ROXY Reviews 294

Quality product and EXCELLENT customer service!! I recently bought a pair of snow boots. Came with a slight fault of a tag on the tongue being slightly unstitched, but otherwise a perfect product & customer service provided and processed a discount refund for the fault in under 30 minutes. Highly recommend.

Date of experience: July 02, 2025

Awful service I ever had.
These guys tried to sell me spoiled article once already had a refund from the previous client or clients.
They didnn't refund me full price. -13 eur for expedition, -5 eur for the delievery. So i paid 39 eur and got a refund in amount of only 2 eur.
Will never order or buy there anything!!

Numero d’ordine: 12452950

Ammontare totale dell’ordine: 35.00 EUR

Costi di spedizione: 4.95 EUR

Totale: 39.95 EUR

Date of experience: June 27, 2025

Imagine a large company such as this taking over a week to ship an item. I ordered 2 wetsuits in different sizes that according to their t&cs they sent me, it should have shipped the following day. This was Thursday, so ship Friday. These wetsuits should have arrived in plenty of time. Instead I’ve wasted £350 as they will not arrive in time for my holiday. I contacted customer service who confirmed the above. But yet when I queried where my items were they ignored me several times. The phone number is a waste of time as well. DO NOT ORDER from here unless you are willing to wait 1-2 weeks for delivery, and enjoy terrible customer service.

Date of experience: June 12, 2025

They gave the item to courier way too late. They responded late, told me to reject the package once it arrives and they told it before they dispatched the item they could simply cancel the puchase!. Postman left the package on my door when I am not at home. I didn't choose this delivery option beforehand.
I ended up needing to buy another pair of ski gloves and ski garments because products arrived after my ski trip. They run this businness very poorly. I am someone who often leaves 5 stars almost never 4 or less but conguragulations to them they reached another level. Long story short don't trust this website.

Date of experience: February 08, 2025

Having an awful experience trying to get hold of anyone in customer services.
Order turned up missing items, have sent numerous email forms (seems to be the only way to contact them) and no response whatsoever! I thought Roxy were a good company? Don’t order from them.

Date of experience: March 29, 2025

Zero customer service from Roxy Europe. Literally being staffed by a single chat bot. Zero response to any email or contact form submission. They sent out incorrect items x2 which have been sent back. They have received the parcels according to Evri and only partially refunded me for one out of the three items sent back. Every email and chat is being ignored.

Date of experience: March 27, 2025

Terrible customer service!
The order came really badly finished, with the threads coming undone at the neck of the product. Contacted customer services to ask to return for a refund or exchange. They replied 2 weeks later! At which point, I was due to go on holiday the next day and needed the product so it was too late to get a new one. They told me it was just the finish of the product - which quite frankly is a terrible finish and I have no other clothes like this. Said I could return it, but due to them dragging their heels responding it was too late. Ended up having to sew the product myself to try and fix it. Would never buy from them again and really do expect better from such a well known company. Avoid them!

Date of experience: March 17, 2025

I ordered several swimsuits at a discounted price so i was super stoked! Unfortunately, 2 months later - no swimsuits. They did say they would refund me but disappointed with no suits and they can't fill my order again.

Date of experience: March 15, 2025

I ordered a pair of snow pants size small from Roxy and paid $279 Canadian dollars. Their website said it would be delivered within 5-10 days. Instead, it took 21 days. The small size is too big and I will never wear the pants, so I tried to contact customer service via phone and email to request their mailing address so I could exchange for a smaller size. After sending 5 messages, today I finally get a reply saying they NO longer do exchanges. Needless to say that they have lost a customer. They only seem to want to make money but do not care about customer satisfaction. Think twice before ordering anything online ROXY online.!

Date of experience: March 13, 2025

I returned a wetsuit and did not received a refund and have been trying to contact Roxy for over a month with messages & emails with no reply. Also I have phoned 5 times and have been cut off after 15 minutes of waiting every time.
This is appalling customer service & feel like I’ve been ripped off as there doesn’t seem to be a way to retrieve my money.

