Should I, or should I not be upset with Cascadia Vehicle Tents?

Let me start this thread off by saying that I have heard nothing but positive things about CVT's customer service. And I for one am in the boat of thinking they have been very professional, courteous and have answered all of my questions prior to me pulling the trigger on a tent purchase.

I've been saving up for a roof top tent for a while. Like many of you out there with a RTT, you know that it's not something you can just buy without having the proper mounting racks etc for your Tacomas. So prior to saving for a tent, it also required me to make some previous purchases...just throwing that out there for timeline purposes.

I tried, for a couple of weeks, to contact a local Overland store here to purchase my CVT tent. They must be pretty busy this summer and weren't able to meet my needs. I contacted CVT directly and they were able to offer me the same discount on the tent (10% off) as the local shop, however, I had to pick up shipping (which cost $200 for the tent, which ended up being about $100 over the local shop's price) but whatever, they were nice and extended a discount to me to match the cost of the local store. Overall I paid $2,055 for a Mt. Shasta Extended Version, with the Stargazer option, and a 79" awning.

The deciding factor for purchasing it direct was that I could have the tent in time for a camping trip for my wife's birthday that I have planned for this weekend.

Thanks for reading this far!.... So today arrived. The day that my tent is set to be here and me and a few buddies planned to get together and do the install. I opened up the box and they accidentally sent the wrong tent . Alright, cool. I know mistakes happen. The paper work, that is directly above the stamped label on the box, doesn't match up. On top of that, they forgot to ship my awning as well.

I call CVT to let them know of the accident. They are kind enough to offer me $350 in return for keeping the tent (mine was $200 more than the one they sent). However, I plan on using this thing for years and the larger annex was a strong selling point for being able to house some chilll'ren down the road, and $150 off wasn't worth it to me after dropping the $ I had been saving for a while. They weren't able to send me the correct size until after my camping trip this weekend, and on top of that, they asked if I could store this 200lb box for them on the east coast until they could make it to Overland East in October... I live in a condo.

Yeah, it sucks. Sucks bad. I had been saving up for a while to have this tent for this weekend. I ordered it on Aug 8 in hopes that it would be here in time. A tent came, but it's the wrong one and my awning didn't come at all. I just don't know how I should feel and am pretty frustrated. I get my tent won't be here in time, and it's not very cool that they just completely forgot about the awning I ordered, but to "house" their mistake for a month and a half for what? Thanks for reading and I'm sorry if I sound like a bitch, but I'm just bummed.

 

Mistakes happen. I'm sure they will foot the shipping bill and arrange pick up if you say you can't hold onto it for them. I think a lot of people on this community would probably be willing to store it for CVT if the space were available. Are they going to ship you the correct tent and awning while you still have the first? It sounds that way from what you wrote. That means CVT is potentially putting $1500ish on the line to satisfy their customer.

It sucks that it happened and the trip might not work out as planned but it seems like CVT is definitely willing to work it out and make it right in the end.

 

You know man, I agree with you about people being willing to house it, but it's kind of my responsibility at the moment. I think they are trying to work it out the best way possible, as I know it sucks to have to foot the bill for shipping these things back.

They are shipping me the correct tent and awning while the first is still here, yes. That doesn't necessarily mean they are putting $1500 on the line as I would gladly take it back to the freight company I picked it up from. I just don't view it as them trying to satisfy me. They should definitely send me what I ordered, I don't see that as a huge customer service move...I see it more as a "we f'ed up so we will send you the correct order, but don't want to pay to have it shipped back here" move.

I just don't see how if you order a $200 part from a company (awning) that they forget to send it. I'm thinking they sent my order to someone else and I received another person's order. Know it's hypothetical, but if that's the case, someone is probably going to end up with a $200 discount on an extended tent they didn't order.

Like I said though, more than anything I'm bummed because I wanted this weekend to be fucking great for my wife's birthday. Damnit boy.

 

Is CVT willing to let you use that incorrect tent for your camping trip this weekend, while awaiting for the correct one to show up?

In other words, will they accept back a used tent, since it was their mistake?

 

Definitely sucks but what do you do? Be upset and nothing comes of it or let it go. Still sucks.....

