Surfdome

I ordered a backpack by osprey and paid via paypal. The confirmation email mentioned that I would be notified when they shipped the product (I live in Germany). When the estimated delivery day arrived and I hadn't received any email I became alerted by that. I started researching reviews and came across lots of alarming stuff, which started to freak me out a little. That evening I wrote to the customer support asking about the tracking and the shipping status and in a later email I decided to cancel my order.
The next morning I received to answers. They told be that they shipped it and provided a tracking number and told be that therefore the order could not be cancelled. The shipping arrived that same day and contain exactly what I ordered. That was a great relieve, because after reading several alarming review, I have not expected that to happen.
I cannot tell you much about Surfdome, I was a first time costumer. But luckily for me, I received my order just as described. The customer service responded the next morning with was great and I received my order just one day late. What did not work was that I have never received a shipping email.
I am writing this review just to share with you, that if you ordered at surfdome and are reading all those things here, there is a change that all will go well.
Good luck!

*****WORST CUSTOMER SERVICE******
I have ordered a few times from here before and for Christmas my mother purchased two pairs of vans for me and my partner. I also had a third pair from Vans official ( whom I shall stick with in future) I accidentally got the returns label mixed up and sent the Authentic Vans back to SurfDome and they was SIGNED for from a staff member, and on realising the mistake I contacted SurfDome to ask how I could get them back after a simple mis-understanding.

I received a blunt response to say sorry they they wouldn't be in a position to look for them and let me now how I can collect them from them.

So basically they are refusing to return my footware (at my expense of course) that never even came from them! Out right Disgrace! They do not value there customers and try and help with a simple mis-Hap. Shame on your Surf - crooks!

I sent my item back to be refunded your week ago using the HR code this with me when I quoted them asking where my refund was they said they never received my parcel

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!

On May 11,2020 I ordered a pair of Oakley Flight Jackets from them because there site had them priced lower then anywhere else and I thought I was getting a deal. My credit card was charged immediately. I received a follow up email from them with my FedEx tracking number. At first I was impressed on how fast it came over from across the pond and I was expecting to receive the package on 05/13/2020 and FedEx is pretty good with their delivery dates. I tracked the package to the FedEx main hub in Tennessee where everything goes prior to coming to Florida (I use to work for FedEx so I know how the shipping goes). Shortly afterwards I receive an email from FedEx saying that my Item needs a drop ball testing certificate in order to be released from customs. I never received any notification like this before when buying products or glasses from overseas. So I contacted customer service and spoke with some woman who started off friendly at first and actually found the email that FedEx sent them about the drop ball lenses testing. She mumbled something about " it's the warehouse job to send out that information and continue to check you FedEx status. I kindly asked her if she can send me a follow email on when they respond to FedEx with the information. After that her attitude changed and she mumbled " it's our warehouse responsibility to sent that out with the package and just keep checking your FedEx status. If you sit in front a damn computer all day how hard is it to follow up with the customer by sending a simple follow up email. So I quickly called my credit card and got the charges reversed. I will never get those glasses I just spent the extra and ordered the same pair stated side and will receive them tomorrow. Don't do it! They are a fraud and magically there phone lines don't work now. I called three times and sent an email.

I ordered a 5 pairs of flipflops and the box came destroyed with only two inside. Contacted them and it's been months with no results.

Really really disappointed. I purchased a snowboard from surfdome recently using my credit card. During the purchase I was asked to complete several security checks, which I did and subsequently placed my order with the delivery date being guaranteed by Tuesday the 17th of december. After processing my purchase i received an email asking for a 'processor authorisation code' and to provide this within 72 hours.
I proceeded to contact my bank and the response I got was that there is no authorisation code and they had never hear of it. I then emailed surfdome SIX times with no response. Not even an acknowledgment of my emails. They asked me to provide a code within 72 hours but then refused to respond or answer my emails?
I work in the snow industry and because of not receiving a response from surfdome the order has now been cancelled and has left me unable to work on Tuesday. This will result in a loss of money, work and potentially my job due to the company just not responding to my emails and me not having the gear I purchased by the requested date.
Having been in the snow industry for quite some time, I often recommend surfdome for gear to my clients (up to 600 people per season). I will unfortunately not be recommending surfdome again to any of my clients, the customer service I have received for an item that costs almost £500 is not acceptable. It is also not acceptable to guarantee a delivery date and then cancel my order while totally ignoring my emails. I was asked to respond to the email sent by surfdome, to which I did, and to which I was totally ignored.
I would never expect customer service of such a low level from such a reputable company. Really unhappy with how I have been treated and how it will affect my ability to work.

