Horseloverz.com

This is a big disapointment all the items I ordered are back orderedSo annoyedThe customer service is a joke and the return process is a joke and slow as a snail I have never felt more frustration and no communication towards making something right then with this company

Hello,Upon reviewing our Customer Service email history I have found that we responded to the emails received by the customer: email received a-ticket-date">Nov 8th, at 8:01PMInvoice # [redacted] To: "[email protected]" From: [redacted] < [redacted] @***.com> Hello,I purchased the item from the invoice referenced in the subject line ( [redacted] ) through [redacted] online, thinking it was actually through ***Apparently not but I would like to return this item, it does not fit, we didn't try it on the dog, we can just tell from looking at it that it does not fitPlease supply us with the necessary information on how to and where to return this as well as if it is possible to just return it through ***? Also how will the refund be handled? Thank you, [redacted] response Nov 10th, at 11:04AMPaula To: [redacted] < [redacted] @***.com> From: "HorseLoverz Customer Service" Hello ***, Thank you for contacting usYou are welcome to return any item that is not going to work for you within days of receiptThe item must be in new/unused condition with all the original tags and packaging Please be sure to include the completed return form or a copy of your invoice stating the reason for return and whether you would like an exchange, store credit, or refund Returns should be sent to the following address: HorseLoverZ Attn: Returns [redacted] Hazleton PA [redacted] You are more than welcome to send the item back in whatever way is most cost effectivePlease be sure to make a note of your return tracking numberemailed Nov 18th, at 9:11AM CONTACT: [redacted] To: From: Reply-to: < [redacted] @***.com> Ask a Question Email from: [redacted] Customer Name: [redacted] Customer Email: [redacted] Customer Phone: [redacted] Product Number: Product Name: [redacted] Dog BlanketWebsite URL: ( )Order ID: invoice [redacted] Customer Question:I want to return this, REALLY REALLY SICK OF BEING IGNORED, SHOULD I JUST DO A CHARGE BACK? I HAVE NEVER SEEN SUCH TERRIBLE CUSTOMER SERVICE, AS AN EBAY SELLER IF I TRIED TO PULL THIS CRAP I'D BE BANNED response Nov 18th, at 3:17PMLaura To: < [redacted] @***.com> From: "HorseLoverz Customer Service" Hello, I don’t see any previous emailsWhat seems to the issue please, I would be glad to look into that for you? (the original email was sent from a different email address) emailed Nov 21st, at 5:57AM [redacted] To: HorseLoverz Customer Service From: [redacted] < [redacted] @***.com> Hello,Well, my wife purchased this through ***, we need to return it because itdoesn't fit and [redacted] keeps telling me that your company hasnt responded tothem, I have made probably phone callas to you guys, finally getting ananswer to one days agoI just wanted to clarify what I needed to do toreturn the aforementioned item for a full refund?response Nov 23rd, at 12:08PMLaura To: [redacted] < [redacted] @***.com> From: "HorseLoverz Customer Service" Hello, We apologize that you were having difficultyPlease return to the address below with a copy of the invoice HorseLoverZ.com Returns [redacted] Hazleton, PA [redacted] Our Customer Service department responded to the inquires about how to ship this dog blanket back to our warehouse We are no longer selling on [redacted] so at this time we will fully refund the customer without the need to return the blanket We ask that they donate the blanket to a local shelter

Hello, Upon review, the refund to the original form of payment was processed on 3/and should post on the next credit card statement Road show refunds need to be processed through the same register that the original receipt was processed for accounting purposes We do apologize for any inconvenience this may have caused If you have any other questions or concerns please do not hesitate to phone or email Sincerely, [redacted] Customer Service Manager

Hello,We finally heard back from the customer as we needed additional information. The customer had insisted that the orders on her statement where from HorseLoverZ. Upon receiving the copy of the credit card statement the charges were from our sister company Equestrian Collections
and were immediately refunded through that accounting department. Additionally, the charges were under a different name and email address then that the customer contacted us under making it difficult to find any order or payment information for this customer. We do apologize for the delay, but without accurate information it is difficult to confirm what charges to refund

