EQUUS Bewertungen 9.067

Antwort von EQUUS

28. Aug. 2024

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

Antwort von EQUUS

27. Aug. 2024

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

Antwort von EQUUS

28. Aug. 2024

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

Antwort von EQUUS

27. Aug. 2024

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

Antwort von EQUUS

16. Aug. 2024

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

Antwort von EQUUS

13. Aug. 2024

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

Antwort von EQUUS

13. Aug. 2024

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

Antwort von EQUUS

12. Aug. 2024

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

Antwort von EQUUS

9. Aug. 2024

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

Antwort von EQUUS

6. Aug. 2024

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

Antwort von EQUUS

6. Aug. 2024

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

Antwort von EQUUS

6. Aug. 2024

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

Antwort von EQUUS

24. Juli 2024

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

Antwort von EQUUS

22. Juli 2024

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

Antwort von EQUUS

22. Juli 2024

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

Antwort von EQUUS

15. Juli 2024

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

Antwort von EQUUS

9. Juli 2024

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

Antwort von EQUUS

9. Juli 2024

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

Antwort von EQUUS

9. Juli 2024

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

Antwort von EQUUS

9. Juli 2024

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