HockeyDirect Reviews

Name: HockeyDirect
Address: 5 Metro Centre, Ronsons Way, St Albans, Hertfordshire
Rating: 3.33

3.3 Rating 21 Reviews

52 %

of reviewers recommend HockeyDirect

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01727 736964

Email:

admin@hockeydirect.com

Location:

5 Metro Centre,
Ronsons Way,
St Albans
Hertfordshire
al4 9qt

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor experience with HockeyDirect. 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.”

Helpful Report

Posted 1 month ago

“If I could give 0 stars I would. Ordered a hockey stick back in October. I had to send it back as it was faulty. They then sent me another replacement stick which I also had to send back due to the same fault. (Rattling after one use) I asked for a refund for this as I wanted to go elsewhere however since this whole ordeal had taken longer than 14 days or whatever it is in their T’s and C’s they were not able to give me a refund but instead a voucher for the price of the order. Not the best customer service here but we move. I then placed an order using the voucher. I did not receive any update once placing the order for 13 days. When I did an email it was to tell me an item I ordered was miraculously out of stock… Great, I then asked for a refund for the bag at this point over 3 months later I was just fed up. I rang up and spoke to the only lady who picks the phone up.( if you ask to speak to a manager or anyone else, they just say there is nobody else there…) I asked for the money of the bag back instead of a replacement and asked for it to go back to my debit card. To which the lady on the phone said “yes no problem, why would it go to the voucher?” Without wanting to explain myself another time (there have been multiple phone calls at this point) I just thought, brilliant that’s that then. Roll on a week later, still no refund and I have had to spend a 20 minute phone call with the same lady telling me it’s not possible for a refund to my card. 3 months of my life wasted. I will never order from Hockey Direct again. Take your T’s and C’s and do one. Sincerely, One very annoyed customer.”

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Posted 1 year ago

“The worst experience I have ever had from online shopping. Awful customer service. Have asked numerous times to instigate a complaint and for the matter to be escalated to a supervisor however I am continually ignored and informed “they are not working today”. Nothing heard about my order for 6 days so I contacted HockeyDirect on 05.05.24. I was told the hockey bag was out of stock so I asked for remaining items to be sent - stick and shin pads. By 0950 hours on 08.05.24 after a phone call I was told the items had still not been sent so I cancelled the entire order. I was assured this had been done. I did not receive confirmation of the cancellation so requested this by email at 1054 hours the same day. The following afternoon I received an email from HockeyDirect stating the order had been dispatched and could not be cancelled. From checking the tracking information I learned the order had been dispatched after cancellation. From that time until 29.05.24 I experienced shambolic customer service, and received aggressive and condescending text in emails. This was a series of errors on the part of HockeyDirect however I was the one having to rectify and return items. I have eventually received a refund one month later. I will never buy from HockeyDirect again and implore others to AVOID AT ALL COSTS!!!!”

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Posted 1 year ago

“I have not received my order or any updates on it despite emailing.”

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Posted 2 years ago

“Product as described but delivery was slow compared to others, item was wrong size so returned via returns process which was prompt. However I am still awaiting refund nearly a month after return and return was only acknowledged when I chased. Refund was sad to be around 5 days, that was 9 days ago. Will probably not use hockey direct or sister companies again.”

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Posted 2 years ago

“The order didn’t arrive and I was promised a refund. Still waiting 4 days on for it to be processed.”

Helpful Report

Posted 2 years ago

HockeyDirect is rated 3.3 based on 21 reviews