Derby house faulty rug followup (as am furious)!

HollyWoozle

HollyWoozle

Well-Known Member
Joined
1 August 2002
Messages
4,035
Location
Beds/South Cambs
www.farandride.com
Sorry to bore you all again, I am just so mad! After our fourth call about the snapped clip on the legstrap of my horse's DH rug, there was still no result.

My mum sent a very cross email as, of course, their phonelines had stopped working. They completely ignored that! She eventually managed a fifth call to them today, after having been promised FOUR TIMES that they are sending replacement straps and the woman said that our request for straps had not been sent to the right department and that in fact, they don't have any in stock. At this suggestion, my mum asked for a replacement rug instead, seeing as ours is faulty and we are entitled to a replacement or a refund and the woman just said "well, if you think the rug is faulty then you shouldn't have it on your horse".

GRRR. Am I being ridiculous? As I said before, leg strap is tied and safe but somewhat inconvenient. The rug is a nice fit and she is happy and warm in it but I don't want to give up this fight out of principal. I also don't want to have to buy a different rug which doesn't fit her as well, just so that I can send the other rug back for a refund... which would probably be another fight in itself.

Am I being ridiculous? I appreciate what you all said in my other topic and maybe I should just give up, just doesn't seem fair that they should get away with selling faulty items. My angry mum intends to complain higher up the chain to get something done.
 
I would contact trading standards and get them to act on your behalf to save the hassle and stress. As you say you can still use the rug at the moment - but its the principle.

This business really do need to shape up if they want to keep any customers, dont they?
 
Phone them and ask for a partial refund, then go to the tack shop and buy a replacement leg strap, it shouldn't cost more then a couple of pounds.
 
If the order was over £100 and paid for on a credit card the credit card company will fight it for you. Some c/cards will do it if the order was for less out of goodwill but they don't have to.

Otherwise just keep asking to speak to someone higher, they're lucky you are happy to accept leg straps if it is faulty you can send the whole thing back regardless if it has been on the horse or not.

I've just received my order from them so hope nothing is faulty!
 
I think DH are really going down the pan from what was such a good company!! Surely in this day and age they should be hanging onto what customers they still have!
 
Just sounds like you need a replacement leg strap? (or even just the clip?) If they're out of stock, surely a good solution would be for them to take one from another rug & send to you immediately - they can them make their rug good when their stock arrives?
 
Letter to top dog at head office. CC Trading Standards.

Although if you want a refund or replacement it is reasonable of them to request you return the faulty one - have you got something to put on her in the meantime?
 
That's the tricky thing - I don't have anything else appropriate for her in this weather so if I am to take the current rug off her, I would need to buy a replacement. I just don't fancy doing this when I have no guarantee that I'll get my money back from DH, especially not with their current behaviour.

It's so aggravating when the rug fits her nicely and is perfect apart from that fault. I would've been completely happy if they'd just sent the replacement straps as they originally stated. I think we will do as some have suggested and contact as high up as we can, involving trading standards as necessary.

All seems a bit pathetic over a broken clip but I just feel angry and think that they shouldn't get away with it!
 
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Letter to top dog at head office. CC Trading Standards.


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You could mention the negative feedback they are getting on here, I did this a few months ago when having some problems, think it helped my complaint a little
 
I am not disagreeing about the principle in demanding a replacement clip, but it is very easy to make a tempoary repair so that the rug can remain in use.
 
To be honest, it does sound a lot of fuss over one leg strap, particularly when the rug is still use-able and good in all other respects.

Perhaps, just chalk it up to experience?
 
You are most likely to get this sorted if you follow the suggestion above and go to their top bod and cc trading standards. Then a specific person should be assigned to the problem and will be made accountable.
 
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To be honest, it does sound a lot of fuss over one leg strap, particularly when the rug is still use-able and good in all other respects.

Perhaps, just chalk it up to experience?

[/ QUOTE ]

Agreed, just let it go.
 
You don't mention on here whether you received the rug with the clip already broken or if it broke after you'd used the rug as this vastly affects things.
 
[ QUOTE ]
To be honest, it does sound a lot of fuss over one leg strap, particularly when the rug is still use-able and good in all other respects.

Perhaps, just chalk it up to experience?

[/ QUOTE ]

Argee. A bit ott imo. Local tack shop or the good old baley twine!
 
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