Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order 12/02/24, I received the order with an incomplete item. I emailed them muiple times to rectify the issue, often ignored. Once I finally got a response they sent me a label to return the item, which I did. The tracking label shows that it was recieved to thier facility 12/30/24. I have no recieved my refund. I have brought it to thier attention, again ignored multiple times. I just want my money back! It was charged to my credit card so now I am also paying interest on an item i don't even have!

  Business response

  01/29/2025

  Thank you for contacting Volcom, It appears we received your product and successfully refunded you the amount of $64.94 as of 01/29/25. Please allow up to 3-7 business days for this refund to reflect in your account. Let me know if you have any questions or concerns regarding your recent online return and I would be more than happy to help as needed. Thank you for shopping with Volcom and I hope you have a great day.

  Customer response

  01/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  original order #s11234819 was placed october 6 2024,multiple items totalling $851.15, including $29.99 for expedited shipping. items arrived timely, volcom has an exchange policy for size adjustment, where the customer chooses the appropriate size they want to exchange for and volcom sends shipping label.i needed to echange one item (Mens Guch Stretch **** jacket) for a total value of $400 volcom sends via email return label (also express shipping 2 day air as paid for) and i return the item. Volcom sends replacement jacket, ***** tracking ************, october 23 2024 via standard economy shipping 5-10 business days. displeased, but willing to be flexible, i wait the ten days and no jacket has arrived. i check tracking and it hasnt left the initial departure junction in *****, **. at this point i reach out to volcom to inquire why i am not recieving the expedited shipping i paid for. they apologise and send me a discount code for free shipping on my next order. Then, on November 6, 2024, (15 days after shipping) a new label is created, with an expected delivery date of November 22, 2024 (29 days after shipping) .The specific reason i purchased the expedited shipping was in order to have the items for a trip i had planned on november 15, 2024, a trip to ****************, ** where i require the use of the jacket i had paid for. i reached out to volcom to have this situation rectified, however they refuse to help me further. this has violated their policy and denied me my expedited shipping as paid for, and has further caused me much duress and have put me in a financial situation, leaving me without a refund or a jacket for my trip.

  Business response

  11/08/2024

  Thank you for contacting Volcom Customer Service,
  
  
  I apologize for the confusion regarding our exchange policy and for the delay in your shipment. We explained to the this customer the exchange order was created with ***** ground and as a courtesy refunded the shipping fee paid on the original order. We have reached out to the carrier, who confirmed that they are still in possession of the package and require additional time for delivery. We understand how frustrating this situation can be, and we appreciate the patience as the carrier works on completing the delivery.
  
  If you have any further questions or need additional assistance, please let us know.
  
  Thank you for shopping with Volcom and hope you have a great day.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to withdraw funds from my account, but **** has been giving me a runaround for two weeks "reviewing" my withdrawal request. I just want them to send me MY money

  Business response

  09/30/2024

  Thank you for contacting **************** Customer Service, 
  
  We attempted locating a return with the email address, phone #, and first/last name provided but was unable to locate any transaction within our order admin. Can you please provide the order # or name associated to the order or return and we would be more than happy to check the status? 
  
  Thank you for shopping with **************** and look forward to hearing back from you.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 packages of the volcom mesh boxer briefs in the description it says 3 pack. Proof attached. I spent ***** and only received 4 peieces when I should have recieved 6. My order number is JWG6NV58-1 from klarna. I have emailed them starting on December 12, December 21, December 25th and today. To no avail. I have also tried to call and recieved a robo message saying they are unavailable I have left multiple messages. And havent got a call back. I would like the other two items I am missing.

  Business response

  01/12/2023

  Thank you for contacting Volcom Customer Service,
   
  I apologize for the delayed response as we are currently short staffed and are attempting to respond to all customers as quick as possible. We have contacted our inventory manager who is currently investigating your short shipped order and have submitted a refund back to the original form of payment on file. Please allow 3-5 business days for the funds to reflect to your account depending on your banking institution.
   
  Let me know if you have any questions or concerns regarding your recent online order and I would be more than happy to assist as needed.
   
  Thank you for your understanding and I hope you have a great day.

• Initial Complaint

  12/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/26 I purchased $85 dollars worth of clothing. The shipping was supposed to be **** business days. I was charged the $85 on my credit card. I have not received my order. I emailed the company twice and have not heard anything in response. I called and did not get through. I fear that the company took my money and will not be giving me the product. I would like my money back or my order. The Christmas season is busy. But its been way too long to not have any information from the company.

  Business response

  12/19/2022

  Thank you for contacting Volcom Customer Service,
  
  I apologize for the delayed response as we are currently short staffed and are attempting to respond to all customers as quick as possible. After reviewing Order # S1828066, it appears this was just shipped out via ***** tracking number ************ (https://www.fedex.com/fedextrack/?trknbr=************). Please let me know if you have any other questions or concerns regarding your recent online order and I would be more than happy to help as needed.
  
