Ride The Tide

These are really good – Stunning stand up paddle boards with all the necessary extras. Great advice on sizing etc as well as nice people and top communication

Seriously awsome service – I ordered my board at 9am on Tuesday, Wed was a PH, Australia day, arrived in Sydney around noon on Thursday. I work in logistics FT and to see that kind of involvment, was just awsome, especially as i have been waiting weeks for other deliveries. Thank you to all RTT staff and the freight Co used. Allows me to give it a test run Sat morning now :-)

Love my 11ft Classic Aloha SUP – I love my new SUP from Ride the Tide. The service was good and the finish and colour of the board was nicer than shown in the pictures. It’s stable and fast on water. Well worth the wait! Be sure to get the upgrade on the paddle, so light weight and good quality.

Excellent Service and Beautiful Boards! – We are thrilled with our recent purchase. Dean was so great to deal with. So easy to get in contact with, exceptional service, speedy delivery and the best surprise when opening the boxes to see how carefully they were packaged, and what great quality the boards are. 10/10 as far as we are concerned!

Disappointing experience – Dean was helpful at the time of purchase in Jan 2021, even offering a bonus package that had recently been on offer at no additional cost, as my board wasn't expected until the end of March. The SUP was delayed (received end of May), but communication/updates were frequent. When the SUP finally arrived, it was the wrong one (meant for someone in a… Read more

nearby suburb) - accidents happen - but I was surprised by the "what's the big deal" attitude, being told that it wouldn't have happened if we didn't sign for it (which we didn't actually) and that we were to sort the exchange ourselves. The situation escalated quickly from there, when we completed the swap and my SUP had been used. I called Dean to see what he could do to rectify the situation, clearly not thrilled to have paid full price for a brand new SUP to end up with one used, still wet in the bag, yet his attitude was beyond appalling (I quote: "F***... what do you want me to do about it?") A hostile argy-bargy ensued, ending up with him hanging up on me! He did call back, eventually offered a refund (either for freight and I keep the board, or for me to organise to send the board back for a full refund). I opted for the former, to minimise the need to continue this unpleasant experience. The SUP itself is nice, looks like good quality, but it was a very disappointing experience. I would have appreciated a partial refund for the board (given that it was used), and a little empathy from the company for the mix up, even if the fault was with the freight company.

Simply Awesome – Awesome service, awesome product, greatly appreciated the communication with board delays! Boards came well packaged! Fast delivery when in the country, all round pleasant experience!

Bad Vibe at Ride the Tide – This is a buyer beware story so strap in, it’s a wild ride. My partner and I decided we would buy each other paddle boards for Xmas. We wanted to support a small local business so we decided on ride the tide. The website is great, the functionality is great, the boards seemed like good value for money. We purchased two boards. Order #4834. Merry… Read more

Xmas us!

This is where the issues (plural) started. We were assured when we purchased the boards on 22nd November that the boards would be in stock prior and ready for collection prior to Xmas.

As the weeks went by, we started to get nervous as the only communication from ride the tide was an email saying log into your account for an update. We didn’t have an account so we got no clarity from the emails. So we called [name removed].

“Yep, definitely be in before Xmas” was the response. Phew! What a relief, no boards for Xmas wouldn’t be at all festive.

As it got closer to Xmas we became even more nervous around the delivery time and when we called [name removed] for an update, we got the response that they were stuck in customs, have been red lined, not sure when delivery is.

Just prior to Xmas we made our final effort to get our boards and were told by [name removed] that they wouldn’t be here for Xmas but they could do a glossy picture of a paddle board to present as the Xmas gift, in lieu of the actual board. What a consolation I remember thinking.

Xmas unfortunately came and went, no boards in sight. A not so merry, supless xmas ☹

I reached out on fbook to ride the tide after Xmas asking for an update. I had to ask 4 times on the email trail for this update to which I did not get any sort of update…only to be told in a message response from ride the tide (and I quote) “THIS IS DEAN. HERE IS THE UPDATE. ILL JUST REFUND YOU IN THE MORNING. CHEERS”

Thanks [name removed], appreciate the sentiment but we paid for boards, not refunds.

To his credit [name removed] told me he would call me and did, the only truth he has been capable of to date.

On the phone call, he stated that the boards would be in next week, great news! I mean if you excuse the horrendous attitude and the “I don’t really care if you wait for the boards to arrive or not” and “I’ll just process your refund” rhetoric, the conversation was a real winner. I left the conversation, baffled that businesses could talk to customers like this in 2020 but quite content really, boards would be arriving next week, just in time for me to go back to work and think reflectively on the hours of my holidays that could have been spent on my SUP.

My partner then calls [name removed] on 5th January and asks for an update. She was told in no uncertain terms that the boards would be here 9am Thursday 7th January and that he would need time to unpack them but they would be ready for collection Thursday afternoon.

My partner responded to say we would pick them up Friday 8th January.

So today was the big reveal! We had ridden the tide for what seemed like an eternity, chasing our tails in an attempt to pick up what we had paid for.

