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S
Rating: 2 out of 5
Cap conforms but does not match the ordered color
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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 and 2 stars
Reset filtersA
Rating: 1 out of 5
I did not receive the right size and since then I have been waiting for a response to my complaint...
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Response from HawaiiSurf
Hello Agnès,
You mention a complaint that has gone unanswered, but to whom did you address it? We have not received anything from you to date.
If I understand your comments correctly, it seems that you received the wrong size. In order to verify, could you please reply to the email I just sent you, with a photo of the item received as well as a photo of the product label where we can read its reference?
After receiving and analyzing these elements, we will see what solution we can provide.
While waiting for your response, the whole team wishes you a good day!
Sportingly,
Juliette
You mention a complaint that has gone unanswered, but to whom did you address it? We have not received anything from you to date.
If I understand your comments correctly, it seems that you received the wrong size. In order to verify, could you please reply to the email I just sent you, with a photo of the item received as well as a photo of the product label where we can read its reference?
After receiving and analyzing these elements, we will see what solution we can provide.
While waiting for your response, the whole team wishes you a good day!
Sportingly,
Juliette
M
Rating: 2 out of 5
I ordered a swimsuit, I received the bottom, the top sent was a crop top and not the swimsuit top. Had to return both.
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Response from HawaiiSurf
Hello,
We sincerely apologize for this error during the preparation of your order. As soon as we were informed, we immediately reacted to provide a quick and appropriate solution.
Living close to our store, we offered you to come and pick up the correct product directly in the shop to save you time. We also invited you to collect the new swimsuit top at the same time you returned the items that did not suit you, in order to simplify your process as much as possible.
After correcting the reference error on our site, you were able to reorder the desired top, with the support of our team to guide you in your online purchase. We are delighted that you are now satisfied with the swimsuits you kept.
If you believe that the solutions provided and your current satisfaction deserve to be highlighted, we would be grateful if you could update your review accordingly. Your feedback is valuable and reflects the importance we place on customer service.
Thank you again for your understanding and we remain at your disposal.
The HawaiiSurf team
We sincerely apologize for this error during the preparation of your order. As soon as we were informed, we immediately reacted to provide a quick and appropriate solution.
Living close to our store, we offered you to come and pick up the correct product directly in the shop to save you time. We also invited you to collect the new swimsuit top at the same time you returned the items that did not suit you, in order to simplify your process as much as possible.
After correcting the reference error on our site, you were able to reorder the desired top, with the support of our team to guide you in your online purchase. We are delighted that you are now satisfied with the swimsuits you kept.
If you believe that the solutions provided and your current satisfaction deserve to be highlighted, we would be grateful if you could update your review accordingly. Your feedback is valuable and reflects the importance we place on customer service.
Thank you again for your understanding and we remain at your disposal.
The HawaiiSurf team
B
Rating: 1 out of 5
Package received in very bad condition, the box completely crushed and not the right color of the mask in the box
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Response from HawaiiSurf
Hello Baptiste,
Thank you for taking the time to share your experience with us. We are sincerely sorry to hear that your package arrived damaged and that the color of the mask did not match the one presented on the online product sheet.
Your satisfaction is our priority and we place great importance on your feedback. As of today, your return and refund have been processed. We have also passed the information to our digital and logistics teams to correct the error regarding the product sent.
We hope to have the opportunity to provide you with a better experience on your next order.
Best regards,
The HawaiiSurf team
Thank you for taking the time to share your experience with us. We are sincerely sorry to hear that your package arrived damaged and that the color of the mask did not match the one presented on the online product sheet.
Your satisfaction is our priority and we place great importance on your feedback. As of today, your return and refund have been processed. We have also passed the information to our digital and logistics teams to correct the error regarding the product sent.
We hope to have the opportunity to provide you with a better experience on your next order.
Best regards,
The HawaiiSurf team
V
Rating: 1 out of 5
The grip of the skateboard was poorly glued.... Several bubbles, had to crush them and fold the grip.... really a shame and disappointing.
