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.
Hello,
Thank you for your feedback, our service has addressed this issue :)
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 15/05/2020
We ordered quad rollers with assembly, but the assembly does not seem satisfactory. There are no spacers between the bearings and there is no speed ring. When the wheels are spun, they give the impression of "warped wheels". The delivery speed and packaging are very good.
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A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/05/2020
I think Hawaiisurf is a good company with people who call you back.
But the fact that I haven't received any feedback regarding my order from May 12 particularly bothers me.
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Response from HawaiiSurf
Good evening,
You spoke with our colleague yesterday regarding your order, after you explained your situation to her, she immediately called the carrier to find out where your package was. Procedures are underway to find out what is happening with the carrier, we are closely monitoring your case to provide you with answers.
Amélie will contact you tomorrow to explain the steps that have been taken.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 04/05/2020
Skis received completely rusty, site to avoid
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Response from HawaiiSurf
Hello Sir,
Our customer service has responded to you on this matter and found a solution, we are making a commercial gesture to apologize for this inconvenience.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/03/2020
never again, the cap was pushed into the mailbox! 9 € shipping to Germany and broken cap!
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Response from HawaiiSurf
Hi,
thanks for your feedback, we understand your disappointment.
Could you please send us a picture of the product at [email protected] to find a solution
Yours truly
Amelie
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/03/2020
The order (Longboard from the Loaded brand) was received very quickly (before the indicated date) despite the difficult COVID-19 period. However, the longboard (already assembled) had a very significant wheelbite, even when tightening the trucks, which makes it unusable (as it is very dangerous in its current state on firm turns). I am waiting for news from the manufacturer to see how they plan to fix the problem (larger spacer? reduce wheel diameter? ....)
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Response from HawaiiSurf
Hello Sir,
Despite an error on our part regarding the description, the product had a slight defect. Our customer service managed to find a solution with the supplier, we once again apologize for the inconvenience caused and wish you good sessions with your skate!
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/03/2020
I did not receive my order, COVID-19 is surely the cause of the delay, but an email informing about the delays would be more appropriate than asking me to rate something that I think will not arrive before 15 to 20 days instead of the 5 announced.
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Response from HawaiiSurf
Hello Sir,
As you may have indicated, the health crisis we are all currently experiencing is the cause of the extension of certain deliveries, we, like the delivery people, are doing our best to ensure that all your orders reach you on time, however, it may happen that the delay is slightly longer than announced, especially at this time.
Regarding the email, it is an automatic email sent by Avis Vérifiés, it does not depend on us.
In the end, all's well that ends well, we are happy to see that today you have your order in your possession and that it did not take 20 days, phew!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/03/2020
The package was torn, and the rollers were not even wrapped, I am very disappointed.
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Response from HawaiiSurf
Hello Madam,
We are sorry that your experience did not go as planned, we will forward your points to the relevant service and also to the carrier.
See you soon, the HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 04/03/2020
For me, it's zero. I went to order a snowboard jacket and the item received does not match the item ordered. Very long delivery time.
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Response from HawaiiSurf
Hello Madam,
We are very surprised by your opinion, on our side the delivery was shipped on time. Regarding the product, it is an error on your part, the model you chose does exist in two colors and unfortunately you made a mistake about it, it happens!
We wish you a good day,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 01/03/2020
A screw that is not original on a new pair of rollers is surprising! After claiming, no response from hawaiisurf...
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Response from HawaiiSurf
Hello Sir,
Very surprising that the screw is not original, our customer service will contact you during the day to find a solution! Thank you for your feedback and we wish you an excellent day.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/03/2020
Delivery ok, customer service ok... but I did not receive the complete product
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Response from HawaiiSurf
Hello Sir,
We are sorry that your incomplete order had a considerable impact on your rating, our customer service responded immediately to your request. We still hope to see you again very soon.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 01/03/2020
Fast order and well received, just the ski helmet received directly in its original box without interior padding seems quite light... some extra packaging would not have been too much or adding bubbles or recycled paper to protect the helmet at least a little.
The box arrived with visible shock marks only once the black plastic film was removed.
Thank you.
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Response from HawaiiSurf
Hello Sir,
Thank you for sharing your experience on our e-commerce store, we will pass it on to our preparation service. We appreciate your feedback and hope to see you again very soon!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 25/02/2020
Very good, however the light wheels are defective.
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Response from HawaiiSurf
Hello Sir,
Our customer service will contact you during the day to propose a solution! We are very concerned about your feedback and we will do what is necessary to ensure that this experience with HawaiiSurf ends on a good note.
We hope to see you again very soon and we would like to thank you for your positive feedback!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/02/2020
I still haven't received the order. The transport service with GLS is not efficient.
