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 p... Se mere
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Se, hvad kunderne siger
Very fast delivery. Ordered chest guard during christmas period. Order was recieved on the 5th Jan due to shop being closed for christmas peiod. Item and was delivered within 5 days. Very swift delive... Se mere
Virksomheden har svaret
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 re... Se mere
Virksomheden har svaret
Bought four OBO face masks - total order size about £250. Delivered according to plan and the larger size ones are just what we wanted. Two smaller sized masks have loose foam padding inside which h... Se mere
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Delivery issues
Items took over 2 weeks to arrive, although recieved prompt refund.
21. september 2026
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello,
We are very sorry that your DHL delivery was delayed, but we are highly surprised by your review given that we took full responsibility and resolved this for you this morning (Monday, 21st September), the same working day that we received your e-mail asking for a refund.
To clarify the facts for anyone reading this: You claimed in your review that you waited 'over 2 weeks' for a delivery, but this is factually impossible, even if your order date is taken into consideration. Your order was dispatched on Tuesday, September 15th, and you emailed your complaint over the weekend on Saturday, September 19th. This means the parcel was in transit with DHL for just 4 working days before you left this review.
Our business operates strictly Monday to Friday and we are closed over the weekend. When you emailed us on Saturday, we picked up your message first thing this morning when our office reopened. We immediately recalled the parcel from DHL to save you the hassle of returning it and issued a full refund straight away.
In your review, you stated you gave us 1 star despite noting that we confirmed a refund 'fairly promptly.' We have to ask: how could we have possibly refunded you any sooner than this morning, considering we only received your complaint today and refunded you today? If resolving your issue and returning 100% of your money in less than one working day only warrants 1 star (the lowest amount of stars that can be given), how many stars would you have given if we hadn’t refund you today?
We completely acknowledge that there was a delay on our end in getting the parcel dispatched to the courier, for which we sincerely apologize. However, we feel it is deeply unfair and misleading to publicly claim you waited 'over 2 weeks' when the courier only held the parcel for 4 working days, and you were fully refunded the very same morning we read your email. Given that we completely protected you financially the moment you asked, we hope you might ask yourself if a 1-star review based on an invented timeline is truly a fair reflection of our service.
Items available to order may not actually be in stock. Website is an online catalogue and stock availability is not updated
I placed an order at the beginning of the week, assuming the item was physically in stock, as you would normally expect when ordering something online, when it shows as being available to order and nothing on the product page or during checkout to suggest otherwise. However, when I received no dispatch notification the following day, I reached out, to be told that the website operates as an online stock catalogue rather than using live inventory tracking. This is stated in the T&C's, but is otherwise not immediately visible to the user.
In addition, the response blamed my own ordering timeline, advising that I should have placed my order much sooner so as not to leave myself short on time. I was unable to do this, as I didn't know about the upcoming Sunday sports session (taking place 5+ days after ordering) until shortly before ordering. I was advised that a refund would be issued however.
The fact that they do not hold real-time stock control is buried at the bottom of their delivery policy page. Because of this, they accept payment for items they do not physically have in their warehouse, leaving you to wait 5–7 business days while they source it from the supplier.
By modern e-commerce standards, a business operating this way should state it clearly on the product page or during checkout (e.g., 'Stock expected from supplier on X date'). Expecting customers to hunt down a delivery sub-page to discover the site is just a catalogue feels like a deceptive way to lock in revenue. From reading other reviews, I understand that the company will reach out to customers and offer alternatives (even those of a higher price), which some are happy with, but this doesn't change the fact that most customers will expect an item that is showing on a website, is added to the bag and then paid for, to be in stock.
If you have a last-minute change in circumstances or need an item urgently for the weekend, shop elsewhere. Other retailers offer genuine live stock tracking so you know exactly what is available before you pay.
Thankfully, I managed to find the same items (showing as in stock) at Direct Sports (one item was the last in stock, so immediately showed as out of stock on the product listing page once ordered), and which could be sent out for next day delivery.
14. september 2026
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello,
Thank you for providing your order details, allowing us to clarify the exact facts of this transaction for anyone reading this review.
We are surprised by your public complaints regarding our transparency and "modern e-commerce standards," given that our formal correspondence logs confirm you acknowledged you had not fully reviewed our published delivery terms prior to ordering, and you also confirmed your understanding of our website structure after it was explained via email. For public context, our Delivery Information page prominently displays a “Please Read Carefully” directive right at the top, where you admitted you had only browsed part of the available information, and it became apparent you had also misread a key section of it.
