★★★★★
based on 10034 reviews published
Latest negative customer reviews
I did not receive the correct order
I ordered my board on the Hawaiisurf website and received it with an impact on the underside of the board. I immediately informed Hawaiisurf but had to follow up three times to get a response which was ultimately negative. They don't want to know anything (no commercial gesture and they don't even open a file with the carrier)... it's my fault if my board is damaged... really a shame to trust a site only to receive a new but damaged board. I do not recommend this site.
We are sorry to hear that you were not satisfied. However, before shipping we notified you insisting that it was essential to unpack the board and check it in front of the carrier to avoid such inconveniences. Surfboards are particularly fragile products and need to be checked carefully. We are sorry for this situation and we are ready to offer you a gesture on a future order to compensate for your disappointment. Please contact customer service at [email protected].
The entire Hawaiisurf team wishes you a good day.
Board damaged during delivery and a real obstacle course to get reimbursed. Always up to you to do the steps = 1 month. Board not protected in the box, no possible tracking for the delivery of the board, delivery company: does not notify you when it passes and does not leave a message. Conclusion: AVOID and buy in a surf shop:
We are sorry that your board arrived damaged, the boards are shipped via a specialized carrier hence the tracking unavailable in your space, however, with a simple email or call, we can give you the status of the transport.
As for the refund, you contacted us on April 12, the refund request was made on April 12 at 4:50 PM. The bank refund takes a maximum of 5 working days to be effective.
We are sorry that you consider this as an obstacle course and we will make sure to improve in the future.
Thank you for your understanding and have a nice day.
5 days after placing my order I was informed that the product was out of stock... Very disappointed!
Unfortunately, it sometimes happens that an error slips into our stock and that the ordered product is not available. These occurrences are very rare and we always try to find a solution with our suppliers so as not to disappoint our customers, hence the delay in notifying you. You can send us an email at [email protected] so that we can find a solution together.
The HawaiiSurf team wishes you a good day.
This is not the right order
After 10 days of waiting, I had to call to be told that my order (which I had paid for) was out of stock, and that I would be refunded.
1st order received in 24h, Roller too small, so new order, Still not received, It's been 1 month!!!
I contacted you 2 times for the moment without a response for a cap received that is not the cap ordered
Package never delivered, very disappointed by the lack of communication from Hawaii Surf.
Best regards,
The HawaiiSurf team
The return policy is very poor and unacceptable to today's standards. I had to wait more than 5 months to get my refund. I'm never ordering again at HawaiiSurf because of bad customer service.
1st order canceled after 1 month by hawaiisurf. After various surprises. I am still waiting for the refund for this one... 2nd order ok but minimal packaging... 1 simple box for a board. After several emails, no response for the refund. In short... I was planning to make several purchases, it's not looking good.
Very dissatisfied Impossible to order online
Indeed, we had a computer bug during that day, several products could not be added to the cart, the issue was resolved within 24 hours. You can now reorder the product of your choice.
Thank you,
Best regards,
The HawaiiSurf team
After a slightly slow shipment, a very complicated delivery... it's not the right product... The store made a mistake... impossible to reach them.
Fortunately, I was able to reach someone directly to fix the issue, because if I hadn't called, twice, I would still be waiting for my order!! Aside from this big detail, order in 48h.
I finally have my wetsuit... but what a hassle! Order placed on Saturday, November 7: delivery was supposed to be in 3 days max. It is now November 19 and I had to go in person to the warehouse to pick up the order. Sure, the carrier may have been fraudulent but I had to chase customer service several times otherwise time passed without anything, there were many back and forth, I received no proposal for arrangement/compensation. In short, I end up with my order, but I lost an impossible amount of time and the experience was unpleasant.
A problem occurred with an item from my order that turned out to be defective, it was returned to the shop quickly, since then silence from them, no news, so I have no refund, no item, and no follow-up... Honestly, go to the competition instead, the customer service is catastrophic.
We have just taken note of your review. We contacted you on 15/09 to inform you of the good receipt of your bearings. However, they arrived in excellent condition, no defects were noted by our experts. Please feel free to contact us for any further information.
Best regards,
The HawaiiSurf team
I still haven't received my package... Is that normal ????
Customer service is extremely slow despite 6 calls, still no refund Apparently 'the depot' is overwhelmed with returns... bad sign... The questioning of the so-called depot should be considered, refunding a PayPal payment takes about 2 minutes 30 Thanks to the return tracking, I know that the package has been at the depot for more than 3 days
Hello After 3 weeks, I am still waiting for my package which should have been delivered to a pickup point. The first pickup point did not accept GLS packages but it was still referenced. After contacting the site, I requested to change the pickup point. No notification regarding the change, just an oral agreement by phone. The carrier confirms to me that the package has been delivered to the new pickup point but they cannot find it. After multiple calls, no news and I am still waiting for my package and no one gets back to me regarding a new delivery or a refund (it's up to me to do all the steps, incredible ...)
No delivery notice, no information regarding the arrival of the delivery person, the grip is rolled up which is very inconvenient to install!
Never received
Your order was shipped on 10/06 and dispatched on 11/06 to the pickup point you chose, this same pickup point received your order on 16/06, a scan of the barcode confirms that they had it in their possession. Your package was returned to us at the end of last week and is currently in transit to your home.
We want to assure you that we are doing everything necessary for it to reach you as quickly as possible.