We walked into the ride the tide store, very happy and very excited to see our new boards.

One look at us from [name removed] and he said “I told you I would call you, they aren’t here!”

You can imagine the looks on our faces and the response ride the tide got when we heard this.

For the next 10min, we argued back and forth. [name removed] kindly informed us they would have the boards but it would take 40min for them to organise but there was a lovely coffee shop around the corner if we wanted to wait there.

As we were driving to aforementioned coffee shop to drown our sorrows in caffeine, [name removed] called me and said he would just process a refund! That old chestnut again? Really? So we go back to the shop as I was hung up on.

When we arrive at ride the tide, we are told that a refund would be processed and that we should leave their store or they will call the authorities. In the throws of the conversation, [name removed] was talking to someone else in the store and within ear shot, calling my partner and I an expletive, beginning with F and ending in Wits. You get the hint.

We left the store only after confirmation was given that a refund had been processed after quite a heated debate. It was the [name removed] on top of my woeful, pathetic, distressing and wretched experience with them.

Buyer beware. If you want lies, attitude, rudeness and a very real likelihood of not receiving boards, this is your business.

For everybody else who understands basic commerce, elementary customer service and decent human behaviour, look elsewhere.

Beautiful board and wonderful service – I decided to treat myself to a Ride The Tide SUP for Christmas. I called RTT to check the best size for my height and (basic) skill. I selected the Woody Cabo board and told that it was on back order due to all the orders received in November/December and therefore it would likely not arrive until after Christmas. But the Cabo was my favourite and… Read more

so I chose to wait. I was then pleasantly surprised to receive it before Christmas!

The board is absolutely beautiful and I cry each time I bang it or knock it with my paddle! I love being out on the water with it. It’s stable and light and just a joy to ride. I decided to upgrade to the adjustable carbon bamboo paddle and that has proven to be a great decision.

The fin key was missing so I just used a regular Allen key and sent RTT an email to let them know. I received a note of apology and got the key in the mail in under a week.

As a learner I’ve had lots of questions and found the RTT team polite, helpful and responsive. I’d happily buy from them again...and given how my wife and kids are already taking over my SUP that might be sooner rather than later!

Never Again. Do yourself a favour - don’t – Hands down THE WORST customer service experience I have ever had in my lifetime. [Name Removed] has been aggressive, condescending, narcissistic and lied throughout the entire ordering process when held to account on his sheer misguidance. Dozens of empty promises, only to be told he would ‘process a refund’ multiple times instead of delivering… Read more

on our order.

My partner and I ordered two boards on 22nd November 2020. After having an ETA of late November 2020 for our order stretch out to 8th Jan 2021 (and only receiving updates by way of consistent checking in on our part, apart from one email on December 6th), I called on Tuesday 5th Jan 21 for a final update and was, to my delight, told the container would arrive 9am on Thursday 7th, to which I confirmed we would collect Friday 8th Jan, to allow time to unpack the container. [Name Removed] said too easy (I must say the most pleasant conversation I’ve had throughout this process).

Fast forward to Friday, we arrive. Of course, the boards are not there. How surprising. I am spoken to in the most condescending manner and told ‘I told you I would call you, they aren’t here’. [Name Removed] never told me he would call me when they arrive.

From this point; we are told they would supply them in 40minutes so should grab a coffee. We leave the store, to receive a call saying ‘I would rather part ways, I’ll process a refund’. We refused and relayed that we wanted our boards, not a refund. The call was terminated by [Name Removed]. That’s right, we purchased a product, waited almost two months, only to be told they would not supply and would instead refund and were, as a paying customer, subsequently hung up on.

We returned to the store, were called ‘f#ckwits’ among other things by [Name Removed], all the while leaving his wife to handle the situation. Absolutely mind blowing. I’m saying that, [Name Removed] displayed an absolute lack of customer care and was downright rude and disrespectful from day one, so perhaps not entirely surprising.

They processed a refund despite our lack of agreeance and told us to leave the store (still in the midst of slews of abuse from [Name Removed], albeit under his breath but clearly audible). There was a heated discussion and threats made of calling the police because apparently providing a decent customer service experience and delivering on an order is too hard and that’s totally not a waste of emergency resources. Upon finally being shown evidence of a refund (that we didn’t want), we left the store, to be greeted with officers at our door an hour later. They left swiftly as there was nothing to address. Customer Service 101, Ride the Tide.

So here we are, without boards and nothing to show for it apart from an entertaining story for the masses. I wouldn’t purchase again from this company if my life depended on it. Godspeed if you do.

Quality and service – Great service from Dean got 2 boards 3 days before x mass 2020 made a poor year end well and they are well made and easy to ride.

Excellent customer Service – We’ve bought 2 sups through Dean at ride the tide and 4 or our friends have too! Great boards excellent finish and great To ride Very stable ! High recommend Dean and Cherie @ Ride The Tide If your looking to start tour paddle adventure like us !

