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Business Profile

Surfboards

Reef

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 108 total complaints in the last 3 years.
  • 11 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: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.

  • Initial Complaint

    Date:03/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a pair of sandals May 13 2023, what is the point of warranty if nobody is responding. Ive sent a few emails now. In December of 2023 I took my sandals on vacation. After walking outside looking at shops my feet turned black didnt realize it was my shoes until the second time I wore them and was at a store. I do still have the shoes Ive offered to send them back. Also one of the straps seems to be very weak. I attached the receipts. Just want someone to respond.. all Im asking is to have these exchanged for a cheaper pair. At this point I dont even want another pair of these sandals.

    Customer Answer

    Date: 03/29/2024


    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:12/07/2023

    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 a pair of Swellsole Cruiser sandals online and the straps that hold the sandal to your foot have a bumpy interior pattern that irritates my feet. I have ad a number of other reef sandal and they didn't cause this issue. I contacted the company and they said it wasn't a product defect and they couldn't do anything for me. I think it is a defect in the way it was constructed and would like a refund of the purchase price.

  • Initial Complaint

    Date:11/30/2023

    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.
    In July, I ordered a pair of sandals. They got the shipping address wrong, and I never received them. They would not refund my money and refused to investigate the matter. After several phone calls with the postal service, I found out that it was the fault of Reef. They claim that they can't find any record of my order, which is strange, considering that they apparently sent out a pair of them with the intention of my receiving them. I would like my sandals or a refund. Thank you.

  • Initial Complaint

    Date:10/13/2023

    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.
    Bought shoes on May 13, 2023, they dont fit so we tried to submit a return via their return portal on their website. We called and got a message that they were too busy. We emailed several times to get a return shipping label with no response other than they were busy and would get to our order when they could. After several failed attempts to contact them to return the shoes, we initiated a chargeback to which they finally responded and said they couldnt return the shoes while the chargeback was in process and I had to wait another 72 days. They lied to the credit card company saying that all sales were final when their shipping policies clearly states that they accept returns. Ive emailed several times after that asking for a return label and for them to honor their shipping policies that are listed on their website. Still no response. Unfortunately, we trusted their false shipping policies. Im still seeking a return shipping label as well as a refund.

  • Initial Complaint

    Date:10/13/2023

    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 a pair of sandals on May 28, 2023 for $52.56. I elected to exchange a product for another size. I was told I had until July 6th to send back the product. I used the Reef provided return label. According to *** proof of delivery, retrieved from the *** website, the package was delivered to REEF in Redlands on July 6th. REEF told me I had until July 6th for the package to be sent, and it was delivered by that date--showing it was clearly mailed by then as well. I never received a refund, nor did I receive the exchanged item I elected to get. Instead, I received an email on July 5th (even though REEF emailed me saying I had until July 6th to return it) saying my return has expired and will not be valid. I emailed REEF on at least 5 occasions seeking customer support for this issue, and never received any response besides an automated response that said to reply if the automated response did not answer my question. I would then reply and never once received a reply back. There is no phone number to call to deal with issues. This is theft. I then disputed the transaction with my credit card company and REEF responded to the credit card company (though was unwilling to respond to any of my emails) stating that the return was never received. This is false. Based on the other complaints with REEF it appears this is recurring issue, where REEF refuses to provide refunds. I have expended considerable time to pursue this issue, despite the small sum, because this is clearly theft. At this point, I not only demand a full refund but also money to compensate me for the significant time spent corresponding with the company, compiling evidence, and dealing with the dispute process. I used to love REEF sandals but I will most certainly never purchase them ever again.

  • Initial Complaint

    Date:09/21/2023

    Type:Product 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.
    Order RF1734049: Two pairs of sandals totaling $131.91 on August 6, 2023, sent via **** to an address that doesn't get **** service, even though confirmation email indicated the carrier was **** Confirmed with **** that the package was returned August 10. Contacted Reef.com for redelivery but received useless reference to FAQ with note "Reply if not Solved". Replied multiple times, no reponse. Telephone support discontinued. No way to communicate with Reef. I'm willing to pay for the redelivery or receive a refund for merchandise not received.

    Business Response

    Date: 09/29/2023

    Hello,

    We are so sorry for the delay in response. We have offered to ship a replacement order to the customer in place of the order that was not received.

    If we can be of any further assistance please let us know and we will be happy to help.

Reef is NOT a BBB Accredited Business.

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