I would actually also like to point out that Ogilvy made a statement on their instagram a couple hours ago in regards to their recent increase in business with relation to their customer service.
[QUOTE=SquishTheBunny;7557575]
THey are a VERY small company, if you have difficulties, I would suggest discussing over the phone for quickest responses.[/QUOTE]
I agree with this, but I usually do both, much like some of my work dealings once I’ve been burned I use both. I use the phone then follow up with an email “As per our telephone conversation on XX-XXX, I will be receiving the pad in approximately 6 weeks. Please let me know if this is not correct.”
Ug. It is a lot of work, but I have been burned at work so that is my MO. No, it isn’t a fail safe, but it gives me more leverage in a he-said-she-said situation.
Thumbs down to the customer service in this case. No impressed at all. A small company is no excuse for cruddy customer service ( and outright lying).
[QUOTE=fordtraktor;7557206]
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]
Would you say it snugs up a medium tree enough to fit a narrow/medium narrow horse? I’m looking at the 1.25" pad.
Skipollo, I don’t know. It will tighten it up a little, it probably depends on how much fill is necessary? If the saddle is wide enough it is sitting on withers or something, don’t think it will fix that. If it is just a bit too wide, you could well be in luck putting the thicker Ogilvy under it. Especially if he is young and likely to grow, it might be a good fix in the meantime. I would hate to buy a narrow for a young TB, then not need it six months later when I had him fatter and more muscled…
[QUOTE=kmcnam;7557886]
I would actually also like to point out that Ogilvy made a statement on their instagram a couple hours ago in regards to their recent increase in business with relation to their customer service.[/QUOTE]
Care to share it with us?
[QUOTE=IrishHunter;7557163]
… 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. …[/QUOTE]
This !!!
Well, I ordered a pad from The Farmhouse which has yet to arrive…so I’ve been following the thread with interest. I’m sorry that this happened to the OP. Why not give them a call? They screwed up and I would think they would appreciate the opportunity to right it. If not, then yikes!
This morning via Twitter:
https://twitter.com/OgilvyEq
I do always like to give small businesses the benefit of the doubt, but I understand the OP’s frustration.
I noticed they said something on Twitter too…something like:
“Please bare with us as we are trying to handle the 300% increase in sales as best we can”…
[QUOTE=relocatedTXjumpr;7558047]
I noticed they said something on Twitter too…something like:
“Please bare with us as we are trying to handle the 300% increase in sales as best we can”…[/QUOTE]
I am not sure how being snarky with a customer is “best we can”.
Why does their social media person (Kristy?) sound like a teenager? I understand trying to appeal to that Twitter/Insta demographic but when you’re apologizing for long waits and atrocious service you need to sound like a grown up.
Exhibit A:
@OgilvyEq
yeah, but people fall through the cracks and get upset- I just hate not being able to fix/ control everything! Not being in the [office is tough for me]
I just wanted to express my amazement that Ogilvy is apparently a Thing. I’ve been using and recommending (my highly sought-after opinion, you know!) Ogilvy baby-esque pads for a few years now, but I had no idea I was on the cutting edge of a trend. Usually I’m more of a “that’s so 1977” when it comes to horse stuff. Thanks for making my day.
I came here to read the thread, after seeing it mentioned elsewhere online.
After reading it, in its entirety, I find threads of this nature to be hugely irresponsible. Skewering a company for what a stranger on the internet is CLAIMING to be TRUE isn’t at all fair.
Mentioning specific employees, without knowing circumstance or job description could jeopardize someone’s employment or reputation. The commentary, regarding Ogilvy’s Twitter is ludicrous and off-topic. Twitter is marketing. Everyone knows that. You can’t complain, on one hand, that a company isn’t responsive, then attack them for creating relationships with customers. Pick a horse and bet on it.
I think people need to put their torches and pitchforks away, on this one. This is one person you don’t know, who has told only her side of the story.
Kristy, so nice of you to join us!
