J'ai acheté des bottes après-ski Roxy, séduite par les caractéristiques annoncées sur le site: imperméabilité, isolation jusqu'à -40°C, et une conception robuste adaptée aux conditions hivernales. Malheureusement, dès les premières semaines d'utilisation normale (balades sur sol sec, herbe humide et goudron), les bottes ont perdu leur imperméabilité, et la semelle a commencé à se décoller. J'ai signalé ces problèmes au service client avec des photos à l'appui, mais ma demande de remplacement ou de remboursement a été rejetée. Leur argument: il s'agirait d'une "négligence" de ma part, alors que j'ai suivi un usage tout à fait normal et conforme aux conditions d'utilisation du produit. Les bottes n'ont même pas tenu deux mois, et elles sont inutilisables avant même le début de la saison hivernale. C'est inadmissible pour un produit censé être de qualité et conçu pour la neige. Je suis extrêmement déçue par le manque de considération et l'absence de solution proposée par Roxy. Si vous recherchez des bottes fiables pour l'hiver, je vous recommande de passer votre chemin. Products used:Shoes Service Value Shipping Returns Quality Date of experience: December 19, 2024HORRIBLE customer service. I made an online order yesterday. When I submitted it another address appeared for delivery (in the past I sent something to this address which is a hotel). I immediately wrote to customer service and today I called. They cannot cancel the order or change the delivery address. It's ashaming that a big company responds this way... the order was not even processed when I claimed. The cc that I paid with have my address so they can see that I'm the same person paying and asking for a correction. Service Value Shipping Returns Date of experience: August 7, 2024I have had a very disappointing experience with Roxy. I bought a pair of pants at the Roxy store in Honolulu and returned to my home in Santa Barbara, CA later that day. I don't like the quality or fit of the pants so decided to return them. I first tried to call the store but there is an invalid phone number on the receipt. I then called Roxy custumer service but they were closed. I then called again during "normal business hours" and was told they were unable to help me and I would have to contact the store. They gave my a different phone number for the store which also turned out to be an invalid number. I called customer service back and explained the issue to the support representative Jose who told me that he would have a supervisor call me within 24 hours (and was extremely rude and dismissive). I told him that I would prefer to speak to someone at that moment and that I could hold (I am hard to reach by phone due to my busy work schedule). He begrudgingly found a supervisor to speak with me. This supervisor (also named Jose) was equally rude and dismissive and told me that there was nothing that could be done if I can't reach the store. After I left a bad review, Jose called me back with the phone number for the store. I was finally able to get through to the store and did not have any better experience with them. I spoke to the store manager who attempted to process the return but then when her system did not work told me that she was unable to help. I asked for her name and she initially refused to give it to me, but finally did. She also would not give me the name and phone number of the general manager. I gave her my phone number and asked her to have him call me. I am not holding my breath. I am completely blown away by the horrible customer service and complete incompetence I have experienced while trying to process the simple return of a pair of pants that have never been worn, were purchased (now) 7 days ago, have tags on, and that I have a receipt for. The receipt clearly states that these are eligible for return for up to 14 days after purchase. I have now been working on this return for 5 of those 14 days. This should not be this difficult! Products used:Pants. Service Value Returns Quality Date of experience: August 19, 2024They did not honor the 20% discount for 1st time purchase. Nor would customer service adjust the charge. Just an email run around constantly asking for screen shots I already sent them. Will not do business with them again. Date of experience: May 16, 2023Spent about 12 hours of my time talking with customer service. One lady was very rude and even hung up on me. Nobody is on the same page. I looked forward to getting a dress that I had my eye on for months to 3 weeks later find out it was out of stock. This was my first experience shopping with Roxy and I do not think I will be back. Service Value Shipping Returns Quality Date of experience: May 5, 2021After working all summer to earn money to purchase her first Roxy Wetsuit my daughter received the wrong wetsuit. After letting their customer service know they didn't send her the right one but asked her to wait