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Business Profile

Surfboards

Reef

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 112 total complaints in the last 3 years.
  • 8 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:07/26/2023

    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.
    Order number RF1668049 Placed order on 7/13. Finally received it on 7/23. Received the wrong color sandals. Submitted an email on 7/23. Received an email on 7/24 that they are "looking into it." Still haven't received a resolution. 800 number says they're too busy to respond to phone calls. In the meantime, have received MULTIPLE spam emails advertising the product and even received on for feedback on the order I recently received. UGH! Customer no-service. At this point, I want my money back. No time to wait another 10 days and risk another incorrect delivery. Summer will be over by the time this is resolved.

    Business Response

    Date: 08/01/2023

    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: 08/01/2023


    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:07/25/2023

    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 purchased a pair of sandals on 6/6/23. I wore 2-3 times and the buckle On the strap broke. Its made with a cheap plastic. I contacted customer service by email and tried to call but still to this day I have had no contact back since the automated reply to my email on 7/3/23. No one answers the phone number. It states on the website there is a warranty on defective products. I just want a refund. Order #RF1529235

    Business Response

    Date: 07/26/2023

    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: 07/28/2023


    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:07/25/2023

    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.
    I purchased a pair of Reef Sandals (Reef Pacific Leather, Dark Brown) in early March 2023 and recently a defect developed with the sandal, I reached out directly through the Reef portal with the issue that is covered by Reef warranty, however, one week later a response was never received. I attempted to contact Reef via telephone, however, all telephone interaction has permanently been terminated, they direct you to contact them through the website portal (already did with not response.Subsequently without response, I emailed them directly *************************** again, one week later, no response, this is unprofessional with a lack of common courtesy and respect.Hopefully you can assist with a resolve.Thank you

    Business Response

    Date: 07/26/2023

    Hello,

    Thank you for your patience and we apologize for the delay in our response.

    We have issued the customer an $85.00 gift card which is the current cost of the shoes they purchased to use on a replacement order on REEF.com.

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

     

    Customer Answer

    Date: 07/27/2023


    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:07/25/2023

    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.
    I purchased sandals from reef on june 22nd 2023. Paid $82.51 (RF1590698) these were intended for a vacation in August... after wearing them 3 times i noticed a tear in the sole where the strap comes out of it starting. I contacted reef on 7/7 to initiate a return. *** received nothing back other than an automated email. Ive also called... their voicemail states due to the amount of requests they arent taking phone calls... I'm getting ready to dispute this with my credit card. So disappointed in their quality and service. Please refund or replace immediately!

    Business Response

    Date: 07/26/2023

    Hello,

    The customer was issued a full refund for their order since we do not have the inventory to provide a replacement pair.  

    We have also issued the customer a gift card as a courtesy to use on REEF.com toward a new pair.

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

    Customer Answer

    Date: 07/26/2023


    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:07/25/2023

    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 purchased and order on June 30, 2023, Order number RF1624073. I have sent 2 emails with pictures of my broken sandal. I only wore them about a week off and on after I received them. They are so very comfortable and *********** size 9 womens. I am very saddened that they broke and I would like to exchange them for a new pair. Again my 2 emails were sent with pictures on 7/17/23 and 7/19/23. I have not received a response and would like to hear from Reefs asap. I have tried calling the ************** and they don't accept calls.Thank you,***************************

    Business Response

    Date: 07/25/2023

    Hello,

    Please accept our apologies for the delay in response and for the product received breaking.  Unfortunately the size and color of the customer's original purchase is out of stock.  We have refunded the customer completely for their order and have sent them a $25.00 gift card code via email to use on a replacement order.

    if we can be of any further assistance, please let us know.

  • Initial Complaint

    Date:07/24/2023

    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.
    I purchased a pair of Reef sandals on March 8th, 2023. By June of 2023, the footbed of the sandal had started to split on both sides near the toe piece. I emailed Reef customer service when I couldn't seem to get the information onto their website form, and Reef responded asking for more details of the purchase. I submitted all required documentation on that very day, June 16th, 2023. I have not heard anything from Reef, though I have requested an update twice.It doesn't matter to me whether I receive a similar type of sandal, or a refund.

    Business Response

    Date: 07/25/2023

    Hello,

    Please accept our apologies for the delay in our response time.

    We have issued the customer a free defective replacement pair of one of the models they selected since the original style purchased is now out of stock.  The customer has been sent an email notifying them that the replacement order is in process and they will receive a shipping notification once their order enters the *** shipping system.

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

    Customer Answer

    Date: 07/25/2023


    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:07/22/2023

    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 ordered a pair of sandals on 6/20/23 (Order # RF1585909) which was set to be delivered 6/24/23. I never received the order and waited around fora few days to make sure if it didn't just arrive late. I called the customer service support line which is currently unavailable and directed me to an email, which I sent on 6/27/23. I received no response, so I followed up on 7/3/23 and 7/22/23. I still have no received any response of reconciliation. My card has been charged for these sandals that I never received and needed in a timely manner. I am extremely disappointed as a long time customer since I have gotten no response or updates. I needed these sandals for a certain trip and ended up having to buy different shoes at the store while still not having my money back from the original pair I never received.

    Business Response

    Date: 07/24/2023

    Hello,

     

    Thank you for your patience and we are sorry the customer never received their order #*********. 

    We have completely refunded the customer for their missing order and apologized for the inconvenience and for the package being lost by our carrier.

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

  • Initial Complaint

    Date:07/22/2023

    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 ordered a pair of Mens Fanning sandals on 7/6/2023. Were to be delivered on 7/14/2023. Never delivered, no tracking information. Have reached out numerous times to Reef through email, since they do not take calls. Still no response. Very disappointing, seeing as *** spent hundreds of dollars with this company over the years for my family.

    Business Response

    Date: 07/24/2023

    Hello,

    Thank you for your patience and we apologize for the delay in our response.

    The customer has been completely refunded for their missing order and provided with a $20 gift card to use on a future REEF.com order since they had a poor experience.

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

     

  • Initial Complaint

    Date:07/21/2023

    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 placed an order at reef.com on June 21, 2023. A full month has passed (today is July 21, 2023) and the order still has not shipped. I have attempted to contact Reef customer service multiple times since June 29th by phone, email, and the online web form but I have not received a response to any attempts at communication.

    Business Response

    Date: 07/24/2023

    Hello,

     

    Thank you for your patience and we apologize for the delay in response.  We are sorry the customer never received their order #*********.  We checked and we are showing the style and size on the order is very low on inventory and in turn have refunded the customer in full for their order.  We realize how disappointing that is and have also issued the customer a $20 gift card to use on a future REEF.com order.

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



    Customer Answer

    Date: 07/27/2023


    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,

    ***** S

     

  • Initial Complaint

    Date:07/19/2023

    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 purchased a pair of shoes on 06/23. On 07/06 I submitted a customer service claim with photos, showing the shoes have a rip on the fabric. They havent been worn. I have asked twice for follow up, and messaged the company via ******* and Instagram and have not received any communication back. They recently disabled their phone line. I have no way of communicating. I just want a replacement pair of shoes.

    Business Response

    Date: 07/20/2023

    Hello,

     

    Thank you for your patience!  

    We are sending the customer a free replacement 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.

Reef is NOT a BBB Accredited Business.

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