My order had to be shipped to Germany and customs held on to the order. Dan was absolutely helpful in solving the problem by providing everything needed. Order arrived a few days later. That’s what I... See more
Company replied
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Dan and Chloe was very helpful and tried to ensure I received my order early due to my horse needing a mask asap from eye infection but unfortunately it was delayed due to courier but they kept in t... See more
Company replied
Possibly one of the best online horse equipment shops I’ve ever shopped at. Even the return process was excellent. 100% recommend 😊
Company replied
Helpful friendly team, speedy service, like the try before you buy option as not all products suit every horse and very impressive quality. Thank you
Company replied
Company details
Written by the company
On-line retailer offering a carefuily curated range of equestrian products: saddlery, horse wear, horse care products, etc. Prides itself on providing excellent customer service and advice.
Contact info
5 Pound Lane, SL7 2AE, Marlow, United Kingdom
- 01628 302301
- sales@shadowhorse.co.uk
- shadowhorse.co.uk
4.5
Excellent
26 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Outstanding caring customer service
I needed an ear bonnet for a horse because one had gone missing. When I got an email with the estimated arrival it said 'let us know if you need this quickly and we'll do our best' the communication was really good - Dan got back to say I'd missed that days despatch (fair enough as I'd ordered in the evening) so gave me the arrival time. I was impressed with this. But then the next day he emailed to say he'd gone in and been able to despatch earlier so it should arrive the next working day - which it did indeed. Really personal, outstanding service. Where there is a choice I will buy from Shadow Horse.
27 December 2024
Unprompted review
Reply from Shadow Horse
Many thanks for the positive feedback: we always try to help when we can.
excellent customer service
Shadow horse could not have worked harder to ensure i could choose the correct flex on stirrups for me. I will definitely use them again. Excellent service
29 October 2024
Unprompted review
Reply from Shadow Horse
Many thanks - it was a pleasure working with you to ensure you got the right solution
Terrible customer service- no contact…
Terrible customer service- no contact no reply no refunds don’t buy from here!
24 May 2024
Unprompted review
Reply from Shadow Horse
Hi Alison - this is not our usual standard of service and I can only apologise profusely. As I told you on Messenger as soon as I got your message this morning, there have been major issues with our internal communication and e-mails. We issued your refund immediately I got your message, and you should have had an email notification of that. Major apologies again.
Chloe
This company is amazing
This company is amazing. I was looking for something to help me keep a quieter lower leg. I had outstanding customer service and advice from Dan. I ordered Totally Tack wide stirrup leathers. I didn’t expect to feel such a significant difference in the stability of my lower leg. Highly recommend the leathers and the company.
1 May 2024
Unprompted review
Reply from Shadow Horse
Really glad to have helped, Amanda. (For other readers' info, the wide stirrup leathers are from "Total Saddle Fit" rather than "Totally Tack").
Excellent customer service for my…
Excellent customer service for my recent order. Dan called to clarify the specification, and delivery followed shortly afterwards. Very good communication throughout. Recommend!
14 February 2024
Unprompted review
Reply from Shadow Horse
Thank you for the kind feedback - it's always nice when our efforts to provide great customer service are noticed and appreciated...
Helpful Team, Rapid Delivery
Very helpful when trying to source a set of wide stirrup leathers for a petite rider. Rapid delivery, and then turnaround when products were returned, until thankfully a solution was found.
Will definitely order again from this company if and when the opportunity arises.
24 October 2023
Unprompted review
Reply from Shadow Horse
Thank you for your review, Donna. Glad we found a solution in the end
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