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D
Rating: 4 out of 5
the order return service is excellent
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Customer reviews of HawaiiSurf
Trust Attestation
9,4
/10
Overall rating: 9,4 out of 10
Based on 10 175 published reviews
Summary of reviews
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.
Reviews 1, 2 and 4 stars
Reset filtersM
Rating: 4 out of 5
Careful shipping. Great site
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A
Rating: 1 out of 5
Order placed on 12/08 for delivery scheduled on 14 for a birthday on the 17. Ultimately the stocks are not good so order modification on the 14 and receipt of the product on 23/08 in an old recovery box all rotten half open and the t-shirt inside not even wrapped and wrinkled like in a basket of dirty laundry... top!
First and last order at Hawaiisurf. Thank you
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First and last order at Hawaiisurf. Thank you
J
Rating: 1 out of 5
Order not verified before sending. 3 cuts on the back of the wetsuit. Too bad because of the speed of shipping
Good after-sales service.
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Good after-sales service.
M
Rating: 1 out of 5
very bad box content very damaged it was for a gift
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P
Rating: 4 out of 5
Your packaging was too fragile, I had the carrier who came back to see me to sign a paper stating that he was not responsible for the damages and yes I think the packaging was not serious since the weight of the boards was just protected from contact with the ground with a piece of cardboard 5mm thick? Clearly, there was a lack of polystyrene at the edges of the cardboard or bubbles to protect the wooden boards, I have one that got damaged. So my recommendation is either to inform the parcel service that it is very fragile because it is just thin and fragile wood after all, so the slightest shock with asphalt can be dramatic or reinforce your packaging at the edges for this kind of product. Like the polystyrene that surrounds televisions for example because the slightest shock during transport exploded the wood, it was obvious that this would happen but it's okay I use it for decoration so I don't care but it will never go in the water, the water will seep into the crack. So 4/5 for the packaging otherwise 5/5 for the products in photos.
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N
Rating: 4 out of 5
Very happy with the product. Very interesting price.
That said, avoid taking DPD as a delivery provider. Package not delivered to the requested relay point, the location had to be changed without my consent at least three times. Fortunately, I am in a large area with multiple relay points.
Aside from that, I highly recommend your site.
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That said, avoid taking DPD as a delivery provider. Package not delivered to the requested relay point, the location had to be changed without my consent at least three times. Fortunately, I am in a large area with multiple relay points.
Aside from that, I highly recommend your site.
A
Rating: 1 out of 5
I did not receive the right product, and I am not receiving any response for a possible return from you. Very disappointing.
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F
Rating: 4 out of 5
Package well protected
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V
Rating: 4 out of 5
Great site. The back and forth on the pages brings you back to the top of the page and not to the place in the list where we stopped.
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F
Rating: 1 out of 5
Package still not shipped after almost 1 month. The terrible customer service is unable to provide the carrier's tracking number.
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M
Rating: 2 out of 5
Upon receiving my order, one product is missing. I would like a response to my email!! And especially to receive the missing product that has been paid for. Thank you for your attention.
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Response from HawaiiSurf
Hello Mrs. MCD, Unless we are mistaken, you have not contacted customer service regarding this issue. Please send an email to [email protected] or call +33(0)5 33 78 06 00 to report the problem while specifying your order number (HS49...) as well as the missing item so that we can verify what happened, please. The HawaiiSurf team sincerely apologizes for this inconvenience and thanks you for your understanding. Best regards, The Hawaiisurf Customer Service.
P
Rating: 4 out of 5
Very good
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P
Rating: 4 out of 5
Fast and efficient delivery, nothing to complain about, product conforms to the description.
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F
Rating: 4 out of 5
Suellen from customer service is really top-notch for customers. Super professional, efficient, and courteous.
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J
Rating: 2 out of 5
It's slow and getting responses is always slow. It's been two weeks since I requested the return and it's still SLOW!!!!! No news. I don't know what we're waiting for, a return label can be created in a few moments so it would be great to take advantage of it and move forward a bit.
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A
Rating: 4 out of 5
Very good service for information, but order with the May bridges which caused delays in reception. I regret that the choice of roller wheels online is becoming more and more limited; more hyper concrete :(
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A
Rating: 4 out of 5
Very good service, very fast
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P
Rating: 4 out of 5
Fast delivery
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P
Rating: 4 out of 5
Stock is not displayed. Too bad
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P
Rating: 4 out of 5
No issues. Everything works well
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I
Rating: 4 out of 5
very good
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Q
Rating: 2 out of 5
A product is missing from the order. Still waiting to receive it
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J
Rating: 4 out of 5
My son was very happy
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A
Rating: 4 out of 5
Fast shipping, product well packaged. The only downside, one of the products in my order was out of stock, however, customer service was super responsive with an express refund and a commercial gesture. I recommend.
