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
Company replied
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
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Customer service is terrible
Customer service is terrible. Tried calling and no answer which was fine. Messaged and was hours in between messages again fine but I needed something urgently so had to go with the colour that I thought matched. I then got a reply and I'd ordered the wrong colour. Was advised she would check when it came to being packaged. I went with the post option that seemed to be the quickest although was just 1st class.
Needless to say no check was done, it didn't arrive in time, I didn't hear anymore!
I them emailed 5 days later to say I was disapointed to be greeted with a rude response about how I ordered the wrong one, my pictures wasn't clear (you couldn't get clearer pictures) and her children was ill. Blunt rude emails I will never use or recommend this company again. Let's hope it doesn't take as long or I have to contact to get my refund!
March 19, 2024
Unprompted review
Reply from Showponyprep
This review couldn't be further from the truth...
I did contemplate not giving it the energy to reply, but then thought i better had as on the face of it if you were to read this it would make us look like a terrible company (rather than the super hard working family business that we are)
So... the truth behind this is this customer did call a couple of times whilst i had two children off with chicken pox (and i had asked nicely to our followers to give us extra time to respond to messages and i had stated our calls will not be answered whilst looking after two poorly children and trying to run the business, make orders and process requests) but no SHE NEEDED answers and NOW.
She then proceeded to send me two pictures of her pony showing a very fuzzy short forelock with hardly any hair there to really judge what she needed colour wise.
I responded a little later telling her i thought the colour she may need would be a 13.
She responded saying she had already ordered a 12 as i was too slow in responding,
I then said i would have a look at the colour that was dispatched and if it looked wrong then i would swap. To be fair both colours 12 and 13 could match the said pony according to the pictures the customer sent so i thought i would go with what she ordered as it must be correct as she would've spent time pondering over it whereas i was having to go off a tuft picture of a fuzzy forelock with no length to really look at the tones and colours.
I then received some rude email stating she was VERY DISSAPOINTED with our service etc etc etc and i had to point out the fact in future she maybe should've paid for express delivery if she needed the forelock the next day (she had only paid for 1st class letterbox postage)
Sometimes it does take one to look in the mirror and also look at your actions and reflect as to whether you could've actually acted in a kinder way to get a better response. When you act in the way you do, it immediately makes people not want to go over and above to help. I only had to look you up and see that you are a serial complainer about service with a host of different companies and have a love for leaving 1 star reviews!
I'm also guessing that the forelock that has today been returned to us with No Name, No Reference, note or anything at all to link you to the item is yours... and you would've expected us to just mind read the fact it came from you and we were to refund it...!
Your refund is on the list to be actioned and will be done in line with our refund policy within 7 days.
We are very grateful in the fact you said you wont shop with us again and you now have a mark on your record so all future orders will be rejected. We've built an incredible community with SHOWPONYPREP® and our valued customers love what we do and support us whole heartedly, people like yourself are not the types of people we want in that community.
We will not respond or waste any further energy with this query or review and the next time you will hear from us will be when we process the refund.
Many thanks
Karlie
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Best in the Business
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 amazing products and made to the best quality I order all my browbands here and I wouldn’t trust anyone else now
December 6, 2023
Reply from Showponyprep
Thanks so much Georgie for your wonderful review, we love seeing you at shows and its always amazing when we can help you out at your moment of need! Look forward to seeing you again this season and wishing you a super successful season!
Karlie x
Always the best service and products
Always the best service and products
Wouldn’t go anywhere else for my team browbands
December 5, 2023
Reply from Showponyprep
Thank you so much Elle for your awesome review!
I love it when you ask us to make your browbands as your bespoke design looks super impressive when its completed.
Looking forward to seeing you and your mum at all the shows this season and following your success with your stunning new novice.
Karlie x
I ordered showing stuff for lihs you…
I ordered showing stuff for lihs you forgot my hairnets I messaged you and got ignored
December 5, 2023
Reply from Showponyprep
Hi Laura
That’s super sad to see this review, we would never intentionally ignore anyone! We were trading right near the ring at the London International and would’ve happily given you your hairnets (and even a spare pack to apologise). Our phone number is on the website and all of our social pages, a quick call would’ve been all you needed to do. Our messages get inundated on a daily basis and there’s only me wading through them and sometimes the auto-response marks the message as being read.
