Equiteric HorseloverZ.com knowingly selling items no longer in stock, slow shipping, poor customer service Hazleton Pennsylvania
Over the past several months, I have watched the rapid decline of this companies sales performance and customer service. Starting in November 2007, every order I have placed has been extremely slow in shipping (30 days for one particular order). All but one order has been shipped incomplete-customer service stating items were backordered-while similar items continued to be posted and sold on ebay daily.
Currently I am awaiting the arrival of 3 items (one paid for in November 2007) purchased at auction then reported as 'out of stock'.One item was refunded even though it too was an auction item.
Why is this company continually allowed to fraudulently advertise items for sale which they do not have?
Responses from customer service are slow and elicited only after a continuous barrage of emails on my part.
They promise to keep you updated as to the status of your orders while at this moment, I have an order with them-placed and paid on 12/24/07-of which I can find NO INFORMATION on at their website at all!
I am extremely dissatisfied with their poor performance and will be forced to take my business elsewhere.
While they seem to be satisfied with their level of performance, I am not. Sadly, I feel only a rapid decline in their customer base will bring about a course of remediation on their part before they lose even more clientele.
Kays71
amherst, Virginia
U.S.A.
3 Updates & Rebuttals
Equiteric Customer Service
Hazleton,Pennsylvania,
U.S.A.
Response to your Update
#4UPDATE Employee
Thu, January 03, 2008
Actually, I just at your update and my previous response and realized I forgot to include the shipping date for invoice 762953 which yes, did ship on the 27th. I apologize for my omission. It looks like I got all the other ones right, would you agree?
Tracking numbers are sent directly from our UPS machine when we send the orders via UPS. This is usually done at the end of a business day when UPS picks up our packages. As long as we have your email address, it is entered in the UPS machine and you should definitely be getting tracking numbers. The emails would show as coming from QuantumViewNotify@ups.com (sender name QuantumView) directly from UPS, NOT from our customer service. Perhaps these emails are mistakenly going to your junk or bulk mail folder on your email?
If you check your email (including bulk/junk mail folders), I'm willing to bet there is an email from UPS sent yesterday afternoon or evening regarding your shipment, but for your information, the tracking number is 1Z5852EF0343659474 and can be tracked at http://www.ups.com
I double checked on your refund you said you did not receive. It was definitely refunded on December 28th in the amount of $10.06 to the credit card you used when you originally made the purchase. It may not be showing on your card yet due to the weekend and holiday since then but you will see it soon if you don't see it yet. It can sometimes take up to 5 business days to show on the card.
Thank you,
Amanda
Kays71
amherst,Virginia,
U.S.A.
equiteric hazleton Pennsylvania -conflicting info
#4Author of original report
Thu, January 03, 2008
This is one example of the DISCREPANCIES in rebuttal from EQUITERIC and ACTUAL SHIPPING DATA.This is order placed 11/12/2007-please note date of response-2 WEEKS AFTER ORDER PLACED. (I can post more but I have already wasted enough time begging for info on orders placed and paid instantly.)The time for rebuttal was much faster than any response I ever got from customer service!
ORDER PLACED/PAID 11/12/2007
Your EQUITERIC order #762953 is ready for shipment.
From: EQUITERIC (questions@equiteric.com)
Sent: Tue 11/27/07 6:53 PM
Reply-to: EQUITERIC (questions@equiteric.com)
To:
Dear xxxxx
The order below is packed and ready to for shipment. Please allow5 to 10 days for orders to arrive within the US. If the item does not arrive, please let us know at the email address below.
The following item(s) are included in this package:
260179296041*0 Genuine Wool Saddle Blanket - Assorted - 35 x **
Quantity=1260179309896*0 Woven Western Saddle Blanket - Blue/Black
Quantity=1260179387406*0 Navajo Saddle Blanket Assorted Quantity=1045390619 Browband Western Headstall w/ Basketweave
Quantity=1045390620 One Ear Western Headstall w/ Basketweave
The following item(s) will be shipped in a separate package shortly:
260179309827 Genuine Wool Saddle Blanket - Assorted - 35 x ** NEVER RECEIVED-REFUNDED 12/28/2007
Quantity=1260179312596 Kelly Silver Star Spurs - Stars & Dots - Mens ** Quantity=1
RECEIVED 12/06/2007 (3+WEEKS)
We are shipping your package to the following address: vivian fix1037 buffalo springs tpkeamherst, VA 24521United States
You will receive a tracking number for your package by close of the next business day (M-F). NEVER EMAILED TRACKING INFO
Keep an eye out for your package, as it will arrive shortly. Please let us know if the package has not arrived in a reasonableamount of time. Thank you for choosing www.equiteric.com. questions@equiteric.com
Equiteric Customer Service
Hazleton,Pennsylvania,
U.S.A.
Response to problem with your orders
#4UPDATE Employee
Wed, January 02, 2008
Hello,
I have looked up your orders and found the following to be the case with your orders.
Order 754732 placed on 11/1: All 8 items shipped on 11/1.
Order 757920 placed on 11/12: All 32 items shipped on 11/12.
Order 762953 placed on 11/13: You were missing 1 out of the 7 items purchased, which was the Genuine Wool Saddle Blankets - Assorted - 35 x 35, which the shipping department marked as being backordered. As of today, it looks like they have found the item. It was in a different location in our warehouse and was in stock the entire time, apparently they just couldn't find the item at the time. (We are doing our annual inventory count this week so we should have less problems with items failing to ship due to inventory counting errors, and items having been placed in the wrong location in our warehouse) This item has been refunded to your paypal account as of 12/28.
Order 763382 placed on 11/17: All 14 items shipped on 11/21.
Order 765835 placed on 11/29: 18 out of 20 items shipped on 11/29. One of the items you are missing, our computer system showed we had 20 in stock, but when they went to find the item, they found something else in that location, so they removed that inventory from our computer. The other item was also an inventory error.
Order 772311 placed on 12/4: 9 out of 10 items shipped on 12/12. The missing item was the same item ordered on 765835 in which our computer had incorrectly shown we had 20 in stock.
Order 774322 placed on 12/10: 17 out of 18 items shipped on 12/13, remaining item shipped 12/14.
Order 778791 placed on 12/24: All 17 items shipped on 1/2.
Out of 126 items, we failed to ship 4 of them. We do our very best to keep our customers informed of their order's status. We send an email when we receive payment (which I believe tells you that we received your payment and will be shipping your order in the next few days), as well as an email when the order has shipped, which includes a list of what is shipping in this shipment. We also email tracking numbers. If it's been a few days since you have gotten an email saying we received payment, you can call or email us. Nothing is updated on the website until something ships. Once at least one item ships, it should show you what shipped and when.
Unfortunately, between the months of November (even late October) and January are our busiest days of the year. Our customer service team strives to answer all questions and problems in a timely manner. Our shipping team also became backlogged and worked extra hours in an effort to get everyone's order out in a timely manner. We apologize for any inconvenience we have caused.
Thank you,
Amanda