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I have been shopping for quite sometime and have never experienced such horrible customer service from an extremely popular website! I normally do all of my shopping w / zappos or overstock.com because they have the best customer service, prompt delivery, free to ship a return back and they process refund back on your card within 5 days max! But roxy on the other hand, no it takes 30 days! Insane! They sure are quick to take the money off your card when you purchase but why should it take so long to process a damn return? I ordered a couple of pairs of flip flops and had to send a pair back. I go to return them (With no pre - paid slip) , the guy says its $10. 20 to return. . . That is double than what i paid when roxy shipped the item to me! So i paid it. I received my next and last pair from them and guess what? There was a pre paid shipping label enclosed? So then i had to return another pair that became very defective after about 3 wears! They became extremely "floppy" and the roxy symbol was completely gone! So i was able to use the "pre - paid" label to ship those back. But we keep going back n fourth through email about getting my refund! They did receive the first pair i sent back on the 22nd of sept and they were signed for. Why so long to put the ficken money back on my card? And they need to refund me the damn $10. 20 i paid to ship them back! Dont ever shop w / roxy.com. If u buy flip flops the symbol will be gone within a week. They all become very loose on your feet! And there customer service sucks! Go to zappos and if you cant find it there, go to overstock! They are the best and have almost anything you are looking for.
The complaint has been investigated and resolved to the customer’s satisfaction.
I wish I had seen this post before shopping with Roxy online and for what it is worth I totally agree and sympathise with every other customer on here - Roxy customer service is a total disgrace and I will never ever shop with them again. I have been a long time customer but they have a total disregard for their customers. To cut a long story short, my order was put through twice, I had to wait ages for a refund. I also requested a refund of postage (£15!) since it was their fault and they have simply refused. Tried to get through to a complaints department I was basically told that they don't have one! Shocking! No wonder they are going out of business if this is the way they treat their customers. Avoid, Avoid, Avoid.
Immediately charged my debit card but said order denied. I asked why my bank has a $40 charge but my order is refused? They said they charged me but won't be shipping my order and I must wait for MY $ back. SCAM SCAM SCAM !
I ordered 3 ski helmets from Roxy to an England, UK address. One of the helmets was missing a part so had to send this one back and the other was too small (even though it was the "same" size as the other 2 which fit fine). I was leaving the country within 2 days of receiving the package and emailed them on Friday evening telling them that a helmet had been faulty and I had sent it back, expecting them to pay for at least the return postage (£33.60 as the return address was to Belgium so half the cost of a helmet!).
Just received an email from them with no apology for sending a faulty item and saying that if I sent them proof of postage they would process my return quicker and they couldn't pay for return postage because if it is a faulty item I had to send it to a different address in France (not given on the website).
Such bad customer service, will 100% never buy from them again! Will keep pursuing this as it is unacceptable to send a faulty item and not give any type of apology or compensation for their mistake. Made to feel like I'm the one who's done something wrong for sending it to the wrong place!
On November 19th I purchased two rashguards as family Christmas gifts frm Roxy.com . The shipping did not specifiy if it was USPS or UPS but the deal is that UPS deliveries it to USPS. The website said it would be here no later than December 1st. Every day since then I have called the 1st and they tell me in one more day it will be here. Finally on December the 9th they admit that they do not know what happened to the package and because the items I ordered are sold out they can not ship me another package. I asked them to comp me a similar item and because the cost is more they won't. Then they sent me an email saying I could have a refund in 30 days! These are Christmas gifts for my family and I don't have 30 days! Unbelievable! I plan on opening a ski/snowboard and wakeboard/surf shop in our area in the spring and I will never carry the Roxy brand or will I wear anything with the logo again. I am beyond dissappointed! As a professional ski and snowboard instructor I will never reccomend them to anyone ever!
I 100% agree with this/ Michael, supervisor #440956 assisted me and infuriated me further. customer service is horrendous!
As the comment from the 19th of Oct 2014 states... They basically LIE about how they ship... I was supposed to have an item shipped USPS Priority. They shipped it FEDEX to USPS Parcel... which is a HUGE Time difference! They are refusing a refund until 6 weeks pass. And are trying to blame it on the "military postal service". HOWEVER, now a days, USPS handles mail until the final step (excluding combat zones). IF, they would have mailed it USPS Priority, no issues, 7-10 days total... when it's mailed USPS Parcel... over 6 weeks! THEY LIED! and now are not willing to do anything about it! PS... I've used APO address' for over 15 of my 25 yrs of Active duty service.
Hello,
I had a horrible experience with Roxy customer service in the US. The item was transferred from Fed ex to USPS. I called in specifically to ask if that was going to be the case because then I would have to give them a PO Box. I was told by Dave no that it was Fed ex all the way. As a result USPS shipped the item back to Roxy. I then called again and was told they would reship the item immediately. 3 days later I received an email that the reship was cancelled and I would receiv a refund. I called back a 3rd time to see why to which no one could answer. I never received the item.
By the way, this comment was about the customer service in France that delivers to The Netherlands or any other European country. At least, the Dutch mail did their job right, because I was scared that my package would get lost in the mail, else I would have paid 11 euros in stead of 5 (for just stamps) to track and trace the package.
This service is the worst of the worst of the worst ever! I would NOT recommend this webshop. Normally, I loved their products but I will never buy them again. I have never had so many problems. I ordered a bikini which was too small, even when I have measured myself multiple times to be sure, but the size table and the real sizes are definitely not the same! S seems to be XS. Top and bottom were delivered as separate products, so I returned both 2 products together at the same time. Returning it has costs me 5 euros. Later on (after more than 3 weeks!) I received an e-mail that I have returned the wrong product, so I will receive only refund for the other one. Which is impossible because I have only made 1 order ever in my life. Before sending the package I made a photo for myself as proof of what I have returned, so I know exactly what I have send back (including codes & numbers of the products). So these losers are messing up customer's stuff, so that they will get extra money out of it!
I never received a package that I ordered 3 weeks ago that should have been here 2 weeks ago! UNBELIEVABLE! I WILL GET MY MONEY BACK, ONE WAY OR ANOTHER...