Big Sky International - Supply/Customer Service Issues

[JulieJ]

Hi All
I am a forum newbie, so apologies in advance if I have not posted in the optimal area.
I would appreciate any comments/suggestions about how to deal with the following, annoying, issue:

20.02.2016: I placed an order on Big Sky International site (having read excellent reviews and comments that earlier supply issues had been rectified). I received confirmation email that day.
At the time of ordering ALL items were listed as in stock on the website.
26.02.16: I emailed requesting info about expected shipping date. - No Reply
02.03.2016: I emailed again also using their 'Chat' service - still No Reply!
They are only available for phone contact between 18.00-19.00 their time (around 9.00-10.00am Perth time) and they state that they do not have someone dedicated to answering the phone, and that they normally respond quicker to emails!
These are excerpts from their website:
"All orders will be processed within five business days. In the event that an item is backordered, we will contact you with an estimated delivery time."
"email: We try to reply to emails within 24 hours."
"Chat:
Someone is normally available:
evenings from 18:00 to 19:00 USA MST Monday through Sunday
If you send us an offline message we try to respond within 24 hours."

I'm getting desperate now - I wanted the tent for a trip to the South West in a few weeks time.
Does anyone have any recent experience with this company?
If I cancel the order are they likely to go ahead and charge my credit card anyway?

Thanks for any suggestions
Julie

[Lophophaps]

Julie, welcome to the forum. Not a happy issue to start with.

See
http://www.bbb.org/snakeriver/business- ... 000006045/
for some comments. As the trip is in a few weeks it may be best to cancel the order. You've had a few weeks of no reply so there could be something amiss at BSI. Regardless, you need the certainty of a tent asap to see that the tent is okay. It probably will be but what if the tent arrives the day before you leave and the inner or a pole is missing? Not good.

These are consumer issues, covered by Australian Consumer Law, which is of limited use buying online from overseas. You might get advice from the Department of Commerce
https://www.commerce.wa.gov.au/consumer-protection
I'd think seriously about instructing the bank to deny fund transfer.

[GPSGuided]

That site looked really dodgy. I'd suggest cut your losses and run. Get the bank to block the funds asap.

[Strider]

Get the payment reversed and buy it from Backpacking Light in Melbourne instead...

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[Giddy_up]

Hi Julie,

This is not good. I commented just the other day about this exact company and their history, alas it was on a different thread.

Your course of action is simple if the funds have not left your account or are just pending. Go to your nearest branch and explain the situation and get them to stop the transaction. They can even claw back the on hold portion without a drama.

If the funds have gone then it's a game of cat and mouse. From what I have read, people that this has happened to have finally gotten their tent but only after a significant lapse of time (months)

Big Sky have given the cottage tent makers industry a really bad name and I know a vast majority of them don't have a lot of time for this company and its ethics.

Really sorry to hear this is happening again as I had held some small hope that they had sorted their supply issues and customer contact issues out.

All the best wth this

G_U

[BarryK]

I placed an order with Big Sky on 11th February 2016, and received it yesterday, 8th March. I live in Perth, WA.

The quality of my tent (Soul 1P) is very good. The issue is the delivery time.
An order should not be placed with Big Sky if you must have the tent by a certain date, instead buy from a dealer, such as Backpacking Light in Melbourne.

It appears that Big Sky is basically a one-person operation (Bob). After one email enquiring about when my tent will ship, I got a response that Bob is away in China for a week -- last week of Feb. I think that was.

I think that the site does recommend purchase from a dealer, to avoid delay, but I agree, a bit more warning about possible long delays if ordering direct from Big Sky.

Note, I paid with PayPal, so Big Sky got my money immediately. The site does recommend pay with credit card, and it states quite clearly that they do not charge your card until they ship -- so you are free to cancel at any time.

I am looking to buying a 2-person tent later this year, and might go for the Big Sky Evolution 2P.

