Equetech - awful customer service?

[dogatemysalad]

To give an example of really good customer service, last year I contacted Aigle’s head office in France. I had a pair of parcour wellies which had started leaking - they were nearly 2 years old so I assumed the store I’d bought them from wouldn’t be interested but having had a previous pair last for more than 5 years (and my husband’s are nearly 10 years old), I thought that Aigle should know that the quality had deteriorated.

They got straight back to me, asked for photos of where the wellies had split, apologised profusely and sent me a new pair of boots.

The result is that their technical department now knew about a possible defect and I have a warm, fluffy feeling about Aigle and will recommend them to my friends - win, win!

Well done you. Wish I'd done that with my Aigle Pancours which split after a few weeks. I couldn't remember which online retailer I'd bought them from so they just ended up in the bin.

My personal best ever customer service award goes to Bucas. I bought 2 sun shower turnouts which proved to be too tight after they'd been worn. Rang Bucas to see if they did chest expanders. Customer services put me straight through to the production line. The manager offered to make two matching expanders at no charge. Arrived in the post a few days later. Admittedly, it was quite a few years ago, but I was impressed.

 

[sakura]

Based solely on this thread, I will not be buying from Equetech!

OP - I hope it gets sorted for you without hassle, stress and the rudeness so far presented towards you from the company!

 

[Sossigpoker]

Any retailer should be familiar with items received as presents which means that the new owner will not have a purchase receipt.

FWIW, my Venture Elite coat is three days short of being a year old. It cost me
£134.96 inc a 10% new customer discount from Griggs (I just checked my on line Griggs account).

So if it leaks now, that's tough on me, Equetech?

If it isn't as advertised then you take it up with the retailer, who in turn will liaise with the supplier/manufacturer.

 

[Fieldlife]

I think this is a little bit unfair. It is standard procedure you go via the retailer if have problems. And you would need proof of purchase in some form to send an item back.

Approaching the manufacturer direct is not a standard approach.

 

[Tracking_up]

Approaching the manufacturer direct is not a standard approach.

That would depend on how the item was purchased. Equetech have an on-line store, so items can be purchased directly from them, as the manufacturers.

But yes, the contract is via the retailer (who might be a 3rd party or in this case could be the manufacturer), but as this thread shows, the negative effects on the brand could still be demonstrable so it's in their best interests to respond appropriately.

 

[ycbm]

Approaching the manufacturer direct is not a standard approach.

It is when the retailer isn't known or when the retailer is being obstructive. The law from way back when (snail in lemonade!) established that retailers were responsible for what they sell but it doesn't mean the manufacturer isn't.
.

 

[Tiddlypom]

If it isn't as advertised then you take it up with the retailer, who in turn will liaise with the supplier/manufacturer.

Yes, I'm aware of that, thank you . I raised the issue of the scuffed Ariat boots with the retailer, who then liaised directly with Ariat. Neither party tried to duck their responsibilities, though.

Also, Equetech sell direct to the public via their on line store, which removes a layer of consumer protection (the retailer) if you purchase that way.

 

[ester]

Ariat direct with no proof of purchase (obvious it’s their product after all ) have had 2 pairs of boots replaced for me once after 6 months, the others after 2 months.

the first ones the retailer didn’t exist anymore, can’t remember the second ones but I do know it was hassle free each time and they seemed genuinely interested what had gone wrong.

 

[ponynutz]

I think this is a little bit unfair. It is standard procedure you go via the retailer if have problems.

OP DID go to the retailer first! This is to all intents and purposes a social media website and OP has absolutely no official connections with Equitech other than this problem they had with the coat.

OP simply wanted to vent/get advice after she felt let down by a company she'd bought a product from. There is nothing wrong with that and if, as a company, you can't cope with people leaving negative reviews or talking about their negative experiences you aren't going to last very long.

My view only of course but there it is.

 

[The Xmas Furry]

Another Ariat fan. Had Bromonts that started pulling apart down the elastic near the back zip, 2 yrs old. I contacted them direct as was well aware of their age and out of warranty, but wanted to let them know as I'd only ever used them for best, not even st home riding.
I was amazed as absolutely no quibble, they sent me a replacement pair out. Was a few yrs ago now, but every bit of riding, yard and walking footwear of mine is Ariat.

Another fab brand to deal with (for me) is horseware, they sent me enough fabric to reline a 30 yr old rug, I didnt ask for it, just enquired as to if they sold it or if not what did they reccomend I could do.

