Surfdome.com reviews

Great Products, On Time!

Just bought a vans shoes. Great product. And with free next day delivery promo : )

Great products, fast delivery, great customer service.

I have been a customer of Surfdome for about a year now. I ordered some boots in December and they took a few days to be leave them, when I received them I had to return them and the customer service I received was brilliant, polite, knowledgeable staff on the phone who explained the free returns service to me and my exchange was processed pretty quickly. I have since ordered from them and my stuff was sent out for same day and I received it the next day with a courier. The whole process was quick and easy and I was keep informed by email every step of the way, from ordering to my order leaving them, I even got a text message on the morning of the delivery to tell me what time to expect my stuff.

Brilliant, would definitely recommend them!

Absolutely fantastic, great prices and service

I ordered some Caterpillar Colorado Boots for my husband, they arrived two days later, absolutely perfect and on special offer. Saved £50 on other comparison sites. I would most definitely order from them again with confidence. They even do free returns.
Great online company.

My name is…………

Hey
My name is Monica, not Michelle.
I feel so……… bad about your customer service.

Ian found this review useful

01 May 2013

Reply from Surfdome.com

Dear Michelle, Thank you for your post. Whilst we understand that you requested for the order to be sent via Royal Mail, unfortunately it is not always possible to do so. This is because this shipping method is not always secure and if we are sending an expensive or big item to the other side of the world then our warehouse always send orders by FedEx. Royal Mail wouldn't accept a parcel containing a pair of wellington boots as this is over their limit. Unfortunately, we are unable to reimburse you for the import charges as we are not responsible for them. All of this information is very clearly stated in our FAQ pages on our website.

Excellent

Easy to use website. Excellent delivery service. Would definitely use again.

Fantastic service

We had to return our product as we had ordered they wrong size. Surfdome exchanged the items without a problem and dispatched the goods to France within a couple of days. We received delivery details by email so we knoew exactly what was going on. If all internet sites were this responsible and showed such customer care internet shopping would be so much nicer

super fast!!!!

ordered the item last Thursday...it was dispatched the following day and I had the parcel the day after....SUPER QUICK (even though it was standard delivery)!THAAAAAANK YOU!

Poor service, slow delivery.

Paid for next day delivery. Was told delivery would be next day but item never arrived. No correspondence from Surfdome/couriers. Disappointed as was birthday present.

Ian found this review useful

14 March 2013

Reply from Surfdome.com

Dear Simon,

We certainly apologize that your order was missed by our courier and that the delivery got delayed.
We refunded you the postage paid and the parcel should be delivered shortly. We hope that the birthday person will like the present.

Kind regards,
Barbara
Surfdome

Can only recommend

I ordered on Wednesday, forgot it was Mothers day this week!.
My mums dress arrived quickly, Just what I wanted and brilliant value, delivery text came through so I knew exactly when it would arrive. Not many companies get it right but looks like I've found one worth visiting again. Just need to wait for pay day so I can spend spend spend!

Fast delivery!

Not sure about all this mixed reviews but my experience with Surfdome was superb! I placed my order on Friday night selecting 2nd Class delivery, Saturday they let me know it was dispatched so I thought well with the 2nd Class it would arrive in the middle of the next week but what a surprise when I got home on Monday my pretty Quiksilver top was delivered! Certainly will shop again!

Friendly, Fast and Efficient

I have been shopping with Surfdome for many years and always receive the highest level of service.

Every time I have a worry or a query, their customer service team are always there to put me at ease (I am quite a nervous online shopper). Even when something does go wrong (my original order got lost by the by the ever amazing Royal Mail...NOT), so they replaced the order and upgraded it free of charge to a courier. It arrived the day after I spoke to them and although I spoke to a different member of staff every time, they were always friendly and did not mess me around with a patronizing speech.

It's seems to have gotten a bad rep on here, so it's really weird.

Always a great choice of brands and the price is always amazing. Even when the items are not on sale, they still always manage to beat other online retailers.

All in all, a great site with great staff, great prices and a great operation!

14 March 2013

Reply from Surfdome.com

Dear Ryan,

We are glad to hear you are happy with our service. Keep shopping with us!

Kind regards,
Barbara

Excellent Service - Try then your will love them!

