Equetech - awful customer service?

[Hamlet]

For Christmas I got an Equetech Venture Elite coat, after heavily researching long riding coats I was pretty happy this would suit my needs for riding and teaching in wet weather. With a claimed 15,000 waterproof measurement I was pretty confident.

Loved the coat used it Jan-April so 4 months worth of use. Got it out of the closet to use this week and got soaked wet through within half an hour. Wear arms and wet sides and the hood is no longer waterproof. I contacted Equetech and they were pretty rude accused me of washing it and when I told them I hadn’t washed it yet they told me there’s nothing they can do as it’s out of warranty and they’ve had no other complaints about the coat.

I’m a bit baffled that it’s out of warranty when it’s less than a year old and only had 4 months actual use? Surely that’s a fault? Is there any way I can take this further?

 

[Grassy]

Contact them again & tell them you will contact trading standards as the coat is not for for purpose. Did you buy online or in the shop? Online is covered under distance selling regulations, so have a look at these. From the shop you are entitled to refund, replacement or repair but you will need to look up the time allowed for this. I got a refund on some spurs that fell in half after 2 uses under distance selling regulations despite the vendor arguing.

 

[nagblagger]

I would contact them by email - you then have an audit trail in case you need it.

 

[teapot]

Am fairly sure fit for purpose is for a year, maybe two. I’d start quoting trading standards law at them.

ETS - did you buy it direct from them?

 

[PeterNatt]

I would write to the supplier of the coat by Royal Mail 'Signed For' service and advise them of the issue you are having with the coat and ask them to resolve it.
If you paid by Credit Card and you don't hear from them after 4 weeks or are dissatisfied with their response then ask your Credit Card company for a 'Charge Back' and they will refund you for the price you paid for it.

 

[sbloom]

Fit for purpose and of merchantible quality is now up to 6 years depending on the expected life of the product, so I'd have thought that 4 months was much too short! CAB run trading standards in most areas.

 

[BBP]

I’ve just ordered one of their jackets, not impressed if it isn’t waterproof!

 

[Hamlet]

Thank you for all your help. I will email them again formally putting a complaint in about the coat and see what response I get although I’m sure it will be similar. Then do I contact trading standards myself?

 

[lynz88]

Hmmm glad I didn't end up going with that coat and went with Stierna Stella which has been a fab coat!

I would try the threat first and then if nothing, contact trading Standards. Give them a chance to respond before pulling the trigger.

 

[sbloom]

Thank you for all your help. I will email them again formally putting a complaint in about the coat and see what response I get although I’m sure it will be similar. Then do I contact trading standards myself?

Absolutely. There is the consumer side which is run by the CAB in most areas, the business side is run by councils.

 

[lizandreggie]

Hi [Inappropriate content removed]
I saw this feed, and if you wish to pick up this conversation over email, please contact the office info@equetech.com. We have not 'rudely accused' you of washing it but were merely asking a question to ascertain if this was an issue. We stand by our statement that we have not had any waterproof issues on our coats and it was only one batch of fabric, which is why we are confused. We do our upmost to help anyone with a product issue, but without proof of purchase (bank statement, receipt, etc) we cannot take this further. Please feel free to contact me directly to pick up with us. Many thanks Liz

 

[little_critter]

@Equetech - you might want to remove the OPs real name from your post.

 

[Red-1]

Hi XXXXXXXX
I saw this feed, and if you wish to pick up this conversation over email, please contact the office info@equetech.com. We have not 'rudely accused' you of washing it but were merely asking a question to ascertain if this was an issue. We stand by our statement that we have not had any waterproof issues on our coats and it was only one batch of fabric, which is why we are confused. We do our upmost to help anyone with a product issue, but without proof of purchase (bank statement, receipt, etc) we cannot take this further. Please feel free to contact me directly to pick up with us. Many thanks Liz

Hi Equetech, I agree with little critter that it is bad form to give a real name out on a public forum, in fact it is a breach of data protection. I have blanked out the name in my quote.