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Response from HawaiiSurf
Hello Sir,
I will forward your feedback to our carrier and personally check on your package first thing tomorrow. I sincerely apologize on behalf of the entire HawaiiSurf team for this inconvenience.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 27/02/2020
My board arrived broken due to transport...
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Response from HawaiiSurf
Hello Sir,
Our entire team is deeply saddened by this news which has concerned us all today. The carrier has been informed, we will discuss together tomorrow regarding your surfboard to see what procedures are possible to address this incident. We sincerely apologize for this inconvenience...
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/02/2020
Shipping deadline not respected.. but good gear.
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Response from HawaiiSurf
Hello Sir,
We are sorry to learn that your package did not arrive on time, we will pass the information to our carrier. We thank you for your review. We hope to see you again very soon!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 17/02/2020
Package received on time.
However, the package was left outside.... and the box was in a pitiful state....
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that the delivery did not go smoothly, we will pass the information to our carrier to ensure this does not happen again! We still want to thank you for your review which indicates the points to improve!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/01/2020
Nothing to say about the site, the material and the responsiveness.
However, only 3 stars because the delivery method is terrible.
No direct delivery to the mailbox. A delivery person who comes during the day and a center to pick up the package at the other end of the world. I had to fight on the phone with the delivery person for him to leave it in the mailbox. Except he left it in the garden...
Just for the delivery, I won't buy again on this site. Too bad!
Please consider reviewing that....
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Response from HawaiiSurf
Hello Sir,
We are sorry that the delivery took this turn, do not hesitate next time to contact us directly so we can resolve the situation.
We will report this experience to our carrier so that it does not happen again in the future! Thank you for taking the time to share your experience, we look forward to a next delivery that meets your expectations!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/02/2020
I do not comment.
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Response from HawaiiSurf
Hello Madam,
We are sorry to learn that your order encountered some difficulties. Our customer service is doing everything possible to ensure that your experience with HawaiiSurf ends on a good note!
Do not hesitate to come back to us if you need any information!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/02/2020
Correct site
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Response from HawaiiSurf
Hello Sir,
We thank you for your feedback, please feel free to also tell us the points that were missing during your experience on HawaiiSurf so that we can make improvements.
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/02/2020
Wishing to return and retract my order, no response from customer service despite 3 attempts to contact!! deplorable and illegal....
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Response from HawaiiSurf
Hello Sir,
As you indicated to my colleague, would you like to update your review?
Best regards,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 05/02/2020
Product as described, too bad delivery was longer than expected and for the lack of communication....
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Response from HawaiiSurf
Hello Sir,
We apologize for this inconvenience, we are escalating the information! We hope that the product meets your expectations.
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/02/2020
I had an issue with my order, the product was not as ordered. The customer service never responded to me. However, I received the package on time.
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Response from HawaiiSurf
Hello Madam,
Our customer service tried to contact you to provide a solution, a voicemail was left with a number you can call back. We sincerely apologize for this inconvenience and we are committed to prioritizing your case!
Best regards,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/01/2020
The site promised a delivery time of 2 days.
I received my package after a week!!! Disgraceful!
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Response from HawaiiSurf
Hello Sir,
Your order took longer than expected due to an inventory that mobilized our entire team, this is a very rare situation for which we apologize. We still hope that your opinion will change during your next experience with HawaiiSurf.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/01/2020
I was informed several days after my order that the purchased product was out of stock... I therefore had to change color... Preparation and shipping were long, there is a lot of room for improvement!!!!
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Response from HawaiiSurf
Hello Sir,
Indeed, we experienced delays due to our inventory, it is difficult to contact in a timely manner when our entire team is mobilized... However, we are now up to date and our service is well in place. We thank you for your constructive review which gives us some ideas on areas to improve. We hope to see you again very soon!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/01/2020
BAD DESCRIPTION OF THE ITEM ON THE SITE
DISGRACEFUL CUSTOMER SERVICE, ALWAYS WAITING FOR A RESPONSE AFTER SEVERAL CALLS AND EMAILS
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Response from HawaiiSurf
Hello Madam,
We apologize for this inconvenience, our customer service will contact you during the day!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 26/01/2020
Merchandise conforms to the description but delivery time was supposed to be between 48h and 72h at the relay point.....and in the end: 7 days late!
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Response from HawaiiSurf
Hello Sir,
We thank you for your feedback, we would like to apologize for this delay which was due to the inventory of our warehouse and required the mobilization of our entire team. We wish you good sessions with your new equipment.
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 25/01/2020
Order placed on 25/01 for a delivery scheduled on 29/01.
It is now 04/02 and I still haven't received anything.
