HockeyMonkeyReviews 103

I 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.

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.

Placed an order of various items for my two kids at 10pm. Called around 9am the next day to modify the colors of some items. I was told that I needed to place a new order. I asked if I could cancel the order, and was told that the company receives 1,000's of orders per day and could not accommodate me. The representative also stated that my order had been pulled for shipping, yet FIVE weeks later I am still waiting for some parts of the order. Oh, and it won't pay for shipping the items back, which cost me $105. STAY AWAY

I ordered a 300 stick last Monday Dec 9th 2019. Tried calling several times yesterday due to no tracking number given or delivery. Sat in line on hold to talk to someone for an hour never got anyone. Called again this am and basically got nowhere. Just we will give you an update when we have an answer? This is unacceptable. Not only should it have been here by now it hasn't even shipped! I want to cancel my order since hasn't shipped and they said no because they are not sure it hasn't shipped? Again no tracking number its went out! One guy ( drew) said I can Cancel and the other online ( jordan) said no I cant. If an item is late and still hasn't been shipped & arrived by the time frame give me my money back! So they are holding my money and not delivering my item on time or are unsure even when ill get it! DO NOT BUY ANYTHING! You will get zero customer service or support. My suggestion was to get that item out on a 2 day ship asap... no response... crickets... Seriously 300.000 isnt enough money spent to get some support or correct your mistake on not shipping the item yet?

Long story, short.
Bought a stick, received wrong one.
Figured I'd return item, get correct one sent, and go along my merry way.
Whoa! Was I ever wrong.
I must've spent cumulatively 10+ hours on hold in their telephone system to be hung up on repeatedly.
When I finally heard a human voice... it was the infamous "DREW". I have a suspicion that this whole 'company' is a one-man operation.
Without getting into specific details, Drew told me several bold faced lies, was evasive in answering questions, and came across very arrogant.
The required hassle, time-wise & monetary cost, to return the item makes it nowhere near worth it. And I guess at the end of the day it is only a $100 lesson learned to NEVER buy from HockeyMonkey.ca ever again.

This whole ordeal was very disappointing as I have bought from their sister site LacrosseMonkey.com many times, and they are AWESOME!

They sent me a email saying I was a loyal customer and I would be able to access black Friday sales early. So I ordered a pair at 400 dollar skates which I thought was the black Friday price. Once I recieved the skates the black Friday sale came out and they were 306 dollars on the actaul black Friday sale. I called and spoke to several customer service reps who basically told me I was screwed and there was nothing they were willing to do to fix this issue. Even though I'm a loyal customer right? There only resolution was for me to ship them the skates back at my expense and re order which wouldnt even work cause they were sold out of my size at this point and would not hold these skates to send back to me. Also I was told the managers were not willing to talk to me when I requested to speak to one. Worst customer service I have ever recieved. Will be taking my business some where else and I recommend you do the same. Also Drew was the person I delt with and he was rude and has zero customer service skills. Also he lied and said a manager wasnt in the office to talk to me in the begging of the conversation which was a lie cause later he admitted they were there but they refused to talk to me. At this point I'm returning the skates and they would rather loose the sale then offer me the discount I should have recieved. Horrible experience

Absolutely 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

Brian and Johnny were the best! They helped our son pick out a stick and fit him properly for skates. No pressure on either purchase. It was our intention to buy a stick. The Skates were something we were just thinking about. Johnny asked if we needed assistance. So he properly fit him by checking his true skate size and due to wide width our son tried on new skates. We were so happy we ended up buying them. Thank you guys.
The rest of the staff is very friendly to (the ones we spoke with anyhow)

I used to have success with Hockey Monkey in the past but most recently I ordered two sticks, its been almost two weeks now and nobody answers the customer service number no matter what time of day I call. There is a recording saying they are closed and to call during business hours which I have repleatedly done. I have also sent numerous emails with no response, getting ready to contact my credit card and disput the charge. Its not worth maybe saving 10-30 bucks, go to your local hockey shop so you dont have to deal with this headache.