Surfdome

Was decent once, not anymore – No longer an Australian company. Sold out to a UK group and the service has gone to the dogs as a result. Cannot even navigate new the website without making an account and shipping/return times are now a joke.

DONT USE THIS COMPANY – Some products come from oversees, so returns are expensive. After returning an item that was too small, I contacted them after a month and was told that they could see the item was in transit back to them, and would refund me as soon as it arrived. After three months I was told that they would not refund me, because the company had joined with another group! They still operate under 'Surfdome' and I feel as if I have been robbed. Show details

Don't use Surfdome or Brand Alley or any subsidiaries – O'neil kids bathers received faulty. Other items not really as described. Selling brand name rejects and seconds as new. (E.g. Woman's hat which was clearly tween sized) From the order I was advised to return a faulty item (strap for bathers twisted) and in the long time that it took to return to headquarters using their nominated courier service… Read more

Rebound, the company has changed hands and will no longer honour the refund as promised. On top of that, I cannot be advised or track down the payment method to try to get a refund via my credit card. As the process has taken too long, it is unlikely I will. Surfdome represented itself as a .com.au Australian based company when I purchased the original products (girls O'Neil bathers at about $50) I will not stop telling everyone how bad and unethical the business Brand Alley and all its subsidiaries is.

received all goods 4 days before delivery date – Realised after I paid this was a UK/US company. Initially said 17 days delivery - ended up being 13 days. Didn't read any of the reviews before purchasing, but by the looks of it most of the delays were over Christmas/holiday period. Sorry to hear that. Got all 3 goods, in brand new condition. Better sale prices then Surf Stitch here in Oz & delivery way better. Tracking not very good - took off one star. Show details

Happy – Upon reading the reviews after waiting a few weeks for delivery, i was worried I wouldn’t receive my delivery, that i had wasted money. To my relief, I did receive my delivery in time for christmas. The product was good and in new order, and the price i paid was better then other places. Very happy and relieved. Show details

Super quick shipping, great customer service – I was really pleased with the fast shipping. I had to contact customer service to ask a question and they were very friendly and helpful. I would not hesitate to purchase from them again. Show details

The worst service I have ever received – have not received order since December 2022, have been again and again told that it is coming then when asked for refund told it has already been sent yet have not received order number and the login does not work. Sick of the stuff around and would not reccommed this site to anyone! Show details

Worst packing possible – Ordered a snowboard that came with 0 bubble wrap or padding in the package. Upon arrive the board was damaged and and packaging completely torn apart.

Wrong order – I ordered a size 36 in the short Hunter boots and Surfdome has sent me a size 37. I have emailed and called numerous times and there is absolutely no communication. I have exhausted every possible avenue and am still not able to have the correct order. I would never order anything through this website again. So beyond disappointed!

Infuriating experience Australia – Ordered Hunter boots. They sent a totally different order. Support was poor. Many attempts to resolve. Cut my losses and I paid for return freight so they could give me a refund for their mistake.

No tracking – Have ordered item and received an email stating order is dispatched with a link for order tracking. Clicking on the link I was required to enter my email and order number but then there is no tracking available. It lists the courier company and date of dispatch only. I do lots of online ordering and most companies will send tracking information by… Read more

email. I find it annoying being required to log in to an account to get tracking info but to then not even have any tracking info available is not acceptable. Plenty of other companies to order online from. Won’t be a repeat customer.

Don’t buy from them please!!! – I like most other reviews I’ve just read had purchased from surfdome and my order never arrived. I too wish I had read all the bad reviews about this company. It’s very disappointing that they can take peoples hard earned money and not care so if this is indeed a scam website it should be shut down so disappointing that they would do this to so… Read more

many. I can’t imagine why you’d want to work in customer service for this company once all the complaints come in.

Useless – Ordered Vans in the 5th Dec. They sat apparently in London for nearly 3 weeks. Arrived in Syd & I started to think all was good except nothing has happened since the 20th Dec & I have already told my son no Xmas present. Sent emails & all I got back was a survey about how good they answered my Q which they never did. Wish I,had read the reviews before possibly blowing $170.