I have read the reviews here and am confused. The other review site says great things and quite a few here are unhappy. I’ve been a customer of Surfdome for years and apart from a little problem with deliveries after Xmas this year its a brilliant company. So much choice and brilliant NEXT day service. If they had a problem they have sorted it now.

Perfect delivery , perfect conditions, perfect timing.

After reading all the bad reviews, I' d almost give up from ordering a snowboard from this site but I've decided to do it anyway.
I don´t regret it at all , because I've made a very good deal with free shipping that matched EXACTLY the estimated date of arrival.

I would recommend this site for everyone, don't be mislead by the bad reviews.

5 stars, fantastic experience

After reading some of the bad reviews on here I almost didn't order. What a mistake that would have been
Paid for and shipped same day
Arrived the next
Short of actually going into a shop I don't think you could do any better
Fantastic

Made in China!!!???

I made a order and spend over 200£. I've got Lacoste shoes, Rubber duck and Puma water bottle. I was very surprised as all this products are made in China due to info on its. Is it a fake?? I informed that Lacoste should be made in Peru. I'm not sure anymore in authenticity of Surfome goods.

23 February 2013

Reply from Surfdome.com

Dear Tatyana,

Please note that we are an official seller of Lacoste products and we don't sell any fake products. Lacoste has factories all over the world with some of them being in countries like China, Peru or Morocco. Only polo shirts sold in the US are made in Peru, products made for the United Kingdom market are products in other countries.

Never dispatched

Ordered an expensive item 8 days ago for a present, never dispatched. Emailed customer service three times, rang twice, always the same response "it's in the warehouse it should be dispatched soon" with a blase attitude. Had to cancel my order and go elsewhere- money hadn't even been taken from my account. Left a complaint on their Facebook page which was never responded to and was promptly removed- it seems they only want good customer feedback and not the bad.

Ian found this review useful

19 February 2013

Reply from Surfdome.com

Hi Chloe, We are very sorry for the customer experience you received. We have recently had a warehouse upgrade and it has been causing a few issues with customers orders. Obviously it has affected you in a big way and for that we really do apologise. If there is anything further we can do in the future then please do not hesitate to contact us.

Awful company!

I seriously would not bother with this company! Their customer service is awful under all the front they put on! Whilst most of the staff you speak to are pleasant enough they have no clue what is going on! 3 weeks and I still haven't received my order after it got lost! However it has been upgraded to a next day delivery and DPD will send me a tracking reference with a time slot? Guess what? No!!
There are far better companies deserving of my custom and that's where I will be going in future!
Stay away people! Online shopping shouldn't be this much hassle!

Ian found this review useful

19 February 2013

Reply from Surfdome.com

Hi Peter, We are very sorry this way. It really was not our intention to mess you around. We have had a recent warehouse upgrade and unfortunately it has cause a few issues with some of our customers orders. I have tracked your replacement and I can see that it was delivered and signed for today. If you have any further enquiries then please do not hesitate to contact us.

Excellent customer service.

I have had two experiences with Surfdome over the last couple of weeks, there wide selection of ski and snowboard gear was perfect and i got all the bits i needed for my up and coming trip.

When i ordered something last minute and was worried it wouldn't come i contacted Surfdome. A member of there customer service team was very help full and not only explained when i would expect the delivery of my package but upgraded my delivery to Royal mail 1st class for nothing, thus insuring i'd receive my package in time for my holiday!

To summarise, excellent product range and great customer service including delivery. Would definitely use again!!

13 February 2013

Reply from Surfdome.com

Dear Sam,

Thanks a lot for your positive feedback. We are glad to hear you are happy with our service.

Kind regards,
Barbara

Surfdome Never Fails to Deliver!!!

I am once again very impressed with the speedier delivery services to Singapore provided by Surfdome. Surfdome had once again provided me a super positive online and distance shopping experience with them. Surfdome Never Fails to Deliver!! Surfdome Rocks!!!

08 February 2013

Reply from Surfdome.com

Dear Garen,

Thanks for your lovely feedback. Keep shopping with us!