 

I should have mentioned that, yes, they did offer to let me use it. However, I am needing to mount it to vertical mounted bars, rather than the more common, horizontal ones. With that being the case, I am going to have to trim the mount bars underneath the tent to mount it properly, so I didn't want to screw those up for someone who is looking to buy this next.

 

Honestly, all I really want is a free hat. Just kidding... I'll sell this damn thing for them though, if they want to pay me commission.

 

The rest of the story.... J/k

Just use it the way you need. They will take care of it in there end. They will probably discount it or use it as a rental.

 

Perhaps something can be worked out with this seller in your state, who has Relentless horizontal bars, maybe a rental?

https://www.tacomaworld.com/threads/fs-relentlessfab-bed-bars.443920

 

Did you visit the store, or just attempt to contact by phone? If it is local like you say, I would have made a special trip to the store ASAP and ordered through them with plenty of lead time so you would have had it in time to mount...

Shiza happens, they will pay for return shipping as it is their screwup...in the meantime you are gonna have to suck it up for your outdoor vacay...

What? They want you to hold the tent until October? Ain't gonna happen, demand a return shipping label and be done with the storage thing...they have balls to ask you to do this...bummer, certainly you can make do for the trip hopefully, either with the tent they sent you or possibly another one you have already or can borrow...

 

By local I meant 45 mins away and I called and emailed them several times. They told me they were waiting to hear from CVT to see if they had my tent in stock. I called CVT two days later and they said they hadn't heard from the vendor. It was super sketchy.

 

That's the jist of why I'm perturbed. They want me to house something for them while all I get in return is exactly what I ordered. At least offer me a condensation mat or some bullshit.

 

They did offer free use of the tent they sent. Would you rather have to cancel your trip entirely and get a free condensation mat later, or still do the trip with a slightly smaller tent?

 

It's not just as simple as throwing the incorrect tent on top of the truck and going camping. I have to saw part of their mount rails off to work on my bed rack application. I'm going camping regardless, but itll just be in a ground tent. And I don't really care about anything free, I was kidding. I'm more or less upset about having to store a big ass box so that they don't lose money on shipping.

 

They shipped the correct order to you before they received a return or had shipping confirmation on return. Before even requiring you to return it. They offered to let you use the wrong tent for the weekend knowing they would then not be able to sell it as new. And they ASKED if you could hold it for them. You can say no. Sounds like they are doing a fine job here. Be upset with your crappy luck or something but not with them. And a man shouldn't be this dramatic in the first place. Just sayin.

 

I haven't received anything saying the correct order is on the way. They did offer to let me use the tent, and yeah that was cool of them, I didn't say it wasn't.

They asked if I knew anyone interested in purchasing the tent, and the only thing they said they would discount was the fact that whoever bought it, wouldn't have to pay shipping...so that is selling it as new (as they should, the fucking thing is brand new). They did ask me to hold it, and I'm not trying to be a dick so I said ok. I was asking for people's opinion, thanks for sharing yours on my drama problems, bro

 

Happy to help and best wishes for a speedy emotional recovery.

 

Feeling better already, you're the best

 

We are truly sorry for this inconvenience. We do have brand new folks working in the shipping and yes things got shipped out wrong or not shipped at all. For this we do truly apologize.
Upon talking with Jared we understood you didn't have a problem holding it there. But we can see now it is a problem. We will have it picked up from your place so its out if your way. It isn't your responsibility.
Again we do apologize for not getting you the correct things in time.

Sincerely,

Bobby

 

You're the man, Bobby. I should have stated more clearly my dilemma with housing it here, while on the phone with Jared. Thank you for your professionalism and your customer service! For this, and trying to work with me with letting me use the tent this weekend, I'll always recommend you guys as I'm sure that when my new tent arrives, it will be top of the line.

I have a buddy that may potentially be interested in buying the one here. If you'd like to PM me what you would take for it, I'll be glad to double check with him to see if he would like to jump on a special offer. Otherwise, I will be in Colorado next week and won't be here for someone to pick it up. Aug 23rd - 28th.

Thanks again,

Jeff