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.
Long wait times & terrible customer service!
Order 17384- placed my order on the 4th August (15 working days ago) and no dispatch email. I’ve emailed twice as this appears to be the ONLY way to contact customer services however they do not reply! Terrible customer service and will not use them again. I need the item asap so if it’s not coming in the next couple of days I’d like a refund! Majority of company’s fulfil delivery within a couple of days nowadays so I’m unsure why this company takes weeks on end!! Ridiculous.
24 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Rebecca,
Thank you for your review, and we sincerely apologise for the delays and lack of communication you've experienced. We understand how frustrating this situation is.
Regarding your order, the item is expected to arrive in our warehouse by the end of this week. Once it arrives, we will prioritise its dispatch to ensure it reaches you as soon as possible.
We also want to address your concern about our customer service. Our team is currently handling a higher volume of enquiries than usual, and they are doing their best to respond to everyone as quickly as they can. We truly apologise if this has caused any inconvenience, and we are actively working to improve our response times.
We understand the urgency of your order. If you'd like to wait for the delivery, we will do everything we can to expedite it. However, if you prefer a refund, please let us know, and we will process it immediately.
Thank you for your understanding and patience.
Kind regards,
Loren
17 working days since ordered and paid No delivery
17 working days since ordered and paid for. No delivery no despatch date no response from "customer service".
Very poor. order ref 17001.
23 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Alan,
Thank you for your feedback, and we sincerely apologise for the delays and lack of communication you've experienced. This is not the level of service we aim to provide, and we understand your frustration.
I have sent you a separate email to address your concerns directly and to resolve the issue as quickly as possible.
Kind regards,
Loren
6 emails sent no reply
It's not just a case of poor customer service, there is NO customer service! Impossible to communicate as no phone number and emails go unanswered. They take your money and ignore you. AVOID AVOID AVOID.
23 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Amanda,
Thank you for taking the time to leave your feedback. I sincerely apologise for the delay in responding to your enquiries and for the inconvenience you experienced with your recent order. Our customer service team has been very busy, especially being bank holiday weekend, which unfortunately led to a delay in getting back to you.
I'm pleased to see that your order issue has since been resolved and that a refund has been processed. Your experience is important to us, and we are taking steps to improve our response times and service levels.
Thank you for your understanding and patience. If you have any further concerns or questions, please don't hesitate to reach out.
Kind regards,
Loren
Ordered on 06/08/2024 and still haven’t…
Ordered on 06/08/2024 and still haven’t received my item. No updates to say it has been shipped etc. Sent an email to ask for an update and haven’t received a response. Very poor communication.
20 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Jordan,
Thank you for your feedback, and we sincerely apologise for the inconvenience you've experienced. We're sorry to hear that your order has not yet arrived and that you've not received an update.
Unfortunately, we weren't able to locate your order based on the information provided. Could you please share your order number or the full name associated with the order? This will help us investigate the situation more thoroughly and provide you with a timely resolution.
We understand how frustrating this must be and want to ensure that your issue is addressed as quickly as possible. Please rest assured that once we have your details, we will prioritise resolving this matter.
Thank you for your patience, and we look forward to hearing from you soon.
Kind regards,
Loren
No contact from Equus
I placed an order placed on 1st August 2024, which has still has not been despatched. I have e-mailed, FB messaged and used the form on the website, but no reply. Very disappointed.
1 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Carina,
Thank you for taking the time to leave your feedback. I sincerely apologise for the delay in responding to your enquiries and for the inconvenience you experienced with your recent order. Our Customer Service Team has been extremely busy, which unfortunately led to a delay in getting back to you.
I'm pleased to see that your issue has since been resolved and that a refund has been processed.
Thank you for your understanding and patience. If you have any further concerns or questions, please don't hesitate to reach out.
Kind regards,
Loren
Paid for but goods never dispatched
I purchased an expensive item (PIVO) over 3 weeks ago, yet to receive it. My account shows it as being processed. I have now emailed 5 times, messaged via web twice, asked for callback. There is no response. They have my money. They will not refund me. Do not trust this company.
