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A
Rating: 3 out of 5
Average reception at the store. Crumpled paper invoice.
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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: 2 out of 5
Poor stock management! Having a small budget and attracted by the site, I ordered a model that I liked, in the end, I waited a week for an order that would never arrive and I discovered it because I called the store to find out that they no longer have the model... so no order tracking and a waiting and disappointed customer. No compensation either. They advised me to request a refund as they could not match the initial offer. So disappointed.
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Response from HawaiiSurf
Hello Sir, We would like to apologize for this lack of follow-up and this stock error. It happens that some old products are in stock error due to their age. Unfortunately, we could not offer you a product at the same price because it was an item from an old collection with a -70% discount, which is €21 for a pair of SUPRA, which is a golden offer. The brands we offer are well above this price and without a discount, it is impossible to get shoes from this brand for less than €25. We invite you to check our site during the next sales and look among our old collections to stay within your budget. We will strive not to make mistakes in our stocks again. Have a good weekend. Best regards, Kevin VPC
A
Rating: 3 out of 5
The order has still not arrived!!!
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A
Rating: 2 out of 5
Order delivered on time. Great. I unpack to try the size and there.... Bad surprise. The quick tightening cord of the shoe is detached from the handle. I ask customer service to contact me to know the procedure please. You have my contact details. Best regards. LG Jérôme.
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Response from HawaiiSurf
Hello Sir,
We tried to contact you by phone and left you a voicemail indicating the procedure for managing the after-sales service.
You just need to send us a photo by email at [email protected] so that we can assess the damage and contact the supplier to see if a repair is possible or if an exchange is necessary.
Best regards
Kevin VPC
We tried to contact you by phone and left you a voicemail indicating the procedure for managing the after-sales service.
You just need to send us a photo by email at [email protected] so that we can assess the damage and contact the supplier to see if a repair is possible or if an exchange is necessary.
Best regards
Kevin VPC
A
Rating: 3 out of 5
Hello,
Pay attention to the expected delivery date...
Indicate a range instead of an exact date, as it is not respected!
Translated reviews
Pay attention to the expected delivery date...
Indicate a range instead of an exact date, as it is not respected!
A
Rating: 2 out of 5
For the busenitz model I ordered size 43.5 and received size 42 .....
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Response from HawaiiSurf
Hello,
We apologize for this error, have you already returned the pair? We can offer you an exchange if another model interests you or a refund for the wrong size received.
Best regards
Romain
HAWAIISURF
We apologize for this error, have you already returned the pair? We can offer you an exchange if another model interests you or a refund for the wrong size received.
Best regards
Romain
HAWAIISURF
A
Rating: 2 out of 5
Lack of information about the products
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Response from HawaiiSurf
Hello,
What information were you missing?
Best regards
Romain
HAWAIISURF
What information were you missing?
Best regards
Romain
HAWAIISURF
A
Rating: 2 out of 5
Very disappointed upon receiving my wheels which are beige instead of purple. As explained to me by the person I spoke to on the phone, it doesn't change the properties of the wheel but clearly I wouldn't have chosen them because I wanted colored wheels.
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A
Rating: 3 out of 5
The site is very good, but unfortunately I am disappointed with my order: a neoprene wetsuit that arrived without packaging or original label and which, folded in 6, was not packaged well for the protection of the latter... otherwise site and delivery very fast. I still recommend based on my previous purchases. Unfortunately, I will have to return the product because the size does not fit.
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A
Rating: 2 out of 5
Order delayed!!!!
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A
Rating: 3 out of 5
Fast shipping..serious. The only downside is that my order did not resemble the photos presented..
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A
Rating: 3 out of 5
Problem with order tracking and no information for delivery. No tracking number and delivery was unexpected! Otherwise, product well packaged and received in perfect condition.
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A
Rating: 3 out of 5
Promises ultra-fast delivery. But actually no.
