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TarpTent

in 1 - COMPANIES (Customer Service)

Average Rating
4.65 / 5 (37 reviews)


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Mark Verber
( verber )

Locale:
San Francisco Bay Area
tarptent.com amazing customer service on 11/24/2006 09:00:40 MST Report Post Print

Rating: 5 / 5

I wish every company provided customer service like Henry Shires' tarptent. When items are in stock, they ship quickly. When items aren't in stock he finds out what date something is needed and works to accommodate the need. I have seen Henry ship advanced replacements to people who ran into problems on a thru-hike. When there are manufacturing defects he quickly contacts effected consumers (and our general community via popular forums) and details the problems, potential fixes to be performed by the customers, or will performance the fixes if requested by the customer.

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Mike Barney
( eaglemb )

Locale:
AZ, the Great Southwest!
Henry is solid! on 11/24/2006 10:15:39 MST Report Post Print

Rating: 5 / 5

I needed a 3 man Rainshadow 2, Henry followed through, helped with the seam sealing, and delivered an excellent product on time. Good communications, answered emails and telephone calls promptly and delivered a quality product at a fair price.

Edited by eaglemb on 01/02/2007 23:14:02 MST.

Bryan Redd
( lucylab )
Tarptent & Henry Shires: Superb! on 11/24/2006 14:30:33 MST Report Post Print

Rating: 5 / 5

I've purchased a number of Tarptent products over the past several years. Henry Shires' service, his innovations, and his continuous improvement efforts put his company in an elite class. Is it perfect---no; but, he strives for it.

And, importantly for me, Tarptent is a small company that is committed to helping rebuild domestic manufacturing skills and local economies. In the long term, that will make a real difference.

Cheers,

Bryan

Edited by lucylab on 11/24/2006 14:32:17 MST.

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Craig Shelley
( craig_shelley )

Locale:
Rocky Mountains
Corrected Problem Quickly on 12/01/2006 07:12:42 MST Report Post Print

Rating: 5 / 5

I've only ordered from tarptent once. They shipped the wrong tent. I emailed them. They apologized for the error and shipped the correct tent. Because of their reputation, I will give them a 5. When there is a problem, they will promptly correct it.

b d
( bdavis )

Locale:
Mt. Lassen - Shasta, N. Cal.
TarpTent - Henry Shires is wonderful on 12/01/2006 17:12:22 MST Report Post Print

Rating: 5 / 5

When ordering from tarptent, Henry Shires, mention any shipping/timing needs -- he requests that at his web site order pages and there is a little comment box to use for adding such comments to an order.

I just ordered a Rainshadow 2 yesterday, mentioned I needed to get it before the heavy snows, and Henry got it shipped today.

As a result it should get here before the heavy snows start in a week or so (if they come at all in this crazy weather). I only hope that Henry charges me if he had to pay extra shipping costs to get it here as fast as predicted (like 3 or 4 day delivery).

As far as customer service goes Henry is a jewel and deserves a 5++.

What is so important about that is that once the heavy snows start UPS doesn't regularly deliver up here on the mountain ... and I am excited to try the tarptent on a snow base and clear weather condtions between snows.

So thanks to Henry, he is wonderful to deal with and even coresponded by email with me personally about my order -- don't think I'd ever get that kind of service from a mass merchandiser, or most of them. I know none of us are perfect, but ... XXXX Henry

Update: I just received my new tent, less than one week from when I ordered it ... requesting that it get here before the snows. The service from TarpTent is incredible and of the highest order.

Edited by bdavis on 12/04/2006 20:45:51 MST.

Stephen Boyd
( sim )

Locale:
Minnesowtah
Wow! on 12/08/2006 15:22:13 MST Report Post Print

Rating: 5 / 5

Really pleased with the fast and accurate delivery of my Rainshadow 2. I ordered it under the Holicay Sale and left the comment that I wasn't in a major hurry and a week later....here it is. All I've done at this point is take it out of the stuff sack and STUFF it back it. Mainly out of curiosity with all the comments I've read about the sack being too small. Definately challenging due to the slippery material...but no biggie.