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your order is still not in your possession, your order was indeed shipped from our warehouse on 31/01. We apologize for this delay which was due to an inventory in our warehouse that involved our entire team. However, your order is still in transit according to your tracking, we are prioritizing your case and will contact our carrier immediately!
We wish you an excellent day, our customer service will contact you during the day to keep you informed about the status of your order!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 19/01/2020
All the Hawaii surf part is excellent but the GLS delivery service is very poor. The delivery person did not deliver because there was no one even though I was there. No notice left. I had to go pick it up at the warehouse. In short
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your experience with our carrier did not go well, we are trying to do our best to ensure that this situation does not happen again! Your comment will be forwarded to them as soon as possible! We thank you for your comment which will help move things forward positively.
We hope to see you again very soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/01/2020
The site is great just a bit disappointed to have ordered an orange birdhouse skateboard deck and received a purple one..
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Response from HawaiiSurf
Hello Sir,
We apologize for this inconvenience, if you wish we can proceed with an exchange of your deck, just reply to this comment, our customer service will then contact you to provide all the necessary information to proceed with this exchange.
We hope to see you again very soon on our site, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/01/2020
Pleasant site
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Response from HawaiiSurf
Hello Madam,
We thank you for your comment!
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/01/2020
Package arrived in a completely smashed box
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that the delivery of your package did not go well, we have reported the information to the carrier! We thank you for your comment.
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/01/2020
I still don't know where my purchase is, made on 05/01 (Your Ref.: PEGMQDJUR)
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Response from HawaiiSurf
Hello Sir,
After checking the status of your order, we found that it was pending at customs. The pickup point you chose in France is considered a Swiss pickup point. We are currently processing your file so that you can enjoy your order as quickly as possible. We apologize for this inconvenience and wish you a nice day. The HawaiiSurf team
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/01/2020
Disappointed to have received a different item. No one offered to exchange it. So my review is unsatisfied.
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Response from HawaiiSurf
Hello Madam,
We are sincerely sorry for this unusual delay in response, we are doing everything possible to make our customer service as efficient as possible! The information has been forwarded to our service, we will contact you very quickly! We apologize for this inconvenience and thank you for taking the time to write to us so we can advance your case!
On behalf of the entire HawaiiSurf team, we wish you a pleasant day, hoping to see you again very soon!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/12/2019
My package took a month to arrive.
And I could only get one item out of two because it was out of stock.
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Response from HawaiiSurf
Hello Madam,
We are sorry to hear that your package took so long to reach you, we will contact you during the day so we can find a solution!
We wish you a pleasant day, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 30/11/2019
Order processed in 3 days and delivered 45 days later. Customer service unreachable, no response to email messages. In short, rather unhappy with my last order
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your last order on our website did not go well, we apologize for this delicate situation and we are committed to finding a solution so that this situation does not happen again! We thank you for taking the time to explain your experience, our customer service will contact you shortly!
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/12/2019
Ski slightly damaged, nothing too bad but frustrating on brand new Rossignol scratches.
But above all, no response to my request for a commercial gesture.
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Response from HawaiiSurf
Hello
Sorry for the wait on our part.
We will send you a voucher of 20 euros that will be sent to you by email today.
Best regards
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 01/12/2019
The site seemed serious, the delivery was fast. However, upon opening the package, the ski pants still had the anti-theft tag at the bottom of the leg (so difficult to use!) and a small stain at the top of the pants. I decided to return the item, which also did not meet my expectations. The package was returned and received by the Hawaiisurf warehouse in Bayonne. Since then, I have not received a response from customer service regarding my refund (120 euros after all). I understand that delays may be extended due to the holidays, but just a response to reassure the buyer would be appreciated! I will try calling again...
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Response from HawaiiSurf
Hello,
Sorry for the delay in the refund but the refund was indeed made on January 2, 2020.
Best regards
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 15/12/2019
Nothing received as a package so far, unacceptable
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Response from HawaiiSurf
Hello, as discussed via email with my colleague, your package was supposedly delivered to you but you have received nothing.
We had to open a dispute with our carrier to check where your package is.
We leave you to check with them.
Best regards
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/12/2019
Order return (Bont rollers) and still waiting for a refund.
Disappointed with this order and still waiting for the refund of the one returned on 11/12/19. The proof of receipt from the Post Office indicates that the package was indeed received on 13/12/19.
Numerous emails sent to various services, the refund has still not been processed. I am still waiting for information.
This situation is absurd. I feel like I have been a victim of a scam.
I note a total lack of consideration for the customer from Hawaii Surf.
I request a quick refund for this order €188.19 and return fees €18.35. I have taken steps with Paypal.
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Response from HawaiiSurf
hello,
sorry for the delay in the refund but it has finally been done on December 27, 2019.
please excuse us for the delay.
sincerely
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