 

[Surbie]

Ruggles have been really good for me. The stitching failed on a new 100g turnout - totally failed, no one at the yard has ever seen anything like it, it had given way on the surcingles and on the chest buckles. My horse was only wearing the detachable hood. They were really interested to find out how it had failed, sent me postage labels to return it and I have a brand new replacement rug for this season, no quibbles at all. Lots of warm fluffy feelings and customer loyalty in their direction...

Equetech have rather shot themselves in the foot on this thread. I hope they realise they need to make amends. And train their staff on GDPR.

 

[donkeyindisguise]

all those people saying there's no such publicity as bad publicity... I feel cheated haha

Was given a set of Fairfax & Favour boots for my 30th a couple of years ago..... first wear and they came unstitched obviously hugely disappointing! Contacted F&F direct as with them being a gift no idea where they came from.... wouldn't even entertain me, just kept asking me to give them back to the person who gifted me them... who had just lost a family member.... errrrm no?!


So, I took to SM, posted a story about my poor experience, and they just had the audacity to 'like' it

It leaves a bad taste in your mouth, I know people have mixed opinions on the brand but I SO wanted a pair of their boots, and now wouldn't go out and buy any more

And with Equetech... I've always liked their products and would certainly think twice about buying from them now

 

[SBJT]

Ariat did this with my Conistons.

They were just over 12 months old, cleaned with the ariat cleaner and not mucked out in. I had saved up a while to get them so they are my winter riding /dog walking boots.

The leather cracked over the foot just under the laces, no matter how much i conditioned them it went brittle. Took them back to tje store i brought them from. They contacted ariat with the pictures and jusy swapped them over and the faulty ones sent back to ariat.

I had a similar experience with Ariat actually on the connistons, however mine were out of warranty. Ariat shipped internationally and sent a new pair free of charge. I was completely happy to pay but they just provided a replacement set. THATs good customer service.

 

[BallyJ]

all those people saying there's no such publicity as bad publicity... I feel cheated haha

Was given a set of Fairfax & Favour boots for my 30th a couple of years ago..... first wear and they came unstitched obviously hugely disappointing! Contacted F&F direct as with them being a gift no idea where they came from.... wouldn't even entertain me, just kept asking me to give them back to the person who gifted me them... who had just lost a family member.... errrrm no?!


So, I took to SM, posted a story about my poor experience, and they just had the audacity to 'like' it

It leaves a bad taste in your mouth, I know people have mixed opinions on the brand but I SO wanted a pair of their boots, and now wouldn't go out and buy any more

And with Equetech... I've always liked their products and would certainly think twice about buying from them now

I'm not a huge fan of F&F but depending on which boots you were after its worth looking at penelope chilvers

 

[Surbie]

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

Thanks for the tip - was also looking for a new waterproof coat and have gone for this too.

 

[Red-1]

Thanks for the tip - was also looking for a new waterproof coat and have gone for this too.

Mine arrived today, next day delivery. I am swapping for a larger one, it is tailored.

 

[Tracking_up]

Thanks for the tip - was also looking for a new waterproof coat and have gone for this too.

I wasn't looking for new coat, but have succumbed to a bargain.

 

[Tracking_up]

Mine arrived today, next day delivery. I am swapping for a larger one, it is tailored.

ahh, I might need to go up a size when I get it....

 

[SaddlePsych'D]

Dang, I just ordered some Mountain Horse boots but maybe should have gone Ariat after reading this thread...

I don't know what it is about F&F but I have an irrational dislike of this brand. I have never bought anything of theirs but every time an ad comes up on my social media (which is a lot considering I've never looked them up, maybe that's why) I just have this instinctive 'ugh!' response. For no concrete reason.

 

[Hormonal Filly]

Mine arrived today, next day delivery. I am swapping for a larger one, it is tailored.

Is it just a thin rain coat or is there any padding to it?

 

[Red-1]

Is it just a thin rain coat or is there any padding to it?

It has some padding, it isn't clumsy-thick but has padding.

As it was half price, I bought it as I think I can do yard duties in it without needing waterproof trousers as well.

I am a 37 inch chest, bought medium. It fitted OK, but wouldn't have had space for adding jumpers with still space to spare for waving arms around to fork the muck heap!

 

[Hormonal Filly]

It has some padding, it isn't clumsy-thick but has padding.

As it was half price, I bought it as I think I can do yard duties in it without needing waterproof trousers as well.

