Shwmae horse products

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Hi all, like a few others I have been lurking on this thread for a while and now feel compelled to post.
I am one of the few satisfied customers it seems although it wasnt the easiest of transactions.
I ordered a turn out hood for my boy so that when I clipped him he could still be turned out without getting cold. Whilst it took a few prompting FB messages before I could get a tracking number the hood arrived within the 21 days it should have. In the mean time one of my other horses had developed a really really itchy neck and so to stop him rubbing himself raw and bleeding we put the hood on him instead. He has now had it on about 4 weeks (obviously taken off every day to check him) and he is healing and has stopped rubbing - the hood has been really useful for this and has withstood the recent storms and his relentless itching on stone walls so I am very pleased with that.
Of course I now needed another one for the intended horse and it was only after ordering that I discovered all these negative reviews so I was very worried it wouldn't arrive. But my hood has arrived and within the 21 days postage I paid for. However...I was told it would arrive a lot earlier...it didn't...I inquired...was given another date...it didn't turn up...I inquired...this went on a few times until I was evetnually given a tracking number (which didn't work) and it did turn up, which is great. But, I ordered a blue 5ft9 turnout hood with no ears and received a black turnout hood with ears that appears a lot bigger than the 6ft hood I already have, so completely wrong. I emailed the company (pretty angrily) and got a very quick response (contrary to earlier messages) explaining they no longer make blue ones, (fine by me, colour is irrelevant really but would have liked to have been told first) that the sizing was correct and I could return it to have to ears taken off if desired. I cannot afford to wait to have them remove the ears so thankfully my Mum will take them off but still, I was pretty disappointed. I have just tried it on my horse and it does fit though the ears are ridiculous and the rest of the herd have already made fun of him! I was also told I would be recieving a freebie something because I had sent in an unprompted happy review of my first hood but that never turned up and I shan't be chasing it up either.
Anyway, whilst it was a bit of a hassle all I can say is my products arrived within the timescale, all messages were actually very polite if a little cryptic and slow in replying and I have found the hoods to be of decent quality so far.
I hope those who have paid for goods and not recieved them get their orders sorted soon and that this review has been helpful.
 
Bazzel said:
Hi all, like a few others I have been lurking on this thread for a while and now feel compelled to post.
I am one of the few satisfied customers it seems although it wasnt the easiest of transactions.
I ordered a turn out hood for my boy so that when I clipped him he could still be turned out without getting cold. Whilst it took a few prompting FB messages before I could get a tracking number the hood arrived within the 21 days it should have. In the mean time one of my other horses had developed a really really itchy neck and so to stop him rubbing himself raw and bleeding we put the hood on him instead. He has now had it on about 4 weeks (obviously taken off every day to check him) and he is healing and has stopped rubbing - the hood has been really useful for this and has withstood the recent storms and his relentless itching on stone walls so I am very pleased with that.
Of course I now needed another one for the intended horse and it was only after ordering that I discovered all these negative reviews so I was very worried it wouldn't arrive. But my hood has arrived and within the 21 days postage I paid for. However...I was told it would arrive a lot earlier...it didn't...I inquired...was given another date...it didn't turn up...I inquired...this went on a few times until I was evetnually given a tracking number (which didn't work) and it did turn up, which is great. But, I ordered a blue 5ft9 turnout hood with no ears and received a black turnout hood with ears that appears a lot bigger than the 6ft hood I already have, so completely wrong. I emailed the company (pretty angrily) and got a very quick response (contrary to earlier messages) explaining they no longer make blue ones, (fine by me, colour is irrelevant really but would have liked to have been told first) that the sizing was correct and I could return it to have to ears taken off if desired. I cannot afford to wait to have them remove the ears so thankfully my Mum will take them off but still, I was pretty disappointed. I have just tried it on my horse and it does fit though the ears are ridiculous and the rest of the herd have already made fun of him! I was also told I would be recieving a freebie something because I had sent in an unprompted happy review of my first hood but that never turned up and I shan't be chasing it up either.
Anyway, whilst it was a bit of a hassle all I can say is my products arrived within the timescale, all messages were actually very polite if a little cryptic and slow in replying and I have found the hoods to be of decent quality so far.
I hope those who have paid for goods and not recieved them get their orders sorted soon and that this review has been helpful.
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Thankyou for that well balanced and honest review of your service. Glad you got your stuff, shame about the hassle and items not as ordered.
I do feel though, that by not chasing up your freebie you are playing into their hands slightly. I get the feeling from things other people have posted aswell, that they have declined to chase up mistakes/ freebies/whatever, just because of the faffing involved, and I thing Shwmae are probably very aware of that. That is not a dig at you, but I think they seem to get away with making promises that they fail to keep and people don't chase up because they (perhaps understandably) give up.
If only they would allow this sort of review on their page, I feel it would do them a lot of good...in the spirit of transparency and all that.
If I went hunting for reviews for something, and they were all 100% satisfied customers, I would probably smell a rat. There is ALWAYS someone you can't please!
 
