I read the reviews for this company sadly after I had ordered from them.The general consensus from trust pilot was that the firm was OK but sadly the individual reviews showed a severe lack of custo... See more
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Review summary
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Can't fault the service, very quick delivery but unfortunately the items we ordered didn't fit so had to be returned. Why only 3 stars then? The web site does state that refunds can take up to 14 da... See more
Company replied
Decent website with a good choice, very fast delivery too. Unforntuantly my initial return didn’t get refunded so I had to call to ask them to get it sorted, the call cost me over £14 to contact them... See more
Company replied
Poor customer service. No order status update, worse was never told when order had been dispatched or expected delivery date. It did arrive more information would have been nice.
Company replied
Company details
Written by the company
We feel your passion and aim to provide you with everything you need to follow the beautiful game. Kitbag is the home for football online - Your club's colours run through our veins. When you think football, think Kitbag - we've got you sorted. A globally-renowned football specialist and authority in our field, www.kitbag.com is home to a huge amount of official replica kit for English Premier League giants Arsenal, Chelsea, Everton, Liverpool, Manchester City, Manchester United, Tottenham Hotspur and others. We are happy to offer a huge range of player and custom printing, so whether you're a fan of Sergio Agüero, Philippe Coutinho, Cristiano Ronaldo, Eden Hazard, Harry Kane, Lionel Messi, Wayne Rooney, Alexis Sánchez or Neymar JR, Kitbag Online Store UK can help you show your player passion like never before. Our website is managed by Fanatics (International) Ltd. As the global leader in licensed sports merchandise, Fanatics delivers to over 180 countries, runs stores in over 12 languages and supports multi-lingual call centres incorporating 11 languages. Fanatics extended the reach of its licensed sports merchandise business by acquiring UK-based international sports e-commerce company, Kitbag Online Store UK on February 2nd 2016. It now supports and compliments Fanatics’ successful U.S. operation by focusing on partnerships with the biggest sporting teams and organisations around the world. Operating from its base in the UK’s sporting stronghold of Manchester, the international business provides online, retail and end-to-end event solutions for nearly 30 partners across various sports. Fanatics has relationships with globally recognised English Premier League, La Liga, Bundesliga, Ligue 1 and SPL football clubs, along with representation across all major US Sports Leagues, Golf, Rugby, F1 and Tennis. Internationally, Fanatics also delivers specific global leadership in event, city centre and in-venue retail; providing expertise at leading soccer, rugby and golfing venues. Fulfilment and service infrastructure has also expanded internationally, leveraging the historic expertise of Kitbag Online Store UK in international markets and integrating with the marketing and technology solutions traditionally used by Fanatics across its sites and partners in the U.S. Kitbag Online Store UK at www.kitbag.com is operated under licence by Fanatics.
Contact info
Touchet Hall Road, M24 2FL, Middleton, United Kingdom
- +44 (0) 345 408 4345
- customer.services@kitbag.com
- www.kitbag.com
3.5
Average
8K reviews
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Really poor customer service
Really poor customer service. I tried to resolve a returns issue via the online chat and they just repeatedly quoted their T&C’s at me. Avoid!
3 February 2026
Unprompted review
Reply from Kitbag
Hello, I am very sorry to hear that you had a bad experience with us. Please contact us by e-mail at customerfirst@fanatics.com with your order number so that we can resolve your problem as quickly as possible. We look forward to your feedback!
Joanna
Waste of time and money
Waste of time and money. This company does not answer emails when you have a problem. I had to lodge a dispute. They sent a faulty item and are charging me to return their item. This company lacks communication skills and quality control. Seriously, they let products go out with the logo printed crooked and upside down, then don't respond and don't offer reply paid.
2 February 2026
Unprompted review
Reply from Kitbag
Hello Fiona, thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration and inconvenience you’ve faced, this is certainly not the level of service or quality we aim to provide. I hope that my actions help find a satisfactory solution for you. I reviewed your order and followed up in a separate email regarding the efforts made today. Warm regards, Adrianna
Take your money somewhere else
Hide information on standard items being unreturnable. Full disclosure...it's there, but hidden behind suggestions that only customised kit isn't returnable. I wanted to swap an unused, fully labelled kit for a larger size...not sure exactly whats up with that. They aren't interested in normal policy, so take your money elsewhere to be certain you can get help if an item isn't right.
28 January 2026
Unprompted review
Reply from Kitbag
Hello Tom, we are very sorry to hear about the issue with your return and the inconvenience it has caused. Unfortunately, we weren't provided with your order number, so we’re currently unable to look into the specific details of your case. We understand how frustrating this experience must be, and it's certainly not the level of service we aim to provide. Our team reached out for more information to further assist you. At your earliest convenience, please contact us at customerfirst@fanatics.com with your order number, and we will be happy to further review this for you. Warm regards, Adrianna
Sent incorrect size & charged me to return it!
