What on earth has happened to Equestrian Clearance?

Wagtail

Wagtail

Horse servant
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2 December 2010
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They used to be fast, reliable and have excellent customer service, but suddenly they have let me down very badly - TWICE.

I ordered my Christmas presents from them and they took my money on the 13th December. I was embarrassed by the fact that the order had still not been received by the 24th and had to explain to people that I hadn't forgotten them but that my order had not been received. I chased them up on the 27th and they said it would be sent out later that day. I still hadn't received it on 3rd Jan. Then on the 5th I received an email asking me to ring them. So at my expense I did and they told me some of the items were out of stock! Well they could have told me that when I had ordered them and they took my money. I tried to cancel the order but they said it had to be done in writing (yet you can give orders over the phone!). So I emailed them complaining and asking for my refund. They apologised and offered me a 10% off voucher.

Later that day I decided to give them one last chance and ordered two rugs (on the 5th) that were urgently needed. I chased them up last Friday and I was told my order was being despatched that night and I would receive it 'tomorrow' (Saturday). Guess what? Still no rugs yesterday or today. Again they have had moy money and not sent me my goods.

What has gone wrong with them? They seem to be taking orders for out of stock items. Are they going down the same route as horserugs4u and Derby House?

I have emailed again to cancel my order and ask for a refund.
 
Wagtail said:
They used to be fast, reliable and have excellent customer service, but suddenly they have let me down very badly - TWICE.

I ordered my Christmas presents from them and they took my money on the 13th December. I was embarrassed by the fact that the order had still not been received by the 24th and had to explain to people that I hadn't forgotten them but that my order had not been received. I chased them up on the 27th and they said it would be sent out later that day. I still hadn't received it on 3rd Jan. Then on the 5th I received an email asking me to ring them. So at my expense I did and they told me some of the items were out of stock! Well they could have told me that when I had ordered them and they took my money. I tried to cancel the order but they said it had to be done in writing (yet you can give orders over the phone!). So I emailed them complaining and asking for my refund. They apologised and offered me a 10% off voucher.

Later that day I decided to give them one last chance and ordered two rugs (on the 5th) that were urgently needed. I chased them up last Friday and I was told my order was being despatched that night and I would receive it 'tomorrow' (Saturday). Guess what? Still no rugs yesterday or today. Again they have had moy money and not sent me my goods.

What has gone wrong with them? They seem to be taking orders for out of stock items. Are they going down the same route as horserugs4u and Derby House?

I have emailed again to cancel my order and ask for a refund.
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They used to be so good, I haven't ordered from them recently but whenever I did in the past it always arrived quickly, shame if they are going down the same route at Derby House, although the one and only time I did order from Derby House they delivered really quick!
 
I ordered 2 sale items on boxing day and they came very promptly. Definitely not in the same league as derby house as far as I am concerned having ordered a few times over the year with no issues (apart from some ariat gloves which they took back no probs. )
 
How odd? Ive never ever had a problem, they did send me the same rug twice once :)

As for DH im still waiting for a "comb" (yes that's right!) from November when I used there sorry we are cr*p apology voucher!
 
My OH ordered me some boots for Christmas - they arrived on time no problem at all. We had to swap sizes though and they now should have been delivered last week and still no sign of them. Tracking says should have arrived last Thursday. Never had a problem with them before so will wait and see what happens.
 
blood_magik said:
I think Khalswitz (sp) is having issues with them as well.
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I did receive my order today, two weeks after ordering - and everything was there and in the correct size/colour. To be fair, they have been excellent every other time I have ordered from them and very prompt, sometimes within two or three days, and I always thought them very quick compared to the likes of Robinsons who generally take a week/week and a half, but Robinsons beat them by five days this time round...

It may not be that they are going down DH lines, but maybe they have had in increase in popularity and are finding it trickier to be quite so prompt? I know I didn't know about EC last year, I always used Rideaway and Robinsons, so maybe others have found them too?

ETA: Spot on spelling blood_magik ;)
 
I had problems with them over a year ago. Ordered some boots I needed for a specific date with weeks to spare. When they came they were the wrong size, then the replacement pair were odd sizes (despite what it said on the box each time). They did eventually get the correct size to me just about in time but I didn't have chance to wear them in before the occasion.
I suspect my problem was due to wrong boxing from their suppliers but having got it wrong once you think they would have checked the second time.
 
