SecretSpot.co.uk Reviews 44

I order boards and goods from this shop and have always found them to be SUPER friendly and helpful. I recently had a warranty isue on some wetsuit boots and they responded and got me a replacement agreed with the manufacturer within 24 hours! The mark of a good business is how they deal with problems and these gys have way exceeded my expectations

I regularly order from Secret Spot. Great range of wetsuits, boots, gloves, accessories and boards. Always fast and excellent service. 🤙

Quick and efficient. Got my board in two days

We wanted to buy a Red Paddleboard 10' 6" and were told, by literally every supplier in the country, that there were no stocks and that it would be next year now. We registered on as many sites as we could to be informed when new stocks arrived. Within a week we were emailed to say stock was available. We ordered the paddleboard Friday afternoon and it arrived Monday morning ... fantastic ... thank you 😊

Everything went smoothly, thanks!

Bought a cskins wetsuit from the secret spot website. Very happy with my new wetsuit and very fast delivery 🚚

I have oredred a number of items with this company over the years and always been extremley happy with not only the level of service but also their knowledge of all things surfing. I am not one for writing reviews but felt the guys at Secret Spot deserved this as they went above and beyond what one could normally expect on this last occasion. I ordered a new wetsuit based on the wetsuit companys size guide, it showed up the next day but was to big, the surf was pumping and was due to for the rest of the week so I was desperate for my new suit, rang the guys and they shipped me the correct size immediately, it arrived the next day and out I paddled, super happy and buzzing on the epic surf. Well done guys, I would love to take you out for a beer sometime!

Bought a wetsuite from Japan and had some special requests and concerns. Secretspot customer service made a terrific job in timely answer all my questions.
Product was shipped immediately after payment and even though corona and brexit made shipping obviously difficult did the wetsuite arrive in Japan roughly ten days later.
Can strongly recommend to buy your stuff at secretspot.

Individual 'old school' customer care!

I’ve shopped with Secret Spot for years. Great service in store and online. Really knowledgeable and helpful staff, as well as great brands in stock.
Highly recommend.

Order some wetsuit mitts from these guys. Great service and swift delivery. Would highly recommend them.

Ordered my first surfboard, the guys helped me throughout the whole process, would definitely recommend!

Ordered an Xcel Infiniti wetsuit. Great customer service from start to finish. Sspot staff had great practical knowledge of the product and helped massively in finding what would work for me. Absolutely spot on. Couldn’t recommend enough.

Outstanding customer service, very knowledgeable, helpful and highly efficient. Will definitely use again in the future and can’t recommend enough. 10/10

Great customer service team!

The team at SS were super responsive at all my questions before ordering a new board, and kept me updated on the delivery process (which was quick and everything was packaged well and safely upon arrival)

Will be back for another order in the future when the quiver needs an update!

Cheers

Great customer service. I am new to surfing so didn't really know where to start but the guys at Secret Spot were really helpful and took the time to ensure that the products I choose would be best suited to what I needed. Would definitely recommend for choice of products and friendly knowledgeable service.

Helpful knowledgable staff, superb quick delivery and another happy Rip Curl wetsuit customer. Have bought almost all my wetsuits from SS over the past 20 years or so, the best knowledge and service in the business.

Phoned up about a dominator 2.0 as was wondering what size would suit me, the guy on the phone was great and explained everything I needed to know about what volume I should be surfing. Ordered the board over the phone and it arrived the next day! Well packed and a great set up, can’t wait to surf it!

Ordered a new FW surfboard from this company. The sale was painless and they were friendly and easy to deal with. The board then turned up and had a defective deck and glass job. It had very small pin holes, weren’t smooth and made me worry about water seeping in. Called the shop and the owner was very re-assuring saying won’t be a problem we’ll sort you out, Firewire are excellent with this stuff, etc, etc. FW were consulted and they acknowledged there could have been a ‘cosmetic’ issue on the glass job but shouldn’t affect the quality. Got offered 10% discount to keep the board and a peace of mind guarantee if anything went wrong. I wasn’t keen on this but went with it having been re-assured by the owner and them obviously not wanting to lose a sale and I actually wanting a board!
1st surf in and the board sustains a sizeable crack on the top of the deck. Bounds of water has got in as I only realised when I saw my board was damp when we had a heatwave for a week. This was on 24/06.
Spoke to the shop again and told I’d get a replacement board and they’d take the current one back. Eventually on 10/07 I was sent a new one.
This second one was far different from the first, the wood colouring on the deck looked like two different pieces of wood had been used and it basically looked like a ‘cut and shut’. Maybe some would prefer the lighter wood look but it certainly wasn’t what I was expecting and in comparison to the first board was a totally different look. The leash plug was also a different colour and referenced a different ‘level’ so not a like for like on the first board. I spoke to a different shop and they confirmed that ‘level 1’ and ‘gold’ were different.
By this point I didn’t want to keep the second one and though it could just be sent back with the original damaged one so packed them both up ready for courier collection to go together.
Boards sent back and the shop refunded me but not in full. I paid out for a new board, a tail pad and paid delivery. I ended up being short changed £50. I lost out on a £38 tail pad because that went back with the defective board and on the £10 delivery. I can understand the delivery element but not refunding me on the product I bought from them on a board that wasn’t fit to be used is downright wrong.
I got in touch via email on multiple occasions to explain my thoughts on this but since then they ignored my emails which has led me to warn others of their service.
I spent over £700 to get a surfboard and as soon as I needed help I had to chase them for everything and to top it off am left without a board and down on money, time spent and wasted time. To finish it off they couldn’t be bothered to explain their rationale for what the amount they refunded me.
My experience with this company has taught me that the true measure of a business’s customer service is not when it’s easy making the sale but when things go wrong and you really need their help.
AVOID.

Would not recommend: Damaged £400 wet-suit and poor customer service.

I bought two wet-suits totalling £800 from secret spot online. One arrived with two tears in it despite the packaging being intact (suggesting that it was posted out faulty. The other suit was too large so I returned both.

I phoned the shop and spoke to a helpful member of staff. I told him my concerns about having to return two suits of this value and that they should be insured in the post as I would be gutted to loose £800 if they went missing. He agreed and said his boss would likely split the cost of the return postage with me as they had sent out a faulty suit.

I returned the goods with the parcel service that they suggested and sent a copy of the postage receipt but then the manager refused to split the cost of the return postage with me, offering only £5.95 when the cost of returning just the faulty suit was over £22, stating insuring the wet-suits is 'just not needed'. I let them know my concerns about the poor customer service and their expectation for customers to risk losing out if the package went missing but my email was ignored and they neglected to reimburse any of the return cost.