Date of experience: March 13, 2025

Costumer service is shit. Emailed multiple times to ask for help with a return, and never heard back. Wanted to return 2 pairs of shoes but their return portal is from date of purchase and not date of received. It's absolute bullshit.

Date of experience: February 28, 2025

I love Roxy clothing and have been a regular customer for some years. However, a large order went missing on Feb 7th and I have been going in circles with emails and automated responses ever since. I have repeatedly called their numbers both in the UK and Sweden (I live in Europe). Both numbers cut off almost immediately. It appears there is no customer service, more like a black hole into which enquiries disappear. I am now out of pocket to the tune of 162 euros with apparently little to no recourse. Absolutely shameful business practices! Will never order Roxy clothing again, from anywhere!

Date of experience: February 27, 2025

I sent a coat back for a refund on 31/1/25. The evri tracking showed that it was received by Boardriders on 3/2/25. It’s now 19/2/25 and I still don’t have my refund. Roxy state that it may take up to 10 working days to receive the refund. It’s now been 13 working days and still no refund. I’ve done what they suggest and sent proof of postage, proof of receipt. Still no response. I’ve tried the chat function and only get the virtual assistant, never a human live agent. I’ve tried responding to the emails to get a human to reply and no one ever does. I’ve had no one contact me about this at all having sent multiple messages. Does anyone actually work for Roxy, are there any humans there at all? This is 100% the worst customer service have experienced ever. When is someone going to help me sort this out and help me receive my refund for the cost I’ve returned. I am owed £280.00 by Roxy!!!

Date of experience: February 19, 2025

I paid $10.99 for shipping and it is taking over a month to get here. When I complain to customer service, they give me the tracking information. I have that and that is why I am complaining. Would never shop here again even if they weren’t bankrupt. I get free shipping at other places and it takes far less time to get here. Horrible company!!!!!!!

Date of experience: February 07, 2025

You just wouldn't believe things like this happen but they do! Bought skiing equipment and returned half of what I had ordered. Although I have a receipt my return package had been returned over 3 weeks ago, I have had no response to my emails and noone is picking up the phone! £500 shorter! Absolute joke!! I have notified the bank and will be reporting to police! Avoid avoid avoid!

Date of experience: February 14, 2025

What an awful experience! I will never recommend or even look at the sight again! Who on earth is in charge to let the place go to such a state that you have to keep people’s money! I’m actually gob smacked! I have never experienced anything like what I have from a clothes store or anywhere else on that matter! You should be ashamed and embarrassed! I have only just got my money back after weeks of emailing and trying to ring! They take about a week to reply if you’re lucky or not at all!
What on earth is the point of it all?? Then send an email to ask if I’m satisfied with the service! Bit of a joke isn’t it!

Date of experience: February 12, 2025

Do not order! They had a great deal and I ordered a bunch of stuff on February 1, 2025. They have processed my payment but nothing has been mailed. I called after a couple of days and was reassured that everything was fine. When I called today, the phone number no longer works. They are officially bankrupt. But first they took a bunch of people's money. Shocker.

Date of experience: February 10, 2025

So bought a rucksack for work, it is poor quality and the strap is coming away from the seam, I started by emailing the website on 31/1/25 and to date still had no communication from this company despite further emails and trying to call, on hold for 15 minutes and phone went dead. Any ideas on how to return this faulty product would be appreciated. Really disappointing and have now had to purchase another bag!

Date of experience: January 31, 2025

If i could give no stars i would
Bought wetsuit glooves and boots to the value of almost £300 only glooves received customer service appalling!! Trading standards is my next port of call. Never recommend you Roxy shocking !!!!

Date of experience: January 24, 2025

Wish I'd have read these reviews before I ordered! I ordered a bikini top and bottoms - top arrived, no sign of bottoms. Tracking is all over the place as it says they're two shipments, but the tracking code is the same so it's saying both items have been delivered. It's IMPOSSIBLE to speak to anyone - the email contact forms are all automated and don't actually answer your question (FYI Alice is a bot). Sat on hold to their call centre with no answer so far. Going to have to raise a chargeback. Thought Roxy were a reputable company?!

Date of experience: January 22, 2025