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... Leggi di più
L'azienda ha risposto
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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... Leggi di più
L'azienda ha risposto
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... Leggi di più
L'azienda ha risposto
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... Leggi di più
Dettagli dell'azienda
Informazioni di contatto
3,5
Nella media
195 recensioni
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Top sellers
Top sellers. Ordered Sunday, dispatch Monday and delivery Wednesday. Best prices online when compared and have the best catalogue of products in England. Delivery would have been Tuesday if it wasn’t for DHL, no fault of HFS! Can’t fault them 10/10.
17 luglio 2024
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Risposta di Hockey Factory Shop
Hi Will,
Many thanks for your positive review.
We are really pleased you had a great shopping experience with us. Happy customers is our goal!
Thanks again
HFS
This market sell bad quality sticks and…
This market sell bad quality sticks and don’t want take the guarantee
26 marzo 2024
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Risposta di Hockey Factory Shop
Hello,
Unfortunately we don't know who you are. Your name does not bring up any orders with us.
Please can you provide your order number so that we may investigate this for you.
EDIT:
Hello Povilas,
After further investigation we have now located your order placed with us 28.06.2023.
We have also perused the emails you sent us on 24.03.2024, 9 months after purchase, regarding your Adidas hockey stick which you believe to be faulty.
Hockey sticks generally have 3 - 6 month warranty because of the nature of their purpose. This is not just with Adidas sticks. Please see quote from Grays:
"Generally speaking, goods that have seen regular significant use over a season or that are more than 6 months old are usually considered to be outside of the warranty period.
Specialist items designed for short-term high-performance use may have significantly reduced periods available for consideration of fault claims."
You can read further below:
https://help.grays-hockey.com/hc/en-gb/articles/360014188580--Do-I-have-a-warranty-period
Whilst we have explained to you why the damage to your stick is not a fault, but is consistent with reverse edge hitting, we have said we would happily facilitate by taking it up with the supplier on your behalf, despite being out of the warranty period.
In order to do so, we have asked for specific images of the stick. These images are required by the supplier before they will even look at the issue. This is not a requirement from us. However, you have failed to provide them or any further correspondence since. Without the images, the supplier will not register the claim.
Your review is harmful and unwarranted as we have not refused to help you. You chose not to communicate with us further or provide the necessary information required for us to proceed with this on your behalf.
We would still be happy to receive the requested images from you and pursue your claim with the supplier, if you wish to send them to us.
Kind regards
HFS
Hockey Factory Shop
Delivered three days before expected, great customer service, great hockey stick. Just a bit expensive postage
13 gennaio 2024
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Tried to phone the company at 230pm for…
Tried to phone the company at 230pm for some advice on a product - office closed! Sent emails but as yet no reply. Return process very poor, no return label so customer has to pay. Customer service generally unhelpful.
5 gennaio 2024
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Risposta di Hockey Factory Shop
Hello Shaun,
First of all, apologies for the delay in responding.
Whilst our phone lines closed at 2:00pm, we are open until 5:30pm and still respond to emails.
We have investigated your emails. You emailed us on 05.01.2024 at 2:10pm with a question, then emailed us the same again at 2:12pm, two minutes later. Then a 3rd email at 2:15pm.
We do need more than 2 minutes to respond to emails and whilst we aim to respond within 24 hours, being out of season, we usually respond a lot quicker. We did indeed reply to you at 2:42pm, so within the hour.
With regards to the issue you were having regarding changing the shoes for a different size, after checking the emails and responses, we do feel you could have been assisted better and for this we apologise.
The customer service team have been spoken with, using your situation as an example and how it could have been handled differently and better with a happier outcome.
Once again, please accept our apologies.
Kind regards
HFS
Perfect
I decided it was time for a new hockey stick so I looked on Hockey Factory Shop for a new stick. The stick I ordered was the cheapest I could find anywhere by a mile and it arrived on the Tuesday after ordering on the Sunday afternoon. The stick is perfect and I would 100% recommend shopping here if you are after a new hockey stick. Never had a problem shopping with Hockey Factory Shop. Thank you
17 ottobre 2023
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Risposta di Hockey Factory Shop
Hello Bethany,
Thank you for such a great review. We really appreciate your comments, it is a great morale boost for the team here.
Thanks again.
HFS
Customer service poor
Good range of hockey kit, but they were quite unhelpful when I wanted to exchange shoes for a different size. I wouldn't recommend unless you know you won't have to return.
