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:07/19/2023

  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 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:

  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 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:

  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 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:

  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 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:

  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 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:

  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 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:

  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 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!

   

   

   

• Initial Complaint

  Date:07/05/2023

  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 have placed two orders with reef in the past week. The items I have purchased have been placed on sale and I have requested a price adjustment. There was no response to the email customer service system. The contact number for reef customer service insists that all customer service issues must be resolved by email. I would like to speak with someone to resolve the matter because I was not issued a refund for the difference in the sales price of any of the items. Additionally, one of my orders was shipped via overnight delivery via *** on June 30th 2023 and I continue to wait for these items. I have received only generic responses from reef that tell me to continue to wait for my products. This is very poor customer service. I would urge anyone who reads this to do business with a more reputable company who actually cares about the consumer.

  Business Response

  Date: 07/10/2023

  Hello,

  The customer has been refunded a total of $61.48 back to their original form of payment to apply the missed 20% promotional code and overnight shipping costs.  The shipping costs were refunded as a courtesy since the order was placed on a Sunday, 7/2, and shipped on the next business day (7/3) but due to the July 4th holiday did not deliver until July 5th. 

  Thank you!

   

   

• Initial Complaint

  Date:06/29/2023

  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 made an on-line purchase of a sandal from Reef in approximately two to three weeks ago. I started contacting Reef for a refund on 6/20. They will not answer their customer service number; you have to leave an on-line message. I have added to my message, but nobody has contacted me after ten days. There is a thirty day return window. The shoes are poorly made with **** bottoms which provide no arch support as advertised. I want a refund.

  Business Response

  Date: 06/30/2023

  Hello,

   

  The customer was provided with return instructions and will receive credit for the shoes once returned even though they have been previously worn.  Customer was also sent a $20 gift card code to be used toward another purchase on REEF.com. 

• Initial Complaint

  Date:06/26/2023

  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.

  I purchased a product in April (shoes) that are defective and falling apart, as early as mid-May, with minimal wear. I reached out to the company to see if this was common, if there was a resolution or a suggestion. My first communication was May 27th, then June 6th, followed by June 15th, and finally June 23rd. All of this was via email. I also private messaged on Instagram on June 19th. I have received zero communication in return, after multiple follow up emails, an attempt to call (although the recording says they will only do customer service via email) and no indication of a timeline for response. Additionally, the issue has become worse and worse by merely sitting inside of my closet and having been worn two additional times. This is the worst customer service Ive ever received, and shockingly, its from a larger, established company. At this point, its the principle regarding the lack of response, communication, care, concern or desire to assist.

  Business Response

  Date: 06/28/2023

  Hello,

   Apologized to customer for delay in response time and issued a gift card for the amount of the shoe that claim was filed against to be used on REEF.com.

  Customer was also informed that there was upcoming 20% off holiday sale.

   

  Customer Answer

  Date: 06/28/2023

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