Eu Billabong Reviews 381

The worst in communication. Still waiting for my money and no one is responding to my e-mails.

I bought a shirt and a wallet for my boyfriend for black friday, so i would have it ready for christmas for him. The wrong order arrived and including in this wrong order there was also missing pieces of clothing. I've been trying to text them for 1 1/2 month now, waiting and written about 5-6 emails, that i would like my order. Only a robot is answering you, then that the team will follow up and then asking me to rate the costumer experience. No answer from a human. This is bullshit. No one will answer you and it is just ripping you off. I never got my order and they don't even care, just taking my money. Never have i experienced wrose costumer service in my life.

I placed an order for a pullover and used a valid discount code, but my order was cancelled without a clear reason. The explanation given was that the item was out of stock, yet I later checked the website and found 7 pieces available in my size.

This unjustified cancellation, along with the feeling that I was denied the discounted price I was entitled to, makes the shopping experience extremely disappointing and unfair. Inventory synchronization issues may happen, but transparency and fair treatment of customers should be a priority.

I cannot recommend this store if you expect honest customer service and fair treatment.

I’m extremely disappointed with this company. This is already the second time my return has gone missing.

The first time was partly my fault because I lost the shipping receipt. But this time, I used their official return label, followed all the steps, and still — no refund, no response, and both parcels have simply “disappeared.”

What’s worse, the same thing happened to my friend, which makes me believe there’s a serious problem with how returns are handled.

I’ve decided to report this case to the police, because customers deserve transparency and honesty.

Be careful when sending returns — keep all proof and track your parcels!

Non existent customer service. I bought wetsuits, and when I returned them, they didn't refund my money or answered to me. I only received my refund after notifying them on the Klarna payment website. If you don't pay through a payment platform, it's better not to buy because there is noone there. I change it to 3 stars because I have my wetsuit with a little present.

Never again, appalling customer service, in fact none at all, there is no one in customer service. Never again. If you want an item within a few weeks of order, Don’t Purchase, delivery times are non-existent. Never again don’t waste your time you will be truly disappointed. Unless there are significant changes, and Billabong is brought into the 21st century, they’re going out of business. What a real shame. Don’t waste your time or money. Never again. If it ever does arrive, it’s getting returned because, item no longer needed. I’m already back from holidays.

Worst Customer service in the whole EU! By far
Boycott Boardriders for the fall of dc quiksilver and co

Terrible customer service!! Missing an item, sent two emails, no responses and it never arrived! Gutted and still trying to pursue a refund

Poor product quality. No response from customer service.

I am shocked to see all these bad reviews as I had great experience. Initially I was very worried to go ahead with my purchase due to low rating on trustpilot, but I couldn't find even a similar coat anywhere else so decided to risk. Customer service responded within 12hours to my question and the delivery was very quick. Within few days I received my coat which I really love, quality seems to be good so far.

I returned 2 items of which they only refunded 1 item. Customer support doesn't reply at all to my emails. Impossible to reach out to this company. I read that it happens to a lot more people, this is a complete scam...

@Billabong;
Ordernumber: 150233101

I still expect a refund for EUR 19.59 (surf shirt)

Never ordering at your shop again.

Disastrous service!!! Ordered online a month ago, the package came open with half of the items missing and no customer service support and answers at all. Awful service I want my money back …..

Bought some board shorts in a shop in Portugal for €65, they ripped on the seam after a few wears. Something sumilar happend on the seam to a pocket of a Biillabong fleece that was 1 year old. Contacted the company when I was back concerning the shorts and they refused the capacity to help and asked me to contact the independent retailer in the other country about the product they manufactured. The highlighted the could do nothing to help. Absolutely no right to repair for a poor product now useless.

Very bad customer service, made a return that got stuck with the post and Billabong is doing nothing about it, it’s been over a month now and they even stopped answering my emails, now i’m filing an official complaint through my bank

