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.
Package poorly wrapped, the grip rubbed against the board, I am disappointed by the lack of professionalism of your company.
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Response from HawaiiSurf
Hello,
We are sorry for the inconvenience caused, an error occurred during the preparation of your order. You can contact our customer service for a goodwill gesture. We hope this solution will compensate for your inconvenience.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/02/2022
Some navigation bugs like errors after using the back arrow.
Little information on products in stock in physical stores
The site indicated a size 44.5 on the ordered product (only size available) and finally the product received is a size 44
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Response from HawaiiSurf
Hello,
Unfortunately, a labeling error led to the delivery of the wrong size.
Our teams have done their best to resolve this issue as quickly as possible and process a refund for your order.
Hoping you are satisfied with our service.
The entire Hawaiisurf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/01/2022
I had to go to the shop twice; the first time it was closed Thursday morning during opening hours...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 22/01/2022
Received on time but with an error on the delivery point, delivery partially compliant with the order, visual error on one of the products.
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Response from HawaiiSurf
Hello,
We are sorry that the carrier made a mistake on the delivery point, we will pass this information on to them. As for the visual error, if the product does not suit you, you can contact our customer service, who will be happy to proceed with an exchange or a refund of the product in question.
The entire Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 13/01/2022
Fast delivery but if the product is not suitable, the return is at your expense!
Not great, I am disappointed
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 14/01/2022
Nice site, competitive prices but returns at the customer's expense... that's complicated! Nothing is provided for the return, neither label nor sponsored shipping.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/12/2021
Some modifications need to be made to the filter system that forces you to start all over again when returning. Otherwise, overall nothing to say.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 04/12/2021
Order and shipping problem
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Response from HawaiiSurf
Hello,
We are sorry that you encountered a problem with your order.
What was the problem?
Can we do something to improve your experience?
The entire Hawaiisurf team wishes you a good day
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 31/10/2021
Slime balls ordered in 78A and delivered in 97A. Refunded quickly however.
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Response from HawaiiSurf
Hello,
We tried to process the refund as quickly as possible, sorry for this error! Hoping to see you again soon!
Have a nice day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 30/09/2021
As for the site, there is nothing to complain about. However, the fact that Hawaiisurf works with GLS for the carrier is really a negative point...
The box I received was really very damaged... Fortunately, it wasn't fragile. But it's no surprise that it was damaged, I saw the delivery person throw a package on the ground (not mine) to find my box... And I have already had broken packages with this carrier...
Also, I find it unfortunate to have to pay for a return... It's a practice that is becoming less common and it's a major weak point. I will pay more attention in the future...
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Response from HawaiiSurf
Hello,
We are sorry for this incident with this delivery person and will not fail to report this problem. We collaborate with different carriers to offer a varied offer tailored to our customers' needs. Regarding return fees, we have chosen to prioritize a team of passionate specialists and a local and free customer service rather than offering free returns. We still thank you for your very constructive remark.
Hoping to see you again very soon.
Have a good day,
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 03/09/2021
Little information available on the site. I had a problem validating my order and the customer service was top-notch and sent my package very quickly.
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Response from HawaiiSurf
Hello, we responded quickly to your order validation issue and the package was sent as a priority, as soon as possible. Does this deserve a rating of 3/5?
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/06/2021
Delivery on time. However, for the purchase price for a board without trucks (86 euros) we would like to have a grip properly applied... mine is completely crooked. This is the first remark I got from a non-skater when he saw the board..
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Response from HawaiiSurf
Hello,
Thank you for excusing us for this inconvenience, we strive to provide the best possible service and to make the cleanest setups possible. However, it can happen, during peak periods, that the grip is not applied perfectly by our assemblers, who have to deal with a large volume of orders. Please feel free to contact our customer service by phone or at [email protected] so we can find a solution!
The whole team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/05/2021
Hawaiisurf chose GLS, which is the worst delivery service existing (look at the ratings of the GLS relay in your city on Google maps you will see). I didn't realize it was GLS when I ordered. So I obviously didn't receive my order: they simply do not deliver. They leave the package at their agency pretending it's an incorrect address. Choosing GLS is choosing the cheapest service possible but the worst for customers.
