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A
Rating: 1 out of 5
I did not receive my order
Translated reviews
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
Not satisfied with the delivery, having paid for express delivery but 4 days later the package still not sent, unacceptable
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A
Rating: 1 out of 5
I believe that when you pay for next day shipping and it is stated on the site, you should receive this service. Order placed on Saturday, was supposed to receive this morning, no news... not serious at all
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A
Rating: 1 out of 5
Delivery in 48 hours, for me it has been a week and still nothing received!!!
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A
Rating: 2 out of 5
Having mentioned my phone number when ordering, I never received ANY TRACKING by email with a link or anything (I had to log in to the site) and NO SMS or anything telling me that the package was at the pickup point, I realized more than a week after the package arrived and without SMS the pickup office didn't want to give it to me!!! So I'm still without a package or progress on the order... it's quite poor for a first order.
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Response from HawaiiSurf
Hello,
We apologize for the issues encountered with the tracking, we indeed had transmission problems during this period.
For pickup, normally just an ID card in the name of the order is sufficient, strange that the pickup point decided otherwise.
We rarely experience delays in shipping, for future orders, if you haven't heard from us within 48 hours after purchase, don't hesitate to give us a call, our advisors can tell you more about the order.
However, this type of problem with tracking is very rare although quite annoying.
No need to exaggerate so much about the delays ;), your order from Friday night was sent the following Tuesday at our reopening and arrived on 27/03 not even a week before the package pickup on 02/04.
We apologize for the issues encountered with the tracking, we indeed had transmission problems during this period.
For pickup, normally just an ID card in the name of the order is sufficient, strange that the pickup point decided otherwise.
We rarely experience delays in shipping, for future orders, if you haven't heard from us within 48 hours after purchase, don't hesitate to give us a call, our advisors can tell you more about the order.
However, this type of problem with tracking is very rare although quite annoying.
No need to exaggerate so much about the delays ;), your order from Friday night was sent the following Tuesday at our reopening and arrived on 27/03 not even a week before the package pickup on 02/04.
A
Rating: 1 out of 5
Product very poorly packaged, the clothing without packaging placed directly in a box. Box arrived crushed and the warranty sticker detached, so anyone could see what was in the box. Review your packaging. Also, I had to contact the relay point to find out if the package had arrived there. Too bad the site doesn't inform the customer......
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A
Rating: 2 out of 5
My order was sent to another customer
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Response from HawaiiSurf
Hello,
We sincerely apologize for the delivery delay due to this issue.
We indeed had an error on a shipment, the board being the last in stock at the time of your purchase, we ordered a board from the brand to send it to you.
Best regards
Romain
HAWAIISURF
We sincerely apologize for the delivery delay due to this issue.
We indeed had an error on a shipment, the board being the last in stock at the time of your purchase, we ordered a board from the brand to send it to you.
Best regards
Romain
HAWAIISURF
A
Rating: 1 out of 5
Maybe consider training your employees to put two similar shoes in one box.
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A
Rating: 1 out of 5
Unrefunded returns present a real problem especially when the sizes indicated on the site do not correspond to the size of the ordered shoes...
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Response from HawaiiSurf
Hello,
What size did you receive? In the case of an error on our part, the return is covered.
Best regards
Romain
HAWAIISURF
What size did you receive? In the case of an error on our part, the return is covered.
Best regards
Romain
HAWAIISURF
A
Rating: 1 out of 5
-
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A
Rating: 1 out of 5
One piece of advice: change your profession, the irony when you are at fault and doing business is misplaced. You are dishonest, it is not indicated that you are closed on Monday when ordering. When I pay €10 for Chronopost, it is to be delivered, we don't care about the departure date of the package, we do not pay shipping fees to know when the package leaves your place, but to know when it will arrive. Apparently, geography is not your strong suit, this village is located in the mountains, so perfectly accustomed to snow. Moreover, the post office delivered a package to us while Chronopost could not. You did not honor your commitments and are not even capable of recognizing it. No worries, competition is fierce online, I will look elsewhere.
