ComplaintsforRip Curl USA
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Complaint Details
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Initial Complaint
02/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 1/4/22, I bought a MSRP $339.95 Women's ****** 4/3 Zip Free wetsuit from Rip Curl (Order #: US000743216). With minimal use and proper care and storage, the rubber-like lining/seal on my wetsuit neck started cracking, which also frayed the neoprene part of it. Per Rip Curl's Warranty and Care webpage, they said they will repair or replace items under warranty and provide 12 months on materials, construction and Aquaban liquid tape. I contacted customer service via email and sent in photos as per their recommendation on the same Warranty and Care webpage, and they confirmed that "this damage would be covered under our 12 month from purchase date warranty on materials and construction." I sent it in and received the repaired product and was not satisfied with the level of repair. They put a plain black strip of material around the previously Slate Rose (pink) colored wetsuit with no rubber lining/seal that helps from water getting inside. On 1/3/23, I reached out to customer service via email, the same one I used before, which they said to "let me know if you have any further questions." I did not hear back, so I reached out on 1/17 and 1/26, but still have not heard anything back from them. Rip Curl has a 3 month warranty on repaired products, so I wanted to get a response and be able to send it back in before the 3 month is up. I request that the wetsuit be properly repaired or they provide a replacement if it cannot be suitably repaired.Initial Complaint
06/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I paid 100 dollars for a wet suit on May 10th 2022. I have bought and returned previous suits from this store and have dealt with the same issue as i seem to be dealing with now. At the time of the purchase i bought two separate purchases in order to try them on and find which best fit me. It has now been over a month since they have received my return as I have spoken to the customer service and have the tracking information for the return. The problem is that bot only have i had a delayed refund both times i have had to go through this company, but during this I have realized they only have 1 customer service representative. He seems like he is very overwhelmed with the amount he has to do as well. This is a large company, there is no way they can't afford to pay more than one customer service representative and i'd argue that it is neglect and maltreatment to expect one person to handle the amount of inquirees this guy has to be recieving, on top of everything else the job demands. That being said, customer service is no longer answering phone calls and I also have not recieved my refund, an update on when i will, or any reply from the customer service email. I would be willing to bet the poor guy quit. What a shame. I can not wrap my head around the fact that a large well known brand like this is cutting corners in this way. My order number is US001001241 I would like my refund now. I'd also suggest you hire more than one customer service representative this time around.Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I returned via mail 3 items on June 9 using the return label they provided. They received and signed for the items on June 16. As of today, after 3 follow-up emails, no one has returned my inquiry regarding a refund. Its now June 23, 2022. If you try to call their customer service line, no one answers the phone.Initial Complaint
04/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Received a Ripcurl Search 2 GPS watch as a gift. The watch brand broke 3 months after receipt. Ive been trying to obtain (and pay) for replacement band. Ive contacted their customer support email which provides an auto response but no follow through from customer service. Ive tried to call the service center multiple times but no one answers. Voice recording directs me to their webpage and email support which is not monitored. Alternate customer service phone number is invalid. Ive tried to get the band replaced locally by several jewelers but the band attachment is unique and requires ripcurl replacement parts. The watch cost $300.00 + tax and all I want is a replacement band which I am willing to pay. The lack of customer service and inability to request this band after attempting multiple communication pathways leaves me with a watch that is unable to be used and local jewelers are unable to fix due to the unique parts used by ripcurl. This has been ongoing for months and many hours spent trying to get a hold of customer service to order a replacement band. Others online have similar complaints which ultimately led to them buying new watches. Just looking to have phone contact with ripcurl service to order replacement band.Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been waiting since June for a warranty repair for my flashbomb wetsuit. I received the my repaired suit in July but after a handful times of using it, it had the same issue. I then sent it in again in October and I was then told that I would get a full replacement. It has been over 6 months since. Ive been offered online store credit but cost of the suits has gone up. I declined this offer as I have already spent money to buy a suit while I wait for my replacement. I will not buy another suit. I want a replacement suit as I was told. I understand shipments have been affected by covid but I have received notifications of suits being restocked multiple times but I have yet to receive mine. I hope you can understand my patience is running out. It has been 9+ months since I started with a repair and 6+ months since my 2nd time sending in my suit. I have been very patient but i don't want to wait any longer.Initial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a top of the line "Heatseaker" 4/3 Rip Curl wetsuit in December 2020 from a Rip Curl store in CA. For its price, I would expect a superior level of service and quality. Unfortunately, the wetsuit started coming apart almost immediately upon use. After maybe five uses, there were so many holes that it was unusable. I reached out to Rip Curl to help find a solution, and over the course of the year, they first told me they didn't have any loaner wetsuits available, and they then told me they are only willing to offer me store credit for the suit. They don't currently have the stock to give me another comparable wetsuit, and they are refusing to give me a refund, even though the product was clearly defective. I appreciate that they have been communicating with me (as I have sent my defective wetsuit back to their warehouse), but I believe that a refund is in order.
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.