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Reviews 182
Simon
Mar 09,2025I've got to agree with other reviews. The items I ordered and paid for weren't on stock. They contacted me and offered the newer version on the stick. Naturally, I accepted even though they said it may take a few days to arrive. Well, two weeks later, still no sick. They did refund my full payment the day after asking however, so got a star back for that.
David Thomas
Feb 04,2025We ordered a new hockey helmet and neck guard that we needed in a hurry, but was very surprised when the items arrived in a Samsung printer box wrapped in a thick brown tape, when we opened the box we were hit by an immediate smell of mold. The helmet and neck guard looks new, but has a strong mold smell to it. We contacted the shop but was asked to send them a photograph which we thought was pointless as the smell of mold could not be demonstrated that way, however, they informed me that their items don't smell of mold which we thought came across as arrogant as our order definitely did. I now have to return the items at my own expense and wait for a replacement. I'm speechless.
ludovic taxis
Jan 17,2025I ordered some astro shoes. They arrived perfectly punctual but unfortunately I had ordered the wrong size. I was not looking forward to trying return these and get new ones but I was wrong. HFS's returns process is extremely efficient and easy. At every step of the process there was information and help. The new shoes ordered had a different price and even that extra payment was easy and efficient. Great effort customer service.
Penny Fallon
Jan 08,2025If I could give this company 0 stars I would. Avoid! Avoid! The customer service is appalling and non existent. The email I received when my order went missing was rude and extremely unprofessional. I’ve since ordered from another company cricket -hockey and will receive the same stick, cheaper and tomorrow. My credit card company can deal with this bunch of scammers. I’m reporting to trading standards.
TOM BOUNDY
Jan 03,2025There was no clear information on when they would be closed however it was hidden in a small subsection that you had to click a link to find. I emailed asking when I might receive my order and I received a rude and impolite response telling me they were closed and to note it take 7 days for them to ship an order which is just ridiculous seemings as I paid for 3 day delivery.
Steve p
Dec 11,2024I’m afraid the response completely missed the point - you took payment for goods that you either knew were not in stock, or you didn’t bother to check your stock first. You could easily have responded with the offer of a substitute product without taking the payment, but you chose not to do this. Just because this is allowed by your T’s and C’s doesn’t make it good business practice. As for the delay in the refund, I had to check whether your alternative suggestion was suitable for the intended recipient, over a weekend, and it then took a further 3 days after asking for a refund before it was credited to my account. That was 8 days while you held my money, when in fact it should not even have left my account at all.
Annoyed customer
Nov 21,2024Very disappointed with Hockey Factory Shop. I purchased a hockey stick from them which was reduced to a very good price. The transaction was completed and the money taken from my credit card. Approximately 5 days later they emailed to say the stick was no longer available and they offered me an alternative stuck (same model but from a previous year). I looked on the website and could see the stick I had ordered was available but at a higher price and was in stock. I replied to their email stating this and asking for them to honour the sale. They refused and automatically processed the refund. I think it is a trick they use to sell off old stock claiming that the stick you have ordered is out of stock. I am shocked that companies are able to do this.
Ian D
Nov 09,2024Really impressed with customer service from HFS. Stick originally ordered was out of stock, but was quickly informed and offered a no quibble or cost upgrade to something that was in stock. Questions were very quickly answered and alternative stick was received within a couple of days. Very pleased. Thanks guys !!
Paul Daniels
Oct 11,2024Four days ago I placed an order for a hockey stick ( sons birthday present) on the 8th October and despite taking my money I have only had confirmation that the order has been received. It appears the shop haven’t even shipped the item yet. I have tried calling to speak to a person but after selecting option 2 it just goes to an engaged tone with no option to leave a message. It appears that it may be a scam and I am now having to start the process of trying to get my money back.
Urvi
Jul 18,2024Great prices. And on-time delivery. The stick was delivered surprisingly quickly to me in New York City. But the best part was the price. Even with the added shipping cost to NYC, it was cheaper than buying it in the U.S. Indeed, I might buy a couple more sticks to take advantage of the low prices.
Will
Jul 17,2024Top sellers. Ordered Sunday, dispatch Monday and delivery Wednesday. Best prices online when compared and have the best catalogue of products in England. Delivery would have been Tuesday if it wasn’t for DHL, no fault of HFS! Can’t fault them 10/10.
Povilas Lakštauskas
Mar 26,2024This market sell bad quality sticks and don’t want take the guarantee
customer
Feb 25,2024Fast. Cheap
Harry Jowett
Jan 13,2024Delivered three days before expected, great customer service, great hockey stick. Just a bit expensive postage
Shaun Gadsby
Jan 05,2024Tried to phone the company at 230pm for some advice on a product - office closed! Sent emails but as yet no reply. Return process very poor, no return label so customer has to pay. Customer service generally unhelpful.
Bethany
Oct 18,2023I decided it was time for a new hockey stick so I looked on Hockey Factory Shop for a new stick. The stick I ordered was the cheapest I could find anywhere by a mile and it arrived on the Tuesday after ordering on the Sunday afternoon. The stick is perfect and I would 100% recommend shopping here if you are after a new hockey stick. Never had a problem shopping with Hockey Factory Shop. Thank you
Sarah Martins
Sep 01,2023Good range of hockey kit, but they were quite unhelpful when I wanted to exchange shoes for a different size. I wouldn't recommend unless you know you won't have to return.
Karen Burgess
May 28,2023This is my 4th stick that I have ordered and returned. I’m pretty sure these are ex display sticks or sticks with minor faults in production. I spoke to a guy on customer services who was just rude. I cannot type the words I used for him…I’m sure the other reviews speaks for themselves. I have taken photos of all the sticks which arrived damaged and the returns / refund side hasn’t been a problem. My one star is for the cocky pr*ck
D Smith
Jan 03,2023Amazing service just before Christmas. They were quick and sorted an exchange so quickly to make sure it arrived for Christmas. So impressed thank you Hockey Factory.
Nick
Mar 26,2025Not only is the experience terrible but they will ask for details of your order and then reveal personal details in their reply and just accuse the customer of being wrong. They are simply a rude, disgraceful outfit and would recommend one of the alternative online hockey shops is used.