“As always, shipping was prompt, and the prices were great. However, I was disappointed by how the shipping cost increase was handled after I had already placed my order.
The website initially charged me a set shipping fee, but the next day, I was informed that the amount I had paid was incorrect and that I needed to cover the difference. While I completely understand that businesses need to account for accurate shipping costs, I would have appreciated a more apologetic and customer-friendly approach in addressing the discrepancy.
The communication I received felt transactional rather than reassuring, which left a sour taste in the overall experience. A little more acknowledgment of the unexpected change and its impact on the customer would have gone a long way.
I hope Discount Equestrian considers refining how they handle such situations in the future, as their pricing and efficiency are otherwise great.
See below this first contact about the increase in cost for shipping:
Your order has been weighed and measured and is ready to dispatch.
The dimensions are 59X40X13 cm and weight is 3.36 kg. The cost to send via UPS is £50.13 and the cost to send via Royal Mail postal service is £32.00 You have paid £20.00. Please can you advise if you would still like the order and which shipping method you would prefer. I will then send you a link to pay the difference.
Once the invoice is paid we will dispatch. Should you wish to cancel your order please let us know and we will arrange that for you.
Kind regards Barbara”
“I ordered some Boots form Discount Equestrian, however due to a mistake by Evri I did not recieve them.
Discount Equestrian were brilliant, sent me out another pair straight away.
Brilliant Customer service and good value for money”
“Very quick delivery of a rug I bought. The rug is very good quality . I have the same stable rug in two weights now. They are cosy, good fit for my ID, and good to wash (if you have a big enough machine.)😉”
“Excellent price for the product. Commmnication wasn’t good as didn’t have any idea when it would be dispatched. After a phone call and leaving a message I was contacted by phone and item sent. It arrived on time for granddaughter’s birthday.”
“The boots are so well made. The comfort soles are a joy to walk in. They look stylish, and being a relative beginner have made a marked difference to my riding.”
“Haynets ordered came in the wrong colour .
Now I have to go about returning
Colour selected was not available but instead of asking a substitute colour was sent which will be a bot awkward as have two horses and their hay needs to be distinguished between .
Trying to contact is difficult .”
“Not very clear on website about delivery times. Customer service isn’t the friendliest. A lot of items out of stock but once you find one and it comes it’s decent and what you asked for.”
