callback never materialised - I did the chasing.
I decided the tent was the most appropriate for my needs and placed the order online. The 2nd “Red Flag’, was no confirmation of the order?, time passed and I contacted Karma Canvas via e-mail and was informed the transaction was canceled? I checked my bank, and the money had indeed been transferred to Karma Canvas?
I was told (via e-mail) to expect a phone call, this never happened?
A few days passed, and I received an e-mail basically giving me the following info/option: the flu outlet cannot be fitted (this option to be refunded), neither can it be fitted in the foreseeable future, and that this option would be removed from their website, which it wasn’t. Also, can they proceed and arrange delivery with DPD?
The solution should have been, unfortunately we cannot provide you with what you ordered, we can arrange a FULL refund or come to an amicable solution.
I did ask, hoping that as a ‘gesture of goodwill’, could they (free of charge) supply me with the flu outlet (which most likely costs the company approximately £15.00 to buy in), I then could have fitted this and proceeded to order a stove from the same company. but they didn’t, they simply posted out the tent.
I have asked why the tent is missing its tag showing that it conforms to the relevant fire retardant standards? they advertise the product as being ‘Fireproof’? this I await, if no response or certificate is sent then I WILL contact the relevant authorities for them to investigate.
Under section 75 of the UK consumer law my protection rights would cover a full refund should the item I purchased not be as described. I advice use your credit card (purchases over £100) if purchasing from this company.
The product I received appears to be fine, a few small issues that would be covered under the 12 month warranty, time will tell.
I’m not fond on leaving negative feedback, but the customer service from this company is appalling. It shouldn’t need be, why the director couldn’t have just sent me the flu outlet is beyond me? I could have canceled the whole process but I didn’t. I’m left with a product of which I did not seek out to initially purchase however, upon receiving the tent, my 4 year old daughter loves it, or at least the experience!
Such a shame karma Canvas, and remember… I need evidence the tent is fireproof Andrea.
Kind Regards…