Roxy UK Arvostelua 

I placed an order with Roxy for a snowboard worth over £220 on 11 January 2025. The item was shipped via Royal Mail, but it was lost in transit, and the tracking has not been updated since.

I have repeatedly emailed Roxy for a resolution but have received no response. When I finally got through on the phone, their customer service refused to issue a refund, claiming they need Royal Mail’s confirmation of the loss. This effectively means that if Royal Mail never confirms the loss, I may never get my money back.

This is completely unacceptable and a breach of consumer rights. Under UK consumer law, specifically the Consumer Rights Act 2015, Roxy is responsible for ensuring the item is delivered to me. Since the order never arrived, I am legally entitled to a refund or a replacement. Additionally, under the Consumer Contracts Regulations 2013, the retailer is responsible for the item until it is received by the customer.

Roxy’s refusal to refund me is a clear violation of UK consumer protection laws, and I will be escalating this case to Trading Standards and the Financial Ombudsman if they do not resolve this immediately.

Avoid this company – terrible customer service and no accountability!

Bunch of liars. We bought online ticket and then the “manager” who I believe was Eritrean or Somalian refused to let us go and made us join the queue. Made us pay £13 for online ticket and didn’t let us jump the queue even though that was said in the description. Furthermore the club itself is overpriced very small and claustrophobic and terrible music

Really wish I had looked on Trustpilot before ordering from Roxy. I placed an order which specified at checkout would be received on Friday 10th January. It's 13th and it still hasn't been dispatched.

I have tried to contact customer service to cancel the order, as it is too late, but they have been IMPOSSIBLE to reach. Finally when they responded, they said that the order couldn't be cancelled because it was 'in progress'. They don't give you any information eg. when it will actually be dispatched. At this point I feel like I've flushed £260 down the toilet and considering disputing the transaction with my bank.

After cancelling both orders - Roxy has only refunded me for 1 tshirt.
What a shocking company. I contacted customer support regarding my £19.80 refund and got sent an automated reply from Alice about my return postage. I didn't return order 12051676 - Roxy cancelled it after 20 days, no explanation. They haven't responded to my last Trustpilot review so I don't expect them to even read this one.
My advice to anyone thinking of purchasing a Roxy clothing item, other retailers like DressInn stock them - costs more in postage - but they are way better than buying direct - which is ridiculous!!!

If I could leave zero star review I would! I’ve been a part of the boardrider group for years but my last 2 orders have been appalling to say the least!

Order 1: System issues “apparently” was marked return to sender and never made it to the UK. Worst customer service response, completely unacceptable.

Order 2: Had to order same items again as was a Christmas present. Still no delivery or update on the App, sent multiple emails no response and have called twice both times cut off after 20 mins of waiting. Don’t believe anyone is answering the phones, as there isn’t even an opening message, just someone will be with you. This is appalling and will be reported to trading standards.

Ordered on Aug 7th and only delivered today (19th October!) dreadful Chinese foreign rubbish

Unbelievably poor service. Wish i had read these before as it sounds like every order is an abomination that gets left unresolved. Literally stealing people's money. Tried every avenue possible with no response, not one real human has replied and it's been weeks. They send the wrong product, then don't refund you or offer any solution whatsoever. DO NOT USE ROXY UK. What a front this 'reputable' brand is putting on, worst customer service I ever had. Take a look at yourselves!

For those waiting for a refund I suggest contacting your payment provider, I contacted mine and funnily a refund was pretty much instant.

I’m waiting for quite a hefty refund, it’s been over 3 weeks and still no news. I have emailed twice… tumbleweed. I won’t be buying from them again.

I wish I had read the reviews!

Absolutely horrific experience, paid over £260 for items for my holiday, it didn’t generate an order confirmation or email (definitely took the money) I contacted them a couple of days after and got an order number and confirmation it has gone through. My holiday was still 2 weeks away so I thought it was plenty of time…. Holiday comes and goes…. Another email to customer services, another automated reply….. another 2 weeks go by so I try to phone… very difficult to find the number... No answer ….. no answer and automated reply to say they were closed and states their opening hours (it was 10am and apparently they open at 9am) tried again in the afternoon… same. Another email to customer services… a few days later no apology just thanks for my patience and that they had an IT error so have refunded me (yet to see it) and I can reorder. No thanks - I will never buy Roxy again! I completed the post satisfaction survey and I will wait to see if they bother to apologise or contact me! Awful!

