Equestrian Collections.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Although I finally have been fairly compensated by Equestrian Collections (EC) I disagree with their response on the CSR’s service and therefore do not feel resolution since this is the main reason for my complaint to the Revdex.com in the first place Firstly, EC states in their response “the nature of the online retail business dictates that items can be sold out at the vendor and it takes a few business days for that information to flow through to the customer giving vendors 1-weeks to fill orders ” EC does not inform customers at the time of purchase that this is the way they conduct business EC has chosen to do business in this way, however most online businesses do not do business in this way in my experience In fact, I later found multiple complaints in online reviews of EC for this exact practice I only wish I had read these reviews prior to doing business with EC It has been an especially bad fly season and my horse suffers terribly with allergies from fly bites After much research, I found the ***’s fly sheet would give her the best coverage and was anticipating its’ arrival shortly after purchasing it through EC on 7/23/ On 8/4/15, after nearly two weeks had passed and EC’s tracking was not functioning, I contacted EC for help with tracking my package This is when the CSR informed me that the ***’s fly sheet was sold out I then asked the CSR when did they discover that the ***’s fly sheets were sold out and she informed me they found out on 7/28/(Why does it take them five days?) So I asked her why had a week gone by without them notifying me and she had no answer If I had not called in for help with tracking, how much longer until they would have notified me? If they had contacted me immediately, I may have been able to find the desired first-choice ***’s fly sheet through another company but by August 4th they were sold out everywhere so I had no option but to go with my second choice fly sheet I was very dissatisfied with the lack of concern for my horse and the incompetency in service and decided at this point to not trust this company with my business in the future As a sidenote, my second choice fly sheet that I purchased through another very reliable equestrian online company arrived in five days Secondly, after weeks on 8/8/I finally received the other items from my 7/23/order (fly mask & fly boots) On 7/23/at the time of order, I asked the CSR about the sizing for both the fly sheet and fly mask to make sure that I was getting the correct sizes for my horse The CSR stated that the “HORSE” size fly mask should fit my horse On 8/8/15, the fly mask appeared to fit my horse when I put it on her for the first time If I would have known about the defect I would have returned it immediately Two days later, I found flies under the mask and realized it was defective in sizing I followed EC’s own return policy instructions stating they would only accept returns that were washed I was willing to accept an exchange for different sizing but I completely understand if they don’t want to resell a defective mask that another horse has had on with flies irritating her eyes At the least, I expected a refund for the defect in sizing Instead, the CSR’s response was there was nothing they could do for me I suspect she was reading notes of my previous dissatisfaction with how they handled the sold out fly sheet as she became defensive and rude Perhaps they claim that I became rude because I insist on professional service I told the CSR again that I was dissatisfied with the service I was receiving and asked to speak with the manager multiple times but she repeatedly refused! Of course at this point I was frustrated that I trusted this company with my money and they responded with matter-of-fact cockiness Their customer service behavior was downright disgusting! I was willing to be reasonable and discuss the matter with the management I was appalled with the CSR’s arrogance in refusing me the right to attempt to resolve the matter with the management and I don’t believe that employing this caliber of people is good for the longevity of EC business I was left with no other choice but to contact the President of EC who claims to expect excellent customer service He expediently resolved my concerns and refunded me in full In retrospect, why didn’t his CSR team respond with the same tact, professionalism and concern for the customer? It would have saved them more bad reviews and the contact of the Revdex.com Regards, [redacted] ***

Hello,The [redacted] listing states the following:Amish made, soft padded leather dog collarMatching lead availableBrown collar has solid brass hardware, black collar has stainless steel hardwareAttach an engraved name plate! As previously stated we do apologize that the customer misunderstood the listing The hardware refers to the buckle on the collar A name plate can be attached to the collar, but it is not included with the purchase of the collar as we do not currently offer any personalizing/engraving service Therefore, as a courtesy, we are happy to offer $off each of the collars purchased

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] *** PSI know who not to do business with now

