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
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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
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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
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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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Terrible.
Been waiting 23 days for my order of 4 items, when we called the centre the man was rude and very unfriendly. Definitely never ordering from again, this isn’t uncommon. My Mum has the exact same problem 2 months ago where the centre lied and blamed the delivery company saying they ‘lost the package’, but just hadn’t sent it yet. The man was rude on the phone to her, too.
14 luglio 2020
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Risposta di Hockey Factory Shop
Hello Ella.
I am very sorry that you have had such an experience shopping with us. I can assure you that customer service and customer satisfaction is of the utmost importance to us and as such, your review is very much a cause for concern for me. It genuinely is not the level of customer service we aim to offer and I ask that you accept my sincere apologies for what you have encountered.
We are indeed experiencing delays in our usually very high standard of shipping goods out to customers in a speedy manner. I am sure you can understand that this is very much due to the current Covid-19 pandemic. We are operating on the barest minimum of staff and as stated on our website, orders are not being shipped on a daily basis as they would normally. Furthermore, our suppliers are experiencing the same hindrances as we are, therefore are not able to get goods to us as quickly as they would ordinarily. The pandemic has had such a huge impact on all walks of life and we are just one of those and in such an unprecedented time, we really are doing our very best to get goods out to customers, whilst keeping a safe working environment for our staff and following guidelines.
We have a very robust system of getting parcels out to couriers making sure nothing is missed. We have had many occasions where a parcel has been sent, but not been scanned by the couriers, therefore making it look as though it was never sent. In order to make sure our customers do not go without, we check stock and immediately send out replacements wherever possible, then wait for the original parcel to show up. This inevitably does happen, with customers contacting us to let us know they have received the original as well as the replacement.
I would very much like to investigate this and the other issues you have stated in your review, however there are no details of your order contained within. If you would like this looking in to also, please do get in touch with our customer service via email at shop@hockeyfactoryshop.co.uk providing the order details. Please address the email to 'Amani' and I will personally look in to the issues you have raised and contact you directly.
Once again, please accept my deepest apologies and I look forward to hearing from you.
Kind regards
Hockey Factory Shop
Office Manager
Very good value in the sale
Very good value in the sale - got some good astro boots and a really nice stick bag at a fraction of the normal cost. Delivered quickly too. Excellent.
12 luglio 2020
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Risposta di Hockey Factory Shop
Hello Jon,
Many thanks for your review, we are very glad you managed to bag some bargains and very much hope you enjoy them.
Kind regards
HFS
Competitive pricing
Competitive pricing, delivery as advised on the website, error was made but rectified.
11 luglio 2020
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Risposta di Hockey Factory Shop
Hi Alex,
Thank you for your review, I am glad we were able to get things sorted quickly and hope the stick is enjoyed.
Kind regards
Amani
HFS
Great value for money!
Good website easy to navigate, best prices I could find anywhere else. Really quick delivery and my daughter is very pleased with her new hockey stick- thank you!
11 luglio 2020
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Risposta di Hockey Factory Shop
Hi Claire,
Thank you for your review, we are glad you had a good shopping experience with us. All feedback is really valuable to us and it is always nice to know we are doing things right. I very much hope your daughter enjoys using her new Grays stick.
Kind regards
Amani
HFS
Very poor customer service
Very poor customer service. Buy with caution. I bought some GK shorts that had to be returned for a size exchange. Instead of processing the exchange they processed a refund and then put the price of the shorts up by £60. Won't be buying from Hockey Factory Shop again.
10 luglio 2020
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Excellent stick and service especially…
Excellent stick and service especially during this period. Will certainly be ordering again.
5 maggio 2020
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Bought four OBO face masks
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 has not been attached properly. This makes the masks unwearable as the foam is a safety measure and if it falls out would be dangerous to Junior players.
Contacted the firm straight away ... not great customer service if I'm honest. But as requested sent photos detailing the issue. Clear to see what the problem is but I'm being asked to cover the costs of P&P to send them back to them.
6 marzo 2020
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Item not in stock, charged anyway.
Ordered a pair of hockey shoes as my size were showing as available. I needed them for a match on Saturday so I paid £7.99 for next day delivery.
didn't get a dispatch notification so I sent customer service a email questioning whether they had the shoes in stock and if not I'd need to cancel as soon as possible.
