Equine Essentials Direct Reviews

Dear Customer

We are very sorry that you had this experience. We were completely at fault and cannot apologies enough.

However, re the refund that's a little concerning to us as it was processed on the day that you requested the cancellation (20th Feb). I have just double checked this and it should 100% be with you. If it is not please contact us at your earliest convenience and we will contact paypal to find out what is happening.

Many thanks

Laura

Director

Hi

I am so sorry about the service that you have received. I fully appreciate that it has been  a disappointing service on this occasion. For this I can only apologise.

I don't know if the times you have visited our store in Denham have been the only time but we do try to take extra care with our customers and help them with their requirements as much as we possibly can and it is regrettable that the products that you required when you visited were not there. We have been in a transitional period between the two stores where some items where in one store and some were in the other.

Also, we are a small company with a small team so sometimes there simply is not enough hours in the day to get everything covered. I appreciate that this is not an excuse but we do try to provide the best possible service that we can but I understand that occasionally things get forgotten or not carried out as we are only human. However, when we do realise something has not quite gone to plan we try to rectify the situation as quickly as possible.

I appreciate you do not intend on coming back but if you were to ever think about re-visiting and wanted to ensure that you did not have a wasted journey you can always call or email us to confirm that we have what you require in-store to avoid disappointment.

As for not having essentials in-store again I'm sorry you feel this way but we do have a lot of stock between our Denham and Chesham store and if we have gone out of stock of particular items again that is regrettable but something in retail we can not always avoid due to manufacturers not having the supply or because again we are simply a small team and miss that something has gone out of stock but do inevitably try to get items that may not be back in stock as quickly as possible for our customers to try to provide a good service. I appreciate at the moment this is not your opinion of us, given your recent experience.

As a mark of acknowledgement that you have had a grievance with us, I have emailed you a code - for you to use if you come in-store which will give you 20% off that shop with us.

If you ever have an issue with Equine Essentials again please contact me directly and I will give you my upmost attention.

Kind regards

Laura