Translated reviews
Response from HawaiiSurf
Good evening,
It is clearly indicated when choosing Chronopost delivery that orders from Saturday evening to Monday evening are taken into account on Tuesday (due to our closure).
"Orders from Saturday to Monday evening are taken into account the following Tuesday for shipping." (indicated as such, black on white, when choosing your delivery)
We deliberately provided this information at the time of choosing the shipping fee, before validating the order, to avoid this kind of "misunderstanding".
If geography is not my strong suit, it seems to be the same for you, unless you notice a fundamental difference between "village is located in the mountains" (your words) and "mountain village in the Alps" (my words). (your subsequent indication about being used to snow having no geographical content)
It is true that prefectural prohibitions often mention "heavy vehicle traffic prohibited UNLESS YOU ARE USED TO SNOW".
For your comparison to La Poste (Colissimo), it is completely irrelevant.
Colissimo does not and does not even offer deliveries in 24 hours (or less). The package you received probably left at the end of the previous week and could have been routed from the departure center to the delivery center in your area. And it could be delivered because the vehicles dedicated to deliveries ARE NOT HEAVY VEHICLES.
The Chronopost package left on Tuesday (as planned) but the routing (done at night) between the departure center and the one handling your delivery (after receiving the packages in the morning) was PROHIBITED.
That is why you were able to receive your Colissimo and not the Chronopost (which are two companies belonging to the same group, Chronopost being the express division of Colissimo, all criticisms or praises made to one or the other are difficult to dissociate).
One piece of advice, before advising people to change their profession, do a little research before arguing with comparisons that are absurd, and to embellish by omitting as many FACTS presented during our response to your first review, which remains curiously in the same vein.
So if you are unable to assimilate facts, with a minimum of perspective to understand why your order could not arrive on Wednesday as planned.
And yet you hold us primarily responsible for the fact that you did not take 10 seconds to read the restrictions due to our closure on Chronopost deliveries, secondly for the bad weather and prohibitions resulting from it, I cannot tell you anything more and invite you to remain impervious to all understanding and common sense.
We are not at fault, and even less dishonest, on the contrary we cannot be more transparent.
Wishing you a good evening.
Best regards
Romain
HAWAIISURF
It is clearly indicated when choosing Chronopost delivery that orders from Saturday evening to Monday evening are taken into account on Tuesday (due to our closure).
"Orders from Saturday to Monday evening are taken into account the following Tuesday for shipping." (indicated as such, black on white, when choosing your delivery)
We deliberately provided this information at the time of choosing the shipping fee, before validating the order, to avoid this kind of "misunderstanding".
If geography is not my strong suit, it seems to be the same for you, unless you notice a fundamental difference between "village is located in the mountains" (your words) and "mountain village in the Alps" (my words). (your subsequent indication about being used to snow having no geographical content)
It is true that prefectural prohibitions often mention "heavy vehicle traffic prohibited UNLESS YOU ARE USED TO SNOW".
For your comparison to La Poste (Colissimo), it is completely irrelevant.
Colissimo does not and does not even offer deliveries in 24 hours (or less). The package you received probably left at the end of the previous week and could have been routed from the departure center to the delivery center in your area. And it could be delivered because the vehicles dedicated to deliveries ARE NOT HEAVY VEHICLES.
The Chronopost package left on Tuesday (as planned) but the routing (done at night) between the departure center and the one handling your delivery (after receiving the packages in the morning) was PROHIBITED.
That is why you were able to receive your Colissimo and not the Chronopost (which are two companies belonging to the same group, Chronopost being the express division of Colissimo, all criticisms or praises made to one or the other are difficult to dissociate).
One piece of advice, before advising people to change their profession, do a little research before arguing with comparisons that are absurd, and to embellish by omitting as many FACTS presented during our response to your first review, which remains curiously in the same vein.
So if you are unable to assimilate facts, with a minimum of perspective to understand why your order could not arrive on Wednesday as planned.
