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Terrible customer service and being ignored as stocks weren't correctly listed
Have ordered a 4/3 wetsuit and a poncho on the 8th of jan 2021. Now had to make contact after 3 weeks and still no parcel received they blamed the Christmas rush and said they were out of stock. Then cant give me a eta on when there stock is gonna come in. Asked for a refund and they said ill be contacted with the refund department a week later still no contact has been made. Struggle to even get a reply from them wont tell me anything over the phone. Havent received my refund or the products I ordered over a month ago. Takes 3-5 days to even email me back total stuffing me around very very disappointing customer service will not recommend or spend my money here and hope every one else is warned about what this business is like.
- Verified customer
DO NOT PURCHASE FROM THIS COMPANY
We spent $1,200 on a SUP Board from this company only for it to arrive cracked at the tail end. The board was packaged well and the box was not damaged at all. This SUP board was damaged before it was packed into that box.
The company will not replace the board because apparently it’s not their problem. I am absolutely disgusted and will be taking them to consumer affairs for my full refund.
After posting on social media I have had 2 others come forward after also receiving the same treatment.
This company takes advantage of interstate buyers and sees a way for them to get rid of already damaged boards to then blame someone else.
- Verified customer
Absolute disgrace - don’t waste your time
Having placed an order online for multiple surfboards, body boards and accessories I was still waiting for delivery after 3 weeks. It is approaching 5 weeks now and nothing has changed despite me calling every second day, being told it will be sorted today and they will call me back to confirm order is on the way. I have spoken to 6 different staff who have all done the same thing which is absolutely nothing. A week out from Christmas my kids obviously won’t be getting their presents. These guys are appalling. Don’t waste your time and money on them. Disgraceful experience
- 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.
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...
Fin plugs popped out and glass job terrible
Bought an eco bean and the middle fin just fell out on the third surf. Tried to get it repaired but two shops wouldn't touch it as there was barely any glass on the tail of the board. Tried to resolve the issue with SBW but they weren't interested. You get what you pay for.
Really? How are they in business?
Shocking service. How on earth they manage to sell a board beats me. I tried to get someone's help in one of the stores but the young staff was just useless. I think maybe they should look at who they employ!
Rubbish surfboards beware
Surfboard arrived late, ordered online & staff were rotten to deal with throughout the whole process. Board has discolored and fin plugs have popped. No follow up service at all. So disappointed.
Warranty is a joke
Used my carbon fibre paddle board 6 times and it started to bubble underneath.take it back to shop it takes more than a week to get looked at they say heat damage and no warranty. I guess they should tell people not for use in sun!! Don't drive them on the roof of your car in the sun. And the bag they sell actually contributed to "cooking" your board. Biggest waste of money!!!@@! Buyer beware
Best Avoided - Spend Your Money Elsewhere!
I walked into the Mooloolaba store with the intention of buying a board for my wife only to be treated like I a second class citizen by the young guy there... He was rude, arrogant, and really wasn't that interested in helping me out at all... It was like I was wasting his time so I left and went down the road to another store and spent over $2000 on a complete setup...
- Verified customer
Poor quality. Poor customer service
delamination after 2 weeks. Keeping in mind is had it in the sun one time.
Offered no help and was accused of being neglectful and 100% at fault. No solutions benefited me but have them more money. When reading these reviews it seems a lot of their products have delamination issues early on. Basically if you want to buy a board and not use it because according to the staff, you can’t have any of their boards in the sun.
Poor delivery service.
The company used for delivery is called Direct freight Express because i wasn't home they returned it to their depot in Cambelfield. I'm in Geelong Cambelfield is an hour and a half drive from here and the freight company isn't open on weekends. I'd suggest organizing your own freight company to deliver. Now I'm going to have to take a day off work to go pick up my board.
- Verified customer
Pin holes sucking water
New vex pro small separation in paint realised it was dripping after surf then noticed pin holes all around the area. Returned the board they have employed a specialist in Australian consumer law doesn't give full name and quotes the laws to you via email, staff are not allowed to talk to you about complaints or returns. I think this says it all. If you have a specialist complaints department clearly you have a lot of complaints. No replacement on a faulty new product which is now full of water. I went to 3 shops before I found a store that wou...ld even give me the time of day. As an older surfer they were all too cool to talk to me. Should have left the first store and not returned. Don't be sucked in by the cheap prices they are cheap quality. They are not interested in surfing or surfers just money!
Soft SUP avoid at all costs
I bought a Soft SUP 'Atlantis' and after a couple of flat water times it totally delaminated. I returned it and they suggested that it was my fault. After 3 long weeks they give me a new model and now this one is starting to delaminated and after the last experience I will just throw it out and save up for a better non-Chinese board.
I bought a board and board bag had one surf on it. A couple days later I Put it on my roof and drove for a couple hours down the coast on a hot day. When o got to my destination I pulled the board out of the bag to find it had completely melted and warped. I took it back with the recipy. They took it off me for testing.. After continually contacting them they then said they would refuse to replace it or give it back to me. Don't risk it! Cheap and nasty company sells crap products! Stay away!
The board I bought had a hole in it brand new and it sucked in water and they offered to drain and repair it I refused this method and the warranty or company representative quoted consumer laws and told me he was an expert an engineer and if it went to court they were legally doing the minimum the were legally required to do. Heartbreaking.
July 28th 2017 Update: Terrible
Just found another pin hole in my new tajen board I asked the guys after getting the first one repaired and noticing because water had been sucked in to have a really g...ood look over the rail because the were a couple of blemishes on it and it's brand new and still another pin hole pray it hasn't sucked water in I'm gonna have to do a bodge job myself as the warranty process is painful and takes 2-3wks.
Surfboard snapped clean in half on first surf in two foot beachie mush.
I bought a brand new board from these guys, (Tajen 5'10) and it snapped on my first surf of the board. The wave wasn't overly heavy but the board snapped clean in half on the drop. When I messaged the guys about it, I was offered 10% of my next surfboard..
5 months old carbon SUP delaminated in normal qld summer conditions. Poorest customer service of all. I have owned 5 different SUPs and not one issue with reputable brands. Do not waste your time or money on these boards.
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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