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:09/19/2023

  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 ordered flip flops for my son's birthday on 6/18/2023. The shoes shipped on 6/20/2023, and I have yet to receive the shoes or a refund. *** delivered to **** in *********, ** on 6/27/2023, but I never received the shoes. **** shows they returned to sender even though my address is correct on the order.I have contacted Reef at minimum 10 times since June, and have yet to receive a response. They do not respond to ticket submission or direct email, and they do not have working phone customer service. I am requesting a full refund for my transaction as the shoes are no longer needed.Order#RF1576975 Amount: $56.44 USP tracking: 1Z4413Y2YW22594451 **** tracking: **************************

  Business Response

  Date: 09/20/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a $30 gift card to use on a future order.
  
  If we can be of any further assistance please let us know and we will be happy to help."
  
  

• Initial Complaint

  Date:09/19/2023

  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.

  Order RF1223995, Purchase date 2/20/2023 Purchase price $63.75 Purchased through Reef directly Cushion Vista Higher, black, size 7 Reef committed to replace the sandals as the sole separated from the shoe. I have made several attempts to reach them and filed 2 separate claims but they have not responded to any of my emails. They are unavailable by phone. Claim dates are 7/11/23 and 7/21/23. These sandals are defective and I sent in pictures and the original invoice from Reef. Also three other styles if they did not have the original sandals available. I have tried to call them on several different occasions and they say the are too busy with the volume of calls. Very poor service. I should not have to goto this extreme to resolve this issue.

  Business Response

  Date: 09/20/2023

  Hello,
  
  We are sorry for the delay in response. We have issued a defective replacement order for the customer and they will receive a shipping notification email once their order enters the *** system.

  Customer Answer

  Date: 09/21/2023

  I received information regarding a replacement pair of sandals for the defective sandals I purchased.  They were supposed to be expedited but have not shipped yet.  I emailed to get a time frame for the replacement order to be shipped.  I have not heard back yet and with Reef's lack of communication, I cannot trust that the product will be shipped. Once I receive confirmation that they were shipped and they can be tracked for delivery I feel this issue will be resolved.   

  Business Response

  Date: 09/25/2023

  Hello,
  
  The replacement order RF1790924 shipped via *** tracking number 1Z4413Y20124679868 and was delivered on Friday, 9/22 according to ***.

  Customer Answer

  Date: 09/26/2023

  
  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:09/18/2023

  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 filed a warranty request complaint with Reef, request # ******, on 9/1/2023. I sent in the requested photographs and information to reef. I have followed up by email on 9/11/2023 and again on 9/18/2023, but still have received no response. I tried calling the number for reef support included at the bottom of their email (Reef ****************) and the response is that they are too busy and to contact them via their "Contact Us" section of their web site. The original purchase was on 1/12/2023 through Amazon for $38.93 + tex (****%). The product was the men's Reef Anchor Flip-flop, black / silver, size 11.

  Business Response

  Date: 09/25/2023

  Hello,
  
  We are so sorry for the delay in response. We would be happy to replace the defective product. Unfortunately, the original model that the customer requested is out of stock, so we have offered to replace with a different style of the customer's choosing.
  
  If we can be of any further assistance please let us know and we will be happy to help

• Initial Complaint

  Date:09/10/2023

  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 originally placed an order on 7/15/23 for an item (pair of sandals) that was never delivered (order RF1673753). Although ordered correctly on my part, the shipping information provided tracking number by REEF **** 1Z4413Y2YW23534746) they apparently never gave the item to be delivered and only the tracking number was created, and as a result my product was never even sent to my address. I have not heard from Reefs customer service department despite multiple attempts to reach out. I have tried calling, but their phone line only provides a recorded message stating they do not take any phone calls (due to high volume of issues) and directs all inquiries via email. I have subsequently sent several emails, all without any response or assistance from the company. I have also attempted to engage the company via social media, but again without any response or assistance on their part. I am simply requesting a quick resolution to this issue I want a *** refund or expedited delivery of the correct product that was ordered. Please let me know if you need further information from me in regards to this complaint.

