Orders 3 number elastics, only received two, emailed to chase the third with no acknowledgment but did answer other question. Haven’t bothered chasing as felt they were not great quality so have purch... See more
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See what reviewers are saying
Cannot fault this company. Everything is to a extremely high standard with a show stopping ' wow ' look.
John & Amanda were so helpful, from booking appointment to go visit the shop, to pre-selecting items to suit and supporting final decision on items that will create the perfect showing look. Would hig... See more
Company replied
Honestly the best customer service you will get! Massive life savers at the London international this year when my older horse decided he was young again and we needed a last minute calmer! Also am... See more
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Company details
- #18 of 22 best companies in Equestrian Shop
Contact info
United Kingdom
- 07710550438
- info@showponyprep.com
- www.showponyprep.com
4.3
Excellent
441 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 75% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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We paid for the express delivery and…
We paid for the express delivery and are still waiting for the items to arrive
5 January 2023
Reply from Showponyprep
Hi Fiona, I’ve just checked your order and yes you’re right, you did pay for express delivery on the 23rd of December at 8pm. As this was the Friday before Christmas your order (even if it were in stock) would never have been able to get to you quickly as the postage systems were in a bit of a pickle due to Royal Mail strikes and in turn the couriers being inundated with overflow and internet buying as it was Xmas.
Your Browband order will always take 10 working days as we have to make the Browband in the size you select on the website and we are also on our annual break until the 18th Jan.
I will of course refund any extra payment you have made when posting your Browband. I have made your Browband whilst I’ve been training staff on our break so I will be able to post to you as soon as we return on the 19th.
I do of course apologise that all of the above wasn’t explicitly clear on the website, we do have some major improvements due to launch in the website so we can communicate delays and also share only the postage options that should be available for the items you have in the basket (as Browband’s usually need a discussion before agreeing express as it would depend if in stock).
We do hope that the above experience didn’t impact your Christmas and we wish you a wonderful and successful new year!
Karlie x
Reply from Showponyprep
Hi Kathleen
Thank you so much for your lovely review.
Karlie x
Really pleased with my purchase
29 November 2022
Reply from Showponyprep
Hi Valerie
Thank you so much for your lovely review.
Karlie x
Reply from Showponyprep
Hi Paula
Thank you so much for your lovely review.
Karlie x
Goods Not Sent & Company Unreachable
I contacted Showponyprep via their chat to confirm that the brush set I wanted was actually in stock (some versions were showing “pre-order”) and heard back very quickly with confirmation that it was in stock and shipping to Canada would be 5-10 days. Good experience ends there. I ordered the brushes within probably 30mins of this communication. Fast forward 11 days and the order hasn’t even been fulfilled - I reached out via the chat on day 5 and didn’t hear anything. Reached out via email on day 10, haven’t heard anything. I’m extremely frustrated and disappointed and it’s looking like I’m going to have to file a dispute with my credit card provider to even get my hundreds of $$ back. The whole reason I ordered through this company (and paid $40 for shipping!) is because they had the brushes in stock and I want them ASAP for a very itchy horse. Based on this experience I can’t recommend them.
Update: Dec 02, 2023
I was going to wait to update until I had actually received the products, but as I see the seller has responded in an effort to try and make themselves sound less at fault I feel I should. There is nothing wrong with the email attached to the order - I have received all of your sales advertisements as well as the tracking number you sent.
At any point in the process you could have communicated the issues you indicated below. You miraculously ran out of stock on the brush in between the 30mins you told me it was in stock and I ordered - fine, shoot me an email and let me know. Royal Mail is going on strike, delaying your ability to ship an item - no worries, it’s out of your control - let me know that! For some reason you are also unable to ship the item on Monday the 28th or Tuesday the 29th? Okay, seems like the excuses are running out but sure, shoot me a message. You choose not to look into the email I clearly said I sent in which I asked for a refund due to the delays and you send the product as soon as I post a public review, well, that’s a little convenient.
I reached out twice, via two different forms of communication over a period of 10 days and was ignored. I’m sorry you’re disappointed that I took this public but it certainly worked to get your attention. I should not have to jump through hoops to get in touch so do not try to fault me for not calling you when I live in a completely different time zone and you literally send out emails asking for reviews.
