Hockeydirect Reviews 113

Awful. Ordered a hickey stick that never arrived. Contacted them after 2 weeks for them to advise if would be dispatched within 48hrs - again never happened. Cancelled order and requested refund,told 5/7 days. After day 7 I contacted again as no refund. ‘Checked with accounts’ and refund hadn’t been processed have now been told 2/3 days. No apology or reply following request to raise a formal complaint. Not holding out hope!!!Avoid at all costs!

I bought a set of hockey shin pads. They arrived and had clearly been used by someone else already. I contacted Hockey Direct to arrange a return/refund. They then spent the following 3 weeks fobbing me off with T&Cs and completely ignoring their legal obligations.

I'd advise avoiding this company, any of it's sister companies and subsidiaries.

Only giving 1 star as no option to put 0!

I placed an order on 30th January for a stick and bag for for my son's 10th birthday. I contacted them a few days later on 2nd Feb to see roughly how long they were expecting delivery to take as he had been selected to take place in a tournament on the 8th Feb. They advised me that the stick I had ordered was currently out of stock but we're expecting to hear from their warehouse with 24/48 hours. Slight alarm bells as no mention of stock issues on the website and that size and model of stick was still available to order, however it wasn't the end of the world for us as we didn't actually need it until 18th Feb. On the 10th I messaged them again as there had been no update on the order to see if the stick was still out of stock and whether there were any alternatives available as I needed this for my son's birthday. They replied immediately just stating I would have it by the 18th. On the 16th I messaged again, slightly frustrated by now saying based on previous communication I assumed it would be arriving tomorrow (17th)? They replied on 17th saying this had not been sent and they would send me a refund. I replied to this stating I was disappointed but ok and could they please process the refund promptly as I would need to purchase new stick and bag for his birthday and I was £52 out of pocket. I received a reply to this stating they would process promptly. 10 days later on 27th I still hadn't heard anything so contacted again, they assured me they would look in to this. I finally received an email on 4th March stating my order had been cancelled and finally received the refund on 6th March. 5 weeks after placing an order they knew they could not fulfil and being told false promises on several occasions. What is even more concerning is those same items are still for sale on their website. I have no idea if they ever intended to fulfill my order and I appreciate £52 isn't a huge amount of money but to have a customer explaining it's needed for a child's birthday and still lie is, quite frankly, a disgusting way to run a business. Avoid at all costs.

Very poor experience with HockeyDirect.com

At checkout, I was charged €61.95 for shipping and €0.00 in taxes, which clearly suggested that delivery costs were covered. At no point was there a clear or unavoidable warning that I would later be charged an additional €57.25 in mandatory import fees by UPS when the parcel arrived in Spain.

After contacting customer service, I was given an explanation that was factually incorrect (referring to 20% VAT, when VAT in Spain is 21%, which would amount to approximately €22, not €57). The remaining amount clearly corresponds to import brokerage and handling fees, which were never transparently disclosed at checkout.

The only options offered were:

Pay the unexpected charges, or

Refuse the delivery and lose shipping and return costs.

No goodwill, no partial refund, and no flexibility were offered; all responses were limited to references to their stated policies.

In the end, I had to accept the order out of necessity, not agreement, paying over €223 for a €104 product. This experience highlights poor cost transparency and misleading pricing practices for international customers.

I will not purchase from HockeyDirect again and strongly advise overseas buyers to be extremely cautious.

Appalling avoid, ordered for Christmas in November still waiting 3 weeks later. Customer service says we'll check warehouse, will be despatched today ! every time we call and no "despatched" email. Go somewhere else

So far not great, I ordered a mouth guard which cost £6.95 with £3.95 shipping, I did not pay attention to the total amount when clicking Apple Pay. I was charged £14.99 for delivery of a mouth guard! Which is ludicrous! I have emailed twice asking to cancel the order and get a refund no response…

Terrible company. Ordered 2 pairs of Astros - the first pair were too small so returned them immediately and have waiting ages for a refund. The second pair failed to arrive after an 11 day wait, after contacting customer services they told me they were out of stock but had kept my money this whole time. Now planning a refund so who knows how long that will take. Currently almost 2 weeks after ordering and they have my money for both pairs of trainers. Customer service were not interested in any sort of compensation for their lack of contact. Avoid.

