I ordered 3 small men’s tees and got 2 small and one medium. I’ve emailed them 4 times, filled in the online form and even tried to contact them on Facebook. It’s now 9 days But they are just ignoring... See more
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I recently ordered a pair of water shoes for paddleboarding, and on first inspection, they looked like the best pair I’ve had yet. Unfortunately, after just one wear, the glue around the front edgi... See more
Company replied
Great service! Absolutely on point - communication was on point, product was on sale I believe it was good value for money, delivery was timely too. They were just on the ball from order to delivery... See more
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Had some initial concerns that when we purchased this it was a scam due to the fact that we recieved no order confirmation just a very basic email saying thank you (literally just a sentance). However... See more
Company details
Written by the company
We are a UK based company with a passion for watersports. We encourage everyone to have a go at getting on the water by providing quality equipment at great prices. Find great SUP, paddle board and kayak deals at SUP Warehouse.
Contact info
United Kingdom
- support@sup-warehouse.com
- sup-warehouse.com
3.6
Average
219 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Love this company
Love this company! Great products, swiftly delivered and eco-friendly ethos. What more do you need in this day and age of limited resources and unlimited choices? Keep up the good work!
July 22, 2023
Reply from SUP Warehouse
Thank you so much for your brilliant review! We're so pleased to hear that you like our range of products, appreciate our delivery times, and share our eco-awareness.
Wishing you a fantastic day ahead!
All the best,
The SUP Warehouse Team
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Great boards and they turned up within…
Great boards and they turned up within a few days! The paddle board bags are very flimsy and the zip comes undone in the middle. However, customer support are on the ball, and hopefully will resolve the issue asap. other than that they service has been great.
August 14, 2023
Unprompted review
Reply from SUP Warehouse
Hi Philippa,
Thanks for taking the time to leave a review! Great to hear that the boards are performing well! Please accept our apologies for the faults with your bags. Our support team will pick up your ticket shortly. We are in contact with Samphire to secure replacement bags as our stock is currently depleted. Our support team should be able to offer you a partial refund to cover the cost of you sourcing your own replacement if required.
Any questions, please get in touch.
All the best,
The SUP Warehouse Team
Impeccable Service
I ordered two boards in the summer sale and had contacted the service to apply the discount conditions, which I overread in the buying process, in one of the to oders I issued. The service answered me and processed the refund the day I sent my request! Absolutely recommendable! Keep up the good work :)
August 18, 2023
Unprompted review
Reply from SUP Warehouse
Thank you so much for your wonderful feedback, Benedict! We're so pleased to hear about your positive experience with our support team. We're glad we could promptly assist you and process your refund in good time. We really appreciate your recommendation.
If you ever need anything else, feel free to reach out. We hope you enjoy your new boards once they arrive!
All the best,
The SUP Warehouse Team
UPDATE DO NOT USE THIS COMPANY. I wouldn’t even…
This has all been resolved now and a refund has been received.
DO NOT USE THIS COMPANY I wouldn’t even give this company 1 *
They never deliver the board I ordered and paid for. There is no way of contacting this company other than via email and since I have asked for a refund as goods have not been received. There has been complete radio silence. This is a complete rip off. They have stolen my money and ruined my family holiday.
August 14, 2023
Unprompted review
Reply from SUP Warehouse
We sincerely apologise for the inconvenience you have experienced with your recent order. We understand your frustration and we deeply regret any disruption this may have caused to your family holiday plans.
We want to assure you that we take your feedback seriously and are actively addressing the issue. It appears that there was an issue with the courier service regarding your delivery address, leading to your order being held at their depot. We understand that this situation has resulted in a delay in delivering the product you ordered.
Please know that we are working diligently to rectify this situation as quickly as possible. We have initiated the process to have the board returned to us so that we can expedite your refund. We understand the urgency of your situation and we are committed to resolving this matter promptly.
Once again, we deeply apologise for any inconvenience you have faced, and we assure you that we are taking immediate steps to ensure that this issue is resolved to your satisfaction.
If you have any further questions or concerns, please do not hesitate to reach out to us directly. We appreciate your patience and understanding as we work to resolve this matter.
Kind regards,
The SUP Warehouse Team
Very good value
Very good value.
I bought a SUP board from SUP warehouse I got looked at a board the was £800 in the sale for £299 I signed up to their newsletter got an extra 10% off and had another code for £50 so bought the board for just under £250. It came with everything you really need. I was going to buy one else where but glad I didn’t in the end else I would of spent £350 on one
June 19, 2023
Reply from SUP Warehouse
Thank you for taking the time to write a review, Neil! It's great to hear that you're pleased with your recent purchase.
We hope you're getting some great use out of your new SUP! Please feel free to reach out if you have any further feedback or ever require any assistance.
All the best,
The SUP Warehouse Team
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Selling refurbished boards?
Upon taking the paddle board away to use with a very excited child, removing it from the packaging the two molded fins were clearly bent and scuffed, with a puncture repair made on the bottom of the board. I bought this as a new board not a refurbished one.