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello,There was a typographical error on the listing and the pricing was for a foot hose Please review our terms and conditions:ERRORS, INACCURACIES, OMISSIONS AND COLORSOccasionally there may be information on the Website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availabilityWe reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order)It’s our goal to accurately display the color of the products offered for sale on the WebsiteHowever, because the rendition of the color you see depends on many factors including your monitor, we cannot guarantee your monitor will display the color accuratelyIf a product you order is not as described, your sole remedy is to return the item in an unused condition for a refund of the purchase price; subject to our policy on returns and refunds

Hello,We do apologize that the customer misunderstood the listing description that a name plate could be added to the collar for personalizing The listing does not state the name plates would be included with the collars As a result we offered a $partial refund or $off each collar purchased If the customer was not satisfied with this resolution we stated they were welcome to return the collars for a refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Although I finally have been fairly compensated by
Equestrian Collections (EC) I disagree with their response on the CSR’s service
and therefore do not feel resolution since this is the main reason for my
complaint to the Revdex.com in the first place
Firstly, EC states in their response “the nature of the
online retail business dictates that items can be sold out at the vendor and it
takes a few business days for that information to flow through to the
customer. …giving vendors 1-weeks to
fill orders…” EC does not inform
customers at the time of purchase that this is the way they conduct
business. EC has chosen to do business
in this way, however most online businesses do not do business in this way in
my experience. In fact, I later found
multiple complaints in online reviews of EC for this exact practice. I only wish I had read these reviews prior to
doing business with EC
It has been an especially bad fly season and my horse
suffers terribly with allergies from fly bites.
After much research, I found the ***’s fly sheet would give her the
best coverage and was anticipating its’ arrival shortly after purchasing it
through EC on 7/23/15. On 8/4/15, after
nearly two weeks had passed and EC’s tracking was not functioning, I contacted
EC for help with tracking my package.
This is when the CSR informed me that the ***’s fly sheet was sold
out. I then asked the CSR when did they
discover that the ***’s fly sheets were sold out and she informed me they
found out on 7/28/(Why does it take them five days?) So I asked her why had a week gone by without
them notifying me and she had no answer.
If I had not called in for help with tracking, how much longer until
they would have notified me? If they had
contacted me immediately, I may have been able to find the desired first-choice
***’s fly sheet through another company but by August 4th they
were sold out everywhere so I had no option but to go with my second choice fly
sheet. I was very dissatisfied with the
lack of concern for my horse and the incompetency in service and decided at
this point to not trust this company with my business in the future. As a sidenote, my second choice fly sheet
that I purchased through another very reliable equestrian online company
arrived in five days
Secondly, after weeks on 8/8/I finally received the
other items from my 7/23/order (fly mask & fly boots). On 7/23/at the time of order, I asked the
CSR about the sizing for both the fly sheet and fly mask to make sure that I
was getting the correct sizes for my horse.
The CSR stated that the “HORSE” size fly mask should fit my horse On 8/8/15, the fly mask appeared to fit my
horse when I put it on her for the first time.
If I would have known about the defect I would have returned it
immediately. Two days later, I found
flies under the mask and realized it was defective in sizing. I followed EC’s own return policy
instructions stating they would only accept returns that were washed. I was willing to accept an exchange for
different sizing but I completely understand if they don’t want to resell a
defective mask that another horse has had on with flies irritating her
eyes. At the least, I expected a refund
for the defect in sizing. Instead, the
CSR’s response was there was nothing they could do for me. I suspect she was reading notes of my previous dissatisfaction with how they handled the sold out fly sheet as she
became defensive and rude Perhaps they
claim that I became rude because I insist on professional service I told the CSR again that I was dissatisfied
with the service I was receiving and asked to speak with the manager multiple
times but she repeatedly refused! Of
course at this point I was frustrated that I trusted this company with my money
and they responded with matter-of-fact cockiness. Their customer service behavior was downright
disgusting! I was willing to be
reasonable and discuss the matter with the management. I was appalled with the CSR’s arrogance in
refusing me the right to attempt to resolve the matter with the management and
I don’t believe that employing this caliber of people is good for the longevity
of EC business. I was left with no other
choice but to contact the President of EC who claims to expect excellent
customer service. He expediently
resolved my concerns and refunded me in full.
In retrospect, why didn’t his CSR team respond with the same tact,
professionalism and concern for the customer?
It would have saved them more bad reviews and the contact of the Revdex.com
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
How is the company planning to issue the credit? By email, by mail, on account?
If by mail, please inform the company of my CORRECT ADDRESS (which is also incorrect on the Revdex.com complaint form):
*** * *** *** ***
*** *
Arlington, VA ***
Regards,
*** ***