I purchased a sweatshirt for the Olympics from this store. I received an XL garment and not the M ordered. I contacted customer service TWICE, each time a week apart and did not get a response. Eventually I gave up and sent the item for refund. I paid £3.95 postage and then insultingly had to pay £2.99 to return the item! This means Kitbag effectively charged me £7.94 for their error! What a waste of money! I can see from other reviewers they have had the same issue, looks like some customer service training urgently needed! Needless to say, I won’t be ordering my replacement item from here!
**Update: 26/01 - I have now received a refund for the postage & the garment which I have returned ***
14 January 2026
Unprompted review
Reply from Kitbag
Hi Annette, Thank you for taking the time to update your review. I am happy to hear that you were able to get the assistance that you needed. If you need anything else, please do not hesitate to contact us. Sincerely, Stacy
Hi, Annette. We appreciate your feedback, and we are sorry for your experience. We have reached out to you via email. We hope to hear from you soon. Sincerely, Morgan
Absurd – “Goodwill” 30% Coupon Made My Purchase More Expensive!
After my previous order was cancelled, Kitbag kindly gave me a 30% off “goodwill” coupon as compensation. Sounds great, right?
Wrong. Now there’s a public 50% off promotion on the site, but codes can’t stack. Using their 30% code actually makes the item MORE EXPENSIVE than just using the current 50% deal!
How ironic: their “apology” gesture ends up costing me more. Pointed this out politely to support, but they said no stacking, no adjustment. This is ridiculous and feels like poor customer care.
Won’t shop sales here again – the compensation backfired spectacularly. Avoid for promo hunting.
25 January 2026
Unprompted review
Reply from Kitbag
Hello Rio, Thank you for reaching out and for providing us with feedback. My deepest apologies that your order was canceled and that you are not happy with the 30% coupon code we have provided you. This is not the experience we want for our Fans; I am here to help. After reviewing our website, I see that you are running a promotion on our website, which is currently up to 50% off some items on our website. Please keep in mind that the coupon code that we provided for you is valid for six months from the date your coupon was created. Concerning your order being canceled, we have passed your experience along to the appropriate department, and it is being looked into. Since you have already received a refund, we wanted to reach out to you and apologize immensely for the troubles you have encountered. Please feel free to reach out to us if we can help you further in any way. Thanks, Sam
Terrible company
Terrible company, worse customer services. Bought two tops, sent wrong size, would not exchange/refund.
Repeatedly cut me off whilst trying to contact via live chat.
15 January 2026
Unprompted review
Reply from Kitbag
Hello Mr. Vernon, I am sorry to hear that you are unhappy with our customer service and our return/exchange policy, and I appreciate you bringing it to my attention. I am happy to help. I have reviewed your order and sent you an email to the email address that was on the order. We apologize again for the inconvenience, and we hope to hear from you soon. Sincerely, Sam
Cancelled my order 2 weeks after…
Kitbag cancelled my order 2 weeks after receiving shipping confirmation as the courier ‘could not find my address’. Kitbag customer support tells me I can still reorder using the same discount code however the item is now sold out in my size. Horrendous customer service and communication.
15 January 2026
Unprompted review
Reply from Kitbag
Hello Alex, we are truly sorry for the frustration caused by the cancellation of your order. We completely understand how disappointing it must be, and we sincerely apologize for the inconvenience. Although we make every effort to keep our product availability up to date, sometimes our items sell so quickly, that our inventory levels in the system do not update as quickly as they should. My apologies. I hope that my actions help find a satisfactory solution for you. I reviewed your order and followed up in a separate email regarding the efforts made today. Warm regards, Adrianna
NFL Merchandise to AUS
I read the reviews on here and was hesitant, but I can not fault the service received from Kitbag. My Denver Broncos jersey arrived in Australia faster than items shipped from the Denver Broncos NFL Shop. Tracking was updated regularly, and the jersey and footbal arrived in perfect condition. I would use Kitbag for NFL merchandise again.
14 January 2026
Unprompted review
Don't bother!
I ordered 2 t shirts,when they arrived 1 was the wrong one.I sent it back,I PAID the postage.Replacement arrived today,it was same as the one I sent back!The original order nbr was,279-6051-9564.
13 January 2026
Unprompted review
Reply from Kitbag
Hello John,
I am sorry for the issues related to your order, and I am here to lend a hand to help. Today I located your order and reached out using the contact information provided. I look forward to your response at your convenience. Warmest regards, Madison
DO NOT ORDER
DO NOT ORDER. I ORDERED THE AUTHENTIC MAN UNITED AWAY TOP AND RECIEVED A REGULAR ONE WITHOUT THE ADIDAS AUTHENTIC LABEL IN BOTTOM LEFT OF.TOP
I EMAILED PHOTOS AND SHPWED THEM WHEN YOU SCAN THE BARCODE TAKES YOU TO ADIDAS AUTHENTIC UNITED TOP ZOOMED IN AND SHOWED LABEL. THEY THEN RESENT ME THE SHIRT ONLY TO SEND THE SAME NON AUTHENTIC TOP.
