JOHN
Customer support experience...
I purchased an ABC Canopy tent from Amazon in 2021. It is an amazing, wonderful tent that I have recommended to others enthusiastically. Recently, a freak windstorm bent one of the legs. I tried to contact customer support through their online AI chat, which was frustrating. I had been trying to order replacement parts for a few days, to no avail. We finally received an email from customer support. At the same time, we tried going to the ABC Canopy website and got a security error message and could not open their site. Then we received a message from customer support that was not written by a native English speaker. This gave us some concern over the validity of the contact. After doing some research, we found out that their customer service is handled overseas. Another message from customer support came with a link to purchase the parts, but the link did not work because of the continuing security message and inability to view the website. Last night we checked again, and they had fixed the problem with their website. (We also have a website and have experienced the same kind of problem and understand how tech problems can be.) Once it cleared up, we ordered the items as instructed and hope to receive them soon. I will continue to recommend their tents, as they are superior, but I would suggest that ABC Canopy provide a phone number for support. Website security messages and inefficient email communications can make customers reticent.
Response from ABCCANOPYJul 16, 2026
We are incredibly sorry for this frustrating experience. This is absolutely not the standard we strive for. We have already notified our customer service team to prioritize your case immediately. Since we cannot see your order or contact info here, we are actively searching our system. Once we connect, we will expedite your replacement parts right away to make sure you are ready for your upcoming event!