Snuggy Hoods Ltd Reviews 

Reply from Snuggy Hoods Ltd

Jul 18, 2023

Many thanks for taking the time to review your order Hilary.

I am so sorry for the issues that you have encountered - and am relieved that there was no injury to the horse. I hope that you have all now recovered from what must have been incredibly traumatic.

I can see that we have emailed you to ask for more information - in order for us to help further and understand why this could have happened. Have you received this email ? I will re-send.

Whilst accidents are rare, unfortunately when covering the face with any type of mask, there can be a risk of accident - as pointed out on the website. The hood or blanket could be caught or dislodged, pulled by a field mate or if too big, simply slip and cause issues. This mask does offer relief to hundreds of thousands of horses over the world - I am just very sorry that you - and your horse - have had such a traumatic experience.

With regard to withdrawing the product, it offers extreme relief to thousands of horses and ponies all over the world. Any mask or hood, blanket, leaving on the halter in the paddock, pet collar or even hood on a sweater can cause accidental injury - sadly, it is just that - and accident. That said, this is incredibly rare and given the relief offered to the thousands of customers over the years, it would not be something that we would be looking to do.

It would be great to see the fit of the mask on the horse if you would be happy to share this with us ? In 99.9% of cases where a mask or hood has moved, it is due to it being the incorrect fit. As you will have read, this mask must be tight from the outset. We also advise you are 100% happy with the fit and get in touch for advice if at all unsure. It is very rare for a well fitting item to move in use as you can appreciate.

I can see that you purchased this mask in size L. This would be recommended for a horse which wears a full size bridle/halter on the lower holes or extra full on the top 3 holes (large head).

Again, I am so sorry for the distress that this has caused you. If we can help further, do please reply to my colleagues email as we would very much like to help further in any way that we can..

With kind regards
Sarah
Snuggy Hoods

Reply from Snuggy Hoods Ltd

Jul 17, 2023

Many thanks for taking the time to review your order Rowena.

I am sorry for any confusion with the order and attachments needed for the leg covers.

As stated on the website, during a clearance sale (when the rugs are discounted), we do ask customers to add the attachments to the basket if needed. I am really sorry if you missed this.

During a sale, we do not offer any amendments to the rugs (as is standard during normal times), therefore, if extras are purchased (legs, sheath and udder covers), these will be posted out with the standard attachments pack and instruction sheet , to be added at home. If you wish us to add this, we do ask that this addition is added to the cart.

I am very sorry for any confusion and subsequent inconvenience.

If you are having any problems adding the velcro / tabs, do please let us know as we can add this retrospectively for you for the standard fee. It will sew on a standard domestic sewing machine OR you could use the services of a local equine rug repair company. It shouldn't take more than 10 minutes.

My apologies again for the confusion.

Best wishes
Becky

Reply from Snuggy Hoods Ltd

Jul 17, 2023

Hello Susan

Many thanks for taking the time to review your purchase.

I am sorry to hear about any rubbing/sore areas which may have been created by your rug.

Normally rubbing is due to ill fit. Some animals also need a little more lining in certain areas for extra protection.

Unfortunately, as with any product - whether for an animal or human - perfect fit cannot be guaranteed. The good news is that a little lining and or basic alterations can improve this and will normally alleviate any problems immediately.

I am sorry that you feel that the advice was unsatisfactory. Luckily 99% of the animals we clothe, do fit perfectly but there are those few who like us, may be between sizes or need some minor alterations to perfect the fit.

If we can help further, please do not hesitate to get in touch. The alterations you have been advised to carry out are easier than taking up a pair of trousers which are too long and will offer immediate relief.

If you require any further help, please contact us by email at sales@snuggyhoods.com as we are more than happy to help.

With kind regards

Snuggy Hoods