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A
Rating: 3 out of 5
Defective product. Good customer service, but the replacement time was quite long
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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: 3 out of 5
The jacket is totally in line with my expectations
However, the announcement also mentioned a package for N'PY that I never received
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However, the announcement also mentioned a package for N'PY that I never received
Response from HawaiiSurf
Hello Mrs. Baroux, We are sorry for this inconvenience, but perhaps you did not notice that to benefit from the N'PY package offer, you needed to add a code that was indicated on the product at the time of your order. Please feel free to contact us so we can guide you on how to proceed to benefit from it. HawaiiSurf thanks you for your understanding and looks forward to your response. Best regards, Suellen DALL’AGNOL Customer Service Assistant | HawaiiSurf +33(0)5 33 78 06 00 [email protected] 8 place André Emlinger 64100 Bayonne hawaiisurf.com
A
Rating: 3 out of 5
First order at HS, it was not possible to have it delivered to the store in 75014, a pair of 686 gloves, very good + a Carve mask supposed to be 1-3 so photochromic and well no, received a yellow lens for bad weather indicated 2 on the box. Incomplete and approximate product descriptions on the site and moreover HS works with GLS for delivery, the worst I know, delivery delayed 3 times because the relay points (which are proposed by GLS in the center of Paris) are not valid, after negotiating with their sales service, I was finally delivered at home, the day before my departure to Les 2 Alpes. Phew
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A
Rating: 3 out of 5
I ordered a cap but did not receive the indicated model, I did not return it because it suited the person. Fast shipping.
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A
Rating: 3 out of 5
Speed and efficiency. However, the grip of the skate was very poorly applied!
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Response from HawaiiSurf
Hello, thank you for your feedback. The purchased product corresponds to a skate already gripped by our supplier. Our team remains at your disposal to best resolve the issue. Please provide us with photos of the received product at [email protected] highlighting any defects. Thank you again for your trust, Benjamin.
A
Rating: 1 out of 5
Wrong item received.
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A
Rating: 3 out of 5
The sweatshirt is very nice. However, the size of the package is a bit excessive, the box didn't even fit in the mailbox, I could have put a dwarf inside.
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A
Rating: 3 out of 5
Order delivered by carrier in the rain, and box properly cut to see what was inside. Fortunately, this did not interest the carrier. Product delivered as described but poorly packaged, thus slightly damaged.
Correct deadlines
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Correct deadlines
A
Rating: 3 out of 5
Fast delivery, good size and good pair of rollers, however impossible to remove the wheels, loctite on all screws, 3 broken tools and 2 screws jumped before the loctite, I had to go to the workshop to drill the wheel screws
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A
Rating: 1 out of 5
Package not received
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A
Rating: 3 out of 5
I received the order quickly but it was not the right product. With the end of year holidays, there must have been a mix-up in the orders. I had to return the product but the one I wanted was no longer in stock. They will refund me.
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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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A
Rating: 1 out of 5
Site not up to date. Poor communication to inform me that my product was not available, cancellation and long refund delay, in short, to use my nephew's expression, 'nothing is going well!'
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A
Rating: 1 out of 5
The board arrived with many defects on the 2 rails and the nose. These defects did not come from the shipment or the package which was rather well done, the board was clearly broken before being packaged and shipped. Only it was sold as 'new'. After receiving it, I contacted customer service, no response. Disgraceful service. I do not recommend.
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A
Rating: 1 out of 5
I didn't order anything
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A
Rating: 1 out of 5
I receive reviews to give on items I haven't purchased...
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A
Rating: 1 out of 5
I have not received any order. When I try to log into my account, it gives me an error message.
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A
Rating: 1 out of 5
stop spamming me, thank you
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A
Rating: 1 out of 5
Recurring rust problem when storing skis
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Response from HawaiiSurf
Hello Mr. FORTIER, We are sorry for the situation. Your dissatisfaction is completely understandable. After a phone call and also by email, dated September 20/23, we offered to carry out a sharpening maintenance of your equipment at our expense, in a store near you. Since then, we are still waiting for a response from you. We maintain our proposal. Please get back to us with a quote that we will validate so you can start the season without worries. At your disposal, HawaiiSurf Customer Service
A
Rating: 3 out of 5
2 packages for 4 items. The second took time to arrive. One item does not match the order.
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A
Rating: 3 out of 5
The photo of the item matched the model of this year, but the item received is the model from 2 years ago. So indeed if we check the item code present in the description, it is the old model. But well, non-contractual photos are quite tricky. Average experience as a result.