I am a 37 inch chest, bought medium. It fitted OK, but wouldn't have had space for adding jumpers with still space to spare for waving arms around to fork the muck heap!

Thank you! I’ve just bought one, went for a Small. I had Equitech, Equitech and Stierna on my list but Harry Hall sounds a fab coat for only £70! ?

 

[The Xmas Furry]

If you want a waterproof and filled lined coat, I'm v happy to recco the Pikeur Isa.
I dont have anything else of theirs but happened to see this coat in my size half price in a sale back in August - its blooming great! True to size, in fact perhaps a tad larger but perhaps better as can fit winter clothes under it. It's been my 'go to' in all the recent heavy rain recently!

 

[holeymoley]

I've just bought the HH coat too looking forward to it.

 

[Hamlet]

Just to clarify things, I do have proof of purchase. Equetech never got so far as to ask me, just told me the coat was out of warranty and there was nothing they could do to help.
It’s quite obvious they don’t believe me that the coat is no longer waterproof and obviously they’ve throughly questioned everyone who has had the same batch of coat that I have…expect they’ve asked me anything about the coat so they have no product details to go off…so how they know there’s no other issues is beyond me.

I’m a good customer who would never try to falsify claims or weasel money/product out of a business but I think paying a lot of money for something that no longer does it’s job is worth questioning.

I’m pretty furious.

 

[scats]

Equetech, the customer service we have all witnessed here is appalling and I wouldn’t buy a thing off you as a result. Perhaps send some of your staff on a PR course!

 

[Starzaan]

Just to clarify things, I do have proof of purchase. Equetech never got so far as to ask me, just told me the coat was out of warranty and there was nothing they could do to help.
It’s quite obvious they don’t believe me that the coat is no longer waterproof and obviously they’ve throughly questioned everyone who has had the same batch of coat that I have…expect they’ve asked me anything about the coat so they have no product details to go off…so how they know there’s no other issues is beyond me.

I’m a good customer who would never try to falsify claims or weasel money/product out of a business but I think paying a lot of money for something that no longer does it’s job is worth questioning.

I’m pretty furious.

Ok I know I may be biased as I used to work for them, but the Weatherbeeta Kyla coat would be my go to long winter coat. I’ve had mine since before they released in the UK, so it’s done around five winters and is still totally waterproof. I arranged for Miri Hackett to have one and she now has four ?

I’m sorry to see you’ve had this experience. Equetech have really not done themselves any favours here. Not the best PR example I’ve ever seen I have to say!

 

[Hamlet]

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.

Also just to confirm, I did contact your company directly first, that’s how you have my name to a plaster all over the internet. You were insistent there was nothing you could do and didn’t ask me any information other than because it’s older than 6 months you were unable to help. You don’t know where I bought it or any product details. You continually shut me down so I sought to seek advice elsewhere which I think is perfectly reasonable.

Plus you didn’t ask me if I had washed the coat, you stated I had and implied I had done it incorrectly. Certainly no question involved there. I have the conversation in writing. Hopefully everyone has witnessed your dreadful customer service for themselves.

 

[Starzaan]

I am absolutely appalled by the way this has been handled by Equetech. One can only hope the person posting here is a junior employee or intern who really doesn’t know any better, but somehow I doubt it.
I’m sorry you’ve had this experience, but grateful you shared it because I’m certain that the vast majority of us who have read it will steer well clear of Equetech from now on!
I would definitely head for one of the bigger brands listed in this thread as demonstrating excellent customer service. It’s a shame not every brand teaches its employees the importance of PR, brand loyalty, GDPR, and going above and beyond for the customer. Luckily there are still some out there who do understand those things!

 

[Rowreach]

I am absolutely appalled by the way this has been handled by Equetech. One can only hope the person posting here is a junior employee or intern who really doesn’t know any better, but somehow I doubt it.
I’m sorry you’ve had this experience, but grateful you shared it because I’m certain that the vast majority of us who have read it will steer well clear of Equetech from now on!
I would definitely head for one of the bigger brands listed in this thread as demonstrating excellent customer service. It’s a shame not every brand teaches its employees the importance of PR, brand loyalty, GDPR, and going above and beyond for the customer. Luckily there are still some out there who do understand those things!

According to their previous posts, they are the parent of a teenager, so presumably old enough to know better than to shoot their employer in the foot.

Not a great look for the company.

Wouldn't it be lovely if a different coat manufacturing company was reading this and offered a lovely new coat to the OP (just as an example of how good PR works).