I’ve had a really poor experience with easthills. I ordered a tent and when it arrived it was plain to see that the item had probably been ex- display or a previous return. It was poorly packed, scuffed and scraped in parts and the teeth on the zip were damaged meaning that it could very easily detach. I contacted easthills and forwarded them photos of the tent and they offered me a 10% discount. I declined saying that I’d prefer a replacement tent as ordered in new condition (they then tried to say it got damaged in transit which obviously wasn’t the case).
They then asked how much I would accept as a refund but I said I didn't want a refund but to exchange it for a new one. They eventually sent me a label to return it but it was one where I would have to pay the postage! I asked for a postage paid label as I should not be responsible for the cost of returning an item which was faulty - but no reply to this request!
After some more half answered unsatisfactory emails and increasingly frustrated with the poor communication and the entire process, I replied if they offered me a 50% discount to draw a line under it I would accept it - my thinking was that if/when the zip broke I would at least have something to purchase another tent with or afford to get it repaired. They said no - 30% was all they could offer. I declined and again asked for a prepaid label to return the item but all went quiet. After emailing them yet again and asking them to please reply with a postage paid return label they got back to me offering a 35% discount - no mention of my request for a return label!
I was so fed by this point and needed to use the tent for my children I reluctantly accepted their offer. I also asked for an address where I could lodge a complaint but of course they didn’t respond to this request.
I’m somehow going to have to find a way to attach something over the zip where it is damaged so that there is no chance of me or my kids accidentally zipping over the damaged bit and it becoming detached and making the zip and door completely useless - a ridiculous thing to have to do on a brand new tent!
I wouldn’t buy from easthills again. This is one of the worst experiences I’ve had over a purchase and feel like they’ve got away with offloading a faulty ex-display/previous returned tent to me!
The communication and after sales service is particularly bad - the fact that the focus was getting me to accept a less than perfect tent rather than sending a replacement shows contempt for customers and I feel as if I’ve been ripped off - as noted above I would have preferred and been happy to pay the full price for a tent in perfect condition.
Easthills actually say they offer a 1 year warranty on their tents but on the evidence of this experience I wouldn’t rely on that!
Finally, just to say, I have no issue with the design of the tent itself , I think it’s a great product it's the customer service that's been appalling.