RoxyReviews 62

I paid $10.99 for shipping and it is taking over a month to get here. When I complain to customer service, they give me the tracking information. I have that and that is why I am complaining. Would never shop here again even if they weren't bankrupt. I get free shipping at other places and it takes far less time to get here. Horrible company!

J'ai acheté des bottes après-ski Roxy, séduite par les caractéristiques annoncées sur le site: imperméabilité, isolation jusqu'à -40°C, et une conception robuste adaptée aux conditions hivernales. Malheureusement, dès les premières semaines d'utilisation normale (balades sur sol sec, herbe humide et goudron), les bottes ont perdu leur imperméabilité, et la semelle a commencé à se décoller.

J'ai signalé ces problèmes au service client avec des photos à l'appui, mais ma demande de remplacement ou de remboursement a été rejetée. Leur argument: il s'agirait d'une "négligence" de ma part, alors que j'ai suivi un usage tout à fait normal et conforme aux conditions d'utilisation du produit.

Les bottes n'ont même pas tenu deux mois, et elles sont inutilisables avant même le début de la saison hivernale. C'est inadmissible pour un produit censé être de qualité et conçu pour la neige.

Je suis extrêmement déçue par le manque de considération et l'absence de solution proposée par Roxy. Si vous recherchez des bottes fiables pour l'hiver, je vous recommande de passer votre chemin.

I have had a very disappointing experience with Roxy. I bought a pair of pants at the Roxy store in Honolulu and returned to my home in Santa Barbara, CA later that day. I don't like the quality or fit of the pants so decided to return them. I first tried to call the store but there is an invalid phone number on the receipt. I then called Roxy custumer service but they were closed. I then called again during "normal business hours" and was told they were unable to help me and I would have to contact the store. They gave my a different phone number for the store which also turned out to be an invalid number. I called customer service back and explained the issue to the support representative Jose who told me that he would have a supervisor call me within 24 hours (and was extremely rude and dismissive). I told him that I would prefer to speak to someone at that moment and that I could hold (I am hard to reach by phone due to my busy work schedule). He begrudgingly found a supervisor to speak with me. This supervisor (also named Jose) was equally rude and dismissive and told me that there was nothing that could be done if I can't reach the store. After I left a bad review, Jose called me back with the phone number for the store. I was finally able to get through to the store and did not have any better experience with them. I spoke to the store manager who attempted to process the return but then when her system did not work told me that she was unable to help. I asked for her name and she initially refused to give it to me, but finally did. She also would not give me the name and phone number of the general manager. I gave her my phone number and asked her to have him call me. I am not holding my breath. I am completely blown away by the horrible customer service and complete incompetence I have experienced while trying to process the simple return of a pair of pants that have never been worn, were purchased (now) 7 days ago, have tags on, and that I have a receipt for. The receipt clearly states that these are eligible for return for up to 14 days after purchase. I have now been working on this return for 5 of those 14 days. This should not be this difficult!

HORRIBLE customer service. I made an online order yesterday. When I submitted it another address appeared for delivery (in the past I sent something to this address which is a hotel). I immediately wrote to customer service and today I called. They cannot cancel the order or change the delivery address. It's ashaming that a big company responds this way... the order was not even processed when I claimed. The cc that I paid with have my address so they can see that I'm the same person paying and asking for a correction.

Don't really understand why Roxy even have customer service. For some reason the site didn't log my unit number, so I contacted customer service so they could just add in my apartment unit number. For some reason their "customer service" cannot edit an order. What the heck is the point of you if you can't help people with issues like that? Very disappointed, won't cancel my order, so I literally have to wait unit it's been attempted for deliver 3 times, and then sent back to the Roxy wearhouse and then I get a refund. I JUST WANT MY ORDER! So ridiculous, won't be making a purchase from Roxy every again.

I ordered a bathing suit bottom from Roxy.com and it was too small. Returned it back to get a bigger size. Was not refunded the shipping fees even though I joined the loyalty account. This customer rep
Xavier Eduardo Verdugo was not very friendly and was unwilling to refund my shipping charges. Very disappointed with the customer service!

My purchase was on May 29. Still waiting for it. The tracking number they provided does not show an estimated delivery date. Terrible service when you contact them.

I placed an order via their website (in Spain). Payment was taken straight away. The package was lost in transit. It took about six weeks of sending emails (to which I received automated replies, a customer satisfaction survey and one very unuseful reply from an actual person) to finally be told that the package was lost in transit and a refund would be processed. I like their swimwear so will buy again but vía a different platform, not direct.

They did not honor the 20% discount for 1st time purchase. Nor would customer service adjust the charge. Just an email run around constantly asking for screen shots I already sent them. Will not do business with them again.

