NHL Shop Reviews

Last month on October 11 I noticed that shop.nhl.com was selling a Toronto Maple Leafs t-shirt I have been trying to find for months, plus since it was the start of the season they had a special where it was free shipping when ordering from Canada. So I thought why not and ordered it. A few weeks went by and I still didn't get it and keep in mind their site said in stock, ships within 2-7 business days. So I call them and the person on the phone says oh I see it, would you like me to have them mail it out right now? I thought for a few seconds and said you know what cancel the order, if I need to be asked if I want it to be sent. They tell me no problem and I assume it's done. About 1 - 2 weeks later I needed to update PayPal and saw a pending charge from shop.nhl.com, that the order was not cancelled. I call them up tell them what's going on because I can not update PayPal since the charge from them is still pending and they are told it might not be possible for the order to be cancelled, but someone would e-mail me an update about my situation. One day later they e-mail me saying the order can not be cancelled and the item might ship, seriously the item might ship. Either it will or it won't. Thankfully someone from there has a brain because tonight when looking at PayPal the order was cancelled, although they did not e-mail me saying it had been done.

Totally brutal. Made one order, a week later it still hadn't been shipped so I called to find out why (as I ordered it for a Christmas gift) - they told me it wasn't in stock. OK? So no one sends out an e-mail to let me know??? Fine, one mistake. So, I ordered another item, paid 17 dollars for expedited shipping to be SURE that it came to me in 1-3 days, in time for Christmas, I received a shipping confirmation e-mail, with a tracking number, 5 days later...still nothing here, I look up the tracking number on Fed Ex, doesn't exist. Now making my third phone call to customer service to find out why I was charged and have no item, she says my item never was shipped, I asked to speak to a supervisor about getting a refund and she told me, no supervisors work on Thursdays or in her words "they're closed"....... WHAT? However she did "put in a request" for someone to call me. This company is a joke, in my world that is called STEALING. Definitely never order from them, even if every other store that sells NHL gear has been burned down to the ground, I would suggest just learning to sew and make your own jerseys rather than ordering from these clowns.

I wish I had read the reviews on this horrible website before i ordered anything, now I'm stuck with this merchandise and they stole my 25 dollar gift card number after i checked out and didn't apply it to the total balance, I tried to talk to customer service and their phones did not work, i did the chat thing and was lied to about a manager calling me back( after chatting for an hour) which never happened. This customer service is horrendous. Do not order from this place!! I reported them to the BBB!

OMG dealing with these guys is worse than having a tooth canal. I'm in the middle of trying to return a poor quality purse (expensive one).
I ordered a purse in early June 2014, when I received it, I found that the logo stamp on it was uneven, ok at the top of the team logo and nearly flush with the leather surface at the bottom. I asked for an rma and returned it. I reordered the purse, thinking that it may have been just one that was not stamped correctly.
To try to make a long story short, I was not receiving the "your order has shipped" email. After countless calls and emails, I finally am told that they are on backorder (nice of them to not bother telling me earlier). Finally, September 18, I get the order has shipped email.
The purse arrives and is exactly the same as the first one, poorly stamped and add to that, the strap of the purse is rippled (thin, poor quality leather). I call them to tell them that I'm unhappy with this purse as well and request an RMA. After 8 phone calls requesting the rma over about 16 day period, I finally speak with a supervisor Karen H. She emails me a link for a pdf rma file but doesn't attach the file. I email back and forth and numerous more calls and get absolutely nowhere but a promise that a supervisor will contact me at my home phone within 48 hrs, well today is day 2 and nothing. I've requested the name of someone higher up than their CS Supervisors and do not receive the information. I'm so sick of this back and forth and getting nowhere. I will never again, ever order from NHL shop. I just want this nightmare to be over. I too will be filing a formal complaint with BBB but it appears that NHL shop doesn't give a cr*p about their reputation. Companies like this will eventually sink and deservedly so.

Similar many of the recent reviews, I ordered a hat and shirt to celebrate the Caps winning the Cup. Unfortunately it took almost a whole month for them to figure out that neither the hat nor the shirt could be fulfilled, even though the web site still shows them both as being available only hours after refunding (at least they got that right) my full purchase price.They were even going to upgrade me to 2-day shipping but they couldn't even deliver that. (News flash: it's not 2-day shipping if it takes more than a week to physically ship an item!)

I don't normally review websites but this experience was the worst I ever been through with a store let alone any online retail site. If you read this story you will never place a order with this place. TLDR at end for anyone looking for a summary.

In May Discover was offering 50% off shop.nhl.com gift cards through reward points. Awesome deal, so I ordered $500 in gift cards for $250 Discover reward points.

