Review: Read this before ordering a marquee or gazebo from Dancover.

I’ve long wanted a gazebo/marquee.  They are handy for outside broadcasts to protect you and the kit from the elements, but also for parties and events in the garden.  They’re very expensive though, and I’ve always held back.

With the nice weather recently I thought I’d google search marquees again and discovered a company called Dancover.  They’re based in Denmark even though the site has a .co.uk address.

Browsing their site the prices looked very good and they promised a three day delivery to the UK.  I had an event that weekend and as it was only Tuesday morning I thought it a reasonable assumption to assume they can get me a marquee in time for the weekend. I submitted the order, paid via Paypal and the confirmation code came through.  I sat back looking forward to my marquee arriving ready for my weekend event.

My suspicions were raised when after a couple of days I didn’t receive any confirmation of delivery or tracking number through –  I’d only had the automated confirmation of my order and no further communication.  I emailed them.. uk@dancover.com

Hi,
Is there a tracking number I can use to see progress of delivery please? I want to make sure I am around to receive it.
Many thanks,
Simon

Dancover replied within a couple of hours:

Hi Simon,
Your order should leave our warehouse today. When it does, you will receive an automatic email with the tracking details. The estimated delivery time for the UK is 2-3 working days.
Kind regards,
DANCOVER A/S

I ordered two days ago and yet the order hadn’t even left their warehouse?  This doesn’t seem right, and doesn’t match their promise of 3 days delivery on the website.  Perhaps they didn’t actually have the stock.  Knowing this wouldn’t arrive in time, and knowing I was out of the country the following week and unable to take a delivery, I emailed back to request cancellation of the order.

I was lead to believe it was 2-3 days from point of order. I need it for an event on Saturday so can I cancel please if it’s not going to be here by then and if it hasn’t left the warehouse yet?
Thanks,
Simon

But within seconds of pressing send on this reply I got a bounceback:

Delivery has failed to these recipients or groups:
Your message wasn’t delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

Rejected? Not accepting emails from certain senders? Another restriction? Perhaps one to deny me my rights of cancellation?  I needed to investigate this further.  Turns out that when Dancover customer support reply back to you they send from a “no-reply” email address.  They are assuming their answer is final and you shouldn’t need to reply further, essentially shouting “The conversation is over, leave us alone”!  Undeterred I forwarded my original reply back to the uk@dancover.com email address.

No reply.

I left the country in the hope that when I returned I’d have a marquee or a refund.  13 days after I had placed my order I had neither and no further emails or information from Dancover. I emailed again to uk@dancover.com

Sirs,
Please update me on the status of the above order number? It has now been 13 days since any communication from you and I am no clearer whether the item has been put through or cancelled.
I do not want to have to go through the paypal dispute process so please communicate with me your intentions and timescales with regards to this order.
Simon

 

I had no reply.

The next day I forwarded the same message again requesting a reply and eventually I got this in answer:

Dear Client,
We have opened an inquiry with the forwarder in order for us to locate your shipment. We thank you for your understanding, and apologize for the inconvenience this may have caused you.
Best regards
DANCOVER

But wait? What? They were suggesting the order had been shipped, but where was the promised automated email with the tracking number? I chuckled at “Dear Client” too, compared to “Hi Simon” in previous messages their tone had altered considerably.

I’d had enough, there was something not right about this but I couldn’t be bothered to argue any further. I placed an order with another company and I replied to Dancover:

I’ve opened a dispute with PayPal and now require a full refund. Please provide this ASAP.  Everything about this order process has been a struggle, and does not reflect well on Dancover.

A response came back:

Dear Client,
We apologize but for today it is all we can do since it is a holiday in most parts of Europe today and nothing is open. We will get back to you with more information tomorrow.  
Kind regards
Dancover

Unsurprisingly there was no further information provided the next day, nor any subsequent messages. I’m still waiting on a refund!

Dancover’s mission statement is listed on this page 

OUR MISSION
Best service and support, attractive prices, wide assortment and skilled employees are important factors in our substantial progress since the beginning in 2003. In order to be able to guarantee accessibility and short wait for delivery we stock and ship all our products from our central warehouse in Denmark.

To me it is clear they are falling short of that mission.  I’ll leave you to decide whether to make a purchase via this company or not!  I obtained another marquee from a uk supplier in the end, it was more expensive but it arrived the next day! Now that’s how to do business!

 

3 thoughts on “Review: Read this before ordering a marquee or gazebo from Dancover.

  1. Irrespective of the poor service, my experience is that their products are seriously poor quality.

    I erected a polytunnel and within days it was ripped at the seams in multiple places due to the thin material used in the cover.

    AVOID!!!!!

  2. Dancover webchat is useless – I asked some detailed questions – they referred me to the Dancover website I was already ON for the webchat! I also requested a telephone “callback” – when it finally came (the next day), the guy didn’t even know as much about the product as was already on their website! He became evasive when I asked if their ‘customer support’ service was sub-contracted to an outside company. Also, as with many ‘support’ services based abroad (Dancover is Danish), the personnel’s command of English often is not really adequate for the task in hand. Finally, I think that their delivery charges are excessive (and not apparent until you reach check-out!) – particularly since they seem to be trying to suggest they are either a British company or at least hold stock in the UK, by calling themselves “Dancover Shop UK”. It certainly appears that all orders are shipped from abroad – if this is the case, no wonder there are complaints about delays to promised “2-3 day delivery”!

  3. I too had a number of issues with them and wish I had come across your post first. Terrible customer service. Very rude when asking for some very simple details that should really have been included in the manual.

    Contacted them to ask about tools that were required to assemble the tent and was told they didn’t have that information! How can you not know what tools are required to assemble the product you’re selling??

    When I queried more, they ignored me and then blocked me from the chat. How odd?

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