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.
3rd email I have now sent enquiring…
3rd email I have now sent enquiring about where my delivery is that was placed on the 11th of June, not far off a month now since placed and no email about it even being dispatched or reply to any of my emails, very poor communication and service 😕
5 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for your feedback and for bringing this to our attention. We sincerely apologise for the inconvenience and frustration caused by the delay in your delivery and our communication.
We understand how disappointing it must be to wait so long for your order without receiving any updates. Our Customer Service team is currently experiencing a high volume of enquiries, but they are working diligently to respond to each one and to resolve your issue as quickly as possible.
Our team has now responded to your emails and is actively looking into the matter to ensure your order is despatched soon. We appreciate your patience and understanding during this time.
Thank you for your continued support.
Best regards,
Loren
Ordered an item in May by mid June it…
Ordered an item in May by mid June it still hasn’t arrived so I requested a refund. Now almost two weeks later received an email stating there was an issue with the refund. If you don’t have products available don’t sell them on your website and at least give people their money back.
3 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Kara,
Thank you for your review. We sincerely apologise for the delay with your order and the issues surrounding your refund.
As mentioned in the email we sent you, we encountered a technical problem that affected some refunds. We are actively working on resolving this. I will email you again once this is resolved and you will receive your refund.
We appreciate your patience and understanding.
Kind regards,
Loren
Not even one star still waiting for my…
Not even one star still waiting for my order but of coarse they took the money straight away with is stealing in my books , I have emailed them 3 times and nothing , it’s disgraceful and unprofessional, my next stop is looking on the roles for the directors I will not be leaving this
I didn’t receive a order number which is a odd thing on its own , paid on Apple play which you took the money straight away
1 de julho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Janine,
We sincerely apologise for the inconvenience you've experienced. We understand your frustration regarding the delay in receiving your order and the lack of response to your emails. This is certainly not the level of service we strive to provide.
To resolve this matter as quickly as possible, could you please provide us with your order number or any other details that can help us locate your order?
We value your feedback and are committed to resolving this issue promptly.
Best regards,
Loren
Appauling delivery times and no…
Appauling delivery times and no communication when I chased the order up. They don't deliver within ten days as stated in their terms and then leave you with no information regarding the status of your items. Won't be ordering from them again. Unprofessional and a waste of time
26 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Nikki,
Thank you for your feedback. We sincerely apologise for the delays and lack of communication you experienced with your recent order. We understand how frustrating and inconvenient this situation has been for you.
Our goal is to despatch orders within 10 working days, with delivery expected within 3-5 working days after despatch. We regret that we failed to meet these expectations in your case, and we are taking steps to investigate and address the cause of this delay to prevent it from happening in the future.
We are also deeply sorry for the lack of communication when you tried to follow up on your order. I have searched for the email address you used to place the order into our email system and no emails are coming up. Did you perhaps use another email address?
Thank you for bringing these issues to our attention. Your feedback is invaluable in helping us improve our services.
Kind regards,
Loren
Unreliable retailer and unfulfilled orders
Do not buy from this company, they offer goods at a lower price with free delivery versus their competitors to hook you in, then take your money and on order confirmation surprisingly state they will deliver in 10 working days (despite their website showing 3-5 working days) and then don’t fulfil your order nor provide any order updates. When you then try and contact customer services two weeks on to see why your goods have not arrived they do not respond or acknowledge emails. I ordered rugs from this company which was a significant purchase and luckily used my CC so have protection but will never buy from this company again as completely unreliable.
7 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for your feedback. We deeply regret that your experience with our company has been disappointing and frustrating. Your satisfaction is important to us, and we are truly sorry to hear that we did not meet your expectations.
We would like to clarify that the delivery time stated on our website is correct. Our policy is to despatch orders within 10 working days, with delivery expected within 3-5 working days after despatch. This information is also provided in the order confirmation email you received. We apologise if this caused any confusion.
We are very sorry to hear that our customer service did not respond to your inquiries. We would like to look further into this, although you have not left specific information for us to view your order details. Please can you provide us with some more information so we can look further into this.