And finally, when someone asks for a shipping period they want to know when they can expect the item. If it takes you weeks to dispatch the item then saying that Royal Mail takes 5-10 days to deliver is useless. If you don’t understand that I don’t know what to say.
17 November 2022
Reply from Showponyprep
Hi Claire
I’m really sorry that you’ve felt you had no other option other than to place a review on here. Our phone number is on a vast number of pages on our website 07710550438 - we answer this number all day every day.
You are right that we had a delay on dispatching your items as the brushes sell constantly and at some times we can sell a few packs in an hour at peak shopping times.
Your order came in on Saturday 19th, we would usually have posted on Monday the 21st however we had to wait 2 days for one of the brushes (HAAS DIVA) which arrived on the 23rd - we have then unfortunately had a Royal Mail strike to contend with for the 24th and 25th hence the reason why it was dispatched yesterday. I will send you the tracking number to the email address we have on file for you.
When you originally asked the question in relation to delivery time I must’ve misunderstood as I assumed you meant which delivery method is it we use - and my answer was Royal Mail International tracked & signed which is 5-10 working days.
I do apologise for the experience you’ve had and also for feeling like you had no way to contact us. We are a small family business that really do pride ourselves on our customer service and we try to make sure we are always accessible.
Our email is info@showponyprep.com
Web chat is always switched on and we pick up out of hours the following day.
Phone (my personal mobile): 07710550438
Hopefully your beautiful brushes at a great price may make up slightly for the fact we had a few bumps in the road.
My email with tracking number will follow shortly.
Update: Unfortunately the email you have provided on the website seems to be bouncing back at me so here is the tracking number for you to refer to. I checked the risk factors of sharing on here but i'm under the understanding there is no breach of data hence why I hope you can read this on here as i'm sure you will get a notification - LO202561074GB posted with Royal Mail International Tracked and Signed for.
UPDATE 3rd December 2022: We thank you for your extensive feedback and albeit we are a fabulous 5 star rated business, at times, all businesses can experience a slight bump in the road and unfortunately for us your delays were all out of our control. When we get it wrong we are a company that would always put our hands up and apologise straight away. We will investigate why one of our systems seems to be auto communicating with your email address yet our direct channel doesn't seem to be working as this will be a learning for us and absolutely something we can improve. When it comes to manually updating every order and personally remembering to send manual emails, as i'm sure you can understand this isn't viable with vast amounts of orders daily - our systems need to be up to the job so this is where we will focus our attention for improvement.
We don't need to give excuses... potential new customers only need to look at our extensive volume of satisfied customers to know that this is the outlier and there has been miscommunication / errors in systems. We can no longer communicate back and forth on this thread as it's not productive for either party. I do hope you receive your brushes shortly and as i have mentioned throughout you are more than welcome at any point to call our customer service number that is on a vast number of pages on our website or email us at Info@showponyprep.com.
Many thanks
Karlie
I have purchased £166 worth of goods on…
I have purchased £166 worth of goods on 18th November but as of yet had no contact to say when delivery would be.
18 November 2022
Reply from Showponyprep
Hi Douglas,
Im sorry to hear you haven't received notifications from our system, it does usually give you updates every step along the way. I've just checked your customer order and records on our system. We received your order on the 18th November (late Sunday Evening). We then sent you an email on the 20th, 21st, and 24th asking you to respond and give us a steer as two items you had ordered had sold out and an error had meant for some reason you had still been able to order. The Shine Mitten and the Trimmers were not in stock and I had been pushing our supplier to see when they were due to arrive. As soon as we had confirmation from the supplier that it will more than likely be January, i had to make the next step decision for you and ensured you were promptly refunded for the items out of stock and then the rest of your order was dispatched (along with another email explaining what we had done to resolve the situation).
We have dispatched your items to your address and the tracking number is KB934370027GB. - we dropped on Wednesday, however, due to current postal strikes, unfortunately it has also impacted delivery times.
I do hope you can understand that we usually do like to get a customer opinion on things like this as I didn't know if the order was a Christmas present or specific requirement etc.
In the next day or so you will receive your order and we do hope you are happy with the deal and items you have got and perhaps may either upgrade this review or remove it to support our family business.
Many thanks and have a fantastic Christmas and a Happy & Healthy New Year!
