“The suit is of good quality and well-crafted, but the fit in the crotch area was off, with so much extra space that I initially thought I’d been sent a men’s suit by mistake. Unfortunately, I had to return it. I'm giving this a 1-star rating due to the return and refund process. Despite returning the suit to the Netherlands within a week, SurFace didn’t respond to UPS for two weeks. It took almost another month and several follow-ups from me before I finally received my refund. I’ve seen many reviews praising their customer service, but my experience was far from positive.”
Dear Kay,
Thank you so much for taking the time to provide us with your valuable feedback regarding your experience with our Women's Eco Wetsuit 3/2 and our return and refund process. We truly appreciate it.
We are sorry to hear about the issue you faced with the fit in the crotch area of the wetsuit. Rest assured, we will take your feedback into consideration for future product improvements.
We regret the inconvenience you experienced with our return and refund process. This is not the level of service we strive to provide. Upon checking what went wrong here, it seems that your return was randomly selected for customs inspections in both the USA and the EU, causing the delay. We apologize if our support team didn’t keep you adequately informed during this time.
We understand that you were disappointed with your overall experience, especially when considering the positive reviews you have come across about our customer service. We want to assure you that we take this matter seriously and would appreciate any additional details or suggestions you may have to help us improve.
Once again, we apologize for the inconvenience caused and assure you that we will make every effort to rectify the issues you faced. We value your feedback and hope to have the opportunity to serve you better in the future.
Thank you for bringing this matter to our attention and allowing us the chance to improve.
Warm regards,
Christiaan Brouwer,
Head of Operations & Support.
