Complaints

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:10/19/2024

  Type:Delivery 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.

  October. Paid 140. Items never received. company is no help. terrible customer service. no communications. ***** track#: ************

  Business Response

  Date: 11/05/2024

  Thank you for taking the time to share your experience with us. We genuinely value your feedback, as it helps us to continually improve the service we offer to valued customers like you.
  We apologize for any frustration caused by the recent issues with your shipping experience. We understand that reliable and timely delivery is important to you, and we are committed to working closely with our shipping partners, including *****, to ensure smoother and more reliable service moving forward.
  Please know that we truly value your business and are dedicated to making things right. We hope youll give us another opportunity to serve you better in the future. If theres anything specific, we can do to make up for this experience, please feel free to reach out to us directly.
  Thank you again for your patience and for being a part of the MonkeySports community.

• Initial Complaint

  Date:02/19/2024

  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.

  I purchased a hockey stick from Hockey Monkey on 2/9, and it said it should arrive in 5 business days. Today, on 2/19, I called and asked for a tracking update, and they informed me that the stick had arrived back on 2/13 according to ***** tracking.This hockey stick was over $100, so I would have assumed it would need to be signed for (or at the very least not just left outside our house). It seems like BEST CASE scenario, the stick was just dropped off on the super busy main road we live on, and was swiped. So now I'm just out the entire $$ from the purchase, and have been waiting around this entire time for no stick.I've lived at this house for 7 years, and only had a couple instances where packages were stolen (I wish so badly, they could drop them off behind the house instead of literally on the edge of a main road, with tons of pedestrian traffic). But in those instances, Amazon was extremely helpful in remedying the packages that didn't make it to me.Hockey Monkey on the other hand is literally just like "sorry, nothing we can do." Which is absolutely ridiculous!NEVER order from Hockey Monkey! It's a border-line SCAM! Order from reputable companies that will actually get you the products you order. I plan to report this to my credit card carrier as well, and will surely plan on posting a review on every site I can get my hands on + let everyone I know here in the hockey community know what to expect when ordering their gear from Hockey Monkey.

  Business Response

  Date: 02/22/2024

  We sincerely apologize for the frustrating experience you've had with your recent purchase from Hockey Monkey. We understand the disappointment and inconvenience this has caused you, and We want to assure you that we take your concerns seriously.
  We apologize for any confusion regarding the delivery of your hockey stick. It is truly disheartening to hear that it may have been misplaced or, at worst, taken. We are actively investigating this matter to determine what went wrong and how we can prevent such issues in the future.
  We fully acknowledge the importance of your purchase and the investment you made in our products. Please know that your feedback is invaluable, and we are committed to addressing this issue promptly. We would like to personally ensure that we take every necessary step to find a resolution for you.
  If you could provide me with your order details, We will escalate this matter to our customer service team immediately. We genuinely appreciate your patience and understanding as we work to rectify this situation.
  Once again, we apologize for the inconvenience you've experienced, and we are determined to regain your trust in our service.

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because:   There was no solution offered, rather just a request for my order information.

  My order# is 3001467830 and the order date was 2/9.

  Business Response

  Date: 02/26/2024

  Once again, I apologize for the inconvenience you've experienced, and we are determined to regain your trust in our service. We would like to offer you 15% of your next order with us.

  Thanks 

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because:   15% off my next purchase? Seriously??

  The only acceptable solution to this is a refund or new stick sent to me (preferably one that required a signature of acceptance to be delivered, or at the very least kept at *** for me to pick up). I honestly can't tell if the 15% was in addition to a refund or instead of, but if that was legit all that was proposed, that's incredibly unacceptable and honestly a little disrespectful.

• Initial Complaint

  Date:02/15/2024

  Type:Product 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.

  Sale date : 6/6/2023 Item returned, and refund began 12/20/23 I have called the business 5 times between January and February 15th, they say a system error led to backlog of refunds being issued. Im told meetings about the issue have happened, but other than being advised to keep calling for updates they offer no date of resolution/refund.

