Would you ask for a refund?

[Miss_Millie]

I had a really bad lesson experience today and think it was bad enough to warrant a refund or a free lesson.

Basically, I have weekly half hour private lessons for £30. I have been having the same instructor for many weeks, plus the same horse, so we pick up where we left off the week before and it's a good system that I'm happy to pay the money for.

I called up to book my lesson on the weekend and said that I wanted said instructor as usual, said horse as usual, and my usual day. The lady on the phone said that my usual day spot was taken, but that I could have the lesson today instead with that instructor. She said that my usual horse was not available, but that I could have another horse of a similar quality/ability (she told me the name of the horse) - I knew who the horse was and was happy so agreed to that.

When I turned up today, for one, there was a group lesson going on in half of the school, so I only had half of it for my private lesson. For £30 for half an hour, I expect to have the full school, and expected that to be the case. Secondly, I had a completely different instructor. What happened to me changing my day so I could specifically have my usual instructor? Thirdly, I was put on a horse who I can only describe as VERY old and slow.

The lesson was a complete disaster and I ended up crying half way through out of complete frustration and confusion. I learnt absolutely nothing, and both instructors in the school agreed that I should not have been put on what they described as a 'grade 1 only' horse. They said that she was an old plod along and the most advanced riders would struggle to get anything more than a trot out of her.

So I paid £30, learnt nothing, and came home feeling very upset. I was too overwhelmed to complain there on the spot (although it was clear I was upset) - I've only been going there for a few months so still don't know a lot of the staff who work there.

Do I call up tomorrow and ask for a refund, or the next lesson free? I'm not the type of person to complain about stuff at all, usually I'm very laid back and happy, but this evening was nothing short of a disaster and I feel robbed of my money tbh.

What would you do?

 

[ihatework]

Sharing a school is completely normal and acceptable.

Instructor might be unfortunate. Unsuitable horse also unfortunate.

Add instructor and horse together then I would certainly say something, perhaps a composed email, and see what they offer.

 

[milliepops]

I'm normally one to think you can learn something from every ride even if its not that enjoyable, but that said, it sounds like they haven't honoured your booking so I would definitely call when you are feeling calmer and let them know it wasn't what you had asked for.

A friend went for a schoolmaster lessons but got given a school horse used for beginners, she was too polite to complain at the time but then realised she had to, really, the RS were pretty apologetic for the mistake.

So its worth a try but I would try to keep your emotions out of it. But in future it would probably benefit your riding to try some other suitable horses too

 

[PinkvSantaboots]

I think it's the normal thing for multiple lessons going at once at a riding school, I don't really get that an advanced rider would struggle to get an old plod to trot, surely you wouldn't be classed as advanced rider if that is the case.

 

[doodle]

Instructor may have been off sick?

If arena big enough then no reason not to share particularly if one was a private.

Where I used to work people were actively given different horses each week as instructors feel it improves generally riding ability and confidence.

 

[OrangeAndLemon]

It's a tricky one.

I'd be a bit reluctant to go to an RS who gives you the same horse each week. I'd expect them to be giving you the widest possible experiences which would mean different horses. Some of which will respond to the rider. There was one at my old RS who wouldn't move at all unless you asked perfectly in exactly the right balance. Did I find the lesson frustrating, absolutely, yes I did. Did I complain, nope I asked for another chance with that horse.

Sharing the school isn't a problem, it adds an extra facet to the learning as the horse may behave differently.

I wonder if you honestly ask yourself if you were in the right mindset for the lesson after finding out the conditions weren't the perfect arrangement you expected?

Call the school and explain what didn't work for you and see what they can do to improve future lessons.

 

[IrishMilo]

I can understand why you would feel like you want one but I personally wouldn’t ask for one. I’d chalk it up to experience and make it clear you don’t want that instructor or that horse again. I don’t think it’s possible that you can ride and learn nothing - unless you’re a complete beginner I think some of the onus is on you to learn something and/or apply what you already know to the horse underneath you (in this case, how to apply the right aids for a lazy horse, or maybe think more about your own position if the bugger wouldn’t go faster than a walk!)

 

[SEL]

I tend to write the odd bad lesson off to experience but politely express a preference for a certain instructor. I've only refused horses if they are lame (sigh) otherwise I quite enjoy the challenge of seeing if I can get a tune out of them - but I'd say if I didn't want to repeat the experience!!

I'm not sure a refund is the way forward but when you phone to book your next lesson then it's ok to say you weren't happy

 

[smolmaus]

I would just chalk it up to a bad time and in the future make sure you get your normal lesson instructor (say no thanks if they're not available) who probably would have noticed the mistake with the horse and corrected it.

