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S
Rating: 2 out of 5
Cap conforms but does not match the ordered color
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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.
2 star reviews
Reset filtersM
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
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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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,
M
Rating: 2 out of 5
Delivery takes more than 25 days, the cap arrives deformed
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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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A
Rating: 2 out of 5
I am still missing a part of my order.
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L
Rating: 2 out of 5
Product available that was not despite a payment received.
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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: 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!
C
Rating: 2 out of 5
Did not receive the ordered product and impossible to reach them by phone
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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: 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.
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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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.
A
Rating: 2 out of 5
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.
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.
A
Rating: 2 out of 5
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
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
A
Rating: 2 out of 5
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.
Translated reviews
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.
Response from HawaiiSurf
Hello, we take your feedback into account and we remain at your disposal for any additional requests.
The Hawaiisurf team
The Hawaiisurf team
A
Rating: 2 out of 5
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.
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.
A
Rating: 2 out of 5
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
A
Rating: 2 out of 5
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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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
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
Thank you for your interest,
We remain at your disposal for any questions.
Best regards,
The HawaiiSurf team
A
Rating: 2 out of 5
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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A
Rating: 2 out of 5
Product not conforming to the photo, return at my expense and no response from customer service.
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