Poor customer experience: Advertised Wakeboard bindings, bought and paid for them, then they said it's no longer available, then waited several days for a refund before I could order elsewhere and t... See more
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See what reviewers are saying
Excellent service from angelo. Ordered some snowboard boots online that were slightly too small for me. Received a call from Angelo with advice with accurate advice and an eagerness to genuinely hel... See more
Always had a great experience with these guys. Bought various snowboarding and kite surfing gear
Ordered a jacket yesterday, arrived today, perfect. I spoke to Angelo at S2AS ho assured me none of the bad parcel carriers are used. Jacket arrived perfectly packed and perfect, as usual. People... See more
Company details
Written by the company
Shop Kitesurfing, Wakeboarding, Snowboarding, Skiing and Stand up Paddle boarding Gear at great prices from the UK's leading extreme sports retailer S2AS. Worldwide shipping available and free UK mainland shipping over £80
Contact info
Station Road 14-16, BH14 8UB, Poole, United Kingdom
- www.s2as.com
4.2
Great
116 reviews
Replied to 16% of negative reviews
Typically replies within 24 hours
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Fantastic service!!
20 November 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Thanks for the feedback Christina
Terrible service!! Stay away!!!
Terrible service!!! Avoid at all cost!!! Purchased a package of 3 Ocean Rodeo kites and a bar on September, kites came in few days later, and as advised the bar should follow by the end of week. Over 2 months later and couple of reminders - still did not receive the bar. As have 3 older generation bars and 4 kites from Ocean Rodeo flied them with 1 of the bars...and this is when things started to go wrong... initially 1 kite seriously backstalled, and dropped ending being dragged through the beach and later after fully depowering plus adding extra adaptors to further de-power dropped and ruined my bar snapping safety line in 2 places. Asked S2AS for bridle lines specification to check - and turned to be wrong lengths. Also asked about bridle specifications for the other 2 kites, received it over 2 weeks later after informed S2AS that want to return the goods and get full refund. It turned out the other 2 kites had them all wrong as well. Now S2AS denies my customer rights, asking for another chance?! Don't thinks so. Being stoked to the sport for 5 years, with this experience I think about selling all my equipment. Thanks S2AS and Ocean Rodeo for the ride!!!
11 November 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Hi Jakub,
As stated we are still chasing these bars from Ocean Rodeo and have offer you use of a demo bar in the meantime, but you informed us you had a bar to use.
With regards to your Kites you informed us that the bridle on the 12m was the wrongsize and without questioning got you a new bridle on order from Ocean Rodeo whoich had to be specially made, hence the delay.
You have since informed us that despite using all of the kites that you wish to return them for a refund, as you now claim there are all faulty having previously stated that you found no issues with the 10 and 14 metres.
Following further investagation we have established that the issue you are having with the kites is most due to you using a pre-2018 bar with a differnet line configuration which we had previously queried but you informed us was not the case, we have once again offered to send out a current 2020 demo bar to test the kites whilst we wait for yours to come in stock as we strongly believe this to be causing the issue, we have also offered to take the kites back to test the faults you claim, and if we find them to be faulty we will refund you.
We cannot refund you for faults in your equipment without first being given the opportunity the test the kites ourselves!
Conor
S2AS
Poor customer experience
Poor customer experience: Advertised Wakeboard bindings, bought and paid for them, then they said it's no longer available, then waited several days for a refund before I could order elsewhere and they are STILL being advertised to con someone else.. shoddy.
My brother had a worse experience, phoned to check stock and was told 'oh yes, we have that in the shop' he then travelled 2 hours to be told 'oh no we don't, sorry, it's in our warehouse.. we can get that here in a day or two!!'.. unbelievable apathy or sincerity!!
27 August 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Hi there,
Apologies for the error with your order, having reviewed this case, the bindings you ordered were last years model and we couldn't find them straight away as they were in the warehouse, we then informed you and refunded the next day, we cannot be held accounatble for the amount of time.
Also, I do not appreciate you stating that we are trying to "con customers", new stock is constantly being shipped out and delivered everyday, therfore our stock count is not always perfect, but I cannot undertand how you think we benefit from informing customers that we are unable to fulfil their orders. We were unable to locate your product, rang you, offered an alternative or a refund and refunded you as per your request all within one day, personally I don't believe that is apathetic at all.
With regards to your brother's experience I can only apologise, I cannot imagine we were aware he was planning on driving 2hours and I admit that whoever was in the store that day should have checked better. I will be putting measures in place to make sure this sort of thing never happens again in future
Conor
S2AS
Poor customer service .
