Bluefin SUP Reviews

Name: Bluefin SUP
Address: Keelham Farm, Wadsworth, Hebden Bridge, Hebden Bridge, United Kingdom
Rating: 4.73

4.7 Rating 2,136 Reviews

93 %

of reviewers recommend Bluefin SUP

4.7

Based on 2,136 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 68%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Bluefin SUP:

About Bluefin SUP:
Bluefin is a family-run business based in Hebden Bridge in West Yorkshire. The team has grown up around the sea. Holidaying on the coast of Scotland, their love of the ocean has grown from a hobby to a successful company, now providing SUPs to people all over the World.

Our Product Range:
We offer a wide and diverse range of SUP boards to suit everybody, whether you’re an avid paddle boarder or just starting out. If you’re looking for an all-rounder we recommend our Cruise range which comes in 4 different sizes ranging from 8ft to 15ft. If you’re a more advanced paddle-boarder then take a look at our Cruise Carbon range.

For the explorer and adventurer, take a look at our Sprint range, our Sprint paddle-boards benefit from a long profile & angled nose that cuts through the water with each stroke. Choose between the 10’8 & 12′ depending on your height & weight or the 15′ for longer distance paddling & tandem use.

If you’ve fancied doing Yoga on the water then we have our wider range of paddleboards starting with the Aqua Fit, the perfect balance & space. It also paddles perfectly as an all-around board. If you have a large group of friends but can only take 1 paddleboard then the 18ft Mammoth board is one to look at, great for group activities and can fit 10 people on deck at once for some serious paddling teamwork.

Where we service:
We ship to every corner of the world! Including the United Kingdom, Germany, Italy, France, Netherlands, Spain, United States, Australia.

Why Bluefin SUP:
Every board you buy comes with a 5-year manufacturer warranty to cover any manufacturing faults, starting from the date of delivery.

We are a globally trusted brand, we are totally committed to providing quality, innovation, and outstanding customer service.

Visit Website

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Bluefin SUP 5 star review on 25th March 2023

Anonymous

Bluefin SUP 5 star review on 17th August 2022

Sup Planet Earth

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Terrible website, I was told my purchase was cancelled because the payment didn’t go through, 2 weeks later they have now taken the payment, still no board! I have since bought the board through Amazon! The board itself gets 5 stars as it really is brilliant, but Bluefin the company doesn’t know whether they are coming or going!”

Helpful Report

Hi there, so sorry for the mix up here. I cannot see that the order came into a cancelled status until you requested the cancellation yourself, but apologies if this happened. We have since made improvements with the order process to reduce any confusion and although I'm glad to see you like the product, it's sad to see you don't rate the service. We'll take this on board and look for more ways to improve in future. Regards Ella

“The customer ‘service’ I have received is appalling. I was assured that boards would be delivered by Aug 20th in time for a family holiday. It is now mid sept - still no boards and no decent replies from their team. We are all facing tough times and a simple human response and a proper apology would have really helped but these folks really don’t get it. I cannot imagine what it would be like if there was a problem with the boards or had to deal with them for customer service. I have been asking for a refund now and this is simply ignored. Other SUP providers should rest happy if this is the way bluefin treat their customers.”

Helpful Report

Hi there, so sorry to read about your experience with us. We have experience stocking issues this year, and we hold our hands up to this - we know that we have let people down and for this we really are sorry. Since, we have put new processes in place to ensure we have contingencies for in stock dates, and that they are worst case scenario but have had great success with orders arriving much before their date. I am in no way trying to rub salt into the wound, I just want to show you that we are taking feedback on board and actioning change to improve the experience for our customers. I cannot see an email requesting a refund, but it could be the way our system is set up - so if there's anything we can to resolve this for you please email us back so the support team can look into this for you. Regards Ella

“Delivered with a hole so wouldn’t inflate. After 2 months of trying every avenue to contact a representative of the company, I got a flippant response just telling me I can patch it myself. No customer service at all. Warranty is worthless because the company will not respond to any problems. Offers of free items are deceptive and misleading because the items (e.g. a camera) are on sale elsewhere for a quarter of the value stated by Bluefin. Being conned like this has been a horrible experience and the boards are a big outlay so I would advise potential buyers to avoid this company.”

