Equetech - awful customer service?

[FestiveG]

For my father's last Christmas present( not that I was aware it was!) I bought him a Drizabone coat, I also bought one for sis and one for me (having had a little windfall). He died shortly after and had never worn the coat. I rang and explained to Webury and they were very obliging and refunded my money, on my returning his coat. That is customer service.

 

[w1bbler]

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.

I went direct to musto when my coat failed, couldn't remember how long I'd had it or where I bought it from. It developed a sort of blistered look when it rained.
Replacement was sent straight away & they collected my old one to investigate

 

[Fruitcake]

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).

Not a great look at all! The info on the company website says the managing director has the same first name as the poster’s username so perhaps it’s themselves they’ve shot in the foot...

 

[DarcyPercy]

As an FYI, on the assumption that Equetech are still following the thread, the below link to the Privacy Policy on your website is broken.

———
DATA PROTECTION

How do I find out about how my data is collected, what we do with it and how I can amend or remove my data?
Please click on the link to our Privacy Policy for more detailed information.

 

[Tiddlypom]

The Equetech bod was last logged into HHO today at 15.26.

 

[Rowreach]

Not a great look at all! The info on the company website says the managing director has the same first name as the poster’s username so perhaps it’s themselves they’ve shot in the foot...

I particularly liked this bit:

Tell us a bit about how the Equetech brand was born?

Equetech was born from one products - The ComfyRumps riding underwear. It was designed by Leslie, the founder of Equetech. Equetech has been sold on twice and I have owned it for nearly 14 years, growing it into the wide selection of equestrian products we have today.

What inspires you when you start to design a new product range for Equetech?

I always listen to our customers and I take influences from everyday fashion and my own experiences from the yard.

40% of the Equetech products are guaranteed to be British, tell us more about that, why is that important to you?

It is very important to keep British manufacturing alive and to not see the skills die out. We should protect our industry and to ensure we buy British, keeps the economy alive.

 

[Sealine]

I thought Equetech might have had the sense to contact the OP direct and offer a refund/replacement and a full apology and compensation for inconvenience first thing this morning. It doesn't sound like they've done that. Very, very poor customer service and a PR disaster.

 

[Red-1]

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

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! ?

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

Dammit, I am sending my Medium HH coat back to swap for a Large. They will sell out before my old one gets back, at this rate ?

 

[Red-1]

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.

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.

Shocking. Sounds like they were just ducking their responsibilities.

 

[Surbie]

Dammit, I am sending my Medium HH coat back to swap for a Large. They will sell out before my old one gets back, at this rate ?

Mine arrives tomorrow.

ETA: That's 5 coats Equetech could potentially have sold, though am not assuming all of us were looking there.

 

[MagicMelon]

Definately complain and threaten trading standards. 4 months is too short a time to fail already. I wonder why the jacket has done that though, weird.

We had a Simba mattress for 11 months which had big holes in it where we had slept, it was awful. I emailed them with photos and literally a week later they'd collected it and replaced with a brand new one. Great service and means Im far more likely to recommend and use them again, companies seem to forget this part of customer service. Itd be a lot easier for them just to replace the coat rather than them to lose all the business from you simply telling a few people they arent good. Its put me off buying from them already.

 

[Petmurf]

Mine arrives tomorrow.

ETA: That's 5 coats Equetech could potentially have sold, though am not assuming all of us were looking there.

6, mine arrives tomorrow ?

 

[Red-1]

6, mine arrives tomorrow ?

Noooo, not all large, please?

I bet they are sold out before my medium is replaced!

 

[Surbie]

Noooo, not all large, please?

I bet they are sold out before my medium is replaced!

Don't worry, at least one of us is built along more, *coughs*, robust lines...as the wonderful Joyce Grenfell put it, I am 'stately as a galleon'.

 

[ponynutz]

Would also suggest screenshotting any messages from Equetek (or however you spell it) on here. Probably won't be deleted but just in case!

 

[Starzaan]

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).

I can assure you that if I was still working in that arena I would have slid straight into her DMs to offer a free coat after such a horrid experience.

 

[Hamlet]

I am just honestly so taken aback by their response ? It really stressed me out!

I have taken screenshots, thank you for the reminder as I had of the first but not the second so have done now just in case. I’ve logged a complaint too.

