Well OE said he was at Rolex, and their ‘employees, who are students, had exams’.
I find it hard to believe that the owner of a company doesn’t have access to email on their phone, or is so technologically inept that they can’t set up an Auto-Response of: We are unable to view emails from April X to April XX, due to travel/school/etc.
[QUOTE=IrishHunter;7557163]
The whole first part of the post didn’t bother me too much because yes, there shouldn’t be a sacrafice in service because of traveling to the different shows, but I understand things like this can happen. I work in an office and as much as you try to prevent it once in a while things fall through the cracks. The more concerning part is taking back the customized pad that was already en-route. When a mistake is made that is not the customer’s fault an effort really should be made to fix it so posts like this don’t happen. All of us on the fencers who were just about to bite the bullet and order are taking a step back and re-thinking. Sorry for the disappointment you had to go through with that, definitely feel for you.[/QUOTE]
And that is exactly why I posted this :yes:
[QUOTE=Belmont;7556917]
I’ve never ordered directly from Ogilvy. I ordered my completely custom Ogilvy from Equus English Riding Supply (free shipping, no foreign fees). I did a lot of research before ordering it. Though I follow Ogilvy closely on twitter and often communicate with them, I decided to go through a US company to get it custom ordered who had positive reviews. I ordered my Ogilvy on Feb. 27th.[/QUOTE]
How was Equus English Riding Supply’s service? That’s where I’m planning on ordering my Ogilvy from if and when I decide to get one!
They are not new. I have had one for at least three years. I use it a lot under my Tad Coffin. It is a thick pad and I really like it under the TC’s widish tree, which it tightens up to a beautiful fit on my TBs. I think it tightens up a medium tree too much and tend to use a different pad with my Smith Worthington.
Mine is very sturdy, I have washed it a gazillion times and besides some mouse chewing one winter which is not at all Oglivy’s fault, it looks perfect. you can avoid all the customer service issues if you get just a white one from SmartPak, which I think looks nicest anyway.
Sorry you are going through this, OP. I would not have expected a free saddle pad at all despite the problems, but I would be upset about the change of mind once I was told I was being given one and then not delivering on that. It’s not about expecting something for nothing, it’s about being told one thing and then just not doing it. Not cool.
[QUOTE=chestnuthunter;7557205]
How was Equus English Riding Supply’s service? That’s where I’m planning on ordering my Ogilvy from if and when I decide to get one![/QUOTE]
Wonderful! Abbie is easy to get a hold of and has been very helpful throughout the process, even when I called two weeks after ordering to change my specs. :winkgrin: I like them as a company since they sponsor a lot of local shows in my area - it might seem like a silly reason but I like that they take an active interest in promoting the sport.
[QUOTE=roamingnome;7557176]
And that is exactly why I posted this :yes:[/QUOTE]
Yeah, I can understand being POed about that.
Miscommunications do happen, moreso with small businesses. And I’ve had similarly poor communication issues before. But telling you the pad will be comped for your trouble and then reversing the shipping is just low.
If I were going to order one, I would go through Farmhouse. They are awesome to deal with.
However…wow. That is some really crappy service you got there, OP. I would be livid.
I gotta say Ecogold, who is also based on Canada (and a pretty popular brand too), never had any issues getting me my half pad when I ordered one a couple years ago. Super communicative, quick shipping, no problems with payment. It can be done, if the company is on top of things.
[QUOTE=chestnuthunter;7557205]
How was Equus English Riding Supply’s service? That’s where I’m planning on ordering my Ogilvy from if and when I decide to get one![/QUOTE]
It was great!!!
I got worried because it had been past the 6wk at the latest mark, and posted on here asking if people had worked with them. I was told to get in contact with Abby, and that is exactly what I did. I got a email the next day saying she was working on it and would let me know. Another email saying they were backed up, could be another week or two. Then another checking up on me asking if everything was okay. I plan on emailing her a huge thanks after putting my grabby hands on my Ogilvy.
I got the shipping statement a few days ago, so hopefully I get to use it once before I go out of town next week!
OP, did you cancel the order (like he said he saw) after he said he’d give it to you for free? I think that may be the problem. The non-responding to emails is a huge no-no, but I think the redirecting back to him might have been a misunderstanding, especially with both Jack and Kristy trying to handle this issue.
Did you try emailing him back after the last response you posted, asking if he was now rescinding his offer? I would say that the best way to handle this (moving forward) would be to ask if he’s rescinding his offer - hit him straight on the head and ask if he’s going back on his verbal agreement with you. Is it just being redirected back to the sender and then on to you? Ask him straight up what’s he doing.
In my experience, I’ve dealt with Jack several times and own quite a few Ogilvy products (before Kristy came on, whoever this girl is), and he was great. Called me back within hours, was easy to deal with, gave me his cell number, etc.
However, every company has bumps down the road!!