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Response from HawaiiSurf
Hello, I am sorry that the item you received does not match the model you ordered, it is an error. This information has been reported to the concerned service and a modification of the visual has been made. I have contacted you directly in your customer area to offer you an adapted solution. I wish you a very good day. Cécilia from Hawaiisurf
A
Rating: 3 out of 5
Overall good, good price, good customer service, but it's a shame that return shipping costs are at our expense when the size is not right...
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A
Rating: 3 out of 5
Can still improve
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Response from HawaiiSurf
Hello, We thank you for ordering from Hawaiisurf. Your order was delivered within 48 hours. The package was well packed and the products were compliant. You indicated that a sole was missing in the roller you ordered. However, this roller is delivered without a sole as the foam of the boot naturally adapts to the feet. We have still contacted the brand to give you an official response. As you may have noticed, we did our best to provide you with quality service. If you are not satisfied, we invite you to send us suggestions for improvement. Hoping to see you again soon on Hawaiisurf. Have a nice day Tom from Hawaiisurf
A
Rating: 3 out of 5
I received my order but I find the shipping costs a bit too high.
A very light swimsuit can fit in an envelope, right?
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A very light swimsuit can fit in an envelope, right?
Response from HawaiiSurf
Hello, I hear your dissatisfaction. We have chosen to offer a flat rate that does not take into account the weight or volume of the ordered products. I have still noted your comment and passed it on to the logistics department. Hoping that the swimsuit you ordered pleases you. Don't hesitate to contact me for more information via your customer area. Cécilia from Hawaiisurf
A
Rating: 1 out of 5
Very disappointed with the service provided. I ordered a fragile item, and it was delivered to the customer by tossing it over a two-meter gate. I hope the item is not damaged, given the price and fragility of the product. Very disappointed, if the item is not functional, I expect a commercial gesture.
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Response from HawaiiSurf
Hello, I have noted your message. I apologize for the anomaly encountered with your order. The delivery person in charge of your delivery did not follow the procedure, and I will make sure to report this to our account manager so that a reminder of the procedure is given to the delivery person. I have contacted you via your customer area to get more details about the condition of the jacket received. See you soon. Cécilia from Hawaiisurf
A
Rating: 3 out of 5
No more
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A
Rating: 1 out of 5
The customer service refused to send me a prepaid label to return the rollers that were too small for my son, while they could not offer me a larger size. I had to pay 21.30 euros to return them. I am very disappointed and will not recommend on this site. I have no money to lose like this. Best regards.
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A
Rating: 3 out of 5
The nitro socks in the photo do not match the photo
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Response from HawaiiSurf
Hello, I apologize for this anomaly. In order to offer you an appropriate solution, I have contacted you directly via email on your Hawaiisurf account. I look forward to your response. See you soon, Cécilia from Hawaiisurf
A
Rating: 3 out of 5
Very good responsiveness from the sales service who quickly found the product I was looking for. The only problem was that it was slightly damaged upon arrival...
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Response from HawaiiSurf
Hello, I am sorry for this anomaly. We sent you a message on 04/11 asking for photos of the packaging in order to handle your complaint and offer you a solution. Unless I am mistaken, our message remains unanswered to this day. Awaiting your response. Good afternoon. Cecilia from Hawaiisurf
A
Rating: 1 out of 5
I feel like I was robbed. I thought I was buying a 4/3 and I received a 3/2. They lure you with an interesting price on the product you are looking for and when you get to the reservation moment, they change it for another one. I wasn't vigilant enough and ended up getting caught. Once, not twice!
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Response from HawaiiSurf
Hello, We are sorry that your experience on our site was not good. Unfortunately, the products in your cart can only be selected by you. However, our customer service remains at your disposal for any request for exchange or product return. The whole Hawaiisurf team wishes you a good day Tom from Hawaiisurf
A
Rating: 3 out of 5
Some items are defective and the photos do not match the color of the product.
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Response from HawaiiSurf
Hello, We are sorry that you are not satisfied with the products you ordered. Our customer service is at your disposal for any inquiries related to your order. The entire Hawaiisurf team thanks you for your loyalty and hopes to see you soon. Tom from Hawaiisurf
A
Rating: 3 out of 5
The trucks should be sold in pairs by default.
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Response from HawaiiSurf
Hello Nicolas, We are sorry that offering trucks individually does not suit you. We chose to operate this way to give some customers who only want to change one truck the opportunity to buy just one. The entire Hawaiisurf team wishes you a good day.
