Many reviewers describe fulfilment problems, including wrong items, cancelled orders, and long delays. Several customers say refunds were missing or late, and returns were handled poorly. Others report fast delivery, correct orders, and good-quality shirts. Reviews split clearly between smooth, prompt orders and service failures that stay unresolved.
Examples from available reviews (May 2023 – Mar 2026).
Goods never received, fake tracking details, and no replies.
“Never received my goods.”
Received non-authentic shirt despite barcode indicating authentic product.
“I ORDERED THE AUTHENTIC MAN UNITED AWAY TOP AND RECIEVED A REGULAR ONE”
Damaged signed item promptly replaced with fast, clear customer service.
“replacement was ready to ship within 24 hours.”
App made ordering sports gear simple with fast delivery and good quality.
“Great and simple process with the app”
Most complaints describe wrong items, cancelled orders, and long waits before orders move. Several reviewers say replacements repeated the same mistakes, or returned items came back unchanged. A smaller group reports quick fulfilment and customer support that fixed issues efficiently.
Several reviewers mention extra fees for handling, delivery, and returns. One complaint points to a goodwill coupon that left them worse off when a bigger sale followed. Others praise competitive prices and say they received genuine products for less than other options.
Positive reviews highlight easy ordering in the app and dependable international delivery. Many others describe orders stuck on “processing” and automated responses that prevent live help. Reviews show a clear split between smooth purchases and orders that stall.
Repeated reviews mention faulty prints, wrong personalisation, and items that look non-authentic or arrive damaged. Several customers confirm well-packaged shirts with correct printing and say they were happy with the kits they received. The negative quality issues appear often across the reviews.
Many customers say messages go unanswered, chats get removed, and emails promise refunds that never show up. Some reviewers report clear tracking updates and fast, helpful replies that solved problems. Communication breakdowns stand out as a major negative theme here.
Reviews are sharply split between orders that go perfectly and problems that never get resolved. Negative accounts often focus on fulfilment, refunds, and returns. Positive accounts centre on quick delivery, correct items, and fast solutions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
No proof of delivery and no compensation or refund offered.
“no proof of delivery on my both orders”
Order arrived as promised and item was very good quality.
“Got what I ordered, arrived when they said it would arrive.”
Items were good and well packaged.
“well packaged”
Online chat only quoted T&C's and did not resolve returns.
“They just repeatedly quoted their T&C’s at me.”
Sent a faulty item with poor print and charged for returns.
“let products go out with the logo printed crooked and upside down”
Return policy hidden; refused swap for larger size.
“Hide information on standard items being unreturnable.”
Received wrong size, slow responses, and initially charged return postage.
“I received an XL garment and not the M ordered.”
A goodwill 30% coupon backfired when a public 50% sale made it worse.
“gave me a 30% off “goodwill” coupon”
Very nice t-shirt and great service.
“Very nice t shirt. Great service thanks.”
Wrong sizes sent and customer service cut off calls.
“Terrible company, worse customer services.”
Order cancelled after shipping confirmation and item sold out in size.
“Kitbag cancelled my order 2 weeks after receiving shipping confirmation”
Jersey arrived quickly to Australia with good tracking and condition.
“Tracking was updated regularly, and the jersey and footbal arrived in perfect condition.”
Returned wrong item, paid postage, replacement was identical wrong item.
“Replacement arrived today,it was same as the one I sent back!”
Received non-authentic shirt despite barcode indicating authentic product.
“I ORDERED THE AUTHENTIC MAN UNITED AWAY TOP AND RECIEVED A REGULAR ONE”
Delayed responses and no estimated time for refund for nearly three weeks.
“Response has been delayed for nearly 3 weeks”
App made ordering sports gear simple with fast delivery and good quality.
“Great and simple process with the app”
Service was very fast and efficient.
“Very fast and efficient service”
No issues; order arrived on time.
“No issues Arrived on time etc”
Only one of two returned tops refunded; no reply about second refund.
“only received a refund for one of the tops..”
Name printed incorrectly and customer service unresponsive with call failures.
“it was printed wrong, it said Cheerki 10 instead of Cherki 10”
Item took a month to arrive and customer service was unhelpful.
“Item took a month and hadn't arrived.”
Received a faulty product and no confirmation of replacement.
“received a faulty product”
Quick delivery, genuine product and better price than competitors.
“quick delivery even with a custom name printed.”
Multiple errors and delays led to a terrible shopping experience.
“Honestly the worst service I have ever received from any company.”
Received wrong kit and refund requires inconvenient return with long wait.
“Ordered a Chelsea kit for my son and a Tottenham kit arrived.”
Promised shipping times changed after payment and expectations were not met.
“confirmation changed to promise ship Monday Sep 22nd.”
Received prompt refund and excellent communication after a faulty shirt.
“they gave me a full refund”
Claimed refund emails were sent but no refund or transaction ID provided.
“I recieved 2 emails confirming refund which never arrived”
They claimed print wouldn't fit and then sent the shirt without the name.
“They still sent the product without the name.”
One return tracked, another rejected for customs and no response or refund.
“Contacted the company and no response.”
Reviewer found the product amazing and would buy again.
“Amazing would defo buy again”
Express shipping charged but shorts delayed with no explanation or ETA.
“I even paid £21 for express shipping.”
Order not processed despite showing in stock and repeated shipping delays.
“Despite item showing as 'in stock' on website they have failed to process this order”
Easy to order with good communication and quick delivery.
“Eady to order,good communication,quick delivery”
Customised kit arrived late despite assurances; no explanation given.
“I hadn't received the item despite assurances it would arrive before his birthday.”
Wrong size sent, return code failed and poor response caused delays.
“Code doesn't work.”
Delivered as promised to Denmark and reviewer was very happy.
“Delivered as promised to Denmark.”
Damaged signed item promptly replaced with fast, clear customer service.
“replacement was ready to ship within 24 hours.”
Customer support resolved printing issues after initial poor handling.
“they have helped me get the issue resolved.”
One item arrived filthy and another was the wrong design.
“Item 1 was filthy straight out of the bag”
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.
Kitbag is an online retailer focused on sports apparel and fan merchandise. The site offers official replica shirts, training wear, accessories, and personalised name/number printing. Customers can set up accounts, order through the website or app, and choose shipping for domestic and international delivery. Product pages include size guides, and checkout shows available payment methods.