The customer service is incredible! An item developed a fault, but this was resolved instantly by the team, and a replacement sent out. Amazing service. Thank you.
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See what reviewers are saying
My new Aspire wetsuit more than delivered in terms of specifications. Top priority was ease of getting it off. I could not believe how smoothly I could do this. Next priority warmth. It was like a... See more
Very good customer service. Delivery to Jersey is always a bit manic with the GST. Very refreshing to see that they took their time to find out the reason why Jersey Customs held off delivery - admitt... See more
I recently had some issues with my Zone3 Heat-Tech gloves and socks after 6 months of regular use. The seams started to unravel, which was disappointing given the initial quality feel of the produ... See more
Company replied
Company details
Written by the company
We create world-class products that embody our dedication to the swimming & triathlon community. Products that enhance performance, comfort and self confidence and enable you to to achieve your best and reach your goals. We share the same passion for swimming outdoors, whether your goal is to improve your health and well-being, or race at the highest levels and achieve new goals. We are inspired by that feeling of achievement and our mission is to be part of your journey and experience this together.
Contact info
1 Tannery House, Tannery Lane, GU23 7EF, Send, United Kingdom
- customerservice@zone3.com
- zone3.com
4.6
Excellent
559 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 76% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service
Customer service (Adam) was excellent - quick response to questions, followed up well and provided helpful information. So good to receive a "human" reply and have interaction from a professional and caring individual.
16 May 2025
Unprompted review
Reply from ZONE3
Hello!
Thank you so much for your fantastic feedback! We’re thrilled that Adam could provide such a caring and helpful experience. Connecting with our customers on a real, human level while delivering professional support is what we aim for, and it’s wonderful to hear we succeeded.
We really appreciate your kind words and can’t wait to assist you again in the future!
Warm regards,
The ZONE3 Team
Excellent customer service & fast response
Adam dealt with my matter promptly and professionally. The customer service at Zone3 is excellent and I have received all my orders in a timely fashion. Thanks again for your help!
16 May 2025
Unprompted review
Reply from ZONE3
Hello,
Thank you for the great review! We’re pleased Adam could help and that your orders arrived promptly. We really appreciate your support!
Kind regards,
ZONE3
exceptional service and high-performance triathlon gear
Zone3 has truly impressed me—not just with their top-tier triathlon products, but with their outstanding customer service. I had a recent query regarding a discount, and their team handled it quickly, professionally, and with genuine care. The wetsuit I purchased is superb in both fit and performance, and I’m looking forward to ordering more.
28 April 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you so much for taking the time to leave such a positive review.
We’re always striving to provide great products and service, so we’re thrilled to have met your expectations.
We hope you’re enjoying your wetsuit! Please don’t hesitate to get in touch if you need any further assistance.
Warm regards,
The ZONE3 Team
Great customer service and a great…
Great customer service and a great product!
15 May 2025
Unprompted review
Reply from ZONE3
Thank you for the great review!
We're so glad to hear you're happy with both the product and our customer service. Your support means a lot to us!
Best wishes,
ZONE3 Team
Bought a bag with below standard zips
Bought a bag with below standard zips. After just after a year, warrenty had run out , so I contacted customer care who were really helpful and resolved the matter quickly. Adam from customer services was very helpful and polite.
15 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave such a positive review.
We're sorry to hear about the issue you experienced with your bag, but we're delighted that Adam was able to resolve it so quickly for you. We’ll be sure to pass along your kind words—I'm sure he’ll be thrilled to hear them!
If you need any further assistance, please don’t hesitate to reach out.
Best wishes,
ZONE3 Team
Would shop at zone3 again
Very quick delivery. The wetsuit looked great but I had to return it as size didn't match.
Return was easy and straightforward. Customer service was very helpful.
14 May 2025
Unprompted review
Reply from ZONE3
Thank you very much for your kind words.
While we're sorry to hear that the wetsuit didn't fit, we're pleased our team was able to assist and that the process went smoothly for you.
If there's anything else we can help with, please don't hesitate to get back in touch.
