equestrian.com

What a complete shower you are. After umpteen emails and telephone calls to you, yes Hannah and Laura......., you have still not refunded me the £17.97 I am out of pocket in postage (receipts sent) for the wrong boots you sent me. And before you say you need my order details - it was Order Number: 3415414. I have also read the numerous complaints on Trust Pilot where you explain "I am sorry for the delay in getting back to you, unfortunately we have been experiencing some system issues over the last week or so which has caused some delays in our work load" to anyone that does complain. Never have you actually carried out the actions promised either directly on the phone or by emails. I will never purchase from you again and hope this message warns other would-be customers.
UPDATE:- Still no phone call from Laura or Hannah and no refund either - there's a surprise! I also checked my answerphone and no message has been left. No phone call at all from you as it would register on my caller i.d. It isn't about the money now but a matter of principle as you are ripping people off.

Last week I used equestrian.com for the first time and was very impressed with the speed of the delivery, I placed the order on the 25th and took delivery in the morning of the 28th (I live in France). I will certainly use them again and will recommend them to my friends.

Very quick service, goods of great quality and fit. Would highly recommend.

Just want to say a big thank you to Equestrian.com for my recent order which arrived yesterday. My daughter is thrilled with the items - want to especially thank Katherine for all her help with my order. I really couldn't fault their service. One very happy customer.

Found this company's profile on fb and have been following for quite a few months. Was very blessed to win a competition for a gilet. Found the company very efficient in dealing with getting my prize delivered safely securely and very quickly. The product was amazing, of great quality and looks fantastic. All in all definitely I would buy from them again. ️Loved that they replied when I contacted them very promptly

Awful Customer service, you place an order and expect it to be delivered within the time space it tells you. However this does not seem to concern equestrian clearance. Every other company I have used, if the arrival date is not met they will refund your delivery money out of courtesy and want for returning customers, and not replying to emails? its obviously not just me they don't reply too! Very unprofessional company. Unluckily for them they will not be recommended in our yard again!

Two months later and this organization cannot event trace my order - even thought the funds cleared????? Feel cheated and let down - I see they have been awarded for great service - this has not been my experience. As an international customer I feel powerless. Katherine in the client service team has not responded to four emails. I hold Lorraine Meadowcroft the CEO accountable for this shambles

my daughter ordered a riding hat and expected it in the time frame they say,she should have looked at their reveiws looks like all orders are taken,cash taken and then the order the items in,operate like someone working out of a garden shed,seems they order in after you purchase,
From order confirmation to dispatch
1-5 working days, total rubbish.
their number UK Customers
01422 317380 your gonna need it.
make sure you order by credit card or Visa so you can get you money back quick if you are daft enough to buy anything after seeing this and the other reviews

Ordered £300 plus worth of riding gear for my daughter for xmass on 08-12-2014. Received an e mail stating order on hold no explanation so answered with the items will be here for xmass wont they? no response another e mail asking what the problem was still no response. I then ring to customer services (use this term lightly) I am told by the lady on the phone that the problem is 1 item a jacket is out of stock so that's why the order is on hold but don't worry it will all be here for xmass. Now at 18-12-2014 still no order or no coms so I have to chase my order again to be told the jacket still not in stock but a light grey one is but the order wont be there until the 29-12-2014 sorry. I kept my temper and said ok I will disappoint my daughter but tell her on the 29th her things will arrive. still no comms either by e mail or phone, so today 29-12-2014 I ring to check the order status to be told sorry but several other items are out of stock to --------- silence no sorry or anything again I kept my temper and had a right old rant at how bad the company treats its customers and how customer service is practically non existent to which I got would you like us to send you what is in stock or refund your order????? now I am patient but come on you are taking the absolute p - - - here. 1 please don't advertise what you don't have 2 don't lie to your customers try being honest. I expect a full apology refund and compensation for the awful service I have received.
Chris Hadfield

