Extremley disappointed with Ogilvy Equestrian

[YOLOpony]

[QUOTE=Pennywell Bay;7558704]

[QUOTE=YOLOpony;7558270]. 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. QUOTE]

sigh. They should be concerned about KEEPING the customers that had/have orders as they grown their business. Def NOT off topic.[/QUOTE]

I have seen a LOT of customer service to existing customers on all of their social media.

Personal attacks on spelling and calling someone immature are absolutely off-topic and offside.

Discuss customer service issues all you want, but keep it fair & topical.

[Melissa.Van_Doren]

[QUOTE=kmcnam;7558661]
Ogilvy is Canadian after all, so I’m sure they’re sorry. :lol:[/QUOTE]

:winkgrin:

[Melissa.Van_Doren]

Double post. Sorry. Long day.

[Ms_Red_Britches]

After dealing with both Jack and Kristy, I am extremely surprised at this story as my experience was pleasant from the beginning.

I’m a new customer who emailed 2 weeks prior to Rolex asking if I could pick up in Kentucky. I got a prompt “Sure, no problem.” and upon arriving in KY, I found my pad there and exactly as I had pictured it (Maybe even prettier!).

Kristy and Jack were both friendly and personable, both taking time from a VERY busy Rolex to meet me and my pals and introducing themselves.

I hope those reading will not base their opinions of a company on one person’s experience when it seems most have had excellent customer service.

[relocatedTXjumpr]

[QUOTE=hj0519;7558483]
To be fair, that’s not actually what Ogilvy said, though what they did say wasn’t without errors.[/QUOTE]

Actually, this post came after the one I posted. The one I saw (only in glancing) was a very short 1 liner. The post you mentioned came later. And the “bare” typo may have been my fault for posting via a “smart” phone, it may have been written correctly on Twitter. Or, it’s the fact that my 2 year old is refusing to wear clothes and “bare” was on my mind, either way, I apologize for that.

I went back and looked…it was “please be patient”…so I mistyped, although I don’t think that fixes the issue.

[roamingnome]

[QUOTE=eclipse;7558724]
And while you are happy with them this person is not! Are you really saying that nobody has any right to complain publicly about bad service ever? You can bet your last dollar that if I was treated anything like the op was I’d be letting as many people know as I could…it was simply bad faith for the owner to say one thing and then go right back on his word. While they might be experiancing growing pains, there is just no excuse for that kind of treatment…none at all![/QUOTE]

Exactly!

I will continue to point out that I have said nothing negative about their product. I have only told my story of poor customer service.
Even if you don’t believe what OE said on the phone (which is 100% true), the simple fact is that there were 4 separate customer service fails on one order alone.

[alto]

[QUOTE=roamingnome;7558920]
Exactly!

I will continue to point out that I have said nothing negative about their product. I have only told my story of poor customer service.
Even if you don’t believe what Jack said on the phone (which is 100% true), the simple fact is that there were 4 separate customer service fails on one order alone.[/QUOTE]

But really -
Extreme disappointment

Given your definition what can I possible say about the company that bid to specifications, was paid over $200K & 2 years later we finally had a prototype up & running … which failed … and it was another 6 months before we had an alternate to test …

oh wait … I never did tell the company they were a bunch of tossers …

[Coanteen]

[QUOTE=alto;7558933]
But really -
Extreme disappointment [/QUOTE]

Hey, I’m extremely disappointed that I ran out of avocado today.

[CaitlinandTheBay]

[QUOTE=KateKat;7558394]
I don’t think you would have any issues covering the Ecogold. In fact, that is a great idea and I think I might ask my MIL to make me something! Its not a poofy pad at all (its more similar to a thicker, squishier Thinline with a fabric covering over it, if you’ve ever felt that). I feel like its worth a shot, especially if you’re looking for shock absorption versus changing saddle fit.[/QUOTE]

Yes! I had my saddle adjusted just a little wider than his tracings to make room for a half pad. I’ve got a sheepskin that I Ike, but I want something with more shock absorption. My boy is getting older and I worry about his back.

I’ve only felt a Thinline Ultra. Are they about like that?

[Show_boots]

[QUOTE=alto;7558933]
But really -
Extreme disappointment

Given your definition what can I possible say about the company that bid to specifications, was paid over $200K & 2 years later we finally had a prototype up & running … which failed … and it was another 6 months before we had an alternate to test …

oh wait … I never did tell the company they were a bunch of tossers …[/QUOTE]

You are comparing apples to oranges. A small, primarily online retail shop, with in the scheme of things very few products vs a company that develops items where you yourself know there are risks and rewards in product development. Both your venture and poor customer service can be extremely disappointing and frustrating.

I like the product ogilvy has, but At this point in time I would not order one from them because of this review (poor customer service, and lying sneaky people irk me) and their growing pains should not hurt customer service. All it takes is a polite email, polite phone call, and following through on your word.

[Show_boots]

Whoops

[largo]

I was actually thinking about these as they’ve started coming into our barn as of last year… They seem very nice but I think I’m going to hold off for now ONLY because of this post. I don’t want to risk the same thing happening to me and while it seems like a nice product I’m good for now.

[hj0519]

[QUOTE=relocatedTXjumpr;7558888]
Actually, this post came after the one I posted. The one I saw (only in glancing) was a very short 1 liner. The post you mentioned came later. And the “bare” typo may have been my fault for posting via a “smart” phone, it may have been written correctly on Twitter. Or, it’s the fact that my 2 year old is refusing to wear clothes and “bare” was on my mind, either way, I apologize for that.

