Based on authentic user experiences
customer
6737 reviews
N/A
9 months ago
50 surf voucher
I was gifted a 50 surf voucher shortly before the first COVID lockdown in March 2020 Due to this and a subsequent shoulder injury last year I wasn t able to book my beginner surf session until now April 2022 However The Wave have refused to honour my voucher because they only extended COVID affected gift certificates to December 2021 I wasn t given any means to try to rectify the situation such as the option to pay a maintenance fee in order to redeem it They just apologised that I had lost my 50 and they hoped to see me at The Wave soon A reputable company would generally offer some sort of resolution in order to appease it s custom Especially a company so young trying to establish it s reputation Especially when they already have our money Especially when we ve just endured 2 years of unprecedented uncertainty and difficulty nationwide It s a real shame and a bit short sighted I think I had intended to visit The Wave several times this year in order to learn the basics of surfing I d also hoped to take my little nephew there All of which is now lost revenue to them since on principle I wont be visiting now I don t really understand why gift certificates expire or why The Wave cannot exercise a little discretion given the extenuating circumstances of the past 2 years This just leaves a sour taste and a negative review something I would have thought a fairly infant business like this would strive to avoid Really disappointed I hope The Wave puts my 50 to good use given it won t be used to give me a dabble in the surf I can t comment on any other aspects of The Wave as I haven t been able to go but it looks like an amazing facility Reviews on here are mixed and on balance it s rated average I guess that speaks for itself I ve also noticed I m not the only one to loose out because of surf vouchers Easy money I guess
Sara Lomheim
6737 reviews
N/A
9 months ago
Stay away
I am writing to express my profound disappointment with your handling of our recent request to reschedule our stay My husband was involved in an accident and we were willing to provide a doctor s note as evidence Despite this your team rigidly enforced the seven-day notice policy and refused to accommodate our request We did not ask for a refund merely to reschedule our stay due to this unexpected emergency It is unacceptable that your policy does not consider emergencies that can occur within the seven-day window This lack of flexibility and understanding is extremely frustrating and reflects poorly on your commitment to customer care Additionally after reading through the Trustpilot reviews it is clear that many customers have faced similar issues and have expressed their dissatisfaction It is time for you to take this feedback seriously and address the shortcomings in your policy Your unwillingness to accommodate us in an emergency situation is disappointing and has left a negative impression We will not recommend you or come back
Michael
6737 reviews
N/A
9 months ago
Zero customer service
Crooks Their website will not accept the voucher code purchased just 7 months ago I have phoned 3 times each time listening to musak for 30 minutes with no one picking up No replies to emails
Ben
6737 reviews
N/A
9 months ago
Overcrowded sessions
No help from staff instructors overcrowded sessions 1 hour Waikiki session will only get you 6 waves Only worthwhile if you are doing expert session or an under-booked session
Al
6737 reviews
N/A
9 months ago
steeling from the vulnerable
No morals Finally got round to leaving this review this goes back to lockdowns In 2020 21 Couldnt make it to the wave as they were shut and would not honour the voucher I was gifted as a present Basically they stole 50 from a vulnerable person
Anna Robinson
6737 reviews
N/A
9 months ago
What use is a voucher
I ve heard great things about the wave but I made a mistake on booking and booked a different time for myself to my wife and kids No problem I booked the correct session and asked for a refund immediately for the duplicate session only to be sent a voucher What s the point of a voucher Even if I love it I m unlikely to go again this year Requested a refund and no response Be careful when booking They want your cash more than to delight you
c d
6737 reviews
N/A
9 months ago
Absolutely rubbish
Absolutely rubbish Dont waste your money if you can actually surf Full of kooks with no abilities falling on most waves making other people wait because they cant surf at the level needed to be in an expert session The staff are so useless some kooks stand on the top and do absolutely nothing No point having people who have no idea how to surf trying to control a session I was dropped in on after a person missed his wave and the Staff said nothing Clearly this company is a bunch of useless people who have no idea about surfing trying to regulate a surfing session without experience This facility is set up for beginners if you can actually surf then you re better off spending 65 going to the coast I can not wait for more to open up as this one is such a pathetic excuse
Amy
6737 reviews
N/A
9 months ago
I feel that the 7 day cancellation
I feel that the 7 day cancellation period is excessive Things happen in life and I couldn t go to a session due to injury The Wave is so popular and theu could easily fill my spot It s just a way to rinse people and so I don t rate their customer service at all
Hannah Kate
6737 reviews
N/A
9 months ago
Do not buy vouchers here
My and my partner were given gift vouchers totally 100 but due to Covid weren t able to give them before they expired Contacted The Wave but customer service is rubbish they wont let me use them no flexibly at all to even say get some money off nope nothing So 100 lost Won t be visiting with that kind of customer service Think twice before buying anyone vouchers to here
Kevin Harding
6737 reviews
N/A
9 months ago
Would not honour voucher
We were bought a voucher but were never in the area so not able to use within the 12 month limit NO flexibility when we tried to extend What a shame they cannot put customers before their bottom line obviously not the community focused company that they try to portray just happy to take your money and use the small print to avoid giving you what you ve paid for
