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.
My order has been canceled. The payment was made by bank transfer since October 4, 2021. I am trying to contact Hawaiisurf in vain to obtain a refund or a credit. No response by email via their website.
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Response from HawaiiSurf
Hello,
Unfortunately, we encountered a computer problem for the refund of your order.
You were refunded 2 weeks ago.
We are sorry for this inconvenience.
The entire Hawaiisurf team wishes you a good day.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/08/2021
I did not receive the correct order
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Response from HawaiiSurf
Hello, We have sent you a return label and we are sending you the correct merchandise. Hoping our customer service has satisfied you. The entire HawaiiSurf team wishes you a good day
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/08/2021
I ordered my board on the Hawaiisurf website and received it with an impact on the underside of the board. I immediately informed Hawaiisurf but had to follow up three times to get a response which was ultimately negative. They don't want to know anything (no commercial gesture and they don't even open a file with the carrier)... it's my fault if my board is damaged... really a shame to trust a site only to receive a new but damaged board. I do not recommend this site.
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Response from HawaiiSurf
Hello,
We are sorry to hear that you were not satisfied. However, before shipping we notified you insisting that it was essential to unpack the board and check it in front of the carrier to avoid such inconveniences. Surfboards are particularly fragile products and need to be checked carefully. We are sorry for this situation and we are ready to offer you a gesture on a future order to compensate for your disappointment. Please contact customer service at [email protected].
The entire Hawaiisurf team wishes you a good day.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 14/03/2021
Board damaged during delivery and a real obstacle course to get reimbursed. Always up to you to do the steps = 1 month.
Board not protected in the box, no possible tracking for the delivery of the board, delivery company: does not notify you when it passes and does not leave a message.
Conclusion: AVOID and buy in a surf shop:
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Response from HawaiiSurf
Hello,
We are sorry that your board arrived damaged, the boards are shipped via a specialized carrier hence the tracking unavailable in your space, however, with a simple email or call, we can give you the status of the transport.
As for the refund, you contacted us on April 12, the refund request was made on April 12 at 4:50 PM. The bank refund takes a maximum of 5 working days to be effective.
We are sorry that you consider this as an obstacle course and we will make sure to improve in the future.
Thank you for your understanding and have a nice day.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/04/2021
5 days after placing my order I was informed that the product was out of stock... Very disappointed!
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Response from HawaiiSurf
Hello,
Unfortunately, it sometimes happens that an error slips into our stock and that the ordered product is not available. These occurrences are very rare and we always try to find a solution with our suppliers so as not to disappoint our customers, hence the delay in notifying you. You can send us an email at [email protected] so that we can find a solution together.
The HawaiiSurf team wishes you a good day.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 18/04/2021
This is not the right order
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Response from HawaiiSurf
Hello, as discussed on the phone with you, this is an error on your part and you are satisfied with your order. Could you please correct your rating? Thank you! We remain at your disposal!
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/04/2021
After 10 days of waiting, I had to call to be told that my order (which I had paid for) was out of stock, and that I would be refunded.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 30/03/2021
1st order received in 24h, Roller too small, so new order, Still not received, It's been 1 month!!!
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 09/03/2021
I contacted you 2 times for the moment without a response for a cap received that is not the cap ordered
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Response from HawaiiSurf
Hello, It seems that you received a product that did not match what was ordered. We have taken the necessary steps and refunded you for the product in question even before receiving the return. We are sorry that the processing took longer than expected. Thank you for your understanding.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 08/02/2021
package never delivered, very disappointed by the lack of communication from Hawaii Surf.
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Response from HawaiiSurf
Hello, we have sent you a sworn statement of non-receipt of the package. Indeed, a dispute has been opened with GLS and we are asking them to get back to you quickly regarding this lost package. Thank you,
Best regards,
The HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/01/2021
The return policy is very poor and unacceptable to today's standards. I had to wait more than 5 months to get my refund. I'm never ordering again at HawaiiSurf because of bad customer service.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 31/10/2020
1st order canceled after 1 month by hawaiisurf. After various surprises. I am still waiting for the refund for this one... 2nd order ok but minimal packaging... 1 simple box for a board. After several emails, no response for the refund. In short... I was planning to make several purchases, it's not looking good.
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Response from HawaiiSurf
Hello, We acknowledge your review. We tried to reach you by phone. The refund for your order was made on 30/12. We remain at your disposal for any questions and apologize for the delivery delay during this holiday period. Thank you, Best regards, The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/12/2020
Very dissatisfied
Impossible to order online
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Response from HawaiiSurf
Hello,
Indeed, we had a computer bug during that day, several products could not be added to the cart, the issue was resolved within 24 hours. You can now reorder the product of your choice.
