Barnstaple Equestrian Supplies Reviews 

Reply from Barnstaple Equestrian Supplies

Jun 12, 2025

Good afternoon Kim

We are so sorry that you felt we let you down to this degree, I have looked into why this had happened.

1. You placed your order on Friday 25th of April at 21:57

2. When you placed your order you would have seen that the items you purchased, which were to John Whitaker Rugs priced at £20.40 were coming from an off site warehouse.

3. You would have also seen this in your shopping cart when placing the order.

4. We started to process your order on Monday the 28th.

5. An order was placed with the supplier which we received on Monday the 5th of May. Unfortunately when this order arrived the items for your order had not been included.

6. On contacting the supplier they confirmed that they were out of stock.

7. I then personally called you up on the 5th of May at 4:36 to explain the situation.

8. During the call I explained the issue and I offered you an alternative which you did not want and so I explained that I would organise a refund for you, which was actioned at 4:39.

We are sorry that your expectations were not met, however, looking at your order, it was processed as per our terms and and more with a personal phone call to explain and to provide an opportunity to solve the issue.

With regard to your issue regarding drop shipping, yes we do drop ship with some of our suppliers, which is a very effective and efficient service and we also order from suppliers for despatch by ourselves. All very standard in todays ecommerce, allowing us to offer such a wide range and amazing well priced products.

Unfortunately on your order there was a stock issue, however, as we endeavour to offer a 5 star service we are always happy to phone up and talk with our customers, we are then able to actually have a personal conversation with them, something that we actually enjoy doing.

On looking at how your order was processed, this was processed with our time scale and you were notified within the 7 days we show as our despatch time, especially if an item is coming from off site which we say in several places during the ordering process.

In answer to your points above

1. You never heard from us, you would have received a confirmation email, plus you would have received an email saying the items had been ordered (We do find that some emails can be missed by going into peopls junk folder.)

2. You heard nothing for 10 days - from the time you placed your order on the evening of Friday the 25th April to the 5th of May was just 5 working days.

3. You waited a further 2 days - we received an email from you on the 5th of May and you were phoned up that afternoon.

4. During the call I said I would refund you and you were not just refunded without knowing.

5. You were refunded within 3 minutes of the call.

6. You did not need to chase for a refund - it is not right that you can cast aspersions that you did.

As a small company we are totally passionate about offering an excellent customer service. Sometimes things just don't quite as smoothly as they should but to me a great customer service is when a company is there to help with such issues.

I will leave it to any readers interpretation of events but I am quite offended that someone can give such a negative review and be derogatory about my business that I have built up for the last 10 years.

If are considering shopping with us - do please pick up the phone and we will happy alleviate any concerns my phone number is 01271 850278.

Reply from Barnstaple Equestrian Supplies

Feb 6, 2025

Hi Kerry, maybe you would like to give us a little more information as we have no record of any customer in your name.

If you are unhappy then please call us on 01271 850278 and we will happily solve what the issue was for you to say we offer terrible customer service!