★★★★★
based on 4933 reviews published
Latest negative customer reviews
Not offering free returns in 2025 is unacceptable
Thank you for sharing your opinion. We completely understand your point of view, but we want to explain that offering free returns is not economically viable for us, especially in the surf sector, where products are bulky and logistics costs are very high.
Nevertheless, we have designed a very flexible return policy that we believe meets our customers' needs:
- 100 days to return any product.
- Full refund of the amount paid within the first 14 days from the receipt of the order.
Our goal is always for you to be satisfied with your purchase, and for that reason, we try to find a balance between sustainability, economic viability, and customer service.
Thank you again for your comment, it helps us to keep improving.
Best regards,
The Mundo-Surf team
I have completed the return process of a product as specified on the page and I have not received a response.
Thank you for your message. Don't worry, there is no problem with your return. You just need to send us the product to our warehouse, as indicated in our return policy, and we will proceed with the refund as soon as we receive it.
If you have any questions, feel free to write to us at [email protected] and we will be happy to help you.
Best regards,
Sebas from Mundo Surf
Fatal experience. I was given incorrect information and had to pay more than necessary due to their poor shipping instructions. The shipping details were poorly explained, which cost me an entirely unnecessary extra charge.
I ordered 5 paraffin tablets, only 4 arrived, I complained by phone and they sent me an email saying that they had sent everything, I replied to the email saying that I only received 4 and they haven't responded to me again, it's unfortunate that you would lose a customer over 1 paraffin tablet and I will obviously recommend to my friends that they don't buy anything from you.
Mundo Surf stopped replying to me for several days after requesting a new product with different size. On top of that, they lied that they would send me a new product with the correct size, but after I returned the product (paying from my own pocket) they just refunded me and didn't give a single fuck.
We had processed the exchange for your wetsuit and maintained constant contact via WhatsApp.
We informed you that a note needed to be included in the return for us to proceed with the size exchange. Since there was no note, my colleague processed the refund instead.
But no problem, you can place a new order with the correct size whenever you like :).
We hope everything is now resolved.
Best regards,
Ignacio from Customer Service.
Late delivery and payment problems
The payment problem is due to the fact that you applied two discount codes when only one was accepted. In this case, you had to make an additional payment, so we had to wait to receive your payment. Once the shipment was made, delivery took place on the date scheduled by the carrier.
Yours faithfully
We hope that everything is now resolved.
Ignacio from customer service.
I wanted to return two shirts and it's at my own expense. I will never order anything here again.
We hope this has been clarified. You can check it in the general conditions of our online store.
Best regards. Ignacio from customer service.
I received my order in pitiful condition, dirty with marks that for some did not go away even with your suggestion to clean with alcohol. Of the two pairs of flippers, one had marks that didn't show up well on the photo sent and you felt that it wasn't damaged enough to be compensated. I was unable to make an exchange, fortunately this gift is intended for children, who may be less sensitive, but I had a hard time making them presentable. This is my first experience, but it will be my last with your site.
We apologize for the dirtiness of the fins.
As we discussed on WhatsApp, we offered you the option of returning them and exchanging them for others, or offering you a discount on the product.
You preferred the discount, and that's what we applied.
We hope that everything is now settled.
Sincerely, Ignacio from customer service.
I placed the order on November 25th to be delivered on the 27th and on December 16th I still don't have the package or a solution.
Having already sent and received a replacement of your order.
We hope it has been solved.
Best regards. Ignacio from customer service.
I paid for a guaranteed ticket and it arrived a day late, making my order useless....
But we hope that everything was correct.
Very bad shipping!
We notified GLS to arrange the correct delivery, but they were unable to deliver the package because they could not find you at the address.
Your order has been returned to us and we have already processed the full refund.
We apologize for the inconvenience and hope to see you again soon.
Ignacio, customer service.
The store well, pay 3 times the value to the collection company? Piece of thieves
The payment method selected in your order is "surf first and pay later". This is a payment method where payment is made 7 days after placing the order.
Sequra sent you an email notification to process the payment on the due date but you did not make it. So by not making the payment, Sequra adds a commission for non-payment.
Also please note that this does not depend on us but Sequra is in charge of processing the collections.
We hope you understand this. Best regards and we are at your disposal.
I am still waiting for my order...
We apologize for the delay in the delivery of your order. There have been several label problems that Correos has been managing while passing from one agency to another, so they did not know where your package was.
After several days of complaining, it was found and delivered to you on September 25th.
We hope you enjoy it!
Best regards. Ignacio from customer service.
I have not received anything. My order has been returned. What can I do? I have not received my money back
We have sent it again and they have confirmed that this time it has been picked up.
We hope everything is ok.
Best regards, Ignacio.
My order still hasn't arrived. I want my money back.
If you have any questions, we will be happy to help you. Thank you very much.
I received the wrong order
We hope that the one we sent in exchange will be better!
Best regards. Ignacio from customer service.
Service disaster, erroneous shipment by picking (change of size on a Body Board), and inability to diligently manage the resolution of the incident (which in fact has not yet been resolved).
We ordered the pickup with the transport, which made it as soon as possible due to the workload they have at this time.
Your bodyboard has been received in our warehouse and your money has been refunded to your account.
We hope to see you soon again with us and we assure you that the experience will be much better. Dare to try 🙂
Best regards.
Ignacio from customer service.
There was no charger and booklet in the box !!!!!!! What do I do now???
Everything is inside.
Cordialmente, Ignacio.