Hope to get it set up in the basement next weekend so I can get it seam sealed.

Steve

Edited by sim on 12/08/2006 15:23:14 MST.

Steve .
( pappekak )

Locale:
Tralfamadore
Great Company on 12/28/2006 13:53:52 MST Report Post Print

Rating: 5 / 5

Ordered a Contrail during the holiday sale. Followed up with an email asking for some scrap material.

Communication was great. Order was perfect. Delivery exceeded expectations.

If the tent is anything like Henry's customer service, and I'm sure it will be, I'll be a happy camper ;-)

Rating 5

5 - Highly Recommended
4 - Recommended
3 - Above Average
2 - Average
1 - Below Average

Edited by pappekak on 03/03/2007 18:04:25 MST.

Raphael Bustin
( rafeb )
Great service, great tent on 12/29/2006 13:59:22 MST Report Post Print

Rating: 5 / 5

I've had my Tarptent Rainbow for a week or two now. There was some initial confusion about setup. In each case I emailed Tarptent (info@tarptent.com) In each case I received a reply within hours from Henry Shires. In each case the reply contained the answer and solution to the issue at hand.

As to the tent: the roomiest solo backpacking tent I've ever owned, and also the lightest. 2 lbs, on the money with the sewn in-floor, complete in stuff sack, trail-ready, with stakes and the two guy lines. Setup: couldn't be easier... once you know how it's done.

I haven't yet used it on a real outing; I have set it up several times now, both indoors in "freestanding" mode (with trekking poles) and outdoors, with stakes.

James Loy
( jimbluz - M )

Locale:
Pacific NW
One of the best companies I have had business with. on 12/29/2006 18:29:41 MST Report Post Print

Rating: 5 / 5

Some time back I sent Henry a Virga for repair and told him there was no rush. After a time, he not only made the necessary expert repair, but included a new pole to replace the broken one, apologized for the delay even though I was not in a rush, and refused to charge me for the repair and shipping because he intended to get it to me earlier. That is far more than I expected. Great company to do business with!

Jim Colten
( jcolten - M )

Locale:
MN
Fabulous products, even better sevice on 12/30/2006 11:04:21 MST Report Post Print

Rating: 5 / 5

My entry into the world of tarping was with Hernry's orginal squall. Later that year the Cloudburst was introduced. I contacted him about an idea of converting my squall to use an arched front pole. He responded with an expanation of why it'd be tricky to do so in a way to get tight pitch and then offered a generous upgrade offer ... which I gladly accepted.

Just recently purchased a RainShadow 2 ... it arrived well before the date I said I needed it by.

Lastly, Henry's ongoing innovation and creativity are a joy to watch.

Luke Ludwig
( ludwigl )

Locale:
Minnesota
Repaired a customer-at-fault rip free of charge on 01/07/2007 10:47:51 MST Report Post Print

Rating: 5 / 5

The first time I used the Cloudburst TarpTent, my friend tripped over one of the side guylines in the morning, causing an 8-inch rip in the silnylon. I emailed Henry Shires asking advice on repairing it (I have no sewing experience). He said to just send it to him. He stitched it up nicely, and only charged me for the shipping and handling. Customer service doesn't get better than this!

Stephen Eggleston
( happycamper )

Locale:
South Bayish
Henry Shires Tarptent Customer Service on 01/07/2007 17:08:05 MST Report Post Print

Rating: 5 / 5

Seeing all these glowing customer service reviews I wanted to chime in too. Henry Shires repaired a torn seam on my tarptent following a brief phone call from me to him. His repair was quick with a short wait time. He also put a sliding clip on my front guyline as my version didn't have one and included a handwritten note detailing all repairs/mods done. Way to go! Service with a smile direct from the owner

edward peacock
( mikepea )
stellar customer service on 01/07/2007 18:02:09 MST Report Post Print

Rating: 5 / 5

Henry, I bow at your feet.I couldn't afford a new current year model cloudburst,so, I called henry he sold me a new last year model, as typical with most companies, I thought there would be no cust. service until,that is, a pole broke and tore the pole sleeve.I called henry told him my problem I also asked him to make a couple of small modifications ,well, when I recieved my tent back,HOLY COW! was I surprised, he went WAY beyond what I thought he would do what a GREAT JOB!. I am a dedicated till dead tarp tent fan. thanks henry.