[JulieJ]

Hi everyone

Thank you all for your very prompt and helpful responses to my post.
I suspect the manufacturer is legitimate, but perhaps, being a solo operation, is overwhelmed.
I have spoken with BPL: it seems they, too, have experienced delivery delays. The person I spoke to there (Tim) was very helpful and I am hoping that I may be able to purchase from them. (The only reasons I chose not to initially was that they did not have the stock at the time, and they did not stock the colour I wanted. I no longer think colour is so important!)
I was heartened to hear (BarryK) that deliveries do indeed occur, and within a reasonable time frame.
I am particularly disappointed that the operator does not respond to emails, telephone messages, or their on-line chat/messages, which seems consistent with the messages on the site posted by Lophophaps. The issues referred to there appear to have been rectified, and the customers ultimately happy with their product, if not the service!
I hope to be able to post a bit of a review of a BigSky tent in the not-too-distant future

Julie

[Lizzy]

I have recently purchased on Massdrop- will be interesting to see when it arrives - they did say it wouldn't ship till toward the end of March. You wouldn't think they'd do a Massdrop offer if they didn't have enough supply. Will update when I hear something. Fingers crossed!

[JulieJ]

Lizzy, I don't even know what Massdrop is! I hope your item arrives on time

[GPSGuided]

Massdrop is quite a different arrangement.


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[JulieJ]

GPSGuided - just checked this Massdrop thing out! Could have saved myself a few bucks! BUT - if they are sourcing from Big Sky, perhaps the customers will still experience the delays that I have had. I hope Lizzy gets hers in a reasonable time.

[GPSGuided]

Just looking at Big Sky's web site, it did not give me a sense of comfort. I'd like to think of Massdrop as a responsible agent who'll protect your rights. YMMV of course.

[BarryK]

JulieJ,
I also experienced non-response to an email enquiry, or rather, very slow. I haven't tried the online chat thing (which I found very annoying, it kept popping up while I was browsing the site, even when I was placing an order).

I have looked through my email records:

Feb 11: BS sent a confirmation of order.
Feb 14: BS sent an email informing me that I could buy from BPL in Melbourne.
Feb 14: I replied, no, BPL does not have the one I want.
Feb 23: I sent an enquiry, when will my tent ship?
Feb 23: Auto-reply from BS, "attending ISPO show in Beijing this week"
Feb 28: BS sent "order processed for shipment"

You can see there, very tardy response to my enquiry. When Bob was away in Beijing, everything stopped.
I wonder if he does have staff? You would think even a small cottage industry would do.

Anyway, I got my tent, and I am happy. I am going to take it on an overnighter tomorrow, and will write a report on the experience.

For anyone interested, the Soul 1P is a freestanding dome tent, with two intersecting hoops and inner and outer skins. Weight, including footprint, is 711gm (in bag), poles are 316gm (in separate bag), stakes are 76gm (in separate bag). BS only sent one bag, I provided the extra bags for poles and stakes.
Um, I did weigh the footprint separately, I think it was about 70gm (can't check right now, everything is getting packed for tomorrow).

[JulieJ]

Hi BarryK

Thanks for your post. Sounds like non-response to enquiries is de rigeur for BSI!
I have been advised that it is a one-man show (Bob) - so no staff to manage the admin.
If Bob was away for a week, and now needs to play catch-up, perhaps I may hear something next week.
The BPL folk also appear to be having problems having their orders filled. sigh
I am looking forward to hearing your review of the Soul. I have heard/read nothing but excellent reviews about the BSI tents. Shame the manufacturer can't quite meet the rest of the demands of his business.

[wayno]

its just a local small town shop running an online store as well.
use more reputable major online stores that are better resourced to provide decent service. if they wont ship a brand down under, use a mail forwarding company to ship to.

backcountry.com
campsaver.com
http://www.ultralightoutdoorgear.co.uk/
http://www.cotswoldoutdoor.com/nz/

[Giddy_up]

The problem is that Big Sky has what appears to be a very suitable product. The three pole, full inner, integral pitch, free standing, light by 4 season tent standards tent is what is very appealing to a lot of people. The "but" comes on supply and customer service which is just not up to scratch. I've been following this thread and the excuse seems to be that Bob has been in China and unable to answer emails!!! Hard to fathom in today's age.

Some one should at least show him how to do an out of office automated response so his customers know there is life at the other end, not someone who has done a runner.


