"Not only is the experience terrible but…"

Not 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.

"I've got to agree with other reviews"

I'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.

"We're speechless and haven't got time for this."

We 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.

"A pleasure to deal with"

I 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.

"Avoid! Avoid! Avoid!"

If 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.

"Rude customer service and poor shipment "

There 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.

"Response"

I’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.

"Very disappointed with Hockey Factory…"

Very 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.

"Really impressed with customer service…"

Really 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 !!

"Is Hockey Factory Shop a Scam ?"

Four 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.