22 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Eilidh,
Thank you for bringing this to our attention, and I sincerely apologise for the delay and the lack of communication regarding your order. I understand how frustrating this has been for you, and I want to assure you that we take your concerns very seriously.
I'm pleased to inform you that your order was despatched today, and you should have received an email with your tracking number. If you haven't seen it yet, please check your inbox or spam folder. The delay you experienced was due to an unexpected issue with our supplier, and we regret that this was not communicated to you earlier.
We genuinely appreciate your patience and understanding. Our team is committed to ensuring that such delays and communication gaps do not happen again.
Thank you once again for your feedback and for giving us the opportunity to resolve this issue.
Kind regards,
Loren
I ordered a universal bit on the 3rd of…
I ordered a universal bit on the 3rd of August, I’ve not received it, I didn't have a confirmation email, and I’ve emailed twice which I’ve had no reply to. I think it’s an awful way to run a business!! My poor daughter is in desperate need for it for her strong horse that she is loosing confidence on. Please can I now just have refund and I will purchase it elsewhere.
12 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Claire,
Thank you for reaching out to us, and I sincerely apologise for the delay in responding to your previous emails. We understand how frustrating this situation must be, especially given the urgency of your order.
Firstly, I want to assure you that a confirmation email was automatically sent when you placed your order on the 3rd of August. Sometimes, these emails can end up in spam or junk folders, so I would recommend checking there if you haven’t seen it in your inbox.
As stated both on our website and in the confirmation email, despatch can take up to 10 working days, with delivery typically taking 3-5 working days after despatch. I'm happy to inform you that your order was dispatched on the 7th working day, and it is scheduled for delivery tomorrow.
Once again, I apologise for the inconvenience, and thank you for your understanding and patience.
Kind regards,
Loren
Jodhpurs never arrived …
Ordered two pairs of jodhpurs on 29th July. Not even dispatched yet which has massively disappointed my daughters who needed them for pony camp. No replies to emails, no phone number. I just want a refund now. Terrible customer service, I will never order from them again.
11 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Laura,
I'm truly sorry to hear about your recent experience, and I completely understand your frustration. We want to resolve this issue as quickly as possible, especially given the disappointment it has caused for your daughters.
Unfortunately, we haven't been able to locate your order as we don't have any details connected to this review. Could you please let us know your order number? This will allow us to investigate the situation, provide you with an update, and arrange a refund if that is still your preference.
We strive to provide excellent customer service and regret that we fell short in this instance. We're here to make things right, and we appreciate your understanding and patience.
Kind regards,
Loren
Avoid!
Still waiting for a ragwort fork that hasn't even been dispatched according to both the website and the tracking app (that the website pushes you to download. I didn't actually want another app cluttering up my phone but wanted to know where my order was!)
I have a feeling that this company takes orders for stock that they don't have. AVOID!!!!!
If you do order from them, please use Paypal so you can get your money back easily. I don't think this company will be around for much longer.
7 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for sharing your feedback, and we sincerely apologise for the inconvenience you've experienced. We understand how frustrating it is to wait for an order, and we want to help resolve this as quickly as possible.
To assist you better, could you please provide us with your order number or any other details related to your purchase? Unfortunately, without this information, we're unable to locate your order in our system.
Kind regards,
Loren
Absolutely shocking business to deal…
Absolutely shocking business to deal with, have ordered a show shirt for my daughter in her first show , no reply to emails, no phone number , no customer service what’s so ever, will be phoning trading standards , not holding my breath for a refund either
5 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Ricky,
We’re sorry to hear about your experience and understand your frustration. We do state a despatch of up to 10 working days on our website and understand that it has now come to the end of this time. We apologise for the effect of this delay.
However, we do not tolerate abusive language towards our staff. We’ve canceled your order and processed a full refund. I have emailed you directly regarding this.