Me and my boyfriend decided to order two different swim shorts from Billabong's portuguese website on August 8th 2022. Both orders arrived within the deadline, but were a bit smaller than expected. So we returned them on September 1st, through the portuguese Mail Service, as instructed on the return label (which didn't match the instructions on the website, which cost us a useless trip to a pick up point... no comments). According to the tracking numbers we got, the items were both returned the very next day.
On September 7th, we contacted Billabong through their website, asking about reimbursements. To our surprise, the automatic email response regarding one order was in Spanish, while the one regarding the other order was in English (?!) Both stated the requests had been received and would be answered by their customer service soon.
Five more days passed before we got two emails, once again, one in English and another one in Spanish. Both said " they were currently experiencing very high contact volumes and consequently their response time could be delayed" and also asked "to not send them multiple messages, as this would slow down their response time." We found this request quite astonishing, to say the very least. However, considering their FAQs regarding returns stated that, after they received the items, it could take up to 10 working days (apart from weekends and french holidays, since the company is based there) + 3 working days (depending on the banks), we waited a bit more. Those deadlines came and went, and still no answer nor reimbursement.
So I decided to check their reviews online (which I hadn't done before, because I thought I was dealing with a reliable brand). Surprise surprise! Terrible reviews and endless cases like ours. So I moved on to learning about my possible next steps.
I looked into their Terms and Conditions and they state that:
"By using the Sites, you and the Company agree that, if there is any controversy, claim, action, or dispute arising out of or related to your use of the Sites, or the breach, enforcement, interpretation, or validity of these Terms of Use or any part of it ("Dispute"), both parties shall first try in good faith to settle such Dispute by providing written notice to the other party describing the facts and circumstances of the Dispute and allowing the receiving party 30 days in which to respond to or settle the Dispute. Notice shall be sent to the Company at:
Na Pali SAS / Boardriders Europe
Attention: Legal Department
162 rue Belharra - 64500 Saint Jean de Luz
Or by email at: legal.emea(at)boardriders.com".
The Terms and Conditions also say:
"You may also address your complaint on the online platform made available by the European Commission at the following address: (TrustPilot doesn't allow links, so I had to edit it out). The European Commission will then transfer the complaint to the relevant national ombudsmen. Following the applicable rules on the mediation, you should have previously addressed the Dispute in writing to Na Pali SAS in order to reach an amicable solution."
Parallel to this search, I also called my credit card company and asked them if they could file a complaint for fraud in my name. They said they could, but my credit card would be blocked during the investigation, which could take up to 4 months.
So, we now had enough information on what were our options moving forward. However, before taking on any of them, I decided to try an old technique that worked quite well back in my days as a personal assistant.
We gathered all the information (dates, numbers, contents and prices of each order; dates and tracking numbers of each return; proof of delivery of both returns; history of emails back and forth) and laid it all out on an email to support(at)billabong.europe.zendesk.com.
The title was "Reimburse me or I will take legal action" and the last paragraph was "It's now been XX days since you received my items, and I'm still waiting for my reimbursement. From your side, nothing but silence. So I decided to check your reviews online, and I'm now suspecting fraud. I demand to be both reimbursed and answered to in the next 7 days, or I will be forwarding this matter to both my lawyers and my bank's credit card fraud department."
Guess what? Less than 2 days later, we got an email saying the refunds had now been submitted, and two days later, we were refunded. The funniest part? Getting another email from them, asking how satisfied we were with their service. I mean... wow.
I hope this extremely long review helps at least some of you to get your money back. I've learned my lesson, and will never again order online before checking the website's reviews, regardless of how famous the brand is.
Good luck and STAY AWAY FROM BILLABONG!

I have sent an order back but to the wrong adress. Customer service was there to help me and get my money back. I can’t say anything bad about Billabong, fast and friendly service!

I have ordered some clothes in july at billabong.fr. Some of them did not suit me so I sent it back, they recieved my package on 30th July and today on 19 August I still did not receive the refund neither confirmation that they received the package. I try to call them everyday but no one answers and noone replies to the e-mails. They stole me 90 Eur. Never ever again!!!!

Bought directly from Billabong UK website on basis it was cheaper (50%) than a surf shop retailer in Cornwall. Wish I had paid full price in the shop!

Waiting for refund having returned order.

Online form on Billabong UK website does not work, no direct contact email or phone number.

Even trying to phone Quicksilver UK customer service number (provided through PayPal dispute process) who own Billabong was pointless. Get past automated messages only for call to be cut off.

In this day and age, for a company still seemingly actively trading and selling products, it is absolutely shocking / criminal that you cannot contact them directly (or via their Socials!)

Scammers! I am waiting over 3 months now for a refund. I am getting no reply at all to all of my contact tries! They scam costumers by selling out of stock clothing items to costumers and do not even contact you at any time or refund you automatically!!! SHOCKED!!!! Please don't trust this company and buy something from them! This is a fraud! I am trying to get my money back for the last 3 months without any luck! horrible costumer service!!!! Do not buy from them!!!

Shocking! I am waiting over 30 days for a refund. NO contact email, NO contact phone number and NO instant chat available. Only way to get in touch with Billabong is through a 'submit a query' on their website platform and after 12 days, no reply!! I have no idea how to resolve my query or get my refund back after returning the items in perfect condition and within the permitted time frame.
NEVER AGAIN will I shop with such a horrid company!!