Shwmae horse products

Status
Not open for further replies.
I've been following this thread since the beginning. In a way I feel kinda sorry for the Shwmae women, they've clearly had a good business idea (even if it's a tad on the ridiculous side for some of us) and there is a market for it. But they seem to have tied themselves up in knots by getting to big far to quickly. My sympathy ends however, when they then got on the defensive and started yelling 'bully' at everyone. A bit of honesty goes a very long way in businesses like this.

I hope they can pull this back out of the bog they are in and get going again, in this economy it would be horrible for folk to lose everything they've worked for. Fingers crossed it's been a big fat kick up the bum to improve their service and hopefully all customers will see a satisfactory outcome one way or another.

Unfortunately, at the moment, I'd find it hard not to warn any friends off using the company after reading this thread.
 
What would be ok is a review page. That encompasses horse products and customer service. A bit like Trip advisor.
This would allow for reviews of all companies and products whether they are good or bad. The page can be administered accordingly. This would be ok. I would avoid using a company name as a page title but to get it to appear on a search onesie would be needed somewhere in the page title, as I suspect it is the product that people search for. Which rug is the onesie for my horse? Or The Onesie Show?
 
Well I pointed out on her thread that perhaps they should concentrate on customer service first, rather than openly fighting. And that it was interesting that the cases HH contacted them about had been resolved/shipped/refunded.

I was put off by both the price and awful reviews they have had-product is something I would order!

I hope that they can look to improve these and then perhaps win over customers.

(YES WE KNOW THAT YOU ARE READING THESE!!!)
 
I don't have much sympathy for them. They have been apologising for poor customer service and non delivery for an awfully long time.
Words mean nothing. The horse forums are littered with posts from unhappy customers in their archives.
 
jrp204 said:
Quick ? On their FB page they have comments from people saying they have had their onesies 3 yrs. These girls are 21 & 18 now?
Click to expand...

They have been making fleece hoods , rugs etc for at least 2yrs. The onesies are a new thing? THere customer service has been dire for the entire time they have been trading.
 
The following was posted on their FB page this morning. One would have thought given the current situation that their attentions would better be directed in sorting out the issues that their not so happy customers have.

"LAST CHANCE TO GET BEFORE XMAS!!

50% off everything...

All orders taken will be held to the dispatch times chosen so please make sure you don't order the cheaper one if you insist to have it for Christmas as we won't be held liable if it's in time but after Xmas.

We urge all buyers to check their dispatch choices before they check out!

Discount code:-

The time the sale is on for is from now until Sunday evening.
All orders dispatch days start from the Monday coming as that's the first working day."
 
cross said:
The following was posted on their FB page this morning. One would have thought given the current situation that their attentions would better be directed in sorting out the issues that their not so happy customers have.

"LAST CHANCE TO GET BEFORE XMAS!!

50% off everything...

All orders taken will be held to the dispatch times chosen so please make sure you don't order the cheaper one if you insist to have it for Christmas as we won't be held liable if it's in time but after Xmas.

We urge all buyers to check their dispatch choices before they check out!

Discount code:-

The time the sale is on for is from now until Sunday evening.
All orders dispatch days start from the Monday coming as that's the first working day."
Click to expand...

Blatant attempt to cover backsides for tardy deliveries . . . are all the unhappy customers who have waited weeks/months to receive their goods at fault for not checking dispatch choices . . . including those who paid for express delivery?

Sigh.

P
 
I've never been interested in a fleece onesie as I know ny horse would rip it to shreds to get it off...

However i have seen the onesie giveaway circulating my Facebook. I then checked out their page to have a nosy.

First impressions aren't great as the whole tone reeks of 'yh bbe luv dis pjs 4ma poni' which I do not like. I don't know if it is just me, but if a company doesn't have good spelling and grammar, then I simply cannot take them seriously and wouldn't buy from them purely for that reason.

I also want to say thank you for this thread and all the replies, including those from one of the owners of the company, as it has been a very interesting (albeit frustrating) read. I will let my yard know about this company as I can think of a few people who would be interested in a onesie like these, and don't deserve the awful customer service you ladies (and gents) have received.