I've had similar lessons on one pony who just will. not. go. and is well known for it (he also bit me while I was was waiting to mount and it hurt!) and yeah, it was frustrating and I went home sweaty and tired and annoyed but I'd rather not make things awkward asking for a refund. I also don't complain about haircuts I hate and tell the stylist its fantastic tho so my way might not be the best way!

 

[PurBee]

30 pounds for 30 minutes on a horse not of your experience, despite being told the new horse would be, and not with instructor you’ve been working with and confirmed you would have them, is a wasted lesson and money. Personally i would take up those issues if any complaint is to be made.
The school being shared is common, yet if its just a 20x40 school, that could be somewhat limiting to you and the other lesson - especially with a group lesson going on at the same time, yet not impossible to still learn so more of a moot point, compared to the other issues you have with the lesson.

 

[Orangehorse]

I can understand your feelings - you had changed your day to get your usual instructor, I think that is the really annoying thing. And certainly worth taking up with the riding school. I don't know if you would get a refund, you did have a lesson on a horse, but I would say that you aren't happy - you sound like a regular customer so hopefully they will want to look after you. Speak to a senior person, not just one who takes bookings.

 

[Pmf27]

I can completely empathise with how you're feeling, I had a similar experience not long ago shortly after switching to a new RS.

It had actually only been my third lesson at this school and it was DREADFUL; instructor was just completely disengaged, barely spoke to me, sat down looking at their phone the whole time.

It definitely stung handing over the money for that one, but I figured: draw a line under this one, make sure I never have this instructor again and if next lesson is also rubbish then take my money elsewhere in future.

 

[Miss_Millie]

I think it's the normal thing for multiple lessons going at once at a riding school, I don't really get that an advanced rider would struggle to get an old plod to trot, surely you wouldn't be classed as advanced rider if that is the case.

Sharing a school is completely normal and acceptable.

Instructor might be unfortunate. Unsuitable horse also unfortunate.

Add instructor and horse together then I would certainly say something, perhaps a composed email, and see what they offer.

I wouldn't say it was unfortunate, because I deliberately booked on a different day and changed my work schedule to make sure that I could have the same instructor. Similarly, I was told the horse I would be having on the phone, based on the kind of work I wanted to do in my lesson, and was given a horse that both instructors said was for grade 1 only and I should not have been put on her.

 

[Miss_Millie]

I'm normally one to think you can learn something from every ride even if its not that enjoyable, but that said, it sounds like they haven't honoured your booking so I would definitely call when you are feeling calmer and let them know it wasn't what you had asked for.

A friend went for a schoolmaster lessons but got given a school horse used for beginners, she was too polite to complain at the time but then realised she had to, really, the RS were pretty apologetic for the mistake.

So its worth a try but I would try to keep your emotions out of it. But in future it would probably benefit your riding to try some other suitable horses too

I don't mind riding other horses at all. But my (usual)edinstructor wants me to ride the same horse for a few weeks whilst I work on my seat. He's got a good forward going pace, so I can focus on improving my position and don't have to worry about keeping my leg on.

 

[Miss_Millie]

I think it's the normal thing for multiple lessons going at once at a riding school, I don't really get that an advanced rider would struggle to get an old plod to trot, surely you wouldn't be classed as advanced rider if that is the case.

I'm not an advanced rider, I didn't say that I was. I'm intermediate. But both instructors present said that the horse I was put on was meant for 'grade 1' only - she was not up to the task. I did the best I could but I should have been on a grade 3 horse who had the energy for the kind of flat work I've been working up towards.

 

[conniegirl]

I don't really get that an advanced rider would struggle to get an old plod to trot, surely you wouldn't be classed as advanced rider if that is the case.

I consider myself an advanced rider, i went to a riding school for a schoolmaster lesson, got put on a horse that just would not go forwards. Ended up at the point of frustrated tears, the instructor got on and pretty much beat the horse to raise a trot.
im no fluffy bunny hugger and am happy to give a horse a good crack if necessary but that level whip use made me very very uncomfortable.
Even advanced riders can struggle with a horse that just won’t go
I learnt nothing from that experience other than that the riding school didn’t have the school masters they claimed they had.
interestingly its a riding school that was very highly recommended on here around the same time.

 

[Bonnie Allie]

Sharing the school is normal.

I would however go and speak in person to the owner and give some feedback. Do it in person, politely and express your disappointment using facts, no emotion.

