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... Leggi di più
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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 ....... Leggi di più
This company is awful. When I enquired where my boots we're, a very curt reply came back that it's stated 21 days for some items. Still waiting,no way of tracking, because you have to download a rubbi... Leggi di più
L'azienda ha risposto
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... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
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.
Informazioni di contatto
Prospect House, Colliery Close, Staveley , S43 3QE, Chesterfield, Regno Unito
- Customerservices@equus.co.uk
- equus.co.uk
2,1
Scarso
9065 recensioni
Ha risposto al 77% delle recensioni negative ricevute
Solitamente risponde entro 2 settimane
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Terrible customer service. Do not buy from this company
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 back to me today or tomorrow at latest. This was 7 days ago and 14 days after I received the girth! Never had such terrible customer service. Avoid at all costs
12 marzo 2026
Non scritta su invito
Terrible company
Terrible company, don’t buy from them. After receiving my return they wouldn’t refund me, kept making excuses and not responding to any communication. Appalling customer service. I have had to raise a dispute with my bank to recover my money.
10 febbraio 2026
Non scritta su invito
Appears to be run from a shed (or stable)
If only I’d read these reviews before ordering! Gives the impression of an outfit run from someone’s shed (or stable).
Placed an order on 6th December thinking it was plenty of time before Christmas. Things started off well receiving a pair of socks but not the gilet. Chased and was assured that the gilet would be posted 17/12 latest. Chased again on 22/12…still not posted. Posted out on 23/12 and told to expect after Christmas - marvellous! I arranged another gift.
In the New Year I made arrangements to return the gilet - thankfully postage paid by Equus. The item was received by them on 14/1. On 22/1 I enquired about my refund. I was asked for proof of postage and told on 23/1 my refund had been processed that day. Chased again 30/1…no answer…and again 3/2…no answer. I guess it’s one way of keeping hold of money for a bit longer - sadly also another way of getting a low rated review
30 gennaio 2026
Non scritta su invito
Ordered a rug
Ordered a rug, told 21 days to deliver it after that time told they didnt have stock of the rug so I asked for a refund, was told it was done and I would have the money back between 2 and 5 days. 14 days later still no sign of a refund and the communication just says they are having problems with their accounts and will let me know when its been processed...AVOID this company clearly sell things they dont stock then dont seem to have the funds to credit your money back!
11 gennaio 2026
Non scritta su invito
The customer service experience left me…
The customer service experience left me underwhelmed. While I was thrilled with the portion of my order that arrived, I didn't receive a refund for the missing items. Despite sending several emails, there was no resolution. Ultimately, I had to resolve it by filing a dispute through PayPal after a month.
5 gennaio 2026
Non scritta su invito
Risposta di EQUUS
Hi Christine.
Thank you for your recent review & order.
I’m genuinely sorry to hear that this situation wasn’t resolved to your satisfaction and that it led to frustration. While I’m glad part of your order met expectations, it’s disappointing to know the follow-up regarding the missing items and refund fell short.
This is not the level of service we aim to provide, and I appreciate the feedback as it helps identify where improvements may be needed.
If you’re open to it, I’d welcome the opportunity to review what happened and ensure lessons are taken forward. Please feel free to reach out directly so this can be looked into further.
Kind regards,
Equus
Waited over 3 weeks with no updates
Waited over 3 weeks with no updates. Messaged the company. No reply. Started PayPal dispute. Got an email saying they don’t have the item. Refunded through PayPal. Avoid!!!
5 dicembre 2025
Non scritta su invito
Risposta di 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
AVOID! Shocking company!
Awful company! AVOID!
I’ve been chasing my order for over a month now. Several emails, only to be told it’s been passed to the warehouse manager and they’ll be back in touch asap, every time.
No contact number, this should’ve rung alarm bells immediately but I thought they were a reputable company so didn’t even think to check.
Will definitely not use again and certainly not recommend.
Reading other reviews, it seems they have a vast amount of customers money who haven’t received their orders. Blatant daylight robbery.
6 dicembre 2025
Non scritta su invito
This company awful. Avoid.
This company is awful. When I enquired where my boots we're, a very curt reply came back that it's stated 21 days for some items. Still waiting,no way of tracking, because you have to download a rubbish tracking app that shares your details to other sites. Web page states different delivery times,and customer service is atrocious. Avoid at all cost.
18 novembre 2025
Non scritta su invito
Risposta di EQUUS
Hi Janet,
Thank you for taking the time to leave a review,
After reviewing the email chain between yourself and our Customer Service team, I can see that you did enquire when your item would be purchased.
Our customer team did respond, informing you that we state on the product page that it can take up to 10 working days for items to be dispatched (unless stated otherwise on the product page)
Unfortunately, it does appear that your order was dispatched out on time due to warehouse delays and I can over the weekend you raised a PayPal claim which resulted in your order being cancelled and fully refunded.
We are sincerely sorry that your order couldn't be fulfilled on time.
Kindest regards
Equus Customer Service
Don’t make me out to be a liar
Don’t make me out to be a liar, 4 days with me emailing 3 times a day isn’t 48hours. Reading other reviews seems like a lot of people have the same problem with this company
20 ottobre 2025
Non scritta su invito
Risposta di EQUUS
HI Olli.
