Customer reviews of HawaiiSurf

Trust Attestation
9,4 /10
Overall rating: 9,4 out of 10
Based on 10 175 published reviews
5 8 363 82% 4 1 145 11% 3 330 3% 2 129 1% 1 208 2%

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

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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/04/2021
After 10 days of waiting, I had to call to be told that my order (which I had paid for) was out of stock, and that I would be refunded.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 30/03/2021
1st order received in 24h, Roller too small, so new order, Still not received, It's been 1 month!!!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 25/03/2021
The board received does not match the photo on your site!
1)-The nose of the board is different!
2)- the number of layers in red is not there!
3) too little technical information in the description for this longboard.
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Response from HawaiiSurf
Hello, we take your feedback into account and we remain at your disposal for any additional requests.
The Hawaiisurf team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 09/03/2021
I contacted you 2 times for the moment without a response for a cap received that is not the cap ordered
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Response from HawaiiSurf
Hello, It seems that you received a product that did not match what was ordered. We have taken the necessary steps and refunded you for the product in question even before receiving the return. We are sorry that the processing took longer than expected. Thank you for your understanding.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/01/2021
I received the board with a paint chip, I was told I would be refunded 10% and receive a 10% discount voucher for the next order. I received the 10% refund but never the discount voucher. Moreover, I did not find the paint chip in the packaging which means that the board was already packaged and sent damaged. In short, I am disappointed...
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Response from HawaiiSurf
Hello,
We sent you a promo code on 2/03 by email. It may have arrived in your spam. However, we can regenerate one for you if it is not findable.
Regarding this customer service case, we apologize for the inconvenience and have noted your comment to share it with our supplier.
Thank you,
Best regards,
The Hawaiisurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 06/03/2021
Easy to place an order, prices are interesting but my credit card payment was refused, I called several times and sent an email and still no response. I am very disappointed!
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Response from HawaiiSurf
Hello, Indeed, your payment was refused. We therefore invited you to reorder via another credit card or another payment method like ONEY or PAYPAL. We hope you managed to place an order. However, do not hesitate to contact us again by email or phone during opening hours. Thank you, Best regards, The Hawaiisurf team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/02/2021
jacket ordered on a Saturday, on Wednesday I send a message no response so on Friday still having received nothing I contact customer service who tells me they left a message on my mobile, message never received because the number was wrong but well in my customer account !!!!
stock error they did not have the ordered jacket
it would have been nice to send me an email to tell me, because in the meantime I bought the matching pants so conclusion wasted time and pants on my hands
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Response from HawaiiSurf
Hello, the voicemail was indeed left on Thursday at 10:04 AM by our customer service. We apologize for the incorrect number collected. This product was indeed in stock error, so we offered you an exchange or refund and your refund is now effective.
Thank you for your interest,
We remain at your disposal for any questions.
Best regards,
The HawaiiSurf team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/02/2021
package never delivered, very disappointed by the lack of communication from Hawaii Surf.
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Response from HawaiiSurf
Hello, we have sent you a sworn statement of non-receipt of the package. Indeed, a dispute has been opened with GLS and we are asking them to get back to you quickly regarding this lost package. Thank you,
Best regards,
The HawaiiSurf team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/01/2021
The return policy is very poor and unacceptable to today's standards. I had to wait more than 5 months to get my refund. I'm never ordering again at HawaiiSurf because of bad customer service.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/12/2020
The surf ordered at the beginning of December was supposed to arrive for Christmas, it is January 4th and still no surf in sight!!!!! When selling a product, have the courage TO ANNOUNCE THE DELAYS!!!!!!!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 31/10/2020
1st order canceled after 1 month by hawaiisurf. After various surprises. I am still waiting for the refund for this one... 2nd order ok but minimal packaging... 1 simple box for a board. After several emails, no response for the refund. In short... I was planning to make several purchases, it's not looking good.
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Response from HawaiiSurf
Hello, We acknowledge your review. We tried to reach you by phone. The refund for your order was made on 30/12. We remain at your disposal for any questions and apologize for the delivery delay during this holiday period. Thank you, Best regards, The HawaiiSurf team.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/12/2020
Very dissatisfied
Impossible to order online
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Response from HawaiiSurf
Hello,
Indeed, we had a computer bug during that day, several products could not be added to the cart, the issue was resolved within 24 hours. You can now reorder the product of your choice.
Thank you,
Best regards,
The HawaiiSurf team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/12/2020
After a slightly slow shipment, a very complicated delivery... it's not the right product... The store made a mistake... impossible to reach them.
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Response from HawaiiSurf
Hello, We have just become aware of your review. Indeed, during this period, the delays have been somewhat extended. However, we have just left you a voicemail regarding the receipt of a wrong product. We apologize for this inconvenience and ensure that you can return the product to us. Thank you, Best regards, The HawaiiSurf team
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/11/2020
Fortunately, I was able to reach someone directly to fix the issue, because if I hadn't called, twice, I would still be waiting for my order!! Aside from this big detail, order in 48h.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/11/2020
Product not conforming to the photo, return at my expense and no response from customer service.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 06/11/2020
I finally have my wetsuit... but what a hassle!
Order placed on Saturday, November 7: delivery was supposed to be in 3 days max.
It is now November 19 and I had to go in person to the warehouse to pick up the order.