Kind regards,
Barbara

So hard to wait for deliver....

this is customer from Korea. I ordered Jan.29 with Quiksilver helmet and socks. today is Feb 3...but still same status with no dispatch... and most problem is that nobody is on the phone.... I tried more than 10 times with about 5 hours.... what should I do to get the product.... it is present for my bro. send it please....it is not that hard task....

05 February 2013

Reply from Surfdome.com

Dear Surfdome customer,

We are sorry to hear you were unable to contact us via phone. Please note that we are a company based in the UK so there's a time difference between us and South Korea. Maybe you tried to call us when our phone lines were closed.
Our customer service team is here from 8am to 8pm GMT Mon - Thurs, 8am to 6pm GMT on Fri and 9am to 5pm GMT Sat- Sun and you can call us on our international number +44 208 795 1218.
Alternatively, you can email customer.service@surfdome.com with your order details and we will be more than happy to confirm the status of your order.

Kind regards,
Barbara
Customer Service Assistant Manager

Excellent company

I ordered a rucksack from them on amazon, free postage and return, fast shipping, well packed, ideal. But becauser they hadn't replied to my email they actually phoned me to personally apologise and make me an offer - I was very impressed!

A badly organized company, with serious dispatch issues

I placed an order Sunday the 20th of January, and today Thursday the 24th the parcel haven't even gotten dispatched. I've spoken on the phone with the customer service five times, but nothing is happening.

Yesterday, I was told that my package should be upgraded and put on a priority list - which sounded great - but when I spoke to customer service today, they stated the same thing. This makes me wonder what an "upgrade" and "priority" means in this company, since the ones that was made yesterday seem to have disappeared today? Why would my order need to be upgraded twice?

Since I'm going backpacking for three months, starting next Friday (1st of February), there really is no point for me getting my parcel any later than Thursday the 31st. When I placed my order, there was 9 working days left and I figured that would be just about enough time. But now, nearly one week have passed and Surfdome still hasn't managed to send my package away from the warehouse. Curious, since the order I placed at asos.com at the same time, was dispatched the day after.

This company really needs to figure their system out, and do some serious improvement. The staff at customer service is very friendly and kind, but to me it seems that what's happening at the warehouse is out of their control. There is really nothing they can do, except for this "upgrading" - that clearly has no real value anyways.

I really wish I had googled this company before ordering - it seems that many others have experienced similar things. It just sucks when you spend over 100 pounds, and they just go to waste.

Ian found this review useful

25 January 2013

Reply from Surfdome.com

Hi Beata,

We apologise for any delay with your order.

This order will be dispatched via FedEx today and should be with you on Monday or Tuesday.

We are a young company and are still learning but are always grateful for Customer feed back. We have recently implemented a new system which should help improve on dispacth times for all our customers.

Once again sorry for any delay.

Kind regards

Surfdome

Unreasonable

I now use Trust pilot all the time after having a bad experience with a store and only seeing all the really bad reviews after my order went tits up!

I was about to spend over £100 on this site and thought I had better check here first, I am so glad I did! The website looks great SAYS everything that you want to hear...free delivery..free returns..BUT after reading ALL the reviews here I have decided to go else where. Even taking into account the good reviews which seem a bit to short and sweet, the problems people have listed are expensive, stressful, time consuming and sustained over a long period of time, therefore not improving. I doubt they will be in business for much longer when potential customers like myself see the experiences of others prior to even ordering, I'll save myself the trouble and listen to the wise words of others!!!

Kenn Fjellander and Ian found this review useful

25 January 2013

Reply from Surfdome.com

Hi Sam
Thank you for your review. I appreciate that some customers make decisions based around reviews. Obviously our feedback on Ttrustpilot is not great and should be better, however the number of feedbacks we have received on trustpilot is 45 whereas on Shopzilla we have received over 25000 reveiws, with an overall rating of 9.1 out 10. We feel that Shopzilla offers a more rounded view of Surfdomes service rather than the small sample on Trustpilot.
We do offer a Free Delivery and Free Returns service in the UK. Also if you purchase over £75 you can also select free Next day courier service Free of charge. There are some restrictions with our service of Free returns such as Oversized Items which it clearly staes on our website.

Most companies choose to use one or other feedback companies so that they can build up a better picture of overall service. In 2012 we chose to use Shopzilla and in 2013 we will be looking to increase reviews on Trustpilot which will give customers a more balance view to Surfdome.

