I returned a brand new pair of hockey pants with the tags on that had only been tried on 1 time. Hockey Monkey sent them back to me and said they smelled and had stains with obvious signs of wear. They were stored in the original packaging and had 0 stains. They do not stand behind their 365 day return policy that they advertise. Will NOT be doing business with them ever again! Picture of the invisible stains. As for the smell, I guess it must smell like plastic. Whoever thinks these look used has never played hockey. Date of experience: September 5, 2021I recently purchased protective shirt from hockey monkey and received the wrong size. I have had zero success returning it for a refund. This company requires the purchaser to contact customer service to receive an authorization number to return a purchase item, yet attempts to contact customer service go nowhere, making it impossible to get authorization before the 30 day return limit. I have called them, emailed them, and contacted them through Facebook... with no response. Do yourself a favor and buy from a more trustworthy company. Date of experience: November 15, 2021Purchased new skates for almost $1000 for my husband Friday evening, paid the $45 2 day shipping; however when email was sent, saw the store was only 45 minutes away. I called to see if there was anything they could do because we are so close to the location where it was shipped and the CSR was straight up rude, did not want to help at all. Will never purchase from this site again. Pure hockey is about 30 minutes away, and they will order to the store and ship for free if we call, always great customer service, highly recommend shopping at PURE HOCKEY vs these clowns. (they also give you money back for buying from them) Products used:Hockey Skates Service Value Shipping Date of experience: June 19, 2023I ordered custom jerseys from this site 6 weeks away from a tournament and didn't receive them on time. The shipping was very expensive and very poor customer service and the fact you can't actually talk to someone made it worse. Not using hockey monkey or any monkey sports again. Date of experience: September 21, 2020Purchased new skates for my son. Had to have them re-sharpened at a different place after two uses. The guy sharpening them says the blades look a little strange so he had removed them and discovered the tops of both blades were all rusted. My son had skated in them twice and wiped the blades after each use. Took them back to Hockey Monkey to have them replace the rusted blades. The store manager in Allen, TX was rude and refused to replace the rusted blades while telling me that "You need to keep the blades dry." We had the skates for less than 10 days and dried the blades after each use. Fortunately CCM has a no questions asked return policy, so I returned them and got my money back. Rude treatment and trying to blame the customer from the manager no less = NEVER purchasing anything from Hockey Monkey again. I will pay more at other places where they treat customers better. Date of experience: July 26, 2020Once you place an order you cannot cancel it if you do it "after hours". There is no cancellation functionality on the site and they will process the order anyways and refuse to refund you the full shipping amount. Ridiculous since I was simply trying to add one more item and have them shipped together. I figured I could place a section shipment and cancel the first. Date of experience: January 3, 2022I ordered some skates and they required a signature for delivery. I was out of town at the time so they never got delivered. FedEx returned them to the sender and I can never get ahold of anyone. Their voice mail is full and the only email reply was "we'll refund when we get the package back". This has been going on for 4 weeks. Hockey is not cheap and they obviously don't care about returning customers. Never again! Products used:Skates and stick Service Value Shipping Returns Date of experience: May 5, 2021Don't buy from HM. They are scammers with the shipping. Promise two day and charge an extra $40 but then say that ground shipping would have been faster and then says too bad fella bc you the customer are the fool. Ok, you win HM Products used:Helmet Service Shipping Date of experience: January 26, 2024Received the stick 2 weeks late from Canada Post, had some trouble contacting a representative at Hockey Monkey. I did receive the stick in excellent condition and shipping was refunded. I was frustrated from lack of communication but I am willing to give Hockey Monkey another try for my next stick. Products used:Hockey stick Service Value Shipping Quality Date of experience: April 24, 2023Staff is very helpful! Have been shopping for over 20 years, I have bought hockey gear for my brother, and now for my nephew. The staff extremely helpful, they are now helping me as an adult female with my hockey gear, since I decided to take the "Adult Learn to Play" hockey workshop! They truly are helpful and they do not make me tell dumb, I highly recommend Hockey Monkey! Date of experience: March 20, 2023Here is the sad truth, more people write bad reviews after the sale than good ones, I wanted to be an exception to the rule. I bought a gift card off Hockey Monkey and didn't bother to create an account. Both me and my nephew couldn't find the transaction so I contacted their on-line support. Within seconds they resend the e-giftcard and made things all better. Yay for them. :) Tip for consumers:customer service is stellar Products used:gift cards Service Value Shipping Date of experience: February 22, 2021Horrible customer service and rudeness! I placed an order, had not been shipped asked if I could cancel and was told yes! But could not it changed to a rush! They failed to cancel and shipped it! Asked for a call back and got such attitude! Will never buy again! Products used:Nothing Service Value Shipping Returns Quality Date of experience: November 29, 2023Made a purchase and my credit card was charged. Was notified that my order was cancelled and that I would get a refund. It took 19 days to get a refund and several emails back and forth. They asked for my credit card again to redo the refund which I thought was really strange. I reported how strange this was to my credit card provider. My credit card was compromised one week later with unauthorized charges from weird places. I have already made a second complaint about this company to my credit card company, not sure if hockeymonkey was hacked or something but just really strange things going on. I will not purchase anything from them again. Products used:Product order was cancelled Date of experience: July 26, 2023I have tried contacting hockey monkey over the last 2 weeks over a BRAND NEW broken goalie helmet for my son. I have since had to purchase a new helmet AGAIN for him from another company. Absolutely nobody has tried to contact me back. Online - no service, phoning - no service, instagram business page - no service, email no service. Guess I should have read the reviews before ordering. Tip for consumers:If you have a problem with a product, don't expect to reach customer service Products used:Hockey helmet Service Value Shipping Returns Quality Date of experience: November 29, 2021The item said it was a LOOSE FITTING shirt. When we received it, the shirt was a tight fitting spandex shirt. When I contacted Customer Service to return the product, "Will" said he would waive the $10 return shipping fee since the description was incorrect. 