And yet you hold us primarily responsible for the fact that you did not take 10 seconds to read the restrictions due to our closure on Chronopost deliveries, secondly for the bad weather and prohibitions resulting from it, I cannot tell you anything more and invite you to remain impervious to all understanding and common sense.
We are not at fault, and even less dishonest, on the contrary we cannot be more transparent.
Wishing you a good evening.
Best regards
Romain
HAWAIISURF
A
Rating: 1 out of 5
One piece of advice: change your profession, the irony when you are at fault and doing business is misplaced. You are dishonest, it is not indicated that you are closed on Monday when ordering. When I pay €10 for Chronopost, it is to be delivered, we don't care about the departure date of the package, we don't pay shipping fees to know when the package leaves your place, but to know when it will arrive. Obviously, geography is not your strong suit, this village is located in the mountains, so perfectly accustomed to snow. Moreover, the post office delivered a package to us while Chronopost could not. You did not honor your commitments and are not even capable of recognizing it. No worries, competition is fierce online, I will look elsewhere.
Translated reviews
Response from HawaiiSurf
Good evening,
It is clearly indicated when choosing Chronopost delivery that orders from Saturday evening to Monday evening are taken into account on Tuesday (due to our closure).
"Orders from Saturday to Monday evening are taken into account the following Tuesday for shipping." (indicated as such, black on white, when choosing your delivery)
We have deliberately indicated this information at the time of choosing the shipping fee, before validating the order, to avoid this kind of "misunderstanding".
If geography is not my strong suit, it seems to be the same for you, unless you notice a fundamental difference between "the village is located in the mountains" (your words) and "mountain village in the Alps" (my words). (your subsequent indication about being used to snow having no geographical content)
It is true that prefectural prohibitions often mention "heavy vehicle circulation prohibited UNLESS YOU ARE USED TO SNOW".
For your comparison to La Poste (Colissimo), it is totally irrelevant.
Colissimo does not even offer deliveries in 24 hours (or less) The package you received probably left at the end of the previous week and could have been routed from the departure center to the delivery center in your area. And it could be delivered because the vehicles dedicated to deliveries ARE NOT HEAVY VEHICLES.
The Chronopost package left on Tuesday (as planned) but the routing (done at night) between the departure center and the one handling your delivery (after receiving the packages in the morning) was PROHIBITED.
That is why you were able to receive your Colissimo and not the Chronopost (which are two companies belonging to the same group, Chronopost being the express division of Colissimo, all criticisms or praises made to one or the other are difficult to dissociate).
One piece of advice, before advising people to change their profession, do a minimum of research before arguing with comparisons that are nonsensical, and embellishing while omitting as many of the FACTS presented during our response to your first review, which remains curiously in the same vein.
So if you are unable to assimilate facts, with a minimum of perspective to understand why your order could not arrive on Wednesday as planned.
And yet you hold us primarily responsible for the fact that you did not take 10 seconds to read the restrictions due to our closure on Chronopost deliveries, secondly the bad weather and prohibitions resulting from it, I cannot tell you anything more and invite you to remain impervious to all understanding and common sense.
We are not at fault, and even less dishonest, on the contrary, we cannot be more transparent.
Wishing you a good evening.
Best regards
Romain
HAWAIISURF
It is clearly indicated when choosing Chronopost delivery that orders from Saturday evening to Monday evening are taken into account on Tuesday (due to our closure).
"Orders from Saturday to Monday evening are taken into account the following Tuesday for shipping." (indicated as such, black on white, when choosing your delivery)
We have deliberately indicated this information at the time of choosing the shipping fee, before validating the order, to avoid this kind of "misunderstanding".
If geography is not my strong suit, it seems to be the same for you, unless you notice a fundamental difference between "the village is located in the mountains" (your words) and "mountain village in the Alps" (my words). (your subsequent indication about being used to snow having no geographical content)
It is true that prefectural prohibitions often mention "heavy vehicle circulation prohibited UNLESS YOU ARE USED TO SNOW".
For your comparison to La Poste (Colissimo), it is totally irrelevant.
