AVOID - Discount Equestrian online company

[Andiamo]

Avoid this company. I placed an order over one week ago, they took my money immediately (£200), and have not been in touch since...they have not despatched the order, and are ignoring all emails that I have sent to follow up on the order. There was no phone number on their website at all, then the website disappeared for a few days (nothing but a few lines of code left on the page)...a new website appeared today with a phone number on it....after sending three more emails throughout the course of today and still not getting a response, I called the number, and of course, no one answered. I left a voicemail for someone to call me back, no one did...

About 15 minutes ago I got an email from them saying that they'd let all the staff go early and that's why no one answered the phone. I wrote back telling them to cancel my order. Is this even a legitimate company?
AVOID at all costs. They will take your money and send nothing.

 

[L&M]

I have had no experiences of this company, but think saying 'avoid at all cost' could be a tad unfair.

From what you describe I would imagine they have been doing some work on the website, hence the disruption in communication? At least they got back to you eventually, and personally think a week is not that long.

Of course if you do not receive your order over the next few days, you may well be justified in your comments...

Will be interested to see what happens and hope you get your order ok.

 

[Andiamo]

I order nearly everything online, and usually receive things either the next day or two days after the order placed. I work in the online website / e-commerce field, and can say that leaving a customer hanging after taking their money, with no communication and no delivery is pretty unacceptable in industry practice.

If they don't mind losing the customer altogether and getting a bad reputation, then it's fine to behave as this company has done.

 

[pixiebee]

I too think it's tad infair to make such a bold statement after just one week. The majority of online companies actually state to allow 28 days for delivery. So a week isn't that long. What does their delivery terms say? If they are within this, be careful what you say publicly.

 

[Capriole]

their terms say

Typically your order will dispatch from us within 1-3 working days (Monday-Friday) and will take 1-2 working days to reach you. Please note that at busy times parcels can take up to 5 working days for dispatch.

So, up to 7 working days, plus non working days, so still time yet

 

[galaxy]

I had problems with them a couple of years ago. Ordered a rug, took my money. Waited a couple of weeks - nothing. Spent ages to finally get hold of them and they told me rug was out of stock and was on order. I asked for estimated arrival date (I know the company they were dealing with gives that info when something is ordered is out of stock) and was told due in next couple of days. 10 days later - nothing. Phoned again and was told would be in next couple of days! hmm! Tried once more (over a month now) told same thing, i told them that I didn't believe them and I wanted refund. They then told me they only did refunds on a certain day of the week!!! Err no!! I kicked off big time and told them they would do it this minute and guess what they did! Chancers!!!

Can't stand internet companies that don't tell you immediately when you order something that it is out of stock! Really bad management and manners!

 

[Capriole]

i hate companies that dont update their stock on their webpage and you think its in stock and it isnt. Even more annoyed when 3 out of 5 of the things i ordered in a sale from somewhere didnt turn up and the first I knew they didnt have any was when I rang about them...I would have cancelled the order if Id known, the things that arrived were afterthoughts and the things I wanted really were the things I didnt get

 

[sychnant]

Decent companies will not take your money until they dispatch the order. No communication for a week is NOT acceptable in my book!

Thanks for the heads up OP, I certainly won't be using them.

 

[Andiamo]

I tried Discount Equestrian a couple of years ago as well, I ordered some rugs and other bits and bobs. They took my money, no goods arrived, and I had to chase endlessly to get my money back.

This time, I thought, I'll give it another go. Surely they will have improved their standards since then, I will give them another chance. But I have had the exact same experience.

For example, I ordered from Classic Dressage at the same time...I splurged and bought a Schockemohle bridle. It didn't say it was out of stock on the website. Order went through, I entered all my card details etc. I received an email from them a bit later, apologizing that it wasn't in stock. They said they are on backorder, and asked if I would like to wait? or cancel the order. I said I would wait. In this case, they have communicated, I know what the situation is, so I don't mind waiting.

But with Discount Equestrian - when they just go quiet after taking your £200, then the website disappears, and they ignore all attempts to contact them - it's not a very comfortable feeling. If I had ordered from one of the other shops, I would have had my order the next day or within two days.

 

[pixiebee]

A company taking your money before dispatching doesn't necessarily mean it's bad, I know of companies that drop ship some items and have to pay the supplier before they get dispatched to the business, so you can understand the business wanting to make sure the money is ok before buying the goods especially!

 

[moana]

, but think saying 'avoid at all cost' could be a tad unfair.

Agreed.
I have used them, and they were absolutely fine for me.

