Quick Update

To our customers and skate community,

We are writing to address a recent situation involving a customer who has made serious allegations and threats toward the Skate Factory team. These threats, which include physical violence, have been reported to the police. We are currently working with the investigating officer to ensure the safety of our staff.

The incident pertains to a purchase made by Stefan Atkinson (LE11, Leicester) on November 3rd. The customer contacted us on January 20th, 85 days after receiving a pair of Bauer XLS skates, requesting a refund. Although this was well beyond our 30-day return policy, our team initially reached out to see how we could assist. Unfortunately, this offer was met with abusive and threatening language.

Due to this continued aggression, we have taken the following actions:

1. Refusal of Service: We have withdrawn all offers of assistance and will no longer communicate with this individual.

2. Retail Ban: The individual is banned from our retail space.

3. Police Involvement: All threatening messages have been logged and provided to our case officer.

We would also like to clarify that while some messages may appear to be sent by Lee, he is currently away for personal reasons and has not been in direct communication with this individual. We also appreciate the ongoing support of our regular customers during this time.

Skate Factory has been trading for over 40 years, and while we strive to be helpful, we have a zero-tolerance policy regarding threats, verbal abuse, or harassment directed at our team. We remain committed to maintaining a safe and inclusive environment for the skating community.

Thank you for your understanding.

The Skate Factory Team