10 days later I received my refund for $11.78 LESS than the price I paid. When I asked why I didn't get my full refund back, "Will" said they didn't make me pay for the return shipping, but I had to pay for shipping for it to arrive at my house. That is so messed up considering the shipping was FREE! I will make sure we never use their business again! Tip for consumers:They are dishonest about their return shipping fees. Service Value Shipping Returns Quality Date of experience: January 18, 2021As other reviewers have mentioned HockeyMonkey is fine as long as you're buying from them. They have generally good products and decent (though not exceptional) prices. Just hope you never have to deal with their "customer service" folks. Their return process is a joke. They mis-described a product on their website, took no responsibility for the obvious issue, then didn't cover return shipping and only provided a store credit. I haven't had an online shopping experience that bad since the early e-commerce days -- and 15 years ago companies had an excuse. HM doesn't -- take your business somewhere else. Date of experience: June 30, 2015Hockey monkey has the 35% black Friday deal going on, on all clearance items. I tried to order a new cage for my helmet, entered the code that THEY have listed on THEIR site, and tells me the code is invalid (even though it says in green letters just below the add to cart button that it's available for said discount). Called them, and they said it was and error to be listed, but no one has taken it off yet, or changed anything about it. Looked at their sales agreement, and no where on there says that items can be changed at any time. So basically piss off! Won't shop there again, and would suggest no one else take the chance! Have screen shots of everything too incase they try changing things after the chewing I gave.. Date of experience: November 25, 2016As noted in other reviews, customer service needs improvement. Cheap prices but just try and find out when your order will ship. I made a $500 order on Sunday and on Thursday it still didn't ship. I have 3 hockey players in my family & bought most of our stuff with the Bad Monkey with the same problem. No more business from this family. Date of experience: August 4, 2011I've bought from these guys many times now. Well worth it. Much cheaper than anything that we have available in Australia. Customer service is great - Sommer sorted all of my queries and added in my last minute extras. The only thing that annoys me about this site is the distribution restrictions on some brands but I'm not sure that it's so much a fault of hockeymonkey's but rather the actual brand owners. I had a custom jersey made (not the authentic one just the replica) and it turned out great. It's obviously got a different feel to it than the authentic ones but it's less than half of the price which is nice. Date of experience: November 21, 2011Absolutely the worst customer service. I was first on hold for 28 minutes to figure out where my package was seeing how it has been "processing" for 4 days now. Drew's excuse was they are under a system update to make things better... so I ask to cancel my order and his response was "we are not shutting down our warehouse to track down your item" also I can't give you an answer as to when you are getting your package... never will I be ordering from you again Date of experience: November 18, 2019Terrible customer service, a return process from the stone age and poor terms and conditions. Bought an item on sale, needed to return it, but was told since it was on sale they could only issue an in store credit. Customer service rep, who for his livelihood I will keep him nameless, was rude and only would repeatedly say "when you hit the submit order button, you are agreeing to our terms and conditions." Was a completely canned response, because I am sure others have complained about this. Plus you need to call to get a return number and follow their process to a T or risk getting no refund/store credit. Will never buy from again. Terrible terms and conditions, customer service and return process for an online merchant. Date of experience: December 27, 2018Horrible customer service and defective products. My sons sweatshirt came with a defect in the lettering and a hole. They will not exchange or refund. Told me they would give me 25% off another one, but that's all they could do. I left a message for a supervisor and never got s call back for over a week. Thanks Hockey Monkey for the awesome sweatshirt that my son is now stuck with, with a home in it! We'll be sure to tell everyone where we got it. Scammers! Date of experience: January 26, 2015Bought some hockey pants from the site and upon receipt the pants were flawed (front pad was defective... padding and shell were completely separated in one and coming apart in two others). Had to pay for the return (otherwise go through a complex return process)... and when I eventually got the refund, they did not reimburse my initial shipping since they said the products were in good shape. So, I'm out both shipping costs and got nothing. I feel bad for the people who ended up buying my returned product. Obviously the quality control at HockeyMonkey is not good. So... I will not buy anything from them again... and I will be telling everyone I know to never buy from them, too. STAY AWAY! Date of experience: August 12, 2015Prices are competitive and shipping is usually free if you spend over a certain amount, but if you need to make a return, you'll wish you had shopped somewhere else. You can't return items to your local Hockey Monkey store. Items must be shipped back to California at the customer's expense. And the store credit you receive for returns must be used online rather than in one of their retail stores. They don't take responsibility for items that are misrepresented on their website, they claim misrepresentations are the manufacturer's fault. Service Returns Date of experience: March 5, 2015Do not believe any promises HockeyMonkey makes unless you get them in writing. I bought several items to evaluate in my living room, with the express verbal promise that all would be returnable for refund. It's my fault for not noticing the 15% restocking fee, but they misrepresented some items' returnability. After I received my order, their Customer Service supervisor reversed her service rep's repeated prior assurance that a clearance item they substituted for my most expensive ordered item was returnable expressly because it was a substitution. My detailed notes on the time and content of that assurance phone call failed to persuade the supervisor to honor the rep's promise. I'm through with HockeyMonkey other than filing a charge dispute through VISA. The amount is not worth small claims court even though it ended up effectively tripling the cost of the items I kept. (The fact that Amazon does not use HockeyMonkey as a source should have been a red flag.) And, of course, the e-mail spam has started within hours. Bad Monkey. BAD Monkey! Date of experience: May 18, 2011