Sure, the carrier may have been fraudulent but I had to chase customer service several times otherwise time passed without anything, there were many back and forth, I received no proposal for arrangement/compensation.
In short, I end up with my order, but I lost an impossible amount of time and the experience was unpleasant.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/11/2020
Package well received, product compliant but package torn without interior protection, products move and bump against each other
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/08/2020
A problem occurred with an item from my order that turned out to be defective, it was returned to the shop quickly, since then silence from them, no news, so I have no refund, no item, and no follow-up... Honestly, go to the competition instead, the customer service is catastrophic.
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Response from HawaiiSurf
Hello,
We have just taken note of your review. We contacted you on 15/09 to inform you of the good receipt of your bearings. However, they arrived in excellent condition, no defects were noted by our experts. Please feel free to contact us for any further information.
Best regards,
The HawaiiSurf team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/09/2020
I ordered a pair of Seba E3-80 and I am extremely disappointed because the image does not correspond at all to the product I received, indeed, the intermediate support is just a simple velcro strap while in the product image there is a notched strap, I find it simply shameful to deceive the customer about the merchandise! I do not recommend this product at all! Otherwise, delivery time perfectly respected and careful packaging!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 06/09/2020
I still haven't received my package... Is that normal ????
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/08/2020
The t-shirt ordered (picture basement cork Black) is described with raised lettering that I was able to verify on a model seen at Intersport (Reims) but could not buy because my size was no longer available. The one I received has totally flat lettering. I am disappointed.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/08/2020
I am disappointed because an item was missing from the package, nothing dramatic, there were only 3 bolts instead of the 4 I ordered... it can happen, it's a low-cost item but what I find abnormal is the lack of response to my message reporting the problem!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/08/2020
Customer service is extremely slow despite 6 calls, still no refund Apparently 'the depot' is overwhelmed with returns... bad sign... The questioning of the so-called depot should be considered, refunding a PayPal payment takes about 2 minutes 30 Thanks to the return tracking, I know that the package has been at the depot for more than 3 days
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/08/2020
Hello After 3 weeks, I am still waiting for my package which should have been delivered to a pickup point. The first pickup point did not accept GLS packages but it was still referenced. After contacting the site, I requested to change the pickup point. No notification regarding the change, just an oral agreement by phone. The carrier confirms to me that the package has been delivered to the new pickup point but they cannot find it. After multiple calls, no news and I am still waiting for my package and no one gets back to me regarding a new delivery or a refund (it's up to me to do all the steps, incredible ...)
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/08/2020
Order received on time but with a defect. Since then, impossible to obtain the return document, customer service is ineffective
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/08/2020
No delivery notice, no information regarding the arrival of the delivery person, the grip is rolled up which is very inconvenient to install!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 30/06/2020
Working for an e-commerce site I advise you to check the products before shipping as one of the roller wheels is missing the spacing.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/06/2020
Never received
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Response from HawaiiSurf
Hello,
Your order was shipped on 10/06 and dispatched on 11/06 to the pickup point you chose, this same pickup point received your order on 16/06, a scan of the barcode confirms that they had it in their possession. Your package was returned to us at the end of last week and is currently in transit to your home.
We want to assure you that we are doing everything necessary for it to reach you as quickly as possible.
Best regards,
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/06/2020
Poor customer management, I do not recommend!
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Response from HawaiiSurf
Hello Sir,
We are very understanding regarding your feedback, however, the situation that leads you to leave this review is actually not our fault, as I remind you, the product you ordered was indeed sold individually and mentioned in the description.
We want to reassure you and also assure you that we have indeed received your package and that the necessary actions have been taken.
Best regards,
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 26/05/2020
I did not receive the product
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Response from HawaiiSurf
Hello,
The package is delivered to you, please check with the carrier. Unable to reach you, you provided a wrong number.
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/05/2020
Recent purchase of a pair of rollers. The item was not checked before shipping, result: one brake is missing, moreover the box is more than deplorable whereas it is required in the sales conditions that the return of merchandise will only be accepted with intact packaging!!!
I requested a reshipment with a refund... I am waiting for confirmation.
I am disappointed.
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Response from HawaiiSurf
Hello Madam,
We apologize for this inconvenience, our customer service has responded to you and was able to find a solution.
The HawaiiSurf team.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 05/05/2020
My bearings are not working properly
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Response from HawaiiSurf
Hello,
Thank you for your feedback, our service has addressed this issue :)
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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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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.
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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
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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.
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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
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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.
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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.
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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.
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