Terra Nova Equipment Ltd

EXTREMELY DISAPPOINTED placed & paid for an order, Terra Nova have given excuse after excuse as to why its not their fault that they haven't dispatched half of my order. I have had to repeatedly contact customer services who, although polite and friendly have failed to ship my order, for a product they claim to have made in the UK and claim to have in stock. Clearly something is very wrong here, one customer service person told me that they have these in a bonded warehouse, why would you use a bonded warehouse for a product made in the UK. Binded warehouses are used to store goods IMPORTED into the UK and delay the payment of Duty & VAT. Another told me that the senior warehouse manager wasn't in that particular day and couldn't complete the relevant forms to release the items from said bonded warehouse. Another lady 1 week later then tell me it's not their fault and that the HMRC website required to process the release of goods had crashed. I'm sorry but this isn't the customers problem. Your website shows items in stock, which clearly Terranova are NOT in possession of. They happily take customer orders and payments and then faul to deliver the goods. I mistakenly thought that by ordering from a UK company that I would be treated fairly and I would be helping in a small way to support a UK business. I'm seriously beginning to wish I'd purchased an item from China as at least I'd have something for my money. Buyer Beware.....
Nov 9th, 2022

Nov 2nd, 2022

Amazing customer service, amazing products. UK products with a next level care and level of detail. What an amazing company. I'm so proud to be local to these guys and sport their badge on my camping trips. Big pat on the back guys
Aug 14th, 2021

We recently purchased a new tent from a local camping shop, we selected a Terra Nova, Zonda 4EP because it most suited our requirements. On its first outing, we noted a couple of things I wanted to change and because we were going on our second trip very soon, I decided to do the changes myself. In order to do them I needed some small bits from Terra Nova, so I called them and requested the items, I also told them I was in a bit of a rush with the impending second trip. To my pleasant surprise, I received the items very quickly, they must have been sent by first class post almost immediately. Very good customer service. My overall impression of the tent was that it is well made and of a thoughtful design. We are very pleased with our purchase.
Feb 21st, 2021

Would strongly advise against investing in their products. The tent that I got from Terra Nova (Hoolie 2) did not last long at all (60 nights tame camping) before the poles snapped ripping the fly-sheet. The only possible reason that I have been given for this is that the tent is has significant UV damage, which I find hard to believe since I have only used it in the UK and Northern France. Despite multiple efforts to understand why the tent broke Terra Nova have not provided any reasonable answers. The quality of the tent has proven dreadful, especially considering the high cost.
Oct 16th, 2019