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.
I am thinking of buying a set of 5 Gorilla fins on sale, but there is a problem: I end up with a set of 3 fins for a board that I wanted to equip in quad. The very high price (145 euros) for only 3 fins (I deliberately avoid taking FCSII which is a bit expensive for my taste) is apparently due to the materials (gold or platinum certainly).
After a call to Customer Service, I was told that it is specified in the description that it is a set of 3 fins. I checked the site from several different places, with PC or MAC, Firefox or Google Chrome, the descriptions are empty.
So inform yourself before ordering to avoid ending up with 1 fin at 100 euros. I will not order from this site again.
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Response from HawaiiSurf
Hello,
We apologize for your order, on one hand the prices are set by the brands and distributors, and we retailers have little freedom on these prices outside of sale periods. Secondly, it was clearly indicated that it was a set of three fins in the description, plus one of the additional photos clearly showed the three fins in one view.
Well aware that this is not what you expected, a return is always possible for a refund.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 12/07/2017
I had to drive 30 kilometers on mountain roads after work to pick up my package because the delivery person was too lazy to do their job. But it still cost me about 10 euros in shipping fees while most other sportswear sites of this kind are free and deliver to home!! So you can thank TNT and that thanks to their lazy delivery people you just lost at least 2 customers and I will not recommend your services.
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Response from HawaiiSurf
Hello,
We are sorry to read your review, the delivery of your package was reported to TNT on the day the notice was deposited but we have not received any feedback until now.
We will refund you the shipping cost of your order as it does not correspond at all to the quality for which you and we were charged.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 02/07/2017
I had a 10€ discount code that I registered during payment but it was not validated when I contacted customer service, I was told I would be called back, I'm still waiting and otherwise they would deduct it from the next purchase. So upon arrival, it's always the customer who suffers. Personally, I will not recommend your site.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 15/07/2017
No one to answer my questions. Romain very very light.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/07/2017
The delivery by TNT is deplorable! We made a change of delivery (to a relay point instead of the home address); the package was indicated as delivered since Wednesday morning, it was still not present at the relay point Thursday afternoon! Following a call to TNT this morning, the package reappeared at the relay point! What a shock when upon receiving the package the box was completely open and the bag containing the purchased items was the same!!!! Unacceptable to pay for a service and not be sure to have your package intact!!!
No worries regarding the hawaiisurf site itself
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Response from HawaiiSurf
Hello,
Indeed this is unacceptable, were all the items present and in good condition?
I will proceed with the refund of your shipping costs.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/07/2017
The size does not match and I did not see that we could not return the product.
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Response from HawaiiSurf
Hello,
If the size of the item does not match, you can definitely return it for an exchange, credit (within 100 days) or refund (within 14 days after receipt). It has never been otherwise. Where did you read that returns were prohibited?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/07/2017
First and last time I order from this site. How can you lose my package without even sending it? Lack of professionalism. SITE TO AVOID!
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Response from HawaiiSurf
Hello,
We are sorry for your order, you simply ordered a successful item at the end of the season. It has probably been stolen resulting in a stock error. An error that can happen on all e-commerce sites.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 17/05/2017
The mention 'If ordered before 3 PM' is just for decoration. My order was shipped on the day it was supposed to arrive... A blatant lack of professionalism; if you display delivery times, you should respect them, otherwise don't display them at all.
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Response from HawaiiSurf
Hello,
We apologize for the shipment of your order from June 8th, which was sent on June 9th with a one-day delay. You can verify on this same page of verified reviews that the mention 'If ordered before 3 PM' is not just decoration.
We do our best to ensure our orders arrive on time, but like all online sellers, sometimes there can be a mishap with an order.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/05/2017
Interesting prices, when you receive the right product. Two orders, twice delivered a product that does not match what I ordered...... And the refund of the return shipping costs refunded up to €10, when you pay €15 to return the product..... Not professional! I will not repeat the experience.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/02/2017
Incompetent
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Response from HawaiiSurf
Hello sir,
We would like to apologize for this unfortunate error. All our products are hand-labeled, so it is possible that there are errors like the one you experienced. As far as possible, we exchange the product for another one that interests the customer; otherwise, we proceed with the cancellation of the order.