up to 20 days to receive refund and asked her to reorder the correct suit. Unfortunately, my daughter's school surf team already started the season so she will have to purchase from another brand in person due to Roxy's lack of competency and customer service. We will never order anything from Roxy again. Tip for consumers:Be prepared for receiving wrong orders and then having to reorder correct items. Products used:Wetsuit Service Value Shipping Returns Quality Date of experience: September 25, 2022... no answer from the phone all of the emails bounce back as undeliverable. Not sure they are still trading. I returned a product and have never been refunded even though I know they have received it... there is no way of contacting them! Service Value Shipping Returns Quality Date of experience: January 28, 2021Ordered only 3 items. First, was sent 6 items that weren't mine. Used their return label to send back. Had to reorder my items according to Roxy c. S. agent. Yet, I received duplicate orders of the 3 items I ordered & charged for both. Returned 1 of them again, using Roxy's return label. Darned if they're not making ME pay for their incompetence! EDGAR TAPIA at ROXY tells me the return label policy can't be modified. My shopping sites certainly can be modified, and will be! NO MORE ROXY! Tip for consumers:DO NOT USE THEIR RETURN LABEL Products used:Hoodie, blouse Service Value Shipping Returns Quality Date of experience: May 19, 2022Don't really understand why Roxy even have customer service. For some reason the site didn't log my unit number, so I contacted customer service so they could just add in my apartment unit number. For some reason their "customer service" cannot edit an order. What the heck is the point of you if you can't help people with issues like that? Very disappointed, won't cancel my order, so I literally have to wait unit it's been attempted for deliver 3 times, and then sent back to the Roxy wearhouse and then I get a refund. I JUST WANT MY ORDER! So ridiculous, won't be making a purchase from Roxy every again. Date of experience: July 17, 2023Tried to order some luggage 4 days ago. My oder wouldnt complete however Roxy took payment from me three times. I have emailed them 3 times since to try and solve the problem as it was alot of money they taken and ive yet to hear from anyone from their team. Outraged by their service and feel like this money has been stolen from me. Service Value Shipping Returns Quality Date of experience: February 6, 2021I ordered a bathing suit bottom from Roxy.com and it was too small. Returned it back to get a bigger size. Was not refunded the shipping fees even though I joined the loyalty account. This customer rep Xavier Eduardo Verdugo was not very friendly and was unwilling to refund my shipping charges. Very disappointed with the customer service! Date of experience: June 24, 2023They have the worst customer service. A few years ago, I signed up to their newsletter for the 30% new customer discount, NEVER received the discount so I reached out to them and they said they couldnt do anything. Today, I decided to give them another chance and placed a new order, unfortunately, I had the wrong shipping address but as soon as I placed it I tried to find a way to change it but they don't give you an option (WHAT?!) even though the order had just been placed. I reached out to support and just like the first time, all I get is a "we can't", and they don't even want to give me the option to cancel even though I explained I will not be receving my order since it's going somewhere else. Today, the order shipped and I received NO RESPONSE from them (yep! They stopped replying). In addition to that, their responses are not even friendly or nice. They basically tell you "we are not doing anything to help you and you need to settle with that". HORRIBLE. Lesson learned. Products used:Swimwear Service Value Shipping Quality Date of experience: October 18, 2022Do not shop at Roxy. They need to greatly improve their return policy and maybe more of us would be loyal customers. Their customer service is absolutely horrible. One particular guy in customer service was so RUDE despite me being polite & lighthearted about a horrible dress that was ordered. AVOID Roxy.com. You're going to be sorry if u need to return something. They make you pay for it. They should learn from other online retailers, like Amazing Amazon.com. Date of experience: May 19, 2019Absolutely horrible customer service my items were placed on February 10 still Haven't received it and it is April 9. Contacted customer service three times last time I contacted them was March 31 and still no response from company. I am really surprised that such a big company has very poor customer service and management. Will not do any kind of business with their clothing in the future Date of experience: April 7, 2019Ordering from Roxy - think haunted