No shipping update, no reply to email, no customer support so going to initiate charge back with bank immediately and take my advice... totally avoid this scam of a website.
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Another one to echo the below unfortunately. Received some items from my order, they were fine, but they emailed to say most of the items were not available due to a stocking error and that they’d iss... See more
Update 20/11/24. Having posted this review 3 days ago, the item suddenly arrived yesterday! Still no response from so called Customer Services, but I'll edit my star rating from a 1 to a 3 ....... See more
Made an order on 29 Oct and still haven't received the item, even after it was detailed in stock on the website! After chasing twice, they had admitted there were issues with the stock on the overflow... See more
Company details
Written by the company
Shop our wide range of stylish equestrian clothing and everyday equestrian essentials in our online shop. Free UK delivery. We ship overseas too. Shop today.
Contact info
Prospect House, Colliery Close, Staveley , S43 3QE, Chesterfield, United Kingdom
- Customerservices@equus.co.uk
- equus.co.uk
2.0
Poor
9k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 35% of negative reviews
Typically replies within 1 week
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Equus have stolen my money!
Equus have stolen my money!
In good faith I purchased a £250 voucher
Apparently the company then went into administration & have been purchased by new management- I am awaiting legal proof of this to send to my bank.
The 'new management' are telling me that they won't honour my gift card! Now I thought if you purchased a company then you had to honour its debts.
Unless of course you do a dodgy deal called Phoenixing!
If the new Equus bother to read this, I will take this further & i'll ensure that help is given to all other who have been sold gift cards when the company knew it wasn't going to uphold the value!
Im not here to lend a company money! I run my own company very successfully & I would never con my customers.
Presumably when you buy a company you don't want it to hold a bad reputation. It's a very small industry out there! Please contact me Equus
14 January 2024
Unprompted review
Reply from EQUUS
Hello Claire,
Thank you for your review. As the customer service team explained, the EQUUS that you ordered your gift card under in December 2022 went into administration in September. The new company has chosen to continue trading under the same name, however, are unable to uphold any orders placed under the old company. All this information can be found on our website. I can see that the customer service team have provided you with the information you would need and the administrators contact information. If the bank needs proof, you can find this on Companies House. I apologise for the inconvenience this has caused.
Kind regards,
Loren
Phone number as given on website not working
Phone number as given on website and you are told its been changed, then they give you a new number which when you dial says this number does not exist!!
Update: weds 3/01/24.
Website shows number still..their reply is totally rubbish. Ring the number and it gives you another. 01438 567567...scammers stlll...dreadful service as ever, and I am not alone. Who is writing their 5 Star reviews???? That I would like to know!!!!!!! You have not helped me one iota...why on earth should I help prevent others complaining about your rotten company?? You told me to return the extremely poor quality fly rug which as a pensioner i could ill afford for my old pony. This was AFTER, as you told me later, the company has gone into administration, when I picked you up on this, you called me a liar which I never in my life have been!!! I will continue as a BHS member, advise others to NOT EVER buy from you. Mrs L. Bowman
Loren you are lying, you know it and I know it, you and others told me by phone and email to return my rug in September, trying to distort the truth never works and truth always comes out. Your company is rotten, and we who have been scammed know it. You are a disgrace, and will never be a company to trust until all the people get their money back which you scammed off them. Come clean and you just might get your reputation back one day..
2 January 2024
Unprompted review
Reply from EQUUS
Updated reply:
Hello Linda,
Please can you let us know where you are finding this on the website. There has been no number on the Contact Us page on the site since mid September. If this is somewhere else, we would appreciate you telling us so that we can remove this. As mentioned in the last reply, we currently do not have a number linked to EQUUS so we would need to remove this. If you could let us know where the number is on the site that would be amazing.
Many thanks,
Loren
Update:
Hello Linda,
Thank you for your review. As explained in a previous email, the old company received your return into our warehouse on the 30th of August. The company went into administration on the 19th of September. Unfortunately, we are unable to refund any returns received before the 19th of September. We suggest you contact your bank and request a chargeback on this order.
If there is anything else we can help you with, please feel free to email us.
Kind regards,
Loren
Shocking customer service
Shocking customer service - taking no accountability for their failures. Ordered my daughter’s main Christmas present in the 5th December (well before their advertised last order date on the 8th). I chased for an update and was assured it would be dispatched by 20th December at the latest and delivered the next day. No dispatch notification on the 21st so emailed again only to be told that there was an issue with stock arriving from the supplier (that no one had thought to tell me in the 16days since my order was placed) and told that it would be a “few days” before the item would be with them and could then be shipped to me. On the 22nd a got an email saying my item had been dispatched and on checking the FedEx website it’s being delivered on the 27th December - over 3 weeks since the order was placed. No reply to my most recent email and no acknowledgment from my request to escalate the complaint. I’ve asked for a phone call and having tried to call them their number is permanently not in service, however no one has called me. This company has NO customer service and no escalation process. There’s so many better companies for equestrian products, don’t waste your time or your money.
