Barnstaple Equestrian Supplies Arvostelua 

Vastaus yritykseltä Barnstaple Equestrian Supplies

Päivitetty 12.6.2025

Good morning Lorraine, we are so sorry to see you appear to have had an issue with a delivery. We take any delays to orders very seriously as we understand how important receiving an item on time is to our customers.

I have looked into the for you and can confirm.

1. Your order was received at 11:20 on Monday the 26th of May and was picked and packed at 12:33 on Monday the 26th of May.

2. Please note that Monday the 26th of May was a Public Bank Holiday

3. Your item was collected by DX on the 27th of May with a tracking confirmation email sent to you.

4. Looking at the tracking your order was delivered on Thursday the 29th at 13:23

5. I do see that the item did not arrive with the depot until the 29th and I recall that there were considerable traffic issues in our area at the time, this could have delayed the delivery driver from arriving back at the depot.

6. I of course understand that you would have still been expecting your parcel on the 28th but I hope that you can see that the issue was not with ourselves but due to issues in our area that would have been out of everyones control.

7. I have looked into why you received no communication and I can only see 1 email from you which we received at 7:11am on Thursday the 29th of May. I am sorry that this email was not acknowledged which is standard practice for us, however, I imagine that would would have checked the tracking as you would have been able to do, and seen that the parcel was out for delivery. As this was the only communication from you and seeing that your parcel had been delivered we were unware that you were so unhappy with us to give a 3 star review.

Whilst we all strive to achieve the very best of service to our customers, unfortunately occassionally outside events can prevent this from happening. As a gesture of goodwill I have arranged for a store credit of £2 (which is the difference between our express and standard service) to be placed onto your account so that we can show you that this was a most unusual event.

Vastaus yritykseltä Barnstaple Equestrian Supplies

Päivitetty 12.6.2025

Good afternoon Rebecca

We are so sorry to hear that your order was delayed and totally understand how important it is for you to have received this.

I have looked into why this was delayed and can see that the item purchased was marked on our website as off site warehouse and that off site items can take slightly longer to process.

1. Your orders was receive on Friday the 16th at 18:46

2. We commenced processing on Monday the 19th at 10:07

3. Monday the 26th was a Bank Holiday

4. We received and despatched your order on the Thursday the 29th

5. To speed up the delivery time, we, free of charge, upgraded your delivery to a next day service with DX and your parcel was delivered by them on the 30th of May at 13:40. This we will sometimes do if we have just had a Bank Holiday as we have found customers have not factored in this is not a work day.

6. Your order was processed in 8 days and receive in 1 day, our standard delivery is 7 working days.

We are sorry that your expectation of the delivery for an off site item was not meet, however, we do explain in several places on our website that there is a delay in ordering stock when it has to come to us. There was also a delay of a Bank Holiday during this time which needs to be considered.

We always work hard to strived for the very best of customer service and never like to disappoint however, the time scale your order was processed in is standard for off site items and this is reflected in the extremely competative prices we offer.

Vastaus yritykseltä Barnstaple Equestrian Supplies

12.6.2025

Hi Isle thank you so much - it's great to hear you " Will Be Back"

Vastaus yritykseltä Barnstaple Equestrian Supplies

12.6.2025

Good afternoon Kim

We are so sorry that you felt we let you down to this degree, I have looked into why this had happened.

1. You placed your order on Friday 25th of April at 21:57

2. When you placed your order you would have seen that the items you purchased, which were to John Whitaker Rugs priced at £20.40 were coming from an off site warehouse.

3. You would have also seen this in your shopping cart when placing the order.

4. We started to process your order on Monday the 28th.

5. An order was placed with the supplier which we received on Monday the 5th of May. Unfortunately when this order arrived the items for your order had not been included.

6. On contacting the supplier they confirmed that they were out of stock.

7. I then personally called you up on the 5th of May at 4:36 to explain the situation.

8. During the call I explained the issue and I offered you an alternative which you did not want and so I explained that I would organise a refund for you, which was actioned at 4:39.

We are sorry that your expectations were not met, however, looking at your order, it was processed as per our terms and and more with a personal phone call to explain and to provide an opportunity to solve the issue.

With regard to your issue regarding drop shipping, yes we do drop ship with some of our suppliers, which is a very effective and efficient service and we also order from suppliers for despatch by ourselves. All very standard in todays ecommerce, allowing us to offer such a wide range and amazing well priced products.

Unfortunately on your order there was a stock issue, however, as we endeavour to offer a 5 star service we are always happy to phone up and talk with our customers, we are then able to actually have a personal conversation with them, something that we actually enjoy doing.

On looking at how your order was processed, this was processed with our time scale and you were notified within the 7 days we show as our despatch time, especially if an item is coming from off site which we say in several places during the ordering process.

In answer to your points above

1. You never heard from us, you would have received a confirmation email, plus you would have received an email saying the items had been ordered (We do find that some emails can be missed by going into peopls junk folder.)

2. You heard nothing for 10 days - from the time you placed your order on the evening of Friday the 25th April to the 5th of May was just 5 working days.

3. You waited a further 2 days - we received an email from you on the 5th of May and you were phoned up that afternoon.

4. During the call I said I would refund you and you were not just refunded without knowing.

5. You were refunded within 3 minutes of the call.

6. You did not need to chase for a refund - it is not right that you can cast aspersions that you did.

As a small company we are totally passionate about offering an excellent customer service. Sometimes things just don't quite as smoothly as they should but to me a great customer service is when a company is there to help with such issues.

I will leave it to any readers interpretation of events but I am quite offended that someone can give such a negative review and be derogatory about my business that I have built up for the last 10 years.

If are considering shopping with us - do please pick up the phone and we will happy alleviate any concerns my phone number is 01271 850278.