Eric Blumensaadt
( Danepacker )

Locale:
Mojave Desert
Henry GETS IT! on 01/18/2007 09:43:15 MST Report Post Print

Rating: 5 / 5

Henry patiently answered all my questions, via e-mail and by phone, months before I purchased my Contrail.

Once I got my tent and saw the excellent design and construction I realized one thing. Henry Shires is about giving his best, no matter what he does.

Miguel Arboleda
( butuki )

Locale:
Kanto Plain, Japan
Henry Shires... Innovative, Responsive, Trustworthy on 01/18/2007 10:24:11 MST Report Post Print

Rating: 5 / 5

I have three of Henry's creations, the original Squall, the Squall 2, and the Rainbow. All of them have performed wonderfully and have changed the way I go backpacking (along with Glen van Peski and his original G4, Ray Jardine's first two books on lightweight backpacking, the original homepages on ultralight backpacking by Michael Connick, Ultralight Joe, and Alan Dixon, and of course BPL). The simplicity of the designs and ingeniousness of the concepts are artworks in themselves... very, very hard to improve upon even by a fellow designer like myself. And yet, when for instance I had problems with the early iteration of the Squall 2, Henry actually went out of his way to discuss in great detail and length the design points of the shelter and together we looked at some ideas that might improve the handling of the shelter. How many companies would take the time to sit with you and look critically at one of their newly marketed products? I was greatly impressed by this, for it showed just how much Henry desires to make the best shelters he can possibly come up with. Because the problem was something that wasn't supposed to happen, Henry let me have the tent for free if I agreed to do an evaluation of it after some use in the field.

As a designer and as a backpacker who has to use the equipment in the real world I do believe in being honest about what products can and can't do and pointing out the flaws when they really are there. Even Henry's shelters are not perfect and you have to use your judgement and learn the skills in how and where to use them, but if you keep this in mind the Tarptents are truly worth every penny you spend on them.

John Kays
( johnk - M )

Locale:
SoCal
paradigm of sucess based on customer service on 01/18/2007 15:00:53 MST Report Post Print

Rating: 5 / 5

Henry's success, in my opinion, is no accident or result of mere happenstance of good market timing. I have purchased several products from him and marvel at his total devotion to putting the customer's interest above all else. He is in a class all his own.

Timothy Davis
( Davis2001r6 )

Locale:
Sunny!
A+ For Henry Innovation and Customer Service on 01/18/2007 15:26:29 MST Report Post Print

Rating: 5 / 5

I got together with some friends two years ago and we ordered about 10 tarptents from him, mostly Squal 2's. We worked with us for a discount and shipping as well.

I had a side guyout get torn off in a windstorm and e-mailed him about it, He just told me to send the tent in and he fixed it, plus made some other alterations that were on the current models.

Over the holiday I bought the new Contrail which was on backorder but he said they should ship in January. I had a trip come up and asked if it may get here in time, he gave me an update of when he would get them in and also shipped it upgraded for me for free. Came in the day before me trip.

I've e-mailed Henry a few times and always recieved a reply with-in hours, sometimes minutes.

Great guy, great company, innovative products for todays lightweight hikers!

Edited by Davis2001r6 on 01/18/2007 15:27:38 MST.

