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 don't know the site, but I do know the store. Following my dissatisfaction with 1 out of 2 products purchased, hawaiisurf contacted me to resolve my issue: this approach is positive in itself, let's wait for the follow-up. Nice material but in April, indeed, ski shoes are rarer and I should have acted sooner for this purchase.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 04/04/2019
Competent seller but unpleasant, with a smile it's nicer! Customers come to see sellers for information, not to be treated like someone who knows nothing. Sales technique needs to be reviewed...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 23/03/2019
Fast shipping and neat packaging, but no tracking during shipping. I randomly went to the relay point suspecting it should have arrived since the few days I ordered. I find the site average since it was redone. It's pretty, but full of bugs, especially in keyword searches. And there was no tracking, too bad.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 29/03/2019
First order placed.
The package has not yet been delivered.
This is therefore just a temporary review.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/03/2019
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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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 17/03/2019
Long delay for 10 euros of shipping
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 14/03/2019
The box was pierced (broken through) and the inner plastic packaging was torn over 15 good cm! Fortunately, the wetsuit was fine! So packaging and transport need improvement!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/03/2019
Maybe consider training your employees to put two similar shoes in one box.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 08/03/2019
There are more and more days between the order and delivery, you say it’s shipped and it’s not true, I received the package today, March 19, before when I ordered from Claude I had the packages 2 days later, now it takes at least 10 days, when it’s been more than a week and I don’t have a package I call you not happy and strangely I receive 3 days after each complaint the promo code instead of the licensed rate never works. Best regards, Ghislaine Ponty
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Response from HawaiiSurf
Hello,
We sincerely apologize for the delay on this last order, we indeed had a hiccup with the shipment, the first envelope sent was lost by the carrier, everything was shipped and good for us.
Before having your feedback, to inform us that you hadn’t received anything, we then made an urgent reshipment. The fact that you call “not happy” has nothing to do with the reception shortly after, by simply informing us, happy or not we would have reacted in any case =) .
No need to generalize exceptions, delays remain rare, apart from this one corresponding to a delivery problem with the carrier. We noted only one delay for a set of bearings ordered during the sales last June.
When the code doesn’t work, we handle it manually, the refund of 10% of your order has actually been processed today.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 12/03/2019
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
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/02/2019
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/02/2019
Used to super quality with HawaiiSurf, I was just surprised when opening the package to see one of my wheel sets opened and re-taped as best as possible. (nothing serious)
Fast, correct and reliable site
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/02/2019
Hello, I ordered a set of pads for my board, which I paid 15€. The surprise was not very pleasant when I received my item with a label on it, 15€ crossed out -50%, new price 7€50. The customer perception is not very good. Otherwise, the delivery was fast and the item was in good condition.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/02/2019
Phone contact really great, very good advice, nothing to complain about. However, the delivery, although fast, leaves something to be desired in the sense that everything was moving around in the box, the ordered items thrown loosely in the delivery box... In short, it was my first order, I might try again but if this happens again, I will buy elsewhere.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/01/2019
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.
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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
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/01/2019
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.
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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
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 13/02/2019
Lack of description under some items
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/02/2019
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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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.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/02/2019
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
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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
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/01/2019
I bought a sale short, fast delivery. Unfortunately, I took a size too small but I was able to return it for a larger size, Haiwaiisurf exchanged it without any problem. To improve: - the communication on the site: on the product page it says once 'free shipping' without further mention, and at the bottom of the page it is added 'from 89€ purchase'. I felt misled when I had to pay shipping fees at purchase! - the product exchange process, it's more convenient when we are sent a label to print/stick on the package rather than doing everything manually at the post office.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/01/2019
I bought a pair of shorts on sale, fast delivery.
Unfortunately, I took a size too small but I was able to return it for a larger size, Hawaiisurf exchanged it for me without any problem.
To improve:
- the communication on the site: on the product page it is written once "free delivery" without further mention, and at the bottom of the page it is added "from €89 purchase". I felt deceived when I had to pay shipping fees at purchase!
- the product exchange process, it is more convenient when we are sent a label to print/stick on the packaging rather than doing everything manually at the post office.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 07/02/2019
Good. But I paid for next-day delivery before 1 PM and I waited 3 days for my package, even though there were no weekends or holidays in between
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/02/2019
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!
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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
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/02/2019
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!!!!
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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.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/01/2019
GOOD!!!, but expensive, the delivery costs! (let's say that the delivery costs me 4 times the price of the item..!)
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Response from HawaiiSurf
Hello,
Unfortunately, the delivery rates are fixed (for Belgium as for France) and it is true that for just a spare part it may seem disproportionate..
We remain an independent shop and do not have the physical means (weighing each reference) and technical means (developing/integrating a solution on the site) to adjust delivery costs based on the theoretical weight of one or more items in an order, for the moment.
Without pushing for personal consumption, the 'good plan' in this case would be to group an order with other riders to take advantage of interesting rates on other wear parts (wheels, plates, etc.) by sharing the delivery.
Best regards
Romain
HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/01/2019
GOOD!!!, but expensive, the shipping costs! (let's say that the shipping costs me 4 times the price of the part..!)
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Response from HawaiiSurf
Hello, Unfortunately, the shipping rates are fixed (for Belgium as for France) and it is true that for just one spare part it may seem disproportionate.. We remain an independent shop and do not have the physical means (weighing each reference) and technical means (developing/integrating a solution on the site) to adjust shipping costs based on the theoretical weight of one or more items in an order, for now. Without pushing for personal consumption, the 'good plan' in this case would be to group an order with other riders to take advantage of interesting rates on other wear parts (wheels, plates, etc.) by sharing the shipping. Best regards Romain HAWAIISURF
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2019
XL t-shirt corresponds more to a double 2XL, so too big.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2019
The XL t-shirt is more like a double 2XL, so too big.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/01/2019
The speed category is missing for inline skates. Otherwise, it's well done and ergonomic.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/01/2019
The speed category is missing for inline skates. Otherwise, it's well done and ergonomic.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/01/2019
I had to wait 4 days after the order to receive an email confirming the shipment of the package, it's a bit long, after I don't know if this problem was due to the seller or the delivery person.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/01/2019
I had to wait 4 days after the order to receive an email certifying the shipment of the package, it's a bit long, after I don't know if this problem was due to the seller or the delivery person
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/01/2019
Product as described. Well packaged. I chose the chronopost option for next day delivery. The package only left the next day even though I ordered in the morning as specified
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/01/2019
Product compliant. Well packaged. I chose the chronopost option for next day delivery. The package only left the next day even though I ordered in the morning as specified
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2019
24-hour delivery not respected even though an extra cost was paid ... not very correct!
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2019
24h delivery not respected even though an extra cost was paid... not very correct!
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/01/2019
a bit expensive for what it is, 12 euros for two pieces of neoprene... as for the shipping costs, really too expensive
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/01/2019
A bit expensive for what it is, 12 euros for two pieces of neoprene... as for the shipping costs, really too expensive
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/01/2019
Items very good but big problem with my order for which I had to call 4 times
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/01/2019
Items very good but big problem with my order for which I had to call 4 times
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