Review Time
Ordered on 12 August 2025, expecting it to be delivered within the time scale given. Received an email from them twice informing me that there is a delay with my purchase, no explanation given. At this rate we will receive the items by the end of the season!!! Update- after several emails stating someone will contact me (which they didn’t) I ended up cancelled the order. I would never buy from them again or even recommend them! I wouldn’t even give them a 1 star.
Got in touch regarding an issue with an order and was told there was no need to return the item and to dispose or donate it whichever I preferred and that they would issue a refund, after I hadn’t received a refund confirmation email I got in touch and now they’re telling me to return the item, an item I no longer have as I thought I’d do a good deed and donate to a local charity shop. Now being told there’s nothing they can do and now every time they pick up the phone they immediately hang up on me I know I’m being hung up on because when calling it must automatically bring your details up on their computer because you can’t ring off a withheld number.
Further to the reply from Kitbag, yes they have emailed, but not resolved the issue. Looking at other reviews, their standard reply is that they have emailed. Don't be fooled into thinking this means they are resolving the issue. The strategy seems to be to change the refund date with every email, until it becomes a non specified date in the future. Pretty disgusting that you have to resort to raising a dispute with your card provider to be refunded! Delivery is prompt. Unfortunately, due to sizing of item coming up smaller than size guide stated ( a manufacturer's fault rather than Kitbag's) I needed to return an item. Customer service were helpful in directing me to returns portal and provided clear instructions, confirming item was eligible for return. I chased refund 2 weeks after return was received by Kitbag. At that point I was informed refunds are made after 14 working days, which was the following week. If not received by the date given, please chase. Chased refund and have now received an email stating item has been received and needs to be inspected, following which refund will be processed within 2 to 7 working days. No mention of when item will be inspected - so refund date has moved from 14 working days to a non specific future date . Kitbag have now been in possession of the returned item for 3 weeks, and are not in a hurry to make a refund. Won't use again, as it shouldn't be a daily task to chase refunds.
I ordered a football kit for my grandson for his birthday, the expected delivery date was 29/07/25, the tracking said that they had despatched the package on 23/07/25, no sign of my package right up to 06/08/25 when I contacted Royal Mail they said that they had not received the package from kitbag, I then phoned kitbag and they said oh it looks like your package has been lost. Hence my grandson did not get his present on time. I will never use this company again
Worst customer service experience I've ever had dealing with any company. Received incorrect item & understand mistakes can happen but the inability to resolve the issue is unacceptable. Provided incorrect information by operative on how to return, they were rude & condescending, been told I'll get a refund when I asked for a replacement & will now be 2 weeks delay before I receive it due to their error, refused to expedite the replacement. Sent an email to complain about the issue last week & have had no response & now a separate order i had already placed is mysteriously delayed. Wasting my time, not providing goods I've paid for & not responding to a complaint, absolutely shocking for a big international company but I guess thats how you can treat your customers when you (fanatics) have a monopoly on the north American sports market here in the UK.
Placed an order for two items around a month ago. After two weeks I emailed enquiring where the items were, no answer. Again a week later the same, no answer. One last time I emailed asking where my items were, no response for a 3rd time.So I went to the online chat, this is around a month after placing the order and they told me the items have been lost.So if they knew that, why did you not respond to my emails or email me once this was confirmed and offer replacement or refund?I was then asked at the end of the chat if I would like a refund, well yes that is the minimum I would like otherwise you have taken my money and not fulfilled your order! Perhaps they had hoped I had not persisted or forgotten my order?I cannot recommend kitbag / fanatics based on this incredibly poor experience and will buy from another source in the future.
I appreciated Kitbag’s wide range of official sports apparel and found their prices competitive. The ordering process was smooth, and the item arrived in decent condition. However, delivery times were inconsistent — sometimes quick, other times frustratingly slow. Returning a wrong item was a hassle: return shipping was expensive, and the refund took longer than expected. Customer service was friendly but inconsistent — helpful one time, unresponsive the next. Overall, Kitbag offers solid products, but delivery and support need improvement!!
Bought a personalised football shirt and never received any correspondences until I started chasing. Now I get some automated emails update apologising & HOPING to ship my order soon. I've replied asking for refund & no one has responded to that. I need a refund, it's too late now for a gift.
Ordered a lions jersery and after one wash the writing started to peel off the front of the jersery. Contacted kitbag and they refused exchanged because it was past 45 days. (It was a couple days more)The jersery obviously has a fault in it as only being washed one time this happens. Will not be buying from this site again.
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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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