Kind regards,
ZONE3
Awesome customer service
On a recent order, I was charged a very high fee for "duties". ($87 on a $50 product) We all know our nit wit president is causing absolute chaos for retailers. I sent a very polite email just asking if they could break it down for me. The VERY KINDLY refunded the whole amount citing that the product was already in the US when I ordered. We know these stupid tariffs may force retailers to charge higher prices gong forward - but I really really appreciated their help this time. We love Zone 3 products and hope we will be able to continue to purchase them going forward. Thank you Zone 3 for your amazing customer service!!!!
12 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave such a positive review—your kind words truly mean a lot to us.
While we’re sorry to hear you encountered an issue, we’re really pleased that our customer service team was able to resolve it swiftly for you.
We're always happy to help, so please don’t hesitate to get in touch if there’s anything else you need.
Warm regards,
The ZONE3 Team
Great Customer Service
After a systems glitch delayed my order I contacted customer services. I received a prompt response, and action was taken swiftly to solve the problem. Great service, kept informed and remain a happy customer. Along with great products…..I will be a returning customer.
6 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you so much for taking the time to leave a review.
We’re sorry to hear about the initial issue with your order, but we’re really pleased that our team could resolve it quickly for you. It’s great to hear you’re happy with both the service and our products—and we truly appreciate your continued support.
If you ever need anything in the future, please don’t hesitate to reach out.
Best wishes,
The ZONE3 Team
Deeply disappointed – Faulty wetsuit and no refund despite warranty
I never leave Trustpilot reviews, but I feel compelled to after my experience with Zone3.
I purchased a wetsuit in September 2024 which developed a significant tear around the neck area within just a few months, despite very careful use. The product is still well within its 12-month warranty, and the damage appears to be a common issue - several members of my outdoor swimming club have experienced the same neck fault with Zone3 suits.
Despite this, the company has refused to offer a refund, stating that their system "doesn’t allow it" after a certain period - even though the item is faulty, a replacement is unavailable, and UK consumer law clearly entitles me to a refund under these circumstances.
I've now been left chasing responses, repeating myself, and feeling incredibly frustrated. I work in e-commerce, and I find it shocking that a company would hide behind internal systems rather than honour their legal obligations or treat customers with respect.
I had hoped to resolve this amicably, but the lack of accountability and poor customer service has left me with no confidence in the brand. I won’t be buying from Zone3 again.
UPDATE: Although I’m still disappointed by having to chase to get this resolved, I’m glad that Zone3 have now agreed to issue a manual refund and the matter is finally being sorted. I appreciate the outcome, even if the process to get there was unnecessarily difficult.
28 September 2024
Unprompted review
Reply from ZONE3
Thank you for taking the time to share your experience — we’re genuinely sorry to hear how disappointed you’ve been, and we fully understand your frustration.
We always aim to provide high-quality products and support, so it's very concerning to hear that your wetsuit developed a fault and that you’ve not felt supported through the warranty process. While our standard system does not allow refunds after a certain timeframe, we absolutely do not use that as an excuse to avoid our responsibilities and an alternative solution was offered (Gift Card).
We’re sorry this hasn’t been a smoother process. Our team has already been in touch to offer an alternative solution and we’re waiting on your preferred payment details so we can complete this for you.
We are also passing on your feedback regarding the suit fault to our product team, as we take recurring issues like this seriously and want to ensure they’re properly addressed in future designs.
Once again, we apologise for the inconvenience and the delay, and we hope to restore some confidence in our service by resolving this as quickly as possible.
Zone3 is a great company
Zone3 is a great company. Inquiries are answered very quickly, and shipping is straightforward. Customer service is very friendly and efficient. Great work, keep it up.
7 May 2025
Unprompted review
Reply from ZONE3
Hello,
Thank you so much for your kind words!
We’re thrilled to hear that you’re happy with the service—we always strive to give our customers the best experience possible. If you ever need anything, we’re just a message away and always happy to help.
Kind regards,
ZONE3
A shining light in customer service
Zone 3 are doing everything the consumer wants from an online retailer. Customer service is exceptional, fast, hassle free, no quibble returns & exchanges. They make the process really easy & risk free. Wet suits look great too.
6 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave such a positive review.
We’re delighted to hear about your great experience and that you’re pleased with both our products and the service you received. If you ever need any further assistance, we’re always here to help — please don’t hesitate to get in touch.
