I have now been waiting nearly two weeks for a delivery of two teeshirts. I have tried to contact their customer service several times and got no response.
Rubbish service - will not be using again ......
I ordered a Volkl 157 Snowboard with Rome Bindings and 17 hours later they arrived at my door with free delivery, free boardbag everything was coated with bubblewrap and nothing was damaged... what else could you ask for? 17 HOURS! i order stuff from Amazon or Play.com and it takes 2-3 days minimum... why cant all online companys be this fast? especially with items as big as snowboards.
Brilliant company, give these people your money.
Used this company a few times and always find them to be excellent!
Have just used them again and after placing an expensive order I then recieved an email offer just a few hours later offering free next day delivery when spending over a certain amount. I called them up to see if they would be able to change my order to be included for this offer and they were happy to oblige and change it from 2nd class to free next day delivery. Overall and excellent service! Highly recommended!
Ordered a couple of things an delivery seems to take on average just over a week, would prefer if under a week! Range seems quite limited but after bit of trawling found items along lines of what I waned all be it not exactly. Pricing seems random, as in similar items have vast diff in price, and usually the one I wanted was the most expensive so had to settle on something else.
I also had to email a query about a bag I was looking at buying, checking whether the zip opened completely or just at front, which they did answer but also started giving info on weight, so not sure why or what relevant it had to my initial query, maybe they didn't read it correctly.
All said and done though, I would still order again as they are not too bad, there are worse and more expensive out there.
I ordered a scooter on Wed evening on the next day delivery (which as it was late would've been Friday), I received an email notification on Thur confirming delivery would be Friday. On Friday I received another email notification providing me with an expected deliery time slot of between 11.16am and 12.16 and the scooter was delivered at 11.20am!
It's a birthday present for my son so won't be opened just yet but so far I am very pleased with the service I have received. Well done Surfdome - how very refreshing to receive an item on the day you are told to expect it :-)
I placed an order for over £200 with surfdome and i had to call the company twice to even get my order sent out. On my first call, i was told to ring back the next day as even though the helpline was open, they couldn't help because the office was closed. 2nd call, i was told my order had been held up because it was over £100. What????. obviously a load of rubbish and a complete lie. one of the items had black stains all over it and so has been returned, but surfdome are quibbling to pay for the £2.70 postage cost, even though their website confirms they will pay the cost if the item is faulty. now they are claiming not have received the parcel and want me to send photos of it etc.
Item didn't arrive after 14 Days was required for a trip to Canada they didn't seem to care I was without my item. I opened a papal dispute too which they didn't even bother to reply too! Have to wait to papal to adjudicate my decision for a refund
Surfdome?? more Surfdont!!
I have used surfdome twice now both times I got free delivery and on the second occasion I got free next day for ordering a large amount and during the Christmas period I thought they may be slow. But I was pleasantly surprised they were delivered quickly and to a certain time slot. Great service all round. Great prices and great choice of products. Will definitely order again!!
The online ordering system is excellent... sadly it took 24 hours to process a very basic, 1 item, in stock order!
Added to that this means that the postage is now pushed back a day. My order placed at 09:28 on Monday, dispatched on Tuesday 09:24 (despite the small print stating ALL orders placed before 18:00 will be dispatched the same day) has STILL not arrived on Thursday at 13:00
I emailed Customer Services around 09:00 this morning and am still awaiting their follow up call/response.
I decided to call them to chase up.... only to be told that all the problem is due to Christmas. I do not accept that as an excuse... hence... Poor Management.
The Customer Services team are basically tellling me tough luck!
