★★★★★
based on 10034 reviews published
Latest negative customer reviews
Expensive and problematic delivery service
What do you consider to be the normal shipping rate? Our packages are delivered within 24 hours for the majority, but this also depends on the recipient store in the case of a relay drop-off.
You ordered the
Order deadlines not respected at all, board finally received but damaged. After 2 months of waiting, numerous emails, messenger messages, and calls, I have no response from the store. I am therefore very disappointed and really not ready to place another order with you! I do not recommend this site.
You ordered your board on Thursday 27/07 at 10:15 PM with a delay of 3-4 working days after the order was processed, order received on Friday with a pickup request made the same day for the earliest possible (the following Tuesday according to the store's hours). We sent it out as quickly as possible at the beginning of the following week as it was impossible earlier, you chose and were able to pick it up on Friday of that same week, 04/08, with preparation and delivery completed in 5 working days (counting our Monday closure).
In any case, we are sorry that the board finally arrived one day late.
To say that you have had no response is a bit exaggerated; we ourselves, after perpetual follow-ups, have not received any feedback from Géodis regarding your delivery and continue to chase them.
We will therefore proceed to refund the shipping costs on our part while waiting for the carrier to respond, who is doing everything to bury the matter.
You could see upon unpacking that maximum care was taken in preparation to ensure the surf arrived in good condition; however, it was slightly damaged on the nose during transport. The zero-risk does not exist, unfortunately, for any purchase made through a delivery provider; on a surfboard that we sold at a loss with a €270 saving, we could not make any additional gesture. We offered you a return or sending a repair kit so that even if you had something to do, your reserve would not be impacted by this transport issue, which you refused.
We are sorry that your order did not go perfectly, however, your review is slightly exaggerated in every way as we have tried to find a solution.
Best regards
Romain
HAWAIISURF
Payment of an additional euro for home delivery and I receive a message saying that the delivery person dropped it directly at the relay
We are sorry to read your review, we are reporting the issue to TNT as this is not the service for which we hired and pay them. On our side, we have initiated the refund for your shipping costs and apologize for your delivery.
Best regards
Romain
HAWAIISURF
Like a site to avoid, I have a very bad memory of it, 15 days to receive a delivery, my package was lost and it was me, the customer, who had to SEARCH to demand that it be delivered to me.
PATHETIC. I STRONGLY ADVISE AGAINST. They can't even respond to emails whether on Messenger Facebook or regular email. I requested a refund for a product ordered on July 27, 2017, which I have never received to this day. One wonders if one should contact the DGCCRF to obtain the refund.
TNT delivery at almost 10€ and not able to deliver in less than a week...
Order placed on the site for a promotional price swim shorts from the brand Rip Curl. In the end, product not available in stock and a cheaper replacement product than what I had taken and from the brand Oakley. Disappointed and I am waiting to see if I will be debited then credited...
This order is a supplement to my order 1098556: you sent me both orders in the same package, and charged as if two packages had been sent, i.e. 2x 20eur = 40eur. I have written to the 'roller' service, then to the 'orders and delivery' service, I have received no response or any refund of 1x the shipping costs, i.e. 20eur. It's dishonest, and I will not buy anything from you again.
I am thinking of buying a set of 5 Gorilla fins on sale, but there is a problem: I end up with a set of 3 fins for a board that I wanted to equip in quad. The very high price (145 euros) for only 3 fins (I deliberately avoid taking FCSII which is a bit expensive for my taste) is apparently due to the materials (gold or platinum certainly). After a call to Customer Service, I was told that it is specified in the description that it is a set of 3 fins. I checked the site from several different places, with PC or MAC, Firefox or Google Chrome, the descriptions are empty. So inform yourself before ordering to avoid ending up with 1 fin at 100 euros. I will not order from this site again.
We apologize for your order, on one hand the prices are set by the brands and distributors, and we retailers have little freedom on these prices outside of sale periods. Secondly, it was clearly indicated that it was a set of three fins in the description, plus one of the additional photos clearly showed the three fins in one view.
Well aware that this is not what you expected, a return is always possible for a refund.
Best regards
Romain
HAWAIISURF
I had to drive 30 kilometers on mountain roads after work to pick up my package because the delivery person was too lazy to do their job. But it still cost me about 10 euros in shipping fees while most other sportswear sites of this kind are free and deliver to home!! So you can thank TNT and that thanks to their lazy delivery people you just lost at least 2 customers and I will not recommend your services.
