NHLSHOP.com

Long story short, DO NOT BUY ANYTHING from NHLshop.com or Fanatics as they are the worst to deal with when you need them. I purchased a 16x20" Anaheim Ducks frame from them back in May and it came in great condition just way bigger than desired, as I did not realize that was not the item's actual size but the photo size - the inner part of frame. After ordering a smaller one and initiating a return on the larger one, an email was sent saying my label fee had been taken care of, to simply print and attach the label to my box and drop it off with USPS -- well, there was no label attachment or link in the email. So the next opportunity I had I called and they said they were looking into it and he made a note in my "file." Months later and several live chats, emails back-and-forth, I am still waiting on this damn return label. After working on the progress of things today, I found out apparently there is two! Emails sent out and she made a note in my "file" that I was not receiving the other email and I will be given a call back 1-3 business days where I am supposed to give them a tracking number for such notes. You see, the first email saying to simply print and attach my label to the box is not the email that contains such label -- there are two... Why? -- do you ask. Great Question! To make things more complicated, I guess. I just do not understand why it is so difficult to resend this email? Or make it accessible from my online account. I am able to view the order history, everything else -- just no, "hey print your return label *here* so we can get our freaking item back!" My point is: It is way too difficult as a consumer to use their services, so, think 50 times before you engage to do so. Touche

Shipping lists 4-7 day; once paid delivery 3 wks! Called; no answer, they call back hour later, no cancellation!

So, I ordered a jersey on the website. My wife and I are new to buying NHL jerseys, and we did not know which number matched the jerseys sizes. We only knew S, M, L, XL, etc. So, I used the size scale provided to purchase the correct size. I received the jersey, and the size I ordered was COMPLETELY TOO SMALL! Why have a size chart if it is not realistic nor helpful? I double checked the chart for accuracy, and Yep! Men's large is listed at 44. NOT EVEN CLOSE! So, I tried to exchange it. NOPE! YOU HAVE TO RETURN IT AND REORDER A NEW ITEM! So, I started the process. The options were to lose $10 and have the money put back on my card or have the money put on a Fanatics e-gift card for the full amount. I knew at this would cost me money as I used a coupon on the website, and it may not get the same discount. But I want all the money I spent back to reuse to get the correct jersey. So, I chose the e-gift card. I returned them item. I received the e-gift card, and you guessed it! They shorted me $7 dollars. SCREW THESES GUYS! Save your money go someplace else. They will still your money left and right.

Got what I ordered less than a week after I ordered it, both jerseys came with tags and no defects, would use again.

I haven't received my jersey yet but have already received 6 different reasons for taxes charged on my credit card. I live in Canada which is subject to a 5% GST tax. The tax charged was close to 10%. First I was told part of it is an International tax, then I was told that I could find my "invoice" online which showed all the charges. When I checked I saw that the GST had been reduced appropriately and an additional provincial tax was added! In Canada any invoice which reflects a GST charge must show the sellers GST registration number. In no case was this shown even though I asked for it on several occasions. Any company shipping to a province from another province is not allowed to charge provincial sales tax. This obviously is just another attempt to manipulate charges. Furthermore I was told my order had been shipped over a week ago and I could track it through the shippers (Fedex) online tracking system. When I entered the tracking number provided, I was told that no such number exists. They advertise as *******@shopCanada, nhl.com and claim they ship items from Canada but obviously this too is misleading. I will attempt one more time to call a supervisor and ask for a return authorization once and if my item arrives. As for the tax matter, I'm going to turn this over to the appropriate government revenue departments and let them investigate further. If this is done to me, I'm sure its been done to others as well and the government doesn't much care to be cheated! I WILL NEVER BUY FROM THESE PEOPLE AGAIN. THEY ARE DISHONEST AND NOT TO BE TRUSTED! STAY AWAY AND BUY SOMEWHERE ELSE!

Today I called Cristin who provided amazing, quick service. Much appreciated and I will definitely buy again.