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Mark Hurd
( markhurd - M )

Locale:
South Texas
One Of The Best Companies To Do Business With on 04/16/2007 19:18:20 MDT Report Post Print

Rating: 5 / 5

My first tent under 7 lbs. was the Cloudburst 2. Well, no, actually it was a Squall 2 which I got and loved, but my wife, Nancy, thought it might be a little, too snug. So I got the Cloudburst 2. Well I loved that too and so did she. So we kept that. The Squall 2 went back and my money refunded no questions asked. Henry has a "try it out policy" that, well as he puts it:

"Tarptents are fully guaranteed against fabric and workmanship failure and you may return one uninjured for a full refund if not satisfied. That means you can set one up, even try it out overnight, and then decide if it's something that will work for you."

You just don't find guarantees like this very often.

Eventually I did purchase a Squall 2 "for my kids"-wink, wink, nudge, nudge. Both of these tents have held up to every insult we've put them through. So now I own a Contrail, by far my favorite, which last weekend I managed to poke a hole in. I emailed Henry that I thought I could repair it, but needed a scrap of material to do it. I offered to pay for the material and send a self addressed envelope, etc. I got a prompt reply that he was send some material, no charge and advice on how to repair the hole. Hey, I poked the hole in the tent, it wasn't his problem, but he helped make it right anyway, at his expense.

Henry Shire designs absolutely first rate products, and stands behind them. Period. 5/5

(Now that I think about it, the dog looks like she could use a Rainbow.)

Hannes Voss
( Hannes1983 )
What about service? on 04/24/2007 12:31:34 MDT Report Post Print

Rating: 3 / 5

hi there!
I think I am the first customer who is not happy about the customer service of Henry. I am from Germany and I was here in the USA for 4 days in NY. I ordered 2 tents from Henry five weeks till my arrival in the USA to be sure that both tents are in stock when I am here. The first thing was that I never got an email from Henry after my order. I got his first answer from him 3 weeks after my order. In this email he wrote me that the cloudburst and contrail are in stock and he could send me the tents in time to my hostel in NY. Then I wrote him a second email that I will have both tents and 4 days later he answered me that he only could send me the contrail.
In the end I only got the contrail. I am happy with this tarptent, but the service was really bad. I think this service from Henry isnt common, but I think a service in that way isnt very customer friendly.

See you Hannes

Phil Barton
( flyfast )

Locale:
Oklahoma
Re: Tarptent Customer Service on 04/26/2007 09:47:59 MDT Report Post Print

Rating: 5 / 5

It's been almost 2 1/2 years since I bought my TT Squall but the process was memorably good. First, I spoke with Henry by phone to chat about the models and what would be the best fit for my hiking style. Henry also offered a discount that he hadn't yet published to the website. He had several suggestions about the Squall and how to best use the shelter. The shipment arrived on time. I've had no troubles with the Squall since then. I can't think of many purchases that delivered such strong value and were so pleasant to execute. The documentation shipped with the Squall was clearly written. I give Henry and his company a strong 5.

bobby c
( bobbycartwright )

Locale:
i don't need no stinkin badges!
backorder!? on 12/13/2007 11:12:52 MST Report Post Print

Rating: 5 / 5

i know a few professors at the local university that could rewrite those directions into something a bit more helpful. easy to set up but instructions could be alot better with a real writer doing it.

Edited by bobbycartwright on 01/28/2008 15:35:29 MST.

Dane Ward
( Tagless )

Locale:
Southeast
Couldn't Be More Pleased on 12/13/2007 19:25:21 MST Report Post Print

Rating: 5 / 5

My wife and I couldn't be more pleased with both the quality of Tarptent products and the customer service this company offers.

We first purchased a Double Rainbow and found that we wanted a more space, particularly for when we get "weathered in". The purchase of a Rainshadow 2 has worked out well for us. We now enjoy plenty of room for the two of us and gear with little increase in weight.

The few times I've called the company I spoke with Henry directly and found him to be very honest about delivery timelines and extremely helpful regarding product pros and cons in relation to our needs.

I offer my highest recommendation!

Edited by Tagless on 12/13/2007 19:26:51 MST.

Christine Thuermer
( chgeth )

Locale:
Germany
No reply for 2 months on 01/30/2009 16:46:25 MST Report Post Print

Rating: 3 / 5

I have hiked the whole triple crown with Henry Shires products and I absolutely loved them.
Unfortunately now I am completely disappointed with his customer service.

