Ordered a 28" dressage girth and was sent a 52". I raised this with customer services within an hour of receipt. According to "Conrad" he's waiting for a response from the buying team and will get bac... See more
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Update 20/11/24. Having posted this review 3 days ago, the item suddenly arrived yesterday! Still no response from so called Customer Services, but I'll edit my star rating from a 1 to a 3 ....... See more
Made an order on 29 Oct and still haven't received the item, even after it was detailed in stock on the website! After chasing twice, they had admitted there were issues with the stock on the overflow... See more
So ordered boots arrived promptly wrong size so returned next day signed for. Ordered new pair as no exchange option. Still waiting for refund nearly a month later. Total lack of communication from cu... See more
Company details
Written by the company
Shop our wide range of stylish equestrian clothing and everyday equestrian essentials in our online shop. Free UK delivery. We ship overseas too. Shop today.
Contact info
Prospect House, Colliery Close, Staveley , S43 3QE, Chesterfield, United Kingdom
- Customerservices@equus.co.uk
- equus.co.uk
2.1
Poor
9K reviews
Replied to 72% of negative reviews
Typically replies within 2 weeks
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Well over a month Iv been waiting for a…
Well over a month Iv been waiting for a mounting block I was told 3 weeks ago that it had been sent out no tracking details still haven’t received the item no I don’t even get a reply on email
This website is a scam take your money and never received my item
June 8, 2025
Unprompted review
Reply from EQUUS
Hi Alex.
Thank you for your recent review.
Firstly, I'm terribly sorry that you've had a negative experience with us, we appreciate how frustrating it must be not to receive your order.
I've had a look into your order with us and can confirm the order was shipped with valid tracking on the 26th of June. Unfortunately, on further inspection of the tracking it seems that your order has gotten lost in the post.
I can see you emailed our customer service department before it was shipped for further information on the order and they did reply to each of your email within 24 hours - to which you replied back to.
I can't see any emails from you explaining that you haven't received the order so this is why it wasn't resolved - we do need to be made aware if an order hasn't arrive.
I've just sent you over an email with a form to fill in so we can launch an investigation with the postal services and get this resolved for you as quickly as possible.
Once again we're truly sorry for the inconvenience caused to you and we look forward to getting this resolved quickly.
Kind regards,
Equus
only delivered 1 of 2 items after more…
only delivered 1 of 2 items after more than 4 weeks and being chased up many times i got a range of excuses given to me:
1. glitch in system
2. new software
3. overflow warehouse issues
which one is it?
in the end i gave up and asked for refund this was given quickly or i would have given one star
May 16, 2025
Unprompted review
Reply from EQUUS
Hi Victoria.
Thank you for your recent review.
I am really sorry to hear you had a negative experience with us, the is the last thing we would ever want to happen.
Technical issues are extremely but unfortunately on some occasions can happen but our team will always do what they can to resolve any issues quickly and efficiently.
I'm afraid we are unable to locate your order based on the information provided. To help us resolve this situation as quickly as possible, could you kindly send us your order number and any further details that may help?
We'll then be able to investigate this for you and see what's happened with your order.
Kind regards,
Equus
Awfully long time to arrive
I placed my order last month, and they've taken an awfully long time to arrive.
May 13, 2025
Unprompted review
Reply from EQUUS
Hi Rachel.
Thank you for your recent review.
I am sorry your order took a while to arrive, we do state on the website that orders can take up to 10 working days to be shipped at the moment.
I'm afraid we are unable to locate your order based on the information provided. To help us resolve this situation as quickly as possible, could you kindly send us your order number and any further details that may help?
We'll then be able to investigate this for you and see what's happened with your order.
Kind regards,
Equus
I’ve ordered from them many times over…
I’ve ordered from them many times over the last five years and always been happy at the choices and prices, as well as the speedy delivery. The products and site are very straightforward and not overpriced.
May 1, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this!
We're pleased you're happy with the item and we look forward to you ordering with us again soon.
Take care,
Equus.
So disappointed with customer service
So disappointed with customer service. Had part of my ordered delivered (very happy with) but with the items not received I did not get a refund. Numerous emails but still no refund. After a month I had to claim back via PayPal dispute.
November 2, 2024
Unprompted review
Reply from EQUUS
Hi.
Thank you for your review, and I sincerely apologise for the inconvenience you've experienced. I understand how frustrating it can be when you're waiting for an update on your order.
