World equine supplies on ebay - anybody used them??

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Mynstrel

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As above really. I'm looking to buy a racesafe jockey vest for my other half & their prices look really good, but as I've just had to fight to get my money back from another online supplier (should have checked here before I ordered) I'm feeling a bit suspicious of internet shopping in general so thought I'd ask you lot if you've heard of or used them!

Thanks in advance :)
 
Hi i brought some gloves from them once which never arrived, They asked me to wait another 15 days, after waiting about a month i replied to them saying still nothing, and could i have a refund, although they did refund in the end they were very rude and tried saying that they were getting royal mail to investigate me (it was just over an £11 pair of gloves, i can't imagine many people would try and steal an £11 pair of gloves ???) and they became very rude. I'm sure they have good intentions but if something goes wrong they were very rude and blamed me...the buyer?!? So not a great experiance but you are covered by paypal so you can't really lose out, maybe just ask them to send it recorded, it's only 95p extra. :)
 
We have regularly shopped in their store over the past few yearsand their prices are brilliant and their despatch and delivery times really good too. If you phone them either Kate or Jan they are so helpful, and if you want something they haven't got in their store they will either get it for you or tell you where to go to get it at a good price.
I think the person complaining is a bit harsh, you can't expect retailers to take people's claims of non-delivery in face value, and I know Royal Mail make you wait 15 days before you can claim a parcel or letter is not delivered and claim from them. You may be honest but not everyone is, and there are certainly some peple out there who would cheat you for a £1.
So why punish someone for being careful and following sensible guidelines?
WORDL EQUINE SUPPLIES WE THINK YOU ARE ABSOLUTELY FAB (but you can't please all of the people all of ther time and there are a lot of inconsiderate, impatient and some dishonest people out there.........)
 
I was quite happy to wait the 15 days, happy to follow guidelines its the risk you get buying online, Royal mail are a nightmare, i had no issue with that at all, in fact i waited a month as it was march time where we had a sudden 'summer' so i didnt even think about gloves! They may have good prices and good dispatch i didnt dispute that! My point was when a sale didn't go smoothly they firstly ignored 2 emails and then were completly rude and disgraceful towards me as a customer, but as said, you are covered by paypal so you just have to ignore the rude emails! :eek: I certainly dont class that as being inconsiderate, impatient or dishonest! :confused:
 
We are a small rural business prcoessing over 1000 orders a month to worldwide customers, many of whom are returning happy customers.
On Ebay we have a 99.3% positive feedback, we would really like it to be 100%, but it is a very sad fact that you cannot please all of the people all of the time, and that emails you think are sent in a professional tone are often misinterpreted. It is also a fact that customers think just becuase you sell on Ebay that you are available 24/7 and do not appreciate you are a business with employees operating normal office hours. The fact you may also close on-line due to holidays or sickness is also not recognised, even when you advise people of these facts.
We are not M&S or John Lewis, we do not have a finite and dedicated resource for customer service, we do not always get it right, but we do try to learn, to grow, and improve what we do, and to continue to offer VERY COMPETITIVELY PRICED products delivered quickly worldwide.
We are very sorry that this one customer on the H&S forum has not been happy with their shopping experience with us, but can assure you we have very many who are very pleased and we invite you to have a look at us and give us a try.
THANK YOU TO ANGI (ONE OF OUR CUSTOMERS) WHO ALERTED US TO THIS FORUM POSTING
 
We have managed to locate MYPINKPONY's order and history on Ebay as we do feel the need to defend ourselves on this forum against the inaccurate and defammatory posting.
The customer purchased gloves on 14/02 (£14.60 inc P&P) which were despatched same day to her. She contacted us through Ebay 24/02 and we replied same day with despatch information in a very polite & informative email. She emailed again 27/02 we replied 28/02 again politely & informatively with information regarding Royal Mail wait period for us to claim & replace.
Her very aggressive message of 07/03 was replied to via direct email with scanned copy PROOF OF POSTAGE on 08/03 (and again 23/03).
Both of her emails sent 23/03 replied to by us same day, and a third on 23/03 replied to 28/03, and also a fourth one from her.
This customer has been very rude, and aggressive and we have continued to keep an open and polite dialogue with her, despite being accused of not replying to messages, and then proving to her through Ebay message log that we had not ignored her at all and had replied to everyone of her messages.
The fact is Royal Mail make us wait 15 posting days from sending before they will accept an item is undelivered and then we can make a claim (we have to provde proof of postage and a copy of our suppliers invice, they only reimburse at cost, not for loss of profit or ebay/paypal fees). We have had experience were parcels are delivered after 15 days, or are being held at the main post office with the customer seemingly unaware. Hence why we follow the 15 day guidelines and also ask customers (including MYPINKPONY) to check their main post office for held parcels, and replace or refund after 15 days, but it does rely on the customer check and coming back to us after 15 days to confirm.
Regarding comments on Recorded Delivery. Ebay surveys show that customers do not like paying postage, especially on items under £20.00 value. We do offer postage options on listings, for UK from economy (standard post), to standard (recorded delivery), and express courier.
All high value and heavy items are sent by economy or express courier, dependant on what service the customer chooses.
For Worldwide customers we offer economy (standard airmail), standard (airsure trackable), or express (DHL courier).
We hope anyone reading this message stream will be open minded and judge for themselves - thank you
 
