“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”
“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 .”
Hi Simon, I’m truly sorry to hear about your experience. Communication is important to us, and I apologize for the lack of updates regarding your order. Your feedback is valuable, and we will work on improving our service. If you have any further concerns, please reach out to us directly. Thank you for your understanding.
“Nice leather headcollar but packed very poorly resulting in numerous scratches and dents in the leather. When queried, customer service were very slow to respond and had to be chased several times resulting in a rather pathetic £3 refund. I won’t be buying here again unfortunately.”
“I ordered what I had hoped would be an exact replacement for my existing Tredstep suede half chaps. Tredstep is the only make I know that sells chaps in specific calf circumference and leg length. However, when I received them they were too long and too wide. And the quality of the fabric wasn’t as good as my old ones. I realise this is a Tredstep issue, but Discount Equestrian is the retailer. I had to return them at considerable cost to me. I can’t afford to keep doing this. I asked if they would pay for the return postage but I am yet to hear from them. They did do a quick refund, for which I am grateful.”
“Often says you have stock then when you place the order you either don’t have it or it takes weeks to come. You need to sort out your stocking system online … and improve the speed of your service!”
“Unfortunately the item is being return. As the item was totally not fit for purpose. The sizing was totally wrong and wouldn’t have fitted a 7/8 year old let alone a 12 year old”
“Delivery quick which is good. However. When an item is a customer return then make that clear on the sale page. When the customer then asks for help because that was mentioned then don’t come back saying it’s discounted because it’s a return but I can order you a pair at full price. Not recommended.”
“Products and pricing was fabulous.
No warning items were not available at time of order and delivery took over 2 weeks from order. I had to chase for an answer regarding rugs. And no offer if refunding postage or anything.”
