Très mauvaise expérience avec Equus Vitalis. Les produits sont arrivés endommagés, avec des fuites visibles dès l’ouverture du colis. Malgré l’envoi immédiat de plusieurs photos et de toutes les... Ver mais
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Veja o que dizem as avaliações
Update 20/11/24. Having posted this review 3 days ago, the item suddenly arrived yesterday! Still no response from so called Customer Services, but I'll edit my star rating from a 1 to a 3 ....... Ver mais
Made an order on 29 Oct and still haven't received the item, even after it was detailed in stock on the website! After chasing twice, they had admitted there were issues with the stock on the overflow... Ver mais
So ordered boots arrived promptly wrong size so returned next day signed for. Ordered new pair as no exchange option. Still waiting for refund nearly a month later. Total lack of communication from cu... Ver mais
Detalhes da empresa
Escrito pela empresa
Shop our wide range of stylish equestrian clothing and everyday equestrian essentials in our online shop. Free UK delivery. We ship overseas too. Shop today.
Informações de contato
Prospect House, Colliery Close, Staveley , S43 3QE, Chesterfield, Reino Unido
- Customerservices@equus.co.uk
- equus.co.uk
2,1
Ruim
9 mil avaliações
Respondeu a 65% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Two orders never arrived
Two orders never arrived - one on 8/09/24 and 22/09/24. I have emailed requesting a refund, currently no response. please can I have a refund for order 21693 and 20197
8 de setembro de 2024
Avaliação não solicitada
I have two orders outstanding with this…
I have two orders outstanding with this company, have used the link on their website to contact them (twice) about both of these, but as yet have not had a reply from them on either items.
I ordered a point 2 saddle attachment (21369) on 19/09/2024 and paid postage for this also (would fit in an envelope), and I still haven’t received any email regarding its despatch or any other information. Then on 29/09/2024 l ordered 2 x point 2 60cc canisters (22628) which l am aware can take up to 10 days for despatch, which would mean it should get despatched tomorrow, and again l have not received an email regarding its despatch or any other information. I desperately require all of the above items, and don’t take the decision to write this review lightly, as reviews are something l try to avoid. But l don’t like being ignored when l have paid for goods l have not received, and write this review with the hope someone from the company will see it and both of my orders will be despatched or if they can not be actioned, refunded by return.
19 de setembro de 2024
Avaliação não solicitada
Avoid item still not sent
Ordered 23rd September as my daughters main birthday present, nothing been sent just order confirmed. Will be asking my bank to refund, disgusting service and no response!
23 de setembro de 2024
Avaliação não solicitada
I ordered two rugs in the 13/09/24
I ordered two rugs in the 13/09/24.
After sending numerous emails, I received one back which was a generic message. That they clearly send to all customers.
Then to be told they actually don’t have a clue when they will have the products in stock.
Since placing my order it’s become apparent that this company take peoples money and don’t ship the orders.
Equus only reply’s to these reviews, so please can you give me a refund for this order: 20799.
Thanks
6 de outubro de 2024
Avaliação não solicitada
Placed an order 15/9/24 and still…
Placed an order 15/9/24 and still waiting. Used the tracker which indicates it’s not even been dispatched.
Sent a message asking when I can expect it but no reply.
Wont buy from again.
5 de outubro de 2024
Avaliação não solicitada
DO NOT ORDER FROM THIS COMPANY!!!
I have placed 2 orders with them (19609 & 20815), none of which have been delivered. I've sent numerous emails asking where my order is and they reply with the same story saying they're waiting on the delivery manager getting back to them. I've now asked for a refund and they've stopped replying. I wish I had read the reviews before placing an order as so many people are having the same issue. I'll be reporting them to trading standards.
5 de outubro de 2024
Avaliação não solicitada
Order number 20954
Order number 20954
How I wish I had read the reviews about the delivery debacle before trying this company! What a shambles. I placed my order, waited 10 days as indicated and absolutely nothing….
Tried emailing multiple times but to no avail. Horse in desperate need of new overreach boots but no sign of them. What is going on?
