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: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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/31/2023

  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 pair of reef Sandals from Amazon last October. The sole fell off early August and I have attempted twice to file a claim with their customer services. Their product is warrantied for 1 year from defects, Since I have had other pairs of their sandals for 5+years, I feel this was a defect. Both times they sent me an email with the list of information they needed and both times I provided all the needed information. The first time I waited over a week and emailed them back several times. No response, no your claim is denied, just nothing. After I returned from vacation I attempted again, same thing happened. It is baffling that a company so large can have such a terrible customer service approach.

  Business Response

  Date: 09/01/2023

  Hello,

  We have issued a defective replacement order for the customer and they will receive a shipping notification email once their order enters the *** system.
  

  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: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.

  I originally placed an order on 7/5/23 for an item (pair of sandals) that was never delivered (order RF1650108). Although ordered correctly on my part, the shipping information subsequently provided by the business (Reef) to the shipper **** and ***** was incorrectthey apparently used a duplicate shipping number from an order placed several months earlier (i.e., intended for a different customer), and as an result my product was undeliverable 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 issueeither an expedited delivery of the correct product that was ordered, or a complete refund. Please let me know if you need further information from me in regards to this complaint.

  Business Response

  Date: 09/01/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a $25 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: 09/01/2023

  
  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,
  
  Kanal *****
  
   
  

• Initial Complaint

  Date:08/31/2023

  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 bought a pair of Reef Men's Oasis Flip-Flop size 10 on amazon but started wearing them past the return date. I keep tripping when I where them. The front end of the left flip flop catches and bends down. The right side does not do this. I would like to have them replaced. They are a hazard.I have made multiple attempt to contact reef using their web site and they set me up with a claim number but I have heard nothing. claim #'s are (******) and (******) dated 8/10 and 8/22. I sent in pictures and the original invoice from Amazon. Also three other styles if they did not have the original flops available. I have tried to call them on 4-5 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: 09/01/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been offered a replacement pair, we will send out the replacement as soon as the customer confirms their shipping address.
  
  If we can be of any further assistance please let us know and we will be happy to help.
  
  

  Customer Answer

  Date: 09/01/2023

  
  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.

  I am disappointed that it took this step to get them to reply.. I should be getting a gift card for the trouble I had to go to. I mean a day after filing the complaint they replied. Just ridiculous.
  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  Have defective pair of sandals. Called their support line which says to open a case via email or on the site. Did that twice they never responded after I provided data. Tried to reach out via social they did not reply. Check their Instagram seems like its happening to a lot of people.

  Business Response

  Date: 09/01/2023

  Hello,
  
  We are so 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.
  
  If we can be of any further assistance please let us know and we will be happy to help.

  Customer Answer

  Date: 09/01/2023

  
  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:08/29/2023

  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 regarding Order RF1723449.I submitted an inquiry weeks ago and received auto response saying it was being looked into but Ive never received a response.There is no customer service number to be found to call and speak with someone.Just the email that you receive automated response that refers you back to FAQ but those dont fit every situation.I purchased a pair of shoes and Im not satisfied with my purchase.For the price, the quality is subpar and the shoe is super uncomfortable.I have worn once but unable to wear again due to how uncomfortable and rough on the top of the feet that they are.Id like to return for a full refund of that shoe. The other shoe I purchased is what I expect of Reef quality and not asking for refund of that.Please advise how.Im definitely disappointed in the quality of that shoe and the non-response of Reef. I would expect better customer service.

  Business Response

  Date: 09/01/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for the item 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: 09/01/2023

  
  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:08/28/2023

  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 ordered a pair of sandals on 7/31/23. They were too big and I wanted to return them. I contacted Reef by email and immediately got a computer generated email back suggesting I check the companys FAQ. I began the return process but was never given a return label (for free return). Tried calling the company phone number but you cant talk to a person. Just want my money back and to never hear the name Reef again. Do I return the shoes and pay for the shipping? Dont know how to move forward.Thank you.

  Business Response

  Date: 08/30/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued their return label.
  
  If we can be of any further assistance please let us know and we will be happy to help.

• Initial Complaint

  Date:08/28/2023

  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.

  Placed an order over a month ago and have not received it yet. I also emailed the company with no response back yet.

  Business Response

  Date: 08/30/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for the missing item from their exchange.
  
  If we can be of any further assistance please let us know and we will be happy to help.

• Initial Complaint

  Date:08/28/2023

  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.

  I placed the order on August 21 2023. I still have not received my order as of today August 28 2023.*** is the postal service with tracking number 1Z4413Y20324281702 *** cannot locate package.I have filed a dispute with ***. I have tried several times to contact Reef by phone. The system will not accept phone calls...What kind of Scam are they running???So I filled out the online form and have yet to hear back.Also *** states it will take up to 15 days to track this package. So far I'm out $110.00 and no shoes!I want my refund so I can wear some shoes!Please help me recover the monies back to me.

  Business Response

  Date: 09/05/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer's order was delivered by *** on 8/29/2023.
  
  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

  I paid extra for 3 day delivery. It took 8 days!

  where is the refund???

   

  If you say your not responsible for *** I suggest you hire a  competent company!

   

• Initial Complaint

  Date:08/25/2023

  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.

  I placed an order with this company and have not received it. I've tried to contact them repeatedly with zero luck. I payed ***** on the July 28th for a pair of shoes. ORDER RF1713500. I need to be contacted by them and also need my money back. Sooner than later. I've always been a huge reef supporter and loved the company. I'm sad to see it fail like it is

  Business Response

  Date: 08/28/2023

  Hello,
  
  We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a $25 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: 08/29/2023

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