We refund the return shipping costs if the customer has to return the product, up to €10, just attach the invoice.
We have received the return of your order and you will receive the refund by the middle of next week.
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/02/2017
Once the payment is received, the customer no longer counts
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Response from HawaiiSurf
Hello Madam,
We apologize if we made you think that you did not count, but please know that this is not the case.
Your satisfaction is our reward and that is why we do our best to meet your expectations as much as possible.
Your order was delayed and we did our best to fulfill it. Sometimes certain orders are not relayed to the preparation service due to a computer anomaly or stock error and it is necessary for the customer to contact or be contacted to find a solution. This takes more or less time depending on the period.
We hope we have been able to meet your expectations.
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 29/01/2017
The preparation of the package is a bit long but the delivery time was respected. What annoys me greatly is that this is the second time I order from HawaiSurf but I never receive the boxes or packaging that go with it. You sent my jacket without any protection in the box, it's unacceptable given the time it took to prepare my order. Recently I ordered a pair of shoes and they were sent to me without their box, they were just thrown into the box, it's shameful. The only star I leave is for the delivery times.
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Response from HawaiiSurf
Hello Sir, The order for your Nike SB Coach was placed on a Sunday and shipped the following Wednesday knowing that we are open from Tuesday to Saturday, so closed on Sundays and Mondays. It seems that it was delayed certainly due to the number of orders placed during the weekend. There are no packaging boxes for a jacket, we receive the products in bulk in a box. It is true that for some clothing there are blisters but we remove them when organizing the products in our stocks and when a customer wants to try them on. The box in which your order was shipped is specifically designed to protect the product. Did your clothing arrive damaged? We have no record of an order for a pair of shoes on your customer account. Our pairs of shoes are shipped in their original boxes with plastic packaging bearing the logo of the carrier you chose (TNT, DPD, or Chronopost). We hope we have met your expectations. Best regards, Kevin HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 21/01/2017
the products paid online were not in stock
no one contacted us, we made the claims ourselves by phone
no email to confirm the handling of the refund
no commercial gesture
and still not refunded to this day (transaction on January 21)
we were regular customers
we are disappointed
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Response from HawaiiSurf
Hello,
Sir, please excuse us for this stock error, it happens that there are some computer bugs regarding product quantities.
We tried to reach you on January 24 and 26, 2017 without success, so we left you voicemail messages.
On January 31 during our phone conversation we clarified the situation and you requested the complete cancellation of the order which was immediately taken into account.
The delay between the request and the receipt of a refund depends on the flow of ongoing requests. We were in the middle of a sales period and had many requests during this time.
We thank you for your loyalty and hope not to have kept you waiting too long.
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 30/01/2017
Mask well received
model already opened with a scratched screen and that without a price reduction
+ screen less blue than in the photo!
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Response from HawaiiSurf
Hello,
We apologize for the condition of the product you received. What was the response from our customer service when you contacted them?
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 18/01/2017
Order received 6 days late and package damaged...
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Response from HawaiiSurf
Hello Sir,
Your order was placed on January 19 with a delivery scheduled between January 20 and 23.
We apologize for the delay of your order, during sales periods it is common for some delays to be reported.
The order was shipped on January 24 and was dropped off on the 25 at the parcel relay of your choice with a 48-hour delay.
Did your products arrive in poor condition?
The purpose of the packaging is precisely to protect the products during transport. We are not responsible for the handling of the package once it leaves our premises. We prepare the order and hand it over to the carrier for them to deliver it to you.
We remain at your disposal.
Best regards
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 25/01/2017
very bad service: I received my skis in a plain box without protection or bubble wrap nothing!!! I advise against buying fragile items on this site
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Response from HawaiiSurf
Hello,
You ordered on 01/25 for a pair of skis at -60%, shipped on 01/26 and picked up on 01/27 by you, with shipping costs waived.
