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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:02/07/2025

    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 wetsuit that was too small. It was never used. I followed all procedures to return it and tracked it to ensure the wetsuit was received. It was received on 1/13/25 and I have yet to receive a refund. I emailed twice to check on this and have not received any responses.

    Business Response

    Date: 02/11/2025

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

  • Initial Complaint

    Date:01/31/2025

    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.
    My appropriately sized wetsuit ripped at the seams when trying it on, which is covered under their warranty. After emailing XTerra, I was told I qualified for a full refund and to return the product. I followed the instruction exactly, and the package was confirmed to be delivered by **** (tracking #: ******************************) . This was 13 business days ago, and I have not received a refund. They will no longer answer my emails asking about the refund. My original order was ******XW .

    Business Response

    Date: 02/04/2025

    The customer was refunded in accordance with our return/warranty policy. 

  • Initial Complaint

    Date:01/26/2025

    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 trident backpack for a Christmas Gift. I received the item on 12/16/24. I shipped the item back on 12/28/24. This item was in brand new condition & never used. They refuse to respond to my repeated emails requesting the status of the refund to my credit card. They got paid for the item when it was ordered & they are keeping the item without refunding me the cost of the item. I want the $78 refunded. I have been reading the terrible reviews about this company.

    Business Response

    Date: 02/04/2025

    The customer was refunded in accordance with our return policy. 

  • Initial Complaint

    Date:01/14/2025

    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.
    I bought a wetsuit last fall 2024 from Xterra. Followed all of the proper directions on trying it on. It did not fit. I emailed Xterra, they told me to buy another one and/or mail back the original and they would give a refund. I did this. I tracked the package. The wetsuit was in perfect condition and was signed for when sent back to Xterra. I was never issued a refund. I have called and sent four emails that have never had a response. The suit was never worn, and they won't respond to any of inquires about next steps.

    Business Response

    Date: 01/16/2025

    The customer was refunded in accordance with our return policy. 

  • Initial Complaint

    Date:11/21/2024

    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.
    Bought a wetsuit from Xterra. Followed all of the proper directions on trying it on. It did not fit. I contacted Xterra, they told me to buy another one, mail back the original and they would give a refund. I did this. The wetsuit was in perfect condition and was signed for when sent back to Xterra. I was never issued a refund. I sent probably a dozen or so messages to them. Finally when I said I was going to escalate the situation, they responded saying it was ripped in a few places. This is false. The suit was never worn, and was signed for when they received it.

    Business Response

    Date: 11/25/2024

    In order to keep costs low for all customers, we can only accept returns that have been returned in like-new condition.

    You may find our complete return policy online:
    ****************************************************

    We offered the customer a partial website credit that may be used to make a new purchase. Because they already made a new purchase, we can refund them in the amount of $150 if they would prefer not having a website credit.

    Customer declined our options for the return that was returned outside of our published policy. 


  • Initial Complaint

    Date:11/03/2024

    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.
    On October 9, 2024, I received my order of a womens sleeved Vengeance wetsuit (serial #******** that I paid $399 plus $20 shipping for. I followed Xterras exact instructions to try it on. It was too small in the chest area. After emailing them, I received return instructions. Again, following great care to adhere to return instructions, I returned the wetsuit via **** with tracking on October 11th. Continuing to follow Xterra instructions, I reordered the next size up (on sale for $299) and checked to ensure that the first suit was received. The initial wetsuit was received on October 15th. For two weeks following, I sent several emails regarding the status of the processing of a refund for this suit but did not receive a response. In the interim, I received the second wetsuit which fit in the chest but was too big elsewhere. I followed the exact same instructions and process as with the first. On October 28th, I was refunded for the second wetsuit, but still had not received any email or notification about the first wetsuit. This company provides no way to reach customer service via phone. Thus, feeling extremely frustrated about no response about my $399 wetsuit refund, I finally messaged the CEO and the Director of Operations on ********. Interestingly, within hours of sending those messages, I received an email saying my wetsuit was damaged and I would NOT receive a refund, but I could get the wetsuit that does not fit me back if I send them $15. This type of business interaction is egregiously unethical. Buyer beware, they encourage you to try out your wetsuit so that they can then say you damaged it. You have zero power in this exchange. I am a type A personality and followed every step, and yet, they TOOK my $399. I feel violated. I have tried various wetsuits on from other companies with zero difficulty. My only recourse is to dispute the charge with my bank. Again, the only way to communicate with this company is via email, and they will ignore you!

    Business Response

    Date: 11/19/2024

    We received a return from the customer with damages.

    Our return policy does not allow us to process refunds on products that have been return damaged. 

