DO NOT BUY A TENT FROM HERE!

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katiemc's review of GO Outdoors www.gooutdoors.co.uk

“DO NOT BUY A TENT FROM HERE!”

★☆☆☆☆

written by katiemc on 26/07/2017

We bought a Hi Gear Voyager Elite 6 tent from here in June. On our 2nd camping trip a few weeks later the elastic in one of the poles came out so instead of ruining the weekend and going home i borrowed some gaffer tape from the site owners to tape up the pole up. In the evening it started to rain (wasn't heavy rain) which then the tent started to leak in the main living space where the hook is.

I phoned up Go Outdoors and asked if we could return the tent and exchange which the gentleman on the phone said not a problem just come down and we will swap it for you.

We went down the following weekend after our trip and because it was just outside the 30 days return policy they weren't willing to swap the tent or give us a refund. They said the tent needed to be sent away for repair which can take a few weeks. They also said we should have put the tent up in our garden before first using it to see whether it was fully waterproof etc... now how are people supposed to do that if they have no garden to test it in? What if people have no hose pipe to test the tent if its waterproof or not? or whether the tent would withstand certain wind conditions?

I find this utterly ridiculous that having bought a faulty tent they wont refund or swap the tent for a new one.

Now with it being the summer holidays and a holiday booked which we can no longer go on, i now have 2 disappointed children and our only summer family holiday we could afford ruined.

I wish we had have bought the tent from decathlon now as they allow you to return goods up a year, which we were actually going to do but changed our minds at the last minute and went with the hi gear tent instead.

Will never give Go Outdoors another penny.

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Gooutdoorsemployee's Response to katiemc's Review

Written on: 25/09/2017

hi there as an employee of go outdoors id like to personally apologise for this issue.its my priority to make sure our customers are happy with the service and products sold by us especially our own brand products. In regards to you being told to put up the tent before hand it is reccomended that as with any outdoor product you test them before travelling somewhere that you would be a long distance away from one of our stores. we also recommend that take an extra set or an extra pole and or a repair kit which cost £3.99 which includes new string and tools to enable you to repair your pole in jut a few minutes. In regards to the leaking of the tent then that is an issue that if there is a hole you cannot resolve. but neither can we. so we send the damaged tent off to be repaired by the production team who then repair the tent however we cannot be certain of is that will be a week or a month so we will say the longest time which is usually 3-4 weeks as the tent is checked and repaired. as with any retail chain wether a product is faulty or not suitable for the person there is a returns policy which is a strict policy giving you 28/30 days to return that product. the repair of your tent is covered in your Go Outdoors tent guarantee and if you have chosen not to allow Go Outdoors to send your tent of for repair then that is not the fault of Go Outdoors as they have tried to repair the tent and do as your guarantee states. I hope this has explained the issue a little bit more for you.

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