Massager was damaged in transit…
My unit arrived in a very smashed up box and I was worried about the massager. When I took it out it definitely had something broken rattling around inside. I contacted Vital Horse and they got back to me immediately, requesting photos of the damaged package and a video that deminstrated the rattling inside the unit. They told me they would immediately send me a new unit and that I did not need to return the damaged unit. I was so happy with their response as I live in another country and the return postage was going to be prohibitive. My new unit arrived today and it works perfectly. My old horse loved it on the first try. This will help him so much going into a cold Canadian winter as he gets very cold backed even when blanketed. I don’t think I have ever had such an exemplary customer service experience. If I could give 10 gold stars for this company and its product I would!
Vastaus yritykseltä Vitalhorse
Thank you so much for sharing your experience! We’re thrilled to hear that your replacement arrived safely and is working perfectly.
We’re especially happy to know your horse took to the massager right away. We understand how concerning it can be to receive a package damaged in transit, so we’re glad we could make the replacement process quick and hassle-free for you, especially with the international return shipping concerns.
Wishing you and your horse many comfortable sessions with your Vital Horse this winter! Thank you again for your kind words and for trusting VitalHorse.