 

[laura7981]

There is another thread on here some where about this company!
Basically a lot of people were having problems getting the things they had ordered and there was just no communication from Discount Equestrian at all! I placed an order with them a while ago for hoof boots....i contacted them after 2 weeks and was told they were having trouble getting them from Trawline....so i rang Trawline to find out what was going on...only to be told that Discount had never even placed an order with them
Luckily i managed to get a refund from Discount Equestrian....but i know many who havent!

 

[Monkers]

I agree with the OP. An order confirmation email is the very least you can expect.

It is also unacceptable to wait for more than a day when emailing an enquiry about an order.

And yes, someone should answer the phone during office hours!

I won't be using them.

 

[Ellen Durow]

I tried Discount Equestrian a couple of years ago as well, I ordered some rugs and other bits and bobs. They took my money, no goods arrived, and I had to chase endlessly to get my money back.

This time, I thought, I'll give it another go. Surely they will have improved their standards since then, I will give them another chance. But I have had the exact same experience.

For example, I ordered from Classic Dressage at the same time...I splurged and bought a Schockemohle bridle. It didn't say it was out of stock on the website. Order went through, I entered all my card details etc. I received an email from them a bit later, apologizing that it wasn't in stock. They said they are on backorder, and asked if I would like to wait? or cancel the order. I said I would wait. In this case, they have communicated, I know what the situation is, so I don't mind waiting.

But with Discount Equestrian - when they just go quiet after taking your £200, then the website disappears, and they ignore all attempts to contact them - it's not a very comfortable feeling. If I had ordered from one of the other shops, I would have had my order the next day or within two days.

When buying on line it's worth using Paypal as you do have some comeback if there are problems. If you paid by Credit card (not debit card) you have automatic insurance so get in touch with the CC company anf ask their advice.

 

[MartinBr]

When buying on line it's worth using Paypal as you do have some comeback if there are problems. If you paid by Credit card (not debit card) you have automatic insurance so get in touch with the CC company anf ask their advice.

It's worth pointing out that you *can* get a chargeback from all debit cards, although the rules vary between card companies. Talk to your bank if you need help with a debit card.

 

[MartinBr]

I made the mistake of trying to buy a bridle from Discount Equestrian last month.

The item was described as "In Stock" on the Web site, but after five days it hadn't come, and I hadn't had a confirmation of dispatch.
When I rang them, the woman I spoke to told me that the order had been dispatched that very day, and it had taken so long to dispatch because their warehouse was so busy.

I had to buy the bridle elsewhere as I had needed it within a week. Two weeks later, it still hadn't come, and no-one answered the 'phone on the three occasions I tried to ring them.

In the end, I cancelled the order by email, and I'm glad to say I did get a refund, although no explanation of what had happened to the order.

It's quite unacceptable to give false stock information on a Web site, and then lie about dispatch - in fact it's criminal. Neither is it acceptable to fail to answer the 'phone. I would never use Discount Equestrian again, and I wouldn't recommend anyone else does so.

 

[Georgia8]

I've just bought a new bridle off them and it came in 3 days. The website was recommended to me by a friend- they do some great deals.
No excuse for them not to contact you back though and I hope it all gets sorted

 

[FairyLights]

Contact Trading Standards about this please.

 

[Gracie21]

Nearly bought something off their today, glad I didn't! Thanks for the heads up! Hope you get it sorted soon.

 

[cptrayes]

Me too. Bought some stirrup leathers on a Sunday night, realised that they were too long before they were despatched and cancelled order by email rather than wait for them to arrive and then send them back again under their returns policy. Order was cancelled and "Barbara" emailed me after I sent a message to ask what was happening saying a refund had been done. Two months later, no refund. Mailed again and ignored. Mailed AGAIN and finally told that she was contacting the bank to find out where my refund had got to, but from these tales it sounds like it may never have been done

 

[MissChaos]

http://who.is/whois/discount-equestrian.co.uk/

Registered as an individual rather than sole trader or company (tut) - so my guess would be that the business could a bit of a sideline and the proprietor may be relying on a lot of ad-hoc ordering from suppliers, which isn't ideal when you're after something quickly.

 

[CBAnglo]

I ordered something from them at the end of last year, and again the took charged the card instantly but it took about 2 wks for the stuff to arrive. I chased once I think, by phone the following week and they told me they were ordering something. Then again by email, and I had a repsonse to tell me that the item was still out of stock so they would refund, which they did about 10 mins later.

There was definitely a phone number, and they did answer it. I almost ordered something from them again last week, but hopefully getting a new horse soon so I am banned from buying anything!