My first Jersey was really dirty so I did a RMA (they provided a shipping label and refunded me full price - A grade for how that was handled). Also they provided me a coupon code for 20% off a future perchase after talking to a manager.

My second order was a custom premier which hadn't gone through yet so I cancelled to go from premier to edge since I needed to place a new order anyway and this way I could upgrade to Edge and use the 20% off.

The refund on those orders took a month or two to get. I never received gift cards through the mail and they said they cancelled the cards and resent them about 3-5 times. Finally after me having to call multiple times and wait to receive in the mail they agreed to send a eCertificate instead.

My third order was for $575 (approx) with two edge jerseys now. I used 500 in store credit (gift cards and eCertificate) 75 to credit card.

Months go by and no jersey. I look through emails (none were found). I call and was advised the order did not go through (did they not realize it would be a good idea to tell me..)

I still have eCertifcates but the physical gift cards were thrown away. So I am missing store credit missing about $150. They can't find what is owed to me besides my eCertificates I provided to them (which I had on my email) because they switched to a new system and don't have info on old orders.

Months go by of me calling being told I would recieve a call back from another department waiting the advised 2-10 business days for a call back. Not once was I called, I give up and settle for $356 they had refunded me so far in store credit for my eCertificates which they buffered with a $20 apology credit.

I just want my jereseys already so I decide to place a new order before the other jersey I wanted for a gift goes out of stock (one of the original jersesys I ordered for me is now out of stock). I placed a new order with a new promo code they offered to me a 30% discount.

3 days later I find out the new jersey I added for me is out of stock as well (no suprise here). I got confirmation email and sure enough noticed the wrong address.. (the manager never asked me what shipping address it needed to goto which I thought was weird). So I called back the very SAME day I ordered and asked for a address change. Got the tracking info a few days ago and noticed it was never changed to the correct address..

So back to square one with some store credit on my account for a refunded jersey and a Edge custom jersey going to the wrong address. Never going to get a jersey in time for Playoffs at this rate.. they don't even have 2 of the jerseys I tried to buy for me in stock anymore and have no time frame of when or if they will get them back in stock.

TLDR: Thought I had a great deal $250 for $500 shop.nhl.com giftcard through discover. What do I have to show for it? A custom Edge jersey going to the wrong address and with $170 store credit with no jerseys in my size that I wanted to order for myself. After almost a half a year of promises, returns, and being on hold for hours if not days by now on my total talk / wait times with shop.nhl.com

wow! after looking at all the reviews I wish I had done this before I ordered. my story is pretty much the same. I ordered two custom jerseys because they site said they would arrive before Christmas. Then on Dec. 24th I received an email that they were sorry they would not be available on time. I immediately sent an email to cancel the order if possible ( because it was custom ) and to let me know if it was cancelled. Today three weeks later after still not hearing back I called today over three weeks later. They could not tell me if the order has been cancelled or not, They are going to try to cancel it now, but still cant guarantee it will be cancelled. So when we go to the game this weekend I still cant even but the kids the jerseys at the game because I know if they do ship CUSTOM jerseys they will not accept the return. Be AWARE!!!

Absolutely worthless. Processed an order and then took two weeks before letting me know they wouldn't be sending anything--2 days before Christmas.

Completely incapable.

Possibly the worst customer service experience I have ever had. I ordered two jersey's, both with names of players on the team. First jersey was cancelled because the player's name was too long - even though it was included in the "drop down menu" on the jersey page. To fix this solution it took 3 separate cancellations, reorders, refunds, and a constant struggle for them to give me the same discount I got on the original order. While the customer service representatives are trying to be helpful, there is just never a solution. Avoid if possible.

I ordered a personalized Jersey from them on Dec 12 2013 after a week I called since the order was guaranteed 3 day delivery. NHL customer service (truly this is a stretch of the word) he stated it would be guaranteed to be here by the 24th and gave me a 10 dollar credit to my account. Today is the 24th, I called customer service (Again a complete stretch) and was informed it wouldn't be ship until the January 02 when asked why I was told the product I'm requesting is out of stock. When I asked why didn't you give me a heads up last week he stated the company online system is designed to over book customer orders even new product even if they don't have them in stock! That why we give the 10 dollar credits so often. I also asked him what guarantee do I have it will be here on Jan 02 he stated non. Now I have no gift for my 10 year old son for Christmas Day, PLEASE STAY AWAY FROM THIS COMPANY THEY ARE TERRIABLE.

