Hockey Direct - www.hockeydirect.com

AWFUL!! The worst experience I have ever had from online shopping. Awful customer service. Have asked numerous times to instigate a complaint and for the matter to be escalated to a supervisor however I am continually ignored and informed “they are not working today”.

Nothing heard about my order for 6 days so I contacted HockeyDirect on 05.05.24.

I was told the hockey bag was out of stock so I asked for remaining items to be sent - stick and shin pads. By 0950 hours on 08.05.24 after a phone call I was told the items had still not been sent so I cancelled the entire order. I was assured this had been done. I did not receive confirmation of the cancellation so requested this by email at 1054 hours the same day.

The following afternoon I received an email from HockeyDirect stating the order had been dispatched and could not be cancelled. From checking the tracking information I learned the order had been dispatched after cancellation. From that time until 29.05.24 I experienced shambolic customer service, and received aggressive and condescending text in emails. This was a series of errors on the part of HockeyDirect however I was the one having to rectify and return items. I have eventually received a refund one month later.

I will never buy from HockeyDirect again and implore others to AVOID AT ALL COSTS!!!!

Like several others in the reviews I wish I had looked at the reviews before ordering they have a total lack of customer service, and it seems delivery times, refunds and any level of customer service do not exist. You will probably not get your order on time as promised, if it is right you'll be lucky and good luck trying to get it changed. The discount codes they advertise can't be used it appears and they have no interest in resolving any issues and just fob you off.

Really disappointing!

Ordered a pair of hockey shoes for my daughter which were faulty - they have made me pay myself to return them! Customer service was appalling. I have still not received a refund. Shocking. Avoid.

15/2 my order was send, still i did not receive my item. No reason. Was promised a refund, which i dont receive either!!

Please dont order from hockey direct!! You will regret it!!

Wish I'd read the dreadful reviews before placing the order. I ordered 2 pairs of shorts as Christmas presents on 1st December - Delivery supposed to be within 4-5 working days.

One whole week later (8th December) had a phone call to say one item not available as advertised but offering a different colour if acceptable. I accepted the alternative BUT another week on (15th December) I'm still chasing for information on the whereabouts of a parcel supposedly despatched 5 days ago.

Not anywhere near the service you see from virtually all other online retailers i.e.

- No confirmation of despatch

- No tracking service

- Unbelievably slow despatch/delivery system

Absolutely awful sales practice - they blatantly advertise items that they do not have in stock and then they offer more expensive items as alternatives. They are falsely advertising. See other reviews and do not use.

Purchased a pair of 'Grays' hockey shoes last week. Shoes arrived in good time, without issue. On opening the box I noticed that one of the shoes had a manufacturing fault. Contacted Hockey Direct; one of their operatives requested a photo, of the fault, and that they would let me know their thoughts. Having read the numerous adverse reviews I said that I'd rather deliver the shoes back, in person, for exchange. Upon arrival it was first suggested that I'd damaged the shoes by wearing them even though they were still in the box with the manufacturer's packing material in tact. I was made to feel very unwelcome and the only offer made was that Hockey Direct would send the shoes back to Grays to see what they thought of the fault. Again with the numerous adverse reviews, in mind, I knew this was one of their classic 'fob-off' tactics, so took the shoes way with me. I contacted Grays immediately and they have resolved this issue by exchanging the faulty pair for a replacement pair without any further hassle...now that's what I call excellent customer service, not the downright shocking, woeful, inconsiderate customer service I received from Hockey Direct. I'm certain that if hockey and cricket were as popular as football, then this company would have made an appearance on BBC's 'Watchdog' programme by now. As many have already stated in their reviews, DO NOT use this company...

Bought a hockey stick for my son's Christmas present after checking that I'd be able to return if wrong size. Was told no problem, no timeframe for return given. Returned the stick. It had been out of the box and packaging for 5 minutes on Christmas day and was umarked. Then received a message to say they wouldn't accept the return as there was no paperwork with it and the stick was marked. When I phoned to query that I was told OK, the paperwork was there, and OK maybe it isn't marked, but it's more than 14 days since you purchased it. Any excuse it seems.

I ordered a stick for my son 2 weeks ago and received it the next working day so i then ordered him new astro's a week later. These arrived 5 days later due to the snow and bad weather. Customer services very helpful. All boxes in good condition and credible couriers used.Will use again for sure.

Thanks all

How can a company continue to get away with treating people like this?

Ordered a stick and promised to be delivered by three days.

A week later, I contacted customer services after receiving a text to say the delivery company confirm no parcel to collect. Hockey direct said they had collected it and would find out where it was and call me back. They didn't. I called again. Said would call me back. Still nothing.

Concerned now that I've lost £200.