Annoyingly I have a few Equetech items as I liked their products…I’ll never buy from them again now and will certainly not be quiet about my experience.

 

[holeymoley]

Dammit, I am sending my Medium HH coat back to swap for a Large. They will sell out before my old one gets back, at this rate ?

They’ve had some great promotion on this thread! I got a small so haven’t nabbed any larges. I don’t want blamed if they’re out of stock ?

 

[Snow Falcon]

Sorry about your plight OP-I hope they redeem themselves pronto to avoid any more bad publicity.

And why has someone posted a link to a lovely coat.......? I should not have looked, I'm rather taken with it.

 

[ponynutz]

Sorry about your plight OP-I hope they redeem themselves pronto to avoid any more bad publicity.

And why has someone posted a link to a lovely coat.......? I should not have looked, I'm rather taken with it.

v early xmas pressie

 

[HollyWoozle]

OP, I’m sorry for your troubles and I hope you get your money back. I’m absolutely stunned by Equetech’s responses on here… utterly bizarre and they’ve really damaged their own reputation with their replies. I can’t imagine ever buying from them now and already mentioned it to horsey friends/colleagues that they are worth avoiding.

As for the HH coat… @Red-1 you are naughty ? I haven’t ordered one and categorically do not need one but isn’t it lovely? I think someone should start another thread so that we can see photos of you all in your matching coats. ?

 

[cauda equina]

This is thread is so Ratner

 

[COldNag]

Unbelievable. I have had a few Equetech items over the years, and never had any issues, but won't be buying any more.

Ratner moment, definitely.

I expect the Equetech person will be banned from here, as they do seem to have been using their account to promote the brand. (Obvs that completely failed this time!). Not on.

 

[Fluffypiglet]

I’ve got that Equetech coat, worn some of last year and been in the wardrobe since Spring 22. Unfortunately it’s nearly 20degrees here most of the time so no way I can wear it to check if it’s remained waterproof as I’d cook! I hope you get it sorted OP and I’ll be joining you in shouting at them if mine isn’t waterproof when I get to wear it. Such a nice smart coat but they’ve let themselves down with their response to you.

 

[timefort]

I'm another one who was considering the equetech coat to keep my legs warm on rainy winter rides, but I value customer service above everything, so the question now is Harry Hall or Weatherbeeta Kyla??

 

[Red-1]

OP, I’m sorry for your troubles and I hope you get your money back. I’m absolutely stunned by Equetech’s responses on here… utterly bizarre and they’ve really damaged their own reputation with their replies. I can’t imagine ever buying from them now and already mentioned it to horsey friends/colleagues that they are worth avoiding.

As for the HH coat… @Red-1 you are naughty ? I haven’t ordered one and categorically do not need one but isn’t it lovely? I think someone should start another thread so that we can see photos of you all in your matching coats. ?

LOL, I was so concerned at potentially 7 more flying out of their door, I took the return to their office by hand today! I found that it was actually closer than the Post Office! Hopefully a Large will be shortly winging its way to me.

 

[Hormonal Filly]

Just received my HH coat. Really impressed with it for the money.. I’m surprised how tight it is for a small though! Almost tempted to send it back for a medium. ?

 

[Petmurf]

Just received my HH coat as well today and I love it but for a large it’s quite snug but looks lovely ?

 

[Starzaan]

I'm another one who was considering the equetech coat to keep my legs warm on rainy winter rides, but I value customer service above everything, so the question now is Harry Hall or Weatherbeeta Kyla??

I know I’m biased but the Kyla coat is INCREDIBLE. As I said, mine has been going for five winters and is still waterproof and lovely. WB customer service is excellent, especially lovely Mel. ?
I also know HH customer service is excellent and the team are lovely, but I haven’t bought any of their coats so can’t really comment.

 

[SaddlePsych'D]

I know I’m biased but the Kyla coat is INCREDIBLE. As I said, mine has been going for five winters and is still waterproof and lovely. WB customer service is excellent, especially lovely Mel. ?
I also know HH customer service is excellent and the team are lovely, but I haven’t bought any of their coats so can’t really comment.

I may or may not have bought this coat based on a recommendation on another thread.

I love it. It's had one test in heavy rain so far. It held up well and I think is going to be a goodie!