Horse and Rider Express??

Django Pony

Django Pony

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Has anyone used the online shop "Horse and Rider Express"? https://www.horseandriderexpress.co.uk/
I ordered some Equi-bites from them on 13th October, and I'm still waiting for them!
I have emailed them 9 times now, and called them a couple of times. Each time they say they are going to chase it up. The last email I had said they would refund me and send them to me free of charge as a goodwill gesture, but I've still not heard anything, nor have I received the promised refund. :mad:
Does anyone else have any experience of them?
 
Hi, they are local to me and I know they have had staffing isues recently and seem generally a bit too busy for their size (lost one of my rugs, patched one I didn't want patching). Admitedly they rectified my issues but I pop in as only about 7 miles away.

Only advice is to keep trying :)
 
I ha a similar experience only with different products. I have now received everything i ordered.... Even if it took a couple of months. Just awaiting the promised good will gesture product now. They are lovely on the phone and seem so helpful. Do get the impression they may be short staffed or struggling to meet demand though.
 
Hi ive been using them since they opened their online store fully in october, yeah, your right they are lovely on the phone and so helpful and really do try their best, i know that they took on new members of staff mid december as they asked if i could be a guinea pig for one of them to learn how to take telephone calls with me ordering before, i placed my last order on the 5th January by phone and it was very professional and they advised me with the new members of staff trained were finding it alot more organised, i get the impression they just needed time to adjust and learn what works with them been new to it, plus train staff. Ill keep you updated as will be defo ordering again their prices are great! I think if they get it right from now on with a few months of practicing behind them it could be a really good company in future
Happy ordering from now on
x
 
I had a similar problem. Ordered some SSG all weather gloves but received no email acknowledging my order and no reply to my emails when they did not turn up. Several telephone calls and another email later I was told that the cost would be reimbursed and the item sent to me for free as a gesture of good will. A refund was received and about a month later the gloves were received. Unfortunately I had ordered pink in size 5-6 but was sent navy in 7-8. Colour not a problem but gloves too long in the fingers to be of any use. I'm currently emailing them to enquire what colours they have in stock in a size 5-6 so keep your fingers crossed that I'll get some in the right size soon-original order sent in March !
 
Hi. I'm experiencing problems with them. I ordered a pony saddle for dispatch to the Far East, where I live, and that was ages ago now. They have tried various postage options and eventually settled on Royal Mail which I was happy with seeing as I was not (then) in any particular hurry. However, they have now told me it's come out Fedex and is in the country. (Incidentally, they paid the postage as a gesture of good will becyase if the lengthy delay). However, they don't seem to be able to supply me with an airway bill so that I can follow it up this end. They are very helpful and pleasant on the phone, but I am beginning to get a bit concerned that this is a massive wind-up. They promised me yesterday to send the AWB but still nothing in my inbox. I don't think I'll be using them again. Rideaway, in comparison, are really, really good at getting things out here. Trouble is, I now really need that saddle. Fairly exasperated here :(
 
Oh balls I just order two pairs of dressage wraps yesterday and promised they would be here in a day or two. I hope they come on time.
 
I use them all the time, they are really good, friendly with fast dispatch, i also know alot of other people who use them on a regular basis. They have an excellent reputation and Feedback on Amazon and Ebay aswell which is how i found them in the first place. This is the only bad review i can find of them and there is lots of good reviews out there. Just dont want people to think this good company is not because of a couple of reviews.Ill be ordering again! xxxx
 
Feeeewww I was getting worried then, nothing worse than ordering and paying for something in good faith only to find it does not appear.
 
Appreciate this is an older thread, but wanted to add that I have not had the best experience with Horse and Rider Express, mostly because they have been so slow to dispatch items to me. I've placed two orders now and its happened twice. I don't think I'd mind so much if I was kept informed; most companies these days will send you emails to say your order is being processed, or has been dispatched etc, but nothing from these guys except they received your order. Its a real pain when you need something urgently, so would advise people against ordering something if they need it quick!
 
Sorry for resurrecting an old thread again but it seems a few of us are having problems with this company. I had a similar experience to some on here, my order (feed supplements) took a month to arrive. I had to make several phone calls and emails to the company about it before they managed to get the goods to me. They told me that they had dispatched 2 lots of supplements and as a goodwill gesture I could keep both, which I have to say I was very happy with, however the goodwill gesture never arrived. I have been emailing the company regarding this but they now seem to be ignoring me!
I know somebody from the company has seen this very thread on Horse and Hound as I alerted them to it when I first started having problems with them, and I was told they knew about it already. Its just a shame that customers are still experiencing the same problems. Come on Horse and Rider Express, sort it out.
 
I went in the other other day and shop was virtually empty of stuff, they are a bit clueless and rug washing service fairly crap! But as you say they are nice girls
 
resurrecting thread again, found it whilst looking up this company as beginning to think a massive scam!
I ordered some horse feed weeks ago (would normally just buy locally but a specific make my local shops dont stock), after waiting several weeks and hearing nothing I phoned, to be told someone would phone me back. Have now phoned 6 times over the space of two weeks, each time there is some excuse as to why they cant give me an answer, girl gone home sick/need to ask warehouse/need to ask delivery company etc. What really makes me cross is that each time they say someone will phone me back and yet I have heard nothing.
Was promised delivery friday or monday, its now wednesday and after another non returned call yesterday am about to chase them up again!
Have never had such aggravation with an online order and will never ever use again thats for sure
 
Great-now website gone and phone line "out of order"
Anyone local know if they have gone? will need to contact credit card company.
 
They were changing the internal layout of the shop a week or so ago so not sure if that is part of it? Might be worth posting a message on their facebook page.

They are pleasant enough but I waited over 6 months for replacement rugs that got shrunk in the wash :(
 
Thanks
Would advise anyone to be very careful with ordering goods from these people, I posted a message on their Facebook page this morning and in a short space of time four other people commented that they were experiencing the same problems.several of us have been promised refunds which have failed to materialise.
 
Im local to them and use them all the time for my feed, i was in yesterday with my friend dropping rugs in and the transformation in store is amazing but all of us local customers new it was coming! They have expanded the rug washing by at least double and the new office is finished which was not last thursday when i was in! Personally i miss the feed section as its convenient for me but they advised me it should be ready for the end of next week. Im prepared to wait and put up with it if its for the better!! I cant imagine its been easy x
 
Interesting first post jack jones, one might almost think you had some kind of vested interest :confused:

Personally I don't care about how lovely the shop will be, I care about the fact that they have had my money (and that of many others) for a considerable time and have been economical with the truth re the progress of the order and with issuing refunds.
I and possibly some others will be talking to trading standards in the morning.would you like to join us flaxen tail :)
 
yes smiggy i will try ringing again today and then action ie trading standards as dont know what else to do, i paid by credit card not sure if I can get my money back that way
 
I have the tel no for help and with these type of queries it is 08454 040506 . They are busy and took my details and will ring me back, I did try ringing horse and rider express again but the phone is engaged.
 
Interesting that jackjones and jackson1981 both post gushing about this company. This is the only thread that both of them have posted on and they have similar writing styles.

I'll be avoiding this company as it sounds like a mess!
Hope everyone gets their items/refund.
 
Me thinks they have changed name to northern nedz rug washing ;) New facebook page has mobil enumber for anyone that needs it, warehouse still open and washing away....
 
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