Colissimo does not even offer deliveries in 24 hours (or less) The package you received probably left at the end of the previous week and could have been routed from the departure center to the delivery center in your area. And it could be delivered because the vehicles dedicated to deliveries ARE NOT HEAVY VEHICLES.
The Chronopost package left on Tuesday (as planned) but the routing (done at night) between the departure center and the one handling your delivery (after receiving the packages in the morning) was PROHIBITED.
That is why you were able to receive your Colissimo and not the Chronopost (which are two companies belonging to the same group, Chronopost being the express division of Colissimo, all criticisms or praises made to one or the other are difficult to dissociate).
One piece of advice, before advising people to change their profession, do a minimum of research before arguing with comparisons that are nonsensical, and embellishing while omitting as many of the FACTS presented during our response to your first review, which remains curiously in the same vein.
So if you are unable to assimilate facts, with a minimum of perspective to understand why your order could not arrive on Wednesday as planned.
And yet you hold us primarily responsible for the fact that you did not take 10 seconds to read the restrictions due to our closure on Chronopost deliveries, secondly the bad weather and prohibitions resulting from it, I cannot tell you anything more and invite you to remain impervious to all understanding and common sense.
We are not at fault, and even less dishonest, on the contrary, we cannot be more transparent.
Wishing you a good evening.
Best regards
Romain
HAWAIISURF
A
Rating: 1 out of 5
I received a pair of Burton Ruler snowboard boots... One in 43... the other in 42.5!!! Me who wanted to support a historic skate shop instead of ordering on Amazon...
Waiting for a solution
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Waiting for a solution
Response from HawaiiSurf
Hello, as discussed over the phone, there was a mix-up with the other pair.
You can come by on Saturday as agreed to exchange the foot that doesn't fit.
You can come by on Saturday as agreed to exchange the foot that doesn't fit.
A
Rating: 1 out of 5
Terrible, I ordered a product, they called me to say it is no longer available due to a stock error! Since then I am still waiting for the refund
Translated reviews
Response from HawaiiSurf
Hello,
We apologize for the unavailability of your item.
Indeed, like all online shops as well as physical ones, we are not immune to thefts, defects, or stock errors and we inform our customers in this case.
We remain an independent shop, the refund took time because we have returns, modifications, cancellations during the sale period.
Our apologies for the issues encountered with your purchase.
Best regards
Romain
HAWAIISURF
We apologize for the unavailability of your item.
Indeed, like all online shops as well as physical ones, we are not immune to thefts, defects, or stock errors and we inform our customers in this case.
We remain an independent shop, the refund took time because we have returns, modifications, cancellations during the sale period.
Our apologies for the issues encountered with your purchase.
Best regards
Romain
HAWAIISURF
A
Rating: 1 out of 5
Order placed for express delivery to have them before leaving for a snowboarding trip, package was posted a day after the order so received too late! Refund of shipping costs offered but had to pay postage to get my order at the vacation spot!
Translated reviews
Response from HawaiiSurf
Hello, We apologize for the delay encountered on your order, despite a special team on Monday (weekly closure) we still experienced a delay in shipments at the beginning of the week due to the influx of the new markdown that occurred over the weekend of your purchase. I am sorry to read that you had to return to obtain your pair of mittens. This is not customary and quite endemic during peak trading periods, but in the case of a delay we remain flexible on delivery and could have sent them directly to your vacation spot, or to a nearby Chrono relay (so you could pick them up without sacrificing a day of practice) within the same timeframe. We apologize for the issues encountered with your order. Best regards, Romain HAWAIISURF
A
Rating: 1 out of 5
The order was very poorly shipped
No protection for the clothes placed directly in the box... if it had rained it would have been the same!!!!
Translated reviews
No protection for the clothes placed directly in the box... if it had rained it would have been the same!!!!
Response from HawaiiSurf
Hello, we put it directly in the box because brands send them like that in the delivery boxes they send us.
Since there should be less and less plastic, brands also have no right to put them under plastic.
