Complaints

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

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  National Hockey League

  1185 Avenue of the Americas New York, NY 10036-2601

• 

  GSI Commerce

  935 First Avenue King of Prussia, PA 19406-1342

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:02/14/2025

  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 order my husband a canucks jersey for Christmas September 21, 2024 I order this early because I was having Surgery - a ************ November 29th and wouldn't be able to bend to wrap anything after that.I received it in October 2024 and wrapped it up to be *************** came and unfortunately it was too big on him.I contacted NHL shop December 28 2024 to return the jersey and refund due to the size. They said their policy was 90 days. I explained that I technically am within the ****************************************************************************************************************** a return label within 10 business days. Nothing came - I called again the first week in January and same thing. They agreed to help me and send me a return label within 10 days. I called another time after that and same *********** I talked to them via chat and now they are saying it is too late to return and would not help me.

  Business Response

  Date: 02/19/2025

  Dear BBB of ********************* and ********* *******,

  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding not being able to return their order.
  
  To rectify this issue, we have taken the following steps:We found that the product was outside of the return timeframe due to shipping from one of our partners. To make things right, we waived the return fee,provided a return label, and confirmed it has been received. Additionally, we are implementing measures to prevent similar issues from occurring in the future, including advising the consumer of the return policy for products shipped directly from our trusted partners.

  We understand the importance of feedback,and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

  Sincerely,
  ******* *** ********* ************ ****

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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.

  While attempting to seek a resolution to a consumer TV rights issue, the NHL offered no true customer service option through which to find help. The NHL redirects people to its *********************** center. However, they don't broadcast games themselves so that links to to the **** customer support (US), ********* customer support (CAD), and the ******************** fan shop (outsourced to Fanatics). ****************************************************** I am subscribed to ESPN+ and the NHL Network through xFinity. On Friday 1/10/2025 the NHL Network broadcast the Capitals and Canadiens game instead of the scheduled and headlined Red Wings and Blackhawks game. Because of this, ***** did not and, reported to me that they, will not carry the ********* and ********** game. This is because they will not broadcast anything simultaneously with the NHL Network. But xFinity and ESPN+ customer support, which are excellent, cannot do anything to rectify this issue. NHL has one AI line of "support" on their link that I can only submit tickets, but never redirect to a human agent. They have two phone numbers that ask customers to either text them or email them. The League does not represent itself to customers because they have tagged so many affiliates to offer their product. But with the NHL brand on all of it, they should be culpable for customer support services.

  Business Response

  Date: 02/11/2025

  Good afternoon!  We continue to investigate this complaint and are working on our response.  We aim to provide it by the end of the week.  Thank you!

• Initial Complaint

  Date:11/13/2023

  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.

  How do you air such a disgusting commercial full of **** and torture (thanksgiving movie) during your games? Complete filth with blood spattering and people in ovens and frozen to deathwtf that is absolutely unacceptable. Im trying to watch your sport with my young daughters and because of that horrible garbage commercial they never want to watch hockey with me again. Drop that sponsor or tell them to chill tf out with their ads. The brainwashed masses will still go watch that trash before it influences them to carry out violence in their personal lives, without full **** needing to be in a commercial that normal families have to suffer through.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by National Hockey League regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 01/17/2024

  We write in response to the BBB complaint,dated November 13, 2023, initiated by customer ********************* (#*********. We deny any allegation of wrongdoing.
  
              It is not at all clear from the complaint which game the complainant is referring to (or from which broadcasting service such game was viewed).  That said, as a general matter, broadcasters are responsible for placing advertising content in connection with broadcasts of NHL games and the NHL has no transparency into such practices.
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/28/2023

  Type:Sales and Advertising 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.

  As a loyal supporter of my local team and a long time season ticket holder, I am so disappointed to see the NHLs increasing advertising from and linkage with the online betting industry. Why does the NHL choose to partner with such an industry? It taints the game and the league. The advertising is so unpleasant and incessant that *** stopped watching televised games and Im hesitant to renew my tickets for next year. Hockey has had a great deal of negative press in the last few years. Why make it worse by linking the game and the league to online betting?Thanks for reading my request.*************************

  Business Response

  Date: 04/04/2023

  We write in response to the BBB complaint, dated March 28,2023, initiated by ************************* (ID# *********. The NHL confirms that it has received the complaint and acknowledges the customers views. The NHLs decision to do business with companies that promote sports betting is made in the NHLs business judgment and in accordance with relevant laws, rules, regulations and policies, as is the case for individual broadcasters and media companies for the specific advertising they run during their NHL broadcasts and coverage.  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly. Please feel free to contact us if there are any questions or further discussion is required.

