Anybody bought items off Bespoke Equestrian?

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But you did also say that you refund when asked, surely you should be contacting customers if their order is not delivered in the time you first contracted.
 
Yes we do if a customer emails us saying they haven't recorded an item and were wanting to know the status of the order then we will tell them how long it's going to be, if it is beyond our 2 week delivery quote then we will offer them a refund
 
I said several not seven..

I would also suggest that you should know if you have been unable to send an item out within a given (reasonable) period and it would be better to be proactive to and contact the customers first, before they contact you moaning that items are unreceived.
 
Bespokeequestrian said:
Yes we do if a customer emails us saying they haven't recorded an item and were wanting to know the status of the order then we will tell them how long it's going to be, if it is beyond our 2 week delivery quote then we will offer them a refund
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But you should be pro-active and contacting them if you have not sent the order by the date you have promised
 
I got a lovely email from Snuggy Hoods today to say that there were slight delays in despatching some orders after their recent big sale, it gave a deadline for getting orders out to people (just over a week away) and was apologetic. Thats proactive.
 
I waited 6 weeks for my item. I emailed, called, facebook messaged and text and had no reply until I said I would have to take the matter further. I never received my item but did eventually get a refund. No apology or explanation. I would never order from them again unfortunately :(
 
I have waited almost 6month for my order message after message geting nowhere ...if u write or comment on the fb page it gets deleted ! Many have... I have never asked for a refund as items were promised to my daughter for XMAS after months of asking finaly said items were posted last week....still not arrived have asked for proof of posting she said doesnt have any ss were posted royalmail 1st class ???
 
tls said:
I have ordered on 28th Jan, still not arrived. Seems to be yet another company that takes your order without having the stuff in stock. They do reply to messages
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comet! said:
I think they have something on their website about guaranteeing items within 14 days?

I hope they are OK as I placed an order a few days ago!
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14 days?! We ordered in November and still hadn't come by April! DO NOT BUY .
 
Also I blocked yourself and your mother after getting continuous notifications of harassment on my page, you have a full refund for all products purchased, even though these products were sent.
 
Proof of posting then ? Obviously not and I know of many others also that never received anything ! And took nearly 6 months for her to SUPPOSEDLY send but obviously not
 
This is getting tedious I told you that I had a receipt it doesn't have your postcode just the date and cost of parcel. Can I reiterate that you HAVE a full refund so you are able to purchase the products elsewhere.

If you still feel the need to discuss this further please email me...
 
I have messaged you a rediculous amount. ..if any 1 wants to see this I can send it on I have nothing to hide.... so this company has had my money for almost 6months kept saying was going send items numerous times never recieved anything then has now refunded me and no proof of posting....
 
Bespokeequestrian said:
This is getting tedious I told you that I had a receipt it doesn't have your postcode just the date and cost of parcel. Can I reiterate that you HAVE a full refund so you are able to purchase the products elsewhere.

If you still feel the need to discuss this further please email me...
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With all due respect, if the receipt that you have has no postcode on it how can anyone know where the parcel was going?
 
Proof of posting from Royal Mail shows the complete address, you can ask at the counter for a proof of posting for anything you send so not really sure why you would not be able to supply a proof of posting?
 
arkon1 said:
I have messaged you a rediculous amount. ..if any 1 wants to see this I can send it on I have nothing to hide.... so this company has had my money for almost 6months kept saying was going send items numerous times never recieved anything then has now refunded me and no proof of posting....
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And there is the problem, this company should not be taking money until the items are in the post imo
 
Bespokeequestrian said:
Can I just ask what company who would post items without payment first.
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The idea is you order, your order is processed, payment is taken, order is dispatched.
Evidently this is the bit you have struggled with leaving many people angry at not receiving their orders and also having a lack of communication. Blocking customers on facebook is unprofessional, surely if they have struggled to contact you in any other way and have turned to Facebook they are getting pretty desperate for their orders?
 
My partner brought it too my attention tonight that she ordered from bespoke equestrian on 30/12/2013 and as of today (03/04/2014) has still not received her order. I have spent the evening researching on citizens advice and thought i would post this link that i think people might fibd helpful http://www.adviceguide.org.uk/engla...lems_with_delivery_e/delays_in_deliveries.htm
We dont want a refubd just the good we ordered at the price we paid within a reasonable time.
 
