“Ordered via planet outdoor. Fast next day delivery but found 2 manufacturer issues with the tent. Tried emailing via ebay with pics with no response. Had to call them 3 times to get a resolution but they are replacing the whole tent for another new one. Just hope everything in order with the replacement otherwise an excellent tent at a reduced cost.”
“I was informed on 28 May I'd be contacted on 30th once director returned from holiday about an exchange of my Nimbus due to unavailability of footprint. Despite further emails & calls by me, I've had no response”
“At first I was told that I would get a call back and after 2 days I hadn't. I called back and was told the same but when I mentioned this promise I was put through to a member of staff who was able to sort out my query and put an order through”
“Sadly, having received an email telling me the item had been despatched last Friday, it still hasn't arrived (3.30 pm Wed). If a check could be made I will be very grateful as I am hoping to use the awning the weekend commencing Friday 17th May.
Many thanks.
Dick Hamilton”
“Although the service and helpfulness of the staff; both at the NEC and back at HQ warrant a higher rating, I feel they have been let down by their system/procedures.
I ordered the Baffle XL at the NEC and was told it was out of stock but due in by April. Not a problem but this week I got all excited because I received an email saying that it had been dispatched.
I phoned to check the situation and was informed that it was on back order and that one would be sent when stocks replenished. My concern was that if their system says it's been dispatched would I ever eventually get one if I had not called for clarification.
Matter resolved, just waiting”
“It took 3 weeks and as many calls and emails before someone in customer servicesfinally took action to get the tent part which I needed. When they did, I had a call to apologise and the part was sent on quickly.”
“We ordered a front panel and side panels but when it came it was two sets of side panels and NO front panel. The box and the packing note both said there was a front panel but the items must have been wrongly picked. It was Saturday before I was able to open the delivery and so we left an answerphone message. Haven't yet heard back.”
“The delivery itself was fine. Main problem was lack of instructions to erect the tent. We did eventually find them on-line, but it would have been much better to have included them within the boxes. This would cost little and infinately improve the experience. Also the on-line instructions included poor photos and these need improving, especially in relation to the mechanisms for adjusting the guys and pegging out the outside of the tent. Also it took even more time to find instructions about how to use the clip-in ground sheet - they were elsewhere and again the photos were poor. Also the instructions need to be clear that the bedroom annex poles need to be forced/flexed to fit. After looking at numerous videos and photos we concluded that this was the way it had to be done - but we did not want to force parts of a new tent and thereby damage it. We did phone through to get advice and were promised a call back. That didn't happen. On the second time of trying to phone the call simply rang out. So please improve your phone support.”
“The tent looks great however everything shipped without instructions.... not good
I contacted Khyam and they were great in suppliying these but should have come in first place. Same with all bits not one instruction. a bit poor for such a great tent”
“Dissapointed
My purchase was via an online auction site and after payment found the model is ordered was oversold and either I could wait for restocking or accept another model (highlander)
I was going camping and was relying on the delivery so had to accept the highlander”
“I think Khyam needs a marketing shake up. I bought a Hub with the Rapidex system. The product is great but getting information about the product prior to purchase was difficult. The website is poor. There should be much more information and photos to show it's great flexibility. I had to try to phone Khyam for information prior to buying. I phoned about ten times and left messages and I eventually got through to a person who really wasn't that helpful. We love what we bought but from my experience I bought it despite Khyam's marketing efforts. *I am not often so negative
Pete”
“The product itself is excellent! `But` other things need to be improved! the instructions are limited, there`s no mention of ground sheets available, and no mention of extra rail supports in stormy weather. The diagram shows the complete awning standing alone with extra rear supports and guy ropes but this, according to Khyam staff isn`t the case. Delivery times were good!”
“No contact about delivery date, lucky a neighbour took it as I was working, great tent, put it up yesterday to check it and only fault was a missing loop for holding up the privacy blind, nothing really.”
“I needed a replacement for a leaking campa baffle. Whilst the customer service started well the product was out of stock. I then had to keep chasing as was totally forgotten when they came into stock. Took the best part of a year. However when finally contacting again this may I was given an apology and a new product immediately sent out”
“This is the third kyham awining. The swing is fantastic quiltey and is a breeze to put up even in wind and rain.
Shame they not over sized the bag anymore, now have to fold up like a tent and only just fits in the bag provided, even when folded correctly.
What a shame kyham !”