The parcel arrived damaged, the tail of the board is bent and I'm still waiting for a return to solve my problem!
We hope all is well. We hope to see you soon.
Ignacio, customer service.
Ocorreu algum erro no sistema e meu pedido veio completamente errado
Best regards,
Ignacio from Customer Support.
The home delivery service sucked, it took me 2 days longer than expected, it was supposed to arrive on January 10th and it arrived on January 12th and the grip was scratched.
Apparently the tracking details that they had breakage in the delivery van but it is not an excuse.
For your next order it will be on time, you'll see! 🙂
Best regards.
Ignacio from customer service.
I did not receive the order.
Best regards.
Ignacio, Customer Service.
After I made the purchase they canceled my order, no one deserves
Ignacio, Customer Service.
I DO NOT RECOMMEND IT TO ANYONE. If you receive the product well at first ... ok. But if it doesn't meet your expectations and you decide to return it EVERYTHING IS INCONVENIENT, from start to finish. Everything is designed so that you don't send the package back. Very bad customer feedback . I am NEVER AGAIN getting expensive for the crappy neoprene they sold me. Shipping costs to a company that they recommend themselves where they don't even have a phone number or customer mail, in my case everything has been problems and as a result the package is arriving back to me. That means that if I want to return it I have to send it again paying double the cost. I will have to sell it on Wallapop and lose even more money. With how simple it would be for them to make a collection request to their parcel service and make the relevant surcharge on the return. Simple, fast and practical just like when you issue the sale. But you can already see from the beginning the roguery of non-collaboration when the customer wants an exchange. Thank goodness I didn't buy a replacement before returning the product! You are also a customer, maybe you should think a little bit about the crappy company policy you do.
We take care of shipping to our customers down to the last detail, but returns are the responsibility of the customer. When you contacted us by phone, we pointed out this information and offered you the possibility to try to contact the courier company. However, we emphasized that it was up to you to handle any claims for possible losses or delays in shipment. Throughout the whole process, we have been at your disposal and have tried to cooperate to the best of our ability. Unfortunately, we have not been able to establish contact with the courier company, so the information you mention is not accurate.
We would like to clarify that our return policy does not present any obstacles, as it is transparently detailed on our website. All our customers handle returns without problems using the company we recommend, as well as other alternatives.
We hope you are able to resolve your issue and that we receive your return for immediate handling. In any case, we remain at your disposal to help you with whatever you need.
Ignacio from customer service.
All okkk
They have a lot of room for improvement in this aspect compared to the competition and other online stores in different sectors.
Nous sommes désolés d'apprendre que vous n'avez pas été satisfait de notre service après-vente. Comme nous vous l'avons dit, nous imprimons nous-mêmes les étiquettes en résine, afin de pouvoir inscrire l'emballage et la date de péremption sur chaque lot que nous emballons. Nous utilisons une imprimante laser de bureau, et certaines d'entre elles peuvent présenter des taches ou ne pas être de bonne qualité d'impression. Mais nous considérons que ce n'est pas une raison pour changer de boîte de résine.
Nous prenons le plus grand soin de notre résine, en communiquant sur la date d'emballage, en la stockant dans des armoires spécifiques (chaque armoire coûte 2500€), et en utilisant des emballages de qualité. Nous sommes désolés que vous n'ayez pas apprécié ces aspects,
Nous vous prions d'agréer, Madame, Monsieur, l'expression de nos salutations distinguées,
Sébastien
Difficult to return for size change, expensive shipping costs. I will not buy again for the moment!
Nous sommes désolés de ne pas pouvoir donner les frais de port pour les îles Baléares. Il est vrai que le transport vers les îles est une charrette, nous en assumons une partie en ne facturant que 10,90€ de frais de port, mais nous ne pouvons pas en assumer la totalité. C'est l'inconvénient de vivre au paradis 🙂
Nous vous saluons et espérons vous revoir chez mundo-surf,
Sebas
The order was guaranteed to be delivered on the 6th and did not arrive until a few days later.
Other goods are shipped than shown on the website. Return voucher is refused. Can only advise against the purchase.
Mala, I returned the product and since day 1 they sent me the mail that they reimburse me the purchase, today is day 7 and I have not received anything. It is a joke. Of course I will not buy anything again. They do not answer mails or whatsapp.
I don't put 5 stars, for the simple fact that I paid for the board and shipping, but then they asked me for a refund of 18 through PayPal because they said the shipping finally cost more. Be careful with the final price guys, it can go up!
Venderam pranchas com defeito.
Very bad, I received a surfboard case with a side where the logo of the brand was painted with typex. I try to contact them but impossible.
No address in German. No evaluation possible in German. Tranport costs are adjusted / increased afterwards. No invoice, no delivery bill, no return document, just the product in a completely neutral bag from GLS. Bad carrier with GLS, delivers much too late, shipment just takes too long.
When i received the parcel, the box was empty. I contacted mundo-surf and have been waiting for 3 weeks for feed-back from them. As a result i did not have my wetsuit for my holidays. When contacting mundo surf, I get no feed-back from them. Would not recommend to buy from them.
The order did not arrive until today. I have not received my money back. Unfortunately, I suspect that I have been cheated out of more than 120 euros. I am very sorry, as I made my purchase with a lot of confidence.
Fatal treatment, non-conforming product, money not returned. A disaster of treatment by the commercial service (Ignacio). They have charged me 2 times for a neoprene and now I have to fight it with Consumo. A disgrace.
Because they didn't make me return an inadequate product
Unpleasant
Bad for the moment