GONG Galaxy Reviews 714

A Loyal Customer Feels Dismissed — Service Was Disappointing

We’ve been loyal Gong customers since **2018** (also under our second account, Wild South SUP), buying many SUPs, surfboards, and wingfoil gear — always happy with the performance and happy to recommend your products.

So when one of our wings tore after only **eight uses** — despite always drying and storing it properly — I believed this to be a serious defect. What followed hurt more than the defect itself: the way we were spoken to.

Here’s an excerpt from the last mail from Gong (Cyryl):

> “99% of the cases, hernia happened when wings are packed wet and the bladder sticks to the sheath and does not return to its original position upon inflation. This then creates a twist in the bladder, which bursts under the pressure.”

> “It's not you who needs to tell us what to do.”

That wording felt more than just defensive: it implied I wasn’t telling the truth, that I was somehow mistaken, and that Gong knows best. As someone who has supported your brand for years, that tone felt dismissive and even arrogant. It felt like loyalty and past purchases didn’t matter, that our concerns weren’t valid unless they fit your narrative.

Gong offered a **30% discount** on a replacement bladder — which is better than nothing, but still insufficient given the early failure of the product. They refused to cover the shipping, and stood firm on their conclusions, even though the usage was minimal and care was thorough.

**In summary:**

* ✅ Product quality = generally good
* 🔍 Customer loyalty = serious and real
* 😞 Communication & resolution = deeply disappointing in this case — the tone, the dismissal, and the lack of willingness to take responsibility or show more empathy

I’m sharing this so Gong understands that technical explanations are important — but how you treat long-term customers when things go wrong matters just as much. I hope Gong can do better: more respect, more openness, more genuine recognition when a customer raises concerns.

## Trustpilot Review for Gong

⭐️⭐️⭐️⭐️⭐️

I am very happy with Gong! Their service is outstanding, and whenever there's an issue, they work with you to find a solution. The wait times are reasonable, and I always receive a proper answer from real people—no bots involved. The quality of their products is next-level, and their prices are very competitive. Keep it going, Gong!

Great attention! Helped me with everything I needed

Hi, exeptional customer support and contact with Gong team members. Great quality products. Me experience is one of the best I've ever had with any e-commerce business merchant not only *surfing industry. Im verry happy with the products I received!

very professionals and excellent service... they don't take for granted your safety and experience and help you to get what you really need. excellent quality and finish in all their products.... highly recommended..!

I needed some guidance to choose the correct foil for my experience and sailing style. Gong team responded immediately and helpfully to my questions. Many thanks, Vicente, for your help!

Great products, innovative and high quality. Fast delivery. Helpful sales service.

Quick replies when contacting customer service and a friendly approach!

I had a very good a personal consultation with the Gong team via email to clarify all my open questions (model and size for my experience and weight). We discussed the different pros and cons. Finally they convinced me for one size bigger and after the first day: It is just perfect! 😍 Thank you for the advice and an outstanding board.

Fast response, valid information

Easy and clear buying experience. Quick shipping. Unfortunately DHL charged 69$ when delivering in Canada for a 90.83 Euro Impact Vest and for which Gong charged 39 Euro (express delivery). How come Gong is still outsourcing shipping to DHL??

great gear with great service before you buy, when you buy AND after you have bought, if there are questions and warranty issues! satisfied customer since 3 years! the descriptions on the homepage of Gong are the best within the Wingworld really precise.

Last order was a blast, confirmed and shipped within 24 hours

I had an excellent customer service experience with Gong, Vicente was particularly helpful advising on the right equipment to purchase according to my level of proficiency and buddy characteristics. He also speaks from the knowledge of being a great water sports fun and wing foil lover. Thank you Vicente

I originally faced a frustrating delay because the board I ordered was unexpectedly out of stock. However, once the issue was identified, the customer support team (especially Gaspard) handled the situation very well. Communication was clear, a replacement solution was quickly arranged, and they even provided a voucher as compensation.

The pickup preparation for my shipment was smooth and professional — the best experience I’ve had so far with similar requests.

Overall, while the stock problem was disappointing, I am very satisfied with the way the team resolved it.

The boards , the foils, the lowkites amazing , kwaliteit, prijs top. Customservice great. Amazing company

Great service and advice from Marion in the tech team. I had damaged my foil and she gave me some advice to repair it at home as I could not send it back to the factory for a rebuild.

Good listening, precise answers 👌

A bit of delay with the shipment but when I contacted the team, they were very responsive and helpful.

I love the modular products and the way how you can connect everything and form new sets. The customer service works great, especially when you are about to purchase a set and have some questions if it´s really eaxactly what you need.
Just the shipping out of France takes often loooonger then expected :D
I just bought my 5th sets from Gong so far - Thanks to Anthony :) Keep on going!