Awards for the worst customer service goes to...

Weezy

Weezy

Well-Known Member
Joined
6 November 2003
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39,872
Location
The Sodden Cotswolds
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Horseware
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I purchased a Rambo Multibridle from Frogpool Manor, which arrived today. Very excited I open the bag and start assembling the bridle...except I soon realise that the leather bit straps are missing and I only have bit clips. You need the straps if you use a standard snaffle, the clips are used for hanging bits.

I call Frogpool who have no idea about what is supposed to be in the bag as they are going out as soon as they come in, but were very helpful and asked me to return the bridle so they could look and call Horseware. I suggest I call Horseware myself, they agree this will prob speed everything up.

"Hello Horseware Reception"

"Hello I would like to speak to someone regarding a bridle that I have just been delievered"

"Where are you calling from"

"The bridle came from Frogpool Manor, I am the customer that received the bridle and a part has been omitted during the pick and pack process, so to speed things up Frogpool agreed it would be quicker if I spoke to you personally"

"Sorry we do not speak to the public about things you have bought, you must go through the tackshop"

"Whilst I understand that, the item was purchased via mail order and it will take 2 mins to sort out the missing part, Frogpool will back me up with a phone call if you like"

"No, we do not talk to the general public, you will have to send the bridle back and Frogpool will have to deal with us. Goodbye".

FURIOUS
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Their mistake, will be MY time and MY money that has to be used sending the bridle back, whereas they could just have posted the omitted part to me directly! PLUS I now don't have this bridle which I needed to trial this week.

May sound trivial but for Pete's sake, why bother putting your contact number on the back of a user information leaflet if you refuse to speak to the people who put money in your coffers
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That's a shame, that's terrible customer service from the receptionist.

I've emailed their customer service dept in the past when my rhino wug's fillet strap broke within a week, and they sent a new one out straight away, no questions asked.
 
That is my pet hate. Like you say, why put the number on there if they refuse to talk to you.

Hope you get it sorted quickly. Won't Frogpool refund your postage since the item was faulty?
 
I would ring back, talk to someone who has althority (sp) and put a complaint in. That is so out of order and rude. Shame you didn't get the person's name. I hate calling people like that, they don't want to sort it out because they are so bone idle, and just sit at the phone filing there nails.
 
I am writing a snotty email ATM and have sent one to Frogpool too - when I spoke to Sarah at Frogpool about my convo with Horseware she was also disgusted - this is a NEW product and if it is being picked and packed incorrectly there are going to be a LOT of disgruntled customers around!
 
When I needed extra neck strap attachement rings they were fantastic - phoned, they came in the post the following day at no charge.

Phone them back and ask to speak to someone else.
 
Thats brilliant......... could you try and phone them back pretending to be "sarah" from frogpool??? Tell them the customer is really shirty and wants the new bits sent direct to them not to frogpool???

not speaking to the public is just daft... its the public that are the blumming customer!!
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I found the same problem with Horseware, a few years ago when I was doing textiles course work at school I called them for possibly a sample of their material and some information about it. I only got to the receptionist too and she said they wouldn't do it incase I was a rival company!!!! I said the school would send a letter confirming who I was and she still said no! I mean a rival company could just look at a rug to look at the material!!
 
I can't stand companies that have bad customer service Weezy! It's not exactly hard to be helpful and polite!

Next think they will be accusing you of sabotage and sending you abusive PM's on here eh?!
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(for those who don't know already 'Equisafety' did that to me and a fair few other HHOers!)
 
[ QUOTE ]
When I needed extra neck strap attachement rings they were fantastic - phoned, they came in the post the following day at no charge.

Phone them back and ask to speak to someone else.

[/ QUOTE ]

The woman obv has PMT today then
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Have sent the email, if I do not get a response by tomorrow I shall call in the morning and get shirty! It would take a small jiffy bag and 2 mins for them to send me what I need, and have paid for!
 
Please may I give the award for the ultimate customer services to Neil from TrailerVision?
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We have been emailing each other for a week, trying to iron out a couple of problems I've been having with my new trailer camera, which are now sorted - his emails to me go "thank you for being so patient and persevering" and mine to him go "thank you for all your help and wonderful customer care and aftersales service" - so I probably ought to get the award for being a lovely customer!!
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Thought the snaps were for ensuring that not too much pressure is exerted on the bit
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Non the less, you obviously can't use the bridle without the straps, and that customer service is absolutely appalling.
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After having a problem with a harness part last week and getting a very stroppy phone call for THANKING the supplier, it seems to me that, these days, suppliers are their own worst enemy.
 
Does this woman know that the "members of the public" she refuses to speak to are the people that ultimately pay her wages? Obviously is extremely lacking in the common sense department.
 
My Father in Law used to have a sign on the wall above his desk when he ran a concrete block plant, it read "Customers make pay days possible"
 
Well.. this woman sounds like the secatary off St Trinians? am i right? its apalling that they refuse to talk to you! after all "the customer is always right" and if you payed for the bridle (meaning to get the parts) then you should get what you payed for!.

Stephen
 
May I offer you another contender for worst customer service?
If anyone remembers my post about the saddlery (I called them the fictitious name of 'Hackaway'
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) who failed to deliver items despite being paid extra for next day delivery, then I'm still waiting
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I ordered Thurs - for delivery Fri.
Fri - they claim they tried to deliver at 4.30pm but I wasn't it at the time (I was).
Sat - they tell me too late, it'll be delivered on Mon, but they will refund postage.
Mon - they tell me they tried to deliver at 9.55am but I wasn't in (you guessed - I was).
Tues - told they'll deliver today....still waiting....
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Grrrrrrrrr
S
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