Absolutely HORRIBLE experiences. First, I order a t-shirt last year and after a month of not hearing anything from the store, I received an email that my order was canceled and I needed to reorder. Next, I ordered two custom jerseys December 4. I ordered them with what I thought would be ample time to get them ready for Christmas. Silly me that a month would not be enough time for the NHL shop. On the 12th, I sent out an email. No response. I sent another email just asking what the hold up was. No response. I called on the 19th and the woman was helpful; she told me that did not know what was wrong, but would send a notice to the warehouse so they would contact me the next day. Called again on the 20th because I did not get a call on the 19th. This woman was rude and told me it would be shipped and delivered on Monday. I told her I didn't think that was right and she ended up hanging up on me. Called again on the 23rd and someone finally told me when it was going to be shipped. January 1. He said that the site was not expecting so much business from black friday and cyber monday and that they were still getting caught up from those days and their Christmas stuff was suffering because of it. HOW IS A COMPANY AS LARGE AS THE NHL SHOP NOT ABLE TO HANDLE BLACK FRIDAY/CYBER MONDAY?! And why are they still promoting next day shipping for Christmas if they OBVIOUSLY will not be able to fulfill it. What I'm most upset about, is that they didn't have any problem withdrawing $300+ from my checking account the day I ordered, but my order has not even been processed yet! Fulfill the order, THEN charge me for my purchase! I WILL NEVER BUY FROM THEM AGAIN.

Although the Zulu URL Risk Analyzer site ( Zulu.zscaler.com ) rates this site as "Benign", I would recommend that nobody use this site as it's hardly functional and is incapable of processing an order correctly.

Do NOT use this site, if you can avoid it !

Do NOT order from this website. As the official store for the NHL, you would expect they would have their act together, but it's simply not the case. I placed an order that said my item would ship within 3 business days. They charged my credit card immediately, but the order status didn't change. After 2 weeks, I contacted them for an update and was told they didn't have any additional information but I'd be notified when my item shipped. Days later I called only to be told the item would ship in another TWO weeks, and they would upgrade my shipping. That date came and went and I called again, only to be told now (a month after my order) that the order hadn't even been processed yet. They gave me the total run-around and did not deliver on their supposed promise to guarantee customer satisfaction. I canceled my order and will go elsewhere - always. Stay clear of this shop.

Not sure what's up with this company. The people in the call center are nice enough and super apologetic that I'm having a problem with my order, but never a solution! Started back in Sept. when I ordered a premier Boston Bruins jersey. When it arrived, it was the wrong one. Returned it, requesting the correct jersey. Had to call to get that kick started. Second shipping, we received the same WRONG jersey. Many phone calls, and many minutes on hold waiting for a supervisor later, they were overnighting the order to me. So excited, because it arrived on the birthday of the intended wearer! But that excitement quickly faded, when we discovered it was the same WRONG jersey AGAIN… After many more minutes on the phone yesterday and today, I am promised a personal phone call from a supervisor, with a supposed resolution to my issue. I'm not holding my breath...

WORST SERVICE EVER! first, i ordered three items. the third wasn't available, so they sent the other two anyways and informed me that they wanted to be the best service in the world, so they would put 10$ on my nhl-shop account. I don't have an account since i checked out as a quest. second i live in switzerland and ordered the stuff over here which costs 24$ for shipping. so i was pissed and wrote them that i wont a free shipping option since they shipped the first two items without waiting and asking me if i wanted to include anything else. ordering something more would AGAIN cost 24$. so i wrote them this problem and they sent me a message back they would take care of this request the next 2-3 days. never heard back from them.
NOW THE WORST PART: i got the box with the stuff and the postal service made me pay 50$ for customs clearance. the problem was, that the people at the nhl store wrote the wrong total on the customs decleration on the box. so i ordered items for about 40$. they wrote that value on the declaration, but also a quantity of 8 next to it, which added up to over 300$, which was the reason i had to pay 50$.... I was so pissed and wrote again an email (i never called because that would cost me again so much money!!!!) that i wanted back this money immediately because it is their mistake. i wrote them 5 days ago and guess what.....i haven't heard back from them... NEVER ORDER ANYTHING WITH THIS COMPANY!!!!

I paid the 5 bucks to ship the hoodie back for a refund. It's been a month and no refund. I emailed them and they said they received it and would process in 10 days. This place is the worst. Never ever again.

I would give no stars if possible. I ordered a customized hoodie from here. Got it and it was on time however, once I washed it, following the garment's instructions, it started to peel. My son has worn it once. They want me to pay for return shipping and shipping when the send me a new one. I am not the one in the wrong here! They sell low quality merchandise and have awful customer service.

