Harnessstuff Avis 

Réponse de Harnessstuff

23 juin 2025

Thank you for your feedback and I'm very sorry to read of the level of your disappointment however I would like to give a slightly more accurate account of the order process in this case. The item purchased was a race hood from our Racing range and is designed for racehorses and sized to suit thoroughbreds.

The product has this message displayed clearly at the top of the description **This item may not always be held in stock, please allow approx 7-10days for despatch**. The order was despatched 8 days after the order was placed so within the advertised window.

You then contacted us to report that the hood didn't fit and that you wanted to exchange it, you were given a returns number the same day and guided to our returns information. You then revealed that you would not be able to adhere to our returns terms because you had removed and discarded the tags and in fact you admitted to trying it on every horse at the yard. If this had not been the case you could have returned the item for either refund or exchange and there would have been absolutely no issue, I even stated I could reattach the tag for you if you had it and if the hood was in a new and re-saleable condition.

You asked for a recommendation for an alternative so I asked if you could please send a picture of your horse's head so that I could better advise. You didn't do this and again accused us of not being willing to help, we were perfectly willing you just weren't willing to provide us with the information we needed to help you and not having met your particular horse this is quite a tall order. I then passed this to Zilco who, being a World renowned supplier of racing apparel, were better placed to give you further guidance. They responded within 24hours with suggestions for alternatives. To clarify, the hood you purchased was not within the Zilco Endurance range and has nothing to do with the Endurance range and it was not advertised as cob size as you claimed. It is true that we eventually suggested you might be best to shop elsewhere which I'm afraid is a reflection of just how difficult it was to assist you despite attempts from both ourselves and Zilco. It is always very disappointing for a small business to receive feedback like this especially when we have done all that we can to assist but unfortunately it does happen on occassion and we just have to enjoy the many many positive experiences shown on Trustpilot to know that we are on the right track.