Roark Avis 

Bought on sale shirt but it was not obvious that it was not returnable. Shady practices. Buyer beware. Never buying from them again.

I made a purchase through Roark’s UK website. I must admit upfront, that I made an initial order with an incorrect old postal address (something I should have checked, but seems to be a common issue with the Shop app). After placing the order, I spoke to a lovely lady at their customer service who said she would see if it was possible to change the address on the parcel. In the meantime, I decided to place a second order, because I needed the items for a particular event. The second order (to the correct address) arrived less than 24 hours later.

The items are great quality, fit well and feel lovely. No complaints at all about the products. Still waiting on Roark to cancel my first order that is still in limbo, but customer service are always quick to respond and I have no concern that the order will be cancelled accordingly. If the company could improve, I guess it would be to tighten up their order and returns processes. But otherwise, I’ve had a generally positive experience all round!

My first order with Roark and the customer service experience was horrible! Their website clearly states they ship all orders via FedEx and that standard shipping ships same day as the order. I had an upcoming vacation and placed an order understanding it would arrive time based on this information. Roark took four days to ship then sent it via USPS. And good luck communicating with their customer service team! Takes days to respond and contact is only by email one you get past their chat bot.

neck stretched out two weeks after I bought it every time I take it off or put it on the fabric makes a snapping sound like fabric breaking now the neck is completely stretched out I paid $60 + for this shirt nice graphics crappy material can't recommend them I won't be buying anymore products from them.

I’ve placed many orders directly with Roark over the years and have generally had great experiences. I like their clothes, the quality, and the brand overall. However, I’ve noticed a recurring issue when ordering sale items, and it’s been disappointing.

When I order full-price items, they typically ship within their advertised one-business-day turnaround. That hasn’t been the case with sale orders. On my most recent order:

The order is about a week and a half old with no shipping update. Customer support has been responsive, but they haven’t been able to provide a clear shipping timeline, which is frustrating.

Half of the order was eventually canceled due to items being out of stock. Support indicated this happened because the order hadn’t shipped in time, which shifted the impact of their fulfillment delays onto the customer.

To add to the confusion, several of the items listed as out of stock were still available for purchase on their website in the same size. That creates an inconsistent and frustrating experience.

This same pattern has occurred on my last two sale orders. I really like Roark’s products and hope they can improve their sale-order fulfillment and inventory accuracy, but the current process makes it hard not to look elsewhere.

I was really hesitant about using this company as previous reviews didn’t look great but I’ve got absolutely no complaints at all.
The shirt I bought was great quality,a great fit and I received my order quicker than expected-what more can you ask for?
I would definitely use this company again if I ever see anything else I like.

On a positive note, I have bought a jackets and shorts from Roark before and I'm happy with the process and quality of clothing. The t-shirts have nice designs, but the quality of fabric is very poor!

HOWEVER - they currently have EVERY ITEM ON SALE and have 'sneaked' a line into there returns policy stating sale items are not refundable. This seems very unusual to me and unfortunately I was unaware of this at the time of ordering numerous items. After a long delay and numerous emails they have now refunded me as a 'gesture of goodwill'.

There are plenty of similar brands with much better products and MUCH IMPROVED CUSTOMER SERVICE. I wont be shopping with Roark again.

I put in an online order and my old address auto filled as I pressed confirm. Immediately reached out to customer service and was told by an ai bot that the order is already processed and nothing they could do. Took 3 emails and 6 hours to get to a human. The human was just as useless. Terrible customer service. Will never order again.

I have always appreciated Roark for building a strong surf team and producing meaningful content that genuinely supports surf culture, as well as for offering practical, good-quality products suited to both everyday life and adventure.

Unfortunately, over time—and in my opinion, like many other surf brands—the overall quality seems to have significantly declined. Within the past year and a half, I’ve had disappointing experiences with four different products: an uncomfortable boardshort that caused heavy irritation due to poor stitching; a T-shirt that already developed a hole near the chest pocket; an outdoor jacket with a zipper that is impractical to use; and a shirt that is already losing color at the elbows.

What makes this even more disappointing is that samples I purchased eight years ago are still in much better condition today. It’s sad to see a brand that once stood for durable, practical products at a reasonable price move away from what made it strong in the first place.

Clearly states on their website that duty to UK is included but I received an email from courier asking for me to pay £77 duty. I refused to pay and asked to be refunded and customer services have now gone silent, will have to contact my credit card company to try and recover my money.

I’m extremely disappointed with my experience with Roark. I returned the item over a month ago, and I haven't received any refund or follow-up communication. I’ve contacted them multiple times through different channels, but they’ve completely ignored every message.

Also, I had to return my item because they didn't meet the delivery timeframe stated on their website either.

Please, think twice before placing an order with them, you will be scammed and it is a lot of money.

Had to return an item and change its size. It's been over a month since they received my product (I had to assume 20 EU shipping costs) and I have not heard back from the company. 0 communication, 0 transparency, I have no visibility whatsoever on the status of my order; nothing. Worst CS I have ever seen in e-commerce. I Had to escalate the case with PayPal; still no answer from the store. Abusive and unacceptable. Never buying again from them.

It took three days to receive the return label. Returns cost £10, and you must print the label and take it to the post office only from Monday to Friday (they do not accept returns on the weekend!).