12 January 2026
Unprompted review
Reply from Kitbag
Hello Rebecca, I am sorry to hear that the adidas Authentic tag was missing from both of your jerseys, and I appreciate you bringing it to my attention. I am happy to help. I have reviewed your order and sent you an email to the email address that was on the order. We apologize again for the inconvenience, and we hope to hear from you soon. Sincerely, Sam
Terrible Kitbag Service
Not recommended. Another week of delayed or follow up response to refund my order. No estimated time or update from Kitbag to resolve this imminently. Response has been delayed for nearly 3 weeks and a very disappointed service rendered by Kitbag.
29 December 2025
Unprompted review
Reply from Kitbag
Hello! Thank you for your feedback and we apologize for the confusion and inconvenience associated with your order. Your satisfaction is crucial to us and we are making every effort to provide you with a better shopping experience. I have contacted you via email to offer additional assistance. We always remain at your disposal. Sincerely, Joanna
Great and simple process with the app
Great and simple process with the app. Order sports gear for my grandson. Great quality and fast delivery.
8 December 2025
Very fast and efficient service
7 January 2026
No reply or refund for second item
Honestly, I can't really fault for delivery time/quality. BUT I returned two men's size small Manchester united tops due to them being way too big for my son, but only received a refund for one of the tops.. I have sent numerous emails since 27/12/2025 and have still not had a reply or received a refund for the second top. As a single mum of 2, this is not something I can just let go.
8 January 2026
Unprompted review
Reply from Kitbag
Hi Jay, I appreciate your feedback regarding the delivery and quality. I am sorry to hear about the trouble with your return and the missing refund for the second top. I will investigate the matter and follow up with you via email. Sincerely, Stacy
Im very frustrated and disappointed
Im very frustrated and disappointed, I ordered a Manchester city black away shirt with Cherki 10 on the back, when the shirt was delivered it was printed wrong, it said Cheerki 10 instead of Cherki 10, everytime I try to phone kitbag customer services within opening times the call cuts off immediately, and every time I try to email kitbag customer services theres always an error and im unable to send and email, beyond a joke at this point, definitely not buying from kitbag again would rather by from the actual Manchester website and pay the price! Payed £100 aswell, money down the drain!
2 January 2026
Unprompted review
Reply from Kitbag
Hi Kirsty-Ann, I am sorry your shirt's printing was incorrect and that you've had trouble contacting us. I appreciate your feedback and will investigate the issues and contact you directly to assist you further. I look forward to helping you resolve this issue. Sincerely, Stacy
Very disappointing
I ordered a Liverpool Pre Match black shirt as a Christmas present for my grandson on 3rd December. Delivery was as promised. It was given to my grandson on Christmas Day. Unfortunately it was too small for him. The next size was available on the website but going through the return process there was no option for an exchange. I phoned Customer Services and was told my only option was to return the item pay the return postage and re-order paying a further delivery charge! Asked if any allowance had been made for Xmas gift returns to which I was told not.
My original purchase was with a £12 discount bringing the price to £28 plus £3.95 postage. Returning the shirt cost me £2.99. The discount is no longer available so to re-order the next size would now cost me £40 plus a further £3.95 postage! And it would appear I will only receive a £28 refund (which I hope won’t take as long as some of the other reviews)
I won’t be ordering from this company again. Very poor service.
Updated review
Following my review I received a response from Kitbag apologising and offering me a 30% discount on next order.
As my order was a Christmas present for my grandson I decided to reorder the larger size using this discount which would bring the price down to the £28 original price. However I had to pay a further £3.95 delivery.
I emailed Kitbag pointing out that with my original postage charge, return charge and reorder charge totalling £10.89 this made the discount offered worthless. Had this not been a Christmas present I definitely would not have reordered.
Following this I received a further response from Kitbag again apologising advising they had refunded my return postage and my reorder postage charge.
This was a welcome outcome however I do feel Kitbag should look at adopting a product exchange option for a size exchange as do most online retailers.
It has put me off ordering from this site again unless I am 100% sure the size I am ordering would definitely fit the recipient.
Thankfully I have received the reorder and my grandson is able to wear his Christmas present
29 December 2025
Unprompted review
Reply from Kitbag
Hello, we appreciate you bringing this to our attention. We are sorry the shirt did not fit and you were disappointed with the return process and additional costs. I just contacted you to clarify the problem that occurred. Please check your mailbox. We look forward to your reply and hope that we will be able to compensate for the trouble caused.
Best regards, Joanna
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