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!
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.
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
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!
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!
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!
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.
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.
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
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.
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
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
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!!
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!!!
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....
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!
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
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!!!
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
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!
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!
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.
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!
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.
BUT Service is even WORSER
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
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.
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.
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
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
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
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!
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