Complaints

This profile includes complaints for Pure Hockey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Hockey

  89 Cross St Holliston, MA 01746-2230

• 

  Pure Hockey

  139 Endicott St Danvers, MA 01923-4803

• 

  Pure Hockey

  1800 Post Rd Warwick, RI 02886-1550

• 

  Pure Hockey

  2960 East County Line Rd Ste A Littleton, CO 80126

• 

  Pure Hockey

  9979 Wadsworth Pkwy Unit 400 Westminster, CO 80021-4201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:Failure to Issue Refund and Provide Follow-Up for Returned Skates Complaint Details:On December 17, 2024, I returned a pair of ***** Supreme M4 skates, size 7 (valued at $400) to Pure Hockey as instructed by a supervisor, who had assured me I would receive a refund by check. The check was reportedly mailed on January 2, 2025, but as of today, January 14, 2025, I have not received it.I first contacted Pure Hockey about this issue on November 11, 2024, and have continued to follow up numerous times since then. Despite my persistence, I have never received a callback, even though I was repeatedly promised one. Today, after waiting over 20 minutes on hold, I was told (again) that the manager was unavailable and that all employees working on my case had left for the day. This is the same excuse I have been given repeatedly for more than a week.Key Issues:Failure to Issue a Timely Refund: It has been nearly a month since I returned the skates, and no refund has been received.Lack of Communication: Despite numerous phone calls, I have never received a single callback.Poor ***************** The repeated excuses and lack of accountability are unacceptable for a reputable business.Desired Resolution:1.Immediate confirmation of my refunds status and proof of when the check was mailed.2.Issuance of a new check or expedited resolution if the first check was lost or never sent.3.Clear written communication explaining why this process has been mishandled and what steps will be taken to avoid further issues.Additional Information:Company: Pure Hockey Date of First Contact: November 11, 2024 Product Involved: ***** Supreme M4 skates, size 7 ($400)I look forward to a swift resolution and hope this complaint will encourage Pure Hockey to improve their customer service practices.

  Customer Answer

  Date: 01/25/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/31/2025

  Hello,

  Thank you for reaching out to Pure Hockey ***************** My name is *** *******, and I am the Pure Hockey **************** Manager. Based on our previous conversations, I believe we have already resolved this issue for you. The corporate check for your skate refund was issued and sent at the end of December. On 1/27/25, I emailed you to inform you that the check was returned due to an incorrect address. Once we received the correct address, the check was re-sent to you.

  If you are still experiencing any issues with the check, please feel free to reach out to me directly at (*************************************************************).

  Thanks,

  -Ben

  Customer Answer

  Date: 02/03/2025

  Dear Better Business Bureau,

  
  I am writing to inform you that I have finally received my refund check from Pure Hockey regarding my complaint (Case #********). It took over two months from the date I returned the item, and I had to make numerous calls and follow-ups to get the issue resolved.
  As I have now received my refund, I would like to request that my case be closed. Thank you for your time and assistance in this matter.

  
  Best regards,

  -**** *****

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had purchased a new stick on 11/5/24 after the same model stick purchased on 9/22/24 breaking after approx. 46 days. The stick purchased on 11/5/24 broke 2.5 weeks later on 11/23/24. I attempted to submit a claim to ***** on 12/5/24 and was directed back to Pure Hockey to address the warranty. After reaching out to Pure Hockey on 12/5/24 @ 12:06 am I was told that I would have to return the stick to the retail store that same day for help with our warranty. I had responded that we no longer had the stick as that was not made clear at the time of purchase. The only other time we have had to warranty a stick we had purchased through a different retailer and went through ***** which entails send photos only. After a few back and forth communications I am being told that we are outside the warranty and there is nothing that can be done because we are literally 6 minutes into the 31 day of warranty even though the original response implied that 12/5/24 was the 30th day which is how we counted it. While I understand the need to stick to policy and that customers may try to take advantage, i feel like Pure Hockey could make an exception in this scenario. Especially because it seems their employee misspoke in the original response and especially because we had 2 of the same model stick break in a matter of approx. 60 days to the tune of almost $700. We have always purchased our skates from Pure Hockey and other items, but have always purchased our sticks at other retailers. We will never purchase a stick or anything else from Pure Hockey after this experience. It is just disappointing that Pure Hockey and ***** cannot stand behind these very expensive products, miscommunicate and are unwilling to work with customers when I thought we were within the 30 days but we were actually 6 minutes outside according to how they count their days. Going back to smaller local businesses for future purchases.

  

  Business Response

  Date: 01/31/2025

  Hello,

  Thank you for reaching out to Pure Hockey ***************** My name is *** *******, and I am the Pure Hockey **************** Manager. Im very sorry to hear about the broken stick; however, unfortunately, we are unable to process stick warranties beyond the 30-day warranty window, even if it is just one day over. Since we process stick warranties on behalf of the manufacturers, we must adhere to their policies and guidelines.

  
  I believe we have already spoken about this situation outside of this conversation and reached a resolution. If there is anything further to discuss or if any issues remain unresolved, please dont hesitate to email me directly at (*************************************************************).

