Considering the hefty price tags on these tents, I'm extremely disappointed in the customer service/experience we've received since purchasing our Kukenam late last year.
To start off the fail-train, the box in which the tent was delivered was damaged, and our brand new tent was left dented on the outer shell (so much so that you can see it from the inside of the tent if you lift the mattress). Again, taking into account what we paid for the unit, it's shocking that the thing wasn't handled with greater care. We brought up the issue to Tepui and they sent us a complimentary cooler bag and t-shirt. Better than nothing, I guess.
Installation really isn't anywhere near as simple as they advertise. In fact, for a hefty and expensive piece of hardware in (at the time of purchase) 2017, the mounting design is downright rudimentary. Every piece of the bracket set is made of a soft aluminum, which seems like a sketchy place to skimp on nice materials when you're relying on it to hold a 150lb, $1400+ piece of equipment on the roof of your car (more on this later).
After just one use, our precious Subaru was broken into shortly after our camping trip and all of our Tepui accessories were stolen (fly rods and mounting hardware). The website indicated that Tepui was sold out of all of the above, which seems to ALWAYS be the case. Apparently every unfortunate soul who has purchased one of these tents is constantly in need of replacing the accessories. And I know it wasn't Tepui's responsibility nor their problem that our car was broken into, but when we reached out to their customer service, they couldn't have been less sympathetic. No condolences offered, no extension of kindness to rush the parts to us in our time of need. Literally nothing. Call me old-fashioned, but if I owned a top-of-the-line outdoor gear company like Tepui, and I was making my customers pay top dollar for my product, you bet I'd act a lot kinder in a situation like this than Tepui did.
Jump forward several months, we've finally received our new fly rods and mounting hardware (the replacement set did NOT come with the original orange ripstop bag). We install the tent and head off on our next adventure. Weeks go by, and we're still lugging the Tepui tent around with us everywhere we go. Why, you ask? Because the cheap, soft aluminum of the mounting bolts have cross-threaded and we physically cannot get the thing off. Keep in mind, my partner and I are two women in our late 20s, relatively twiggy, and are by no means cranking the nuts onto these bolts. Once again, Tepui has nothing to say on the matter and the mounting hardware is, once again, out of stock. We were told back in July that the pieces would be available again mid-August. Here we are, summer slipping through our fingers, and we still have no replacement brackets (Tepui has informed us that they are now on back order through mid September).
Oh, and we had to chop the Kukenam off our roof with a hack saw. Good times.
This is long-winded, I know, but I feel our experiences with this company may give others pause before dropping a significant chunk of change on Tepui, their incredibly poor customer service, and unreliable stock of materials. There are other RTT manufacturers out there, and I wish there had been a review like this out there prior to our purchase last year.
Best wishes, fellow adventurers. read more