Surrey Equestrian

Do you 'celebrate' it?

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You can't brand someone a troll because they do not agree with your opinion. This is an open forum and you asked a question about people's experiences with Surrey Equestrian - people are giving their opinions, and you are branding some people trolls as they don't agree with you
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I have used Surrey Equestrian once, and they were quite slow with delivery - but I have read on HHO that a lot of people have had good experiences with them - and for that reason I would probably give them another chance if they had something that I wanted / needed to buy.
 
Quite honestly until last week I would not have used them again. As above, not in stock, slow delivery, slow refund. However, last week I needed a pair of boots for someone and needed them by the weekend. Depsite ringing over 38 times during the day I couldn't get through so resorted to email late in the day asking for confirmation that what I wanted was in stock, and asking for their soonest delivery (happy to pay for next day but not an option on line). I got an email back from someone called Alex, saying that if I ordered that day and put a note on the order saying I needed them by Sat they would do their best. I did this, and lo and behold the boots arrived the next day so someone has pulled their finger out and sent the boots out late the same day for me. I was very impressed and very grateful. I guess, like with most companies, it comes down to who you deal with. I may just try them again for my own stuff.
 
good and bad experiences - they are generally cheaper but have been slow in delivery and rude on the phone. Recently they have taken their phone number down off website because they were getting too many calls so you could only contact via email - that in my mind is not good customer service. Shame as I did quite like them before but it puts me off not being able to ring up and speak to a human (rude or otherwise!)
 
Love this shop, but its very local to me to I can just pop in. I have to say the staff are always very friendly, but I am quite a regular there! I did order a saddle from them online. Delivery stated 3 weeks and I got it in 2 so well impressed, but I have seen a few posts on here about bad service and delivery. They seem to be able to undercut everyone by loads-don't quite know how they make a profit!
 
I've never used their online service but often go into the store and I have to say they are significantly cheaper for suppliments than elsewhere so we go for those. I've never had a problem with their staff.
 
My friend placed an order with them for some horse boots, took months and phone calls, the never turned up, she eventually had refund.

I rang them to tell them there was an error on the description of something on their website, were not helpful at all so didn't order rug I was querying
 
I'm going to speak up for them.

I've used them a few times now and never ever had a problem. Their delivery times are a bit longer than, say, Equestrian Clearance, but that's not a major issue in itself. Prices are good (I've just bought a bargain JHL rug), they keep you updated on the progress of your order, and I like being sent the CityLink tracking number so I can see when it will be delivered.

The first time I used them, they called me the day after I placed the order to say one of the rugs wasn't in stock, apologised and talked through what else they had that would be similar. The replacement was shipped that day. I had a delivery from them yesterday morning of things I ordered on Friday last week.

I've never found them to be rude or difficult, though have never had to send anything back. No complaints here.
 
I know the service at Surrey Equestrian has not been great and i have taken on board what has been said.
I have replaced a lot of staff now and have also put in place a new customer service team to deal with problems.
I want you to know that we are taking this very serious and are working hard to improve not only our service to you but also the cost of items.
You can contact me at surreyequestrian@btconnect.com and i will look in to your problem myself.
I can be contacted Monday To Friday on 01932 221996.
Thank You
Mark Sherren
Co Owner
 
Hi Mark,

Really good of you to come on here and provide some customer service.
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A useful improvement from my point of view is to either increase how much stock you hold or update the website with in stock/out of stock information as it is most frustrating thinking it's all fine and then having to wait.

Look forward to getting my order (no.19803, placed 30/01) shortly.
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Hi, I have been using Surrey Equestrian online for a while now and have had no problems! The service is good, the staff helpful and if there are any problems they are always very good at sorting things out. Would reccomend them to anyone!
 
I have used them several times and always been very pleased. I am a bit miffed though as I bought some Aerborn Cool Boots (actually a xmas pressie for me). They started leaking after being used 3 times. When I phoned and explained the lady told me to send them back but I wouldn't get a refund/replacement until they had spoken to Aerborn. I still havent sent them back and to be honest I really can't be bothered. I just won't use Surrey Equestrian again.
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I have never been to the store as it's miles away. I'd searched the internet for a particular show shirt as a present & I found the right make, size & colour on their site. I had tried numerous other sites & they hadn't got it & couldn't get it as it was no longer being made. I ordered & paid for the item & after about a week Surrey Equestrian contacted me saying they hadn't got it in stock & wouldn't get it from the manufacturer. I already knew that it wasn't being made anymore...I ordered it because they were advertising it so presumably they would have it in stock? Why would they offer for sale what they hadn't got?

I was eventually refunded....but 10 days after being unable to supply the shirt to me they were still advertising it on their site! Wake up & run the company in a professional manner. I & several other unhappy customers I know will not bother using the company again.........too much hastle & a waste of time.
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Hi
As far as the Aerborn cool boots
If you return them to us we will take this up with aerborn and if faulty you will get a replacement or your money back including postage.
But we do need to get them back first
Mark
Co Owner
 
Re Shirt
This is why we have put in place new customer service girls as well as a new team of website people so site and responce to customers can be kept up to date.
I am sorry for the inconvience it caused you
You can be sure that i will keep on until it is right.
Mark
Co Owner
 
Most companies get people to send faulty items back before they are replaced, thats the norm! The fact that the owner has put his phone number on here shows how serious they are about improving on customer service and its really good that they are responding, how many companies would do that!
 
I was led to believe that I had to wait until it was resolved with Aerborn, which I am not happy about. I will send them back to you, but they are quite heavy now.
 
Hi
We are improving bonus points scheme and it will be back with all previous points added.

We are also improving our search bar within the site.

Plus we are installing live help so you can talk direct to a customer service person or tech person between 10 and 4pm Monday - Friday

Mark
Co Owner
 
Surrey equestrian is my local shop and i have always shopped there as i have found them to be very friendly and very good value for money. It is always pretty busy but the staff have consistently made an effort to help with anything i needed help with. :) Will definitely continue to shop there and spread the word!!!
 
the service i had at christmad was terrible :- long wait for product, then not in stock, rude customer service when i phoned. will never use again
 
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