alliersv1 said:
Thankyou for that well balanced and honest review of your service. Glad you got your stuff, shame about the hassle and items not as ordered.
I do feel though, that by not chasing up your freebie you are playing into their hands slightly. I get the feeling from things other people have posted aswell, that they have declined to chase up mistakes/ freebies/whatever, just because of the faffing involved, and I thing Shwmae are probably very aware of that. That is not a dig at you, but I think they seem to get away with making promises that they fail to keep and people don't chase up because they (perhaps understandably) give up.
If only they would allow this sort of review on their page, I feel it would do them a lot of good...in the spirit of transparency and all that.
If I went hunting for reviews for something, and they were all 100% satisfied customers, I would probably smell a rat. There is ALWAYS someone you can't please!
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I totally agree with you but with Uni exams, lots of horsey things and the general hassle of Christmas/New Year I just cannot face chasing up whatever it was they were going to send and if others have had the same experiences I understand them not wanting too also, despite this not being the right thing to do.
I would post this on their hoenst reviews page but for some reason (I genuinely don't know as I have been very polite and correct) I have been removed from it
 
Bazzel said:
Hi all, like a few others I have been lurking on this thread for a while and now feel compelled to post.
I am one of the few satisfied customers it seems although it wasnt the easiest of transactions.
I ordered a turn out hood for my boy so that when I clipped him he could still be turned out without getting cold. Whilst it took a few prompting FB messages before I could get a tracking number the hood arrived within the 21 days it should have. In the mean time one of my other horses had developed a really really itchy neck and so to stop him rubbing himself raw and bleeding we put the hood on him instead. He has now had it on about 4 weeks (obviously taken off every day to check him) and he is healing and has stopped rubbing - the hood has been really useful for this and has withstood the recent storms and his relentless itching on stone walls so I am very pleased with that.
Of course I now needed another one for the intended horse and it was only after ordering that I discovered all these negative reviews so I was very worried it wouldn't arrive. But my hood has arrived and within the 21 days postage I paid for. However...I was told it would arrive a lot earlier...it didn't...I inquired...was given another date...it didn't turn up...I inquired...this went on a few times until I was evetnually given a tracking number (which didn't work) and it did turn up, which is great. But, I ordered a blue 5ft9 turnout hood with no ears and received a black turnout hood with ears that appears a lot bigger than the 6ft hood I already have, so completely wrong. I emailed the company (pretty angrily) and got a very quick response (contrary to earlier messages) explaining they no longer make blue ones, (fine by me, colour is irrelevant really but would have liked to have been told first) that the sizing was correct and I could return it to have to ears taken off if desired. I cannot afford to wait to have them remove the ears so thankfully my Mum will take them off but still, I was pretty disappointed. I have just tried it on my horse and it does fit though the ears are ridiculous and the rest of the herd have already made fun of him! I was also told I would be recieving a freebie something because I had sent in an unprompted happy review of my first hood but that never turned up and I shan't be chasing it up either.
Anyway, whilst it was a bit of a hassle all I can say is my products arrived within the timescale, all messages were actually very polite if a little cryptic and slow in replying and I have found the hoods to be of decent quality so far.
I hope those who have paid for goods and not recieved them get their orders sorted soon and that this review has been helpful.
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I think the fact that you are a 'happy' customer with this experience tells me more than the unhappy ones!
 
I think people are right in saying that when wrong items are sent it should be resolved BUT if I ever do get my item sent to me and it turns out to be wrong I would be very reluctant to send them anything back as you could be waiting months or worse never see any other item at all. At least if you receive something it's better then nothing I guess?
 
Bazzel said:
I totally agree with you but with Uni exams, lots of horsey things and the general hassle of Christmas/New Year I just cannot face chasing up whatever it was they were going to send and if others have had the same experiences I understand them not wanting too also, despite this not being the right thing to do.
I would post this on their hoenst reviews page but for some reason (I genuinely don't know as I have been very polite and correct) I have been removed from it
Click to expand...

