Equidry sock issues?

[TwyfordM]

Anyone run into problems with these?
I got some as my early and only Xmas present as they're not cheap at £35 a pair.
First day I wore them I noticed the material was pulling away and fraying on both socks. Nothing had rubbed on them as it was way above the top of my boots.
It's happened in the same area on both socks and although they still work fine (I assume-haven't tested the theory) they now look awful - after one wear!

Messaged equi dry to ask what they can do as they're not exactly a cheap purchase so I expected better quality which I think is fair enough, they asked for photos for their manufacturers which I sent. Got told it looks like Friction ... I asked how? Given that it wasn't inside the boots and it's on the front of the leg on both socks (exactly the same place just above where it says equidry) I asked what they planned to do about it - they said please send to us so we can assess the damage and see if it's a fault I've asked again if ill get a refund or a replacement? No answer. So they want me to send the product off to be "tested" then what? They've been worn and look terrible due to all the fabric pulling away on the front so they won't take it as a bog standard return.

I'm baffled, I always rate their coats. Never had an issue so never needed to contact them before, but it has seemed to be very evasive.

Anyone else had this issue? I am pretty gutted

 

[TwyfordM]

After a few months - maybe. Half a days wear

 

[Miss_Millie]

I looked up the materials and they are completely synthetic, 70% of which is nylon. Pretty much the LEAST durable material for a yard sock getting heavy wear - think of how easily tights snag and bobble.

I hate this era of synthetics, a decent pair of wool socks will last much longer.

Not your fault imo Twyford, they're not made to last with such a high nylon content.

 

[I'm Dun]

Send them back tracked and request a refund in writing. Once they have them if they don't refund then have your bank do a chargeback. I'm done messing about with companies like this. If they cant put it right, then I go down the formal route very quickly.

 

[Fieldlife]

Have you written to them stating what you have have written above. Need to be pretty hard hearted not to find a way to make it right.

 

[Tiddlypom]

Crikey, that’s most disappointing, and they cost HOW MUCH ?

The knee length EQUIDRY Waterproof Riding Socks are a must-have for wet and cold outdoor wear. They are crafted using a three-layer bonded construction that combines a 100% waterproof, breathable membrane sandwiched between a durable, stretch nylon blend outer and a stretch, cotton inner. The 4-way stretch along with augmented toe and heel offers a great fit, comfort and wearability.

Have they come into contact with Velcro at all, maybe on a long length Equidry coat?

I’d be demanding an instant refund and not be allowing the retailer to faff about.

 

[TwyfordM]

Have you written to them stating what you have have written above. Need to be pretty hard hearted not to find a way to make it right.

Yep, I explained I could have gone directly public and made a bad review but am giving them a chance to put it right. They told me that I'm within my rights to review them publicly if that's what I choose to do baffles my brain! I've worked in customer service for years and most companies will go above and beyond if something doesn't work or doesn't reflect the brand/quality. Reputation is everything and and one bad review can be a real hit on sales

 

[TwyfordM]

Crikey, that’s most disappointing, and they cost HOW MUCH ?

The knee length EQUIDRY Waterproof Riding Socks are a must-have for wet and cold outdoor wear. They are crafted using a three-layer bonded construction that combines a 100% waterproof, breathable membrane sandwiched between a durable, stretch nylon blend outer and a stretch, cotton inner. The 4-way stretch along with augmented toe and heel offers a great fit, comfort and wearability.

Have they come into contact with Velcro at all, maybe on a long length coat?

I’d be demanding an instant refund and not be allowing the retailer to faff about.

Nope, been luckily very dry and relatively warm the last few days so my long coats been at home!

 

[I'm Dun]

Theres a few different brands on Amazon that are merino wool lined and have excellent reviews and are cheaper. The sealskinz ones are slightly more expensive but reviews say they last 5 years. The Equidry ones arent going to last anywhere near that

 

[PinkvSantaboots]

£35 for socks that's mental and they look terrible

Even the Temu ones I bought that are so cheap still look new and I've worn them loads.

 

[dreamcometrue]

You need the Ariat merino socks. £20 and brilliant.

 

[w1bbler]

If you are interested refunded/ replaced I'd make sure you leave reviews every you can think of. That customer service is shocking

 

[TwyfordM]

They won't confirm if they will refund or replace until they have the socks back? Are they mad?

I'm baffled, the photos I've sent clearly show the issue. What precisely can they "test" for??
What happens if they decide they won't refund or replace - will they send the socks I've paid for back??

If I bought them in a physical shop they wouldn't take the item back and tell me they'd be in touch once they decided if they would refund/replace ??

