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.
Delivery in 48 hours absolutely not respected, but well valued on the site. I had bought for this speed of delivery but it turned out to be much longer than what is generally done. However, material in good condition, products conform. I would not recommend this site, the announcement of a delivery in 48 hours (working days) being a false promise (package dropped off at the carrier on Tuesday while ordered on Sunday plus delay from the carrier).
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Response from HawaiiSurf
Hello Madam, I understand your disappointment and I am sorry. The Tour de France having passed through Bayonne, where our shipping center is located, some routes have been closed and some carriers could not pick up our packages. We make it a point to ship your orders as quickly as possible, delivery is usually one of the strong points of our brand. I hope you will have the opportunity to trust us again on your next order. I wish you a nice day and a good long weekend. Cécilia from HawaiiSurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 26/06/2023
Order okay, but information requested by email as there was no response by phone, and no return...
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Response from HawaiiSurf
Hello Sir, I am sorry that your request went unanswered. A response was made, but due to a mishandling, the message did not reach you and I apologize for that. We are available from 9 AM to 1 PM and from 2 PM to 6 PM for any requests, and we will be happy to respond to you. Have a nice day. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/05/2023
Bad customer service experience at Hawaii Surf
My board arrived defective, 7 days to finally have it picked up and the sending of another received 7 days later
It took 14 days to finally get the board
No commercial gesture was made despite the delays.
I do not recommend
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Response from HawaiiSurf
Hello Sir, I understand your dissatisfaction regarding this board that had a quality defect from the brand. As soon as we had their agreement, a delivery person came to pick up the board according to your availability and we proceeded to send a new board as soon as the delivery person took charge of it. I am sorry for the delay caused, I hope this new board has brought you satisfaction. I wish you a nice day. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 13/05/2023
The photo of the item matched the model of this year, but the item received is the model from 2 years ago. So indeed if we check the item code present in the description, it is the old model. But well, non-contractual photos are quite tricky. Average experience as a result.
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Response from HawaiiSurf
Hello, I am sorry that the item you received does not match the model you ordered, it is an error. This information has been reported to the concerned service and a modification of the visual has been made. I have contacted you directly in your customer area to offer you an adapted solution. I wish you a very good day. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/03/2023
Overall good, good price, good customer service, but it's a shame that return shipping costs are at our expense when the size is not right...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/02/2023
Can still improve
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Response from HawaiiSurf
Hello, We thank you for ordering from Hawaiisurf. Your order was delivered within 48 hours. The package was well packed and the products were compliant. You indicated that a sole was missing in the roller you ordered. However, this roller is delivered without a sole as the foam of the boot naturally adapts to the feet. We have still contacted the brand to give you an official response. As you may have noticed, we did our best to provide you with quality service. If you are not satisfied, we invite you to send us suggestions for improvement. Hoping to see you again soon on Hawaiisurf. Have a nice day Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/02/2023
I received my order but I find the shipping costs a bit too high.
A very light swimsuit can fit in an envelope, right?
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Response from HawaiiSurf
Hello, I hear your dissatisfaction. We have chosen to offer a flat rate that does not take into account the weight or volume of the ordered products. I have still noted your comment and passed it on to the logistics department. Hoping that the swimsuit you ordered pleases you. Don't hesitate to contact me for more information via your customer area. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 18/01/2023
Very disappointed with the service provided. I ordered a fragile item, and it was delivered to the customer by tossing it over a two-meter gate. I hope the item is not damaged, given the price and fragility of the product. Very disappointed, if the item is not functional, I expect a commercial gesture.
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Response from HawaiiSurf
Hello, I have noted your message. I apologize for the anomaly encountered with your order. The delivery person in charge of your delivery did not follow the procedure, and I will make sure to report this to our account manager so that a reminder of the procedure is given to the delivery person. I have contacted you via your customer area to get more details about the condition of the jacket received. See you soon. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/01/2023
No more
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/12/2022
The customer service refused to send me a prepaid label to return the rollers that were too small for my son, while they could not offer me a larger size. I had to pay 21.30 euros to return them. I am very disappointed and will not recommend on this site. I have no money to lose like this. Best regards.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 22/12/2022
The online image of the product does not match the received item.