house. I ordered a wetsuit from Roxy back in June and it has never been delivered. I made the purchase via Borderfree, Inc. (directly through the official Roxy website) and the amount of money I paid on top of the actual item price is considerable. Their customer service is truly appalling - they have simply never replied to any of my emails! I have also contacted them on social media with no reply. Never ever I am buying anything from Roxy again. Date of experience: September 10, 2020I tried to order a bathing suit for my grand daughter. Would not let me do so until I agreed give them permission to add to their mailing list! And if you did so, then want to opt out of future contact from them, you have to fill out a form. What a hassle. I agree with these other customers... take your business elsewhere. When I called to speak to this persons supervisor, they can only respond on weekends! So my grand daughter will not be getting this! Date of experience: May 4, 2020Absolutely horrible customer service, shows several locations when looking for nearby locations for a return but none of the "locations" will take the items back. Tried calling customer service on several occasions for more information and no pickup. Emailed issue to customer service, received a copy and paste response from their website. Would not have placed order if had known they would not take back in any of their "locations" and definitely think twice before shopping with them! Date of experience: May 28, 2019Ordered a jacket that took my credit card and said cart was empty try again. But they charged my cc 150 dollars. Dont know if i have a order because 1) no order number 2) they dont answer email 3) they dont answer phone! Can this be real? Is this roxy.com a scam? Date of experience: November 19, 2019Just another rip-off company trying to give you something free for a year and then charging you a subscription at the end of it also ******* karaoke songs is absolutely nothing at all out of 35 million songs what a con Date of experience: December 1, 2019Used to LOVE LOVE Roxy. Now they make tiny wetsuits and label them something else. My size "10T" barely fit my tiny friend who wears a size 4! I have pics (See below - she is 5'5"). RIDICULOUS. Also happened to my friend who normally fits their size 16 and she couldn't put her leg in her new suit. They don't accept emails apparently as their site goes around and around when you try to ask about problems. And in the past I have only gotten a very canned response that didn't even address the issue I asked about. AVOID ROXY AND TELL YOUR FRIENDS TO AVOID ROXY. UGH.. Date of experience: October 7, 2020I never got my item, I am still waiting to hear back about my refund. I haven't even had a response to my 3 email forms I filled out on their site. The instant chat feature does not work and the phone lines tell you they are busy and to call back. A complete joke! Date of experience: April 22, 2019I called and had an inquiry about my order, however, the customer representative just now ending my phone call@ 635pm was so unprofessional, rude and lacked everything about what customer service is about. Needless to say it's the last time I ever make business with Roxy.com or recommend this to anyone. Don't shop here, it's a waste of money and time after all. Date of experience: March 13, 2019Cheap junk that they market at standard quality. Bought a 35 dollar pair of flip flops and they literally fell apart in less than a month. They were only worn occasionally at night and on the weekends. Customer service wanted a receipt - who keeps a receipt for a $30 pair of flip flops that you will wear 1 season - if only they would have lasted 31 days... Junk! Junk! Junk! Date of experience: July 14, 2018Recommend not to buy anything online from Roxy. The return service is terrible. I ordered some shoe and clothes on line. The website said it can be returned in retail store. When I received the goods I found none of them fit so I went to a store listed on Roxy website. When I got there the people in the store told me they are third party store not responsible for Roxy return. I called Roxy customer service and I was told there is no retail store in my area even though there is store list on their website ( San Francisco area). I have to go to post office to ship them back on my own expense. It cost me money and time for two trip by Uber to retail store and post office to return them. It is misleading that Roxy website says return can be done at retails store while retails stores are third party stores not responsible for return. Recommend not to buy anything on line unless you know you will not return their products for sure. Date of experience: June 23, 2018I ordered something about 1.5 weeks ago and it came today. Perfect quality, exactly what I thought I would get. Idk why ppl are being so negative lmao Date of experience: June 17, 2020