Those that follow me on instagram (@hunky_hanoverian) may remember a post from the beginning of January concerning Equifit. With over 60 comments, it drew a bit of attention to the customer service provided by Equifit (or in some cases, the lack there of). One similar theme seemed to emerge among all the comments: We, as equestrians, expect a certain level of quality and customer service which seems to closely correlate with, if not directly related, to the price of the item. Higher priced products should equal better quality, or at least a high level of customer service to back up what is viewed by the consumer as a below standard product. If you are paying $280 for a pair of boots, you expect a certain level of durability in the product.
Here’s the story:
EquiFit Extended Full Coverage horse boots were purchased (from Centerline Style) to cover Rio’s prior surgical site on his left hind. It is healed now, but he does interfere occasionally, and I wanted to protect the area as much as possible. If you don’t know about Rio’s left hind issues, feel free to peruse this post with tons of pics of the area in question.
I emailed Equifit these photos at the end of December (12/27) and was essentially told the wear is normal due to the high impact area of the boots. There was some comment about how they could maybe send me more liners if it got significantly worse, but it was very non-committal. Also, why would I want more of the exact same product that was already deteriorating in a just a handful of rides? They never offered to let me return them, which I what I wanted to do at the time.
Now enters the insta post:
A few hours later, Equifit responded on the insta post:
True to their word, Andrea from Equifit contacted me right away via DM. She was MUCH more helpful then my initial contact with them (a different person), and seemed genuinely interested in helping me. She set up a time to talk on the phone the next day so we could go over the issue. When we spoke, she confirmed that the wear demonstrated appeared extremely abnormal, and that they had in fact never seen wear in that specific location. She asked that I take a few measurements of Rio’s legs and take pictures of the actual boots on him as a starting point to try and pinpoint the problem. I also send them a video on me jumping him in the them, figuring it couldn’t hurt.
I sent over the request measurements of Rio’s legs and the photos of him wearing the boots.
Andrea promptly responded that after reviewing the pics, video, and measurements with her team that she feels he actually needs a size medium boot, and not the size large that I currently had. I instantly told her that I felt that the large was tight on him and that a medium would not fit. She told me that the newest model of D-tech hind boots has stretchier elastic and that she felt we needed to try the mediums. I was game to try it, so she put them in the mail and they were on my doorstep in 3 days. I pulled the mediums out of the box right away and was instantly like, “OMG THESE ARE SO SMALL”. Like, CUTE they were so tiny.
I sent the pictures over to Andrea right away on a late Friday afternoon and she promptly responded on Monday morning (1/15) that she was sorry that they didn’t work and that she would consult with the product engineer as soon as she was back in office (which would be on Wednesday the 17th). On the 17th, Andrea told me she had spoken with the engineer and that new liners would be designed, specifically for Rio, made out of more durable material. She said should would give me an ETA on how long it would take as soon as she knew.
On January 23rd, Andrea emailed me back saying that the the new liners should be ready in 2 weeks. In fact, the liners arrived on my doorstep February 2nd- in only one week, and just in time for the Julie clinic! They actually sent me 2 pairs, one in large and one in medium, which have slightly less length and therefore would be less likely to drag the ground and incur damage.
What is different about these liners is the INSIDE of the liner.The above photo is showing the inside of the liners, compare that to the photo below, also of the inside of the liner.
You can see that the inside of the old liner is the soft material, and is not lined with tough leather, like the outside is. Now, the new liners have the leather outside AND inside, and thus appear to be much more durable.
In summary, Andrea from EquiFit contacted me January 2nd (the day of the instagram post), and in one month (on February 2nd), I had newly designed liners, rectifying the original issue, in my hands.
I am beyond thrilled with how this issue was handled. Andrea was amazing through the whole process. She was extremely communicative throughout the entire endeavor, gave accurate timelines, and always kept me up-to-date on exactly how the issue was being addressed. I want to take back everything I said in the Instagram post about Equifit not standing behind their product- because they absolutely do. They recognized that they had never seen this type of problem in the full coverage liners, and worked with me to develop a new and improved product. If that is not good customer service, I am not sure what is.
Yay Equifit! You guys rock!!!
Don’t worry Centerline Style– you are not off the hook.
On January 3rd (so after the Equifit had contacted me via insta, but before I spoke with Andrea on the phone), I was still wanting to just return the boots. So many IG users had given me recommendations on alternative brand boots that I decided to contact Centerline Style, to see if they would be willing to except a return on the used boots. I initially used the “Live Chat” option on their page to reach out them. The person I spoke with was very friendly, and seemed shocked to hear about my issue with the boots. She assured me that a return would be possible, and asked that I email them pictures and a bit more info, which I did immediately upon ending the chat session.
You can see I sent the initial email on January 3rd, and a follow up email on January 5th. I have STILL not heard from them. I will never order anything from Centerline Style every again. So rude to NEVER respond to my emails. Like, so so rude.