Billabong Customer Service Issues

It seems like dealing with Billabong's customer service is a recurring issue. I've had trouble getting in touch with them. When I try calling, I'm put on hold endlessly. Their online chat support is never available, and posting on their Facebook page is impossible. Even calling corporate leads to a disconnected call. My daughter, who is 16, made a purchase of clothes on cyber Monday. The payment was deducted from her account, but she hasn't received any shipping confirmation or the items she ordered.

Dear Billabong Team, I have been trying to claim a defective wetsuit for 2 months now via email. Each time I receive a confirmation of receipt, and after about 8-10 days, I get another email saying something like, "Apologies for not getting back to you, but the issue probably resolved itself, if not, contact us again." This has been going back and forth 6-7 times. The problem is with a €[redacted] wetsuit bought in Ericeira where the kneepads are coming off after only the second surf session. When I was in Hossegor at Billabong, they refused to address the issue and just gave me the same email address for support. To cut it short, since you have not been responding multiple times, I am entitled to a refund. I have requested an exchange or a return label multiple times, but unfortunately, there has been no response yet. This is my final attempt to reach out to you officially. I would like this faulty item exchanged or a refund. If nothing happens again at this price point, I will involve a lawyer, which I have already contacted. Please avoid further embarrassment and respond promptly! Dave

I placed an order on December 28th with 2-day shipping. According to the definition of 2-day shipping, I was anticipating processing to start on December 30th, the next business day. However, when I checked on the 30th, the order status was pending and I couldn’t track it. The same was true on the 31st, the second business day, which raised concerns when I couldn’t see the payment deducted from my bank account. The website states that payment isn’t processed until the order ships, but with 2-day shipping, it should have shipped on the 30th. Now it’s the third business day, and my order is still pending. I’m anxious about the status of my order and payment, especially since I paid extra for expedited shipping and there’s no indication of shipment yet. The situation is resembling a non-expedited process despite the additional fee I paid for quicker delivery.

I purchased a wetsuit back in November as a Christmas gift, but unfortunately, it was too small. I reached out via email to request an extension on the return policy due to this being a gift. Despite trying to return the wetsuit within days after Christmas, my local courier, Royal Mail, refused to accept it citing border control issues. I attempted to contact you multiple times via phone and email without success. Finally, I received an email allowing the return and incurred a £16 cost for shipping. Unfortunately, the return was rejected with no explanation according to Royal Mail's tracking service. Your recent email mentions an extension of the return policy to 90 days, so I am unsure why my return was not accepted initially.

Order # [redacted]64 Natalie R. I received an email this morning stating that one item in my order, the hula bikini bottoms, was cancelled due to being out of stock. Since I won't be able to use the tops alone, I request that the remaining items in my order be cancelled as well. Please relay this message to your warehouse. My experience as a first-time buyer has been unpleasant due to these issues, especially after calling customer service. While the processing time was indicated as 1-2 days in the email, I was told it could actually take up to 5 days. If this information was provided on the website, I would have considered shopping elsewhere. I believe a clear statement about delays on the website and in shipment confirmation emails could prevent such misunderstandings. At the moment, the only mention of delays is on the contact page. Overall, these experiences make me hesitant to place future orders with Billabong.

I placed an order for a custom wetsuit with order number [redacted]10 on 31/03/21. It has been 8 weeks since the order, and the status remains "pending," causing concern. Despite the payment being accepted, there have been no updates on the status of the wetsuit. I requested a delivery update on 19/05/21, and it has been longer than the promised 3 working days for a response without any communication. With a trip planned on 6/06/21, the delay is frustrating as I fear not receiving the wetsuit in time. I hope to receive a reassuring response soon to dispel any worries about the order being a scam resulting in a loss of £[redacted].

Dear CEO, I hope you are doing well. I am a ready-made garments exporter from Bangladesh. I operate a reputable export factory and regularly supply garments to markets in the UK, USA, and Japan, working with well-known buyers like GEORGE, COSTCO, TESCO, GAP, MATALAN, TOYSHIMA, BESTSELLER, and BASSPROO. Bangladesh holds the second position globally in garment exports, and I am interested in collaborating with your business for manufacturing garments. I kindly request an opportunity to prove our capabilities through a trial order to showcase our commitment to providing competitive prices and high-quality products. We conduct transactions using LC/TT terms and are open to discussing any additional requirements. Please feel free to reach out to me via phone, WhatsApp, or email for further inquiries. Best Regards, MD Abu Saleh Al Azad Mobile/Whatsapp: +[redacted][redacted] Email: [redacted]

Good morning, I am experiencing a payment issue when using credit cards on your Italian site and all Italian Boardriders sites. I receive an error message stating that my card has been associated with a fraud attempt, prompting me to contact my bank. However, my bank confirms there are no issues with my cards. Even when trying to use PayPal, I face the same problem with a message indicating authorization denial. This occurs solely on your sites, while I can successfully make payments on other e-commerce platforms. Today, I attempted a payment with PayPal, but encountered the same issue despite receiving a confirmation from the bank (later followed by a cancellation). I have reached out to RVCA and Billabong customer support without resolution. Thank you for your assistance in resolving this matter.