2 pairs of faulty Bauer MX3 skates. I was dealing with customer service manager Nick Webb. Nick is very much out of his element as a manager of any kind. He made mistake after mistake. Lied. He even told me that "I did not do everything I could have to resolve this matter". It's been over a month since I first ordered a pair of skates. I still don't have skates or a refund. I spoke with Dave the assistant sales manager, he told me "I just don't care about this as much as you do, when I leave work tonight I'm not going to think about it again". I would highly recommend you buy from anywhere else. Date of experience: October 28, 2014It's been one hell of a process to get ice skates. It's now took 4, that's right! 4 try's for total hockey to order my skates. As of right now I still don't have them and now may miss sign ups. Thanks total hockey. Date of experience: March 30, 2016We received some shirts as a gift and my son wanted to return them as they were too small and exchange them for a lacrosse shaft. Not only can't you do that on line and you have to call but they don't do exchanges. You have to mail the items back and write on the order that you want a gift card and then they send you the gift card and you have to go online and use it to order what you want. They says that it is easier this way. Easier for them but not for their customers. If you want to sell on line, learn from Zappos. Date of experience: June 16, 2014I needed to return a second item to total hockey but the website wouldn't allow. I contacted customer service and Jeff sent me a return label just as soon as we hung up. SCORE! Date of experience: November 21, 2015