Robinsons Equestrian Reviews 63

I bought a Horseware Bundle turnout rug system for my horse in October 2019 from Robinsons. In less than a year the outer failed and was leaking quite badly. I spoke to Robinsons for help but was told their guarantee was for only 6 month - for a horse rug???? I asked for advice - should I contact the manufacturers? - but was told they couldn’t advise and sent me an email to say my “ticket had been resolved” (apparently a “ticket” is an enquiry). I asked again for advice as to what I should do (as far as I was concerned my enquiry had been far from “resolved”) but was completely ignored.
I have been buying equine products from Robinsons for over 20 years and have always felt confident in their customer service but this was so disappointing. I have since learned that they have been taken over by Sports Direct - say no more, sell ‘em cheap but give no service. I won’t be buying from them again.
Incidentally, I contacted Horseware with my complaint and have heard nothing from them since.

Brilliant communication.
Ordered, had a email with in a hour offering refund as was out of stock but then had another email to say stock had just arrived. Item arrives next morning by 10am.
Very impressed.

Bought a dog coat which had to be exchanged until correct size found, no problems there. Refund of coat which didnt fit was more problematic as Robinsons claimed they had not received parcel. However, with a little gentle persuasion and politeness Robinsons came up trumps and swiftly refunded cost and carriage. Well done !

I purchased a riding coat and Gillet on line.They came and unfortunately a poor fit. The invoice was printed ver poorly and half the details missing.They were returned to the Shirebrook depot and I haven't received my refund. Apparently they haven't received it!!!As I've lost my postage receipt they wont refund even though I've proof of purchase etc. Disgusting service ref 5251717
Never again!!

Terrible experience using the online service with responses from a Harry Dyer (Lovell rugby). Ordered some riding boots for my daughters Christmas present. Despite being the right size for her feet (children’s 10) they fit more like a size 8. She can’t even squeeze her feet into them. I have compared with lots of other boots we have at home for her and they clearly are not a size 10. We were away after Christmas so I have now been told that despite, clearly being a manufacturer fault with the sizing and wrongly advertised on the website, they won’t return or even sort an exchange for the right size as we are out of the time period. Terrible service. I used to use the store in person and it was much better, won’t be using this website or recommending it at all.

Drove in the driving rain from Liverpool where I was up visiting relatives to Robinsons' shop (because this was the place to go for a wide range & choice when I used to live in the North West) in Ashton last Friday morning arriving just after 9. Staff on duty seemed more like security guards - 2 men in black with walkie-talkies. Asked where I could find a leather lunge cavesson and doughnut side reins but didn't seem to know what I was talking about. I was also looking for a good quality mid-thigh length winter jacket eg. Mountain Horse, Musto etc. for riding and thought I would have a good range to choose from - nothing!!! The clothes seemed to be mainly sale items left over from the summer ranges. One of the guys tried to send me upstairs to look at the walkers' jackets - err, they don't have flaps for riding! Sooo disappointed after planning and looking forward to the trip for ages. Only made 2 minor purchases (when I had been prepared to spend £300 - £400) and left.

If I could give no stars I would. The products when you get them are great but I’ve paid for next day delivery on several occasions and have either had to wait ages for them to arrive or have had to cancel the order. I decided (in a stupid moment) to give them another shot last Sunday and paid for next day delivery as we were off on a horsey holiday on Wednesday. I knew it wouldn’t come on Monday but sadly wasn’t surprised when I didn’t get an order confirmation. I contacted customer (no) service to be told there were delays in the warehouse. No apologies and no estimate on arrival date. I had to ask three times for the delivery charge to be refunded and then got an email to say my parcel had been delivered today. Wooooo hoooo I thought. Alas no. When I opened up said parcel two of the three items were missing, again with no note to say why! They’re happy to take your money but not so happy to ensure your items arrive when you want them. Needless to say I WIL NOT be ordering from them again! 🤬

Really good company years ago I've been a customer of 20+ years . But now terribly dreadful.. ordered several items in August still not received and only 1 out of several items was on delay.. and delay date kept changing .. and now the whole order has been cancelled due to not been able to process my payment well I guess you Can t process a payment when the order was placed in August!!
Not good customer service they told me to order again. What chance they will be in stock now from August and where are my items should they not be pending somewhere.. no phone number to SPEAK to a person no way to run an organisation.. to loose out on a purchase..
If items are not in stock cancel that item continue with the rest of the order that's what most normal companies do... you will get more sales!!
lost another customer... do not order.

