• Report: #295708

Complaint Review: Equiteric / Horseloverz.com

  • Submitted: Sun, December 30, 2007
  • Updated: Thu, January 03, 2008

  • Reported By:Peterborough Ontario
Equiteric / Horseloverz.com
254 N Cedar Street Hazleton, Pennsylvania U.S.A.

Equiteric / Horseloverz.com Misrepresentation of availabilitly of product, lack of communication, terrible customer service and no customer satisfaction after company made several mistakes. Hazleton Pennsylvania

*Author of original report: Satisfactory conclusion to problem completed

*Author of original report: Satisfactory conclusion to problem completed

*Author of original report: Satisfactory conclusion to problem completed

*UPDATE Employee: Refund sent this morning

*UPDATE Employee: Response to problem in Canada

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Hello, I have had an ongoing problem with Equiteric/Horseloverz.com. I won an auction on Ebay for a horse blanket on September 27th, 2007. At the time I bought 3 blankets altogether. I paid for it by postal money order, and received an email saying that payment had been received. I received ONE blanket within 2 weeks and then heard nothing more until I contacted them in NOVEMBER and received an email on November 11th, saying that they had an inventory problem and that they would ship the blankets shortly.

When I still did not receive the blankets I emailed them again and received another email on the 15th of November saying that they no longer had the orginal two blankets in stock and they would send me two others of equal value. I replied and said okay, that was fine, but, I wanted them in the same sizes as the orginals which were 82" blankets. Unfortunately, one of the blankets of equal value did not come in 82", so I emailed back and said an 81" would be fine. They told me that they had that blanket and would send it. I finally received two blankets on the 21st of November, but they had sent a size 69" instead of an 81". I contacted them immediately and told them they had sent the wrong size of one of the blankets. I was told that I had to ship it back and they wouldn't ship me the right size until they got the blanket, but they would re-imburse me for shipping it back. I sent the blanket back, immediately and received an email on December 7th saying that they no longer had the sheet that they were suppose to send me.

By that time I had given up on getting a proper blanket and that yes, I would take a refund, but I wished it to be paid into my paypal account. I was told that they couldn't do that because I paid by money order and that they could only pay back how it was paid to them. I questioned that policy, as I was getting no customer satisfaction from them. They had messed up my order from the orginal auction and if I hadn't kept contacting them, I don't believe they would have ever contacted me. I believed that they should credit my paypal account for no other reason than to keep a repeat customer happy (yes, I have bought several items from they over the past two years, and usually have been happy with them) I also told them I did not want a 'store credit' as I do not wish to deal with them again. They emailed me and wrote that they would be sending a 'company cheque', I emailed back and asked if it was an actual cheque and was it cashable in Canada.

I received no response back from them at all for over two weeks, nor hadI received any refund in any form. I have sent them several emails by several different routes, ie. by replying to original emails sent to me by two different service representatives, by sending email by original response and by going to their website and contacting customer service and using the invoice number from the last shipment received with the wrong sized blanket. I have emailed and told them that I would leave negative feedback if I did not get some sort of response from them. At this time I have not left feedback on 10 items that I have bought from them since September. Which includes the orginal blankets that this started with. I have been polite when I have contacted them, I will admit I have been a bit sacarastic in the last couple of emails as I am completely frustrated. I have tried to bring this to a satisfactory conclusion, but to no avail. Whether this is because I'm located in Canada, or I'm not a "big time" customer, I don't know why they have continously ignored me. Up to this point I had been quite happy with their service and products and as I wrote earlier, was a repeat customer over the last couple years since I started buying on ebay. I have left them glowing positive feedbacks and had recommended them to other horse people in my area that shop online at ebay. They have dropped the ball in relation to me and have totally destroyed any faith that I had in their company and service.

I find that I cannot go thru the usual channel of filing a dispute thru Ebay as the orginal transaction has been over 60 days. I did contact the Ebay customer service and was told that they would 'look' into it. The night after I received an email from Ebay telling me this I received the following email from a Customer Service rep. from Equiteric, it is as follows:
"Sheet was received back 12/7, refund check is to be issued as you sent a money order. It was sent to accounting who sends out checks once a week, then you will have mailing time to you. Thank you."

That email was dated Friday, December 21st, 2007. As of Friday, December 28th, I have still not received any refund.

I feel that this Company obviously has decided that keeping this particular customer satisfied and correcting their mistake is not of importance to them. Perhaps they feel that I am just one customer and who cares what I have to say. If this report helps to keep another person from being ripped off by this company, then I will be content!

JMarie
Peterborough, Ontario
Canada

This report was posted on Ripoff Report on 12/30/2007 03:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/Equiteric-Horseloverzcom/Hazleton-Pennsylvania-18201/Equiteric-Horseloverzcom-Misrepresentation-of-availabilitly-of-product-lack-of-communi-295708. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Satisfactory conclusion to problem completed

AUTHOR: Jmarie - (Canada)

Equiteric contacted me shortly after I filed on Ripoff Report. I had also left them negative feedback on ebay which basically was a link to the report I had filed on this site.

They have credited my paypal account for the amount that they owe, though it is not their usual policy. I have agreed to tear up and return the cheque that is suppose to have been mailed to me.

It is unfortunate that I had to take these extreme measures to get satisfaction from this company, but it does show that pursuing an issue to a conclusion can work.

I will state though, I will no longer do any business with this company. Even though they state the reasons why it became such a mixup; and they have apologized to me.

