Horseware Ireland faulty rug

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molly1873

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Has anyone else had a problem with a rug and their appalling customer service ?
I bought a lightweight for our elderly native pony from Houghton Country via eBay . I had it 5 wks before I needed to use and after a few nights and one night of heavy rain I went up to find her soaked through especially over her back , she was very cold and miserable.
After contacting the retailer Houghton Country and Horseware several times I’m no further forward , Horseware have said it’s the retailers responsibility and in fact Horseware don’t even bother to respond to my emails now . Houghton Country say that Horseware have advised them it was sweat and not rain!!
I now have a rug that is useless and not fit for purpose and nobody wants to know
 
Was it a Mio? As the Rambo and Rhino seem to be pretty reliable, but the Mio's not so much.

It is the retailer's responsibility as your contract is with them. It sounds like the rug is not fit for purpose. Having said that, if Horseware have said that it has rather stabbed you in the back! Seems unlikely or the rug would also have been sweaty on the inside when it was not raining.

I would go personally into the shop when it is busy and be a pest, they will likely refund you so as not to have the other customers see. I would not use that shop again.

How much was the rug? If under £100 and I could not get a refund, I would probably sell on eBay as needing a re-proof and move on. If it was a super dooper Horseware Optimo at hundreds of £, I would take to the small claims court.

Alternatively, put the rug, dry, on a barrel and hose down. If the barrel gets wet than that was not sweat! Video and see what they say?
 
Your contract is with Houghton Country rather than Horseware. I'm surprised that it leaked as my lightweight are really good. It's not entirely unreasonable to query if it was due to sweat though, particularly if it was an unclipped native pony. I had the same problem when taking a no fill rug from the Big Horse Shop off a native horse who had sweated and was wringing wet. Rugs with a light filling can wick away the moisture more effectively.
 
It was an Amigo , not the most expensive at £56 but it’s principal . Tbh I’ve always used these rugs as the fit is good for my natives and never encountered this issue before .
I replaced this from her current Amigo light which she’s had for over two yrs so I’m pretty sure it’s not sweat.
Unfortunately I bought it through eBay and although it was only used a few nights I had bought it 4 weeks previously so out with eBay policy.
Houghton Country are not interested at all as they say they have spoken with Horseware and are confident it’s sweat .
Ironically I’ve replaced the rug with a Shires and have no “ sweat” issues
 
Tbh no fill rugs do have a tendency to let rain in heavy rain.

I would always use a 50g in heavy rain as it is more waterproof.

is it a neck rug? Rain could have got under the attachment point for the neck, that’s pretty common.

it’s up to houghtons to replace, not horseware.
 
Red-1 said:
Was it a Mio? As the Rambo and Rhino seem to be pretty reliable, but the Mio's not so much.

It is the retailer's responsibility as your contract is with them. It sounds like the rug is not fit for purpose. Having said that, if Horseware have said that it has rather stabbed you in the back! Seems unlikely or the rug would also have been sweaty on the inside when it was not raining.

I would go personally into the shop when it is busy and be a pest, they will likely refund you so as not to have the other customers see. I would not use that shop again.

How much was the rug? If under £100 and I could not get a refund, I would probably sell on eBay as needing a re-proof and move on. If it was a super dooper Horseware Optimo at hundreds of £, I would take to the small claims court.

Alternatively, put the rug, dry, on a barrel and hose down. If the barrel gets wet than that was not sweat! Video and see what they say?
Click to expand...
It was only £56 , more principal really . It’s convenient for them to say it’s sweat my other native wears an Amigo light and she’s never had a problem
 
I have a amigo lightweight and is very good so would agree that the proofing doesn’t seem to have been done right. I have welsh ds that have never sweated up under it even when was much milder. A friend had same issue with a Mark Todd rug. She was asked to photograph from every angle on the horse
 
Just
only_me said:
Tbh no fill rugs do have a tendency to let rain in heavy rain.

I would always use a 50g in heavy rain as it is more waterproof.

is it a neck rug? Rain could have got under the attachment point for the neck, that’s pretty common.

it’s up to houghtons to replace, not horseware.
Click to expand...
a simple no fill standard neck although a native she’s elderly and doesn’t have a thick coat.
Houghton Country have said Horseware say it’s sweat and now that it’s colder I won’t have this problem again.
 
molly1873 said:
Just

a simple no fill standard neck although a native she’s elderly and doesn’t have a thick coat.
Houghton Country have said Horseware say it’s sweat and now that it’s colder I won’t have this problem again.
Click to expand...
When I had this issue with a ruggles rug they asked me to set it a section of it over a bucket and pour a pint of water on it and check it about five mins later. On a functional rug it should not come through. On my rug it did and they sent me a new one FOC and I did the test on it and it did not get wet.
 
Even the hero 6 which is 600d states waterproof. Not come across a turnout rug that is just showerproof, what’s the point of that especially a no fill? Even in torrential rain the rugs I have might get bit damp around quarters where rain dribbles but mostly bone dry.


amymay said:
It depends on the rugs description. Waterproof or showerproof, and will depend on the outer denier. Most LW rugs I’ve come across are not suitable for heavy rain as they are often only around 600 denier. And you ideally need a minimum of 1200d to be waterproof.
Click to expand...
 