They will want to keep you as a client if you are a regular especially in this financial climate. However make sure you don’t come across as a demanding “Karen” or entitled whiner.

Let them make the decision on how they want to address the feedback. That will tell you whether you need to continue the relationship with them.

Above all DONT text, email or write a note. Do it in person, immediately to get it solved.

 

[Miss_Millie]

Instructor may have been off sick?

If arena big enough then no reason not to share particularly if one was a private.

Where I used to work people were actively given different horses each week as instructors feel it improves generally riding ability and confidence.

She wasn't off sick - she instructed the lesson before so I was very confused. She wants me to stay on the same horse for a few weeks while I work on my seat.

 

[Miss_Millie]

I consider myself an advanced rider, i went to a riding school for a schoolmaster lesson, got put on a horse that just would not go forwards. Ended up at the point of frustrated tears, the instructor got on and pretty much beat the horse to raise a trot.
Even advanced riders can struggle with a horse that just won’t go
im no fluffy bunny hugger and am happy to give a horse a good crack if necessary but that level whip use made me very very uncomfortable.
I learnt nothing from that experience other than that the riding school didn’t have the school masters they claimed they had.
interestingly its a riding school that was very highly recommended on here around the same time.

I'm sorry that you had to experience this, that sounds horrible. I'm not an expert and today was my first time seeing/riding this horse, but she honestly looked senior and just didn't want to respond to me whatsoever. My instructor even started whooshing the whip around and the horse put her ears back but was barely fazed by it. I've ridden so many different horses before, with different temperments and abilities, but I really felt today that this horse was not suitable as a riding school pony. I was there to learn and I achieved absolutely nothing but feeling very frustrated.

 

[PinkvSantaboots]

I consider myself an advanced rider, i went to a riding school for a schoolmaster lesson, got put on a horse that just would not go forwards. Ended up at the point of frustrated tears, the instructor got on and pretty much beat the horse to raise a trot.
im no fluffy bunny hugger and am happy to give a horse a good crack if necessary but that level whip use made me very very uncomfortable.
Even advanced riders can struggle with a horse that just won’t go
I learnt nothing from that experience other than that the riding school didn’t have the school masters they claimed they had.
interestingly its a riding school that was very highly recommended on here around the same time.

I can see what you mean and a friend of mine says most of the school horses she has ever been put on are much the same, thing is if a good established rider can't get the horse to do a thing what hope does a beginner have, they are just basically unsuitable for any rider really, I wouldn't want to be constantly whacking a horse either, sounds like they get school sour and just don't want to move quite sad really

 

[Miss_Millie]

It's a tricky one.

I'd be a bit reluctant to go to an RS who gives you the same horse each week. I'd expect them to be giving you the widest possible experiences which would mean different horses. Some of which will respond to the rider. There was one at my old RS who wouldn't move at all unless you asked perfectly in exactly the right balance. Did I find the lesson frustrating, absolutely, yes I did. Did I complain, nope I asked for another chance with that horse.

Sharing the school isn't a problem, it adds an extra facet to the learning as the horse may behave differently.

I wonder if you honestly ask yourself if you were in the right mindset for the lesson after finding out the conditions weren't the perfect arrangement you expected?

Call the school and explain what didn't work for you and see what they can do to improve future lessons.

The thing is, I am happy to pay £30 for a half hour lesson of my choosing. I've been working with the same instructor and the last time I rode she told me to book with him again. She's a great instructor and we're working towards a goal. I have ridden loads of other horses and am happy to do so again, but right now for what I'm working towards with improving my seat in the canter, he's the right horse for that situation.

I changed my work schedule so that I could have my usual instructor as promised. I did expect to get what I paid for and I think that's reasonable. These lessons are my one 'treat' that I spend my money on every week, and every aspect of it was not what I specifically booked for. I wouldn't have minded having half of the school if I was on the horse I booked, because at least then I could have continued from last week.

 

[Miss_Millie]

I can see what you mean and a friend of mine says most of the school horses she has ever been put on are much the same, thing is if a good established rider can't get the horse to do a thing what hope does a beginner have, they are just basically unsuitable for any rider really, I wouldn't want to be constantly whacking a horse either, sounds like they get school sour and just don't want to move quite sad really

The horse really seemed like she was old and didn't want to be there at all. She kept napping and just getting a trot took everything I had. I've ridden many 'plodders' before, but this was a different experience entirely. Both instructors openly said that they would struggle to get a canter out of her and that I should never have been put on her. It does make you wonder that such a horse should be used as a RS pony, but she would be perfect for a 4 year old on lead rein...