World Equine said:
We have managed to locate MYPINKPONY's order and history on Ebay as we do feel the need to defend ourselves on this forum against the inaccurate and defammatory posting.
The customer purchased gloves on 14/02 (£14.60 inc P&P) which were despatched same day to her. She contacted us through Ebay 24/02 and we replied same day with despatch information in a very polite & informative email. She emailed again 27/02 we replied 28/02 again politely & informatively with information regarding Royal Mail wait period for us to claim & replace.
Her very aggressive message of 07/03 was replied to via direct email with scanned copy PROOF OF POSTAGE on 08/03 (and again 23/03).
Both of her emails sent 23/03 replied to by us same day, and a third on 23/03 replied to 28/03, and also a fourth one from her.
This customer has been very rude, and aggressive and we have continued to keep an open and polite dialogue with her, despite being accused of not replying to messages, and then proving to her through Ebay message log that we had not ignored her at all and had replied to everyone of her messages.
The fact is Royal Mail make us wait 15 posting days from sending before they will accept an item is undelivered and then we can make a claim (we have to provde proof of postage and a copy of our suppliers invice, they only reimburse at cost, not for loss of profit or ebay/paypal fees). We have had experience were parcels are delivered after 15 days, or are being held at the main post office with the customer seemingly unaware. Hence why we follow the 15 day guidelines and also ask customers (including MYPINKPONY) to check their main post office for held parcels, and replace or refund after 15 days, but it does rely on the customer check and coming back to us after 15 days to confirm.
Regarding comments on Recorded Delivery. Ebay surveys show that customers do not like paying postage, especially on items under £20.00 value. We do offer postage options on listings, for UK from economy (standard post), to standard (recorded delivery), and express courier.
All high value and heavy items are sent by economy or express courier, dependant on what service the customer chooses.
For Worldwide customers we offer economy (standard airmail), standard (airsure trackable), or express (DHL courier).
We hope anyone reading this message stream will be open minded and judge for themselves - thank you
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I must say I would be peeved by 23/3 when it was reported on 24/2 that they were missing, royal mail makes you wait 15 days after sending which was 29/2 but it appears 28/3 buyer still didn't have glove or funds.

Posting on a forum defending your actions and accusing the buyer of being rude and aggressive does nothing for me !!

When you refund from PayPal your transaction fee is credited back to you and I'm sure if if items are lost then eBay return you transaction fee too, but as a business you would know more about than then I.
 
Thank you for your observations, but you are assuming rather alot in your response.
We appreciate customers get frustrated when goods do not arrive, but there is no need for that frustration to roll-over into rudeness, aggression, and threats to ruin a good businesses reputation. Also no need to claim messages are not replied to when proven they have been (we can copy the ebay messages into this forum if our word isn't good enough).
If the customer had told us when the 15 day wait was up that parcel still not received then a replacement would have been promptly actioned. In fact they did not contact us for a further 3 weeks, so quite rightly anyone would assume the parcel had arrived.
You should also be aware that ebay fees cannot be reclaimed after 45 days, and paypal after 60 days. So in this instance we were out of pocket by 11% on the transaction.
We have been selling on Ebay for over 4 years, and are currently ranked 3rd largest retailer on our sector, so although we do not get everything right, we continue to do a lot of things that are right for our customers, and will always be looking for continuous improvement in what we sell and what we do.
Thank you once again
 
I can only go on what you have put on here and no I do not wish to see the messages, simply saying how it looks to a perspective buyer .....

The 30/3 would have been 45 days and 14/4 60 days :confused: but that's not the buyers problem it's the risk you take selling via eBay and surely is worked out in your profit and loss sheets :)
 
Keep on doing a good job Jan & Kate, we love you guys, many years of happy shopping with you. (Just bought a Mark Todd Air Mesh Combo Fly Rug from World Equine Supplies and it is fab thanks for recommending we try one).

EVERYONE WE CAN RECOMMEND THIS BUSINESS AS *****STAR PLUS!!

Perhaps WALLYKISSMASS should shop with you then she/he can share a first hand opinion rather than posting without having the first hand knowledge.