I also don't understand about it being only one batch of fabric. Is this a faulty batch of fabric you have had?

As an aside, how on earth do you clean the coat? Your own website advises it is machine washable.

I was looking at a new waterproof coat but, on seeing this, have now ordered a Harry Hall one. That too is half price and comes well recommended.

Harry Hall All-Weather Long Jacket Dark Navy | Harry Hall | Women

 

[Parrotperson]

Talk about shooting your self in the foot there equetech. ?

 

[Starzaan]

Ohhh that wasn’t clever.
I used to be an account manager for a very big equestrian brand and I would have been lynched for sharing an end consumers name on a public forum.

In these instances it is always better if the company in question gets in touch privately and sorts out the issue.

 

[lizandreggie]

I cannot redact names now (have checked with H&H), and it is a first name only, which does not breach data protection.

I can confirm that we were confused as to why the coat was not waterproof, as it was the same fabric from a whole batch, which had no issues to date. Hence asking about washing the coat, as if not done correctly, can impact the waterproofness.

The coat is in fact machine washable, and we recommend using Nikwax Tech Wash and Nikwak TX Direct, as this will prolong the life of the coat. This is the same for wall waterproof coats, as the dust and dirt with impact on the waterproof membrane. We have written a blog about this at [Inappropriate commercial URL removed]

It is a shame that consumers feel the need to slate genuine companies on social media and forums, reaching out directly to the brand. I agree it is better to privately sort out any issues, but we were not given the opportunity to do so.

 

[Red-1]

Redacted.

 

[Forum Admin Team]

I cannot redact names now (have checked with H&H), and it is a first name only, which does not breach data protection...

As far as we're concerned, not so.

With whom did you 'check with HHO'?

 

[lizandreggie]

As far as we're concerned, not so.

Who did you 'check with HHO'?

Thank you for this.

 

[Forum Admin Team]

Thank you for this.

Please answer the question:

With whom did you 'check with HHO'?

 

[Red-1]

Ooops.

Well done admin for removing the data breach.

 

[ycbm]

it is a first name only, which does not breach data protection

I think you might need a refresher course in GDPR. You have "individuated", identified, a customer to anyone who knows their first name and the fact that they were riding in a newish Equetec "waterproof" coat. That's not legal.

Almighty PR failure on this thread, I'll certainly never buy one of your products.

 

[FestiveG]

I would have thought that the brand would have pmd the op, or emailed her privately. To respond, in this manner, on a sm thread is unprofessional and very rude. It has ensured that I will never buy from this company.

 

[Starzaan]

Absolute PR nightmare. What a shame because the products are, on the whole, very good. I certainly won’t be buying from them anymore.

 

[teapot]

If you look at previous posts from the same user (not OP, the equetech bod), their not so subtle marketing of Equetech products is clear to see.

Hope they brush up on GDPR regs.

 

[Tiddlypom]

A major marketing oops. Thanks admin for the prompt redactions. Now regretting my Equetech Venture Elite purchase, and indeed all the underwear that I've purchased from them and have previously recommended on here .

 

[Starzaan]

If you look at previous posts from the same user (not OP, the equetech bod), their not so subtle marketing of Equetech products is clear to see.

Hope they brush up on GDPR regs.

I noticed that. Really not subtle!

 

[Sossigpoker]

Naming aside , if OP can't provide proof of purchase , the company isn't obligated to assist. If OP bought it from the website directly , there would be an email trail. If they bought it from a retailer, they need to take this up with the retailer.

 

[AmyMay]

Deleted

 

[teapot]

Naming aside , if OP can't provide proof of purchase , the company isn't obligated to assist. If OP bought it from the website directly , there would be an email trail. If they bought it from a retailer, they need to take this up with the retailer.

A bank or credit card statement would be enough.