    To keep costs low for all customers, we can only accept returns that have been returned in like-new condition.

    You may find our complete return policy online:

    **********************************.com/pages/returns

    We have a couple of options for the customers consideration which were provided to the customer:

    Option #1:  If they dont have use for the wetsuit that they sent back to our office; we can offer them a partial website credit that they may use to make a new purchase at their convenience. We will email a $200 website credit that they can use at any time. 

    Option #2: If they prefer having the suit you returned, we can send the wetsuit back to them with a free tube of repair glue for self-repair. Small tears are easy to repair.  The charge is $15. We will send an invoice for $15. Once the $15 invoice is paid, we will promptly ship the suit back to them in the same condition it was returned.  

    In the interim, we are storing the wetsuit in a secure area.

  • Initial Complaint

    Date:10/29/2024

    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.
    The purchase was made on 10/15/25 The product was marked delivered to my parcel locker on 10/23/24 It was not there. I contacted **** who had last tracked it at our neighborhood parcel lockers.They sent a driver to check all lockers and mail boxes (14 mail boxes) and could not find it. They apologized and told me to contact the seller to have a replacement sent. I have emailed Xterra Wetsuits 3 times and have tried calling but get no response from them.I would like a response and to be advised on the timing of a replacement.

    Business Response

    Date: 11/19/2024

    The package was delivered to the address the customer submitted at checkout.

     

    Packages are occasionally left with neighbors or a building manager.

     

    Unfortunately, UPS will not cover the loss if the package was stolen If this is a case of property theft, you will need to file a claim with your insurance company.

     

    We recommend that you ship your package to a secure location to ensure it is delivered without risk of theft. Once a package has been scanned as delivered by the shipping service, theft is unfortunately outside of our control, and we are unable to offer a refund for stolen or missing packages. 

     

    If the package has been lost in transit and has NOT been scanned as delivered, we will place a claim with the courier. However, this package was marked as delivered at the address provided by the customer.

     

    The customer has opened a dispute with their bank and we are actively working directly with the bank.

     

  • Initial Complaint

    Date:10/25/2024

    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 bought a triathlon wetsuit that was too small (only tried in my house - did not go into water). I bought a new one because they require that and I returned the one that was too small - they responded immediately to all these inquiries. Now that I returned the wetsuit (received on 9/18 - I have *** documentation of this) I have yet to receive the refund. Also - I have emailed twice (their phone number only directs one to email - no physical person to talk to) - and its silence. Im now fighting it with my bank. This is a SCAM. Order number included.

    Business Response

    Date: 10/31/2024

    The customer was refunded in accordance with our return policy. 

  • Initial Complaint

    Date:10/16/2024

    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 a wetsuit from xterra, it has some quality issues. I tried to contact the warranty department multiple times, I sent emails on Sept 23, 27th, Oct 2nd, 9th and 14th. Never heard back. Now I lose confidence to this company and their products. I would like to have a full refund

    Business Response

    Date: 11/19/2024

    The customer was reposnded to and was asked to send more information on
    their warranty claim to *********************************** The following information is needed:
    ? At least one clear picture of the issue (Please attach images to the email) 
    ? Description of the issue
    ? Product and size
    ? Original order number
    ? Name on the original order
    ? Purchase date of original order
    ? A photo of the serial number which is located on the back-zipper flap.
    ? Contact information (email address and phone number)

  • Initial Complaint

    Date:09/23/2024

    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 purchased 2 wetsuits in July 2024 from Xterra for an open water swim in Aug. One was sleeveless and one was long sleeved. I tried on the sleeveless only and found it to be too big. Since the other one was the same size I did not try it on. I returned both for a refund, however they only refunded me for the long sleeved one stating that there was a hole in sleeveless one. They sent me a picture of it, however they cant prove I caused damage to the wetsuit. My options were to get a $65 credit or have the damaged suit sent back to me. I chose the latter and they were supposed to send me an invoice for $15 ( the amount I needed to pay for shipping ). I have sent out numerous emails for the past month to have my wetsuit returned and have not received a response regarding the invoice. Now I have no wetsuit and have lost out on $129.

    Business Response

    Date: 11/19/2024

    The customer has paid the $15 invoice and the ********************** will be returned. The
    customer was sent a photo of the damage along with a photo of the serial number inside
    the **********************, which matches the serial number she wrote on her return form. The wetsuit is
    indeed the wetsuit the customer returned to us outside of our return policy.

    Customer Answer

    Date: 11/21/2024


    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,

    **** *******

     

Xterra Wetsuits is NOT a BBB Accredited Business.

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