Saddlemasters Equestrian Ltd Reviews 73

Reply from Saddlemasters Equestrian Ltd

Dec 4, 2020

Hi Indra,

No problem, as I've already replied to another customer regarding Bucas orders placed in late October, we did everything within our power to resolve what were very challenging supply chain circumstances when the 2nd lockdown was announced, and experienced through November. Affecting not just for ourselves but for the majority of retailers.

We've absolutely no complaints on receiving a 2 star review in your case. We have horses of our own and we know what the impact when rugs do not arrive on time. You nor your horse should be concerned with supply chain issues. He just wants his rug to keep warm!

We have learned from it and are making changes to try to resolve this issue for future customers, we have only been trading for 4 months and have learned which suppliers are more vulnerable to delays and which are more reliable. This has caused us to re-prioritise our stock spend and order more product from less reliable suppliers, so we have more control of the supply, which ultimately benefits our customers in spite of difficult circumstances.

I'm pleased to hear in your e-mail that the rug arrived just in time before the cold rain came, is fitting beautifully and keeping the old boy warm.

All the best and thank you for your review.

Reply from Saddlemasters Equestrian Ltd

Nov 22, 2020

Hi Sarah,

We're very sorry you have experienced delays with your order. Fundamentally the reason is the manufacturer turnaround times went from 1 week to 3-4 weeks within the same week you placed your order, with lockdown/UK port delays being blamed and we received no forewarning of this so that we could advise customers in advance. On top of this when we did chase up the new date for delivery, we would be given one and this then failed to transpire on not 1 but 2 occasions. Which only served to exacerbate yours (and our) frustration at the delays.

We've made our feelings known to our supplier and have been reassured this is a temporary issue. Should we be successful in receiving a credit we will of course pass this on to you as a form of compensation. I'm sorry your experience with us was not a positive one, like many other retailers we are all experiencing problems with covid's impact on our supply chains so that we can stock product, and deliver to our customers in a timely manner. We are doing our best to manage the situation and keep any delays to an absolute minimum.

We've received your tracking link of your rug despatch and you can expect delivery on Tuesday/Wednesday.