24 December 2023
Unprompted review
Reply from EQUUS
Updated reply:
Hello Laura,
Thank you for providing some more information. I’m really sorry that the service with your order and with our customer service team didn’t meet your expectations. Clearly, we fell short, and I apologise.
I can see that you placed your order as a Christmas gift and I am so sorry that this did not arrive in time. In the future, I’ll make sure that we are actively contacting customers at the first sign of a delay. The last thing we want to do is let our customers down, and moving forward, we’re going to do everything in our power to hold ourselves to that standard. I am pleased to see that a member of team has offered you a goodwill gesture to show our apologies for the inconvenience.
Again, we’re sorry we dropped the ball this time.
Have a great day,
Loren
Equus poor service and customer support
I ordered a coat on the 6th December which was before the cut off date for delivery Christmas, it is now 22nd of December and according to the FedEx tracking number they have not received it. Tried ringing, the number is out of service. They should at least keep the customer informed and have a contact number that works. Will see if we t turns up after Christmas but probably will end up asking for a refund.
22 December 2023
Unprompted review
Reply from EQUUS
Updated reply:
Hello David,
Thank you for providing some more information on this order. I’m so sorry about the delay with receiving your order, especially with it being placed in time for a Christmas delivery.
I can see that this has since been delivered which is great to see. I hope you are happy with the item. I apologise for the delay in this. Being the first Christmas under the new ownership, we have been able to see that there is clearly some areas we need to improve on. I want you to know that we are looking into these delays and doing our best to ensure that this does not happen again. We want to make sure your voice is heard as we continue to improve, and hope you won’t hesitate to reach out if there’s anything we can do to make this better.
All the Best,
Loren
As per everyone else here I ordered a…
As per everyone else here I ordered a Christmas present for my daughter at the beginning of December, £18 came out of my account and then nothing. Phone not in service, emailed customer services and attempted to contact via social platforms on a number of occasions but…. Nothing. Equus please refund me for goods not delivered.
Hy Little Rider Pom Pom Unicorn Hat Cover
× 1
£18.00 GBP
Sam Bunting
20 December 2023
Unprompted review
Reply from EQUUS
Hello Sam,
We appreciate you sharing your thoughts here. However, I do want to use this opportunity to clarify a few things.
You said in your review that you placed your order at the beginning of December. This is absolutely correct, I can see that you placed your order on the 10th of December. However, we state on the website that for orders for Christmas "we recommend you place your order no later than midday on Friday 8th December in order to avoid disappointment." Due to the date this order was placed, it would not have been delivered in time for Christmas as we do have a 10-14 working day despatched time frame.
You also mentioned in your review that you have reached out to us a number of times with no response. The story behind that is that on our website we currently only have our customer service email or the contact form as these are the best options for contacting us at the moment. Since the change in ownership, we are still organising our social pages and looking into the phone system, hence why these are not listed on the 'Contact Us' page. I can see that you emailed in on the 18th of December and this was responded to on the 19th of December. If you have reach out on another email at all, then please let me know and I will look into this.
As you have requested a refund on this review, I have processed this for you. If you have any other questions, please feel free to contact our customer services team.
Kind regards,
Loren
Just slow
Ordered on the 1st Dec, dispatched on the 20th December. Customer services helpfully advised me that you should allow 10-14 days to ship. Would not recommend ordering from them.
1 December 2023
Unprompted review
Reply from EQUUS
Hello Peter,
Thank you for your review. I am sorry to hear that you feel the despatch was slow. I can confirm that we do state 10-14 working days for despatched on the website which means your order was despatched on time. I hope you like your item.
Kind regards,
Loren
This company have taken £33.14 of my…
This company have taken £33.14 of my pension money, the contact info is not live, number given not in service.
I gave them information to The supposed reply they gave after last review, nothing. Do Not give this company money. We are looking into alternative ways to recover my payment.
8 December 2023
Unprompted review
Reply from EQUUS
Hello,
Thank you for leaving another review and providing more information to the last one. As you can imagine being the lead up to Christmas so we are extremely busy. I have looked into the information you provided on the 19th of December and can see that all your emails have been responded to.
Regarding the mobile number, we do not have a number linked to our site. I imagine the number you tried calling would have been for EQUUS when it was under the old management. This is no longer in use, hence why it is not displayed on the website.
