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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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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 filtersA
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: 2 out of 5
Delivery to an unrequested pickup point, in addition to that, 1 item was missing from the package (the inside of the package lacked padding to protect the order). Item sent later in a second package this time to the correct pickup point. Laborious experience overall, too bad we can no longer have deliveries to the store at Hawaii Surf Paris 14...
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Response from HawaiiSurf
Hello, I am sorry to hear that your delivery experience was difficult. It is understandable that delivery to an unrequested pickup point and the absence of an item in the initial package are sources of frustration. We will make sure to report this to the carrier. We will ensure that your future shopping experiences are more positive. If you need further assistance, please do not hesitate to contact customer service available by email, chat, or phone. Thank you for your understanding. Benjamin, HawaiiSurf
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: 2 out of 5
The minimum when doing online sales is to keep your stock up to date, to avoid telling customers, several days after the order, 'sorry this product is no longer available'
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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: 2 out of 5
A product is missing from the delivery of the product.
"Trail 53Mm Skate Wheels × 1"
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"Trail 53Mm Skate Wheels × 1"
A
Rating: 2 out of 5
skate grip very poorly glued. creases everywhere
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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: 2 out of 5
I am very satisfied with my skateboard order, but I am very angry about the delivery. I found the box behind the gate of my house, on the ground and under a downpour without even being warned. The box and the board were wet. This is really not normal.
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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: 2 out of 5
Delivery in 48 hours absolutely not respected, but well valued on the site. I had bought for this speed of delivery but it turned out to be much longer than what is generally done. However, material in good condition, products conform. I would not recommend this site, the announcement of a delivery in 48 hours (working days) being a false promise (package dropped off at the carrier on Tuesday while ordered on Sunday plus delay from the carrier).
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Response from HawaiiSurf
Hello Madam, I understand your disappointment and I am sorry. The Tour de France having passed through Bayonne, where our shipping center is located, some routes have been closed and some carriers could not pick up our packages. We make it a point to ship your orders as quickly as possible, delivery is usually one of the strong points of our brand. I hope you will have the opportunity to trust us again on your next order. I wish you a nice day and a good long weekend. Cécilia from HawaiiSurf
A
Rating: 2 out of 5
Order okay, but information requested by email as there was no response by phone, and no return...
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Response from HawaiiSurf
Hello Sir, I am sorry that your request went unanswered. A response was made, but due to a mishandling, the message did not reach you and I apologize for that. We are available from 9 AM to 1 PM and from 2 PM to 6 PM for any requests, and we will be happy to respond to you. Have a nice day. Cécilia from Hawaiisurf
A
Rating: 2 out of 5
Bad customer service experience at Hawaii Surf
My board arrived defective, 7 days to finally have it picked up and the sending of another received 7 days later
It took 14 days to finally get the board
No commercial gesture was made despite the delays.
I do not recommend
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My board arrived defective, 7 days to finally have it picked up and the sending of another received 7 days later
It took 14 days to finally get the board
No commercial gesture was made despite the delays.
I do not recommend
Response from HawaiiSurf
Hello Sir, I understand your dissatisfaction regarding this board that had a quality defect from the brand. As soon as we had their agreement, a delivery person came to pick up the board according to your availability and we proceeded to send a new board as soon as the delivery person took charge of it. I am sorry for the delay caused, I hope this new board has brought you satisfaction. I wish you a nice day. Cécilia from Hawaiisurf
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: 3 out of 5
No more
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A
Rating: 2 out of 5
The online image of the product does not match the received item.
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Response from HawaiiSurf
Hello, Indeed after checking, the sweater that appears on the site is darker and I am sorry for that. Following your message, I see that my colleague Tom has sent you a prepaid return label for you to return it to us. Upon receipt, we will proceed with a full refund of your order. I hope this will not tarnish the trust you have placed in us. I wish you a nice day. Cécilia from Hawaiisurf
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: 2 out of 5
I managed to order. 2 weeks later I received an email saying that the model was no longer available in stock.
Moreover, the choice of the carrier GLS is not relevant. We don't know when they come.
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Moreover, the choice of the carrier GLS is not relevant. We don't know when they come.
