Coolcabanas Avis 1 223

Best customer care!

We purchased our Cool Cabana in Dec 2024, we used the product for one summer and were excited to again enjoy its use this December in 2025. Just after new year (the product is just over one year old) we were at a local beach in Victoria, the cabana was set up correctly, the peg in the correct position and sandbags full as instructed. A small wind gust came through, the cabana pole bent and the top half snapped. My husband had to catch the cabana from collapsing on our 4 year old underneath.
We were pretty shocked and I had read the sustainability goals of the company. I thought ok these freak events can happen surely after just one year, theyll replace the part?

Long story short, the top half of the pole cannot be replaced (so be warned about this before purchasing). In addition the head of customer service (Henry) has no genuine customer service skills, his emails were rude and accusing. He offered me $70 off a new RRP $270 cabana and I quote said technically we owe you $0 as the fault was actually caused by us and outside the one year warranty period. I would never purchase this product again, people should be careful as this company offers no genuine customer service when accidents happen, no replaceable parts and no genuine discount for us to repurchase. We have a beach tent from Bunnings it cost us $150 and has lasted 7 years, I also know Bunnings offer genuine customer service when something happens with their product.

I received an immediate reply to the email I sent updating my delivery address which was polite and personal , great service .

Apart from the quality, design, ease of use and weight of the product, the point that really sold it to me was the UPF 50+. Service was great. It is so good to see so many families using them at the beach - thank you for providing a great product.

Amazing product great customer service

Unfortunately, the spike that goes into the sand got bent due to a sudden gust of wind. The coolcabana guys promptly helped us out with a new centre pole. We had to order it online as a spare part, but they processed the refund immediately.

I have had my Coolcabana for years now & apart from absolute loving it...I am more happy with their customer service team. Have had a few things break due to high wind...and wear and tear. The item gets sent instantly arriving the next day which I couldn't believe (Im located in Brisbane so maybe that is the reason)...so super happy with my product and Will in Customer support team. Highly recommend and thanks for providing brilliant service!

Really impressed by the customer service - had an issue with the spikes which bent within a few uses and no issues with receiving a replacement super quick.

We purchased a cabana and love it. Unfortunately, the sand spike was slightly bent on the first use and without hesitation it was replaced free of charge. Excellent customer service.

Excellent customer service. We bent the sand peg in winds and it was replaced pronto !

Excellent experience dealing with an issue with my Cool Cabana. The problem was resolved promptly and at no cost to me.

I recently made a purchase and then requested to cancel the order 24hrs later. The company approved the cancellation no questions asked and issued a full refund. Thanks for making it so easy!

This company has a totally ineffective customer service element to the business.
What sets companies apart is the way they deal with customers when things go wrong.
If I could rate this organisation a zero I would as their back office system is a total joke.
Despite numerous attempts to get any sort of reasonable response from this company all I received were convoluted bot generated emails telling me the issue was my fault and I should fix it by contacting their carrier directly who failed to deliver the product I ordered.

Any company that really values their customers would at least provide a means of contacting them that involves a real person - there is no way to call this business or interact with a real person.

My Coolcabana is top quality and easy to put up. No fumbling with poles, stakes etc. it’s like a huge umbrella which stays in place because of the sandbags on each corner. I needed to replace my carry bag because the handles had decomposed in the sun. This was a design flaw and the company provided a new bag which is obviously sturdier. I highly recommend this company.

I purchased a cabana last year which I had not used yet but wanted to use it the weekend coming but I needed the grass kit that I had not purchased initially . I reluctantly purchased it on Tuesday hoping it would arrive by the weekend and thank goodness it did . Extremely happy with the service and fast shipping .

Excellent service from Coolcabanas before I had even received their product. I had a query re my purchase and Will handled it
immediately. I am now looking forward to using my shade.

Great experience in returning my purchase! I accidentally ordered a mat instead of the tent. Customer service provider, Will, promptly refunded me.

Great product, absolutely amazing customer service, and fast delivery. We absolutely love our new CoolCabana 😍

My best friend is distraught and has had the absolute WORST experience with Coolcabanas and quite frankly it’s ruined our Summer holiday. We were all excited to take the kids to the beach with the coolcabana however once we opened it we realised there was a crack up the top and it was faulty. Trying to send it back my friend received multiple emails about how it was her fault and she has to pay to return it to be checked…disgusted. The way she was spoken to by Will in customer service was shocking!!!! Do NOT buy from this company. I know I never will!!!!

Customer service is outstandingly excellent. I realised that I made a mistake with my delivery address. Emailed and asked to update address. Will replied immediately, fixed my address details. Problem solved. Support Australian Companies and everything runs smooth. Thank you.