MonkeySports Superstore - Greenwood Village — Local services in Greenwood Village

Every time I go to this location the service is a gamble. I have been here many times as it is difficult to find places that specialize in lacrosse gear and my daughter is a goalie. Max is fabulous and did a re-restring on her old goalie head as well as strung her new head exactly as she requested it. Keep in mind that some of the things that I consider service may or may not be in control of the people at the location, however your corporate office is in control and needs to empower those in charge to make it seamless to the eyes of the customer. Instead what has happened on several occasions the staff is ridged and inflexible as they were they other day when I purchased a gift card because the store did not have the size of cleat I wanted in stock and was told that if I purchased the cleat in stock just to have the gift in hand and returned it I could not have the store place an order to get the correct size in stock and then bring the incorrect size back into the store to exchange them after the holiday. I would have to pay for both pair. That is ridiculous! So the indifferent young man said I could purchase a gift card and give it to my daughter and let her have the cleat of her choosing from her online selection ( from the website) delivered to the store and then I could come pick them up. My husband and I went to the register where we told the nice young man how much the cleats were and he calculated how much they would be with tax at about $112.00 and my husband asked to make the gift card $115.00. At no time were we told about additional charges. So today my daughter was very excited about getting to select her new cleats. I called the store to confirm I could just have the cleats sent to the store and I am fairly sure based on voice and disposition that I was speaking with the same young person that had helped us the other night. I explained that I had purchased a gift card and that I had been told to get them picked up. He told me that either way I must pay shipping or a special order fee and that it was cheaper to pay the "$6.99 UPS" shipping fee than the "$10 special order fee" to pick them up in store and when I said that I was not paying that fee he said he could do nothing about it if he just ordered it it would be scanned into the general stock of the store and it would or could take up to 2 weeks to receive and it would not be guaranteed nor would it be sent with tracking. After expressing my displeasure about this for a few minutes I asked to speak to the manager. I started to explain the situation to him and what I got from him was a complete lack of understanding from him or genuine level of customer service. He decided to tell me that the store's stock level and the distribution center work on two separate entities. Really? What concern is that of mine? I am the customer and and without being rude I come to you to purchase a product, a product that you tell me you have and I product I exchange funds for, and now you want to charge me additional convenience fee to use when you operate under the same name. I told him NO!. Your staff (to include the person who I was told was in charge and responsible for the operation of your location has not the fortieth to know or insight to take care of such a wrong doing standing in front of him that he remained on the telephone trying to tell me that this was not his policy and this was how it was done. I finally told him that the customer service was reprehensible and that I would not be paying and additional $10 for a special order to have the order shipped to the store, I had even tried to order the cleats online as the rude man on the phone had suggested only to find out that the gift card I was sold could not be used online and that I would be on my way so he could fix it next! When we arrived he did fix the situation quickly and efficiently. He arranged to have the cleats sent directly to my home. This one star is based on your company policies, processes, and lack of overall...

I really wish I could give them zero stars due to my experience in the store. I walked into the store with my children looking for some hockey equipment and a baseball glove. When we walked in, there was 5 employees standing around in a circle conversating with one another and playing with lacrosse sticks. We were not greeted or asked anything when we walked into the store, just ignored. We made our way over to their baseball gloves, spent a few minutes looking, then proceeded over to their hockey equipment, more importantly Goalie equipment. I had done a search online for some new pads for ice hockey and located a couple nice sets priced like they were on clearance. I started looking around at the pads when finally a staff member approached and asked if I needed some help. I stated I saw the sets online, and was looking to see if they had them in store so I could look at them. The staff member looked at me up and down, asked “Are these for Ice or Street?” I stated they were for ice, he then looked at me again and said in a very condescending tone “Are these for you?” I stated yes , he then told me “You are just asking to get hurt”. This in now way came across as a joke, nor was it funny or acceptable. I am a 34 yr old who has been playing hockey (especially goalie) for 15 years now, so to imply that I do not know what I am looking for, that I do not know what sizes I need, that I do not know the difference between ice and street gear and to basically call me a liar about the equipment is not acceptable. We then went to his computer to look up the equipment because as he stated “we don’t have anything like that”. As he started looking he told me he was the Goalie Monkey Manager. He then located the pads I was talking about and said “we don’t have those.” Not even a let’s see what else we have or let’s see if we can order them or see if we have them coming in, none of that. Just a no we don’t have them, then he walked away.

After he walked away, we went back to the baseball gloves grabbed what we needed and walked up to the register. No staff member was at the register, they were still in their group at the front of the store. I had to walk up and ask them to check us out.

The only reason I bought from them was because they were the only ones with Baseball Gloves this time of year and it was a gift.

I have never felt so uncomfortable and like an inconvenience in a store before, and just because I’m not 18 does not mean I no longer play sports or anything. Shop here if you want to be talked down to and basically told that you don’t...

Walked in today (Wed.), to buy new hockey skates a bit after 11:45 am as the only customer in the store. I received no attention upon entering, from at least 4 employees near the entry door, so I found hockey skates and looked at the pretty good selection for 12 minutes. I stopped counting employees at 8 with almost all of them standing behind counters talking to other employees. After checking the robust selection, I walked out - again without notice or attention from a single employee. I went elsewhere and purchased skates. Since the employee's responsibility in retail is to recognize when customers are in the store and try to accomodate purchases, they failed completely. I gave 2 stars because the store seemed well-stocked. Hopefully corporate reads reviews.

I owned retail stores for 20 years and the employees in this store are either not being trained how to take care of customers - or they're simply not doing their job. Most of the criticisms I've read herein are almost exactly what I experienced, and yet nothing has changed. Any time I had a complaint about customer service, I checked the store video surveillance to see if the complaint had any merit. The management of this store should try it sometime and apply corrective training to their employees. Unless, of course, they...