They say that they have the items in stock, take the money from your account then tell you 4 days after that they don't have the items in stock. The communication from customer services is really poor. I would avoid using them.

The bag I received is lovely. But, I will never order from Hockey Direct again as I paid 50% more due to the customs, taxes and UPS fee (Europe delivery). (Bag was €80, but the fee I had to pay on delivery was another €40!!!). They do mention in the 'shipping' section that the order may be subject to Customs Tax / Import Tax. However, there should be an additional notice when you actually pay for the item, or at the very least a warning. Paying 50% on the price of the bag on top is just ridiculous - be more transparent Hockey Direct! Oh and the tone of the customer service email was pretty disrespectful. They know they have you over a barrel and won't help at all - smug in their tone and I didn't appreciate that. I couldn't even return the item without paying even more than the customs and taxes, so basically had to eat the additional 50%. They don't care one bit. I will never order from the again that's for sure!

I was unsure about ordering from Hockey Direct given the reviews but I’ve had great service. The gloves I ordered turned out to be too small for me and when I contacted hockey direct to return they were very quick to respond and very helpful. I returned the items (which did cost me but I hadn’t previously checked this on their website) and requested an exchange. They did not have the larger size in stock but emailed me straight away to let me know and I received a full refund within a few days.
I’ve only given 4 stars not 5 because it cost me to return.

Ordered pair of hockey shoes-emailed requesting an exchange for a smaller size. Confirmed they had the size in stock. Confirmed that they had been returned but heard nothing from them.. had to chased them. No size available.. requested refund! 4.5 weeks from original purchase still waiting for a refund!

I really want to warn people not to purchase from the site. Unfortunately I hadn’t read the reviews prior to ordering. I paid extra for next day delivery as the items were a gift. It’s now been 8 days and I don’t have the items and just keep being told they are “looking into it”

Had to chase for my order then received a condescending reply about how the delivery time was stated on the website against the item. More days passed beyond the stated timescale per website but still no delivery. Cancelled order over the phone. Never use again.

I read the reviews when I hadn't had any despatch information by the day after my order (which these days is quite unusual, but perhaps an unrealistic expectation for smaller businesses). I then had the Royal Mail email late in the day which was quite a relief given the experiences I had read about here. The shoes came on tracked 48hr delivery, so I can't fault the timescales of the courier service used. Cost wise HD were very competitive, so no issues there. Given that I had a good experience, and have not had to return them for anything wrong as yet (I'll update if I do) I think it's only fair to give them a good review.

Ordered a collection of shoes (without checking the Trustpilot score) with the intention of keeping one and returning the rest.

After reading the reviews here I was a little nervous, but I had an excellent experience.

Delivery was prompt, and complete.

Returns were simple and quick (although I had to pay for postage). The returns address is slightly different than the main office and since there was no dispatch note I had to write a short note with details of my order.

Very happy with the products, the price I paid for them, and the returns process.

I would give this zero stars if I could, they have messed me around so. Much I’m genuinely so angry, I’ve never been treated worse by a company and I’ve had to contact them constantly and I’ve been waiting over 2 weeks and still haven’t received my order. Its the worst never order here unless you want the biggest stress of your life

So slow getting a refund for trainers that were the wrong size. Even hand delivered them back to their warehouse and am still waiting 10 days later. They have the shoes back, they’ve acknowledged a refund by email yet I’m still waiting.

So far good - and a free ball thrown in!

Brought a hockey stick and relaxed upon arrival it was not the right item for my son. Returned it exactly as received and the company refuse to refund me as there are marks on the stick. Most likely caused by their inferior packaging.

Ended up getting a refund via my credit card.

Terrible company, I will not use Hockey Direct or its affiliated companies (Cricket Direct, Golf Direct) again.

I ordered a hockey glove and the stitching came undone after only being used twice. It was clearly a manufacturing defect, however the customer service was slow and not very helpful. I received a refund after pestering, however they refused to refund the extortionate amount of postage I paid telling me I was out of the 14 day deadline. Really poor on their behalf and I will not be ordering from them again.