I have bought from Bespoke Equestrian on multiple occasions, always received fabulous service! I've gotten all products promptly and they even went out of their way to get me a showjacket in under 5 days. You won't find prices like these elsewhere and I'm completely satisfied with their service. I'd buy from them again any day!
 
Never had a problem with Bespoke Equestrian, good service and great prices on the products. Items arrived in good time and they were a good company to deal with.
 
I'm sure there must be many happy customers Hedgewitch :)

Unfortunately it's the way things are dealt with when things don't go to plan that doesn't seem to be up to scratch.
 
I'm not being funny here but people posting on here don't seem to be happy with good reviews and yet complain that there is non ... So is this forum only meant to be one sided? Only for bad reviews ?

Thank you to the happy customers that have posted on here, it's nice to here some good feedback but unfortunately it doesn't seem to satisfy everyone.

Thanks

Leigh
 
I ordered a couple items from Bespoke Equestrian on the 4th February. I got an email from them the same day saying one of the products would be delayed but they would send the others asap and then when the other product was in stock they would let me know. All items were delivered within the two weeks mentioned and I was kept informed about the status of my order. I would order from them again as their prices are great and they always keep you up to date.
Highly recommended and pleasant customer service. A*
 
Leigh, it seems only one person has commented adversely on it but you have made it extremely obvious that you have encouraged people to register and post!

I'm really pleased you have happy customers, please have a look at your business practices and communication to make sure those that are still unhappy are sorted out. The business of not having a postcode on the posting receipt is just ridiculous. You'd do well to make your postage charges sufficient to cover properly tracked posting (and it adds a level of excitement for your customers) unless the items are of such low value that it's worth the risk of them not turning up. If the low value items don't turn up for any reason then you need to refund or replace as soon as you know there is a problem (and tell your customers what's happening). If you have POP then you can then get a refund from RM.
 
Bespokeequestrian said:
I'm not being funny here but people posting on here don't seem to be happy with good reviews and yet complain that there is non ... So is this forum only meant to be one sided? Only for bad reviews ?
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It is usual for people on the forum to be suspicious of those with a post count of one adding positive reviews.....
 
Am I not allowed to ask customers that have received goods to post a good review, I believe that earlier on in this forum it was stated that it would be nice to see people who have gotten products.

There seems to be a lot of people joining in with only 1 post putting their negative opinions across. I would also like to say to the 2 customers above that were blocked, they were blocked as I have recently found out they were messaging all customers commenting on photo posts, telling them not to buy from us etc which is TORTIOUS INTERFERENCE.

This is actually getting ridiculous, I wont be posting again as whenever I try to put my side of the story across I get made out as the 'bad' person in all this. I have offered solutions, explained everything publicly, which I might add other companies who have been slated on this forum have not.

Here is a full and final explanation that will hopefully satisfy everyone on Horse and Hound and finally put this thread to rest.

Items are ordered mostly through our website, where buyers can pay through PayPal. Their money is always secure with this meaning that they can get it back at ANY time if they see fit. (If anyone has a problem they may open a dispute where they can get their money refunded)

When items are paid for a contract is made (NOT BEFORE), if I was to go about what has previously been mentioned not taking payment till items have come into stock, i believe that there would be a lot of people ordering and not paying for items when they do come into stock and as a business starting out I cannot afford to have surplus stock and also do not have the space to hold this stock.

Continuing from this we are getting a shop set up that will have PLENTY of space to hold stock but also allow for people to order items from our suppliers that they may pick up from our shop when the items come into stock.

POSTAGE - Items are currently posted through Royal Mail first class, and yes I do get proof of posting for all items however sometimes in the past they have forgotten to provide this at the desk.

COMMUNICATION - If an item is not in stock with our suppliers and we have made a mistake on our website then we will email them where they may 1. wait for it to come into stock, 2. exchange it for another product on our website or 3. get a refund for the product.

REFUNDS -
Anyone who is unhappy with their products, they may return them for a full refund.
Anyone who has waited longer than the designated time and has not been told an estimated delivery time and are not happy to wait longer, may have a refund.

All of the above mentioned items are mentioned in our terms and conditions and delivery information on our website.

AGAIN if anyone has any issues with their orders or would like to know any more information that has not been mention in any of my previous 42 posts on this forum then please feel free to contact myself.

I have tried to be as professional as possible, not trying to argue and not trying to provide excuses. However it does get to a point when you become sick of explaining yourself to still get continuously slated. Please imagine if the the shoe was on the other foot and what you would do.

Thanks

Leigh
 
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