I am awaiting a response so have stared it 3 for now for them to rectify the issue. The board itself is lovely and all the accessories are spot on. Quick delivery too. Having to pay for returns is not ideal but I'm assuming I will be refunded this as it's through no fault of my own.
August 6, 2023
Unprompted review
Reply from SUP Warehouse
Thank you for sharing your feedback with us, James.
We apologise for any inconvenience you've experienced with your recent purchase of the paddleboard.
We want to assure you that we only sell new boards, and it appears that there might have been an error in the processing of a previous return. We sincerely apologise for any disappointment this has caused, and we will endeavour to resolve this for you and take the necessary steps to prevent it from occurring again.
We appreciate your patience in giving us the opportunity to resolve this matter.
Regarding the return process, rest assured that any costs incurred due to the return will be fully refunded to you. It's our responsibility to make sure that this is rectified.
Thank you for your understanding. We will be in touch via email shortly.
Kind regards,
The SUP Warehouse Team
From start to finish the information…
From start to finish the information and advice has made the process of choosing a SUP very easy.
I was kept informed after placing my order and delivery was accurately predicted and politely achieved.
June 19, 2023
Reply from SUP Warehouse
That's fantastic to hear, Pamela! Thank you for sharing your positive experience with us!
Should you need any further assistance or have any questions, please don't hesitate to reach out.
Enjoy your new SUP! 🌊😊
All the best,
The SUP Warehouse Team
Ordered a board months ago never turned…
Ordered a board months ago never turned up, got a refund but I wanted a board which you state you have a warehouse full but can’t sell me one don’t understand your business model
June 19, 2023
Reply from SUP Warehouse
Hi Darren,
We appreciate you sharing your feedback with us.
We are truly sorry for the inconvenience caused by the non-delivery of your ordered board. It appears that the package was lost during transit, which is a rare occurrence, but nonetheless, it shouldn't have happened. We understand your frustration and disappointment, and we apologise for not meeting your expectations.
We promptly processed a refund as per your request to resolve the matter, but we completely understand your desire to have the board you initially ordered. Rest assured, we are still holding stock of your board at our UK warehouse, and we'd be more than happy to help you place a new order for the board anytime.
Once again, we apologise for any inconvenience this has caused you.
Please feel free to reach out to us if you decide to re-order or if you need any further assistance.
Kind regards,
The SUP Warehouse Team
Great website
Great website, very easy to use. Product built to a great standard and very stable on the water.
Delivery was swift and seamless. Difficult to pick any fault with the whole experience.
June 19, 2023
Reply from SUP Warehouse
Thank you so much for your fantastic review, Karl!
We're pleased to hear that you had a great experience with our website and found it easy to use. We're also delighted that you are pleased with the quality and stability of the product you purchased.
Your kind words mean a lot to our team. If there's anything else we can do to enhance your experience or if you have any further feedback, please don't hesitate to let us know.
Thank you once again for choosing SUP Warehouse.
Kind regards,
The SUP Warehouse Team
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Samphire SUP
Very happy with the board, easy delivery. Had an issue with the pump & the team sent me a new one, no charge or fuss. Lovely stuff!
June 19, 2023
Reply from SUP Warehouse
Thanks for the great review, Rhyse! We're glad you're happy with the board and the smooth delivery. We apologise again for the pump issue, but we're pleased we could quickly resolve this. If you need any further assistance, feel free to reach out.
Best regards,
The SUP Warehouse Team
Much like other large companies
Much like other large companies, sup warehouse own some of the brands that they sell on their site (such as samfire). There is nothing wrong with this, but it allows them to list said products at inflated prices and then heavily reduce them on their own site as a "sale" price.
This is not very trustworthy!
Be careful before rushing into purchasing a SUP in their sales. E.g £800 on the samfire site and £240 on sup warehouse.
Its still a good deal, but not as good as they want you to think.
July 25, 2023
Unprompted review
Reply from SUP Warehouse
Thank you for taking the time to share your feedback about our company. We appreciate all forms of feedback as it helps us understand our customers' concerns and areas where we can improve.
We want to address your concern regarding the pricing of certain brands, like Samphire, on our site. Please allow us to clarify the situation and shed some light on our pricing strategy.
Our business approach allows us to maintain strict quality control and ensure that our customers receive the best products possible. However, we apologise if our pricing tactics have given the impression of inflated prices followed by drastic discounts.
Our pricing strategy aims to strike a balance between providing competitive prices and offering only products with exceptional quality to our valued customers. Our prices are primarily intended to make these products more accessible.
In regards to the price difference you observed between our site and the Samphire website, we would like to mention that pricing can vary due to various factors, including promotions, product availability, and agreements with manufacturers.
Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you and make your shopping experience with us a positive one.
Once again, thank you for sharing your thoughts.
Best regards,
The SUP Warehouse Team
Quick delivery
May 21, 2023
Reply from SUP Warehouse
Thank you for your review, Douglas! We're glad to hear that your order was delivered in good time. If you have any further questions or need assistance, please don't hesitate to reach out. We hope you're enjoying your new paddleboard!