Received a text message some time later saying my shoes were not in stock and asked if I'd be happy with a different colour and for some reason a different size (they are shoes??). I immediately said no and asked for the order to be cancelled/refund processed. I've just checked my bank account and the money has been taken from my account with no email confirming the refund. I'm not sure why they took the money from my account as the order should have been cancelled there and then.
I think it's very poor to offer a next day delivery service and only let the person know after chasing that the items were not in stock. If I had known sooner I could have ordered my shoes from a different supplier and had them in time. As it stands I won't have my shoes for the weekend. Won't shop here again.
Order number 258562
28 febbraio 2020
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Risposta di Hockey Factory Shop
Dear Beth,
Thank you for your review. First of all our apologies that you feel you had a bad experience shopping with us. I have investigated the communication between you and ourselves. You did email us after reading that our website is a catalogue and does not display live stock amounts. The reason we are able to do this is because we have a relationship with our suppliers where we can get most items in quite quickly. Saying that, we never deliberately oversell, we always aim to have goods in stock, unfortunately there will be times when popular items/sizes will sell out quicker than we anticipate.
I am sorry that you feel you had to chase us, however I can assure you that regardless we would have been in contact with you that same day anyway, especially as a next day order. As it was, I can see that we did respond to you within an hour of receiving your email.
The reason we take the time to find and offer alternatives is to try and get our customers goods without waiting, we continue this practice because we have found that our customers are happy and grateful that we have tried to find an alternative and tend to accept them. Regarding the shoe sizes, again our customers often accept sizes that are just half a size in difference. However, we fully understand that this may not be suitable for everyone.
Our policy is to have refunds processed in 48 hours and your refund was processed within this time scale.
We are sorry that this one experience means you feel you won't shop with us in future and proffer our apologies to you once again.
Kind regards
Amani
HFS
Good again
Good again, used before and would use again. Shipping service was even quicker this time. Stick feels well balanced and Powerful.
21 febbraio 2020
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Slow dispatch. Late delivery despite paying extra. Poor.
I ordered a new stick for my son late on Wednesday evening for a match on Saturday. I paid extra for next day delivery expecting dispatch on Thursday and delivery on Friday. Instead they dispatched it on Friday and it arrived on Saturday afternoon, missing the match. They have offered to refund only the difference between standard and express delivery. Not impressed. Won’t use them again unless I’m desperate.
9 febbraio 2020
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Risposta di Hockey Factory Shop
Dear Dr Nick Greenwood,
First of all I would like to start by apologising to you. All of our customers are important to us as is customer satisfaction. I have read your review and investigated what went wrong with your order. There is no excuse to give, just basic human error at work. This is why we did all we could to try to get your stick to you in time by upgrading your order to a Saturday delivery at no extra cost, we do apologise that it did not reach you before your sons game.
As far as your original postage costs go, as the error was ours, I have now personally refunded the remainder.
Once again, we proffer our sincere apologies to you and to your son for our omission and we hope your son enjoys the use of his new stick in further matches.
Kind regards
Amani
HFS
True Customer Service
True Customer Service, when the item I ordered wasn't in stock I was contacted an offered an upgraded item, then the carrier had mislaid the parcel and HFS sorted it out within the hour and had the replacement on its way.
28 gennaio 2020
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Risposta di Hockey Factory Shop
Hi Alistair,
Thank you for your kind words, our aim is always to provide a hassle free shopping experience with us, and the crux of that lies with our customer service approach. We are glad that our ethos is proving successful. We hope that the Dita Hockey Stick is being enjoyed.
Kind regards
Amani
HFS
Excellent customer service as always
Excellent customer service as always, and a great range of products at reasonable prices. Couldn't ask for more!
15 gennaio 2020
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Risposta di Hockey Factory Shop
Hello Kevin,
Many thanks for your review, we are glad you had a successful shopping experience when purchasing the Brabo Hockey Stick from us.
Kind regards
Amani
HFS
Fantastic customer service!
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 photos. Together we were able to deduce the right one for my needs. This coupled with excellent prices means that I will certainly be coming back to Hockey Factory Shop again.
15 gennaio 2020
Non scritta su invito
Risposta di Hockey Factory Shop
Hello Cynthia,
Thank you for your review, we always aim to do what we can to get the right product for our customers needs. I was happy to be of help to you and hope the bag is working out well.
Kind regards
Amani
HFS
No Stock - Even when it shows on website
Ordered a hockey stick that was shown on their website for next-day delivery. Nowhere did it say it was out of stock.