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The NHL's answer is " we are legally allowed to accept sports betting advertising and we will continue to do so". The issue is their actions are wrong for the game of hockey, for the fans, the families that attend and watch broadcasted games, and society in general. It's so disappointing to receive such a disrespectful response.

  The league believes it's legally right to be morally wrong. You're losing loyal longstanding season ticket holders and fans one mistake at a time.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:03/21/2023

  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.

  The NHL just signed a 10 YEAR DEAL with Fanatics to make them the official jersey supplier of the league. This is very upsetting and honestly they should be embarrassed. Fanatics jersey quality *****, feel cheaply made and fit between authentic jerseys and Chinese knock-offs. I dont know how jersey quality has been decreasing year over year, I bought a jersey ~5 years ago with the jersey straps on them and strings and now we get Fanatic jerseys???? Honestly, it shouldn't suppose me after hearing the commissioner ******* say that polls have shown that fans find games more watchable with digital ads all over the boards rather than the real ones. This is just another item on the list showing how out of touch him and the entire league is. I mean look at them ditching ESPN for Versus, which killed the growth of the game going from a huge national station to a smaller one. NHL just keeps making decisions based on money and whats gonna give them the biggest bag, Fanatics probably gave them an offer they couldnt refuse after selling crappy quality jerseys for $280 and making huge margins on it. Now I know to buy my jerseys this year since I wont be buying them for 10 years.

  Business Response

  Date: 03/30/2023

  We write in response to the BBB complaint, dated March 21, 2023, initiated by ******************* (ID# *********. The NHL confirms that it has received the complaint and acknowledges the customers views.  The selection of Fanatics to become the NHLs new official on-ice uniform outfitter and supplier of authentic jerseys at retail beginning in the 2024-25 NHL season was made in the NHLs business judgment for a variety of reasons, including Fanatics experience in making a growing collection of sports performance and technical products.  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact us if there are any questions or further discussion is required.

• Initial Complaint

  Date:01/03/2023

  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.

  Hello and happy Friday! I wanted to please reach out because I attempted to contact your corporate office However, you guys are currently closed.I wanted to please reach out and just expressed my concerns regarding some thing I had come across that was really disturbing. Recently I found out its somehow tradition to throw animals at your hockey games, especially octopuses.However, in the past, there have been many other animals as well, such as chickens, catfish, squid, etcI believe we can all agree thats extremely cruel and unfair, we are civilized humans and are just trying to progress forward to teach our families better, and to be more sympathetic and empathetic towards others, especially animals.I understand that some people may not be used to those types of animals however, imagine if youre on pet whether it be a dog, cat, hamster, or anything else was thrown at a game, thats not cool at all.

  Business Response

  Date: 02/13/2023

  We write in response to the BBB complaint dated January 3, 2023 initiated by *************************** (#********).  The NHL has investigated this matter and we deny any allegation of wrongdoing.
  
  We do not condone the throwing of animals onto the ice during NHL games or at any other hockey-related event.  The NHL explicitly prohibits fans from bringing to NHL games any projectiles and objects that could be used to disrupt game play, including animals intended to be thrown onto the ice.  Additionally, the NHLs long standing and widely adhered to Fan Code of Conduct specifically states that fans may not engage in throwing objects while attending an NHL game or otherwise interfere with the NHL game in any manner. 
  
  The consequences for violating the Fan Code of Conduct and other arena-specific rules to which fans may be subject,include, without limitation, potential immediate ejection from the applicable NHL arena.
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact us if you have any questions or wish to discuss this matter further.
  
  
  Sincerely,
  *****************************
                
  Counsel

  **************************************

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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.

  Why, should a fan of an original six team, be required to stay up until 10:30 pm eastern time, to watch their home team play hockey. On a Saturday night. We could have played this game during the day. I pay so much money, and pay SO MUCH PERSONAL TIME, to this team, and the NHL. *********************** HAS TO GO. This doesn't end here. Don't F with NYR fans. This isn't over.