• Initial Complaint

  Date:09/09/2023

  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 for sandals at Reefs website on 6/11/23 (Order RF1550510) that never arrived and the *** tracking number says it never even shipped and went beyond label created, yet I was charged $82.41. I have been reaching out via their email *********************************** numerous times over the last few months and requested a refund and have only received automated responses and no resolution. I even attempted to reach out via instagram. Their customer service phone number is an automated message saying to email. Their instagram is full of comments by others in the same situation as me too. This is unacceptable behavior. They charged me and never even shipped the product and its been three months. They have not made a single effort to resolve this. I want a refund.

• Initial Complaint

  Date:09/08/2023

  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 flip flops.I wore them inside my home and noticed the thong on the left foot is off center causing pain to my toes.I returned the pair of flip flops and they reef refunded me ***** cents from a pair of shoes costing 80.88!Can somebody explain this rip off to me please!

• Initial Complaint

  Date:09/07/2023

  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.

  ORDER RF1748575 We are trying to find someone to help us find shoes ordered on August 18th. We've been emailing Reef for two weeks now. Reef essentially has no customer service. The shoes were ordered by ***** for ***** on August 18th with an estimated delivery date of August 24th. The *** tracking number 1Z4413Y2YW24264590 says they were passed to the ***** The **** TRACKING # ************************** says they were delivered to ******* ** on May 24th, before the order was ever placed. Clearly wrong. > ORDER RF1748575 > Thank you for your purchase! >> Hi *****, were getting your order ready to be shipped. We will notify you when it has been sent.> > View your order > or Visit our store > Order summary > Cushion Vista Higher 1 > Natural / 8 > >> $75.00 >> Discount WHITNEY20 > -$15.00 >> Subtotal > $60.00 >> Shipping > $0.00 >> Taxes > $2.70 >> Total > $62.70 USD >> You saved $15.00 > Customer information > Shipping address >> *************************** > ************************************************************************ > ************* > > Billing address >> ********************* > > ********** ** ]> ************* > Shipping method *********

  Business Response

  Date: 09/08/2023

  Hello,
  
  Thank you for your patience.  The customer was shipped a new expedited order #RF1778344.
  
  If we can be of any further assistance please let us know and we will be happy to help.
  
  

  Customer Answer

  Date: 09/08/2023

  I will consider this matter resolved when I actually receive the shoes, seeing how my complaint is that *** never received the product ordered. They said they shipped it before. Once I receive the shoes then I will consider this resolved. At this point I have no shoes. 

  Customer Answer

  Date: 09/15/2023

  
  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:09/05/2023

  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.

  - Date of transaction: August 10 2023 - Amount paid: $84.68 - Providing a pair of Reef sandals that I paid for - Received a pair of scuffed reef sandals - requesting a refund however there has been NO/ZERO response from the Reef. I have tried to contact them multiple times via phone and email however no response. I would like a refund of shipping cost as well.- Business has not reached out/responded to any of my emails - Order number: RF1739562 - Request number: ****** - made August 16 2023 - no response as at September 5 2023.

  Business Response

  Date: 09/08/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a $20 gift card to use on a future order.
  
  If we can be of any further assistance please let us know and we will be happy to help.

  Customer Answer

  Date: 09/08/2023

  
  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:09/01/2023

  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 5 pairs of shoes from Reef, returned 3, was refunded for 1.I have written numerous emails with no resolution I received emails that they received the returned shoes however still not refunding me I have even emailed the parent company, Rockport. Still no resolution.

  Business Response

  Date: 09/05/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a $20 gift card to use on a future order.
  
  If we can be of any further assistance please let us know and we will be happy to help.

  Customer Answer

  Date: 09/05/2023

  
  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:08/31/2023

  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.

  This is a follow up to the Initial Complaint I filed on 08/19/2023 regarding a warranty. The business responded and offered to replace the defective shoe with a replacement. I received the replacement and there is another defect. I contacted REEF again via email right away, sending photos of the color defect of the replacement pair of shoes, but it has been a week without a response. You cannot get ahold of them via email nor by phone. The ONLY way to get them to respond is to file a BBB claim. This is incredibly frustrating!

  Business Response

  Date: 09/08/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been shipped a new replacement order and issued a $30 gift card to use on a future order.
  
  If we can be of any further assistance please let us know and we will be happy to help.

  Customer Answer

  Date: 09/12/2023

  
  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,
  
  ***********************