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:07/05/2023

  Type:Service or Repair 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 have placed two orders with reef in the past week. The items I have purchased have been placed on sale and I have requested a price adjustment. There was no response to the email customer service system. The contact number for reef customer service insists that all customer service issues must be resolved by email. I would like to speak with someone to resolve the matter because I was not issued a refund for the difference in the sales price of any of the items. Additionally, one of my orders was shipped via overnight delivery via *** on June 30th 2023 and I continue to wait for these items. I have received only generic responses from reef that tell me to continue to wait for my products. This is very poor customer service. I would urge anyone who reads this to do business with a more reputable company who actually cares about the consumer.

  Business Response

  Date: 07/10/2023

  Hello,

  The customer has been refunded a total of $61.48 back to their original form of payment to apply the missed 20% promotional code and overnight shipping costs.  The shipping costs were refunded as a courtesy since the order was placed on a Sunday, 7/2, and shipped on the next business day (7/3) but due to the July 4th holiday did not deliver until July 5th. 

  Thank you!

   

   

• Initial Complaint

  Date:06/29/2023

  Type:Product 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 made an on-line purchase of a sandal from Reef in approximately two to three weeks ago. I started contacting Reef for a refund on 6/20. They will not answer their customer service number; you have to leave an on-line message. I have added to my message, but nobody has contacted me after ten days. There is a thirty day return window. The shoes are poorly made with **** bottoms which provide no arch support as advertised. I want a refund.

  Business Response

  Date: 06/30/2023

  Hello,

   

  The customer was provided with return instructions and will receive credit for the shoes once returned even though they have been previously worn.  Customer was also sent a $20 gift card code to be used toward another purchase on REEF.com. 

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 product in April (shoes) that are defective and falling apart, as early as mid-May, with minimal wear. I reached out to the company to see if this was common, if there was a resolution or a suggestion. My first communication was May 27th, then June 6th, followed by June 15th, and finally June 23rd. All of this was via email. I also private messaged on Instagram on June 19th. I have received zero communication in return, after multiple follow up emails, an attempt to call (although the recording says they will only do customer service via email) and no indication of a timeline for response. Additionally, the issue has become worse and worse by merely sitting inside of my closet and having been worn two additional times. This is the worst customer service Ive ever received, and shockingly, its from a larger, established company. At this point, its the principle regarding the lack of response, communication, care, concern or desire to assist.

  Business Response

  Date: 06/28/2023

  Hello,

   Apologized to customer for delay in response time and issued a gift card for the amount of the shoe that claim was filed against to be used on REEF.com.

  Customer was also informed that there was upcoming 20% off holiday sale.

   

  Customer Answer

  Date: 06/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered the Cushion Rem Hi shoes from Reef on 5/31/23. I have not received this product and have tried emailing the provided email and no response for about a week. I tried calling as well and the recording said that they were only talking to customers through email. I kept checking my tracking number and then one day *** said that when it arrived in ********** it was damaged. They said they would contact Reef, but the below documentation still says the same thing today as it did over a week ago. I sent reef all the same information and image with no response. I just want to be refunded my money ($63.67). This is order number RF1502480. The customer service of this business is horrific.

  Business Response

  Date: 06/28/2023

  Hello,

  Customer has been refunded $63.67 and provided with a $20 gift card to use on future order on REEF.com.

  Customer Answer

  Date: 06/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 shoes in May 2023, got them within 7 business days.they did not fit. I immediately went through the steps to return them. I sent them back via *** and by their directions. I received an email on May 31, 2023 that they had received notification od my return and I could track the shipment. On June 6, 2023, I received another email that their warehouse had received my return and once they had processed the shipment and return, my payment would be refunded to my original form of payment. This has been 3 weeks ago and I have not received my refund of $65.00. Ive have emailed 3 times with no response and I have called their ***** number with a recording that phone calls are not being accepted right now and to email. I have gone through the website email system twice still with NO reply. I want my money back and this company needs to shut down. What the **** is going on with this company. I read many customer complaints just like mine and this is unacceptable!!!!!! My order number is RF1444762. Thank You.

