Terrible online experience with SDS!! Super slow delivery and very average customer service
Ordered a pair of shoes for my son on 2/2/2022. He needed them for school and we purchased from SDS as they were listed as in stock and that they would ship within 48hrs. 2.5wks later no consignment number issued and no update provided. Phoned them and it was explained that particular range were being moved from one warehouse to another but I was assured that had been done and my item would now ship within 48hrs. Another week plus goes by. I call again..... Got a similar excuse and advised 3.5+ wks was an unacceptable period of time to wait for...a pair of shoes supposedly in stock. Was told I couldn't cancel my order as it was too far through the shipping process and would be despatched the following day. The following day was actually 4 more days before despatch!! When they were finally shipped they arrived overnight, which was the only positive part of this entire experience. I might go to SDS in store again as they do stock some good products BUT I will NEVER use them online again. My son waited a MONTH for a pair of shoes that were supposedly in stock on 2nd February.
Never received order?
Absolutely terrible customer service. Multiple emails and phone calls to no response for my order that was placed over 3 weeks ago. very disappointed as I spent a fair bit of money and still haven’t received my items.
Worst shopping experience
Visited the East Gardens store this morning
At 10.40am this morning Wednesday 19th January 2022.
I note not one person in store other than 2 staff members standing near skateboard section.
In the total time I was in there .
Not one of the the two staff engaged with me
Greeting or asking if I needed assistance.
They were both heavily engaged in a personal conversation with each other engaged in there phones showing each other what dress they where going to wear with what hand bag.
Totally oblivious to a customer in a store, the whole time I was in store
- Online store
I made an order with express shipping (1-2 days) to Melbourne metro and it took 8 full days to arrive. The order took 5 days to be processed and 3 days to ship. The website did not mention how long the processing time would be so the order took longer to arrive than I had expected. In comparison a package I bought at the same time from the UK with standard shipping only took 10 days to arrive.
As for the products they were perfect!
absolutely terrible customer service
I cancelled an order immediately after online purchase. Took so long to get back me then said there is ‘only a small window to cancel’ so they still sent the product out I didn’t want and I have to return it at my cost due to their back log of poor service
Won’t accept online returns in store
Won’t accept online returns in store when paying via PayPal or AfterPay.
We are in an age where these are payment methods. It’s not like these payment options are recent thing. Get a system that handles these returns/payment options. I know surf stores were big in the 2000’s, but common get with the times.
very poor service
Easy to navigate the site , the range is great and the products are of a good quality.l saw a purchased a pair of thongs but as i was leaving the site i saw an even better pair of thong and purchased those as well and immediately cancelled my first order.Acouple of days went by and had not heard from as they said they were very busy. So i tried again by phone and Email and still no response.Then a week later the parcels arrived with the wrong colour thongs so i tried to contact them again for a third time.It has now been over a month and no reply.I have sent them back at my cost for a refund. This service is absolutely terrible and i will not shop here again. BE WAREY OF THIS SITE AND THERE SERVICE. 1 OUT OF 10
very fast and easy processing of my online order and its return
I have ordered a wetsuit. the delivery was super fast, had it 2 days later. as it did not fit me, I sent it back and also received the return notification just a few days later snd go the refund issued back on my account after a few days as well. super fast processing without any issued, I was impressed.
This is the retail formula you get when a private equity fund owns your business, absolutely no useful customer service whatsoever and a bait and switch sales tactic, don't waste your time with these pathetic jokers, go elsewhere, don't say you weren't warned.
Ordering online easy, but no customer service
Ordering online was easy, shipped quickly. Only problem is one of my hydro flasks was delivered damaged. Sent them 2 emails over the last 2 weeks showing them the damage and no response. At all.
Disappointed as shipping is fast but if you have a problem don’t expect a resolution. Won’t order again because of this issue
No refund on returned item
Bought two hats before Christmas. One hat receceived out of stock on other. Returned the hat with promise of refund. One month on No Refund received
I returned a shirt through a physical store after buying online . Contacted the online store several via email no response contacted the store that it was returned to only to be told it could take 30 days to receive a refund. Won't be buying from them again. Very disappointed!!!
Zero Customer Service Response
How can a store this big operate with zero customer service? I have emailed them 3 times since the beginning of December and sent messages on social media and have been completely ignored. What is the point of having a returns policy if customers are unable to contact them to return items? I would seriously think twice about ordering from this company.
Zero customer service
I'm sorry to say that your approach to customer care is appalling. My elderly father purchased me a top for Christmas from your Warriewood store. He lives in Newport in Sydney, and is now in lockdown. The top is the wrong size, but still has the tags attached, so I thought an exchange would be an easy thing. How wrong I was! Firstly, despite what your website said, your Chatswood store was not open on New Years Day. Wasted trip number one. So today we return, only to be told that I can't exchange the top without the receipt. I can't get...the receipt from my father, as he's in Newport in lockdown. He doesn't have a smartphone, in fact he can hardly operate a mobile phone, and so getting him to photograph and text the receipt through is not an option. I explained that we live over 500km away, near Coffs Harbour, where there are no nearby stores, so even if I could get him to post me the receipt, I would not be able to get to a store to do the exchange. The staff member in your Chatswood store had a 'too bad so sad' attitude. Wasted trip number two. I think, surely someone in another store has a more customer service oriented approach...so I ring Top Ryde. A nice guy answers the phone, and when I explain the situation, he says he's sure he can help me. So we drive to Top Ryde. Upon arrival he says he'll need to see the proof of purchase in your system. I tell him the date and approximate time of purchase, and he then tries to look it up, only to find that he can't see transactions for another store. I have my father on the phone, and he confirms the date and time of purchase. Not good enough it seems. Your staff member tries to ring head office to get a solution. Not open on the weekend. I explain that we are heading home tomorrow, and today is our last chance. Nope. Nothing he can do to help. Wasted trip number 3. All I want to do is change sizes!!! I then try and ring the Warriewood store, but of course because the Northern Beaches are in lockdown, there is no answer. The top is unworn and with the tags attached! Is it really that hard??? Even on your website it says online purchases need to be returned to store. Do I really have to travel a round trip of 1000km to change a top??? So what I'm left with is the option of phoning during 'office hours', and what solution you can come up with will be interesting to see. Surf Dive n Ski you get a big fat zero for customer service, and I will NEVER purchase from you again.
Worst company to deal with
Purchase date 28/11/2020 three towels, only after making a phonecall 17/12/2020 my online account was updated to out of stock. Very disappointed as these were Christmas presents and no communication whatsoever on there behalf, will NEVER try and purchase through them again!!!
|Category||Online Shops, Footwear Shops & Brands, Underwear Shops & Brands and Clothing Shops & Brands||Physical Shops, Footwear Shops & Brands, Underwear Shops & Brands and Clothing Shops & Brands|
|Offers Free Standard Shipping||Yes|
|Free Standard Shipping Minimum Order Amount||$50.00|
|Mens / Womens Clothing||Mens and Womens||Mens and Womens|
|Labels Sold||Variety of Labels||Variety of Labels|
|Buy Now, Pay Later Options||AfterPay||AfterPay|
|Type of Footwear Offered||Casual & Dress Shoes and Ugg Boots||Casual & Dress Shoes and Ugg Boots|
|Clothing Type||Activewear, Children, General / Everyday and Swimwear||Activewear, Children, General / Everyday and Swimwear|
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