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Business Profile

Surfboards

Reef

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 109 total complaints in the last 3 years.
  • 12 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:07/22/2023

    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.

  • Initial Complaint

    Date:07/19/2023

    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 made an online purchase on June 30th, RF1648262 through Reefs website. The item I purchased showed that it was in stock and being shipped. Received another email stating that it was shipped and now it has come to a complete stop. I emailed the customer service email and they replied that they would get back to me. No response, but that cancellations are against the policy. I emailed again and the same generic response. I paid the money for the product and they are not providing me with the product. I want my money refunded or the product, but I am not getting any response or help. This is stealing from customers!

    Business Response

    Date: 07/19/2023

    Hello,

     

    Thank you for your patience.  We did a deeper investigation and determined that the customer's order #********* was lost in transit in the *** system.  We have created new order #RF1680755 which we are expediting to the customer.  The customer has been notified that this replacement order has been made and they should receive a shipping notification email once the order enters the *** system.

    If we can be of any further assistance, we are happy to help and apologize for the inconvenience and delay in our response.

     

    Customer Answer

    Date: 07/19/2023


    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:07/18/2023

    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.
    On 6/22/23, I ordered a pair of Reef's Water Vista Shoes in White size 8 online - listed at $60, but for which I paid a total of $51.36 after using a coupon code (Order #RF1591656). I received shipment confirmation on 6/23/23 **** Tracking #1Z4413Y2YW22720171). On 7/3/23, I sent a message to Reef customer care stating that my package had not moved from it's origin location and was likely lost in the mail. I received an automated message back via email asking to please respond if my issue was not resolved. I responded to this email thread on both 7/3 and then on 7/10 to state that my issue was not resolved and heard nothing back from the customer service team. I submitted an additional customer service request on their webpage on 7/5 to which I received no response. I submitted a claim with *** for a lost package on 7/6 - that claim now states that they've sent notice to the seller of a lost package, but *** can not do anything further and to contact the seller. The customer service phone line on the ********************** webpage leads to an automated voice message that Reef is only responding to customer emails at this time and will not take calls over the phone. I have heard nothing back from Reef or a liver person at any point. I paid with a debit card and am unable to dispute the charge. I would just like my money back for the purchase I never received but Reef seems to have no customer service in order to process my complaint.

    Business Response

    Date: 07/19/2023

    Hello,

    We apologize for the delay in response.  

    The customer's order #********* appears to be lost in the *** system.  We have completely refunded the customer for their order and provided them with a $20 gift card which they will be able to use on a future order on REEF.com.

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

     

  • Initial Complaint

    Date:07/17/2023

    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 two pairs of sandals on 6-12-2023, they did not fit as expected. I initiated a return, on 6-22-2023, however there was an error with the label and I was directed to contact customer service at *********************************** or ************. I have done both. The phone answers with voicemail that there is only customer service via this email, which goes unanswered. There is no return shipping address provided. There is a 30 day return window which is closing. My order number is RF1554837 for ****** but I have no way to return the shoes and receive my refund. I am a longtime customer so this is very disappointing. I would even pay for shipping if I knew where to send them.

    Business Response

    Date: 07/18/2023

    Hello,

    Thank you for your patience.  We reviewed our return portal and were able to update an error in the phone number field which prevented a label from generating. We have now sent a pre-paid label to the customer through our return portal and a separate email with the label as an attachment.

    All the customer needs to do is print the label and return the item and we will be happy to refund their money.

    We apologize for the inconvenience and the delay and if we can be of any further assistance, we will be happy to help.

     

     

    Customer Answer

    Date: 07/18/2023


    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:07/13/2023

    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 ordered two pairs of sandals on June6, 2023. One pair was cushion vista hi and the other was cushion rem/black/tan. The cushion vista hi I have returned and was waiting for another size for an exchange and have heard nothing. I have called multiple times and they are only replying by email. I have not gotten anything solved thru email. The cushion rem/black/tan sandal was too big so I returned it to get a full refund and am still waiting for the refund. I would just like to get refunded for both pairs of sandals at this point, since it has taken soo long. The vista hi was $65.00 and the cushion rem sandals were $46.99.Thank you and I really appreciate any help I can get.

    Business Response

    Date: 07/14/2023

    Hello,

     

    The customer has been credited for both returns in full.  This credit may take 5-7 business days to appear on a billing statement depending on the customer's financial institution.

     

    Please accept our apologies for the delay in response.

  • Initial Complaint

    Date:07/11/2023

    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 two pairs of Mens sandals & received a pair of lifted womens sandals & a pair of womens shoes, both priced less than what I paid. In the box of womens footwear I received was my correct invoice for the two sets of mens sandals I ordered. I emailed Reef back through the website as instructed & waited weeks but received no response. I emailed again & still received no response. I have called over a dozen times but their message states we are only able to be contacted via email & please wait. I have sent messages through ******** messenger but also have not received a response. I would like my order fixed & to receive the sandals I ordered & paid for but am extremely disappointed because I get no response for my messed up order yet still get several emails a week from the marketing department, so Reef clearly has email, know how it works, have staff to use it but care more about making sales & taking peoples money than correcting their errors.

    Business Response

    Date: 07/12/2023

    Hello,

    We apologize for the delay in response and for the customer receiving the wrong items on their order.

    We have expedited overnight a replacement order for one of the styles and for the style that is no longer available we have issued a full refund back to the original form of payment on the customer's order.  We have also included a 20% promotional code to use on a future order on REEF.com since we realize not being able to replace both items is disappointing.

    The customer was also provided with a pre-paid label and packing slip to return the incorrect product at their convenience.

     

  • Initial Complaint

    Date:07/10/2023

    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.
    I purchased Voyage Lux sandals on July 11, 2022 from Reef.com. They were $75. Reef guarantees these sandals against defects for up to a year after purchase. The strap on the left sandal has broken. I followed the Reef protocol for warranty/exchanges which included sending an email with a picture of the sandals with the defect, information regarding replacement sandals, purchase information, and my address were replacement sandals can be sent. I have sent multiple follow-up emails to them since my initial email with information on June 25, 2023. I have never received a response. The order number for the defective sandals was RF1023240.

    Business Response

    Date: 07/11/2023

    Hello,

    We sincerely apologize for the delay in response to the attached inquiry.

    Unfortunately, the shoe the customer is requesting a replacement for unfortunately is no longer in production.  The customer was issued a gift card in the amount of $75.00 which is the most recent online cost of the shoe.

    The gift card code can be used toward any replacement product of the customer's choice on **************************.

    Thank you!

     

     

     

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