The
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/01/2017
paid return!
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Response from HawaiiSurf
Hello,
Is this a joke? the return is normally, logically and by default at the customer's expense. We do not indicate
anywhere that the return is free.
Can you tell us the reasons for your review and its rating?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/01/2017
I chose home delivery, and TNT (the delivery person) directly dropped the package at a relay point without coming to my home...
I therefore paid for a service that was not performed!! and I had to go pick up my package at the relay point!!
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Response from HawaiiSurf
Hello,
I apologize for your delivery, after discussing with you on the phone I reported the issue to TNT, and processed a refund of the shipping costs for your order.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/01/2017
Product received in a ball without packaging in the box
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Response from HawaiiSurf
Hello Sir, We apologize for the poor handling of your order. Did you receive both orders in the same condition? The cardboard box is the packaging. We take your comment into account and will remedy this situation. Best regards, Kevin, HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 15/01/2017
After numerous orders, very disappointed this time, a pair of shoes: after a very quick delivery (which I rightly commend) I find myself with only one shoe in the box. No apology from the person in the store either on the phone or upon receiving the second shoe, as if it were normal... a simple check before sending or an apology from the store was deserved.
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Response from HawaiiSurf
Hello,
We apologize for the receipt of an order with a missing shoe, we did our best to ensure that the second shoe reaches you as quickly as possible but after the first weekend of sales it is possible that the online reception was expedited as the advisors were handling multiple cases during this busy period.
Hoping that the pair has been completed and is suitable.
Best regards,
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/01/2017
disappointing
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Response from HawaiiSurf
Hello,
Please excuse us for your order, unfortunately we are not immune to breakage or theft, which is harder to avoid during this holiday/sale period when there is more traffic in stores.
My colleagues informed you as soon as the missing pair was detected and confirmed after searches by our preparers.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/01/2017
Horrible order packaging
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Response from HawaiiSurf
Hello,
What was the issue with your packaging?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/01/2017
Unfortunately, my order was forgotten and I had to go pick it up at the store in an emergency... bad luck! It's really a shame...
However, the staff immediately recognized their mistake, apologized, and tried to make amends, that's what I will remember. To err is human :-)
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Response from HawaiiSurf
Hello,
We apologize for your order, glad you were nonetheless satisfied with the welcome in the store,
Thank you for your feedback.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 22/12/2016
Order not received within the indicated time. No gift to offer for Christmas.
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Response from HawaiiSurf
Hello,
We apologize for your order, only delivery for Christmas was guaranteed until 20/12. Your order was prepared and handed over to the carrier on 22/12, the date of the order. But with the Christmas rush, it could not be delivered within 24 hours to the pickup point but was handed over to the pickup point the next working day, Monday 26/12.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/12/2016
Delivery time not respected
Sms email sent to retrieve product while it is still not delivered
Big mess
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Response from HawaiiSurf
Hello,
It seems indeed that there was a bug during the delivery of your order as discussed together by email.
It was indicated deposited in relay on 15/12 while it was deposited on 16/12.
Please excuse us for these 7 hours of delay in the delivery of your order during this holiday season.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/12/2016
Satisfied or refunded... not really. Following a misunderstanding regarding the positioning of my bindings on my skis (a sophisticated computer tool to choose your position could easily be implemented), they did not want to take back my skis. For the boards I understand, once they are drilled they are unsellable. However, they could at least take back the bindings so that I can choose another model with different drillings that would allow me to position my bindings as I wish.
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Response from HawaiiSurf
Hello,
I just checked with my colleagues, if the bindings have not been used we can take them back even if they have been mounted.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/11/2016
Order without problems. The product is compliant with the description. But where it hurts is that I was delivered in 15 days because the delivery company was blocking the product due to a dispute with Hawaii Surf. Unacceptable knowing the number of phone calls and emails I had to make to unblock the package!
