Are Prequestrian in financial trouble?

?!?

I started this thread a year ago and have just noticed that some of my posts have been removed, and other posters have had theirs removed.

I ordered a rug from this company that I waited weeks for, but never turned up. I tried emailing and ringing multiple times but with no response, and still no rug. With no product and no communication I started to panic whether I would get my money back, So I asked on HHO if Prequestrian were in financial trouble (not an unreasonable assumption under the circumstances, and given how many other companies were going under).

Then a kind person on this thread advised me I could get my refund through Paypal instead of having to deal with Prequestrian directly. Hurray! This I duly did.

Amazingly Prequestrian responded to the ensuing Paypal greivance process saying that they had made three (!) unsucessful attempts to deliver my rug. This was news to me! There is nearly always someone at home to take deliveries, but no one turned up here. I also received no communication from the courier or Prequestrian on any occasion to say they had made these attempted deliveries.

So giving Prequestrian the (very big) benefit of the doubt, the courier had made a mistake with the address and was repeatedly trying to deliver the rug to the wrong address.

Still, I got my full refund. I didn't query these attempted deliveries with the company because there is clearly no one prepared to correspond with customers!

I was also pointed in the direction of another thread http://www.horseandhound.co.uk/foru...rom-prequestrian/page2&highlight=prequestrian. This thread also showed that I was not the only one to have experienced problems with Prequestrian. Yet all the negative comments about customer service etc from other posters have now also been deleted from that thread too.

Why are none of the complaints that I and other people have raised about the company allowed to remain on either of the two threads?

At the very least, if Prequestrian's customer service and communication channels were not so poor, then a genuine mistake could have been rectified with a quick chat with the unhappy customer.

But, no, instead of dealing with complaints in a professional manner, Prequestrian simply complains to HHO and I, aswell as all the other unhappy customers on HHO, have all our negative comments and feedback wiped off the forum by admin.

As all my posts relating to my experience with Prequestrian have been removed, I would like to point out that I object strongly to being portrayed as a liar and trouble-maker and would like to make the point, very clearly, that I am neither.
 
Prequestrian appear to be answering the phone today. Having spoken to them, they have no intention of resolving the shortage, as they have no record on their system of this (was reported to a named member of staff at the time, but their records only go back 3 years). They didn't reply to an email which they requested was sent, and have stated they have no intention of replying.
The matter has been reported to trading standards.
 
Well, to prove a point I have phoned them and had an answer straight away.

Funny how there are two sides to every story and, having known these people for several years, I know who I tend to believe.
 
Ladyinred - I'm not quite sure what point you're proving, since it says in my post that they appear to be answering phones today. There are a number of other posters in this thread that state they have had difficulty getting through both via phone and an email response. One even phoned and checked and posted that, yes, that was the case - there was no answer.

I think you've simply misread the post above!
 
Yes, over three years ago. We ordered a large batch and it has taken a while to use them up.
I really don't see the issue with the time delay at all. It is only now the problems with their communication have come to light.
 
Stefen said:
Ladyinred - I'm not quite sure what point you're proving, since it says in my post that they appear to be answering phones today. There are a number of other posters in this thread that state they have had difficulty getting through both via phone and an email response. One even phoned and checked and posted that, yes, that was the case - there was no answer.

I think you've simply misread the post above!
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Not misread the post at all. Simply fed up with you bashing a small firm and giving them my support. Its so easy to sit behind a screen and be vindictive isnt it? Out of interest, what was the value of the alleged missing items?
 
Ladyinred - I stated they are answering the phones today. You stated that they answered a phone call today. Then you indicated that you made a call to prove a point. The point seems to have been to back up my statement. Thanks for that.
 
It's way over 3 years ago - At the time I spoke to a member of staff who was quite apologetic for the mistake, and as the value of the missing items is quite low, I went along with his suggestion that they would include it with the next order.
I trusted them, and rather than making them pay for the posting of these item separately, was understanding and accommodating.
Now I am rewarded for my leniency with unanswered emails and phone calls.
 
Im sorry but three years is far to long to wait, you should of pushed for a refund at the time.

I doubt you know how many orders they do in a day and how much paper work they accommodate in that day!
They have probably had a clear out of old files from three years ago! I doubt you will get much back now...

Think you need to leave it as black marking there name isn't going to help... (IMO anyway!)
 
Looking back, I'm surprised it was was so long ago, it doesn't seem very long in memory. It's not that important at all, the value is quite low (hence the decision to leave it at that time), however I gave them my trust and it seems it was unduly placed.
 
Stefan....let me get this straight.
You ordered several products, a couple of reasonably low value were missing from the order.
You contact the company, they apologise & say they will add it on to your next order.
3 years later you place your next order & you don't receive your items.
Is that the time scale? Or when did you place your 2nd order to which they had agreed to attach the missed items?
 
There is a big difference between being able to retrieve 7 years records from archive which satisfies the legal requirements & having them on hand to answer customer queries. I am surprised that they have 3 years available on that basis, most retail companies wouldn't and reasonable customers wouldn't expect it.
 
Just waiting to see how long this latest batch of negative comments about Prequestrian are allowed to remain on this thread before being deleted by HHO Admin like the others on this thread and the other one.

