I have gotten to the point of spitting feathers now, so does anyone have an email address for outwell directly? I can't find anything on the website I think they want to direct you via the retailer.
Rayn
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I think actually following some diligent campaigning by the retailer involved, Outwell have finally given in and are replacing my tent. Which is good news.
You really should go through the retailer you bought the item from as that is who youre contract is with not Outwell. Most manufactures wont answer or take ages to answer Emails anyway.
Glad you are getting it sorted though
------------- Experience enables you to recognize a mistake when you make it again.
Everything has been said before, but since nobody ever listens we have to keep going back and saying it all over again and again and again
Just for the sake of clarity with Outwell returns - note: Outwell are generally very good at repairing/replacing faulty items but they have just revamped the system and it is a bit slower unfortunately.
It used to be pretty much up to the retailer to confirm faults and act accordingly. I cannot speak for smaller retailers but we had pretty much carte blanche to use our in house knowledge to make decisions on returned items and act as necessary. We'd then send good back to Outwell by pallet when there was enough, or dispose of the items as directed. We've always been very fair and straight and not abused this system as it works best all round.
However, presumably some people did just that and Outwell have cracked down the system. They've introduced a new customer services department who are happy to take calls and effectively taken away some powers from retailers by insisting on being contacted in each instance to authorise action - without this contact they will not credit the retailer.
They are requesting pictures of EVERY issue (so camera phones handy guys) which have to be emailed in and this is obviously slowing down the process.
That said, we're on top of it now and we have a full time returns team working to keep everything as quick and efficient as possible
Don't forget to leave a review of all tents you've used, for a chance to win fantastic prizes
Oh, the number of Outwell's customer service department is: 0045 76 70 40 40 (it is in Denmark but don't let that put you off as their English is exemplary), or you can email: service at oase-outdoors.cdk
They can deal with all Easy Camp, Outwell and Robens enquiries
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Topic: Outwell Complaint ... Help pls.