Transaction Timeline:
• Monday 14th (Late Night): Order placed while our business was closed.
• Tuesday 15th: Order received and processing commenced.
• Thursday 17th: Cancellation request received; cancellation and refund arranged that same afternoon (two working days after processing began).
• Friday 18th (Early Morning): Refund fully processed by our accounts department—less than 24 hours after your initial request.
To clarify the facts regarding your timeline and modern UK legislation:
• UK Consumer Law: There is no legal requirement under UK law for real-time inventory syncing. Pre-contractual transparency is regulated by the Consumer Rights Act 2015 and the Electronic Commerce Regulations 2002. Our Delivery Information page satisfies these statutory guidelines by openly stating prior to purchase: “Our web-site does not offer real time stock control.” The information is fully accessible; it must simply be read.
• Modern Regulatory Compliance: Under The Consumer Contracts Regulations, an online retailer’s primary duty is to ensure clear, accessible pre-contractual information before checkout. We satisfy this by openly publishing our estimated 5–7 working day timeline. Consumer law is based on these statutory regulations, NOT on your personal assumptions.
• The Order Processing Window: Because your order was placed late on Monday evening after our operations had closed, it was queued for the following working day. Our processing timelines and cut-off points are openly published to ensure total transparency. Adhering strictly to these standard fulfilment schedules is a normal part of e-commerce operations, and your order was handled exactly as our terms dictate prior to your cancellation request.
Operational Context:
As a small business with over 30 years of specialist retail experience, we followed our processes perfectly. You ordered late on a Monday night whilst we were closed, we received and began processing it the following working day (Tuesday), and when you requested a cancellation two working days later (Thursday), we handled it immediately by arranging the refund, completed early the next morning.
For public clarification, we never stated that you “should have” placed an order sooner. While we appreciate you placed an order with very little time before requiring the goods and are looking to impart blame, context matters. We correctly followed the exact processes outlined on our website - which explicitly accounts for the time required to order items from suppliers (where necessary) - despite your private admission that you had not taken the time to read those terms.
Had you emailed us prior to ordering to check availability and notify us of your tight deadline, we would have gladly checked our physical warehouse stock or suggested alternatives to help you meet your personal time constraint.
It remains highly disappointing that despite acknowledging the clarity of our terms and the speed of your cancellation in our direct communications, you have chosen to maintain an adversarial public review under a different name. We have fulfilled our legal and ethical obligations entirely.
After a misunderstanding due to…
After a misunderstanding due to information given by a third party hockey factory shop phoned me as requested and the problem was resolved amicable
21. august 2026
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Thank you for the updated review. We are glad we could connect so quickly to clear up the tracking discrepancy caused by the third-party Shopify 'Shop' app.
Very fast delivery
Very fast delivery. Ordered chest guard during christmas period. Order was recieved on the 5th Jan due to shop being closed for christmas peiod. Item and was delivered within 5 days. Very swift delivery considering the amount of orders the Hockey Factory Shop would have had to deal with. Also, Very quick to reply an email query which I sent.
10. januar 2026
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Thank you very much for the kind words and for being so understanding and thoughtful, this is very kind of you. We hope you have a fantastic New Year!
Great service
I was a bit apprehensive about ordering after reading some of the reviews. However I placed an order for a stick and it was delivered in 2 days. I was kept updated with the progress and received a 2 hour time slot from the courier.
The stick was perfect too. Very happy 😊
16. september 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello, we appreciate the kind words, thank you very much! We hope you have a lovely day.
hockey stick
I really liked the website, it's user-friendly, and there's quick contact with the customer. There's a wide selection of products, and the prices and discounts are good.
30. august 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Thank you for your kind review. Have a lovely day.
Experience was great
Experience was great! Although they didn't have stock of the shoes I was after, they nevertheless reached out quickly about a refund if alternative options weren't satisfactory. 5/5
8. juni 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Harry,
Thank you for taking the time to leave a positive review, we appreciate it very much.
Great service, very helpful!
I placed an ordered on the site, but unfortunately the shoes I wanted were out of stock. I was emailed straight away offering an alternative shoe for the original price I paid.
I gave them a call to discuss options and they were super helpful on the phone. In the end I ended up getting a full refund for the order and placing a new order as I wanted to get some grips as well. I can only imagine they were like 🤦 at me changing my mind haha. However they were brilliant and I couldn't fault the service so I only felt it fair to leave a good review!
