SurfdomeReviews 79

I have been a customer with Surfdome for years now and sadly, have to provide a low rating due to the utterly appalling service that I received upon returning a pair of trainers that Surfdome sent me in the wrong size (their error.) This was inconvenient but accidents happen, not a problem HOWEVER I had to send dozens of emails to get an update. Every time I was answered by a different customer service person. They eventually refunded me but refused to refund the postage that I had to pay to return the item! Despite the fact that one of the MANY customer service agents had said that they would. I really don't have time to play email tennis and it was the most ridiculous and unprofessional customer service that I have ever experienced from the UK. Get it sorted. Awful. Disappointing.

- 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….

After reading all the bad reviews here we had serious doubts. But our order (branded, expensive surfskateboard) was fulfilled impeccably. Order was due to arrive on 2. 3. 22, but we received it 2 days earlier.(order date: 22.2.) The skateboard is even better than expected and we will definitely order again. We surf and skate. So it's the perfect store for us. The product variety and quality is ******* times better than what we could find herr in the UAE. We're more than happy!

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.

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 a Snowboard from Surf Dome to Canada and it arrived as advertised earlier than expected. The customer service response was prompt with my tracking number when I contacted to ask (I was nervous of the bad reviews) and it was shipped out as promised and arrived in Canada as promised. I had to pay Canadian duties ($60 on a $400 order) and it was delivered the next day. Not sure what the other bad reviews are about but my experience was seamless and I will definitely order from them again since they were significantly cheaper than any other retailer of this product

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...

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.

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.

Ordered two pairs of Birkenstock and order arrived on time and delivered items I expected. Was nervous when in saw other reviews however my transaction with Surfdome couldn't have gone any smoother.

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.

I used to love Surfdome when I lived in the UK so I was excited when I found out they now have a Canada site. I placed an order and had no updates for over a week. I did not receive any notification that my order had shipped and then when I asked about my order I was given the wrong tracking number and had to contact them again and get a new one. They seem very disorganized. I will not likely shop with them again.

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

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 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.