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:08/09/2023

  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.

  Order number RF1586582. Received the wrong shoes. I ordered womens cushion vista hi but received mens water shoes instead. Submitted an email requesting a right shipment on June 25 but didnt get any reply.

  Business Response

  Date: 08/18/2023

  Hello,
  
  We are so sorry for the delay in response. We sent the customer instructions and a link to the return website so they will now be able to process their return and provided a promo code towards a future purchase. A chargeback has been submitted and systematically we are unable to refund the order. 

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

• Initial Complaint

  Date:08/08/2023

  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.

  Ordered shoes on 7/6/2023 Order # RF1654948 I have submitted two emails to their customer service with no response. The phone number says they will not answer phone calls.

  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:08/08/2023

  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.

  Order RF1724509 Order was ready for shipping on July 31. Order was delivered August 4. I contacted reef through their online customer service because you cannot get through on their phone line. When calling you are told that they are too busy to answer phones. I have now requested an exchange and have requested the exchange three times only to be met with an automated response. I am not able to exchange for the size that I want through their automation, but I can buy the size shoe Im needing. Today is the 8th of August, this began on the 4th with no response of what I should do or to be able to get a return label. I have left my phone number and my email address. Nothing but automated responses have come back. Not only do I need an exchange. I need to be able to return the size that was too large. Im requesting communication.

  Business Response

  Date: 08/18/2023

  Hello,
  
  We are so sorry for the delay in response.  The requested exchange item is out of stock, so the customer has been completely refunded for their returned item 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:08/08/2023

  Type:Service or Repair 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 bought a pair of Reef sandals on 9/27/22 (Receipt attached). Sandal straps failed June of this year (Pictures Attached). As you can see from the pictures, there was barely any tread wear. This should be replaced under 1 year warranty. I contacted Reef on 6/18/23 and the response is attached. I have emailed 2 more times and tried to call the ***** number listed on both their website and response email and no one ever answers the phone. Message has says the only way to contact them is through email. it is almost 2 months since I contacted them without a proper response. Any help would be appreciated. Thank you.******

  Business Response

  Date: 08/18/2023

  Hello,
  
  We are so sorry for the delay in response. We have responded to the customer and asked to confirm what style they would like for a replacement and their shipping address, and we will send a replacement pair. 

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

• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising 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 *********** online on 7/24 and paid extra for them to be delivered within 2 days for a trip I had planned for a total of $115.75. Its been almost 2 weeks from the date of their expected delivery without any sandals. I have received no responses from their customer service representatives despite my repeated emails with screenshots. My order history online was completely removed and yet I was charged nevertheless.

  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:08/07/2023

  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.

  INFO REGARDING ONLINE ORDER/PRODUCT Company: Reef.com Reef *************** men's sandals. Size 13 Order number: RF1362366 Order date: April 27, 2023 Ph: ************ *********************************** I filed a request to replace the defective item on July 31, 2023. Aside from an automated email, they do not respond and do not accept phone calls. Normally, I would not pursue such a thing, but these were $80 and I assumed I was purchasing a high quality item that would last. Below is the verbiage of my email to Reef Consumer Care:"I've worn them perhaps 2 dozen times(at the most). They are my 'going out'/walking sandals. Usually not worn for no more than 3-4 hours at a time. Today, I noticed the stitching is coming loose on the inside strap of the left one. This has caused the top and bottom layers of leather to separate. I'd like to get these replaced.You can see by the photos(attached) that the bottom/********* no sign of wear. So, they clearly have not been used much at all. You can also see where the stitching is coming loose.Please let me know next steps.Regards, -Mark"Thank you BBB for your help.I simply want Reef to send me a new pair. At this point, I am not requesting a refund. I can return the defective ones based on their instructions.

  Business Response

  Date: 08/18/2023

  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: 08/22/2023

  
  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.  Today (8/22/23) I received the replacement item from Reef.com. Thank you for sending it. I would encourage Reef.com to either 1). Have a human in consumer care to answer the phone (instead of the generic "Due to the high volume of requests, we cannot answer the phone"), or 2). Have a more detailed/or follow-up email response (other than an automated one) that gives updates regarding returns/exchanges. To go 2-3 weeks without a response to a specific issue is not a helpful practice, and does instill confidence in the buyer. Thus, the complaint to the BBB (which is not something I've ever done in my 59 years of life and countless online purchases). 
  
  Regards and thank you,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair 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 placed an order with Reef, which I thought was a reputable company, on July 19. Order #RF1682372, paid $64.95. The order has not been delivered. The tracking number provided indicates the package was delivered in May even though the order was placed in July. I have repeatedly tried to contact customer service which seems to be nonexistent. They provide a phone number but when you call it says they dont accept phone calls, and all correspondence must be online, yet they do not respond with anything but automated replies. I want my money refunded asap.

  Business Response

  Date: 08/07/2023

  Hello,
  
  We are so sorry for the delay in response. The customer was shipped new expedited order #********* 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.

• Initial Complaint

  Date:08/05/2023

  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.

  On May 29, 2023 I placed an order to Reef for a t-shirt and golf sandal slides for my sons birthday. I got a confirmation that the order had shipped. I never received the order so I was able to track the package. The shipping company *** stated via tracking that it was returned to Reef due to damage in transit. My account was charged on June 1. I dont have my order nor a refund and a disappointed child. I have sent three emails to Reef customer service and have never heard back from them. I am unable to speak to anybody via telephone since all their customer service is through email. I would like someone to let me know if my package is going to be re-shipped or if Im going to get a refund.

  Business Response

  Date: 08/07/2023

  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:08/04/2023

  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.

  In August of 2022 I purchased a pair of Reef ortho sandals from Amazon. They were sold & shipped by Reef. In June, the sole started splitting on the sandals, so I contacted Reef, as they offer a 1 year guarantee against defects. I finally heard back from Reef on July 6th. They asked me to send in photos of the defective product, which I did so on the same day. On July 21st, I sent them an email to follow up, as I had not heard back yet. I attempted to call them as well, but was sent to a message stating their phone support is currently disabled. Today is August 4th, and I still have not yet heard back from the company.

  Business Response

  Date: 08/07/2023

  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: 08/08/2023

  
  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:08/04/2023

  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 ordered a pair of sandals on July 18th. Order #RF1679987.I received a shipping confirmation on July 20.I have not received my order. Tracking information says "Shipper created label, *** has not received the package yet". Zero movement. I have written customer service multiple times and received no response. I just wanted my sandals. But now after reading a multitude of reviews about the terrible shipping issues and poor customer service, I want a refund.

  Business Response

  Date: 08/07/2023

  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: 08/07/2023

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