Equine Podiatry Supplies - Unimpressed First Time Customer

pip6

pip6

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28 September 2009
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Well I needed a decent boot to go over the duct tape so my girl can go out with the others (going nuts in on her own). Took days to get hold of equinepodiatrysupplies, after their website malfunctioned when it wouldn't accept I wanted something other than second class postage, then on trying to re-input order refused both my cards for no reason. When they did eventually contact me after I emailed them as I wanted to be certain what was happening re charges to my cards & to place the order, they said they were in an area with poor signal (landlines?), even though they did manage to send an email reply. Explained to them I needed it next day (it was now monday, to arrive tuesday), happy to pay extra for a special guaranteed next day delivery.

Fine.

Nothing today (postman been), after several attempts managed to get tracking number from them (they don't like answering their phone), says it's somewhere in the system but not for delivery today! Rang Royal Mail who confirmed it had only been sent recorded, not guaranteed next day! WTF?? Next time I'll be paying the extra fiver & ordering elsewhere. First impressions are very important, my impression of this one is they don't communicate well! Even if they hadn't got to the post office for hours (I spoke to them monday morning so did have plenty of time), at the very least they could have told me rather than leaving me waiting in all day for a delivery that was never going to come. Have tried to ring them 8 times since I talked to Royal Mail, yet again they are refusing to answer their phone, no reply to my text either.................very poor customer service! Avoid!Shift+R improves the quality of this image.
 
I paid for next day delivery a few weeks ago. Really peed off when 4 days later my item turned up. If they can't get something so simple right then I'll be ordering elsewhere.
 
Have always found them excellent myself, very knowledgeable and easy to get hold of. Haven't used them for a while though, maybe its just the time of year as suggested earlier.
 
I've ordered stuff from them quite a few times and have been happy with the website and delivery.

Not quite so pleased with Royal mail though, ordered from another saddlery and the tracking info said the the item was at the local depot ready for delivery. it took Royal mail another 48 hrs to get it 2 miles down the road.

When buying on line, if possible, I choose the company that uses DPD as their courier.
I am slightly apprehensive if Royal mail are the company and if its Hermes or Yodel, I don't buy at all.
 
If they have issues with service over Christmas, why not like another website I use say they are closed for the holidays until XX january? Thing was if they'd have told me I could have gone elsewhere, but they didn't want to loose the order obviously. Phrase 'can't have cake & eat it' springs to mind. You're open for business or you're not, make a decision, then I can make an informed decision. Knowing what I do know I'd have gone to another company selling them for only a minimal amount more & ordered it Friday, the day the PES website played me up.

They wanted the business, fine, but in return be honest. I got a reply to my text (sent after 8 phone calls were not returned, 2 attempts they were on another call so there was signal contrary to their claim) saying they'd been told on posting first class recorded would arrive the next day like special guaranteed. Rubbish. We had a very clear conversation where EPS told me that first class recorded did not guarantee next day delivery any time of year, especially Christmas, which is why I asked for special next day guaranteed so it would be here. If for any reason she couldn't get that , she would let me know. They didn't let me know, I spent the whole day waiting in for my supposed 'special next day guaranteed' delivery that of course never happened as it was sent first class recorded. They can't even be truthful in admitting their mistake.

She is blaming it on the post office worker who said first recorded would get there as fast (as in next day) as next day guaranteed. Rollocks. Everyone, post office person, me, PES KNOWS that is a load of tosh. At least take the blame for sending it the wrong service rather than blaming someone who knows better & would never say that (I've sent loads of parcels & they always tell you next day is not guaranteed when you send first class). Really who expects a service that says you can't be certain to get it there next day first class to actually do so. Will be checking my receipt to make sure I haven't been charged the additional cost for the 'special guaranteed' service.

Can't wait to get shoe back on.
 
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