Lord Howe island – Anyone looking for great ,friendly service . Deans the man . Rang , ordered , shipped to lord Howe island , via a supply ship . Over kill on the packing to much shore sup got here in one piece . And they did , keep up the real service . Keith Lord Howe island

Great Customer Service – Want to thank Dean for a wonderful buying experience. Good information and product knowledge. Bought a new SUP a couple of months ago and my lovely wife decided it was perfect for her. Back to Dean to buy a 2nd board. Both SUP`s are beautiful quality[different styles of board] and we have already had some great times out on the water.

Extremely Happy! – I just purchased my first paddle board online with Ride The Tide and received it last week. Delivery turn around was quick and efficient and was really impressed with how they packed my board for delivery. Dean was extremely helpful and I was able to get a few options to choose from as I was wanting to paddle in the rivers nearby but also try my… Read more

hand at tackling some waves. I ordered the Protection Pack also which I am now happy that purchased because the value of the pack and what I got for $250 is unbeatable! Overall my experience with Ride The Tide was awesome and I highly recommend supporting a local family operated business.

June 5th 2019 Update: Great Customer Service - Wouldn't buy from anyone else!

Purchased my second paddle board from these guys! Still great service and can't recommend them enough! Check them out! Delivery was quick and easy. I'll be recommending them to all my friends and family.

5 Star Service and a Great Product to match it! – I purchased two boards from Dean and Cherie last week. I was unsure on size and had a budget in mind. I was able to call Dean at any time (which I did about 4 times) to make sure I was making the right decision. Dean was very helpful and Cherie pointed me in the right direction for a beautiful board for my wife as a surprise. I highly recommend… Read more

supporting a business that is all about customer service and not just about making a sale. In the end we got two beautiful timber boards that stand out and are like a piece of art. Do yourself a favour and check Ride The Tide out before going anywhere else.

Beautiful board – Our stylish board arrived promptly and extremely well protected recently. I had thorough communication with the owners interstate who were helpful in answering all of my questions. Now to get it out on the water!

Disturbing – I ordered a SUP early Dec. I emailed them 2 weeks later to ask how long it would be and they advised me that the boards were on Back order. I was supposed to return calls however I had to keep chasing. It was a XMAS present for my wife. Well, we finally received it on Mon 7/1/19. We are back from holidays and didnt use it. Very disappointing and on top of this I had to chase the Carrier for info.

Fantastic quality SUPS at the right price! – I got my new board over Christmas and it was delivered and packaged so well! Although it took a few days longer than expected, Dean kept me filled in the entire way and was super helpful and kept me well informed. The board itself is just stunning and the quality is top notch. The protection pack was worth spending the extra and their accessories… Read more

are even really well done. Across their entire range, their attention to detail is 100%. Definitely check them out. You won't be disappointed.

In love with my new paddle board!!! – So happy with my new paddle board that I just received from Ride The Tide! I bought the Retro Coral SUP and the quality for the money is absolute top notch! Came with paddle and fins also. All my friends are in love with it too and now will be also buying one from Ride The Tide. Freight was quick and they really packaged the board well. Overall 10… Read more

out of 10 experience on customer service, quality, great design and communication! If you're looking for a paddle board don't go anywhere else - support local!

February 14th 2019 Update: Great Service and Product!

I bought an inflatable SUP a year ago for my hubby and had a very positive experience throughout the purchase. Excellent service, prompt & professional communication, and a great product. Highly recommend!

Loving my board! Thanks RTT :) – Absolutely stoked with my Barefoot Woody, honestly did not think I would enjoy being out on the water as much as I do now! Massive thanks to Ride The Tide, always reassuring when a business is so passionate and knowledgeable about what they do. Highly recommend buying a board!

Unbeatable Customer Service - Awesome Boards – I just received my new Woody stand up paddle board from Ride The Tide and I am so pleased with the entire process. Dean was extremely helpful in getting the right board size for me and I added the protection pack as it was such a great price for all those extra accessories. Two of my friends already have their boards and highly recommended Ride… Read more

The Tide. I had the board to sent to me and it was packaged so well. The board is beautiful and well crafted. Thanks again Dean for your outstanding customer service. Will be back in a few months for a second board for my husband!

Terrible service and boards – Terrible service and products sold by non surfers. I sadly purchased a stand up paddlebard from this company two months ago not knowing who I was purchasing from. I purchased online as I thought it was a good deal but after looking around more now they are actually expensive and just chinese rip offs. The boards paint is flaking off and fading… Read more

in the middle of winter and the board is taking in water. The warranty and service received is terrible and ive come to realise how little the company owners know about stand ups. I'm selling mine off on gumtree and buying elsewhere

DIDN'T LAST A WEEK - ABSOLUTE JUNK – This has to be the worst experience I have ever had. I purchased a stand up paddle board from Ride The Tide online and within a week and only one use the board has bubbled, warped and delaminated. The skin of the board has peeled up and it is now unusable. Ride The Tide do not return phone calls or emails and have a total disregard for customer… Read more

service and Australian consumer law. I will be contacting the ACCC as the company is terrible. AVOID AT ALL COSTS - ABSOLUTE JUNK!!!