4WD Supacentre - Main Office (No Retail Store) — Attraction in Sydney

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...

I purchased a 25 amp dc-dc charger and installed a kings dual battery system with kings fixed solar panel, kings sine wave inverter, kings control box, kings 130 amp hr battery and battery box and had it all professionally installed by our local 4wd supacentre stockist’s auto electrician. Have had nothing but trouble due to a faulty dc-dc charger! Having gone through the claims process which I initiated six weeks ago, I am beyond frustrated at the lack of response… like ZERO response to my numerous emails and phone calls. I was requested to send a video of the fault! How do I make a video of the dc-dc charger draining the main cranking battery consistently to the point of needing to fork out money to replace it? Absurd request! I have had to cut wires with no electrical knowledge in order to send the charger back for assessment. Managed to damage my control box in the process. Countless calls to main number but never able to be transferred to the “exclusive” and illusive claims department direct so get donuts. Yesterday I was promised a replacement item. The original 25 amp DC-DC chargers were dodgy so they now sell an updated MK11 version. Today I received an email offering me a refund or store credit but not a replacement charger. I NEED ANOTHER DC-DC CHARGER AS MY ENTIRE VEHICLE SETUP IS NOW NON-FUNCTIONING DUE TO HAVING TO SEND BACK THE FAULTY ONE. Cut wires everywhere!! Why won’t they send me a replacement?… because the MK11 costs more apparently. Never mind the cost I wore replacing the 18 month old crank battery due to their faulty charger ruining it!! Worst customer service I’ve ever encountered!! No ownership of the problems and no satisfactory resolution to date. Thousands of money spent buying many of their products from rear cargo draws and petrol generator to awning, tent, lights, solar blanket, battery with battery box, camping lights, buckets… the list is extensive. All for the sake of a DC-DC charger… they’ve lost a customer for life! Maybe since I’ve previously purchased most of what they sell, they figure they don’t need this customer any more! I’ll be closing my account and canceling their...

We recently brought a lot of items for our upcoming camping trip to Fraser. We planned ahead so we had more than enough time (2 months ahead) the first order i placed was easy and the gentleman was friendly and helped me out with advise 5 stars to him. We had brought a 60l fridge freezer and he confirmed the shipment would be start of nov so not to worry would be here before we went camping. First weekend in Nov we went back an brought a whole bunch more including rear draws etc. The next guy was great he helped us out with a great price and said our fridge was in but we could collect when we had more room in the car.

Next weekend i go to pick up the fridge. Sold out with no date for next shipment. I told the unhelpful guy my fridge was here last week and how can it be gone indefinitely? He didnt have an answer. I still picked up the rest of the items from the order and there was a few heavy things in there. The guy brought it out to the car, looked at me and walked back inside. I dont mind at all lifting these things into my car, but I am woman and on my own, manners would have been good in this instance.

I finally after calling get someone who apologises and says our fridge was sold and we could get a refund. A week later the claims team finally give our money back on the fridge.

Last weekend we open all our stuff workout how it fits works etc and find the shower tent is missing the carry bag. I call this morning as invoice says includes bag. They tell me i need to put a claim in, needing to wait 3 days for a response and then if it is in stock they can give it to me. I go camping this saturday.

The products are great but the attention to detail from the service staff is atrocious. The sales people on the counter are great.

Im left with buying a completely different fridge freezer and no bag for my shower tent. I would gave thought if customers are spending over $1500 you would value...