Complaints

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a surfboard I. February 2024 said it will come in march. The. Call me to say its coming in june. Called them to complain and now he saying he go cancel my order with no refund

  Business response

  03/25/2024

  Dear ***,

  Thank you for bringing this matter to our attention. We deeply regret the inconvenience and frustration caused by the significant delay in delivering your TB ******************** (RED) LIGHT BLUE 6'6 X 21 surfboard order.

  Please allow me to provide a detailed account of the situation:

  On your original order placed on our website, you opted for the ShopPay installment plan, which required us to accept the full payment upfront. The surfboard was initially scheduled for delivery in early March. However, due to an unfortunate mix-up at the manufacturer's end, Thunderbolt, there was a critical error in their order processing system, causing a substantial delay in shipping.

  On March 20th, our team member, ******, promptly notified you via text message about the unexpected delay, informing you that your surfboard would now be expected around mid-June. We sincerely apologize for this significant setback, which was entirely beyond our control.

  When you expressed your dissatisfaction by leaving a one-star review, our manager, ****, attempted to address your concerns over the phone. Unfortunately, due to the circumstances beyond our control, we were unable to offer a discount or expedite the delivery process.

  Regrettably, during a subsequent phone call with me, the situation escalated, and you hung up after I explained the situation and the constraints we were facing. In the interest of maintaining a respectful and professional environment for our staff, we decided to cancel your order and process a full refund, as we could not meet your expectations within the desired timeframe.

  I must address the claim in your complaint that we are not providing a refund this is simply not true, as evidenced by the conversation screenshots attached. We have already processed a full refund for your order, which you should receive promptly.

  Please understand that while we empathize with your frustration, we cannot tolerate any form of harassment or inappropriate behavior towards our staff members. Our team works diligently to provide exceptional customer service, and their well-being is our utmost priority.

  Once again, we deeply apologize for the inconvenience caused, and we hope that you will consider giving us another opportunity to serve you better in the future.

  Thank you for your understanding and patience during this challenging situation.

  Best regards,

  *********************
  Hawaiian South Shore 

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