I hope this helps improove your impression of Surfdome and look forward to your future custom.

Kind regards

Surfdome

"Free returns" is misleading

I couldn't decide which bikini to buy, so bought 4 since unwanted ones could apparently be returned free. Not as easy as website makes out. I went to nearest Collect plus store, only to be told I didn't have the right label on the parcel. Turns out (after speaking to customer services from the store) that company hadn't sent me relevant label and only way to get one in that situation, is to print one off yourself. I explained I didn't have a printer and was told to "find a friend with one". Since that would incur a lot more time and hassle, I chose to go to a post office, and pay the £2.20 to post it back. In addition, turns out the customer services is NOT A FREE NUMBER either, so in total it has cost me around £7 to send the unwanted items back. I was told that these costs would not be reimbursed. I am so disappointed at this terrible customer service, and will tell all my friends who I know often think about buying from here, that it is not worth the hassle or the additional cost.

Sam Lewington found this review useful

14 January 2013

Reply from Surfdome.com

Thank you for your feedback and I am very sorry to hear of this.

Normally our warehouse do include a free returns slip within each order package, but unfortunately it sounds like you did not.

We would love to get this sorted for you and refund the return postage costs for you, but it seems you have not included your original order number.

Therefore if you would like to drop us an email with a link to this review and your order number, we will gladly refund this for you.

Sorry again for any inconvenience we may have caused and hopefully we can get this sorted shortly.

Kind regards,

Surfdome Customer Servuce

Frustrated!

I head to the mountains on Saturday and ordered some Electric EG2 snowboard goggles through Surfdome last week. I selected next day delivery... it's now been a week.

I checked with my local post office and having had no joy there contacted Surfdome's customer service which whilst friendly was not particularly useful informing me I would have to purchase the same goggles again, then return and claim a refund on my original order if it ever turned up or advise them they still haven't arrived after 19 days and try and claim a refund.

Looking beyond why I want to throw more money at the same company/process that couldn't deliver my last order the other problem is I bought the last pair of these type of goggles! They might have thought about checking this when they looked my order history up! I have ended up going else where and actually found the same goggles cheaper including next day courier delivery. I just have the joy of trying to get a refund from Surfdome on my return now...

Having looked at some of the other reviews it seems people have had similar problems with orders not being delivered so my advice if you are placing an urgent order, don't!

Sam Lewington and Ian found this review useful

10 January 2013

Reply from Surfdome.com

Hi Tom,

I am sorry that you have not yet received your Eletric Goggles. The order was sent out on the 3rd January, 1 day after you purchased via Royal Mail recorded signed for service.
Usually Royal Mail delivers 1st class recorded Mail within 3 working days so ideally you should have received it on Tuesday however sometimes it can take a little longer.
If an order is required urugently then we would normally advise customers to select the Free courier service for all orders above £75.00. In your case this was not selected.

The Surfdome agent that contacted you, advised you to replace the order because it had only been 4 working days after the order was dispacthed and Royal Mail advise us to wait a minimum of 14 days before replacing missing orders. I will admit that the agent should have checked stock availability so that they may have advised you towards a different product if there was a need.

With regards to price matching - Surfdome would always price match like for like products from different stores.

If you still want to return your product after your holiday please use our free returns process by Collect+ which you will receive with your order.

I am sorry that you feel that you have not received fantastic service with Surfdome. This is something that we pride ourselves on and can only strive to improve our services by the feed back we receive from our customers.

Kind regards

Surfdome

OUTSTANDING!!!

The product was exactly as I wanted and as described delivered in good time. Very pleased with Surfdrome and their efficiency. It was like winning the lottery finding this online store!I'm very pleased with the items I've purchased from Surfdome over the past couple of months and the variety on offer! I would definitely recommend this to anyone. Keep it up Surfdomers!

08 January 2013

Reply from Surfdome.com

Dear Amie,

Thanks a lot for your lovely feedback. Please keep shopping with us!

Customer Service

Abysmal

Like others on here I have wasted too much time on this company , in summary they allowed me to order an item that wasnt in stock, didnt tell me that it wasnt in stock until I had called 4 times after 10 waiting 10 days, unhelpful or unresponsive customer service, still havent processed a refund 3 weeks later. Will NEVER use again or reccomend that anyone else does.

