Hurley Reviews

Hurley as a company has become complete trash. I have always liked their products and quality so this review is specifically about their customer support team and poor service execution when shopping directly from Hurley.com. To begin, their shipping times (from order date to order shipped) have increased substantially over the past year. It is understandable that the pandemic was to blame for a long time, but they continue to blame their absurdly long times on COVID 19 and reasons such as "warehouse relocation" (not mentioned prior to purchasing). I do realize they are based out of California so COVID 19 interruptions/delays differ based on location, but I have ordered many, many products from other California-based companies recently and can confirm they aren't experiencing these issues. Hurley also uses FedEx which is literally rated as one of the worst shipping providers. As far as their customer support representatives go, I have interacted with about 4 or 5 and it's fair to say they do not understand the meaning of customer service etiquette. They always seem to have attitudes and give off the impression as if you are placing a burden on their time. They seem careless in their minimal efforts to provide any assistance at all. Some lack basic communication skills such as ending a conversation with a "goodbye". For example, my latest representative was less than pleasant when telling me I needed to wait one more day to receive a refund for something that is clearly lost (my order was placed over one month ago and shipped over 2 weeks ago). After saying "thank you, I'll call back tomorrow", he just hung up. Now, I do understand there are protocols that must be followed and some of the issues fall on Fedex. Waiting another day for an intervention or refund is not a problem for me (I have already been waiting over 1 month, so what's one more day), but a little human decency and practical application of good manners in the way that message is delivered can completely change the customer experience. Unfortunately, this does not seem to be an isolated experience as a simple Google search regarding Hurley reviews can confirm. My advice to anyone looking to purchase Hurley products, would be to avoid direct purchases through the company. Utilize Brick and Mortar stores or online companies that offer Hurley products. Just be sure to buy from companies that actually seem to care about their customers. As for me, I will no longer be purchasing from Hurley.com.

Got shorts for my birthday. They had been ordered weeks before.
Tried them on when I returned from a trip.
Didn't fit.
32 days after ordering: no returns accepted.
What a helpful company! They really understand their customers. NEVER BUYING FROM THEM AGAIN.

Never received my item that i purchased.
Never got a confirmation e-mail which made me raise an eyebrow but instead got text messages from Fedex saying it had been delivered when it hadn't. I have cctv on my house so i know if the driver came or not and no delivery attempt was made. These guys are a scam. Dont waste your time with these low lives. They'll eventually dig their own grave.

One star is too much for this company!!

Ordered a size 10, received a used and repacked size 12, and they didn't even answer my support request to send a replacement, nothing, no answer at all..

Have to file a claim with Visa to get my money back...

Hi All,
customer support is unavailable. I am not able to return purchased products.
I did not thought, a big company like hurley could have such a bad customer support.

DO NOT BUY FROM THESE GUYS DIRECT ONLINE! These guys offer ‘insurance’ on products they sell for an extra fee. Loss is already built into their pricing and they then try to get more. It’s per item not per order so if you do buy it and not purposely on all items, whatever you don’t get, you don’t get and they don’t care. THEY then use FedEx to ship and you pay for that as well. Again, if you don’t get your merchandise and you have not purchased their insurance and you don’t have their ‘insurance’, they tell you to call and fight it out with FedEx on your own. Good luck with that!

I wish I could leave a zero star review. The most incompetent ecommerce experience ever. Ordered 23 days ago and still no sign, awful customer response. Do not use !

Complete garbage, used to be a good brand, I just purchased a cap and Bennie and they are cheap crap , I’ll never buy Hurley again

Very poor customer service - received a new Hurley jacket with a used face mask in its pocket, pretty disgusting discovery and service when I was forced to pay the return postage for the jacket!! I would avoid Hurley and eshopworld over this one

Purchased an expensive wetsuit as a gift. Used the delivery guide & added a couple of days for any challenges. What a nightmare! The product was untraceable for 5 days - just disappeared & then I kept getting their “watch the tracking” cut & paste email. There was NO tracking to watch. So told them I no longer wanted the item after 2 weeks as they also did not know where it was. Asked for a refund…. Got told I had to wait for it to turn up & then return it & then they would give me a refund - less shipping. What? Why do I have to wait for a refund on a product that disappeared and then pay for shipping. This is Your logistics problem Hurley - not mine. As the product disappeared I went to an alternative brand to purchase (which turned up in 3 days fully traceable) e-shopping on Hurley - Do not bother! They have managed to completely destroy a loyal customer. I will NEVER buy from them again. Customer service is absolutely awful.