Riding Warehouse and HorseTech are my favorites
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I’ve always had really great customer service from Mad Barn!
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Merhow Trailer --I was rehabbing a 20 year old trailer and didn’t have a key for the tack area --I emailed Merhow and sent the VIN number asking how much a new key would cost --parts person emailed back and said she had a key for that trailer and would send it. She did so --free! I had six copies made just in case. Later when I was replacing hubcaps, I contacted Merhow again to ask if I could buy the logo decals that are on the hubcaps of the new trailers. Again, sent for free!
After I finished with that trailer and used it a while, I sold it for more than I paid for it and bought a new Merhow mainly because it is a well-made trailer and the customer service was so good.
Over the four years I’ve had the new trailer, there have been some fixes --Will broke a door latch (not only replaced but put on for free), I hit a huge pot hole and broke off the step to the tack room (I was lucky that was the only damage) --had to pay for the step, but Merhow covered the labor to put it back on. (Trailer was long out of warranty).
I also love Chewy’s customer service, and Smart Pak.
But ADM Feed really goes all out --one can email Dr. Latermer PHD who is a horse nutritionist with questions – I have done so every time I buy a new horse to see what the ADM equivalent feed is to what the horse is eating at his previous home. He also evaluated what I was currently feeding (had to send in a hay analysis) and based on his recommendation to switch from regular feed to senior feed, my feed bill was reduced bay about $150/year.
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Black Diamond Designs where I bought my lovely bridle has excellent customer service. Woman owned and operated. Exemplary.
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Sort of horse-related (great barnchore boots), but Timberland used to replace worn boots free.
My first pair came deeply discounted from a Burlington Coat store.
When they cracked across the toe, after probably 5yrs of use, a coworker told me about the policy.
I had no receipt, but for the cost of shipping to Timberland I got brand new boots.
Timberland paid the S/H for getting the new boots to me.
When those wore out I sent them back & again got new boots.
I probably could have sent that pair back too, but guilt stopped me.
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Another chewy shout out. They’ve been incredible helping us navigate having half a dozen animals on prescription food and meds nearly since they started.
Last summer I called in to talk with a rep around 10 that morning about an autoship order cancellation when we very unexpectedly lost our 19 year old cat. I ended up getting a customer service rep I’d spoken to a few times who remembered me because of out cats unique name. She expressed such authentic compassion that meant a lot. That afternoon I came home to flowers on my front porch from chewy. I’m a customer for life.
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really the “businesses” that have just gone beyond expectations for me have not been national bigtime businesses but local small mom pop businesses.
The feed stores we use each is unbelievable in customer service. The primary one will bring in nearly anything we want if it is not stocked, their pricing on all products is at or better than the national chains such as Tractor Supply. Each December they have a 20% discount coupon for up to $500 of product.
The secondary feed store that we use for TEFF hay that we buy at two tons at a time, the last delivery I kept waiting and waiting for them to deliver, while waiting I went out to take some hay to two horses in the north paddock.
The hay had been delivered sometime while I had been waiting. Our faithful guard dog never even barked. Everything was put away just where it belonged including the special ordered package being placed in the feed room on the counter. All gates were closed, even placed the lock gate on the main entry gate . I called the store to tell them about what I considered exceptional service, the owner said that was nice to hear but that was what he expected of his employees.
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A third for Chewy’s. I, too, received flowers and was told to donate my unopened food and meds to a charity when my last dog passed. The flowers were so sweet, they actually made me cry, though. Even now I’m tearing up and this dog passed 5 years ago!
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Oh, Chewy has been a lifesaver so many times including during Covid when several large orders of pet food got lost or stolen.
They even overnighted special food for a couple of elderly cats.
We also got flowers when my
Special girl died.
Smartpak has been great several times.
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Riding Warehouse and the Distance Depot have always been amazing.
Recently I’ve also discovered Yonie’s Harness Shop which luckily for me is local (although maybe not lucky for them as they have to put up with my millions of questions lol)
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I had the same experience with Chewy.
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Chewy’s must have a big budget for flowers. I love that about the company.
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They do this with long time customers. I have received too many flower arrangements by canceling an autoship, and/or donating an unopened bag to the shelter.
They are a good company. Their over all customer service is great, and you always get a person on the phone.
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When I bought my new to me (but VERY aged) horse trailer from a dealership I was treated phenomenally. I was fairly young (24 maybe?), and alone, but not once was I up sold or treated like a second class customer. They listened to my concerns and worked with me by going back and forth more than once with the seller of the trailer as it was on consignment. I ended up being to haggle a couple thousand off an already cheap trailer.
Once everything was signed and I was picking up the trailer I asked about their consignment process as I had an even older trailer I was going to sell. Did some quick math…. They made a measly $300 off of me for this sale. I couldn’t believe they spent so much time with me for such little money and I even said that to them.
They explained to me that they may have only made a few hundred off of me, but maybe when I or a friend want to buy a brand new trailer my good experience would bring them business.
So, now here I am 7 years later and debating on biting the bullet on a brand new trailer. If I do buy, I can guarantee it will be from them because I have never forgotten how well I was treated.
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Chewy’s 
They sent flowers and later a small portrait of my pet. It was painted from the picture I put in their profile. They are so generous to rescues.
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I find it fascinating that so many of you have received flowers after losing a pet. I’ve been a regular customer since way back before they were bought by PetSmart and have never received flowers or even a card after losing someone.
I unexpectedly lost one of my horses a few years ago and when I called to cancel an auto ship that was about to go out got nothing but an “Okay we’ll try and cancel thanks for calling” or something along those lines .
Then five years ago when I lost my 17 year old Beagle I called to cancel meds that were about to be shipped (had been using Chewy for this dog for years) and the customer service rep was rude to me. She wasn’t able to cancel the order and I kind of got the impression that she was accusing me of trying to get free meds since it was too late to cancel. She couldn’t even be bothered to offer a fake “I’m sorry to hear that”.
I’m glad those who have posted on here had a good experience with them though.
My most positive customer service interactions thus far have been with Riding Warehouse (free shipping on all returns and quick refunds) and Rod’s Western Palace. I was surprised with the latter because I envisioned a soulless mega western wear store in the Midwest. Yet when I needed a decent straw hat right before a show, I ordered one from them and got a phone call from the hat shaper asking me some detailed questions to be sure he got it right… and he did! Fast shipping, too.
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Same thing happened to a pair of Dansko clogs that I had. I was told you have to use them consistently so any moisture is forced out of the soles when walked on, or something like that.
Chewy is 10/10. I used to get my fat supplements from them, before my two air ferns. Once the box arrived empty at my door. I just called and they sent out a new one, no questions asked.
Smartpak is wonderful to work with. I appreciate them and their ultimate line has saved my wallet with a group of mouthy geldings.
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I’m sorry for the loss of your horse and Beagle. Our furry friends leave such a hole on our lives when they go.
Chewy never sent anything for my one horse that I did not build a profile for in my online account with them. They sent flowers, a lovely card, and a painting of my cat when he died and they sent flowers and a card for my last horse. Both of them had a little bio and a pic in my file. My friend got a card, a cute (very small) handmade stuffed cat, and a painting.
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