I have sent Henry a faulty Virga 2 tent in mid-November. I am on a round the world trip now so I offered him various options like repair, replacement or refund. We talked about these options on the phone and he even promised me to send me an advance replacement tent - but he never did that. Henry has received the faulty tent a couple of days later according to USPS confirmation. I waited for more than a month, but there was no reaction at all. I emailed him in January, but again no reaction whatsoever. I am beginning to think that I can write off the tent and the money.
I am deeply disappointed - this never ever happened to me with any other lightweight outdoor companies. If you have any idea how to make Henry react to my problem, please let me know.

P.S.: I write this as an addition to my original post and I also change my rating from 1 to 3. After my post on this website Henry contacted my directly per email. Apparently all our problem was due to an email problem. The email address he stated on his website had a spam filter on that blocked certain emails and due to that he never received my emails. He has repaired my tent now and sent it to my home country. I have not seen the repaired tent yet, but it has arrived and I am not worried about the repair.

I also want to state that this review has nothing to do with the quality of tarptents. I really do like tarptents and will definitely use them again. I also want to add that I had another minor problem with a tarptent in 2004 and Henry responded very quickly and efficiently to solve it.

Edited by chgeth on 03/15/2009 16:17:33 MDT.

john braun
( Hitman )

Locale:
West Florida
Great place to deal with on 02/02/2009 20:18:58 MST Report Post Print

Rating: 5 / 5

I called Henry looking for information on attaching a floor to a older model tarptent that was on clearance. He told me he may have a returned tent he can sell me with the floor already attached. He emailed back to confirm and four days later I have my Contrail waiting for me in the mailbox. What a guy!

Demetri Kolokotronis
( dkolok )
Cannot Recommend Tarptent on 03/10/2009 17:00:43 MDT Report Post Print

Rating: 1 / 5

It has been over eight months since I sent my tent for repair, and I have not received it back. I repeatedly requested it be repaired, or if not going to repair, to return it unrepaired. Manufacturer agreed to repair it "on a 'non-profit' basis" (see blurb from their website, www.tarptent.com, below). I have received no communication about my tent since acknowledgment of receipt of tent Sept 23, 2008. My number of emails since then, most recently March 7, 2009, inquiring about repair of my tent have been ignored.

"Q: What is the Tarptent return and warranty policy?
A: Tarptents are fully guaranteed against fabric and workmanship failure and you may return one uninjured for a full refund within 90 days of purchase if not satisfied. That means you can set one up, even try it out overnight, and then decide if it's something that will work for you. Tarptents that have been used in the field will be evaluated for resale and partial credit returned to the original purchaser. We stand behind every Tarptent and will make every effort to repair or replace products that fail due to defects in workmanship or materials. Normal wear and tear repairs will be done on a "non profit" basis and we will provide a price quote before beginning the work. In many cases, we charge only for the return shipping."

Henry Shires
( 07100 - M )
re: Cannot recommend Tarptent on 03/11/2009 15:54:19 MDT Report Post Print

Rating: 3 / 5

I have never done this before but in this case I feel that we need to respond publicly to Demetri's complaint. Here is a copy of the letter we sent him today and a link to photos of the destroyed Cloudburst 2:

http://www.tarptent.com/kokolonis.html

March 11, 2009

Dear Demetri,

Enclosed is your unrepairable Cloudburst 2 tent body and a replacement Cloudburst 2 body. The Cloudburst 2 body you sent back, unsolicited and unapproved for return repair, is clearly far outside our stated policy “to repair or replace products that fail due to defects in workmanship or materials.” The mesh is utterly shredded and is what appears to be heat-destroyed. If I had to guess I would say that the mesh was first attacked by a cat and then destroyed due to heat damage in a clothing dryer. In any event, your tent was destroyed by you and we are in no way responsible for repairing it.