My son (who would be angry if he knew i was writing this) booked kite surfing lessons. He arrived on day 1 to be told it was cancelled due to lack of wind. Fair enough, no-one controls the weather. But they acknowledged they could and should have called or texted him to avoid a wasted round trip of 40 miles.
Offer of some form of recompense? No.
I called and left a message for the manager to call me. No call back, doubtless "it's just one bloke being difficult, we'll ignore him" approach. No apology, pretty rank customer service.
Incidentally, on reading other reviews i discover we are not alone in having ordered stuff on line and on the phone which S2Air have no idea about having in stock, wastes so much time.
There are alternatives locally and we'll go elsewhere.
14 August 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Apologies I have only just seen this review from yourself, unfortunatley I am unaware of this specific incident.
We always aim to ring customer at least 24hours prior to there Kitesurfing lessons, to update them on the wind conditions and I am sorry if we failed to call your son on this occasion. I would of hoped that whoever was in the store that day would have attempted to rearrange the lesson for another day when the wind looked favourable and your son was available and if you can remember I would like know who they dealt with?
We at S2AS aspire particulary hard for good custromer service and I'll admit we are by no means perfect however, we would never take the "it's just one bloke being difficult, we'll ignore him, approach" as you've stated, the Kitesurfing industry is far too small and relies on customer feedback.
If you would still like like to talk to me regarding this issue I will happily dicuss it with you and hopefully find a resolution
Conor
S2AS Manager
01202 738448
Jobe Yarra SUP
Bought a Jobe Yarra Paddleboard from S2AS, great value, and a lovely board. Small delay arriving but understandable given the supply chain knock on effects of COVID and the sudden rise in popularity of ISUPs.
Highly recommend Surface2AirSports, I’d buy from them again.
8 August 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Hi David,
Thank you for the positive feedback, pleased you like the board and will look to us again for future purchases!
Conor
S2AS
Thanks to a youtube video I found this…
Thanks to a youtube video I found this store a few days ago and it is excellent. Very good attention from Angleo, super quick answers to my questions and he has given me very good advice
13 July 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Thank you for the review, we greatly appreciate it
Great Store
Great Store, Great prices and service.
Had an issue and Angelo was onto it straight away with no time wasted.
I would deffo use them again.
Top marks.
10 June 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Appreciate the review, we cannot stop some issues from occuring but always aspire to resolve them as quickly possible to get our customers to continue doing the sports they love
SUP board package purchase.
Bought a Jobe SUP package at a great price. Communication Was excellent throughout the transaction. delivery was much slower than expected but I think this was DPD not the shop. They looked into it for me and provided me with tracking details etc. The SUP itself appears to be of very high quality of its great accessories. I can not fault the service I received from the shop. Would recommend - thank you.
2 June 2020
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Thanks for taking the time to leave us a review, we're glad that you are happy with your SUP
HONEST!!!
I was searching the internet for an Oakley Matte Black MOD 5 MIPS snow helmet, for my son’s forthcoming school skiing trip and came across a YouTube demo by A2AS. I immediately went on their website and checked availability, I easily found exactly what I wanted. Not only were they the cheapest I’d found on the internet, but they also offered a further 15% discount code, that was actually redeemed at checkout. Order placed, free 4 to 6 days Delivery, ordered on a Sunday evening, arrived Wednesday morning. I would highly recommend A2AS.
27 November 2019
Unprompted review
Very very good customer service. (Hyperlite Ripsaw)
Hello, i‘m Pete from Bremen Germany. I highly recommend this shop. I ordered the Hyperlite Ripsaw wakeboard. I can tell you something. In case of theres a problem with your order...these guys solve it. The customer service is really awesome. Every mail has been answered immediately. And friendly. That’s professional. In Germany we have an idiom : „der Kunde ist König“ which means „the customer is king“ ....and thats how i felt. I started riding wakeboard with that board and i‘m really happy with it and with the shopping experience. I will buy again here. Thats for sure.
Best wishes ,
Pete / Bremen,Germany
(Sorry, my english is not that good)
7 August 2019
Unprompted review
Great and knowledgeable bunch
Picked up a Bateleon Magic Carpet 2019 w/ Flow bindings for this year's season and couldn't be more pleased with both the board and the service I received at S2AS. Phoned in to the store to get some advice on the board and bindings, and put down a deposit. All ready within a couple days when I went to pick it up, they even gave me a hand fitting and tuning the bindings, and threw in some useful freebies including a toolkit and a great t-shirt.
They're not just an online (and offline) store, but also foster a good community and knowledgeable staff on-hand to help you out. Prices and overall service are hard to beat!