Karlie xx
Very quick reliable service product as…
Very quick reliable service product as described x
15 November 2022
Reply from Showponyprep
Thank you so much for your wonderful review. We really do appreciate your support for our family business.
Karlie x
Fantastic service & products
10 November 2022
Reply from Showponyprep
Hi Nicola
Thank you so much for your lovely review - it means the world to us to see such lovely words spoken about our business.
Karlie x
Outstanding quality and service
16 October 2022
Reply from Showponyprep
Hi Tracey
Thank you so much for your lovely review, it was an absolute pleasure making your gorgeous browband. It looked stunning in the ring at STARS and I can't wait to follow your progress together next season.
Karlie x
Excellent product
Good description of the products, arrived promptly of very good quality and they are highly rated and recommended by a top show woman, I know
1 November 2022
Reply from Showponyprep
Thank you Siobhan for your lovely review!
We hope your HAAS Brush set bring you many, many years of pleasure (and Shiney horses too)
Take care and have a wonderful Christmas period.
Karlie x
Reply from Showponyprep
Hi Tracy
Thank you so much for your lovely review.
We hope you love the SPP Anatomic Leather Girth and it brings loads of freedom to the pony/ horse who is wearing it.
Merry Christmas and a Happy new year if we don't speak before then.
Karlie x
Great service
Great service, fast delivery & amazing quality products. The girths have helped so much with our results, pony is moving better and the browbands are the best. It’s our go to place
24 June 2022
Reply from Showponyprep
Thank you Louise for your lovely review!
We really appreciate your repeat custom and your continued support to our business.
Take care and have a good rest ready for an awesome 2023!
Karlie x
Fantastic service
Fantastic service! Where very helpful at matching my horses mane colour. Would defo okay be buying from them again. Quick and easy service! THANK YOU xxx
20 October 2022
Reply from Showponyprep
Thank you Vickie for your wonderful review, we are so happy we managed to get the mane colour correct first time :-)
I love it when we sell our False Hair products as i always think its a real shame to leave a stunning horse/ pony at home just because they have a chunk of mane missing or a thin tail that could do with a boost.
Wishing you all the best for next season.
Karlie x
Fabulous as always
5 October 2022
Reply from Showponyprep
Hi Becky, thank you so much for your lovely review - always great to see and speak with you!
Karlie x
Reply from Showponyprep
What a lovely review, thank you so much Amanda!
I'm sure you will look super glam in your Cashmere
Thanks again
Karlie x
Lovely scarves
Lovely scarves, delivered promptly and half the price that I paid on Etsy 2 yrs ago.
6 October 2022
Beautiful products fast delivery
8 October 2022
Reply from Showponyprep
Thank you Mandy for your lovely review, we work really hard to offer the best prices on the market and albeit there have been huge uplifts across a number of our supply chains we work that extra bit harder to keep the prices down.
Look forward to serving you again in the future, we will be always updating our stock to keep our lines fresh!
Karlie x
Prompt service
3 October 2022
Reply from Showponyprep
Hi Raine
Thank you so much for your lovely review, every review we get means the world to us.
Have a fab Christmas and a happy and healthy New Year :-)
Karlie x
A wealth of experience and advice…
A wealth of experience and advice always at hand and everything you need for perfect turn out in the show ring. Ive been saved at countless shows after forgetting or misplacing something and fabulous bespoke browbands
27 September 2022
Reply from Showponyprep
Hi Ang
Thank you so much for your lovely review, its always a pleasure to see you and Leila at the shows. You are both extremely valued customers and its always lovely to know we are doing things right for you.
Love your new horsey - absolutely lush!!
See you again soon... it will be spring before we know it!
Karlie x
Top show quality product.
A beautifully made browband arrived within the time stated, really nicely packaged. It was to be a gift so this made it all the better. Will definitely use this company again. Recommended quality product.
17 September 2022
Reply from Showponyprep
Hi Jane
Thank you so much for your lovely review, the Willow Browband you chose is one of my favourites to make - its simplistic yet super classy and i cant wait to follow the progress of the person competing in it. Give them a little nudge to tag their pictures to the @showponyprep social pages - we love to share photos and follow our customers results throughout the season.
Have a lovely Christmas and a happy and healthy New Year!
Karlie x
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