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Business Profile

Surfboards

Reef

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 113 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pair of Reef sneakers after seeing claims that they were comfortable and backed by a warranty. I also followed their recommendation to order a half size up. I wore the shoes for no more than two hours before I had to take them off due to constant friction that caused painful cuts on my feet. Theyre way too big, and while I was originally going to order my usual size, I trusted the manufacturers sizing guidance.I reached out to customer service hoping for a remedy, even just a credit, since Im now out the money and stuck with shoes that are neither comfortable nor wearable. The response I got was simply, Sorry you had a bad experience, and a note that comfort issues arent covered under their ********* felt really dismissive and poorly handled, and I want others to know that this company doesnt seem to value its customers once theyve made a purchase.

  • Initial Complaint

    Date:06/24/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for two pairs of sandals on ********************** on May 23, 2025. On May 28, I received tracking numbers from **** and ****** Since June 2, the package has been stuck in *********, ***I contacted Reef several times. I received one reply on June 7 saying the delivery to *********** could take 710 extra days, with an expected delivery by June 20. That never happened. On June 23, ***** confirmed the package is lost, but said only Reef can file a claim.Reef told me they could only reship the item or issue a refund. I explained I need the sandals for an upcoming trip and asked for express shipping. They refused and insisted on a refund. I asked to speak to a supervisor and was told I would be contacted, but no one ever called me back.This is unacceptable customer service. ********************** should take responsibility and offer a better resolution.

  • Initial Complaint

    Date:05/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the Reef Neptune order RF2714013 for my trip overseas. I wore them for about ***************************************************************************************************************************************************** this area. I attempted to contact customer service and was told this was normal wear and tear and they refused to further assist me.

  • Initial Complaint

    Date:04/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of Reef Flip Flops (Cushion Bonzer Sandal). They were fairly comfortable at first, but then I noticed i started to get a few marks on the top of my foot and also between my toes. At first i thought maybe I just needed to break them in. I wore these 4 timesplease see attached photos. I can barely walk. Im considering taking legal action. The way these are made puts the pressure from the stitches directly on top of my foot and the thong area between my toes.

  • Initial Complaint

    Date:03/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a pair of sandals and returned them because they did not fit. I printed the shipping label provided and dropped off the sandals packaged with the return label weeks before the due date in order to get a refund. Reef said they did not receive my return even though I followed their online shipping return instructions. They also removed access from being able to view the shipping label they provided.When I emailed customer service, they told me I needed to provide proof of dropping off the package. They first asked for a shipping number yet they were the ones who removed access to the shipping label? So I could not provide this. I dropped off the package at a *** drop box. Theres no person overseeing the drop box since its located outside a shopping mall. I told the customer service *** the situation yet he kept insisting I needed to go back to the mall and someone would help me with finding proof. This was not true and the customer service *** did not know what he was talking about. There was no one at the mall that could help me or even get security footage of me dropping off the package. I just want my refund. I followed the return instructions that the business provided so I dont understand how Im at fault especially if they revoke access to the shipping label/number after a certain time period so I cant even see a status of the package after shipping. I am a regular Reef customer and I buy sandals regularly from ********************** for work and leisure. I wouldnt spend my time writing this complaint if I wanted to **** a business that I regularly spend my money on.

  • Initial Complaint

    Date:02/23/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a pair of sandals for my toddler. They were sent to an incorrect address. I reached out the same day and more than a handful of times after that to get this corrected. They made ZERO effort to help me. *** said they had the power to make amendments up to 48 hours and they did not, *** wasn't passing blame, just explaining how the process works for senders. This is really disappointing, I've been buying and recommending this brand forever. I couldn't get anyone on the phone and the replies via email were either computer-generated or an attempt to shrug me off.

  • Initial Complaint

    Date:12/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To Whom It May Concern,I placed an order on December 9, as a Christmas gift for my mother. Unfortunately, it did not arrive as of today, Dec 26. The screenshots provided shows the estimated delivery date as Dec 13. As I track the package, NO DELIVERY date is shown. I called Reef customer service line and spoke to ****** ********. He was extremely rude and very unpleasant to speak to. I requested a refund or some compensation due to NOT RECEIVING my package, but he declined any compensation.

  • Initial Complaint

    Date:07/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had issues with 2 pairs of sandles from Reef. They started to deform the more i used them making them hard to walk in. I filed with them and they in their head MADE up that i left them in the sun. This is 100% false and they have no proof of this! Also having issues with the straps. Will be letting Amazon know of the * rating this scammer company has as well. Order # ***-1071117-2869066 They have a fake warranty with bot like support.

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    07/22/2024 at around 4:15 to 4:30pm. Asked female budtenders if the product miracle fruit 2 had a pinene due to his wife's (myself) anxiety. Female budtender advised absolutely not after checking their system. Purchas d items and when we got home, they both contain the exact terpene that was told couldn't have and wouldn't be in medicine. This is dangerous. When I called to get resolution was told on recorded line that was he agents name was *****. Then he came back on line said his name was ****. Lol. When I asked for clarification he said *****. So...*****/**** said the Reef dispensary never picks up the phone when they transfer and had no other options besides a callback. We are still waiting for a callback from 2yrs ago of Curaleaf not applying our overage from deliveries to our accts. 3 separate accts are owed cash money as well. All transactions from all 3 accts are documented in there system as well as our access online to our accts. When we tried to resolve the cash issue, we were told to receive credit or nothing at all. What? You rip us off and misrepresented your product and pricing and don't want to make us whole with the cash you embezzled? Really. We need action bc they are unwilling to even answer the phone let alone make us whole with what they lied about and stole from us. Pls help. ***

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased sandals April 2024, they were received damaged And a replacement was sent on 4/24/24. The replacement pair is also damaged and is now causing severe rashes on both feet where glue meets the top of my foot. I now have two pairs of very expensive sandals that I cannot wear, and the company will not send a replacement or refund. I am willing to send both pairs back.

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