Thank you for bringing these issues to our attention. Your feedback is invaluable in helping us improve our services.
Kind regards,
Loren
Very bad delay on order
Cannot believe how long an order can take to come, their website says up to 10 days from receipt of order.
Contacted customer services but still no answer as to why my order has not been received, the order was placed on 30th May 2024 we are now 20th June 2024, if you do not have the items in stock, customers should be informed with a correct delivery date.
20 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for reaching out and sharing your concerns regarding your recent order experience. We sincerely apologise for the delay and the inconvenience this has caused. We understand how frustrating it can be when an order takes longer than expected, especially when our website indicates a despatch time of up to 10 days from receipt of order. This delay is unacceptable, and we are taking immediate steps to investigate why your order has not been fulfilled on time.
Furthermore, we apologise for the issue with the refund that was issued but has apparently failed. Please be assured that we are actively looking into this matter to resolve it as quickly as possible.
We appreciate your patience and understanding and will update you as soon as we have more information. If there is anything else we can do to assist you in the meantime, please do not hesitate to let us know.
Kind regards,
Loren
Shocking service
Shocking service! I ordered an item weeks ago and it still has not turned up !
I had to contact the company asking so email as there is no phone number ! Asked where it was and I got an excuse about the wearhouse so excepted that but more weeks went by and still no item so I have to email again ! And no response at all !!
19 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Emma,
I am very sorry to hear about your disappointing experience with our service. Your feedback is important to us, and I apologise for the inconvenience you have faced.
We understand your frustration with the delay in receiving your order and the lack of timely communication from our side. Our goal is always to provide our customers with prompt and efficient service, and it is clear that we fell short in this instance.
The issue you encountered was due to the incorrect item arriving into the warehouse. I regret that our efforts to inform you were insufficient and that your follow-up email was not responded to in a timely manner. This is not the level of service we aim to provide.
To resolve this matter as quickly as possible, I have personally escalated your case to our Buying department. We will provide you with an update on the status of your order within the next 24 hours.
Thank you for bringing this to our attention and giving us the opportunity to make things right.
Kind regards,
Loren
Scammers
I placed an order on26th May this year. Allowed 10 days still no delivery needed item for a sick horse. £73.79 taken from bank straight away though. No answer from customer service no phone number to phone them. I have today phoned my bank who have said they will help me along with Trading Standards. I have been scammed and wish I had read all the reviews listed here before entering into contact with them. The item ordered is no cheaper than purchasing in an Equine shop so steer clear and don't get scammed !
Since writing this review today and pointing out the error of their ways I have had 3 e-mails confirming cancellation of order and a refund to be made to my account one saying 3-5 days and another saying 14 days which is pretty disgusting considering they took it straight away! So watch this space as to whether or not my money comes back!
PS Update on the above review. 14.06.24 The money was returned to my account today so thank you for that Equus. I also notice your response to my complaint, similar complaints by many customers and very similar apologies to those customers. Surely you need to up your game and get it right and stop putting genuine purchasers into turmoil. These people won't return to your company to purchase and I certainly won't. At 67 I can ill afford to lose money or cope with the stress you caused me.
25 de maio de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for bringing this to our attention, and we apologise for the inconvenience caused. We understand your frustration with the delay in receiving your order and the conflicting information regarding your refund timeline.
We've processed the refund for your order on the 11th of June. Please note that it may take a few business days for the funds to reflect, depending on your bank's processing times.
If there's anything else we can assist you with or if you have further concerns, please don't hesitate to reach out to our customer service team. We aim to respond to all emails within 48 hours. We're here to help resolve any remaining issues promptly.
Again, we apologise for the inconvenience caused and appreciate your patience.
Best regards,
Loren
Absolutely shockingly terrible service
Absolutely shockingly terrible service, do not ever use this company! Still waiting for my order to even be dispatched! Have sent emails and responded through the form via the website, still no reply! I just want my shirt or money!
