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Best Friend Equine Supply

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Reviews Best Friend Equine Supply

Best Friend Equine Supply Reviews (1)

Review: They make a Best Friend Grazing muzzle, but they are no one's best friend I can assure you that. In August I placed an order for a grazing muzzle for my sick horse. It took almost 4 days for them to process the order and send it out but when they did I was send a UPS tracking number. I paid premium shipping for this. Every day I would as the UPS driver if he had seen the package, and everyday nothing. The UPS website reported "Out For Delivery" After the date of delivery had passed I called the company. Apparently they shipped my parcel which I paid premium shipping for parcel post. I do not get parcel parcel post delivery to my shipping address. I was very upset. I called the company and the sales associate was rude. She said they could ship it anyway they wanted it, regardless of what shipping price I paid. She said it stated so on their website. I was furious. I asked for the owner and he refused to get on the phone. An hour later I get an email of a refund to my credit card. I immediately called another company and the muzzle was shipped overnight and received that following Monday. Very late but I was ok with that. Today I received a charge of the muzzle I had ordered and never received on my credit card. Again, I immediately contacted them. What is happening now? Well after hours of detective work it turns out the muzzle somehow made it's way to my post office box which had nothing to do with the order I placed. It was never mentioned once in the order so I am not quite sure how it ended up there or where they received the address. It is not my billing address. So I now have the muzzle.Once again I contacted them and no one response to a voice message or email. How is that a company can just refund and charge on your credit card without ever contacting you and without authorization. And why won't they want to help.I believe this is unacceptable behavior and quite fraudulent. I paid for premium shipping and now forThey also delete negative reviews from their product reviews..Desired Settlement: I would like to send them back their product that I had originally never received but they have to pay to have it shipped back to by sending me a prepaid shipping label. And I want a full refund to my credit card. The order I placed was not for the address I received the package at, and only after hours of detective work did I find out what happened. Not once did anyone from that company call me. They also recharged my credit card without authorization. I want an apology for bad service.

Business

Response:

Re: ID [redacted]

On August 5th, the customer placed her order online. On August 6th, we shipped her order via UPS Sure Post to the shipping address that she provided on her order. We sent her an email update with the UPS Sure Post tracking number. Our website offers two forms of shipping methods, Standard or Express Mail. On our shipping page, it clearly states that for Standard Shipping, we will use either UPS or USPS and if the customer has a preference, they can simply put it in the comments box on their order. We have a lot of customers who do just that.

On Friday August 9th, (the 3rd business day of shipment of the package) the customer called in the late afternoon and was extremely rude to our customer service representative. Our rep tried to answer her questions and complaints, but was repeatedly interrupted by obscenities from the customer.

She was upset because the tracking information stated that her package was undeliverabie as addressed. Apparently, her address does not receive mail. This is a problem because we shipped it through UPS Sure Post which means that UPS ships the package but then hands it off to her local post office, who then delivers it to her. Since she never put any comments in the order saying that her address does not receive mail, we assumed this method of shipping would be fine.

On the phone, she proceeded to call our Rep horrible names and screamed obscenities before hanging up. She had also requested to speak with the owner, so our Rep put her on hold. However, the owner was busy on another phone line at the time, which we told her.

We never called her back because it was impossible to actually talk to her or solve any problems in a normal fashion. We were also already receiving emails from her, so we assumed that was an easier form of communication.

After the phone call, our representative immediately refunded her in full because it looked like the package would be returning back to us since it was classified as undeliverable.

On August 15th, we tracked the order again because we had yet to receive it back. The tracking showed us that on August 13th it had been delivered. To confirm, we called the post office in [redacted] and the postal clerk told us that the package had indeed been picked up. Because her address does not receive mail, and the UPS Sure Post delivers it to the post office, it was sent to the wrong town's post office. That post office then sent it up to her local post office and that is when it was picked up by the customer. All of that had been done solely by the United States Postal Service, unbeknownst to us. Because the package had actually been delivered, we had charged her credit card for $50.20 ($42.25 for the item and $7.95 for Standard Shipping). Please note, that we shipped her package on August 6th and it was delivered on August 13th. That is only 5 business days, though she had said that it took us 4 days to process and then she had to wait a week for it. From the date she placed her order, August 5th, to the date it was delivered, August 13th, it was only 6 business days. That is not even a full week. It would have been delivered much faster if she had simply put in the comments box what her shipping preference was.

The customer received an email confirmation of the credit card charge and she then sent us many angry emails. We tried to explain to her that we had charged her because she had the product. After receiving many more rude emails from the customer, our Representative contacted the owner and they decided that the easiest thing to do would be to refund her in full and let her keep the product. On August 16th, we refunded her credit card in full for the original amount of $50.20.

Somehow, she still was not satisfied with this and demanded that we send her a pre-paid shipping label to have it shipped back to us. We had already refunded all of her money and let her keep the product (meaning that we have lost money on having to deal with this customer). We felt that we were being quite generous in letting her keep the item.

Sn conclusion, we shipped this customer's order to the address that she provided, and even though the shipping method was not able to comply with her address, it was still delivered in a timely fashion. Again, it would have been delivered a few days quicker had she provided us with what shipping method was ideal for her. When she contacted us, we tried our best to talk to her; however, she would not let us help as she continually interrupted us and yelled over top of us on the phone.

We have lost money over her one order. We have refunded her credit card in full, we have let her keep the product and several employees here have had to spend many hours over this one customer. One employee was even verbally assaulted by her over the phone. We feel as though we have done everything in our power to satisfy this customer and still nothing will make her happy.

Best Friend Equine Supply [redacted]

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Description: Horse Equipment & Supplies

Address: 116 King Court Industrial Park, New Holland, Pennsylvania, United States, 17557

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www.bestfriendequine.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Best Friend Equine Supply, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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