Myloubylou said:
Even the hero 6 which is 600d states waterproof. Not come across a turnout rug that is just showerproof, what’s the point of that especially a no fill? Even in torrential rain the rugs I have might get bit damp around quarters where rain dribbles but mostly bone dry.
Click to expand...

You always need to buy a minimum of 1200d for a rug to be waterproof.

I wouldn’t expect a 600d to be waterproof in torrential rain - they simply aren’t. So if that’s what denier your rug is I wouldn’t expect to return it.
 
The rug is 900d and brand new so I would expect it to be waterproof.
I bought one in a smaller size for my other native and had no issues at all
I’ve already bought another rug but Shires and very happy with that .
What I am dismayed with is the lack of response/interest from Horseware and Houghton Country , this reflects badly on both of them as a manufacturer and retailer
 
I had this with a Horseware rug - well two identical ones actually i bought for my donkeys - one was perfectly fine the other was soaked through on the same 24 hours of horrible weather. Both were advertised as 'waterproof turnout rugs' I dont care what denier they might have been (cant remember to be honest) but if the sales description says waterproof turnout then that is what the product should be no ifs ands or buts.

I contacted the online shop I bought from within 3 weeks of purchase they were not interested, i contacted Horseware direct here in Ireland and they were just damn rude - couldn't give a toss. I rapidly sold on my remaining 7 Horseware rugs and bough from other companies and have been extremely satisfied - in particular with the Bucas rugs for the donkeys.

I would not touch Horseware products with a barge pole since 90 percent of their stock is now made in China the quality is abysmal and they just don't care, take your money and wave you on your way is about the extent of their customer service. .
 
MrsJingle said:
I had this with a Horseware rug - well two identical ones actually i bought for my donkeys - one was perfectly fine the other was soaked through on the same 24 hours of horrible weather. Both were advertised as 'waterproof turnout rugs' I dont care what denier they might have been (cant remember to be honest) but if the sales description says waterproof turnout then that is what the product should be no ifs ands or buts.

I contacted the online shop I bought from within 3 weeks of purchase they were not interested, i contacted Horseware direct here in Ireland and they were just damn rude - couldn't give a toss. I rapidly sold on my remaining 7 Horseware rugs and bough from other companies and have been extremely satisfied - in particular with the Bucas rugs for the donkeys.

I would not touch Horseware products with a barge pole since 90 percent of their stock is now made in China the quality is abysmal and they just don't care, take your money and wave you on your way is about the extent of their customer service. .
Click to expand...
Thank you for this , I was beginning to doubt myself !
I’ve bought many Horseware rugs as I like the fit especially on my natives however I have been very disappointed in their attitude , I always thought they were a manufacturer of quality items.
Their customer service is appalling, “it’s not their responsibility but the retailer”
Houghton Country also have washed their hands of this due to Horseware advising them it’s sweat !
I have had horses for over 48yrs and I think I can tell if a horse is sweating or soaked through with a faulty rug .
I will never purchase another Horseware rug and certainly will not recommend them to anyone , their after sales /customer service has to be the worst I’ve come across in the equestrian world.
 
I have just had a horseware rug leak - in order to prove it, I was told to do a bucket test. Fill up bucket/sink, put the leaking part of the rug in top of water (outside of rug in water). Gently push the rug down into the water slightly and wait for 3 minutes. Water came through mine within about a minute and half. I sent pictures to the retailer. Currently waiting on an outcome.
 
TheBigPony said:
I have just had a horseware rug leak - in order to prove it, I was told to do a bucket test. Fill up bucket/sink, put the leaking part of the rug in top of water (outside of rug in water). Gently push the rug down into the water slightly and wait for 3 minutes. Water came through mine within about a minute and half. I sent pictures to the retailer. Currently waiting on an outcome.
Click to expand...
Thank you , it appears I’m not the only one then and it’s not sweat as Horseware /Houghton Country are suggesting .
 
Thanks everyone I have decided to seek advice from trading standards, the rug is advertised as “waterproof “ irrespective of the denier and I do not expect a rug to leak after 1 night of rain .
 
Horseware are right - your contract is with the retailer, not them. Can you contact them direct, or through ebay and tell them you are entitled to refund or replace (Consumer Direct at CAB will tell you chapter and verse on the legislation as well as your rights). In the end you could advise retailer you will be taking them to court for the cost plus any consequential loss - sometimes the threat is enough to concentrate minds.
It's then up to them to get reimbursed by Horseware
(Don't know about your area but here TS don't deal with the public direct, any matter you raise with Consumer Direct is passed on to them)
 
I bought a rambo supreme for Apache a couple of years ago, and it leaked, Rideaway sent a replacement which also leaked so they gave me a refund.

Mine leaked through all the seams/stitching - haven't bought another one since.
 
I had a good experience with Horseware, I knew I had to contact the retailer but emailed both. It was Rideaway and they were fantastic, it didnt happen over night but I chased it up, needed to send pics, was sent a replacement and got to keep the rug too. Mine wasnt a waterproof issue but I was impressed with how it was dealt with.
 
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