HawaiiSurf consistently delivers fast and careful shipping, with many customers noting items arrive in perfect condition, well protected packaging, and delivery times meeting or exceeding expectations. The store earns praise for attentive, professional, and responsive customer service, including helpful phone support, proactive follow-up, and knowledgeable recommendations that align with customers’ needs. Product quality and accuracy are highlighted across a range of items, from boards to wetsuits, with descriptions matching expectations and favorable price-quality perceptions. The return process and after-sales support are described as efficient and reliable, with quick responses and easy handling when returns are needed.
Order deadlines not respected at all, board finally received but damaged.
After 2 months of waiting, numerous emails, messenger messages, and calls, I have no response from the store.
I am therefore very disappointed and really not ready to place another order with you! I do not recommend this site.
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Response from HawaiiSurf
Hello,
You ordered your board on Thursday 27/07 at 10:15 PM with a delay of 3-4 working days after the order was processed, order received on Friday with a pickup request made the same day for the earliest possible (the following Tuesday according to the store's hours). We sent it out as quickly as possible at the beginning of the following week as it was impossible earlier, you chose and were able to pick it up on Friday of that same week, 04/08, with preparation and delivery completed in 5 working days (counting our Monday closure).
In any case, we are sorry that the board finally arrived one day late.
To say that you have had no response is a bit exaggerated; we ourselves, after perpetual follow-ups, have not received any feedback from Géodis regarding your delivery and continue to chase them.
We will therefore proceed to refund the shipping costs on our part while waiting for the carrier to respond, who is doing everything to bury the matter.
You could see upon unpacking that maximum care was taken in preparation to ensure the surf arrived in good condition; however, it was slightly damaged on the nose during transport. The zero-risk does not exist, unfortunately, for any purchase made through a delivery provider; on a surfboard that we sold at a loss with a €270 saving, we could not make any additional gesture. We offered you a return or sending a repair kit so that even if you had something to do, your reserve would not be impacted by this transport issue, which you refused.
We are sorry that your order did not go perfectly, however, your review is slightly exaggerated in every way as we have tried to find a solution.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 04/09/2017
Despite the presence on the delivery site, the package was dropped off at a relay point. Thank you TNT! I will not order through TNT again.
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A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/09/2017
Delivery scheduled for Monday and arrived on Wednesday, otherwise it's cool.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 27/08/2017
Too bad, product not available but still referenced, billing error so a bit better to do
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Response from HawaiiSurf
Hello,
We apologize for your order, unfortunately during the sales more products were put on the shelves, and with the influx of the period despite the prices we offered some customers still treated themselves at our expense in our aisles..
We are sorry for the bad news and will send the rest of the order and refund the difference as soon as possible.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/08/2017
the boxes of my products arrived with several dents, fortunately the products were intact.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/08/2017
Payment of an additional euro for home delivery and I receive a message saying that the delivery person dropped it directly at the relay
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Response from HawaiiSurf
Hello,
We are sorry to read your review, we are reporting the issue to TNT as this is not the service for which we hired and pay them. On our side, we have initiated the refund for your shipping costs and apologize for your delivery.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/08/2017
The packaging is getting worse and worse
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/08/2017
Some delays in responding to messages sent, but that was due to the holidays.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/08/2017
One of the items in my order arrived damaged. Customer service is extremely slow and unresponsive. To this day my problem is still not resolved.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/08/2017
Like a site to avoid, I have a very bad memory of it, 15 days to receive a delivery, my package was lost and it was me, the customer, who had to SEARCH to demand that it be delivered to me.
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Response from HawaiiSurf
Hello, you indicate that you have a bad memory of our store, however, on your 13 orders with us, we have no record of product returns and over €1200 in savings on your purchases, which leads me to wonder at what point you have a good memory of your online purchases. Moreover, this order is the first of your orders to encounter a shipping problem, this is unfortunately a risk for any online purchase, we strive to resolve this as quickly as possible but it takes time, we have engaged in multiple steps and follow-ups to retrieve your package, it is therefore very unlikely that your call or DPD promised you a return of the package within 48 hours is responsible for its return within 10 days but I understood well on the phone that it was a difficult fact to assimilate. Delivery issues are common problems for all online sellers and are accidents that happen without prior reasons, if a site that saves you more than a minimum wage on a dozen orders becomes a site to blacklist for a single delivery issue, it is better not to consume online anymore. Best regards, Romain, HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/07/2017
Item no longer in stock, order delivered with more than a week delay
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/07/2017
PATHETIC. I STRONGLY ADVISE AGAINST. They can't even respond to emails whether on Messenger Facebook or regular email. I requested a refund for a product ordered on July 27, 2017, which I have never received to this day. One wonders if one should contact the DGCCRF to obtain the refund.
