Reviewers often mention fast, helpful support from named agents, with faulty items replaced the same day or the next. Reliability varies sharply: some products last for years, while others fail after a single trip. Several buyers say they struggled to get refunds that were promised. When orders go smoothly, many also highlight quick delivery.
Examples from available reviews (Nov 2021 – Feb 2026).
Surfanic replaced a defective bag promptly and provided excellent customer service.
“Within three days I had a new bag and they did not require the damaged one to be returned.”
Bag failed quickly and obtaining a refund required negotiation.
“Hideously unreliable bags.”
Second purchase of 100L luggage is durable and improved with useful compartments.
“My first bag has lasted 20 years.”
Helmet never arrived and promised refund has not been received.
“have received neither the helmet or a refund that was promised 2 days ago”
Several reviews describe fast replacements and practical help from customer service staff. Others report refusals in-store and rude face-to-face staff. Some customers say they had to escalate problems before anything happened.
Some buyers say sale prices made certain items good value. Others call some products poor value after they failed early. A small number link higher prices with quality that fell short.
Many customers describe an easy online checkout and on-time fulfilment when purchases go well. Several reviewers say they would buy again. Only a few comments mention negative experiences on the site.
Many complaints focus on luggage and jackets failing quickly, including torn bags, broken buckles, collapsed baffles and waterproofing that stops working. At the same time, other reviewers describe durable items, such as a bag that has lasted for decades and insulated clothing that fits well. Overall, feedback splits strongly between long-lasting products and early mechanical or waterproof failures.
Communication comes across as uneven: some reviewers mention quick, helpful replies from named staff, while others say head office did not respond. Several customers report refunds after returns arriving late or not arriving at all. A minority also mention order delays that affected delivery timing.
Feedback is split between highly satisfied customers who got fast help and reliable products, and dissatisfied customers focused on failures and refund problems. When issues were fixed quickly, reviewers describe positive outcomes. Those who could not get responses report ongoing dissatisfaction.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Online shopping experience was very friendly.
“Very friendly online shopping...”
Second purchase of 100L luggage is durable and improved with useful compartments.
“My first bag has lasted 20 years.”
Jacket's baffles collapsed in wash leaving clumped feathers and reduced insulation.
“The 'welded' baffels collapsed considerably in the wash”
Customer service resolved a returns portal issue and was extremely helpful.
“Adam was extremely helpful- apparently they are using a very new system.”
Bag failed quickly and obtaining a refund required negotiation.
“Hideously unreliable bags.”
Roller bag's strap buckle broke after one trip causing disappointment.
“the strap buckle was broken on return”
Paid for speedy delivery; salopettes arrived on time and were excellent quality.
“Excellent quality salopettes, at Excellent price in the sale.”
Store refused a refund despite website claims and head office didn't respond.
“since it says 365 days no hassle return on their webiste”
Not all items are eligible for free returns and retailer won't accept them.
“Not all items can be returned free so think twice!”
Surfanic replaced a defective bag promptly and provided excellent customer service.
“Within three days I had a new bag and they did not require the damaged one to be returned.”
Helmet never arrived and promised refund has not been received.
“have received neither the helmet or a refund that was promised 2 days ago”
Good quality, quick delivery and attentive customer service made a great experience.
“Adam in customer services very attentive and efficient.”
Adam and the team handled the order and issue faultlessly and helpfully.
“Absolutely faultless.”
Luggage tore on first trip and customer service dismissed the claim.
“they just dismissed my claim and batted it to the retailer.”
Staff were rude and the reviewer found prices high and quality cheap.
“Rude staff, rude manager!”
Ordered snowboard pants at a good price with fast delivery.
“Good price & fast delivery”
Product failed to keep water out and took days to dry.
“Not waterproof, not even splashproof!”
Waterproof jacket soaked through during light drizzle and failed expectations.
“won't even hold up to few hours of drizzle on the slopes.”
Coat fit, style and quality were perfect and shipment was prompt.
“Warmth without weight!”
Excellent products delivered quickly and reviewer would order again.
“This site has excellent products.”
Surfanic replaced a bag quickly without extra charge and were very helpful.
“Replaced the bag, with next day delivery as it was a birthday gift for son going back to Uni.”
Returned an item and waited a month without receiving a refund.
“its been 1 month and no refund!”
Thank you so much Surfanic for keeping us warm during winter seasons for the last six years. The shopping experience has been great and the quality of your SURFANIC ROLL BACK BEANIE and SURFANIC ONYX JACKET is unquestionable. The first bunch looks new only that they are now small in size. The prices are also great for the items. However, I was not satisfied with my recent purchase. The ordering process was delayed and this affected the deliveries. They were delayed. When I contacted the company’s customer care rep, I was told to hold on a few minutes and that I would be attended to. After waiting, the connection broke. I called several other times and there was no answer. I thought of sending some emails, but there were no replies. Two days later I received a notification on my email that my parcel had arrived. I was happy but i still wonder why they handled my issue unprofessionally.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Surfanic is a UK brand that designs and makes outdoor and snow-sports clothing and accessories. Its range covers waterproof jackets, insulated coats, salopettes, luggage and helmets. It sells direct through its website and via specialist outdoor retailers. Product pages usually include fabric specs, seam-sealing details and care instructions. The site also offers size guides and warranty information.