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Review from Ramona S
1 star10/24/2023
I'm ****** On August 18th 2023, I flew back home to say my goodbyes to my brother who passed away. Wanting to do a Ohana adventure, I booked a Outrigger canoe ride for my sisters, party of 4,I booked at 1:30-2:00 pm on August 18th 2023. The itinerary stated that we meet at Waikiki beach by the statue at 8am Aug 19th for our outrigger ride scheduled at 9am. My sister ********************************* got there earlier and wanted to have her grandchildren join us, and purchased 6 tickets instead, not realizing I already purchased the 4 tickets in advanced. when we meet, I told the gentleman ****** of the change from 4 to 6 people. ****** informed me that I can get a refund and gave me the number to the office to call. I called around 8:30am on August 19th before the canoe ride to cancel my tickets and ******* informed me that she would refund my tickets and to call her back because she was very busy with the bookings. I continued calling the office to get the conformation# of the refund that same day. I called Daily from Monday, August 19th thru Sept 5th. Leaving messages for ******* with the receptionist and leaving voice mails to no avail. I do have my sister's receipt for the same adventure, date and time that was taken.I am very disappointed that Big Wave **** refused my calls and request for a refund. In reviewing my credit card statement with ************ ***************** ******, she informed me that Big Wave **** refunded my purchase on August 22, 2023, then re charged my credit card for the same adventure on Sept 22, 2023. for a Canoe ride that was not taken. I am so disappointed that I am being charged for services that was not taken/used. and the refusal to refund me within the 24 hr notice period as stated on their website. **** informed that the 3rd party vendor is refusing my refund for the services not taken.Review from K. Z.
1 star07/12/2021
Seems like people have good experiences when everything goes right, but beware of the customer service should something go wrong. I paid for a 1.5 hour lesson and my instructor showed up late and brought us in early, resulting in my lesson lasting less than 1 hour. I spoke to the owner, Dave, who got angry and defensive and hung up on me. I had him on speakerphone and my friend was shocked with how aggressive and emotional he was. Then he texted that he’d refund me but never did. When I followed up about it, he ghosted me (see text screenshots). Later, I spoke to Dave’s wife, who said she’d look into it, and then like her husband, ghosted me when I followed up (see text screenshots). If you read the negative reviews on this business, Dave often tells people that he’ll do a better job when they come back to Hawaii, but says nothing about refunding them to make it right. This isn’t fooling anyone. If you bought a defective Apple computer, it would be messed up if they said, “We won’t give you a refund, but don’t worry, the next one you buy will be better” Lol, what a joke. This weak customer service doesn’t even make them money since most people know to file credit card disputes when they get ripped off. There are plenty of amazing surf lesson companies here so if you care about customer service, steer clear of Big Wave Dave’s.
Big Wave Dave Surf Co., Inc Response
07/14/2021
Lies, lies and more lies, this is an angry customer who claims her lesson was short, however it was NOT, she is doing whatever she has to do to get money back, maybe she overspent during her vacation that when she got back home she started disputing charges on her credit card..... We spoke to her multiple times and she did not have a valid point, she was serviced and treated well...... however her multiple threats do not validate a refund.....nor does her slander via any social media platform...... she was very rude and kept showing up at the shop saying to refund her or else. This is her 4th social media copy and paste post...... we are done trying to work with her......her analogy of buying a computer that doesn't work is IRRELEVANT(purchasing a product vs receiving a service), she came on the lesson got instruction on land and in the water, caught waves, had a great time and now is complaining that it should have been 10 minutes longer, days after the lesson NOT on the lesson day? interesting right? A FULL refund based on a personal opinion? Our team is highly skilled, trained and experienced, we are dealing with the ocean, and our instructors and guides know when is best to bring clients in from the water......... safety is ALWAYS the most important PRIORITY in our services we provide. We service hundreds of clients weekly, with a 100% safety record, and a high rating for customer service and satisfaction, we take pride in what we do and love our customers. Mahalo.Customer Response
07/20/2021
Sheesh Dave no need to use words like “lies”, “multiple threats”, and “slander” lol. And the assumption about my spending habits further demonstrates a lack of emotional control. I’m just warning the public about how Big Wave Dave’s has bad customer service. I showed up at the shop once, not multiple times. I was calm like I am now, not rude. This is my 3rd post on a public forum, not my 4th - but I’ve got one more to go :) The analogy is about customer service, neither products nor services. The lesson should’ve been 30+ minutes longer, not 10. I called you the very next day, not days after. Yeah yeah our business is strong, we love our customers, blah blah. Back on topic…this is about listening to your customer, not fighting with her and then advertising your business’s credentials lol
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