Don'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 ShippingHorrible 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 QualityPurchased 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 ShippingBuy hockey gear from another website, such as Pure Hockey or others. Hockeymonkey is engaged in fraud and wouldn't accept back a perfectly unused pair of skates because they didn't want to lose money. They told Chase (my credit card company) that I had "already sharpened the skates", but THESE WERE ROLLER HOCKEY SKATES. This place is AWFUL. Their customer service phone number goes to a black hole. Everything about this place is set up to scam customers. DO NOT USE! Tip for consumers:AVOID AT ALL COSTS Service Value Shipping Returns QualityI 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.Once 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.Made 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 cancelledI 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.Received 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 QualityI 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 ReturnsStaff 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!I 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 QualityI NEVER review companies or products, this circumstance was just that... bad! Delivery was FAST - as always Part of a $350 order - everything arrived fine Monkey Customer Service was easy to reach, yet, gets low marks. The product was the wrong size / the size chart was wrong... no "close" about it - this is a MATERIAL mistake and error in advertising the product. Monkey Sports would not exchange, or return. More important, Monkey service did not call back as promised. And Monkey sports would not take the issue to Bauer Service for remediation. So, the customer is at a complete loss. And that is fine. I am not trying to "fix" Monkey sports, or, make them better, I would advise others of this defect in service and poor customer experience - to consider all options when making purchase decisions. Clearly, HM is not interested in doing much more then collecting $s' and Marketing. Would love to know why they protect internal supply chain from customer feedback - I would fault Monkey management for not being engaged or empowered to improve the customer experience. In fact, the size chart is WRONG - given, this is a BAUER size chart, and HM would think they are exonerated based on publishing a supplier guideline on fit; yet, that is not good enough. My kid is a very lean, just turned 8yrs old- at 49" tall, and a 23" waist. Small for his age. I ordered a small [7-8yr old] / 23.5-24.5" waist for my son. The next size up is 10-12 medium@ 24.5-25.5" waist and a "TEEN" cup! OK, well, the small is so tight to his waist - its not workable. Strings fully un-tied, you can't get a finger width between. Either its a manufacturing defect, misrepresentation, or, otherwise - Bottom line, Monkey will not take it back in exchange [with full tags on], they are not willing to take it up with Bauer to evaluate the size guideline. So, buyer be ware - Misrepresentation exists in the guide of this product, it needs to be resolved, I am out $50. And Monkey did not step in to provide any assistance. Suggest going to a local sore, or, buy from several on-line retailers that allow full returns for all items purchased, and are more willing to utilize supply chain to assist with positive customer experiences. UPDATE: HM did reach out... 2 wks after the circumstance, and offered to return the item. It is not clear if HM is monitoring social media, etc... or, if this was a VERY delayed QA type response to the conversations with customer service. In any case, it is worth noting that HM did refund the total amount of the item purchased. Just the same, it was a poor customer experience. Tip for consumers:Don't buy if you have any concern with FIT, Product, Choice, etc. Bottom line, don't do business with Monkey Sports if you even think you might need to return something. They are really BAD. Service Value Shipping Returns QualityThe 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 QualityAbsolutely 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 againMy son placed an order which they failed to deliver. A cancelation and refund was requested which was not acknowledged. I have had to pursue a refund via Visa fraud since there is no customer service. Avoid this company if you value your money, buy local (as my son had to do) or from a trustworthy company. I sincerely hope the Quebec operations/franchise cease business.I 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.No reason to do business with these guys with other competitors offering much better service, shipping, and return policy. The customer service here is the absolute worst. Tip for consumers:Don't Service Value Shipping Returns QualityHere 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 ShippingI can't believe how bad the customer service is?!?! I purchase an item and was sent the wrong item. I have tried multiple times through multiple avenues to get a hold of someone to help me. No luck at all. Really terrible - all I wanted is what I ordered. I can't even return it because no one will respond to my email, live chat or phone call so I can get the RMA number you require to return something. Honestly the WORST online experience with a company ever! As a hockey mom, you can rest assured that I will spread the word about my experience to others that may have considered buying from hockey monkey.I won one of their customer contests for submitting a review of one of their products. They never delivered the prize. I complained to the BBB and they ignored the complaint. Don't trust this organization. Pure Hockey will be my new place to get all my hockey equipment as well as my friends and family.Today I made an online order. By mistake (I don't know if it was my mistake or site mistake) I ordered two gloves instead of gloves and elbows. When I saw the mistake and contacted the store (in about 1 hour after purchase) they said that they can't do anything with that. And if I don't need the second pair of gloves, but need elbows, I'll need to pay for gloves return and pay for elbows shipping. I don't thinks it's great customer service and return policy. Especially in such situation.My son broke his hockey stick at the beginning of a hockey tournament Friday. I ordered 2 sticks Friday night and paid 50$ for overnight shipping. No stick Saturday, Sunday or Monday. I was hold with customer service for an hour before I hung up. I contacted them with live chat and they said that it shipped out Monday and would arrive Tuesday and there was nothing they could do about shipping costs. They claim because it was midnight central time (who knows what time they are on) that I actually ordered it Saturday. They do not do overnight shipping on the weekends. I requested interaction with a manager and they refused. I tried calling back and they blocked my phone number so I had to use my sons phone. Will never do business with them again. Without the customer, customer service does not have a job.Terrible customer service. I would not order anything more than tape from them.I ordered two hockey sticks for my son on 7/28 always get recording says they are closed sent two emails it is 8/8 and no response. Not happy