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Response from HawaiiSurf
Hello, We apologize for the lack of feedback, we could not ship the order because the skateboard was ordered with a national shipping fee but a delivery to La Réunion. We have urgently requested a refund on Paypal. Best regards, Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/08/2017
The prices of the products change every time I reload the page (the Sale).
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 09/08/2017
TNT delivery at almost 10€ and not able to deliver in less than a week...
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Response from HawaiiSurf
Hello, We apologize for the delay in delivering your order, we shipped the board a bit late on the 11th for delivery between the 12th and the 14th, I cannot tell you why TNT took longer. We will refund your shipping costs. (7.90€, as close to 10 as 79 is to 100) Best regards, Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/08/2017
Order placed on the site for a promotional price swim shorts from the brand Rip Curl. In the end, product not available in stock and a cheaper replacement product than what I had taken and from the brand Oakley. Disappointed and I am waiting to see if I will be debited then credited...
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 31/07/2017
This order is a supplement to my order 1098556: you sent me both orders in the same package, and charged as if two packages had been sent, i.e. 2x 20eur = 40eur. I have written to the 'roller' service, then to the 'orders and delivery' service, I have received no response or any refund of 1x the shipping costs, i.e. 20eur. It's dishonest, and I will not buy anything from you again.
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Response from HawaiiSurf
Hello, The refund is indeed in progress, with the sales we have quite a bit of processing, the second shipping fee will be refunded via your payment method at the beginning of next week. We had indicated to you to place your order as a supplement in 'Hawaiisurf store pickup' to avoid paying a second shipping fee and the delay in refunding it. Best regards, Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/07/2017
Ergonomic site, interesting prices, lots of choices.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 31/07/2017
Size error
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 31/07/2017
I am thinking of buying a set of 5 Gorilla fins on sale, but there is a problem: I end up with a set of 3 fins for a board that I wanted to equip in quad. The very high price (145 euros) for only 3 fins (I deliberately avoid taking FCSII which is a bit expensive for my taste) is apparently due to the materials (gold or platinum certainly).
After a call to Customer Service, I was told that it is specified in the description that it is a set of 3 fins. I checked the site from several different places, with PC or MAC, Firefox or Google Chrome, the descriptions are empty.
So inform yourself before ordering to avoid ending up with 1 fin at 100 euros. I will not order from this site again.
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Response from HawaiiSurf
Hello,
We apologize for your order, on one hand the prices are set by the brands and distributors, and we retailers have little freedom on these prices outside of sale periods. Secondly, it was clearly indicated that it was a set of three fins in the description, plus one of the additional photos clearly showed the three fins in one view.
Well aware that this is not what you expected, a return is always possible for a refund.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 12/07/2017
I had to drive 30 kilometers on mountain roads after work to pick up my package because the delivery person was too lazy to do their job. But it still cost me about 10 euros in shipping fees while most other sportswear sites of this kind are free and deliver to home!! So you can thank TNT and that thanks to their lazy delivery people you just lost at least 2 customers and I will not recommend your services.
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Response from HawaiiSurf
Hello,
We are sorry to read your review, the delivery of your package was reported to TNT on the day the notice was deposited but we have not received any feedback until now.
We will refund you the shipping cost of your order as it does not correspond at all to the quality for which you and we were charged.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/07/2017
Delay on the order but item finally delivered and in excellent condition.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 02/07/2017
I had a 10€ discount code that I registered during payment but it was not validated when I contacted customer service, I was told I would be called back, I'm still waiting and otherwise they would deduct it from the next purchase. So upon arrival, it's always the customer who suffers. Personally, I will not recommend your site.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 15/07/2017
No one to answer my questions. Romain very very light.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 07/07/2017
Good quality board but slightly scratched upon arrival (hence the -50%? In any case, not specified on the product sheet)
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/07/2017
The delivery by TNT is deplorable! We made a change of delivery (to a relay point instead of the home address); the package was indicated as delivered since Wednesday morning, it was still not present at the relay point Thursday afternoon! Following a call to TNT this morning, the package reappeared at the relay point! What a shock when upon receiving the package the box was completely open and the bag containing the purchased items was the same!!!! Unacceptable to pay for a service and not be sure to have your package intact!!!
