Shwmae horse products

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Katikins said:
Apologies if I'm wrong here, but I was under the impression that 'working days' are set not something you make up depending if you're on holiday or not - only weekends and public holidays count as non-working days? That would mean that only 24-25 Dec and 01 Jan would have been non-working days as they are public holidays. If I take a 2 week holiday that doesn't mean those days are non-working days.
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Yes that's true. Working days are any day except weekends and bank
holidays. Making them up to suit your own holidays is hilarious, love them trying to justify it though.
If they were going to be away then they should have made arrangements for cover staff or told customers that they wouldn't be working those days.
But again, for a retailer to just give themselves the whole of Christmas off from the day before Christmas Eve is ridiculous, especially when they're behind with orders.
 
It is especially ridiculous when they were making a big thing about working all the time to have stuff ready and the couriers not being back at work to collect it :O
 
jemima*askin said:
It is especially ridiculous when they were making a big thing about working all the time to have stuff ready and the couriers not being back at work to collect it :O
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This. I am sure I remember reading loads of updates on FB over the Christmas period about how busy they were tracking down orders and getting shipments out - not to mention all the "limited time offer" sales . . . why offer sales if the company is shut down/not working to fulfill them?

Something (else) doesn't add up (yet again).

P
 
Patterdale said:
What is going on here??

My advice to anyone owed money or goods would be to set the wheels in motion towards small claims, as IN MY OPINION this silence is signalling a company that is preparing to wind up and start again, leaving all their debts behind.

Whatever they're doing, it's bizarre behaviour from business owners, no matter what age they are.
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Good advice.

Considering how effective CSI:HHO has been in the past I have faith that if they start up again that they will soon be discovered - hopefully before anyone else has to suffer the problems customers have this time round...
 
jemima*askin said:
Oh dear, more comments just been deleted from RL - who is a pretty serious businessman and did not seem amused at all by the lack of communication - and (IIRC) CO'S who is just desperate to know where her daughter's christmas present, ordered 12 November, is.

:(
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Odd how they seem selective on the deleting. Quite a few complaints still there!

For example

(customer name removed)Still no news and you seem to have disappeared ordered 13/12/13 and still nothing are you still in business

7 hours ago

Admin team obviously not as conscientious as the company director with the delete button, but there again didn't I see that the admin team only work 9 to 3 Mon to Fri so if you want complaints to be seen by all maybe post at 3.05 on a Friday.
 
This topic really makes for shocking reading... I've not read every post (it is very lengthy!) but I just can't believe the way this company seems to be behaving and by the seemingly cavalier attitudes of their staff. I work for the family business and have done since I was 21 and I have never and would never have been so dismissive and rude towards customers. I would be mortified in their situation!

I just hope that those of you that have placed an order with them either receive your items or can manage to get a refund.
 
You couldn't make this up!
They appear to have been deleting comments again. Those poor customers :(

Is their stand still that complaints are Internet trolls?
 
dawnbouncer said:
I received my rug from them a few days ago, was a few days late (due to weather) and came with ears rather than without but not going to complain;)
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I can understand your reluctance to complain, but this is exactly why they have been getting away with it for so long. They send out goods that are wrong/ don't fit/ shoddy/ whatever, and because their customer service reputation is so bad, people are afraid/ can't be bothered to complain due to all the subsequent hassle. So many people have said the same as you.
If you ordered a bridle from an online shop and they sent you a headcollar, would you just shut up and carry on, or would you sent it back and expect the correct item to be sent out immediately?
 
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dawnbouncer said:
I received my rug from them a few days ago, was a few days late (due to weather) and came with ears rather than without but not going to complain;)
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Dawnbouncer, I'm glad you got your order but perhaps you might consider putting a message on their website thanking them for the added bonus of the ears - then at least people know that they might not get exactly what they ordered but you are not actively complaining.

Also, you might want to keep a check on the ears because I know that some people have had trouble when they got wet, they become very heavy and drag the hood down. If you see that happening you might want to adjust the hood or cut the ears off just in case.
 
Here we go again, same person as yesterday that had the delightful reply from Jessica Clarke, Director of Shwame.

(customer)
please respond!!!!!!!!
still no parcel you said no later than 10 January!!!

