CoolHockey.com Reviews

The jerseys themselves have actually been good quality, but dealing with their support team is torture. I've got somewhere between 12 and 15 of their jerseys in my collection with more coming. Recently I had three orders placed. When the first one was two weeks past the estimated date, I fired off an email with some questions. Two days go by and it ships with zero response to what I asked. I check on the status of my other two orders and hear nothing back. Sent another email, then another, still nothing. After sending a long detailed email requesting immediate contact, I finally got a generic response about working through their backlog. Asked them again to actually answer my questions and got left hanging. Both orders showed up over a month late. First one was decent quality, so I'm hopeful about the others.

Put in my order early in January and they said it would arrive by the 18th. Then they pushed it to February 17th, claiming it was due to hand stitching work. The problem is I never even requested personalization on the jersey, but they made it mandatory. When I reached out asking for a shipping status, they assured me everything was on schedule and already being made. Come February 23rd, I got a notice that my order was cancelled because they ran out of stock. Pretty disappointing performance from Cool Hockey overall.

Used to be a fantastic company with solid customer service, but those days are long gone. Over the past year I've had two orders that either disappeared without a trace and got cancelled, or took nearly four months to arrive. Inventory management seems to be their nightmare. The worst part is this problem happened twice in a year, yet they apparently never bothered fixing it. That's just lazy when it comes to taking care of customers. They also took forever to respond to my complaints, sometimes weeks later, and just fed me generic apologies without any real accountability.

If there was a way to give less than one star, I absolutely would. This was a nightmare from start to finish. They promised my November 21st order would show up by December 15th. Then just before Christmas, they said it wouldn't make it but would get here before the year ended. It's December 30th and I've heard nothing. Emails go unanswered, phone calls go nowhere, and the company blocked me on social media. I've filed complaints with the Better Business Bureau and the Canadian Anti-Fraud Centre to sort this mess out.

It took a few follow-ups but I finally got excellent support when I needed it. Once they started responding, the replies came right back. My jersey showed up within two days of being shipped out. The work is fantastic too. Stitching, lettering, and numbering are all perfectly executed.

Absolutely terrible customer support at this place. They have serious problems with tracking what they have in stock. You confirm your order, everything looks good, then two days later they cancel it without warning.

Complete rip-off! I've seen lots of complaints from other customers claiming the company made excuses about shipping their orders, and now they pulled the exact same thing on me. Placed my order over a month back and suddenly they're telling me they can't deliver because of duties and tariffs. They offered a 20% refund (which never actually came through) and just told me to sit tight. Skip this place entirely.

Ordered a jersey with an estimated ship date of January 24th. After a week and a half went by with the order still showing unfulfilled, I contacted them and got an automated response. When I followed up, they claimed equipment issues and said it would be another 10 to 15 business days. Same day I asked if I could add a letter to the jersey since it hadn't been made yet. Haven't heard back since. The order still hasn't shipped. Tried reaching out via email, phone, and social media with no answers. A buddy of mine also ordered something that got cancelled two days later due to lack of stock. I've contacted the Better Business Bureau and my bank to fight for a refund. Still nothing from them as of now. Truly awful service.

Ordered a custom Kraken jersey with a name and patch. Six weeks passed before they finally said it shipped, but there was no tracking information included. A few weeks later I got an automated message with a tracking number that ended up being useless and the package couldn't be delivered. Still nothing from them despite emailing five times. Just keep getting automated replies about their business hours. I had to file a dispute with my credit card company to get my money back.

Got a jersey with their VIP Service option which supposedly means processing to shipment within 3 business days. It's been 22 days now. I forked over an extra hundred dollars for that service, sent multiple emails, and the order is still stuck on processing with zero shipping date or responses from anyone.