Company Store

Tania & Michael McM

7 months ago

We purchased a Kings rooftop tent and awning from the 4WD Supacentre Birtinya a week ago and had a really positive in-store experience at the time of purchase. The staff member who assisted us was knowledgeable and helpful, which gave us confidence in the product. On collection, however, the experience didn’t quite match the initial service. Although we were advised at the time of purchase that assistance would be available to help get the tent onto our roof rack, there was NO support offered on pickup, and we were advised rather abruptly that installation couldn’t be done in the car park. We proceeded to instal the tent at home, which took around eight hours between two grown men! Once completed, we discovered an essential component was missing — the awning should include FOUR spring pole brackets, however only THREE were supplied. In addition, we’ve encountered a couple of installation issues: • The internal awning support bracket standard screws do not align correctly, making installation difficult without further adjustment. • The installation diagram in the manual is completely different to the actual components supplied, which added confusion during an already time-consuming install. The product itself appears well made, and we’re confident these are oversights rather than major issues. We’d really appreciate a quick resolution by 4WD Supacentre supplying the missing bracket - which would allow us to complete the setup and fully enjoy the purchase. We would like to believe that our initial experience was not just an attempt to make a quick sale and meet a KPI - but rather that 4WD Supacentre appreciates a loyal customer base who would return time and time again….