Ian and Sam Lewington found this review useful

08 January 2013

Reply from Surfdome.com

Dear Claire,

I'm sorry to hear you've had such experience with us.

We automatically update the website when a product is no longer available, and in your case, it would appear you have been able to purchase the jumper during this update period.

I certainly do apologize for this and I also apologize that we weren't able to contact you about this situation quicker.

However, we hope you are satisfied with the other products you ordered from us.

Kind regards,
Barbara
Customer Service Assistant Manager

Have to agree - poor delivery and service

I ordered a scooter on Friday 14th Dec. Got a reply saying that the order is received and will be shipped in 2-3 day. Got nothing more, so chased them on Tue 18th. Found out that it still had not been picked from the warehouse. They said it should be picked soon, so will be with me in 2-3 days... Errm after Xmas! I explained it was a present for my son, they offered to upgrade me to 1st Class. I chased the following day, to be told it had not been picked yet! I gave them a roasting - their customer service guy really wasn't 'bovered'. Chased the following day - wasn't picked yet! They put it on a priority list and organised a courier. I did get it today (Friday). This company need to get their warehouse sorted out - take a tip from Amazon, or loose customers!

Ian and Sam Lewington found this review useful

10 January 2013

Reply from Surfdome.com

Dear Elliot

Thank you for your feedback.

We do sincerely apologise for the lateness of dispatch on your order. In general we aim to dispacth all orders within a 48hr period however over the Christmas period there were times that we did not meet that target. Also we should have ensured that the moment a customer makes us aware of this that the order goes out the same day.
This is something we are working on and hope that our customers see an improvement.
With regards to the agent you spoke to, I am sorry that they came across as not bothered. Our investment in our employees is something we take very seriously and we hope to ensure that no agent has a poor attitiude and that our customers do not have a poor Surfdome experience. There are notes on your account ansd we can also listen to calls so we will investigate this issue for you.
Please be assured that we listen to all feedback and do make sure that we act upon it.

Kind regards

Surfdome

Awful customer service

I can't be bothered to waste further time on this company by writing a lengthy review so I will just say this: horrendous!

Ian and Sam Lewington found this review useful

10 January 2013

Reply from Surfdome.com

Hi Matt

I am sorry to hear that you experience was horrendous. We would like to investigate it further but have no details.
If you would like to contact our Customer Services team to provide us with some details, we would happily investigate your issue.

Kind regards

Surfdome

Bad delivery

last friday I placed an order. now it is tuesday and it isn´t dispatcht yet,
could you tell me why this take so much time. i need it beforen the first of january.
and if I try to contact you, I will never get somebody on the phone.

BAD DELIVERY
BUT Service is even WORSER

Sam Lewington and Ian found this review useful

Extremely poor service

I ordered a helmet for my upcoming holiday in plenty of time for the free 2nd class delivery to reach me. The item was showing as "in stock" when the order was placed, the order was accepted and payment authorised. Five days later, no word confirming that the item had been dispatched. Called the customer services line to be told that someone would look into it for me and call back in a few minutes. Four hours later I called again to be told that the item had been out of stock since my order was placed.

If an item is out of stock, it should be shown as such on the website. No money should be taken from a customer for such a purchase.

If an item turns out to be out of stock after an order is accepted, then the customer should be informed of this, not left waiting in limbo.

If someone in customer services agrees to look into a problem about an item not being dispatched, they should call back within the agreed timescale.

All in all, very poor service, I will not be giving them another opportunity to waste my time.

Sam Lewington found this review useful

This company is a joke.

Ordered a surfboard online and received an order number and confirmation of the order. After several days of no contact about the status of the board or if it had actually been sent, I tried to email the company through their website with no response. After 2 days with no response I tried to call the international number listed on the website to no evail. Rings out every time. Still no response to email. Customer service non existent.

