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Business Profile

Clothing

Billabong

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 7 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:05/23/2025

    Type:Service or Repair 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.
    An e-giftcard for Billabong was purchased in June, 2024 in the amount of $50. I have full documentation of this e-giftcard that does not have an expiration date. We just tried to use the e-giftcard to make an online purchase and are told that it is invalid at the online checkout. After contacting Billabong multiple times since 5/19, and providing all of the information they requested three times in three different formats, I was told they are recently under new internal management (though the same company of Billabong) and do not have access to gift cards from their old system and cannot offer a replacement giftcard. As the consumer, I have no way of knowing when internal management changes within a company, and how they cannot continue to honor a giftcard that is in their company's name is unacceptable and unbelievable. This flippant response and decision along with their lack of customer service is terrible. I would be happy to provide email documentation if requested and needed.

  • Initial Complaint

    Date:04/07/2025

    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.
    Date: 2/14/25 Amount: $311.14 What: Two out of many items from order never delivered. Refunded for one item instead of all missing items. Order removed from my account and unable to access order history on their website. Billabong fails to respond to any emails about this issue.

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair 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 bought a full wetsuit from Billabong in November 2023. I went to their website ordered my wetsuit, Ive been wearing their wetsuits for about 40 years. They fit me well. I got the wetsuit everything was perfect. First few months I used it the stitching came undone in the neck. It progressively got worse until the whole neck section became a hole. It had only been 6 months and I knew I had a one year warranty so I contacted billabong. They said to send pictures and fill out an information sheet. They got back to me and said I qualify for warranty and to send the wetsuit to them in *********. I live *************. I was actually going to ********** to visit my mom and she was only 15 minutes from billabong headquarters. I asked if I can drop off in person they said no so I sent the wetsuit *** in December 2024 to the billabong headquarters in ******, **********. A lot of going back-and-forth since I first contacted him about my warranty now I was waiting. I sent an email to my warranty contact. Their name is **** they work for a company called limited brands. She confirmed that they received my wetsuit said I qualified for a full reimbursement for a new wetsuit. They gave me certificate number in the value of the wetsuit and told me to go to their website and buy a new wetsuit with certificate. So I go to the website theres hardly any wetsuits and not one my size I contact him said how can I get a wetsuit with this Credit on your website with no wetsuits on your website? **** proceeded to tell me that theyll send a refund. But I didnt get a refund and **** sent me a totally bogus invoice as proof. They did not credit me in anyway, nor did they credit the credit card that I bought the wetsuit with. The last email I wrote to the warranty department was please send me my old wetsuit back. There was no reply. I cant find a phone number or email to contact someone else at Billabong. I did a search on Billabong and it turns out theyre going out of business

  • Initial Complaint

    Date:02/18/2025

    Type:Service or Repair 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.
    Purchased an item on February 7, 2025. Received a confirmation order email same day. Never received anything else about my order. Contacted customer service about my order multiple times without any communication back.

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair 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 placed this order 1/31/25 for two items which were shipped separately. The shirt which never arrived was shipped first on 1/31/25. The tracking info says it was delivered to my house on 2/3/25 via ****** but when ***** arrived at my house with other packages, the driver told me that package was not on his truck. I contacted Billabong and spoke with ****** who told me they would put in a claim with ***** and get back to me within a week. I called and spoke with ****** a few days later asking if I could be shipped a replacement and he told me I would have to wait. I called Billabong again today, a week later, and now no one is answering the customer service line. I also sent customer service an email and have not received a response.

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair 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 placed an order for two items (BBUS-853332) on November 15th. I received one item December 17th. I still have not received one of the items. It says both were delivered but there was only one piece. Not only that, but I went to return the one item I did receive and the website wouldn't allow me to because it said that the window had closed. I went to email on multiple occasions to resolve the issue and not only have I not received a proper, helpful response- I still have not received the second item I ordered.

  • Initial Complaint

    Date:08/26/2024

    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 returned 2 orders BBCA-***** and BBCA-***** by Canada post tracking 7323 6913 5320 0703 which was delivered to Billabong warehouse on Aug 12. After waiting 10 business days according to their return window, I called this morning. The customer *** said I have to wait "INDEFINITELY" which goes against their own terms and conditions. I returned over $500 and I'm worried it's lost in their warehouse or one of their receivers took it as their own as I don't believe how a big package with 7+ items can sit in a warehouse unopened and unscanned. Could you help me get a full refund for the items I have returned, and if they're not willing to refund at all, to send the items I've shipped back to me, so at least I'm not losing out on my payment. and please ask them to provide a firm date to issue a full refund. from the BBCA-***** (refund due is $357) I've returned everything but Be Free Denim Pants - Blackberry and from the order BBCA-***** (refund due is $225.66), I've kept ************* Denim Pant. I'm due refund $582.66 in total

  • Initial Complaint

    Date:07/11/2024

    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.
    An online return was sent to Billabong. The company did not send an email confirming receipt of the package. Checking with **** and the delivery company Pitney ****** the package was delivered in April 2024. I have contacted customer service many times regarding the refund of 126.66$. However on 5/15/24 customer stated they were refunding me $63.19. I immediately emailed them to tell them this was the incorrect amount. They said they are changing systems and this is causing the delays and confusion. I have talked to many supervisors who continue to insist issuing the remainder of the refund will continue to take weeks. The package was returned March 2024 and as of July 2024 I am still waiting on the remainder of the refund to be issued (63.47$). Please see attached photos of emails regarding receipt of return via ***** and several email correspondences with Billabong customer service.

  • Initial Complaint

    Date:05/03/2024

    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.
    On February 19, 2024 I placed an online order with Billabong.com for *****. The photo showed the pants being tan, but instead they were green. I sent the pants back, after fighting for a free return label because it was 'false' advertising making a 'green' pair of pants look 'tan' on their site. So, I returned the pants, asking for a refund. They refused to reimburse me for the original shipping charges, ***** which I also think I unfair due to the false advertising. After not receiving the refund for weeks, I called to verify that they had received the pants, and to ask where my refund was coming. They would not let me speak to a manager. They said they did get the pants back, but said their company 'system is having an issue' but they would 'escalate' it to a supervisor (again), and that I 'should' be refunded my money a couple days from April 2. I never received the refund for all of April. Then, I called them again May 1, 2024 and asked where my refund was. They said the same thing: their 'company system is having an issue' and they would escalate it to a supervisor. I asked that the supervisor call me 'directly', which they promised they would within 24 hours. They never called. I feel that they are guilty of false advertising, poor business practices, and not refunding me my money. They have had the pants for over 2 months now, and I am out $*****

  • Initial Complaint

    Date:04/16/2024

    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 a purchase for a pair of shoes. It arrived later than expected, so I immediately an online Return request. I returned the purchase the next day, and saw that it was received by Billabong on March 13, 2024. Their return policy states that it takes 7-10 business days to process the return, and an additional 2-4 days for the money to be credited back.It has been a month and I have not received my refund. I've called and emailed customer service with several replies that the issue is being escalated to another department but each time, I've yet to receive my money back.I was told in one phone call that they had a glitch in the system, that they are having a "meeting" about it, and other people are having the same issue.I just want my Refund, I will never buy anything from this company again. But right now, it feels like I'm being robbed. They don't refund shipping charge of $7.99 and also charge an additional $7 for restocking fee. So they are taking my money either way for completely untouched/unused merchandise that I returned the next day. I have email communication with customer service but no refund.Please help.My purchase from Billabong.com is the following:Order Number: BBUS-****** Tracking Number:9400 1361 0602 3532 8057 81

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