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Response from HawaiiSurf
Hello,
We apologize for the 24-hour delay on your delivery, scheduled for Friday or Tuesday, it arrived on Tuesday at the relay.
Best regards
Romain
HAWAIISURF
We apologize for the 24-hour delay on your delivery, scheduled for Friday or Tuesday, it arrived on Tuesday at the relay.
Best regards
Romain
HAWAIISURF
A
Rating: 3 out of 5
Very fast shipping, but the board was shipped with glue residues, it doesn't look very professional for equipment like that. Very unfortunate!
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A
Rating: 2 out of 5
Delivery on Tuesday, after many searches for the package in different relays, package finally recovered on Saturday! Daloz relay in Drancy: not very friendly and uncooperative if there is a problem
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Response from HawaiiSurf
Hello Sir,
We would like to sincerely apologize, our partner DPD who handles deliveries in relay points can sometimes cause problems.
The relay points are independent and can refuse packages at their discretion, if it is a package that is too large or simply if the relay has no more space or is not open, the delivery is postponed.
The relay points are just relays, DPD cannot be held responsible for their service and likewise for us. As everywhere, it happens to encounter unfriendly people.
We hope to count you among our customers despite this unfortunate incident.
Have a pleasant end of the year.
Best regards
Kevin VPC
We would like to sincerely apologize, our partner DPD who handles deliveries in relay points can sometimes cause problems.
The relay points are independent and can refuse packages at their discretion, if it is a package that is too large or simply if the relay has no more space or is not open, the delivery is postponed.
The relay points are just relays, DPD cannot be held responsible for their service and likewise for us. As everywhere, it happens to encounter unfriendly people.
We hope to count you among our customers despite this unfortunate incident.
Have a pleasant end of the year.
Best regards
Kevin VPC
A
Rating: 3 out of 5
Product compliant with my expectations.
However, there was a delivery issue (duration), independent of the site.
Problem resolved with Hawaiisurf but it took a bit of time (phone line down, during the holidays!).
Translated reviews
However, there was a delivery issue (duration), independent of the site.
Problem resolved with Hawaiisurf but it took a bit of time (phone line down, during the holidays!).
A
Rating: 2 out of 5
One of the worst ordering experiences in a long time on the net. I was supposed to receive my order on December 8 or 9 and on the 10th it still hadn't been posted and was still awaiting processing. I sent an email, no response, then a second. No response, then a third... still no response!
I tried to call 10, 15, 20 times at least but the 'press 4 for your orders' never answered. Then the phone line was completely cut off.
After insane persistence and finally asking for another service, I managed to get someone who took my request into account. My order was apparently blocked, my emails never received ...!!? That's a lot after all. I finally received my items quite quickly but one t-shirt is too big and I don't even dare to return it for fear of never seeing it again. Bad bad experience.
Translated reviews
I tried to call 10, 15, 20 times at least but the 'press 4 for your orders' never answered. Then the phone line was completely cut off.
After insane persistence and finally asking for another service, I managed to get someone who took my request into account. My order was apparently blocked, my emails never received ...!!? That's a lot after all. I finally received my items quite quickly but one t-shirt is too big and I don't even dare to return it for fear of never seeing it again. Bad bad experience.
Response from HawaiiSurf
Hello Sir,
We would like to apologize for this lamentable experience at HAWAIISURF.
You see, our VPC service only has 2 employees who are responsible for answering emails, calls, checking and shipping about a hundred orders for this holiday period and processing returns.
We do our best but unfortunately when we are on the line with one customer we cannot take another at the same time; the lines are therefore easily occupied.
For faster processing, it is preferable to contact us by phone as we have a lot of emails to handle, by phone it’s direct, provided you manage to reach us on the first try or otherwise via the Messenger application on Facebook where we sometimes respond even outside of our working hours.
It is true that there was also a day when the line was completely cut off but no one is infallible, we quickly contacted technicians to resolve this issue.
