All reviews of Laura Betancourt
Review about: House of Tents
6x8m - 3.0m Sides PVC “Industrial” Tent (Article no.: 93875)
Poor quality products / Even poorer customer service
We bought the 6x8m - 3.0m Sides PVC “Industrial” Tent (Article no.: 93875) back in November.
Even we also purchased their statics package and got it professionally installed, the canvas came off the first weekend of bad weather – which in England is every other weekend.
When the installers came back to put the canvas back again, we noticed the welding in a couple of the pole connectors was broken… this is not an expected rip in the canvas or any other minor thing… after only over a month of usage THE WELDING of the structure broke!
Being this a really serious hazard, we took the structure down immediately.
At the same time, we called house of tents, already over the phone the person that took the call was totally dismissive and couldn’t care less. We sent the pictures for evidence by email and after a week no reply…
I followed up and the call bounced in Spain – cause as you might guess they claim to be busy and not having enough staff – even the lady that took the call was a bit kinder, she explained that since we put it up, we couldn’t return it or get a refund.
I mentioned repeatedly this is a quality and SAFETY issue, but they stick to their script and only offered to provide a replacement of the broken pieces and simply stopped replying when we insist this was not a minor issue.
The only written reply I got was an email full of contradictory info… a product they advertised saying, I quote their website: “industrial grade”, “robust steel frame”, “very durable and stable - ideal for long-term use!” Or “protects from wind ... rain - simply the best outdoor storage!”
When there is a problem, they come back with things like “the product was not tested for wind and snow”, but right before saying “warranty does not cover damages caused by extreme weather conditions exceeding winds of more than 50 kilometres per hour”.
The weather in the UK and most of Europe is ‘adverse’ most of the winter…so this product then is not fit for purpose in the market they are selling. So aside selling a product that not fit for purpose, they play big with FALSE ADVERTISING.
Be aware since Brexit, none of the consumers offices (trading standards, UKICC, etc) get involved in this kind of cases. House of tents in based in Germany, the website has in their legal notice that for disputes you can reach out to the EU ODR, but this entity is not taking cases for goods bought in the UK since 2021…so basically you buy with them (or any other EU base vendor) at your own risk, and they are fully aware of it.
With their customer service being beyond terrible, we had to reach out to our bank and present the case to get our money back.
As you can imagine with the evidence we had and their behaviour it wasn’t hard to raise our case, but it is disgraceful to have to come to that due to such an irresponsible vendor.