Stable person said:
I think people are right in saying that when wrong items are sent it should be resolved BUT if I ever do get my item sent to me and it turns out to be wrong I would be very reluctant to send them anything back as you could be waiting months or worse never see any other item at all. At least if you receive something it's better then nothing I guess?
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I totally understand what you are both saying, and not saying I disagree with you at all, just saying that I think they know that due to their "customer service" reputation, people will put up and shut up just happy to have received something. Therefore, they are getting away with it.
That is their wrong, not yours :)

ETA Bazzel. I think the problem is, they wouldn't know politeness if it walked up and bopped them on the nose. Unless you say that you are the happiest customer EVER, on that page, you are a gonner.
 
Stable person said:
I think people are right in saying that when wrong items are sent it should be resolved BUT if I ever do get my item sent to me and it turns out to be wrong I would be very reluctant to send them anything back as you could be waiting months or worse never see any other item at all. At least if you receive something it's better then nothing I guess?
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Depends whether it fits or not. No point in having something that can not be used
 
CAUTION

MY EXPERIENCE

For those of you that are considering using Shwmae products ltd! I would do some research! In the begging I had a fantastic relationship with them they were very helpful sent my goods out in a reasonable time and made sure everything was ok. As time went on I bought a lot of products from them and things started to go wrong! In august and September I purchased £250 worth of products that I hadn't received! So After a numerous amount if emails from them saying they are in post and lots of other waffle! I decided to contact them for a refund in December! At first they was taking what I was saying as a threat! Then agreed to refund me and gave me a date and time! This still hasn't been sorted! They now have blocked me from commenting the truth on there posts! I'm angry and frustrated that this company has taken £250 off me!!! This is not slandering the company! This wouldn't be happening if they was to simply refund me my money as I hadn't received the goods in an acceptable time frame!!!!
 
FYI

cross said:
For those who wanted advice on how to proceed in recovering your funds owed, to follow are the links to the various authorities/advisory services/court services which are available to help in such circumstances.

To make a Small Claims through the courts, follow the link below. It is easy to navigate and you can submit your claim on-line.

Note 1. It will cost you £25.00 but if the courts find in your favour, it is likely that they will add this money to your claim against the company.

https://www.gov.uk/make-court-claim-for-money/overview

Note 2. BEFORE you submit your online claim, you must write a formal letter to the company outlining your issue with them and stating your intention of action. Follow the link below for a sample letter which you can copy and paste, and fill in your relevant details.

Note 2 a) you will need to send your letter to the companies registered address, In the case of Shwmae Products Ltd, their registered address (which is on public record at Companies House) is POUND FARM , EDWYN RALPH, BROMYARD , HEREFORDSHIRE, HR7 4LU. Send your letter recorded delivery.

Note 2 b) on the “Which” consumer-rights action letter before small claims court claim, the time frame that they use is 28 days. Speaking only from my personal experience, if a dispute has been running for some time ie over a month or so, and I have yet to receive a satisfactory outcome to my problem, I give a period of say 14 working days from date of recorded delivered letter.

http://www.which.co.uk/consumer-rights/action/letter-before-small-claims-court-claim


Reporting your situation to the Action Fraud, Report Fraud and Internet Crime http://www.actionfraud.police.uk/node/252

(To follow is taken from their website) The service is run by the National Fraud Authority – the government agency that helps to co-ordinate the fight against fraud in the UK. We work with partners in law enforcement - the National Fraud Intelligence Bureau, run by the City of London Police - to make sure your fraud reports reach the right place

Online shopping fraud

Shopping and auction fraud involves fraudulent shopping scams that rely on the anonymity of the internet.As the popularity of internet shopping and online auctions grows, so the number of complaints about transactions is increasing. Some of the most common complaints involve:

• buyers receiving goods late, or not at all
• buyers receiving goods that are either less valuable than those advertised or significantly different from the original description
• failure to disclose relevant information about a product or the terms of sale.

Are you a victim of shopping and auction fraud?

• You’ve bought goods from an online seller that are either late in arriving or don’t arrive at all.
• You’ve received goods from an online seller that don’t match the original description.
What should you do?

If the seller has misrepresented the goods you’ve bought, report the fraud to Action Fraud.
Keep all evidence of the offence, including goods and correspondence.

If there is a business dispute over the nature of the transaction, contact the website involved. Or, you can alert Consumer Direct by phone on 08454 04 05 06.

You can report fraud using our online fraud reporting service any time of the day or night; the service enables you to both report a fraud and find help and support. We also provide help and advice over the phone through the Action Fraud contact centre. You can talk to our fraud specialists by calling 0300 123 2040.

