Surfdome Reviews 

Order number is 8223711

As you're still not responding to my emails and messages, or my editied review from the 7th Jan I am posting a new review as an update to all on my outstanding issue and concerns

So after having no other choice but to write my experience of the 0 customer service received from Surfdome on here (07/01/2022) to warn others, I then finally receive an email response from a representative which rather than being of any help, it would appear was just a another delay tactic of Surfdome's!!!

The response was regarding my query, but with no help or guidance to my current situation. I then emailed back almost immediately to this asking for further help and guidance, thinking that I would now receive a response within a reasonable time, as finally contact had been made........ and yet here I am more than 10 days later still waiting to hear anything further from Surfdome since there response to my initial post on here, and after further chaser emails and phone calls to the dark hole of nowhere (never answered!)

I am now trying this again as it seems to be the only way to make contact with anyone at Surfdome (via email or phone). Please can someone get back to me today in regards to my response to your email on the 08/01/2022. This level of service is totally unacceptable for such a large online retailer and failure to resolve this promptly, then I would like to log a formal complaint with yourselves (if that's even possible with the contact services you provide). As advised in my last comms, I've now discussed this with Citizens advice and fully understand my rights!!

Next steps will be a call to trading standards!!

If your looking for a company that provides any type of customer service then I would read all these reviews before considering an order with Surfdome, I now sure wish I did!

Two weeks since I received a damaged €1000 surfboard. Only to be ignored no contact from Surfdome no help. Had one email to say somebody called miguel internet fusion would be in touch.
Disgusting way to treat costumers.
Do not recommend the company
Laura please help somebody needs to get in touch as I have sent multiple emails over a two week period to which I have not had a reply.

After waiting a month for my refund that i still haven't received i decided to call surfdome customer services. i have been on the phone for an hour and a half and still number 7 in the que from 26!!! I have sent 2 emails previous to this but no reply, i am very disappointed by the company and would very much like to be contacted to have my refund sorted!! order no: 8028863 return received by surfdome on 17th December.

I got worried after seeing the poor reviews here, after I placed my first order with Surfdome. But thankfully I didn't encounter a single issue!

My order arrived to Dublin within 5 days and was in great condition. I have another order placed, and it shipped within 24 hours of placing it.

Overall seemed to be a great experience.

I am feeling extremely frustrated. I am currently waiting for 2 refunds to be issued. I have tried phoning but have been number 26 in the queue so I have not been able to wait. I have also emailed but have had no response back. I am beginning to wonder if I will ever see the money I am owed. My order numbers are 8337692 and 8282258. It seems leaving a review is the only way to get a response from this company.

Hello Surfdome,
Third time Jan 17th board not collected order no. 7811926. The documentation is not correct. I emailed you 4 times (Greg and Miguel) on Saturday 15th to specifically ask if the documentation was correct. Nobody replied.

This is taking up way too much of my time, I don't want a 4th attempt to collect it. I would really like to speak with a manager or a decision maker who can help me get my money back.

Thanks Paul.

Im all out of options. I posted a review a few days ago regarding a pair of boots which have arrived in bad condition. I have now emailed surfdome 4 times to receive no response. Upon posting a review surfdome replied to it claiming they would have someone contact me, this has still not happened. My order number is 8408286 please can surfdome contact me sooner rather than later, I'm officially loosing hope and could be loosing my service for the future too. I have been messaging/emailing since 11th January 2022 to now be on 16th January 2022 and receive no contact regarding the issue whatsoever. Considering the website says they like to try and contact regarding issues before 48 hours, over 100 hours and still waiting for acknowledgement. I just want this issue resolved now.

Ordered the item on 02/01/2022, sent request to return item to Surfdome & received from them acknowledgement on 05/01/2022. Returned item using Surdome's return service and received notification from Hermes tracking that Surfdome had received my return but with no date recorded. Now, 10 days and one email of complaint later, they still have not responded!

Waiting on a refund. The item has said in transit for a week and have no response. Have emailed. No response. Called this morning. Waited in a queue of 27 for over an hour. Got to no1 in the queue and got cut off. Really bad service. Very disappointed as this was a Xmas gift that was the wrong size.

