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I should have known better...Horseloverz.com

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  • I should have known better...Horseloverz.com

    I've ordered from them twice before, and both times got super super slow shipping, and "guaranteed in stock" items that never shipped. So I should have known better, but when they had the libertyville stuff 75% off I couldn't resist. BAD idea.

    I placed a 400.00 order during a super sale promotion. The sale began at 9:00 AM on 1/24/2012. I placed my order around 9:15 AM. All of the items I purchased were listed in stock and will ship within 24 hours. I purchased several big ticket items that were at extreme discounts, and added in a few small things just so I could get them all shipped together, even though they were not nearly as good a deal. I used a code and got free shipping.

    A few of the small items were shipped to me. Even for those, shipping was extremely slow-2 weeks, when the industry standard is 3-4 days. The large items that were deeply discounted showed up as being packed. After 3.5 weeks without shipment I contacted a CSR named Mal.

    I was told that my picking slip must have been lost, and they would find my items and e-mail me the next morning. I received no e-mail, and the items did not ship. I contacted CSR Mal again a few days later, and was told that no one could help me, and they would e-mail later. I received an email stating that the items must have all been out of stock, and would I like my money back? Mal also offered to refund my shipping charges-I had gotten free shipping!

    The only handling charge I paid was an oversize fee on the biggest ticket item,a saddle, which did not ship. I replied that I wanted my items, or items of comparable quality for the same price. CSR Mal said she would forward my complaint to higher management and they would be in contact, but they have not bothered to do so.

    There are 2 possibilities that I can see:

    They never had the deep discounted items to sell. They use those deals to "trick" consumers into buying the other stuff that is not as discounted. I feel this is the most likely, since the items that did not ship were the more valuable ones.

    They mismanaged their inventory and lost half of my order. If so, that is hardly my fault.

    Either way, they apparently did not intend to ever tell me that these items are not coming. Great deal for them I guess, just keep my money and never ship.

    I still have no contact, no items, and no refund.
    ~Former Pet Store Manager (10yrs)
    ~Vintage Toy Dealer (rememberswhen.us)
    ~Vet Tech Student
    Mom to : 1 Horse, 4 Dogs, 3 Cats

  • #2
    Tweet it. I learned from an NPR program that companies monitor tweets concerning them and often tweeting is the fastest route to customer relations. I've done it with good results in the past.

    Paula
    He is total garbage! Quick! Hide him on my trailer (Petstorejunkie).

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    • #3
      Thats too bad - I've nver had an issue with them, and have been buying for years. Hopefully you get satisfaction.
      www.felixfjord.blogspot.com

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      • #4
        I've never had a problem with them. They are one of my favorite places to shop, especially when they have a good sale.
        Crayola Posse - Pine Green
        Whinnie Pine (June 4, 1977 - April 29, 2008)
        Autumn Caper (April 27, 1989 - May 24, 2015)
        Murphy (April 28, 1994 - May 5, 2017)

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        • #5
          I had extremely slow shipping too, there is still a box I am waiting on. Never had issues in the past, but very irritating. I also bought from the Libertyville sale.

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          • #6
            I recently ordered a stock-tie from them. It was a $50 tie for $5. It was shipped quickly - no issues. I'm sorry you're having so much trouble and hope that it gets resolved quickly.

            If it makes you feel better, I've had issues with SmartPak on deeply discounted items. I'm able to complete my order and then they call a few days later to tell me the item is out of stock. I usually throw in a couple of items I don't really need either to get free shipping. Those items always arrive, of course, but not the discounted ones. Clearly their website can't keep track of inventory that sells out quickly.

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            • #7
              I've heard horror stories about horseloverz - a friend ordered a high quality bridle which was on sale for a great price, and instead was sent a different bridle which was worth less than the sale price. Called and was asked to return it, was sent another wrong bridle about a month later... Was asked to return that as well. Companies which send unsolicited items actually can't legally demand you either pay for or return those items, but horseloverz sure tried to make it sound like you were responsible for their mistakes.

              I'll admit, I've never used them because I have a block against using a site which spells its name that way.
              Originally posted by Silverbridge
              If you get anything on your Facebook feed about who is going to the Olympics in 2012 or guessing the outcome of Bush v Gore please start threads about those, too.

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              • #8
                I had a really good experience ordering a grazing muzzle from them. It was incredibly inexpensive. In fact their prices were so cheap I picked up 2 lick-it treats, a tail wrap and a new dressage whip because they were all deeply discounted. (none of which I've even used, but they were that cheap!)

                The shipping came incredibly quickly, I was expecting to wait a few weeks and it only took a few days.

                Sorry you can a bad experience but I would order from them again in a heartbeat.
                "For some people it's not enough to just be a horse's bum, you have to be sea biscuit's bum" -anon.
                Nes' Farm Blog ~ DesigNes.ca
                Need You Now Equine

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                • #9
                  I've ordered from them once, probably the second time I've ever purchased anything online, for this very reason! A cheapo bridle with silver accents, it showed up four days later. Not the greatest thing in the world but for $19 what did I expect? Whin looks great in it, though.

