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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair 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.
    I have been trying to get in touch with customer service via email and phone since 7/10/23 regarding a return I submitted on my order RF1559628. I have yet to get a response from anyone nor is there a person available on their customer service hotline to speak to. All I have gotten is generic email templates telling me my email was received. I no longer want to exchange the shoes, I would rather have a refund for them and no longer do business with Reef again and I have submitted emails for that too with no response. I confirmed my return was received at their business and I shared that in my emails but again, no response.

    Business Response

    Date: 08/25/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been completely refunded for their returned item.

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

  • Initial Complaint

    Date:08/19/2023

    Type:Service or Repair 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.
    I sent in an Email to customer service to inquire about the warranty when the strap broke off of one of my reef sandals. Its been a month with no response. Cannot get ahold of customer service via phone as it says they are only taking emails. I sent a second email after two weeks and no response to that either. Cannot get ahold of this company whatsoever so what good is a warranty?

    Business Response

    Date: 08/21/2023

    Hello,

    We are so sorry for the delay in response. We have responded to the customer's email and have offered to replace the defective product with a style of their choosing. 

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

  • Initial Complaint

    Date:08/19/2023

    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.
    Product was never delivered after 4 weeks with a nonsense tracking number and no response to my emails

    Business Response

    Date: 08/21/2023

    Hello, 

    Thank you for your patience. A chargeback has been submitted and systematically we are unable to refund or replace the order. The only way we can refund or replace the customer immediately is if they are able to have their bank drop the chargeback.

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

  • Initial Complaint

    Date:08/17/2023

    Type:Delivery 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.
    Ordered a pair of sandals for my wifes birthday on 7-8-2023. Never received them have contacted customer service which has been non exsistent they dont have a phone line they direct you thru email and no one gets back to you. This company should not be allowed to sell online products. They took my money and I havent seen the sandals.

    Business Response

    Date: 08/18/2023

    Hello,

    We are so sorry for the delay in response.  The customer was shipped new expedited 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.

  • Initial Complaint

    Date:08/16/2023

    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.
    I made a purchase on 7/20/23. The entire site was 25% off on 7/21. I contacted REEF to adjust the price. I sent my request on 7/21. I sent a follow up on 7/31. I NEVER received a follow up response. My customer ticket number ******. I tried calling the 800 number several times and the automated service informs customers to put a ticket through customer service and dont do it twice, and due to high demand there was not live help or assistance. I feel at a complete loss. This is the worst customer service experience. This was my 2nd pair of reef sandals this summer, however I will never purchase from reef again. I bought this pair for a trip to ***. I never wore them because I never got a response, and knew I was no longer interested in the sandals if they wouldnt adjust the price. I dont even feel confident returning now. I want a refund asap.My order #RF1681182 $66.78

    Business Response

    Date: 08/18/2023

    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.

  • Initial Complaint

    Date:08/16/2023

    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.
    I purchased from Reef and received my order 8/7/2023. After wearing the shoes 2 times the cork is already unpeeling/is tearing. I have contacted REEF via email multiple times and it is automated so you are not ever emailing a real person it is all automated and they never return your email. When I attempt to call is says that they are only able to be reached via email. I want to be send a replacement pair of shoes with a refund/discount.

    Business Response

    Date: 08/18/2023

    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

  • Initial Complaint

    Date:08/15/2023

    Type:Delivery 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.
    I placed an order on July 25th for womens shoes.On Aug 2nd. I received mens sandals.I placed an email on Aug 2nd and have not heart any reply On August 8th, I messaged in social media and they stated they would escalate to customer service, and I still have not heard anything.I bought these for a trip, and clearly am not getting a response so would prefer a refund at this time.

    Business Response

    Date: 08/18/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been completely refunded for their order.

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

  • Initial Complaint

    Date:08/12/2023

    Type:Order 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.
    On 16 June 2023 I ordered Cushion Vista High Natural Braid 080 M. item#CI9863-080-M. *** size 8. I recieved a black/tan Cushion Scout Hi *** size 8. I called customer service. The recording said they weren't excepting any calls & to send an email.On 28 June I sent an email with a snapshot of the the shoe i wanted (from their website) and a photo of what I recieved and the packing slip. The autoreply logged the request as ******. No answer, no response. I called customer service again. No answer. On 25 July I sent them another email with photos. The autoreply logged it as request ******. It has been 2 months with no response. Not cool. I would still like the shoe I bought (cushion vista hi natural braid 080 M size *** 8) and to be compensated for waiting so long and having to log a complaint.

    Business Response

    Date: 08/18/2023

    Hello,

    Thank you for your patience.  The customer was shipped new expedited order #********* with the correct style ordered on their original order.  They were also provided with a $25.00 gift card.

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

  • Initial Complaint

    Date:08/12/2023

    Type:Delivery 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.
    Never received order (2 months later) and have not received a response to THREE customer service emails.My order # is ********* This is unacceptable. Will never order from reef again. Will keep contacting until I receive a refund.

    Business Response

    Date: 08/18/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been completely refunded for their order and issued a 30% promo code 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:08/10/2023

    Type:Delivery 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.
    DEFECTIVE MERCHANDISE: Received shipment of 3 pairs of sandals on July 11, 2023. I briefly wore sandals 3 maybe four times and buckle on strap broke on 2 of the 3 pairs. The buckle is made of cheap plastic. On July 29, 2023, I contacted customer service by email since no one answers their phone. I have had no contact back since their automated email reply to me on July 31, 2023 As of August 10, 2023, still no response from REEF. REEF Website states there is a warranty on defective merchandise which I am happy to return if they would furnish an address or mailing label as their website states they furnish but does not. I just want a refund. Order RF1627243.

    Business Response

    Date: 08/18/2023

    Hello,

    We are so sorry for the delay in response.  The customer has been completely refunded for their order.

    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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