Hi (xxx), I believe the company director responded to your message that you copied and pasted onto a competition photo. We need a confirmation on your address as our couriers cannot locate you. I will await your address to pass on.
Best wishes
Shwmae

(customer)
confirmation of my address ... don't make me laugh YOU confirmed it to me the other day along with a so called tracking no for APC you said parcel no later than 10/1/14!!!

Customer then goes on to show the details of the tracking number and address etc that Shwmae had sent to them.

(Customer)
now your msging me for my mobile no... which is on my order ... come on this is out of order!!!

Shwmae (xxx) your item has been with our couriers for nearly a week, we are trying our best to get it to you. I have passed on your number. Shwmae....
11:15Expand

(customer)
you have my mobile no: on the order!
please submit the telephone no for APC I will call them !!! please email me all details - ta!....


Oh you can sort of understand the customer getting a tad annoyed at the sheer incompetence of Shwmae
 
The address that Shwmae used is wrong: There is no B..... Road for the postcode but there is a B..... Street. Incompetence!
 
Even more tragic ...

(customer) Someone needs to message me back NOW !!! I'm a really starting to get annoyed. I have been ignored for days now via Facebook and email !! I want what I have paid for , I even paid extra to get my order within 14 days , and that was about a month ago now !
 
Hello,

I have had a somewhat productive day liaising with Shmwae, in other words a few emails. I have begun a dispute with them through Pay Pal and Barclaycard which seems to have set some wheels in motion. I asked for a refund as my order was overdue to that end I received an email saying my order was being sent today and a tracking number will be forwarded on. I have continuously asked for a refund and not my order but still it has 'been sent'. I have received a tracking number this evening subsequently logging onto the website to see its status and guess what....order not found. So not only have they continuously ignored my requests for a refund they are now sending my tracking numbers that do not correspond to to any orders. The only way you will get anything out of them unfortunately is to begin proceedings via Pay Pal and your bank. Also keep any correspondence you have had from them i.e emails etc as this will be used as proof that they have not adhered to there agreement and failed to provide a service in the time frame stated as the bank will ask for this. Hope this helps.
 
ChrisGib1983 said:
I have received a tracking number this evening subsequently logging onto the website to see its status and guess what....order not found. So not only have they continuously ignored my requests for a refund they are now sending my tracking numbers that do not correspond to to any orders.
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Oh, that old trick? They've been pulling that fast one for a while now . . . seems slagging off the couriers and blaming them for late delivery is easier (not to mention more customer-friendly) than actually making goods and shipping orders.

P
 
PolarSkye said:
Oh, that old trick? They've been pulling that fast one for a while now . . . seems slagging off the couriers and blaming them for late delivery is easier (not to mention more customer-friendly) than actually making goods and shipping orders.

P
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Mmm need to be a bit careful on this one. It may well be that the tracking won't show up until the item reaches the hub. Don't panic yet, check it out tomorrow and see if it tracks - oh, and make sure the address they've given APC is the right one. Certainly the posts put up early about a lady who was having troubles actually meant that Shwmae had managed to put the wrong address on (and only one word wrong at that), item had indeed been shipped and tracks on APC. They might be just about telling the truth on this one!
 
And low and behold, boom, the photo with all the negative comments on (and a competiton entrant) has gone as I was reading it. Makes a mockery of the competition which finished ages ago. I am speechless to their actions.
 
ChrisGib1983 said:
Hello,

I have had a somewhat productive day liaising with Shmwae, in other words a few emails. I have begun a dispute with them through Pay Pal and Barclaycard which seems to have set some wheels in motion. I asked for a refund as my order was overdue to that end I received an email saying my order was being sent today and a tracking number will be forwarded on. I have continuously asked for a refund and not my order but still it has 'been sent'. I have received a tracking number this evening subsequently logging onto the website to see its status and guess what....order not found. So not only have they continuously ignored my requests for a refund they are now sending my tracking numbers that do not correspond to to any orders. The only way you will get anything out of them unfortunately is to begin proceedings via Pay Pal and your bank. Also keep any correspondence you have had from them i.e emails etc as this will be used as proof that they have not adhered to there agreement and failed to provide a service in the time frame stated as the bank will ask for this. Hope this helps.
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So you have formally 'cancelled' your order? If this is the case Shwmae do not have a leg to stand on if they have exceeded the delivery date originally set and you have not accepted a new delivery date from them.

Stick to your guns and do not accept any bullying from them!
 
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