My wife bought a Coleman air beam tent from winfield outdoors in april and used it for the first time 2 weeks ago and the main guy rope support thats stitched into the top of the tent ripped off when trying to peg it out under very little tension. It the main guy rope at the front so should be able to withstand very strong winds not just come away under hardly any tension. Then two loops on the groundsheet came off in her hand when trying to peg it out. There is also a very small hole it the top of one of the bedroom compartments. She has phoned the winfield but they said as she bought it online she has to phone customer service as they deal with online orders. We have phoned them several times now and all we get is a automated voice saying they are very busy and dealing with other customers and to leave a message with our order number and contact number and they will get back to us. We have now phoned about 10 times and left numerous messages but no one has been back in touch. Where do i go now as im not getting anywhere. The tent cost £1350 so should not fall to bits on its first outing. Any help would be greatly appreciated.
In reply to Post #1
Direct to Coleman.
Direct to Coleman.
In reply to Post #2
I thought you had to deal with the place where you bought it from?
I thought you had to deal with the place where you bought it from?
In reply to Post #3
Have you tried the live chat option on their website,mon-fri 9am-5pm
Have you tried the live chat option on their website,mon-fri 9am-5pm
In reply to Post #4
I cant find any live chat bit mate. Ive emailed a letter so theres a record of the date whem i sent it and phoned numerous times.
I cant find any live chat bit mate. Ive emailed a letter so theres a record of the date whem i sent it and phoned numerous times.
In reply to Post #5
If you have got a local store I would take it there and get them to make some calls.Im sure they can help out or as has been said contact coleman direct see if they are willing to help out
If you have got a local store I would take it there and get them to make some calls.Im sure they can help out or as has been said contact coleman direct see if they are willing to help out
In reply to Post #6
We dont have a local store mate but im in keswick next week and theres a shop there so will speak to them. I have phoned the shop though and they are adamant that the online side has to deal with it and they
cant do anything. Coleman have said the place where we bought it have to deal with it after getting in touch with them this morning.
We dont have a local store mate but im in keswick next week and theres a shop there so will speak to them. I have phoned the shop though and they are adamant that the online side has to deal with it and they
cant do anything. Coleman have said the place where we bought it have to deal with it after getting in touch with them this morning.
In reply to Post #1
Are you on LinkedIn? If not register, search Winfields Outdoors, you will find a number of company employees including a director, direct message them or email if they have an address. Explain the situation and then be very firm in regards to your next actions which should include trading standards and the use of social media.
I've gone down this route a couple of times over the years, both times resulted in a rapid response from both businesses.
Are you on LinkedIn? If not register, search Winfields Outdoors, you will find a number of company employees including a director, direct message them or email if they have an address. Explain the situation and then be very firm in regards to your next actions which should include trading standards and the use of social media.
I've gone down this route a couple of times over the years, both times resulted in a rapid response from both businesses.
In reply to Post #8
Good idea, cheers 👍🏻
Good idea, cheers 👍🏻
I have had good results with an updated version of copying everyone into email until somone get embarrassed.
By using Twitter.
Winfields will no doubt have some twitter addresses.
So will colemans. You can post the issue and photos also had consumer shows. Joe Lycett consumer show. Citizens advice. Etc
They might want to ignore you but they don't like others seeing that they have.
By using Twitter.
Winfields will no doubt have some twitter addresses.
So will colemans. You can post the issue and photos also had consumer shows. Joe Lycett consumer show. Citizens advice. Etc
They might want to ignore you but they don't like others seeing that they have.
In reply to Post #1
I was going to suggest heading down to the head office and camping outside until you get some response, but given the circumstances.....
I was going to suggest heading down to the head office and camping outside until you get some response, but given the circumstances.....
In reply to Post #1
Another possible route..
Please say you bought it with a credit card
Give your credit card company a call and tell them the issues and they can then deal with it for you
Another possible route..
Please say you bought it with a credit card
Give your credit card company a call and tell them the issues and they can then deal with it for you
In reply to Post #7
I messaged them yesterday and just got a reply,they are clearly trying to avoid sorting the issue out
I messaged them yesterday and just got a reply,they are clearly trying to avoid sorting the issue out
In reply to Post #13
Its a joke mate. What email address did you use?
Its a joke mate. What email address did you use?
In reply to Post #12
No she paid with her debit card 😞 it weighs 50kg so be a nightmare to send it back. We have tried twice to get in back into its carry bag and cant even get it half in.