Thank you,
Best regards,
The HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 07/12/2020
After a slightly slow shipment, a very complicated delivery... it's not the right product... The store made a mistake... impossible to reach them.
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Response from HawaiiSurf
Hello, We have just become aware of your review. Indeed, during this period, the delays have been somewhat extended. However, we have just left you a voicemail regarding the receipt of a wrong product. We apologize for this inconvenience and ensure that you can return the product to us. Thank you, Best regards, The HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 24/11/2020
Fortunately, I was able to reach someone directly to fix the issue, because if I hadn't called, twice, I would still be waiting for my order!! Aside from this big detail, order in 48h.
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 06/11/2020
I finally have my wetsuit... but what a hassle!
Order placed on Saturday, November 7: delivery was supposed to be in 3 days max.
It is now November 19 and I had to go in person to the warehouse to pick up the order.
Sure, the carrier may have been fraudulent but I had to chase customer service several times otherwise time passed without anything, there were many back and forth, I received no proposal for arrangement/compensation.
In short, I end up with my order, but I lost an impossible amount of time and the experience was unpleasant.
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A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 20/08/2020
A problem occurred with an item from my order that turned out to be defective, it was returned to the shop quickly, since then silence from them, no news, so I have no refund, no item, and no follow-up... Honestly, go to the competition instead, the customer service is catastrophic.
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Response from HawaiiSurf
Hello,
We have just taken note of your review. We contacted you on 15/09 to inform you of the good receipt of your bearings. However, they arrived in excellent condition, no defects were noted by our experts. Please feel free to contact us for any further information.
Best regards,
The HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 06/09/2020
I still haven't received my package... Is that normal ????
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/08/2020
Customer service is extremely slow despite 6 calls, still no refund Apparently 'the depot' is overwhelmed with returns... bad sign... The questioning of the so-called depot should be considered, refunding a PayPal payment takes about 2 minutes 30 Thanks to the return tracking, I know that the package has been at the depot for more than 3 days
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 03/08/2020
Hello After 3 weeks, I am still waiting for my package which should have been delivered to a pickup point. The first pickup point did not accept GLS packages but it was still referenced. After contacting the site, I requested to change the pickup point. No notification regarding the change, just an oral agreement by phone. The carrier confirms to me that the package has been delivered to the new pickup point but they cannot find it. After multiple calls, no news and I am still waiting for my package and no one gets back to me regarding a new delivery or a refund (it's up to me to do all the steps, incredible ...)
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/08/2020
No delivery notice, no information regarding the arrival of the delivery person, the grip is rolled up which is very inconvenient to install!
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/06/2020
Never received
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Response from HawaiiSurf
Hello,
Your order was shipped on 10/06 and dispatched on 11/06 to the pickup point you chose, this same pickup point received your order on 16/06, a scan of the barcode confirms that they had it in their possession. Your package was returned to us at the end of last week and is currently in transit to your home.
We want to assure you that we are doing everything necessary for it to reach you as quickly as possible.
Best regards,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 10/06/2020
Poor customer management, I do not recommend!
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Response from HawaiiSurf
Hello Sir,
We are very understanding regarding your feedback, however, the situation that leads you to leave this review is actually not our fault, as I remind you, the product you ordered was indeed sold individually and mentioned in the description.
We want to reassure you and also assure you that we have indeed received your package and that the necessary actions have been taken.
Best regards,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 26/05/2020
I did not receive the product
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Response from HawaiiSurf
Hello,
The package is delivered to you, please check with the carrier. Unable to reach you, you provided a wrong number.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/05/2020
Recent purchase of a pair of rollers. The item was not checked before shipping, result: one brake is missing, moreover the box is more than deplorable whereas it is required in the sales conditions that the return of merchandise will only be accepted with intact packaging!!!
I requested a reshipment with a refund... I am waiting for confirmation.
I am disappointed.
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Response from HawaiiSurf
Hello Madam,
We apologize for this inconvenience, our customer service has responded to you and was able to find a solution.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 05/05/2020
My bearings are not working properly
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Response from HawaiiSurf
Hello,
Thank you for your feedback, our service has addressed this issue :)
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 04/05/2020
Skis received completely rusty, site to avoid
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Response from HawaiiSurf
Hello Sir,
Our customer service has responded to you on this matter and found a solution, we are making a commercial gesture to apologize for this inconvenience.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/03/2020
never again, the cap was pushed into the mailbox! 9 € shipping to Germany and broken cap!