  Thanks,

  -Ben

• Initial Complaint

  Date:08/10/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a hat from the company. I never received and email for the shopped items. The order online said complete. I waited a week after the estimated delivery date and emailed customer service. They gave my tracking numbers at that time. I recieved the hat however it was broken and had a solid crease down the center of the brim. I emailed customer service and they had me send it back and sent me a new one that same day. I then received the 2nd hat. This one had 3 creases in the brim and was sun damaged. They said I could send it back and once they recieved it this time and could evaluate it then they would send a new one. Seems like they were implying like I broke that hats. Issue is still not resolved. Returning broken products is really irritating when it's costing their customers time and money just to send the product back. They did offer 25% off however that is only 4 bucks and isn't enough in my opinion to justify the company sending out 2 broken products. Avoid this company they do not care about their customers.

  

  Business Response

  Date: 08/14/2024

  Hello ******,

  
  My name is *********************, and I am the Pure Hockey **************** Manager. I am sorry to hear about the multiple issues you had when ordering the same product. It is never our goal to let down our valued customers.

  Occasionally we see similar issues when it comes to clearance apparel items, but it should never happen multiple times. I see that one of my representatives has reached out with a solution to you already, but I would still like the opportunity to make this right with you. If you could please reach out to me directly ************************************** I would be happy to discuss this further with you. 
  

   

  Thanks,

  -Ben

  Customer Answer

  Date: 08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a stick at the Pure Hockey in **********, **. Because my son has broken a few sticks this year, I specifically asked about a warranty. The cashier told me yes, there is a 30 day warranty. Unfortunately, my sons stick broke on 2/7/2023. I called the store yesterday, 2/8/23, and asked about the warranty. The person on the phone told me I can bring the stick back. I asked what I needed to do to have the warranty apply and said can I just print my receipt out from my online account and bring that? To which he said I "didnt even have to do that, they could look it up in the system." Never was I told of the additional requirements. Today, we bring the stick in and ****** says because we didnt have the serial number sticker on the stick, the warranty is invalid. This is completely absurd. Never was I told when inquiring about the warranty when I bought the stick, or yesterday when calling to inform them of the need for the warranty that this would need to remain on the stick. He says hes always telling the customers that. Well, let me tell you that Im a very organized and professional person and if I knew that was required, I certainly would have kept the serial number sticker, especially seeing as my son has broken several sticks this year alone. This is extremely poor customer service and they are not educating their customers correctly on the warranty. If theyre going to assume customers know the policies, they should have them sign or acknowledge receipt of that information, instead of s******* us out of a fake warranty program and taking another $275 from us for a new stick.I specifically asked about the program and never told or acknowledged that I needed this sticker. They are telling customers one thing and not educating them correctly. Even when I called to confirm the warranty, they said bring it back and no mention of the sticker. I'm sure many other families have also suffered from their lack of transparency.

  

  Business Response

  Date: 04/17/2024

  Hello April,

  My name is *********************, and I am the Pure Hockey **************** Manager. I am sorry to hear that you had a negative experience in our store/with our company in regard to a stick warranty. All feedback, both positive and negative, helps our company grow and improve each day. I see that you spoke with one of our **************** Representatives last February and we were able to rectify the situation. Glad we could turn a negative experience into a positive experience. 

  If there is anything else, we can do for you please feel free to reach out to our **************** line *************). 

  Thanks,

  -Ben

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm contacting you in regards to a company "PURE HOCKEY" located ***************************************, **.I purchased these skates in the beginning of the year 01/13/22 when I moved back from ***** and thinking I'm going to get back into hockey... Well, I never got a chance to do so and the type of person I am, I like to purchase quality items, so they last longer. I never got a chance to use my skates so I called customer service at ************ and they stated that I could return them and get my funds debited back to my card I used and if I no longer have that debit card, I can still get the funds debited to that account. I said perfect, sounds great! I get to the store and the store manager says I can only get store credit because they are sharpened.... You guys are the ones who sharpened them and didn't even ask after I purchased them. If you look in the Return Guidelines, it states the following on unused items... I meet all of the criteria; nowhere does it say if the store sharpens your brand-new skates without asking that it no longer counts as an unused item... Unused items have an unlimited returns window. For a product to be considered unused, it must:Be in its original packaging Show no scuffs, stains, dirt, or other marks that would indicate use Still be in the same condition in which it was purchased Custom merchandise of any kind cannot be returned.So now I have a $443.09 on a gift card which I'm never going to use.It seems like they purposely sharpen your skates immediately after purchase without asking so they can get around issuing you a refund if you don't use them... *****************, who is the **************** Manager, had the nerve to send me a ***************** section they have separately on their website which states I have 30 days to return them if the store sharpens them... Yet nowhere in their return policies and guidelines does it state anything of any such... I just want my money back is all....Thank you for your time.

  Customer Answer

  Date: 01/10/2023

  ***************** the customer service manager reached out only to tell me hes not going to refund me.  Extremely combative and zero concern of the companys reputation with zero concerns of taking care of pure hockey customers.