Received a call late in the day to say they were not able to ship.
I gave them some alternative models but again even though you were able to order them through their website they too were out of stock.
At this point customer service said that their website is just a catalouge and does not reflect stock - Very Poor.
14 gennaio 2020
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Risposta di Hockey Factory Shop
Hello Shaun,
I am very sorry that you feel you had a poor experience shopping with us.
We do aim to hold all of the items that are listed on our website in stock but from time to time, we do run out of some items, particularly those that are proving very popular. We have one of the biggest stock holdings of any online Hockey Equipment Retailer, but we have to be very predictive with our stock levels and occasionally we do get it wrong. However, we are constantly working to try and improve this, and your feedback has been taken on board.
We do have a website that is an online catalogue and as such stock levels do not get automatically updated. However, the vast majority of items we know we can get from our suppliers within a couple of days if not already in stock with ourselves and thus fulfill orders. Alternatively, if possible, we will always offer the closest possible alternative, often an upgrade at no extra cost. If there is a delay and the customer is happy to wait, we will always refund the difference between next day and standard shipping, but still send it on a next day when it does go out. It is never our intention to try and sell something that we cannot supply.
I apologise that the content of this reply is of a general nature, but without knowing who you are or any of your order details, I am unable to comment on your specific order. However, by all means, email our customer service team at shop@hockeyfactoryshop.co.uk with your order details if you would like this addressed further.
I apologise for the inconvenience that has been caused.
Kind Regards,
Amani
HFS
Excellent customer service.
Excellent customer service.
Ordered daughters Xmas present Hockey stick and unsure of some details.
Lovely lady went and got one from stores and got answers to all my questions and got the stick in that days post even though I’d miss the cut off for that day.
Would highly recommend this company. Quality service and excellent prices.
PS daughter loves her new stick!!!
10 gennaio 2020
Non scritta su invito
Risposta di Hockey Factory Shop
Hi Gary,
Thank you for your review, we appreciate your comments, I was happy to help. Really glad your daughter is enjoying her hockey stick.
Kind regards
Amani
HFS
Delighted!
When I ordered a hockey stick for my grandson's Christmas present my order was accepted but the next day I got an email to say the stick was out of stock with you and the supplier. I was, however offered another one, which was an upgrade, at the same price and was given free next day delivery as well. I couldn't fault my shopping experience and I have a very happy grandson!
9 gennaio 2020
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Risposta di Hockey Factory Shop
Hello Jo,
Thank you for your lovely review. We always aim to fulfill orders and are happy to help however we can to make that happen. I am really glad your grandson is happy with his new hockey stick!
Kind regards
Amani
HFS
Hockey Factory Shop couldn't cope with…
Hockey Factory Shop couldn't cope with the difference of billing and delivery address. I emailed them to state the difference as the website had no option to state different addresses. I then received an email saying the order was cancelled, then payment had gone through and it wouldn't be cancelled then another saying order was cancelled. I called 2 Jan 20 during the company's stated opening hours and received the message they were closed as someone had presumably forgotten to turn the answer-machine off. Have been let down by Hockey Factory Shop and will not use again.
2 gennaio 2020
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Risposta di Hockey Factory Shop
Hello Gary,
We are very sorry for the confusion. Our website does allow you to enter different shipping and billing addresses, in fact both have to be entered unless you tick the box that says 'ship to the same address'. However, there wasn't an issue in that your payment had come through fine and ultimately, the goods would get to you as the shipping address was where you wanted them to be delivered. Regarding the emails about cancellation, I believe my colleague emailed saying if you absolutely wanted your order details on our system to reflect two different addresses, then we could cancel the order and you could place a new one, this time entering the correct addresses.
Although we were back in on 2nd January 2020, we did not open up our phone lines that day, thus allowing us to focus on responding to all the emails received during our closure over the Christmas period and ensure that all orders placed during that period were processed in a timely manner.
In the end my colleague called you to explain that there really wasn't an issue with getting your order to you even though you had entered the same address for shipping and billing as the payment had come through and the goods were with him waiting to be sent out on your say so. You did then give the go ahead to send them out on the original order and as goodwill gesture we upgraded you to next day shipping at no extra cost, so you received the shoes the next day.
As there was no actual issue with your order, we were very disappointed to find that you'd left us this 1 star review and hoped you might consider amending it?
Kind regards
Amani
HFS
Really helpful
12 dicembre 2019
Non scritta su invito
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