- ordered 2 surf bags on 17.01 (payment & delivery was fine!)
- created a return request on 23.01 (one of the bags didn't fit)
- creation of returning label in their system didn't work (bug on page?!)
- wanted to use the promoted „live chat" —> does not exist
- watend to make a call the support number *******042 —> does not exist
- wrote an e-mail with my issue on 23.01
- due to no response I wrote another mail on 29.01
- due to no response I wrote a third mail on 07.02 with an explicit request for the label and not again some link
- got feedback by customer service (Miguel) on 09.02 regarding my mail from 23.01 telling me „The issue has now been fixed so you can now use Rebound to generate your returns label" —> but it wasn't fixed
- answered Miguel on 09.02, that the issue still exists
- got feedback by customer service (Ryan) on 11.02 regarding my mail from 23.01 with a link to the failing system - no trying resolve the issue at all
- got feedback by customer service (Ahmed) on 14.02 regarding my mail from 07.02 —> again just with a link to the failing system - no trying resolve the issue at all
- got feedback by customer service (Miguel) on 16. 02. 02 regarding my mail from 09.02 telling me there is no order (because they were using the wrong mail address)
- answered Miguel with the order no. And that he is using the wrong mail address on 16.02
- got feedback by customer service (Miguel) to feel free to send the package back on own cost
- reached out to PayPal to get professional help
- shipped both bags back to Surfdome on 22.02 by paying 35€ (PayPal gave me 25€ back on 23.02)
- received my money back on 16.03 —> almost exactly 2 month after I order two simple bags for a surfboard

To sum it up: all of their promises didn't work: no live chat, no phone, bad customer service and no free return shipping and paying 10€ for nothing ….
Never ever will I order again at Surfdome…what a horrifying and exhausting experience…

And not one apology or anything trying to solve my problem or to keep me as customer….

My delivery date had come and gone and no skateboard arrived. I probably wouldn't have minded if the company had made clear that the board was on its way. However, when I used the tracking information I had eventually received, the status never changed. I spoke with Fed Ex -- to two different people -- and both said the same thing: you have to call Surfdome; we never received a package from them -- they only generated the shipping label. When I called Surfdome the next day (after being on hold for over 25 minutes) I was told it was FedEx's fault. I was told a new board would be shipped to arrive in 2 days. I asked if Sufrdome does anything for customers when they are late like this (e.g. Discount). The rep said they'd have to do an inquiry first. After we got off, I only received a note about an inquiry, but no new shipping info. I had to call back -- and wait on hold once again -- and I was told that they couldn't ship yet until an inquiry was done. I said I didn't want an inquiry. I know what FedEx will say: they don't have the package. I then requested a refund and was told that it could not be done until an inquiry is done. I then found multiple reviews online (that I regret not finding earlier) saying this company is a scam, with many similar stories. Of course I've not heard from the company about any inquiry, but several days later I received a notice that the board had been shipped (meanwhile, I had requested a refund and had already ordered the board directly from Arbor skate -- 1000x smoother process.) So, I called FedEx and refused delivery -- they confirmed once again that the board had never been given to them until that day. I then told Surfdome I refused delivery and wanted a refund. Their response: we need to confirm that you've refused. I even gave them the confirmation number from FedEx. And it would take all of 2 minutes for them to confirm. Still no word and no refund. I'm going to cancel through my credit card. Next stop: finding the relevant agency in England to file a complaint. DON'T WASTE YOUR TIME WITH THIS COMPANY.

AVOID THESE CON ARTISTS! Sold me a Northface hoodie where the the pocket pulled the material apart - spoke to another dealer near me and they agreed it needed to go to Northface. Spoke to Surfdome who asked for pictures - they then blamed me and said it wasn't covered under warrantee!? Point blank refused to sort anything or talk to Northface for me. I went to my local Northface franchise shop and they agreed there was an issue with the build, sent it off for me and it was sorted out by Northface with no issues asked due to their brilliant 2 year warrentee - buy elsewhere these guys have the customer service skills of an ant. 'Guillaume' was my rude, incompetent useless lazy oaf who simply couldn't be assed to do anything for me! DO NOT BUY HERE to save a couple of pounds, buy somewhere more reputable - the few pounds I saved has cost me 4 times this trying to get some customer service. Fuming is an understatement. If I could give 0 starts I would - I have reported them to Northface and they are so far shocked 'Surfdome' made this incorrect lazy decision on their behalf!