XTERRA WETSUITS Reviews 37

I would give a no star if that is possible. I am now reading all these posts and realize their customer support team is treating everyone the same. I am not going to buy another Xterra wetsuit and will tell everyone in my swimgroups about my experience.

I bought a pair of Lava booties and they cost $20 including shipping. I wear size 11 shoes and bought size large, which they say will cover size 11 to 13.
I could not even get them on my foot.
I was going to return them and found out about their return policy.
I'd have to ship them at my cost, about $5 and pay a $10 RESTOCKING charge! So I paid $20 and I'd get a refund of $5! And to get that, I'd have to get a return authorization, pack them up, and go to the post office to mail them. That would probably take me at least an hour of my time. And my time is worth more than $5 an hour to me.
So I may as well throw them away
And if I wanted to try a different size, I can pay another $20 and go through it again.
Instead, I'll try another COMPANY.
They should be ashamed of themselves.
They should stand behind their products and SIZING.

The only reason I'm giving 2 stars instead of 1 is because the first time I ordered a wetsuit from Xterra two years ago, everything was fine. My second experience could not have been more different.
Xterra needs to use a different shipping company, and also add a field to the checkout process for special delivery instructions. I had never heard of OnTrac before, but that's who they're using. I often have purchases shipped to my workplace so they are not sitting on my doorstep unattended for hours. This order happened to arrive on the weekend. Normally not a problem as any other shipping company usually leaves a note saying they will try again the next day. That does not seem to be OnTrac's policy. They left my order outside the building door, which of course is locked on the weekend. Our office is downtown, so leaving it outside the building door means leaving it directly on the sidewalk with dozens and dozens of people walking by every hour. Even without the local knowledge that our office is just two blocks from where many people experiencing homelessness gather, common sense would tell you to not leave a delivery outside a closed business like that. Surprise, surprise, my package was long gone before I even realized it had arrived.
Attempts to contact both Xterra's and OnTrac's customer service went nowhere. You cannot reach Xterra any way except email (even the phone number only gives you recordings telling you to email), and you don't even receive an automatic reply telling you when you can expect a real response. When both those approaches went nowhere, I attempted to recover my money by launching a dispute with the credit card company. Even that went nowhere in the end.
If you're going to order from Xterra, you better be confident that you will be present when your package is delivered or that there is a very low chance that it will be stolen if left unattended. If that is the case, you'll probably be safe. But if something goes wrong...good luck, don't expect any sort of help from this company.

Beware Xterrra Wetsuits - Purchased a wetsuit and returned it after one look at how tiny it was through their form and very specific process. Then they ghosted me and I had to go through my credit card company to dispute the charge, which will result in me getting a hit on my credit rating. VERY disappointing. Avoid at all costs. Very unreputable and unethical company.

The company is just a joke. Their value and mission is bringing the best swimming apparel to athletes with the best customer service.

Their customer service never reply back and when they do, they reply almost anything to gain some time.

I return a suit that was tried only once, in perfect condition, and had to send 3 emails throughout a month period to receive a reply telling me the suit had a tear and they wouldn’t refund.

What kind of serious company treats their customer like this? A customer has to be on top of a company to receive some bad news? Never got a photo from my tested suit, just a warning that I wouldn’t see my $250 back.

Be careful when you order at xterraeurope.com
It's not European at all, just a landing page for European customers.
While they show product prices in Euro, there's no mentioning that this are the net prices. They advertise free shipping to Europe, but don't mention that they send it with a import code where you do not only pay VAT but also 12% import tax. And they let you pay as customer the FedEx import fee.
So I ended paying 179€ for the wetsuit and 75€ to FedEx.

In essence, it's still a US only business, nothing European beyond their URL. Don't Liz yourself get tricked by their European domain. You will pay way more than you think.

Absolutely NO customer service. The phone number they provide sends you to voicemail stating to "email" them @ info at xterrawetsuits.com and I have sent three emails over a 2 week period with NO reply. I never received my order I paid for and cannot contact them. What a scam.

I wish I read this before purchasing? Terrible experience! The most terrible customer service I have seen!
Weven after paying for fast shipping I am still without the product days before my race!
Also pay attention to their return policy because its missleading! You can exchange but you have to ONCE AGAIN, pay to ship it.

Terrible, terrible, terrible customer service. I wish I would have read these reviews before I purchased the suit. Terrible.

After I had already placed an order for 2 wetsuits, I read online that Xterra's return policy is a scam: they claim that a flawless wetsuit (something you only try on in your own living room) is damaged and refuse to give you a refund. Surely enough, when I returned one of the wetsuits (in mint condition and perfectly and neatly packaged, expecting that they might try to scam me too), they came back saying the wetsuit was damaged and would not refund my purchase.

They of course never replied to my request to send pictures of the "damaged" wetsuit. And they were not interested in my pictures of the perfectly packaged wetsuit.

Finally I got my money back after disputing this fraudulent charge with my credit card company.

Avoid these scammers at all costs. Do not reward this kind of behavior.

Loved it! amazing experience.
Sara from Xterra was a total star, thanks!
She helped me with all my inquiries, plus, gave me a prompt response to my emails, and even guided me on how to ship my wetsuit from USA to Spain (Barcelona).

I received my brand new wetsuit today and it looks AMAZING! Can't wait to jump in the sea this weekend :)

Now, I'm following the 1st time use instructions, and then lets see how long it last, and so on, but by now it looks and feels like it's gonna last forever!

Not giving 5 stars, as 2 weeks ago when buying it, I was not given the option to ship directly to the EU and last week I received an email "Now we ship to EU", lol.

Thanks again

I do not know how these people got my email address, but they have been spamming me for years. Their unsubscribe links do not work, and they have ignored my messages to customer service about it (I have contacted them several times to be removed from their marketing emails which come from their domain). Unethical company.

Terrible experience. Customer service is non existent. Phone lines are automated and say to email them. Was told to order a new wetsuit and to ship an old one back for refund but refund wouldn’t be allowed upon reading the fine print. Requested cancelation four days prior to them shipping after learning this and they ignored my attempts to contact them. Stuck with two suits now. I have a ten year old Ironman wetsuit that’s in better shape than the Xterra suit. The price is appealing but I urge you to reconsider and get another brand. Not worth 50 bucks in my opinion.

probably the worst customer service ever. No one to talk too and they don't return emails. I returned two wetsuits one still in the package. They do not have a system that tracks or responds to your emails. It's been over 6 weeks and I'm forced to deal with Paypal in trying to get a refund.

I returned a pair of $97 Lava shorts, in brand new condition, unworn and with the tags still on the shorts. I never wore them even once. I followed XTERRA’s instructions for shipping the shorts back, and paid for shipping myself. I even filled out the form that was required by XTERRA. Nevertheless, XTERRA refused to refund my money. I spent several hours going back-and-forth with them in emails and even disputed the charge with my credit card company.

At first, the customer service rep denied that they ever received the shorts. I then searched for and produced the UPS shipping label to prove to them that they had received the shorts. EXTERRA then refused to provide a refund or to return the shorts to me. So essentially XTERRA got a windfall. It kept the shorts that I sent back in brand new condition - which means that it can resell them as new - and it also kept my money.