We are sorry to read your review, the delivery of your package was reported to TNT on the day the notice was deposited but we have not received any feedback until now.
We will refund you the shipping cost of your order as it does not correspond at all to the quality for which you and we were charged.
Best regards
Romain
HAWAIISURF
No one to answer my questions. Romain very very light.
The delivery by TNT is deplorable! We made a change of delivery (to a relay point instead of the home address); the package was indicated as delivered since Wednesday morning, it was still not present at the relay point Thursday afternoon! Following a call to TNT this morning, the package reappeared at the relay point! What a shock when upon receiving the package the box was completely open and the bag containing the purchased items was the same!!!! Unacceptable to pay for a service and not be sure to have your package intact!!! No worries regarding the hawaiisurf site itself
Indeed this is unacceptable, were all the items present and in good condition?
I will proceed with the refund of your shipping costs.
Best regards
Romain
HAWAIISURF
The size does not match and I did not see that we could not return the product.
If the size of the item does not match, you can definitely return it for an exchange, credit (within 100 days) or refund (within 14 days after receipt). It has never been otherwise. Where did you read that returns were prohibited?
Best regards
Romain
HAWAIISURF
First and last time I order from this site. How can you lose my package without even sending it? Lack of professionalism. SITE TO AVOID!
We are sorry for your order, you simply ordered a successful item at the end of the season. It has probably been stolen resulting in a stock error. An error that can happen on all e-commerce sites.
Best regards
Romain
HAWAIISURF
Interesting prices, when you receive the right product. Two orders, twice delivered a product that does not match what I ordered...... And the refund of the return shipping costs refunded up to €10, when you pay €15 to return the product..... Not professional! I will not repeat the experience.
Incompetent
We would like to apologize for this unfortunate error. All our products are hand-labeled, so it is possible that there are errors like the one you experienced. As far as possible, we exchange the product for another one that interests the customer; otherwise, we proceed with the cancellation of the order.
We refund the return shipping costs if the customer has to return the product, up to €10, just attach the invoice.
We have received the return of your order and you will receive the refund by the middle of next week.
Best regards
Kevin
HAWAIISURF
Once the payment is received, the customer no longer counts
We apologize if we made you think that you did not count, but please know that this is not the case.
Your satisfaction is our reward and that is why we do our best to meet your expectations as much as possible.
Your order was delayed and we did our best to fulfill it. Sometimes certain orders are not relayed to the preparation service due to a computer anomaly or stock error and it is necessary for the customer to contact or be contacted to find a solution. This takes more or less time depending on the period.
We hope we have been able to meet your expectations.
Best regards
Kevin
HAWAIISURF
The preparation of the package is a bit long but the delivery time was respected. What annoys me greatly is that this is the second time I order from HawaiSurf but I never receive the boxes or packaging that go with it. You sent my jacket without any protection in the box, it's unacceptable given the time it took to prepare my order. Recently I ordered a pair of shoes and they were sent to me without their box, they were just thrown into the box, it's shameful. The only star I leave is for the delivery times.
The products paid online were not in stock no one contacted us, we made the claims ourselves by phone no email to confirm the handling of the refund no commercial gesture and still not refunded to this day (transaction on January 21) we were regular customers we are disappointed
Sir, please excuse us for this stock error, it happens that there are some computer bugs regarding product quantities.
We tried to reach you on January 24 and 26, 2017 without success, so we left you voicemail messages.
On January 31 during our phone conversation we clarified the situation and you requested the complete cancellation of the order which was immediately taken into account.
The delay between the request and the receipt of a refund depends on the flow of ongoing requests. We were in the middle of a sales period and had many requests during this time.
We thank you for your loyalty and hope not to have kept you waiting too long.
Best regards
Kevin
HAWAIISURF
Order received 6 days late and package damaged...
Your order was placed on January 19 with a delivery scheduled between January 20 and 23.
We apologize for the delay of your order, during sales periods it is common for some delays to be reported.
The order was shipped on January 24 and was dropped off on the 25 at the parcel relay of your choice with a 48-hour delay.
Did your products arrive in poor condition?
The purpose of the packaging is precisely to protect the products during transport. We are not responsible for the handling of the package once it leaves our premises. We prepare the order and hand it over to the carrier for them to deliver it to you.
We remain at your disposal.
Best regards
Kevin
HAWAIISURF
Very bad service: I received my skis in a plain box without protection or bubble wrap nothing!!! I advise against buying fragile items on this site
You ordered on 01/25 for a pair of skis at -60%, shipped on 01/26 and picked up on 01/27 by you, with shipping costs waived.