I am also waiting for my money to be refund sent my item back 27/12 and you have received 4/1 .I have sat on hold for over an hour on 4 occasions now and no one has answered .I have emailed 3 times and no one has contacted me.Absolutely some of the worst customer service I have ever had .hopefully I shall have my refund back into my bank asap please actions are better then writing someone will be in touch you have the details so please just refund my money

Same awful customer service as all the other reviews. Returned a product early December, no confirmation they have received the order back, no refund. Have been on hold multiple times only to be cut off just as I reach an advisor.
Will never purchase again from this company

Hi
I created a return on 26th December 2021 and sent my item back with Royal Mail on 30th December 2021. I have receipt of proof from the post office. I have yet to receive any confirmation that my item has been received back with surfdome, nor have I received any refund back into my bank account. I am conscious that the ‘Christmas returns policy’ runs out on 16th jan.
I have sent multiple messages on the surfdome website but have had no email reply to any. I have also waited a long time on the telephone waiting in queues.

My order no : 7982593

I would really appreciate someone making contact with me
Thank you
Hattie

Returned a mens gilet on 29 December using Surfdome’s paperless return service via Hermes. I have the receipt but still no refund. Have tried chasing but no response. Very disappointed
Return Authorisation Number: 1345463
Original Order Number: 8119507

Surfdome you are a joke. You get a customer adviser to make contact - I respond with the information I have and then silence.
Checking your own tracking service “the return has been received by the retailer on 30 December”. Even with the extra holiday time surely the refund should have been made!
I would not buy from you again!

Returned my order 8289092 before Christmas via Hermes with the label provided by Surfdome but still no acknowledgement of my return and no refund. Tried messaging them twice through the message service with no response. I will have to take this up with my payment provider as they now have the goods and my money. Shocking service and really expected more. I will not be using Surfdome again after this.

Truly awful experience. On hold for 2.5 hrs then get cut off at the last min.
Dreadful- bought Pre Christmas- no sign of delivery still.
AVOID AVOID AVOID.

Ordered 3items for Christmas on the 9th December £135 received my confirmation email and then nothing the money has been paid but no correspondence
Iv tried phoning used the message service as no real email or chat
Just want a refund
Order number 8206821

Absolutely appalling customer service. I have sent a message via the contact form on 30/12/21 no reply to date. I have queued on the phone 5 x for over 1 hour and have got to number 1 on 3 occasions and the phone hangs up. We have tested this on 2 mobiles at the same time and called within 5 seconds of each other and apparently we're number 1 and number 37 in the queue! total lies. There is also no webchat on your website as you state. I bought 2 presents for my wife for Xmas and am trying to return one of them as it doesn't fit. I have a return number but when I go to book the return it says I am outside the return window. I did this within 2 minutes of getting the return number. However this closed return window is only on the item I said I am returning. Not the other one. Very clever trap. Why give me a return number and then not let me return the item? It is unused and still in the box. I am currently on hold at position 1 after calling at exactly 9 am. Been on hold for 17 minutes so far. i have no doubt that you will not answer and just hang up. Clearly no one answers these phone.

Order number 7977272
return number 1356353

Please contact me.

Reply from Surfdome…

Reply from Surfdome
10 hours ago
Hi James,

Thank you for your review. We are sorry to hear of the delay with your return. I have requested a colleague to get in touch to assist with your refund.

We apologise for the delay and inconvenience.

Laure - Customer Experience, Surfdome.

STILL NO CONTACT!

Awful customer service. It’s true you get what you pay for. I purchased from this website as it was slightly cheaper then the item elsewhere. I won’t do that again!!

Waiting for a refund. Purchased an item as a gift that unfortunately didn’t fit due to the sleeves being unusually long. Sent back for a refund and not heard anything so far.
Called up, 38 in the que, waited 1 hour 19 minutes to be number 1 then as I got through I got cut off. Reading these reviews this seems to be a common theme.
Sent a message via website twice with no response.
Order number : 8069696
RAN - 1347364

Can someone please get in touch with a refund.
Thank you

Worst customer service ever.

Bought 2 coats, retuned them both. Only 1 refunded. Used contact form to enquire 2 weeks ago, no reply. Tried again, no reply. Called twice, first time had to give up. 2nd time was 21 in the queue, after approx 1hr 15 was 1st in the queue. After a further 30+ mins still on hold. This was New Year’s Eve so think the rep decided to knock off early! On the phone for 1hr 47 and still not through. Sent complaint via website - now 6 days later and no response to any of my attempts. So currently £269.26 out of pocket, that’s without my time and inconvenience!

Shocking!!

Order # 8160815.

Still waiting for more than £300 back for goods I returned and were confirmed received in November 2021. Surfdome have ignored the contact forms I have sent them to chase the cash...no normal email address is available. Not impressed at all. Avoid!

Edit: Surfdome added the reply below 2 days ago and I have still heard nothing. I want my money back!