Ordered a size 7.5 uk trainer and received a size 7. I tried three times and all three times were incorrect! I could not speak to anyone along the way. Online via email where they respond at first saying they will look into it and still nothing back. I'm now awaiting all three refunds, wasting money and time.

Update: 4 weeks later and still no response from customer services via their contact us form or messenger. Sad to see such a good company go dowhill due to lack of staff and no contact number.
Sadly customer service has let them down to the point I won't use the website to buy direct again. After spending £100s without problem in the past I tried to trade in my rewards, code supplied was invalid and after several weeks and various emails and messages I have yet to have a reply that isn't an irrelevant bot answer. Refuse to buy from a company that has no wy to speak to a human.

I bought two items from Roxy, one of which fitted as they had sent me the wrong size. Contacted customer service who said they were passing my issue on to the warehouse. Nothing...sent three emails....nothing...must be the weather! I have now requested a refund rather than what I wanted which was the swim wear in my chosen size. They will not be getting my business again.

Refund process is terrible. Money still not returned almost 1 month later. Standard responses and no customer service investigation. Do not buy from Roxy UK. Incredibly brand damaging for the Australian brand.

DO NOT BUY FROM THIS COMPANY!. One item is missing from my parcel and I can not return the others. I didn't receive any returns label in the package (as it states on their website that you must use the returns label provided). Contacted customer service and received a useless automated reply. No customer service help at all. Telephone connection is only for 15min and then goes dead. I love Roxy products but sadly will never purchase again, not worth all this stress. I would not recommend them to anyone.

Really rubbish don’t use this company, still no refund. They are completely ignoring my emails. I am now going through my credit card company, they have had the clothes back for 4 weeks no reason for no refund. They treat customers like an inconvenience

Nice swimwear, quality stuff but awful refund process.
It takes time to recover your money and contact is not easy, online form only.
This puts you off buying directly with Roxy.

I ordered swim shirts and top over a week ago. The swim shorts arrived but no top. You can't ring or email directly so I had to go online and fill in a form. After 5 days I had had only an automated reply so I wrote again quoting reference number. This time I got another automated reply saying volume high and please don't send multiple emails.
I love the Roxy products but their customer service is really poor. It's a great shame .

i wanted to buy a ROXY rucksack the one i liked best was directly from roxy. going through ordering online ok i feel its best to do the payment part through paypay its very good that they had paypal as a payment option so if anything gose wrong it would be easy to get money back. my roxy order only dispatched shipped out my order when the money cleared my account it took 4 days for both the money to go out and for the bag to dispatch. i did worry about will it arrive but it did royal mail delivered it very quickly. im happy i now have my bag its very good a perfect rucksack. i generally prefer an estimated delivery time like what i get with amazon and ebay. this is my first ever time dealing with roxy directly i will not buy from them directly again. there are aspects of the website to do with communicating contacting them that did not work for me trying to fill out email form on their website did not work and trying to put their email address in my email account to send directly from my email account did not work their phone number dose not work. other parts of the website work ok searching for items that works. for me personally i would not buy clothes, footwair or any wearable items from roxy i would not trust their sizing may not work for me best to get wearable items from shops, sellers, companys you know will work best on sizing and quality etc. out of all roxy stuff i would only buy bags and rucksacks. roxy should make commication better and give an estimated dispatch time and delivery time i aways feel more reasured if i have estimated delivery etc time etc. i am happy i now have my backpack its all i wanted a very good bag. i really like my rucksack backpack bag thing i am keeping my bag its perfect my bag arrived saturday 5th may royal mail successfuly delivered it i can now start using it for all things i use bags for tesco, days out, holidays and work etc i think its very well made think it will last a long time roxy are good with bags but i dont know about any other roxy items as i only buy roxy bags. the rucksack its self is perfect but shame roxy comunication is bad. i give the rucksack bag 5 stars but as a company i rate it lower because comunation dose not work and they did not give estimated dispatch and delivery time they did not make it clear enough that dispatch only happens when money has fully processed cleared gone out etc

i will keep my rucksack it is perfect bag and will last a long time

As with other customers, I have had a shocking experience trying to receive a refund for an item, which was the wrong size. It took numerous emails over several months, leading to me having to write a formal complaint whereby I gave the company 5 business days to issue my refund otherwise I'd take the issue further, before they eventually gave me my money back. Customer Service seem to be purposely not responding efficiently in order to delay refunds. Although I love the Roxy products, sadly I wouldn't ever purchase online again due to this horrendous experience.