It seems that you had a lot of bad luck with this order but you can definitely return your product for an exchange or a refund, they are generally processed within 24-48 hours after receipt and refunds are received within 10 working days.
You have a period of 100 days to return your products so we hope you will overcome your fear to try the quality of HAWAIISURF's customer service and let us make it up to you for this series of complications.
Have a pleasant end of the year.
Best regards
Kevin VPC
We would like to apologize for this lamentable experience at HAWAIISURF.
You see, our VPC service only has 2 employees who are responsible for answering emails, calls, checking and shipping about a hundred orders for this holiday period and processing returns.
We do our best but unfortunately when we are on the line with one customer we cannot take another at the same time; the lines are therefore easily occupied.
For faster processing, it is preferable to contact us by phone as we have a lot of emails to handle, by phone it’s direct, provided you manage to reach us on the first try or otherwise via the Messenger application on Facebook where we sometimes respond even outside of our working hours.
It is true that there was also a day when the line was completely cut off but no one is infallible, we quickly contacted technicians to resolve this issue.
It seems that you had a lot of bad luck with this order but you can definitely return your product for an exchange or a refund, they are generally processed within 24-48 hours after receipt and refunds are received within 10 working days.
You have a period of 100 days to return your products so we hope you will overcome your fear to try the quality of HAWAIISURF's customer service and let us make it up to you for this series of complications.
Have a pleasant end of the year.
Best regards
Kevin VPC
A
Rating: 2 out of 5
For the second order, I am very disappointed. I ordered the same day as the first one, and I have to manage to receive it.
Because if I don't call, I still wouldn't have received anything, as one product was missing.
This is not very professional. It is not complicated to call or send an email to inform that there is a problem and thus find a solution quickly.
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Because if I don't call, I still wouldn't have received anything, as one product was missing.
This is not very professional. It is not complicated to call or send an email to inform that there is a problem and thus find a solution quickly.
Response from HawaiiSurf
Hello Madam,
We sincerely apologize. Indeed, our order preparation teams could not reach you due to the high number of orders during this period, but normally we do contact our customers by phone to inform them of any anomalies.
Have a pleasant end of the year.
Best regards
Kevin VPC
We sincerely apologize. Indeed, our order preparation teams could not reach you due to the high number of orders during this period, but normally we do contact our customers by phone to inform them of any anomalies.
Have a pleasant end of the year.
Best regards
Kevin VPC
A
Rating: 3 out of 5
Slow delivery
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A
Rating: 3 out of 5
This site is quite good.
However, it should be noted that the sizes run a bit large.
Moreover, I was supposed to receive my package between the 11th and 12th. Not having received anything by the 15th, I decided to write an email, then a Facebook message (faster response) and I was told that my package had been returned due to a barcode reading error with the carrier.
I understand that there can be such issues. But I would have found it more appropriate to be informed. Especially since it took me a while to get my response as I tried to contact the delivery service for 2 days in a row without ever having anyone on the line (I always ended up being redirected to the voicemail).
Nevertheless, I still recommend this site, at least for the quality of their products.
Translated reviews
However, it should be noted that the sizes run a bit large.
Moreover, I was supposed to receive my package between the 11th and 12th. Not having received anything by the 15th, I decided to write an email, then a Facebook message (faster response) and I was told that my package had been returned due to a barcode reading error with the carrier.
I understand that there can be such issues. But I would have found it more appropriate to be informed. Especially since it took me a while to get my response as I tried to contact the delivery service for 2 days in a row without ever having anyone on the line (I always ended up being redirected to the voicemail).
Nevertheless, I still recommend this site, at least for the quality of their products.
A
Rating: 2 out of 5
The delivery was not made to my home, I paid nearly 8 euros for home delivery, I was at home when I received the email from TNT saying that I was not present at my home, I had to go to the indicated relay point.... not cool to deliver to a relay point for 8€...
