A camping one -To be so angry with Charlies and Vango

[MagicKingdomDizzy]

This post is a bit of a mixture.... Part rant, part warning (think twice before using these companies!) and part WWYD?

6 weeks ago DH and I purchased a brand new tent, a Vango Langley 600xl. We purchased it from the online camping store Charlies and it cost £350.

We went camping last week, and 4 days into the holiday there was some wind.

At wind speeds of 12mph both storm straps snapped from the ceiling.

Then that night stronger winds came about 30mph. Because we no longer had storm straps the tent was moving all over, despite my husband (who is a very experienced camper) adjusting gut ropes and trying to stabilise the tent.

3 guy ropes then snapped off and afterwards 3 tent poles split down the middle. The tent collapsed on top of us (including my 2 children) at 2am in the morning.

As soon as we could, we packed up the tent and came home early losing 2 days of our holiday.

I contacted Charlies when we returned and sent the pictures. They are saying we are not entitled to a refund or replacement as we purchased the tent more than 30 days ago. Also, they have told me that Vango's warranty doesn't include weather damage (despite this tent being described as 'durable and able to stand strong winds).

I am disgusted by both of them. We were sold an inferior product that was not fit for purpose) unless they expected us to camp indoors?!). It lasted 4 days!

So that's my rant.

My warning is to not purchase ANYTHING from Charlies.co.uk as they will not help if anything goes wrong. Also think twice about purchasing a Vango tent, as the quality is bad and their warranty is dubious to say the least.

Finally WWYD in this situation? We are down £350 and neither company want to take responsibility for a tent purchased 60 days ago, lasted 4 days, and collapsed.

We have already put in a claim with our credit card, but I'm not sure if they will refund us.

Is the tent up at vango in Scotland?
Honestly, I’ve been working alongside Vango for more than 15 years and their warranty repair and replace is second to none.
If it’s the TBS that’s failed they should recognise this and sort it. They are nice people who really do want you to have a great experience with their stuff.

However, my suspicion is that your tent will be in the back room of your retailer who will say “Vango say no issues!” in a week or so’s time.

Ad if you want another tent but can’t face another Vango, consider an outwell.

When was this Op? I only ask because we were in our caravan in Dorset for the last week and the winds were horrific and people lost gazebos, awnings completely. And tents collapsed.

It should have lasted longer than that OP. I went to Wales and camped in appalling heavy rain and wind in a £25.00 Eurohike tent from Millets. Believe it or not it was totally waterproof and never moved.

PurpleCrazyHorse

Thank you for that. The quote about strong changeable winds is very helpful!

Whyismycatanasshat

The tent has been collected by courier I'm not sure where it's going as the retailer arranged it.

I have tried to contact Vango, I got given a number by their head office for aftercare but it's out of service

Whyismycatanasshat

Do you have contact details for Vango?

Oblomov19

It was 2 weeks ago.

www.vango.co.uk/gb/contact-us

Any use?

Ive just looked at the model of tent and it’s the same as my brother’s tent. His stayed up for two nights in steady 30mph wind with 50-60mph gusts. So yours should have stayed up as well. He did have one guy rope which snapped, but it just snapped rather than ripped at the tent so would have been an easy fix. He was a bit nervous the second night and said he didn’t sleep as he didn’t think the tent would make it and I think was awake all night.....i was snoring in my caravan!

Hope you get it sorted.

From Vango's website the list of things not covered by warranty - I think the vendor was telling you lies.

TENTS / AWNINGS

General wear and tear over extended periods of use
Flaws in the fabric caused by excessive wear
Water ingress through fabric as a result of UV degradation
Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
Broken zips caused by forcing, jamming or improper use
Over tensioned/stretched seams coming apart
Buckles subjected to undue force or abrasion
Broken carry/roller bag if they are over loaded, used for carrying other items or used as a toy
Any pole breakages/beam punctures, these are treated as "fair wear and tear".
Collateral damage from a pole breakages/beam punctures
UV degradation
Condensation, usually caused by lack of ventilation
Use by rental companies, outdoor centres, or youth groups, via commercial or not for profit Approved Activity Providers, is governed by our standard warranty terms. In any claim circumstance, Vango reserve the right to inspect in accordance with our fair wear and tear policy, and will advise of the outcome thereafter.

cdtaylornats

You might be right.

notacooldad

I tried those numbers. I was told I had to go through the retailer. When I pushed, they gave me a number that was out of service. When I call back no one answers!

Have you put in writing what happened? I would be tempted to email or write a letter stating the events and any actions you took to secure the tent.

It might be worth considering tent insurance. Ours costs less than £2 per month for a tent valued at £1000. It covers new for old replacement while the tent is under 2 years old and replacement hire if your tent is rendered unusable during the holiday.

VivaLeBeaver

Thank you for your helpful posts.

Blondephantom

Thank you I will do that, and will be looking into insurance!

Oh dear, sorry about those numbers. I've always had excellent customer service from Vango. In my previous job we got a lot of our kit for expeds from them.
Have you tried Twitter? Sorry if you've already replied about this.
I used twitter about an issue with an other company this week. After numerous phone calls and emails a quick message on twitter got things sorted in 15 mins. It may be different with Vango at the weekend though.

Aftercare is 08447-20707058; but I’d call head office/ AMG on 01475-20746000 and explain the situation. I know they’d be interested to hear of your experience with the initial retailer.

Whyismycatanasshat

Thanks for those numbers, but they are both 2 digits too long?

Bum! Two seconds!

It’s My stupid android phone not copying them properly; on both numbers remove the “-20” in the middle for the correct numbers

Whyismycatanasshat

Thank you so much!

Whyismycatanasshat

No answer, probably because of the weekend. Will try Monday! Thanks

Yours may have been a dodgy one, telling people not to but them is wrong

Even if only one in a thousand tents comes out faulty, why would you want to buy from a company that does not own up its mistake and replace the product?

I bought a washing machine from a shop and has a serious issue with it a couple of weeks later. Both the shop's and the manufacturer's customer service was appalling. I finally managed to get my money back but would not be so foolish as to buy from either of them again.

Coyoacan

My thinking too!

Sorry to hear of your troubles. It's frustrating when companies stop caring once they have your money.

Letter before claim to the CEO, quoting relevant law, is in order, OP.

Also everything is fixable that you’ve mentioned. If you get on Facebook there are companies who will repair for you.

No. She is ALREADY out of pocket from having to shell out for an inferior product that’s patently not fit for purpose. They should be reimbursing her; she shouldn’t have to pay more to get a shit product fixed.

I NEVER, EVER let these things go. I’m like a dog with a bone and refuse to tolerate cheeky fucker, rip-off companies.