Product not delivered, do not use – Buyer beware, surfdome take 3-4 days to respond to a support ticket and then want you to wait a further 72 business hours to confirm where your order is. Then they never respond and it never gets delivered with no refund. Do not use

the order didn't arrive – I generally assumed that surfdome.com.au were an Australian company (with a .com.au domain) Not true and my order didn't arrive. Beware before ordering! My parcel didn't arrive. I've contacted the company 5 times via the website contact us page and by email and waiting for a reply.

com.au is Fake - Don’t use! – Be warned these guys are based in the UK even though they make out to be in Australia. No idea where my item is. Customer Service is terrible. Haven’t heard back at all from them. Use an even worse courier service of Aramex. Got to assume my son’s Christmas present isn’t coming.

After over a month the order has still not arrived – After over a month my order has still not arrived. Customer Service replied they would track my order and then I heard nothing further. Update 3 months later. Customer Service eventually responded and said the courier lost the package. I was offered replacement or refund. I opted for refund. After reading many similar reviews about them on various sites the bottom line is until they change couriers they are going to continue to fail to deliver.

Do not buy from them - very poor quality & very expensive shipping to return items – They sold me used (dirty and scuffed), possibly fake Birkenstocks. I bought them in my usual Birkenstock size. I have several pairs in the same size and they all fit perfectly. The pair tgat Surfdome sent me was way too long. They were also of really poor quality and charged between 24-36AUD to return them. Will never buy from them again. I had… Read more

to pay 24AUD to return a very poor quality item. I asked them several times for a free returns label (like other companies offer, but they just refused.

Please avoid them. Some other retailer will stock your item too. Buy from anyone except surfdome.

C

Do not ever consider this company! It's a joke and operate like a scam – When you get in contact with these guys about an order it directs you to a customer service company called Internet Fusion. I was dealing with a bloke named [Name Removed] for 3 months (5 months total with Internet Fusion from first contact)! I don't know if he's a clown or incompetent or both or what. 3 months of emails back and forth where he… Read more

would ask the same questions, I would immediately answer and then he would close the case like it was resolved. So I would have to start the loop again and again again and he would send these per-written responses. These questions, what's your address, your details, order number, proof that I sent the product back, etc, etc. and each time I would reply with the email trail so he could see that all the answers just by scrolling below and seeing his own same questions and we kept going around and around in circles. He was just toying with me and/or stalling or putting in the don't want to deal with basket.

He made me arrange to send the product back myself (after repeated attempts to explain that I was in Australia and couldn't use their return system) to an address he provided then he claimed it never arrived... I had to initiate an investigation with Aus Post and a UK carrier which showed that it was delivered to the address and still he wouldn't accept that it arrived and refund me. The total cost to me was almost $500 so I wasn't going to give up easily!

In the end [Name Removed] was ignoring all my emails and putting all my inquiries into a resolved box and I would have to rate the service for my case and each time I was saying it was unresolved and giving them a 1/5. When you try to call them from Australia it won't connect to any of the numbers, I even tried skype and other avenues to contact them.

In the end I called in a favor from a mate in the UK who could really cause some trouble for them and he got through to this guy named [Name Removed] who was normal and did his job properly and it was all sorted out that same day. Everything. But it took 5 months of 4-5 times weekly emails back and forth to get to that point! When I mentioned the way his co-worker was managing this and that someone needed to address his way of working [Name Removed] apologised and offered me a 15% discount on my next order. LOL.

I would have to be of very low intelligence to ever order again from this f...ed up company! Even a 75% discount wouldn't entice me. It just all feels like a bad, bad counterfeit product, scam website. Google Internet Fusion company and see the types of unsavory, slimey, scum wasps that run this business! Urrrrrgh. There's people that help to improve society and communities and there's people that take and bleed and scam from communities. These guys fall into the latter.

Sent the wrong item and won’t fix the issue. Zero customer service – They sent me the wrong size product and won’t pay for a return and won’t refund or send the correct product. I do not recommend ordering from these guys.

Not easy to return and communicate – I bought a wetsuit in Australia later understood the item is actually shipped from overseas. But it was not an issue if I didn't have to return it. The return process looks easy, but there were not enough communication I had a problem with return label. So messy and not easy way process it. Wish I know before it is actually a overseas seller.