Response from HawaiiSurf
Hello Sir, First of all, I would like to apologize for this anomaly. We had a computer problem that meant we were not aware of this stock error earlier, I am truly sorry. This anomaly has been reported to the relevant department so that it does not happen again. We processed the refund of your order as soon as we received your return and I see that you were able to reorder a new equivalent item. I sincerely apologize again for this anomaly and remain available for any further requests. Hoping to see you again soon. Cécilia 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: 2 out of 5
My order went well, however my son's order was much less so: a board broke after 2 outings in small waves and the customer service is non-existent, no warranty I would not have ordered from Hawaii surf knowing this
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Response from HawaiiSurf
Hello, We are sorry that your son's experience was not good. We did our best for the brand to consider your request for after-sales service, however, they concluded that it was not a defect of the board. We remain at your disposal for any further requests on this subject. Have a great day. See you soon Tom from Hawaiisurf
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: 2 out of 5
I have ordered several times on the site, usually it's clean but this time I am very disappointed with the quality of the packaging. The box was just made for the size of a board (and it contained a board + a grip + 2 independent hollow trucks) so the grip was severely bent on the edges under the board, so once out of the box it is unusable, straight to the trash, the trucks pressed against the board left nice marks on the front of the board, very disappointed this time, not sure to order from you again.
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Response from HawaiiSurf
Hello, I would like to apologize for the problem encountered. In order to find a solution together, I have contacted you directly on your Hawaiisurf account. Rest assured, I have reported the issue to the relevant department so that it does not happen again. While waiting for your response, I wish you a pleasant day. See you soon. Cécilia from Hawaiisurf
A
Rating: 2 out of 5
1 item was missing from my order and the packaging was already half open upon arrival.
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Response from HawaiiSurf
Hello Sir, I am sincerely sorry for the state in which you received your package. In order to handle your complaint, I have sent you a message on your Hawaiisurf account to find a solution together. While waiting for your response, I wish you a nice day. Cécilia from Hawaiisurf
A
Rating: 2 out of 5
Fast deliveries but the item was damaged in two places...
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Response from HawaiiSurf
Hello Auriane, We are sorry for this inconvenience, we will pass this information to our logistics service. We invite you to contact our customer service who will find a solution to this delivery incident. I wish you a pleasant 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: 2 out of 5
I had requested to pay in installments and it didn't really happen, I was disappointed because it left me overdrawn on my bank account and I had to pay fees.
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Response from HawaiiSurf
Hello, We are sorry for this inconvenience, you made a classic PayPal payment. We do not interfere with your choice of payment method. We invite you to contact the payment provider to find a solution to this problem. The entire Hawaiisurf team wishes you a good day.
A
Rating: 3 out of 5
I succeeded but the site was a bit buggy and each page took several minutes to display.
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Response from HawaiiSurf
Hello, We are sorry for this inconvenience, our technical team will contact you to understand where this problem came from. We hope that despite everything, you were satisfied with the service. Hawaiisurf The whole Hawaiisurf team wishes you a good day
A
Rating: 3 out of 5
I ordered a bare board, very good delivery but lacking protection inside the package.
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Response from HawaiiSurf
Hello Thomas,
Thank you for your interest in our website. Your comment has been forwarded to our logistics team for service improvement.
The entire Hawaiisurf team wishes you a good day.
Thank you for your interest in our website. Your comment has been forwarded to our logistics team for service improvement.
The entire Hawaiisurf team wishes you a good day.
A
Rating: 3 out of 5
Not very good, obviously because the return is not free.
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A
Rating: 2 out of 5
Nothing went well but knowing the brand since I was a child and given that I got nice stickers I remain kind... but nothing went well, due to a stock error I spent 3 weeks resolving the issue with them before receiving everything I ordered... but the customer service, although very slow and not reactive (weak), accompanied me without causing me harm. I would have liked a more involved customer service nonetheless especially for a large order like mine.
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Response from HawaiiSurf
Hello,
We are sorry that your experience was negative. We take note of your comments which will help us improve our customer service.
The entire Hawaiisurf team wishes you a good day
We are sorry that your experience was negative. We take note of your comments which will help us improve our customer service.
The entire Hawaiisurf team wishes you a good day
A
Rating: 2 out of 5
Very disappointed with the carrier!
I had to check with several neighbors to find my package which arrived opened and tested!
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I had to check with several neighbors to find my package which arrived opened and tested!
Response from HawaiiSurf
Hello,
We are sorry for this inconvenience. That is why we offer our customers different carriers. Our customer service has done its best to help you find the package.
We hope that the experience on our website was not disappointing.
The entire Hawaiisurf team wishes you a good day.
We are sorry for this inconvenience. That is why we offer our customers different carriers. Our customer service has done its best to help you find the package.
We hope that the experience on our website was not disappointing.
The entire Hawaiisurf team wishes you a good day.