Isabella Camping Avis 

De er altid imødekommende og til at får fat på, holder deres aftaler og ringer tilbage, når de har lovet det også Jesper montøren i hans ferie.
Jesper og hans kolleger kunne vi mærke at de kørte som et rigtig godt team, og de svarede på alle de spørgsmål vi måtte have og var gode til at forklare hvordan vi fremadrettet skulle behandle vores nye dejligt villa 👍🏻🙏🏻🥰

I bought an Isabella Ventura Air Aura 260 because Isabella have a reputation for quality and I thought I was buying a premium product. Unfortunately, the very first time I used it, the stitching came apart on the padding where the awning sits against the caravan.

I reported the fault within 30 days and expected it to be dealt with fairly and without a load of hassle.

Instead, Isabella's initial response, relayed through the retailer, was that it was a "simple stitching fault" and they wanted to collect my brand-new awning, repair it and send it back. They also said an exchange or refund couldn't be offered because the fault was repairable.

Sorry, but I'd used it once. I didn't pay premium money for a brand-new awning to end up with a repaired one after its first use.

I had to really push back and specifically raise my rights under the Consumer Rights Act 2015 before Isabella eventually agreed to provide a replacement. I shouldn't have had to quote consumer law and argue my case just to get a reasonable resolution.

Even after that, the hassle continued.

I was told the faulty awning had to be boxed before Isabella would collect it. It's a massive awning and I no longer had the original cardboard box.

I suggested what seemed like the obvious solution, deliver the replacement and use the box it came in to return the faulty awning. I also suggested simply sending me a suitable box. Neither option was accepted.

To be fair to the retailer, they did offer to take the awning back to their warehouse, box it up themselves and arrange the collection. I appreciated them trying to help, but I don't think they should have been put in that position either. This was a faulty Isabella product and, in my view, Isabella should have made the return and replacement as straightforward as possible from the start.

By that point I'd completely lost confidence in Isabella and had enough of the whole experience, so I asked for a refund instead.

What makes it even worse is that I'd also bought the matching Isabella annex from another retailer specifically to go with this awning. I'm now out of pocket and stuck with an annex I can't use. That's another cost and inconvenience I've been left with because of a fault that was no fault of mine.

Products can develop faults. I understand that. What separates good customer service from bad customer service is how a company deals with things when they go wrong.

In my experience, Isabella made something that should have been straightforward unnecessarily difficult. I felt fobbed off from the start and had to keep pushing for a satisfactory outcome.

For a company selling premium-priced products and trading on a reputation for quality, I expected considerably better.

I hope Isabella take experiences like mine seriously and review how faulty products are handled. I also think staff dealing with these situations should have a proper understanding of the Consumer Rights Act 2015. Customers shouldn't have to quote the legislation themselves and keep pushing before their consumer rights are taken seriously.

Isabella's reputation was one of the main reasons I bought this awning. After this experience, they've lost me as a customer.

I won't be buying another Isabella awning.

Reponse to Isabella 10/08/26
Thank you for responding, but I need to set the record straight.

Your original response, relayed through my retailer, was that because the fault was repairable, you were “unable to offer an exchange or refund.” This was a brand-new awning that developed a fault on its first use.

I didn't simply decide I was “not happy” with a repair. I had to push back and specifically raise my rights under the Consumer Rights Act 2015 before a replacement was agreed.

I accepted the replacement. The problem then became returning the faulty awning. I suggested using the replacement's box for the return or simply providing me with a suitable box. In the end, it was my retailer who stepped in and offered to box the awning themselves, which I appreciated.

So saying I simply “chose instead to request a refund” leaves out important context. I only requested a refund after all the back and forth because I'd had enough and lost confidence in Isabella.

I'm also now left out of pocket with a matching Isabella annex I bought separately for this awning and can no longer use.

Fortunately, I've kept the full email correspondence, so the sequence of events is clear.

I stand by my review. For a premium brand, I expected much better.

Appalling customer service. I am so shocked from this "premium" brand. We asked Isabella if we could have our sun canopy shipped to their sales offices as we are round the corner. Just ask the local caravan centre they said. Called caravan centre who asked the Isabella rep to call me back to confirm model. A week later and no word. Chased and promised a call back. Finally asked a fellow owner which style would match our awning and ordered direct from Isabella website. 3 weeks later no word, called them and "oh its already there". Collected to take on hols. Arrived, pitched up, missing parts!! Called Isabella to request they posted out and they made us PAY for next day delivery on a £500+ piece of kit!! Waited around next day, not received! Chased and they said oops it will be the following day!! Waited again and still no sign!! We are now half way through our holiday and no where to shade out of sun (28-30° days!!) Unbelievably bad, avoid them like the plague!!!!!

EDIT it gets worse! 3 days and still no sign. Asked for tracking link never received it. The reply below suggests we are trying to attach to our unit but we are just attaching to isabella awning. It's been the first week of our family holiday with no shade and trying to sort out this debacle. We live 3 mins from the sales office so we will be visiting on return to make a complaint in person.

Er super glad for vores nye faste helårstelt Villa fra Isabella. Opstillet af montørerne til den aftalte tid og afleveringen meget tilfredstillende.

