I wanted to let other horse lovers know of my recent experience with Ogilvy Equestrian and its employees.
March 24th 8:17AM: I attempt to order a half pad from Ogilvy’s website, but my Mastercard was denied 3 times saying first that there was an internal error and then next that the number was invalid, the final time it told me to use a different card. I checked the number, code and expiration date very carefully and everything was correct, all 3 times. I then attempted to order with my American Express (which is an option) and then was told that “this type of card is not supported”.
March 24 10:32PM: I receive an email from OE asking to send my order and Credit Card number via email. I do so (even though sending my CC unsecured is not something I like to do.)
March 24th 10:39PM: I send my CC info, as well as my shipping address and then my billing address (they are different).
March 25th: I send an email asking if they could confirm the received my info, since I had not heard back.
March 26th: I get a response from Kristy that my pad will be shipped in 3-4 weeks.
April 22nd: I email OE asking when I will receive my pad. No answer.
April 24th: I email again, asking when I should expect my order/my card to be charged. Again, no answer.
April 25th: I email a 3rd time asking when I should be expecting my card to be charged/my order received.
Again, No response.
April 29th 12:20PM: I send the following email:
As someone who works with clients/customers on a daily basis, I am very disappointed in Ogilvy’s lack of customer service.
First, I was given 3 separate reasons on your website for why my card would not work, when I have never had an issue ordering online, with either card I tried, before or after using your website. You were quick to respond and ‘accept’ my order over email, but I have not yet received an order number.
Second, I was told 3-4 weeks for delivery, we have now completed 5 weeks and are entering week 6.
Third, I contacted you a week ago asking when I could expect my pad/my card to be charged as I had heard nothing from you. I have now sent multiple follow up emails, none of which have been acknowledged or responded to.
Unfortunately, there is no excuse for Ogilvy’s lack of response to client emails for over a week. As I mentioned above, I work with clients daily and if I was out of the office- there would be automatic emails directing queries to alternate email addresses; I would also be monitoring emails from my phone, responding to those I was able to remotely. I can see from Ogilvy’s Twitter and Instagram feeds that you are not without internet service, and have not been all week.
I am truly disappointed.
April 29th 1:12PM: I receive an email (!!!) back. They apologize for letting my emails ‘fall through the cracks’. They give me a tracking number, pad was shipped April 24th.
I check Tracking Number-- it is being sent to my billing address. NOT my shipping address. I ask how they are going to get it to me. They agree to refund my shipping as well as get the package redirected.
April 29th 3:00PM: I get a voicemail from OE, the owner of Ogilvy.
April 29th 5:15PM: I return his call, and am informed that they refunded the shipping on the wrong machine, and need to recharge my card and then re-refund the card. :mad: A charge on my card would result in a foreign transaction fee.
I let OE know that I try and support small businesses, but that all of the continued problems will lead me to just purchase from Smartpak in the future. OE lets me know that their office help had exams last week, and he was at Rolex, so no one was checking emails (but yet, could post to Twitter and Instagram multiple times/day? And managed to SHIP my pad?)
He says that the pad is on it’s way to my home now and that he will refund the pad to my card, and that while he doesn’t want to, he’s giving me the pad for free, as everything that could possibly go wrong has.
April 30th:11:30AM: I check the tracking on my package. It is now “Return to Sender”. I email Ogilvy.
April 30th 11:58AM: I get this response: You cancelled the order last night, so I asked our shipper if he could have it redirected. He said that it could be done, without any problem on his part. So I had it re-directed.
Your order will be refunded before the end of the day. -OE
So to recap: OE said I would be receiving the pad for free, and then without warning, decided to have it returned to sender. What’s interesting is that the pad was custom and monogrammed, which means they can’t DO anything with it. They are just doing this to spite me.
I am truly discouraged by the lack of Customer Service from Ogilvy. I realize that many people have purchased from them with success, including friends of mine who allowed me to use their pads to see if it would help my horse. He is retired and getting older, and his saddle is not fitting him as it should anymore and the Ogilvy helped the problem greatly.