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this lack of seriousness on the part of our partner TNT. We have already reported to TNT that their agency in the North region is not exemplary as it is not uncommon for our orders in the Lille region not to be delivered to home. Moreover, during this Christmas period, the flow of packages is significantly higher than normal, which means that to meet delivery deadlines, some drivers drop off their last packages at relay points directly.
In any case, we will proceed to a refund of the shipping costs and we apologize again for the inconvenience caused.
Have a pleasant day and happy end-of-year holidays.
Best regards
Kevin VPC
We would like to apologize for this lack of seriousness on the part of our partner TNT. We have already reported to TNT that their agency in the North region is not exemplary as it is not uncommon for our orders in the Lille region not to be delivered to home. Moreover, during this Christmas period, the flow of packages is significantly higher than normal, which means that to meet delivery deadlines, some drivers drop off their last packages at relay points directly.
In any case, we will proceed to a refund of the shipping costs and we apologize again for the inconvenience caused.
Have a pleasant day and happy end-of-year holidays.
Best regards
Kevin VPC
A
Rating: 3 out of 5
Nothing against you but paying for nothing for it to be delivered at home and the delivery person didn't even bother to ring the doorbell is really frustrating to pay for nothing, especially since someone was waiting for the receipt of the package...
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A
Rating: 3 out of 5
For the order on the Hawai surf site, everything was good and perfect as usual
But it's a shame that the relay point I chose next to my home was not the one where I picked up my package. I had to go pick up my package 1/2 hour by car from my home and this without any coherent explanation other than 'for a technical problem!!!!'
Moreover, I sent a message on the Hawai surf site to ask where my order had gone and I still have no response.
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But it's a shame that the relay point I chose next to my home was not the one where I picked up my package. I had to go pick up my package 1/2 hour by car from my home and this without any coherent explanation other than 'for a technical problem!!!!'
Moreover, I sent a message on the Hawai surf site to ask where my order had gone and I still have no response.
A
Rating: 2 out of 5
I ordered a surfboard, I did not receive the correct size and I received it damaged. Customer service talked to me about a voucher... I'm still waiting for it
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Response from HawaiiSurf
Hello Sir,
We would like to apologize for this size error and also excuse our partner GEODIS for this incident with the package.
We have discussed with you so that you keep the board you received despite everything. We will credit you a voucher of €50 and send you materials so that you can repair this small scratch on the paint of the board.
We wish you a good end of the year.
Best regards
Kevin VPC
We would like to apologize for this size error and also excuse our partner GEODIS for this incident with the package.
We have discussed with you so that you keep the board you received despite everything. We will credit you a voucher of €50 and send you materials so that you can repair this small scratch on the paint of the board.
We wish you a good end of the year.
Best regards
Kevin VPC
A
Rating: 3 out of 5
Fast shipping but the package was very damaged. Insufficient packaging
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A
Rating: 3 out of 5
Delivery times and shipping were impeccable. However, I expected a grip of better quality and not installed.
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A
Rating: 2 out of 5
All products were present, except that the protections for the products were nonexistent, resulting in my new skateboard deck taking full impacts, scratches due to the trucks I had also ordered which were in the same large box but without anything to prevent the trucks from hitting and sinking into my new deck (not really new anymore), seriously some foam, or even just a cardboard to pack the trucks is too expensive... So complete shipment but not careful, and the thing that is also a bit disappointing is the absence of stickers except for two poor little Hawaiian surf things, let's say that for the amount I spent I hoped for a bit of care and an effort to make me loyal.. So really disappointed...
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A
Rating: 3 out of 5
Very good site the delivery arrived on the scheduled day I recommend Hawaii surf However I had a refund directly at the store you have to wait 10 days I find that very long while recrediting a card does not take 10 days
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Response from HawaiiSurf
Hello, The refund is done within 10 days MAXIMUM (contrary to what you indicate in your review) moreover these deadlines are indicated in the sales conditions that you are supposed to have read, and that you have in any case accepted prior to your order. We give you the possibility to return an item in store but the refund of a web order is not processed at the checkout directly and is forwarded to the relevant services following your return. The store and the website being treated separately at the accounting level. Recrediting ONE card does not take 10 days certainly, we generally do it within a week, however we do not have just one return for refund, we have CARDS to refund daily. Best regards Romain HAWAIISURF
A
Rating: 3 out of 5
Shipment on time and perfectly packaged order, however, Megacruiser 3X125 new plates and wheel screws already deteriorated.
