Customers often mention fast dispatch, low prices, and a website that’s easy to use. Several buyers describe smooth returns, quick refunds, or free upgrades. Another group reports rude replies, late or missing deliveries, and refunds that took days. Product feedback is mixed, ranging from high-quality sticks to items arriving with mould or flaws.
Examples from available reviews (Oct 2015 – Mar 2026).
Order arrived promptly with good communication and a perfect stick.
“it was delivered in 2 days.”
Returns process was efficient, informative, and handled payment differences smoothly.
“HFS's returns process is extremely efficient and easy.”
Customer service replied rudely and revealed personal details.
“reveal personal details in their reply”
They took payment for unavailable goods and delayed refund for eight days.
“you took payment for goods that you either knew were not in stock”
Many reviews point to quick processing and fast delivery. Numerous complaints describe orders that never shipped, payments taken for out-of-stock items, or long waits for refunds. Several customers say staff fixed problems by refunding or sending a replacement item at no extra cost.
Multiple customers say prices are consistently lower than competitors. Some buyers note shipping as an added cost. A minority felt value dropped because items arrived in poor condition or faults were not resolved.
Reviewers repeatedly call the website easy to navigate, with clear product choices and a simple checkout. A few mention limited stock in certain sizes or products. First-time buyers often say the purchase was fast and straightforward.
Several reviewers report high-quality sticks, good grip, and items arriving in excellent condition. A large set of complaints cite mould, visible defects, early stick failures, and warranty disagreements. Some say the retailer did not honour guarantees in those cases.
Many customers describe quick, helpful replies and proactive delivery updates. A sizeable cluster reports rude or argumentative responses, including one case where personal details were shared by email. Reviews show mixed communication on stock problems and refunds.
Reviews split between a positive set focused on fast fulfilment and low prices, and a negative set centred on delivery failures and harsh communication. The gap between high and low ratings stands out. Several customers saw issues resolved once staff got involved, while others report disputes that stayed unresolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Sitejabber (20) · Reviews (2) · Reviewcentre (2) · Reviews (1) · Quotes shortened · As of: March 2026
Order delivered swiftly after Christmas closure and emails replied quickly.
“Very fast delivery.”
Order arrived promptly with good communication and a perfect stick.
“it was delivered in 2 days.”
Website was user-friendly with good selection and reasonable prices.
“it's user-friendly”
They handled out-of-stock shoes promptly and offered a refund.
“reached out quickly about a refund”
Customer service was very helpful and issued a full refund promptly.
“they were super helpful on the phone.”
Alternative stick bag was sent promptly and proved better quality and value.
“This stick bag is actually better quality and value than my original choice.”
Customer service replied rudely and revealed personal details.
“reveal personal details in their reply”
Alternative stick never arrived after two weeks, refund issued promptly.
“two weeks later, still no sick.”
Items arrived smelling of mould and customer service denied the issue.
“immediate smell of mold”
Returns process was efficient, informative, and handled payment differences smoothly.
“HFS's returns process is extremely efficient and easy.”
Customer service was appalling and email communication was rude.
“The customer service is appalling and non existent.”
Company replied rudely and gave a delayed 7-day shipping despite paid 3-day service.
“rude and impolite response”
They took payment for unavailable goods and delayed refund for eight days.
“you took payment for goods that you either knew were not in stock”
Order refunded after seller later claimed item was unavailable despite website stock.
“the stick was no longer available”
Customer service promptly upgraded to an alternative stick at no extra cost.
“offered a no quibble or cost upgrade”
Payment taken but order not shipped and phone support unreachable.
“haven’t even shipped the item yet.”
Good price despite shipping; item delivered quickly to New York.
“But the best part was the price.”
Fast dispatch and delivery with competitive prices and wide catalogue.
“Ordered Sunday, dispatch Monday and delivery Wednesday.”
Reviewer says sticks are poor quality and warranty not honoured.
“bad quality sticks”
Delivery was fast and prices were cheap.
“Fast. Cheap”
Delivered early with great service and a quality stick, postage costly.
“Delivered three days before expected”
Customer service was helpful and kept me updated about delivery issues.
“they were very helpful and kept me updated constantly.”
Reviewer claims sticks are bad quality and retailer refuses guarantees.
“very bad quality stick”
Received sticks with imperfections and encountered rude customer service.
“Each had imperfections (scuffs, pin holes, signs of trial use).”
I recently purchased a hockey stick and some equipment from the Hockey Factory Shop, and I must say that my experience was nothing short of amazing. The website had an extensive range of sticks, shoes, and equipment from leading brands in the field at very reasonable prices.
The online shopping process was effortless - I found what I needed easily and quickly checked out with no issues. The delivery time was exceptionally fast; it arrived within two days of ordering. Everything came adequately packed, ensuring they were safe in transit.
Upon receiving my products, I was highly impressed with their quality. They matched perfectly to the product descriptions provided on the website- if not exceeded them! The stick felt fantastic in my hands; the grip is exceptional and boosted control over my game massively. And it’s not just me who thinks this—the other members of our team also noticed how much better they are performing since using these brand-new items!
Overall, Hockey Factory Shop has proven to be one of the best places for all your hockey needs! Their range is enormous, pricing affordable while still providing high-quality products along speedy delivery service given to their customers – something which should never go without recognition!
Alleges orders not sent, wrong items sent, and refunds require fighting.
“they take your money but do not send items out”
Stick delivered in two days and quality was excellent.
“The stick quality was Excellent.”
Item arrived quickly and was the lowest price available.
“lowest price I found anywhere”
Found lowest price and item arrived quicker than expected.
“lowest price I found”
All items arrived on time and the website is highly recommended.
“llegaron en tiempo y forma”
Owner's email responses were argumentative and rude, causing communication problems.
“immediately argumentative and rude”
Requested exchange/refund but the company refused and was untrustworthy.
“they wont take it back!”
Customer service was rude and did not offer a replacement.
“they were rude on the phone”
Poor product selection and very slow order fulfilment.
“poor hockey selection and takes forever for your order to come through.”
Orders took three weeks, contact was poor, and staff were rude.
“Order took 3 weeks to be delivered”
Alleges site advertises stock falsely and then offers unsuitable substitutes.
“Happy to give the illusion that they have your purchase in stock”
Paid for urgent 24hr delivery then told items were out of stock next day.
“it's not in stock”
Reviewer experienced rude and impolite behaviour from the shop.
“rude, bad-mannered and impolite”
Returns and replies were slow, taking over two months to resolve.
“Took over 2 months to sort out!”
High return costs, no refund on faulty items, and slow replies.
“no refund on faulty items”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Hockey Factory Shop sells field hockey equipment and accessories online. It lists sticks, bags, footwear, and protective gear from several international brands. The site includes product pages, size guidance, and an online checkout. Customers can reach support by phone or email and set up returns through the online portal. Orders ship domestically and internationally, with delivery options shown at checkout.