When sending clothes, we still take care to fold the items well in the package.
Remaining at your disposal.
Since there should be less and less plastic, brands also have no right to put them under plastic.
When sending clothes, we still take care to fold the items well in the package.
Remaining at your disposal.
A
Rating: 2 out of 5
I did not receive what I ordered. There was no blue Carhartt sweatshirt left, I had to change it for a black zip jacket and the Stussy t-shirt was in size S instead of L...
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A
Rating: 2 out of 5
I did not receive what I ordered. There was no blue Carhartt sweatshirt left, I had to change it for a zipped black jacket and the Stussy t-shirt was in size S instead of L...
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A
Rating: 2 out of 5
Received with the item
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A
Rating: 2 out of 5
Received with the item
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A
Rating: 1 out of 5
Impeccable package, a bit long shipping despite Chronopost, however it’s sales time so understandable, very well done site since its redesign
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A
Rating: 1 out of 5
I only received one shoe from the ordered pair, I have never seen that.. I therefore returned the product this morning
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A
Rating: 1 out of 5
Product not received yet...
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A
Rating: 1 out of 5
Product not received yet...
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A
Rating: 1 out of 5
Order not received
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A
Rating: 1 out of 5
Order not received
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A
Rating: 1 out of 5
Hello
I ordered a pair of size M gloves from the brand 686
It was not indicated that the chosen model is a women's model.
As a result, they are too small for me.
I ordered online to avoid going out and I will ultimately have to return to the store to exchange them for a men's model.
Translated reviews
I ordered a pair of size M gloves from the brand 686
It was not indicated that the chosen model is a women's model.
As a result, they are too small for me.
I ordered online to avoid going out and I will ultimately have to return to the store to exchange them for a men's model.
A
Rating: 1 out of 5
Hello, I ordered a size M pair of gloves from the brand 686. It was not indicated that the chosen model is a women's model. As a result, they are too small for me. I ordered online to avoid going out and I will ultimately have to return to the store to exchange them for a men's model.
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A
Rating: 1 out of 5
I never received my order
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A
Rating: 1 out of 5
I never received my order
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A
Rating: 2 out of 5
Deadline not respected without notifying the customer
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A
Rating: 2 out of 5
Deadline not respected without notifying the customer
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A
Rating: 1 out of 5
I paid for an expensive option to receive my order the next day before 1 PM... It arrived a week late. My messages went unanswered and without explanations! Very disappointed, for a customer who until now was very regular...
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A
Rating: 2 out of 5
The skis ordered were packaged far too lightly and were therefore a bit damaged: I do not recommend ordering relatively fragile items
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A
Rating: 2 out of 5
Photo on the site is non-contractual... The leash was supposed to be all black, but it's actually a black and white checkerboard. Too bad.
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A
Rating: 2 out of 5
Hello, your site is very interesting, however my order, once it arrived, the packaging was completely torn so I am very disappointed
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A
Rating: 1 out of 5
I haven't received anything
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A
Rating: 1 out of 5
1 month and a half to receive a package that I was supposed to receive in 48 hours only! €8 shipping costs for nothing since I didn't receive it when I wanted.. I sent an email on your site without ever getting a response! I spoke to someone on the phone a few days later who reassured me (rather sleepy..) supposedly making a gesture to change the size of the pair I ordered and blah blah blah.. in the end, nothing!! I do not recommend! The first and last time I order from you!
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A
Rating: 2 out of 5
I ordered a product, but received another one that was roughly equivalent, without any message or warning from Hawaii Surf. I had ordered several times on this site before. I won't do it again.
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A
Rating: 2 out of 5
Product arrived in good condition
However, not secured in the packaging
No foam or bubble wrap for protection
No SMS or email to inform about the arrival
Long delay of 3 weeks
Pleasant staff nonetheless
Respectful delivery
Translated reviews
However, not secured in the packaging
No foam or bubble wrap for protection
No SMS or email to inform about the arrival
Long delay of 3 weeks
Pleasant staff nonetheless
Respectful delivery