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That does not seem right to me! On our Bear Lake 6 we identified four faults when unpacked at home, we thought about these as they looked minor in detail but s it was our first polycotton we wanted further advise so took it back to our supplier for them to look at the faults were two needle sized holes in the flysheet in a couple of places, a run on the thread in one place where a loop of cotton stood proud and one of the front windows the plastic had not been tucked under where sown onto the canvas.

The dealer said that they did not think there would be any leaks but took some photographs and said they would speak to their Outwell rep. They did this and when I next spoke to them they asked if we wanted any accesories for the tent. As we were already sorted out with carpet and footprint (we are using our Vermont ones) we ended up getting a Bear Lake side extension free (these sell for between £150-200 new) and the promise that if it did turn out to leak then the tent would be replaced. The tent stood up to last weeks torrential rain and bad wind with no issues so we are more than made up with our 'compensation'.

The above is an example of how it should be in my opinion. Have they spoken to their Outell rep or have they just stuck to the procedure without trying on your behalf? I would have thought that as it has been bought as one unit then the whole tent has to go back as one unit. Are you sure you have a Glendale 5 in view of the printing on the front of the tent?

Cheers

So you are local to us then. I have not shopped at Outdoor Action (apart from a small two man tent some 25+ years ago) so can't comment on their customer service but it does appear a bit lacking in my opinion - also we can't understand why a shop specialising in outdoor kit does not open on a Sunday when most people are free to shop. We went a distance for the Bear Lake but feel it was worth it.

Personally I would go for the refund option. They may well have to send the faulty part off to Outwell but the contract is between you and them not you and Outwell. From what you have described it is very obviously faulty and should not need inspecting by the manufacturer as seems to be the common reason given by a lot of retailers in respect of returned tents. I cannot see Outwell just shipping them the tent without the bedroom pods but of course I might be wrong.

Good luck in whatever course of action you choose.

Cheers,

David

Glad you've got it sorted, hope your new tent is ok and that your recovery from your surgery is quick

Kate x