What is it with online equestrian shops?

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CBAnglo

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That they singularly manage to recruit the most unhelpful bunch of individuals?

I tried to order something online from Surrey Equestrian yesterday and their payment facility failed. I rang them and was told that the woman who deals with it was out and would be back soon and would ring me. No call.

Rang again this morning and told the woman came back later yesterday so didnt bother. Had to then ring the woman on another line (have they not heard about transferring calls?) and then was told that one of the items I had ordered wasnt in stock. They wouldnt order it in for me as it wasn't worth their while to send it out to me at a later date.

I have to say, after this order I wont be ordering from them again. I had to wait 3 months for a dressage girth and chased them on a daily basis to get it. Really rubbish service not sure why I gave them another chance.
 
I had similar experiences years ago and stopped buying on line in any shape or form, I think because they are able to be so impersonal as opposed to face to face in a shop they think they can get away with it and they frequently do!
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I now only go to two local saddlers and get much better service and I don't have to pay days before I get the goods
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I just bought a bit from them, in a 5.5 inch which my horse has always taken. As the mouthpiece has a massive curve on it, its too narrow because they measure from ring to ring with it pulled straight, not how it actually lies. This would be a problem on any horse, but no mention in the catalogue of needing 1/2 an inch bigger than your horse's measurement. Tried it on, found all this out, they won't take it back because its used! Brand new bit, the wrong bloody size and I'm landed with it.

Needless to say I made the trip to Estate Supplies to look at a selection and judge exactly what I was buying, to actually buy the right bit. They also assured me there would be no problem returning it if didn't fit. I hate ordering anything, when it gets there its often wrong but they've already got your money and you're stuck with it anyway.

Made to measure saddles are another one that usually follow the same pattern. I'm going to trek round all the tack shops to avoid ordering anything in future.
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I think it depends which online equestrian sites you use. I have found Ride-away brilliant as it tells you if the item is in stock and how many they have, if it is not in stock you can't order it. I have also found their delivery really quick. Personally I would never use Derby House, I have tried to use them twice, and neither time have I ever recieved what I ordered, due to them being out of stock. I don't mind waiting a week for them to order the item for me, but when after 3 weeks you havn't heard anything I get pretty annoyed! You call them, they say they have ordered it, will have it by end of the week, a month later still not got the item. Why can they not hold their hands up, tell you they can't get the item and refund your money??? Anyway that is my rant for the day!!!
 
Yes, Ride-away are quite good, I used to order from them years ago, but find that they arent the most competitively priced.

I have ordered loads from Derby House and agree the service can be a bit "different" especially if there is a sale on.

But Surrey Equestrian ... well, I havent had a good experience yet and I had one very large order earlier in the year when I had to wait 3 months for a girth, and then another yesterday/today. Neither time has been a sale period, and I paid full price for all of the items so really there is no excuse. I wont be ordering again.

Flame - that's really pants, I think if all the tags etc are off then fine but if it literally was just in the mouth to try then surely they could take it back? Which bit was it (I am reconsidering bitting for one of mine who is a 5.5).

Think I might just have to make the effort and go to the tack shop from now on, but it is soooo much easier to browse online (instead of working) and there are no queues, time wasted travelling etc and I think I am a bit more disciplined online (you can see the big number on the right hand side in your shopping basket as things are added so you can take things out) rather than getting to the till and forking over £200 when you were only supposed to be picking up feed.
 
Urgh, I agree. Had a bad experience with Derby House- waited 6 months or something completely ridiculous like that before I recieved my order. It was a high viz vest, not exactly a strange thing to have ordered!
 
I ordered my boy a rug from equestrian clearance yesterday and it arrived this morning. You can't better that.


I think it depends on whether the transaction is straight forward as a lot of problems happen when a person is involved or some ownership needs to be taken.
 
I have ahd a similar experience with Surrey Equestrian and will not be using them again.

Equestrian clearance I do use a lot and have found them really good!

Speedgate are great too
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Flame Which bit was it (I am reconsidering bitting for one of mine who is a 5.5).


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Its an NS verbindend. Is anyone with a horse with a 5' mouth looking for one?!
 
Under distance selling regs, because Surrey Equestrian are operating as a business and it was a mail order transaction, you have 7 days to notify the company of the problem (in this case doesn't fit- mis-leading advertising/lack of information means you didn't order the correct size therefore not your fault) and so long as the item is returned in as new condition (you don't even need to have the original packaging) you are entitled to get a full refund (minus initial shipping costs). Consumer Direct and Trading Standards will back you up on this if needbe
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(Disclaimer- tho if it's like in the human world, we can refuse refunds on things that come into contact with bodily orifices, such as the ears or mouth, ie a microphone, in case of nasties being spread. Not sure this stands for the horse world as all horsey products come into contact with the horse and could be subject to contamination, would need to look into it)

Either way, it is frustrating I know. Hope you manage to re-home the bit if you don't get a refund and find one that fits!
 
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