Hello, I have had an ongoing problem with Equiteric/Horseloverz.com. I won an auction on Ebay for a horse blanket on September 27th. 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. 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
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