"Item not in stock, charged anyway."

Ordered a pair of hockey shoes as my size were showing as available. I needed them for a match on Saturday so I paid £7.99 for next day delivery.

didn't get a dispatch notification so I sent customer service a email questioning whether they had the shoes in stock and if not I'd need to cancel as soon as possible.

Received a text message some time later saying my shoes were not in stock and asked if I'd be happy with a different colour and for some reason a different size (they are shoes??). I immediately said no and asked for the order to be cancelled/refund processed. I've just checked my bank account and the money has been taken from my account with no email confirming the refund. I'm not sure why they took the money from my account as the order should have been cancelled there and then.

I think it's very poor to offer a next day delivery service and only let the person know after chasing that the items were not in stock. If I had known sooner I could have ordered my shoes from a different supplier and had them in time. As it stands I won't have my shoes for the weekend. Won't shop here again.

Order number 258562

"Good again"

Good again, used before and would use again. Shipping service was even quicker this time. Stick feels well balanced and Powerful.

"Slow dispatch. Late delivery despite paying extra. Poor."

I ordered a new stick for my son late on Wednesday evening for a match on Saturday. I paid extra for next day delivery expecting dispatch on Thursday and delivery on Friday. Instead they dispatched it on Friday and it arrived on Saturday afternoon, missing the match. They have offered to refund only the difference between standard and express delivery. Not impressed. Won’t use them again unless I’m desperate.

"Hockey socks"

Excellent service and good quality socks.

"True Customer Service"

True Customer Service, when the item I ordered wasn't in stock I was contacted an offered an upgraded item, then the carrier had mislaid the parcel and HFS sorted it out within the hour and had the replacement on its way.

"Excellent customer service as always"

Excellent customer service as always, and a great range of products at reasonable prices. Couldn't ask for more!

"Fantastic customer service!"

Amani Asmal went above and beyond when I received a damaged hockey backpack. She helped me to analyse the designs of various bags, actually picking them from the shelves rather than just looking at photos. Together we were able to deduce the right one for my needs. This coupled with excellent prices means that I will certainly be coming back to Hockey Factory Shop again.

"No Stock - Even when it shows on website"

Ordered a hockey stick that was shown on their website for next-day delivery. Nowhere did it say it was out of stock.

Received a call late in the day to say they were not able to ship.

I gave them some alternative models but again even though you were able to order them through their website they too were out of stock.

At this point customer service said that their website is just a catalouge and does not reflect stock - Very Poor.

"Excellent customer service."

Excellent customer service.

Ordered daughters Xmas present Hockey stick and unsure of some details.

Lovely lady went and got one from stores and got answers to all my questions and got the stick in that days post even though I’d miss the cut off for that day.

Would highly recommend this company. Quality service and excellent prices.

PS daughter loves her new stick!!!

"Delighted!"

When I ordered a hockey stick for my grandson's Christmas present my order was accepted but the next day I got an email to say the stick was out of stock with you and the supplier. I was, however offered another one, which was an upgrade, at the same price and was given free next day delivery as well. I couldn't fault my shopping experience and I have a very happy grandson!