Issues with online retailers.

[tide94 0]

Has anyone had problems with HockeyMonkey before? I ordered the rest of my equipment 3 days ago, and they still havent shipped out my equipment. It is really aggravating.

[#44wannabe 4]

Has anyone had problems with HockeyMonkey before? I ordered the rest of my equipment 3 days ago, and they still havent shipped out my equipment. It is really aggravating.

Took them 9 days to tell me they couldnt ship easton skates to the UK. I went with Perani's who, i have to say, have had EXCELLENT customer service.

[givengo 0]

I spent 300 bucks on hockey monkey a week ago today. On monday i get a call saying that the shoulder pads I ordered were out of stock. I asked why if I ordered on thursday at 2 om CST am i just getting a call monday at 6pm. Their answer was they have 24-48 hours for handling time.

[tide94 0]

Thanks, if they dont ship it soon im going to ask for some sort of compensation.

[wrangler 157]

I ordered some clearance pants. As I recall, the website says somewhere that web info on clearance item availability may not be accurate. It took them close to a week to let me know they couldn't supply what I ordered, even though they had sent an email quickly acknowledging the order, with a shipping date. My phone calls in the interim elicited the response that it hadn't shipped yet, and advice to check back later.

[tide94 0]

I ordered one75 shin guards, hockey bag, 2 tacki macs, tape, socks, and a hockey bag. The shin guards are my main concern.

[xrickyb86x 1]

I always hear stuff like this about HM but I've dealt with order problems with Hockey Giant and Perani's and they've been awesomely helpful. I was credited my shipping cost from HG for them shipping to wrong address and Perani's got back to me in about 5 minutes to discuss a mis-shipped item.

My buddy ordered one of those clearance Reebok 6k helmets from HM and was not happy with the condition it came in. I told him to call and get some justice but he figured it was just a helmet and would get f'd up anyway.

[bostonjuniorblackhawks 1]

hm is the worst when it comes to customer service. I found Perani's easy to work with

[t6lock 24]

With hockeymonkey, ordered a pair of one95's but the color I ordered was out of stock, so they offered me some x60's for $20 off instead which I thought was a pretty nice gesture and bought. I hear a lot of problems happen mostly with returns.

[tide94 0]

Just talked to them, we'll see how it goes...

[JTully317 11]

Never had trouble with hockeymonkey (two orders). I feel the best online retailer is TotalHockey almost always order from them if I buy online.

[wrangler 157]

I've been very happy with IW, and their discount program.

[sharks25 9]

I never had a problem with IW, and they ship very quickly. They are unrivaled as far as returns also, IMO.

[Chadd 916]

hm is the worst when it comes to customer service. I found Perani's easy to work with

Many, many years ago the guy that answered my call at Peranis went out of his way to gather all of the Steve Sullivan Responses from the various shops in one location, then called me back to see how many I wanted. He ended up telling me that he wasn't comfortable selling one because of some visual defects. Not sure if it was true, or he just wanted one for himself. Either way, that was the best experience I ever had with any online hockey shop and better than many brick and mortar shops as well.

[lampliter87 8]

I've been very happy with IW, and their discount program.

I wasn't aware they did one.

[twolinepass 0]

I ordered a pair of clearance gloves in Montreal colors and received Canucks colors and was not allowed to return them because they were on clearance.

[goblue9280 33]

I do just about all of my hockey shopping online for myself and two kids, as there is little to no options in the Houston area. I've tried everybody and pretty much exclusively order from Ice Warehouse (IW) now. They always ship quickly (often same day)... have free shipping over $99 and a 10% membership for buying a $10 shirt. I've also had good experiences with Hockey Monkey. Only complaint on HM was the shipping time... always takes them DAYS to ship... so often it takes 7-10 days to get your order. When they've been out of something, they have called me within a day and offered substitutes, so I never had an issue with their customer service department. Hockey Giant was also fine to deal with... but also a bit slow shipping.

The one time I ordered from Total Hockey was a complete mess. They didn't have the bag I ordered, so instead of calling me to switch it for another, they simply emailed me 2 days later after the rest of the order shipped. The email gave directions for emailing them back in order to substitute... which I did... but they never responded. A couple more days and I finally got a phone number, called them with a substitute picked out... after playing phone/email tag for a couple of days with one of their customer service reps, had everything ready to go when they hit me with another $9 S&H charge... jump through some more hoops and got them to waive that eventually. Get everything ordered... wait for my shipping email... a couple days later and I get another out of stock email for the substitute bag. Both bags were shown to be in stock on their website. Finally was able to cancel everything and vowed to never order from them again. It was a complete joke. Since then I've placed at least a half dozen orders from IW and couldn't be happier.

[tide94 0]

Thanks guys! I'm going to see how HM goes, and if they screw up im going to order from perani's or IW!

[nicholus.h 0]

I do just about all of my hockey shopping online for myself and two kids, as there is little to no options in the Houston area. I've tried everybody and pretty much exclusively order from Ice Warehouse (IW) now. They always ship quickly (often same day)... have free shipping over $99 and a 10% membership for buying a $10 shirt. I've also had good experiences with Hockey Monkey. Only complaint on HM was the shipping time... always takes them DAYS to ship... so often it takes 7-10 days to get your order. When they've been out of something, they have called me within a day and offered substitutes, so I never had an issue with their customer service department. Hockey Giant was also fine to deal with... but also a bit slow shipping.

