Written on: 17/06/2012
I have been using Ingatestone Saddlery center since they opened the store.
The selection of products is very good and prices have improved over the last few years coming down to match surrounding (although most smaller saddlery centers have been pushed out of the market)
The staff have always been hit and miss to be honest, I've found two or three members which will bend over backwards to help you, they really are very good, on the other hand there are some which are very rude, abrupt. I have found this is normally with the older more senior members and often involves the customer service side of things (i.e refunds, exchanges etc)
Shame as this store could be far more inviting if they had some sort of customer service/communication training.
The final blow came when after purchasing the THIRD bale of haylage which was off, (and I do not mean a slight smell, damp etc) This was almost black, absolutely foul smelling and full of sticks and debris and have had two other horse owners tell me they would not feed it to their horses.
I was sneered at by one of the (believed to be the co-owner) and another member of staff at the customer service desk and after telling me they often have people 'moaning and bitching' about the smell of Haylage she then told me to carry the 20kg bag back into the store so they could 'have a look' at it.
No mention of a refund or any kind of apology for this being the third time in two weeks.(the other bags I had just thrown away)
Would maybe expect that behavior from a junior Saturday girl but certainly not a senior member of staff.
Overall disgusted with the way I was treated and will most certainly be taking my business elsewhere.
As rated by real users
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