Faulty Product & Unacceptable Returns Process

I purchased a Camp Master 810 Dome Tent online from Builders and received it on 19 December 2025. When inspecting the tent, I discovered a manufacturing defect: one of the pole connection points was missing the securing pin, making the tent impossible to assemble and use safely.

I logged a refund on 24 December 2025, well within the required timeframes and in line with Builders’ own Returns & Refunds Policy for faulty products.

Despite this:

The store only followed up almost a month later (20 January 2026) asking what the problem was, which I clearly explained again.

I was then told the tent had to go for “assessment” because there was sand on it — which is unreasonable, as basic inspection requires setting the tent up, and that is how the fault was discovered.

On 6 February 2026, I received an email stating my refund was rejected, with no explanation, and that I had 2–7 days to collect the tent.

When I went to the store on 7 February, I was informed that the supplier had repaired the tent instead of processing the refund, without my consent.

This is completely unacceptable. The product was manufactured faulty, not misused, and Builders’ own policy states that faulty items within 6 months should be repaired, replaced, or refunded — not repaired without customer approval after a refund was requested.

The lack of communication, long delays, contradictory information, and being made to drive 40 km with no resolution shows very poor customer service. Phones were not answered, callbacks were not made, and the issue was handled with no regard for the customer or Builders’ stated policy.

Extremely disappointed.