I recommended the shop to my client, in which case he ordered quite a few items. the Items have now been lost in the post, and We have contacted you guys - (excellent customer service-not) several times, now it is becoming a joke, and the items are lost now for three months, and still no e-mails, no phone calls to say that you have looked into it, or that you are sorry for this. The student didn't attend her show, and the money spent has not been re-funded at least. I will not recommend you again! Not because you cannot find the package, but because you are not following up on the customer care. Plus your postage costs to Europe are too high! - I usually spend a small fortune at your site, and I have been a customer for many years! ;(

Wish I had read these reviews before ordering.
Bought items on Monday, funds taken from my account basically immediately, no correspondence from supplier at all for 3 days not even confirmation. Contacted them via customer service email and then again through Facebook, no reply. Eventually had to call them, very irratable sounding agent told me my order may have been 'lost' on system! That would be processed and dispatched that day. Still no despatch notice 24 hours later so called again to be told items not actually instock, ( never would have ordered had I known this) said will despatch following day. Still no despatch notice. Finally arrived a further 3 days later, too late! I had to send back, now awaiting refund. Have been for 3 days since they received package ( sent recorded) very very disappointing! Had reply to Facebook message 4 days later with absolutely no connection to what other staff members have said on phone. Really communication issues and such a let down to how this company used to be to order from. Customer service skills very lacking. And still never had any reply to original email.

Never thought about writing a review previously but due to the experience I am having, this warning needs saying.
I placed an order in plenty of time for Christmas and after giving plenty of time for my order to be dispatched (2 weeks) I emailed them to find out where everything was. Order number that I had received on my confirmation didn't exist and replying with my details I heard nothing. I finally got through on the phone for them to say that I had actually ordered on a "training site" (?) due to system problems and that my order hadn't been placed. I had infact ordered on equestrian.com (checked my history) and received confirmation email and now they can't even assure me that my bank details were secure! Given the size of boots are now not available and no apology was forthcoming, I will just pay the little extra and buy locally.
So I will not order on this site again and I would not recommend to anyone.

Well, last year I ordered a few hundred pounds of kit and after 3+ weeks of chasing, the wrong things arrived, the card was charged more than the order and it took near 2 months to sort out. The reason? System upgrade issues had caused problems.
So, over a year later, my wife orders some presents in mid November ready for Christmas. Today, mid December, she is still being told 'system upgrades' are causing issues! That's nearly a year and a half ago we had the same excuses.
I really would advise avoiding this circus of a company. Lie about stock, deliveries, excuses and not once apologise. Quite unbelievable how they survive.

Placed an order for two items and I still haven't received them even though I was told they were in stock. Each time I called I was told their system was down and it might have come in but they couldn't confirm until their system was back up. Called for the third time to chase them and surprise surprise their system was down again so I've asked for a refund. This is the second time I've ordered from them, the first time they were incredibly slow in sending out the items and I had to chase, I should have learned from my previous experience! Hopefully they'll process my refund quickly although with their system being permanently down I'll not hold my breath.

Had a good experience, received quickly my item and customer service replied to my emails. Thank you!
Karim (from Dubai, UAE)

I really couldn't fault their service. I rang about the colour of a product, as on their site the photo showed two quite different shades . The lady immediately said she would go and check and ring me back. Which she did within 20 minutes , was very honest by telling me neither photo really showed the true colour and gave me what her description of the colour was ( she was spot on). Explained that we needed them for Saturday ( Rang Thursday p.m. ). They arrived 7:45 a.m. next day. I had received email night before confirming dispatch etc. Wonderful service. Made to feel my custom " Really " was important. One very happy customer.

Utterly delighted with this company, I ordered my Rug on October the 5th and it arrived in France on the 7th, and shipping only cost £4.99 so all in all a great experience.

I was delighted to find that the delivery service to France was only 5 euro/pounds . The things i ordered were here promptly and without any fuss, i will definately be using this company again.

Look at this website for your horsey bargains

I bought a pair of Caldene boots which took an eternity to organise as the original order colour was out of stock yet was showing as available, Recently the left boot began to leak and I was told that they would get back to me within 1 -3 days to determine whether this was a manufacturing fault. Over 1 week later no response and in the meantime pulling off the left boot the heel has come away from the neoprene so the boots are useless. Reading online this appears to be a common fault with these boots. Generally equestrian.com have a slightly superior attitude in my opinion...