No worries regarding the hawaiisurf site itself
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Response from HawaiiSurf
Hello,
Indeed this is unacceptable, were all the items present and in good condition?
I will proceed with the refund of your shipping costs.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/07/2017
The size does not match and I did not see that we could not return the product.
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Response from HawaiiSurf
Hello,
If the size of the item does not match, you can definitely return it for an exchange, credit (within 100 days) or refund (within 14 days after receipt). It has never been otherwise. Where did you read that returns were prohibited?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/07/2017
A smooth and quite simple site. It is easy to find the items you want. The numerous photos help in decision-making.
Speed of ordering and shipping of goods. However, several times, items placed in the cart disappeared, forcing me to change my choice. Yet the next day I receive an email informing me that my cart is still active. Too bad!!! and not very cool.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/07/2017
Very good site, however I requested a Picture tank top and received the t-shirt version... the receipt with the package clearly states 'Tank'
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/07/2017
First and last time I order from this site. How can you lose my package without even sending it? Lack of professionalism. SITE TO AVOID!
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Response from HawaiiSurf
Hello,
We are sorry for your order, you simply ordered a successful item at the end of the season. It has probably been stolen resulting in a stock error. An error that can happen on all e-commerce sites.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/07/2017
The package arrived faster than expected, that's a good point, but the shoebox was very damaged... Fortunately, the shoes were intact.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 17/05/2017
The mention 'If ordered before 3 PM' is just for decoration. My order was shipped on the day it was supposed to arrive... A blatant lack of professionalism; if you display delivery times, you should respect them, otherwise don't display them at all.
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Response from HawaiiSurf
Hello,
We apologize for the shipment of your order from June 8th, which was sent on June 9th with a one-day delay. You can verify on this same page of verified reviews that the mention 'If ordered before 3 PM' is not just decoration.
We do our best to ensure our orders arrive on time, but like all online sellers, sometimes there can be a mishap with an order.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/05/2017
I didn't know if I had really paid
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/05/2017
Clear site
Delivery delayed by 3 days
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 16/05/2017
Perfect reception on time, just the brake ordered is difficult to adapt for the frx it seems that this brake is not intended for this model..
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/05/2017
Interesting prices, when you receive the right product. Two orders, twice delivered a product that does not match what I ordered...... And the refund of the return shipping costs refunded up to €10, when you pay €15 to return the product..... Not professional! I will not repeat the experience.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/05/2017
Fast shipping. The only downside is that when the item needs to be returned, the costs are borne by the customer
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/05/2017
No particular issues with the order, item / price very interesting.
Preparation of the order was very quick.
However, the delivery provider (TNT) is really unprofessional.
I placed 2 orders, and for both, no one came to deliver the package (even though I paid a total of 15€ extra for that ...). The packages were directly dropped off at a parcel relay.
And today I learned that the 2nd package was misdirected and is ... "lost"?
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/05/2017
the bag containing the brake pad was torn and weirdly open but it is perfect.
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Response from HawaiiSurf
Hello,
The packaging was open because the brake pads are packaged two by Rollerblade, however it is rare to need two brakes at once so we offer them individually.
We apologize and understand that this may have caught your attention upon receipt.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/03/2017
Bad pickup point
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Response from HawaiiSurf
Hello miss,
We apologize for this incident, but please know that the management of pickup points is the responsibility of the carrier in the case of a delivery error.
When we modify the destination of an order, it is either because the pickup point no longer exists or it is likely to close for vacation within the next 10 days. Indeed, packages are stored at the pickup point for a maximum of 10 days, so the pickup point must be open for you to go there.
Therefore, we choose the closest pickup point for you, and if it is located at an unreasonable distance from your initial pickup point, we contact you to find an arrangement.
Did you receive the tracking of your order giving you the address of the new pickup point?
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 13/03/2017
After several deliveries, no issues
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