COOLCABANA - RED LABEL

I purchased a brand new red label canopy the fourth one I have purchased from cool cabanas and up until this point have been extremely satisfied. This canopy however was delivered from the distribution center used. There was sand in the bag which continues the spikes. And when I took the canopy out of the storage bag sand came pouring out from the bags that you fill with sand to secure on the beach. Multiple emails indicating that is was delivered and I would like to return it for an unused canopy, which I was told they do not except used items. Well they sure ship used ones. All I wanted was to exchange it for a new one which I was told were not an option. They want to give me gift cards to purchase additional items. Poor customer service if you ask me. Maybe the distribution centers should be looked at more closely. I am almost positive someone used it then put it back on the shelf for an unsuspecting customer to get it Not sure I will purchase another with this level of service

5 purchase

No need to look further. This is the best beach canary. Nothing comes close. Easy set up and easy takedown. A must have for you beach bums.

Poor stitching, even worse customer service

I wanted to love this product. The design is thoughtful, the instructions are well written, and the concept is exactly what we needed for a beach trip. Unfortunately, the experience went downhill from the moment we opened the box. We purchased the Red Label series — the premium option at $300 — specifically for the heavier, higher-quality fabric. What we found upon first setup was a torn canopy where the stitching had completely given way at the front flap, along with multiple other areas of unraveling stitching throughout. This was straight out of the box, on first use, at the beach. Customer Service: I sent photos and a detailed description. The initial response offered a free carry bag plus an $80 gift card, or a $40 refund — framed as covering the cost of a local seamstress repair. On a $300 premium product. That arrived damaged. When I pushed back and asked about their return/refund policy, the tone shifted. I was told that the offer had been “a gesture of kindness,” and — remarkably — that if I chose to send the item back for a formal warranty assessment, there was a risk the team might deem the damage “misuse.” Misuse. Of a product I opened for the first time. To be clear: I have photos of a brand-new canopy with a factory defect. I offered proof of purchase. The suggestion that first-time setup could constitute misuse is, at best, a mischaracterization — and at worst, a deliberate deflection designed to discourage a legitimate warranty claim. Bottom line: For a brand that positions itself as a premium product and an official partner of the Melanoma Institute Australia, this level of quality control and customer service falls well short of what that reputation implies. A defective product is disappointing. Being made to feel like you caused the problem is something else entirely. I hope this helps others set appropriate expectations before purchasing.