Equestrian Performance 

Fast delivery, made sure my order was here for Xmas

I have been corresponding with Equestrian Performance since mid November as I wanted to buy some products. I emailed and contacted them via FB. As I didn't receive the information I requested I went ahead and purchased the products on line (via ebay and their online shop) on 2 December. After paying for my order I was contacted to say that 3 of the 6 products they were unable to get. I then waited for my order to be posted and when I didn't receive a tracking number I called them a second time from Australia to be told they would have to order one of the products. So why didn't they order the product when I paid for it? I have now been waiting nearly 3 weeks and still don't know where my order is and what they have actually posted. They have sent me a tracking number which does not say my item has actually been sent. I have had to call them twice from Australia to UK to try to sort out my order as they don't answer email and only sometimes respond to FB. Poor communication and poor service as they should not sell goods they don't have and if they need to order items they should do that when the customer orders and pays not when the customer rings up to find out what has happened to their order.

Very good great items with prompt delivery, one item was incorrect but received excellent customer care on phone and correct item was sent immediately

Very difficult to get a response on email or webform - have to constantly send emails or forms just to get a response but no real answers. Chasing refund for week - still no news of the money :

I have searched for ages to find a stockist of the Bucas rugs who has them actually in stock rather than order only, and has the full range. Equestrian Performance has this, and has them at a reasonable price (eBay was the same or more expensive!) and delivered promptly. I have since been using them for other items and they are quickly becoming my favourite supplier!

After my first purchase with Equestrian Performance, I must say I am very pleased with everything from them. After I was unsure about my items purchased, I phoned them up for advice and they were more than willing to help me through my purchase to make sure I got the correct items.

When the items were shipped out to me, they arrived within the advised delivery period, they were also packaged very well!

Would definitely recommend this company and will be making more purchases soon.

Not only did EQP have all my items in stock they also gave good advice about my order. The delivery was well packed and came quick. I would recommend them to anyone.

I ordered a box of Paddywack dog treats from this company via Amazon. Unfortunately, although the black bin liner they had used as external packaging was intact the inner box was very badly damaged, resultiing in the contents being broken and much of it reduced to powder.

They enclosed a flyer requesting that if anybody intended to give less than 5* feedback on Amazon to call them first to give them the opportunity to address any problems.This i did and was asked to send photos of the damage.

Owing to problems with my pc i was unable to send the pics as requested. I have done this before without any difficulty but on this occasion my pc was playing up. My word was not good enough (i only phoned as the flyer asked me to!) and they refused to do anything and accused me of being unable to use my pc properly.

Dog very pleased with undamaged bits of Paddywack and i have since found a seller who is cheaper so will be using them in future.


UPDATE 06/12/2015

Trader says they have no record of my transaction - what a surprise. To clarify item was bought on Amazon from trader calling themselves AP Motor Store (strange place to sell animal feed...) but package received from Equestrian Performance - documents in package were from Equestrian Performance and telephone conversation at the time was with Equestrian performance. Both companies operate out of same business address in Mirfield. Of course the have no record - neither do i! My Amazon invoice says AP Motor Store and credit card transaction says Amazon. I dare say they will get this removed so i hope until it is my experience will help warn other potential customers what to expect.

I ordered two bags of animal feed and was told the following day that they had been dispatched (this equates a contract being taken, terms agreed upon, ie, price offered and price paid is accepted)
When I contacted them a WEEK later to enquire where my feed was, I received an email back to say that they were out of stock of the animal feed. I had to ask for this info though, no one bothered to contact me at all.
They said they would send the food through once they had more stock. (Still no mention of issues with the order, no cancellation, no price issues etc)
Much later again (over a week later) I had to contact THEM again to enquire about the order. This time they stated that I 'had missed the pricing issue with the food' and they were not going to continue with the order from there, They would send me one bag of food but that's it.

I went straight to citizens advice about this and they got back to me very fast to state they are passing this onto Trading Standards as the law regarding contracts had been broken. They also gave me a break down of how contracts worked with distance selling.
When I responded to EquestrianPerformance's email about this and stated, as told to do so by Citizens Advice, the contracts law and asked for my TWO bags of feed within 30 days (citizens advice said 14 days, I gave them a bit more time weirdly) I received one back to say I had been 'very threatening, which they assured me, Amazon agreed with, and they therefore will not correspond any longer with me and will from now on ignore my correspondence to them'.
I contacted Amazon who informed me this is incorrect and the company should not have used Amazon's name in this case.
I am two bags of animal feed down as well as the money...
However, trading standards are being great about this, and have assured me that they are indeed acting incorrectly regarding contracts and they will be looking into this