Best regards,
The SUP Warehouse Team
Felt like a scam
Took my money and didn’t deliver. Messed me about and was very unhelpful. Would never use this company. Felt like a scam.
May 22, 2023
Reply from SUP Warehouse
Dear Steven,
We are sorry to hear about the issues you experienced with your recent order. We deeply apologise for the inconvenience caused by the lost delivery and any frustrations you may have encountered while trying to resolve the situation.
After investigating the matter, we found that your order was shipped as scheduled, but unfortunately, the package was mishandled, resulting in its loss. We understand how frustrating it can be to expect a delivery and not receive it.
Your order has been refunded in full.
We sincerely apologize for any delays or miscommunications you experienced during the resolution process. We strive to provide excellent customer service, and we deeply regret that we fell short of your expectations this time.
If there's anything else we can do to rectify the situation or assist you further, please let us know. We value your feedback and would appreciate another opportunity to serve you better in the future.
Kind regards,
The SUP Warehouse Team
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Poor after care
Very pleased with the paddle board until the pump broke. Reached out to the company as it was purchased less than 12 months ago. They initially responded asking for pictures which I provided, and we’ve heard nothing since, despite follow up requests. Customer after care is poor. Great company if things go right, not so much when things go wrong.
June 5, 2023
Unprompted review
Reply from SUP Warehouse
Dear Joanne,
Thank you for sharing your feedback regarding your recent experience with us. We apologise for any inconvenience caused by the issue with your paddle board pump and the subsequent lack of communication from our customer care team.
We take customer satisfaction seriously, and it's disheartening to hear that our after-care support did not meet your expectations. We would like to investigate this matter further and address your concerns, but unfortunately, without your order information, we are unable to locate your specific case in our system.
Our support team is diligent and strives to respond to every query promptly. It's possible that there might have been a technical glitch or a communication error that caused our team to miss your follow-up requests. However, we can't confirm this without your order details.
To assist you better, we kindly request that you contact us via our contact form on our website or from an alternative email address. Please include your order number and reference this Trustpilot review in your message. By providing these details, our dedicated support team will be able to promptly investigate the issue and provide you with the assistance you require.
Once again, we apologise for the inconvenience caused and appreciate your patience in resolving this matter. We value your feedback and will work diligently to reach a solution for you.
Thank you for choosing SUP Warehouse, and we look forward to hearing from you soon.
Best regards,
The SUP Warehouse Team
Great fun at a really good price
Great fun at a really good price, with everything included.
April 26, 2023
Reply from SUP Warehouse
Thanks for the awesome review, Paul! We're glad to hear you're having a blast on your new paddleboard. Happy paddling!
The SUP Warehouse Team
Can't fault them 10/10
Can't fault them.
Order process: Easy
Delivery: On time
Quality: Awesome
Repeat Customer: Definitely
June 6, 2023
Unprompted review
Reply from SUP Warehouse
Thank you for your positive review, Peter! We're so pleased to hear that you're happy with your purchase and that it exceeded your expectations in every way. We're glad to hear that you plan to return, and that you're satisfied with the order process.
Thank you for choosing us and we hope to serve you again in the future!
Best regards,
The SUP Warehouse Team
Good value SUP
The SUP when it arrived was great. The only reason for the 4 star is that is took a while between ordering and delivery
April 10, 2023
Reply from SUP Warehouse
Thanks for taking the time to leave a review, David. We are happy to hear that you are pleased with your purchase.
Your feedback regarding delivery times is greatly appreciated. In the case of your order, the stock was located at our EU warehouse, which caused a slight delay in UK delivery. We have taken your feedback on board and have since updated our website to reflect stock location. As a result, delivery estimates are now far more accurate.
Thank you once again for your feedback. Please do not hesitate to contact us if you have any further concerns or feedback.
Best regards,
The SUP Warehouse Team
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They broke within 3 days of having them
April 18, 2023
Reply from SUP Warehouse
Dear Shanon,
We are sorry to hear about your broken sunglasses. Unfortunately, accidental damages are not covered under our warranty policy. However, we would be happy to assist you with a replacement or repair at a discounted price. Please feel free to reach out to our customer service team for further assistance.
Best regards,
The SUP Warehouse Team
Amazing 💪
Bought my first SUP board through these guys…amazing, excellent piece of kit, excellent delivery, excellent value for money, thank you 💪👌.
April 11, 2023
Reply from SUP Warehouse
Thank you so much for your amazing review, Sarah!
We're thrilled to hear that you had an excellent experience purchasing your first SUP board from us. Our team takes pride in delivering high-quality products and exceptional customer service, so we're grateful for your kind words.
Thank you for choosing us and for your support! 🙏 We hope you have a blast out on the water 🏄♀️🏄♂️ and enjoy the beautiful scenery 🌊🏝️🌞🌴.
Best regards,
The SUP Warehouse Team
Great service as always
April 8, 2023
Reply from SUP Warehouse
Thanks for the awesome review, Deborah! We appreciate your continued support.
Best regards,
The SUP Warehouse Team
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