DAKINEReviews of dakine.com

I agree with some of the more critical reviews here that mention the products are mostly good, but that the customer service is lacking. I placed an order during their Black Friday sale and logged into my Account on their site. As I clicked through to finish the transaction, there was a checkbox for "ship to same address as billing address." I clicked this box and moved forward with completing the order. A few minutes later when reviewing the order confirmation that was emailed to me, I noticed that the shipping address was incorrect. I contacted DaKine immediately and heard back a couple hours later. "I've sent the address correction to the warehouse." Seemed easy enough. A couple days later, I followed up when my order status hadn't changed and the shipping address was still showing the incorrect address on my order history. I was told that they followed up with the warehouse again, and would contact me when they heard back. The follow up message stated that my entire order was being canceled due to low inventory, and then I was offered a coupon code and encouraged to order "current season items" a.k.a. full priced items because they have more inventory than sale items. Thankfully, I didn't have time to place a new order because lo and behold, the next day I received an email stating that my order shipped! However, the delivery address was still incorrect, 5 days after my initial contact with this company. I received a follow up email from the customer service agent before I could write them about this surprise shipping confirmation, and they said, "Apologies, it looks like there was a 'fake' cancellation of orders and your order actually did ship!" I wrote back stating that the order may have shipped, but the delivery address was never corrected. I was able to log onto FedEx on my own and have the shipment rerouted to be held at a FedEx location closer to me. I was contacted again by DaKine saying they had spoken to FedEx and my delivery would be held at the location I chose. Their contact with FedEx initiated some kind of override in the FedEx system of the request I had already made, and now my package cannot be located. $500 worth of Christmas presents down the drain all because they don't seem to have a smooth communication system within their organization, their order system apparently triggers errors during high volume weekends like the holidays, and their Customer Service Agents are poorly trained.

Première et dernière fois que je commande sur ce site. J'ai commandé deux trousses scolaires le 18/11, il faut compter 7 jours pour la livraison (préparation du colis comprise dans ces 7 jours). Début de semaine, n'ayant pas reçu mon colis, je les contacte, il m'informe que les trousses sont en rupture de stock et que soit je devrais attendre 2 à 3 semaines soit choisir d'autres pièces ou être remboursé. Je demande le remboursement et là il refuse de me rembourser et me dise que le colis est en cours de livraison A ce jour, je n'ai toujours rien reçu, et je n'ai plus de nouvelle du service après vente. Malgré qu'ils ont un site français, le contact téléphonique se fait uniquement en anglais, bref, je suis toujours en attende du colis malgré ma demande d'annulation. Je ne recommande pas ce site.

Terrible customer service. I bought a Dakine backpack from epacks, within a month the bag had a tear (just from normal everyday use). I bought the bag under warantee. After months of trying to get a response from Dakine, I was told that I must destroy the bag, send them evidence, and then they would consider sending a credit note to epacks. Meanwhile I haven't had a functioning bag for months & don't understand my they haven't just arranged a replacement. Not sure how they want me to 'destroy' the bag...

Best surfboard leash I've ever had

Bought a backpack and it had a fault with the draw string (which developed into rips and opening by itself), contacted dakine and they offered a voucher rather than repair it or replace it, they didnt have any on the website so i got a jacket instead and what would i do with two backpacks anyway. The jacket was the worst quality item ive ever bought. Something from aliexpress was better quality and it was £52. I asked could i just return everything and get a refund (in my eyes i had given them sufficient time to repair or replace my bag and a repair was never offered) but they said yes a refund was possible. When i checked the postage it was over half the original cost of the bag but why should i be out of pocket cause they cant provide quality products. I'd understand paying for postage if i was returning it for any other reason but its their lifetime guarantee that made buy ftom them in the first place. Now i know why cause they'll just send you on your way with a voucher. Dakine Order # 800004011