1 de outubro de 2024
Avaliação não solicitada
I placed an order for two horse rugs on…
I placed an order for two horse rugs on 13/09/2024 (Order No. 20799), and it has now been 16 days without any updates regarding dispatch or delivery.
I have yet to receive any communication, despite following up via email, which has not been acknowledged. It seems the only way to get a response is to give this bad review, I would appreciate a prompt update on the status of my order, as well as confirmation of when I can expect delivery.
I value good customer service and would of preferred to resolve this issue directly. However i am having to resolve to the as a last resort.
I would highly recommend if your looking for good customer service and delivery as stated when placing an order STAY away from Equus.
1 de outubro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for your review, and I sincerely apologise for the frustration you’ve experienced with your order. I understand how concerning it is when you don’t receive updates or timely communication.
I’m pleased to inform you that your order has been despatched, and you should receive tracking information shortly, if you haven’t already. We’re truly sorry for the delay in responding to your emails, and we appreciate your patience during this busy period. Please be assured that we are working to improve both our communication and service going forward.
If you have any further questions or would like additional details about your delivery, feel free to reach out. We value your feedback and hope to provide a much better experience in the future.
Kind regards,
Loren
I ordered my rug on the 14th September…
I ordered my rug on the 14th September and no e mail to advise when it will arrive. I have mailed several times and had no reply
Lorna jones
30 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Lorna,
Thank you for your review, and I sincerely apologise for the inconvenience you've experienced. I understand how frustrating it can be when you're waiting for an update on your order.
Your rug was despatched on the 12th working day, slightly beyond our usual 10 working day target, and we are truly sorry for the delay. We received your messages on Friday, and due to a high volume of enquiries at the time, we weren't able to respond until Tuesday. We appreciate your patience and are working to improve our response times going forward.
If you need any further information or tracking details, please don't hesitate to reach out. Thank you again for your understanding, and we hope your rug arrives soon and meets your expectations.
Kind regards,
Loren
Joining the list of unhappy customers…
Joining the list of unhappy customers who have not received their orders. Ordered boots for my granddaughter on 12 Sept order 20740. Emailed several times for status update. No replies. You have taken my money I would like the goods ASAP please. Susan Price.
12 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Susan,
Thank you for your email, and we sincerely apologise for any frustration you’ve experienced regarding your order. I understand how disappointing it can be when an order doesn’t arrive within the expected timeframe.
Your boots were despatched on the 12th working day, slightly beyond our usual 10 working day target, and we are truly sorry for the delay. We can also confirm that we received two emails from you, and while we aimed to respond as quickly as possible, I apologise if our responses didn’t come as promptly as you’d hoped.
You should have received your order now, but if you need any tracking details or further assistance, please don’t hesitate to let us know. We appreciate your patience and understanding and hope your granddaughter enjoys her new boots.
Kind regards,
Loren
Ordered horse rugs from this company
Ordered horse rugs from this company
Fast forward 13 days NO response
No communication NO RUGS !! Quick enough taking the money. Do yourselves a favour and STAY CLEAR OF THIS COMPANY!!!!!
4 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Darren,
Thank you for reaching out and sharing your concerns. I’m sorry to hear that you’ve been disappointed with the experience, and I’d like to clarify the situation.
Your order was despatched on the 12th working day, which was slightly beyond the 10 working days we aim to meet. We truly apologise for this delay. Additionally, we can confirm that we responded to your email within 24 hours, but we’re sorry if our communication didn't meet your expectations.
We understand the frustration, and we are always looking for ways to improve our service. Your feedback is valuable in helping us do that.
If you have any further questions, please don't hesitate to reach out. We appreciate your patience and hope you enjoy your rugs.
Kind regards,
Loren
Order not been dispatched or had any…
Order not been dispatched or had any update since emailing to ask where it is. I placed the order on the 15/09/24 and heard nothing. Poor communication. I don’t mind if they don’t have the item so long as I get a refund.
Order- 20997
15 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Abigail,
Thank you for your review and for bringing this to our attention. We sincerely apologise for the delay in communication regarding your order and any frustration this may have caused.
We’re pleased to inform you that your order has now been despatched. You should have receive tracking information which is showing the item as delivered. We understand how important timely updates are, and we are working on improving our communication to prevent this from happening in the future.