I went back and looked…it was “please be patient”…so I mistyped, although I don’t think that fixes the issue.[/QUOTE]

Ah, my bad- I only saw the super long one and not the short one.

[Cabaret_SK]

[QUOTE=PaintedHunter;7558396]
Right, exactly. Not everyone follows them on Instagram, and certainly potential new customers probably do not. They will have no idea - so did they put something on their website too?[/QUOTE]
Depends on the age of potential new customers - for the youth market I would fathom a guess that people may check their Instagram over the website. I can think of multiple brands/stores that I haven’t made a purchase from but have considered doing so where I follow them on Instagram but never look at the website.

@trubandloki;7558425

Their website seems like it should be the first place they put that type of notice.

It would be interesting to see how many hits they get weekly/daily on the website - they have 10,196 Instagram followers. So barring inactive users, that’s thousands of people who have eyes on whatever they post on their Instagram feed. Versus having to GO to the website and look - this is pushed out to the followers.

I haven’t ordered from Ogilvy, and have had a delay getting questions answered, but they seem like they’re trying to do their best. I love how the pads look, but my saddle needs a shim on one side so they wouldn’t work for me (and would make it narrow).

[tworivershj]

Happy customer and great product!

I can see where you had frustration with the customer service and that really does not look good on their part.

When i originally ordered my half pad last year, I had some problems with the website so i called and spoke to Jack. They were wonderful on the phone and got my order placed. I needed the 1in foam because of my new custom saddle and it was back ordered. I worked in a tack store for many many years and have learned to be patient with vendors, especially small ones so i was very patient, but it did seem like it was forever! It finally arrived and I could not have been happier! A month went by and i wanted to order two profile pads and pay via paypal (stated on their website that they accepted). I could not find the paypal link so I called again. They finally got it worked out for me and i paid via paypal and my items shipped, timely and promptly.

Fast forward one year. I called Ogilvy about a month ago knowing i was going to Rolex to see if I could place a order and they could bring it so i could avoid shipping fees. I emailed twice and never got a response, however, this was within a few days and I was anxious. SO i took it upon myself to call. (God forbid we actually call and speak to a human these days). I called and spoke to Jack, whom once again was incredible and wonderful to work with! He told me they were backed up but he would get it done. He asked me to email him what I wanted since it was 3 baby pads and a half pad. I followed up with him 2 days later and he got the order. I got to rolex and met the people behind these wonderful products and could not have been happier!

I get they are small, WHERE WOULD WE BE WITHOUT SMALL BUSINESSES’??? They are GROWING, people need to be PATIENT with others. I agree that they need more help with the emails and customer service but MAYBE they are working on it???

I stand behind this company because I have received wonderful customer service and a wonderful product.

[vxf111]

OP is entitled to feel however she feels and explain her experience. If the experience would irritate other people more/less, that’s really their call. OP is still entitled to her own feelings/impressions.

I have to say, if orders are running behind/delayed-- that info should be prominently displayed on the website where customers PLACE orders. Not on instagram, and not buried in piles of posts. The page where you click to order should tell you if there’s an unusual delay.

[Artemis]

[QUOTE=vxf111;7559222]

I have to say, if orders are running behind/delayed-- that info should be prominently displayed on the website where customers PLACE orders. Not on instagram, and not buried in piles of posts. The page where you click to order should tell you if there’s an unusual delay.[/QUOTE]

When you go to place an order, it says “For Canada and continental USA, shipment should be within 2 to 6 weeks from the day the order is placed, usually at the longer end of the spectrum for embroidered and customized products. If we already have you product in stock, we will ship it right away.”. Mine arrived in 6 weeks + an extra 3 days with no issues. Actually no, my card declined because my credit card company thought it was fraudulent, but that was not Ogilvy’s fault.

[vxf111]

[QUOTE=Artemis;7559244]
When you go to place an order, it says “For Canada and continental USA, shipment should be within 2 to 6 weeks from the day the order is placed, usually at the longer end of the spectrum for embroidered and customized products. If we already have you product in stock, we will ship it right away.”. Mine arrived in 6 weeks + an extra 3 days with no issues. Actually no, my card declined because my credit card company thought it was fraudulent, but that was not Ogilvy’s fault.[/QUOTE]

According to their instagram/twitter-- the company is even more backed up since Rolex and are “doing their best” to catch up.

https://twitter.com/OgilvyEq/status/461725882369863680/photo/1

I would never think to check social media before ordering to see whether the information on the commercial website was valid.

[vxf111]

Also of random note is that yolo and the twitter author both like ampersands a lot and that’s a funny coincidence because few people use them regularly in bb posts. Lots of love for comma splices and run on sentences too.

[CaitlinandTheBay]

[QUOTE=vxf111;7559255]
According to their instagram/twitter-- the company is even more backed up since Rolex and are “doing their best” to catch up.

https://twitter.com/OgilvyEq/status/461725882369863680/photo/1

I would never think to check social media before ordering to see whether the information on the commercial website was valid.[/QUOTE]

And honestly, if they are running THAT behind, I would expect an email stating that my pad would be later than originally planned and they were sorry for the delay. That’s pretty minimal customer care.

Also, to the person who noted the spotty Rolex coverage: does there hotel not have a business center? Yeah, it sucks to have to come home from a long day to answer more emails, but we’ve all had to do it. Or, you know, set an automatic away message.