Eu Bigagnes Arvostelua 4

ordered on 31 Dec 2025 and cancelled the purchase within the statutory withdrawal period on 1 Jan 2026. After that, I contacted support multiple times with my withdrawal and request for a refund. There was no meaningful response. Instead, on 17 Jan 2026 I received a shipping confirmation with no comment.

The problem is that, according to UPS, since 2 Jan 2026 only a label has been created. UPS has still not received the parcel and it has therefore never been shipped. So I’m left with no product and no refund, while being ignored by customer service.

This is unacceptable. If a shop does not process withdrawals, does not respond, and sends a shipping confirmation even though nothing is actually handed over to the carrier, I have zero trust left. I will not order there again and cannot recommend this online shop.

I ordered a tent and a footprint. They sent me the footprint but not the tent. They say it is not available anymore. So I sent the footprint back and these is delivered by Big Agnes. They sent me a bill again. It is hard to get in contact with them, they just don't answer or very late. Maybe they make good stuff but the service is very worse. Don't order anything there.

Shopping experience and price was ok. Products are good. But customer service is pure horror!
Slow, they just copy things from product sheets and have no actual knowledge about their products.
Their footprint descriptions and compatibility list is a mess and it is a rip off to charge for things that are almost mandatory for such thin tents. Plus they cannot even keep up with the demand for them. Very disappointed. Would not order again.

I bought a tent that was on sale from the european website of Big Agnes (originally from the US). I am very happy with the product and shipping was very fast.

However there was no communication after the order was placed. I received no confirmation mail, no ordernumber or track and trace. I also had to pay with credit card. No option for paypal or iDeal, which are more common ways of paying in the Netherlands. This made me a bit nervous if I wasn't being scammed, because the tent was very cheap (50% off). I did email Big Agnes about not getting a confirmation email for the order I placed, but I have not yet received an answer. I must say that there have not passed that many days, so maybe they just didn't have the time to answer yet.

Because I did not receive a track and trace, it was just pure coincidence that I was home when the package arrived (deliverd by UPS). I don't know what would have happened and where my package would have gone if I wasn't home.

So to summary my experience: I'm very happy with the product and delivery was very fast. Communication about my order could be better though.

Update: my email got answered a day later, in which they confirmed my package was delivered.