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Absolutely Horrible Experience with NetEquestrian

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  • #21
    Also had a horrible experience with NetEquestrian this last two weeks

    GoForAGallop, your experience with Net Equestrian sounds EXACTLY like mine!!! And almost at the same time.

    On 30th March 2012 I placed an order for $429 with Netequestrian. I used them as they were the only company I could find that both stocked what I wanted and shipped to Australia for a manageable shipping cost. (Some other online stores were charging $250 to ship one rug to Australia).

    I was sent an email confirming the order and was told that once the order ships, I would be notified by another email, which I assumed would only be a couple of days.
    On the 8th March 2012 I sent an email asking when my order would be shipped as I needed the rugs for the fast approaching Australian winter.

    On the 12th March 2012 I received an email from “Carol” advising me that 3 of the 5 items I ordered were out of stock, see below.
    Thank you for your recent order from www.netequestrian.com. Unfortunately, the Rambo Supreme Lite Turnout Blanket - Closeout- Size: 75, Centaur Irish Knit Sheet- Size: 74 and Defy the Fly Leg Bands you ordered are completely out of stock. This was an inventory mistake on my part. I apologize for this error. Would it be okay if I shipped the rest of your order and issued a refund for these items? If there is a substitution item available that you would like as a replacement please let me know.
    Due to our in stock guarantee, we offer a 20% discount on your order. The 20% discount will apply to all other items on your order that are able to ship, your substitution item if applicable, or the entire order if you are able to wait until we get it in stock, up to the value of the out of stock item.
    The order is On Hold until we hear from you.

    I immediately replied to this email asking for a different rug, as for the cost of the shipping it wasn’t worth them sending the other 2 very small items. I have heard nothing since!
    On 16th April and 17th April I sent emails via their website seeking order confirmation but heard nothing. My bank advised on 18th April 2012 that my credit card had been debited on 30th March – the same day as I ordered the items.

    I sent an email on the 18th April 2012 to NetEquestrian and via their website to cancel my order and refund the money, and have still yet to be replied to.

    Phone calls to the phone numbers provided say that the number has been disconnected.

    I have lodged with my credit card banking system a dispute order.

    The owner of the Netequestrian website has another online store - http://www.equineorigins.com I understand there may be other websites also operating but I’m not sure what they are.

    It looks like this on-line store has closed down by doing a runner.
    Lisa in Australia

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    • Original Poster
      #22
      Originally posted by plbk View Post
      GoForAGallop, your experience with Net Equestrian sounds EXACTLY like mine!!! And almost at the same time.

      It looks like this on-line store has closed down by doing a runner.
      Lisa in Australia
      Ugh, great to hear! :eyeroll: I did file the dispute with my cc on Friday....still haven't heard ANYTHING from "Carol". And now I'm annoyed that MY email didn't offer me 20% off of the merchandise I'm apparently never going to get!

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      • #23
        Originally posted by GoForAGallop View Post
        Ugh, great to hear! :eyeroll: I did file the dispute with my cc on Friday....still haven't heard ANYTHING from "Carol". And now I'm annoyed that MY email didn't offer me 20% off of the merchandise I'm apparently never going to get!
        But just remember that 20% off diddly squat is still......diddly squat!!!

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        • #24
          Yikes, thank you for the heads up. I hope that you all have your purchases refunded - what an unnecessary headache!
          Dapplebay - home of original equestrian clothing and accessories.

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          • #25
            I had not been aware of this company before, but I see some red flags as soon as I open the page. (and by red flags I mean things that made me wonder how professional they were in the first place.)
            "Low Prices"
            "Free Shipping over $100"
            'Free Returns"
            "No taxes"
            The old saying, "If it's too good to be true..."
            I'd rather pay a bit more and get consistant service.

            Comment

            • Original Poster
              #26
              Originally posted by Lady Counselor View Post
              I had not been aware of this company before, but I see some red flags as soon as I open the page. (and by red flags I mean things that made me wonder how professional they were in the first place.)
              "Low Prices"
              "Free Shipping over $100"
              'Free Returns"
              "No taxes"
              The old saying, "If it's too good to be true..."
              I'd rather pay a bit more and get consistant service.
              You do realize that, oh, I dunno, Smartpak/Victory Canter/Jeffer's/Dover Saddlery/and just about every other company out there all advertise the same thing, right??

              There was no reason for me to suspect anything beyond the fact that they need a new web designer. As I said, I searched them here on COTH and got several positive references to them, and several people on here stated that they have ordered successfully in the past.

