I ordered 3 items from NHLShop. My order arrived pretty quickly and everything was great with the first two items. The third was the correct size but not the right style or pattern (toddler onesie). I contacted customer service and they were quick to arrange a free return label and send out the "right" one. I sent back the incorrect item but when I received the replacement, I found they sent the exact same incorrect style and pattern again. My guess is they stocked the wrong SKU in the wrong spot. None the less, I contacted them again and explained. They gave the same blanket copy paste fake apology and were rude and unhelpful. Eventually the chat just. Ghosted? I had to chat in again and explain again and got the same copy paste apology. They said they'd arrange a refund. I asked to arrange the correct product be sent instead and they agreed. Through that conversation I specified only one onesie was incorrect. When I left the conversation and received the return label email which asked me to send back two of my items. I had to chat in a 4th time and asked them to check the ticket to make sure they were only expecting one. I didn't want to receive two and be charged for the second. They claimed they couldn't check it but i could just send back the one (mhmm). They said to wait for the confirmation email when they send out the replacement within 72 hours. I never received that email. I contacted them back a few days later for the now 5th time. I immediately asked for a supervisor hoping i could get this fixed properly. The rep tells me there's no supervisor on shift at that time. I called bull. I said it's the middle of the week in the middle of the day (time zone considered due Canada since this was NHLShop.ca). Asked again for a supervisor. The rep went to "check" and came back giving me the general phone number claiming i had to call in to talk to one. This was either terrible decision making on part of NHLShop to not offer escalated support over chat, a medium they offer for support, or this rep was sick of me and trying to push me off his docket. I think I know which but either way, they lied full out. I am now very frustrated and explain i cannot call in. I'm at home with an infant and a toddler and being on the phone for any length of time is very hard. After accepting i wasn't going to get the escalated support, i explain the situation yet again. The rep tells me the ticket... which he could look up... was marked as for a refund. Now I'm very very frustrated. Are you kidding me? He tells me they cannot replace the item because it's "reached the maximum number of reships". Seriously. I said ONCE? It's been reshipped ONE time! The rep agreed to override that and reship the item with a note to check the pattern and style. At this point I was tempted to take the refund but I've been lied to and brushed off so much that I just don't trust i would actually get a refund and I would be out a product once I sent back the onesie. I settle on a hope and a expected, never received the replacement shipping email. Several weeks later I sit here with the wrong product, no communication from them, no refund and no replacement ever arrived. IF you decide to shop here despite all the bad reviews, just be aware if they mess up your order trying to get anything corrected is not worth your time. I have 4 of the chat transcripts to prove it. Once they have your money they do not care.