Helpful Report

Hi there, so sorry to read your review. After looking into this, I can see we offered to return this for repair for you. Sorry if the initial response seemed flippant, we are working on amending our wording as things can often come across in written form in the wrong tone. The RRP of the camera was the RRP given by the company who manufacture the item so we just went with this for our advertising but we will be careful to check these details if we are to run any future offers. If there's anything we can do to improve your view of our company, please do reach out to our support team who will be more than happy to help. Regards Ella

“Two weeks no dispatch date, no idea what is going on! They are happy enough to take your money and then leave you with nothing. Oh but they will send you automated emails just to rub salt in the wound. A disgusting way to treat customers who are paying substantial amounts of their hard earned money! It would have been nice to use this review process to actually review a Bluefin SUP. Disappointing!”

Helpful Report

Hey James- so sorry to hear the issues you had with your order. I can see from our system that we have been in touch with you to resolve this and discuss things in more depth. If there's anything else we can do to help, please email back and we'll be more than happy to help. Regards Ella

“I received my first paddle board and the box was already a mess. It was damaged and broken. When I looked inside it was missing the FINS, phone protector and repair kit. After waiting for ONE MONTH this is the first impression I get from this brand. I expected more...Since it’s not a cheap paddle board. I can’t even start paddleboarding because I don’t have my fins!! Terrible customer service, still waiting for replies”

Helpful Report

Hi there - please accept my apologies for this. This is not how we wish for our items to turn up and this has been fed back to our manufacturers so things like this aren't missed in future. As you did not wish for us to issue the missing items for you and requested a refund, we authorised the return for you and I trust this resolved the issue for you - although I appreciate it would have been much more suited to have a complete package in the first instance. If there's anything else we can do to improve your view of Bluefin, please let us know by contacting the support team. Regards Ella

“Ordered 2 boards over 10 days ago spending £1300 and have only just had ONE delivered. Sent emails about the missing board no response, phones no working. Would some please contact me !! Order number OR0068249 😡”

Helpful Report

Hi James - I can see that our management team have already reached out to you regarding this but have not yet received a response. Please could you check your spam so this can be discussed with you :) Regards Ella

“After the second use the product began leaking air in several places under the deck pad. Company is completely unresponsive to warranty/repair claims. For a very expensive product this is extremely dissapointing.”

Helpful Report

Hey Tom, sorry for the issue with your board. With the system we have for emails, each time an email is sent you get taken down in the queue as it's classed as a new enquiry so it doesn't take the date of your initial query - this is something we're working to fix with the software developers, so I'm so sorry for the delayed response for you. I can see, however, that we resolved this for you by authorising a return :) If we can do anything else to improve your experience, please do reach out to our support team. Regards Ella

“When I tried to inflate the board for the first time there was a hole in the side and air rushed out. Bluefin will not respond to me at all; the phones are off and they haven’t replied to numerous emails and contact forms. So the offer of a warranty means nothing and it is really scary to have paid a lot of money for a defective product to a company who hide away and offer no customer service at all.”

Helpful Report

Hi Chris - sorry to hear about the board issue. At the time of your contact, we had switched our phone lines off to ensure that we could reply to all emails within a reasonable time frame - although we know this could and should have been communicated to our customers better. Looking on the support system, I can see that we arranged for a return for repair, fully abiding by our warranty terms for your item. We never refuse help/assistance, we were simply overwhelmed at the time and I am truly sorry that this affected you. If you need anything else, please reach out to the support team and they will gladly assist :) Regards Ella

“Still haven’t received the board i PREORDERED..... They over sold their boards said the stock would be back in on the 17th ( it was supposed to be shipped on the 3rd) How do you sell some thing you don’t have?????!!!. I haven’t so much as had an email about what status of my order . Never ever again will i go through this company. I just want my board and be done .”

Helpful Report

Hi Jessica, please accept my apologies for the issues with your order. Due to the global pandemic, there were supply chain delays in getting the stock from our manufacturers which we did not plan for. From the order number you have left linking to your review, I can see that we upgraded you and provided you the tracking within 3 working days of the 17th (our dispatch time). We have learnt from our mistakes this year and have many new processes and staff in place to ensure this doesn't happen again - mainly on the pre-order side. If there's anything we can do to improve your view of Bluefin, please feel free to email our support team and they will be more than happy to help. Regards Ella

“Board 6 months old used first time valve broken contacted bluefin the only way to contact them is via email. Asked if they would replace valve & they have still not responded. Bad customer service, 5 yr warranty means nothing. Very disappointed I will have to now send back to amazon for refund. I think I will buy an aquaplanet as cheaper & more robust. Very disappointed.”

