At what point do you walk away from a farrier?

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Maclinda

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I've had the same farrier for years and have never ever had a problem with him shoeing my horse, he's always been exceptional. However!

Last year he branched out on his own, and I decided to go with him. Since then I am becoming increasingly frustrated with the way he treats me as a client. He is ALWAYS late for appointments, anything from 20mins to over an hour. When he does arrive he has a very nonchalant attitude "it's your day off anyway what does it matter". If I have to contact him re early shoeing etc he always takes ages to get back, and this time my friend contacted him a week ago as she thought her horse had an abscess, and he still hasn't returned her call (I know he's been on holiday but has been back four days).

My issue definately isn't about his shoeing, but frustration as I feel professionalism is lacking, so original question, do you "suck it up" because he's good, or find someone else.
 
Having just waited 45 minutes for my farrier this morning, I'd say suck it up. Good farriery is my priority. My farrier keeps my horses sound, treats them with respect -and has a dialogue going with me and the horses- so for that reason, I'm happy to invest some time waiting for him to arrive.

I would find the non return of a phone call a minus point though, particularly when there's a problem.
 
non return of phonecall/txt/answerphone to say sorry I'm on holiday (so you can source another farrier if you need to) regarding the abscess is pretty crap customer service IMO.

I think it depends who else is available in your area.
 
Gone are the days of sitting around waiting for a farrier. We all have mobile phones, it is courteous and professional to get back to clients. My farrier will always text me if he is going to be more than half an hr late.
 
Mine will text or phone if he's going to be early or late, and always comes as soon as possible if there's a problem.
I would look elsewhere.
 
I used to spend hours waiting for a farrier, who sometimes never turned up and didn't bother answering his phone though he was considered a good farrier. Changed to another one who rings me the day before to check that arranged visit is still ok and is usually at least 15 mins early !
 
If he's recently branched out on his own, I assume you were previously happy with the farrier he worked for/with? Can you go back to him?

I switched years ago as I was fed up with a farrier messing me around - yes I was a student and was fairly flexible but that didn't mean I could be left hanging around for hours in a field with nothing but a field shelter waiting for him (pre mobile phone dark ages) .

Good shoeing is a priority, but some seem to think that makes them immune from good business practice. They need to realise good customer service is also important and the two aren't mutually exclusive.
 
Speak to him and tell him how you feel, how youre being treated isnt acceptable, the rest is up to him, he either bucks up or you move on to someone else.
If he's good its worth a try, but hes not the only good farrier out there id bet
 
Are all farriers equal ?

What is more important, having the best farrier you can find for your horse, or being kept waiting ?
If, the farrier isn't excellent, then he's not worth having anyway, regardless how prompt he is.
 
MerrySherryRider said:
Are all farriers equal ?

What is more important, having the best farrier you can find for your horse, or being kept waiting ?
If, the farrier isn't excellent, then he's not worth having anyway, regardless how prompt he is.
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It is possible to have a good farrier that also treats his clients with some respect.
 
ester said:
non return of phonecall/txt/answerphone to say sorry I'm on holiday (so you can source another farrier if you need to) regarding the abscess is pretty crap customer service IMO.

I think it depends who else is available in your area.
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I wouldn't expect a farrier to answer his phone when on hol, that's the whole point of a hol to get away from it all and lets face it he could spend his whole hol on his phone else, big ask that is, BUT I would expect a voicemail stating he's on hol or like mine who lets you know well in advance.
I wouldn't expect to wait for a farrier, if late a phone call is only polite.
Personally I would find a new one
 
I have two farriers because I have two yards, they are always on time in fact they are usually early. I suffered years of various ones not turning up, the worst was one that was supposed to come when I was on nights, I got up early and sat over looking the drive, never turned up and then said I was out. Most farriers are good at their job, I have never really had a really bad one in 35years but only ever had two that turn up when they say, and I am prepared to pay for reliability.
 
Penny Less said:
I think the problem is supply and demand, as farriers seem to be in short supply and can cherry pick their customers
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No problems with the number of farriers where I live, loads of them, so easy to swop. Mine is very good, usually early, always phones is there is a problem and is top class remedial farrier to boot. I look after him very well. It works both ways. In your case, I'd have a word with him, if you are happy with his work maybe suck it up, if not then move back.
 
I had the same issue with a farrier - I changed farrier.
I could put up with the lateness, as frustrating as it was, because he was a very good farrier. Got fed up of him never answering his phone/texts, generally not being able to get hold of him, or not turning up to appointments, again I put up with this for a couple of years but the final straw came when I had an emergency and could not get hold of him for over a week.
I asked around for recommendations for another farrier and changed. Been with this farrier now for for a few years and he is always on time, or lets me know if he's going to be late/has to cancel. He always answers his phone/texts, lets me know when he is going to be on holiday in advance and arranges with another farrier in the area to cover emergencies. Happy with his work too and don't feel I have had to sacrifice quality for service - I now get both :-)
 
If I couldn't get hold of them in an emergency easily (barring of course when they're on holiday) or if I had concerns about the quality of their work/depth of experience that would make me change. I changed from a good, old fashioned farrier last year and kind of regretting it now
 
Like skint1, I'd change if I couldn't get hold of the farrier an emergency (within reason) or his work was bad.

