Australia’s Largest Online Surf Shop. The Best Surf Brands & The Latest Surf Gear! Shop Surf, Snow, Skate & Fashion. Free Next Day Delivery & 100 Day Returns*
Wrong colour and wrong sized t-shirt sent out to me. Surfstitch office insisted on the incorrect t-shirt being sent back by expensive registered post (£8) before I could receive another. However, they were unable to tell me if they had my correct order in stock. I eventually received a refund for the t-shirt after many emails, but after promising the refund postage to me, they did not give me the postage refund. I had to send many more emails, and contact their Head Office in Australia before they finally gave me the postage refund via PayPal whereupon I received less than I should have done due to the exchange rate.
I eventually bought the t-shirt from a reputable store with no problem, which I wished I had done firstly.
- Ordered the above listed item 03-19-15, by 03-20-15, the item dropped to $42.63 cheaper - Contacted SurfStitch Live Chat support, they said they could not honor the difference - Sent a follow up inquiry through their Customer Support e-mail and requested a manager review this concern - They replied back saying "if we refunded everyone the difference very time something went on sale it would defeat the purpose of a flash sale!" - Someone forgot to tell this CSR that a flash sale is temporary, usually 24-48 hours...not a full week long promotion like it's currently advertised on their website, I found this to be very misleading and very incompetent of the CSR - Since this was an International order, I paid $41 dollars in duties fees, because the value of the item was listed at $76.97, and you can pretty much order it for the current reduced price of $35 with their discount code on top of the sale price - Paying a duty charge is ok, there's no way around that, but the fact that they wouldn't even reimburse the difference on the sale price was insulting and I was hit with a higher duty fee on top of all of this - Contacted the owners Justin Cameron and Lex Pedersen known as the founding fathers of SurfStitch, they could care less and didn't even reply - Overall I am extremely disappointed as a first time purchaser of this website and will not recommend them based on their poor response to the consumer, their unwillingness to troubleshoot a problem, their selfishness in not honoring the difference in price just one day after the price decreased
I bought a "BONDS 3/4 trackie" in black, and a "Spare shadow zip hood" in dusty pink. The order total was $69.95 and shipping was free. Shipping was within 2 weeks. The trackpants were a lot thinner than they appeared on the site and didn't seem to be quality that I was expecting, but they still look and feel good. The hoodie was also not as expected (not lined, fraying/loose threads) but for basics that I can wear about the house I was not complaining. I would buy from here again.
I ordered a pair of board shorts for my dad's Christmas present, they were discounted and came with free shipping. The website is generally pretty easy to navigate and to purchase. However they were too small and i had to return them, unfortunately the returns process was tedious and hard and expensive. There was no free returns option for my parcel so i had to pay around $20 to post it, not only that i had to call up several times asking about the procedure to return. However my overall experience with surf-stitch is pretty good and i recommend it to my friends as they have all the surfing brands usually at discounted prices and shipping is fast.
I purchased the "VANS MENS CHUKKA BOOT - BLACK BLACK" for a discount price as they were cheaper to buy online than in Australia. The Vans brand is well trusted, and the merchandise arrived in good time. The pre-paid return shipping made me more comfortable ordering from this website for the first time, but luckily was not needed. A very good experience.
I ordered products to ship overseas. Surfstitch offered a free shipping because my order is greater than $50. That’s generous. (The threshold for free shipping to each country, please check the website).
I initially noticed from the website Q&A that my goods maybe subject to international shipping cost because some of the goods (travel bag) may be viewed as bulky item that according to website which could cost me around $30-$40. I found that it’s kind of acceptable, then I placed an order with surf stitch and at the confirmation page there is no additional delivery cost and I made the payment. However, due to my recent bad experience with other website that they could charge me later for additional shipping costs so I was wondering if surfstitch would do the same. Thus, to kill my curiosity, I left a message on the customers service section on the website to inquire about this around 8pm sydney time (note here that's after hour). Early morning of the very next day I got a reply from the customer service confirmed that it's zero shipping cost. To me, it’s highly impressive for this quick response as I experienced from other online shopping website that the turnaround of this kind could be up to days or week. Two thumbs up for this!
In addition, I placed order around 8pm and again the very next morning I got an email telling me that the goods were already dispatched! '
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I eventually bought the t-shirt from a reputable store with no problem, which I wished I had done firstly.