The fact is, they sold on ebay auction a blanket that they did not have in stock. Then their replacement for that blanket, was also another blanket that was not available. They sent me the wrong size, wouldn't send another blanket until the wrong one was sent back and then told me they didn't have the correct size anyhow. This started in September 2007, and is just being concluded now in January 2008?! Very poor business practice and in my opinion, unethical.

My next step in this, (if I had not got any satisfaction) would have been posting on every horse related forum, every free horse classified website, etc., with a link to the ripoff.com site with regards to my dealings with Equiteric. I do not need to do this now, but I was willing to go that step and spend the time it would have taken to do so and spread the word.

I hope that this company will take a good look at their current business practices and work towards improving their record. Regardless of the fact that they do "thousands of transactions per day/week" (quote from an employee I talked to on the phone when I called) It just takes one unsatisfied customer who is determined, to spread the word on the internet and it can be done.

Janie
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#2 Author of original report

Satisfactory conclusion to problem completed

AUTHOR: Jmarie - (Canada)

Equiteric contacted me shortly after I filed on Ripoff Report. I had also left them negative feedback on ebay which basically was a link to the report I had filed on this site.

They have credited my paypal account for the amount that they owe, though it is not their usual policy. I have agreed to tear up and return the cheque that is suppose to have been mailed to me.

It is unfortunate that I had to take these extreme measures to get satisfaction from this company, but it does show that pursuing an issue to a conclusion can work.

I will state though, I will no longer do any business with this company. Even though they state the reasons why it became such a mixup; and they have apologized to me.

The fact is, they sold on ebay auction a blanket that they did not have in stock. Then their replacement for that blanket, was also another blanket that was not available. They sent me the wrong size, wouldn't send another blanket until the wrong one was sent back and then told me they didn't have the correct size anyhow. This started in September 2007, and is just being concluded now in January 2008?! Very poor business practice and in my opinion, unethical.

My next step in this, (if I had not got any satisfaction) would have been posting on every horse related forum, every free horse classified website, etc., with a link to the ripoff.com site with regards to my dealings with Equiteric. I do not need to do this now, but I was willing to go that step and spend the time it would have taken to do so and spread the word.

I hope that this company will take a good look at their current business practices and work towards improving their record. Regardless of the fact that they do "thousands of transactions per day/week" (quote from an employee I talked to on the phone when I called) It just takes one unsatisfied customer who is determined, to spread the word on the internet and it can be done.

Janie
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#3 Author of original report

Satisfactory conclusion to problem completed

AUTHOR: Jmarie - (Canada)

Equiteric contacted me shortly after I filed on Ripoff Report. I had also left them negative feedback on ebay which basically was a link to the report I had filed on this site.

They have credited my paypal account for the amount that they owe, though it is not their usual policy. I have agreed to tear up and return the cheque that is suppose to have been mailed to me.

It is unfortunate that I had to take these extreme measures to get satisfaction from this company, but it does show that pursuing an issue to a conclusion can work.

I will state though, I will no longer do any business with this company. Even though they state the reasons why it became such a mixup; and they have apologized to me.

The fact is, they sold on ebay auction a blanket that they did not have in stock. Then their replacement for that blanket, was also another blanket that was not available. They sent me the wrong size, wouldn't send another blanket until the wrong one was sent back and then told me they didn't have the correct size anyhow. This started in September 2007, and is just being concluded now in January 2008?! Very poor business practice and in my opinion, unethical.

My next step in this, (if I had not got any satisfaction) would have been posting on every horse related forum, every free horse classified website, etc., with a link to the ripoff.com site with regards to my dealings with Equiteric. I do not need to do this now, but I was willing to go that step and spend the time it would have taken to do so and spread the word.

I hope that this company will take a good look at their current business practices and work towards improving their record. Regardless of the fact that they do "thousands of transactions per day/week" (quote from an employee I talked to on the phone when I called) It just takes one unsatisfied customer who is determined, to spread the word on the internet and it can be done.

Janie
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#4 UPDATE Employee

Refund sent this morning

AUTHOR: Equiteric Customer Service - (U.S.A.)

Hi, Just wanted to let you know I issued the refund via paypal this morning. If you need anything else, please let me know.

Thanks,

Amanda
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#5 UPDATE Employee

Response to problem in Canada

AUTHOR: Equiteric Customer Service - (U.S.A.)

Hello JMarie:

I was able to look up your order (order number 742523) and found that we did indeed have an inventory mixup on those blankets and the person who invoiced you for the new blankets did mistakenly put in a 69" instead of an 82" blanket. We apologize for the mixup.

We do our very best to be sure we have everything in stock and ready to ship, but unfortuantely our inventory can get mixed up during the course of a year. We normally respond to emails within a reasonable amount of time, however, our email load gets extremely congested between October and January, which causes a delay in response time.

Our company refund policy is to refund the order the same way the customer originally paid. If paid by paypal, we refund by paypal, credit card by credit card, and if paid by check, money order or cash, we refund by company check.

Refunds via company check are generally done on a weekly basis, however, the person who handles this was out of the office due to surgery and recovery so the check was not issued until December 28th. The refund check is #9355 for $86.54. Because of the delay of your refund being issued, my boss has allowed me to issue a refund to you by paypal (even though like I said, that's not our policy) so you can have your payment faster. Then we ask that you please destroy the check when it arrives.

I'm sending you an email to your peterboro.net address to have you email me your paypal email address (as often time people use multiple email addresses for paypal/ebay, etc.). Please check your junkmail folder if you have one, and you don't see my email in your inbox.

Thank you,

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