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A
Rating: 3 out of 5
No delivery tracking up to date.
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A
Rating: 2 out of 5
I don't know if vacuuming, tidying up clothes or even chatting with colleagues is more important than advising a customer who is ready to buy a coat. Your website is more pleasant than your store.
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Response from HawaiiSurf
Hello, We are sorry if you were disappointed with the welcome in the store, unfortunately as noted in your message we have to take care of everything in the store, and we also have different departments so the seller in the roller or surf department may not necessarily be able to help you more than that with a technical garment, however I am surprised that we did not advise you or look for a competent colleague because we were busy. Can you describe the seller you approached? Did he respond poorly to you? Best regards, Romain HAWAIISURF
A
Rating: 3 out of 5
The site is very good, but super disappointed that the jacket ordered does not quite match the photo on the site.
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A
Rating: 2 out of 5
I asked to address the order to Mrs. Warin in Bergerac; and it is addressed to Pugnet Eliane, will this order be given to my daughter?
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Response from HawaiiSurf
Hello,
She will be able to pick up the package by presenting a copy of your ID, either physically or a readable scan or photo on a smartphone is not a problem.
For security reasons, we cannot change the names of pickups in relay, through which means did you make your request?
Best regards
Romain
HAWAIISURF
She will be able to pick up the package by presenting a copy of your ID, either physically or a readable scan or photo on a smartphone is not a problem.
For security reasons, we cannot change the names of pickups in relay, through which means did you make your request?
Best regards
Romain
HAWAIISURF
A
Rating: 2 out of 5
The order arrived on time but its return and customer service leaves much to be desired. No news for over a week while the package has arrived at its destination, follow-up by email and no news. Also difficult to reach someone by phone. Too bad, I was very satisfied with my previous orders.
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Response from HawaiiSurf
Hello,
Your return was processed on 16/11 following its receipt on 14/11, as indicated in our T&Cs and on the return slip with the order, we make sure to proceed with the refund within 15 days. The refund was validated this weekend by management and will be made according to the payment method.
What information were you missing?
Best regards
Romain
HAWAIISURF
Your return was processed on 16/11 following its receipt on 14/11, as indicated in our T&Cs and on the return slip with the order, we make sure to proceed with the refund within 15 days. The refund was validated this weekend by management and will be made according to the payment method.
What information were you missing?
Best regards
Romain
HAWAIISURF
A
Rating: 3 out of 5
Excellent in every respect. Clear site, promo code (nice surprise). You can buy with complete confidence.
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A
Rating: 3 out of 5
Low stock (colored mouthguards, brakes) and the -15% on wheels disappeared at the time of ordering...
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A
Rating: 2 out of 5
One product is missing from the delivery and delivery time is long, not enough details on the products.
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Response from HawaiiSurf
Hello,
What is the missing item? Your pack was delivered in 24h following its shipment on 02/11 (the first of November being a holiday). What details were you missing?
Best regards
Romain
HAWAIISURF
What is the missing item? Your pack was delivered in 24h following its shipment on 02/11 (the first of November being a holiday). What details were you missing?
Best regards
Romain
HAWAIISURF
A
Rating: 3 out of 5
Fast but damaged package
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A
Rating: 2 out of 5
Despite the presence on the delivery site, the package was dropped off at a relay point. Thank you TNT! I will not order through TNT again.
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A
Rating: 3 out of 5
Delivery scheduled for Monday and arrived on Wednesday, otherwise it's cool.
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