Kamp-Rite Reviews (%countItem)
Kamp-Rite Rating
Address: 8615 23rd Ave, Sacramento, California, United States, 95826-4903
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For Christmas last year I received a Kamp-Rite quick folding hammock. This was purchased at a *** store. After putting it together and using it a few times the past 3 months, the hammock ripped right down the middle, rendering it useless. All guidelines were followed as far as weight and such for the hammock. I contacted the business, and was told that they could quote me for the price of a new canvas piece for the hammock. This item was clearly either defective or just poorly made. I cannot return the hammock to *** due to it being a gift and not having a receipt anymore. To expect a consumer to purchase a replacement part for something not even a year old that has only been used a few times and then broke is absurd. Id like a replacement canvas piece or a full refund for the now useless hammock.
Like most businesses, Kamp-Rite Tent Cot has standard protocol for verifying proof of purchase. To insure the validity of a claim we ask the customer to provide a copy of their receipt to insure that the item in question is, in fact, our product and not that of another manufacturer. In the event the customer is unable to provide a copy of their receipt we request photos of the product so we can identify the nature of the problem and again, to confirm that the product is ours. Customer satisfaction is a priority for our business and we do our best to work with all of our customers to resolve any issues. The customer in question here was unable to provide a proof of purchase, and initially was unwilling to provide a photo of the damaged product. We just recently received photos of the damage a short while ago. The customer said this item was purchased at ***. We do not sell to *** so apparently this item was purchased via a 3rd party. The photos indicate extreme fading due to lengthy exposure to sunlight. This damage would be highly unusual given the time of year and the short period of time the customer claims to have used the product, however in keeping with our commitment to customer satisfaction, we will send the customer the replacement canvas as requested. We appreciate the opportunity to resolve this situation in a timely and satisfactory manner.
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I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
BUT, I can say with email proof, that I was NOT offered anything until AFTER I filed this complaint today. It wasnt until AFTER this filed complaint that I was contacted asked for photos, and I have proof that I was NOT asked for photographic evidence until this evening in which I IMMEDIATELY replied with it. The hammock was purchased via ***'s website, and was never said that it was purchased at a *** location. Regarding the fading of the material, NO WHERE does it state that the hammock is not to be used in sunlight in the information included with the hammock instructions, as far as the fading, 3.5 months being used outside DID and CAN cause the clearly cheap material to fade significantly. Before you choose to state that I was unwilling to do anything, better read though the correspondence your customer service representative and I sent. Also, proof of purchase from something that was gifted 6 months ago to me is a ridiculous request. I'm not contacting the gifter asking them if they kept a receipt from something purchased half a year ago. If needed, I will attach said emails between your customer service representative and myself to show that some of your claims are QUITE inaccurate!
I ordered the item through *** and it was not as advertised. I contacted *** and was told there wasn't anything they could do and that I should contact the vendor directly. I called the company several times and spoke to Joan and Brian and was told someone would get back to me with a resolution. I was also informed that several other customers had complained about the same issue. I was never contacted as promised so I emailed their customer service department and corresponded with ***. He said he would pass the information on and I still never heard back from anyone.
I ended up keeping the product but wanted an explanation as to why the *** and Kamp-Rite site had an inaccurate description. The description says the chair has a strap that wraps around and buckles together but the product I received came with a chair bag. I originally ordered the product because I did not want to deal with the hassle of having a bag but to my surprise when I received the product it in fact had a bag. As I am writing this, I checked the website again and it still has the wrong description.
Kamp-Rite Tent Cot,Inc has been in business for 20 years. Many of our products are manufactured in China and shipped to our warehouse for distribution. Occasionally factories will make modifications to products per patent requirements without any notification to the people purchasing from the factory. As a result, and unbeknownst to us, the factory modified the Chair with Shade Canopy. The carry straps have been removed from the canopy and a carry bag has been substituted instead. These unexpected changes to products are difficult for us to deal with. We are usually not aware of changes made by the factory until a customer brings it to our attention, as in this case. By then we may have hundreds of the product listed on 30-40 different websites before we are ever aware of a problem. We submitted a correction of the chair's description to ***'s internal website system in May 2017 however we do not have any control as to how long this process takes for *** to implement. Additionally, there are numerous 3rd party sellers on *** that we have no control over in terms of website content. ***'s "Desired Settlement" states she wants an explanation as to why she received a different product and what we plan to do to rectify the situation. I believe that our staff tried to explain the situation to ***, repeating the fact that the item she originally sought to purchase is no longer available, that we were not immediately aware of the modification made to the chair, and that we did not have the capability to revise ***'s website. Our apologies if this was not properly and cordially explained. I am unclear as to what she is looking for in terms of "rectifying the situation". We genuinely appreciate our customers and do our best to provide quality products and quality service. We look forward to working with *** and hope we can achieve an acceptable and satisfying solution for her .
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and have decided to accept the response the business has given.
However, I just wished it had been handled properly from the beginning. There are many businesses who purchase products from factories but it is still the company's responsibility to know what it is they are selling. Someone needs to be accountable for changes in the products because ultimately it's the Kamp-Rite and reputation at stake. It was brought to the company's attention by not only me but others. They claim they notified *** to update the description but never bothered to update their own website which also lists the wrong description. Several staff members took my number and assured they would get back to me but never did. My final communication was with their customer service department and even they never responded to my issue. A company with a strong customer service ethic would have responded back in writing to address and close the issue properly.