Review Time
I ordered a Liverpool away kit but they sent me the wrong item! I received a Leeds United 3rd kit 🫤 After 3 days of contacting customer support I have heard nothing , their website live chat appears to be broken, they don't respond to their emails or their DMs on their socials. Terrible customer service. I used to order from here but I won't anymore - stick to brand.com or the club shop.
AWFUL COMPANY!! Don’t use unless you want to be lied to, let down and disappointed.. I ordered 12th aug, with “2 day shipment” and paid extra £6.95 for express delivery. Nothing had been sent by 4 days so I got in touch on Friday and was told it would be sent Friday evening latest, but by Monday still hasn’t been dispatched so I got it touch to be told that “ Sadly, your order is currently on hold as we are awaiting a return to stock date for the print from our supplier” Just passing the blame. Order cancelled let’s hope I get the refund.
Ordered a week ago, expecting it to be delivered this week. Received an email from them today informing me that there is a delay with my purchase, no explanation given.I am considering cancelling the order and purchasing from elsewhere after reading other Trustpilot reviews of the company.
Absolutely shocking experience with Kitbag. Their customer service is virtually non-existent.I ordered a Leeds United shirt on August 16th for my brother's 30th birthday, paying an extra A$58.45 for "express shipping" (supposedly 3-5 business days). It's now expected to arrive September 1st - that's 12+ business days, not express at all.When I tried to get help:Emailed customer service → Got an auto-reply saying it's an unmonitored inbox Tried replying to order emails → Bounced back saying "cannot be reached"Went to their customer service page → No option to leave a messageOnly option is live chat → But it's never online if you're in a different time zoneThere's literally no way to contact them unless you're in the UK during their business hours. For an "international" company taking Australian orders, this is completely unacceptable.I paid premium money for express shipping that turned out to be slower than regular post, and now I can't even get a refund because their customer service doesn't exist.Save yourself the hassle and shop elsewhere. 1 star is too generous.still waiting for basic customer service.
I ordered a top on 1st August specifically for an event on the 22nd. Expected delivery dates were well before this date.Received an email on 4th August to say the order had been delayed and they were doing everything in their power to blah blah blah.Received another email on 6th August to say the order was still delayed but they were working super duper hard and ya-de ya-de, ya-de.Didn't receive any communication after this and it's important to note the item has been in stock and on sale this entire time, so can't have been a stock issue.I chased 13th via their chat facility to find out what was going on and low and behold they told me it was going to shipped out the next day 14th.I said that would be fine providing it was shipped and they could guarantee I would receive the item by 22nd, (that's 7 working days from date it will be shipped). Couldn't provide any assurances that the item would be delivered on time, didn't offer to expedite the item given the service, didn't offer any solutions at all. Therefore I asked to cancel. Apparently chat agents can't cancel orders, they can only send cancel requests to the 'order cancellers'. I was told once the request was processed and actioned I would receive an email confirming.I half expected them to not process the cancellation and ship the order given how competent they have been to date however this did not happen and I did receive confirmation that the order was cancelled, about 30 hours after making the request.I understand life's not perfect, you can't be amazing 100% of the time, and that things go wrong on occasion. But it really bothers me when things do go wrong, rather than make the effort to try and remedy the situation, you go out of your way to compound the issue.
Very, very poor customer service, in fact potentially the worst I’ve experienced.Placed an order for a Football Shirt on the 8th August with the Premier League Champions and No Room for Racism sleeve patches to be added, was given a shipping date of the 12th August and delivery of the 13th August (due to shipping method I paid for), at the time of ordering there was zero mention of anything being out of stock etc.I kept contacting to be kept up to date and eventually the 12th came so I chased and chased throughout the day whether that be via the live chat, over the phone or X (formerly Twitter) and each advisor stated there were no delays and it would be shipped that day, as every hour passed by I knew something was wrong, actually if I’m being honest I knew something was wrong way before hence why I kept contacting to be kept up to date but anyway they were very insistent that the system was showing absolutely nothing that would indicate any delays, it got to 8.30pm on the 12th and I chased again via live chat and phone to be told the order was delayed as it was out of stock and I quote it was a “special event item” and it was now showing a shipping date of between the 15th August and 24th, what a special event item is meant to be I have absolutely no idea but I know for certain the item I ordered was not one. I had received absolutely no communication from them about the delay until I contacted them, I turned back to X for them to turn round and say when we was chatting earlier there were no delays apparent and they would chase up with the fulfilment centre responsible for the delay and see what they can do, thats where I’m currently up to and I’m waiting for an answer, oh and I’ve received an email telling me I’ve been refunded the shipping charge which is the least I’d expect anyway. I’ll update the review when I hear back.UPDATE:Still waiting on the warehouse responding to the escalation although I have had further conversations and I have been refunded 50% of the items cost on top of the shipping costs so at least that’s something. The only plausible reasons for the delay is either one of or both sleeve patches are out of stock or they’re just hugely behind with the printing of people’s orders, the shirt and the size I’ve ordered they have over 50 in stock so it’s 100% not that but I have also been told they wouldn’t be taking orders for the patches if they were out of stock and now the lead time for customised items has been increased to shipped within 5 business days (was within 3 when I ordered) so everything points to it being a general delay in the printing but still waiting on actual confirmation from the warehouse.
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We feel your passion and aim to provide you with everything you need to follow the beautiful game. Kitbag is the home for football online - Your club's colours run through our veins. When you think football, think Kitbag - we've got you sorted.
A globally-renowned football specialist and authority in our field, www.kitbag.com is home to a huge amount of official replica kit for English Premier League giants Arsenal, Chelsea, Everton, Liverpool, Manchester City, Manchester United, Tottenham Hotspur and others.
We are happy to offer a huge range of player and custom printing, so whether you're a fan of Sergio Agüero, Philippe Coutinho, Cristiano Ronaldo, Eden Hazard, Harry Kane, Lionel Messi, Wayne Rooney, Alexis Sánchez or Neymar JR, Kitbag Online Store UK can help you show your player passion like never before.
Our website is managed by Fanatics (International) Ltd.
As the global leader in licensed sports merchandise, Fanatics delivers to over 180 countries, runs stores in over 12 languages and supports multi-lingual call centres incorporating 11 languages. Fanatics extended the reach of its licensed sports merchandise business by acquiring UK-based international sports e-commerce company, Kitbag Online Store UK on February 2nd 2016. It now supports and compliments Fanatics’ successful U.S. operation by focusing on partnerships with the biggest sporting teams and organisations around the world.
Operating from its base in the UK’s sporting stronghold of Manchester, the international business provides online, retail and end-to-end event solutions for nearly 30 partners across various sports. Fanatics has relationships with globally recognised English Premier League, La Liga, Bundesliga, Ligue 1 and SPL football clubs, along with representation across all major US Sports Leagues, Golf, Rugby, F1 and Tennis.
Internationally, Fanatics also delivers specific global leadership in event, city centre and in-venue retail; providing expertise at leading soccer, rugby and golfing venues. Fulfilment and service infrastructure has also expanded internationally, leveraging the historic expertise of Kitbag Online Store UK in international markets and integrating with the marketing and technology solutions traditionally used by Fanatics across its sites and partners in the U.S.
Kitbag Online Store UK at www.kitbag.com is operated under licence by Fanatics.
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