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.
Return lost by courier, I was initially requesting exchange in size which was available as an option at time of return. Because courier lost parcel they would not give me the product I had ordered in new size. Customer service team abrupt with answer & showed zero care.
Very Happy Customer
I'm usually too scared to buy on-line. I like to try before I buy but found a Roxy Wet Suit on sale so took a chance and I am very glad I did! Size chart was accurate (I am usually an 8 but it suggested a 6). Product looks like good quality. Received order within 3 days. Will certainly buy from here again.
Change Your Courier!!
SurfStitch, have you read the reviews of YOUR courier?
Another failed delivery today that never turned up from StarTrack.
Why haven't you changed them?
You need to take some responsibility for their lack of delivery.
- Verified customer
Called a liar by surfstitch
I ordered a pair of black Timberlands from SurfStitch, recently and was frustrated when the shoes arrived with a hole in the shoe box and sand and dirt on the shoes. Despite this I tried them on anyway, just once in my own room, and upon realising they were a size too small. I immediately sent them back exactly as they were received but this company claimed the inventory manager had checked prior to sending the shoes and I did not receive the shoes with dirt on them (essentially calling me a liar). And sent me my shoes back. Now I have shoes that are a size too big for me and a company that is not to take responsibility for its actions. Very disappointed, will not be shopping here again
Excellent speedy delivery
Great vans, easy online shopping and payment systems, had item in few days super fast delivery highly recommended excellent products with great range and sizes available, at fantastic prices hard to beat.
Waste of time
Sent me the wrong sunglasses twice before telling me they didnt have that model in stock. Their customer service are not particularly educated in their product range and brands. Just wasted my time by having to send back both pairs of sunglasses and not even get what I wanted in the end. Waste of time and avoid!
My order arrived incredibly quickly. It normally takes forever to get stuff delivered to where we live. Great quick and easy shopping experience. Will certainly be shopping with them again.
Fastest deliveries ever!
I live in Central Australia and it usually takes forever for anything to be delivered here however I have never had to wait more than 3-4 days for a delivery from SurfStitch. Has to return an item here or there and the process was also super fast and easy. Always quality brands too, I will always shop with SurfStitch!
Great customer service
Have been shopping with Surfstitch for quite a number of years now. Website is very well laid out. On the rare occasion I've had any problems (generally user error) customer service has been prompt and helpful. I also find the returns policy seamless. Shipping is always super fast
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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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