Ann's Cottage Reviews 23,147

Just wanted to say thank you to Claire & Beth at Ann’s Cottage Polzeath, super helpful, patient and kind even on such a busy day. Sign up to the rewards people!

Bought a hyper freak wetsuit.
Staff really helpful and knowledgeable.
Best wetsuit for flexibility and warmth would recommend.

Great price on rashvest and gloves. Delivered quickly.

Dear Anns Cottage,

Please let me preface this with an acknowledgement of my previous interactions at both Ann’s Cottage warehouses in St Columb. I have lived in Newquay all my life and must have spent thousands of pounds on wetsuits, clothes, and other surf hardware from your stores. Until today, every interaction has been incredibly positive, with staff offering excellent advice, and serving with a smile!

However, today when visiting I had the worst interaction I have ever had with a member of staff working in retail or other public facing roles.

After receiving some great help when trying items on and being allowed to try on far greater than the 6 item limit I took over £100 worth of t shirts to the till. Perhaps cheekily, I tried my luck at asking if it was possible for a block of surf wax to be thrown in - after all I had just spend over £130. This is something that has been done in the past, and it is this level of service I have appreciated so much. On this occasion, I was told no from which I duly moved on.

I finished my transaction and upon finishing paying, the assistant at the till walked away leaving my T-shirts on the counter. I politely called after him and asked if it was possible to have a bag (it was raining outside and I didn't want my new purchases to get wet). It was here the interaction soured. I was told that I couldn’t have a bag unless I bought a reusable bag for £3.50, even though I could see plastic bags behind the till. I said I didn’t want to do that to which I was rudely told then I couldn’t have one. From this point on, I was lectured about the environmental impact of plastic bags (I have a 1st class degree relating to environmental sustainability - so am fairly well versed in this), and was ultimately told that it was not their job to give me a bag and that if I wanted one I needed to ask for one. This was done with a tone meant to make me feel inferior and stupid. Perhaps I am being naive in thinking that purchasing £130 worth of clothes does not warrant being asked for a bag when it is raining outside.

During this interaction, I felt that the way I was spoken to was humiliating, and rude. I politely told the assistant that I would be making a complaint and asked if I could have his name to attribute to it. I was met with a defensive reaction saying he did not need to provide me with it. I told him that was okay, and that I would be making a complaint anyway. As I walked away, I thought I heard him mutter something under his breath, although I could be mistaken.

Either way, I did not leave the store feeling content and happy with my purchase, but instead upset and angry at the way I had been spoken to by a member of staff at a store I have previously raved about. I do not wish for the member of staff to be told off, however, I do hope a constructive conversation can be had which offers the support needed to help one of your staff members to interact with others with kindness and compassion, rather than a sharp and hurtful tone made to inflict humiliation upon customers.

As I said, I do not know the member of staffs name as he refused to give it to me and he was not wearing a name badge/lanyard. However, my transaction occurred at 12:07 on 19/10/2025. The staff member was tall, with a small silver hooped earring in his ear.

Ordered a pair of trainers, that arrived faulty. Sent them back and got refunded the wrong money. They forgot to send another pair out, so had to place another order. When this arrived it was the exact same pair that I had sent back, that was faulty. Absolute joke. They now don't have my size after 2 weeks as they've sold out. Used them for at least 10 years, but seriously gone down hill in last few years.

Don’t park in Ann’s cottage car park in Polzeath! The company employed to run it are crooks and scammers. My daughter wanted to get a new wetsuit , so visited the shop at polzeath, the car park was busy so took a few minutes to find a space, then paid for 3 hours parking £5.80. Two weeks later she got a parking fine demanding £100 or £60 if aid in 14 days because she entered the car park 8mins before she bought at ticket, so over stayed.
Ann’s Cottage don’t give a toss even though she spent £240 in their shop. Do yourself a favour park in the council car park on the beach. And don’t give your money to Ann’s cottage or Allince Parking the are absolute crooks and con artists!

Feeling really disappointed atm, I’ve been buying from Ann’s Cottage for a number of yrs in stores and have always found their customer service to be great but……I ordered an anklet online yesterday and paid straight away (inc del) yet this morning I had an email to say that my payment had been refunded. No explanation whatsoever as to why, absolutely nothing.
Their AI email reply just stated that if an order can’t be fulfilled then a refund is processed…….Im actually wanting to know WHY though, especially when it’s still being sold online with a countdown timer for ordering to get ‘same day despatch’.
Really not happy with the lack of info and now I could have to wait for 10 days for the refund.

Torq 6'6. Great board going from beginner to intermediate.

It started when I decided to create an account and it seems that it is not possible - no emails are received and I cannot log in with the given credentials. Later on, noticed that the website was showing 3 different prices for one wetsuit that I wanted to buy. I asked support to clarify if the price I saw in the shopping cart was actually correct and received a generic answer in broken English (Google Translate would do a better job). Decided to give them a couple of days but in the meanwhile, the size for my wetsuit got surprisingly fully sold out, so I left with nothing but frustration. Yes, it is still on me, that I waited some time but the customer experience and service are near zero as well as the functionality of the website with no account login and confusing prices.

Very disappointing. Purchased an expensive jacket for my daughter only to find out the one provided was an ex-sale item that had been reduced to £18. The price we paid on the price tag had been crossed through with red pen and the new price written on. We feel completely ripped off.

Excellent, friendly and professional customer service. Bought some trainers which were excellent value and sent quickly and efficiently.

Ann's cottage own the car park in polzeath and regularly scam people through charging people £100 in fines. The car park machines are faulty, the car parking app doesn't work, therefore when you try and leave the car park as you are unable to park the cameras record you then fine you a £100 in the post. They refuse all appeals, then you are told to pay the full amount of £170. All so you can park next to a surf shop to buy some shorts. Ann's cottage are well aware of this and turn a blind eye to Alliance parking's scam.

It was my first time ordering from Ann’s Cottage and their customer service is excellent. There were a couple of issues with my order and they were both dealt with super efficiently and friendly. Thanks to Daisy and Grace in customer service. You can definitely order from here with confidence .

My wife brought our daughter a Billabong wetsuit at the start of the summer which has been used once a week for surf lifesaving club sessions. The wetsuit has not held up at all, the black circles came away within a few weeks, the inner lining has come away from the neoprene along with a split seam at one of the ankles. After contacting Anns Cottage customer services we have been told that this is due to our misuse. As keen surfers we have been though a number of wetsuits over the years and I've never known a supposedly top brand to perform so sockingly bad, We've got kids Iglo suits that are 5 years old that had been passed down to three children as they grew that are still in good working order, we've also had C-Skins, Alder, Srface, O'Neil and they are all perfectly fine as we always rinse them out after each use. Will never use Ann's Cottage or Billabong again.

I’ve been using Ann’s cottage online to buy clothes for a very long time and was pretty happy to visit the store in Bude. However, after going to the store I will now black list Ann’s cottage; the staff made us feel very unwelcome, they followed us around the store like we were up to no good, the vibe was NOT what I would expect of a surf shop or any shop. If I was the manager/owner I would be reading the reviews as a lot of the negative ones are about the staff here. Overall my customer experience was crap, staff were rude and menacing. I will not be shopping here again.

After making an error when ordering a bag . The staff at annes cottage in particular Grace were only too happy to resolve the problem. The communication was second to none and the overall customer service was the best I've ever experienced. Will definitely use this retailer again .

amazing customer service, item was slightly damaged when it arrived and I was able to exchange it quickly and easily, thanks

Great items, as described and arrived quickly.

Great service as always and love the range of products that Ann’s stock.. would recommend this shop to anyone 🤙