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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 2 and 3 stars
Reset filtersS
Rating: 2 out of 5
Cap conforms but does not match the ordered color
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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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M
Rating: 2 out of 5
I ordered a swimsuit, I received the bottom, the top sent was a crop top and not the swimsuit top. Had to return both.
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Response from HawaiiSurf
Hello,
We sincerely apologize for this error during the preparation of your order. As soon as we were informed, we immediately reacted to provide a quick and appropriate solution.
Living close to our store, we offered you to come and pick up the correct product directly in the shop to save you time. We also invited you to collect the new swimsuit top at the same time you returned the items that did not suit you, in order to simplify your process as much as possible.
After correcting the reference error on our site, you were able to reorder the desired top, with the support of our team to guide you in your online purchase. We are delighted that you are now satisfied with the swimsuits you kept.
If you believe that the solutions provided and your current satisfaction deserve to be highlighted, we would be grateful if you could update your review accordingly. Your feedback is valuable and reflects the importance we place on customer service.
Thank you again for your understanding and we remain at your disposal.
The HawaiiSurf team
We sincerely apologize for this error during the preparation of your order. As soon as we were informed, we immediately reacted to provide a quick and appropriate solution.
Living close to our store, we offered you to come and pick up the correct product directly in the shop to save you time. We also invited you to collect the new swimsuit top at the same time you returned the items that did not suit you, in order to simplify your process as much as possible.
After correcting the reference error on our site, you were able to reorder the desired top, with the support of our team to guide you in your online purchase. We are delighted that you are now satisfied with the swimsuits you kept.
If you believe that the solutions provided and your current satisfaction deserve to be highlighted, we would be grateful if you could update your review accordingly. Your feedback is valuable and reflects the importance we place on customer service.
Thank you again for your understanding and we remain at your disposal.
The HawaiiSurf team
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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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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A
Rating: 2 out of 5
I received the package, unfortunately the hood is way too tight, I won't be able to use it, yet it's my size and being a woman I thought it would be too big, very disappointed.
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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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J
Rating: 2 out of 5
Hello, on the skateboard, nothing to say, however I had chosen express delivery at €20, and I received my package with standard delivery. I called the sales service who told me they would refund the shipping costs but nothing has been done. It's been 10 days, so maybe they are just very slow, if nothing changes, it will be close to a scam.
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Response from HawaiiSurf
Hello Jordan, We confirm that the refund for the express shipping costs has indeed been processed today to your original payment method. According to your bank, the amount will be visible in your account within 48 to 72 business hours. We apologize for this delay and remain at your disposal for any other questions. Have a nice day,
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
M
Rating: 2 out of 5
Delivery takes more than 25 days, the cap arrives deformed
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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: 2 out of 5
Box arrived in a terrible state and of course the skateboard inside, poorly protected was damaged
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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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A
Rating: 2 out of 5
I am still missing a part of my order.
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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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L
Rating: 2 out of 5
Product available that was not despite a payment received.
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G
Rating: 3 out of 5
Lack of eco-friendly alternatives in the proposed products.
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J
Rating: 2 out of 5
One of the two products arrived with a security tag forcing me to struggle to return it with a carrier that only existed at a distant pickup point from my home. The least they could have done was to immediately send me the product without the security tag at the same time as giving me a way to return the product. But no! Not content with messing up this shipment, HS did not trust me and therefore 15 days after receiving my order, I still have not received my product: this is LAMENTABLE
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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: 2 out of 5
The cream is incredible, but as a negative point where the product comes from it is not sealed as a guarantee of quality
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Response from HawaiiSurf
Thank you Maria for your comment. We understand the situation. After checking, almost all SUN BUM cosmetic products we sell come with a seal, but it does not seem to be the case for the range you ordered. We will contact the brand to find out the reason and will provide you with more information. We wish you an excellent day! See you later!
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!
C
Rating: 2 out of 5
Did not receive the ordered product and impossible to reach them by phone
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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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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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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: 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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M
Rating: 2 out of 5
Upon receiving my order, one product is missing. I would like a response to my email!! And especially to receive the missing product that has been paid for. Thank you for your attention.
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Response from HawaiiSurf
Hello Mrs. MCD, Unless we are mistaken, you have not contacted customer service regarding this issue. Please send an email to [email protected] or call +33(0)5 33 78 06 00 to report the problem while specifying your order number (HS49...) as well as the missing item so that we can verify what happened, please. The HawaiiSurf team sincerely apologizes for this inconvenience and thanks you for your understanding. Best regards, The Hawaiisurf Customer Service.
J
Rating: 2 out of 5
It's slow and getting responses is always slow. It's been two weeks since I requested the return and it's still SLOW!!!!! No news. I don't know what we're waiting for, a return label can be created in a few moments so it would be great to take advantage of it and move forward a bit.
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Q
Rating: 2 out of 5
A product is missing from the order. Still waiting to receive it
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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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A
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: 2 out of 5
1 spray out of 2 received. The package was dropped in the mailbox with no possibility to check the package upon delivery and as stated in the tracking email: it is imperative to check the package upon delivery and to refuse delivery in case of doubts. No complaint can be taken into account without respecting this instruction.
I find it frustrating because in this case, the postman put the package directly in the mailbox which is at the beginning of the dead end. I was therefore unable to check the package. I would have appreciated having another option to make a complaint.
An error can also be made on your part. It is essential from my point of view to put oneself in the customer's shoes and to have flexibility and several options for complaints.
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I find it frustrating because in this case, the postman put the package directly in the mailbox which is at the beginning of the dead end. I was therefore unable to check the package. I would have appreciated having another option to make a complaint.
An error can also be made on your part. It is essential from my point of view to put oneself in the customer's shoes and to have flexibility and several options for complaints.