  Business Response

  Date: 02/21/2024

  I am truly sorry to hear about the challenges you've faced with the refund for your purchase on 6/6/2023. It must be incredibly frustrating to have to make multiple calls without a clear resolution in sight. I can understand how important it is to have a timely resolution, and it's disheartening to hear about the system error causing a backlog of refunds.
  It's disconcerting when you're left in the dark without a definite date for resolution, despite being assured that discussions and meetings have taken place. Your patience and persistence are commendable, and we want to express our empathy for the inconvenience this situation has caused you.
  In these circumstances, it's crucial for clear communication and provide a transparent timeline for issue resolution. We recognize the impact this delay has on its customers and takes swift action to rectify the situation. Please know that we sincerely hope for a positive outcome for you and a speedy resolution to this matter.
  If there's anything we can do to assist or support you during this challenging time, please don't hesitate to reach out. Wishing your patience and a favorable resolution soon.
  Warm regards,

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because:   I still havent got my refund 

  Business Response

  Date: 02/26/2024

  Once again, I apologize for the inconvenience you've experienced, and we are determined to regain your trust in our service. At this, we would like to offer you a 15% on your next order with us.

   

  Customer Answer

  Date: 03/09/2024

  I accept their offer of 15% off future order how can I claim this?

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  Ordered Mitt 11-25-23 Package shipped 11/27/23 Package lost on 11/30/23 Contacted Baseball Monkey customer service 12/4/23 *************** lead got a confirmation of lost package email 12/5/23 Contacted baseball monkey customer service with information from fed ex 12/5/23 Contacted Baseball monkey to verify reship was told to wait I requested a refund and was told if I needed the item re purchase it and wait for a refund when they complete their claim with fed ex 12/11/23

  Customer Answer

  Date: 12/14/2023

  Was called on 12/14/2023 the claim was accepted and they will soon reship the product.

• Initial Complaint

  Date:10/02/2023

  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 I ordered a hockey helmet and cage combo for my daughter. Turns out shes not playing for that team therefore it is no longer required(never used).Order was placed on the 17 August 2023. Since the beginning of September my spouse and I have called approx 10 times. Left voicemail messages and selected the call back option. I tried the English and French route both ending with being told Im first in line then forwarded to voice mail. All Im looking for is the *** Number for order # **********. It would be greatly appreciated if this could be looked into.

  Business Response

  Date: 10/05/2023

  Good morning *******, First, we want to thank you for your ongoing business. Second, we sincerely apologize. Please know that this communication issue is not the norm. In the future, please contact us at ****************************** or call us at ************.  We have reached out to management at our ****** location and asked that they have someone contact you about this.  You should be hearing from ****** shortly if not already.  If the item is not customized and is still in new and unused condition, we will be happy to issue the return authorization number to you as it is our policy. Thank you for your loyalty to MonkeySports. We hope to have another opportunity to make this up to you.

• Initial Complaint

  Date:06/01/2023

  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 hockey jerseys for $146 online through their website www.goaliemonkey.com There is an option for adding a logo but it does not state that is custom option, only that you get 1 dollar off the price if you choose it. I did not need the jerseys anymore and tried to return them but they would not as they state it is a custom option, however no where on their site through the process does it indicate at all that adding a logo is custom. They are very clear in adding a name or number is custom. I called them and talked to multiple people and they could not point to where it indicates the logo option is custom, and just state that the consumer should know it is custom. I feel this is misleading and deceptive product label and false advertisement as they indicate a name and number is custom and customer has to pay for that, but does not state the logo is custom and customer actually gets a discount if selected.

  Business Response

  Date: 06/08/2023

  Dear **********************,  Thank you for your ongoing business.  We appreciate you thinking of ** for your jersey needs on multiple occasions. We apologize if there is some frustration about having logos put on your jerseys thus making them unfit for return. As we tried to explain on the phone, ********* put on a jersey are considered to be custom. This is because they were not made as part of the original, pre-customization jersey, whether it be our logo or any other logo as not everyone is interested in having logos on their jerseys and we would be unable to resell the return. Although we cannot offer a refund, we would like to offer an olive branch in the form of a 15% discount on your next purchase. We are truly sorry for the inconvenience and hope to be given the opportunity to provide you with better services in the future.