3. juni 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Rochelle,
Thank you very much for taking the time to leave a good review, it is greatly appreciated.
5 stars for product and service
Have just used HFS for the first time and I'm delighted with the product and the service. I ordered a hockey stick bag, and was informed after two days that it was out of stock, but HFS offered me an alternative. They had even managed to match my unusual colour choice. I accepted, and the bag arrived two days later tracked all the way by Yodel. This stick bag is actually better quality and value than my original choice. I shall be ordering from HFS again, and have already noted that to check clothing sizes, they show sizes from all the leading manufacturers, not just a standard proforma. I'd like more detail than they provide on the website about a couple of hockey sticks, and I want to check the size of a hockey helmet so I'm going to ring customer services and will report back - to see if this aspect of their business is just as good.
14. maj 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Bridget,
Thank you very much for the lovely review, it is greatly appreciated. Thanks again!
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.
25. marts 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Nick,
We are sorry you feel this way.
Our response was concise and factual. We did not reveal any personal details. We certainly never intended to accuse you of anything, simply to lay out the facts as they were.
We acknowledged our error regarding the refund delay and apologised.
Once again we offer our apologies for your experience.
Kind regards
HFS
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.
4. marts 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello,
We apologise for the issue.
Unfortunately, with no order details with the review, we are unable to investigate further. We have sent an information request as we really would like to look into this.
We would like to check if this is an issue with us or with the courier to try prevent things like this, so if you could supply us with your order details either via the request sent or by emailing our customer services.
Kind regards
HFS
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.
31. januar 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello David Thomas,
We would like to take the time to respond to your review and address the issues within, although we have done so previously via email also.
The helmets are not supplied to us in boxes from the manufacturer or the supplier. Nevertheless, we felt the safest way to ship was in a box to protect the goods. The box we used was in good condition and we happily reuse boxes in good condition to help with the environment and avoid unnecessary wastage. The sole purpose of the box was to protect the goods inside. We apologise if you found this offensive.
You have stated that our email was arrogant. Having perused the email thread, your first email to us regarding the issue was quite arrogant, demanding and had no use of manners.
In contrast, despite the rudeness of your email, our response was measured and apologetic. We simply explained that if the goods smelt as you say, then we would not have let them leave the building. We considered the fact they may have encountered water during transit and said we would of course be happy to help resolve the issue.
We asked for images, as we explained in the emails, to see if any damp marks/creases etc could be seen on the box or goods. Not to see if we could smell through the images!
You did not have to return the items at your own expense. We explained to you that we do not have a return label system but that if you send us a copy of the postage receipt, we will reimburse you. At no point did we state we would not refund the order or reimburse the return postage.
Your responding email was far less rude than the first one. If we had been rude and arrogant in our email to you, your response would have reflected that.
In your first email you stated “I want to return this so I expect you to pay for the return and replace it immediately with a new one, in a proper box…”
As explained, the helmets are not supplied to us with boxes therefore any box we would use was unlikely to be satisfactory.
You returned the goods for a full refund and sent us the return postage receipt. You then emailed us once we had received the goods back asking us if we had inspected the items and what we thought.
The items were indeed passed around several members of staff to inspect and not one could smell anything. We replied saying this. This then caused you further outrage in your responding email. In response, we had to explain that we were not arguing with you, just simply replying honestly to the question that you asked us.
It is reviews such as this where the facts are not quite accurate, but instead misleading to paint us in a negative light, that cause harm to small businesses. Especially as we did everything to resolve the issue for you without any pushback and did what we could to avoid you further inconvenience.
Regardless, we are sorry for your experience.
Kind regards
HFS
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.
4. januar 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Ludovic,
Thank you so much for your kind words.
We are really glad you had a great experience shopping with us.
Your review makes it all worthwhile, many thanks again.
Kind regards
HFS
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.
7. januar 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Penny,
It is very unfortunate that you felt you needed to leave this review, and we apologise if you feel we have not processed your order adequately.
After placing your order on the 2nd Jan 2025 at 7:47pm, we received it the following morning of the 3rd Jan 2025 and then shipped it that same day.
We are not partnered with the couriers and have no control over deliveries. Nevertheless, we always investigate on behalf of our customers and refund customers if the courier loses their parcel. Despite not having the finances of the likes of Amazon, being a small independent business, we often take the loss on these as there is a very low cap on any claims.
Unfortunately, you emailed us with a very rude and threatening email. Our response was not intended to be rude; it was simply to let you know that we are aware of our responsibilities.
