Tarptents bad ordering customer service

[icefest]

Its a debit card trust me the money was gone

It might have been good to say debit card earlier.

If your debit card is a standard card then it will still be in your account, but just not available to spend. You should still receive interest on it.

What do you think of Bibler and MSR tents?

[Kingsleythelost]

i was fine with the entire thing even the bad customer service ...it wasnt me that pulled the pin it was Henry.

The money for me wasn't an issue i just pointed out in the original message that it was paid for yet people wish to focus on that .... look at my email....Nov 14 Paid....There so much credit card fraud going on people ordering things then getting the money back through there banks yet im called a bad customer.

I should start a new thread....Looking for a light tent that is not TT coz they refuse to sell me one. LOL

[GPSGuided]

... I would have expected a small cottage organisation to handle their customers better...

This seemed to be the root cause of the whole problem here, one of expectations. Fact that they are a cottage industry, they won't have the same resources and systems in place to respond to all the possible scenarios, and certainly can have variable responses to perceived aggressive customer accusation. Not unreasonable for them to cancel the order as given uncontrollable weather factors, they aren't going to meet the required deadline. C'est la vie, time to move on.

Next time, don't leave critical purchases to the last minute. Bound to lead to problems for all parties.

[Franco]

BTW, Kigsleythelost,
since you felt it was OK for you to publish private E Mails (thanks for the publicity anyway...) I feel that maybe it would have been correct also for you to include this comment of yours
"I plan on splashing that email all around the internet thanks"

[Kingsleythelost]

Haha please publish the entire email if you wish too that was sent after id put it on this forum...

OMG this is parthetic you guys are attacking a customer ....tell me what i said that was wrong...apart from the two bit stuff that was said in anger...

[Kingsleythelost]

<Wrong of me to say that edited> and apology

[Giddy_up]

EDIT: Franco wrote a functionally identical post, I'll leave my bit here but feel free to ignore.

They do a pre purchase on the credit card thus the funds are not in my account but instead held by the bank until the purchase is finished. So although he hasn't got the money i definitely don't have it! But lets not let the wording of one comment take away from what has happened. Because the email i sent has every correspondence ive had with TT.

Seeing as you a bringing up the money again let's talk through how a credit card works. I think that you might not correctly understand it.

Lets go with the wikipedia definition: "It allows the cardholder to pay for goods and services based on the holder's promise to pay for them. The issuer of the card creates a revolving account and grants a line of credit to the consumer (or the user) from which the user can borrow money for payment to a merchant or as a cash advance to the user."
Most of the time this credit is interest free for the first month (if it isn't you'd better have a good reason or be called an idiot).

The credit limit is the maximum amount you can borrow.
A credit block is a request by the vendor to the credit institution to reserve a certain amount of the credit limit for a possible future payment.

You are complaining that TT are getting a promise that you will be able to loan the money that you have promised to pay them, and to top it all off this is all on an interest free loan.

You are not out of pocket, you are not paying any interest and it's not even your money yet.

Not correct icefest, if its a debit card it is linked to cash that he has in his account. It's not credit it draws from his funds in his bank account. No funds in the bank account no transaction.

[Kingsleythelost]

The funny thing is i apologized for my original comment and was about to delete my comments on this forum.There was a bit more correspondence i forgot to add.This time its just a snippet of what i sent...with the original email header i posted here as a reference point

"
Can we work this out….its clear theres some emotion going on here.

To me it’s a communication issue you assured me you would send me the tent on the 19th because I needed it. Im now left without a tent for purpose. I don’t understand why you deem me not fit for your tent.

Im sorry if I said something incorrect to anger you but I was also angry as I felt let down.


From: Henry Shires [mailto:orders@tarptent.com]
Sent: Saturday, November 23, 2013 7:41 AM
To: kingsley
Cc: <franco@tarptent.com>
Subject: Re: Thank you for your Tarptent order [331995]

Dear Kingsley,

[wayno]

Wow the customer service gets better and better..... Be ware if you buy form these guys they dont forget they dont forgive they will hunt you down. Im waiting for the goons at the door next

if you were a customer of mine i'd cut you loose too...even if you make these comments in jest, they arent on. you're impuning their reputation with ridiculous statements. do you think because you want to pay someone it means you can bad mouth them any way you like because any lapse in their service gives you the right to just bag them like some target for you bitterness?
customer service is a hard job, sometimes incredibly hard, i've done it for decades and i cant wait for the day i dont have to do it anymore... its not an easy job, these guys are just trying to make a living the best they can, and they don't deserve comments from you like that at all.