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because:   Nowhere on your site does it indicate that a Goalie Monkey Logo is a custom option and not able to be returned if you select it.  If I had known it was custom, I would not have ordered them.   It is clear with custom name and number.   For this reason I feel this product is  misleading to the consumer and I would like a full refund.

  Business Response

  Date: 06/14/2023

  We still hope to regain your business in the future. Our offer of a 15% discount will be waiting for you when you are ready.

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:   as noted with original complaint, the business does not address the fact that no where on their site does it indicate that adding a 'goalie monkey logo' is a custom option making product not eligible for return.

• Initial Complaint

  Date:12/29/2022

  Type:Delivery 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.

  In August I placed an order for custom *****'s pads from goaliemonkey.com. At the time, the initial estimate was ***** weeks from when the order was placed. We live in *******, but my daughter is going to school in MA. The pads initially should have arrived in time for her birthday (Early January). They will not arrive until late January. This is not a big deal, so I requested Goalie Monkey update the shipping address to my daughter's school address, so she can wear them as soon as they are ready. I have been back and forth with Goalie Monkey support and they have given multiple conflicting reasons as to why they cannot update the shipping address. I even offered to pick them up at a store near my daughter. **************** in unwilling to help in any way. I have added her address to my address book and shipped other items to her from their website. I just want the pads delivered directly to her to cut down on any further delays. There are other stores I can order from and in the future that is what I will likely do.

  Business Response

  Date: 01/05/2023

  Dear valued customer,
  First, we want to take a moment and thank you for your ongoing business. We have checked on your *****'s custom goalie gear and it is due to ship to you direct from *****'s between January 25, 2023 and February 3, 2023.
  When you placed your order, a drop-down field appeared that needs to be read and selected before the order was considered complete: "*****'s Custom Processing Time". The drop-down shows 22 to 24 weeks (5.5 to 6 months). We have that on the order to ensure there are no surprises and you know when to expect your product to be completed.
  *****'s has the same processing time for all retail companies that a customer can order from. We understand the wait can be difficult; however, the good news is your custom gear shows at this moment that it should arrive at your residence in ******, ** ** within the next few weeks. Our company has had a protocol regarding changing a ship-to address in our Terms and Conditions for as long as we have been in business. ********************************************************************************************************************************* This protocol does not allow shipments to be changed per agreements with our financial institutions. So, it's not that we do not want to help. We do ask you to please understand that per our Terms and Conditions, we cannot change a ship-to address once an order has been placed.
  See Attachment/File: Can I change the ship-to address for my order_ _ GoalieMonkey Support.pdf

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per your Shipping policy: If you need to change an address, you may cancel the existing order if it hasn't been processed for shipping; and place a new order with the corrected shipping address. This option was never presented as an alternative. The order could have simply been resubmitted to your financial institution without impacting the delivery schedule with *****'s. At this point, I will consider this a ****** learned and will place my orders through another vendor (Pure Goalie, ******'s, etc).

  Business Response

  Date: 01/09/2023

  Dear valued customer,
  We wish to thank you for your business with us. As your order is a custom order and was submitted to *****'s back in August 2022, we are unable to change the shipping address as *****'s will not allow changes or cancellations when the custom product is already in the production cycle.
  Rest assured, your *****'s custom goalie leg pads will be shipping from *****'s in the next couple of weeks. *****'s will not allow for a shipping address change in the final stages of production. We look forward to doing business with you again soon.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have contacted *****'s requesting they send me a copy of their shipping policy. Again, Goalie Monkey is changing the rationale behind why they cannot make changes.