The
Paid return!
Is this a joke? the return is normally, logically and by default at the customer's expense. We do not indicate
anywhere that the return is free.
Can you tell us the reasons for your review and its rating?
Best regards
Romain
HAWAIISURF
I chose home delivery, and TNT (the delivery person) directly dropped the package at a relay point without coming to my home... I therefore paid for a service that was not performed!! and I had to go pick up my package at the relay point!!
I apologize for your delivery, after discussing with you on the phone I reported the issue to TNT, and processed a refund of the shipping costs for your order.
Best regards
Romain
HAWAIISURF
After numerous orders, very disappointed this time, a pair of shoes: after a very quick delivery (which I rightly commend) I find myself with only one shoe in the box. No apology from the person in the store either on the phone or upon receiving the second shoe, as if it were normal... a simple check before sending or an apology from the store was deserved.
We apologize for the receipt of an order with a missing shoe, we did our best to ensure that the second shoe reaches you as quickly as possible but after the first weekend of sales it is possible that the online reception was expedited as the advisors were handling multiple cases during this busy period.
Hoping that the pair has been completed and is suitable.
Best regards,
Romain
HAWAIISURF
Disappointing
Please excuse us for your order, unfortunately we are not immune to breakage or theft, which is harder to avoid during this holiday/sale period when there is more traffic in stores.
My colleagues informed you as soon as the missing pair was detected and confirmed after searches by our preparers.
Best regards
Romain
HAWAIISURF
Horrible order packaging
What was the issue with your packaging?
Best regards
Romain
HAWAIISURF
Order not received within the indicated time. No gift to offer for Christmas.
We apologize for your order, only delivery for Christmas was guaranteed until 20/12. Your order was prepared and handed over to the carrier on 22/12, the date of the order. But with the Christmas rush, it could not be delivered within 24 hours to the pickup point but was handed over to the pickup point the next working day, Monday 26/12.
Best regards
Romain
HAWAIISURF
Delivery time not respected Sms email sent to retrieve product while it is still not delivered Big mess
It seems indeed that there was a bug during the delivery of your order as discussed together by email.
It was indicated deposited in relay on 15/12 while it was deposited on 16/12.
Please excuse us for these 7 hours of delay in the delivery of your order during this holiday season.
Best regards
Romain
HAWAIISURF
Satisfied or refunded... not really. Following a misunderstanding regarding the positioning of my bindings on my skis (a sophisticated computer tool to choose your position could easily be implemented), they did not want to take back my skis. For the boards I understand, once they are drilled they are unsellable. However, they could at least take back the bindings so that I can choose another model with different drillings that would allow me to position my bindings as I wish.
I just checked with my colleagues, if the bindings have not been used we can take them back even if they have been mounted.
Best regards
Romain
HAWAIISURF
After ordering a ski mask, upon receipt I was very disappointed! Indeed, the package was not opened at all, however it did not correspond to the description, the packaging of the mask was in very poor condition (it had already been opened and was resealed with an old piece of tape). As for the product, it was in the same condition as the mask: damaged glass all scratched. I really do not recommend this site especially since I am still waiting after 2 weeks for a response from customer service regarding the complaint I made.
Delivery 24h after 5 days. Thank you
Good
We apologize for the TNT delivery which the first time was far from exemplary. Following the return, we had the board serviced by our skiman so that the base is top for your season.
I have not received feedback for the Fix order, did you place it?
Best regards
Romain
HAWAIISURF
Hawaiisurf needs to verify the reliability of its carrier! I was not delivered.
We apologize for the delivery of your order, it seems there was an issue with the tracking of your order as we also did not have access to the tracking of your order, I did not receive a direct response from DPD.
Best regards
Romain
HAWAIISURF
I still haven't received the snowboard, 20 days have passed and I know nothing about the shipment. I have sent several emails and have not received a response.
Cracked deck and cut grip
Very good site.
A lot of delays, no excuses or information received
The site delivered my last order to a non-chosen pickup point and 45 minutes of public transport from the initially chosen site and explained that it was a decision of the carrier, I am no longer sure to order from Hawaiisurf.
Color not as ordered, blue ordered, black and yellow received, super happy!!!!!
NOT only did I not receive my order but also without realizing it I paid 25 euros in shipping fees when it was free over 59 euros of order. So please refund me 25 euros in shipping fees for a delivery scheduled for July 15 that has still not been delivered on the 18!!!!