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A
Rating: 1 out of 5
I paid almost 1/3 of the price of the t-shirt for a 48-hour delivery. It arrived more than a week later.
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Response from HawaiiSurf
Hello Mr. B., You placed your order no. HS47602 on Friday, March 15 at 14:49. You probably didn't notice, but on our website, in the shipping policy tab, it is specified that all orders placed before 12:00 PM (GMT+1), on business days, will be processed the same day. https://www.hawaiisurf.com/policies/shipping-policy All others will be processed the next day. Then, it was the weekend. Our teams were on leave and the carrier too. Thus, your order was processed on the first business day, which means, Monday, 18/03/24. Colissimo took charge of your package under no. 6A35908359554 on the same Monday, as you can see on the Colissimo tracking https://www.laposte.fr/outils/suivre-vos-envois. Therefore, from Monday, 18/03, your package was in the hands of the carrier and, indeed, Colissimo delivered it to you only on 22/03/24. But, did you contact us in the meantime to report the delay of your package? We did not find any record of emails or calls that you may have sent to inform us of this issue. With a call or email from you, we could have contacted Colissimo earlier to find out what happened. Please understand that we cannot always control everything. Logistics is a very complex circuit that relies on the cooperation of different companies in the transport universe to ensure hundreds of shipments every day throughout France and abroad. This means that your package passes through the hands of other carriers to ensure your delivery. We agree that this does not justify the late delivery time, but you failed to contact us earlier so that we could inform Colissimo of your problem. Thank you for getting back to us so that we can review your case and think together about a satisfactory solution for you on this matter. Best regards, Suellen Customer Service HawaiiSurf
A
Rating: 4 out of 5
-
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A
Rating: 2 out of 5
1 spray out of 2 received. The package was dropped in the mailbox with no possibility to check the package upon delivery and as stated in the tracking email: it is imperative to check the package upon delivery and to refuse delivery in case of doubts. No complaint can be taken into account without respecting this instruction.
I find it frustrating because in this case, the postman put the package directly in the mailbox which is at the beginning of the dead end. I was therefore unable to check the package. I would have appreciated having another option to make a complaint.
An error can also be made on your part. It is essential from my point of view to put oneself in the customer's shoes and to have flexibility and several options for complaints.
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I find it frustrating because in this case, the postman put the package directly in the mailbox which is at the beginning of the dead end. I was therefore unable to check the package. I would have appreciated having another option to make a complaint.
An error can also be made on your part. It is essential from my point of view to put oneself in the customer's shoes and to have flexibility and several options for complaints.
A
Rating: 4 out of 5
Delivery a bit long. Package in good condition.
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A
Rating: 2 out of 5
Delivery to an unrequested pickup point, in addition to that, 1 item was missing from the package (the inside of the package lacked padding to protect the order). Item sent later in a second package this time to the correct pickup point. Laborious experience overall, too bad we can no longer have deliveries to the store at Hawaii Surf Paris 14...
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Response from HawaiiSurf
Hello, I am sorry to hear that your delivery experience was difficult. It is understandable that delivery to an unrequested pickup point and the absence of an item in the initial package are sources of frustration. We will make sure to report this to the carrier. We will ensure that your future shopping experiences are more positive. If you need further assistance, please do not hesitate to contact customer service available by email, chat, or phone. Thank you for your understanding. Benjamin, HawaiiSurf
A
Rating: 4 out of 5
The site navigation and order procedure was excellent, and the discounts were really good. Perhaps there could be more details about the sizes of clothing. The products arrived exactly as I ordered and they are all in perfect condition. But the delivery time was 10-11 working days, which is longer than it states on the website and since there is a shipping fee. Overall, pretty satisfied.
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A
Rating: 1 out of 5
Wrong item received.
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A
Rating: 4 out of 5
No problem, everything went well
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A
Rating: 4 out of 5
I placed a first order, paid and received the invoice. Two days later, I received an email informing me that the product I ordered is out of stock and that I will be refunded as soon as possible. And indeed, I was refunded very quickly and I was able to order another item right after. Too bad the out-of-stock product could be purchased but all's well that ends well, the administrators of the Hawaii Surf site are very responsive, apparently!
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A
Rating: 2 out of 5
The minimum when doing online sales is to keep your stock up to date, to avoid telling customers, several days after the order, 'sorry this product is no longer available'
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A
Rating: 1 out of 5
Package not received
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A
Rating: 2 out of 5
A product is missing from the delivery of the product.
"Trail 53Mm Skate Wheels × 1"
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"Trail 53Mm Skate Wheels × 1"
A
Rating: 2 out of 5
skate grip very poorly glued. creases everywhere
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A
Rating: 4 out of 5
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A
Rating: 4 out of 5
Good
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