30 July 2019
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Really grateful for the review. We always aspire to give the best service possible
Terrible customer service
Terrible customer service. Purchased wetsuit leggings through their Ebay shop, wore once for 20 minutes, and then when I got out of the water, realised there were a number of small fissures in the surface of the neoprene. While the neoprene is fairly thin, I would at MINIMUM expect the product to be fit for purpose, and not break down in such a way after the first wear, and having been handled very carefully.
S2AS have since tried to fob me off with a defective product, blaming 'nail damage' for what is clearly the result of stress on an insufficiently strong material.
I requested a replacement - with which they could have taken the defective product and taken it up with the manufacturer with the leggings in person, however this is too much trouble and so they are just trying to fob me off again.
Awful. Avoid!
Update: S2AS have only just responded to this review from over a year ago now, still insisting that the defect in the product I bought was down to me, despite them never even looking at the product, even after me offering to send them back for their inspection.
As a customer, I would also be concerned that their approach is to breach GDPR legislation in the messages they have copied and pasted below, in what is a childish and defensive response to a reasonable request from a disappointed customer.
Still avoid.
6 June 2019
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Hi Ellie, This is totally un-true and due to this i will put all our correspondence below, But first let me tell you what we done for you thats such terrible customer service, You contacted us saying that the leggings had torn, We asked you for photo's (see attached) we believed it was finger nails but nevertheless we sent the images off to the UK Distributor who told us that this was NOT covered under warranty, We told you this but also said that we would also ask Mystic direct. They too came back to us also saying this was caused by finger nails or something sharp this is NOT a warranty. So as far as customer service goes we have gone above and beyond. Each and every email and call we have replied to within hours so please let me know why is Customer service so bad? I understand that you are upset with the product but that is not our customer service in any way shape or form and we have NEVER "fobed" you off. So yes I want people to know that this review by yourself is totally unfounded in every way. So below i have added all messages to and from you.
messages:
Hi Conor,
Thank you for detailing the messages below, but I'm afraid this simply isn't the case!! The damage was not caused by nails, and so either there is a batch issue here, or the material is inappropriate for the use described (i.e. wakeboarding).
I will therefore be opening a case, as this what I have bought in good faith as being fit for purpose are clearly anything but.
Regards,
Eleanor
Reply
Your previous message
Hi Eleanor,
Unfortunately the UK Distributor has declined the warranty see below:
Hi guys,
This is text book finger through neoprene, the Black material is prone to this it is an expensive delicate material but this is not a failure in the product.
Could have been the handle or even her hand to cause it, but would not just open up like that.
I have asked Mystic if they want to do anything on it, let them make the call
Will let you know what they reply.
Kind Regards
Watersports World UK
Mystic Distributor"
Further to this the information was forwarded to Mystic themselves and the have also declined the warranty:
"We just had the message back from Mystic confirming they agree with our assessment. This is fingernail damage and nothing can be done.
Your "Warranty Forms" submission status has changed to "Not Approved""
Apologies for this but we are governed by Mystic with regards to their products and we cannot exchange the product however if their are any other items you're interested in please let us know and we we do our best to help out on price!
Regards
Conor
Good morning,
Can you please provide an update?
Regards,
Eleanor
Your previous message
HI El,
No worries, Mystic have received the information and are currently reviewing it
Conor
ericacourt:
Hi Conor,
Thanks for this update. Please continue to keep me in the loop with any developments, as I am keen to get this resolved without opening a case.
Kind regards,
El
Your previous message
Hi Eleanor,
We have forwarded your photos and what you've said to Mystic and are a awaiting a response
Regards
Conor
ericacourt:
Hi,
Thanks for you reply. While I appreciate the delicate nature of neoprene, and have put fingernails through wetsuits previously (occupational hazard!), this particular issue was not present when I went out on the water, but was present after I had been on cable for about 20 mins. During this time me hands were (understandably) holding on to the cable, and so nowhere near the leggings.
Please let me know the response, and who to escalate to at Mystic in the event there are any further issues.
Kind regards,
Eleanor
Your previous message
Hi,
That is unfortunate.
But It looks to me that these are caused by pulling with the finger nails.
This kind of neoprene is really fragile. And we had these issues before with people pulling with their nails
Great Customer Service
Slight problem with the item I ordered due to incorrect pictures on their website but issue was promptly resolved and the correct item sent out to me.
23 April 2019
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Happy to get any issues resolved as quickly as possible and appreciate you leaving us a review
Great company always great to deal with
6 February 2019
Unprompted review
Reply from S2AS - Surface 2 Air Sports
Thanks for the positive feedback
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