Review Time
Unlike some others, I've never gotten a poorly done jersey from these guys, but their customer service is just brutal. To preface, I have 12-15 of their jerseys, with some others on the way. Recently I had 3 orders, when the first was 2 weeks passed the est shop day I emailed with a few questions, two days later it shipped, no replies. Couple days later I asked about the status of the other 2 orders and no reply. Another email, no reply (repeat 3 x). Then I wrote another, long email asking all my questions again and asking them to immediately contact me. Got a generic email about clearing backlogs. Emailed again asking for my questions to be answered, nothing. Both orders finally shipped, over a month late, the other day. We'll see on how they are when they arrive. The first was well done.
Order placed early January. Promised Jan 18 on their site, changed to feb 17 due to hand stitching—but I didn’t even want a named jersey—that was a MANDATORY selection or I couldn’t get that specific jersey. When I contacted the company about a shipping update (to be fair the date change WAS in the fine print) they stated that everything was on track to ship, as it was already in production. February 23 I received a cancellation notice due to lack of stock… piss poor job by Cool Hockey.
They used to be an amazing company with great customer service, but I can assure you that is all in the past. Twice in the last year I had ordered something which either never arrived and was cancelled, or arrived nearly 4 months late. All because of issues with their inventory system. This may be passable except the first issue was nearly a year before the second, and they still had not fixed the issue a year later! If it is such a big issue you would think they may fix it, but that is not the case. This shows a gross neglect for their customers. And on top of it all, they only responded to me after repeated emails both times, and in one case weeks later, and continually brush me off with empty apologies and no show of true remorse.
Unlike some others, I've never gotten a poorly done jersey from these guys, but their customer service is just brutal. To preface, I have 12-15 of their jerseys, with some others on the way. Recently I had 3 orders, when the first was 2 weeks passed the est shop day I emailed with a few questions, two days later it shipped, no replies. Couple days later I asked about the status of the other 2 orders and no reply. Another email, no reply (repeat 3 x). Then I wrote another, long email asking all my questions again and asking them to immediately contact me. Got a generic email about clearing backlogs. Emailed again asking for my questions to be answered, nothing. Both orders finally shipped, over a month late, the other day. We'll see on how they are when they arrive. The first was well done.
If I could give Coolhockey less than 1 star, I would. Terrible experience. I was promised delivery on Dec 15, of my November 21st order. Then told days before Christmas, that the order would not arrive in time, but would deliver before end of the year. It’s now Dec 30. No feedback. No replies to my emails. No one at Coolhockey answers the phone. And the company has just blocked me on X. I have alerted the Better Business Bureau and the Canadian Anti-Fraud Centre, to resolve.
This is a scam! All the reviews saying they made up an excuse to not send their order; they did the same thing to me. Ordered over a month ago and now they are saying they can’t ship because of duties and fees and said they would refund 20% of my order (they did not) and told me to keep waiting. Do not order!
Horrible company!!! I ordered the Team Canada 4 Nations Jersey, none were sold out, they took my money and gave me the date of delivery, they sell out the next evening, two days after that, I get a cancelled order reading - Due to high demand order cancelled. No response back from an email I sent. So unprofessional. They cheated me out of my jersey, I could have ordered from a different company instead of trusting these morons but now everyone is sold out. What a bunch of idiots running this company. The worst customer service from a crappy company. Don’t trust them, they will screw you over and won’t care, so don’t trust them. Just shitty company.
Order a jersey with estimated ship date of 1/24. Week and half after I contacted them as the order still said "unfulfilled" with a automated response. A follow-up led them to tell me that they had issues with equipment and it would ship in 10-15 business days. Reached out later that day to see about adding an "A" to the jersey since it had not yet been produced. No response since. Order still not shipped. No answers via email, phone, or social media. Have a friend who also order something to have it cancelled 2 days later due to stock issues. I have contacted the BBB and my bank for refund. Nothing as of today (3/4) from them. Terrible service!
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CoolHockey.com is the #1 online store for officially licensed NHL jerseys, featuring your favorite players customized with authentic fabrics, logos, lettering & numbering.
We ship fast anywhere in the U.S. or Canada, with international rates available.
Need an update on your order? Email info@coolhockey.com
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