What on earth has happened to Equestrian Clearance?

I have to say that I've always had absolutely wonderful service from Equestrian Clearance, but I think they've had a few issues since they changed their website. I know that my mum had a bit of a problem with a boots order but EC always replied very quickly and were apologetic regarding the mistake (which I think is all you can ask really). I'm sorry to hear you've had a bad experience with them OP. I hope it will get sorted out for you. :)
 
I used them in December to order a fleece exercise sheet, arrived promptly and without fuss. I've never had a problem with them :)
 
I've had things that I ordered in mid December arrive within a week. I've never had the slightest problem with them. I do, however, always order from them via Ebay, so perhaps that is the difference - I'd have more comeback if something went wrong as it is Ebay, so perhaps they send those orders out first??
 
How odd, I've never had any problems the EC (yet!). Made an order on 24th and arrived on 28th which is fab considering time of year.
 
Pearlsasinger said:
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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How on earth did you manage that? I live not too far away and have rung and asked if I could collect items only to be told it's internet sales only. Never had a problem with their delivery times though.
 
I was told EC were fabulous, so I ordered some boots last year. When the box arrived I thought it was a small box for country boots. I'd been sent jodhpur boots a size too small.

I emailed and was told that some new boots would be sent and the wrong boots collected at the same time and that once my boots were back in stock she would email me to arrange a convenient time to do this.

Email never came but 2 days later a courier was on my door step. Luckily I was in, but he had no knowledge of the wrong boots being returned.

I then found the replacement boots were 2 different sizes and was pretty miffed as in the mean time the boots I had ordered were greatly reduced in price.

I emailed again to say I now had 2 pairs of boots no good to me and asked if for the inconvenience I could have the boots at the reduced price. Was told that wasn't possible and if I wanted to do that I'd have to cancel my order and reorder them as it was slightly different stock.

I tried to do this but found the colour I wanted wasn't available in the "new stock" so I informed I would persevere with my current order. I was then told if the colour wasn't available in the "new stock" then I might not be able to get the colour I wanted for my order. Miffed.

I did finally get my boots weeks later and the returns were finally collected but it was a right ol' hassle and I doubt I'd use them again.
 
Honey08 said:
I've had things that I ordered in mid December arrive within a week. I've never had the slightest problem with them. I do, however, always order from them via Ebay, so perhaps that is the difference - I'd have more comeback if something went wrong as it is Ebay, so perhaps they send those orders out first??
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Ah, maybe that is what it is. I have used them on ebay frequently and always got the order within a day or two. I think if I do ever use them again I will do it through ebay.
 
I ordered some WoofWear boots off them a couple of weeks ago and they arrived within a couple of days. Not very keen on their new website yet (but it might grow on me!)
 
Can only say my 1 and only attempt at using EC left me not impressed. Ordered a dog through ebay beginning of Dec as a present for the dog christmas, hadn't heard anything from them to only get a reply when I raised a dispute to say the item wasn't in stock. Can only suggest some of the problem may be incorrect stock management due to selling through website and ebay.
 
sam_m said:
Can only say my 1 and only attempt at using EC left me not impressed. Ordered a dog through ebay beginning of Dec as a present for the dog christmas, hadn't heard anything from them to only get a reply when I raised a dispute to say the item wasn't in stock. Can only suggest some of the problem may be incorrect stock management due to selling through website and ebay.
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It seems to have happened since they revamped their website. Things are showing as in stock apparently when they are not. So either the systems are at fault or stock is going awol. The explanation I was given was that the items I was ordering (Saxon full neck rug in size 5'9 and 6'3 and equitheme rugby shirts in various sizes), all said 'in stock' so they had the system saying that the item was in stock and being picked. However, only when I chased it up several times, did it transpire that NONE of the items I had ordered were in fact in stock. I could understand if it had happened just once or even twice with just one of the sizes, but not when it was multiple items and multiple sizes.

I guess it could be a result of a conflict of systems when they are selling through their own website and through ebay.
 
