Most reviewers describe problems with fulfilment and refunds. Many say support is slow to respond, or does not respond at all. A small number report smooth delivery, fair prices, and helpful staff. Overall, feedback splits between frequent operational issues and occasional positive service notes.
Examples from available reviews (Sep 2022 – Mar 2026).
Returned item but no refund and no communication; bank dispute raised.
“After receiving my return they wouldn’t refund me”
No tracking unless using intrusive app, inconsistent delivery times, poor service.
“you have to download a rubbish tracking app that shares your details to other sites”
Regular customer satisfied with choices, prices and speedy delivery.
“always been happy at the choices and prices, as well as the speedy delivery”
Quick delivery, accurate items and excellent customer communication from Carson.
“I also found the customer services person, Carson fabulous at communication”
Reviewers repeatedly mention partial shipments, long dispatch delays, and refunds that do not arrive after returns. Several say payment was taken but the order never showed up. Many also point to stock issues and cancelled orders with no confirmed refund.
A few reviewers compliment the product range, pricing, and fast delivery. These value-focused positives are limited compared with the number of fulfilment complaints. Some also speak well of product quality, though those comments are rare.
Customers mention intrusive third-party tracking requirements and return steps that feel unclear when trying to get a refund. Many describe chasing updates repeatedly and waiting a long time for order information. Positive comments about the website are uncommon.
Several reviews describe wrong sizes, missing parts, and items arriving incomplete. A small number share positive views on item quality. Complaints about damaged or incorrect items recur, often alongside return issues.
Many customers say emails go unanswered, promised replies do not arrive, and phone contact is not available. A small number highlight one employee for clear, fast help. Most communication feedback centres on a lack of response.
Reviews cluster around frequent negative experiences with fulfilment and contacting the company, while a minority report good service. Several reviewers say they used payment disputes to obtain refunds. Overall, comments show unresolved operational problems alongside occasional smooth purchases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (34) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Returned item but no refund and no communication; bank dispute raised.
“After receiving my return they wouldn’t refund me”
Part orders, delays and slow refund processing with poor communication.
“Gives the impression of an outfit run from someone’s shed (or stable).”
Rug out of stock and promised refund not received after many days.
“14 days later still no sign of a refund”
Part of order arrived; missing items unpaid and PayPal dispute filed.
“I didn't receive a refund for the missing items.”
No updates for over three weeks; PayPal dispute led to refund.
“Waited over 3 weeks with no updates.”
Month-long chase with no contact number and many unfulfilled orders.
“Awful company! AVOID! I’ve been chasing my order for over a month now.”
No tracking unless using intrusive app, inconsistent delivery times, poor service.
“you have to download a rubbish tracking app that shares your details to other sites”
Emails unanswered within the promised 48 hours despite frequent chasing.
“4 days with me emailing 3 times a day isn’t 48hours.”
Emails took four days to get reply only after solicitor threat; avoid company.
“Avoid this company, they lie about stock!”
Quick delivery, accurate items and excellent customer communication from Carson.
“I also found the customer services person, Carson fabulous at communication”
Rug arrived missing neck cover and refund was not provided.
“When it arrived it had no neck”
Partial deliveries, slow response and difficult returns resulted in dissatisfaction.
“Order arrived in parts”
Almost four weeks waiting with stock problems and poor communication.
“If I had not emailed you would not have contacted me.”
Accuses Baaj Capital of scamming customers and mismanaging acquired companies.
“They scam people out of money in every business they own.”
No delivery and company not responding to emails or phone calls.
“No delivery and I can’t get hold of them.”
Did not receive product or refund; customer service was poor.
“No product and no refund.”
Two weeks waiting for a rug with atrocious communication.
“communication is atrocious.”
Over two weeks waiting with no tracking and no email replies.
“This website is a scam take your money and never received my item”
Over a month waiting and no responses to emails about non-delivery.
“This website is a scam take your money and never received my item”
One of two items delivered after four weeks; refund processed after chasing.
“only delivered 1 of 2 items after more than 4 weeks”
Order placed last month took an awfully long time to arrive.
“I placed my order last month, and they've taken an awfully long time to arrive.”
Regular customer satisfied with choices, prices and speedy delivery.
“always been happy at the choices and prices, as well as the speedy delivery”
Partial delivery received; missing items not refunded despite many emails.
“Numerous emails but still no refund.”
Body protectors listed as non-returnable; sizing inaccurate and return rights unclear.
“body protectors are under the same category as underwear and are non returnable”
Four tops ordered, only one refund received; two items missing and charged.
“I placed an order for four tops returned two only received a refund for one”
Long delays, inconsistent explanations and missing refund after cancellation.
“Order cancelled but they conveniently forgot to refund.”
Company taking payments without delivering; cancellation later refunded.
“They are taking payments for goods but not delivering.”
Ordered last month with no updates despite chasing; won't recommend.
“Still no updates and it will be a month waiting”
Payment taken but show top not received; no email responses.
“I have still not had this item.”
Dispatch took three weeks for one item; company rated terrible.
“3 weeks from placing my order (of one item!) to dispatch it.”
Four weeks waiting, no replies and payment taken without delivery.
“Taken my money and now not giving me the item so actually stealing.”
Delivery times underestimated; parts of order undelivered and slow responses.
“Do not believe their delivery times!”
Four weeks waiting with no responses and money taken; no phone contact.
“DO NOT BUY FROM THIS COMPANY”
Wrong size sent; forced to return at own cost and no refund confirmation.
“They picked and delivered me the wrong size product”
I recently purchased some equestrian clothing from Equus, and I must say, the experience was exceptional. The range of products they offer is impressive, and there's something for everyone regardless of style or budget.
The best part was the customer service - it truly sets them apart from other online stores. I had a few questions about sizing and fit before making my purchase, and their team was quick to respond with helpful advice. Additionally, their website was easy to navigate which made finding what I needed so much simpler.
When my order arrived in a timely manner (with free UK delivery I might add), the items were exactly as described on the website. The quality is top-notch, and everything fits perfectly!
Overall, purchasing from Equus is an excellent experience that deserves recognition. Between their extensive product range, fantastic customer service and speedy shipping options - you can't go wrong! Highly recommended!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Equus runs an online retail site under the Equus name. Product pages show descriptions, prices, and checkout options. Customers order through the website and pay using standard online payment methods. Parcels ship to customer addresses via carriers, with order tracking available on the site along with support contact options.