 

[cptrayes]

Me too. Bought some stirrup leathers on a Sunday night, realised that they were too long before they were despatched and cancelled order by email rather than wait for them to arrive and then send them back again under their returns policy. Order was cancelled and "Barbara" emailed me after I sent a message to ask what was happening saying a refund had been done. Two months later, no refund. Mailed again and ignored. Mailed AGAIN and finally told that she was contacting the bank to find out where my refund had got to, but from these tales it sounds like it may never have been done

UPDATE:


When I cancelled my order on April 2nd this retailer sent me an email saying that a refund had been done. I have hassled this retailer for a third time this week and received this in an email from her.

"They have confirmed this has definitely been sent to your bank, they have suggested you contact them to ask why they haven't allocated the funds to your account"

I asked her for the date, credit card number she refunded to and the reference number and she ignored that.

I have just phoned my credit card company and they tell me that she initiated a refund on Tuesday the 22nd May, the day before she suggested that I hassle my credit card company to find out where it was.

I would not touch this company again with a barge pole a mile long.

 

[Christmas Magic]

Hmmm...I've ordered my breeches from there,they were on sale and i needed white ones very quickly. They have been delivered in two days,so cant say anything bad about this company.

 

[lachlanandmarcus]

When buying on line it's worth using Paypal as you do have some comeback if there are problems. If you paid by Credit card (not debit card) you have automatic insurance so get in touch with the CC company anf ask their advice.

Bear in mind tho that although paypal protection is good if you dont have a credit card or VISA debit card or if spending under the £100 minimum for protection on those cards, you MUST get the claim into paypal promptly.

I bought some goods on ebay and because the delivery was cheaper (heavy goods) I chose 28 day delivery. By the time I had been fobbed off by the seller a few times about where the goods were I was over the Paypal time limit.

And heres the thing, when I then rang credit card company, they would not cover it since I had paid paypal and not the seller, and paypal had completed their service by sending the money to the seller.

This despite the fact I had worked for that bank for 15 years.....

So beware. Pay by credit or visa debit card or pay by paypal, but if you do the latter, even if using a card that should protect you, dont assume the card company will stand behind their obligations. And the claim timescale for paypal is weeks, whereas if I had not used paypal as intermediary and paid the guy direct by card I would have had 6 YEARS to claim back.

It may be something that gets challenged legally at some point but as it was just over £100 Iit wasnt worth it - but be warned!!!!

 

[DEUK]

Further to this posting....
This kind of internet trading is unacceptable and gives other online retailers a bad name. However, please be aware Discount Equestrian UK is a different business to purely Discount Equestrian, unrelated, and was never related. Please don't confuse us with this other company who I believe no longer trades. Our company is reputable and is a member or BETA, the British Equestrian Trade Association.

Avoid this company. I placed an order over one week ago, they took my money immediately (£200), and have not been in touch since...they have not despatched the order, and are ignoring all emails that I have sent to follow up on the order. There was no phone number on their website at all, then the website disappeared for a few days (nothing but a few lines of code left on the page)...a new website appeared today with a phone number on it....after sending three more emails throughout the course of today and still not getting a response, I called the number, and of course, no one answered. I left a voicemail for someone to call me back, no one did...

About 15 minutes ago I got an email from them saying that they'd let all the staff go early and that's why no one answered the phone. I wrote back telling them to cancel my order. Is this even a legitimate company?
AVOID at all costs. They will take your money and send nothing.

 

[MissChaos]

Nothing comes up on a BETA search for ‘discount’, ‘discount equestrian’ or ‘deuk’ – neither does anything come up on a Google search apart from discount-equestrian.co.uk - ?

 

[DEUK]

Discount Equestrian UK is not related to and has never been related to Discount Equestrian / Daisy Equestrian.

This company took payments and did not send goods. They are no longer trading.

[Content removed] are not involved in this kind of dispreutable practise please do not confuse them with us.

Many thanks

DEUK

 

[DEUK]

Discount Equestrian UK are part of The Harrogate Horse and ARE registered with BETA and are a registered UK company with companies House. And are not anything to do with this other company.

 

[MissChaos]

You might want to clarify on your site that you’re part of HH, particularly given this potential for confusion – there isn’t any mention of it anywhere.

Am sure your SEO is in hand as the domain’s only recently been registered.

However, more for your own backs and reputation than anything else, you might also want to either refrain from stating that DEUK is BETA registered when it’s actually the parent company / HH that is registered, as as mentioned you don’t show up on BETA’s site.