 

[laura_nash]

As others have said sharing the school is normal. I also don't agree you can't learn on a "plod" and feel you should be able to get a decent trot out of any sound horse. I speak from experience as my cob is excellent at persuading people to do all the work, I have had people ride him who can barely get him to walk, but he is perfectly capable of going forwards with the right technique. It does sound though like the instructor wasn't actually teaching you how to ride this particular horse forwards, and possibly didn't know how themselves.

When I used to go to a RS (some years ago now) I would just book the lesson and be presented with the horse and instructor when I got there, but if this stables actually say you are going to ride a specific horse with a specific instructor when you book I feel you should get an explanation if that doesn't happen, and ideally the option to either wait till you can have that combination or go ahead with what is available. I would be wanting to discuss what happened with someone in charge, maybe not a refund but I'd want to have confidence the same thing wasn't going to happen again.

 

[Miss_Millie]

I would just chalk it up to a bad time and in the future make sure you get your normal lesson instructor (say no thanks if they're not available) who probably would have noticed the mistake with the horse and corrected it.

I've had similar lessons on one pony who just will. not. go. and is well known for it (he also bit me while I was was waiting to mount and it hurt!) and yeah, it was frustrating and I went home sweaty and tired and annoyed but I'd rather not make things awkward asking for a refund. I also don't complain about haircuts I hate and tell the stylist its fantastic tho so my way might not be the best way!

There was nothing wrong with the instructor - it was more that I am intentionally working with the same instructor each week so that she can see my progress and we can make strides each week towards my goals. That is what I'm paying for. I don't want to make things awkward either - I am a very reserved/softly spoken person and I rarely complain about anything. But it seemed that today was a shambles because all of the specific things I supposedly booked were not honoured.

 

[Fruitcake]

What size is the school?

 

[Miss_Millie]

As others have said sharing the school is normal. I also don't agree you can't learn on a "plod" and feel you should be able to get a decent trot out of any sound horse. I speak from experience as my cob is excellent at persuading people to do all the work, I have had people ride him who can barely get him to walk, but he is perfectly capable of going forwards with the right technique. It does sound though like the instructor wasn't actually teaching you how to ride this particular horse forwards, and possibly didn't know how themselves.

When I used to go to a RS (some years ago now) I would just book the lesson and be presented with the horse and instructor when I got there, but if this stables actually say you are going to ride a specific horse with a specific instructor when you book I feel you should get an explanation if that doesn't happen, and ideally the option to either wait till you can have that combination or go ahead with what is available. I would be wanting to discuss what happened with someone in charge, maybe not a refund but I'd want to have confidence the same thing wasn't going to happen again.

Both instructors in the school today have BHS instructor qualifications and both said that I shouldn't have been put on her and were confused as to why. Both said she was not suitable for learning at my grade level. Perhaps this should have meant being given a different horse immediately, but when both instructors discussed it at the end of the lesson, neither of them were happy with the situation.

 

[charterline]

It could be that the horse the originally intended for you was unavailable for some reason, lame, tack issue etc, and you were given the only other horse available.

you say this horse napped? A very plodding beginners school horse wouldn’t nap

 

[laura_nash]

Both instructors in the school today have BHS instructor qualifications and both said that I shouldn't have been put on her and were confused as to why. Both said she was not suitable for learning at my grade level. Perhaps this should have meant being given a different horse immediately, but when both instructors discussed it at the end of the lesson, neither of them were happy with the situation.

I'm not a big fan of BHS qualified instructors TBH (not saying there aren't good ones about, just that I suspect the "good instructor" and the "BHS qualified" part aren't necessarily directly related). As I said, it sounds like the instructor (or both of them) had no idea how to teach you on that horse so certainly grounds for complaint.

 

[Miss_Millie]

What size is the school?

I think it's a standard size. Is that 40 x 20 metres? Not as large as some I've been in. All of the private lessons I've had before have just been me in the school, so I wasn't expecting it to be divided in half down the middle. But I will ask them about this, because maybe I've just been lucky until now to get the whole school to myself.

 

[atropa]

I think yes, you should complain on the basis that you specifically booked this lesson with a particular instructor and type of horse in mind and agreed upon.
I think a more experienced rider should be able to get a better tune out of a 'grade 1' horse than a grade 1 rider, however if two instructors from the school actually openly admitted that you shouldn't have been on the horse then hard to see how they can justify this!!
ETA why didn't either of the instructors swap you onto a different horse when they realise the one you had was unsuitable?