  Customer Answer

  Date: 01/10/2023

  ***Document Attached***
  Here is the text of the email I sent to *****'s and their response: (I can attach as PDF)
  *********************** <********************>
  To:
  ******************
  
  Tue, Jan 10 at 8:48 AM
  
  Sir or Ma'am,
  
  Can you please send me your shipping policy for custom ordered pads? I ordered custom *****'s pads for my daughter in August. We knew she would be going to prep school in the ****** area, but did not have her school mailing address at the time. I tried to change the shipping address through Goalie Monkey several weeks ago as my wife and I live in *******, which is where the pads are due to be shipped to. I just wanted the pads to be shipped directly to my daughter since the school has a person to receive shipments for the students and so she can use the new pads as soon as possible. I paid full price for custom adult pads even though she wears what would be considered an intermediate sized pad if we bought the off-the-shelf version of the same pads. Goalie Monkey will not work with me to update the shipping address. I will now have to pay to ship them from ******* to ****** and my daughter will have to wait an additional week to use the pads we have been waiting for since the order was placed in August. Please let me know if there is anything you can do. I have been a *********************** customer as both my daughter and I wear *****'s pads, gloves, and blockers . Her glove and blocker being custom, as well as the pads we are waiting on.
  
  Regards,
  ***********************
  ************
  
  
  
  
  ******************* <******************>
  To:
  '***********************'
  
  Tue, Jan 10 at 3:05 PM
  
  Hi ***,
  
  For any change to order to shipping, we require notification from the place of purchase. they retailer would need to contact our customer service to make the change.
  
  
  
  *******************
  
  
  
  Untitled-1
  
  
  
  *****'S CUSTOM SPORTS
  
  ***************************************************************************
  
  WEB: www.goaliesonly.com
  
  
  See Attachment/File: Yahoo Mail - RE_ Custom Order DeliveryResponse.pdf

  Customer Answer

  Date: 01/11/2023

  Please close this case as I have worked with *****'s and goalie monkey's support staff to get the shipping address updated. I appreciate both companies working with me to resolve this issue.

  Business Response

  Date: 01/13/2023

  Dearest customer, We apologize that our service did not satisfy your expectations. We will strive to do better. We wish to thank you for the additional business you gave us today as well. We are doing our best to ensure this will be a better experience for you.

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for changing the shipping address. I appreciate Goalie Monkey working with me to get this issue resolved.

• Initial Complaint

  Date:12/01/2022

  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.

  I ordered a True Goalie Stick November 25th. Although the site indicates orders process within 1-2 business days I still have not received shipping. I have tried contacting the company by email, phone and their online chat. There is no one to actually talk to about anything. The phone goes straight to voicemail no matter what option you choose. I have left multiple messages and no phone call back. The chat says "currently replying in under 6 minutes' but no one is responding I tried for over an hour. My email with claim number ********** has not been responded to other than an automated reply with the claim number. This is to be a Christmas present and we can not afford to order from somewhere else now HockeyMonkey has our money. DO NOT USE THIS WEBSITE. There is NO customer service.

  Business Response

  Date: 02/24/2023

  Business Response /* (1000, 5, 2022/12/05) */ Good morning, *******. We appreciate your business. We did have a delay on Goalie Sticks shipments due to a lack of proper boxes. However, we should have been in contact with you to answer your concerns. Customer service will be following up with you shortly. We will get this resolved right away. We apologize for the worry and sincerely thank you for your business.

• Initial Complaint

  Date:09/16/2022

  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.

  Ordered Roller Hockey skates for my wife on 07/19/2022. Fedex states package was deliver on 07/21/2022. Packaged was not delivered to the correct address- missing package. Contacted hockey monkey who states they would file a claim through fed-ex. Received a voicemail from fed-ex stating they can not find the package on 07/23/22. Received another voicemail on 08/17/2022 stating that they still can not find the missing package and to follow back up with hockey monkey directly. Have been trying to get a refund from hockey monkey, but they will not reimburse due to fed-ex stating package was delivered. Hockey skates valued over $500. I do not have the skates and they will not refund me.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/28) */ Contact Name and Title: Victor J****** Contact Phone: ********** Contact Email: ******************************* We appreciate that you have chosen MonkeySports to do business with, we do apologies for the miscommunication that has occurred. Our records we have shown we've been in communication with you and your wife on these issues. We would like to make this situation right. It does show by Fed-Ex the item was delivered, but we understand you say otherwise. Please reach out to use and we might be able to send a new pair to make sure you received what you have paid for. We will speak with Fed-Ex ones again to see how this may have happened. We hope to continue doing business with you in the future.