Surfdome

Unfortunately had a really bad experience with surfdome.
It seems a big scam. I had ordered two shirts for Xmas, 4 weeks in advance. Finally received, after Xmas, a package but instead with two cheap backpacks. Ever since, 8 months have passed, I am trying to get my money back or the right goods. Each time a different customer service person who asks the same and no one gets by the stage of the problem and giving a solution. So much time spent, and still my money lost. Can't believe such companies still exist.

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.

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!

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!

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.

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 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.

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

Do not buy at this store! You are being re-directed to a so called Dutch store. But in the end you have to return an item to the UK at very high costs! If you send an e-mail it takes a month to receive a lousy answer. Misleading and no service. Thank *******@surfdome

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

Item got stuck in customs and as it was the error of surfdome we agreed that it would be returned from there and I would just get a refund - still waiting a month later. They don't respond well and are very unprofessional. Would never use again

This page is a scam. It has been saying my order is dispatched for days. It is now Christmas Eve and I got in touch with them to find out it has been lost. They didn't even notify me of this. Now they are saying I can get it on the 30th of December. Awful experience, I would not trust this site.

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!

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.

Called customer service. 45-minute queue, next in line, disconnected. U.S. Website says free return shipping if you use Paypal. They say that's only for E.U., even though it's highlighted on U.S. site. Chat system is a joke. Reading from script. Just horrific customer service & doesn't follow the policies on its own site.

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.

I ordered two surfboards. One board arrived all well, but the second board never arrived. I am in email exchange with Surfdome customer service for the last 5 weeks and their response is that FebEx is not responding to them... very poor. Feels almost as if I was scammed by Surfdome.

- 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….

HORRIBLE company! I ordered a pair of sandals on Feb 27th. STILL havent received them and have not heard back from the company after they said they would look into this and get back to me. DO NOT waste your time!

I have returned a wetsuit and have waited for 3 weeks to hear anything. Decided to try to contact them, emailed 5 times waited on phone for 1 hour only to be cut off. They say to contact them via email phone or live chat... where is their live chat? I cannot find it on the website. So frustrating to be ignored. Do not shop here if you like to be refunded on unsuitable items.

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.

Package was delayed without notice, customer service was non existent, still have no idea when my shoes are coming, and I regret paying these boneheads any money. No one responded to my emails. Zero stars.

Ordered a hat from the site and it said it would take a month to arrive. The day before it was suppose to arrive surfdome cancelled my order for no reason, didn't refund me the shipping costs and still had the item on there website. I emailed them asking why my item was cancelled and the shipping wasn't refined and they only said I wasn't entitled to a refund in shipping. If that's not a scam then I don't know what is. Item is still on there website...