Equetech - awful customer service?

[Starzaan]

I'm not sure offering to be a brand ambassador would swing it, I expect they'd be against being represented by a highwayman- although that's clearly just woke prejudice against working women. Maybe if I rode to their offices and tried a 'stand and deliver' approach? Although clearly I couldn't sneak up as I don't have my robbing-stocking yet so my plan may be somewhat flawed...?

If you can make it to Melbourne for your sneaking, and swing by the office at 10am any week day, you’ll get cake!

 

[SilverLinings]

Melbourne in Derbyshire or Melbourne in Australia? I may not have thought this through properly...

 

[Starzaan]

Melbourne in Derbyshire or Melbourne in Australia? I may not have thought this through properly...

Melbourne Australia. You could go to the offices in Banbury UK but there is less cake. Although the uk product manager does make homemade sausage rolls that are like crack.

 

[SilverLinings]

Melbourne Australia. You could go to the offices in Banbury UK but there is less cake. Although the uk product manager does make homemade sausage rolls that are like crack.

Ah, well Banbury is easier for me to get to than Australia or Derbyshire so we may be on to something. Actually, scrap that, I am definitely NOT GOING so don't warn them of my devious plans to hold them up for a highwayman's horse's bodystocking.

Off to launder my mask and polish my pistols feed the horses now, and definitely not discuss my plans with the horses...

 

[Hamlet]

Many thanks everyone for all your support ? it is gratefully received!

No updates from me as I’ve not heard much of anything from Equetech bar an apology re the data breach ?

Certainly looking at other long coats that will stay waterproof for a more reasonable amount of time!

 

[Red-1]

Many thanks everyone for all your support ? it is gratefully received!

No updates from me as I’ve not heard much of anything from Equetech bar an apology re the data breach ?

Certainly looking at other long coats that will stay waterproof for a more reasonable amount of time!

Such a silly move, as HHO comes up highly on Google searches. Imagine, Equitech Awful Customer Service as a search result ? along with pages of evidence. Takes a while to filter through.

I was fully expecting an update with a new coat and apology!

 

[Winters100]

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.

I am just curious, but what is you solution in respect of a situation such as this?

I would have expected a company selling products at these prices would have actively welcomed the opportunity to take the product back for testing. It seems that you acknowledge that this coat is one of yours and not a fake, since you have identified the batch of material.

Is you position simply that it is out of warranty, so is hard luck on the customer? This strategy might be appropriate for companies selling a coat for ten pounds, but in respect of premium products seems unreasonable. Would you not feel somewhat cheated if you shelled out hundreds of pounds on a product which was not fit for purpose within such a short time?

 

[FestiveG]

The other thing which I have been wondering, is how many of these coats have even been worn? Given the very dry summer we have had, I doubt if many have been put to the test of very wet days.

 

[meleeka]

The batch of material has been identified when the OP can’t even prove the coat exists? (in respect of needing a proof of purchase, which she has but the company have stated she doesn’t, without having asked for it). wow that’s pretty clever ?

 

[Tiddlypom]

The other thing which I have been wondering, is how many of these coats have even been worn? Given the very dry summer we have had, I doubt if many have been put to the test of very wet days.

Good point. Mine, purchased a year ago, hasn't even been worn yet as we haven't had suitable weather yet. It's rather a warm coat, and would be good to wear when spectating outdoors in winter, but I find too warm to wear when being active.

So I have a pristine looking Equetech Venture Elite coat which may not even be waterproof...?

 

[Winters100]

Good point. Mine, purchased a year ago, hasn't even been worn yet as we haven't had suitable weather yet. It's rather a warm coat, and would be good to wear when spectating outdoors in winter, but I find too warm to wear when being active.

So I have a pristine looking Equetech Venture Elite coat which may not even be waterproof...?

And sadly which it appears the company will not be bothered to help with if it is not waterproof, as it is presumably out of warranty

 

[Hamlet]

Such a silly move, as HHO comes up highly on Google searches. Imagine, Equitech Awful Customer Service as a search result ? along with pages of evidence. Takes a while to filter through.

And don’t they know it!

I hope they’re right and that mine is just the odd one out and the only dodgy one they have made…but equally if that’s the case surely apologise and replace it? Baffling.

 

[Kunoichi73]

Slight thread derail... Anyone who has the Harry Hall coat - is it very warm? I'm looking for a waterproof for future riding holidays, that I can use in warm and cool climates. I normally buy shell waterproofs so I can do the layering thing.

 

[Winters100]

And don’t they know it!

I hope they’re right and that mine is just the odd one out and the only dodgy one they have made…but equally if that’s the case surely apologise and replace it? Baffling.

I agree. I am astonished that their reaction has not been 'awfully sorry, our customer service team dropped the ball, a new coat is on its way to you'.

They are instead hiding behind a limited warranty period, and statements such as "This is the same for wall waterproof coats, as the dust and dirt with impact on the waterproof membrane." I copied this directly from their post including typos. Well it is a coat sold for equestrian use. I do not know what kind of stable the owner of this company is used to, but my experience is that dust and dirt are a part of stable life. If it is only waterproof for a short period when exposed to dust and dirt then surely this should be stated clearly, and it should probably be sold as a 'town' coat, rather than as equestrian wear.

