HockeyMonkeyReviews 103

Horrible customer service and defective products. My sons sweatshirt came with a defect in the lettering and a hole. They will not exchange or refund. Told me they would give me 25% off another one, but that's all they could do. I left a message for a supervisor and never got s call back for over a week. Thanks Hockey Monkey for the awesome sweatshirt that my son is now stuck with, with a home in it! We'll be sure to tell everyone where we got it. Scammers!

They have a lot of merchandize, a good choice of equipment, but if you ever have an issue then it's too bad for you. I received a pair of women's jock shorts. There was obviously a mistake in the production of the material the pants were made from. One leg of the short was covered with a tape like material, it was a bit sticky and covered the whole leg. I phoned and reported this. The rep said to send a photo. I sent the photo and she had to consult with her superior who told her to tell me that it was the LOGO of the make of the shorts! There was no arguing with her. Very insulting treatment of a good customer of theirs. I will not longer shop there. I now go to Hockey Giant.

So I posted on reddit.com about a month ago describing my experience with getting a customized Islanders Okposo jersey from Hockey Monkey. It was a terrible experience overall and here's a link showing exactly what happened [HOCKEY MONKEY Part 1](http://imgur.com/a/mCRDr)

I showed Hockey Monkey exactly what happened, what was wrong with the jersey and why I was so upset. Now I speak to a customer service supervisor and she gives me the option of returning it to get it fixed for a small fee. Okay fine, I'll return it and in the mean time I went out of my way to get the 43 Years of History/Tradition of Ice patch that the Islanders are wearing to commemorate their last year at the Coliseum. I send the patch to Hockey Monkey so they can put that on as theyre fixing the jersey.

I send the jersey back along with the patch and a photo I emailed them showing exactly where the patch should be placed on the Jersey. About a month passes by and today I get the jersey back and this is what I find when I open up the package [HOCKEY MONKEY Part 2](http://imgur.com/a/OFH1n).

I will never use Hockey Monkey again; I don't even trust them to fix this issue even though they offered. I won't accept anything but a full refund for screwing up again.

Don't use Hockey Monkey for getting any NHL jersey customized. It's just pure incompetence throughout that entire company and if you do just exercise extreme caution.

Ordered a CCM helmet which was too big for me. I sent it back straight away in the original box including all the paperwork and stickers. The box was slightly damaged from shipping, which I told customer service about on the phone. Then I received an email saying they refused my return, without giving any details about what could have been wrong. I called them again and they were saying that the return was refused, because they can't resell a damaged box.

Terrible customer service. Everything is fine until you have a problem. I purchased an expensive pair of Bauer inline skates from them. The outsoles cracked during the warranty period. I sent them pictures, but they told me I would have to send the skates to them to determine if they would be covered under warranty, and if not, I would have to pay return shipping. I wasn't happy, but I was confident they would be covered under warranty so I sent the skates in following their return instructions to the letter. When they received the skates, they agreed they would be covered under warranty. Then they told me I would have to pay $100 because I didn't send in the original wheels. I told them the original wheels were worn out and long gone, but if their instruction had mentioned anything I would have sent an old pair. They insisted that I had to pay $100. Then the supervisor tried to tell me they needed to send the skates back to Bauer with wheels. They don't send anything back to Bauer, Bauer gives them a credit on their purchases to cover warranty returns. So the money is basically coming from their bottom line and they will do whatever they can to keep it. I have spent thousands of dollars at this store and this was my first problem. Needless to say, they won't be getting any more of my business.

So just got off the phone with c. S n the return department on a final decision about my 550$ pair of Bauer blades, that I wore once around the house n determined they were to big, n they told me the one tongue was a lil dirty so they were unable to refund me the 550$ like really what a bunch of scums... Good luck getting my business back they just got me for 1200$ n now there telling me I have to pay the shipping fee for them to send them back out to me ha what a joke

