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Xterra Wetsuits

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 26 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:07/10/2025

    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.
    I purchased a wetsuit from Xterra on May 21, 2025 (Order #******XW). I received the suit on May 27. I tried on and tested the suit, and it felt okay, and so I wore it for a race on June 1, 2025. During the race, I was unable to breath well in the suit, and I started getting a large wetsuit burn on my neck. The pain was enough that I almost quit the race while in the water. On June 3, I reached out to the Company to request a return. They sent me a form which I filled out. I followed all packaging instructions on the form, and I paid full shipping to return. The team did not respond to me at all to confirm delivery; however, my *** receipt confirmed they received the delivery, so I waited a little over a week, and then I reached out on June 26 to check in.On June 27, the Company responded and said that they couldn't take my return because I wrote my name on the suit (on the designated area of the suit to write your name). I had written my name at the direction of race organizers. Xterra offered me partial store credit of $150 (I paid $359.79 - $299 + $35 shipping + taxes/fees) or to return the suit back to me if I paid again for freight ($15). On June 30, I responded letting them know about the injury the suit caused (I included pictures) and that even with a name on the suit, the suit caused injury and I wanted a refund, and I got no response. I also let them know I was unaware about that part of their return policy, as it wasn't included on the return instructions form or email (attached). On July 10 I had no response, so I reached out again. I received an email that offered the same credit/return options. I responded again that I was unsatisfied with these options given the injury. Xterra responded promptly re-stating the credit/return options and that this would be their last email unless I picked an existing option.I also can't find a place to leave a review, even though I got an email inviting me to, & there are reviews on-site (all positive).

  • Initial Complaint

    Date:06/30/2025

    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.
    Ordered a wetsuit, and returned it completely unopened following the instructions and within the allotted return window. They have now exceeded their 5-7 business day processing window and I have not heard anything.

    Business Response

    Date: 07/09/2025

    We appreciate the opportunity to respond to this complaint.

    After reviewing our records, we found no communication from the customer regarding any issues or inquiries prior to the filing of this complaint. The return was processed in full accordance with our return policy.

    We encourage customers to reach out directly with any concerns so we can address them promptly. We are always happy to help resolve any issues when given the opportunity.

  • Initial Complaint

    Date:06/27/2025

    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 ordered a wetsuit from this company that was too small. Per their return policy, I could send it back to their address within 30 days and receive a refund. I sent my package to the listed address within the 30 day window, but have received no updates or refund. I attempted to contact them regarding an update, but have heard nothing back.I shipped my refund through ****, and they confirmed my package was delivered to the correct address. I asked the company for an update again, but still get no response. Ive done everything according to their return policy but have not received a refund.

    Business Response

    Date: 06/28/2025

    We have been actively working with the customer to resolve this issue and have done so in accordance with our return policy. We first received an email from the customer regarding their return today, June 27, 2025 at 11:53am PST and a full refund was issued shortly thereafter. As with all returns, we ask customers to contact us if a refund has not appeared after 57 business days so we can investigate. Once we were made aware of the issue on June 27, 2025, we resolved the matter without hesitation. We appreciate the opportunity to clarify and consider this matter resolved.

    Customer Answer

    Date: 06/28/2025


    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:06/17/2025

    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 a wetsuit on 5/4/2025 for $176.50. It was shipped on 5/9/25. The wetsuit was too small and I emailed Xterra to obtain return instructions on 5/13/25. My email was immediately replied to with detailed instructions for my return. I completed the return exactly as instructed. The wetsuit was not used and was in the exact condition as I received it. My return was received by Xterra on 5/29/25 at 10:51 am. It was well within the 30 days from shipping as stated on their website. The website states to give them 5-7 business days; which I did and emailed on 6/12/25, which was the 10th business day. I have since emailed at least 4 times with no response and my return has still not been credited. There is no way to speak to an actual person about this as the phone number tells you to email them; which they clearly do not reply to emails given the large number of complaints that sound exactly like mine.