Yep – they’re great half pads. Mine is 3 or 4 years old now and still looks pretty much brand new, even though it’s white (when I bought mine they came in white and black pretty much). My horse has lost a lot of his topline due to age and the fact that he was off for a few months with an injury, and the pad has worked great to make my saddle comfortable for him while he fills out again.
I’m sorry the OP had such a bad experience with the company. With them being so popular all of a sudden I’ve also worried that they may run into problems trying to keep up with the demand. They need to iron out those kinks quickly if they want to keep people happy.
[QUOTE=Spud&Saf;7557055]You don’t have to wait a year…
http://greenhawk.com/wdItemDesc.asp?strilhID=Web&strmdNumber=RIE5348&stricSKU=RIE5348
And different coloured covers, non custom
http://greenhawk.com/wdItemDesc.asp?strilhID=Web&strmdNumber=RIE6763&stricSKU=RIE6763[/QUOTE]
I haven’t checked these out, but from my experience with greenhawk stuff, the quality leaves a lot to be desired…
[QUOTE=lrp1106;7557311]
OP, did you cancel the order (like he said he saw) after he said he’d give it to you for free? I think that may be the problem. The non-responding to emails is a huge no-no, but I think the redirecting back to him might have been a misunderstanding, especially with both Jack and Kristy trying to handle this issue.
Did you try emailing him back after the last response you posted, asking if he was now rescinding his offer? I would say that the best way to handle this (moving forward) would be to ask if he’s rescinding his offer - hit him straight on the head and ask if he’s going back on his verbal agreement with you. Is it just being redirected back to the sender and then on to you? Ask him straight up what’s he doing.
In my experience, I’ve dealt with Jack several times and own quite a few Ogilvy products (before Kristy came on, whoever this girl is), and he was great. Called me back within hours, was easy to deal with, gave me his cell number, etc.
However, every company has bumps down the road!![/QUOTE]
Yes, I spoke with him last night and I said I was so disappointed with the service, I should have just ordered from Smartpak. And that I would order from them in the future. He then said he’d refund my money and that since the pad was already on it’s way to me, he would ‘be giving me the pad for free, even though [he] didn’t want to’.
I said thank you, that that was satisfactory and left it at that.
Then when I checked the tracking this morning, I saw it has been sent back to seller.
I then emailed and OE emailed me back saying that I had ‘cancelled’ my order- which I did not. I replied to that email saying I had not cancelled my order, and that he was going back on what he said the day before.
No response. Doubt I’ll ever get one.
It makes me so sad to hear you had this experience. I purchased my pad originally through Equus English Riding Supply (in Oregon). They were awesome and the pad shipped for free. It did take some time but they quoted me 6-8 weeks and it was here in 8 weeks. Considering that it has to be shipped to them from Ogilvy and then out to me the wait made sense.
Unfortunately after some saddle drama I ended up needing a different size. I called Ogilvy to see if they could help me out and Jack Ogilvy made me a new pad and brought it to Rolex so that I wouldn’t have to wait. I was really impressed with the customer service that I received.
I do totally see your frustration though and I am sad that you had that experience.
I had a great experience with them!
But that was before they became popular. I had a pad, and it got stained from the leather patch inside of the silver button. I asked for a new cover, they sent me an entire new pad and let me keep the old one too.
I didn’t order online, I PHONED them. It couldn’t have been smoother.
THey are a VERY small company, if you have difficulties, I would suggest discussing over the phone for quickest responses.
I didn’t have any issues with ordering my pad, and I ordered straight from the Ogilvy website. I placed my order March 17th, and I got it in the mail today.
Sorry you had a bad experience.
Sounds like they are getting too big for their britches. Too many orders and they don’t know how to handle it when something starts to to wrong.
For you fence sitters…I have both a “real” Oglivy and the Greenhawk knock off. I really can’t tell much difference between the two, certainly for the price. I have had good luck with the majority of Greenhawk’s product line.
[QUOTE=littlecreek;7557807]
For you fence sitters…I have both a “real” Oglivy and the Greenhawk knock off. I really can’t tell much difference between the two, certainly for the price. I have had good luck with the majority of Greenhawk’s product line.[/QUOTE]
Are they he same thickness? The Greenhawk looks thinner (which would be a good thing for me!)
Excuse my ignorance but I am thinking of getting one of these pads. My question is that since it is memory foam should you have one pad per horse? Or say would it re-form to fit each one of my different fitting tbs? I can only afford one so I would love to know! 
Sorry about your troubles OP I will be going through a different company if I get one.
It returns to its original shape, much like a memory foam bed.
I’ve been on the fence of Ogilvy vs Ecogold. I really, really want a fun colored helipad. However, I’m certainly not willing to mess with the kind of shenanigans the OP went through.
Has anyone had their Ecogold covered? My mother is a seamstress and I’m sure she could do it in no time, but I’ve never had my hands on one. Do y’all think they’d cover well?
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