Hello,The ship time of your packages depends on the items you selectOnce all
your items reach our shipping location your order will be packaged for
shipment. Because our complete inventory is well over 120,different
products many of the items we offer for sale on our website
are stored
in remote locationsWhen you place an order the items are ordered in
from those remote locations, gathered together at the shipping
warehouse, and then shipped to youWhen you are shopping on the website
you will see a processing time for each item listed right below the
product priceThis processing time is the approximate number of
business days it takes a particular item to arrive here at the shipping
locationThe overall ship time for your order is dictated by the item
with the longest processing time
The premium shipping surcharge, if chosen, does not speed up processing
time in our warehouse as stated when the premium shipping option is
selected during check outThe surcharge only speeds up package time in
transit to your home by *** or USPS Priority mailUpon reviewing the order *** the *** item has the longest processing time of business days as stated in the listing on our website. Therefore, the overall order would process when this final item had reached our shipping warehouse. I am sorry if this shipping process was misunderstood.The order shipped out in two separate packages and according to the following tracking information both have delivered at this time:*** *** Tracking#***USPS Tracking#***If you have any additional questions on how the orders are processed and shipped from our warehouse please do not hesitate to contact our Customer Service department at 1-800-8-SADDLE

THE WORST CUSTOMER SERVICE I'VE EVER EXPERIENCEDI bought items for household pets from Horseloverz.com and paid shipping for these itemsI had to return of the same item because I was not satisfied with the productI paid for the return shipment so I could get a refundI received no phone call about my refund when this company received itI phoned for an update of my refundI was told it was being processed and a credit would show up on my credit card in about weeksWhen the credit never showed I phoned again since I never heard back and was told there would be no refund since my items were considered 'used'The only choice offered was to accept a $credit towards another purchase or I could pay to have same items shipped back to me at my own chargeI don't want to spend another dime with this company because of the poor customer serviceThe supervisor spoke like a machine with no courtesy and kept repeating 'this is our policy' every time I suggested a credit to my credit card or another way to resolve my issueThe $credit offered towards another purchase amounts to about 1/of the cost of the items I purchasedSo I could either lose another $or lose a lesser charge to ship an item I don't want back to meI chose to lose less money and have it shipped backI have now paid for shipping times (to me, back to company, and again back to me) for an item I'm not satisfied with and don't wantThis company didn't care if I liked their answer or not"That is our policy" was the only answer they could giveTHIS COMPANY IS NOT CUSTOMER FRIENDLY

Hello,
I will gladly accept the proposed resolution and have a perfect shelter in mind hear in Michigan. I appreciate the quick response and professional resolution given the initial difficulties.
Best 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]

This is a big disapointment all the items I ordered are back ordered. So annoyed.
The customer service is a joke and the return process is a joke and slow as a snail. I have never felt more frustration and no communication towards making something right then with this company.

Hello,
Upon review, the refund to the original form of payment was processed on 3/6 and should post on the next credit card statement.  Road show refunds need to be processed through the same register that the original receipt was processed for accounting purposes.  We do apologize...

for any inconvenience this may have caused.
If you have any other questions or concerns please do not hesitate to phone or email.
Sincerely,
[redacted]
Customer Service Manager

Hello,Upon reviewing our Customer Service email history I have found that we responded to the emails received by the customer:
email received
a-ticket-date">Nov 8th, 2015 at 8:01PMInvoice #[redacted]



[redacted]


To:
"[email protected]" <[email protected]>


From:
[redacted] <[redacted].com>








Hello,I purchased the item from the invoice referenced in the
subject line ([redacted]) through [redacted] online, thinking it was actually
through [redacted]. Apparently not but I would like to return this item, it
does not fit, we didn't try it on the dog, we can just tell from looking
at it that it does not fit. Please supply us with the necessary
information on how to and where to return this as well as if it is
possible to just return it through [redacted]? Also how will the refund be
handled? Thank you,[redacted]response Nov 10th, 2015 at 11:04AMPaula


To:
[redacted] <[redacted].com>


From:
"HorseLoverz Customer Service" <[email protected]>








Hello [redacted],
Thank you for contacting us. You are welcome to return any item that
is not going to work for you within 30 days of receipt. The item must
be in new/unused condition with all the original tags and packaging.
Please be sure to include the completed return form or a copy of your
invoice stating the reason for return and whether you would like an
exchange, store credit, or refund.
Returns should be sent to the following address:
HorseLoverZ
Attn: Returns
[redacted]
Hazleton PA [redacted]
You are more than welcome to send the item back in whatever way is
most cost effective. Please be sure to make a note of your return
tracking number.
emailed Nov 18th, 2015 at 9:11AM
CONTACT: [redacted]