Hello,The [redacted] listing states the following:Amish made, soft padded leather dog collar. Matching lead available. Brown collar has solid brass hardware, black collar has stainless steel hardware. Attach an engraved name plate!  As previously stated we do apologize that the customer misunderstood the listing.  The hardware refers to the buckle on the collar.  A name plate can be attached to the collar, but it is not included with the purchase of the collar as we do not currently offer any personalizing/engraving service.  Therefore, as a courtesy, we are happy to offer $5 off each of the collars purchased.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Although I finally have been fairly compensated by
Equestrian Collections (EC) I disagree with their response on the CSR’s service
and therefore do not feel resolution since this is the main reason for my
complaint to the Revdex.com in the first place.
Firstly, EC states in their response “the nature of the
online retail business dictates that items can be sold out at the vendor and it
takes a few business days for that information to flow through to the
customer.  …giving vendors 1-2 weeks to
fill orders…”  EC does not inform
customers at the time of purchase that this is the way they conduct
business.  EC has chosen to do business
in this way, however most online businesses do not do business in this way in
my experience.  In fact, I later found
multiple complaints in online reviews of EC for this exact practice.  I only wish I had read these reviews prior to
doing business with EC.
It has been an especially bad fly season and my horse
suffers terribly with allergies from fly bites. 
After much research, I found the [redacted]’s fly sheet would give her the
best coverage and was anticipating its’ arrival shortly after purchasing it
through EC on 7/23/15.  On 8/4/15, after
nearly two weeks had passed and EC’s tracking was not functioning, I contacted
EC for help with tracking my package. 
This is when the CSR informed me that the [redacted]’s fly sheet was sold
out.  I then asked the CSR when did they
discover that the [redacted]’s fly sheets were sold out and she informed me they
found out on 7/28/15 (Why does it take them five days?)  So I asked her why had a week gone by without
them notifying me and she had no answer. 
If I had not called in for help with tracking, how much longer until
they would have notified me?  If they had
contacted me immediately, I may have been able to find the desired first-choice
[redacted]’s fly sheet through another company but by August 4th they
were sold out everywhere so I had no option but to go with my second choice fly
sheet.  I was very dissatisfied with the
lack of concern for my horse and the incompetency in service and decided at
this point to not trust this company with my business in the future.  As a sidenote, my second choice fly sheet
that I purchased through another very reliable equestrian online company
arrived in five days.
Secondly, after 2.5 weeks on 8/8/15 I finally received the
other items from my 7/23/15 order (fly mask & fly boots).  On 7/23/15 at the time of order, I asked the
CSR about the sizing for both the fly sheet and fly mask to make sure that I
was getting the correct sizes for my horse. 
The CSR stated that the “HORSE” size fly mask should fit my horse.  On 8/8/15, the fly mask appeared to fit my
horse when I put it on her for the first time. 
If I would have known about the defect I would have returned it
immediately.  Two days later, I found
flies under the mask and realized it was defective in sizing.  I followed EC’s own return policy
instructions stating they would only accept returns that were washed.  I was willing to accept an exchange for
different sizing but I completely understand if they don’t want to resell a
defective mask that another horse has had on with flies irritating her
eyes.  At the least, I expected a refund
for the defect in sizing.  Instead, the
CSR’s response was there was nothing they could do for me.  I suspect she was reading notes of my previous dissatisfaction with how they handled the sold out fly sheet as she
became defensive and rude.  Perhaps they
claim that I became rude because I insist on professional service.  I told the CSR again that I was dissatisfied
with the service I was receiving and asked to speak with the manager multiple
times but she repeatedly refused!  Of
course at this point I was frustrated that I trusted this company with my money
and they responded with matter-of-fact cockiness.  Their customer service behavior was downright
disgusting!  I was willing to be
reasonable and discuss the matter with the management.  I was appalled with the CSR’s arrogance in
refusing me the right to attempt to resolve the matter with the management and
I don’t believe that employing this caliber of people is good for the longevity
of EC business.  I was left with no other
choice but to contact the President of EC who claims to expect excellent
customer service.  He expediently
resolved my concerns and refunded me in full. 
In retrospect, why didn’t his CSR team respond with the same tact,
professionalism and concern for the customer? 
It would have saved them more bad reviews and the contact of the Revdex.com.
Regards,
[redacted]

