I first learned of Hockey Monkey a couple years ago while searching for hockey gear through Google’s shopping link. One of the products I wanted was available from their site. If you’re familiar with Google Products you know that beneath some of the merchants there is a link to read reviews from past customers. I read the reviews for Hockey Monkey (provided by Reseller Ratings) and all of them were negative. Although disconcerting, I didn’t let that deter me from making a purchase. I figured these reviews were probably ignorant customers who were upset because they ordered the wrong size stick or thought their skates would fit like slippers. I honestly thought I was smarter than them.
What a mistake.
Truth is, my first few purchases from Hockey Monkey went well. I got what I wanted in a timely manner. They never provided me with tracking info, but other than that, no real problems. Then it came time for my first return. Remember, that cage I ordered? The FM480 I recently reviewed? I ordered a LARGE cage for my LARGE helmet, and according to CCM’s website, it is supposed to fit my Bauer HH5000. Well, it doesn’t.
So I made a phone call.
I reassured the customer service department, that I wasn’t an idiot. I know how to mount a cage and I know how it should fit, and this cage did not fit this helmet. No problem they said, send it back and we will even waive the 15% restocking fee and we’ll send you the Medium size. I asked if they could cross-ship the replacement. They told me there would be a $5 rush fee. Fine. Then they said they would have to charge my card for the new cage and refund the charge as soon as the received the return item. FINE.
If you want to catch up on the math, I’ll fill you in:
Original cost: $34.99 w/ 10% coupon = $31.49
+ $11.98 shipping
Replacement cost: $31.49
+ $11.98 shipping
+ $5 rush fee
Sub Total: $48.47
+ $6 to cover sending the return item back
GRAND TOTAL: $97.94
Yes, at this point I had spent almost $100 and had nothing to show for it. One mask was in the mail heading to Hockey Monkey, while the other was on its way. The mask arrived shortly before the refund to my card did. However, the refund amount? $31.49. The cost of the original mask. That’s it!
I called for an explanation.
“Why was I charged a $5 “rush fee”? I asked, “I didn’t receive my product any faster than last time”
“That was to negate the 15% restocking fee.”
“The 15% restocking fee of $4.72 for my item that cost $31.49?”
(Somehow hearing it out loud didn’t help them)
“OK, wouldn’t it have made more sense for me to purchase the replacement mask as a new customer, or better yet, from another online retailer?”
“I don’t know, that was completely up to you, everything was disclosed. It was your decision”
“Somehow I think if it was disclosed, I would not have made that decision”
“What do you want us to do about it?”
“Refund my $5 fee, the $6 shipping cost of sending it back to you, and the cost of shipping for the replacement. You sold me a defective product. Make it right”
“We’re not going to do that”
“OK. So I paid over $60 for a $30 mask. That sucks.”
“Can I help you with anything else?”
“Anything else? You didn’t help me at all!” Click.
Now all I have is the internet to share my woes. All I ask is that you side with me and buy from somewhere besides Hockey Monkey. Ice Warehouse, Hockey Giant, I don’t care. Better yet, go to a pro shop in your town. (Unfortunately, mine doesn’t have one.) Anything but Hockey Monkey. Looking at their Facebook Page tells me I’m not alone. The reviews on Epinions share the same sentiments. Many forums echo these complaints as well.
Hockey Monkey, if you are reading this, consider it a call out. This is your chance to make it right.
The above review represents the opinion of the author. Unique experiences may not be representative of the company as a whole.