Zero customer service! I'm so disappointed. The products look amazing, and I was very excited about the hammock that I ordered. However, thus far, I couldn't disagree more with any of the positive customer reviews. 1) I placed an order on-line on 12/6/19. 2) Nothing arrived, not even an email with a shipping confirmation, and still hasn't. 3) I was charged in full on 12/9/19. 4) I emailed twice, only to receive an automatic reply that they are out of the office for Christmas. 5) I called 4 times and not once did anyone pick up. I'm still waiting for any communication. Really, all I want is what a company is supposed to do - provide a product once payment is accepted. Instead, I've been robbed.

Originally I had given one star but customer service was spot on so I have moved it to three for now.when the resolution stated here from customer service actually comes to pass I will be thrilled to give Five star review. I ordered Three orange connect tents, a super trilogy rain fly, a six person hammock and three ladders. To date I have received Three green tents and the hammock. The ladders were listed in the first shipment which stated three orange connect tents and three ladders- however the first shipment was only two green tents jammed in one box that was falling apart . The next shipment was the hammock and later another green tent trickled in. I spent a good bit of time in the tensile customer service when I purchased this set up. Over all unless someone gets back to me soon I’ll be sending it back if the mysterious ladders don’t show up. Also this is a Christmas present that I ordered the first week of Dec - today is the 22 and well I’m still waiting and trying to make alternative plans for my six children’s Christmas presents. Edit less than 6 hours after my original review- Thank you for the super fast response. I will edit my review now and again when the when the corrections have been made. Again thank you. I had read other reviews about poor customer service and when my order was not correct I felt that all was lost. Such a quick response and a direct correction of the mistake indicates to me that maybe those others we being difficult. Thank you again- i can’t tell you how much better I feel about not being the gullible target of clever marketing. On Dec 23, 2019, at 05:45, Jessica Hi Natalie, I’ve just read your review and found out about the catalogue of errors you have experienced and I am extremely sorry about this. This is completely unacceptable and I shall be investigating this fully. So far you have received: Three Connect Tree Tents in Green – wrong colour as you ordered Orange Trillium XL Outstanding items: Three Webbing Ladders Super Trilogy Centre Canopy I can confirm that the another part of your order is out for delivery today, which should be the Super Trilogy Canopy. This leaves the ladders still outstanding and I can only apologise they won’t be with you in time for Christmas. By of an apology, I’d like to offer you a refund on the three ladders ($147), which we will still get sent to you, plus we’ll send you three orange rainflies for your Connect so you have the color you actually ordered. We’re currently moving warehouse so these items will get sent as a priority on Monday 6th January when our distribution center will be fully operational again. Again, please accept my apologies for the poor service you have received. If you want to return your order this is of course completely understandable and we will arrange a return free of charge. Kinds Regard, Jess Jessica Reading Global Marketing Director Play. Camp. Explore. We are a 1% For The Planet business We plant 20 trees for every tent sold From: Trustpilot Date: Monday, 23 December 2019 at 04:47 To: Jessica Reading Subject: You've got a new 1-star review Trustpilot Natalie left a new review Hi Jess Reading, Natalie just left a new 1-star review of Tentsile: I ordered Three orange connect tents, a super trilogy rain fly, a six person hammock and three ladders. To date I have received Three green tents and the hammock. The ladders were listed in the first shipment which stated three orange connect tents and three ladders- however the first shipment was only two green tents jammed in one box that was falling apart . The next shipment was the hammock and later another green tent trickled in. I spent a good bit of time in the tensile customer service when I purchased this set up. Over all unless someone gets back to me soon I’ll be sending it back if the mysterious ladders don’t show up. Also this is a Christmas present that I ordered the first week of Dec - today is the 22 and well I’m still waiting and trying to make alternative plans for my six children’s Christmas presents. See this review and reply Or see the review on your profile page: Trustpilot A/S Pilestraede 58, 5th Floor, 1112 Copenhagen K Company no.: 30276582 To manage your notifications, please go to your account settings.

Got everything fast and in perfect condition. Needed to replace the tripad and customer service handled it without question. A+ in my book

I was sent the wrong item but customer service was very friendly and quick to reply and fixed the problem immediately

Love ❤️ all my tentsile products

Update to review after reply: (I have only removed names. The rest of the reply is as I received it in email) In response to the transaction fee: "I am sorry that your bank has imposed charges for paying to us. We are a UK business and some banks have charges but not many. As a way of compensation I have requested our team to send you a free ladder as a good will gesture." Which is it? Did you know about a fee or not? If so, please state that is a possibility when placing an order. I didn't order or want a ladder. In response to the return: "This is a residential address however this is where all our returns go to. If you don’t return to this address we are unable to refund you. Sorry" How does reading this make you feel? This is how it's done or else. The only reason I haven't given one or zero stars is because I did receive some of my original order. Original review: I placed an order directly through the Tentsile website during a warehouse clearance event. I was charged a foreign transaction fee as the point of purchase was directed as a UK purchase through their UK headquarters. I live in the US and purchased in US dollars. ***Beware of this when making a purchase directly though Tentsile. When I received the tent and other goods from Tentsile, the poles were just thrown in the box and the duffle zipper was fully open. This was previously open inventory. Bought as new. I also ordered an accessory that showed in stock, but was sent the wrong item and then told there wasn't any inventory when I called. They offered a refund and informed me I could keep the wrong item. If I wanted this wrong item, I would have ordered it. Through this sequence of events, I decided I was going to send everything back, including the tent, for a refund. After contact with Tentsile about how to return the items, I was given a residential address to send my items to and was informed that that is where all of there returns get sent to. If I don't send my return to this (again....residential) address, I will not receive a refund.

Great products, unique, comfortable, and fun. My experience with customer service has been fantastic. Fast response that left me better off than I expected (they were quite generous).

Great group... Timely shipment, love the tent!!!

Really good products and good customers services. It is the third purchase and i still satisfied.

You have the worst customer service ever experienced yet have some really good products. I have been missing 2 items ordered and promised to me and have yet to even have a rep return my calls or email this has been weeks without contact and i am still missing items i ordered