Whilst only small in both size and cost; their carrier (Hermes) delivered the parcel to the wrong location, even putting a proof of delivery photo of a front door (different colour and unglazed) The carrier refused to accept they had made a mistake, contacted Robinsons customer service and after several weeks received a response saying Hermes had told them it had been delivered and if it was at the wrong address I should try to locate and go round.

Terrible! I ordered a birthday present in August, it has yet to be delivered today the 27th November, I keep getting emails that it’s delayed. Current eta 29th December..... no response from customer service.

I ordered jodhpurs online and received a summer crop top instead. I decided to ring the company and was told I had to send the item back myself by a very rude woman. Terrible service, terrible staff.

DO NOT BUY FROM THIS COMPANY
Such an awful company to deal with.... unhelpful and dishonest. I luckily paid on paypal so have had to make a claim......Have made numerous calls and sent emails to no avail.
Customer service is appalling, the staff dont care. My parcel was returned to them for an exchange. Hermes have a signature to say it was signed for and Robinsons say they don't have it and wont refund or exchange. Very rude, unhelpful and clearly dont care about their customers. Have opened a paypal claim.

Sadly I have to agree a once great company now a really poor Sports Direct subsidiary. Ordered a rug for next day delivery , one week later still no show. To be fair customer services have offered me a refund which I've accepted. ( it will be interesting to see if refund arrives and if so how quickly) To be honest I just wanted the rug and for it to be delivered on time . I will never purchase from here again and will stick to my local equestrian shops or Noble / Karmer on line ...both of which are fab.

BUYERS BEWARE THESE ARE A DODGY COMPANY! Wish I had read the reviews before I purchased! Honestly, go somewhere else. Purchased two pairs of Ariat Jodphurs, had to return a pair as they were significantly larger even though they were same size. I kept proof of postage and proof of tracked delivery. Robinsons are still refusing to payout saying they have not received the goods. As a customer I cannot do more than keep proof of postage and proof of delivery to obtain a refund, but that makes no difference for a dodgy company like this, you will not get a refund, go elsewhere to a more reputable company.

I remember being 12 years old and becoming all giddy that we were spending an hour in the car to go to Robinsons. ROBINSONS! The best horse shop you could ever go to. The smell of the leather as you walk in. It was huge with so much to choose from. It was like a sweet shop to any normal child.

At 24 years old I still have that excitement today but to only be disappointed that the shelves are empty and it just smells of dust. The fact that sports direct has taken it over is so sad as I really don't like dealing with them at all. I think they are just a big scam, i mean m who has a sale all year round???

I've ordered from them once a bridle that was too big, went to send it back and I had to pay! That's a big no no for me. I've made the choice to buy a product from you. I should have to right to give it back with no fee!

And then I go to order a hat and think oh what happened to rider rewards, to then come to the realisation that I now need a card and a pin??? (Which I don't have)

Quality is poor too!

We won't the old robbys back!!!

I am customer for last 3 years. Never really complaints. Brought in june shoes. Month is gone i have no money and no boots. No answers for my mobile and email. I am disappointed and sick of this. Posted letter as well. Nothing. Never shop again.
.

Going down hill rapidly.

I remember "the good old days" when Robinsons held good stocks of everyday stuff horse owners needed, and when their staff were polite, knowledgeable and helpful. These days they often run out of even the most basic stuff (mane & tail detangler) and, considering the number of rugs they have in stock, there was not a single one with a half neck.

When I asked the check-out staff if they had any more detangler anywhere, I was given a very brusque "not if it's not on the shelf". Gee, thanks for your help. Sadly not the first time I have been sorely disappointed by this store in recent times. Will probably be the last though as I doubt I will make the effort to drive there again.

I have been shopping regularly with Robinsons for many years. I have never had any issues with them. I have recently moved to Belgium, and when I ordered a lot of clothes from them in the sale, it arrived in Belgium within 4 days. Super service!

DISGUSTING CON ARTISTS! Avoid them like the plague they do not deliver on time, and what they do deliver is not what you ordered so try to get you to take rubbish product instead. Basically thieves and crooks as they do not refund the money they stole or adhere to the consumer law. NEVER BUY FROM THEM! THEY ARE CROOKS.

I ordered boots from this company and another company. The other company - country attire - offered free next day delivery and free returns. I had to pay far more for express delivery from robinson's equestrian and nearly £13 to return the boots. It is absolutely outrageous for an online company and I will never use again.