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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:08/03/2023

    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.
    I received the Men's Fanning Sandals in the Brown/Gum in size 10 for a Christmas gift. The bottle opener on the bottom was bent. This is within the 1 year warranty period.1) On June 3rd, I called Reef at ****************. Their recording said they do not accept phone calls, but visit their website.2) On June 3rd, I sent my Warranty request for the Men's Fanning Sandals in the Brown/Gum in size 10 3) On June 3rd I received my Reef confirmation (request (******)). Their request said it is taking longer then usual to process requests.4) I've called multiple times between June 3rd - June 25th. The automated phone response is they are too busy to answer and to contact Reef through their website.5) On June 25th, I contacted them requesting a status update on request (******).6) On June 28th, I received a response creating (request (******)) to look into my request (******).7) I continue to call and cannot get any feedback or resolution on my warranty request of their faulty product.8) I would like the product replaced. If not, please provide credit or refund so I may repurchase.

    Business Response

    Date: 08/18/2023

    Hello,

    We are so sorry for the delay in response. We have responded to the customer's inquiry asking to confirm their desired replacement item and shipping address, so we may submit a replacement order.

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

    Customer Answer

    Date: 08/21/2023


    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:08/02/2023

    Type:Sales and Advertising 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 had ordered Cushion Rem hi Malibu size 9 women and they had sent me Reef Water Vista size 7. I have reached out to them on July 26, 2023 and they have never gotten back to me. I had called the ************** in which no one answers and says to email them. Im a so upset as these were meant for a trip and i have no way of seeing if I will ever receive the correct order.

    Business Response

    Date: 08/09/2023

    Hello,

    We are so sorry for the delay in response. The customer was shipped new expedited order #********* with the correct product ordered on their original order #RF1683419.  They were also provided with a pre-paid return label to return the incorrect product at their convenience.

    We apologize for any inconvenience and if we can be of any further assistance, please let us know.

  • Initial Complaint

    Date:08/02/2023

    Type:Customer Service 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.
    I placed an order for the Water Vista shoe on 7/23/2023. My order was delivered on 8/1/2023. When I opened my package, the item was a completely different shoe style and size than what I ordered. There should be a check process before submitting sending our orders to a customer. I am now stuck with a shoe that doesnt even match my packing slip.

    Business Response

    Date: 08/09/2023

    Hello, 

    We are so sorry for the delay in response. We have responded to the customer and offered to help submit a new order for their desired size for their exchange.

    We apologize for any inconvenience and if we can be of any further assistance, please let us know.

    Customer Answer

    Date: 08/10/2023


    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:08/02/2023

    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 sandals from reef on 5/31/23. Got email they were being prepared to ship. Never received them. I Have emailed them many times never received answer. Called them they have an automated message that are not taking calls due to high number of calls and to email them.

    Business Response

    Date: 08/09/2023

    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:08/01/2023

    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 made a purchase with Reef on 07/21/2023. Order RF1682150, paid $80.25. Order was supposed to show up on 03/27/2023 and is still missing, and cannot be tracked as it only says shipping label created. I have tried multiple times to contact them via email which is the only way to contact them and have been met each time by radio silence. I will be contacting my bank for a refund here soon but wanted to make this complaint as the lack of customer service, lack of answers, and lack of decency is absolutely unacceptable. I have been a loyal customer with ****************** since I was in high school and love their products but I am fed up with the lack of service.

  • Initial Complaint

    Date:08/01/2023

    Type:Delivery 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.
    I purchased a pair of vista cushion hi Reef sandals (order RF1496206) on May 30. I never received them as they were apparently damaged in transit and reported accordingly through tracking in **** I notified Reef through customer service on June 17, added details in June 30 and sent another request on July 10 to clarify my situation. I received 2 automated emails eventually that my request was received and that they would be reviewing my request and a team working on it. I have tried calling and their support line is down and only receiving emails but advise to not send too many emails so I cant do much. This is very unprofessional and frustrating. Its been over 60 days and I have not heard from anyone, nor received any product, or compensation/refund. What do they expect us to do? This is unacceptable and I was really looking forward to those shoes.

    Business Response

    Date: 08/08/2023

    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: 08/08/2023


    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:08/01/2023

    Type:Product 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.
    On 6/6/23 I purchased (Order RF1526912) the Cushion Sol Hi (Natural/6) for $70 for an upcoming trip. I wore the sandals twice and the soles came apart on one of the shoes. I sent an e-mail on 6/17/23 to *********************************** and received an auto reply email asking for a list of information for filing a claim. I sent the additional information on the same day (6/17). I have not received a reply and today is 8/1. I am unable to contact anyone at ************ due to a "high volume of claims and delayed in processing them". I would like a refund or replacement. An effective method of communication would go a long way in making a customer feel confident that this company stands by their product and are committed to addressing something like a defective product.

    Business Response

    Date: 08/08/2023

    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. We have also 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: 08/08/2023


    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:08/01/2023

    Type:Sales and Advertising 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.
    This company has absolutely no customer support reasonably available. I purchased sandals on July 4, 2023. I was sent the wrong size sandals. I immediately called their support number, but they do not take any phone calls. The only way to contact them is by email. I then emailed them on July 12, 2023. No one responded to my email. I went on their website and had to set up my own return, which i did and shipped on July 18, 2023. I still do not have a refund. Reef sent me the wrong product, did not respond, and has not refunded me. I finally received an email today, August, 1, 2023; three weeks later, responding to my July 12, ****************************************************** a full refund. I should have received a response to my initial email much earlier since that is the only way to contact Reef - which clearly should not be allowed - to not have any phone support for issues like this. I also am still waiting, weeks later for my money back. I could be earning interest on that money,.

  • Initial Complaint

    Date:07/31/2023

    Type:Delivery 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.
    Ordered a womens $60 Bondi cushion sandal on June 16. Received a mans flip flop on June 26. I have sent over 10 emails, left a reply on every advertisement, and sent a letter to the corporate office. There is no phone number to call, nothing!!

    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. They were also provided with a pre-paid return label to return the incorrect product at their convenience.

    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,

    *********************

     

  • Initial Complaint

    Date:07/31/2023

    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.
    My order RF1449004 in May 2023 was never received. I have reached out to the company multiple times with no response. They also are not accepting phone calls. They still have not refunded me. I had to open a credit card dispute and they told my credit card company that they have fulfilled my order. I never received my order!

Reef is NOT a BBB Accredited Business.

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