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May 2023 by Wailana Q.
Paid for items with a debit card and their system goes down. "Manager" Sharon says it happens all the time with their system and that she needs to run the card again. We instead pay cash. We check our account online and it shows that the original transaction went through. We go back into the store to let her know. Sharon became argumentative and refused to look at our phone, saying that we need to "wait a few days for the credit". We try explaining & reasoning with her that it's not a credit card, it's a debit card tied to our checking account and online it shows the withdrawal. She's not interested in listening; instead she accuses us (loudly, w/ customers present) that we were "trying to score 2 free shorts" Really? Spoke yesterday with the District Manager, Dustin, who was no help - he saw no wrong on Sharon's part. Talked with another store manager, Colin, at the Front Street location and she was very apologetic - she mentioned that when their system goes down during a payment (this happens that often?) she has her customer check their account online before she charges them again - smart girl! Why couldn't Sharon offer us that same courtesy? It is now Thursday (happened on Monday) and we basically paid double for the items. What a way to treat your customers, and fellow locals. We are appalled by their horrible treatment toward us & unprofessional customer service. Be wary of their "system is giving us problems" excuse... you'll be forced to pay double or be humiliated for trying to "score" free items. Better to support another surf company store - there are plenty other ones out there.
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February 2023 by John Clarke
With so many options to buy Olukai sandals in Whalers' Village, I wouldn't recommend going here.We bought a pair of sandals Sunday, removed the tags and wore them out of the store. Overlapping leather on the top strap of one sandal caused a cut in my foot. Returned Thursday afternoon, and the clerk emphatically stated1) I can't feel anything wrong with this. I asked "do you see the cut that aligns perfectly with the strap?, right here in front you you?". "Well, we have never seen this before".2) we won't take anything back unless you have an itemized receipt, and original product tags. "I don't have the tags, we wore them out. Here is my credit card receipt..." Not enough.Friends traveling with us said this treatment is the opposite they've experienced at other stores selling Olukai. I doubt very much the Olukai Store or Tommy Bahamma in Whalers' Village would have treated a customer with a defective product the same way only 4 days after purchase, and stores charge the same price. Olukai offered a warranty exchange and apologized for the inconvenience.
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December 2022 by Addy M.
Rude people. Spent $39 and they said they wouldn't validate my parking because they said I needed to spend $40. Even though every other store will validate with a purchase. Super racist wouldn't give them my money.
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August 2022 by Alejandro Djurisic
Great cloth and knowledgeable staff!Sharon helped me find some some RVCA shirts, and Honolua Alpha shirt for the luau!!
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August 2021 by Brent Beatty
Super friendly and helpful staff. Lots of selection of styles and designs. T shirts, long sleeve and hoodies. Even some cool hawaii styled bags and dakine backpacks.
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February 2020 by Dan R.
We love this place they have great designs and always have my size,XXXL and I love that every time we are in Maui we grab at least a half dozen shirts or more. This time the store down on front street (not the one by kimos, but the one across and down the street) there was a kid named Peter working and he was very friendly, thought I'd give him a shout out!
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February 2020 by Denver Peterson
Poor customer service
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January 2020 by Gerthantis
Oh, how the mighty have fallen...
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December 2019 by Mary C.
Wow! Rude rude rude girls behind the counter! VERY unfriendly and snickering to each other. Sad because I love this store. Prob won't be back :(
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July 2019 by Gayle Bruce
I wish I could really give “0†stars! The Whaler's Village Honolua store has always been one of my favorites. Not Any More!!! The male sales clerk tonight was extremely rude. He literally yanked a pile of shirts out of my hand. He was more concerned I was going to mess up his pile of shirts than kindly helping me. I was going to purchase more, but I was so upset at his rudeness and comments under his breath, I only got the one I had to have the next am for a gift. He continued to be rude about only purchasing one. He really needs to go back to customer service school!!!! My future purchases will be done on front street. The clerks there are sweet and helpful. There is No Aloha Spirit in the Whaler's Village Honolua store!
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June 2019 by James Ogden
The store was well stocked with good merchandise. However I had to request to unlock the fitting room which was more difficult than it should have been. Also when I got back I realized the shirt I bought had had its tag purposeful removed, kinda strange.
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April 2019 by John B.
I would not shop here at all. Bought my wife some sandals, took them back to the hotel and they were too tight. Took them back the same day to exchange for the next size up. Tracy, the evening employee, said no returns. We explained that by Hawaiian law it had to be posted and it wasn't. They said it was on the receipt. I gave them the receipt and they couldn't find it printed anywhere. We explained that wouldn't be legal to do either since the sale is complete once you're handed the receipt. Then they told us that the manager, Sharon, tells everyone 'no returns' when they pay for their goods. We explained you had to have it posted at the register and Sharon didn't mention anything about refusing returns. Staff were rude and very unhelpful. Next stop - BBB to file a claim against the company.
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January 2019 by Jessica D.
I brought 2 sweatshirts last week here. Over a $100 and they already have holes. Such cheap Material for such and expensive item. Stay away! V reach out and have heard nothing. Advise to spend your money else where in Hawaii or online.
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January 2019 by Breena Troy
Went to the Whaler's Village location today and had a very poor experience with the staff. Two associates were very rude to us, gave us stink eye, rolled their eyes at us when we asked to see a shirt on the mannequin. They made it obvious that we were asking too much of them by requesting to try on a shirt in the front window on the mannequin, since other sizes of that style had run out. They were also disgruntled by us asking to unlock a dressing room. They didn't speak to us, or make eye contact or respond to us. We never felt so unwelcome at this store, won't be back anytime soon. We ended up taking our business to Quicksilver across the mall. Quicksilver staff was friendly and helpful, clothing was cheaper and better quality too.
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January 2019 by Anthony C.
I purchased a couple t-shirts from this store and discovered they were a bit too snug. The following day, I returned to this store to exchange them for shirts that were one size larger. The girl who assisted me seemed to be in a grouchy mood and was very rude the entire time she was helping me with the exchange. When she learned that I had removed the tags (which I brought with me back to the store), she indicated (in a very condescending tone), "We usually don't allow returns or exchanges with the tags have been removed, but I'll do it this time." Are there any other Yelpers out there who absolutely hate this line? I mean, if you're ultimately going to return/exchange it, then why bother to say something like that in the first place? (Clearly, she hasn't received proper training in good customer service!) She processed my exchange (while having an attitude) and handed my receipt and didn't say a word. We left the store feeling very unwelcome and came close to returning the shirts to get our money back. (After being treated this way, why on earth would anyone want to give them any business?) I can't speak for other Honolua Surf locations, but can assure you that this location employees grouchy employees who should probably not be working in customer service positions.