Finally, just to put it out there, I am 18 and could not imagine speaking to anyone how these two girls have, let alone to customers. I know it cannot compare, but I have worked in a large company on the shop floor for nearly two years and I could probably teach then a bit about customer service. One thing i have learnt is that no matter what the situation is, the customer is always the main priority and their happiness comes first.

Showing mad filly (hope this is the correct username) , please know that your replies and responses to what have been said are the main reason why I would never in a million years buy anything from you. Consider that before you threaten with legal action and accusations of lying trolls because it is the way in which you conduct yourselves that has lost you customers in my case.
 
Last edited:
SMF is online now - presumably scrolling online forums finding all the threads that have been started about her inept company. If I was in the s*** as much as they are, I'd be working 24/7 to dig my way out; not spending hours online posting nonsense replies.
 
This made me laugh even more: (Post by SMF about not receiving Derby House products)

showingmadfilly showingmadfilly is online now
Sport horse
Join Date
Mar 2012
Posts
229

Default Derby House blues
I am feeling rather down, I bought over £850 worth of rugs between the 8th - 13th of May from Derby House. They bit by bit have arrived but after literally 10+ calls and endless promises I am feeling really let down. I am awaiting 12 more rugs which weren't what I originally ordered but after nearly three months I was told a bulk of my order wouldn't be arriving so I decided to change to other sizes and items to make it easier as they were in stock.

i was promised Monday they would be dispatched and I would get an email but three calls later and nothing.... The worse bit is I really want more products and I've not once been hard on them. In fact I've been so nice to them but now I'm just gutted.

Sorry for the long post everyone, you must be so sick of this.
 
Having seen the offer and going onto their website am trying to see if a hoody would be worth while.

However hoods have no size guide, PM them on FB to be sent back to website.

Pointed out website has no details on hoods or sizing.

However working with a Ombudsman this is most worrying-

From T's and C's

*All products are not refundable and this must be remembered when ordering......

Er no as you are offering sized products under distance selling rules this is breaking the law........ Only the onesies would be classed as made to measure which would mean non returnable/refundable.

Everything else is a set size that is chosen so you must allow returns.
 
FWIW, I get that anything that is made to measure might be sold/marketed as non-refundable, but they really could do a better job making customers aware of that, rather than burying it in the Ts and Cs. From what I have seen, they could also do a better job of communicating that to customers who request refunds when they don't receive what they ordered when they expected to receive it. I get the sense that the directors, young as they are, are afraid to be up front with customers and keep making false promises and unrealistic expectations. As I have said before, their website could do with a major overhaul for starters - to make it crystal clear what customers can and cannot expect. In addition, I really think that those in charge of marketing, customer fulfillment and customer service could do with some help . . . it is clear they are struggling and it's not a pretty sight.

Lastly, their FB page needs a serious rethink . . . it is very unprofessional and, frankly, a wasted marketing opportunity. Do they have an overall social media strategy that doesn't involve slamming unhappy customers or (shoddy) screen grabs of every little positive thiing said by other customers, for example? The current FB page looks amateurish at best and at worst totally made up and unbelievable (which may or may not be true). Social media, done right can be an absolute boon to small companies without huge marketing budgets - and they are missing a massive trick in this regard.

P
 
Hmm, if the Onsies are bespoke then why can you not put in required measurements when ordering? The order form is generalised like most rug /boot orders. I don't believe you can call it bespoke if something is a 'fine, extra deep, cob or standard' and the sizes go in the usual 3" increment format.

SMF still ignoring my formal letter and email. Surely if they supply something that does not fit and they the experts say they can not alter as it would damage the product then there are two choices, either replace with something that fits or refund. Simple isn't it?
 
They would struggle to do bespoke as we did unless you go out and measure people's horses for them as we were surprised how many people don't have a clue how to measure their horses and then would measure in- accurately or in the wrong place and most people really can not be bothered measuring at all so we decided the bespoke couldn't work effectively for us.
 