If you have any further questions or if there’s anything else we can assist you with, please don't hesitate to reach out. Thank you for your patience, and we hope you enjoy your purchase.
Kind regards,
Loren
Still not despatched
Order for rug placed 8th December, so given that was Sunday, make that 9th. Order number 20296.
Now beyond the 10 working days they say to allow for despatch. Emailed customer service. No response as yet. Will not order from here again.
8 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for your feedback, and we apologise for the inconvenience you experienced. We understand how frustrating it can be when an order doesn’t arrive as expected.
After reviewing your order, we can confirm that it has since been cancelled and fully refunded. We're sorry for the delay in both the despatch and our response to your email. This is not the level of service we aim to provide, and we are taking steps to improve our processes moving forward.
If you have any further questions or concerns, please don’t hesitate to reach out. We appreciate your understanding and hope you’ll give us another opportunity in the future.
Kind regards,
Loren
Delivery
I ordered my horses rug on 10/09/2024, and I still haven’t received any email regarding its despatch or any other information. I’m aware it can take up to 10 days for despatch which would mean it gets despatched today (20/09/2024) However that has not been the case. I’ve emailed regarding my issues and to have some update and I haven’t received anything back. I brought a rug from here as my horse is desperately in need of one and thought I could rely on the company. My order number was 20525 (for the company to read when they see this) All I would like is my horses rug for the upcoming cold weather.
Kind regards,
Ella Morton
20 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Ella,
Thank you for your patience and for bringing this to our attention. We sincerely apologise for the delay in responding to your emails and for the inconvenience caused by the delayed despatch of your horse's rug.
We are pleased to inform you that your order has now been despatched as of 22/09/2024, and it should be with you shortly. You should have received tracking details via email to monitor its delivery.
We understand how important it is for your horse to have the rug, especially with the cold weather approaching, and we regret that our service didn’t meet your expectations on this occasion. Please don’t hesitate to reach out if you have any further concerns or need assistance with your order.
Thank you again for your understanding.
Kind regards,
Loren
DO NOT USE THIS COMPANY!!!! Ordered from this company and should…
Ordered from this company and should have read reviews first, they sent the wrong size boots which were £73 they requested I pay for return which I did (tracked) they then told me they haven’t received them to which I sent the delivery proof so they couldn’t get out of it that way, they then told me to wait 14 days for my refund, did that, to then be told they had technical issues giving me my refund and now it’s been months with every excuse you could imagine! Do not buy from this company they are scammers! Makes it worse that it was my 15 year old daughters birthday present, they refuse to pay back money are impossible to contact (no number unsurprisingly) and my bank are having to investigate this company so please be aware of them and how they run their business
4 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Rachael,
Thank you for bringing this to our attention. We're deeply sorry to hear about your experience and sincerely apologise for the frustration caused. We take customer feedback very seriously, and this is certainly not the level of service we strive to provide.
Unfortunately, we are unable to locate your order based on the information provided. To help us resolve this situation as quickly as possible, could you kindly send us your order number and any further details that may help? This will allow us to investigate the issue thoroughly and ensure that you receive your refund promptly.
We are also working to improve our processes, and we understand how important it is to deliver a seamless and reliable experience, especially when it involves a special occasion like your daughter's birthday.
Kind regards,
Loren
Wish I’d read the reviews before…
Wish I’d read the reviews before ordering. Cheap prices don’t make up for slow dispatch and poor customer service. If I’d known this I’d have happily paid a more reliable company the additional money to get my item quicker. I’ve since discovered your website says 10 days to dispatch an item??? How does it take that long? Do you not hold the stock? And then 3-5 days for standard delivery. So that’s over two weeks since ordering. Other companies get your item to you with dispatch the same day as order placed!!!!! Since you’ve changed hands/model things appear to have gone wrong! Still waiting for my item to be dispatched…
7 de setembro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Fiona,
Thank you for sharing your feedback with us. We’re truly sorry to hear about your disappointing experience with our despatch times and customer service. We aim to provide a smooth and efficient service, so it's concerning to hear that this wasn’t your experience.