Thank you for giving us the
opportunity to address the Complaint filed by [redacted] of Fallbrook California.
On 7/23/15, [redacted] made an
order for a [redacted]-Itch Combo Fly Sheet, size 75; A [redacted] Fine Mesh Fly
Mask with Nose Fringe and Ears, size Full; and 2 [redacted] Collection Fly
Boots.
At the time our computer feed
indicated that these items were in stock at their vendors’ warehouses, and that
is indeed the information that was sent to [redacted].  Unfortunately, the nature of the on-line
retail business dictates that items can be sold out at the vendor and it takes
a few business days for that information to flow through to the customer.  We generally give vendors approximately 1-2
weeks to fill orders by sending products to our shipping warehouse for
packaging and shipment to the customer. 
Everything but the fly sheet
shipped out on 7/29.  On 8/4 we
discovered that the fly sheet was no longer available from [redacted]s.  The customer was very upset, and our customer
service rep went onto the internet to see if she could find this particular
sheet for the customer from a different retailer, but it was sold out at all
retailers that she could find.
At that point the CSR looked
and found a viable substitute for the fly sheet in question from a different
vendor, [redacted] agreed that that sheet would be an acceptable
substitute.   The CSR then called that
vendor to confirm availability.  She
immediately called [redacted] back and updated her that we could get her the
substitute sheet immediately.  [redacted]
told the CSR that she had found that particular sheet on a different website
for less and would prefer to shop on that site.
On 8/10 [redacted] called and
told a Customer Service Rep that the fly mask she had purchased did not fit her
horse, but that she had used it for 2 days and that 2 flies had gotten into the
mask.  She stated that her horse’s eyes
were “covered in puss”, and that she had “lightly washed it” but that it was
“still new”. 
Our policy has always been
that a customer is free to try a product on their horse and if they are not
happy with the fit they can return it with no problem or explanation, we are
happy to take new items back for a refund or exchange.  We cannot take an item back that has been
used, washed, and especially has come in contact with an animal as described
above.
In retrospect the CSR might
have at the time of the phone conversation on 8/4 refunded the customer’s
payment for the fly mask..at that time the customer was very angry, and in fact
verbally abusive to the CSR.  The
following day [redacted] spoke to the President of Equestrian Collections on the
phone, and Ms. D[redacted] apologized for the customer’s frustration and promised to
look into the matter.  [redacted]’s [redacted]
account was immediately refunded for the fly mask.
[redacted] has requested an
exchange for the original fly mask, however we cannot take this item back and
her [redacted] account was refunded on 8/12. 
We would be willing to offer her a refund for the [redacted] fly boots
which she has kept, and we hope that would be acceptable to her to close this
Complaint.
We apologize for the
frustration [redacted] has experienced.

