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Post by semperfi on Oct 17, 2011 15:28:08 GMT
Less than a year ago I bought three snuggy hoods - one turnout and two sets of jams. The turnout hood had very little use, and yet is littered with tiny holes, mainly around the seams. The zip has broken (the actual metal puller has broken - damage not done by the horse). From the two jams hoods, one has split open at the seam, and the other has lost two teeth right at the base of the hood.
For hoods less than a year old, I was thoroughly disappointed, bearing in mind the initial cost of these. I spent the money because the company, I was told, produced quality items.
I contacted them today and received abuse and aggression from their Director! Despite the director telling me that "Whilst it makes it easier to put the hood on, it is 33" of plastic versus over 300kg of horse" they fail to acknowledge that therefore their zips are obviously not up to the job (and yet the zips on my shires, dress circle, and several home made lycras/hoods have never failed after years of use). Also, my horses weigh 500 and nearly 800kgs so had no chance of keeping their hoods intact it would appear!
I was very upset with their reponse, and very rude email (which contained 'shouting' with prolific use of capitals)
I googled 'snuggy hoods complaints' and found an old thread on here from a year ago, which showed that the majority felt the quality had deteriorated.
So, for those of you that have bought from snuggy hoods in the last year, have you had problems with quality/stitching/zips? I am very disappointed as they certainly aren't cheap. Anyone got ideas for alternative turnout hoods?
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rypw
Full Member
Posts: 331
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Post by rypw on Oct 17, 2011 15:35:40 GMT
I can't fault the service but I recently bought my first turn out hood, I turned my pony out in it for one night and there were holes under the neck area the following morning...my pony doesn't have a habit of ruining rugs etc he's usually quite good. It's still usable but not sure for how long, as you say they are expensive and you wouldn't expect that.
MTA - I have had a pair of jams in the past which I didn't like as found they slipped back and became too tight around the neck.
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Post by Team Fenton on Oct 17, 2011 15:58:47 GMT
There is a new company started up called Shwmae products they are very good and reasonable priced they are made to measure and have lots of various colours / fabrics. for a few extra pounds they do repairs for a couple of year i think. i have been lucky to pruchase some of there stuff and it washes beautifuly. They are on Facebook too if you want to search for them
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Post by semperfi on Oct 17, 2011 16:05:01 GMT
Thanks Buttons, but due to several 'reviews' on various forums, barge pole and wouldn't touch comes to mind.
*Although I do have to now add that Schwmae have contacted me, and appear to be friendly and helpful in their manner, so my views could be changed. Good customer service/pleasantry costs nothing, and can earn you a great deal!
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Post by Team Fenton on Oct 17, 2011 16:43:25 GMT
Gosh really ..... well i cant fault there stuff and have recommended them to many of my friends who have been more than pleased, might have to wait for them to make the product but thats what happens when it is 'made to measure', cant always buy a show jacket off the peg either !!
hope you find someone else, try ebay a few people making them and selling.
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Post by thimble on Oct 17, 2011 16:46:39 GMT
I have regularly used Snuggy hoods. I have always found them to be efficient and friendly. Recent purchased two fleeced hoods and a lycra one and are delighted with them.
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Post by nomdeac on Oct 17, 2011 16:53:51 GMT
Try 'Snuggles" on here she makes fab hoods and anything else you'd want to all bespoke and in the most briliant wacky or plain colours ever.
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Post by chalky284 on Oct 17, 2011 21:04:18 GMT
I bought 2 snuffy jams with turnout bellys, 3 turnout hoods. I have learnt when your buying they can't be more helpful but if you need to return or have a complaint etc they are fowl to deal with. I asked if they wound supply me with extra turnout bellys so I could wash after every use, thought having to wash the whole rug silly when it was only the belly that was dirty. I was met with a resounding NO, telling me that they will not give me the opportunity to use their stock with other rugs. I will try to find the email and copy it on here, it was quite nasty. I vowed from that day never to deal with them ever again!
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Post by mushypeas on Oct 17, 2011 21:17:46 GMT
Ooooo off my xmas list.