Ian and Sam Lewington found this review useful

30 November 2012

Reply from Surfdome.com

Hi Paul, we received your email yesterday at 10:16 which was due to be responded to this morning. I have asked our Warehouse to make sure the order is fully dispatched and sent today via FedEx so it should be with you within the next 3 working days.
Our apologies regarding any delays
Kind regards
Surfdome

Consistent good service and excellent prices

Ordered from these guys a few times in the past 3 years and received excellent service every time. They are my top 5 favourite online retailer for snowsports and outdoor gear: I got some amazing deals on The North Face, Spyder and Oakley recently in sale. Have ordered again 3 days ago: Oakley backpack arrived within 3 days - another faultless transaction. Communication is good confirming order, dispatch and refunds, fast free delivery every time. Had to return couple of times items that did not fit: free easy returns and refunds were processed very fast.

Terrible Service & Company

Order late Monday and had to call on Thursday to find out that Surfdome had been having some issues with Royal Mail picking up orders. I'm going on holiday tomorrow and not really interested in excuses as it's not my problem. They couldn't even upgrade my order to delivery on a next day service. Not the "Award Winning Service" they talk about on their website. I won't be ordering from this company again.

Sam Lewington found this review useful

12 November 2012

Reply from Surfdome.com

Hi Alan,

Thank you for your feedback and I am very sorry to hear about this situation. We did have an issue with Royal Mail collecting orders and you are right this should not have had an impact on the service you were provided.

Although you did select Royal Mail 2nd Class, we in no way promised when the order was dispatched. We do offer a very competitively priced next working day delivery service which would have guaranteed delivery the following day.

It seems that when you did contact us, it was past the cut off time to upgrade the order, so I do apologise about this.

If you would like to discuss anything further, then please do not hesitate to contact us at customerservice@surfdome.com and we will endeavour to provide you with the best service possible.

Kind regards,

Ryan @Surfdome

Gode mærker.

Fed webshop med gode mærker og billig levering

Took 2 days after my order and supposedly delivery to tell me they had no stock

Very poor customer service. Ordered for next day delivery and didn't turn up. Only when I rang did they say they hadn't dispatched the item but would do.

Then a day later when it was supposed to be delivered again did they tell me it was out of stock. Person who phoned was hardly apologetic and kept calling me mate!

Do not use company as they clearly don't know what they are doing.

Ian found this review useful

overfuckincharge

i brought something for $60 dollars in this website they call surfdome took more then they was supposed too charging my credit card $113 for no fucking reason this website is bullshit really in theres no one you can contact ...so people out there be careful ordering stuff off this website surfdome

Non delivery

I have now been waiting two weeks for a delivery . I have tried to contact their customer service several times wrote letters,phone(nothing)At least I get my package today moning.

14 October 2012

Reply from Surfdome.com

Hi Marika, Thank you for your time on the phone. After an investigation with our warehouse, it does show that your order was dispacthed on 9th October via Royal Mail Europe. If you have not received your order by the 25th Then we can replace the order for you. Please let us know if you have not received it.
Kind regards
Paul @ Surfdome.

Appalling Service - Never again!

I'm going on holiday soon and desperately need a pair of flipflops - no problem I hear you say.

As it was Monday lunchtime and I was going to be working all week I purchased online at Surfdome.com, £15 was not the cheapest but they looked nice and I thought "hey, why not". I paid the extra postage money (in total my order came to nearly £18) to ensure they were with me before Friday and relaxed...mistake!!

It's now Wednesday evening (5:15pm). I have still not had a dispatch note despite calling the company three times over the last 2 days - I've had lots of apologies and a refund for the additional postage but no action and still no notice of dispatch. I keep being promised they will arrive with me on time - how hard is it to send a pair of flipflops?!

I'm so disappointed as I'm now going to have to spend time and money at the airport, I wouldn't have wasted the money if I'd known what an awful company this was. If I behaved like this at work I'd have been sacked long ago! Stay away!

Ian and Sam Lewington found this review useful

14 October 2012

Reply from Surfdome.com

Hi Gemma, We are sorry regarding the issue with your Flip-flops. we can see that the order was delivered to you on 11th October at 11.54am. I appreciate that your order was not dispacthed as quickly as Surfdome would like, however it was delivered within 3 days of purchase. We do hope that they are ok and you got to use them for your holiday.
Kind regards
Surfdome

Great !

I've used this company on a number of occasions and always found them to be great value, with fast delivery and a hassle free returns system. Recommended.