[Kingsleythelost]

Can we please close or delete this thread as im over it.....Im moving on life is too short

[Kingsleythelost]

Wow the customer service gets better and better..... Be ware if you buy form these guys they dont forget they dont forgive they will hunt you down. Im waiting for the goons at the door next

if you were a customer of mine i'd cut you loose too...even if you make these comments in jest, they arent on. you're impuning their reputation with ridiculous statements. do you think because you want to pay someone it means you can bad mouth them any way you like because any lapse in their service gives you the right to just bag them like some target for you bitterness?
customer service is a hard job, sometimes incredibly hard, i've done it for decades and i cant wait for the day i dont have to do it anymore... its not an easy job, these guys are just trying to make a living the best they can, and they don't deserve comments from you like that at all.

After all this i agree with you ... But remember this is all from the email i originally posted! it could have been dealt with in 5 seconds an apology ....heres my tent....move on. Im not a troll all i wanted was a tent....Then its got to this point!

[portlester]

Gee whiz! How different this might all have been if Tarptent had advised the purchaser (who care's whether the money has come out yet or not?) that they will be unable to meet the original expected timeframe to seam seal his tent and then suggest some other options e.g. 'we can send it unsealed and do can do it yourself'' or 'we will do it but there will be a delay' or even 'we apologise for this delay would you like to cancel your order?'

Kingsleythelost does appear to have come across a bit short/rude, however (assuming we have the complete story) if he is the worst that Tarptent ever deal with they are very fortunate. Under the pump or otherwise, I would have expected a company to be a bit more resilient than this.

My experience in retail (albeit before the internet) was that you try and keep your customer happy/satisfied (within reason of course). I would have thought this was still relevant today ... particularly for a 'cottage industry'.

Franco - will this hurt Tarptent? Probably not, although there are alot more people out there who will find out about Tarptent and their less than perfect customer service, than some mysterious person called Kingsleythelost. Would this (as it has played out so far) stop me from buying a Tarptent? Also probably not, although I would definitely put the possibility of experiencing the same customer service into the equation.

Although based on my comments here, perhaps Tarptent would not want me as a customer as I also am 'not well-suited' to their products.

[Scottyk]

You insulted the company to the guy who owns the company. "Two bit outfit" is hardly constructive criticism.

Honestly, what do you expect? Do you have a right to insult them to your hearts content just because they will receive your money? It's people with this attitude that make retail work frustrating.

You would hardly mouth off and complain to your personal tailor.

As fat as the waiting goes, zpacks And MLD often have much longer waiting times.

Of course there are also threads like this that mention what the issue is with seam stealing http://www.backpackinglight.com/cgi-bin ... gination=1

well said
+1 for me

[Kingsleythelost]

You insulted the company to the guy who owns the company. "Two bit outfit" is hardly constructive criticism.

Honestly, what do you expect? Do you have a right to insult them to your hearts content just because they will receive your money? It's people with this attitude that make retail work frustrating.

You would hardly mouth off and complain to your personal tailor.

As fat as the waiting goes, zpacks And MLD often have much longer waiting times.

Of course there are also threads like this that mention what the issue is with seam stealing http://www.backpackinglight.com/cgi-bin ... gination=1

well said
+1 for me

I agree to a certain extent if it was e i would have called me a ##%$%& head and sent the tent. I definitely would have accepted an apology and said no hard feelings!

[Onestepmore]

I feel that putting time pressure on someone to supply a custom made product by a certain date is a bit unreasonable. So many factors that can't be controlled, especially in a small family owned business. Influx of orders, staffing issues (illness etc), problems with supply of materials and components, postal delays especially internationally, custom delays, weather (as in this case)
We joke at work (vet hospital) that we'd love to have a sign at the front desk for clients who come in at the last minute for prescription medicine refills on fully booked days when all the vets are consulting (typically the client is just about to go away for a long weekend and has run out of their pet's medication). Or whatever, pet has been unwell for some time and left until just before closing. The sign would say 'Your lack of planning is not our emergency'

Sorry to hear you've had a bad experience. Move on and enjoy choosing another great tent.

[GPSGuided]

Can we please close or delete this thread as im over it.....Im moving on life is too short

Sorry, should think twice before posting that first post in public. Be responsible for your words and actions. Same for using that "two bit..." statement in emails. Outcome will surprise you, as is the case here.

[icefest]

BTW, Kigsleythelost,
since you felt it was OK for you to publish private E Mails (thanks for the publicity anyway...) I feel that maybe it would have been correct also for you to include this comment of yours
"I plan on splashing that email all around the internet thanks"

Was that sent as part of an email? Can you post the rest for context?