I will send you some hairnets on Monday morning and again I apologise they were not included in your Live Sale bundle.
Karlie x
Reply from Showponyprep
Thank you so much for your lovely review Sara!
It’s always wonderful to see you at the shows xxxx
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Karlie sent another pack of luminate…
Karlie sent another pack of luminate after the first one was damaged in transit
December 4, 2023
Reply from Showponyprep
Thank you for your lovely review Lesley, sorry the first pack leaked (our bad for not dealing them) lesson now learned!! Thank you for being patient with us and I’m super happy your new bag arrived quickly xxx
Amazing Products a one stop shop for all your showing needs
Great experience shopping. Beautiful products really great quality and will be buying more products in the future
November 6, 2023
Reply from Showponyprep
Thank you Emily for your amazing review! Your new show jacket looks insannneeee!!!
See you at the shows this season xx
Reply from Showponyprep
Thank you Sadie for your lovely review!
See you at the shows this season xxx
Always so helpful and every browband…
Always so helpful and every browband has been beautiful.
November 8, 2023
Reply from Showponyprep
Thank you for your review Shelby, so glad you love your new Browband xx
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Product good, service average
Products lovely but manager on stall at HOYS offered questionable service at best, (perhaps the week there is just exhausting).
Website suggests you may want to make an optional monetary tip to the company of 5% to 15%, this has put me off ordering more items in the future, I completed the transaction this time, but the tip idea feels a little rude.
November 6, 2023
Reply from Showponyprep
Hi Sara
I would be keen to hear more about your questionable service at Hoys? Please do email your feedback through to Info@showponyprep.com - as for the tip section on the website, it’s not something we have introduced it’s part of the wider module our website is built on and we are in the process of having it removed but the majority of our customers just bypass it anyway as we tell them too. We never would expect a tip from anyone.
Many thanks
Fabulous products
I buy numerous products from Showponyprep and Karlie and Tal are always super helpful. The range available and the attention to detail is brilliant.
November 2, 2023
Reply from Showponyprep
Thank you for your awesome review Lucinda
Looking forward to seeing you at the shows this season xx
Lovely people and items
Lovely people, lovely business. Ordered a couple of times and items have always arrived well packed.
December 6, 2023
Unprompted review
Reply from Showponyprep
Thank you April for your lovely review xxx
Reply from Showponyprep
Thank you Kimberley for your wonderful review xxx
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Reply from Showponyprep
Thank you for your wonderful review xxx
Great service and products
Great service and products. You are now my go to shop for my showing needs! Thanks xx
December 3, 2023
Unprompted review
Reply from Showponyprep
Thank you Sam for your wonderful review xxx
Not matching and no refund!
Messaged and asked if they had matching bows for a tie. Was told to look on the website, found some matching ones. Got sent something completely different. Messaged and was told that was all they had and thought it would be ok. Tie was striped and bows were polka dot! Asked for a refund for the bows and sent them back using the same postage they had been sent with.
Contacted 4 weeks later to be told they had never received them nothing they could do, sent proof of postage and heard nothing. The bows that matched were on the stall at STARS! Used them for years from when they were just starting out and always recommend but I won't be again. Such a shame as the products are fabulous.
October 11, 2023
Reply from Showponyprep
Hi Amanda,
Its a real shame you didn't just chat to us when you saw us at STARS, we don't bite and we would've done our utmost to help you (as we do with all of our customers).
The fact you are stating we had pink bows on show at STARS is a categoric lie as we ran out of stock at the Horse of the Year Show. Your order was made on the 9th October which meant we were struggling to fulfil so we sent you some sugar pink bows that matched the sugar pink tie (the tie only has subtle same colour striped detailing and therefore would match with any pattern you were to place with it)
The conversation we had was nothing like how you mention in the above post, which again is very strange for you to write it in such a detrimental way - just to remind you of what we said to each other i have added a transcript and dates below...
