XTERRA WETSUITSReviews of xterrawetsuits.com

Poor material quality. It is frustrating when a great-fitting pair of LAVA pants fails after only a few uses, 4th trip to the Lake !

Xterra wetsuits are high quality but their size guide is incomplete and their customer service is poor. I ordered a medium sleeveless wetsuit on Black Friday as a Christmas present for myself. When I tried it on it was too tight, so much so that I could not breath. I contacted customer support and they acknowledged that a person with a long torso and short legs should order a large even though this was not mentioned in their size guide. I paid $ 20 shipping to return it in January and they did not even acknowledge the return for over a month. After several unanswered queries to customer support, I contacted the CEO on LinkedIn and only then did they acknowledge my return but they said it was too late to exchange and I could have a $ 50 credit or pay $ 15 to ship the one that doesn’t fit back to me. I decided for the latter in the hopes that I can sell the tight wetsuit for more than $ 50. That original wetsuit arrived at my house in March. A 3 month saga. I have not experienced such poor customer service before. Anyone want a medium-small sleeveless wetsuit?

The only reason I'm giving 2 stars instead of 1 is because the first time I ordered a wetsuit from Xterra two years ago, everything was fine. My second experience could not have been more different. Xterra needs to use a different shipping company, and also add a field to the checkout process for special delivery instructions. I had never heard of OnTrac before, but that's who they're using. I often have purchases shipped to my workplace so they are not sitting on my doorstep unattended for hours. This order happened to arrive on the weekend. Normally not a problem as any other shipping company usually leaves a note saying they will try again the next day. That does not seem to be OnTrac's policy. They left my order outside the building door, which of course is locked on the weekend. Our office is downtown, so leaving it outside the building door means leaving it directly on the sidewalk with dozens and dozens of people walking by every hour. Even without the local knowledge that our office is just two blocks from where many people experiencing homelessness gather, common sense would tell you to not leave a delivery outside a closed business like that. Surprise, surprise, my package was long gone before I even realized it had arrived. Attempts to contact both Xterra's and OnTrac's customer service went nowhere. You cannot reach Xterra any way except email (even the phone number only gives you recordings telling you to email), and you don't even receive an automatic reply telling you when you can expect a real response. When both those approaches went nowhere, I attempted to recover my money by launching a dispute with the credit card company. Even that went nowhere in the end. If you're going to order from Xterra, you better be confident that you will be present when your package is delivered or that there is a very low chance that it will be stolen if left unattended. If that is the case, you'll probably be safe. But if something goes wrong...good luck, don't expect any sort of help from this company.

Be careful when you order at xterraeurope.com It's not European at all, just a landing page for European customers. While they show product prices in Euro, there's no mentioning that this are the net prices. They advertise free shipping to Europe, but don't mention that they send it with a import code where you do not only pay VAT but also 12% import tax. And they let you pay as customer the FedEx import fee. So I ended paying 179€ for the wetsuit and 75€ to FedEx. In essence, it's still a US only business, nothing European beyond their URL. Don't Liz yourself get tricked by their European domain. You will pay way more than you think.