Ordering from Equus. Beware.

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Mouse19

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I’m not sure if this is a new thing for if the company is in trouble but I’ve had horrendous problems with ordering from them. Looking at their social media I’m not the only one.

I would be very nervous ordering from them or make sure you use a credit card and can claim back.
They’ve been messing me about for nearly a month now, taken nearly £200 and no indication of when items will be dispatched.
They don’t answer the phone and email replies stopped coming. They eventually responded to me requesting to cancel my order but they’ve not refunded me.
 
I haven’t used them before and looked at reviews - which were excellent and their website harps on about their ethos being customer care but honestly it’s woeful. I’ve recently ordered from other companies that have had trouble dispatching due to Royal Mail but they’ve been upfront about it and I don’t mind. But it’s radio silence from Equus.
It also irks me they say their phones are busy, this is a lie they just don’t answer the phone. You can try anytime during their opening hours and they will not answer the phone. Believe me I’ve tried.
 
Yes I had a nightmare, I did get my order eventually and left a bad review.
Their communication is awful, I had to chase and chase plus get stroppy.
 
That's a shame, I've ordered from them earlier this year and a fair amount previously without any problems. I hope they aren't in trouble.
 
It is sad and I hate to name and shame but I can’t afford to order replacement items until they refund me - I’m hoping I will get a refund.

I hope that by having this thread it stops other people having to go through the same hassle.
 
I ordered some stuff about 6 months ago, maybe more. One schooling whip was missing from the stuff they sent, which honestly I didn’t notice for a while and then forgot about. Until last month I saw a refund on my card statement. Guess they wait a certain amount of time and refund if it doesn’t come into stock eventually. Otherwise I’ve had good service from them but thank you for the warning, hopefully they are struggling with demand rather than just struggling.
 
I think they’ve always been like that. I ordered a fly sheet from them one summer and it took weeks to come. They have items for sale that aren’t actually in stock and they have to wait for them from suppliers. In my case, mine was a busse rug from Germany!
 
That’s a shame. I used to order a lot from them and they were fine. I tried to return some xc boots that didn’t fit, and forgot to brush off some dust from when I put them on a shelf. They refused the refund and sent them back. It’s a bit odd (on my part!) as they were entitled to do that as I hadn’t sent them back in perfect condition, but it bugged me, and I’ve never bought another thing from them!
 
Have ordered from them, agree delivery took a while (before all the postal strikes!) Don't think I'll bother again, there are loads of other companies that despatch quicker with similar prices
 
It does seem pot luck whether you get a good experience from them or not. Which isn’t great for a business.
I personally can’t afford to be out of pocket for months whilst they get things sorted.
 
I always use PayPal as payment option if it's offered so it's easy to open a dispute and get my money back if i get messed around.
Equus seems to have always had a mixed reputation, some people are lucky , others aren't. I wonder if they drop ship a lot of their stock but just aren't upfront about it.
 
Is it just me that finds them more expensive than other online retailers? I like to shop around to get the best deal, but even with a BLC discount they’re still more expensive usually!
 
You dont need to pay by credit card to file a chargeback. If they have not adhered to their delivery schedule then request a refund and file a chargeback if you do not receive one.
 
Will echo having a bad experience, won't shop there again.
Many items (such as those from Busse) they indicate they have in stock but actually they are on the continent. Had to get my refund from Paypal.
 
personally i found them brilliant, order stuff for a show and i messaged to ask if they would post it asap and they did and it arrived within 3 days, but reading the comments I was one of the lucky ones...
 
Sorry to resurrect an old thread but thought it prudent as I almost placed an order with them and then looked at their Facebook page. Lots of very angry people so definitely seems buyer beware.
 
I had a not so good experience with them last summer. Ordered and paid for some items and got a confirmation email of my order. Heard nothing more from them and after a couple of weeks emailed them to find out where my order was and heard nothing back. It did arrive a few days later though although it was missing an item which was noted on the delivery receipt. After a couple of months it had still not arrived so I contacted them only to be told that if I had read their t&cs I would know that as it was more than 24 hours since the delivery it was basically my tough luck. I accept that I took a while to chase it up but as the delivery note had identified that an item was missing I had expected it to be dispatched when it was back in stock. Customer service was pretty rude so I won't be using them again.
 
eggs said:
I had a not so good experience with them last summer. Ordered and paid for some items and got a confirmation email of my order. Heard nothing more from them and after a couple of weeks emailed them to find out where my order was and heard nothing back. It did arrive a few days later though although it was missing an item which was noted on the delivery receipt. After a couple of months it had still not arrived so I contacted them only to be told that if I had read their t&cs I would know that as it was more than 24 hours since the delivery it was basically my tough luck. I accept that I took a while to chase it up but as the delivery note had identified that an item was missing I had expected it to be dispatched when it was back in stock. Customer service was pretty rude so I won't be using them again.
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Surely if they noted on the delivery note that an item was not going to be included in the sent items it’s up to them to refund you or send on at a later date when back in stock?
 
asmp said:
Surely if they noted on the delivery note that an item was not going to be included in the sent items it’s up to them to refund you or send on at a later date when back in stock?
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That is what I thought but they stuck to their guns and refused a refund.
 
I also had an issue with them and an item not arriving. I emailed and complained. Got no reply. I emailed again. No reply. I then put a request in Facebook with no reply. So as I went thought PayPal I got a refund when i raised a case. I then got 2 identical emails from my complaints saying they would update when it had been dispatched. It did eventually arrive after they refunded me
 
YorksG said:
I think an email to trading standards, in the area they are based, would be a good idea
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Good idea. People need to be held to account.
It’d be joining the numerous other people reporting them if you read the fb comments ?‍♀️. Can’t understand how they’re still trading
 
Equus were great in the early days. I met the founders who are both experienced business people when they came to a horse camp at Keysoe to get input on what customers wanted, which brands etc. I've used them with no issues in the past but I think their prices are too high even taking into consideration free delivery. I'm sorry to see people are having problems with them. I wonder what's changed?

I see they have a vacancy for a CRM manager on LinkedIn and other vacancies advertised on their website so it appears they are still investing in the business.
 
Check them out on Companies House (company number: 08348474) - they were in a lot of debt last March and agreed a debenture with a firm last June. Think I'd be spending my pennies elsewhere.

Agree with SpotsandBays - always found them to be more expensive.
 
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