JillA said:
I had problems with them over a year ago. Ordered some boots I needed for a specific date with weeks to spare. When they came they were the wrong size, then the replacement pair were odd sizes (despite what it said on the box each time). They did eventually get the correct size to me just about in time but I didn't have chance to wear them in before the occasion.
I suspect my problem was due to wrong boxing from their suppliers but having got it wrong once you think they would have checked the second time.
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I had that problem with Rideaway, they sent me stirrup leathers that were totally different lengths with uneven holes. I complained, they sent me out a new pair and offered for me to keep the old pair for nothing! Made a useful neck strap :P
 
Gosh I've never had a problem. In fact I use them all the time because they're so good. I ordered some items the day after Boxing Day. The next day I received a text with my shipping number on it. The delivery company then sent me a text giving me a slot of an hour when I could expect my delivery. Brilliant service
 
dianchi said:
How odd? Ive never ever had a problem, they did send me the same rug twice once :)

As for DH im still waiting for a "comb" (yes that's right!) from November when I used there sorry we are cr*p apology voucher!
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Me neither, I absolutely love them, I do hope this isn't the start of a slippery slope for them :(
 
Well I have not received a reply to my email this morning so am now going to ring them. I placed the order for two rugs. One for me and one for a livery. It is just so annoying to be told that it was being despatched on Friday and still no rug today!
 
Just been on the phone and been told they are out of stock of the rugs I ordered! I am livid because I was lied to twice. Last Thursday on the phone they said they were being despatched from the warehouse that night. When I didn't receive them Friday, I emailed and was told they were being despatched 'tonight' and I should get them tomorrow. Now I have been told on the phone they are awaiting stock. Once again they have taken my money and not had the items in stock.

I will never use them again.
 
Had a few items come in the wrong colour (and then the right colour was out of stock) but generally found them to be good.
 
Tern said:
And i think delivering late of Xmas is reasonable - Most companies are late.
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And I gave them another chance. But the problem is being repeated in January. They have taken a total of £150 from my card when they didn't even have the stock. I wouldn't mind so much but the order was urgent and they didn't tell me. I was fobbed off with lies. Something is going on with that company. I tell you. This is always the first symptom - taking orders for items they don't actually have.
 
Pigeon said:
Had a few items come in the wrong colour (and then the right colour was out of stock) but generally found them to be good.
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Up until December, I had spend hundreds of pounds with them, possibly thousands. I have never had a problem until now. Something is going wrong, whether it is systems or financial. I have emailed for a second refund. :(
 
Countrywide has gone the same - They STILL haven't had an order of feed from their own warehouse! Or anything Cirencester store is looking pretty bare and they were supposed to have a delivery Tuesday went Sunday and nothing still -.-
 
How strange. I have also stopped using Liverpool Wood Pellets due to them taking so long to deliver and me having to keep chasing up orders. Seems like all these companies I used to love (including Derby House who I never personally had a bad experience with) are starting to falter.
 
This really gets my goat. Surly these companies know its against financial regulations to take monies before goods have been dispatched, to not even have the goods in stock and still take the funds is taking the pip. One case where i'd phone and remind them and ask for money to be returned.
 
I had a wee bit of bother with them in September. I ordered a few items and paid, then a few days later got an email to say that one of the items was "out of stock due to an error that occurred when the systems changed over" - at the time they had just changed to a new website. Now, they did upgrade the rest of my order to express and gave me the 10% off code for a future use. Annoyingly though the item I had requested then disappeared from the website for a day or two, only to reappear at a significantly higher price (I think it went from £14 to approx £30). I can't fault them for communication and being pleasant, but it was annoying all the same.
 
Wagtail said:
Something is going on with that company. I tell you. This is always the first symptom - taking orders for items they don't actually have.
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Hmm not sure that's fair. Granted you've had problems you shouldn't have had but judging by this thread and general opinion amongst people I know you're in a very small minority.
Hope you get sorted soon though :)
 
I stopped using them a while ago
Delivery wasn't too bad - I got 4 deliveries for 1 item
Ordered a bridle , got wrong size. wrong colour, wrong make & wrong make again & was then told bridle I wanted was out of stock
 
I have a promo code for them, and the first one didn't work. I have e-mailed and had very nice e-mails back and a new code. It will be valid tonight so ill be getting my items then. Can't fault them yet, but i will update later lol
 
Have always found them second to non. Then again, personally never had anything but excellent service from DH (Now in Receivership)

Christmas and the delivery services I am sure have had a bad effect in general.
 
I ordered a few things before Christmas and had no problems - but I did collect at least one item myself - very useful if you are near enough. I have had problems with the carriers that they use though. UK Mail eventually delivered 2 separate items which I ordered from Amazon. The tracking on the first told me that a card had been left so that I could collect an undelivered item. I couldn't find the card and was going to ring and ask what I would need to provide in order to collect the item, when lo and behold it arrived the next day (never having been anywhere near my house before). The second item had no tracking facility but Amazon emailed me that it had been dispatched and would be delivered on the 3rd Jan, it eventually appeared on 10th.
 
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