@Kingsley, What do you think of Bibler and MSR tents?

[Kingsleythelost]

Im checking them out now....I really want something nice and light MSR look nice ill need a lot of research. I liked the DR because it was capable of 2 person. Stood without my walking poles around 1 KG and well constructed from all regard. They do seem like a very nice tent as do all the Tarp Tents

[wayno]

i think ent has posted reviews on a couple of msr tents on here, from memory, one was the nook, cant remember the other, maybe huba?

[Onestepmore]

The new lightweight MSR Hubba NX range will be available soon, maybe check them out?

[Kingsleythelost]

That is one beautiful looking tent MSR Hubba NX.

I do want to apologise for my reactions today it was a bad day for what was meant to be an exciting purchase my first solo tent! Ditch the kids and go go go!. OneStepMore your probably my favorite poster on this site i follow you a little (not in a creepy way) lol.

[Kingsleythelost]

Since ive got your attention with my rant what do people think of this tent?

http://www.terra-nova.co.uk/tents-and-s ... on-2-tent/

For me it ticks all the boxes 900Grams , 2 person although i cant see the dimensions. 2 Wall, small pack , I love the 2 wall as you can take the inner down. Doesnt require tent poles. A little on the expensive side but wow it looks nice.

I guess some questions of durability and air movement remain....Also the data sheet suggests 2.3 meters log but thats the peak im 2m long myself i wonder how much it cuts in at the sides

[frenchy_84]

Why don't you just get a friend to order a tarp tent for you. I doubt Henry will screen all orders coming from people near your postal address.

[photohiker]

Its a debit card trust me the money was gone

The money was not available to you, yes. Tarptent didn't have it either. If it was urgent, I'm sure a call to your bank would have refunded the cash.

I have been in an extensive delay situation with another cottage manufacturer. I was told politely that at any time I could ask for my money back (it was prepaid via paypal). At the end of the day, the product was beautifully made and well worth the wait.

Tarptent is different to a lot of cottage manufacturers, many take the money up front and deliver when the goods are ready - they need the funds for working capital.

You do yourself no service by attacking someone from whose cottage business you would like a delivery of a well made and designed quality product. These are not generic contact staff in a call centre, these are real people, living, working and breathing the whole business. (I'm not suggesting it's ok to get stuck into call centre staff either, just that you will most probably get away with that initially, but karma will still get you in the end)

You have to know when to walk away. Clearly, you have upset Tarptent and they have sacked you as a customer.

[Miyata610]

Its a debit card trust me the money was gone

This is correct. The money is effectively removed from your account. That's possibly the biggest difference between a credit card and a debit card.

I'm siding with Kingsley on his view of poor service with an unreasonable outcome.

Buy a Hilleberg.

[wayno]

Since ive got your attention with my rant what do people think of this tent?

http://www.terra-nova.co.uk/tents-and-s ... on-2-tent/

you'll get a deal on them here, good online store, fast cheap reliable delivery..

http://www.ultralightoutdoorgear.co.uk/ ... -tents-c26

one of their recommendations is this tent
http://www.ultralightoutdoorgear.co.uk/ ... lite-p1830

[Kingsleythelost]

to be honest im over it now! TT dont get my money or my recommendation. time to move on! discovering a lot of other options.

[wayno]

my links are for the terra nova you're interested in

[photohiker]

Since ive got your attention with my rant what do people think of this tent?

http://www.terra-nova.co.uk/tents-and-s ... on-2-tent/

For me it ticks all the boxes 900Grams , 2 person although i cant see the dimensions. 2 Wall, small pack , I love the 2 wall as you can take the inner down. Doesnt require tent poles. A little on the expensive side but wow it looks nice.

I guess some questions of durability and air movement remain....Also the data sheet suggests 2.3 meters log but thats the peak im 2m long myself i wonder how much it cuts in at the sides

How tall are you, and where are you going to take this tent hiking? The Laser is a well regarded tent, but I think it suffers from condensation if you're not careful. Pretty expensive too.

Have you looked at the One Planet Goondie? There are reviews of it on the forum.

[icefest]

Since ive got your attention with my rant what do people think of this tent?

http://www.terra-nova.co.uk/tents-and-s ... on-2-tent/

For me it ticks all the boxes 900Grams , 2 person although i cant see the dimensions. 2 Wall, small pack , I love the 2 wall as you can take the inner down. Doesnt require tent poles. A little on the expensive side but wow it looks nice.

I guess some questions of durability and air movement remain....Also the data sheet suggests 2.3 meters log but thats the peak im 2m long myself i wonder how much it cuts in at the sides

May I point out that you will also have to seam seal this tent yourself: