surrey equestrian website - short rant

Shysmum

Shysmum

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Location
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:mad:


http://www.surreyequestrian.co.uk/jhl-horse-rugs.html

I spent ages looking for a lightweight turnout rug, and found this JHL lightweight one, at what I thought was a bargain :eek: price.. OK, my mistake, the price they are advertising is for the b***** hood, the rug is £40 sommit. 900 or so in stock. Fab.

So off I go to send it as a wishlist, for parents to buy online, collect in store, and I save the store price and the postage, when they visit. Having explained it all to them.......*******it's not in stock anyway *******.

These mail order companies need to get their act together, as ebay is taking a lot of business from them.

Rant over. sm x :rolleyes:
 
i bought from them......never again.

Ordered an adult body protector. They sent a childs one. Not good when i was going to look at a horse a couple of days later.

Had aggro trying to change it etc as it was showing out of stock. But actually when i rang up and had another rant.....they had 12 in stock!
Not particularly impressed!

Shame about the rug.....it looked like a bargain....if only it was for the rug and not the hood and they actually had it!!
 
The owner of the store has posted on this forum many times recently telling us how everything is better, staff being replaced, stock control better etc. In Fact he was on only a couple of days ago saying how everything was now alright.......I was sceptical anyway as they've messed me about 3 times now selling stock they haven't got & can't get. I was waiting for something like this to be posted again, I knew it would happen & it has.

Speak to the co owner of the company, he's said he's willing to chat about problems. I would think he's spending more time placating unhappy customers than sorting out his company at the moment though.
 
I am sorry that the rug you tried to order was out of stock. We are in the process of making the website stock controlled but this is obviously a work in progress. We do state that if quantities are over 25 it means that item is not stock controlled at present and to call or use our live messenger service re stock.

With regard to the body protector a member of staff mistakenly sent out the wrong one (she has now left) and this was swapped at no cost to the customer.

Please ring Mark or myself if you wish to discuss any areas of the website that you are not happy with - 01932 221996.

Tracey
Co Owner
Surrey Equestrian
 
I've ordered from them recently, and had no problems, receiving them with in 2 days. I know that one item is generally not stocked as it is an unusual size, so was very pleased to receive it very quickly. No complaints here :)
 
I ordered some tri-zone xc boots, the money was taken out of my account, I then recieve a phone call to tell me they are not in stock and wont be in stock! But i have still paid for them, work that one out!

Im still waiting for the refund 3 weeks later!!! - Not impressed!!!
 
I ordered a Ventair hat off them last Friday. I found them really helpful, I spoke online to 'Shane' to check that the size was available and he told me immediately that it was in stock. I found it a really good buying experience to be honest and was really well impressed.

I had a email from City Link saying that it was scheduled to be delivered today but we had a City Link delivery to work and it wasn't on board. The driver said he's got the ticket and more than likely it will be delivered tomorrow.

To be fair I'm not in a mega rush for it and I'm happy to wait a few days for it because at £65.99 including delivery I just couldn't get it any cheaper anywhere else.
 
I was just about to order the JHL LW turnout, it's 24 quid or something around there isn't it?? It that just for the hood then, not the actual rug?
 
Lol i like the way you say the body protector was swapped at no extra cost to the customer! the adult small one ordered and paid for was about £90.....the childs large one sent out was about £45!
so dam right the customer should have no extra cost!
 
What I was actually meaning was that no postage costs had to be paid for by youself and we did swap it over straight away. Unfortunately occasionally mistakes are made and if this does happen they are rectified immediately at no cost to the customer.

Tracey
Surrey Equestrian
 
must admit i ordered a caldene ultra hat on monday eve, had email from city link with consignment number and was delivered yesterday. very well packed and i was really pleased so i will use them again - saved me £20 on anywhere else - shame cant use it now horse is lame!!!
 
