Reviews Analysed
20
We Collect & Analyse Reviews
Kitbag
Experiences & Reviews
Kitbag is an online sports retailer specialising in football shirts, replica kits and fan merchandise. The site offers personalised printing options and ships to multiple countries. Consumers commonly visit Kitbag for replica kit purchases, customised shirts and related accessories.
Overview & Key Metrics
Positive Sentiment
35%
Latest Review
18d
Overall Rating
2.4
Our Analysis
🎯
Service quality
Frequent reports of late or incorrect deliveries, slow refunds and inconsistent returns handling; some customers only received resolution after escalation.
Share
Weak
26%
💰
Value for money
Few reviewers mention price: some note competitive pricing, while others felt discount codes or compensation were inadequate or unusable.
Share
Weak
4%
⚡
User experience
Mixed feedback on ordering: several praise an easy website and ordering flow, but others report misleading 'in stock' signals and changing shipping estimates.
Share
Weak
8%
🔧
Product quality
Multiple reports of faulty, incorrect, damaged or dirty items and printing faults; some customers received genuine products or successful replacements.
Share
Weak
14%
📞
Communication
Communication is a common complaint: many reviewers describe delayed or no replies and missing confirmations, though some praise fast, clear responses.
Share
Weak
22%
⭐
Overall experience
Overall impressions lean negative for many reviewers due to delivery and refund issues, but several accounts describe quick resolutions and positive purchases.
Share
Weak
27%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Honestly the worst service ever shopping online.
"Honestly the worst service I have ever received from any company. Have never left a review but do not want anyone to go through what I did. Original o..."
James
Trustpilot
Sep 30, 2025
Featured for: Multiple failures; refund delayed
Genuinely amazing website!
"Genuinely great website to get your football shirts from, I’ve been purchasing my football kits from kitbag for 4 years now and it is always quality...."
Bailey McLaren
Trustpilot
Sep 30, 2025
Featured for: Positive: quick refund and communication
Bare faced liars id give -10 if possible
"Left a review the other day about the trouble getting a refund from these. Finally got a reply about it and it was bare face lies. Requested me to clo..."
paul robson
Trustpilot
Sep 30, 2025
Featured for: Refund dispute; no transaction ID
Superb customer service
"I ordered a collectable signed item that ships from USA (I think via fanatics). Unfortunately it arrived damaged. Being in the UK I thought this was g..."
customer
Trustpilot
Sep 30, 2025
Featured for: Damaged international item; swift replacement
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
J
Joe
trustpilot.com
Sep 30, 2025
Very shoddy experience
Item took a month and hadn't arrived. Poor customer service - took weeks of back and forth, made me contact...
M
Miraaj
trustpilot.com
Sep 30, 2025
Faulty product
Well I received a faulty product spoke to someone online and said they will send a new one out and to dispose or keep the existing product which I hav...
J
James Jukes
trustpilot.com
Sep 30, 2025
No Complaints from me
No Complaints from me, quick delivery even with a custom name printed. Genu...
J
James
trustpilot.com
Sep 30, 2025
Honestly the worst service ever shopping online.
Honestly the worst service I have ever received from any company. Have never left a review but do not want anyone to go through what I did. Original o...
G
George
trustpilot.com
Sep 30, 2025
Ordered Chelsea kit, Spurs one arrived
Ordered a Chelsea kit for my son and a Tottenham kit arrived. Still not been issued a refund. I’m being asked to run around and print off a label and...
Z
ZH
trustpilot.com
Sep 30, 2025
Cheating the client with promising time that cannot be achieved
Kitbag is deliberately cheating the customers by providing false process timeframe before and after check out. I placed an order on Friday Sep 12th wi...
B
Bailey McLaren
trustpilot.com
Sep 30, 2025
Genuinely amazing website!
Genuinely great website to get your football shirts from, I’ve been purchasing my football kits from kitbag for 4 years now and it is always quality....
p
paul robson
trustpilot.com
Sep 30, 2025
Bare faced liars id give -10 if possible
Left a review the other day about the trouble getting a refund from these. Finally got a reply about it and it was bare face lies. Requested me to clo...
A
Agnes Uusoja
trustpilot.com
Sep 30, 2025
It’s a scam
It’s a scam. I ordered a Manchester United baby shirt for my husband as a Father’s Day gift, with his favorite player’s name (B. Fernandes) on it, whi...
g
ger tanner
trustpilot.com
Sep 30, 2025
Shocking customer service
I ordered 2 tops. One was sent via track and trace return. The other was rejected at the post office due to custom charges. Contacted the company and...
J
Jacki Smeaton
trustpilot.com
Sep 30, 2025
Amazing would defo buy again
...
N
Niladri Das
trustpilot.com
Sep 30, 2025
Delayed delivery without explanation
I ordered a football jersey shirt and short for my 9 year old for his birthday gift. I even paid £21 for express shipping. The order was made on Aug 1...
M
Mr Ellis
trustpilot.com
Sep 30, 2025
Ordered 29th July - Not shipped after 5 weeks
Ordered 29th July for delivery 1st August. Despite item showing as 'in stock' on website they have failed to process this order and lied fre...
L
Linda Fowler
trustpilot.com
Sep 30, 2025
Eady to order,good communication,quick…
Eady to order,good comm...
J
Jason Davies
trustpilot.com
Sep 30, 2025
Avoid Like the Plague
I ordered a football kit for my son's birthday with shirt printing customisation. This was done weeks in advance. A couple of days out and I hadn't re...
C
Chris Alder
trustpilot.com
Sep 30, 2025
Terrible.
Firstly, wrong size shirt turns up. Not even close. Ok mistakes happen. Have to contact them to get a free return option. Took longer than the SLA to...
K
Kasper Klitgaard
trustpilot.com
Sep 30, 2025
Delivered as promised to Denmark
Delivered as promised to Denmark. All...
c
customer
trustpilot.com
Sep 30, 2025
Superb customer service
I ordered a collectable signed item that ships from USA (I think via fanatics). Unfortunately it arrived damaged. Being in the UK I thought this was g...
M
Mark Hawkins
trustpilot.com
Sep 30, 2025
Problems but eventually resolved
Further to the review below I’ve been contacted quickly by the customer support team and they have helped me get the issue resolved. Thanks for acknow...
P
Phil Hill
trustpilot.com
Sep 30, 2025
Receipt of first order
Item 1 was filthy straight out of the bag Item 2 was not the item that I ordered, item 1 has the Sunderland badge with the ship...
Conclusion
Reviews show a pattern of frequent shipping and order‑fulfilment problems, including delayed shipments, wrong items and issues with returns and refunds. Communication is often cited as slow or absent, though several customers report prompt, helpful responses and successful replacements when issues are escalated. Product quality is inconsistent: multiple complaints about faulty printing or damaged goods coexist with reports of genuine products and satisfactory purchases. Prospective buyers should weigh reports of positive service against recurring operational and communication issues seen across the reviews.