"Appalling Customer Service."

Beware of dealing with this company.
I took delivery of a pair of boots on 29/07/16 & returned them the same day as they did not fit.
Total Horse received the boots & signed for them on 01/08/16.
I telephoned them on 19/08/16 & left a voicemail as despite their customer service pledge my call was not answered within 7 rings.
I followed up my voice mail with an email on 20/08/16 stating 3 weeks was an unacceptable delay on supplying a refund & asked for it to be dealt with urgently.
Finally on 23/08/16 I contacted my credit card company & gave the above details as the purchase was over £100.
I then phoned the company again. This time my call was answered & I was advised James would return my call in 5 minutes. Needless to say this didn't happen. However after 2 persistent attempts I finally spoke to James who waffled & bluffed but did refund the money. I have dealt with many online companies & thankfully rarely come across such poor service & disregard for customers.
I advise using a more reputable company & save yourself time & hassle.

Update.
It is amazing how quickly Total Horse responded to my review. If only their response to voicemail & email was as prompt.
Resorting to false accusations of rudeness too.
I rest my case.

"Superb service"

Quite simply out the items arrived in a speedy manner, nicely packaged and with an hours delivery time text which was really helpful as I didn't need to stay in all day.

"Excellent service and prompt delivery"

My order for a Weatherbeeta rug was despatched within 24 hours with promise of being advised of a 1 hour courier slot for delivery the following day. The Interlink Express courier then delivered on time. The location of the driver with the order can even be tracked on line, which is better than many other courier firms. Would I order from TH again ~ yes.

"Excellent service"

Brilliant customer service and response times. Good pricing as well in comparison to other online sites. I will definitely be using them again.

"spot on"

After trawling the internet looking for some lemieux pads and being told that there were supply issues and problems sourcing the product i needed i finally managed to find some on the totalhorses website.

I placed the order online which i always hate to do and received a call the next day to say that the product was coming into stock again the very next day and that it would be with me by the end of the week.

True to word the item arrived in time and in fact a little earlier than expected.

The product itself is superb, im a huge fan of the brand and cant fault that in any way.

As an update i ordered another product from total horse this week and the experience was even better than the first. I thought i would treat myself to a pair of country boots, literally a few moments after placing the order it was fulfilled and on its way to me, it arrived the day after the order, unfortunately not quite fitting correctly.

I requested an exchange which wasn't an issue, the boots were sent back with the new ones sent back out when they arrived back with them.

All in all a nice easy company to deal with.

"Is this a scam company??? Buy from someone else!!"

Ordered a show jacket and another misc item from them weeks ago. I received one email to say that there would be a wait but offering no information as to how long, and I have had no communication from them since. I have left telephone messages and emailed on numerous occasions, my last being to cancel my order and be refunded, but I've had no reply, however they were very quick to debit my card. I have now taken this up with my card company, as I don't believe my order will be fulfilled. My opinion: DO NOT trust your money with this company!

Update: Amazing that it took my review here to instigate a response. First of all, I have not had ANY email from this company in reply to my refund request on 3rd July, and secondly I have not received my so called 'early' refund yet. If this is the way their customers are treated I am surprised they are still in business.

"No contact from company"

I ordered 2 pairs of jodhpurs from total horse, the money was taken for both pairs, but only one pair arrived. A note on the invoice stated that they were out of stock, but it didnt say that when i ordered,so they were happy to take my money. I have telephoned and emailed several times to ask for a refund, but have had no reply or answer to my phone messages. Nobody ever answers the phone. Its just an answering machine. I am very disappointed with this company and will never order anything again from them and recommend that anyone else should be cautious about using them. There are plenty of reputable companies out there who would not treat their customers in this way.

"No contact...."

I have tried to get in contact with Total Horse since 10/5 when I posted a pair of boots that I was promised to get in another size. Have sent multiple mails but no signs of life at all.

"Items delayed and very difficult to contact"

Don't like giving negative reviews but unfortunately it does not seem that Total Horse are very diligent in answering their phone or email. As they do monitor this site I hope this will attract their attention

Ordered three rugs on April 30 and received two within 10 days - third one was out of stock but alternative offered and requested on May 18. As of today (June 13) no rug and no further communication with James despite several emails and a dozen phone calls.

EDIT - a minute after I posted this review James called me back. Which either shows the power of trustpilot or pure serendipity! Order now sorted and #1 horse now looking forward to his lightweight rug.

"DON'T DEAL WITH THIS COMPANY!"

I placed and order for some items on 24/4/16 and received a small part of it with two rugs missing. The rugs have never been delivered yet my money has gone! I have rung and rung and left numerous voicemails and sent very many emails - ALL IGNORED. I cannot contact them. They have taken my money and I have no rugs. I have read other reviews on line and I am not alone. This company needs to be stopped before anyone else looses their money! I wish there was a 'no star' option too, I wonder how many thousands they have taken from trusting customers?

In addition to my initial review above and further to the Total Horse response below - TODAY 14/06/16 I have received a refund with no communication from them at all advising me of such. I have found out by checking my bank account. So seems my Trust Pilot review has mustered some reaction! Thank-you Trust Pilot for helping me get my money back. As regards their solicitors - well all this information is recorded and dated so they will have no problems confirming the facts!