I have been sent the following message; In reply to the recent bad publicity on the Dorset Equestrian Facebook, we would like to issue the following statement. Firstly we would like to thank the many customers who have contacted us with messages of support over the past few days. Aivly Country Store is not just a business, it is a privately owned store that we run with a passion, we have been voted in the top three large tack shops in the UK for the past three years (winners in 2013), and we currently have the best team of sales assistants that we have ever had. We were disturbed to read the amount of negative comments that appeared on Facebook. Generally these were about returns. We handle returns and exchanges every day, usually to the customer’s satisfaction, but obviously we have not always got it right and would like to apologise to those customers where we have made a mistake and assure you we are reviewing how these are handled in the future. With regard to the Mark Todd Fly Rug returned to us last week, the customer advised us that the Velcro fastening would not stay done up and that if she had realised that it had Velcro fastenings she would not have bought it in the first place, she did not want a rug with Velcro and wanted to exchange it for a different style of rug. We examined the rug thoroughly and tested the Velcro and could find no fault with it, we advised the customer that in our opinion the rug was not faulty. The customer was not happy with this assessment and at this point we offered on her behalf to return the rug to the supplier to see if a they could find any fault with it, (sometimes as a gesture of goodwill for the brand, the manufacturer will give an exchange or credit) we also informed her that if she wanted us to do this for her, it had to be washed before we returned it, as for Health & Safety reasons they would not look at it if we returned it dirty. The customer was not willing to do this. In a continued effort to help the customer, we contacted the supplier by telephone and email and sent pictures of the rug and can confirm that supplier has advised us that in their opinion, there was no manufacturing fault and that this was one of their best-selling rugs and they had not received any other complaints and that they were not prepared to do anything further. Two days later when the customer returned to the store, she was loud and intimidating to our staff and creating a scene in front of other customers. On this occasion we felt the quickest and easiest way to defuse the situation was to give her a full refund, which we did, and she was then asked to leave the store. As a finish to this complaint, we have taken the rug home, washed it and put it in one of our own horses, to date it has not come undone; this rug is not and never was faulty. We are firm believers in the quality and design of the Mark Todd Fly Rug, over the past two seasons we have sold nearly 100 of these fly rugs and this is the only complaint that we have ever had. We are more than confident to continue to stock and recommend them to our customers. From the other comments on facebook we see that a lot of people have never been to our store, or not visited for several years. Why not make a visit and see for yourselves, we know you will be pleasantly surprised, you will find our staff are polite, friendly and knowledgeable. Last year the showrooms were completely remodelled to improve your shopping experience with us and we have the largest choice of equestrian brands and products available on the South Coast. We are not the most expensive, although we carry some premium brands such as Dubarry, Ariat & Pikeur, we also carry others, to suite all budgets, such as Shires, Bridleways & Rhinegold. Most things are at, and nothing is above the manufacturer’s recommended retail price and we always have lots of special offers, promotions, sale items & free competitions. Thank you for taking the time to read this.
Posted on: Wed, 30 Jul 2014 16:06:07 +0000
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