Boston ProShop — Local services in Boston

Before placing an online order, review the Boston ProShop's Better Business Bureau profile.

Let me preface with the fact that I've bought jerseys from the store in-person before, and never had an issue. This review is regarding the online store and abysmal customer service.

I ordered a jersey a month ago, and it arrived quickly and was in great shape. This is the only reason for two stars, they at least got it right one time. However, I decided to order another jersey on sale, and it arrived defective. I called between 15 and 20 times to arrange an exchange, no one answered; my two voicemails went ignored. I used the ProShop online portal to message them, no reply. I decided I didn't want to wait for the return window to close, so I mailed it back per instructions on their website, with a kind letter stating the reason for return. I included a pre-paid return label in case they could offer an exchange. I had to reach out a few times after they received the jersey before they offered the refund, with no apology for the oversight in quality control or any attempt make things right for a returning customer. Between the shipping each way and return label, I am out $50. Lesson learned.

Regarding the jersey they let ship from their store (see images): 1.) The nameplate was sublimated with faux twill - something an NHL Team's official store should never sell, they should always be stitched letters. 2.) The stitching on the poorly cut numbers looks like it was done in the dark. 3.) The jersey front crest was off-center (though I don't have a good representative image) 4.) The "K" in the nameplate was significantly wrinkled as a result of the stitching, and therefor cannot be fixed without replacement.

No big deal, mistakes happen, I am not upset that they missed this one, or that I had to return it. I am upset that they made absolutely no effort to make it right or to keep a customer. They sell other jerseys, I offered to pay the difference if needed for an alternative, and they decided I am not worth the hassle.

For the Boston ProShop and Delaware North: if you would like to improve my experience so that this review can be more positive, and to earn back my business, you know how to...

I will start off by saying that going into the ProShop and ordering off their website are two completely different experiences as stated by others. This review is for their online ordering as we no longer live in the area and still enjoy ordering our Bruins items from the ProShop. We ordered an autographed swatch in April before playoffs along with a T-shirt. We received the shirt right away with a note stating that the other item would be shipped separately. Okay, I am fine with that. We have the tracking number and the photo of the shirt being delivered, but no swatch. We paid extra for the secure ship or whatever they call it for the purpose that we did not want it to get lost. We have ordered autographed pictures from them before and received them a little late, but again, we were fine with that. We have now left a few voicemails (the mailbox is now full) and sent two emails without response, and it is just short of three months from our order date and not in the holiday season. An update would be great, but nothing is being received. As a business, this has got to be better by miles. I am sure there would be less one stars if we could at least get updates. Any suggestions on how to contact a person to discuss our order? Any help is appreciated. We would appreciate the memorabilia we ordered for our themed room.

Update: I have given them one more star due to finally receiving the order. We have received our order after four months of waiting. We were able to contact the ProShop by Facebook Messenger. It took a few back and forths to finally get it. The order was correct; however, the box arrived damaged (not the ProShop's fault) and the frame for our Autographed Swatch was damaged. According to the FedEx tracking, it was sent out a couple of weeks ago. We are currently working with them to get a replacement piece out. I will update again if/when we are able to get it replaced.

Update 2: Damaged item was replaced and a return label was provided to return it in. Received the replacement in approximately...

Online buyers beware- while we have ordered from here with no issue before, my last order has been a nightmare. I got an email saying my order shipped two days after placing it, but it never showed up. The shipping email is useless as none of the tracking links or numbers work, and customer service has been nonexistent. I downloaded the Route shipping app it recommended when I placed the order and that still says “awaiting ETA” and even though it says it’s shipping with DHL express, the shipping number doesn’t exist when I try to track it directly on their website. I’ve emailed multiple times but no one has responded. I called all the phones numbers I could find for them, but despite calling during business hours it goes to voicemail and no one has returned my calls. I did finally get someone on Facebook messenger to say they were going to look into this and reply back asap, but it has been a week since then and after two more follow up messages looking for an update, no one has responded since. After a lot of digging I found on the pro shop website that if your tracking number starts with BAR it supposedly shipped with Optima, but they are just as impossible to get in touch with- no one has responded to my message to provide confirmation that my package was actually delivered. It is going on three weeks since I placed my order and I am now out over $100, two gifts, and and item that is no longer available in my size, and will have to dispute this...