Ordered a T-shirt and received a hat
Ordered a T-shirt and received a hat. Currently been stuck in online chat for 15 minutes, agent has stopped responding.

Kitbag is an online retail platform specializing in sports merchandise, offering a wide selection of apparel, accessories, and memorabilia for fans of various sports. The company provides products from a range of teams and leagues, catering to sports enthusiasts looking to support their favorite clubs. With a focus on quality and authenticity, Kitbag sources officially licensed merchandise, ensuring customers receive genuine products. Targeting both individual consumers and sports organizations, Kitbag aims to meet the needs of fans seeking to express their loyalty through merchandise. The platform is designed for user convenience, featuring an intuitive interface that allows customers to easily browse and purchase items online. By providing a comprehensive range of sports-related products, Kitbag positions itself as a go-to destination for avid sports fans.
Kitbag receives a mix of feedback from customers, with a notable portion praising the fast delivery and quality of products. Many reviewers highlight their satisfaction with the speed of service, noting that items often arrive quickly and securely.
However, a significant number of complaints revolve around order accuracy, with customers frequently reporting receiving incorrect items or experiencing issues with customer service. Some express frustration over delayed responses and lack of resolution for their problems, particularly regarding returns and refunds. Despite these challenges, several consumers emphasize their positive experiences, appreciating the overall quality and value of the products. The sentiment is mixed, with a majority leaning towards positive experiences, but the recurring issues with order fulfillment and customer support cannot be overlooked.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.8 | 100 | 100% | -1.2 | ● Medium |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Apr 25 | 4.1 | 76 |
| May 25 | 3.5 | 12 |
| Jun 25 | 2.5 | 11 |
| Jul 25 | 1.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 100 most recent reviews.
“I was nervous about placing an order in light of the negative reviews, and it appears this website has a bunch of dup...”
“Avoid at All Costs – Unreliable Service and Broken Promises I placed an express delivery order with Kitbag on Monday...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Clothing Stores.
| Company | Overall | Legit | Delivery | Quality | Service | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 3.8 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 4.1 out of 5 (good) | 3.7 out of 5 (good) | — | 100 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 5.0 out of 5 (good) | +2% | 397 | |
| 2.0 out of 5 (poor) | 100 out of 100 | 1.9 out of 5 (poor) | 1.8 out of 5 (poor) | 1.9 out of 5 (poor) | +15% | 295 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 5.0 out of 5 (good) | −3% | 125 | |
| 3.0 out of 5 (fair) | 100 out of 100 | — | — | 2.7 out of 5 (poor) | −20% | 100 |
Bottom line: Kitbag is #3 of 5 on overall rating in this group. On service, Red Run scores higher (5.0 vs 3.7).
100 reviews of Kitbag. Filter by what matters to you.
Ordered a T-shirt and received a hat. Currently been stuck in online chat for 15 minutes, agent has stopped responding.
Tried to order a T shirt. It was wrong image to description to ref number. Brought it to your attention. I sent photos of wring item and the correct item, you offered to resend. It’s taken weeks and the same error has occurred, despite the fact I asked you to check.
So normally I don't have any issues buying from this store or the other shops from Fanatics, but 2 orders in a row I received shirts that are different then displayed at the content. The first order they really helped me out and accepted there offer. Yet again I received a shirt with similar issues including a number thats has been a little off stitched. After contacted the customer service several times now, and ask them how to fix this, they say "we will look into this" and after that they stop replying me? This not how you treat any customer i've been nothing but friendly, and I think if the customer service not replying it is truly unrespectful!
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J’ai commandé un jersey de baseball. Le 12 juin 2025. Ma commande n’est toujours pas à mon domicile je suis parti vérifier si j’avais pas pris option « prends ton temps pour être livré » j’ai pas coché la case. Puis je paie des frais port pourquoi ? Si la commande a mis plus de 10 jours. Mensonge sur le temps livraison.
Ne recommande pas du tout ce site. J’ai commander un premier maillot de Manchester City avec les badges Premier League et No racism et un flocage à l’arrière. A son arrivé il manquait le badge No racism. Pour s’excuser KitBag m’en renvoie un comportant tout pareil que la commande initiale (Bagde Premier League + No racism + Floquage à l’arrière) et à son arrive toujours pas, il n’y a pas le badge No racism. Alors que c’est un maillot qui me tenait particulièrement à cœur.
