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Business Profile

Surfboards

Reef

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Surfboards.

Complaints

Customer Complaints Summary

  • 108 total complaints in the last 3 years.
  • 12 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:05/28/2023

    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 read an article about what clothes to wear in *****. Reef shoes were mentioned, so I went to the site and ordered a couple pair. I didn't realized until the shoes arrived that I never received an email confirmation, so I didn't have an order number, date of the order, or the amount for the shoes. When I went to return them, I was told I needed an order number and an amount, which I didn't have. They said they couldn't return the items without this information. I told them they had my address and name and they should be able to locate my order. They do this so they don't have to return the items. They show that they are associated with Rockport, which made me believe they were associated with Rockport shoes. I am now stuck with these shoes. I think they are another *************** that is bilking the ******** public.

  • Initial Complaint

    Date:12/22/2022

    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.
    Company needs to be shut down by the **** The BBB needs to recommend this! They have a fake waranty where they just play the run around game and or just ignore customers. 3 times i have filed with them to get warranty support going on over 3 months. They are now just making up new terms and rules to keep the run around game going. I have submitted everything they asked for now 3+ times. It's clear they will ignore this as they have all other complaints with the BBB. The BBB needs to please recommend the *** look into these scammers!

  • Initial Complaint

    Date:12/12/2022

    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.
    RF1176389 I ordered two items from them and they shipped it to me with a missing item and 1 incorrect item. I have tried to reach out via email several times and have tried to call them and been on hold for an hour with no assistance. I am requesting a FULL refund and a return label for the wrong item.

  • Initial Complaint

    Date:12/02/2022

    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 placed an order with Reef on 9/5/22 for two pairs of shoes totaling $103.36. This order was delivered on 9/12/22 (order RF1116680). One of the pairs of shoes arrived with two different sizes. I contacted customer care via email on 9/12/22 and 9/19/22 with no response. I also tried to call several times but never got through to anyone. I decided to go the route of returning the item asking for an exchange and included the paper copies of the emails that were sent. Tracking shows that the item was received back by Reef on 10/26/22. I have yet to receive any response, exchange, or refund. I have tried to call several times more and sent another customer care message on 11/7/22. They now have the shoes back and have failed to replace or return my money.

  • Initial Complaint

    Date:11/06/2022

    Type:Product 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.
    ORDER RF1070190 Its been three months since my order and since Ive been trying to get a hold of someone. I sent multiple emails and also submitted contact forms online on their website multiple times. The problem is this - I bought two types of shoes. One of them was perfect while the other one turned out to be bad quality which I found out after a week or so of wearing them. Its all in my emails. I wanted to either get the refund so I can throw them away or get a replacement of the shoes similar to the ones I had. No email, no response, nothing. My issue wasnt solved in three months and Im stuck with shoes I paid for but cant wear.

  • Initial Complaint

    Date:10/24/2022

    Type:Product 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 2 pairs of sandals on Sep 18, 2022 for ~$85. Per *** tracking, a label was created but the sandals themselves were never actually shipped. I reached out to customer service per the site contact form as requested by website and never received a response. I reached out a second time and never received a response. I called the contact number and was put on hold for 10 min with no one answering. It is now Oct 24th and nothing has changed with the status of my order. They essentially took money and never provided the product.

  • Initial Complaint

    Date:10/21/2022

    Type:Product 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.
    On 9/5/22, I purchased the Reef Cushion Phantom LE sandals. I have owned many pairs of Reef sandals in the past and these sandals are defective as they soak up and retain water like a sponge. After walking on damp grass, water and bubbles would come out of them as I walked. They also made a very unpleasant squishy sound as I walked. Moreover, they began to stink after their first exposure to water. Since they retain water, they seem to be the perfect breeding ground for mold and bacteria. I called Reef *************) on 9/27/22 to file a defective claim. A lady listened to my claim and said they would send me new sandals if I email them my receipt, photo of sandals, description of issue, photo of issue, shoe size, mailing address, and three options of replacement style. I wasn't sure if I still had my receipt and asked if a screenshot of the purchase from my bank would suffice. She said yes. I emailed them everything she requested and received an automated response basically asking for the details I already provided them. I responded via email to point out that I already sent them what they requested and to please review my claim. They did not respond so I followed up via email on both 9/28/22 and 9/29/22. They still did not respond. On 10/6/22, I found my actual receipt of the purchase and emailed that to them. They still did not respond. Today I called them again and spoke to ******. I asked to speak with a manager and she said there wasn't one available. I asked for the name of her manager and she hung up on me. I called back a couple times and nobody would answer their phone.

Reef is NOT a BBB Accredited Business.

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