I ordered a Jersey that was a captains jersey, so it must have a C on the top left shoulder but instead they put an A which is for Alternate captain. We spent a lot of money on this and it is outrageous.

I was told by customer service that my jersey was instock and I immediately ordered it. Mind you this was my the third attempt of trying. All attempts resulted in refunds.... Apparently, shop.nhl.com, doesn't care to fix the problem or to be honest with their customers.

Ordered Seguin jersey on 12/2. Still has not shipped. Received 3 emails that it would ship b4 holidays. Missed 2 Stars games already without it

this place sucks. half the order was discontinued sent 1 item charged full shipping then 1 t-shirt 2month later after I told them to cancel order. will not deal with ever again...beware they SUCK

I ordered a custom practice jersey for my son in red- exactly what he wanted and I got it on sale. I couldn't wait for it to come in. When it arrived (only a week) it was blue. I emailed them and got an answer that it was in stock. No offer to replace it. I called them was told it was in stock and they would contact the warehouse to make sure I got a red one and call me in 2-3 business days with the confirmation number.
So I waited... Nothing. Emailed them again- yes it's in stock. I will have someone contact you... Nothing. Emailed again - said not available and they would waive my return fee (their mistake- not mine). Well, that just made me angry so I called again.
This time I was told yes it is in stock in red and a small- let me place the order for you and we will get it verified and contact you in 1-2 days (heard it before but it is Christmas season and I am pretty relaxed about these things). Nothing... Not a call, not an email.
So today I called. I received the order 2 weeks ago and now I am mad. I asked for a manager. Was put on hold. Told it would be 20 minutes. They disconnected me when they transferred me. Once again I called back. Same thing- disconnected again after being on hold an additional 20 minutes. Called back the third time and I demanded to speak to a manager. Was told it would be 20 minutes. I told her they kept hanging up on me- her reply "they didn't hang up on you- they didn't click over right when they transferred you" when I disagreed with her she says you didn't tell me your name- I am fuming now but I gave her my name and told her she never asked.
Finally got a manager who says they don't have red- I tell her it is still on their website TODAY for purchase in red. I did get a credit on my account after much arguing. Worst part is it took over an hour to get a manager and during that time I had to pick my son up from school so now he knows what he is getting for Christmas.
I can promise you I will never order a jersey from them again. I am so disappointed my son knows his present and I wish I had ordered from somewhere else instead.

Item was in stock. Is still in stock. They say 5-7 business days on shipment of items. Its going into 4 weeks now. Item still just says NEW. Called and they said it would ship soon on the three times I called. Then yesterday I get an email saying that its been delayed and no ship time can be given! So I call today and they say they have my item but there is a delay in shipping… Worst site to deal with. Period. Beware if you want to shop here. Expect to wait a long long time to get your item. They will take your money right away but never ship your item!

Since reading Paragraphs is annoying to read, I'll post it in point form. Keep in mind I am ordering from Canada

1. January 2nd, girlfriend orders Jersey to get shipped.

2 Janauary 6th: she calls because she didn't get a confirmation of the order. They tell her the sale wasn't "captured", so they reimburse her the money.

3. Wait 3 days for money to get reinbursed and call back. She re-orders the Jersey and it doesn't go through again. Money is available on her credit card and it's just not going through, she figures out it doesn't go through several days later.

4. Now it is January 19th, the day the jersey was supposed to arrive: This time I call to figure out what on earth is going on and why the Jersey isn't being sent. The girl talks to her supervisors supervisor and they re-order the Jersey. They figure out the place that we are shipping to is "red flagged" because it is close to the US Canada border and they worry people will not be paying for the taxes to cross back into Canada.

5. So I cancel the order and put a new Canadian shipping address. Everything seems to be fine, they will reimburse her for the Jersey originally going near the border (which was now cancelled by them, and the money will take two days to reimburse) and send a Jersey to the Canadian address.

6. Now over 2 days later, no money has been reimbursed, and BOTH jerseys are being sent, one to the Canadian address and one to the "red flagged, can not be shipped to" address that is near the border.

7. Now have to drive 45 minutes to the border to retrieve this second Jersey and re-ship it back to them. Once received, we will then get the money back.

8. Never order from this site, ever. It's pure chaos

I had a problem with delivery date of an item. Preordered something nov 25 with expected delivery date on or before dec 12. Called when order not received and told delivery date had been pushed back to early jan! This was a Christmas gift. The item comes directly from an outside manufacturer so they won't take any responsibility. How about communicating changes in delivery dates?! When I called, I was put on hold 40 minutes to speak with a manager and try to get some resolution. I'm no exaggerating about the time. And before our conversation was finished I was accidentally? disconnected. Bad business- stay away!