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N
Rating: 3 out of 5
The return process is too complicated. We receive via Chronopost but returns are done with GLS. No way to find a relay to return the package!!!
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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 3 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
P
Rating: 3 out of 5
I am surprised by the lightness and fragility of the surfboards... To see in use this summer
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S
Rating: 3 out of 5
Unfortunately poorly sized purchase Return of the order
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K
Rating: 3 out of 5
The product is too small I have to return it but the carrier GLS in Montpellier is unreachable
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G
Rating: 3 out of 5
Product received with different wheels than those mentioned in the product sheet. We will contact customer service
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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
G
Rating: 3 out of 5
I was expecting a 100% cotton product, as indicated in the description, and I received polyester and nylon.
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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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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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S
Rating: 3 out of 5
Order of July 24 / picked up at the relay point on August 4. long delay due to an error on the DPD tracking number due to the sender. obligation to send emails to DPD and Hawaii surf to know that the order had indeed arrived (info obtained from the customer service of Hawaii)
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Y
Rating: 3 out of 5
Lack of information on the technical part of the surfboard purchased and delivery time almost 3 times higher compared to the price of the chosen delivery.
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T
Rating: 3 out of 5
Delivery quite slow
No grip for the boards not specified on the site
No loyalty act despite a large order
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No grip for the boards not specified on the site
No loyalty act despite a large order
J
Rating: 3 out of 5
Order delayed twice: first by Hawaiisurf, then by the carrier. Moreover, the product is not the right one.
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S
Rating: 1 out of 5
unacceptable delivery times
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B
Rating: 3 out of 5
Well-made site and easy to order, but significant delivery delay compared to what was announced (I couldn't enjoy my surf, my vacation ending...! :(
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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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P
Rating: 3 out of 5
The skate is not the right color, I asked for pink and I received blue
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G
Rating: 3 out of 5
Lack of eco-friendly alternatives in the proposed products.
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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: 3 out of 5
Package worth €250 dropped off without asking for proof of delivery or signature and I was not home. Bold for the same price it's stolen and I don't have it in my possession. Proposing a reliable carrier like DHL express or iOS would be an added value for your site
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Response from HawaiiSurf
Hello Maxence, Thank you for taking the time to share your experience. We understand your frustration regarding the delivery of your package and we are sorry to hear that it was not secure. Your feedback on using reliable carriers is valuable and will be taken into consideration in our future logistical choices. We appreciate your understanding and hope that your future orders will go smoothly. We are happy to have been able to discuss this with you by phone. See you soon at HawaiiSurf and... enjoy the ride! Best regards, The hawaiisurf.com team
M
Rating: 3 out of 5
Very long delivery. There was an additional delay of 5 days clearly specified but it took almost 1 month to receive the pads.
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Response from HawaiiSurf
Thank you for your feedback. We are sincerely sorry for the delay experienced. Unfortunately, during the holiday period, our supplier closed for a week and we also closed for a few days, which considerably delayed the supply, shipping, and therefore delivery. We still hope that the rollers suit you and that we will see you again at HawaiiSurf ;) Happy skating!
N
Rating: 3 out of 5
Fast delivery but a product that does not match the order. Still no return slip 3 days after the request. HawaiiSurf will be a second choice in the future.
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Response from HawaiiSurf
We are sorry Nadia for this unsuccessful experience: the processing time for your return request was indeed unusually long due to a surge during the holiday period. The refund for the concerned item was processed two days ago now. Hoping that the other products ordered bring you satisfaction and that we will see you again on HawaiiSurf!
B
Rating: 1 out of 5
Terrible. Size guide wrong, support belt missing and return costs at my expense.
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D
Rating: 3 out of 5
Hello, the delivery person did not deliver the package to the expected address
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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.
C
Rating: 3 out of 5
Received very quickly, downside on the very average packaging, just a thin cardboard rectangle and a plastic balloon, result the item is a bit damaged at the ends.
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A
Rating: 1 out of 5
Order placed on 12/08 for delivery scheduled on 14 for a birthday on the 17. Ultimately the stocks are not good so order modification on the 14 and receipt of the product on 23/08 in an old recovery box all rotten half open and the t-shirt inside not even wrapped and wrinkled like in a basket of dirty laundry... top!
First and last order at Hawaiisurf. Thank you
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First and last order at Hawaiisurf. Thank you
J
Rating: 1 out of 5
Order not verified before sending. 3 cuts on the back of the wetsuit. Too bad because of the speed of shipping
Good after-sales service.
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Good after-sales service.
M
Rating: 1 out of 5
very bad box content very damaged it was for a gift
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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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R
Rating: 3 out of 5
Part of the order was out of stock
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M
Rating: 3 out of 5
I received my fins with a scratch on one of them, impossible to report
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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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F
Rating: 3 out of 5
For the responsiveness and shipping time. However, a product on sale with a lack of stock update is not really acceptable in my opinion. The specifications are not precise on the second product. So not satisfied this time. But it remains a reliable site, which explains the 3.
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M
Rating: 3 out of 5
The order was announced, then delayed by a day without explanation. For the rest, everything went well.
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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