I am pleased to see that the customer service team were able to help in their response and issued a refund for you right away.
Kind regards,
Loren
Order from 2nd December still not arrived
Hi, I placed an order on the 2nd December and have not yet received my order. I contacted Equus via email twice and the second time was told there was a problem with the supplier but that they expected stock soon but couldn't guarantee Christmas delivery. As I ordered 5 items I don't know why the available items weren't sent. I also asked for my order to be cancelled but this was ignored and when I tried to call them, you get a recorded message telling you to call a new number which is not in service.
Thanks for responding to my review. You have now refunded the majority of my order and two items have arrived.
15 December 2023
Unprompted review
Reply from EQUUS
Hello,
Thank you for your review. I am sorry to hear about the delay with your order. Please could you provide your order number so that I can take a look into this for you.
Regarding the phone number, we currently do not have a number linked to the site. The number you called may have been for EQUUS when it was under the old management, however, this number is no longer in use.
Kind regards,
Loren
Ordered a belt on the 1st December.. Still not arrived
Ordered a belt on the 1st December (Order 3762) and have still not received any tracking or dispatch confirmation. Ordered with plenty of time for the 'last Christmas orders'. I've emailed the Customer Service email address twice and have not received any follow up.
1 December 2023
Unprompted review
Reply from EQUUS
Hello Callum,
Thank you for your review. I can see that your email sent on the email you sent on the 10th of December was responded to on the 12th. Please know that the second email that you sent yesterday will be responded to within 48 hours.
Regarding your order, we do suggest a 10-14 working day despatch. The 14th day would be the 21st of December, however I can see that this is in the warehouse and ready to be despatched today for you.
Kind regards,
Loren
Order not received & no reply from my emails
Ordered clothes on the 1st December for my daughters Christmas these still haven’t arrived! Tried to email for an update. No reply. The phone number is not in service!
Very poor service!!
18 December 2023
Unprompted review
Reply from EQUUS
Hello Laura,
Thank you for your review. I am sorry to hear about the delay in receiving your order and issues getting through to us. I can confirm that our emails are responded to within 48 hours Monday-Friday. We also do not have a phone number on the site. Please can you provide us with the order number or email used to contact us on as I am unable to find your order with the information left.
Kind regards,
Loren
Poor delivery
Poor delivery
I placed an order around the end of November and still not recieved anything, I emailed and was told it would be shipped no later than the 8th December and still haven’t recieved anything, what I ordered were birthday and Xmas gifts for my daughter! Not impressed🤦🏼♀️
17 December 2023
Unprompted review
Reply from EQUUS
Hello Emma,
Thank you for your review. I am sorry to hear about the delay in receiving your order. Please can you provide us with the order number as I am unable to find your order with the information left.
Kind regards,
Loren
Delivery not as ordered
1 star on service so far company can not be contacted. Placed and order and same as some reviews I only got one of my items and now missing one. Phone number does not work and gives you a new number that is disconnected. Messenger you just get an automated reply saying will contact you soon with no contact and emails not answered in a quick turn around time.
13 December 2023
Unprompted review
Reply from EQUUS
Hello Stuart,
Thank you for your review. On the website, we are currently only asking for customers to contact us on the customer service email. We do not currently have a number on the site. If you email customer services, they will respond within 48 hours during the week.
Regarding your item, we do part fulfill orders when we can to try and get some items to you quicker. I can see that your second item is due for despatch within the next couple of days.
Kind regards,
EQUUS
Order not received
I ordered two rugs (order 3593) . When there was no dispatch confirmation, I emailed Customer Services who advised that they would be dispatched no later than 14th December and I’d receive an email confirmation of dispatch. I’ve received no such confirmation and Customer Services have not responded to my latest message.
Update: Customer Services have emailed me a message which contradicts the response EQUUS have given bekow, saying that the rugs have arrived in their warehouse. The email says that the rugs haven’t arrived “due to an issue with the stock with the supplier. Your item should arrive with us in the next few days and is on a priority list so will be shipped ASAP,”
Not sure that it’s possible to believe anything EQUUS say and I would advise others to avoid purchasing from this company.
14 December 2023
Unprompted review
Reply from EQUUS
Hello Jane,
Thank you for your review. I am sorry to hear about the delay in receiving your order. The warehouse are very busy at the moment and working extremely hard to get orders out. I am so sorry that there has been a slight delay. This has arrived in our warehouse and is due to despatch any day now. Once the order has been despatched you will be sent a confirmation email.
Kind regards,
EQUUS
Still waiting for a Christmas order
Ordered clothes for a Christmas gift on 5th December for which I received an order confirmation email & number -4046.