Just so we are clear about the purchasing chain of events, you purchased your original floorless Cloudburst in August ’04. Three years later, in Fall ’07, you reported a manufacturing problem with it. Rather than repair it for you, we sent you a new floorless Cloudburst 2 tent body. We did that at our discretion and as a show of good will. Then, in August ’08, you sent it back to us in a plain box with no note, no description of the problem, and no follow up phone call or email to tell us to expect it. We neither asked you to sent it back nor did we approve its return, it wasn’t covered under warranty, and you made no contact with us to discuss possible outcomes. At that point, as far as we’re concerned, we owned it. Finally, 5 weeks later, you sent an email wanting to know if we received it.

We are sending you a replacement body although we are under absolutely no obligation to do so. We have now incurred considerable expense on your behalf. Since your original Cloudburst 2 was destroyed by you, we no longer have a business relationship with you and the enclosed Cloudburst 2 is a gift. We will not provide service for it should it ever need any.

Sincerely,

Henry Shires
Tarptent

Edited by 07100 on 03/12/2009 22:07:23 MDT.

Dave U
( FamilyGuy )

Locale:
Rockies
Tarptent on 03/13/2009 23:20:26 MDT Report Post Print

Rating: 5 / 5

nm

Edited by FamilyGuy on 10/31/2012 14:18:34 MDT.

Barnett Childress
( Barnett_Childress - M )

Locale:
New England
Recommended on 07/01/2009 12:42:39 MDT Report Post Print

Rating: 5 / 5

Purchased a Scarp 1 from Henry to try out but decided it wasn't right for me. He took it back and promptly refunded my CC.

Henry also took the time to discuss the tent design with me and showed a genuine interest in comments.

Joe Clement
( skinewmexico )

Locale:
Southwest
Wonderful on 07/17/2009 00:11:10 MDT Report Post Print

Rating: 5 / 5

Tolerated my questions and suggestions for design improvements, and never laughed once. Called my cell phone after an email question about tent set up, requested emails pics, diagnosed the problem, and went way, way beyond what he had to to help me fix the problem. All in about 2 hours.

Kelly Brent
( kbrent )

Locale:
Central Texas
Wonderful Service on 10/27/2009 21:18:08 MDT Report Post Print

Rating: 5 / 5

I bought a Tarptent Contrail secondhand from another BPL member off Gear Swap. Love the tent and the forum. Henry kindly provided me small parts voluntarily free of charge even though I made it clear upfront I purchased the tent secondhand. He quickly responded to email and promptly forwarded the inexpensive parts. I see firsthand why Henry is so well thought of in the industry. Great tents and exceptional service!

Kelly Brent
( kbrent )

Locale:
Central Texas
Wonderful Service on 10/27/2009 21:18:48 MDT Report Post Print

Rating: 5 / 5

I bought a Tarptent Contrail secondhand from another BPL member off Gear Swap. Love the tent and the forum. Henry kindly provided me small parts voluntarily free of charge even though I made it clear upfront I purchased the tent secondhand. He quickly responded to email and promptly forwarded the inexpensive parts. I see firsthand why Henry is so well thought of in the industry. Great tents and exceptional service!

Maurice Ostrov
( garraty )
repaired my Sublite fast and free on 03/09/2010 11:46:41 MST Report Post Print

Rating: 5 / 5

The Sublite I ordered was delivered quickly and in perfect condition. Almost immediately I managed to put a big tear in it. Henry repaired it and had it headed back to me in around a day and at no charge. Extaordinary.

Frank Steele
( knarfster )

Locale:
Arizona
Great to deal with on 03/22/2010 10:45:16 MDT Report Post Print

Rating: 5 / 5

I bought a Contrail and didn't like the front entry. Henry gladly exchanged it for a Rainbow.

Wish all companies were so easy to deal with.

Adam G
( desertplaces )
A joke. on 08/10/2010 13:52:03 MDT Report Post Print

Rating: 2 / 5

I'm not the happiest with Henry's service.