I have requested further information from you as I'm unable to see any order information to look into this for you.
I can assure you if a refund is requested this is processed within 48 hours of receiving the email.
Please get back to us with your order information so we can look into this for you.
Kind regards,
Equus
Returns not accepted.
I have never heard of body protectors being a restricted item to return. Until now that is.
I measured and bought what was indicated by the information on the site, it has arrived (in good time, may I add) and it's far too big.
Pretty unusable and would probably cause more problems wearing it than not.
I went ahead and ordered a smaller size and packed the unused one to return. When I went to print a returns form thats when it states, body protectors are under the same category as underwear and are non returnable. I have checked a couple of competitors and they all accept body protector returns.
I think its pretty poor this isn't more obvious upon purchase.
I would go elsewhere as the measurements aren't accurate and you dont have return rights.
April 29, 2025
Unprompted review
Reply from EQUUS
Hi Sophie.
Thank you for your review.
I'm sorry to hear that you didn't realise our body protectors are non returnable.
I can confirm we do state on all listings of body protectors very clearly the following information:
Body protectors. A body protector is an important piece of safety equipment. Because of this, we expect you to have already been fitted by a qualified fitter and to know your size. For this reason, all body protectors on our website are non-returnable and non-refundable.
We also state this in our returns policy and our terms & conditions so that customers are able to see this 3 times before making a purchase.
I appreciate this must be frustrating and we are sorry we cannot accept this back as a return but unfortunately, due to it being safety equipment we don't allow the return of these items.
I've checked the item you purchased and the measurements that we have on the website are correct.
Once again we apologize for the inconvenience caused.
Kind regards,
Equus
I placed an order for four tops…
I placed an order for four tops returned two only received a refund for one, the other two haven’t arrived and yet my money has been taken. This was over 4 weeks ago, I have emailed three times no response so I have raised a claim under section 75 with my credit card.
March 28, 2025
Unprompted review
Reply from EQUUS
Hi Claire.
Thank you for your recent review.
I'm sorry to hear you've had a negative experience with us, I've had a look into this.
I can see that you did indeed return 2 items to us and they have now both been refunded. Due to them being from separate orders and only receiving a returns form for one order it caused a delay in the second order being refunded.
I can see that we have a 12 email thread with you explaining this and that you have been responding to us, all our responses have been sent within 48 hours.
We are really sorry for the delay in processing the second refund and for the inconvenience caused but I can see that this has now been resolved for you.
Kind Regards,
Equus.
Terrible service from the start
Terrible service from the start.
21days for most items to be sent out to then told 5+ weeks.
Poor communication
Discrepancies between e mail s stating why items not sent and when they would be sent.
Order cancelled but they conveniently forgot to refund.
Initially told refund 3-5 working days a week ago and now told 14 days.
DO NOT BUY FROM THIS COMPANY
April 16, 2025
Unprompted review
Reply from EQUUS
Hi Alisa.
Thank you for your review.
Firstly, I'm so sorry about your order and that we couldn't fulfil it on time on this occasion,
We had some difficulties with the supplier in receiving your order with us in our main warehouse - the stock unfortunately got delayed and we appreciate your frustration in not receiving your order on time.
I can see that our customer service team have responded to all your emails within the 48 hours timeframe explaining the delays and giving you as much information as they could.
I am sorry that you then had to cancel your order as it was taking too long for you - the purchasing manager has been made aware of this and is speaking with the suppliers to put in something that will prevent this from happening again as the last thing we'd ever want to do it let a customer down.
Take care,
Equus
Avoid! You will not get your order!
This company is clearly going into liquidation. They are taking payments for goods but not delivering. Unless you want to waste your time chasing your items I wouldn’t bother with this company. I have asked to cancel my order and be send a refund, which fortunately customer services, have obliged.
I will now have to shop elsewhere, just wish I’d checked these reviews before making my purchase.
April 14, 2025
Unprompted review
Reply from EQUUS
Hi Sharon.
Thank you for your review.
Firstly, I can assure you weren't not going into liquidation so please don't worry!
I'm really sorry that their was a delay in shipping your order and for the inconvenience caused, we had a delay on receiving some stock from our supplier which unfortunately effected your order. This has now been resolved and systems put in place to prevent this from happening again.
I'm pleased to see our customer service team responded to your emails quickly and got the order cancelled at your request.