Kind regards,
Loren
Buyer beware
Ordered 2x lightweight rugs in May, Equus happy to take the money but never deliver the goods. More stories than JK Rowling,after waiting until the end of June with no sight of the rugs we asked for a refund. Guess what 1st August still no refund. Standard "we are sorry' email comes every couple of weeks with another sob story. Got my bank involved now. Buyer beware with this shambles, clearly in trouble.
1 de agosto de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Ian,
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced with your order of lightweight rugs.
We understand how upsetting it can be when expectations are not met. After investigating your case, I can confirm that a full refund was issued via the chargeback dispute process initiated through your bank. We regret that the situation escalated to this point and appreciate your patience throughout.
Our customer service team strives to assist every customer to the best of their ability, and we were disappointed by the manner in which our team members were addressed during this process. They were doing their utmost to resolve the situation promptly and effectively. We are reviewing our processes to prevent such issues from occurring in the future and to improve our communication and service.
Thank you for your understanding. If you have any further questions or concerns, please do not hesitate to reach out.
Kind regards,
Loren
Poor poor communication
Have made 3 orders:
1st - I have received 1 of 4 jodhpurs. I realised they are the wrong size so emailed asking to exchange AND change the sizes on the other items - No reply
2nd - Ordered a helmet and silk - No update
3rd - Order a jumping back protector - No update
My horse and I adored this company but the way it’s going I am so very sad and disappointed.
24 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Lydia,
Thank you for your message and for bringing these issues to our attention. We sincerely apologise for the inconvenience and frustration you have experienced with your recent orders.
We understand how important timely and accurate service is, especially when it comes to equestrian gear. To resolve the issues you've mentioned, could you please provide us with your order numbers or any other identifying details such as the email address used for the purchases? This will help us locate your orders quickly and ensure we address each concern properly.
We genuinely appreciate your past support and want to make things right.
Thank you for your patience and understanding.
Kind regards,
Loren
Shocking poor customer service
Shocking poor customer service. Returned a pair of chaps with proof of postage. They signed for and received them. No refund issued and have stopped replying to emails. If they read this you have been reported! Order number 12928
25 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Carolyne,
Thank you for reaching out and bringing this to our attention. We sincerely apologise for the inconvenience and frustration you have experienced with your recent return.
We have looked into the issue with your order number 12928, and I can confirm that the refund has now been issued. You should see the refund reflected in your account shortly.
We strive to provide excellent customer service and regret that we fell short in your case. We are also reviewing our communication processes to ensure such issues are addressed more promptly in the future.
Thank you for your patience and understanding.
Best regards,
Loren
Ordered 9th July
Ordered 9th July , a bridle and a rug. Rug arrived within a few days, bridle hasn't even been dispatched, I've emailed 6 times. Not 1 reply. Ordered reins to match on 15th they arrived 17th, however no good without the bridle. Why allow someone to order an item if it's clearly not in stock and not being transparent with issue or expected delivery date.
9 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Claire,
Thank you for reaching out and bringing this to our attention. We sincerely apologise for the inconvenience and frustration you have experienced regarding your recent order.
Firstly, we appreciate your patience with us. Your bridle was despatched on the 22nd of July, within our standard processing time. As mentioned on our website, we ask customers to allow up to 10 working days for the dispatch of their orders, and your item was sent within this timeframe.
We understand the frustration of receiving parts of an order at different times, and we regret any inconvenience this may have caused you. Additionally, we apologise for the lack of communication on our part. Your emails should have been addressed promptly, and we are investigating this.
Once again, we apologise for any inconvenience caused and appreciate your understanding. If you have any further questions or need assistance, please do not hesitate to contact us.
Kind regards,
Loren
Do NOT use
Do NOT order! Its a scam!
We ordered something on the 18th June! Its still not arrived and they wont answer emails ect! People writing on their fb with similar issues! Go elsewhere for your goods!
I am trying to get a refund but I am not being answered!