Otherwise I can tolerate him coming late, there's always plenty to do, so I'm not standing about twiddling my thumbs. If he's good enough to do my horses feet, he's worth the wait.
 
My farrier is overly busy, usually late and obviously due to his job not great at answering the phone - I find I have the most success in texting him after 7.30pm - he doesn't mind.

Having gone through the stress, blood and tears of finding a decent farrier when I moved down to uni, I much prefer a late farrier than one who is always on time and whose shoeing is utterly terrible.

It depends on what you have on offer locally in terms of his competition, and how much you value your time. My horses are at home so it's not a huge issue for me - I could not bear to lose him as a farrier if it were an issue - he is a fantastic farrier!
 
I'm currently waiting for mine to text me back (2 weeks!!) we rescheduled for last week but he never got back to me with when so have sent three texts; rang him to no avail. The text I sent today was a plea to come out. And nothing yet. I'm really reluctant to change as he's brilliant & I usually book him the day he shoes her. So frustrating!!!
 
i put up with this for years and eventually gave up as i couldnt stand the stress of being let down after taking time off. i eventually got really cross on behalf of my horse who was then 2 weeks overdue after several failed appointments. My new farrier is a star,fab reputation,brilliant timekeeper and texts me straight back.
 
I wpuld not worry about my farrier being a bit late, it can be an unpredictable job. I know if I want work done I have to give at least twp weeks notice. He is a very popular farrier and is busy. I book by text or by leaving a message. He contacts me usually within those teo weeks to arrznge a time.He has never failed to turn up in 30 years so maybe I am lucky or just have a goodun. However if I have a problem he usually con5acts me the same day and arrznges yo come out asap. If not on that day he will give advice.

If I was left waiting around by a farrier not turning up I eould expect a good reason why and a sorry for not informing me.
If I rang because my horse had an abscess and he failed to contact me I would ring again.

However if these things kept happening I would source a new farrier.


7 am lucky to hsve the best farrier not only in Kent but ever..........don't tell him I said so :)
 
I fail to understand why some farriers don't have an appointment book. I always have two appointments booked up in advance for first thing in the morning and this system has worked like a dream for years.
 
MerrySherryRider said:
Having just waited 45 minutes for my farrier this morning, I'd say suck it up. Good farriery is my priority. My farrier keeps my horses sound, treats them with respect -and has a dialogue going with me and the horses- so for that reason, I'm happy to invest some time waiting for him to arrive.

I would find the non return of a phone call a minus point though, particularly when there's a problem.
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This. Unless you have the first appointment of the day, you can always expect times to slip - it's the nature of the job.

BUT - if he won't return phone calls, then you need to speak to him. This would be a big issue for me.
 
Being 30-60 mins late now and again wouldn't bother me. My farrier is sometimes late but usually rings. He also lets all clients know his holidays well in advance and if both he and his son are going leaves an emergency contact for someone else.

My last farrier was a lovely man, he was always on time, usually early, and so polite. Once he came two hours early, brought the horses in, shod them and turned them back out again. Then text me to say hope I didn't mind but he'd taken the money I'd left for him in the feed room (we had an agreed place I'd leave it in case he came early but he didn't feel happy going into a building without someone around, even with permission!). Unfortunately he wasn't a very good farrier and I didn't like how the horse's feet were, so let him go. I still miss how lovely he was.
 
Find someone else. My farrier texts me if he is going to be more than ten mins late. Today he was due at 5.30pm but was passing the yard at 2.30pm so text to ask if I minded him doing her feet then. I didnt so he did and has swept up after himself and said to pay him next time I see him. I also know that if there was something seriously wrong he would make time to come out the same or next day
 
I wish I had a £1 for every hour I have waited for a farrier vet or other professional I would be very rich in deed but I think if you are happy with the job done then keep him, if you can can honestly say there is better out there and are really peeved about the lack of customer service and feel he should be more respectful then change for a different one. I don't have an issue with horse professionals being late I do have an issue with lack of communication
 
It seems farrier issues are not unique to the UK. After contacting the supposedly only reputable farrier in my area in rural Spain for a barefoot trim, he told me he would call me to confirm an appointment in the next couple of days. That was two weeks ago. This evening I get a message to say he will be here in one hour. I am not at home so rush back. I am still sat waiting nearly two and half hours later and the sun is setting. Sigh....
 
Get someone else. There are good farriers with top notch customer service and mine is one of them! Always on time, able to help out at a last minute if your horse loses a shoe and does a great job with my naughty two year old. They are out there, don't waste your time with one whose customer service is second rate.
 
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