  Business Response

  Date: 12/13/2022

  We write in response to the BBB complaint,dated November 22, 2022, initiated by customer ************************* (#*********. The ******************** denies any allegation of wrongdoing.
  
  While not entirely clear from the complaint, it appears that the game that the complainant is referring to is the matchup between the New York Rangers and the San **** Sharks on Saturday, November 19.  That game took place at the ************************** arena (the Sharks home arena) as part of the Rangers ********** schedule.  As the home team, the start time for this game took place at the Sharks preferred start time.  Moreover, regular season games in the Pacific Time Zone typically do not start earlier than 10:00pm ET/7:00pm PT. 
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As an east coast hockey fan, I find it cruel that west coast teams cannot start even just one hour early so that we can view the games at a more tolerable 9pm eastern.  Especially if the fans are young, it is unfair.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:10/24/2022

  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 purchased a yearly subscription to watch NHL.TV for the entirety of the 2022-3 season. The streaming has been horrible. Among the many issues, games cannot be accessed as it continues to not recognize my login information ( though logged in - the app continues to reset my login while using), no streaming feeds in some cases, parts and end of games are not broadcast, and no audio for periods at a time. I paid $99 for the year of viewing and I have yet to see a complete game without issue.I have contacted NHL.TV in detail and the first response I received was a bot offering troubleshooting suggestions followed by a statement saying my it (= my long list of issues) had been resolved. Another subsequent email received a response saying that the issues were being sent to the appropriate section (over a week ago) and no response since then In spite of new complaints, including video sample, of the additional problems I have encountered since my initial contact. This is the only service offering NHL access for overseas viewers and I hope every day they fix the problems because I have never missed a season. Also, if I request a refund, it is not available as per their contract. I am also unable to join again if I cancel my subscription ( even if a refund were an option). My only hope is that you can help me contact them to resolve their issues before any more of the season passes.

  Business Response

  Date: 11/10/2022

  We write in response to the BBB complaint,dated October 24, 2022, initiated by customer ********************* (#*********. *********************** and its customer service department is currently operated by ************* LLC (Sportradar) and its merchant provider, ************ (******) on behalf of the NHL. ****** has investigated this matter and while we apologize for the inconvenience, we deny any allegation of wrongdoing.
  
  NHL.TV was completely re-designed and re-launched in October as a new application. ****** has advised that many of the issues raised by the complainant have already been addressed, while certain technical issues are still being worked through as expeditiously as possible.  Notwithstanding the foregoing, ****** offered the complainant a refund of his subscription that he declined. 
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ** * ******** ** ***** ********** * * * * * *** ***************************** *** ********** ***** ** ****** ******** ***** ********************* ****************** ***** ******* ******** *** **** ***** ** *** ***** ********** *********************************************** ******** ** * ********

  
  

  To whom it may concern,

   

  I have just received an email from BBB stating that We have no received your response to confirm this complaint has been resolved.  I was not aware that I needed to respond but would like to update you on the most recent contact from the NHL.TV Support Leader. 

   

  In all honesty, the service (=broadcast of the games) has improved greatly from the start of the NHL season (and the time I felt forced to contact BBB).  My issues continue to be with the marketing and sales of a product that does not work as they claim it does and the assumption (as indicated in their email below) that customers should be patient (and keep paying full price) until they can resolve all of the bumps/issues that they agree are happening.  I have included the final 3 exchanges between NHL.TV and myself.  Though they offered the option of a refund, my true concern with accepting their offer of a refund is that it will end my service and access to viewing NHL games through their service (even though it is slowly improving).  This streaming service is the only option for watching NHL games in ***** and therefore I dont want to accept this offer.  I would rather suffer with the wait for them to fix their technical issues (however upsetting and unfair I feel that this is).  I should mention (as I do in my response below), I never asked BBB or NHL.TV for a refund (out of fear of losing this streaming service) though they seem to keep pushing it as their only choice of resolution. 

   

  I am content with the improvements to their streaming service, however, I still believe that companies like NHL.TV should not be allowed to misadvertise and market their product without some sort of repercussions.  I do not feel that it is fair for the customer to have to pay for a service that is not completely functional without any compensation.

   

  If you have any questions regarding my email, please contact me at this address and I will do my best to explain further.

   

  Best regards,

   

  *********************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************