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December 2023 by Tasita Garcia
Aw man hate to write this but hope management sees it and do better!Recently - Jacks has fallen short of expectations. When assistance was needed, no employees were inside; they were outside skateboarding in the parking lot. This lack of customer service was disappointing.. In the past there were genuinely great people providing great service. I mean BEYOND helpful. Unfortunately, the current experience doesn't match the quality service Jack's was known for. Hoping for an improvement in customer focus.
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December 2023 by MD UZZAL HOSSAIN FARMER
Great service and very cool staff.
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November 2023 by Leala King
Really upsetting return policy. For a surf shop that sells their own brand of goods, they should understand that you’re going to use it and if it breaks they should take it back. They don’t stand behind their products at all. Understandable since it is just a cheaply made product that they slapped a logo on, but I guess I had higher expectations of a local shop. Don’t buy any jacks brand gear.
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October 2023 by Thomas Sapin
Bad quality stuff and really bad customer service. They don’t back any of their own products. I bought a surf hat, and it ripped immediately in the water on a 1-2 foot day. I went back to return it, they wouldn’t offer any sort of help. Don’t stand by any of their own gear. If you go there. DON’T buy any Jacks stuff.
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October 2023 by Kevin Ramirez
Really good store for clothes, and skate gear. The staff are nice, and very helpful.
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September 2023 by Sebastian Naum
Ugh, this was a pretty painful shopping experience. So, I swung by and ended up in the waiting game Olympics for a grand total of 38 freakin' minutes just to check out!Now, don't get me wrong, most of the employees working there were all nice and trying to be helpful (except the manager). They were scratching their heads over my rewards account, which apparently decided to have a meltdown right there. But guess what? Only my account! They played nice with other accounts just fine. After a bunch of trial and error, they had to bring in the manager.So there she comes, the manager, with her superhero cape on, manually figuring out I got $60 worth of points. But then, plot twist, my account was giving her the silent treatment. Like, the points were ready to party, but my account was just off in its own little universe, sipping a cosmic smoothie or something. So since she wasn going to apply the $60 credit i figured it was worth the super long wait.So she summons the corporate cavalry! Two more people swoop in, and guess what? We're still playing the waiting game. It's like a real-life soap opera at this point. After almost forever, corporate finally calls back, and what do we get? The manager, who can't even look me in the eye, drops the bomb that my account is as empty as my patience tank. No points, no explanation, nada. Even though she had already confirmed I had $60 credit given my long list of past purchases.I get it, glitches happen. But come on, the whole 40-minute spectacle and all I got was a "Sorry, not sorry" kind of vibe. It would've been nice if they threw me a bone, like a discount or a freebie, for turning me into a human hourglass.Props to the peeps trying to sort the mess, but management needs to dial up their customer service game. Like, sort out tech tantrums without making us wait for a mini eternity. SoCal vibe, people! We're all about that chill life, not standing around forever while my non-existent points do the cha-cha with the Bermuda Triangle.
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August 2023 by Gianna V
Sales associates and helpful and friendly. Shout out to Abi! I came in with my daughter and pup for skateboard elbow pads. She greeted us with a huge smile and answered all my daughters questions. We got what we needed plus a treat for the pup and a sticker for the kid. Great vibe.
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March 2023 by Shane Gibson
Zach and team are the best! They went above and beyond to get me a board while I was in transit through LAX. Absolute life savers!
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January 2023 by Da Archduke Franz Ferdinand
The Guy who helped me over the phone was patient and helped me ?? most refreshing customer service ive had in a while omg
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December 2022 by Pierre-Henri OUTTIER
I came to jacks to buy a surfboard, asked the seller to mount the fins as I was hoping they would do a better job than me, I was wrong. After my first session, I realised a fin was already gone.( I didn't touch anything while surfing). I called the shop and they refused to replace my fin, and were not apologetic at all. They just said I should buy new ones in Malibu...
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November 2022 by Stephen L.
Incredibly frustrating experience. I recently purchased a set of Rip Curl booty's, the SOS Slide on System Flash Bomb 3mm however, after each surf session (three now) they fill up with about 4oz of water. There is no way I can continue using these as they are seriously defective. When I explained this, and showed them photos, they basically just said; "well, that's unfortunate but there is nothing we can do, its up to you to resolve it with Rip Curl, not us." I have made it a point to support my local surf shop so have always purchased products over the years at Jack in Santa Monica. However, that seems to mean very little to them based on their attitude and interest in helping to resolve this issue for me. They do not stand by their product so I will not support them moving forward. I suggest you look for your products elsewhere too as the next defective purchase could be yours.
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November 2022 by Grant Kessler
Emerson was super helpful, professional, and friendly in picking out a surfboard ?
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August 2022 by Samantha Keown
I was very impressed with this store. The size and selection of merchandise was amazing. Very clean and organized. Staff was friendly and helpful. Will definitely be back.
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July 2022 by Phil Ahn
The store is very clean and has a huge selection for everything you can think of. For me the positive vibe quickly turned into huge disappointment by the quality of service. I probably spent around $800 in merchandise (longboard, wetsuit, LEASH, accessories, and clothing) The guy who initially helped me, I'm not going to give names because I don't want them to get fired, forgot to include the leash in my shopping bag. I came home and realized the leash was not there so I called them and asked about the leash. They told me they will look for it but the only answer I got back was that I was the one who lost it because they wrapped the leash on the board. Why would you do that when the board is going on top of the rack on my car? Second, that turned out to be not true because I have a photo! I am generally an agreeable person but I dislike when people make excuses for their mistakes. The leash was only $30 but I am not going to back to this place because of the poor customer service. If you ever go to this shop, don't expect any service because there isn't any.
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May 2022 by Wesley “Wesfest” Morton
I came into Jack’s looking to up my surf game. Shane was the absolute man, taking me through the shop for almost hour showing me different board options and really listening to my needs.We ended up picking out a 6’6” beauty and he even kitted it out for me, putting in a stomp pad, leash, and matching wet suit. Got a 20% discount for buying them with the board. Great service and very cool staff. Highly recommend.