The one time I ordered from Total Hockey was a complete mess. They didn't have the bag I ordered, so instead of calling me to switch it for another, they simply emailed me 2 days later after the rest of the order shipped. The email gave directions for emailing them back in order to substitute... which I did... but they never responded. A couple more days and I finally got a phone number, called them with a substitute picked out... after playing phone/email tag for a couple of days with one of their customer service reps, had everything ready to go when they hit me with another $9 S&H charge... jump through some more hoops and got them to waive that eventually. Get everything ordered... wait for my shipping email... a couple days later and I get another out of stock email for the substitute bag. Both bags were shown to be in stock on their website. Finally was able to cancel everything and vowed to never order from them again. It was a complete joke. Since then I've placed at least a half dozen orders from IW and couldn't be happier.

I've place one order with Total Hockey. I ordered shins, elbows, and some other stuff. I placed the order, then two days later I got an e-mail saying that they didn't have the elbows in the size I wanted. I checked the website, and it says they have them. I figure it's just a warehouse thing and it'll eventually get updated on the website. Two days later, still have them as available. So I call to see if they have any so they can send them to me, and they say they don't have them. Okay, fine whatever.

I get my order in the mail and they sent me the wrong shin pads. Tired of this crap. Just return the shinguards. The rest of the stuff (mouthguard case, some skate lace or something) I keep. It wasn't a complete wash, I got free shipping and 20% or something on that. No shinguards or elbow pads, though. Shame. Probably just an isolated case or something, but whatever. That's all it takes.

I think I've ordered from almost all the other retailers, and I haven't had any problems with them. Processing and shipping seemed pretty consistent. Hockey Monkey's non-live inventory was kind of annoying, but I got a call the next business day about it.

[CaptainFantastik 0]

Several months ago I placed a big order with HM and it took them 4 days to call and tell me one of the products in my order was backordered. Was a little upset. But other times they've shipped the next business day. You get what you get buying online.

[mhkehoe 1]

I never had a problem with IW, and they ship very quickly. They are unrivaled as far as returns also, IMO.

I am another huge supporter of IW. The few times their online ordering system was off on count, they offered to upgrade me to the next level for little (couple of dollars) or no cost. Another time they didn't have my skate size listed, I e-mailed them about arrival time, they stated that they just got a shipment in and added my skate size to the web site so I could place the order. Great on returns and have helped me with two skate warranty issues.

Below are the reasons I always try to get them business:

• 10% off current and future orders if you buy a $10 IW shirt, price is usually the same as other retailers before discount
  
• Free shipping on orders above $100, free return shipping for un-used skates (great for finding a skate for you)
  
• Quick shipping (especially for west coast people, I can order something before 2:00PM and have it next day on ground shipping)
  
• Great customer service, they have given me advice on equipment sizing, when products should arrive, and as mentioned, warranty issues.
  

Once in a while, I do shoot them an e-mail and they don't reply. I think this is because they have a single inbox for incoming messages and use this for replying, so messages sometimes get overlooked. If I don't get a reply within a day or two, I just re-send it (usual respond time is a few hours). They have a phone number if you don't want to wait for a reply.

[wrangler 157]

I wasn't aware they did one.

Details here:

http://www.icewarehouse.com/iwin.html

Buy a shirt or something that says IW, you get 10% off for life. I got a cotton hoodie for $15, and so far it's held up great.

I have no business relationship with them, other than as a customer.

I ordered a pair of clearance gloves in Montreal colors and received Canucks colors and was not allowed to return them because they were on clearance.

How did they justify that?

I would have contested it through the credit card company.

Or was there some language on the web site allowing them to ship you anything they wanted as a substitute?

[mhkehoe 1]

Details here:

http://www.icewarehouse.com/iwin.html

Buy a shirt or something that says IW, you get 10% off for life. I got a cotton hoodie for $15, and so far it's held up great.

I have no business relationship with them, other than as a customer.

I bought the t-shirt, and it is also very good quality. It lasted through numerous falls on an asphalt inline rink. It recently got a hole where I got snagged on the chain link fence. I might buy another one since $10 for a t-shirt with design isn't too bad.

[snuzzo24 0]

I have never ordered from Hockey Monkey but have ordered a few times from Total Hockey. Item always shipped within 1 business day and have always received it promptly. They also have free shipping on orders $75 or more.

Haven't ordered from IW but have emailed about products and I almost always got a quick response. Wouldn't hesitate to order from them either. I like the looks of the 10% discount. Might have to give them some business some time.

[steelnation248 101]

I have never had a problem with them, but I don't really recall ordering to much from them that I can think of off the top of my head. My friend, on the other hand, had a similar experience as some of you. His first ever order from them was some skates and they were about $300 when all was said and done. 2 day shipping was included for free. He didn't get the skates he ordered in 2 days and they called him and told him it would be a couple more days for processing or something like that. About a week later, they told him the skates were actually out of stock and after that, it took them a couple days to refund him the money. He's still sour about it to this day.

However, even knowing all of this, I don't think it would deter me from ordering from them. I understand some mistakes or miscommunications happen. They are a big business and deal with a lot of orders everyday. Maybe my opinion will change if something happens to me personally, but until then, I'd order from them if they had what I wanted at the best price.