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Response from HawaiiSurf
Hi,
thanks for your feedback, we understand your disappointment.
Could you please send us a picture of the product at [email protected] to find a solution
Yours truly
Amelie
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/03/2020
I did not receive my order, COVID-19 is surely the cause of the delay, but an email informing about the delays would be more appropriate than asking me to rate something that I think will not arrive before 15 to 20 days instead of the 5 announced.
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Response from HawaiiSurf
Hello Sir,
As you may have indicated, the health crisis we are all currently experiencing is the cause of the extension of certain deliveries, we, like the delivery people, are doing our best to ensure that all your orders reach you on time, however, it may happen that the delay is slightly longer than announced, especially at this time.
Regarding the email, it is an automatic email sent by Avis Vérifiés, it does not depend on us.
In the end, all's well that ends well, we are happy to see that today you have your order in your possession and that it did not take 20 days, phew!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/03/2020
The package was torn, and the rollers were not even wrapped, I am very disappointed.
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Response from HawaiiSurf
Hello Madam,
We are sorry that your experience did not go as planned, we will forward your points to the relevant service and also to the carrier.
See you soon, the HawaiiSurf team
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 04/03/2020
For me, it's zero. I went to order a snowboard jacket and the item received does not match the item ordered. Very long delivery time.
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Response from HawaiiSurf
Hello Madam,
We are very surprised by your opinion, on our side the delivery was shipped on time. Regarding the product, it is an error on your part, the model you chose does exist in two colors and unfortunately you made a mistake about it, it happens!
We wish you a good day,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 01/03/2020
Delivery ok, customer service ok... but I did not receive the complete product
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Response from HawaiiSurf
Hello Sir,
We are sorry that your incomplete order had a considerable impact on your rating, our customer service responded immediately to your request. We still hope to see you again very soon.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/02/2020
I still haven't received the order. The transport service with GLS is not efficient.
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Response from HawaiiSurf
Hello Sir,
I will forward your feedback to our carrier and personally check on your package first thing tomorrow. I sincerely apologize on behalf of the entire HawaiiSurf team for this inconvenience.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 11/02/2020
I do not comment.
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Response from HawaiiSurf
Hello Madam,
We are sorry to learn that your order encountered some difficulties. Our customer service is doing everything possible to ensure that your experience with HawaiiSurf ends on a good note!
Do not hesitate to come back to us if you need any information!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 02/02/2020
Wishing to return and retract my order, no response from customer service despite 3 attempts to contact!! deplorable and illegal....
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Response from HawaiiSurf
Hello Sir,
As you indicated to my colleague, would you like to update your review?
Best regards,
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 28/01/2020
The site promised a delivery time of 2 days.
I received my package after a week!!! Disgraceful!
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Response from HawaiiSurf
Hello Sir,
Your order took longer than expected due to an inventory that mobilized our entire team, this is a very rare situation for which we apologize. We still hope that your opinion will change during your next experience with HawaiiSurf.
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 23/01/2020
BAD DESCRIPTION OF THE ITEM ON THE SITE
DISGRACEFUL CUSTOMER SERVICE, ALWAYS WAITING FOR A RESPONSE AFTER SEVERAL CALLS AND EMAILS
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Response from HawaiiSurf
Hello Madam,
We apologize for this inconvenience, our customer service will contact you during the day!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 25/01/2020
Order placed on 25/01 for a delivery scheduled on 29/01.
It is now 04/02 and I still haven't received anything.
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your order is still not in your possession, your order was indeed shipped from our warehouse on 31/01. We apologize for this delay which was due to an inventory in our warehouse that involved our entire team. However, your order is still in transit according to your tracking, we are prioritizing your case and will contact our carrier immediately!
We wish you an excellent day, our customer service will contact you during the day to keep you informed about the status of your order!
The HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 30/11/2019
Order processed in 3 days and delivered 45 days later. Customer service unreachable, no response to email messages. In short, rather unhappy with my last order
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Response from HawaiiSurf
Hello Sir,
We are sorry to hear that your last order on our website did not go well, we apologize for this delicate situation and we are committed to finding a solution so that this situation does not happen again! We thank you for taking the time to explain your experience, our customer service will contact you shortly!
See you soon, the HawaiiSurf team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 17/12/2019
Ski slightly damaged, nothing too bad but frustrating on brand new Rossignol scratches.
But above all, no response to my request for a commercial gesture.
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Response from HawaiiSurf
Hello
Sorry for the wait on our part.
We will send you a voucher of 20 euros that will be sent to you by email today.
Best regards
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