Terrible customer service, and interfered with return.
I purchased converse shoes online from their website.
When I received them I naturally tried them on in my bedroom, for roughly how long it takes (30 secs) before I realised they were too big.
Filed a return and sent them back.
I emailed them nearly a month later enquiring about my return, as I hadn’t heard from them at all.
A few days later I get a surprise, their package returning to me.
Then finally a response email saying they were dirty and had scuff marks on them, also that there was chewing gum on the sole?!
I replied straight away e...
3rd purchase in 18 mths,
Touch wood I have had no issues with faulty items or had to return. By the sounds of things doesn’t sound much chop if you have to. The site is extremely easy to navigate,great range of products and fair priced,Next day delivery each time for me.( I am interstate as well)
Fantastic - Service, Returns and Products
I LOVE surfstitch and have been ordering from them for the past 5+ years. They always deliver quickly, products are AMAZING quality and I have had great customer service - quick replies to emails, no delay in sending exchanged sizes back to me and quick returns (and refunds). I love them and honestly they are my go to when I want to try things out and am not sure if I will need to try out different sizes/or won’t like the product.
The only advice I have is the sizes tend to run a little big! So size down if you’re not sure :)
Otherwise happy shopping! I have another order coming in the mail this week! Woohoo!
- Verified customer
Lesson Learned "Only Buy 100% Australian Made and Owned Products".
Don't buy anything from a seller/company who can't be bothered to make contact after sale. See other reviews "same same".They only sell crap Chinese products anyway..." I suggest only Buying Australian 100% Made Products". 1x Bennie Total cost $47.94 AUD ripoff they have to be kidding. Never again. Price gouging or what!
I have been using SurfStitch for years!
Most recently, I purchased a jumper on their website at lunchtime on Tuesday, selecting express post. This item was received the next day! Really impressed, considering the 2+ week delays almost every single other online store has been experiencing. I also find they have good prices and often sales on too making it a great place to shop.
Fast shipping of wrong item with no customer service
I bought a pair of white leather converse and they charged me for two. I contacted them straight away with no response till the next morning when they notified me that both shoes were on the way and there was nothing they could do. I received the shoes and both were white canvas, not leather and the wrong size. Sent both back. I tried calling them multiple times, with no answer and emailed them only to receive a generic email back (look on our website for FAQ). I wanted them to give me a full refund on the second pair and receive the leather pa...ir I thought I was receiving/originally paid for. They emailed me noting I was receiving money back for both, so I was left assuming they didn’t have the white leather shoes in stock? No apology nothing. Waiting over a month for my money back only to be charged a holding fee. I now have no money and no shoes. This was nearly 2 months ago now and I would have been happy with a simple explanation as to what’s going on.
Worst online experience!!! NO CUSTOMER CARE!!!
I ordered 2 hats online, 3 weeks later still no hats. Emailed them and the response was supplying me a tracking number which stated the order had not been picked up from the store. Tried to get back in touch with them. No response. Their voice message to the number on their website states that they do not monitor their voicemails! What kind of customer service is that???? Worst online experience ever! I say stay away from such a dodgy mob!!!
Extremely Fast Shipping and Amazing Quality
Super satisfied with quality and got free express shipping when spending only $60 in store (and on sale items)!! Delivery came in less than 48 hours even with COVID-19 delays. 10/10
Fantastic store,they always have lots of sales making things very affordable.Quality clothes too.Be aware if buying items from their online shop they may not offer returns.The returns I have done before were managed quickly and successfully.
Won't replace faulty product
The softboard I bought to teach my daughter to surf had a ding on arrival and was sent with incorrect screws to attach the rear fin. I have been trying for weeks to resolve this with Surfstitch - emails and phone calls - but they all I get are email apologies and phone silence. And no resolution. DO NOT BUY FROM THIS COMPANY!!
Sufstitch = zero points for customer service
After being a loyal cutomer for years, Im dissapointed that my delivery has not arrived after 12 days. I have contacted by email 3 times and left 3 voice messages because no one ever answers the phone. No attempts made to connect with me and apparrently dont give a crap.
I have made a few online purchases at SurfStitch recently. The whole experience from the website, ordering, delivery and returns have been the best I have encountered compared to any other online purchases I have made elsewhere.
Thank you and well done. I will be back.
Their 'Drop Off Point' stuck the paperwork to the box and therefore shoes were deemed unfit for return.
I emailed and explained and no one ever got back to me. Will never buy from them again. The shoes came in a satchel with no protection in the first place. Very unprofessional and backward for a company of this size.
Delivery no problems but returns...
Delivery - Despite what everyone else has said I've never really had any problems with Star Track in my area, I feel like if you know they are bad in your area then maybe reconsider SurfStitch. Otherwise I've never received any faulty items despite buying from them over 5 times.
Returns - Tried it on my most recent order with a t-shirt and process was all good with the free returns and everything. I went through Auspost instead of CourierPlease (I think that's the courier they use for returns) and got tracking with confirmation that it arrived...soon after. However, the process of receiving the money took way longer than I expected. It took so long that I forgot I returned it. Obviously, a bit of carelessness on my part there but they received it on 12th Jan and I received the refund today, the 17th Feb and I had no contact from them during this time. So if you're returning, be prepared to wait maybe over a month for refunds.
Didnt recieve order.
Didn't recieve confirmation that order had been sent back to sender even though it had been quiet some time ago.
They refuse to send the order back out
Apperently i need to reorder everything again.
Very unsatisfactory customer service
Hole in a shirt
Black mark on other
Both items I brought were broken....
I brought two shirts both came faulty.... I didn’t receive a call back, I emailed multiple times and had poor communication from surfy stitches end... lack of service provided... no replys and not 100% that I’ll get my refund. I called on the day of parcel arrival, had tags on, and sent it back two days after. Need to up their customer service. disappointing
Terrible Customer Service - presents will not be under the Xmas tree despite 16 Dec order
Ordered placed 16th December but still not received. Usually very fast which is great but its the bad customer service I'm now experiencing that is the issue.... Ordered placed overseas by my brother - Xmas presents my kids won't be getting. Money taken from his account but now saying fraud concerns so haven't shipped. Why take the money then ? No email to raise this as a concern - only advised after several emails. Evidence that no fraud now provided but still nothing and no replies.... Very dissapointing.
Horrible Customer Service
Requested refund on an item and was rejected due to tiny fault, the item itself was too small. Received no email explaining why the item was rejected and only found out they were sending it back when AUS post sent an email stating an item from surfstitch was on its way. Worst Customer service, didnt care about my order and took way to long to process return etc.
Questions & Answers
On average, what quality is the material of Surfstitch clothing? Are they longer lasting than for example, Target?
The quality is great, better than average! Have been buying clothes off Surf Stitch for years. Even the less known brands that we've purchased have laundered well and lasted the test of time. Wouldn't even compare them to target, you can buy styles from SS that you won't see everyone else wearing!
Surfstitch carry so many different labels. Most of them popular and widely known. Some of the garments are disappointing , but generally they are as I expected. Surfstich as a company to deal with has been excellent. I have placed many orders, no errors no faulty merchandise and extremely fast dispatch.
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