Surrey Equestrian

Do you 'celebrate' it?

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I had poor service before Christmas, ordered something online, money was taken from my card, waited 3 weeks, when I phoned up to chase it I was then told it wasn't in stock. I cancelled the order.

I wouldn't have used them again but as the owner has come on and said things are going to change I will give them another chance.

An email saying the item isn't in stock and NOT taking the money until goods are sent would be a big improvement.
 
I am sorry about the srvice you had at christmas
This is not the service i wish to provide to customers
I have taken steps to change this by employong new staff also offering on line live chat each day between 9-5pm except Wednesday.
We are going soon to have a stock controlled website so you will know at time of order if in stock etc.
I welcome all comments to me about the service as i cannot change anything if i dont know.

Mark
Co Owner
 
I have used Surrey Equestrian several times and always go to them as they are the best prices anywhere. Out of all of my orders twice I was contacted as one item was out of stock and they offered me 3 alternatives I could wait, choose an alternative or have arefund. Each time they suggested an alternative which was suitable and I am one very happy customer and will always use them. I find their new customer service team very polite and they are always friendly. I have been reading the posts put on the forum and that is why I have joined and I believe that everything Mark the co owner has written on here seems to be being put in place from my experiences. I will never go anywhere else for my equestrian products unless they don't do what I require.
One very satisfied customer.
 
I like them great prices and customer services. tbf doesnt always say on the checkout/reply email that items may take up to 3 weeks? I thought it did although I've always had everything much quicker than that.
 
I have worked in and managed two local tack shops and in both it was completely normal for any faulty products to be returned to the manufacturer for confirmation of fault before refunding - this is standard practice, certainly within the equestrian world, but also within other areas such as mobile phones ie: buy a nokia phone that goes faulty, it has to be returned to nokia for investigation before any refund/repair is possible.
I've only used Surrey Equestrian once (before I read the reviews on here) and have to say the service was spot on, item delivered really quickly....tho I am looking at the neue schule bits they have on offer and after reading lots of posts on here, am seriously wondering if they have all of those bits in stock at such low prices....?

And no, I don't work for or have any affiliation with Surrey Equestrian!!!
 
I too have regularly used them online.

I find as long as they have the item in stock the service is very efficient. If it is not in stock as was then ( may have changed ) you were not informed and had to wait however the item did always arrive but maybe not as quick as hoped. If you were informed at the time of buying that the item was not in stock, and an estimate to how long it would take then the service would be spot on.

I found the customer service again online helpful and had no problems getting a postage refunded when they conbined two seperate orders and sent them together.

I always look there first because the price is usually the cheapest and no I too do not have any affiliation with them.
 
We are working as quick as possible to sort it all out as well as bringing prices down
We have revised our terms and conditions now and delivery page which i hope helps everyone.
In the coming weeks i think you all will find a big difference from the whole of the Surrey Equestrian team

Marlk
Co Owner
 
I have posted in the other thread about this store, but will post here aswell :)

I think it shows that SE are trying to sort out any issues that they have had in the past, the owner has come onto this forum to try and sort customer complaints which I think is better than most saddlery owners would do!

I think that tack shops have been hit really hard lately and are finding it hard to stock all the items their customers want. Its a bit unrealistic to expect saddlery/tack shops not to have been hit as well as other retail sectors. Tack shops won't make everyone happy there will always be people that get annoyed for one reason or another, but I think they are showing that they have taken on board all the imput and are working on making changes.
 
I would be interested to know if surrey equestrian have seen any increase in buisness since this post, I for one certainly keep going to check there prices, not quites so sure though that was what the op intended!
 
I popped over there today in my lunch hour!

Its a good shop and has a great variety of stuff and i find the staff very helpful. I spend way too much money when i go in there but i think its reasonably priced.

I did once order something off of their website and it was delivered by their courrier city link. The only problem is its city links policy to delivery it in person to a person. if there is no one in then they will not leave it. They will not leave it at your post office and will only take ti back to their sorting office which at the times was about a 45 minute drive from me. When I asked for it to be re sent to my work because they would only deliver it between 8.00am - 5.00pm mon to fri they said it would cost me an additional £12 even though my work was a lot nearer than my home. They also said it would cost £12 to send it back to the shop. They said they would only drop it to someone in a 5 mile of my current address or I would incur this £12 - complete poolava! In the end I had to get it dropped into my local pub to held it for me until I could get there after work!
If you remember this stupid policy and make sure you get stuff delivered to somewhere where someone will be in you're fine and their stuff is always good.
The actual product I ordered was fine it was just the delivery ended up being a bit of a pain!
 
I've always been pleased with the service I've received and never had a problem with not being able to get items, and that includes some less popular items too.

Must admit I very much dislike the new website, it's cumbersome and slow to find things on it, would actually put me off using SE as it takes so long if you're not quite sure exactly what you're looking for - eg reins you've got to trawl through loads.

Also very disppointed to find they've reduced the ranges, less Bates, no John Whitaker - and I was about to order some of the clip cheekpieces and you can no longer buy feed on line, I used to add a sack to any order as the extra £2 on standard postage still left it cheaper than I could get it here.

So all in all, never had problems with SE but due to reduced range available and cumbersome website I don't see myself using them much anymore
 
Have to agree with megabeast about there website and range. I went in the store and they had loads of Neue Schule bits but on the website they are under Clearance lines not bits.:confused:
Im gutted they seem to have stop stocking JHL rugs as they were fab and Sabre bridles as well. :(
In the store i noticed that they dont let you wander round looking at suppliments etc which is a shame as you never know what you might pick up when you just pop in.
 
Just to let you know that horse feed is back on our website.
Also with regard to the reins we are in the process of putting them in to sub sections seperately ie reins, bridles etc.

Tracey
Co Owner
 
JHL were on the website but we have now put them in their own section under JHL rugs in the horse rug section.

Neue Schule bits are in clearance as we no longer do them and we no longer do sabre as it was not selling for us.

The supplements are on the ground floor in the shop and you can walk around them.

Tracey
Co Owner
 
Iv stopped using them ever since i was in a que waiting to be served, and the women on the till was dealing with a customer over the phone putting the phone to chest not not listening to the customer at all, then when she had finished with the call, bagged off the customer in front of a que of people,not the sort of service you expect. Iv also herd on the grape vine that there closing down.
 
I have never ordered from them before until tuesday (23/3/10) i ordered a bridle as it was the best price on the net and i was very much hopeing for it to arrive for the weekend.
Placed my order etc they took my money etc and then recieved an email saying the item was not in stock !! As you can imagine im not the most amused and really wanted it for a comp at the weekend and as i didnt get the email until yesterday (24/3/10) i could only from someone else yesterday and prob wont get it until next week now :(
If an item is not instock make sure it is not adverstised on the website as in stock!!
My first and last order with them and will not be using them again, despite there prices being good.
 
As a co owner of Surrey Equestrian I would like to state the we are not closing down. We are having a massive clearance sale as we are going to become primarily a Weatherbeeta,Matchmakers and Mark Todd specialist with a few other smaller companies on board.

Tracey
Co Owner
 
Hi
We have started today to make our website stock controlled and some items have been done and all will follow in the coming days.
We have put up a banner on the home page explaining all about it.

Mark
Co Owner
 
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