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Post by delfachhighwayman on Oct 17, 2011 21:24:08 GMT
I was fairly disappointed with the total lack of engagement with the staff on the snug hood stall at boys. I found that they came across very arrogant and was put off buying from them.
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Post by olla1581 on Oct 18, 2011 9:22:09 GMT
Having delt with Snuggy Hoods for years I am more than surprised to hear these comments! I have always found them helpful, friendly and easy to deal with. 'Semperfi' have they not offered you any solution? Repair or replacement?? I had the same problem with a hood last year - the zip pull fell off in the wash - they send me a new puller in the post but I could not get it to work so I send the hood back, it was deemed faulty, zip replaced and sent back to me - I thought this was more than fair? Its a real shame companies get slated so much on these forums and for every 1000 customers there is probably 1 that isn't happy for one reason or another, no wonder people say the horse world is 'bit*hy'!! Perhaps phone Snuggy Hoods and speak to them, you will find they are 'horse people' who have encountered similar problems with other products like everyone else. You may find my response odd but I simply couldn't live without Snuggy products so feel I should also have my say.
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guestp
Junior Member
Posts: 57
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Post by guestp on Oct 18, 2011 9:31:41 GMT
ditto that - have had various items and pleased with them all. always super friendly and helpful in the phone. have exchanged items for me. have asked for photos so they can advice me on fit when i was unsure i had the right size etc. i felt they wanted to make sure i was happy with my items. never been on the stand so can't comment - always bought online or over the phone. i had one item altered and it seemed quite pricey but if that's the cost then that's the cost. i didn't quibble with BP this mornign over the cost of diesel!
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Post by semperfi on Oct 18, 2011 9:42:46 GMT
Olla1581 - It is strange that you are new, and instantly leap to defend Snuggy Hoods, about the same time as I receive another email from them. I had actually come back onto this forum to update the thread, but now feel a little aggreived to do so - at least have the decency to post as yourself rather than as a 'happy customer'. It is also strange that suddenly lots of people are leaping to your defence all of a sudden... Cynical....?
I was very angry at the customer service and general attitude I received from them. I am also angry that expensive hoods purchased have lasted less than a year, with minimal use. Yesterday my final email to SH got no reply, and yet this morning I suddenly get a reply since they have seen/been alerted to this thread on Horse Gossip. It is a shame that I had to 'go public' in order to get a response.
I will say that the email I received this morning was of a much better tone, and that I was happier with the reponse I got. However, why should I have to go 'public' in order to get a reply of this nature?
Why is it a shame companies get slated on forums? I'm sorry, but I bought from SH having been recommended them by various showing friends. Up until yesterday I was happy with their service (if not the quality of the product) and had intended to spend more money with them. Less than a week ago, I was recommending them to friends. Since the director thought it appropriate to send such a heated email, I no longer want to spend any money with them at all. I feel it is therefore my right (is this a free country?) to share my experience with others. It is not being "bit*hy" I am stating my experience, and have used google and various forums to find others have had similar experiences. I am more than happy to post about companies that offer good products/services, as I have done on other forums in the past.
I have also found a lot of people moaning on the internet about the quality of SH deteriorating from about a year ago (around the time I purchased mine) and rumours that they had switched manufacturers. Perhaps this is something they should address, as obviously people aren't happy.
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Post by semperfi on Oct 18, 2011 9:48:54 GMT
Just to add something my friend has recently commented;
"I am sure not all their products turn out like yours did, BUT in terms of professionalism they should have handled it differently, and snotty remarks and emails/letters are not acceptable"
I completely agree with this. I am sure that there are MANY happy customers, and as stated, I was one, and had recommended them to others myself. It is the way I have been treated that upset me, and continues to upset me.
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Post by shelleyj on Oct 18, 2011 9:54:06 GMT
"Whilst it makes it easier to put the hood on, it is 33" of plastic versus over 300kg of horse"
thats exactly the same statement made to me when the zip on a brand new one broke last year!! if thats the case then they are openly admitting selling a product with a component which is not fit for purpose - to be used on a horse!!!! I got over my problem by having the zip removed and thick velcro strips applied on the neck closure, fantastic job done at a cheaper price than the money quoted by snuggy. I've also had jammies made to measure by the same lady which are a super fit and excellent quality and cost less than a snuggy garment. In short - hoods are good, zips are rubbish - either re-source your product or redesign them please!