Ordered a shirt for the 2019 Heritage Classic game. Original order was placed September 25th. After three weeks and no word from them I cancelled it due to poor service. I then re-ordered it because there was a 20% discount code that could be applied. It's November 5th and I am still waiting. The game was over a week ago. I called to cancel as there have been no updates only to be told that the order cannot be cancelled as it has gone to the warehouse and will be shipped later this week.

Appalling service and no concept of customer care. Do yourself a big favour and shop elsewhere.

Update- April 2021.

In spite of my previous experiences with NHL Shop I ordered another hockey shirt from them. Again I heard nothing for two weeks then received an email saying that my order would be delayed because of some unspecified issue they were having with their supplier but that ' If you choose not to wait, you may cancel your order at any time.'

So I called the helpline number and spoke with the rudest, most ignorant and unhelpful woman I have ever dealt with in my life who 'explained' that my order could not be cancelled- despite what the email said- because the system would not let her cancel it and that I couldn't speak to a manager or supervisor to try to get it sorted out. I wasn't very happy and hung up on her. Amusingly enough they then sent me a 'customer satisfaction survey' a few minutes after the call. I don't usually bother filling those in, but on this occasion…

I will NOT be ordering anything from this incompetent organization until they learn about customer service-which I suspect may be a very long time.

"Customer service" for this website is a laughable misnomer. They are incredibly useless. Breathtakingly inefficient and under trained. First, I made an order for the Disney Calgary Flames hoodie on November 6 with expedited shipping to receive quickly, in time for my Thanksgiving trip. They shipped it with some trash company named LaserShip that also has garbage reviews. LaserShip didn't even TRY to make delivery attempts to my military base (where USPS, UPS, and FedEx all have no issues making deliveries successfully) and returned it to sender instead... so I called 'customer service' and they issued me a refund for my expedited shipping and sent out another hoodie, expedited on them. What do I receive TWO WEEKS later? A Disney hoodie... but for the Blue Jackets. Yet, with a Flames barcode on it. Really? I called 'customer service' and they said they couldn't issue me another one for a third time because the system won't let them, when asked for further explanation he conferred with his supervisor and then told me, "we don't send items 3 times when you get the wrong thing because it could happen again."... what. Really? The h*ll kind of customer service is that?
I'm on a military base with no printer access so I can't print a return label. I requested they maybe do a workaround and send me a NEW ORDER of the same hoodie (so it doesn't read as a reissue) and include a return label in it for me to send the wrong one back (like an exchange!) And he said they couldn't do that.
He said my only option was to either go to the post office and pay out of pocket to return it and be reimbursed later, or keep the wrong hoodie. He also said I could just reorder it and he'd make a "supervisor note" to honor the sale price I purchased it under.
I've been placing orders from this website for as long as the website has been a thing, and it's always something new they manage to mess up. They need to really overhaul production, distribution, training, customer service providers, and efficiency of the entire "Shop NHL" branch of this. It's pathetic.

I've never shopped here before but figured it would be a good place to order a jersey from as it's a pretty known company. Worst decision ever. My first and last experience with them. As a new account member on the website I was supposed to get a 10% discount and I never did. Then ordered a jersey as a gift to give for December 2... supposed to get it by November 29 but they lost the jersey and could not find where it was. They did not send me any emails regarding my proof of purchase, where the jersey was or why it was delayed(I had to call them). I spoke to 5 different people or even more within that week and all gave me different answers, customer service was horrible, took no accountability and did not find solutions to fix my problem but instead "we can give you your money back". So I wanted to cancel my order as I had not received it and they could not cancel my order for me as they didn't know where it was. Also spoke to the head supervisor and they did not help me whatsoever. Got my jersey 3 weeks later... wanted to get my refund so I returned the jersey and it got to the warehouse within 4 days but Weird how it took 3 weeks to even deliver to my house. Asked for my money back. It says it takes 10 business days for the jersey to get to the ware house and another 7 days for the amount to come back on my visa... so I waited. Tracked my order and said it got to the warehouse in 4 days. It's now about 20 days in and still no refund on my visa. Called them numerous times and was on hold numerous times and they did not know why i never received an email and why the refund wasn't back so they have to manually add it in... which will take another 7 business days. Honestly It was the worst experience ever. Poor poor service and will never order here again.

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.