To:
<[email protected]>


From:
<[email protected]>



Reply-to:
<[redacted].com>








Ask a Question Email from: [redacted]
Customer Name: [redacted]Customer Email: [redacted]Customer Phone: [redacted] Product Number: Product Name: [redacted] Dog BlanketWebsite URL: ( )Order ID: invoice [redacted]Customer Question:I
want to return this, REALLY REALLY SICK OF BEING IGNORED, SHOULD I JUST
DO A CHARGE BACK? I HAVE NEVER SEEN SUCH TERRIBLE CUSTOMER SERVICE, AS
AN EBAY SELLER IF I TRIED TO PULL THIS CRAP I'D BE BANNED.





response Nov 18th, 2015 at 3:17PMLaura


To:
<[redacted].com>


From:
"HorseLoverz Customer Service" <[email protected]>








Hello,
I don’t see any previous emails. What seems to the issue please, I would be glad to look into that for you?
(the original email was sent from a different email address)
emailed Nov 21st, 2015 at 5:57AM[redacted]


To:
HorseLoverz Customer Service <[email protected]>


From:
[redacted] <[redacted].com>








Hello,Well, my wife purchased this through [redacted], we need to return it because itdoesn't fit and [redacted] keeps telling me that your company hasnt responded tothem, I have made probably 5 phone callas to you guys, finally getting ananswer to one 2 days ago. I just wanted to clarify what I needed to do toreturn the aforementioned item for a full refund?response Nov 23rd, 2015 at 12:08PMLaura


To:
[redacted] <[redacted].com>


From:
"HorseLoverz Customer Service" <[email protected]>








Hello,
We apologize that you were having difficulty. Please return to the address below with a copy of the invoice.
HorseLoverZ.com Returns
[redacted]
Hazleton, PA [redacted]
Our Customer Service department responded to the inquires about how to ship this dog blanket back to our warehouse.  We are no longer selling on [redacted] so at this time we will fully refund the customer without the need to return the blanket.  We ask that they donate the blanket to a local shelter

Review: Before Black Friday we were looking for a good price on a couple of night stands. We typed "cheap night stands" in [redacted] and "[redacted]" came up. We searched that site for night stands and across the top of the screen it said 97% off! Lexington Caroline Nightstand. We thought it was too good to be true but placed an order and it went through. We have an order # [redacted] for Lexington Caroline Nightstand, and a printed receipt for $74.85 with shipping. The next day my husband received an e-mail stating the order had been canceled. "It appears that the [redacted] Marketplace Seller of this item, [redacted], has cancelled your order for item number [redacted], the Lexington Caroline Nightstand, as they no longer have it in stock and the item is currently unavailable from the manufacturer." They offered us a $5. gift card.Desired Settlement: We feel that since the order did go through when the ad was still running, they should honor the sale price.

Business

Response:

Hello,

[redacted] confused the UPC codes on several items as we were never a seller of this type product. We carry mostly horse supplies and would never have been able to fulfill this order that is why it was canceled. At this time you should contact [redacted] directly to see if they can honor the price you paid.

Sincerely,

Customer Service Manager

Review: On Friday February 28th 2014, I attended the Horse Expo in [redacted] PA at the PA [redacted] Complex. I purchased items from the vendor [redacted] at their stand. On one particular apparel item, the receipt reflected I was incorrectly billed for 2 of the item when I had only purchased a quantity of 1.

I contacted the company directly via customer service and emailed a picture of the receipt to the office in [redacted], PA. I was informed the information would be passed on to management/business owner for correction and a full refund. A few days later, I provided my card number so that the refund could be processed. To date, I have no further correspondence from the company, and no refund has been provided. They now have my financial card information, including CID, expiration, and all other confidential card information but no refund has been processed. I have all emails and documentation that can be provided proving correspondence. Please assist.Desired Settlement: Full refund

Business

Response:

Hello,

Upon review, the refund to the original form of payment was processed on 3/6 and should post on the next credit card statement. Road show refunds need to be processed through the same register that the original receipt was processed for accounting purposes. We do apologize for any inconvenience this may have caused.

If you have any other questions or concerns please do not hesitate to phone or email.

Sincerely,

Customer Service Manager