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Response from HawaiiSurf
Hello, Indeed after checking, the sweater that appears on the site is darker and I am sorry for that. Following your message, I see that my colleague Tom has sent you a prepaid return label for you to return it to us. Upon receipt, we will proceed with a full refund of your order. I hope this will not tarnish the trust you have placed in us. I wish you a nice day. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 18/12/2022
The nitro socks in the photo do not match the photo
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Response from HawaiiSurf
Hello, I apologize for this anomaly. In order to offer you an appropriate solution, I have contacted you directly via email on your Hawaiisurf account. I look forward to your response. See you soon, Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/10/2022
Very good responsiveness from the sales service who quickly found the product I was looking for. The only problem was that it was slightly damaged upon arrival...
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Response from HawaiiSurf
Hello, I am sorry for this anomaly. We sent you a message on 04/11 asking for photos of the packaging in order to handle your complaint and offer you a solution. Unless I am mistaken, our message remains unanswered to this day. Awaiting your response. Good afternoon. Cecilia from Hawaiisurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/12/2022
I managed to order. 2 weeks later I received an email saying that the model was no longer available in stock.
Moreover, the choice of the carrier GLS is not relevant. We don't know when they come.
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Response from HawaiiSurf
Hello Sir, First of all, I would like to apologize for this anomaly. We had a computer problem that meant we were not aware of this stock error earlier, I am truly sorry. This anomaly has been reported to the relevant department so that it does not happen again. We processed the refund of your order as soon as we received your return and I see that you were able to reorder a new equivalent item. I sincerely apologize again for this anomaly and remain available for any further requests. Hoping to see you again soon. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/11/2022
I feel like I was robbed. I thought I was buying a 4/3 and I received a 3/2. They lure you with an interesting price on the product you are looking for and when you get to the reservation moment, they change it for another one. I wasn't vigilant enough and ended up getting caught. Once, not twice!
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Response from HawaiiSurf
Hello, We are sorry that your experience on our site was not good. Unfortunately, the products in your cart can only be selected by you. However, our customer service remains at your disposal for any request for exchange or product return. The whole Hawaiisurf team wishes you a good day Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 16/07/2022
Some items are defective and the photos do not match the color of the product.
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Response from HawaiiSurf
Hello, We are sorry that you are not satisfied with the products you ordered. Our customer service is at your disposal for any inquiries related to your order. The entire Hawaiisurf team thanks you for your loyalty and hopes to see you soon. Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/12/2022
The trucks should be sold in pairs by default.
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Response from HawaiiSurf
Hello Nicolas, We are sorry that offering trucks individually does not suit you. We chose to operate this way to give some customers who only want to change one truck the opportunity to buy just one. The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/09/2022
My order went well, however my son's order was much less so: a board broke after 2 outings in small waves and the customer service is non-existent, no warranty I would not have ordered from Hawaii surf knowing this
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Response from HawaiiSurf
Hello, We are sorry that your son's experience was not good. We did our best for the brand to consider your request for after-sales service, however, they concluded that it was not a defect of the board. We remain at your disposal for any further requests on this subject. Have a great day. See you soon Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/10/2022
The wheels of my rollers are damaged when they should be new, I contacted customer service and received no response.
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Response from HawaiiSurf
Hello Madam, I am sorry to read that the wheels received seem to have been used. After checking, I cannot find any trace of your complaint. I have therefore sent you a message on your Hawaiisurf account to find a suitable solution together. I look forward to your response and remain available for any requests. See you soon. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/09/2022
I have ordered several times on the site, usually it's clean but this time I am very disappointed with the quality of the packaging. The box was just made for the size of a board (and it contained a board + a grip + 2 independent hollow trucks) so the grip was severely bent on the edges under the board, so once out of the box it is unusable, straight to the trash, the trucks pressed against the board left nice marks on the front of the board, very disappointed this time, not sure to order from you again.