I ordered a few things online with HockeyMonkey because the prices in Australia meant that even though the shipping is expensive it is still cheaper than here. Also, they just don't have the sizes for my son who is only 5. Well... I got a few things wrong in my order so panicked and sent an email. I received a quick reply from Sommer letting me know she was trying to track down my order. In the mean time I found something else wrong in my order so decided I should ring. I talked with Andrea who was very helpful and was then on a mission to track down my order. Instead of leaving me on hold she got my number and all I could think was "she won't call me back". 35 minutes later Andrea called... Andrea had tracked it down and proceeded to patiently correct all my errors and get the order correct. Andrea said it won't ship until the next day as it was late in the afternoon. Well I checked the order the next day and found that it was in fact sent the previous day. The speed of the delivery was exceptional as well. With the order complete at Monday lunch time in Australia, the delivery happened on Thursday afternoon... That is just ridiculous. I have never had such an exceptional online shopping experience and I tend to buy nearly everything online. WELL DONE HOCKEYMONKEY... Congratulations to you. My sincerest thanks. Brian

On Saturday, February 1 I ordered a pair of skates through hockeymonkey.com. I got a UPS tracking number on Monday but it never updated and I called both UPS and hockeymonkey on Thursday February 6. I was told by a hockeymonkey customer service rep that the skates were loaded onto the truck on February 3rd at 11:30. I was told by UPS that they never received the package but to call back if I didn't receive it by the end of the day on Friday February 7. The package never arrived and I called both companies back. I was then informed that UPS would start and investigation which could take up to 8 business days. When I called hockeymonkey I was informed that they would not do anything until the UPS investigation was complete. The reason I ordered new skates was because the blade on my previous pair, which were also bought from hockeymonkey.com, broke. Both. UPS and hockeymonkey put the blame on the other company but neither company stepped up and did the right thing for the customer and that is very disappointing. Unless something changes quickly, you have lost a long time loyal customer due to poor customer service from Angela, the supervisor in customer service.

This is by far the worst e-commerce site ever. I am not sure why they spend money hiring these so-called "customer service representatives" when they are simply unhelpful.

The only sin I committed is buying an item that doesn't fit me. Just because I do not have the original packaging, they are giving me the sage advice of selling the helmet on ebay. I believe the exact words are "Have you heard of Ebay? You can try to sell your item there." Unbelievable.

I've bought from these guys many times now. Well worth it. Much cheaper than anything that we have available in Australia.
Customer service is great - Sommer sorted all of my queries and added in my last minute extras.
The only thing that annoys me about this site is the distribution restrictions on some brands but I'm not sure that it's so much a fault of hockeymonkey's but rather the actual brand owners. I had a custom jersey made (not the authentic one just the replica) and it turned out great. It's obviously got a different feel to it than the authentic ones but it's less than half of the price which is nice.

The absolute worst customer service you will ever experience. UPS lost my package which isn't HockeyMonkey.com fault, but good luck getting a refund. Their customer service reps will all give you a different story, and say it will be taken care of tomorrow, it won't be. Regardless of price I will never shop with them ever again and would strongly incourage others to do the same. Pay a little more elsewhere and have a much better experience

Do not believe any promises HockeyMonkey makes unless you get them in writing. I bought several items to evaluate in my living room, with the express verbal promise that all would be returnable for refund. It's my fault for not noticing the 15% restocking fee, but they misrepresented some items' returnability. After I received my order, their Customer Service supervisor reversed her service rep's repeated prior assurance that a clearance item they substituted for my most expensive ordered item was returnable expressly because it was a substitution. My detailed notes on the time and content of that assurance phone call failed to persuade the supervisor to honor the rep's promise. I'm through with HockeyMonkey other than filing a charge dispute through VISA. The amount is not worth small claims court even though it ended up effectively tripling the cost of the items I kept. (The fact that Amazon does not use HockeyMonkey as a source should have been a red flag.)

And, of course, the e-mail spam has started within hours.

Bad Monkey. BAD Monkey!

Some of the most shockingly bad customer service I have had in a long time. I talked to a customer service rep on the phone when buying a nice hockey stick and they told me I needed to buy a "left" blade even though I am right handed and shoot right handed. The woman's reasoning was that "left" means that the stick curves to the left when looking at it while holding it. I knew this sounded odd, but I figured the customer service rep of a place that sells hockey equipment would know better than I.

WOW was I wrong. Not only did they send me a stick meant for a left handed player, they want me to pay $5 PLUS $18 to ship it back and then another $16 for them to ship me one. THAT IS MORE THAN THE STICK COSTS. I called and talked to several customer service reps and after presenting my case, the manager offered to give me a measly 10% discount if I wanted to buy another stick from them. The nerve on these people! They obviously have no idea what it means to treat their customers with respect

This is by far the worst customer service of any retailer I have ever used. Be careful before buying anything from them!