Helpful Report

Hi Debbie - I've just responded to your other review :) Regards Ella

“on first using the board the valve was stuck on out which meant I could inflate it but as soon as I removed pump air rushed out. I purchased through amazon who said happy to refund however the.board is now £150 more than I paid for it out of season. I therefore wanted to keep sup & contacted bluefin to ask for a replacement valve however the customer service is bad you can’t phone them as get an answer machine telling you to email. I contacted them on Sunday initially I got two emails back my last email was please send me a new valve & no response. I tried contacting them via Facebook but no response. So looks like will have to send it back. They say they have 5 year warranty!!!!! The person I went with has a Aquaplanet it’s cheaper than bluefin & more robust. I don’t like leaving bad reviews but when a company won’t communicate with you that’s the most annoying thing so disappointed.”

Helpful Report

Hi Debbie, sorry to hear about the valve issue. Amazon don't stock spares for us so will only offer a refund in those instances but our warranty applies on all Amazon verified purchases. Our phone lines were switched off at the time of your order due to a mass influx of email requests for the support team and we wanted to ensure we still had a timely (as possibly) response time for our customers. I can see that we requested a confirmation of your address so the replacement valve could be sent out, but as we didn't receive a response it was assumed the issue was resolved. If there's anything we can do to resolve this for you now, please feel free to reach out to our support team who can assist. Regards Ella

“The Board arrived late, it was damaged and had bulges in the drop stitch on the first Inflation. The repair kit was smashed and doesn't come with glue! The customer service is awful, it takes three days to get a reply. I have returned the first board and am still waiting weeks later for a replacement to be sent out to me. What a shambles. The warranty is only 12 months not 5 years. Save your money, buy a red paddle Co instead.”

Helpful Report

Hi James, so sorry about your order. This is not the experience we want our customers to have! At the time of your order, we had a huge surge on demand for our support team which resulted in the 72 hours response team we put in place. This was designed to manage customers expectations as the team simply could not get through the amount of queries coming through in the usual 24 hour response time we have. The demand on our warehouse also increased, which sadly resulted in delays getting orders dispatched. I can see the replacement was issued and delivered to you and as we haven't heard back since, I hope this means everything is now OK for you. Our warranty is 5 years for all new SUPs, the 12 months is for refurbs only :) Regards Ella

“Disgusting company to deal with. Suing them for fraud - how can they possibly say this weights 44kg, charged my for an SUP and sent a battery pump - avoid at all costs”

Helpful Report

Hi Fiona, I think there's been a misunderstanding here. The 44kg is relating to the weight of the item that is a cost Bluefin covers - this is not charged to you. If there's anything we can do to help / clear this up, please reach out to our support team so they can assist :) Regards Ella

“I ordered my SUP mid May. Now, June 22 I have no information about the delivery status. Questions to customer support remain unanswered. There is no possibility to cancel my order. Very bad support!”

Helpful Report

Hi Andreas, sorry for the late response to you - I can see you ordered a pre-order item, meaning the stock wasn't in our possession when you purchased, and the date of 17-06-2020 was your given dispatch date. From the contact with us, you had emailed late June, and the support team replied with your tracking within the 72 hour response time so I believe everything is OK for you :) If you have any further comments/feedback, please email our support team and they can assist. Regards Ella

“Today is exactly one month since I placed an order with Bluefin. I still have no idea what is happening to my order. Apparently, contacting their logistics partner and finding out what is happening to my order is too big of a task for the customer support at Bluefin. Every time I ask their support, someone else answers with no effort to solve my case. I am extremely disappointed. I wanted to be patient and solve it quietly but seeing the incompetence of bluefin customer support, I am getting tired of chasing them. I guess it will have to be 1 star from me for the Bluefin crew. I specifically selected a UK brand hoping for reliable product and service. Shame it came to my writing this publicly, since I always avoid social media as a problem solving tool. Beware fellow paddlers!”

Helpful Report

Hi there - so sorry about the issues with your order. Due to overloading in the UPS network, we had a period in time where we had orders without tracking that we had definitely dispatched from our warehouse. This is something we have learnt from, and have new systems in place to ensure this cannot happen again. Due to the vast number of queries in the support system and different agents being available at different times, this was the reason for different support agents responding to your query. I can see the item was concluded as lost by the courier and subsequently we issued a refund for you. I am very sorry the experience for you wasn't better, but I can assure you if you were to shop with us again, you would have a much better experience. Regards Ella

“After reading all the positive comments on Bluefin on social media we ordered a board including the offered free electric pump. The order was confirmed by Bluefin. We then got contacted by Bluefin support via email with the information that the electric pump would be out of stock (despite the order confirmation) and the question whether we would accept a GoPro camera instead. We answered "no" (already own a camera) and asked for other compensation. Bluefin support now answered that the offer has expired and did not offer anything at all as compensation. Bluefin stated the value of the pump at 129 Euro. Not the behaviour we would expect from a business that advertises with 5 years warranty ... If Bluefin cannot resolve this the board will go back.”

