Sports Headquarters — Local services in Rochester

This used to be a 5 star business. We have outfitted multiple kids for multiple sports over the last SEVERAL Years. Customer service by every employee was always top notch. Recently, it has been inconsistent to say the least. Went in on Monday with a team full of jerseys to be lettered. Usually, this process only takes a few days. On the 4th day I called to see about the time line for completion. I was told that additional letters had to be ordered. I let their employee Joe know that I would have appreciated a quick call about the situation earlier in the week. He was great about assuring me that he would personally ensure that all the jerseys got done as soon as the additional letters arrived. I felt confident about the situation when I hung up. The next day I went to drop off a few more jerseys to be added to the order. Karl, who had taken the jerseys from me on Monday proceeded to be rude and argumentative towards myself and my 10 year old son in front of other customers in the store. He raised his voice (borderline yelling), pointed his finger, and berated me for the phone call I placed the day before. He kept shouting. "We're not a print shop. We're doing you a favor." I looked around. The other employees turned a blind eye, and a deaf ear. No one came over to intercede. Not even the owner who may have been in shouting distance. I was taken aback to say the least. Appalled. Uncomfortable. Embarrassed....as if I had done something wrong. I apologized in an attempt to pacify Karl's outburst. The attack did not end. Offensive slander on his part ensued after my exit. I have never asked anyone for a favor at Sports Headquarters. Jersey letter pressing is a service this business has offered for a number of years. This was my 5th set of jerseys to be pressed at this shop. I WAS a paying customer. I don't believe in the old adage, "The Customer is always right." However, I do believe that treating people in kind is the best business practice one can have. After all; the next time it might be your mom, sister, or kid coming in for service at Sports Headquarters. If they do... I pray you don't get Karl. ...

My wife took my 13 year old son into the store yesterday, the worst experience ever, they asked about the club fitting process and the pga professional was absolutely rude to them I cannot believe he would talk to my son like that. He loves the game of golf and my wife was speechless on how rude he was. We just moved back to the area after being gone for 8 years and my son also plays hockey and we will probably not step foot back that store after being talked to that way , it is just unfortunate that some people have treat other people that way , now we will travel to the cities or Scheels to get my son fitted for clubs. You can’t judge a person by there age. One of his comments where club fitting is for serious golfers , you don’t know us and have no idea how serious he is and how much he loves the game of golf. Hopefully your not this way to everyone that comes in...

As we approach the 22-23 youth hcokey season I felt compelled to review Sports HQ. This is a clean, well organized, fair priced and professionally staffed sporting good store.

While my main focus is on hockey my kids rotate sport by season and Sports HQ is always able to meet my needs. The staff is knowledgeable about products I am interested in buying. My kids have even gotten to know the staff and will interact with them which makes my life easier when trying on skates and other equipment.

This place is awesome and full of sports equipment treasures. I would tell you that you are missing out if you haven’t dropped by the store to meet Ron, Alec...