11 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello,
Thank you for reaching out to us. We appreciate your feedback, although we couldn't locate your order with the information provided.
Please can you provide us with more information on your order details, and we will be more than happy to assist.
We look forward to resolving any issues or concerns you may have.
Many thanks,
Loren
Worst company in the world ordered…
Worst company in the world ordered boots 15 may no sign on them in June
Well over 10 working
There can’t be bothered attitude unbelievable I would by a tooth pick from this disgraceful people
Waited for these boots half the day then they cancelled my delivery because I mention putting a claim in with Barclay Card .
MASSIVE WARNING DO NOT ORDER FROM THESE COWBOYS!!!
3 de junho de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Mark,
Thank you for reaching out and sharing your experience. We deeply regret the frustration and inconvenience you have faced with your recent order of boots. Your feedback is crucial in helping us improve our services, and we apologise for any distress caused.
We understand the importance of timely delivery and are sorry to hear that the delivery attempts were unsuccessful initially. Our records indicate that FedEx attempted to deliver your boots on two occasions, but they were unable to do so because no one was available to receive the package. The delivery was never cancelled one our side. However, we are pleased to note that the delivery was successfully completed on the third attempt.
Please know that your satisfaction is important to us and we thank you for bringing this to our attention.
Kind regards,
Loren
Absolutely shocking BAD service
Absolutely shocking bad service. Ordered fly rug, 10 days later it still hadn’t been despatched, emailed 3 times asking for refund and followed with Facebook message before anyone bothered to get back to me. Then received the excuse of warehouse issues and bank holiday (which was 9 days after order was placed) and that she’d emailed the warehouse manager to remind him to send the rug out in next 24 hours… I replied asking once again for a refund and no surprise… I have had no response! Will NEVER be back, and would not recommend.
29 de maio de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Victoria,
We sincerely apologise for the experience you had with your recent order. Your feedback is incredibly important to us, and we regret any inconvenience caused by the delay in processing your fly rug order and the subsequent communication issues.
We want to assure your refund was issued the day after your last communication. Depending on your bank, you should see the funds returned to your account shortly.
We understand your frustration with the delays and the lack of timely communication. Please know that this does not align with our usual standards, and we are taking steps to address the underlying issues to prevent similar situations in the future.
Once again, we apologise for any inconvenience caused. If you have any further concerns or if there's anything else we can assist you with, please feel free to reach out to us.
Warm regards,
Loren
I ordered several items last summer and…
I ordered several items last summer and only received 1 item. Never heard from altho I constantly emailed, messaged and rang. Then found out they had gone bust and been bought out. Still no refunds or goods and as it was past 120 days the credit card company couldn't do a claim back. BUYER BEWARE
3 de junho de 2023
Avaliação não solicitada
Resposta da EQUUS
Dear Yvonne
We apologise for the inconvenience you've experienced. We understand your frustration, but unfortunately, as the new company, we are unable to issue refunds for orders placed with the previous company before the change in ownership.
If you have any further questions or concerns, please don't hesitate to reach out to us directly.
Sincerely,
Loren
Gave them another chance, which I now regret.
Gave them another chance, which I now regret and can't get an answer. Ordered when it said took up to 10 days to leave warehouse. Ok, chased up and was assured it would definitely leave by the end of 10 days. On the 11th day I chased it up and was then told some bull about stock issues, so there is a delay but cannot determine how long. Website still says 7 in stock. So not sure what to believe. But am pretty miffed I fell for them again! My mistake.
15 de abril de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Hannah,
I apologise for the inconvenience you experienced with your recent order. It's disappointing to hear that we fell short of meeting your expectations, especially after giving us another chance.
We take your feedback seriously, and I want to assure you that we are actively working to improve our processes to prevent similar issues from happening in the future. I can assure you that this item is due into our warehouse within the next couple of days and will be with you as soon as possible.
If there's anything else we can assist you with or if you have any further concerns, please don't hesitate to reach out to us. We value your business and hope to have the opportunity to restore your trust in us.