You emailed saying it was a 2-day delivery. We do not state this anywhere. You also stated that you have had many issues with Evri deliveries previously and parcels lost or stolen, yet still felt the need to blame us for your parcel not being delivered yet, despite our website stating to allow 5-7 working days.
We also have an option on our site to select a different courier, which you chose not to do, despite admitting to having previous issues with Evri.
We strongly advise reading all delivery information on any website before ordering, especially if the item is needed urgently. That aside, we shipped you order in a timely manner, the day we received it.
We understand your frustration but, on this occasion, we feel not all the responsibility lies with us.
Your credit card company has no need to deal with anything, we shipped the item ordered, but also at no point have we said we would not refund you if that was what you preferred and in fact did so.
By calling us scammers, you are slandering us. This is unwarranted as we fulfilled our responsibilities (which trading standards will agree) and then have taken the loss of the parcel when refunding you.
If we were indeed scammers, then we would not have been in business for over 30 years.
It is just a shame that people predominantly only leave reviews when things don't go their way.
Kind regards
HFS
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.
2. januar 2025
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Tom
We are sorry to hear you had a negative experience.
Our Christmas closing dates were as always prominent on the top of the web page, as well as on the delivery information page and returns page in big bold type.
We apologise you thought the email to you was rude. It is easy to misinterpret tone via emails, however it was not in anyway intended to be rude, but simply to furnish you with the information regarding your order.
We do not have a 3-day delivery option that you said you paid for; in fact you did not actually pay for delivery as your order qualified for free standard delivery. It is clear on the website delivery page that this is via Evri and estimated at 5-7 working days. There is the option to pay a little extra to upgrade your courier.
Having investigated your order process, you ordered on 25.12.24 at 12:24pm.
Being closed for Christmas, we received this, with many other orders when we came back in on 2.1.25.
Despite coming back into many orders, yours was processed for shipping on 3.1.25 at 9:33am and left with the courier the same day. Evri delivered to you the next day on 4.1.25 at 1:38pm.
So, in fact the turnaround for your order, from when we received it on the 2.1.25, was 2 days.
We always suggest checking any website delivery information pages for delivery times if you need to order something urgently. We have all the information there. Unfortunately, failure to do so results in harmful reviews like this for independent businesses like ours.
If there is anything else regarding this order you would like us to investigate, then please do not hesitate to get in touch and we will assist you.
Please accept our apologies for any inconvenience caused.
Kind regards
HFS
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.
11. december 2024
Uopfordret anmeldelse
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.
18. november 2024
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hi,
We’re sorry for the delay in getting back to you and apologise for the frustration you have experienced.
Whilst the experience you have had is frustrating, we would like to assure you that due to the complicated process of acquiring a large amount of liquidated stock your experience is far from what our customers should expect. Whilst this is not an excuse, we ask that this be considered.
However, we do not expect our customers to have to compromise on the experience they have become accustomed to.
Please accept our sincere apologies.
Kind Regards
HFS
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 !!
6. november 2024
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hi Ian,
Apologies for the late reply.
Thank you very much for you kind words. We really appreciate it.
We are glad you had a positive experience with us.
Kind regards
HFS
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.
8. oktober 2024
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Paul Daniels,
To say we are confused by your review is underplaying things.
Having investigated this, you have been in communication with our customer service via email who have answered your questions. We have this evidenced.
Furthermore, you spoke to our customer service team on the telephone today (11.10.2024) at 12:48pm, 1 hour and 20 minutes before leaving this review. We can also evidence this.
Our colleague fully explained the process to you and you seemed quite happy on the phone.
It is a shame that you had to come on here and lie, potentially causing damage to an independent business.
The specially ordered in hockey stick is ready for shipping today, however we will cancel and refund your order in full instead, as you say you are starting the process of claiming the money back. We will save you the trouble.
If the stick was shipped out today, it would have still reached you before the timescale provided on our website.
We are not the likes of Amazon with their copious resources, as stated, we are an small independent business trying claw through despite the Amazons. Your unwarranted review has the potential to cause irreparable damage.
We suggest in future that you read all delivery information before purchasing online anywhere.
Regards
HFS
Great prices. On time, prompt delivery.
Great 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.
15. juli 2024
Uopfordret anmeldelse
Besvarelse fra Hockey Factory Shop
Hello Urvi,
What a great review, thank you, we appreciate it.
We are so glad you enjoyed your shopping experience with us.
Thank you for choosing Hockey Factory Shop!
Kind regards
HFS
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