Customer Service

As you know I tend to not buy a lot of things for my horses.

(FYI saddle pads don't count - they are totally required. )

I do my very best to buy local as much as possible. I like to support the local economy and I really enjoy the relationship that grows by returning to the same place. But sometimes I simply cannot get what I'm looking for locally- either because it can't be ordered in or because the price is prohibitive.

Prices in the U.S. are usually much better. Much much better. So when Ed was visiting his brother who has a house in Arizona I ordered some things from Riding Warehouse.

One of those things was the Freedom Feeder slow feed hay net. I was very disappointed in it- within a few weeks it had some holes in it. I wouldn't describe my horses are hard on things and I also happen to think that if you make something for horses to eat from you should assume that it needs to be tough.  So I went on the website and left a negative review. After that I shrugged and looked into other options for a hay net.

Two days later I received an email from Riding Warehouse. They had read my review and wanted to make sure that I knew about their return policy. They accept returns for up to one year after purchase. I hadn't really thought about it- I accept that if I order from the U.S. returns are not worth it.

But I spent a lot on the haynes so I spoke to Ed and we figured it would be worth it to mail it back and then apply the credit to something to go to his brother's (who will be coming to visit in the spring).

So I emailed back and said I would return it. Immediately I received another email asking if I needed a return label.

Oh, really? I can have one? Yay.

So I emailed back and said sure. Also, I was in Canada. Was that a problem.

Turns out that it was- they do don't do labels for Canada.

But let me quote the rest of the email:
"Due to the custom fees that are associated with getting an international return back into the states, returning the net will not be necessary! 

You can expect for an email containing an electronic copy of the store credit issued for the hay net to be emailed to you in the next 1-2 business days. Please note, this credit does not expire and is eligible to be applied to any future orders that you may place with us.

Let us know if you have any further questions or concerns and we will be happy to accommodate your requests. 

Our team hopes that you have a wonderful week~

Maddie :)"

So, to recap: I wrote and review and received a store credit with no need to return my net. 

And the next day I received my credit voucher. Maddie is my new best friend. 

The older I get the more I value and appreciate good customer service. While I will still continue to buy local as much as possible. 

I am so very impressed with the level of service from this company. 

You're planning to shop more aren't you?