13/10/2023 - Amanda to Showponyprep
Hi I ordered a pink child's tie with matching accessories. They have arrived today and the bows don't match the tie. The tie is striped and the bows a different colour pink and spotted. I have attached a picture to show the colour difference as it's quite significant.
14/10/23 - showponyprep to Amanda
Hi Amanda, unfortunately, they are the last pair of pink bows we have so by all means you can send back for a refund but we searched high and low to find you a pair that would compliment the tie. Our return address is xxxx
14/10/23 - Amanda to Showponyprep
Am I able to send the bows back and keep the tie if possible please? It's not a problem at all I just wanted to let you know 🙂
14/10/23 - Showponyprep to Amanda
Yes of course x
19/10/23 - Amanda to Showponyprep
Hi the bows went in the post yesterday. Do you have my bank details to refund when they arrive?
20/10/23 - Showponyprep to Amanda
Hi Amanda we go on holiday today for a week but I will of course action as soon as we return and deal with any returns x
You then sent two messages whilst we were on our holidays asking for a refund to which our auto response had incorrectly marked the message as read.
I then let you know that had been an issue and asked for your proof of postage as the bows still hadn't arrived back with us - I NEVER said there was nothing I could do, I’ve just been back through every interaction and all I asked for was proof of postage so I could chase up with Royal Mail. When your item finally arrived back, you hadn’t bothered to put your name anywhere or a note in the parcel which meant I had no records to refer to to process your refund.
I cant locate any previous orders on your records on our system but i thank you for saying you have previously recommended our business, you are right our items are the best on the market and this is something we are extremely proud of.
We at Showponyprep are a small family business (just myself and my hubby doing everything) and sometimes we do get it wrong… and we always hold our hands up but after reading this review, I genuinely do hope that you shop elsewhere in future as we would prefer not to have customers like yourself as this could’ve been dealt with in a much better way.
Karlie
Scarf Order 19505
Order 19505
Wrong scarf sent, I can’t even see the design I was sent on the webpage, and after I carefully colour matched to gloves and a fedora, I was disappointed, it’s a gift, no time for other choices, I’ll stick with it, and hope for the best. The return policy is in favour of seller, all postage is on the buyer, even if you get your money back for the item, you’ve wasted your time and the best part of a £10 & like me, have been stressed & bitterly dissatisfied.
On hindsight of ordering, if you pick a colour, you’ll get that colour roughly, but it could be any design, which is not what you want.
REPLY to Showponyprep; my phone number was correct, this was how I received my order number, a note of explanation with my order would have been better, rather than leaving it to guess work, as it is, you are blaming me, calling me ungrateful, and telling me I’ve upset you.
December 9, 2023
Unprompted review
Reply from Showponyprep
Hi Linda,
It’s a shame you didn’t contact us directly prior to posting on here as you will have been advised that we did try to contact you on the number you left, but the number you left had one digit missing and you didn’t leave an email address either.
The scarf you ordered was a cream and gold designer inspired scarf, we no longer had the specific one you ordered but we did in fact have one that is from the same range but usually retails for a much higher cost as it’s very similar to another well known brand and is silk.
We thought as it was Christmas it wasn’t nice to just reject your order so we upgraded you to the exact same colour scheme but for our higher end scarves as we thought we were doing a nice thing. It’s obvious from your review that this act of kindness hasn’t been recvd in the way it was intended, which is rather upsetting.
I’m hoping the person you gift this scarf to loves it the same way as we were super proud in upgrading your order.
Anyway we hope you and your family have a lovely Christmas.
Many thanks
Karlie
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Reply from Showponyprep
Thank you for your wonderful review Hayley, we hope you love your new Ultimate Show shirt and your Q-mark Comb!
Have a wonderful Christmas
Karlie x
Excellent service as always.
September 5, 2023
Reply from Showponyprep
Thank you so much for being an awesome customer!
We appreciate you all so so much
Karlie xx
Great service and the loafers are so…
Great service and the loafers are so comfortable and very reasonably priced
September 4, 2023
Reply from Showponyprep
Thank you so much for being an awesome customer!
We appreciate you all so so much
Karlie xx
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