Kentucky Horsewear Reviews 151

I am writing to express my deep disappointment regarding the lack of customer service I have encountered in my recent experience with your company. I purchased a girth cover, believing I was dealing with a UK-based website, and was taken aback to discover that your operations are actually based in Belgium.

Upon receiving the item, I found it was not fit for purpose and proceeded to initiate a return. After approximately twenty minutes of navigating your convoluted website, I was shocked to learn that I would be responsible for returning the item to Belgium at my own expense. I complied and returned the item, only to find out afterward that it was stuck in customs, and I am being asked to pay an additional 50 euros for clearance. This situation has become unacceptable, and I refuse to bear these extra costs under these circumstances.

Additionally, I have reached out to your customer service team for assistance, but unfortunately, I found them unhelpful and unable to provide any solutions to my predicament. This entire experience has been nothing short of horrendous, resulting in lost time and money with no resolution in sight. It is disheartening to feel like my concerns as a customer are not being addressed.

I hope you take this feedback seriously and improve your processes to prevent such unfortunate experiences from happening to other customers in the future.

I placed an order 3 weeks ago, it has still not been filled. The company has made no effort to reply regarding the order despite multiple attempts to contact them.

Will never buy from them again awful customer service and extra fees when sending it back they don’t make you aware of and still have no refund or my purchase back!

The worst customer service ever, I ordered an item from their direct website instead of one of the UK based resellers. I bought the wrong item and they are making it impossible to return, the communication is dire! Whilst I love their products I will not buy another out of principle, eventually they will get the message as they upset more of their customers.

Kentucky horsewear is by far my favorite brand. Love the classic and timeless styles. Interchangeable liners and matching sets. The quality it fantastic.

I don't understand the negative reviews for Kentucky horsewear, I have purchased over 20 items from this brand, rugs, horse boots, halters etc, I am obsessed, the quality is fantastic and I have had excellent customer service from This company. They really set the standard in innovative horsewear.

The product had multiples unstitched seams. Probably Chinese production, which makes the price far too high

I ordered a Kentucky Neck for my daughter’s ponies turnout rug. It was apparently delivered by FedEx and sign for by “A.Scott” It hasn’t been received by us or any of our neighbours. I tried contacting FedEx but they wont talk or respond to me and will only discuss the matter with the shipper. I have emailed Kentucky a week ago and had no reply. I cannot find a telephone number anywhere online for Kentucky in the Uk so can’t get any help. We have hundreds of pounds of Kentucky rugs and saddle pads but with this terrible service we wont be buying anymore. Don’t bother with Kentucky, they have great products but don't care at all about their customers. We are £70 out of pocket and no one wants to help.

Very disappointing ! I bought a saddle pad during the Black Friday week that I wanted to offer on Christmas. After waiting more than 2 weeks, I received the wrong one.. I sent an email to explain my situation one week ago and still no news, what a bad experience

Terrible service. They send order confirmation emails without order number, they don't reply to emails, after 20 days I'm still waiting in their total silence. Never again, don't order from this site, terrible

What a shame in terms of costumers service and delivery !

Order made with a foreseen delivery date on the 18th.
Delay and no internal help or explanations, delivery foreseen on the 23th, after the Christmas dinner, just an embarrasing situation without any help of the customer service.

EDIT 17/05
Still not interested at all, haven’t actually registered my complaint properly and have ridded themselves of all responsibility. The customer service I have received is truly appalling. Luckily I got a refund from the original store and they were super, but this still doesn’t change the pain and discomfort this needlessly caused my horse.

Purchased a fly mask, seemed to fit fine as had these kind of masks before, but it absolutely rubbed my horse raw in less than 2 days that he was wearing it! I’ve never had this issue before with any other brand.

Contacted them and they were absolutely not interested, had to chase them about 6 times for a response to every email, offered to send me a CHEAPER fly mask to replace their defective one and when I said this wasn’t good enough they responded that there’s nothing wrong with the current one and it can still be sold!!! It’s covered in blood!

I have asked to escalate this but Kentucky horsewear have clearly ditched all customer service and clearly do not care, tried to said it’s because my horse was sweating and that caused the rubs, but in 20° heat a bloody fly mask should be fit for purpose to begin with!

Absolutely appalled. Will never ever be using again. Will be telling everyone how awful this company has become, does not give a toss about their products and how they affect horses just all about making money

Your products quality is excellent. I highly appreciate fast delivery and the return policy. Your customer service team is very helpful and extremely supportive. Thank you very much!

Great quality products! I absolutely love the colors and fitting for my horses. Specially the information per product makes it easy to see how they suits.

Hey, ordered two items. A saddle pad and front boots. A saddle pad is wonderful. Absolutely love it. The delivery was fast, just 2 days. BUT! In the package was just a saddle pad. No one is answering on the email.

Beautiful Dy'On riding jacket. Size was wrong from the Dy'On website, however the return process was seamless and I received the right jacket in due time.

Amazing quality on the product.I came super fast and it was super easy to communicate with the staff!

comment changed,

Good communication with customers service. their products are extremely appreciated by my girls, young riders, and we look forward to the dog range for our puppy cane corso.

Their equipment might be beautiful but they ship very late, and they will not give you a return label. I had to pay 40€ to return items worth 130€. I feel completely scammed by this. Most companies offer a return label.

I am SOOO disappointed that this company has changed so much for the worst.
I have bought 2 coats for my dog previously and all was fine. I think the company grew and the customer services just vanished. I have placed an order on 24 November 2023, 2 weeks later it has been dispatched to a completely random address in the U.K. that does not exist. I have tried contacting the company relentlessly via email, Instagram and trying to find a telephone number but unlike previously they have deleted the number now. I can not amend the address as it has to be done by Sender. I have no coat, no money and no luck in contacting this company. So so disappointing. All I want is my money back and will be filing the PayPal claim. So sad that although good quality - terrible customer services. 3 weeks - and still trying to get in contact.
AVOID