It is a shame, as I had read some good things about their products, but they need to accept that good customer service is part of the package. The best thing that they could do would be to hold their hands up and admit that they made a mistake. If they did this, and publicly announced a change of policy on warranties, then perhaps some of us could be persuaded to consider their products again. If not it seems inevitable that their brand is going to suffer.

 

[ycbm]

Is that what they said? Well they need to know then that almost all my wet weather coats have been general use jackets that were never designed for stable dirt and yet they worked better than their coat, which supposedly was ?
.

 

[Fruitcake]

The batch of material has been identified when the OP can’t even prove the coat exists? (in respect of needing a proof of purchase, which she has but the company have stated she doesn’t, without having asked for it). wow that’s pretty clever ?

I think the owner said in her first post that all the coats they made were made from one batch of material.

 

[Surbie]

The Equetech rep hasn't been back on HHO since Wednesday, so they don't seem to be that bothered about fixing things.

 

[Starzaan]

I agree. I am astonished that their reaction has not been 'awfully sorry, our customer service team dropped the ball, a new coat is on its way to you'.

They are instead hiding behind a limited warranty period, and statements such as "This is the same for wall waterproof coats, as the dust and dirt with impact on the waterproof membrane." I copied this directly from their post including typos. Well it is a coat sold for equestrian use. I do not know what kind of stable the owner of this company is used to, but my experience is that dust and dirt are a part of stable life. If it is only waterproof for a short period when exposed to dust and dirt then surely this should be stated clearly, and it should probably be sold as a 'town' coat, rather than as equestrian wear.

It is a shame, as I had read some good things about their products, but they need to accept that good customer service is part of the package. The best thing that they could do would be to hold their hands up and admit that they made a mistake. If they did this, and publicly announced a change of policy on warranties, then perhaps some of us could be persuaded to consider their products again. If not it seems inevitable that their brand is going to suffer.

I was hoping that this was a young employee who made a big mistake posting on the forum in such a way, breaching GDPR and handling this so badly.
Sadly, following a little more research I have a terrible hunch that lizandreggie is in fact the MD. If this is the case, this is even more appalling.
I also notice that their most recent Facebook post is about this post, and has some quite frankly bizarre comments from people praising Liz for being a glorious human being. I feel it may be prudent to post a link to this thread there!

 

[SilverLinings]

I was hoping that this was a young employee who made a big mistake posting on the forum in such a way, breaching GDPR and handling this so badly.
Sadly, following a little more research I have a terrible hunch that lizandreggie is in fact the MD. If this is the case, this is even more appalling.
I also notice that their most recent Facebook post is about this post, and has some quite frankly bizarre comments from people praising Liz for being a glorious human being. I feel it may be prudent to post a link to this thread there!

If that's the case then I definitely won't buy their products again; like you, I was hoping it was an inexperienced member of staff making a bad job of customer relations, but if it's the MD then I would hate to have to return any faulty product to the company as they don't sound very pleasant to deal with, and presumably the buck stops with them.

I'm surprised they didn't reappear on this thread to apologise, just so that when this is found on a Google search it has a good outcome so won't put off future customers.

 

[Winters100]

Actually it is a shame, because it looks like a really good jacket, I mean their 'Utopia' one which is on their FB page, but obviously useless if it is not waterproof when used in a stable. I wonder why they did not resolve OP's problem if it genuinely was a one off. Makes me think that maybe they are aware that they have a whole batch which are sub-standard and do not want to alert customers to check until warranty periods have all expired.

 

[AShetlandBitMeOnce]

it seems you are not alone aadly.... another recent one

 

[holeymoley]

My HH coat came last night. Fits lovely. That was just with a base layer under it at the moment as it’s quite unusually warm up here just now. It’s nice and padded though so I think it will be fine in the colder weather too. I rode with it on today and very comfy.

 

[Winters100]

The Equetech rep hasn't been back on HHO since Wednesday, so they don't seem to be that bothered about fixing things.

I think we can safely assume that they are here monitoring what is written via a new log in. Shame that they are not ready to step up and address the issue.

 

[Tracking_up]

Well, I'm very pleased with my new HH coat. It fits well, not too tight (tried it on with office top and office lightweight jacket on), so would be able to get a thin-ish sweater/fleece on under it, if needed. Albeit I wasn't looking for a new coat, a bargain not to be missed!

 

[Surbie]

Am also very pleased with my HH coat. I can fit a fleece under it and it copes with my linebacker shoulders.

 

[Kunoichi73]

I'm still dithering about buying. I don't really need it at the moment but I also got my eye on a couple of their breeches. By buying all those I'd save myself some postage...

 

[Hamlet]

Very tempted by the sound of the HH coat I must say!

 

[sbloom]

I have a Uhip delivery on the way...got 15% off at the weekend, just been sent a 40% offer on some products, luckily not the ones I ordered!

https://uhipwear.com/en-uk/outlet?products=21

 

[conniegirl]

My best customer service tale has got to be barker and stonehouse.
My very expensive sofa was 6 months old when it developed a strange purple hue (brown leather) and the leather started cracking.
I phoned them. They sent a man out the next day who confirmed it was a problem and not one they could fix. A week later i had a replacement sofa delivered. It only took a week because i had to be in to accept delivery and thats the earliest i could do

 

[BBP]

I caved to the Harry Hall sale thanks to some overtime. Waterproofing stood up to a downpour today on its second day of use, but the thin pocket lining has already come unstitched and has a big hole in it, which is pretty disappointing. Will have to get in touch with them tomorrow.