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[wayno]

yup his online store is just an after thought amongst the rest of his life, a one man band...

[GPSGuided]

Given that he sources his tent in China, are there similar on Aliexpress, which seemed to have everything under the sun there?

[wayno]

i wouldnt trust the quality of a tent from aliexpress, especially at the prices they are selling them for.
i'd stick with a reputable outdoors brand.

[GPSGuided]

Check it out, there are tents in the higher price range now.

[wayno]

there isnt a single brand i recognise on aliexpress as being reputable, they can go fish....

[GPSGuided]

That's because the brands are domestic and often OEM for known brands. I have noticed the quality has been improving as their domestic spending power is increased.


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[BarryK]

OK, I have done an overnighter with my Big Sky Soul 1P, and written-up a report:

http://barryk.org/light/field-tests/ft2-backpack.htm

It is a superficial evaluation, as the weather was perfect.

Perhaps this post should be in a new thread, however, it is relevant to this thread as it is a commentary on the quality of the product itself, as a justification for tolerating poor customer service for the sake of getting our hands on one.

The Soul 1P is a true dome tent, but the minimal vestibule is probably not going to be to everyone's liking. They do have another, named Evolution, that is the same basic shape and looks like it uses the same poles, but with side entry and reasonable-size vestibules (both sides).

I commented on thin light fabrics and thin poles, however, that is because I chose them. At lower cost, heavier fabrics and heavier-duty poles can be specified.

[findbuddha]

I got my Bigsky Chinook 2p last year from Backpacking Light last year. Was very happy with their service, and I've been very happy with the tent so far although it's not seen more than light drizzle / wind.

[Giddy_up]

I see this morning another massdrop from Big Sky. I fail to see how the owner can allow this to happen when he can't service existing orders and goodness knows how many outstanding orders he has!!!

Something is not right with this business, buyer beware!!!


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[GPSGuided]

When the price is right, there will always be biters.

[JulieJ]

So, I still have heard nothing from BSI! Such a shame as all reviews of the actual products, for those fortunate enough to have received one, are extremely favourable. I cannot purchase in Australia as the supplier also has not received their order!
I have researched tents very extensively, and I have not found another product that has all the features of the BSI Revolution that I had hoped to own by now. I specifically wanted, among other things, an integral pitch, free-standing 2p tent, with weight around 1.5kg. Although it is at the higher end of $$$ this BSI number really fit the bill.
I'm now considering an Exped Venus II UL, which is heavier but ticks all the other boxes. Already own the standard Venus II and I love it, it's just on the heavy side for those times I am using it solo. Or, I am going to have to compromise and have an inner-pitch first (lots of those available), and suck it up when it gets wet (bcs I generally head out in winter!)
Thanks again for all the feedback. This forum is a pretty fabulous place to get help

[GPSGuided]

Exped Mira I? Just for solo camps, right?

[Giddy_up]

So, I still have heard nothing from BSI! Such a shame as all reviews of the actual products, for those fortunate enough to have received one, are extremely favourable. I cannot purchase in Australia as the supplier also has not received their order!
I have researched tents very extensively, and I have not found another product that has all the features of the BSI Revolution that I had hoped to own by now. I specifically wanted, among other things, an integral pitch, free-standing 2p tent, with weight around 1.5kg. Although it is at the higher end of $$$ this BSI number really fit the bill.
I'm now considering an Exped Venus II UL, which is heavier but ticks all the other boxes. Already own the standard Venus II and I love it, it's just on the heavy side for those times I am using it solo. Or, I am going to have to compromise and have an inner-pitch first (lots of those available), and suck it up when it gets wet (bcs I generally head out in winter!)
Thanks again for all the feedback. This forum is a pretty fabulous place to get help

Hi Julie,

What a shame about this tent and the service. I have just read some of the commentary on Massdrop and the person who puts the drops together is assuring people that BSI products will be delivered. Brave guy given the history here.

What did you end up doing? Did you withdraw payment or are you still living in hope?


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[Giddy_up]

Have you looked at Tarptent, they make some wonderful tents that may suit your needs. Franco is always about somewhere here and is helpful and a wealth of knowledge about tents in general.


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