Thumbs up for Equestrian Clearance

muddygreymare

muddygreymare

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So, ordered a new bridle, reins and a seat saver yesterday, the seat saver being a clearance line. Get an email today saying to ring them and they said between ordering and them processing it they had sold out. So lovely lady on the phone sorts it all out and was absolutely fab in comparison with another big company who I dont think I need to name when there was a similar issue. I'm not connected with the company, just wanted to share how good they were :)
 
Good to hear this as I placed an order with them yesterday, I had forgotten to add a pair of wellington boots to the order, and did not want to order again and pay more postage. I sent them an email and they asked me to contact them today which I did, they were great and just added the boots to the original order. They have loads for sale so will keep them on my supplier list.
 
I just received a hat from them for D4 - only ordered it yesterday - Lovely hat (tempted to add 'for the money' but it'd be a good hat at twice the price). Have just ordered another for D3.
 
I have always had good service from them in the past. However they let me down badly this Christmas. I ordered some Christmas presents for my liveries on 13th December. They did not arrive. So on the 27th I rang to complain. It was so embarrassing to have to tell my liveries I was still waiting for their presents to arrive! They said the order was arriving that day and would be sent out. A week later nothing had arrived and I got an email saying the order was on hold! Again I rang them. They said that the items were out of stock! So 3 weeks after ordering what was obviously Christmas presents they decide to tell me they were out of stock (they had had my money 3 weeks earlier!). I was furious and told them I wanted a refund. They told me I had to email them and they couldn't do it over the phone. Grrr! I wrote a snotty email and got an apology and a 10% discount voucher. So I gave them the benefit of the doubt and so ordered two rugs from them five days ago. So far nothing. :(
 
muddygreymare said:
So, ordered a new bridle, reins and a seat saver yesterday, the seat saver being a clearance line. Get an email today saying to ring them and they said between ordering and them processing it they had sold out. So lovely lady on the phone sorts it all out and was absolutely fab in comparison with another big company who I dont think I need to name when there was a similar issue. I'm not connected with the company, just wanted to share how good they were :)
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I find this strange, they have actually sold you something that they haven't got in stock? Granted they contacted you to apologise etc but really they need to get their stock control in order. When items are sold the stock should be updated automatically so that the number available decreases & when they've sold out the website should state that. There is no way that they should be able to sell what they haven't got & dare I say them doing this shouldn't really be condoned.
 
Im having the same problem, ordered a week ago, have heard nothing even tho theyve taken the money and when i rang to chase them they said they were waiting for them to come in but would be unlikely to be before the weekend, the items ive ordered weren't even sale items, not overly impressed, last time i ordered stuff it said 3-5 days so ordered so would arrive when not at work, they came next day and had to rearrange delivery as wouldn't leave as unsigned for.
 
Toby_Zaphod said:
I find this strange, they have actually sold you something that they haven't got in stock? Granted they contacted you to apologise etc but really they need to get their stock control in order. When items are sold the stock should be updated automatically so that the number available decreases & when they've sold out the website should state that. There is no way that they should be able to sell what they haven't got & dare I say them doing this shouldn't really be condoned.
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Well see my post above. They took my money ad took 3 weeks to say they were out of stock!
 
Chestnut horse said:
Good to hear this as I placed an order with them yesterday, I had forgotten to add a pair of wellington boots to the order, and did not want to order again and pay more postage. I sent them an email and they asked me to contact them today which I did, they were great and just added the boots to the original order. They have loads for sale so will keep them on my supplier list.
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They did the same for me, I'd forgotten to buy the one thing I'd visited the site to buy!!! I am easily distracted : )
Can't rate EC highly enough, my 'horsist' oh even bought a jacket from there and was impressed by their delivery tracking system.
 
I love them!, I ordered some boots from them but got an email to say they didn't have the size I ordered so they refunded my postage and gave me a voucher for my next shop which I spent on getting the boots in the next size up :P perfect fit!
 
It's a thumbs down from me I'm afraid. I found they're not particularly happy to take things back.

Bought a pair of knee boots which ended up around my boy's fetlocks even though they were tightened correctly.

When I sent them back they said they wouldn't refund them because there was dust on them. There wasn't, they were on for about 5 minutes, I hoovered them and took the few hairs off with sellotape.

Good prices but I would rather go elsewhere with better customer service.
 
I've ordered something and it turned out to not be in stock. To be fair they did send me an email apologising and said it was due to "a miscount in inventory". They let me cancel the rest of my order, which is just as well as the only other thing I'd ordered was some plaiting thread and I sure as hell wasn't paying £5 delivery for a £1 item!

I bought some riding boots towards the end of last year and these were delivered by a courier company (which I've never seen before with EC). I asked them to deliver to my flat and leave with a neighbour.They emailed me to say my delivery had been ordered and then later had an email to say they were unable to deliver (assuming they couldn't get into my block) and left a calling card. Get home, no card left. This meant I couldn't collect from the depot. The next day I emailed EC and asked if they could redirect to my work address and I got a response the same day saying they would change it. At the same time I had yet another email from courier saying they were redelivering to my flat, even thought they can't get in and they told me I had to rearrange the delivery!There customer service was really good - only problem was I asked them to change the address to the one in my email signature and courier company literally just put the address and not my name! Meant the post guys at work had to open the package to read the delivery note.

Not really an issue with EC, just the courier company they used. EC customer service was good!
 
I've always had excellent service from them. Used to live very locally to the business, I remember when she was just doing tabletop sales. I worked in the tack shop for a bit when they were just starting the online thing (YEARS ago now) and there was always a very strong emphasis on customer service, the lady who owns it is very customer minded and I'd always buy from them.
 
I have to say that on the odd time that I have had to contact them they are really helpful. Great customer service, great products and really good prices can not ask for more. Glad all worked out well for you.
 
I love using Equestrian Clearance, along with Robinsons and Naylors- who in particular were great when I ordered the wrong size boot in a sale, and let me have it again at sale price when my refund was processed :)
Haven't had a problem with EC- I hope this isn't the start if things to come!
 
I love equestrian clearance. They provide a fabulous service, courteous and helpful. Some bargains that actually feel like bargains. I bought a load of equitheme products off their last summer. I really wanted to buy Ben the masta 2 in 1 rug, it was something like 129 reduced to 59, they even had it in his size, sadly I'm unexpectedly going to Milan next week so had to sit on my hands. It's one of the companies I feel utterly confident to purchase from online.
 
we bought rugs from them, they arrived in good time - 2 correct ones and one completely wrong size so they promised to send out a courier to collect the wrong one and send the correct size as we had ordered. 3 weeks later still nothing despite emails and phone calls, was really unsatisfactory. Eventually my Mum got very cross on the phone and ended up with a better rug than we had originally ordered which was fab, but such a faff and unhelpful staff.
 
They have always been brilliant with me. Errors will occur with any company at times, but they would rectify asap with no hassle. Not that I have had any issues with them, I just truly believe this.
 
I love them and use them regularly. I have ordered online and had to return a few things with sizing and they are always helpful. Always have amazingly fast delivery and will continue to use them again and again.
Their own brand is great too, good quality and price unlike robinsons own brand!
 
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