Kind regards,
The ZONE3 Team
Very helpful support
Very fast response and very helpful support from Adam. Now I'm really looking forward to my ordered items.
2 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for your kind review.
We're delighted to hear that Adam was able to assist you so promptly. We hope you enjoy your order, and please don’t hesitate to reach out if you need any further support.
Best wishes,
The ZONE3 Team
I bought a couple of items in the past…
I bought a couple of items in the past and had a sizing issue, Adam from CS solved my issue very quickly and without hassle. I’m happy to continue ordering my triathlon gear from them as it’s really high quality and the service is great. Thanks !
2 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave such a positive review — your feedback truly means a great deal to us.
We're delighted to hear about your positive experience with our customer service team and that we were able to resolve the sizing issue to your satisfaction.
If there's anything more we can assist you with, please don't hesitate to reach out.
Kind regards,
The ZONE3 Team
Reply from ZONE3
Good afternoon,
Thank you for your kind words! We're glad to hear you found our advice helpful and appreciated our responsiveness. If you ever need anything else, we're here to help!
Kind regards,
The ZONE3 Team
Bonjour,
Merci pour vos aimables paroles ! Nous sommes ravis que nos conseils vous aient été utiles et que vous ayez apprécié notre réactivité. Si vous avez besoin d'aide, nous sommes là pour vous aider !
Cordialement,
L'équipe ZONE3
Very fast and helpful answers
Very fast and helpful answers. I can really recommend the customer service.
1 May 2025
Unprompted review
Reply from ZONE3
Good morning,
Thank you very much for your kind feedback! We're delighted to hear that you had such a positive experience with our customer service team. Your recommendation truly means a great deal to us. Should you need any further assistance, please don’t hesitate to reach out—we're always happy to help.
Kind regards,
The ZONE3 Team
Good advice from Adam and look forward…
Good advice from Adam and look forward to recieving my wetsuit in the post. If I hadn't asked for his advice I would have bought the wrong suit in the wrong size...
1 May 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for your kind message.
We're delighted to hear about your positive experience with our customer service team. Your feedback means a lot, and we’ll make sure to pass it along to them. If there’s anything else we can help you with, please don’t hesitate to reach out.
Kind regards,
The ZONE3 Team
Efficient customer service
Although I had a problem with the product -I had a really horrible allergic reaction, I cannot fault the customer service and the desire to understand and resolve the matter as efficiently and pleasantly as possible. It hasn't put me off using or recommending Zone 3
23 April 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave a review. We’re truly sorry to hear that you experienced an allergic reaction when using our products. However, we're glad to know that your interaction with our customer service team was a positive one.
Please be assured that we take your feedback seriously, and we’re committed to addressing any concerns you may have. If there’s anything more we can do to support you, please don’t hesitate to reach out — we're here to help.
Kind regards,
The ZONE3 Team
Adam was absolutely amazing really…
Adam was absolutely amazing really helped me and very knowledgeable, and gave me so much time. Perfect customer service and I’m very grateful.
28 March 2025
Unprompted review
Reply from ZONE3
Good afternoon,
Thank you for taking the time to leave such a positive review.
We’re thrilled to hear about your positive interaction with the team. Your kind words really mean a lot to us and we’ll be sure to pass this feedback on to Adam.
Please don’t hesitate to get back in touch if we can be of any further assistance.
Kind regards,
The ZONE3 Team
Reply from ZONE3
Good afternoon,
Thank you for your positive review, it really does mean a lot.
We’re always here to help, so please don’t hesitate to get in touch if you require any further assistance.
Warm regards,
The ZONE3 Team
Great products and Excellent customer…
Great products and Excellent customer service! I forgot to include an item when I ordered and checked out online. Sent them an email to hold my shipment, and Sam helped me out immediately. I ordered the item and they covered the shipping costs.
14 April 2025
Unprompted review
Reply from ZONE3
Good morning,
Thank you for your positive review.
We’re thrilled to hear that Sam was able to assist you with amending your order—he’s a valued member of the team, and we’ll be sure to pass your feedback on to him.
If you need any further assistance, please don’t hesitate to get in touch. We’re always happy to help.
Kind regards,
The ZONE3 Team
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