I called Henry to order a tent, the "Contrail." After talking with him for awhile, we decided that the "Moment" would be better suited for me. He explained that he is a little behind with the "Moment" and it would be a few weeks out. He did mention that he may have another "Moment" that required repair, or didn't come out of production 100%. he said it would require fixing and seam-sealed. He told me to call back the next day. No problem.

I call the next day and he said that he had the repairable "Moment" and that he could ship it out that day. This was around 9A eastern time. He came to a price, and I asked him to round the number to make it even, not demanding, but asking, and he completely flipped out. I mean he was so angry it was uncomfortable on the phone. I would have bought it anyway regardless, but all I did was ask. I mean the tent had two pinholes on the top and was less than perfect, so I figured it couldn't hurt, I was wrong. So then he explained he was busy, then said well go order it online if you change your mind. I told him I would call him back very soon with the credit card number so we could go through with it. I was in a time crunch and needed the tent in a few days, but he was willing to work with me on it. I call back to leave a message because no one answers, then I call back an hour later and he answers. He told me he couldn't fill the order and to find something else. ? Seriously? The guy is flippant when I spoke with him earlier, could you imagine what he would do if I called him with a tent related issue? He'd smack me through the phone if he could! I felt very uncomfortable. I also get the hint that he thinks his tents are so good he can refuse a sale. I hate people like that. I'm never ordering anything from this guy ever. He used the phrase "it is what it is" with me. I've read a review on this site from a customer, and sure enough "it is what it is." Whats with this guy.? Never again. I give him a 2.

Elizabeth Tracy
( mariposa - M )

Locale:
Outside
Amazing on 08/17/2010 11:53:56 MDT Report Post Print

Rating: 5 / 5

Recently two repair issues came up with my 8-year-old Tarptent.

I wrote the company asking for repair advice.

In both cases Henry Shires wrote me back immediately, and offered to send me tent repair materials (silnylon patches, and a new zipper) for free. Didn't even charge me for shipping/handling.

I'll buy my next tent here for sure.

Nathan Wee
( HBFT )
Stellar Service on 01/17/2012 18:59:24 MST Report Post Print

Rating: 5 / 5

This is my first post on Backpackinglight. After my contact with Henry Shires, I felt compelled to write at least a small tidbit on my experience with Tarptent.

I contacted Henry Shires through e-mail with regards to the Rainshadow 2 that I was going to order. He responded promptly the next day even though it was a Saturday. In fact, I was too slow for him because I didn't check my e-mail until Monday. haha Post facto, I replied to his e-mail and ordered my tent that Monday.

I had asked for a seam-sealing service and Tarptent must have gotten on that right away because the package that I received on Friday of that same week was postmarked that Wednesday, a scant two days later!

I am so excited with our new tent, and it even came with a few little specks of leaf inside. hehe Such stellar service from Tarptent! I'm tempted to buy stuff that I do not need from them just because I want to keep giving them business!

Jon Fong
( jonfong )

Locale:
FLAT CAT GEAR
Tarptent Customer Service on 03/23/2012 12:21:17 MDT Report Post Print

Rating: 5 / 5

This is a shout out to Henry and his team. While camping on Catalina Island, a fox tore a hole in the side of my Rainshadow II. The hole was in the mesh panel on the side and was about the size of your hand, there was also a one inch tear in the bathtub. I called the people at Tarptent and they informed me of the repair process. I was a little pressed on the repair time as I had another trip planned. Henry and his team cranked out the repair and I received my tent with a day to spare. So, there are three things that I wish to highlight: 1) the repair cost $20 (not including shipping), 2) the repairs were expertly done, this was not just slapping material over the mesh to seal the hole. A clean rectangular panel was removed and replaced with mesh, folded and double stitched around the edges (this category does not allow you to post a picture of the repair , but; I was impressed). 3) The repair was done very quickly.
I am impressed with the Tarptent Rainshadow II, but I am more impressed with the customer service provided by Henry and his team. It’s great to know that you get the entire package when you buy a Tarptent. Two thumbs way up. Jon Fong – Owner of FLAT CAT GEAR

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