Address: Woodmill Ln, Southampton, SO18 2JR, United Kingdom
Phone: +442380172189
Rating: 4.6
based on 235 reviews.
Customer Service
Pros:
"Phone calls received from one of their customer service team, and then from the owner to double check everything had been resolved."
"Hands down the most helpful, friendly, informed, and trustworthy premium paddleboard company in the UK."
"Everyone is friendly and helpful but not pushy at all, and really just want to help you find the right board for you."
"I called SUP and spoke to a couple of the staff members, both super knowledgable and helpful."
"Very helpful and friendly staff."
"Great staff who spent time discussing options with me with no pressure to buy."
"The staff at the SUP company were really helpful."
Cons:
"They contact me after taking my money and try to get me to pay £60 for shipping because shipping is apparently 'more than we expected'."
"Staff were helpful although I would have liked more definitive factual reasons why one board is better than another."
"The communication from this company is appalling, they’ve retained my money with no reason or explanation as to why which is tantamount to theft."
"Their Customer Service is a disgrace."
"Poor communication, poor after sale service. Product not as described. Rude and unhelpful."
"Online chat support had a feel of being ignored."
"Unfortunately once the items were paid for I discovered after sales service was non existent."
Delivery & Shipping
Pros:
"I ordered a Red dryrobe on a Wednesday and it was delivered less than 24 hours later."
"Delivery was fast and efficient."
"Ordered and got my SUP the next day, couldn’t be easier."
"Ordered a Fanatic paddle board on the website, was dispatched and at my doorstep in 48hrs, couldn't have asked for a better service."
"Approved and my board arrived the next day!!"
"Received the board the next day at no delivery cost."
"The board arrived promptly on the day expected."
Cons:
"Item should have been delivered next day but arrived the day after."
"Website says they have the paddle I want in stock, so I drive over to get it and some advice. Get good advice (this time) but they haven't got the paddle, which I wanted for a training session today."
"Starboard composite SUP, which was supposed to be in stock a week after my order took weeks to be in stock with zero explanation from the company."
"Board did not arrive on said day. Waited in for a full second day for board to arrive at 7pm, 2 lost days!"
"Ordered a wetsuit and it said ‘item in stock dispatched in 4-5 days’ but on the website they offer to have it delivered the within 1-2 days when ordering within x hours."
"I Received it one month late, cause of delayed from manufacturer."
"To start with delivery took way longer than promised."
Product Quality
Pros:
"The SUP we bought is excellent and has given us many hours of entertainment already."
"The products are fantastic, the service offered is superb."
"The board is amazing and I'm very happy with it."
"The board is awesome and we can't wait to hit the coast....Cheers all at The SUP Company!"
"The board is very firm and straightforward to put together."
"It’s amazingly good quality."
"Obviously a well constructed and robust construction. V happy."
Cons:
"I was sent a damaged (box cutter?), perhaps used kayak."
"Was sold a defective paddle from FANATIC. Requested for warranty, submitted all necessary informations and photos. Warranty approved in 2021 and that's the end I heard from them."
"However I recently noticed the fin box has developed a small crack."
"When my sup finally got delivered (9/6/2020) I carefully inspected the box for damages etc. but it looked fine. I unpacked it the same evening only to find a big dent in the bottom of the board the next morning in broad daylight."
"The paddle I was less impressed with as on its first putting the paint had flaked off on the paddle almost looking like the surface was not prepared correctly before painting."
"Quick delivery but poor service. I ordered the Fanatic Air Pure SUP, which did arrive quickly. However it was missing the bolt to attach the fin, and the fin provided did not fit the board."
"Board handles well, but has a little less width than others, meaning slightly less stable."