SecretSpot.co.uk Arvostelua 

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.

Great service, received my board the next day and the response to a query was very quick. Really good company to buy from.

Don't want to write this as I had a pleasant chat with the guy at the shop after ordering my board but it's been terrible after that!

Ordered and paid for board on Thurs, was told that they were having problems with their couriers that day but would get it picked up and delivered on Sat for me to make up for the inconvenience. Waited in all Sat; no board. Contacted TNT and no Saturday delivery had been booked by Secret Spot, just next working day, so would be here on Monday. Bit annoyed but the surf was coming Monday so as long as it was a prompt delivery I could live with it.

I've waited in all day again today; no delivery, no knock at the door. Contacted TNT at 5.3pm and they said it had been delivered to number 16 in my street but the delivery driver had left no card. I went to number 16 - no surfboard. I rang TNT again and they proceeded to tell me that my board had been delivered to my old address from 3 years ago then left with a neighbour!

I had ordered a board from Secret Spot 3 years ago and they had used my old address despite my new address of years being on all paperwork and supplied to them for delivery. So they have neglected to check the correct delivery address for a £600 board and sent to the completely wrong street! As it stands now I have been let down on delivery twice, I've missed the surf, my £600 board is in a strangers house in a different street because Secret Spot didn't check paperwork and I now have to set off knocking on doors at night to locate it!

Really bad!!

Very happy with advice and purchase from these folks - needed a pair of surf boots and the chap in the shop went straight to one model that fitted my odd shaped feet really well

Not used them online yet (I try and drop in when I am in the area) but their website is good, ideal to see what is likely to be in the shop - and to spot a bargain and then have an excuse to drop in :)