No she paid with her debit card 😞 it weighs 50kg so be a nightmare to send it back. We have tried twice to get in back into its carry bag and cant even get it half in.
In reply to Post #14
Web@winfields.co.uk a girl named Nicola replied
Web@winfields.co.uk a girl named Nicola replied
I scrolled down to the bottom of the home page,clicked on contact us,scroll down and there is a grey box with contact us and a place to leave your message and a part to add pictures to send in
In reply to Post #15
Has your debit card got visa logo on it?You could contact your bank and see if they can help to claim your money back.Its called charge back and gives you similar cover to a credit card.I did this with a treadmill and got every penny back
Has your debit card got visa logo on it?You could contact your bank and see if they can help to claim your money back.Its called charge back and gives you similar cover to a credit card.I did this with a treadmill and got every penny back
In reply to Post #17
Cheers 👍🏻
Cheers 👍🏻
In reply to Post #18
Yes got a visa logo on it 👍🏻
Yes got a visa logo on it 👍🏻
In reply to Post #16
Ah, i thought you ment you got a reply from coleman. Ive sent 6 emails to the winfields one with photos attached and no reply so there definitely ignoring me 😡
Ah, i thought you ment you got a reply from coleman. Ive sent 6 emails to the winfields one with photos attached and no reply so there definitely ignoring me 😡
In reply to Post #20
Contact your bank and explain the situation to them,ask them about chargeback.The co-op bank sorted it out for me
Contact your bank and explain the situation to them,ask them about chargeback.The co-op bank sorted it out for me
In reply to Post #22
Just spoke to the wife and she had a reply back today which she never mentioned. They want us to mark up where the faults are and they will see if coleman can fix it. Not sure how you can fix a small hole in the lining of the bedroom mind or attach the guy rope properly. Would rather just have a refund as the quality of the whole thing was crap. There was no mention of how to send it back or where to in the email and theres no way im paying to send back a 50kg tent when its a manufacturing fault.
Just spoke to the wife and she had a reply back today which she never mentioned. They want us to mark up where the faults are and they will see if coleman can fix it. Not sure how you can fix a small hole in the lining of the bedroom mind or attach the guy rope properly. Would rather just have a refund as the quality of the whole thing was crap. There was no mention of how to send it back or where to in the email and theres no way im paying to send back a 50kg tent when its a manufacturing fault.
In reply to Post #23
I would ask for the refund and tell them to sort a courier to collect it.It is not fit for purpose
I would ask for the refund and tell them to sort a courier to collect it.It is not fit for purpose
In reply to Post #24
Thats what shes asked. Will keep you posted, cheers
Thats what shes asked. Will keep you posted, cheers
In reply to Post #25
I reckon she was that pissed off with you over you sleeping on your bedchair she did the damage with woman rage
I reckon she was that pissed off with you over you sleeping on your bedchair she did the damage with woman rage
In reply to Post #26
Its her tent 😀
Its her tent 😀
In reply to Post #27
Oh
Oh
Its usually my wk of peace when she goes camping with the kids and her mam but i promised the little one i would go for a night to see her so rocked up with my solar bed and gardner bag 😀
Not fit for purpose, push for a full refund.
It's the law.
It's the law.
In reply to Post #30
Because its after 30 days they have the right to fix it first then if that dosent work they are allowed to replace before issuing a refund. They have been in touch with coleman and are waiting for a reply back. Pretty **** really as the kids will be back to school in 3 wks so never going to get it sorted before they go back so there not going to get out in it again this year.
Because its after 30 days they have the right to fix it first then if that dosent work they are allowed to replace before issuing a refund. They have been in touch with coleman and are waiting for a reply back. Pretty **** really as the kids will be back to school in 3 wks so never going to get it sorted before they go back so there not going to get out in it again this year.
In reply to Post #31
Got October half term,nice camping trip by a lake.We went Lincoln last year,it was bloody lovely
Got October half term,nice camping trip by a lake.We went Lincoln last year,it was bloody lovely
In reply to Post #32
She likes the sun to much, October will be a bit to cold for her and the kids will moan its to cold 😀
She likes the sun to much, October will be a bit to cold for her and the kids will moan its to cold 😀
In reply to Post #33
Ive emailed the person whos dealing with it saying im contacting the directors direct and also putting the photos and shaming them on social media to see if that speeds them up.
They have been in contact today offering a full refund so looks like the threat of contacting the directors and putting it on social media had the desired affect. Cheers everyone 👍🏻
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