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              • #27
                Man I wish i had read this prior to placing my order. I placed an order on 4/17 for $125....and you guessed it- got nothing.

                Just opened a dispute w/ Paypal.

                My blog: Change of Pace - Retraining a standardbred via dressage

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                • #28
                  Originally posted by GoForAGallop View Post
                  You do realize that, oh, I dunno, Smartpak/Victory Canter/Jeffer's/Dover Saddlery/and just about every other company out there all advertise the same thing, right??
                  They do, but they built up a clientele and a good reputation (well, Dover, um) before doing so.
                  You have to have experiences to gain experience.

                  1998 Morgan mare Mythic Feronia "More Valley Girl Than Girl Scout!"

                  Comment

                  • #29
                    Thanks for the heads up. Hope you get this resolved soon.
                    www.Somermistfarm.com
                    Quality Hunter Ponies

                    Comment

                    • #30
                      I've used them in the past and it's always gone smoothly. It sounds like they may have "attempted" to change their order management system and its not going so well. While no excuse for them not getting back to you, but their CS is probably swamped trying to fix the issues and figure out whats in stock and not. But definitely people should investigate whether they get things under control before they place an order.

                      Hoping for the best for those who are waiting

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                      • #31
                        An update on my situation.

                        I filed a complaint through Paypal yesterday. That afternoon I got an email from Carol saying they had tried to email me at another address on file saying they made a mistake about their inventory and whether I wanted different sizes/colors.

                        I said no, just refund my money - and they did promptly - paypal closed the dispute.

                        I still cant find that email - but it did get resolved.
                        My blog: Change of Pace - Retraining a standardbred via dressage

                        Comment

                        • #32
                          Originally posted by Belleaphant View Post
                          Companies cannot charge your card until the item ships. However, they can authorize the funds to cover their end. Once the item is packaged then they can capture the funds. The authorization may look like a charge on your end, but isn't (usually it says pending or authorized).
                          not true. at all!

                          i work for various mail order companies and they ALL charge you the second you hit submit on the web site!

                          eta: altho as mentioned, these are all upstanding very small companies and they ship within a day or so.... they can NOT get any chargebacks otherwise their rates go up etc.

                          eta again, for a merchant to have software that only charges once shipped they would need something besides the basic functions built into their online web stores....

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                          • #33
                            Wow- so glad I found this as I'm closing in on 45 days for paypal dispute and am going to open a dispute.

                            This company used to be awesome to deal with. They had a store front right down the road from my office which now has a for sale sign on it. So sorry whatever happened recently impacted this company as I have really enjoyed dealing with them in the past. I did see a UPS truck leaving while biking past the other day. Either way I don't want to be out $100 for nothing.

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                            • #34
                              Thanks for posting this. I was just getting ready to place an order. Sorry to hear this company is pulling crap like you describe; I've used them for a few years and never had a bad experience but too many posters here have for me to risk the frustration.

                              Thank god for SmartPak!
                              R.I.P. Ollie (2007-2010) You were small in stature but huge in spirit. You will never be forgotten.

                              Godspeed, Benjamin (1998-2014). A life well-lived. A horse well-loved.

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                              • #35
                                Refund

                                Hi all,

                                Finally had contact with Net Equestrian who refunded the purchase price in full. That's good news but some sort of explanation would go a long way to restoring their credibility.

                                Comment

                                • #36
                                  I'm following up to say that I did just receive the supplements I ordered from them (2 months ago and after filing a dispute through paypal.) So, they did make it right, although no note or anything after I notified them of filing a dispute. Just got the supplements a week and a half later. Very strange. I will miss running to the store to pick up a gift. They had the cutest kids horse toys.

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                                  • #37
                                    Like a moron, I ignored my own comment on this thread and was lured by a sale plus a discount plus great prices (in my defense, I've used netequestrian for many years without any problems). Plus, I had just purchased something two months ago without a problem.

                                    Ha.

                                    I ordered three flysheets and two flymasks (it's hard to find cashel masks for minis and these were at such a great price). I received one fly mask and was told the rest of the items were out of stock. Yet, surprise, surprise, my credit card was charged for all items. They have not responded to my emails or phone calls and I will be contacted citibank tomorrow, hoping to get things stopped at the credit card end.

                                    So, stay away from this company.
                                    R.I.P. Ollie (2007-2010) You were small in stature but huge in spirit. You will never be forgotten.

                                    Godspeed, Benjamin (1998-2014). A life well-lived. A horse well-loved.

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