Snuggy Hoods Ltd Recensioni 

Risposta di Snuggy Hoods Ltd

12 lug 2023

Hi Sara,

I know we have been in touch with you and have resolved your problem.

Best wishes,
Sarah

Risposta di Snuggy Hoods Ltd

12 lug 2023

Hi Simon,

So sorry for your disappointment with our shipping price from our Australian depot to New Zealand. Unfortunately we had recently reviewed our postage charges and we were grealty undercharging customers for this service.

Unfortunately we were unable to continue offering shipping to New Zealand without a great price increase. This price is set by the couriers, we do not make any money from this and we agree it is sickening.

We will continue to review this pricing, as and when the shipping charges are lowered then we will of course bring the postage price back down.

So sorry again & can totally understand your frustration as we are equally as frustrated.

Risposta di Snuggy Hoods Ltd

12 lug 2023

Hi Jess,

Sorry to hear about your experience with order.

Could I ask that you please pop us over some photos of the rug on your horse so we can check the size and fit for you. These rugs are used to prevent rubbing, not encourage it so I think there is likely to be something that is not quite right with the sizing.

Pop us an email with photos to sales@snuggyhoodsaustralia.com and we would be delighted to take a look and help resolve this problem for you.

Best wishes,
Team Snuggy Hoods

Risposta di Snuggy Hoods Ltd

26 giu 2023

Hello Molly

I am really shocked to read this review to be honest.

You thanked us profusely for our assistance following the conversation where you were incredibly rude to both of us here. We did everything we could to help you and explained that you had ordered a "TO ORDER - 14 DAYS" item, This message was clearly stated on the product description. I am sorry (as discussed on the telephone) that you missed this information when you ordered.

We offered to cancel and refund the order which upset you further. Unfortunately, as we stated, we were unsure how to help further.

The end of the conversation ended well - or so we thought - with apologies all round and a clear explanation about the product delivery date. This information was emailed - as promised - along with a clear description (as mentioned on the telephone) regarding the sizing.

I have copied this email below.

I am really shocked to read this review to be honest. Why don't you return the item if you don't want to use it. So long as the item is unused, these are standard terms.

I will resend the email which was initially sent at 17.04 on June 8. It is most likely in a junk folder.

Regards

Snuggy Hoods


Copy of email sent 9 June at 17.04

Dear Molly

Regarding order 77349

Further to our conversation I wanted to confirm that your order will be dispatched within 14 days of order.
Unfortunately, the item is being made to order and therefore marked "To Order-14 days". I am sorry that this was missed when ordering.

Your order was placed on June 3 so should therefore be dispatched on or before the 17th June (I would expect this to leave us on the 14/15 to be honest.
Please keep an eye open for the dispatch email which will confirm that tracking for your parcel - which will come with Royal Mail on a 48 hour tracked and signed for service.

Please be fussy with the fit. I too use a ML on a full up 15hh Irish Draft who would wear a full size bridle fastened on the 3rd from top hole and filling a 6'3 Premier equine turn out - she is a BIG GIRL, As these hoods are designed to be a tight fit, if you feel that your Hackney is finer that mine sounds, you may be better with M which is designed for a horse or pony wearing a cob bridle, 5'9/6' rug. If you need to change this, do please let us know, It will not affect the wait time at all.

I am sorry for any confusion with our telephone conversation and any upset either myself or my colleague have caused, it certainly would not be our intention at any time. We pride ourselves on good customer service and I can only try to assure you that no offense was meant at any time.

I hope that this message clarifies the order status but please do not hesitate to get back in touch if we can be any further help - or if you wish to change that size.
(if it helps, we have the M in Burgundy which can be sent tomorrow, along with the M black zipped hood, in case you do feel that the horse would be better with a smaller size).

With best wishes
Becky



Best wishes, Team Snuggy