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Post by olla1581 on Oct 18, 2011 9:59:55 GMT
In response to your message, I am a happy customer of Snuggy Hoods and as you can see I joined horse gossip in 2008 when I was at Uni and used these forums for some of my research, I have never felt the need to post before and now I realise why! As I had had a similar problem and had a fair soloution I thought my comments might be helpful to you to hear that 'all is not lost'. I can't comment on any of the other recent posts. All I was doing was having my say, I didn't expect accusatory comments from anyone. It is none of my business what e-mails you have received from Snuggy Hoods, I hope you find a soloution that you are happy with.
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Post by semperfi on Oct 18, 2011 10:10:23 GMT
I apologise if I am wrong Olla (I am not above apologising) but it appeared strange to me (and perhaps I am paranoid) that I get a reponse from SH (despite ignoring me for the remainder of yesterday) around the same time you (having never posted before)posted on this thread, using very similar grammer and punctuation. Obviously I read too much into it...
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Post by olla1581 on Oct 18, 2011 10:22:01 GMT
I think it is fair enough to have your say, as I did, but to be personal and accusatory to other forum users is a bit over the top! Especially as two other users have posted at a similar time. I can confirm you did read too much into it. Again, hope you manage to sort out the issue with Snuggies.
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Post by buttercup on Oct 18, 2011 11:10:52 GMT
Sorry to hear you had a bad 'Snuggy experience.'
I have to say I have tried Snuggy hoods and i have tried the others....and yes there are some cheaper options, but for me NOTHING comes close to the snuggy hoods.
The BEST has to be the sweet-itch turn out hood and suit- utterly faultless and totally restored my pony's mane, tale and coat to normality. Summer used to be a nightmare with new sores and rubs everyday for the poor pony who was always so unconfortable. One set of sweet-itch snuggies later and it was like a new pony that could relax and be in the stable or turned out all day without irritation. The pony lived in them and as a result they saved me a fortune in sweet-itch remedies/creams/lotions, not to mention a false forelock (which i believe can be very expensive?)
As for the other products...i pretty much have them all - I bought the snuggy jams years ago, and still use the same ones every winter - they are just fab.
The lycra suit and hood gets rolled out for use before and at every show as there is nothing like it for keeping the coats and keeping them spotless after a bath. They then get slung in the washing machine, dry super quickly and are as good as new for the next weekend!Brilliant!
The products match the service for me - nothing short of excellent - we had a new pony needing rugs, so called up Snuggy hoods to discuss a suit and hood size and the very helpful lady at the other end was able to look up the pony's name and see the exact size that the previous owner had bought before! Talk about service - and luckily it was a size that needed slightly altering which Snuggy were only too happy to do and send it out for delivery the next day.
They're like the Apple Mac of hoods and suits. In fact, if Carlsberg did horses rugs.....
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Post by semperfi on Oct 18, 2011 11:18:55 GMT
Someone told me about this thread and I felt I had to comment. I usually steer clear of these forums as it seems that its a way of generally having a bit*h. I have shopped from Snuggy for years - used the repair service (thank god for that service!!!) and always found the girls on the phone and at the shows friendly, super helpful and knowledgeable!!! I find some of the comments I have read hard to believe. If something has been damaged then you have to have it mended, if it is faulty then replaced?! Not Rocket Science!!! By the way FOWL is a type of chicken?? Sorry, but having just read back through your previous posts, you state in one that "my company is snuggy hoods"... Marilyn, why not post as yourself rather than say 'I have shopped from snuggy for years' Customer service, professionalism, and courtesy costs nothing. Getting on your high horse (desipte admitting your zips are not fit for purpose) has only driven away a customer who intended to buy more, and recommend you to others. A bit of professionalism as a company would have been admired, rather than posting on a forum under aliases trying to back up your products as 'customers'.
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Post by buttercup on Oct 18, 2011 11:31:21 GMT
GOSH! I think someone else has just hopped on their slightly 'higher' horse and lost sight of things.