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Response from HawaiiSurf
Hello, I would like to apologize for the problem encountered. In order to find a solution together, I have contacted you directly on your Hawaiisurf account. Rest assured, I have reported the issue to the relevant department so that it does not happen again. While waiting for your response, I wish you a pleasant day. See you soon. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 28/08/2022
1 item was missing from my order and the packaging was already half open upon arrival.
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Response from HawaiiSurf
Hello Sir, I am sincerely sorry for the state in which you received your package. In order to handle your complaint, I have sent you a message on your Hawaiisurf account to find a solution together. While waiting for your response, I wish you a nice day. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 18/08/2022
Bad experience
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Response from HawaiiSurf
Good morning, sir, After the return of your order, you had requested an exchange. However, due to human error, a refund was processed and I am very sorry. We have done everything necessary to ensure you receive the original price. Your order will be prepared and shipped as soon as possible. I apologize again for the problem and wish you a good end of the day and a very good weekend. Cécilia from Hawaiisurf
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/07/2022
We ordered via click and collect at a Hawaiisurf store in Saint Jean de Luz. The post office informs us that the package could not be delivered because they could not find the address, whereas we never requested a Colissimo. We had to request to be delivered again but we did not know the postal code... A nightmare without a name after managing to call the post office after 35 minutes to finally be delivered to a relay point 20m from the shop in click and collect.
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Response from HawaiiSurf
Hello, First of all, I thank you for your order and I apologize for the delivery issue encountered. Colissimo is the carrier used when you select the free delivery in Click & Collect to deliver to the chosen store. For your next order, do not hesitate to contact us, our team will be happy to assist you. I wish you a great day. Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 02/07/2022
Fast deliveries but the item was damaged in two places...
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Response from HawaiiSurf
Hello Auriane, We are sorry for this inconvenience, we will pass this information to our logistics service. We invite you to contact our customer service who will find a solution to this delivery incident. I wish you a pleasant day. Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 29/06/2022
Hello I ordered a skateboard from you, it arrived slightly marked on the tail due to poor packaging, otherwise the deadline was respected...
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Response from HawaiiSurf
Hello Steven, We are sorry for this inconvenience, we will pass this information on to our logistics department. We also invite you to contact our customer service who will find a solution to this delivery incident. I wish you a nice day. Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/06/2022
Pickup at the Paris store
Delivery times not respected
Package opened
Sticker absent from the package
Too bad it wasn't checked at the time of pickup ...
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Response from HawaiiSurf
Hello, We are sorry that the delivery time was not respected, we will do what is necessary to ensure this does not happen again. Your package was opened and I apologize for that, our sellers in-store are required to open your package to verify that the products match your order. Finally, we provide stickers upon request, you can contact our customer service, they will be happy to send you stickers. We hope we have answered all your requests. The entire Hawaiisurf team wishes you a pleasant day
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 16/06/2022
Information problem. During the purchase, 5 sites are offered for click & collect. In the confirmation email of availability, ZERO reminder of the address or order number. On the site, there are only 4 listed addresses (mine was the 5th obviously, untraceable!)
And when I finally found my package, the friendliness of the sellers, managing dozens of pickup sites, was terrible…
The products themselves are okay, but the customer experience was awful.
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Response from HawaiiSurf
Hello, I am sorry that you did not find the information you were looking for on our site. Please note that you can find the delivery address of your order in your customer area / My orders / View details. To facilitate your experience, we have added the mentioned information in our "Stores & Click & Collect" section. I have noted your comments and will make sure to pass the information to the relevant people to improve our service quality. I wish you a great day. Tom from Hawaiisurf
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/05/2022
I have not received my order
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Response from HawaiiSurf
Hello, We have received your email regarding a delivery issue. We have sent you a sworn statement of non-delivery to fill out so that we can initiate the complaint procedure with GLS. To date, we are still waiting for this completed and signed form from you. As soon as we receive it, we will start the procedure. The entire Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 15/05/2022
I am not at all satisfied. When I opened the package, I realized that you had made a mistake with the items I ordered. I therefore returned the item to recover the one I ordered. To date, still no news after 15 days, and moreover I had ordered for a birthday that has already well passed. I find this not very serious
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Response from HawaiiSurf
Hello, An error did indeed occur during the preparation of your order. As soon as we became aware of the problem, we organized a return of the merchandise and proceeded with the refund. To compensate you for this issue, we have sent you a promo code to waive shipping fees on a future order. We hope these solutions were satisfactory for you. The entire Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 27/04/2022
I had requested to pay in installments and it didn't really happen, I was disappointed because it left me overdrawn on my bank account and I had to pay fees.