(Hey I've read the whole thread and Royal Mail say the waiting time is 15 POSTING days from 14/02 not 15 days, not World Equine fault, a stipulation from Royal Mail)
 
Hi, I also shop at World Equine supplies and have to say that in all the years that I have been buying from them I have always had great service (and I have bought alot!!) they are really helpful and give great advice, Surely in this case the customer chose(bought) the postal service and if the gloves had been sent out, the fault is with Royal Mail who have lost the parcel not the shop that sold them, also from my experience some times parcels do turn up so thats why they state 15 days, maybe the lesson to be learnt is to buy items with recorded delivery so they shouldnt "get lost".
Anyway I recommend them and have bought some great well priced quality equipment from them in the past and will do in the future
 
hi my world equine, is it not annoying when somebody does this to you, slates you on a public forum, when you have done nothing wrong...it happened to me on here, it was a person with a hidden mission, she was sponcered by a rival company, then came on here and slatede my product, then all her friends came on and slated me, where rude and very aggressive.

I called horse and hound what did they do about it ??? They let it happen, and gave me a warning for defending my business.

Thats why a lot of people dont come on this forum anymore, its to aggressive and nasty...and it all gets out of hand, by the way you will probably get a warning for advertising your company (i am not kidding) People can slate you but you can not stick up for yourself
 
I do believe that the post has gone slightly off the original point here...This not about slating a company, someone asked for opinions...i Gave mine! As i've already said, its not about waiting 15 days, whos fault it was, etc etc it was about the incredibly rude email i received when yes after 2 no replies i did get annoyed, and as wallykissmas agrees, rightly so. I an NOT disputing you are a good company, NOT disputing dispatch times, NOT disputing quality of goods....and im clearly just stating that the transaction didn't go as either of us wanted and i do NOT expect as a customer to have to read a rude email from yourseves, i was very shocked. I believe that to be a totally fair point and i do not need to justify why that has made me not personally want to give you my money.

I would also like to state that i have NEVER had any proof of postage from you guys.

BTW i also have well over 1000 stars from buying and selling and 100% positive feedback, i think that speaks for itself on the good services and i give and receive on ebay!
 
Mynstrel said:
# also in new lounge #

As above really. I'm looking to buy a racesafe jockey vest for my other half & their prices look really good, but as I've just had to fight to get my money back from another online supplier (should have checked here before I ordered) I'm feeling a bit suspicious of internet shopping in general so thought I'd ask you lot if you've heard of or used them!

Thanks in advance :)
Click to expand...

Don’t go near them! In addition to the numerous complaints that people have taken the time to write on here I ordered two pairs of breaches (to get the best size), there was a delay in their arrival. On returning the extra pair – THEY REJECTED THE RETURN because of their “terms and conditions” – they literally told the postman to take the package away!!! They told me this was their policy – sounds quite a lot like STINKY CUSTOMER SERVICE and DELIBERATE INCONVINENCE TO THEIR CUSTOMERS!! Needless to say Breaches were then lost in the post and I got no refund or even apology from World Equine. World Equine love their ridiculous unfriendly terms and conditions and in turn - CUSTOMERS HATE WORKD EQUINE!!! What a stupid business model! They will be bust before long!
 
WORLD EQUINE are a business that prides itself on taking the money from consumers, delivering a poor service (in my case REJECTING A RETURN!!!!) then telling the consumer all about their terms and conditions and how they are not even sorry it leaves the consumer in a ridiculous position. You do not need to justify yourself - World Equine can't trade with such poor customer service for very long!!!!! THEY ARE RIDICULOUS!!
 
Kristy said:
WORLD EQUINE are a business that prides itself on taking the money from consumers, delivering a poor service (in my case REJECTING A RETURN!!!!) then telling the consumer all about their terms and conditions and how they are not even sorry it leaves the consumer in a ridiculous position. You do not need to justify yourself - World Equine can't trade with such poor customer service for very long!!!!! THEY ARE RIDICULOUS!!
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As an original contributor to this thread in 2012 and a regular shopper over many years at World Equine I felt it appropriate to respond to Kirsty's posting.

I shop regularly with the ladies at World Equine Supplies and am a happy returning customer. Anyone reading this thread please take a balanced view on what is written here and also have a look at this company's T&C's. I have returned the odd thing to World Equine Supplies and the process is simple, you ask them for a return number, write in on your Return Form and on the outside of the parcel and send it back to them (for exchange or refund). I have even used their SWAP-IT service which brings the replacement item out and collects the return one in a single action.

Saying that mistakes happen, and we do not know the whole (both sides) of the story here, and we should really only pass judgement based on our own experiences, and the weight of opinion of others.

SO LADIES AT WORLD EQUINE PLEASE KEEP UP THE GOOD WORK!!
 
Both sides of the story are in World Equines T&Cs as you so carefully have the time to read and comply with - no code on outside of parcel MEANS THEY TELL THE POSTMAN TO TAKE THE PACKAGE AWAY AND THEREBY INTENTIONALLY CAUSE THE LOSS OF YOUR PACKAGE. That is fact. That is thier own policy. It is on thier website. It is unneccesary and unhelpful and lost me a lot of money. Their own policy is NOT CONSUMER FRIENDLY. Wheres the good business / good work in that????
 
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