  Business Response

  Date: 07/03/2023

  Hello,

  Customer received apology and full refund for returned order including a credit for all shipping charges.

   

  Customer Answer

  Date: 07/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 sandals for $72.25 on 5/5/23. I had only worn them a few times when the leather had stretched out so much that they no longer fit. They are too loose to walk in. I contacted Reef, to process a return on the defective shoes, on 6/10/23 via customer care email. And followed up on 6/14/23. After not hearing from them, I called on 6/22/23 to hear on their ***** number that they are unable to take calls at this time and are experiencing high email volume. I am contacting BBB because I have no way of getting in contact with them to return the shoes. Please advise.

  Business Response

  Date: 07/03/2023

  Hello,

   

  We apologize for the delay in response and for the quality not meeting the customer's expectations.  We have completely refunded $72.25 back to the original form of payment which includes a refund of all shipping costs.

  Customer Answer

  Date: 07/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/23/2023

  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.

  On June 4, 2023, I ordered a pair of Reef Cushion Court, Black Sassy, size 10 flip flops (item: CI6695-100-M). On June 10th, I received something very different than I ordered. I was sent a pair of pink, strappy, cork platform, sandals, size 9. My order number is RF1519100. My total was $56.26.I have tried to contact REEF multiple times over the last two weeks since they were delivered. On June 10th, I filed an email with the company informing them of the error (request ******). They acknowledge they received my request, but it has been two weeks and have not heard back. I have called 3 times (once sitting on hold for well over 1.5 hours, until I needed to hang up). Most recently I have called and they said they are not taking calls at this time and only will take online requests. There is no option for a solution to the wrong product being sent in place of what I had ordered and no solution for how to receive the right item. I can't talk to a human, digital requests have gone unanswered and I have no way of getting what I have ACTUALLY paid for.I have now sent a 2nd online request for response (request ******) and am contacting you since my return window is closing and no one from the company will help. I have attached images of my invoice and the tag on the item they sent me for reference. I can also forward the company confirmations that they have received my request. I JUST WANT MY ORIGINAL ORDER!

  Business Response

  Date: 07/03/2023

  Hello,

   

  We have apologized to the customer for the shipping error and are expediting a replacement order to them.  We also noted that the customer can donate the incorrect item they received to their favorite charity at their convenience.

• Initial Complaint

  Date:06/20/2023

  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.

  On June 2, 2023 I ordered two pairs of shoes, total cost *****. I received an email stating the order was on its way however I never received them. It kept saying it was delayed via *** but never came, showed it was damaged and that Reef would need to resolve it. Ive called Reef but they do not have anyone that answers the phone, you can only email them which I have 5 times now asking them to please call me or just cancel my order and refund me. Still nothing! Please help me get this resolved.

  Business Response

  Date: 06/28/2023

  Hello,

  The customer has been refunded in full for the order that was damaged in transit and not delivered and has also been provided with a gift card to use on a future order.

   

• Initial Complaint

  Date:06/17/2023

  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 have called Reef - they send you to an email address. Ive emailed them, they tell you to wait 5 days, then I emailed them again and again and theyve never answered me. This is because I have paid $100 and never received a product for what I paid. They did not send me the sandals I paid for.

  Business Response

  Date: 06/20/2023

  Hello,

   

  Customer has been refunded in full for their order #RF1502515 and claim filed with the carrier since tracking on the product shows as delivered.  Customer was also provided with a 20% promotional discount to use on a future order on REEF.com.

• Initial Complaint

  Date:06/02/2023

  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 shoes from a local retailer about a month ago and wore them about 6 times and the stitching is coming out and unraveling on the top of the shoe I contacted theyre returns department and they said they can only exchange or help me if I purchased the shoes online from reef.com