SurfdomeReviews 79

After using surfdome for years often spending upwards of £100-200 per month they have now been taken over by brand alley, wiping all of the decent surfing and skating brands for "trashy cheap products"

It's basically a lame Alibaba of clothes now, will never use again, avoid at all costs!

Disgusting delivery service, I could not assess the quality of the clothes, because I have not received my parcel since February 2022. As a matter of fact, no one has returned the money, and it's been almost a year. Customer service writes that unfortunately, it is impossible to solve my problem. How is that even possible? I do not recommend it, do not order anything here!

After 5 weeks there is still no sign of my order. Two emails to Customer Relations have been responded to with "we will investigate with the coyrier" and then nothing further is heard from Surfdome. Reviews of their courier service are a litany of complaints about orders never arriving.

They represent like they have a Canadian store, although all their goods ship from the UK and then your hit with 30% duties/taxes. When you land on the site it says would you like to shop at Surfdome Canada. There is no mention that all goods ship from the UK. Stay away
Also their customer service is terrible

I was scared at first but all my items arrived within 1 week of ordering to Singapore. They have good selections of products that I can't find locally.

If I could give 0 stars I would.

I ordered 2 items for ny daughter, one came through missing a wetsuit which wasn't cheap either I might add.

I raised it as missing and told I'm a liar. I have been told it was packaged and sent... I've got nothing in terms of support, had an online advisor using CAPITAL letters in responses "IT WAS INDEED PACKAGED CORRECTLY'. So far I'm 40 pounds down, no item, no support and about 4 hours of back and forth to try and get something done about it.

Asked for complaints process and procedure and was given the main 'contact us' link which I'd already used to contact the person I was speaking to!

First time I've ever had the misfortune of having an online order go wrong, might not be the last but I can assure you it won't ever be with this company again. I'm pulling my hair out trying to deal with this and apart from being called a liar and a thief (that's what is being suggested) I've achieved nothing. Would I really spend this much time and energy if I was a liar and a theif? Really?

So angry... Next action I guess will be to take it up with my CC provider who'll give me back the money and then take it up with them. Honestly running out of energy and I'd strongly advise against anyone using this company as it stands.

If rectified I may edit this post slightly... But for now, not a chance.

Contacted the supplier on multiple occasions with little to no response.
They have my money but I have no product or understanding of what is going on.
Very unhappy customer, dont use this company.
I should have just driven down the road to ripcurl as it would have saved the dramas but you learn from your mistakes.
What a joke of a company

I ordered a surfboard. It arrived on time but when I opened it, I realized it was damaged.

I sent a message to customer service right away with photos. It took them a week to respond. They offered me a discount or return + refund.

I asked for a return + refund and no response. It's been over 2 weeks. I'm appalled by their lack of response.

I'd be extremely cautious purchasing a higher priced item here unless you have the money to blow.

Very slow process and recently bought the item but never arrived and after ton of sarcasm email then only they refund the payment but the process takes probably 2 months to settle with their customer service which is sucks since they only reply 8 days once hahahaha i also dont know what they do at works. Their delivery partner also not helpful and not well recognised so dont bother to call or email for updates you never get the update from the courier. Thanks!

I ordered a product compatible with a backpack that I own from the same brand. What I received in the mail was a larger and different model that was not compatible. I sent over 10 different emails and help requests, and racked up close to $200 in international service call charges, not a single response. They did ship the item fast, but better hope they decide to send you the right product and don't expect a return because their customer service is virtually nonexistent.

I panicked a bit as I didn't get a confirmation email, then read all these terrible reviews and thought I might have been scammed, but I called CS (5m wait) and turned out I made error on email info. Items arrived quickly and as described for an excellent price. I would say to other reviewers to read the t&C's on returns when buying online. I have made the mistake before ordering shoes from Spain and return was too costly to be worth it. It's part of the deal being able to order cheap stuff from around the world. If in doubt, support your local shops. This is a legit company that gave great service and support. Thank you.

I had the most awesome experience with this company order a surfboard it came a day early. Was worried about other ppl reviews about the customer service experience but lucky I didn't have to go through that. All smiles

After multiple emails sent to explain the tracking wasn't working and the item seemed to be lost, instead of responding with help they send me an invoice after 8 days of no response. Can't contact them via the phone.
Easily the worst service i've ever experienced.

Awful service - do not use this company! I ordered over £430 worth of clothing back on 22nd April after being a customer of theirs for a few years now and always having had a good experience. A package arrived very quickly but contained all of the wrong items (I received horse riding equipment that Surfdome does not even sell - apparently the warehouse is shared with a number of other shops and the customer care person made it sound like this was a recurrent issue). I was asked to return all of the equipment but had to register one of my items as a returned item as there was no option for 'wrong items received' on the online form, which has caused complications on future calls to the company. I issued back the wrong items on 28th April. I then had to wait until 3rd May for confirmation that they would request the correct order be posted out to me. It's now 9th May and I've still received nothing. No further comms from Surfdome or from a delivery company, nothing. I called today and after having been on hold for half an hour was told that only the previous customer services contact I spoke to can help as they all work remotely and there are no details regarding my particular case on their system. This is hugely frustrating after I've received good service from this company before. I'm not sure if the changes relate to restructuring or reorganisation due to Covid, but the service I've received is completely unacceptable. I received a 15% refund after I made a complaint the first time, however they still have over £350 of my money and I've still received nothing. I'm currently still waiting for a call back today. The whole thing has been thoroughly frustrating. I don't usually write bad reviews but felt I had to warn other customers about them!

Seems they kind of just do what they want, if they even want to. Order from them…spent almost $300 - ordered 4 sandals. Didn't get one - contacted them took like 4 days to respond. All they said, was the package damaged? Which it wasn't but I sent images of the box and showed what it looked like when I received it. That has been over a week ago emailed them again & still have not heard back. HORRIBLE customer service! Even afraid to return anything I did get because I DO NOT TRUST THEM! Very shady business! You may get your item, you may not get all of your items, have really NO IDEA! Again they do what they want & do not stand behind in any way in any respect to true customer service. Be prepared to lose money & have your time wasted! I will NEVER prefer from them again! Don't let their cheaper prices fool you! Wish now I had NEVER found them & their shameful business. Stick to places you can trust! Good thing I'm only out $30 for the sandals I never received, and now have to keep the $86 ones I wanted to return.

I received a faulty product four months ago, it took me three months of correspondence to get an approval from a warranty team to send it back. But they keep sending me links to print the label that doesn't work. Four months of countless emails back and forth and I still cannot send it back. They don't even answer me anymore although they already agreed to give me money back after I send them the product. But they made it impossible so I received no service after hundreds of massages. This is exhausting and infuriating and illegal and unfair. Their costumer service does not exist, they are inefficient, nothing gets done only useless correspondence.