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Response from HawaiiSurf
Hello, we offer delivery via GLS, of which a very large number of customers are satisfied. Please note that you also have the option to choose Colissimo delivery to your home or in a relay point. We will contact GLS to resolve the issue and ask them for a delivery. We apologize for the inconvenience caused. The entire Hawaii Surf team wishes you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 07/05/2021
I was delivered quickly, well done GLS!
However, the board (drop trough) "Flying Wheels Helmet 38.5", had already been mounted before being sent to me bare.
It is damaged at the road side mounting holes. It shows marks from the washers that were supposed to hold the truck before. With residues of grip embedded (grip that presumably went through the board during the original installation).
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 25/04/2021
Order processing and fast delivery.
However, no flexibility for returning a barely used product (wrong size) knowing that a more expensive purchase was suggested for replacement... Choose wisely before ordering or you will have the product on your hands...
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Response from HawaiiSurf
Hello, you tried a pair of skates in the street for 20 minutes, despite a message from us clearly stating that we do not accept returns of skates that have already been used. We are flexible on returns as long as the returned product has not been used and shows no signs of use. However, skate wheels get marked very quickly, and we cannot resell a product showing any signs of wear, no matter how minimal. We remain at your disposal and wish you a good day.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 18/04/2021
Incomplete order delivered. Email sent to customer service but no response to date (48h)
Average service so far, I am waiting for the response to my complaint to complete my review.
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Response from HawaiiSurf
Hello, we have taken your request into account and the grip that was missing from your order has been sent today. We apologize for the inconvenience caused. We remain at your disposal.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 25/03/2021
The board received does not match the photo on your site!
1)-The nose of the board is different!
2)- the number of layers in red is not there!
3) too little technical information in the description for this longboard.
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Response from HawaiiSurf
Hello, we take your feedback into account and we remain at your disposal for any additional requests.
The Hawaiisurf team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 17/03/2021
Few choices on the site and issues with the cart payment
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Response from HawaiiSurf
Hello, We are striving to expand our offer as much as possible. Could you detail the concerned category? Regarding the payment, everything is working currently but feel free to let us know which payment method you encountered a problem with. Thank you, Best regards, Maiana
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/01/2021
I received the board with a paint chip, I was told I would be refunded 10% and receive a 10% discount voucher for the next order. I received the 10% refund but never the discount voucher. Moreover, I did not find the paint chip in the packaging which means that the board was already packaged and sent damaged. In short, I am disappointed...
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Response from HawaiiSurf
Hello,
We sent you a promo code on 2/03 by email. It may have arrived in your spam. However, we can regenerate one for you if it is not findable.
Regarding this customer service case, we apologize for the inconvenience and have noted your comment to share it with our supplier.
Thank you,
Best regards,
The Hawaiisurf team.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 06/03/2021
Easy to place an order, prices are interesting but my credit card payment was refused, I called several times and sent an email and still no response. I am very disappointed!
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Response from HawaiiSurf
Hello, Indeed, your payment was refused. We therefore invited you to reorder via another credit card or another payment method like ONEY or PAYPAL. We hope you managed to place an order. However, do not hesitate to contact us again by email or phone during opening hours. Thank you, Best regards, The Hawaiisurf team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/02/2021
The size of the item is too large despite checking the measurements in the reference table. Package reception disappointment: original box completely crushed as it was simply covered with a black plastic film. Waiting for approval for return. An ordering, fitting, and return service would be appropriate in the Paris 14 store when the desired items are not available in-store.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/02/2021
jacket ordered on a Saturday, on Wednesday I send a message no response so on Friday still having received nothing I contact customer service who tells me they left a message on my mobile, message never received because the number was wrong but well in my customer account !!!!
stock error they did not have the ordered jacket
it would have been nice to send me an email to tell me, because in the meantime I bought the matching pants so conclusion wasted time and pants on my hands
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Response from HawaiiSurf
Hello, the voicemail was indeed left on Thursday at 10:04 AM by our customer service. We apologize for the incorrect number collected. This product was indeed in stock error, so we offered you an exchange or refund and your refund is now effective.
Thank you for your interest,
We remain at your disposal for any questions.