Kind regards,
Loren
The only reason I didn’t put 5* is…
The only reason I didn’t put 5* is because my purchases turned up in 3 separate parcels/days, but they did all came next day delivery (I just had free postage due to the amount I spent) & received everything in 8 days of purchasing.
It was the cheapest I could buy the products online too & received good communication via email when I had a question.
26 de abril de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Chelsea,
Thank you for your review! We're thrilled to hear that you received good communication from us and that your purchases arrived promptly.
We apologize for the inconvenience of your items arriving in separate parcels on different days. We're constantly working to improve our shipping process, and your feedback helps us do just that.
If you have any further questions or need assistance, please don't hesitate to reach out. We look forward to assisting you again in the future!
Kind regards,
Loren
Not Bad
Ordered two pairs of boots for my daughter and they arrived quickly and I was able to track the delivery, thank you.
Only negative is this company doesn't have a phone number which I need to return my parcel.
3 de abril de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Anna,
Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our delivery service prompt and efficient.
Regarding your concern about returning your parcel, we understand the importance of having multiple channels of communication available to our customers. While we currently do not offer phone support, our customer service team is readily available via email to provide you with the necessary assistance and guidance through the return process. Additionally, we continuously strive to improve our customer experience, and your feedback regarding the phone support option is duly noted for consideration in our future enhancements.
Once again, thank you for choosing EQUUS, and we look forward to assisting you further with your return process.
Kind regards,
Loren
Made a mistake in placing an order…
Made a mistake in placing an order recently, sent e mail to Equus customer services seeking their help, received a speedy reply from Melinda offering help.
Although original order could not be corrected, with the help of Melinda original order was cancelled and new revised order placed.
First class customer service
19 de março de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Claudette,
Thank you for your 5 star review! I am so pleased to hear that Milena was such a big help in getting the correct order placed and cancelling the other order. I really hope you like your items.
Kind regards,
Loren
Great custoemr service
Unfortunately the jodhpurs we wanted weren't in stock, but customer service team were very helpful and polite and always kept me informed of what was happening. They refunded me immediately when they realised they weren't going to be able to fulfil the order.
27 de fevereiro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Ros,
Thank you for your 4* review. I am sorry to hear about your item being out of stock and hope this has not put you off ordering in future. However, I am so pleased that the customer service team were helpful and provided your refund right away!
Kind regards,
Loren
this is not an honest company
this is not an honest company, ordered some boots in August 2023, chased them for them, had an email after about a month saying that they were nearly ready to dispatch, then they say they have gone into administration.
12 de outubro de 2023
Avaliação não solicitada
Resposta da EQUUS
Hello Nigel,
Thank you for your review. Unfortunately, EQUUS did go into administration on the 19th of September 2023 and was subsequently bought out by another company and has chosen to continue trading under the name EQUUS. An email was sent to explain this to customer in September however I apologise if you perhaps did not receive this. Under the new company, we are unable to fulfil order placed before the 19th of September 2023. I would recommend contacting your bank to open a chargeback to receive your money back.
Kind regards,
Loren
I bought two muzzles and sent them back…
I bought two muzzles and sent them back £61 and still not received any of my money back will never buy from this company or whoever has taken over
26 de agosto de 2023
Avaliação não solicitada
Resposta da EQUUS
Hello Sabina,
Thank you for your review. I am unable to find your order with the name left. Please can you provide some more information for us to take a further look into this.
Kind regards,
Loren
Ordered boots costing £144 on 2 jan
Ordered boots costing £144 on 2 jan , they have failed to deliver within their stated time and are not answering my emails now, initially gave some excuse about a new warehouse which was obviously a lie, avoid as they are a scam
2 de janeiro de 2024
Avaliação não solicitada
Resposta da EQUUS
Hello Jo,
Thank you for your review. I can confirm that there was recently a move into a new warehouse due to the change in management. For more information on this feel free to check the page on our website.
Regarding your order, I can see that this was despatched on the 18th of January which was within our 10-14 working day delivery time frame for when you placed your order. I apologise that this took longer than expected.
Kind regards,
Loren
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