Disappointing experience and poor customer service
I’m very disappointed with my experience with Honest Riders.
I placed a large order, which was split into two parts.
Part 1 was dispatched but was left by Royal Mail in an unauthorised location. Despite the proof of delivery, I did not receive the parcel.
Part 2 of my order had also not yet been dispatched.
I contacted Louise at Honest Riders several times but initially received no response.
After receiving no help, I had no choice but to raise a dispute with my bank.
I then received a response from Louise, who advised that she had looked into the matter and that Royal Mail was adamant the delivery had been made correctly.
Louise agreed to send a replacement for the missing items, but only if I cancelled my bank dispute.
I was also told that the remaining part of my order would not be dispatched until I cancelled the dispute.
I contacted Citizens Advice, who advised me not to cancel the dispute, as doing so could mean I would not be able to reopen the chargeback if I still didn’t receive what I had been promised.
I then had to spend a considerable amount of time gathering all the evidence and providing it to my bank. Thankfully, my bank reviewed the evidence, and I received a full refund.
My issue is not simply that there was a delivery problem, these things can happen. It is the way the situation was handled afterwards that I found particularly disappointing. Customers should not feel that their goods are being held ‘hostage’ until they give up their right to dispute a transaction.
I had hoped for much better customer service and a much more straightforward resolution.
Unfortunately, based on my experience, I would be very hesitant to place another large order with Honest Riders.
I’m unclear why your response presents such a misleading account of what happened.
You never replaced Part 1 of my order, and I have written correspondence confirming that you refused to send the replacements with Part 2 unless I cancelled the dispute.
The dispute was raised only after my previous correspondence was repeatedly ignored. You only responded once the dispute was raised, so your suggestion that you did everything possible to resolve the matter is simply not supported by the correspondence.
The email trail speaks for itself.
Reply from honestriders.co.uk
Hi Emma,
We’re genuinely sorry that you feel you haven’t had a good experience with us. We did everything we could to resolve the issue, but we do need to clarify a couple of important points.
Although Royal Mail recorded the first part of your order as delivered, with tracking and photographic evidence, when you told us you hadn’t received it, we replaced those items at our cost.
The remaining part was your Eco Horse Box, which wasn’t missing or overdue – our boxes have a scheduled dispatch date of the 15th of the month.
A chargeback was then raised for the entire order. We clearly explained that we couldn’t dispatch the remaining goods while payment for those same goods was being disputed with your bank, potentially resulting in both the goods and a full refund being received.
We’re sorry we weren’t able to reach a resolution you were happy with. We replaced the missing parcel and communicated throughout why we couldn’t continue fulfilling the remainder of the order while the full payment was under dispute.
Honest Riders