Unfortunately, we haven’t been able to locate your order in our system as we have not received an order number or full name. To resolve this as quickly as possible, could you kindly provide these details? Once we have them, we will investigate your order status and work to ensure it is despatched promptly.
We genuinely appreciate your patience and would love the opportunity to make this right for you.
Kind regards,
Loren
Resposta da EQUUS
Hello Philippa,
Thank you for your review, and we’re very sorry to hear about the issues you experienced.
The order you are referring to was placed around a year ago, before EQUUS went into administration last September. I can see that this was despatched and being tracked as delivered. As the company was under different ownership at that time, we’re unable to refund any orders placed before the 19th of September. When the change occurred, emails were sent to all customers with open orders or pending refunds, advising them to contact their bank to initiate a chargeback for any unfulfilled orders.
We understand this situation is frustrating, and we apologise for the inconvenience. If you need any further assistance or perhaps are referring to a different order, please don’t hesitate to get in touch.
Thank you for your understanding.
Kind regards,
Loren
Don't use - you'll just be bank rolling them for weeks before cancelling
Ordered a supplement from them which they don't have in stock, this is not clear on their website. After 2 weeks waiting I contacted Customer Services to find out where it was & it took another 4 days for them to reply to say they were awaiting delivery & it would be dispatched ASAP. Sadly another week passed & I chose to cancel the order 4 weeks after it was placed as it still hadn't been dispatched. I finally got an email to confirm cancellation another 3 days later & this said refunds can take upto 14 working days (another 3 weeks!). Thankfully it didn't take this long but still very disappointed that this company choses not to make it clear on their website that something is not in stock & may be a month before delivery, allowing the customer to make an informed decision about whether to buy or not. It's a very sneaky way of having unknowing customers bank rolling the company for weeks at a time...
4 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Helen,
Thank you for your feedback, and we’re very sorry to hear about your experience. We understand how frustrating it must have been to deal with the delays and lack of clarity regarding your order.
While we are unable to locate your specific order without further details, I want to assure you that our customer service team is working hard to respond to all inquiries as quickly as possible. However, they are currently experiencing a high volume of requests, which can cause delays in response times.
We truly appreciate your patience and understanding, and we’re glad to hear your refund was processed sooner than expected. Your feedback is important to us, and we will certainly take it into consideration to improve our processes. If you’d like us to investigate your case further or if there’s anything else we can assist with, please do reach out with your order details.
Thank you again for bringing this to our attention.
Kind regards,
Loren
Won't use again
Both my husband and I have now ordered from this company and both had issues.
I ordered two grazing muzzles and after three weeks realised I hadn't received them, so chased, to be told there had been an error and they would be sent. They did then arrive.
My husband had a similar experience - he ordered three rugs and didn't receive any so after three weeks he chased. He was similarly told there had been a 'warehouse error'. He then received two of the rugs and we are still waiting for the third.
Makes you wonder what would have happened if you'd never chased!!
Won't use them again.
22 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Karen,
Thank you for taking the time to share your experience, and I sincerely apologise for the issues you and your husband have encountered with your orders. We understand how frustrating it is when expectations are not met, and for that, we are truly sorry.
We’re concerned to hear about the delays and errors you both experienced. Unfortunately, without the order numbers or names, I’m unable to locate your specific orders to investigate further. If you could provide those details, we would be more than happy to look into the situation and ensure that the remaining rug is sent out to you as quickly as possible.
Kind regards,
Loren
Would not recommend
Took two weeks for my package to arrive after ordering. Never got a confirmation email to say I had bought it which was worrying as it was an expensive order. Never responded to my email asking about my package and the date and time it was estimated to be delivered was wrong, took an extra day.
24 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello
Thank you for sharing your feedback. We sincerely apologise for the issues you encountered with your order and for any worry this may have caused.
We’re sorry to hear that you did not receive a confirmation email. These are automatically sent after the order is placed so perhaps it fell into your spam folder. Unfortunately, I wasn't able to locate your order under the name provided. Could you please provide us with your order number or any other details? This will help us investigate what went wrong and ensure it doesn’t happen again.
Please rest assured that we take these concerns seriously, and we are committed to improving our service. If there is anything else we can assist you with, please let us know.
Kind regards,
Loren
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