I'm a happy Surrey Equestrian customer :) They do say that they are working to make the site stock controlled, if you are in any doubt then place a phone order!! I tend to do that anyway with any internet shopping. The main reason that I like them is their prices are good and I hate being ripped off!!:eek: I just love this smiley so I'll do some more :eek::eek::eek:
 
Would be more beneficial of they answered the question Shysmum has asked, the site obviously describes the rug with picture then when you go to order it you can only order a hood ?

I would like to know the answer too ?
 
The way we advertise rugs and hoods under one heading is exactly the same way as lots of other well known internet equestrian retailers. The reason we do this is so we get rankings in google the same as the other websites. When you go on to the product where it states small hood you need to click on the arrow on the right hand side and it will then bring up the other hoods sizes and then the rug sizes. When you select the size you require it will tell you the price and the quantity.

Up until about a month ago all our hoods and rugs were seperate and we found that we were not being listed as much due to the items looking dearer on google.

Tracey
Surrey Equestrian
 
I love Surrey equestrian, but Have never bought anything online only instore.. Got the BEST bargain bridle on the weekend a stubben for £60!! Was very pleased, however I am sad that they wont be stocking brands like stubben, john whittaker etc :(

I have always found everyone very helpful too!
 
Two v different experiences... three items ordered last May, turned up extremely quickly, no hassle, v happy. Then, later in the year, ordered a numnah washing bag and a girth, both said to be in stock, money taken straight away but didn't show up. Rang after nearly three weeks and got a very curt response along lines of 'not in stock, will be in a few weeks.' To be fair, the weather on a couple of days had hampered deliveries but not impressed they said it was in stock OR at the 'customer service' and they are a last resort now - haven't had to use them again yet.
 
always had good experience - if I need something specific I will look on line and then ring - and in fact for hats ( my very recent purchase) they were considerably cheaper on-line/in store than eBay or any other shop! So I will carry on!
 
You can always ring to find out if the rug is in stock.
I ordered from them and it said to ring to check, so I did, and it wasnt! I still ordered and it came, but it took longer than quoted.

It is annoying to order and not recieve which is why the ebay shops are good as they have them in stock. But you may pay a bit more.

But they should not say something is in stock ( and plenty of them) when it isnt. But SE are not the only ones that do this. Any business has overheads and cannot carry ample stock be it a shop or an online business.

I would use them again happily but not at short notice. I would rather order in advance than trail the tack shops at the last minute...
 
I ordered some stretch and flex wraps (cheapest price around on the net by far!), exercise bandages, tail bandage and leadrope from them on sunday and they arrived on tuesday! Far better website being stock controlled! I did have a problem with a JHL LW stable rug being out of stock last year for a few months for but the website is better now so I would recommend them. Some retailers still arent stock controlled on the website.
 
We take on board on all your comments. The website is now about 60% stock controlled and each day more and more products will join the stock control.

The other exciting news is the whole look of our website is going though an overhaul to make it more user friendly and modern looks.

Keep an eye out for the changes

Tracey
Surrey Equestrian
 
Ok, thanks for the replies !

My concern is this really - that the RUG is advertised on the link page given, there is no indication that the £20 is for the hood only. So you go onto the rug's page, and it's not till you get to choosing a size, that hey-presto the correct price has come up. Yup call me stupid, but I was really ****** off - I suggest the hood is the last item that's put on the page, not the first. If that happened in a supermarket, I'd be within my rights to demand the rug for the £20, as it has been misleadingly advertised imho.

As for ringing the store....my parents live just round the corner from SE, and after all the hassle of the wish list sending, them joining to get the online price, my having found out the correct price, and the item IN STOCK, why should I think to also phone :confused: Maybe you should insist that if an item says 1000 or so are in stock, the buyer HAS to phone you, before you can accept an order ?

Just left a bad taste in my mouth, sorry. Any chance you will sell me the rug at £20 when next in stock ??? sm
 
We have taken on board what you said and will make changes to the website tomorrow as to the rugs.
As far as thousands in stock we have put on website that not all items are stock controlled yet and big number items please call re stock levels.
We are stock controlling about 200 products a day and hoping to have rugs up to date by end of play tomorrow.

Mark
Co Owner
Surrey Equestrian
 
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