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T
Rating: 1 out of 5
the product did not match my request and the person on the phone did not know the product
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A
Rating: 2 out of 5
I received the package, unfortunately the hood is way too tight, I won't be able to use it, yet it's my size and being a woman I thought it would be too big, very disappointed.
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R
Rating: 1 out of 5
I still haven't received my order and the tracking number I was given doesn't work. I have contacted customer support about it and not received an answer.
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J
Rating: 2 out of 5
Hello, on the skateboard, nothing to say, however I had chosen express delivery at €20, and I received my package with standard delivery. I called the sales service who told me they would refund the shipping costs but nothing has been done. It's been 10 days, so maybe they are just very slow, if nothing changes, it will be close to a scam.
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Response from HawaiiSurf
Hello Jordan, We confirm that the refund for the express shipping costs has indeed been processed today to your original payment method. According to your bank, the amount will be visible in your account within 48 to 72 business hours. We apologize for this delay and remain at your disposal for any other questions. Have a nice day,
M
Rating: 2 out of 5
Delivery takes more than 25 days, the cap arrives deformed
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S
Rating: 2 out of 5
Box arrived in a terrible state and of course the skateboard inside, poorly protected was damaged
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S
Rating: 1 out of 5
unacceptable delivery times
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A
Rating: 2 out of 5
I am still missing a part of my order.
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C
Rating: 1 out of 5
Order not received while the carrier indicated delivered initiation of my signature for a first experience this is really limited, to date paid 180 euros for nothing and we are approaching the end of July
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L
Rating: 2 out of 5
Product available that was not despite a payment received.
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J
Rating: 2 out of 5
One of the two products arrived with a security tag forcing me to struggle to return it with a carrier that only existed at a distant pickup point from my home. The least they could have done was to immediately send me the product without the security tag at the same time as giving me a way to return the product. But no! Not content with messing up this shipment, HS did not trust me and therefore 15 days after receiving my order, I still have not received my product: this is LAMENTABLE
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P
Rating: 1 out of 5
I couldn't receive my order because there was no stock and on the ad I could order.. not very professional.
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M
Rating: 2 out of 5
The cream is incredible, but as a negative point where the product comes from it is not sealed as a guarantee of quality
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Response from HawaiiSurf
Thank you Maria for your comment. We understand the situation. After checking, almost all SUN BUM cosmetic products we sell come with a seal, but it does not seem to be the case for the range you ordered. We will contact the brand to find out the reason and will provide you with more information. We wish you an excellent day! See you later!
C
Rating: 2 out of 5
Did not receive the ordered product and impossible to reach them by phone
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B
Rating: 1 out of 5
Terrible. Size guide wrong, support belt missing and return costs at my expense.
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Y
Rating: 1 out of 5
I never received the item.
Hawaisurf blames its carrier who in turn blames its provider, three weeks of waiting for a board already...
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Hawaisurf blames its carrier who in turn blames its provider, three weeks of waiting for a board already...
A
Rating: 1 out of 5
Order of two items, one product never delivered but paid for... ticket opened with support but no response (a classic) so good luck to future buyers on the site you know what to expect :) For me it's the last time! Others do much better in the French market
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B
Rating: 1 out of 5
Product in very poor condition, board yellowed as if it had been stored for 20 years...
Does not correspond at all to the packshot photo of the product sheet. I will request a refund.
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Does not correspond at all to the packshot photo of the product sheet. I will request a refund.
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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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: 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.
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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Q
Rating: 2 out of 5
A product is missing from the order. Still waiting to receive it
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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: 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: 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: 1 out of 5
Wrong item received.
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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: 1 out of 5
Really very disappointed with this order from Hawaiisurf. I wanted to take advantage of Black Friday to do my Christmas shopping. Always a nice selection of products with competitive prices but upon receiving my package I was really disillusioned. An enormous box, items without any packaging, crumpled and full of cardboard fluff stuck to them... If there hadn't been a label on it, I would have thought these were second-hand items. First time this has happened to me, it's a shame I hope it's a preparation error because I really like this site, but this was the worst online shopping experience I've had.
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