18 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Nathan,
We sincerely apologise for the inconvenience and frustration you experienced with your order. We understand how upsetting it is when things don’t go as expected.
We have looked into your case, and we are pleased to inform you that your order has now been cancelled and refunded. The delay and lack of communication on our part were unacceptable, and we are taking steps to improve our response times and customer service.
Thank you for bringing this to our attention. Your feedback is invaluable as we work to improve our processes and ensure a better experience for all our customers.
Kind regards,
Loren
Disappointing
Would have given 0 but wasn’t an option. Placed an order on 3rd July and still hadn’t been dispatched and they won’t respond to any of my emails. £40 lost. Absolutely disgusting for a company.
3 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Chloe,
Thank you for your feedback. We apologise for any inconvenience you experienced with your recent order.
We aim to provide clear communication and timely service. As stated on our website, orders can take up to 10 working days to be despatched. Your order was despatched within this timeframe and our records show that it has now been delivered.
We apologise if our email responses did not meet your expectations and understand your frustration.
Thank you for your patience and understanding.
Kind regards,
Loren
Poor customer service
My daughter, who is 14, ordered a riding crop with her own birthday money. The crop was broken when it arrived so she sent an email explaining what had happened with photographs, she heard nothing. I then filled out a form on their website and still we have had no reply. Even if they don’t want to refund or replace the item a simple acknowledgment or reply would be polite.
10 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for bringing this to our attention, and I apologise for the inconvenience your daughter has experienced. I am sorry to hear that the riding crop arrived broken and that your attempts to contact us have not been met with a response. This is not the level of service we strive to provide.
I have searched our records and found an order for a Shires whip under your name, but I cannot confirm if this is the correct order without additional details. Unfortunately, the email address used to place the order does not appear in our email system, which might explain why we haven't received your messages.
To resolve this matter as quickly as possible, could you please provide the order number or any additional details related to the purchase? This will help us verify the order and proceed with a refund or replacement.
We deeply regret the inconvenience caused and appreciate your patience. Your feedback is invaluable in helping us improve our service.
Kind regards,
Loren
Arrived faster than expected...
14 de julho de 2023
Resposta da EQUUS
Hello Amanda,
Thank you so much for your 5-star review!
We are thrilled to hear that your order arrived faster than expected. Ensuring a speedy delivery is one of our top priorities, and we’re glad we could exceed your expectations.
Kind regards,
Loren
I have returned items via a tracked and…
I have returned items via a tracked and signed for courier that I have proof of but I have still not received my refund for these items. I have emailed the company 4 times so far and getting nowhere.
1 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Isobel,
Thank you for your review and for bringing this matter to our attention. We apologise for any frustration you experienced regarding your return and refund process.
I can confirm that we received your returned items last week and issued your refund yesterday, the 8th of July. As stated on our website, refunds are processed within 14 working days of receiving the returned items, and your refund was processed within this timeframe.
We regret any inconvenience caused and appreciate your patience during this period. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Kind regards,
Loren
My purchase took over 5 weeks and…
My purchase took over 5 weeks and numerous emails to customer services, to finally get delivered. On arrival I found the item to be damaged in two places!! Several emails to Equus with photographic evidence of damage and request for refund/replacement has met with complete silence. This really is a dreadful company with appalling customer service.
2 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for sharing your experience and bringing this to our attention. We sincerely apologise for the delay in both the delivery of your order and our response to your emails.
We understand how frustrating it must have been to receive a damaged item after waiting for your order. Our Customer Service team is currently experiencing a high volume of enquiries, but they are working diligently to address each one as quickly as possible.
We received your images on the 1st of July and, though it took longer than we would have liked, our team responded on the 8th of July and issued a full refund for the item. We are sorry for any inconvenience this delay may have caused.
Your feedback is invaluable to us, and we are taking steps to improve our processes and communication. Should you have any further questions or need additional assistance, please do not hesitate to reach out.
Kind regards,
Loren
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