Avoid at All Costs – Unreliable Service and Broken Promises I placed an express delivery order with Kitbag on Monday, specifically to receive a football kit in time for an important match on Sunday. Given the urgency, I paid extra for express shipping, expecting timely processing and delivery. By Wednesday, my order status still showed as “processing,” so I contacted customer service. While they apologized and assured me the item would arrive by Friday, this turned out to be completely false. Today is Friday, and the order is still stuck in processing. No shipping confirmation. No updates. No delivery. As a result, I’m now left scrambling last minute without a kit for my match. This level of service is unacceptable, especially from a retailer claiming to be reliable. Empty promises, poor logistics, and zero accountability. Based on my experience, I would strongly advise others to stay away from this site. Do not trust this website.
I sent clothes back long time ago paid over 1500 swedish sek they recieved order and never paid my money back! and did not answer me anymore i will never order again and tommorow i will call police. yes its me who ordered chicago bulls nike tracksuit to sweden / sasan when i get my money back i will delete this.
14 Euro für die Rücksendung ist absolut übertrieben. Nach 14 Tagen habe ich zudem immernoch keine Rückerstattung für Ware erhalten. Kundenfreundlichkeit sieht anders. Auch auf email wurde bislang nicht geantwortet. Daher Vorsicht beim Kauf.
Service client complètement inexistant et à la ramasse. Le SAV qui me confirme par mail que mes frais de port du retour seront rembourser (12,30€ pour du relais colis c’est exorbitant) même si je dois les n’avancer à mes frais. Plus 1 mois pour ce faire rembourser un retour de commande… et pas de remboursement pour les frais de retour débourser. Cela fais chère pour un tableau de taille ne correspondant pas a la réalité du maillot.
I ordered a trainer from them. I immediately realised that I ordered the wrong size. When I tried to edit the order, they refused saying that it was shipped already, even though I just ordered it minutes before. it's now a week since I ordered and the status in the order hasn't changed, literally saying "data received", clearly not shipped. When I contact customer services, they are friendly but useless as all they say "order is shipped" but they are not able to provide evidence or exact status of where my order is!
They did not deliver my product and sent me emails telling me it’s still being shipped, then told me it’s my fault as I hadn’t contacted them within 45 days of a package not being delivered. Absolute joke customer service. Do yourself a massive favour and don’t buy from them!
had a very rude english gentleman, basically hang up on me after he kept on evading my question. "when will you send item once I have ordered?" Finally got an answer to say"We will send the day you order." I said "thankyou, thats the main question I wanted answered." he then said, "Look I dont think we want to sell to you because no matter what we do I don't think you will be happy" Now I can understand he may get difficult customers, but I sure wasn't, just didn't want to get burnt. I just had a bad experience where the clothing company online didn't send my product after ordering and was hoping to replicate the clothing from kitbag. Most disappointing.
Bought a baseball jersey and it was delivered to wrong address the photo supplied by royalmail to say it jad been delivered was not my house emailed kitbag it's now 5 days later and still no reply
I think it is ridiculous that I have to pay 14 euros for returning items I don't want. The return policy is a joke.
Awful experience. Kitbag sent the wrong order, when I tried to contact them they ignored my messages and then reported their policy didn’t allow for an exchange, despite them sending me the wrong order. Would never use again. Paid more elsewhere to get my son’s football kit on time and as ordered.
Kitbag is an online retail platform specializing in sports merchandise, offering a wide selection of apparel, accessories, and memorabilia for fans of various sports. The company provides products from a range of teams and leagues, catering to sports enthusiasts looking to support their favorite clubs. With a focus on quality and authenticity, Kitbag sources officially licensed merchandise, ensuring customers receive genuine products. Targeting both individual consumers and sports organizations, Kitbag aims to meet the needs of fans seeking to express their loyalty through merchandise. The platform is designed for user convenience, featuring an intuitive interface that allows customers to easily browse and purchase items online. By providing a comprehensive range of sports-related products, Kitbag positions itself as a go-to destination for avid sports fans.
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