I've always used them but have to say I really don't like the website now.

I haven't ordered anything from them for a while as to be honest, I'm not sure the prices are all that great any more and I've found I can get cheaper on ebay.
 
southerncomfort said:
I've always used them but have to say I really don't like the website now.

I haven't ordered anything from them for a while as to be honest, I'm not sure the prices are all that great any more and I've found I can get cheaper on ebay.
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They used to do loads of one off specials on I guess outlet type stuff, and you could get a fab bargain if you were prepared to watch out. Now they're just like Rideaway, Robinsons et al.
 
Just to resurrect this thread - I was just trawling through my internet banking, having ordered with EC (and been promised a refund on something which was apparently out of stock) in mid September - the refund only appeared in my account on the 8th January! I had just assumed it had been processed, apparently one should never assume..!
 
Sheep said:
Just to resurrect this thread - I was just trawling through my internet banking, having ordered with EC (and been promised a refund on something which was apparently out of stock) in mid September - the refund only appeared in my account on the 8th January! I had just assumed it had been processed, apparently one should never assume..!
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Gosh, that is pretty bad going. I think their systems are all to pot. My refunds went through but they had had my money for a month without even despatching my goods.
 
Wagtail said:
Gosh, that is pretty bad going. I think their systems are all to pot. My refunds went through but they had had my money for a month without even despatching my goods.
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I've sent them an email - annoyingly I was quite pleased with how they had dealt with me back in September (although disappointed that the items I had ordered were apparently out of stock) - since I doubt I will want to order from them again any time soon, I couldn't resist asking them how they would feel if it took a customer 4 months to pay for items.. it's a shame, hopefully it is just a minor hiccup and they'll be back on track soon.
 
I've used them for the first time very recently and not impressed really. All but one of the products ordered was fine except for some Jodhpur boots which are really peculiar in their design- masses of space above the foot and around the heel- akin to the fit of a cheap Wellington three sizes too big, so not very well designed to say they should have been £65!

I packaged them back up ready to return to find that Royal Mail wanted to charge £8 to return them due to the size of the box being a little over that little box thing they check the parcels in......so called customer services to ask if I could return them without box (obviously smaller so more reasonable postage) and was told that I would be penalised in my refund due to lack of box....

So in short I have Jodhpurs boots that would fit someone from Middle Earth, it would cost me £8 to return them for a £20 refund (less penalisation fee). The customer services rep's advice was that I should sell them on instead- wtf?

Took a punt on some drastically reduced boots but won't be using them again!!
 
southerncomfort said:
I've always used them but have to say I really don't like the website now.

I haven't ordered anything from them for a while as to be honest, I'm not sure the prices are all that great any more and I've found I can get cheaper on ebay.
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That's pretty much how I'm feeling about them now too. Shame really as I've always loved them and received great service, but I'm finding the new website a bit disappointing and the prices aren't what they used to be. I do have a part of their own brand (K*ty) country boots though and they are fantastic.

ETA: Maybe I find the country boots fantastic because my feet really are like those belonging to a hobbit, haha!
 
I haven't been able to use them for a while as they have done something to their website and it won't load past the first page it just freezes

Now this may be due to my awful computer, can't check on laptop as thats aalso dead

When I did order from them before I found them very good

Maybe it's good their website won't work for me I found it v addictive :p
 
Used them a few days ago, very good. Ordered on Friday item was with me the following Monday, items are fantastic, I'm impressed!
 
I also had a bad experience ordering on boxing day- it took about 2 weeks to come, also phoned and was told they were waiting for stock but would send the instock items out following day. They didnt. I had spent over £200. Some items I got were rubbish but it would have cost as much to return them as they were worth so I just put it down to learning the hard way... I think the crux is in how compalaints and problems are dealt with, not what happens if everything goes to plan and is in stock. Those are the easy orders. Customer service kicks in with the first problem on an order... and how that is dealt with.
 
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