Stay away! – Wrong size item and poor quality. Possibly counterfeit. Also ridiculous returns policy. Stay clear of this company. Show details

Australian customers beware – Despite the website being “.com.au” it’s actually a UK company. When the boots I ordered arrived but weren’t the right size, I have send them back to the UK (heavy boots that will cost me > $130 to return). Surfdome won’t provide an Australian return address despite the boots originally being shipping from within Australia.

Order Never arrived - Appalling customer service – I ordered Joules boots that were lost in transit with Fedex, who sent an email to request a replacement or refund from the supplier. I had to provide proof of the email as they said it was being held and I needed to call to have the package released. This wasn't correct and so now almost 4 months later, I'm still chasing the company. They don't… Read more

respond to any of my emails and now I'm trying to get a refund. Wish I had read how terrible to review were before I ordered! I finally received my order, almost 6 months after chasing many many times.

Deceptive – I purchased with Surfdome specifically because they were a .com.au business which should mean I am buying form within Australia. It was not till AFTER checkout however that you discover they are overseas. Then the customer service ignores you once you question this. I cannot get them to reply to my emails about delivery times which I only messaged them to enquire upon after I discovered my item is coming form overseas. Show details

Ordered but received totally random cheap product. I should of read the reviews about them on here first :( – I placed an order for 4 expensive boxer shorts but received 4 cheap t-shirts. Now can't get hold of Surfdome to find out how to get the correct order. UK company hiding behind an Australia domain website.

Can’t get order right – Waited two weeks only to receive a size that was too small then sent them back waited another two weeks only to receive a size that was too Big this just Isn’t good enough. Show details

NO Customer Service, phone number is a SCAM-NEVER answers. Express post order SCAM it is UK not Austalia Not 3 days – The on site web site is what surprises you, it looks professional OK, so they promise lots, but deliver nothing Not because IT HASN"T ARRIVED!

Do not buy from this seller, took my money and empty promises about refund – Do not buy from this seller! So quick to take my money but when things go wrong I was constantly chasing them everyday. Ordered a pair of Joules boots and they got lost in transit and never arrived. Seller was unhelpful and constantly lying and telling me to wait and they will refund me, only to go through the cycle over and over again with someone else. Now they are ignoring my emails. Show details

Only refunded after I emailed them twice – Returned some Hunter boots and almost a month later they still hadn’t processed my refund. Only when I emailed them twice did the return happen. Seems a bit dodgy to me.

Will never order from them again – Honestly the worst customer service I have ever received. Ordered school shoes for my daughter and received the wrong wrong size, despite my invoice having the size I ordered on it, the shoes also came in a box that wasn’t for that brand. I emailed surfdome 6 times to get the issue sorted and received not one single reply to any of my emails. I… Read more

called them more than 5 times to get the issues resolved only to wait on hold for over an hour then be hung up on. The first staff member I finally was able to get through to said they would resolve the issues and would send out the correct size shoe and once it had been packaged to go they would send me tracking and a confirmation email. Days later a I received nothing. I call back multiple times finally get through again talk to someone else only to be told they can’t send me any sort of confirmation or tracking for the shoes and when I explained that I was told days earlier that someone was going to send me both she said okay I’ll get you confirmation and emailed me saying hi we sent your shoes this is your confirmation ( with an emoji of a winky face at the end ) with no real tracking or confirmation that the shoes had been sent just those words in an email. I still have received nothing and the issue has not been sorted. Truly the most horrible customer service I’ve ever dealt with and will never buy anything from this company again !

Not Good – I wish I read the reviews before I ordered.. I've made two purchases one from the Australian site and one from the UK had no issue with Aussie but the UK one I must say arrived before their eta which was great just before Xmas but the order had nothing that I had ordered in it!! 4 Random items!! Very hard to work out a return which have done and… Read more

returned via rebound which is who surfdome requests and now can't track my order still waiting for email from surfdome to see what I can do.

2nd order without problem – Ordered Hunter boots from surfdome.com.au for the 2nd time, and both orders had no problems in the online store and delivery. It arrived earlier than ETA. Show details

Communication is disgusting I will never ever purchase from this site again – I have attempted to send many many emails with not one response. I returned an item on 2/11/2021 and still have not had a refund. Show details