Helpful Report

Hi Claudia, So sorry for the mix up on your order. I can see that Jo resolved this for you by offering an alternative offer as well as the pump to be sent at a later date - we would never leave customers without any form of compensation or alternative offer. I trust this has resolved your issue but please feel free to reach out to our support team and they'll be happy to help! Regards Ella

“I ordered two SUPs and did not get the orders. Now the customer service did not solve my problem and did not pay my money back. I waited 2 months!!!! Horrible!!!”

Helpful Report

Hi there - sadly we cannot locate you on our system as no name or order details have been provided. It sounds very unlike our team to not provide a refund if goods were not delivered. If this still needs looking into, please email our support team and they will be more than happy to help. Regards Ella

“Ordered two sups, one was not back in stock until later in June. The other was in stock, NO mention of the in stock being held up as both being delivered at the same time. Money been taken from my card already... waited 57 mins on hold sent email and messages no response. I have friends who have your boards and they are excellent which is why I've ordered two from you.. but the customer service side needs some attention.. perhaps even switching back on your web online chat might help... If you need assistance then shout we can help you with the web side of things”

Helpful Report

Hi Paul - so sorry to hear about the issues with your order and for taking so long to get back to you here. We have seen a 10-15x increase on demand for our support team and they have been working tirelessly since the lockdowns were enforced, to do the best for our customers. Bluefin made the decision to switch off the phones and live chat, so the support team could focus on emails solely to ensure a timely response could be given on there - we should, however, have communicated this better to you all and this is something we have taken on board. We have also increase staffing in the department, but training takes time to ensure it is done correctly. I know this doesn't change what happened for you, but I hope you can see we're listening to the feedback and making changes to improve the customer experience :) Regards Ella

“I ordered the Carbon Cruise 10"8. I queried when this would be delivered 24 hours later as i had not received an email to confirm a delivery date to be told this item was out of stock. I enquired further to seek when this would be in stock to be given pre-generated emails for 3 days from Sophie before cancelling my order. I am currently on hold to the number provided on the website and have been on hold for 1 hour and 45 minutes. Extremely poor customer service, spending a lot of money on a board, i expected more. I dread to think how any issues later would be resolved, i'd expect the 5 year guarantee to be useless.”

Helpful Report

Hi there - sorry to hear about your experience with us! At the time of your order, we were experiencing delays with couriers and a huge influx of support requests (10-15x more than usual) so our Customer Service team were doing the very best they could. We should have communicated this better, but we decided to switch off the phone lines and keep all contact via email as we would have then had a backlog of emails, and we also had new employees onboarding to help the department but wanted to make the training quicker. This is by no means excusing what happened, but I just wanted to provide you with some context to explain the position we were in at the time. We have new procedures and processes in place to help us deal with any future surges, to ensure a better experience for our customers. If there's anything we can do to improve your view on Bluefin SUPs, please feel free to reach out to our support team who will be on hand to help. Regards Ella

“I know right now is a trying time for many businesses throughout the world; but when I purchase almost a 2000$ item and ask for ANY information regarding relative shipping dates, clarification on misleading prices, or why my order did not qualify for their special offers. I do not typically expect it to take longer than a week to get back to me on any of the issues. But such has been the case, I'm sure the board will be great when it arrives, but the customer service auto-generated responses are really getting on my nerves.”

Helpful Report

Hey Brynn, sorry for the late reply to your review. We've been spending so much time focusing on getting responses back to customers via email. As you pointed out, at the time of your order, we were facing unprecedented times as a business, which seems to have impacted your experience with us - and for this, we're truly sorry. We implemented the auto response as a way to let customers know we had received their query and would get back to them, so nobody felt like they were being ignored. Certain things this year have just been way out of our control, but they have provided us with a lot of lessons learnt and new procedures in place to ensure this kind of thing doesn't happen again. Should you wish to discuss anything further, please reach out to our support team who will be on hand to help. Regards Ella

Bluefin SUP is rated 4.7 based on 2,136 reviews