  

  Business Response

  Date: 01/17/2023

  Complaint # ********
  
  Customer Name: *******************
  
  Complaint Status: RESOLVED
  
   
  
  Situation breakdown-
  
   
  
  Customer reaches out to our customer service team with questions on the return.
  Says they have unused skates they wish to return that they bought a year ago.
  We state in our return policy that unused items have an unlimited returns window.
  For a product to be considered unused, it must:
  Be in its original packaging.
  Show no scuffs, stains, dirt, or other marks that would indicate use.
  Still be in the same condition in which it was purchased.
  The customer returned the year old skate in used condition along with other items that didnt have any proof of purchase.
  We do offer returns on used items but it must be within 30 days of purchase.
  The skates showed scuffs, stains, and were sharpened.
  The footbeds also showed signs of use.
  These skates could not be resold and needed to be thrown away.
  The customer was not turned away given the issue with the skates that violated our return policy. We gave the customer a ********************** gift card.
  He was not happy with being given a gift card rather than a refund and contacted our customer service team.
   
  
   
  
  Throughout communication with this customer, they were trying to be deceptive with the details of their return. We had records of the prior conversations and brought up these points with the customer. We believe our policy is clear and the customers request being denied was correct as it violated many of our points or FAQ in our Returns & Exchanges section online. With that being said, we did end up issuing the customer a refund. The gift card was deactivated and a check was mailed to the customer. ***** is happy with this resolution.
  
   
  
  Please let me know if I can provide more information.
  
   
  
  Thank you,
  
  *****

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I ordered a customized H323031373**237303136H stick, order # **-2809657. I was not 100% certain what size to order, but before making payment, the website states: ORDER WITH CONFIDENCE!A Custom Equipment Specialist will contact you after your purchase to confirm all design selections and answer any questions you may have.The above statement strongly suggests that the customer will have a chance to CONFIRM ALL DESIGN SELECTIONS. I intended to inquire about the correct stick size for my son at this time. I was never given that opportunity. I was sent an email with the specs, but it was an auto-generated email sent immediately after purchase. Nowhere on the email did it state I had an opportunity to ask questions or officially confirm the design selections. The email actually specifies that the order is pending.... which to me meant awaiting confirmation from customer conversation with specialist. As soon as I saw that statement, I went ahead and paid knowing that I would have an opportunity to talk to a specialist, ask questions and confirm the details. I was never given that opportunity and the stick arrived on my doorstep.... I am disappointed to say the least and out close to $300. when I contacted the business (on three different occasions) I was told I received the stick I ordered .. but my complaint is actually in regards to the false advertising of stating I will have a chance to confirm the details and that I could order with confidence...

  Customer Answer

  Date: 01/02/2023

  I have not heard from the business in response to my complaint.it is disappointing as this was a Christmas gift and the issue was not resolved in time for the holiday or shortly thereafter.

  

  Business Response

  Date: 04/17/2024

  Hello *******, 

  My name is ********************* and I am the **************** Manager here at **********************. I am sorry that you had a negative experience with our company when ordering your custom stick. I see that you spoke with one of our  **************** Representatives around the time of the order and shortly afterwards. I am sorry that we did not send the confirmation spec email for the custom stick that you ordered, which led to a stick you were not happy with. If there is anything else we can do on our end to make up for this situation, please feel free to call our **************** line *************) and ask to speak with me (*********************).

  Again, I do apologize for the lack of communication during the custom stick experience, we hope that we can make it up to you in the future.

  Thanks,

  -Ben

• Initial Complaint

  Date:11/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company advertised for gift cards for the Black Friday opening. We waited in line for 2 hours then 2 minutes before the store open the stores spokesperson came out and said they were handing out coupons instead of gift cards. My wife said that was false advertising and the spokesperson got angry and said I dont care what you think.

  

  Business Response

  Date: 12/07/2022

  While there was some confusion and miscommunication surrounding our Black Friday promotion, we did not falsely advertise or intentionally mislead our customers. The promotion this year was different from years past but all emails, social media posts, and signs stated that the give-a-way was for promotional gift cards. While a random customer at every location did receive an actual gift card, the other cards handed out to the customers were promotional gift card where you had to spend a certain amount to get a certain amount off your purchase. For example, "Get $50 off your purchase, when you spend $100 or more".  We regret not promoting the give-a-way as "promotional gift cards dependent on a purchase" but we worked to remedy the situation with any customer who was not satisfied. Our *************************** reach out to every customer who contacted us or commented their unhappiness and provided an actual gift card in place of the promotional gift card. 

  Regarding the party who filed this complaint, we spoke to the family the day of the promotion, 11/25, explained the new promotion and provided the family with a Pure Hockey gift card to use in place of the promotional gift card they received. 

  We value all our customers and will work harder to communicate a clear message for all our promotions.

  Thank you. 

  
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have unsubscribed from their promotional emails that I never wanted at least two dozen times over the last two months. I am still receiving 1 to 2 emails a day with promotions. I do not want their promotions and have followed their process to unsubscribe and it continues to fail.

  Customer Answer

  Date: 09/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have not received additional spam emails from them since I submitted this complaint so I think they resolved this issue.  They did not reach out to me directly. 

  Regards,
  
  *******************