Kitbag www.kitbag.com Review

Overall Rating

I had previously ordered two personalised shirts from Kitbag without a problem.

Third time unlucky....I ordered a Chelsea goalkeeper shirt including official name and number printing, complete with 2 x Premier League badges on the sleeves. Paid an extortionate amount of money to have it delivered quickly, as it was a birthday gift.

The shirt rocks up 5 days later and there are no Premier League badges to be seen, despite my actual order being labelled over the bag and delivery receipt. What makes it worse is that the bag was full of promotional material. It was immensely frustrating to know Kitbag had put so much effort into including that when they couldn't even get my order correct.

It took 3 emails to even provoke a response from these clowns. I suggested they send me another shirt and I'd return this one to them, but that fell on deaf ears. Then some guy said I would receive the badges in 3-5 working days. After having explained my situation 3 times, I get this from some numpty in customer service (I have left in their grammatical and spelling errors)

"Can you please provide more information about this shirt? e.g. What has gone wrong on it etc.. As must information as possbile will be very helpful"

Next, they said I could return the shirt to them to have the badges printed. I said no to that. Then this...

"Your request has now been processed and the badges will be shipped today, please allow up to 17 working days for them to be received."

Well I flew off the handle at that point. I reminded Kitbag that I had ALREADY PAID to have the badges printed on the shirt initially and I expect that they be sent via express post too, because I cannot be held accountable for the incompetence of Kitbag.

The next day, I receive an email confirming my initial order.

So I sent another email asking them to advise me when the badges had been shipped and how long they will take to arrive. Two full working days later I still hadn't had a reply so I sent yet another email asking if they had been shipped....even if I do have to wait 17 days. I have since fired off 2 emails because they haven't responded (which totals about 10 emails in total) so I guess I'll either wait nearly 4 working weeks for the badges....or maybe forever.

The only reason I haven't sent the shirt back and got a refund through the bank is because I have ordered 2 x Premier League patches through Subside Sports, to whom I will go from now on.

In summary......

Kitbag will not go out of their way to rectify a problem, even if:

(a) they are the ones at fault
(b) they include alot of merchandising instead of making sure your order is correct
(c) you paid for express delivery; they won't send replacement items via express post
(d) you do have to wait standard delivery time to finish a job you have paid them to do they don't offer anything as a trade-off (ie. a pair of socks)

If you are lucky enough to get you item as you ordered it, you should be happy with it. However when you need to follow up on a Kitbag stuff-up they are useless. Their customer service is basically non-existent.

I won't be buying anything else from Kitbag.