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Response from HawaiiSurf
Hello, We apologize for the delivery of your order, we did our best to ensure that the delivery was made as soon as possible, unfortunately between the different contacts we can have with our carrier, it can turn into a dialogue of the deaf and not advance the package at the hoped speed. We have issued a refund on the shipping costs of your order due to this delivery. Best regards, Romain, HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 14/11/2016
After ordering a ski mask, upon receipt I was very disappointed! Indeed, the package was not opened at all, however it did not correspond to the description, the packaging of the mask was in very poor condition (it had already been opened and was resealed with an old piece of tape). As for the product, it was in the same condition as the mask: damaged glass all scratched. I really do not recommend this site especially since I am still waiting after 2 weeks for a response from customer service regarding the complaint I made.
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Response from HawaiiSurf
Hello, Please excuse us for the delay in your complaint, I am following up with my colleagues and including you in the discussion loop. Best regards Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/11/2016
Delivery 24h after 5 days. Thank you
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Response from HawaiiSurf
Hello, We apologize for the delivery of your order, it was indeed handed over to the carrier on 10/11. It seems that the carrier had issues with the delivery. Best regards Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 16/11/2016
Good
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Response from HawaiiSurf
Hello,
We apologize for the TNT delivery which the first time was far from exemplary. Following the return, we had the board serviced by our skiman so that the base is top for your season.
I have not received feedback for the Fix order, did you place it?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 16/11/2016
Hawaiisurf needs to verify the reliability of its carrier! I was not delivered.
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Response from HawaiiSurf
Hello,
We apologize for the delivery of your order, it seems there was an issue with the tracking of your order as we also did not have access to the tracking of your order, I did not receive a direct response from DPD.
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 26/09/2016
I still haven't received the snowboard, 20 days have passed and I know nothing about the shipment. I have sent several emails and have not received a response.
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Response from HawaiiSurf
Hi, I apologize that my coworker didn't get back to you about your order, they had trouble with the last board in stock and we couldn't ship it. The order was refunded last week. Regards Romain HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 06/10/2016
Fast delivery, nothing to complain about. However, the skateboards offered do not seem to be properly stocked, as the one I bought had quite a few visible scratches, even some black marker traces intended to hide the defects, which is borderline dishonest. Needs improvement!
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Response from HawaiiSurf
Hello,
I apologize for the condition of the board received, unfortunately it was the last one in stock for this model, was the board intended to be hung?
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/09/2016
I find that the site is well made but the tracking is not detailed enough, especially when you are told that the order will arrive on a certain date and it only arrives 2/3 days later!
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Response from HawaiiSurf
Hello,
I apologize for the delivery of your order, as explained during your call to the store, we had an exceptional case on Thursday 15/09 because the replacement driver from DPD did not come at all to pick up the orders, we could only send your package the next morning, Friday 16/09..
Best regards
Romain
HAWAIISURF
A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/08/2016
Order not shipped the same day as announced. I ordered at 11, still not shipped to this day...
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Response from HawaiiSurf
Hello miss,
We apologize for the delay in preparing your order, one of the products in the order had to be replaced because there was a small mark on the plastic shell.
Your order was shipped on August 13, 2016, which was a Saturday, as the carriers do not work on weekends your order was taken care of on Monday, August 15, 2016.
We thank you for your patience.
Sincerely
Kevin
HAWAIISURF
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/08/2016
cracked deck and cut grip
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/08/2016
Very good site.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/08/2016
A lot of delays, no excuses or information received
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A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 03/08/2016
Delivery times are not respected, we are promised delivery in 24 hours to a pickup point but in reality it will be more than 6 days that I have been waiting and I still haven't received anything... And this is not the first time this has happened.
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A
Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 14/07/2016
MINOT (JACADI), one piece 18M and 24M?
Here is the address :
25, rue Louis Le Grand
75002 Paris
FRANCE
Tel. +33 1 53 43 97 36
And an extra piece for us in 12M for FEDOR and 3Y for FLAMMEBIS.
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