Here is the quick rundown (but much like their claims process, it won't be quick). Bought a tent + annex for Xmas due to going away on holidays, received said tent. 3 DAYS IN, broke. Structurally broke Turns out the rivets they use to hold vital components in place might as well be made of cheese (confirmed by a metallurgist friend with a m. Finish trip early January - now begins the claim process. Submit claim only as per their "customer service" line. Get told it has to be submitted online. Okay. Submit, Jan 7th 2023. Wait....wait....wait...10 DAYS LATER, Jan 17th 2023. Told to drop off the items to the nearest store (even though I advised it was over 60km away for me, one way). Ask if there is any alternative, on the same day. Wait....wait....wait...9 DAYS LATER, Jan 26th 2023. No (even though proof is show in videos, photos and everything else they want). Okay. Drop it off at store, Kilburn (scourge of the Earth), 2nd of February. "It'll be assessed within 24 hours". Okay. Wait....wait....wait...6 DAYS LATER, 8th of February. "Sorry, hasn't been assessed". "That's okay." (it really isn't but Jess (staff) was super nice). Wait....wait....wait...5 Days later.

Queue call from rudest, most impersonal and incompetent manager imaginable Manager Martin from Kilburn Store: "Yeah. Nah. Not gonna refund ya cause it's got scratches on the outer cover and a little hole".

Customer (Me): "....come again? How? Why?"

Manager Martin from Kilburn Store: "Idk. Cause I think so?" Customer (Me): "Yeah, but why come to that conclusion and please explain to me how does superficial, EXTERNAL scraping cause STRUCTURAL DAMAGE ON AN INTERNAL JOINT?" Manager Martin from Kilburn Store: "....idk? But I say no, so yeah." Customer (Me): "But WHY? You haven't even spoken about the damage I am claiming for or referred to it, you keep talking about superficial stuff which is going to happen when the product is used even once. The stuff you are referring to doesn't affect the function of the product whereas the stuff I am claiming for does." Manager Martin from Kilburn Store: "¯_(ツ)_/¯"Customer (Me): "Please, think about this and explain it. This doesn't make sense. Even if you are right, which you aren't, how can your theory of "It had something fall on it and get dragged a bit" equate to rivets sheering?" Manager Martin from Kilburn Store: "Idk. But that's what I think so you should just deal with Claims Department now."Customer (Me): "Please send me an email of all this cause I don't recall any significant damage on the product being there when I dropped it off." Call up Customer Service, 2 days later, 14th of February. Get told I need to send an email summarizing everything as I also wish to now lodge a complaint with the worst manager in existence. Okay, do so. Ask about SLAs and get given the following: 3-5 business turnaround for claims assessment from date of lodgement (lol yeah, sure), 7-10 business for the whole claims process to be finalized (LMAO). Contact Customer Service & Claims Department the following dates, mind you, I am being promised a 24 hour turnaround on the matter each time:14th of February (x2), 21st of February (x2), 26th of February (x1), 8th of February (x2), 9th of February (x1). WOW. Just WOW. Mind blowing in every sense of the word. And today, here I am typing this review as they told me today at around 9am that I'd be receiving an email regarding the matter and it will be resolved. I even confirmed it twice with them that I'd be receiving it today by COB. I was even promised I'd be speaking with the Claims Department Manager, directly but no. I was promised an email response today. Not tomorrow, not on the weekend or after the public holiday on Monday, but today. Well naïve review reader, guess what, my inbox is empty and that basically sums up this company. It is empty, void and lacking of everything a decent brand should have. The products are empty and useless. The customer service is empty and non-existent. Their promises are empty. Everything about the brand is a void and completely, and utterly useless.