NOT good Order processing and NOT good customer service. I wont be using them again
Sam Lewington found this review useful
Had never heard of Surfdome but found a North Face top on their site at a great price. Had a quick look at previous cutomer reviews and was a little sceptical but ordered anyway.... the product was sent the very next day and all is great. Not had to deal with there customer service teams for returns but assuming you know what you want then would reccomend
After failing to get the right size of jeans, I went to the post office to return the pair I ordered, stating clearly on the form the size I wanted in return. I checked online to make sure the size I wanted was in stock and put a message on there saying the length didn't matter. 2 days later, I get a message saying my jeans are out of stock and that I had been refunded. I promptly go on the website to find the exact jeans I asked for on there, as before (with the same sizes missing, as befreo). I message customer service, who take a day to respond to me, and ask them why they had refunded me when my jeans were clearly out of stock or had not even called to ask me if there was anything else I would like. They replied -
"Dear Surfdome Customer,
At the time of processing you order the Lee Scarlett Jeans was out of stock. We do apologies for not contacting you beforehand. "
Firstly, for the love of god - they know my first name, last name and delivery address. Why are they being so impersonal with their apology. Secondly, am I really supposed to believe that the jeans magically went out of stock and then reappeared 2 days later when all the sizes that were missing previously were still missing? I had to pay for recorded delivery of my item to get refunded, and then pay again for delivery. I replied to the email saying exacty the above, asking for a refund on my delivery charge and have gotten no response in 5 days - thanks for nothing Marka Gbondo.
I am really appalled by the service received at Surfdome and it's a shame I didn't look at these reviews prior to purchasing.
Surfdome used to be good at speedy deliveries also to International customers. In the last couple of months it has taken longer and longer before they ship the goods. When I tried to cancel the order that according to the order history had not been shipped, they refused and lied me straight in the face that my cancellation was too late. After that complete silence fromt them. Arrogant customer service. My last purchase from these idiots!
I ordered a surfboard (which was impossible to find in the states) on Saturday night and received the board by Thursday afternoon. Very easy to deal with and I even got free shipping on my board. I was nervous about buying from another country but now I am happy cause I got the exact board I was looking for. Thank You very much!!!!!
I ordered 2 items from Surfdome and received only 1, but they did send the 2nd item after I raised the issue with them. I then decided to return the items for a full refund. I received an e-mail confirming receipt of a single item from them even though I sent back 2 items and the post office confirmed delivery. It is now 29 days later and I still haven't received a refund. My e-mail's now appear to be being ignored and I have had no further response from them. I will be steering clear of this company in future.
The site clearly states if you order before 3pm your order will be send out the same day, i opted for next working day delivery and as it was a wednesday, i assumed it would be there on the thursday, phoned thursday and was told it hadn't even left the warehouse. Not due to strikes or weather conditions, just due to incompetent staff. Useless call center staff and obviously even uneless warehouse staff.
Sam Lewington found this review useful
Found the customer service at Surfdome.com brilliant... I emailed them with a question, a trivial question about delivery. Josh phoned ME up to talk about it! I've never had that happen before it's always been ME doing the chasing.
They seem to be stringent also on quality of the delivery service, insisting items are checked before being signed for etc. Good stuff!
I've already ordered from them again and expect nothing less than a trusting 1st class service.
If I'm ever asked for a reputable extreme sports dealer they're getting sent here!
Praise where praise is due, always my motto :)
Goods were returned as they were the wrong size. I requested a return and when they didn't arrive I called and asked for the reason for the delay. Customer services were very unhelpful and said they had too many returns to check and to call them back. A futher week later I called again and got the same couldn't care less attitude and told to claim a refund through the post office. They appear to have no mechanisms in place to monitor returns and no desire to help if their systems fail. I appreciate things can go wrong but they could have at least tried to trace the returned goods. Will never order from them again.
Ian found this review useful
I ordered a pair of sandles and was sent a size too small. I sent them back and this time was sent a pair too big. I phoned them up and they apologised. I sent my sandles back again and didn't hear anymore. Two weeks later I phoned them again and they said they had never arrived and I would need to take the matter up with the post office but they didn't give the feeling they wanted to talk to me and I thought they felt I was just being difficult. I wouldn't order anything with them again.
Ian found this review useful
I live in Malta (Europe) so its not that easy to find many good online stores that ship to here but surfdome does so and my purchase experience was extremely satisfiable. I ordered a Dakine 120litre Luggage Bag (5kg in weight) and an O'neill flip flops. The luggage bag was on 27% off and as a subscriber i also received 15% discount for a particular period for any products. Such a bargain!! I got my luggage case for a really good deal and the postage was only 15 sterling! The total weight of the postage came to 7kg and it was posted expediated via fedex. I would really like to recommend this company to anyone. The prices are a real bargain and i've never come across such good postage rates. Thank you so much Surfdome
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