I apologize once again that you had a negative experience with us.
Kind regards,
Equus
Still Waiting, No Updates
Ordered an item last month and I’m still waiting. Chased and was told there was a delay but they would despatch it as soon as possible, that was a week ago. Still no updates and it will be a month waiting at the end of this week with no communication unless I chase them. As it stands wouldn’t recommend.
April 7, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you for your feedback, and we’re very sorry to hear about your experience. We understand how frustrating it must have been to deal with the delays and lack of clarity regarding your order.
While we are unable to locate your specific order without further details, I want to assure you that our customer service team are replying to all emails within 48 hours so please reach out to them as they will help in any way they can.
We truly appreciate your patience and understanding, If you’d like us to investigate your case further or if there’s anything else we can assist with, please do reach out with your order details.
Thank you again for bringing this to our attention.
Kind regards,
Equus
Item not received
I ordered a show top on 22/3/25 money was taken on 23rd from my bank. I have still not had this item. I have emailed twice and not received a response at all. I have now raised this with my bank.
March 22, 2025
Unprompted review
Just buy elsewhere!
Take the complete and utter mick with their dispatch time. 3 weeks from placing my order (of one item!) to dispatch it.
A really terrible company.
March 29, 2025
Unprompted review
Reply from EQUUS
Hi Megan.
Thank you for your review, and I sincerely apologise for the inconvenience you've experienced. I understand how frustrating it can be when you're waiting for an update on your order.
I have requested further information from you as I'm unable to see any order information to look into this for you.
We do state on our website to allow up to 10 working days for orders to ship, this is due to some of our items being held at the suppliers however, if it has gone over this time then we are truly sorry for this and the inconvenience this has caused.
We appreciate your patience and are working to improve our dispatch times going forward.
If you need any further information or tracking details, please don't hesitate to reach out. Thank you again for your understanding, and we hope your item arrives soon and meets your expectations.
Kind Regards,
Equus
Stealing. Do not use!
Been waiting for stirrup leathers for four weeks.
Emailed customer service who said they’d look into it. No response.
Chased again, no response.
Still showing as in stock on their website. Haven’t even had the decency to tell me order is delayed, I had to contact them.
Taken my money and now not giving me the item so actually stealing. Disgusting. Will NEVER use again. Have just contacted my bank to raise a payment dispute.
February 28, 2025
Unprompted review
Reply from EQUUS
Hi Samantha.
Thank you for your feedback, and we’re very sorry to hear about your experience. We understand how frustrating it must be having to deal with the delays and we're truly sorry for this.
I've looked at your emails with our customer service team who have responded to everyone of your emails within 48 hours explaining the delays on your item with our suppliers.
I can see we did respond to your email on the 28th asking if you're happy to keep the order for a discounted price, if you'd like to reply to your email we'll get this resolved for you.
We understand the urgency of your order. If you'd like to wait for the delivery, we will do everything we can to expedite it. However, if you prefer a refund, please let us know, and we will process it immediately.
Kind regards,
Equus
Do not believe their delivery times!
Do not believe their delivery times!
A very basic order of clothing and it takes over 13 working days and still parts of my order aren't delivered.
Customer service is slow to respond (if they do) and only via email.
I would use other suppliers!
February 20, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you for your review, and we’re very sorry to hear about the issues you experienced.
While we are unable to locate your specific order without further details, I want to assure you that our customer service team is working hard to respond to all inquiries as quickly as possible - at the moment the reply time on emails is 48 hours.
We do state on our website to allow up to 10 working days (Monday-Friday) for your order to be received, so customers are made aware beforehand.
I'm terribly sorry that your order was late and the inconvenience that this has caused you but if you need anything else at all please get in touch.
Kind regards,
Equus
I have been waiting now 4 weeks for…
I have been waiting now 4 weeks for delivery of my items, emailed on numerous occasions but no response.
The money has been taken no contact phone number and no way of getting hold of the company. DO NOT BUY FROM THIS COMPANY
March 11, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you for your review and I'm terribly sorry that there's been a delay on shipping your order.
I can confirm at this moment of me replying all customer emails are being responded to within 24 hours, this is usually a maximum of 48 hours at peak.
We’re concerned to hear about the delays and errors you both experienced. Unfortunately, without the order numbers or names, I’m unable to locate your specific orders to investigate further. If you could provide those details, we would be more than happy to look into the situation and ensure that the order is shipped ASAP for you.
