“Original package lost in transit so they despatched another package which was appreciated and advised next day delivery as I needed it for the Saturday to go on holiday. The package did not arrive until the Monday afternoon.”
“I bought an airbeam over the phone. The sales person I spoke to knew very little about the product and simply read out what was on the website. When I asked what features he could inform me of he said that he was new on the job and didn't have much knowledge of the products yet.”
“Postage and packaging was to expensive. Over half the cost of what I purchase. These items could have been sent 1st class post. If I has been told this would have looked elsewhere. Should have been told the cost by the person I spoke to”
“service was good the item not so much. no instructions on how to put it up. didn't tell me i needed to have the figure 8 thing so couldn't use in on our first time out very unhappy”
“The postal service was good but the Drive away awning was poor, mouldy on the outside, ripped and looked like ex display model due the dirt/grass dust in the sleeping tent and the KitKat wrapper I found too!”
“I was very disappointed. The awning came and the poles were the wrong way round and the tent had to go back to have poles re-inverted. This meant that it was not available for when we were going away even though I had prederd in in good time. Khyam staff were very polite but not really helpful to me. Why cant you send the tents out with the poles the right way round?”
“The contact with the service team was hard work. They did not respond to an email as they were out of stock, rather then reply and tell us we heard nothing. Alicia Rose in the sales team was extremely helpful and seemed to be the only person with customer skills. Once she understood the issue she resolved it within 24 hours. Something that should have been done by the repairs team.”
“The Motordome we bought was an upgrade to an item we had been very pleased with, however this time the delivery experience left a lot to be desired and a replacement had to be ordered.”
“Although our experiences with Khyam began excellently we feel that we have lost confidence in them and their brand. Because we live in Worcestershire and were unable to get to a location were we could view an Aero Tech 4XL Driveaway Awning a very helpful employee arranged to show us a unit he was transporting from Somerset to somewhere up north. He kept us informed as to when he would be passing Worcester and kindly traveled about 5 miles off his route to meet us in a local playing field and demonstrate the awning and its erection and packing away. After such good customer service we felt confident in going ahead and ordering. However all this changed when we had problems with the awning on our very first trip. Basically one of the air beams kept deflating and collapsing. This issue caused us to cut our camping trip short. Upon speaking with Khyams repair agents (basically Somerset Camping who are their sales agent and repair agent and are owned by the same parent company as Khyam itself) we were advised to take it down and drop it off with them. As we would be passing close by them on the M5 we did just this. When we got there we were made to feel that we were at fault and had somehow abused the product and were told that in no way would anything be done until Somerset Camping's staff had inspected the unit and deemed it faulty. The gentleman who dealt with us was very abrupt and terse and we both felt uncomfortable talking about what would happen going forward. Upon wandering around outside and looking at the large display of tents another staff member made a point of coming over and chatting with us and offering his apologies for the situation. He also hinted that we were not the first to suffer the same issues with the product and steered us away from having another one. We did not hear from Somerset Camping in the time scale that they had stated we would and so chased it up. We were told that they would never have told us they would have been in touch in such a short space of time as the lady who dealt with the administration only worked 1 day a week!. All the while we were being pressured to choose another Kyham product to take in exchange or accept a like for like product. Even though at this point they claimed not to know if there was a fault or whether we had somehow damaged it ourselves. We had to repeatedly insist that we wanted our money back. Again we had to chase them as again they failed to get back to us within the stated time scale. At this point we were told that with much reluctance they would be issuing a refund but could not say when it would take place and just to keep an eye on our bank account. Take from this what you will but be aware that the repair agents are working to the aims of the parent company and ultimately this may sway their take on what is a manufacturing fault and what is customer damage. Overall very disappointed with the whole experience, even though it started off so well.”
“It was ok in parts, the conclusion of the transaction was handled well. I do think it was over priced for a seconds item, with no scope to negotiate. Felt held over a barrel as there were limited options in stock at the time we needed it. Also we initially enquired about this particular item a month before we managed to confirm purchase, despite repeated attempts at communication no reply was forthcoming in the promised timeframe. Very disappointed with that aspect..made the transaction stressful as we had a strict deadline.”