[QUOTE=YOLOpony;7558270]
I came here to read the thread, after seeing it mentioned elsewhere online.
After reading it, in its entirety, I find threads of this nature to be hugely irresponsible. Skewering a company for what a stranger on the internet is CLAIMING to be TRUE isn’t at all fair.
Mentioning specific employees, without knowing circumstance or job description could jeopardize someone’s employment or reputation. The commentary, regarding Ogilvy’s Twitter is ludicrous and off-topic. Twitter is marketing. Everyone knows that. You can’t complain, on one hand, that a company isn’t responsive, then attack them for creating relationships with customers. Pick a horse and bet on it.
I think people need to put their torches and pitchforks away, on this one. This is one person you don’t know, who has told only her side of the story.[/QUOTE]
If this was done in email like claimed, I’m sure the OP could copy and paste the emails if she wanted to.
Please, her experience was with the owner of the company, no one is getting fired. It’s a company that markets itself to the public. Marketing 101 will tell you you need to take the good with the bad, and if the bad truly is your fault, you need to fix it, not turn around and do something else out of spite. Especially if there is a paper trail.
[QUOTE=YOLOpony;7558270]
I came here to read the thread, after seeing it mentioned elsewhere online.
After reading it, in its entirety, I find threads of this nature to be hugely irresponsible. Skewering a company for what a stranger on the internet is CLAIMING to be TRUE isn’t at all fair.
Mentioning specific employees, without knowing circumstance or job description could jeopardize someone’s employment or reputation. The commentary, regarding Ogilvy’s Twitter is ludicrous and off-topic. Twitter is marketing. Everyone knows that. You can’t complain, on one hand, that a company isn’t responsive, then attack them for creating relationships with customers. Pick a horse and bet on it.
I think people need to put their torches and pitchforks away, on this one. This is one person you don’t know, who has told only her side of the story.[/QUOTE]
Firstly, I doubt the employment of the owner of the company is really at stake. Unless I’m mistaken that is the only person who was named at fault really. Secondly, with your logic even a positive review is technically not fair. That ,too, is just something a stranger on the internet is claming to be true.
As a buyer I’d like to have all information at hand, good and bad, when making a decision to purchase something. Is everything you read true? Probably not, but people have the right to post their experiences and the public can choose what to make of it. Of course it is only one side of the story, unless someone from the company comes on here and addresses the post it will remain that way. Unless you have some other information about this? As it seems implied that you disbelieve the OP’s experience happened?
Last I checked, phone calls don’t have paper trails.
She is claiming she was lied to in a phone call.
[QUOTE=french fry;7558283]
Kristy, so nice of you to join us![/QUOTE]
LOL. Very witty … but incorrect. 
I am, however, someone who has worked in the service industry and am disappointed in the direction(s) this thread has gone in.
As a side note, I am a lawyer and a few months ago I gave a presentation to a bunch of small business owners about how to respond to negative stuff on the Internet. I can’t tell you how helpful COTH was in my preparations regarding what NOT to do!
First on that list was: Don’t engage in negative attacks against the customer. It just makes your business look worse.
I ordered my custom Ogilvy through Farmhouse on March 25 and had it delivered April 25. I was pretty impressed with the turnaround time as they’re so slammed right now. But if the company is going to come onto COTH to badmouth customers and not simply apologize and ask to take the conversation off-line, I’m not about to order again.
That lack of communication is very interesting. I ordered a pad from them about 4 weeks ago and had concerns about my daughters saddle fit and was not sure what to order. Jack called me and we discussed daughters saddle and size info. He then went to the rep who represents the saddle and took specific measurements and then made the pad. So it was custom and he went out of his way to make it perfect. From the last phone call I had, the pad made it to me in 5 days. Everything was how it was supposed to be. Loved the pad and have ordered a second one. Hope everyone’s problems work out. My experience was great. Its a shame it could not be resolved before it made its way here.