1 settembre 2023
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Risposta di Hockey Factory Shop
Hello Sarah,
We are sorry the exchange process was difficult for you.
We have had a chance to investigate your conversation thread with our customer service team.
From what can be seen, all your queries were responded to and in a timely manner.
You were informed that the size you wanted to exchange for were sold out, this saved a lot of time as you were able to get information regarding available stock for alternative shoes. Had all this been done after you sent the shoes back, the process would have been prolonged.
Also, to further reduce the time for an exchange, which has a process to follow, you were advised to place a new order for the shoes and return the other ones for a refund.
From what I can see, our CS team were trying to assist you and get you the right shoes without it taking too long for you. They had nothing to gain from this advice, they were simply trying to help.
If you have a specific issue regarding your exchange process, then please feel free to email our CS team and the email will get passed on and we will be happy to investigate further.
Kind regards
HFS
Amazing service just before Christmas
Amazing service just before Christmas. They were quick and sorted an exchange so quickly to make sure it arrived for Christmas. So impressed thank you Hockey Factory.
20 dicembre 2022
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Made an order for new hockey stick on…
Made an order for new hockey stick on the Sunday and received it on the Wednesday with standard delivery. got exactly what I ordered. The stick was cheaper than anywhere else I looked.
17 novembre 2022
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Risposta di Hockey Factory Shop
Hello Lee,
Thank you very much for your review, it is very much appreciated. We strive to provide the best possible customer experience we can and we are glad to hear we achieved that for you.
Kind regards
HFS
very happy with my order
I placed an order on Hockey factory shops website and within a few hours i was contacted with a problem with my order, it was rectified and I got my shoes the next day, very happy with my order.
2 settembre 2022
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A very impressive first experience with…
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
6 luglio 2022
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Great price, good communication, good delivery
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.
23 marzo 2022
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Pleased with items and service!
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!
9 gennaio 2022
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Products are good but if you need to…
Products are good but if you need to return items you must pay full shipping & there is not even a returns label.
7 gennaio 2022
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Cheats on Shipping price
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.
30 novembre 2021
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Risposta di Hockey Factory Shop
In reply to your review, naturally we are upset that you feel this way. The delivery page on our website clearly states under the header of international shipping the following:
"A default shipping charge will be added for non-UK mainland orders. This cost will then be amended in accordance with the size, weight, value and destination of the order. If the amended shipping cost is the same or lower, your order will be processed as normal. If the amended shipping cost is higher, you will be contacted before we proceed with your order."
This is exactly what happened. Once we had the shipping cost from the courier, we contacted you before proceeding further, we do not ever just charge the extra shipping without getting customer consent first. We do not charge more shipping than its costs us, we do not profit from any shipping costs. Shipping costs have risen considerably recently, this is beyond our control and we have tried to eat up as much of those costs as we can, but unfortunately we cannot prevent all shipping costs for the customer.
The language you stated we used is completely false, we would never use such language with our customers.
With regards to your refund, you would have been refunded regardless of how you paid, filing a dispute was never necessary. In the end the refund was processed that way because there was an open case, but it was us who immediately facilitated the refund and instructed PayPal to process the full refund as soon as you made it clear that was how you wanted to proceed as you know from the conversation thread within PayPal between yourself and us.
Once again we are sorry you feel the way you do regarding the shipping cost, especially as it is out of our control.
Slow delivery and dispatch, what I actually ordered out of stock and they have lost my parcel too.
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…..
23 ottobre 2021
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Takes a while, but got a cracking deal in the end.
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.
24 settembre 2021
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Never again, rude rude customer services.
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.
11 agosto 2021
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Beware the email spam reply from the Hockey Factory Shop
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.
6 agosto 2021
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I advise against shopping
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
1 luglio 2021
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Risposta di Hockey Factory Shop
Hello Marek,
First of all, please accept our apologies for the delay and inconvenience caused to you. I believe our customer service team are already looking into this matter and are directly in contact with you. Upon investigation, it appears that the couriers, once taking receipt of the parcels from us, mis-injected them into the wrong hub. So, we did ship the parcel at the time when you received the confirmation of shipping, it was after that with the couriers that it became delayed due to their error. We would very much like to get the matter resolved for you and our customer service team will have been in touch regarding sending out replacement products at our cost or offering a full refund. Please respond to them and let us know how you would like to proceed so that we may resolve the matter quickly for you.
Once again, please accept our sincerest apologies.
Kind regards
HFS
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