  Thank you for shopping with Volcom and hope you have a great day.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed 3 orders online dated 11/18, 11/19 and 11/23. All where charged to my bank account that day. As of today 12/16, all three orders still are unfilled and have not shipped. I have called and emailed several times and the phones are turned off and no one responds to emails. The orders were promised delivery in 10 business days and it has been 18 business days at this point with no response as to where my orders are and when I can expect them.order numbers are S1922119 S1823927 S1829028

  Business response

  12/27/2022

  Thank you for contacting Volcom Customer Service,
  
  According to our records it appears all three orders have been shipped and have been confirmed delivered.

   

  Order # S1829028

  Tracking #************
  
  Delivery Date: Tuesday 12/20/2022 at 10:33 am
  

   

  Shopify Order # S1823927

  Tracking # 615962086615

  Delivery Date: Sunday 12/18/2022 at 4:30 pm

   

  Shopify Order # S1822119

  Tracking # 61299991168653789734

  Delivery Date: Tuesday 12/20/2022 at 10:33 am

  
  Thank you for shopping with Volcom and hope you have a great day.

  Customer response

  12/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a clothing order on 12/3. Credit Card was charged in full. After 10 days I reached out to Volcom to get an update on my order as the status on the website was saying still unfulfilled. I have called and left messages with customer service, the front desk, and sent over 12 emails. I have reached out to Volcom over social media and have not had any response other than an auto generated response. I am now seeking to cancel the order and receive a full refund.

  Business response

  12/16/2022

  Thank you for contacting Volcom Customer Service,
  
  As we all know, the world around us has changed and has continued to challenge our business as we do our best to meet the demands of our valued customers (thats you!).  As we aim to protect our warehouse employees with additional safeguards and safety measures, please be advised that your order may experience some delays.  Rest assured, I have contacted our operations department and requested they ship your this order as soon as possible, and once a tracking number has been created an email will be sent providing a more definitive ETA for delivery.
  
  We truly appreciate your patience and understanding.

  Customer response

  12/16/2022

   I have received this exact same auto generated response to every attempt made to contact the business.  I would like a refund.  They will not answer the phone, email, or any other forms of communication. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed and order with this company on 11-19-22 and it says orders are supposed to ship in 3-7 business days. My order hasnt shipped I have called the company and the message says they are away from there desk, so then I emailed them everyday for the last 2 weeks and still Have heard nothing. They have taken my money and have not filled my order or even responded to my emails.

  Business response

  12/22/2022

  Thank you for contacting Volcom Customer Service,
  
  I apologize for the delayed response as we are currently short staffed and are attempting to respond to all customers as quick as possible. Order # S1824654, was successfully shipped out via tracking number ************ and confirmed delivered Wednesday12/21/2022 at 12:49 pm (https://www.fedex.com/fedextrack/?trknbr=************&trkqual=12024~************~FDEG).
  
  Please let me know if you have any other questions or concerns regarding your recent online order and I would be more than happy to help as needed.
  
  Thank you for shopping with Volcom and hope you have a great day.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  November 26th, 2022 I made a purchase of $133.00 Today is December 15th...I have made several attempts to contact customer service via email and telephone...with no luck...They emailed me the same robo message the 4 times I have emailed ..with a comment on the trying times... Never answering my questions or concerns of receiving the order before Christmas..

  Business response

  12/22/2022

  Thank you for contacting Volcom Customer Service,
  
  I apologize for the delayed response as we are currently short staffed and are attempting to respond to all customers as quick as possible. Order # S1838339, was successfully shipped out via tracking number ************ and confirmed delivered Wednesday12/21/2022 at 11:41 am (https://www.fedex.com/fedextrack/?trknbr=************&trkqual=12024~************~FDEG).
  
  Please let me know if you have any other questions or concerns regarding your recent online order and I would be more than happy to help as needed.
  
  We appreciate your understanding and hope you have a happy holiday season!

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 7 items on 11/25. My products still have not shipped and I have not received them. I have tried to reach out to Volcom via their customer service email 3 separate times with no response from them regarding my order what so ever.I have called their customer service line multiple times which only rings once and then goes to a voicemail saying they are unavailable and cant get to the phone and send them an email and they will be sure to get back to me. It does not matter what time of day you call this is the voicemail you receive after only one ring. I believe there is no one really answering the phone to help customers. Also, where is my order its been almost 4 weeks and no sign of anything at all but they took my money. I would like for someone from Volcom to contact me and let me know where my merchandise is that I paid for.

  Business response

  12/22/2022

  Thank you for contacting Volcom Customer Service,
   
  I apologize for the delayed response as we are currently short staffed and are attempting to respond to all customers as quick as possible. After reviewing Order # S1836564, it appears it was successfully shipped out via tracking number ************ and confirmed delivered Monday 12/19/2022 at 3:22 pm (https://www.fedex.com/fedextrack/?trknbr=615962109208&trkqual=12024~************~FDEG).
   
  Please let me know if you have any other questions or concerns regarding your recent online order and I would be more than happy to help as needed.
   
  Thank you for shopping with Volcom and hope you have a great day.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