If you're not impressed, just illustrate this 'professionalism' you speak of, and walk away?
Marilyn, Becky and the rest of the Snuggy family are absolutely wonderful, with a lot of loyal customers, support and great friends through the expert service and products they provide. I think you may be best to let this one lie.
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Post by semperfi on Oct 18, 2011 11:42:11 GMT
Sorry, I find your post amusing buttercup. Why should I "let it lie"
This company has behaved in a thoroughly unprofessional manner, including coming onto this forum, and posing as 'happy customers' when really they are talking about their own company....
Yes, I am angry. I have spent hundreds of pounds with them over the years, and had intended to do so in the future, and have been treated very, very badly. I do not expect to get rude emails from companies when I have complained, that is highly unprofessional. Yes, I am on my 'high horse' because I feel a company should NEVER behave in this way to a customer.
You might think that Marilyn, Becky and team are wonderful, but my dealings with them have been horrendous in this past 24 hours. I am entitled to share my experience, as are genuine customers.
Sorry, but at a loss as to why I should show 'professionalism' and walk away.... That makes no sense? My 'profession' has nothing to do with horses or forums, so why would that be showing professionalism.....
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Post by buttercup on Oct 18, 2011 11:46:18 GMT
Okey dokes...carry on ranting, i can't think you'll achieve much. But remember life is short!!
Also, no need to apologise if you find my post amusing... Happy to be of comic service! ;-)
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Post by semperfi on Oct 18, 2011 11:49:19 GMT
Okey dokes...carry on ranting, i can't think you'll achieve much. But remember life is short!! Also, no need to apologise if you find my post amusing... Happy to be of comic service! ;-) Thanks for the permission If it stops one person having to go through the same experience I have, I will have achieved something.
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guestp
Junior Member
Posts: 57
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Post by guestp on Oct 18, 2011 12:06:56 GMT
...(and perhaps I am paranoid) ... i think perhaps you are i thought i'd share my positive experience as a way of saying "all is not lost, pershaps they had a bad day?" not acceptable for them to be rude but it does happen sometimes when people are feelign under pressure (for whatever reason) having read further on here i wonder if perhaps you ought to look at your self - perhaps your own email was worded in a way that could cause offence. why email? why not phone? written word is sco much easier to mis-interpret than a phone call.
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Post by hannahh on Oct 18, 2011 12:14:04 GMT
i feel the need to comment as i have used snuggy for 15 yrs and have recommended them to others. i have never heard a bad comment until today and i could not of achieved my results this year without my spik and span. snuggy hoods are lovely people and have always been very helpful. i hope this can be resolved hannah xx
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Post by semperfi on Oct 18, 2011 12:20:37 GMT
I emailed as I was at work and could not phone. In addition to that, I also dislike using phones, for several reasons (I have a small hearing problem being one of them). Regardless of whether my email was misread/my tone was off, they should still have replied in a professional manner.
Once again I will say, I am sure that they have a lot of happy customers, and as stated above, I used to be one, but there was absolutely no need to respond to me in the manner they did, and treat me the way that they have.
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Post by lizzieb on Oct 18, 2011 12:21:36 GMT
I would certainly agree with Buttercup, I have been buying Turnout hoods and bodies, lycra hoods and bodies and snuggy Jams for over 6 years from Snuggy Hoods and my ponies are still wearing the orginal Jams that I bought off them in 2004. I have always found Becky, Marilyn and their wonderful team helpful and easy to deal with and their professionalism has always been second to none.
Lizzie Briant
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Post by buttercup on Oct 18, 2011 12:37:38 GMT
'Semperfi' i'm sure Snuggy Hoods would feel exactly the same about the way you have posted on here....there really is no need.
And if you were so appalled at their so-called 'manner,' you have, unfortunately, failed to lead by the great example you seem to be so familiar with, reacting in the worst way possible and instead making yourself look quite silly!
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Post by dollycorn on Oct 18, 2011 12:47:48 GMT
I bought a snuggy turnout hood at the NPS summer champs the hood has been used less than half a dozen times and the stitching has come undone. Luckily i can sew ! although it shouldn't need repairing how much it cost.
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