Thank you for your review.
I'm really sorry to hear you've had a negative experience with us.
I can confirm our customer service team have been responding to all email within 48 hours (excluding weekends) emails at the moment are actually being replied to within 24 hours so I'm unsure why you haven't received a response.
I've requested further information regarding your order via TrustPilot so we can look into this for you and get your order resolved.
Kind regards,
Equus
With regards to your reply
With regards to your reply. You didn’t answer my emails within 12 - 48 hours of me sending 3 a day, it took 4 days and only when I said I was getting my solicitor onto you, you then emailed me back. Avoid this company, they lie about stock!
20 ottobre 2025
Non scritta su invito
Risposta di EQUUS
HI Oliver.
Thanks for the review.
This is totally untrue, every email you sent to us was replied to within 48 hours (working days only) and you replied to these so did receive them.
I am sorry your order didn't work out with us and for the inconvenience this caused.
Kind regards,
Equus
Ordered late Monday and arrived…
Ordered late Monday and arrived Thursday. Very happy as items were as described. I also found the customer services person, Carson fabulous at communication and I would highly recommend this company.
14 novembre 2025
Non scritta su invito
Risposta di EQUUS
Hi Anna.
Thank you so much for taking the time out of your day to leave us a review, I made sure Carson is aware this was left.
We're so pleased you're happy with the order and the customer service received.
We look forward to hearing from you again in the future.
Kind regards,
Equus
I bought a rug with a neck cover
I bought a rug with a neck cover, it wasn’t cheap, far more than I usually pay for a rug. When it arrived it had no neck, I’ve tried to get a refund but they’re not interested. I’ve gone via PayPal to hopefully get my money back.
12 novembre 2025
Non scritta su invito
Risposta di EQUUS
Hi Annalie.
Thank you for your review and I'm sorry you've had a negative experience with us.
I've looked into your email chain with our customer service staff and as they've mentioned you've purchased the rug without the neck - you can see this on the image of the item you purchased. It also states very clearly on the title and the listing that this is for the rug.
You are able to purchase the neck with the rug but this is another listing which clearly states combo on the title.
We also haven't refused your refund, we've stated the the item needs to be returned back for a full refund which Paypal have also said the same.
I apologize for the inconvenience caused but I can confirm you did receive the correct item.
Kind regards,
Equus
Poor
Poor. Order arrived in parts and I emailed time and time again to cancel the outstanding items to no avail. They then turned up late and I am still awaiting a response from their shocking customer service to return for a refund. This is the last order I’ll be placing as there are much better companies for my equine needs who not only deliver on time, but actually reply.
Edit:
The reply from the company below is false! I had no response to every email, I did however get an emailed apology for the lack of response so someone’s telling porkies!
The outstanding items were all due to be delivered by 20/10 NOT despatched by….considering I ordered on 6/10
I did eventually get a response and after yet more emails (not a single response in my junk or spam folders!) and a pre-paid return label (after they tried to make me return at my own cost!) but the experience has been a bitter one and has put me off using again.
10 ottobre 2025
Non scritta su invito
Risposta di EQUUS
Hi Michelle.
Thank you for your review
I'm terribly sorry to hear you're unhappy with your experience with us.
Looking at your order you ordered on the 6th of October - we do state very clearly on the website and all listings you purchased on that items can take up to 10 working days to dispatch.
I can confirm your parcels dispatched on the 7th, the 15th & the 20th which is within 10 working days. We do ship items as soon as they become available which is why they were dispatched in different parcels - we just like to get your items to you as quick as possible rather than waiting to ship altogether.
I can see you've requested returns shipping information 5 times now and each time we replied to you on the same day with the returns information - if you cannot see the replies I'd advise checking your spam folder.
I can see you've replied back to our emails though so I'm hoping you can see the information we've sent.
We'll be in touch as soon as the return is received and a full refund has been processed.
Kind regards,
Equus
Buy elsewhere
Very disatisfied and disappointed.
Order made 18 sept 25 .. still waiting
Emailed company, was informed today that there was a problem with stock at their overflow warehouse ....
do I care, nearly 4 weeks later ... no.
If I had not emailed you would not have contacted me.
If you do not have available stock do not advertise you do
Do not keep the customer's money, knowing you cannot fulfil the order, or the order is going to be delayed further, without offering a refund.
21 days general wait for a purchase is a joke anyway, but then not to fulfil the orfer and know you can't ...
Very poor customer service, lack of customer consideration.
13 ottobre 2025
Non scritta su invito
Risposta di EQUUS
Hi.
Thank you for your recent review.
Firstly, I'm terribly sorry for the inconvenience that has been caused to you with the delay of your order -we appreciate that it's not a good enough service having the order delayed and we are sorry. The purchasing manager has been made aware and is currently investigating what happened with the overflow warehouse and are putting measure's in place to prevent delays from happening.
I can see that you did email our customer service team on the 12th of October and they replied within 24 hours on the 13th apologizing and explaining the delays on your order.
