After my recent problems with the two new Anteus' tents (even though I'd had a full refund from the shop i bought them from) I decided to contact Vango direct to voice my concerns and dismay by what had happened.
Initially i used their website messenger, even through i had clearly stated 'complaints' on the form, i received a reply going on about 'tent poles' ???
I then replied to that email writing another email with all the relevant details about ten days ago (no reply) and did a resend about 5 days.. again with no reply to date.
Even though my baby lad got wet from one of the leaks (from a new tent) and I wasted a couple of days running about with over 100 miles extra travelling I would have liked to get some kind of acknowledgement from Vango saying that they would look into it but nothing.
I have recently had a few issues with a new illusion 800 tent, so far their customer service has been fantastic. I have been emailing: info at vango.co.uk
Vango customer service has had quite a few good reviews posted on this site.
I have only had to contact them once myself with an enquiry rather than a complaint and got sent a part without charge.
------------- It is a wise man who has something to say.
It is a fool who has to say something.
I have to admit that when I've sent messages via their Facebook Messenger it usually takes about 24 hours to get a reply, however I've found if you ring them they are more than helpful
Same as vangoman no problem with customer service. I try and avoid email and always call...I always find human interaction the best way to resolve issues.
------------- It's better to ask a silly question than make a silly mistake.
I had a "live" chat with Vango concerning their wording in the description of a tent I'd bought which I felt was misleading. "Linked-In Groundsheet - Designed by Vango this enclosed groundsheet system offers all the comfort of a fully sewn in groundsheet" As I was looking for a fully sewn in groundsheet I was disappointed to find that this referred to just the porch area. The person would not accept my concerns and I was dismissed with a "can't help you any further".
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Topic: Vango Customer Service
