Total Hockey

My experience at the Schaumburg TH was exceptional, could not have been better. After many years away from hockey, I am getting back into the sport and with that, needed to invest in full equipment, top to bottom. I did not have to request assistance, rather, was greeted by Frank, who could not have been more patient and informative of the store’s inventory. I felt the pricing was reasonable, selection was impressive and the service was outstanding. I look forward to a return visit where I’ll get my son outfitted with his gear.

I have been going here for a long time and have mostly had good experiences. Yesterday was another experience all together. they do have a good selection and prices are about the same as Jerry’s. Yesterday I went looking for a pair of skates for my sons’s birthday. We went to Jerry’s first and I knew which skates we wanted and what size we wanted to try. We stood around for 20 min then Tom asked if we needed help, I said yes and he sad well I asked you when you came in and he never did, but ok. i asked for a pair of CCM size 8 and he stated I have to measure him. I tried to explain that Jerry’s did and he interrupted me and said that «I don’t work at Jerry’s» and I tried to speak and he just telling me that «he has 42 years of experience». he was extremely rude and, after speaking to the store manager he did offer to help, but I was already headed out. I proceeded to Jerry’s and bought the skates I wanted w/​o being belittled.

I don’t even know where to start. Skip this store immediately and go to Jerry’s! You will thank me later. I buy all of my stuff at Jerry’s, but they where out of some of the stuff I needed. I decided to give the new kids on the block some biz and check it out. Total hockey has the worst customer service ever! I had a question about a stick and they didn’t know a damn think about it and acted like I was an idiot looking for a particular model. Further more, they are over priced by at least 10% compared to the competition.
They hire teenage kids, which is ok, but very unprofessional when something goes wrong. I bought a defective hoodie, a hockey stick, and a girl cup… the only thing I had no problems with was the girl cup. My stick broke in five min. Tried to return it… since some sticks have a thirty day guarantee… looked at me like I had three heads and ten year old manager offers ten percent off new one… no thanks! You are ten percent more than every one else!
Hate this place. Three strikes and you are out.

Horrible. To say the least. I don’t usually bitch about sport retail dealers because I’m in the business but these guys were straight asking for it. I just ordered a pair of inline skates from
because they had a good selection, reasonable pricing and offered free shipping. I waited patiently for four business days but nothing happened. So I called the customer service hotline to see what was going on with my order. I did not expect to have my skates after four days but it’s certainly enough time for them to process the order and ship it out. I was put on hold for about 20 min before I could speak to someone, haha I guess other people were having the same problem. When I finally got through to someone and explained the situation. They did not have a clue what was going on. Furthermore, they were not even apart of the same company and the lady started to give me an attitude when I tried to figure out what was going on. Just do yourself a favor and order from someone else because this website is a joke.

I’m from out of town but ran in to hopefully grab a new pair of knee pads. The employee that helped me was fantastic, he knew exactly what he was talking about and was a huge help. I highly recommend this store.

I was a Total Hockey super fan but I think I will reconsider where I spend my $.
Years ago, I found Total Hockey during a web search and purchased my son a helmet online and had good experience. Since that time, I have purchased hundreds, if not thousands of dollars in hockey gear from both online and (when in the Chicago area) from the stores. Liked their loyalty program and became a Gold, then Platinum member. I even promoted TH to my sons teams parents going so far as to putting TH coupons in golf outing fundraiser packages, etc.
Being from Michigan, we have tons of competing hockey stores here and I thought it was a pretty good thing that I purchased so much gear from my 3 hockey playing sons from Total Hockey (not in my state) when I could have purchased locally. Now I am perhaps regretting that decision.
The problems started when I purchased a Warrior jock/​compression short in October 12′ for my youngest son — no sooner had he worn it when it started coming apart at the seams. I contacted TH to return the item and they said they would send me return instructions. They never sent them, So I called their 1−800− number (which says 24 hours — it is just a message service after hours) they said they would have Customer Service contact me — they never did. So I called again during business hours — the person I spoke with (after waiting on hold for 10 minutes) said «it was a matter for Customer Service» (Wait, I thought I was talking to CS?) and they would contact me — CS never contacted me again. So, I sent TH and email via the CS link on the website. In fact, I have now sent them 2 emails — No RESPONSE!!! Very frustrating.
I am very disappointed with Total Hockey — any company can be great when you are spending cash with them but the problems show up when you have an issue. Do they have systems in place to retain customers and handle customer concerns? I bet Total Hockey doesn’t even know I had a problem (I would hate to thin they are just avoiding me and not responding on purpose). Their internal systems or communications are messed up and are not customer focused. What is the lifetime value of a customer for them? Thousands of dollars? Multiply that by how many customers they might lose in a year (and maybe not know it)? I’m sure any business owner would cringe at the true cost of lost customers if they really knew how much it was costing them. Hockey gear ain’t cheap. In the past few months I purchased sticks, skates, shoulder pads, jock, clothing, etc etc etc.
Some companies are so focused on marketing and growing stores — they forget about taking care of the customers they already have. It is disheartening to think that after 5 attempts, I can’t get a resolution. In this age of social communication — one bad experience can affect the purchasing decisions of thousands of review readers.
It is to bad — I really liked my relationship with Total Hockey but apparently they have some things to fix before I will spend $ with them again.

We went back today and had a much better experience. We had a female employee who is also a hockey player help my daughter size her new shoulder pads. Another guy working there helped us find a female «jilly» that my daughter wanted. Really great service. Very pleased.

kinda pricey but 90% of my gear is from this place :)

Do not get your skates sharpened here! Selection is good and prices are good, but the kids they have there sharpening skates are the worst. Bought 3 pairs of skates in last 2 years for my boys, and have had to have them resharpened every time. They were cut uneven 2x and almost flat a third time. They must not train their employees how to cut a pair of skates.

Miserable service, exceedingly poor 800 assistance who are not «empowered» to assist. Be Warned… DO NOT USE Total Hockey. I highly recommend Hockey Monkey

I walked into this place for the first time about a month ago and I was blown away,
They have the largest selection of hockey sticks I have ever seen at very competetive prices. They also have a ridiculously diverse set of jerseys.
I bought my gloves and stick here and they set the sticks up for you, bake your skates if you need them and have a great staff in general.
All hockey guys have to at least check this place out.