I've had a look and can see after a request from yourself the order has now been cancelled and fully refunded for you.
We’re genuinely sorry that your experience didn’t meet expectations, and we truly appreciate your feedback — it helps us improve. If you’d like to discuss this further, please don’t hesitate to reach out directly.
Kind regards,
Equus
AVOID AT ALL COSTS
UPDATE: The reply is a lie. You can’t hide it. Companies house shows Kirens International which is owned by Jas! If you look on Companies house you would know. I was trying to give the staff the benefit of the doubt. I know people who either still do or used to work at EQUUS. Nice try. Frauds.
I cannot comment on the actual ordering process, however I recently found out that EQUUS is owned by Baaj Capital. All you have to do is see the reviews for Baaj to know you should avoid at all costs.
They scam people out of money in every business they own. A quick search of In The Style will show you exactly that. Baaj Capital/Jaswinder Singh bought In The Style. Since then loads of influencers have come out saying they stopped working with them as they did not get paid for any of their work since the acquisition. This includes, Jacqueline Jossa, Perrie Sian and Carys Louise Brandon. This is how they treat all of their staff.
If anything I feel bad for the people working at EQUUS as the whole Baaj group it seems to have awful management and no morals.
Baaj owns:
EQUUS
In The Style
Amscan/Wonder Group
Planet X
Orro
Xbite
Crazy Price Beds
Avoid them all as you will loose out of money.
1 ottobre 2025
Non scritta su invito
Risposta di EQUUS
Hi.
We will not be addressing this review as this is not for our company - you have mentioned on your review you haven't even purchased from Equus so you aren't aware of the service we offer or items we sell.
We feel it's very unfair for you to leave this review on our companies page when you haven't purchased from us, it's not a true reflection of our business.
Equus is not owned by Baaj Capital which if you have a look on companies house you can see for yourself.
Please disregards this false review.
Many thanks
Equus
Slower than anticipated and not contactable.
I’m very worried. No delivery and I can’t get hold of them. No telephone number and not responding to my emails. An old customer service number is now out of service. I placed a large order and so it looks like I’m going to have to get my bank involved and notify trading standards.
Update: The products all arrived safely about a week after I posted this. It wasn’t the immediate dispatch the site promised, and so there was a delay of a couple of weeks which I wasn’t expecting, but they arrived safely in a number of different parcels over the course of a week. No one ever got back to me, but in the end it wasn’t needed. I’m really happy with the quality of the products so all ended well. Changing my review to 3 stars, to represent the delay and lack of contact ability.
22 settembre 2025
Non scritta su invito
Risposta di EQUUS
Hi.
Thank you for your review.
I'm really sorry you're struggling to get in touch with us, we do have a dedicated customer service team who respond to all customers via email within 24 hours - please note we no longer have a phoneline available I'm afraid.
Please could you email the team on: Customerservices@equus.co.uk
We always respond to customer emails and are happy to help resolve any issues as quickly as possible.
We look forward to hearing from you.
Kind regards,
Equus
No product and no refund
No product and no refund. Terrible customer service.
13 febbraio 2025
Non scritta su invito
Risposta di EQUUS
Hi Jessica.
Thank you for your review.
I'm really sorry to hear you haven't received your order.
Unfortunately, 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 with the subject 'TrustPilot Review' and someone will get back to you to get this resolved for you.
We look forward to hearing from you soon.
Kind regards,
Equus
Still waiting for my rug after 2 weeks…
Still waiting for my rug after 2 weeks - communication is atrocious.
27 agosto 2025
Non scritta su invito
Risposta di EQUUS
Hi Claire.
Thank you for your review.
I'm really sorry to hear that you haven't had a good experience with us.
I've had a look and all the correspondents that you've had with our customer service team.
I can see on the 22nd of August at 7am you emailed to ask when your order will ship, our customer service advisor replied on the same day the 22nd of August at 12:30 pm to explain your order was due to ship on the 1st of September as we very clearly state it takes up to 10 working days to ship the order on the listing before you purchased.
Where you have stated the communication is atrocious, our team have responded to each of your emails within 24 hours mostly on the same day.
I can see you emailed again on the 27t of August asking where your order was, the team replied within 24 hours explaining again that the order wasn't due to ship until the 1st of September.
I can see you then went ahead and cancelled the order which the team sorted for you and refunded the same day.
I am sorry you were unhappy with the wait for having your item and went ahead and cancelled, as mentioned on our websites some items can take up to 10 working days to ship but we are working on ways to speed this up.
Take care,
Equus
Well over 2 weeks Iv been waiting for a…
Well over 2 weeks Iv been waiting for a lunge whip that stated was sent on 26th July no tracking details still haven’t received the item and I don’t even get a reply on emails I’ve sent 3!!
This website is a scam take your money and never received my item
3 agosto 2025
Non scritta su invito
Risposta di EQUUS
Hi.
Thank you for your recent review.
I'm really sorry to hear that your order hasn't arrived with you yet, all orders are shipped with full valid tracking, this will have been sent to you in the dispatch email.
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?
Kind Regards,
Equus
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
8 giugno 2025
Non scritta su invito
Risposta di 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
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