NEMO EquipmentReviews of nemoequipment.com

I like the tents, but the customer service is awful. They only communicate by email and website texting, it’s takes forever to tell them what you need, and they don’t communicate what they are doing in regards to repairs. I tore an entire panel on my 4 season tent. Sent in for repair. Instead of replacing a panel on the fly, they scabbed everything back together with nylon strips. It looks terrible, the seam sealer is already peeling, and they stitched a whole patch into a completely undamaged panel. I can even send it back to get corrected now because TWO panels need replaced now for it to be repaired properly. Nothing of the repair was communicated with me. An email said they could fix it, and next thing I know I have an invoice for repair. When I received the rain fly, it had been shipped back is a used Amazon Prime box with a return label slapped on it. The whole interaction from beginning to end felt very unprofessional. I have a $600 tent. I want a good repair

This is a mixed review. I purchased a 2 Person OSMO Dragonfly ultralight tent from Nemo for use on a month long cross-country motorcycle/camping trip from Florida to Utah. The tent was used every night for two consecutive weeks. Lets start with the BAD and end on a GOOD note The BAD: I was using an ultralight cot to sleep on in the tent. These cots have aluminum tension bars with plastic feet on them that hold the cot open. I weigh 180lbs. Obviously when you lie on these cots there is some flex to them. Towards the end of the trip I noticed that the plastic feet chewed through the floor of the tent, creating over a dozen holes in the floor. BTW, I always used the optional Footprint under the floor of the tent which, interestingly, has no holes in it. Needless to say this is disappointing performance in a $450.00 tent used for the first time. The GOOD. 1. Upon returning from the trip I immediately contacted customer service. They were GREAT to say the least. They responded promptly and offered to repair the tent floor free of charge one time. Their communications to me were excellent, the tent was repaired promptly considering this is their busy season. The repairs appear to be solid, although I haven't as yet had occasion to use the tent again, each hole was patched on both sides. They use a rubbery compound on the inside of the tent to patch it, likely to insure it is watertight. This compound increases the friction against the floor. Needless to say I will never use my ultralight cot in this tent again over top of this repair, not that I intended to do regardless. I also had an earlier question for their Customer Service department about the tent poles. My question was handled quickly and professionally. Bottom line GREAT and RESPOSIVE Customer Service. However I do feel they should have replaced the tent given the extent of the damage due to what I believe is reasonable (sleeping on a cot) usage. 2. The weather in the Southwest United States this time of year can be unpredictable and violent. The tent easily withstood extremely heavy rain and 30 mph winds with gusts to 50mph without issue.