                  That's so carpy what they did to you OP! Don't think I'll ever be ordering from them again. I still like the shop in person experience better than the convenience of online purchases.
                  Owned by a Paint/TB and an OTTB.
                  RIP Scoutin' For Trouble ~ 2011 at 10
                  RIP Tasha's Last Tango ~ 2010 at ~23
                  RIP In Sha' Allah ~ 2009 too young at 5

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                  • #10
                    I bought from the Libbertyville sale too.One of my items I was informed was not in stock about 72 hours after I made the purchase. Fortunately it was just a throw in but a great deal - I also had the feeling they never had the item but just put that price on it to draw people in. One box of stuff arrived promptly. This was the stuff I ordered from the actual website (one item plus an item of the same value of the out of stock item). The second box (the stuff I really wanted) is currently in transit with a tracking code from Fedex. I was starting to worry it wasn't going to come at all given that my order status said "out of stock" for at least a week. I do have to say when I was contacted regarding the out of stock item customer service was excellent and they upgraded my shipping.

                    It looks to me like the Libertyville stuff was at a different location and they shipped it somewhere else (Horseloverz warehouse?) prior to shipping to me. A month does seem a bit excessive but I got such a great deal I am not complaining.

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                    • #11
                      Shadowfax may be correct, it might be an issue of drop-shipping. Horseloverz may be handling a liquidation for a warehouse off-site, and they may have been given an inventory list that wasn't accurate. Not that that is an excuse, but it could be an explanation. Its not uncommon for custom orders to ship directly to a customer from a third party wholesaler, which is called drop shipping, but it this case it clearly failed.

                      I never buy from them because I find their shipping is crazy high for Canada. And I refuse to be 'forced' to buy more just to save on shipping. So I always get frustrated and just close the window.

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                      • #12
                        Originally posted by Shadowfax701 View Post
                        It looks to me like the Libertyville stuff was at a different location and they shipped it somewhere else (Horseloverz warehouse?) prior to shipping to me. A month does seem a bit excessive but I got such a great deal I am not complaining.
                        When I ordered during their Thanksgiving sale, I was told the Libertyville liquidation stock is stored in a separate warehouse and would take a week or so to be picked and sent to the Horseloverz center. This was after I sent an inquiry - I placed my order on Monday and by the next weekend, it still was not showing that anything had been picked. They were waiting on those items and then were going to ship everything together, but when I grumbled about that it would've been nice to be notified that any Libertyville stock would take an extra week to pick, they offered to ship what was available NOW and send the Libertyville stuff when it came.

                        Had I not been so diligent (thanks to reading too many COTH threads about Horseloverz shipments that took forever!), I doubt my things would've come so quickly.

                        Good prices, but only if you want to play nanny on the shipping. Ordered from Valley Vet last week and the time from order placed-on my doorstep was 3 days. Big WIN.

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                        • #13
                          I'm one of the lucky ones who have ordered TONS of times from Horseloverz and have never had a single problem.

                          They are my favorite place to shop online for discounted horse AND pet supplies!
                          Proud Native Texan!
                          owned by 3 Cardigan Corgi's + 3 wonderful horses!

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                          • #14
                            Having been to their warehouse in person, how they get ANYTHING right is beyond me! It is like a tack shop nuclear bomb went off in there. I think that trying to operate a retail location out of a warehouse makes sorting/finding incredibly difficult. They do have great tent sales there. As others noted, I know that they do buy up closing tack stores and try to sell the stuff before its truly in their possession so maybe that is why some "mistakes" happen as well. There are some great deals to be had there if you peruse long enough. I will tell you it is a legitimate business, just maybe a tough business model? Right up the road is the horse.com (also dog.com/cat.com/bird.com/etc...) outlet so it makes for an okay jaunt for a local like myself.

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                            • #15
                              I never buy from them because their website is a hot mess.
                              2016 RRP Makeover Competitor www.EnviousBid.com

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                              • #16
                                I just ordered a halter from them - Through Amazon.

                                Ordered last Thursday, it just arrived yesterday (Wednesday) before schedule. It was my first order from them, but I am happy with the fast shipping, got to the west coast faster then SmartPak or Dover do.
                                APPSOLUTE CHOCKLATE - Photo by Kathy Colman

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                                • #17
                                  I order from therm regularly and never have an issue. I always get things in a timely manner. Some of the cheap stuff is cheap, and some is amazing. I got a half price saddler from them that was wonderful, and this last sale I bought a bunch of stuff. I got a super quality girth for about $20 which was probably over $100 normally.

                                  They are also one of the few places that actually has Venice Turpentine, so I always get that for backup.

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                                  • #18
                                    Originally posted by SunkenMeadow View Post
                                    Having been to their warehouse in person.... Right up the road is the horse.com (also dog.com/cat.com/bird.com/etc...) outlet so it makes for an okay jaunt for a local like myself.
                                    What area is this? Should I ever happen to be in the area, I'll have to plan a shopping stop!

                                    Comment


                                    • #19
                                      I'm in Canada and when I actually need enough stuff to cover shipping, I'll order from them. I'm vaguely convinced they increased the amount of stuff you need to buy to get free shipping to Canada because of me... after I ordered something like 53lbs worth of stuff. (Big bulk order I split with a bunch of people)

                                      That having been said, everything I've ever ordered from them has appeared, just not super quickly. I figure at least two weeks to receive the order... although coming from the US to Canada that's really not all that bad. Occasionally I order things via expedited shipping that don't arrive that quickly!

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                                      • #20
                                        Originally posted by Curiously View Post
                                        What area is this? Should I ever happen to be in the area, I'll have to plan a shopping stop!
                                        Hazelton, PA.

                                        Dress warm, the warehouse is cold
                                        Facta non verba

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