Everyone usually complains...............

[lauraandjack]

about equine mail order companies - so I thought I'd share my good experience!

I ordered a rug online from the Robinson's sale. After 2 weeks I had heard nothing and no rug had materialised

, so I called their customer services number.

How helpful could they be? The girl explained that I had obviously placed my order at the same time as someone else, so the rug was out of stock even though the website allowed me to order it. Apparently I should have had a letter but this had not arrived.

She then helped me find an alternative rug from the new season catalogue, spoke to her manager and negotiated a hefty discount for me, and threw in free next day delivery too.

Rug arrived today and is just what I wanted, so three cheers for Robinson's for doing a good job of customer service!!

 

[Stateside]

All companys have a problem at some time But is how the problem is delt with that sorts the good from the bad out.

 

[PucciNPoni]

Yep, I aree with stateside. I had a similar situation with a supplement company that I'd ordered from with a ship to that was different than the bill to address. After chasing it round a few days, they managed to sort it out, an email apology and a wee pressie in the post. Good will is something that is difficult to get back once its gone. But companies that go the extra mile when a mistake has been made are worth their weight in gold!

 

[Jericho]

I have to say that I have had consistently good service from both Robinsons and Surrey Equestrian (Plus SE is by far the cheapest place for most things).

We often spend too much time on the negative so its nice to be able to say something positive

 

[Annagain]

I've also had a good experience with Surrey Equestrian, body protector I ordered (up to £40 less than some other places) was out of stock, they phoned me 3 times in the two weeks it took to come in to make sure I was happy to wait and to check I didn't need it for a specific event. I'm not sure what they would have done if I had needed it sooner, but it was nice of them to think of the possibility and check. I hadn't used them before but I get the impression they're a small company (same person rang each time) and I'm sure that makes a difference, the personal touch goes a long way in business.