4camping

Daniel Lemmen

13.8.2026. 17:48

The Ferrino tent I ordered arrived incomplete – the poles were missing, making the product unusable straight out of the box. The initial complaint was rejected as "unfounded" without a convincing explanation. After a firm follow-up, the shop agreed to a contract withdrawal, but it took almost four months (April to August) from reporting the defect to actually receiving the refund, with an additional complication when the refund transfer itself went missing. Complaint handling was well below standard. Edit concerning the seller's reply: To correct the record: the tent was unpacked for the very first time at the campsite. The missing pole was discovered on the first assembly attempt, so the tent was never actually usable and never slept in – we spent that night outside at around 5°C instead. The dirt and pine needles the seller mentions stem from that single failed setup attempt, not from prior use. The complaint was rejected outright as "unfounded" on 3 June, claiming I had lost the pole myself. The offer of free replacement poles only appeared two weeks later, after I formally contested that rejection citing Polish consumer law. I accepted contract withdrawal (minus a 55 PLN cleaning fee) on 20 July. The refund then went missing for weeks and was only traced after I proactively followed up. The rating reflects this handling, not a single isolated incident.