Stoelen van een merk waarvan je denkt wat goeds te kopen, maar niets is minder waar. De kwaliteit laat sterk te wensen over in o.a. het zitvlak, deze was na 1 seizoen al dusdanig doorgezakt dat je letterlijk op de stang eronder komt te zitten. Maar ook de diverse schroefdelen moeten om de haverklap weer worden aangedraaid omdat door het in en uit klappen steeds los gaan zitten. En nee, het ligt niet aan ons eigen gewicht dat ze doorzakken. Tijd voor een ander merk en dus GEEN Isabella meer voor ons!

God service og svar på alle spørgsmål

A long time customer but our latest purchase is a shambles. We ordered an Eclipse sun canopy and sides direct at the February NEC show. It was for use direct on our caravan and on the front of our Isabell awning. The order was completed by Attwoolls.

But on first use in France it didn’t fit. Isabella and Attwoolls admitted that there were database base “issues” and we had the wrong canopy.

OK so mistakes happen. But then rectification was at a snail’s pace. Measurements were sent. But no immediate response. And no sign of a response this side of September!!

So not much use for a sun canopy in mid September!

Havde besøg af 2 dygtige montører som udervejs i opsætning af vores villatelt, gjorde meget ud af at informere og instruere i hvordan man brugte og behandlede teltet.
Havde en virkelig god, lærerig og ikke mindst hyggelig dag sammen med montørerne fra isabella

Købt et Villa 850 med montering af Jesper og kollega. Virkelig pænt opsat. Tilslutningen der er lavet mod campingvogn er også lavet virkelig pænt. Man finder først ud af om et firma lever op til service når der er fejl. Vi havde et par lynlåse der skulle juststres, og det kom de og gjorde uden bøvl. Driller de mere, bliver væg udskiftet uden bøvl. Skriver man til kundeservice (Claus) bliver der svaret med det samme eller inden for få timer. De er også nemme at få fat på pr. Tlf. Og der bliver også ringet tilbage hurtigt. Vi er alt i alt meget tilfredse med vores køb.
Hvad kan de gøre bedre: Leveringstid og reparations tid. De har travlt, men de er også ærlige omkring det.

We purchased the izabella 400 sun canopy from gossips awwnings and there was no pole storage bag included despite is writen in the item description it mentions a transport bag and a pole bag feel I received it not as described in the specifications as seen below very disappointed!!!
Specification Typhoon Storm Protection, Transport Bag And Pole Bag Included . As stated transport bag and pole bag / pole bag i did not recieve!

Fantastisk service i Serviceafdelingen i Vejle. Sød, venlig og serviceminded ekspedient.
Hurtig og billig service 👌
Kan bestemt anbefales at få repareret camplet-telt + solsejl hos dem

Extremely bad quality and customer service. Apparently their quality control believes it’s acceptable to send out a dirty awning with a missing part and a damaged window then ask me to pay for the repair. Very disappointing, would not recommend.
Update.
I have now spoken to Isabella directly rather than through the retailer, this was a totally different experience and my problems and being sorted.

Kontaktede service afdeling hos Isabella mandag morgen med mit problem (utæt tube), løst indenfor 1 time og ny tube modtaget, på Sjælland, på under 1 døgn.
DET ER SERIØS SERVICE 🙏😁

Hurtig og god reperation af fortelt. God service

Fuldstændig fantastisk service.

Hurtig hjælp. Søde betjening

Just replying back about are zip problem .thsnkyou for your quick response .don't no if I'm being thick .if I take a panel out for zip to be repaired what about the other part of zip which is on the awning side. Also the zip on the annex door has give up the ghost .are feelings for the price we paid over 4000pounds for the awning it's been a massive disappointment .we keep saying to ourselves we which we went for the isabella all season air .can't fault awning material .it's a lovely awning but just fed up now of the zips.we got the awning may 2025 it's 10months old it's still new we wish we never got this one now .like I say customer service brilliant thankyou mr Terry cleaver

Vi har købt et standbytelt hos Isabella med montering. Og så starter balladen... JEG har Ikke fået købt nok fliser så jeg må afsted 3 gange til bygge-markedet. Men jeg får da med møje og besvær lagt dem ud som der står i de papirer jeg har fået på forhånd. Og klodset campingvognen op. Det tog så bare lige en hel dag sammenlagt. Så kom dagen da Jesper og co. (undskyld jeg husker ikke hans navn) kommer om morgenen og starter med at pakke ud og stille op. For pokker hvor er det længe siden jeg har set SÅ EFFEKTIVE montører. Jeg kan kun rose d'herre TIL skyerne og det er kun fordi jeg ikke kan nå højere. Hold fast på dem, de er GULD værd. Og så.kan de godt lide kage. Erik Enold

En tagsyning var gået helt op på vores fastligger Penta telt og det regnede ind på møbler m.m. Ringede til Isabella service, som tilbød at sy teltet med 1 dags varsel. Havde fået pris på dette og kørte til Vejle, og afleverede det. Jeg kunne så hente indenfor 3 timer. Da jeg kom tilbage, havde syet alle sømme i taget, plus sat ny vulst på plus ny kant på udhænget. Endelig havde de også eftersyet lynlåsene. Dette blev gjort indenfor de 3 timer til den aftalte pris. Hold da op, en super service!
Tak, Isabella service. I er bare fantastiske!!