Problems with Thinline

[FlyingCircus]

I bought a flexible filly muzzle, and love it. I was worried it was not up to the job, but was happy to try given there was a warranty.

Turns out I was right, and I've now been trying to enact the warranty for the last 4 weeks with no responses...

Help!? Anyone managed to get into contact with them?

 

[Widgeon]

Did you buy direct from Thinline or via an equestrian shop? If the latter I'd try to the shop as well. Thinline were very good when I emailed them asking for fitting advice a couple of years ago, that's a shame that they're being hopeless at responding to you.

Have you tried posting directly on their FB page? I've found that usually gets a response out of most companies. They tend not to like leaving negative feedback unanswered for all to see on their page.

 

[FlyingCircus]

I bought direct from them, in the hopes enacting the warranty would be easier, haha

 

[scats]

I had a muzzle split last year within a couple of weeks and they asked me to send a photo of it, which I did. They sent me a new muzzle with no fuss.

 

[chaps89]

I messaged them with a fitting query and they responded within a couple of days with some advice, that was back in April.
Is it summer holiday break in Europe - could it be they’re closed currently?

 

[FlyingCircus]

Very odd! I've emailed again and dropped them a FB message...so we'll see! Thanks guys

 

[EJJ999]

I can't one get to last longer than about 6 weeks. I did get a replacement from Thinline. But I had to buy another one while waiting as I didn't want to turn out without a muzzle.

 

[holeymoley]

I must be lucky. Mine have lasted 2 years or however long they've been out for. I know someone who bought off another livery and it broke, they contacted Thinline, thankfully other livery had receipt, and got a replacement. So I think they're okay in terms of customer service.

 

[FlyingCircus]

I must be lucky. Mine have lasted 2 years or however long they've been out for. I know someone who bought off another livery and it broke, they contacted Thinline, thankfully other livery had receipt, and got a replacement. So I think they're okay in terms of customer service.

If they ever reply ?

 

[Boulty]

How odd I did get one replaced under warranty last year but can't remember if it was through thinline or if I'd bought it elsewhere

 

[FlyingCircus]

Following up to say we're all sorted with a replacement coming. Something very strange happening with emails (or lack thereof!) Managed to have some comms via WhatsApp where it was all sorted quickly.