Because of course, all the people who have written about their frustrating experiences with this company, and have subsequently had their comments removed by admin, are all viewed and treated as a bunch of bored trouble makers. We couldn't possibly just be a group of customers who just want our correct goods/refund, or even just want someone to answer the flippin' phone!!
 
This is a very odd zombie thread, but being a nosy person and having access to Keynote through my work, I've checked, assuming there is only one Prequestrian - based in Cranbrook, they are listed as non-trading, dissolved.

Though they have moved over to being a sole trading company with the same name.

Here is a free site with the same information http://companycheck.co.uk/search-history/2012/12/20/09:40:14-prequestrian.html
 
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glamourpuss said:
Stefan....let me get this straight.
You ordered several products, a couple of reasonably low value were missing from the order.
You contact the company, they apologise & say they will add it on to your next order.
3 years later you place your next order & you don't receive your items.
Is that the time scale? Or when did you place your 2nd order to which they had agreed to attach the missed items?
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Is this for real?

Stefen, you have WAAAYYYY too much spare time on your hands. Prequestrian have always been great to deal with for me so I'll continue to use them. If you want them to include the missed items, I would have suggested you jog their memory at the time of putting in your order. You come across as hoping they'd make a hash of it so you can complain.
 
hairycob said:
There are some very odd threads at the moment
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If the comments in the first part of this thread from me and others had been allowed to stand then it would make more sense.

I simply do not understand though why our comments to do with our experiences with Prequestrian have been removed by HHO Admin!

There are plenty of posts on the HHO forum which give negative feedback about companies. Why are they all removed too when the company owner complains to admin? I am thinking of two big recent threads in particular.

It is not a nice feeling at all to be branded a liar and troublemaker. In fact it is very insulting.
 
I had only one experience with this company couple of years ago after trying to buy a specific rug. This rug was a gift but it was a discontinued line (which I wish was still available tbh - WB Tristar). They were the only place that had them in stock so went ahead after all the positive reviews on ebay. They were great to deal with until I had issues with non delivery. I had paid by credit card so knew I was safe but really didn't want to cancel the order. I did get the rug in the end but I would never buy from them again after being on the receiving end of a very unpleasant phone call.

I always feel how a company deals with complaints, shows the true quality of the company. In this case, what I experienced was a completely unnecessary and over the top. I can imagine if they did this a lot why their repeat business may suffer.
 
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hest said:
If the comments in the first part of this thread from me and others had been allowed to stand then it would make more sense.

I simply do not understand though why our comments to do with our experiences with Prequestrian have been removed by HHO Admin!

There are plenty of posts on the HHO forum which give negative feedback about companies. Why are they all removed too when the company owner complains to admin? I am thinking of two big recent threads in particular.

It is not a nice feeling at all to be branded a liar and troublemaker. In fact it is very insulting.
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I wasn't branding the posters whose comments have been removed odd, mearly that it's a very old thread that's been resurrected, very sorry if it came across like that, it certainly wasn't I tented this way :( I guess HHO are now erring on the side of caution with certain threads these days.
 
sarahann1 said:
I wasn't branding the posters whose comments have been removed odd, mearly that it's a very old thread that's been resurrected, very sorry if it came across like that, it certainly wasn't I tented this way :( I guess HHO are now erring on the side of caution with certain threads these days.
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You don't have to apologise - I didn't take offence!
 
Jnhuk said:
I had only one experience with this company couple of years ago after trying to buy a specific rug. This rug was a gift but it was a discontinued line (which I wish was still available tbh - WB Tristar). They were the only place that had them in stock so went ahead after all the positive reviews on ebay. They were great to deal with until I had issues with non delivery. I had paid by credit card so knew I was safe but really didn't want to cancel the order. I did get the rug in the end but I would never buy from them again after being on the receiving end of a very unpleasant phone call.

I always feel how a company deals with complaints, shows the true quality of the company. In this case, what I experienced was a completely unnecessary and over the top. I can imagine if they did this a lot why their repeat business may suffer.
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It would appear you're not the only one to have been subjected to less than professional customer service:

http://www.sitejabber.com/reviews/www.prequestrian.co.uk

I'm actually quite glad now that no one ever did answer the phone or reply to my emails when I was chasing my order.
 
9tails - When I phoned to place the second order they did not accept there was a previous pledge to send on the missing items. They would not let me speak to, or even give the name of the owner.

I have to agree with Jnhuk, in that any company can dispatch item quickly etc. and be regarded as a 'good' company, but the true colours only come out when sorting out issues. It's a opportunity to shine and a test of honesty, integrity and fairness, but on a number of occasions it seems that people have not been taken care of (to put it mildly).

This is why markets like Amazon and eBay exist - to provide customers with a mechanism to force the seller to sort it out without any hassle. Buyers can shop with a good degree of confidence in the product and the seller, with plenty of comeback. Furthermore the feedback facility is there so that rouge sellers can be avoided.

It is a pity I didn't avail of this at the time, as it would have avoided the current scenario where I've been conned by Prequestrian.
 
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But you still haven't confirmed if it was 3 years between the orders. If it was I think you are being unreasinable. If it was less than 12 months you aren't. They offered you a solution at the time. You didn't take it up, 3 years is too long to leave it. How is that their fault.
 
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