Secret Spot Ltd

Ordered a new FW surfboard from this company in July. The sale was painless and they were friendly and easy to deal with. The board then turned up and had a defective deck and glass job. It had very small pin holes, weren’t smooth and made me worry about water seeping in. Called the shop and the owner was very re-assuring saying won’t be a problem we’ll sort you out, Firewire are excellent with this stuff, etc, etc. FW were consulted and they acknowledged there could have been a ‘cosmetic’ issue on the glass job but shouldn’t affect the quality. Got offered 10% discount to keep the board and a peace of mind guarantee if anything went wrong. I wasn’t keen on this but went with it having been re-assured by the owner and them obviously not wanting to lose a sale and I actually wanting a board!1st surf in and the board sustains a sizeable crack on the top of the deck. Bounds of water has got in as I only realised when I saw my board was damp when we had a heatwave for a week. This was on 24/06.Spoke to the shop again and told I’d get a replacement board and they’d take the current one back. Eventually on 10/07 I was sent a new one.This second one was far different from the first, the wood colouring on the deck looked like two different pieces of wood had been used and it basically looked like a ‘cut and shut’. Maybe some would prefer the lighter wood look but it certainly wasn’t what I was expecting and in comparison to the first board was a totally different look. The leash plug was also a different colour and referenced a different ‘level’ so not a like for like on the first board. I spoke to a different shop and they confirmed that ‘level 1’ and ‘gold’ were different.By this point I didn’t want to keep the second one and though it could just be sent back with the original damaged one so packed them both up ready for courier collection to go together.Boards sent back and the shop refunded me but not in full. I paid out for a new board, a tail pad and paid delivery. I ended up being short changed £50. I lost out on a £38 tail pad because that went back with the defective board and on the £10 delivery. I can understand the delivery element but not refunding me on the product I bought from them on a board that wasn’t fit to be used is downright wrong.I got in touch via email on multiple occasions to explain my thoughts on this but since then they ignored my emails which has led me to warn others of their service.I spent over £700 to get a surfboard and as soon as I needed help I had to chase them for everything and to top it off am left without a board and down on money, time spent and wasted time. To finish it off they couldn’t be bothered to explain their rationale for what the amount they refunded me.My experience with this company has taught me that the true measure of a business’s customer service is not when it’s easy making the sale but when things go wrong and you really need their help.AVOID and go to boardshop.co.uk instead. (Re-posted this as it appears they’ve cleared their reviews and started again)

Just bought my wife and I some Patagonia jackets - shop staff brilliant as were the warehouse staff when I enquired about availability.Will definitely be visiting again

Using the click and collect service i picked up a wetsuit boots and gloves. Excellent service prices and knowledge. First time surf experience for my girlfriend she loved it. Thanks guys

The staff at the factory are brilliant. Ikky gave me all the advice, support and encouragement. After trying on three wetsuits, I found the right suit for me. Ikky was so friendly and knowledgeable. I also purchased two bodyboards and booties.Thanks guys.

Bought a new wetsuit from these guys through click and collect, price was the best I’d seen & let me try it on before leaving to make sure it was a good fit. 5*

Great store! I've shopped with them online and in store and always had great service. They have knowledgeable staff and stock great brands.