- Verified customer
Cracking SUP board & terrible warranty
I purchased a large stand-up paddle board which was to be used in small surf and creek type water for the whole family. The in-store staff recommended the Atlantis Halo (in-store staff have been very good - just the product, its TSBW warranty I have issue with).
After the first couple of sessions on Currumbin creek, the paint layer started to flake away. I returned it for warranty & went through the TSBW warranty process which took several weeks. At first the assessor tried to deny it was a manufacturing fault but after some debate they agree...d to have it fixed. The first repair was so poor it had to go back again (it should have gone back for a third time due to poor repair but I kinda figured it wouldn't affect performance and it would suffice). Now there is a crack developing through the centre of the board along the stringer which TSBW is claiming is normal and caused by an impact. This is only a week after I picked it up for the paint repair and not to mention that it could have been done while in TSBW possession. TSBW has claimed that the board compresses on either side of the stringer and cracks (which is different to their first response where they stated that it was due to impact). But a SUP board is SUPPOSED TO HAVE PEOPLE STAND ON IT EITHER SIDE OF THE STRINGER - "If there is any foot compression either side of the central stringer, the glassing compresses and become slight foot wells...the glass will crack along a line - which is exactly what has happened to your board." Quote from the warranty submission response. In short, the warranty is void if I ride the board either side of the stringer (where the foot pads are) as it will compress and break. This directly contradicts the website describing the board as one of their strongest.
Mahi mahi mini mal broken finnbox after first use
Bought a surfboard here. Finnbox and finn broke during first surfing not a week after I bought it( I did not hit a rock or surfed into a sand). I came back to the store ask what is possible to do and - was told nothing. Finnbox is not a part of their warranty, they told me that I can send surfboard to Miami (yes, other country, bought in New Zealand, you need to send it to Miami on your own expense) to decide if it is a manufacture fault. And also told me that it would be probably rejected. I brought board to the repairs, where they've said - "...It's a manufacture fault, we repair from 3 to 6 these board a week." They guessed the type of broken board even earlier than I pull it from out the bag. So do not buy your surfboard here, not high quality boards and no possibilities of service or repairs.
No change of mind refund
Bought a stand up paddle board as present. When tried to return for a refund, even offering to reduce refund by postage costs, only allow store credit. Which is useless.
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Poor Customer Service!!!
Poor Customer Service!!!
I went to the Palm Beach shop today and the manager was very rude.
I wanted to swap a set of fins that I bought (full price $25) a few weeks ago and he said the package wasn’t looking perfect so he couldn’t sell it full price to anyone else. He said he would have to give a discount for the next customer. I showed him a few fins that were there to sell with a damaged package as well and he replied saying “Come on man, give me a break and just leave”.
I didn’t want my money back or any other different product with a diff...
Best customer service
My son recently purchased a board then realised it would not fit on small plane . Kevin at Surfboard Wharehouse went above and beyond to organise refund.Great range of boards and good price
Questions & Answers
Has anyone had issues with the surfboard warehouse trying to blame the consumer for manufacturing defects on the board?
I’m still going through the headache to trying to organise a claim review. They are taking so long to sort it out. Even after I supplied so many photos on three seperate occassions. I was wondering how they get away with this. All
I want is my money back. I don’t want to buy there again.
I haven't come across this problem at all mate. That's an unfortunate situation you find yourself in but if I was you, I would let them know that if it isn't rectified soon then you will be taking your complaint to consumer watch and the ombudsmen. I know you don't want to buy from them again, but maybe you could do a simple board swap. Old for new. Even though you have had a bad customer experience with them, atleast you will have a rideable board. Good luck mate.
If your on the Northern Beaches I'd talk to George at Manly Surfboards. Only ever had one issue with a board I bought from them and it was replaced instantly.
Those delamination issues are a worry. It would be easy to hit over 70 degrees in the sun or on a closed up car in summer. Especially in the tropics or ozzy. So its the air inside pressurizing the deck. Why not add a simple pressure release valve in the boards. Problem solved!
The Surfboard Warehouse
Hi Frans, Thanks for your enquiry. So you are aware, pressure valves do not prevent delamination, as this is a side effect of the foam core literally melting. Boards that have a valve installed (such as a goretex valve) can still delaminate and either contract like a raisin as the air releases from the valve or if exposed to higher temperatures expand as the valve can only release a certain amount of air per minute (in cases where boards are left in cars this is typically the case). We run valves in all boards above 9ft but this is not to prevent heat damage.
Has anyone owned a Walsh Surf Designs Mini Mal?
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