The products is good but so sad poor customer service messed up. Wasted my time I never buy Roxy again.

They have the worst customer service. A few years ago, I signed up to their newsletter for the 30% new customer discount, NEVER received the discount so I reached out to them and they said they couldnt do anything. Today, I decided to give them another chance and placed a new order, unfortunately, I had the wrong shipping address but as soon as I placed it I tried to find a way to change it but they don't give you an option (WHAT?!) even though the order had just been placed. I reached out to support and just like the first time, all I get is a "we can't", and they don't even want to give me the option to cancel even though I explained I will not be receving my order since it's going somewhere else. Today, the order shipped and I received NO RESPONSE from them (yep! They stopped replying). In addition to that, their responses are not even friendly or nice. They basically tell you "we are not doing anything to help you and you need to settle with that". HORRIBLE. Lesson learned.

After working all summer to earn money to purchase her first Roxy Wetsuit my daughter received the wrong wetsuit. After letting their customer service know they didn't send her the right one but asked her to wait up to 20 days to receive refund and asked her to reorder the correct suit. Unfortunately, my daughter's school surf team already started the season so she will have to purchase from another brand in person due to Roxy's lack of competency and customer service. We will never order anything from Roxy again.

Ordered only 3 items. First, was sent 6 items that weren't mine. Used their return label to send back. Had to reorder my items according to Roxy c. S. agent. Yet, I received duplicate orders of the 3 items I ordered & charged for both. Returned 1 of them again, using Roxy's return label. Darned if they're not making ME pay for their incompetence! EDGAR TAPIA at ROXY tells me the return label policy can't be modified. My shopping sites certainly can be modified, and will be! NO MORE ROXY!

Spent about 12 hours of my time talking with customer service. One lady was very rude and even hung up on me. Nobody is on the same page. I looked forward to getting a dress that I had my eye on for months to 3 weeks later find out it was out of stock. This was my first experience shopping with Roxy and I do not think I will be back.

I regularly order from Roxy and like their products. However if you have to return any items you can wait ages for a refund and when you finally get one it is the incorrect amount. I am in dispute with them over a sweatshirt I returned. It has taken 6 or 7 emails to them and several automated responses to get a refund which was incorrect. They are now not replying at all and therefore I will never use this company again. They fail to realise that customers may re-order or exchange items if they received refunds promptly but this return statement of 30 days, 10 days to process on receipt and the 3 working days for the bank is a nonsense and let's them down badly. I asked for an item to be sent as a good will gesture using my unreturned refund and they have not replied. Also its as if they haven't a clue what you have returned but you start a return on an order and yet when you query the return they want the information again and then refund you for something they have already refunded you for. However in my case underpaid me but equally, if you do get paid you may be overpaid

Tried to order some luggage 4 days ago. My oder wouldnt complete however Roxy took payment from me three times. I have emailed them 3 times since to try and solve the problem as it was alot of money they taken and ive yet to hear from anyone from their team. Outraged by their service and feel like this money has been stolen from me.

... no answer from the phone all of the emails bounce back as undeliverable. Not sure they are still trading.
I returned a product and have never been refunded even though I know they have received it... there is no way of contacting them!

I ordered $500 of ski gear (which in my opinion is a lot). I had ordered for Black Friday and decided I needed to get black instead of white due to fears of it getting dirty. The first told me they would not honor the price I had received and the do not do an exchange. FIRST problem I had with them. I then decided okay I will just return the items since I did not want to pay nearly $700 in apparel. I created the label 12/4 and returned the package to the shipping carrier 12/5. On 12/6 I was notified the package was picked up from the shipping agent and "in transit" and on it way to Roxy. There is absolutely NO tracking detail, just in transit. I called them 3 weeks later (given it was the holidays I understood the delay). They told me they had no details, maybe it was at the warehouse but they were backed up. They told me to call when I got to the 4 week mark as their returns 2-4 weeks (this was NEVER information provided to me when speaking to customer service about the return label). I called 12/31 as they instructed me to. They then told me the 4 week mark was tomorrow (1/1) however they will be closed, call 1/4 and they will manually issue my refund. I called 1/4 and they told me they still have not received the package and they will have to investigate. It's now been A MONTH since I sent back a package to them. I have little to no information on WHERE this package is. They were absolutely no help and told me there was no manager on site for me to speak to. I was told they were going to investigate and expedite my return. They told me to expect an email in a few hours - I never received anything. I will be contacting customer service for now the 5th time.

I will never order from this company. Their staff is beyond unhelpful and this is a ridiculous chase to get my money back.