angry! a lesson in customer service...

[anj789]

Just had a nasty experience with an order from HorsingAroundSaddlery - won't be bothering again. Now just have to get my pre-paid money back! I ordered some boots from them 7th Dec & after email confirmation heard nothing. Sent a couple of emails after about 10 days - heard nothing. Called & left a msg & nothing, called back & spoke to them week before Xmas when they said they couldn't get the boots so I cancelled & requested refund which was agreed thru PayPal (presumably that takes a couple of clicks like it did to pay them..). Still nothing today so I just called and got an earful from the same woman about 'chasing them', accounts department being away, me pestering them not meaning I can "jump the queue" (of angry customers?) & her 'not wanting to do business with customers like me'! The ones who pay their money and give people plenty of chances to communicate and fulfill their orders? Rude, rude, rude...

 

[Toby_Zaphod]

It's great isn't it the way they turn everything around to make you seem the one that is causing the problems? They have taken your order, they have taken your money, they cannot supply the goods ordered having being given 3 weeks to do so, they are not replying to emails you've sent & they are rude on the phone & they haven't refunded your money.

I think you are being totally unreasonable with them

 

[DipseyDeb]

You might want to ring her back and, calmly, remind her that, as they have been unable to provide you with the service that you have paid for, they are legally bind to return YOUR money which they are holding. I would also slip the words legal advise in there somewhere, always works for me!!

 

[superstar565]

That's awful! And they said they you were jumping the queue but if you have been waiting for 3 weeks then surely you must already be at the front of the queue!!!

 

[Ginger_Thing]

Hmm, I wonder how many unsatisfied customers she has in this queue then?

 

[VLHIEASTON]

You can actually sue them if your refund takes longer than 30 days ! The distance selling act.

 

[Cluny]

That's appallingly rude service, I'd be furious! Thanks for the tip off, will make sure I never use them.

 

[LynneB]

not necessarily, it may be a very long queue of irate customers

(making note of company name)

 

[Fizzimyst]

Refunding through paypal is even easier than paying! Ridiculous!

 

[JoJo_]

I do hate how my money goes from my bank account the day I order something but it normally takes up to a week before the item is even put in the post. Then of course how parcel force can never deliver when I am in then 2 weeks later I chase the saddlery who say parcelforce failed to deliver... they also failed to leave a card saying they tried!

But that is awful customer service. It took me a while to get a refund from equestrian clearance once. Over 30 days for sure.

 

[Donkeymad]

QR

terrible customer service. personally, I think it is wrong for any company to take the money unless thegoods are in stock and being dispatched. Even with Paypal, they can allow the money to sit for a while.