Xterra Wetsuits

Thank you Glynn for taking the time to contact me and to correct my experience I had with Xterra. Glynn contacted me to get the details of my experience. He inquired about my treatment and more importantly asked what he could do to earn my business. This was all I wanted from Xterra. Finally Xterra has someone who is concerned about customer service. Thank you Glynn.

Great 1^st impression. Purchased wetsuits for some kids on the surf team. Jarod handled everything in a timely and professional manner. I will buy from this company again. Thank you.

We have a problem with one sleeve adhering to itself from the very first use, despite following every instruction. Customer service ignores all phone calls and emails. How can a company run a business like that and expect to stay in business. Read the other reviews, we are not alone.

I’m not one to business bash on Unilocal but this message needs to be heard.
What a huge disappointment. I ordered two wetsuits from Xterra. It took 18 days for them to finally arrive. This was after a several emails and a few calls to inquire about my order. The emails and calls were responded to 2 – 3 days later.
I was told my wetsuits would arrive over night Fed Ex because they «weren’t sure what the shipping status was.» I needed them in 2 days for an event. I was happy with that gesture, and as long as I received them before my event, all would be well.
They showed up one week later! I had to scramble to find another wetsuit for the event.
Xterra «customer loyalty (ha!)» dept. (Diana or Jackie) still will not return my calls or emails to acknowledge their wrong doing. I can’t get through to a manager.
I refuse to keep the wetsuits because I would be promoting a business that clearly does not care about their customer service. Appalling.

I just purchased a wetsuit and need a larger size. The company website states that there is a 30 day guarantee. Customer service has not returned my messages and no reply to my emails as yet.
I’m hoping that I don’t have the same poor customer service that others are complaining about.

They lack customer support. No one ever picks up the phone calls or respond to emails. Look elsewhere.

I took my damaged xterra wetsuit back to the company on July 10, 2015. I had purchased it on April 9, 2015. In those 3 months the seams in the arms had come apart, this had happened to at least 5 suits I have purchased from xterra. They have in the past given me a new suit sometimes I have paid an extra 100.00 for an upgrade as I did this time. They assured me they would contact me and to leave my suit with them. I have since July 10 called them 4 times. They have not returned my calls or let me know through an email what they will do with my suit. It is guaranteed for 2 years and I wore it for 3 months.
Today, July 21, I had not received a call back from xterra after 5 calls from me asking for a return call. So I called again today and was put on hold for awhile and then was connected to the owner. He asked me to come to the shop and discuss what could be done as I hav been given 7 wetsuits over a period of 3 years. He gave me an upgrade with no charge to me. I was very pleased with the result but it did take 11 days.

I met Jay at a dirt Triathlon. Being that it was my first time wearing a wetsuit and unable to pull it on, he came over and gave me lots of helpful tips. That’s when he mentioned that he works for Xterra Wetsuits. After the race, I came and asked Jay lots of questions about my wetsuit because I felt so constricted that I could not complete the swim portion. Apparently, my current Orca wetsuit that I bought online was 1 – 2 sizes too small. Jay was so kind and helpful, that I am currently looking online to buy an XTERRA wetsuit. He is an outstanding example of a helpful, knowledgeable employee… even when not in the office. THANKS Jay!!!

Had a situation but sales rep Jay reconciled the situation. Can’t wait to try out my suit

Purchased a wetsuit from them over the holidays. Package delivery was lost, contacted their rep by the name of Jackie Crosby. She keep stalling for more time, slowing down conversation. Been over a month now, problem Still Not Fixed. I asked for Refund, all she did was writing email back saying she Contacted FedEx. But her email is poorly written. Stating that FedEx «They have nothing that the driver stopped by your household.» Why did a FedEx Driver arrived to question?
At First I thought, Supporting CA brand merchandise, but Customer Service is so Bad that I do not recommend buying from Xterra.

Worst experienced ordering online. I tried to email Xterra regarding my pump, so they emailed me back on how to pump correctly (inflatable board) but then after several trials, it still didnt work. So I emailed them back, coz they said they were going to send me a new pump. Till now, I emailed them couple times, but no response. Thats very frustrating.

Absolute worst experience. Ordered suit Thurs last week online & paid 2 Day Shipping. On the site when placed order it said Fed Ex signature required. Great! Expected it to be delivered by early this week. Nope! First, never received an email confirmation with tracking info. Yet credit card was charged immediately. Second, Customer service is non-​existent. The phone number to customer service goes to voicemail every time and even after leaving a message and request for call back they don’t care to call their customer back! No call back whatsoever! On the chat all she could tell me was it was delivered yesterday. Left at the front door of apt. The website said signature required when I placed the order. All of a sudden the record says signature not required authorized! Authorized by who? Not me! Plus supposedly delivering it yesterday = 8 days = NOT 2 day shipping! Ugh! I never got the package and the company could care less. Worst service ever.

Great prices and great customer service. Brian was very helpful and knowledgeable. I highly recommend this place!

Have been surfing for over 50 years so I thought that didn’t need any help getting a triathlon wetsuit. Wrong answer. Betts took over a half an hour to get me to the right suit (sleeveless full med large) and gave some good hints on how to get into it without stressing the suit. Brian sealed the deal in a friendly, no pressure way with a nice price. The wetsuit is of the best quality that I have seen. You can’t go wrong at this place (right across the street from Costco).

Yesterday, I went to the showroom here in San Diego to attempt to rent a wetsuit (I am participating in my first triathlon tomorrow). Brian greeted me when I arrived and explained some of the tricks to getting into one of their wetsuits (much more challenging than I anticipated). Unfortunately, I was not able to find a size that fit me, but Brian was very encouraging and gave me an Xterra race belt so I would not leave empty handed. I would highly recommend renting here if you are doing a TRI in San Diego and need a wet suit. I need to slim down some more before I’ll be back, but I would definitely return.

I ordered a wetsuit at the beginning of August. It has not arrived. I emailed and called in mid-​August and was told it would be the end of the month. I emailed and called at the beginning of September and was told it would be the end of the month. It is now the beginning of October. No wetsuit. I received an email two days ago telling me that the wetsuit was shipped and giving me a FedEx tracking number. No such number exists. No one at FedEx could find any evidence that a package had recently been sent to my address. They have my money. I have no wetsuit. Not a company I would recommend doing business with.

Good deal. Excellent suits and a nice location.
Thumbs up.

Update*** xterra has fixed my problem and has definitely regained my confidence in their product. It did take a couple phone calls and emailing different people, but the end result is to my satisfaction. I will purchase and recommend xterra in the future.
bought a new wetsuit in May. only worn it about 5 times in training. Now the seams are unravelling. I e-​mailed about making a warranty claim. Have been told I can mail it back to them, which I have to pay for. They will then determine if they will fix it or replace it. Meanwhile, I have a race in less then a month and they have told me to purchase another suit from them and then send it back… So I have to pay for two extra shipping charges to send back a faulty suit. I’m not sure how they expect to keep repeat business if they send out defective items and then make the consumer pay for the return shipping. I certainly won’t ever be buying from them again. I’ve never heard of a company that sells online that makes you pay to ship back their defective product.

Amazing wetsuit! Best customer service ever. And they let you swim in your wetsuit for 30 days. What an amazing return policy!

Very disappointed with this wetsuit. I put it on inside and it was ok. Then, when I put it on for first swim, it ripped in 3 places in the leg. I sent it back under the 30 day guarantee and they returned it saying sorry it doesn’t cover damage. Poor construction if rips first time wear it. Stuck with this crappy suit with 3 holes in it. Very poor construction. Beware.