Ice Locker Reviews 12

Disgusting lack of service and dismissal of customers.

Ordered a retro Giants jersey online back on 4 September 2023. I was in town and could not pick the order up in Belfast as it had to be made. So I requested it be forwarded to my home address in Norfolk and paid the Royal Mail invoice, but the order was never shipped.

I followed up multiple times, and finally received a response in January 2024 that the jersey had been awaiting pickup in Belfast since October 2023. I again requested it be shipped to my address and forwarded the paid shipping invoice.

It is now mid-March and I still don't have the jersey or any kind of follow up from Ice Locker Belfast, despite multiple phone calls and emails. I did speak to someone at the Nottingham location who assured me several days ago he would have management follow up with Belfast and get in touch with me shortly. That still hasn't happened.

It is completely ridiculous and disrespectful to ignore customers in this way. I am traveling to Belfast next week and I can't even get anyone to confirm if the jersey is still in the shop or not. I have a feeling I'm now out the £75 and my other fear is I have no hope of receiving a refund with how complete unresponsive this company is.

I'd love to delete this review having received the either the jersey or refund with an apology, but I'm not holding my breath. Shop elsewhere.

We bought our daughter her first own pair of skates at Ice Locker Nottingham. We paid a deposit and the boots came the following week and fitted by a member of staff Lily who was very helpful. We have been in numerous times and find Lily and Lauren very welcoming and warm and it makes going in there such a joy . Great product knowledge and excellent customer service

I received 2 of the same hoodie for Christmas. Went into Panthersland to ask how I should return one. They emailed someone at icelocker and said I’d hear back regarding how to return, this was 31 Dec.

After multiple weeks and me calling many times, they told me to post back. We did this almost 4 weeks ago now. I’ve emailed, but no response. Called, no one answers. Left voicemails but no one comes back to me. I then went into Icelocker and the staff member was unable to help. They chased the refund up and said we’d hear back soon. Almost a week later and nothing!! Called again and no answer

We are down money now, they have the hoodie, it’s ridiculous!! 2 months later and it seems impossible to get this resolved.

It's a scam!

Ordered online, they charged my card and delivered nothing. Despite weeks of trying to contact them, they won't reply to emails, they have no phone number for their online business, and their shops can't or won't help with online orders.

Avoid at all costs!

I visited Ice Locker's Guildford shop, where the staff was very helpful and polite. As they did not have the item in stock, they recommended me to order it online to my home address because 'I would get it quicker'. I placed the order, the estimated shipping time was 5 days. They have not sent the item since and they are uncontactable.

Their shops have phone numbers but the staff who answer the calls are unable to give any help or updates with online orders.

They have only an email address for online order enquires, and their automatic reply promises answer within 5 days, however they do not bother to answer emails at all.

Basically they are uncontactable if you order anything online, so you cannot even cancel your order. They take your money and disappear.

If i could give zero stars i would. Poor service, poor staff, poor communication, honestly do not understand how this business is still going! So i Ordered items on 31st dec, i hear nothing until 20th jan when they email telling me one of the items is out of stock but could have a different colour. I email them back to confirm the swap and also ask about complaints procedure because this is not the first time ive had this experience with them, I get absolutely NO reply and do not hear anything until 31st jan when i get an email saying items have been dispatched. My experience with icelocker is extremely negative and i should have learnt the first time round. I will not be shopping here again. A month for dispatch is unbelievable and not acceptable, no communication on top of that is bad customer service

I’ve placed 3 recent orders with Ice Locker and each time have found them to be well priced and very helpful via email. They kindly upgraded my shipping service to make sure I received my order as quickly as possible. I will certainly use Ice Locker again and would have no hesitation in recommending them.

The range of skates this shop offers is good, sadly the service is well below par! Staff seems overworked and undertrained, they are uninterested and at times abrupt and rude with customers. This is a shop that really needs to look at staff training and sadly a managers constant supervision seems to be required.

I have been in to the shop on many occasions the staff are very helpful and always friendly the manager was amazing when I had a panic attack he calmed me down I would give the staff 10/10 for great service

I ordered 2no. hockey sticks and 2no. rolls tape, paid for them and received my confirmation email stating that they would email again once shipped. After waiting 4 days I finally received an email stating that I have been fully refunded. Absolutely no explanation, no number to call.
...meanwhile 4 boys go stir crazy, desperate to play street hockey together. not impressed.

First order placed and very impressed. Good value practice top and rapid delivery. Many thanks.

3 weeks and my order hasn’t arrived. No response to emails and no one answers the phone.