Hockey Factory Shop Arvostelua 

Vastaus yritykseltä Hockey Factory Shop

Päivitetty 3.7.2024

Hello,

Unfortunately we don't know who you are. Your name does not bring up any orders with us.

Please can you provide your order number so that we may investigate this for you.

EDIT:

Hello Povilas,

After further investigation we have now located your order placed with us 28.06.2023.

We have also perused the emails you sent us on 24.03.2024, 9 months after purchase, regarding your Adidas hockey stick which you believe to be faulty.

Hockey sticks generally have 3 - 6 month warranty because of the nature of their purpose. This is not just with Adidas sticks. Please see quote from Grays:

"Generally speaking, goods that have seen regular significant use over a season or that are more than 6 months old are usually considered to be outside of the warranty period.

Specialist items designed for short-term high-performance use may have significantly reduced periods available for consideration of fault claims."

You can read further below:
https://help.grays-hockey.com/hc/en-gb/articles/360014188580--Do-I-have-a-warranty-period

Whilst we have explained to you why the damage to your stick is not a fault, but is consistent with reverse edge hitting, we have said we would happily facilitate by taking it up with the supplier on your behalf, despite being out of the warranty period.

In order to do so, we have asked for specific images of the stick. These images are required by the supplier before they will even look at the issue. This is not a requirement from us. However, you have failed to provide them or any further correspondence since. Without the images, the supplier will not register the claim.

Your review is harmful and unwarranted as we have not refused to help you. You chose not to communicate with us further or provide the necessary information required for us to proceed with this on your behalf.

We would still be happy to receive the requested images from you and pursue your claim with the supplier, if you wish to send them to us.

Kind regards
HFS

Vastaus yritykseltä Hockey Factory Shop

3.7.2024

Hello Shaun,

First of all, apologies for the delay in responding.

Whilst our phone lines closed at 2:00pm, we are open until 5:30pm and still respond to emails.

We have investigated your emails. You emailed us on 05.01.2024 at 2:10pm with a question, then emailed us the same again at 2:12pm, two minutes later. Then a 3rd email at 2:15pm.

We do need more than 2 minutes to respond to emails and whilst we aim to respond within 24 hours, being out of season, we usually respond a lot quicker. We did indeed reply to you at 2:42pm, so within the hour.

With regards to the issue you were having regarding changing the shoes for a different size, after checking the emails and responses, we do feel you could have been assisted better and for this we apologise.

The customer service team have been spoken with, using your situation as an example and how it could have been handled differently and better with a happier outcome.

Once again, please accept our apologies.

Kind regards
HFS

Vastaus yritykseltä Hockey Factory Shop

2.11.2023

Hello Bethany,

Thank you for such a great review. We really appreciate your comments, it is a great morale boost for the team here.

Thanks again.
HFS

Vastaus yritykseltä Hockey Factory Shop

21.9.2023

Hello Sarah,
We are sorry the exchange process was difficult for you.
We have had a chance to investigate your conversation thread with our customer service team.
From what can be seen, all your queries were responded to and in a timely manner.
You were informed that the size you wanted to exchange for were sold out, this saved a lot of time as you were able to get information regarding available stock for alternative shoes. Had all this been done after you sent the shoes back, the process would have been prolonged.
Also, to further reduce the time for an exchange, which has a process to follow, you were advised to place a new order for the shoes and return the other ones for a refund.
From what I can see, our CS team were trying to assist you and get you the right shoes without it taking too long for you. They had nothing to gain from this advice, they were simply trying to help.
If you have a specific issue regarding your exchange process, then please feel free to email our CS team and the email will get passed on and we will be happy to investigate further.

Kind regards
HFS

Vastaus yritykseltä Hockey Factory Shop

24.11.2022

Hello Lee,

Thank you very much for your review, it is very much appreciated. We strive to provide the best possible customer experience we can and we are glad to hear we achieved that for you.

Kind regards
HFS

Vastaus yritykseltä Hockey Factory Shop

6.12.2021

In reply to your review, naturally we are upset that you feel this way. The delivery page on our website clearly states under the header of international shipping the following:

"A default shipping charge will be added for non-UK mainland orders. This cost will then be amended in accordance with the size, weight, value and destination of the order. If the amended shipping cost is the same or lower, your order will be processed as normal. If the amended shipping cost is higher, you will be contacted before we proceed with your order."

This is exactly what happened. Once we had the shipping cost from the courier, we contacted you before proceeding further, we do not ever just charge the extra shipping without getting customer consent first. We do not charge more shipping than its costs us, we do not profit from any shipping costs. Shipping costs have risen considerably recently, this is beyond our control and we have tried to eat up as much of those costs as we can, but unfortunately we cannot prevent all shipping costs for the customer.

The language you stated we used is completely false, we would never use such language with our customers.

With regards to your refund, you would have been refunded regardless of how you paid, filing a dispute was never necessary. In the end the refund was processed that way because there was an open case, but it was us who immediately facilitated the refund and instructed PayPal to process the full refund as soon as you made it clear that was how you wanted to proceed as you know from the conversation thread within PayPal between yourself and us.

Once again we are sorry you feel the way you do regarding the shipping cost, especially as it is out of our control.

Vastaus yritykseltä Hockey Factory Shop

1.7.2021

Hello Marek,

First of all, please accept our apologies for the delay and inconvenience caused to you. I believe our customer service team are already looking into this matter and are directly in contact with you. Upon investigation, it appears that the couriers, once taking receipt of the parcels from us, mis-injected them into the wrong hub. So, we did ship the parcel at the time when you received the confirmation of shipping, it was after that with the couriers that it became delayed due to their error. We would very much like to get the matter resolved for you and our customer service team will have been in touch regarding sending out replacement products at our cost or offering a full refund. Please respond to them and let us know how you would like to proceed so that we may resolve the matter quickly for you.
Once again, please accept our sincerest apologies.

Kind regards
HFS

Vastaus yritykseltä Hockey Factory Shop

12.4.2021

Dear RB,

At this point we don’t know who you are and thus we cannot relate this issue to any particular order or contact with customer service. We have requested further information from you via your Trustpilot review, to no avail.

We write the descriptions for products based on supplier/brand supplied data. If we/the supplier had made a mistake, we would always rectify this for the customer with an exchange/refund where applicable and review the product description, if required, to ensure the information is corrected.

We are keen to work to resolve the issue for you if you would like to contact our Customer Service team, we have investigated and cannot find any contact from anyone regarding any Osaka bags.

We look forward to hearing from you.

Kind regards
HFS