Best regards,
The HawaiiSurf team.
Poor customer management, I do not recommend!
We are very understanding regarding your feedback, however, the situation that leads you to leave this review is actually not our fault, as I remind you, the product you ordered was indeed sold individually and mentioned in the description.
We want to reassure you and also assure you that we have indeed received your package and that the necessary actions have been taken.
Best regards,
The HawaiiSurf team.
I did not receive the product
The package is delivered to you, please check with the carrier. Unable to reach you, you provided a wrong number.
The HawaiiSurf team.
Recent purchase of a pair of rollers. The item was not checked before shipping, result: one brake is missing, moreover the box is more than deplorable whereas it is required in the sales conditions that the return of merchandise will only be accepted with intact packaging!!! I requested a reshipment with a refund... I am waiting for confirmation. I am disappointed.
We apologize for this inconvenience, our customer service has responded to you and was able to find a solution.
The HawaiiSurf team.
My bearings are not working properly
Thank you for your feedback, our service has addressed this issue 🙂
Skis received completely rusty, site to avoid
Our customer service has responded to you on this matter and found a solution, we are making a commercial gesture to apologize for this inconvenience.
The HawaiiSurf team.
Never again, the cap was pushed into the mailbox! 9 € shipping to Germany and broken cap!
thanks for your feedback, we understand your disappointment.
Could you please send us a picture of the product at [email protected] to find a solution
Yours truly
Amelie
I did not receive my order, COVID-19 is surely the cause of the delay, but an email informing about the delays would be more appropriate than asking me to rate something that I think will not arrive before 15 to 20 days instead of the 5 announced.
As you may have indicated, the health crisis we are all currently experiencing is the cause of the extension of certain deliveries, we, like the delivery people, are doing our best to ensure that all your orders reach you on time, however, it may happen that the delay is slightly longer than announced, especially at this time.
Regarding the email, it is an automatic email sent by Avis Vérifiés, it does not depend on us.
In the end, all's well that ends well, we are happy to see that today you have your order in your possession and that it did not take 20 days, phew!
The HawaiiSurf team.
The package was torn, and the rollers were not even wrapped, I am very disappointed.
We are sorry that your experience did not go as planned, we will forward your points to the relevant service and also to the carrier.
See you soon, the HawaiiSurf team
For me, it's zero. I went to order a snowboard jacket and the item received does not match the item ordered. Very long delivery time.
We are very surprised by your opinion, on our side the delivery was shipped on time. Regarding the product, it is an error on your part, the model you chose does exist in two colors and unfortunately you made a mistake about it, it happens!
We wish you a good day,
The HawaiiSurf team.
Delivery ok, customer service ok... but I did not receive the complete product
We are sorry that your incomplete order had a considerable impact on your rating, our customer service responded immediately to your request. We still hope to see you again very soon.
The HawaiiSurf team.
I still haven't received the order. The transport service with GLS is not efficient.
I will forward your feedback to our carrier and personally check on your package first thing tomorrow. I sincerely apologize on behalf of the entire HawaiiSurf team for this inconvenience.
The HawaiiSurf team.
I do not comment.
We are sorry to learn that your order encountered some difficulties. Our customer service is doing everything possible to ensure that your experience with HawaiiSurf ends on a good note!
Do not hesitate to come back to us if you need any information!
The HawaiiSurf team.
Wishing to return and retract my order, no response from customer service despite 3 attempts to contact!! deplorable and illegal....
As you indicated to my colleague, would you like to update your review?
Best regards,
The HawaiiSurf team.
The site promised a delivery time of 2 days. I received my package after a week!!! Disgraceful!
Your order took longer than expected due to an inventory that mobilized our entire team, this is a very rare situation for which we apologize. We still hope that your opinion will change during your next experience with HawaiiSurf.
The HawaiiSurf team.
BAD DESCRIPTION OF THE ITEM ON THE SITE DISGRACEFUL CUSTOMER SERVICE, ALWAYS WAITING FOR A RESPONSE AFTER SEVERAL CALLS AND EMAILS
We apologize for this inconvenience, our customer service will contact you during the day!
The HawaiiSurf team.
Order placed on 25/01 for a delivery scheduled on 29/01. It is now 04/02 and I still haven't received anything.
We are sorry to hear that your order is still not in your possession, your order was indeed shipped from our warehouse on 31/01. We apologize for this delay which was due to an inventory in our warehouse that involved our entire team. However, your order is still in transit according to your tracking, we are prioritizing your case and will contact our carrier immediately!
We wish you an excellent day, our customer service will contact you during the day to keep you informed about the status of your order!
The HawaiiSurf team.
Order processed in 3 days and delivered 45 days later. Customer service unreachable, no response to email messages. In short, rather unhappy with my last order
We are sorry to hear that your last order on our website did not go well, we apologize for this delicate situation and we are committed to finding a solution so that this situation does not happen again! We thank you for taking the time to explain your experience, our customer service will contact you shortly!
See you soon, the HawaiiSurf team.
Ski slightly damaged, nothing too bad but frustrating on brand new Rossignol scratches. But above all, no response to my request for a commercial gesture.
Sorry for the wait on our part.
We will send you a voucher of 20 euros that will be sent to you by email today.
Best regards
Nothing received as a package so far, unacceptable
We had to open a dispute with our carrier to check where your package is.
We leave you to check with them.
Best regards