    Business Response

    Date: 06/17/2025

    We have been actively working with the customer to resolve this issue and have done so in accordance with our return policy. We first received an email from the customer regarding their return on June 17, 2025, and a full refund was issued shortly thereafter. As with all returns, we ask customers to contact us if a refund has not appeared after 57 business days so we can investigate. Once we were made aware of the issue on June 17, 2025, we resolved the matter without hesitation. We appreciate the opportunity to clarify and consider this matter resolved.

  • Initial Complaint

    Date:05/28/2025

    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 ordered two wetsuits via Xterra website on 3/2/25, part of order # ******XW. The cost was $******. We received the wetsuits but they unfortunately did not fit. I thus emailed the company for proper return instructions, and I followed their exact instructions and returned them via **** with postmark date of 3/20/2025. We had the shipment tracked and insured, and **** confirms it was delivered on 3/24/25 at the address in ********* listed on their return instructions. The wetsuits were never used and were handled with extreme care and with no damage to them. I am seeking full refund of the costs (******). I have emailed the company on 2 occasions since then and have not received any answers.

  • Initial Complaint

    Date:05/13/2025

    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 placed an order for two wetsuits and a race belt from XTERRA WETSUITS on 25 April 2025. After not seeing movement on shipping for a few days, I reached out to Xterra through their website and received an email on 29 April that one of the wetsuits had shipped, and the other was not in stock. I was given the choice of canceling the suit that was not in stock and the race belt or only canceling the wetuit and shipping the race belt. I responded via email to cancel both the suit that was not in stock as well as the race belt, as per Xterra's message. I did not receive any communication from Xterra and did not see a refund to my ****** card, so I reached out again on 01 May. Xterra responded with the same options they had already sent. I responded again to cancel both the not in stock suit as well as the race belt and to refund my order. Since that message on 02 May, I have not seen any communication from Xterra, and have not seen a refund on my account, though i have reached out several times through their website and through their email address; it is now 13 May. There is no chat option on Xterra's website and the only phone number I have found refers customers to submit a message through their website, making two way real time customer service to resolve issues impossible.

  • Initial Complaint

    Date:04/29/2025

    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.
    Hi, I purchased a wetsuit from Xterra but it didn't fit. I returned it, they received it two weeks ago. Their policy mentions a refund 5-7 business days from receiving the return. It's been 11 business days, I've sent 4 emails that have gone unanswered.

    Business Response

    Date: 04/29/2025

    The customer has been refunded in accordance with our return policy. 

  • Initial Complaint

    Date:04/07/2025

    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 bought an XTERRA wetsuit which was too small. I tried putting it on once, and noticed that it wasn't going to fit my hips. Followed the return policy, sent them the suit in perfect condition, and have followed-up three times via email regarding the refund. Nothing has been processed yet and no response received.

    Business Response

    Date: 04/07/2025

    The order was refunded in accordance with our return policy. 

    Customer Answer

    Date: 04/07/2025


    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:02/20/2025

    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.
    On 12.5.24 I bought a wetsuit for $214. I returned it using **** and the tracking shows it was delivered on 12.19.24. It was returned in perfect condtions and done according to their instructions. They have not refunded my money despite their own policy to do so. Their set up does not allow for two way communication by chat, by phone (with a person), or by email.I am asking them to refund me $199 (the cost less shipping). They have refunded me for two other orders (******XW and ******XW). But they have not refunded me for this third order ******XW.I have ordered numerous wetsuits but needed to return them because they did not fit.

  • Initial Complaint

    Date:02/13/2025

    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 a wetsuit on 12/6/2024. (Order # *****) The wetsuit did not fit well; I emailed Xterra for their exchange instructions which included ordering a different wetsuit (Order # *****) before I could exchange the first one. I returned the first wetsuit which was received at Xterra on 12/20/2024. I have not received a credit for the return. I've emailed Xterra (which is the only way to communicate with the company). The phone number listed is a recording instructing customers to communicate via email. I've sent 3 emails asking for a credit and have not gotten a response from Xterra.

    Business Response

    Date: 02/18/2025

    Customer was refunded in accordance with our return policy. 

Xterra Wetsuits is NOT a BBB Accredited Business.

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