When you report to us you will receive a police crime reference number. Reports taken are passed to the police who may contact you for further information. Action Fraud does not investigate the cases and cannot advise you on the progress of a case.



Report your situation to Trading Standards via the Citizens Advice Office.

You can either call your local TS and CAB office details of which you will find on-line. Or to the ones below which I reported to.
http://www.carmarthenshire.gov.uk/english/advice/tradingstandards/pages/home.aspx

http://www.citizensadvice.org.uk/index/getadvice.htm

Below are the National Help-Line numbers
for Wales call 08444 77 20 20
for England call 08444 111 444
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Lol the latest

image_zpsd7c247c5.jpg
 
Thought I'd also share this picture of my boy in his Shwmae hood, aside from the ridiculous ears which we intend to remove, it is a good fit...but as you can probably tell from his face he didn't want his picture taken in it :p

attachment.php
 
I have now been blocked from their page too. I was deliberately being annoying, not rude just annoying- in order to get a response. I commented on every picture/post they put up just asking very politely where my turnout socks were. The ones I ordered with 3 day delivery on 21st November. I have spoken to trading standards and have sent a letter and will be taking further. But it is just so blinking frustrating!!!! If they'd just sent the product I ordered and paid for then I could have given rave reviews!!!!! Now I have to be honest and tell others that I am being ignored and that I cannot recommend. I couldn't walk into a supermarket, pick my goods, pay, then have them secretly bagged up and not given to me- then be ignored! They would be closed down!!!! It's no different.
 
It's the fact that all this bluster is actually not helping them, as this is the first few things that pop up when you google.

If they were getting proper advice from these top end advisors they would be getting told to pull their socks up, right the wrongs and move on, not look like bitter, guilty parties.
 
Welcome to the new members who have shared their experience of being customers with Shwmae. I hope you get a satisfactory outcome. Cross' s post is really helpful.
 
Christmas Kia said:
Lol the latest

image_zpsd7c247c5.jpg
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*bashes head off desk*

Please, please if anyone from Shwmae is still reading this thread, please STOP this nonsense!

I haven't bought from you, nor will I, but I am all in favour of small businesses, in this rubbish economic climate the UK needs it's small businesses to help keep the wheels turning.

If you are going to use social media to advertise and engage with your customers, you must also deal with any complaints that come via that medium head on. Calling customers with queries and complaints trolls makes you look incredibly unprofessional. This thread, unless HHO eventually delete it, will now remain cached on Google for all to see when they google your company name. Please, for the sake of your employees and your company, speak to a professional advisory company to help you get out of this mess you have found yourselves in.

Even if some of the complaints on here are false, or exaggerated, you must try and remain professional when dealing with them, don't just vent your spleen on the web, take a breath and reply when calm.
 
Really personally I'd like to know what they can actually do when it's the truth being told. Also as they have done themselves it's not hard to create a false profile, so getting the FB blocked isn't really doing anything.

6702bca1-c8bc-4234-ac67-b4e18661c94a_zps88a63140.jpg
 
The problem I have with this whole thing is that this company is not being truthful with potential customers because they delete comments by anyone asking about products or even questioning the forums or past reviews. They are presenting their company in a fraudulent manner instead of presenting the truth. Potential customers can order and unless something makes you google them, you would never know all the issues. I was lucky because I googled them and I even asked them for a response to the Horse and Hound forum because I understand things can happen. I probably would have given them the benefit of the doubt if they had responded and not blocked me. At that point I had already shared their page to other horse friends and my sister in law who lives in England, and they shared the page and so on and so on. I was lucky I had not ordered but a friend did and had to file a Paypal claim. It makes me feel bad because I shared this page not knowing the history of the company and only found that out after I found this forum. How is it fair for a company to deceive thousands of people, get away with it and blame everyone fighting to get their money back? I just don't understand how they get away with it.
 
This is not a company. At least it won't be for much longer if they carry on like this. Instead of taking criticism and complaints on the chin, they are going on the offensive, which is an incredibly childish and unprofessional response. But then again, they seem to be very young and evidently hugely naive and arrogant. An unfortunate malady of youth and lack of experience. Looks like they will be learning the hard way. The world of business has no time for amateurs. I sympathise with people who have lost their money, don't give up and do all you can to get it back. As has been said before, everyone makes mistakes, it is how you deal with them that will shape your reputation as a business. Its a case of damage limitation now, but this company doesn't seem to have any concept of how much damage they are doing to themselves, far more than any of their customers could ever have done.
 
I really don't understand what they hope they can achieve by collecting these messages anyway?

So some people may have let's others know to not buy, so what?
 
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