Best regards,
The HawaiiSurf team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 31/01/2021
The delivery turned out to be laborious.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 07/12/2020
The surf ordered at the beginning of December was supposed to arrive for Christmas, it is January 4th and still no surf in sight!!!!! When selling a product, have the courage TO ANNOUNCE THE DELAYS!!!!!!!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 16/11/2020
Product not conforming to the photo, return at my expense and no response from customer service.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/10/2020
A bit long since I never received an email that was supposedly sent to change the shipping method... But after an explanation over the phone, the product arrived the next day. That said, the carrier GLS is below everything. My package was thrown over the fence crushing my hedge of shrubs. Not to mention that anyone could have picked it up before I got home.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 11/11/2020
Package well received, product compliant but package torn without interior protection, products move and bump against each other
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 23/09/2020
After a delay in the delivery of my skimboard, customer service took charge of my situation after I reported the problem. After a few steps, I finally traced my board which is very nice. Quality product, attentive customer service but delivery needs to be reviewed. I might be the exception...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/09/2020
Very good parka except delivered without the fur around the hood... and still no news from customer service... but otherwise delivery and product top!
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 24/09/2020
I ordered a pair of Seba E3-80 and I am extremely disappointed because the image does not correspond at all to the product I received, indeed, the intermediate support is just a simple velcro strap while in the product image there is a notched strap, I find it simply shameful to deceive the customer about the merchandise! I do not recommend this product at all! Otherwise, delivery time perfectly respected and careful packaging!
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 05/09/2020
Very disappointed with the delivery! This is the second time your delivery person has done this to me: delivery to a different pickup point than the one requested. Not having a vehicle, I do not choose my pickup points at random, and for no reason or explanation, I was surprised to learn via SMS that the package was at another pickup point, which is obviously not easy for me to access! I tried to complain on their site, and they asked me to send a paper letter by post.... ridiculous! I advise you to review your very disappointing delivery service.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 03/09/2020
Product as described, pleasant phone reception, unfortunately delivery was not as expected: although delivery was scheduled at home and I was present all day, the delivery person dropped the package at a pickup point! A somewhat careless attitude, which may have suited him but the contract was not respected. For your information, the provider was GLS which I do not recommend, while the site Hawaisurf.com is impeccable.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/08/2020
The carrier GLS delivered the package to a different relay point than the one selected
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 18/08/2020
The t-shirt ordered (picture basement cork Black) is described with raised lettering that I was able to verify on a model seen at Intersport (Reims) but could not buy because my size was no longer available. The one I received has totally flat lettering. I am disappointed.
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 13/08/2020
I am disappointed because an item was missing from the package, nothing dramatic, there were only 3 bolts instead of the 4 I ordered... it can happen, it's a low-cost item but what I find abnormal is the lack of response to my message reporting the problem!
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/08/2020
Lack of coordination with your carrier who did not receive the message with the phone number I provided and that you assured me over the phone you had transmitted. Moreover, this Thursday, August 20, you also told me over the phone that the delivery was for Monday 24 and the delivery person came Friday morning the 21. Otherwise, the board arrived in good condition.
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Response from HawaiiSurf
Hello, the carrier was informed on Thursday, August 20 of your new number. It is unfortunate that he did not notify it and we thank you for your feedback so that we can pass the information on to them. Regarding the delivery, it is indeed between 4 to 7 working days for surfboards. The maximum delay was therefore Friday, August 24. We thank you for your interest and remain available for any other questions.
Best regards,
The Hawaiisurf team.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 17/08/2020
The order was indeed delivered within the allotted time but delivering a pair of Oakley's, even on sale, in a soft plastic pouch is just ridiculous: the pair arrived -miraculously- intact but the box was completely crushed... needs to be reviewed...
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Response from HawaiiSurf
Hello, thank you for taking the time to write this review. We will pass this information to the depot. Have a nice day, See you soon on Hawaiisurf, Best regards, The Hawaiisurf team
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Acheteur Vérifié
Rating: 2 out of 5
following a purchase from 05/08/2020
Order received on time but with a defect. Since then, impossible to obtain the return document, customer service is ineffective
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 21/07/2020
The order was processed and shipped quickly, maybe too quickly since a sole was missing (essential for good balance in roller skating). The information was quickly received by customer service, but the sole took more than a week to arrive. The complete product is of very good quality.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 30/07/2020
packaging not substantial enough
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