Thank you for giving us the
opportunity to
address the Complaint filed by [redacted] of Fallbrook California
On 7/23/15, [redacted] made an
order for a [redacted]-Itch Combo Fly Sheet, size 75; A [redacted] Fine Mesh Fly
Mask with Nose Fringe and Ears, size Full; and [redacted] Collection Fly
Boots
At the time our computer feed
indicated that these items were in stock at their vendors' warehouses, and that
is indeed the information that was sent to [redacted]. Unfortunately, the nature of the on-line
retail business dictates that items can be sold out at the vendor and it takes
a few business days for that information to flow through to the customer. We generally give vendors approximately 1-
weeks to fill orders by sending products to our shipping warehouse for
packaging and shipment to the customer.
Everything but the fly sheet
shipped out on 7/29. On 8/we
discovered that the fly sheet was no longer available from [redacted]s. The customer was very upset, and our customer
service rep went onto the internet to see if she could find this particular
sheet for the customer from a different retailer, but it was sold out at all
retailers that she could find
At that point the CSR looked
and found a viable substitute for the fly sheet in question from a different
vendor, [redacted] agreed that that sheet would be an acceptable
substitute. The CSR then called that
vendor to confirm availability. She
immediately called [redacted] back and updated her that we could get her the
substitute sheet immediately. [redacted]
told the CSR that she had found that particular sheet on a different website
for less and would prefer to shop on that site
On 8/[redacted] called and
told a Customer Service Rep that the fly mask she had purchased did not fit her
horse, but that she had used it for days and that flies had gotten into the
mask. She stated that her horse's eyes
were "covered in puss", and that she had "lightly washed it" but that it was
"still new".
Our policy has always been
that a customer is free to try a product on their horse and if they are not
happy with the fit they can return it with no problem or explanation, we are
happy to take new items back for a refund or exchange. We cannot take an item back that has been
used, washed, and especially has come in contact with an animal as described
above
In retrospect the CSR might
have at the time of the phone conversation on 8/refunded the customer's
payment for the fly mask..at that time the customer was very angry, and in fact
verbally abusive to the CSR. The
following day [redacted] spoke to the President of Equestrian Collections on the
phone, and MsD[redacted] apologized for the customer's frustration and promised to
look into the matter. [redacted]'s [redacted]
account was immediately refunded for the fly mask
[redacted] has requested an
exchange for the original fly mask, however we cannot take this item back and
her [redacted] account was refunded on 8/12.
We would be willing to offer her a refund for the [redacted] fly boots
which she has kept, and we hope that would be acceptable to her to close this
Complaint
We apologize for the
frustration [redacted] has experienced.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] PSI know who not to do business with now.

Hello,There was a typographical error on the listing and the pricing was for a 25 foot hose.  Please review our terms and conditions:ERRORS, INACCURACIES, OMISSIONS AND COLORSOccasionally there may be information on the Website that contains typographical errors, inaccuracies or omissions that...

may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order). It’s our goal to accurately display the color of the products offered for sale on the Website. However, because the rendition of the color you see depends on many factors including your monitor, we cannot guarantee your monitor will display the color accurately. If a product you order is not as described, your sole remedy is to return the item in an unused condition for a refund of the purchase price; subject to our policy on returns and refunds.

Dear [redacted]:We are in receipt of the Complaint registered above. Thank you for giving us the opportunity to respond. Response is within the 10 day requested timeframe.[redacted] purchased a pair of ER MH Lds [redacted] Dress Boot - Size:7 Short/Regular Color:Black from us on...

5/17/12 and they were shipped to her at:[redacted]Washington DC [redacted] On 5/23/12Which was 2 1/2 years ago,The Manufacturer’s Warranty on these boots is for one year:[redacted] WARRANTY: [redacted] footwear and apparel are fully warranted against all manufacturing and material defects for one year from the date of purchase when purchased through an Authorized [redacted] Retailer*. This warranty does not cover damage caused by improper use or care, accidents, and normal wear-and-tear over time. Item must be returned to the original place of purchase for refund, credit, or exchange. The original receipt/proof of purchase is necessary for all claims.The customer has been using the boots well beyond the Warranty date.While we do offer a 100% Guarantee on our products and services, it is a good faith guarantee and is not intended to be for the life of every product sold.The customer did contact us regarding the boots during the Holidays and the boot vendor was closed for their Christmas/New Year’s break and inventory, so we were not able to reach them until after that time to confirm their Warranty. Since the customer proceeded to the Revdex.com with this complaint, we did not contact her directly after that. We needed to contact the vendor to see if they wanted the damaged boots back before we proceeded with a return label.
The customer states she would like a refund, however, since she had the use of the boots for 2 1/2 years that clearly is beyond a reasonable expectation for this situation,,.however, we will agree to offer [redacted] a store credit in the amount of $207.20, which is the price she paid for the boots in 2012.[redacted], please confirm receipt of this reply.Sincerely,Debby S
Customer Service Manager

Hello,We do apologize that the customer misunderstood the listing description that a name plate could be added to the collar for personalizing.  The listing does not state the name plates would be included with the collars.  As a result we offered a $15 partial refund or $5 off each collar...

purchased.  If the customer was not satisfied with this resolution we stated they were welcome to return the collars for a refund.