Complaints

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.

• Initial Complaint

  Date:09/09/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 1 pair of Fanning slides, shipment # XDL11204827. The order was placed on August 25th but due to countless delays, I didnt receive the order until September 5th via Delivery Direct. This is their excuse verbatim: I regret to inform you that due to unforeseen discrepancies on the flights coupled with inadvertent delays, the shipment is now experiencing an unfortunate delay. We are still awaiting confirmation on the pick up of this shipment from the airport. When I received my package, the box was damaged and the shoes were obviously used (small rocks stuck in crevices in the bottom of the sole, dirt in foot bed, bad odor, etc.). And they were just tossed in the bag and not attached to the plastic holder. I immediately took pictures and notified REEF. I havent heard back to this day, even after resending the email 8 times and calling. They even hung up on me during a call! I had to file a dispute with my bank. The sandals are still sitting next to my front door to this day.

• Initial Complaint

  Date:08/11/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 pair of Sandals. Order # RF3190613 ..When I received my package, the box they were in was retaped. I took pictures right away and notified reef. There were no sandals in the boxes. I also provided pictures of what I received as requested. Reef customer service said there was nothing they could do for me. They said when the package shipped it weighed what two sandals should weigh!! If the box was opened and retaped with sandals missing I am sure it was not weighed when it was delivered..Unbelievable. The employee badge number is ********** that made this decision. I paid almost ****** dollars and I am very disappointed with Reef. I feel they should refund my money. They have pictures of the box and inside boxes. As well as shipping label and retaped box.

• Initial Complaint

  Date:08/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 online order with Reef on July 25, 2025 (Order #RF3174873) for a total of $185.32. The items were listed as in stock, and Reef estimated it would be delivered by August 1.However, the package was first marked out for delivery on July 31, which was even earlier than Reefs estimated date. Despite this, the order was not delivered. The tracking later updated to show it was out for delivery again on August 4, yet no package ever arrived. It is now August 5, and the tracking has remained unchanged.I first reached out to Reefs customer service by email on August 4, expressing concern. I received only a generic automated response and have had no follow-up from an actual representative. I followed up again the next morning, including a screenshot of the tracking, and still received no real ********** make matters worse, I called their customer service line at 4:00 PM on August 5 well within their posted hours of 9:00 AM to 6:00 PM but their voicemail said they were closed.I also contacted the shipping company, who said they are looking into it. The tracking still shows out for delivery from days ago, and there is no resolution in sight.I live in ******, **, and Reef is based in ********, **, so delivery should have taken no more than two days. Given the repeated delivery issues, zero customer support, and now the total lack of transparency, I am extremely dissatisfied with this experience.Desired Resolution:I am requesting a full refund of $185.32. I do not want a replacement shipment. The order was never delivered, Reef has failed to respond properly, and this experience has eroded my trust in the company.If this issue is not resolved promptly, I will proceed with a credit card dispute to reverse the charge.

• Initial Complaint

  Date:07/24/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Reef's return policy creates a dilemma that forces buyers to forfeit any attempt to receive a refund. **************** informs individuals requesting a refund that the customer service agent has to submit a request to their warehouse for a refund. If the product was shipped, Reef refuses to provide a refund. If the product was not shipped, they will provide a refund. Reef's return policy is intentionally deceiving. By separating the customer service agent and the warehouse, ********************** can intentionally delay the refund request until after the product ships, then forcing the customer out of an option for a refund. Therefore, Reef implements improper and unethical marketing strategies through their intentionally deceptive refund policy.

• Initial Complaint

  Date:06/30/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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.