Ive heard nothing since. I messaged to check if items had been dispatched but have not heard back.
Fidgeting now about whether they will be here in time.
5 December 2023
Unprompted review
Reply from EQUUS
Hello,
Thank you for your review. I can see the email you sent on the 13th of December was responded to this morning, 14th. This explains that orders are despatched within 10-14 working days. Please rest assured your order is running on time and will be despatched on a next day delivery service.
Kind regards,
Loren
Not at all what I’d hoped from this comany
I bought two pairs of jodhpurs for my daughter. One pair arrived the other expensive pair did not. It appears impossible to contact them other than by email which as yet no one has replied to, this was my Christmas present to my daughter. I need my money or my jodhpurs please
3 December 2023
Unprompted review
Reply from EQUUS
Hello,
Thank for your review. I am unable to find your order with the information left. Please can you provide the order number and I will take a further look into this for you.
Many thanks,
Loren
EQUUS stole my money
EQUUS took my money for a gift card. Within 5 months they made the gift card invalid as a result of new management. They refuse to honour the gift card value and my bank have indicated that charge-back is not applicable in this case.
To rub salt in, they have simply said “we apologise for the inconvenience”. What a disgrace. EQUUS is a company that, in my opinion and experience, cannot be trusted and lacks customer care.
5 December 2023
Unprompted review
Reply from EQUUS
Hello,
I am sorry to see your review. Unfortunately, any orders placed under the old company, we are not in a position to fulfil, this does include gift cards I'm afraid. For more information, please see the EQUUS Update page on the website.
Kind regards,
EQUUS
Where is my order - cold pony
Where is my order? I’ve ordered a rug because my pony needs it and it’s getting colder. Please tell me ASAP
No. 3140
now 12/12/2023 Have requested to cancel, please respond to email ASAP.
25 November 2023
Unprompted review
Reply from EQUUS
Updated reply:
Hello Sam,
Thank you for providing your order number. I have taken a look into this and can see that this is order was placed on the 25th of November. We do currently ask that customers allow 10 working days for their order to be despatched and another 3-5 working days for this to be delivered. However, I can see that this is due to be despatched within the next couple of days for you and will be sent with FedEx on a next day delivery service so that this can be delivered as soon as possible.
Kind regards,
Loren
Abysmal Delivery
I knew when I ordered that there would be a slight delay in delivery. I was pleased to receive an email telling me my order was out for delivery. This soon turned to disappointment as it was followed later in the day by an email telling of a problem. Three days have now passed with no update on when delivery will happen- or indeed if it will happen.
Seeing that Equus use Fedex- 90% poor rating-I have requested they send a duplicate parcel by a reputable courier.
Silence !
Thank you for your reply. Items have now been delivered some 6 days after an email sating they were out for delivery. I struggle to understand why any business would entrust deliveries to a courier with negative reviews of 93%. I try not to order from certian businesses who use poorly rated couriers, I know many people do likewise.
24 November 2023
Unprompted review
Reply from EQUUS
Hello Lily,
Thank you for your review. Unfortunately, I am unable to find your order with the information given. Please can you confirm your order number and I can take a further look into this for you.
Many thanks,
Loren
Where is my order
Where is my order. I ordered on 17th and haven't heard a thing. I have emailed and had no response.
The 3 items are for a gift for my daughter starting out at a riding school. Cost way over £200.
Order number 2552
Sarah marsh
17 November 2023
Unprompted review
Reply from EQUUS
Hello Sarah,
Thank you for your review. I am sorry to hear about the delay in response. I can confirm that our customer service team only work on a Monday-Friday. We received your email on a Friday and this was responded to as soon as we could on the Monday.
Looking at the order placed on the 17th of November, we do inform customers that it can take up to 10 working days for an order to be despatched. I can see that this whole order has been despatched within the suggested time frame. I hope you like your items.
Kind regards,
Loren
Item missing!
Item missing!
EQUUS#2246
Ordered from the company and 2 items arrived (clothing), the email confirming dispatch stated full order. The “carrot” toy for the horse was missing. Have emailed Loren so hopefully I will receive a response. Given it’s a new company taken over I’m not impressed!
24 November 2023
Unprompted review
Reply from EQUUS
Hello Jayne,
Thank you for your review. I apologise for the delay in receiving your carrot toy item. Unfortunately, we have noticed an IT error when items are being part fulfilled which is being looked into. Due to this, the confirmation email you were sent said the whole order was on its way, rather than part of the order. I am so sorry that this has happened. I can see that you are currently in contact with customer services who are looking into this for you.
Kind regards,
EQUUS
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