Barnstaple Equestrian Supplies Reviews 

Reply from Barnstaple Equestrian Supplies

Updated Jun 12, 2025

Good morning Lorraine, we are so sorry to see you appear to have had an issue with a delivery. We take any delays to orders very seriously as we understand how important receiving an item on time is to our customers.

I have looked into the for you and can confirm.

1. Your order was received at 11:20 on Monday the 26th of May and was picked and packed at 12:33 on Monday the 26th of May.

2. Please note that Monday the 26th of May was a Public Bank Holiday

3. Your item was collected by DX on the 27th of May with a tracking confirmation email sent to you.

4. Looking at the tracking your order was delivered on Thursday the 29th at 13:23

5. I do see that the item did not arrive with the depot until the 29th and I recall that there were considerable traffic issues in our area at the time, this could have delayed the delivery driver from arriving back at the depot.

6. I of course understand that you would have still been expecting your parcel on the 28th but I hope that you can see that the issue was not with ourselves but due to issues in our area that would have been out of everyones control.

7. I have looked into why you received no communication and I can only see 1 email from you which we received at 7:11am on Thursday the 29th of May. I am sorry that this email was not acknowledged which is standard practice for us, however, I imagine that would would have checked the tracking as you would have been able to do, and seen that the parcel was out for delivery. As this was the only communication from you and seeing that your parcel had been delivered we were unware that you were so unhappy with us to give a 3 star review.

Whilst we all strive to achieve the very best of service to our customers, unfortunately occassionally outside events can prevent this from happening. As a gesture of goodwill I have arranged for a store credit of £2 (which is the difference between our express and standard service) to be placed onto your account so that we can show you that this was a most unusual event.

Reply from Barnstaple Equestrian Supplies

Updated Jun 12, 2025

Good afternoon Rebecca

We are so sorry to hear that your order was delayed and totally understand how important it is for you to have received this.

I have looked into why this was delayed and can see that the item purchased was marked on our website as off site warehouse and that off site items can take slightly longer to process.

1. Your orders was receive on Friday the 16th at 18:46

2. We commenced processing on Monday the 19th at 10:07

3. Monday the 26th was a Bank Holiday

4. We received and despatched your order on the Thursday the 29th

5. To speed up the delivery time, we, free of charge, upgraded your delivery to a next day service with DX and your parcel was delivered by them on the 30th of May at 13:40. This we will sometimes do if we have just had a Bank Holiday as we have found customers have not factored in this is not a work day.

6. Your order was processed in 8 days and receive in 1 day, our standard delivery is 7 working days.

We are sorry that your expectation of the delivery for an off site item was not meet, however, we do explain in several places on our website that there is a delay in ordering stock when it has to come to us. There was also a delay of a Bank Holiday during this time which needs to be considered.

We always work hard to strived for the very best of customer service and never like to disappoint however, the time scale your order was processed in is standard for off site items and this is reflected in the extremely competative prices we offer.

Reply from Barnstaple Equestrian Supplies

Jun 12, 2025

Hi Isle thank you so much - it's great to hear you " Will Be Back"