I ordered some turnout socks for my warmblood on the 21st November. All paid for. Including express 3 day delivery @ an extra £21.70- but worth it for his mud fever. (only went for these as the Equi close contact chaps are fabulous but not quite big enough for his enormous joints!) Safe to say- its now over 3 weeks later and I have had no product. Hardly any communication and when I have had some it's been unsatisfactory. The very first reply I had said "We try not to say they will arrive in certain days as things like this are couriers faults. We do state the dispatch time and will certainly make sure this was for filled x" Well then, I replied with- do not offer express delivery in that case!!!! Now they are blaming couriers and saying they cannot get hold of them. But i have had no tracking info supplied, even when I have demanded it. I have now spoken to citizens consumers advice and they have recommended writing by hand today, which I have done and speaking to the bank. I now have a meeting with my banks fraud department on Monday morning as they class paying for goods that have not arrived and having unclear communication from the company is FRAUD. I have also messaged Shwmae stating this is what is to happen and to expect my handwritten letter. I am sad as I thought the boots would be brilliant for him and I could have sent a lot of business their way but they've shot themselves in the foot big time. I also asked trading standards about slander and as long as I have proof of communication with them and bank statements showing payment and no products then it is not slanderous, it is fact. If I were to put across my own personal feelings towards them and their....lets just say, resistance to reply/send products! Then that would be slanderous.
 
mysaladin said:
All paid for. Including express 3 day delivery @ an extra £21.70 . . . over 3 weeks later and I have had no product. . . . Hardly any communication and when I have had some it's been unsatisfactory. The very first reply I had said "We try not to say they will arrive in certain days as things like this are couriers faults. We do state the dispatch time and will certainly make sure this was for filled x" . . . i have had no tracking info supplied, even when I have demanded it.
Click to expand...

This all sounds horribly familiar :(.

P
 
mysaladin said:
I ordered some turnout socks for my warmblood on the 21st November. All paid for. Including express 3 day delivery @ an extra £21.70- but worth it for his mud fever. (only went for these as the Equi close contact chaps are fabulous but not quite big enough for his enormous joints!)
Click to expand...

I'm sorry to hear of the troubles you're also having with this joke of a company.

With regards to the Equichaps, they do up to XL which my livery uses on her 17hh Shire. (I use L for my WB)
 
I know, my boy is just over 18hh and a real old fashioned stamp of a WB, he has Xl all round but they only just about fit on the fronts. I have written to them begging them to make an XXL version! :) For now he has his XL's on the back then taped up as otherwise all the mud just gets in.
 
mysaladin said:
I know, my boy is just over 18hh and a real old fashioned stamp of a WB, he has Xl all round but they only just about fit on the fronts. I have written to them begging them to make an XXL version! :) For now he has his XL's on the back then taped up as otherwise all the mud just gets in.
Click to expand...

Wow!! I just thought I'd let you know as not many people thing they do XL. I'd love to see a picture of him :)
 
mysaladin said:
Safe to say- its now over 3 weeks later and I have had no product. Hardly any communication and when I have had some it's been unsatisfactory. The very first reply I had said "We try not to say they will arrive in certain days as things like this are couriers faults. We do state the dispatch time and will certainly make sure this was for filled x" Well then, I replied with- do not offer express delivery in that case!!!! Now they are blaming couriers and saying they cannot get hold of them. But i have had no tracking info supplied, even when I have demanded it.
Click to expand...

Just to cheer you up, when they do actually dispatch goods they use APC-overnight. Yeah right so blame the courier for your incompetence. And don't get your hopes up if they send you a courier dispatch email ... its a fake that Shwmae like to send out, if you actually read it there is no courier details on it.
 
Be careful using the Fr..d word as you can not infer fraudulent practices by any company or individual until or unless this has been proven in a court of law and the judgement is in the public domain. So I was informed

p.s not sure what else you can call it if you have paid the money and not received the goods.
 
Status
Not open for further replies.
Top