A
Rating: 3 out of 5
The wheels of my rollers are damaged when they should be new, I contacted customer service and received no response.
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Response from HawaiiSurf
Hello Madam, I am sorry to read that the wheels received seem to have been used. After checking, I cannot find any trace of your complaint. I have therefore sent you a message on your Hawaiisurf account to find a suitable solution together. I look forward to your response and remain available for any requests. See you soon. Cécilia from Hawaiisurf
A
Rating: 1 out of 5
Bad experience
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Response from HawaiiSurf
Good morning, sir, After the return of your order, you had requested an exchange. However, due to human error, a refund was processed and I am very sorry. We have done everything necessary to ensure you receive the original price. Your order will be prepared and shipped as soon as possible. I apologize again for the problem and wish you a good end of the day and a very good weekend. Cécilia from Hawaiisurf
A
Rating: 1 out of 5
We ordered via click and collect at a Hawaiisurf store in Saint Jean de Luz. The post office informs us that the package could not be delivered because they could not find the address, whereas we never requested a Colissimo. We had to request to be delivered again but we did not know the postal code... A nightmare without a name after managing to call the post office after 35 minutes to finally be delivered to a relay point 20m from the shop in click and collect.
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Response from HawaiiSurf
Hello, First of all, I thank you for your order and I apologize for the delivery issue encountered. Colissimo is the carrier used when you select the free delivery in Click & Collect to deliver to the chosen store. For your next order, do not hesitate to contact us, our team will be happy to assist you. I wish you a great day. Tom from Hawaiisurf
A
Rating: 3 out of 5
Hello I ordered a skateboard from you, it arrived slightly marked on the tail due to poor packaging, otherwise the deadline was respected...
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Response from HawaiiSurf
Hello Steven, We are sorry for this inconvenience, we will pass this information on to our logistics department. We also invite you to contact our customer service who will find a solution to this delivery incident. I wish you a nice day. Tom from Hawaiisurf
A
Rating: 3 out of 5
Pickup at the Paris store
Delivery times not respected
Package opened
Sticker absent from the package
Too bad it wasn't checked at the time of pickup ...
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Delivery times not respected
Package opened
Sticker absent from the package
Too bad it wasn't checked at the time of pickup ...
Response from HawaiiSurf
Hello, We are sorry that the delivery time was not respected, we will do what is necessary to ensure this does not happen again. Your package was opened and I apologize for that, our sellers in-store are required to open your package to verify that the products match your order. Finally, we provide stickers upon request, you can contact our customer service, they will be happy to send you stickers. We hope we have answered all your requests. The entire Hawaiisurf team wishes you a pleasant day
A
Rating: 3 out of 5
Information problem. During the purchase, 5 sites are offered for click & collect. In the confirmation email of availability, ZERO reminder of the address or order number. On the site, there are only 4 listed addresses (mine was the 5th obviously, untraceable!)
And when I finally found my package, the friendliness of the sellers, managing dozens of pickup sites, was terrible…
The products themselves are okay, but the customer experience was awful.
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And when I finally found my package, the friendliness of the sellers, managing dozens of pickup sites, was terrible…
The products themselves are okay, but the customer experience was awful.
Response from HawaiiSurf
Hello, I am sorry that you did not find the information you were looking for on our site. Please note that you can find the delivery address of your order in your customer area / My orders / View details. To facilitate your experience, we have added the mentioned information in our "Stores & Click & Collect" section. I have noted your comments and will make sure to pass the information to the relevant people to improve our service quality. I wish you a great day. Tom from Hawaiisurf
A
Rating: 1 out of 5
I have not received my order
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Response from HawaiiSurf
Hello, We have received your email regarding a delivery issue. We have sent you a sworn statement of non-delivery to fill out so that we can initiate the complaint procedure with GLS. To date, we are still waiting for this completed and signed form from you. As soon as we receive it, we will start the procedure. The entire Hawaiisurf team wishes you a good day
A
Rating: 1 out of 5
I am not at all satisfied. When I opened the package, I realized that you had made a mistake with the items I ordered. I therefore returned the item to recover the one I ordered. To date, still no news after 15 days, and moreover I had ordered for a birthday that has already well passed. I find this not very serious
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Response from HawaiiSurf
Hello, An error did indeed occur during the preparation of your order. As soon as we became aware of the problem, we organized a return of the merchandise and proceeded with the refund. To compensate you for this issue, we have sent you a promo code to waive shipping fees on a future order. We hope these solutions were satisfactory for you. The entire Hawaiisurf team wishes you a good day