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:07/29/2023

  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 bought a pair of reef sandals on 7/01/23 ORDER RF1629623 $60.00 The items was shipped but not arriving. Then when checking the website, *** said the product was lost in transit. I called reef to an automated message that pointed me to email. I sent an email and waited. I tried calling again, same thing. I sent another email.tracking number: 1Z4413Y2YW23076250 The charge still stands on my account. I'd like to be reimbursed at this point. I'd never support a company that is this careless with its consumer base.

  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.

• Initial Complaint

  Date:07/26/2023

  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 from Reef on May 27th for my daughters birthday. I was to visit her in June for her birthday. I never received the order. In tracking the package through *** the package is said to be located at a *** distribution center in ********** ** since June 2nd. To date, It still shows the same thing. However, *** has updated its information to say that the package is destroyed/Lost. I am unable to reach Reef by phone and they suggest using email. I have emailed since June 17th and they keep sending the same generic response for me to give *** time to deliver the package which is not going to happen because they already established that the package is destroyed and the shipper has to file a claim. I would like a refund of the $60.48 I paid. My order #RF1471453. The email request #******. DONT EVER DO BUSINESS WITH A COMPANY YOU CANT REACH BY PHONE.

  Business Response

  Date: 07/31/2023

  Hello,
  
  The customer submitted a chargeback with their bank, so we systemically cannot refund the customer. The only way we can refund 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.

  Customer Answer

  Date: 07/31/2023

  why hasnt my money been refunded by the charge back method?  Reef is not responding to anyone including my charge back that has not been addressed.  If it has been initiated and you know I have not received my order why hasnt my money been refunded already?

  Business Response

  Date: 08/08/2023

  ********************** reviews and then will return funds to the customer. As a chargeback has been issued on this order, REEF is systematically unable to issue a refund. We are only able to refund the customer immediately is if they are able to have their bank drop the chargeback.
  
  

  Customer Answer

  Date: 08/11/2023

  REEF had 2 months to address the issue with my missing order and they did not.  This company does not get involved with customer complaints until they are escalated further by the customer.  There is no contact outside of an automated email system acknowledging they received your complaint and giving you a complaint number.  This order was placed on May 27, 2023, it is now August 11, 2023.  If they had any intention of refunding my money I would have had it by now.

• Initial Complaint

  Date:07/26/2023

  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.

  Wife bought shoes for my 4 year old a month ago and are already destroyed. See the pictures attached. You can not tell me that this is from wear and tear from a 4 year old who barely has worn them anywhere except to daycare.Company refuses to respond to me and take responsibility for their defective, horrible product.I have emailed them and they have not responded. I have asked for a direct call to me which they have not done and its been a week.Tried calling the customer service phone number which states they are not able to communicate via phone and email is the fastest way to communicate.Im sure they will have excuses as to why they have not contacted me as specifically asked.They clearly dont care about the consumer which I fully see now why they have a F rating on BBB.

  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 replace their defective pair. We have also issued a $25.00 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:07/26/2023

  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.

  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:

  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 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:

  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 (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:

  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 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:

  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 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:

  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 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:

  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 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.