 

[TwyfordM]

If you are interested refunded/ replaced I'd make sure you leave reviews every you can think of. That customer service is shocking

It's getting worse/more baffling by the minute

 

[FestiveG]

Well that's a brand I will not be giving any of my money to! There are selling rules, which they don't appear to have read......

 

[ester]

View attachment 151887

They won't confirm if they will refund or replace until they have the socks back? Are they mad?

I'm baffled, the photos I've sent clearly show the issue. What precisely can they "test" for??
What happens if they decide they won't refund or replace - will they send the socks I've paid for back??

If I bought them in a physical shop they wouldn't take the item back and tell me they'd be in touch once they decided if they would refund/replace ??

Certainly historically for some stuff that’s what most shops did when I was working in them, either they’d send back to manufacturer or the rep would come in and inspect. If manufacturer said no original was given back to customer.

Customer service def varies massively, I had some similar rubbing on the material on a new pair of leggings, above boots, they said friction I said well yes but what from it can only be the material on itself which is a material issue - no joy. Yet another manufacturer of the same sent me an entirely new pair when a pocket wasn’t sewn correctly (and I kept the old ones) and again with a materials issue - new product and it laddered. You can guess who got all my future custom …

 

[Tiddlypom]

I have prodded Equidry by email and suggested that they review their response to TwyfordM .

I have recommended Equidry jackets many times on this forum. I won’t continue to support a company if it does not deal fairly with product issues. They can count on me as being an ex customer if they don’t shape up.

£35 for a pair of socks!

 

[ester]

Cheaper than the sealskins alternative tbf both nylon outer
Not sure why someone said the equidries are only nylon they are cotton inside

 

[Fransurrey]

If socks are not up to friction (their words) after one wear, they are not fit for purpose. Give them one last chance, then refer to TS. I've only had to do that once before and TS gave me a reference to take back to the supplier, who gave me an instant refund.

 

[Kaylum]

You have to give the seller an opportunity to rectify the issue. That is what ts will tell you. Just send the socks back so they can inspect them.

 

[AandK]

I had issues with their mac (x3), and had to send it back to them before they would send a replacement, I think this is a fairly standard process. Same with another coat I had an issue with (different company), sent it back as faulty and they refunded once they had received it.

 

[TwyfordM]

I still haven't had an answer as to what happens if they go missing in the post. Yet I'm the "hostile" one.

I am never using them again .. cheers equidry.

I would say avoid at all costs if this is there attitude. Merry Christmas to me really really regretting asking for them

 

[lynz88]

My fave socks ever are Bridgedales but unfortunately too thick/heavy for riding and they don't make super tall ones (that I know of). I have Bridgedales that are donkey years old and still going strong and super comfortable. I do use them mainly for hiking though

 

[TwyfordM]

Oh and they finally answered what happens if they go missing in transit - DPD are liable not them and that DPD have processes for this. I'm fully aware of that, but they don't want to take responsibility for ANYTHING as a company. Happy to take peoples money though

 

[FestiveG]

Do they ever look at any social media that they don't curate, I wonder? A quick look at hho would tell them that a large number of people have read this thread, I for one, will not ever buy from them.

 

[I'm Dun]

Me either.A customer can be hostile, but a good customer service person bring them round, they don't call them hostile and still avoid answering the question!

 

[TwyfordM]

Do they ever look at any social media that they don't curate, I wonder? A quick look at hho would tell them that a large number of people have read this thread, I for one, will not ever buy from them.

Director just called me to try and sort - or at least explain why they wanted the socks back and that they will offer a refund, even if socks go missing in post/while with courier.

So will be popping them back off to them for the testing now I know I won't be out of pocket if they don't reach their destination etc

Advised that making things a little clearer about their processes might help. From a customer perspective - it's not been great and that seems to have been taken on board.

So I'll give them a chance to sort now

ETA- yes they've seen the thread. Hence the call

 

[TwyfordM]

Me either.A customer can be hostile, but a good customer service person bring them round, they don't call them hostile and still avoid answering the question!

I worked customer service for years in the finance industry. I'd have been out of a job for calling a customer hostile!

 

[HJJ]

Calling a customer hostile for wanting to clarify something - lovely attitude!

As I always think, a good company isn't one where things never go wrong, it's how they deal with it when they do.

This isn't inspiring me to buy anything from them.

 

[FestiveFuzz]

This is such a shame to read. I love my equidry and am always quick to recommend them to others, but I’ll be more wary in future of doing so if this is how they handle customer issues. Hopefully @TwyfordM you get a positive resolution soon