We look forward to hearing from you and getting this resolved.
Many thanks
Equus
Absolutely shocking customer service
Absolutely shocking customer service, they picked and delivered me the wrong size product, then insisted I return the item, didn't offer anything towards my cost of returning, said they couldn't replace the item and have now had my returned item a week without making any contact to confirm receipt, refund my money or even respond to my emails to their customer services team!!
March 10, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you for your recent review and I'm sorry to hear you've had a negative experience with us.
I'm so sorry that the order was mis-picked and you've been sent the incorrect item - without your order information or name we're unable to search the order and give further information on this.
However, I can say that with any mis-picks the return shipping will always be refunded to the customer via our customer service team - this is our policy and something that they all stick by.
Unfortunately, we can't always replace returns which sounds like what has happened in this case and they will therefore be refunded. Once an order has been received by our returns department it can take up to 7 days to process the refund/return.
If it has been passed this time please get in touch with your order details and we'll get this resolved for you right away.
Kind regards,
Equus.
Don't waste your time or money
Ordered an item with a 3 week lead time, allowed 3 weeks for delivery. No despatch email received and no response to customer service emails. I now have a battle to either get the item or a refund. Don't waste your time.
March 10, 2025
Unprompted review
Reply from EQUUS
Hi.
Thank you for your feedback, and we sincerely apologise for the inconvenience you've experienced. We're sorry to hear that your order has not yet arrived and that you've not received an update.
Unfortunately, we weren't able to locate your order based on the information provided. Could you please share your order number or the full name associated with the order? This will help us investigate the situation more thoroughly and provide you with a timely resolution.
We understand how frustrating this must be and want to ensure that your issue is addressed as quickly as possible. Please rest assured that once we have your details, we will prioritise resolving this matter.
Thank you for your patience, and we look forward to hearing from you soon.
Kind regards,
Equus
Unbelievably long time to deliver
Unbelievably long time to deliver. I made a simple order for a mineral lick and it still hasn't even been dispatched!!
Won't bother again as there are loads of websites that take a lot less time.
Dreadful
March 5, 2025
Unprompted review
Reply from EQUUS
Hello,
Thank you for your feedback, and we apologise for the inconvenience you experienced. We understand how frustrating it can be when awaiting an order.
We do state on our website to allow up to 10 working days for an order to arrive - if it has gone over this time please contact our customer service team and someone will be in touch to get this resolved for you.
Many thanks
Equus
Lacking customer service
I placed an order for stirrup leathers and then read the reviews which were not at all favourable and made me a bit concerned about my order. On the website it did say they might take a few weeks to arrive which was fine as there was no urgency. I was pleasantly surprised and relieved when they arrived a few days later and I’m very happy with them. However at the same time I did order 2 plastic curry combs which I did not receive, I was sent 2 mane combs instead. I did send Equus a message and received an automated reply saying my query would be dealt with in a couple of days. That was 10 days ago and although my query was apparently important to them, I’ve given up hope now. Would I risk using this company again? Probably not. There are many other equine companies who offer excellent customer service and I think that’s important when you’re ordering online.
February 8, 2025
Unprompted review
Reply from EQUUS
Hi Judith.
Thank you for your review and apologies for the delay in getting back to you on this review.
I'm pleased to hear that your order arrived with you quickly but I apologize that 2 items weren't correct.
I can see you emailed us on the 11th of Feb at 11am and our customer service team responded on the 12th of Feb at 14:52 requesting images of the items you've received but haven't received a response.
The email may have gone into your spam folder?
I've resent this for you now and if you could please get back in touch with the images we will of course get this resolved for you right away.
I look forward to hearing from you.
Many thanks
Equus.
Terrible company to deal with still…
Terrible company to deal with still haven't received full order 7 weeks on , excuse after excuse .buy from another equine retailer, they can not fulfill their orders .once I stated paypal dispute would be initiated refund for outstanding order was made quickly
February 4, 2025
Unprompted review
Reply from EQUUS
Hi there,
Thank you for taking the time to leave a review,
I'm afraid I'm unable to locate any orders or correspondence under your name.
Can you please send an email with your order details over to Customerservices@equus.co.uk FAO Katie and I can take a look into this matter for you.
Look forward to hearing from you shortly.
Kind Regards
Katie
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