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Response from HawaiiSurf
Hello, We are sorry for this inconvenience, you made a classic PayPal payment. We do not interfere with your choice of payment method. We invite you to contact the payment provider to find a solution to this problem. The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/04/2022
I succeeded but the site was a bit buggy and each page took several minutes to display.
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Response from HawaiiSurf
Hello, We are sorry for this inconvenience, our technical team will contact you to understand where this problem came from. We hope that despite everything, you were satisfied with the service. Hawaiisurf The whole Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/02/2022
I am satisfied with the received material, with the welcome in the store. However, I am not at all satisfied with the service provided by the site. The delivery was more than poor, lost packages. I requested compensation in return but never received a response!
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Response from HawaiiSurf
Hello Pierre Alexandre,
We are sorry that you were disappointed by the experience on our website. Your package was lost by the carrier; however, we reacted immediately to resend you a skateboard via express delivery. If you were not satisfied with our service, we invite you to get back to us so that we can find a satisfactory solution.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 26/02/2022
I ordered a bare board, very good delivery but lacking protection inside the package.
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Response from HawaiiSurf
Hello Thomas,
Thank you for your interest in our website. Your comment has been forwarded to our logistics team for service improvement.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 07/02/2022
Not very good, obviously because the return is not free.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/01/2022
Nothing went well but knowing the brand since I was a child and given that I got nice stickers I remain kind... but nothing went well, due to a stock error I spent 3 weeks resolving the issue with them before receiving everything I ordered... but the customer service, although very slow and not reactive (weak), accompanied me without causing me harm. I would have liked a more involved customer service nonetheless especially for a large order like mine.
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Response from HawaiiSurf
Hello,
We are sorry that your experience was negative. We take note of your comments which will help us improve our customer service.
The entire Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 29/01/2022
Very disappointed with the carrier!
I had to check with several neighbors to find my package which arrived opened and tested!
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Response from HawaiiSurf
Hello,
We are sorry for this inconvenience. That is why we offer our customers different carriers. Our customer service has done its best to help you find the package.
We hope that the experience on our website was not disappointing.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 31/01/2022
Package poorly wrapped, the grip rubbed against the board, I am disappointed by the lack of professionalism of your company.
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Response from HawaiiSurf
Hello,
We are sorry for the inconvenience caused, an error occurred during the preparation of your order. You can contact our customer service for a goodwill gesture. We hope this solution will compensate for your inconvenience.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/02/2022
Some navigation bugs like errors after using the back arrow.
Little information on products in stock in physical stores
The site indicated a size 44.5 on the ordered product (only size available) and finally the product received is a size 44
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Response from HawaiiSurf
Hello,
Unfortunately, a labeling error led to the delivery of the wrong size.
Our teams have done their best to resolve this issue as quickly as possible and process a refund for your order.
Hoping you are satisfied with our service.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/01/2022
I had to go to the shop twice; the first time it was closed Thursday morning during opening hours...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2022
Received on time but with an error on the delivery point, delivery partially compliant with the order, visual error on one of the products.
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Response from HawaiiSurf
Hello,
We are sorry that the carrier made a mistake on the delivery point, we will pass this information on to them. As for the visual error, if the product does not suit you, you can contact our customer service, who will be happy to proceed with an exchange or a refund of the product in question.
The entire Hawaiisurf team wishes you a good day
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