Hockey Factory Shop Reviews

A very impressive first experience with Hockey Factory. I made a mistake on my order and they were able to change the colour of my grip at very short notice. My order then arrived 2 days after placing it. They were very friendly and understanding and I would highly recommend them. Thank you

Great price: the hockey stick was approx. £25 cheaper than anywhere else I could find. Delivery was 5 days or so. Answered my queries promptly. Nothing to grumble about - would use again.

Received my items quickly and in good condition, as always. Can't fault this company, customer service is always good and I look forward to ordering again. Thanks!

Products are good but if you need to return items you must pay full shipping & there is not even a returns label.

I ordered a stick and other Grays clothinga from them worth about £530 (inclusive £34 international shipping). I had to chase them after 3-4 days seeking reasons of why the items are not shipped out. Their response was fast to my surprise but with a shocking revelation. They asked me to pay another £60 for shipping charges as there are many items. I was like why more when that was the shipping price computed at checkout? They were like no it's expensive and crap. So I was like I am not gonna pay £34 + £60 for blardy shipping am I. So I asked for refund and thank god I paid thru PayPal and filed in a dispute. I got my money back in 3 days. FYI I bought the same items from Hockey Direct and paid the shipping of £35 and got all my items in mint condition with fast delivery to Malaysia.

Ordered a pair of hockey shoes and a skort, shoes were dispatched and arrived with a note saying “sorry a lot of things are out of stock at the moment” after chasing as to when my skort would arrive they said it’s 5-7 days, after that they then got in contact with me and told me that it was actually out of stock and could they send me a different size, I hadn’t really got time to wait at this point so just agreed as it was only one size out and hoped they would send it soon, it was dispatched over the next few days however after one failed delivery because dhl didn’t leave it in the assigned safe place because I was at work they have now lost my parcel. Have been in contact requesting a refund and am still yet to receive a reply.

Very slow service would only recommend if you are happy to pick an alternative to what you ordered and happy to wait 2+ weeks for items to possibly arrive possibly not…..

I ordered a Grays GR500 Composite 2020 stick via the website at a great price. The delivery estimate was 5-7 days on free delivery and I wasn't in a rush. A few days later I received an e-mail saying that the 2020 was out of stock and would I be happy for an upgrade to 2021 at no extra cost. I accepted and a few days later received the stick. Time taken over-all from order to delivery was 7 days. Can't fault them. Will use again.

Stay clear they take your money but do not send items out, then they claim they have sent them only to send part order and claim it was full order, send wrong items and say they did not even when sent photos.
Beware once they get your money you will have to fight to get it back

I wouldn't order from HFS again, the customer service is shocking the man (presumably owner) is rude, told me it was my fault I wasn't receiving emails. Our hockey shoes had gone missing with a courier - everything I told him I was told I was wrong and it was 'my fault' I was absolutely taken aback that having spent £75 I could be spoken to like that! Never again. I'd rather pay extra somewhere else and get better customer service.

Ordered and paid for a junior hockey stick which was advertised as available on Monday. By Friday I was wondering why I hadn’t heard - so rang for an update. I was asked if I had looked in my email spam folder. I asked why that would be necessary. When I checked the stick ordered was unavailable and a question as to what I wanted to do next was hiding in my email spam. Now refunded and will be going to a more professional outfit in future. Rank amateurs in my view.

Customer service to the bottom !!
has already been waiting for more than 30 days for the shipment.
I received information that the goods shipped last week, when I asked for a bill of lading I received it. however, only the parcel is located, the goods are not ready to be picked up by the courier

Item was incorrectly described and the fabric looks/feels cheap. Not sure who is in charge of writing the description for these, but pretty sure they copied and pasted it from a 'superior' bag on the Osaka website. Tried to contact customer services and no luck there either. Generally good brand, not sure about the supplier!

Very happy with the product and especially the service that I have received from the company - would highly recommend to my team mates

Ordered prior to Christmas, not a stock item but despatched & arrived straight after NY

Eh, I had to exchange for a larger size and that meant I had to pay for shipping. Companies that send labels so that the customer doesn't have to pay for shipping and/or seek out a place where the package can be weighed, etc. offer a better customer experience. Also, a company that pays for that stuff will likely do a better job of ensuring the customer gets the right product in the first place since it impacts their bottom line. Just my two cents. If it weren't for the pandemic, I wouldn't have ordered online but here we are. So, yea, this place is fine but I'm not like "wow that experience was so good, I'll definitely come back to them next time I need hockey gear!" I'm more like "eh, if they have what I need at a good price and I am fairly certain the size is correct, I guess I'll order from them."