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Post by semperfi on Oct 18, 2011 13:09:01 GMT
buttercup, they stopped responding to email, and it was only once I posted on HG that they got in touch again. Why was posting a bad experience 'reacting in the worst way possible' - I simply expressed my views.
I certainly do not feel silly - they have been rude and arrogant, and several people have been in touch (and posted on here) saying they have experienced the same. I do not need to 'lead by great example' as I am not leading anyone/any company so who am I to be leading exactly? If people do not complain, companies to do know they are at fault. Sadly it seems when you do complain to this company, they become rude and aggressive.
I have simply been stating my experience, and cannot understand why Marilyn did not post as herself rather than pose as a customer.
Anyhow, this has gotten off topic, and for that I apologise. I did initially ask for recommendations for other products, as I certainly would never touch Snuggy again.
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Post by delfachhighwayman on Oct 18, 2011 13:12:37 GMT
I don't know why everyone is so offended by someone posting about a bad experience?
Why do we have websites dedicated to reviewing customer experiences? Simply so that other potential customers are able to make an informed choice.
likewise, those who have had great experiences should feel free to post about them without fear of being attacked.
This thread has only confirmed what I already felt about the company in question having recently visited their stall.
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Post by buttercup on Oct 18, 2011 13:17:15 GMT
That's probably the best solution for you semperfi!
I'm afraid i can't be of help, as i've tried the others and would never touch any of the imitations again. ;-)
The only way for me really is Snuggy!
...don't tell me...you don't agree!? THAT'S FINE!
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Post by olla1581 on Oct 18, 2011 13:40:01 GMT
Just to clarify, out of interest, despite your disagreeance in the way in which the emails to you were written have Snuggy Hoods offered you any kind of solution Semperfi?
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Post by semperfi on Oct 18, 2011 14:03:48 GMT
You seem very interested in me 'clarifying' what has been said....
Snuggy did contact me AFTER I posted on this forum, with a much better tone, and have offered a solution, which to me is still unacceptable. I have now referred everything on (emails etc) to a third party for their input, as they know how the law works with regards to items not being fit for purpose (which Snuggy have basically claimed in their email).
After their abrupt and rude manner, and their underhandedness, I have no wish to deal with them personally in the future, nor trust them with items I own.
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Post by olla1581 on Oct 18, 2011 14:13:16 GMT
I am interested because, as previously mentioned, I had a similar problem with a zip which was mended free of charge. Just thought in fairness you would have been offered the same?
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guestp
Junior Member
Posts: 57
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Post by guestp on Oct 18, 2011 14:18:03 GMT
whilst goods must be fit for purpose, at the same time, for the sake of safety, they must have a breaking point.
i haven't seen the emails but i do not belive that the comment about 33" zip v 300kg of horse is admitting that the items are not fit for purpose.
and i would like to confirm that i do not work for snuggy, i am not related to any of the team, nor friends with and would not even recognise somebody who owns/works at snuggy! just to clarify......
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Post by clancy on Oct 18, 2011 14:39:12 GMT
I have to say i have use snuggy hoods now since 2005, they were brilliant last year i bought 2 more turnout rugs with bellys, the material is not the same and they ripped on 2 different horses within a week, i have had them mended locally 5 times and unfortunatley will not be buying any more snuggy products, which is dissapointing but not worth the money any more. Anybody got any ideas on simalar products
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Post by louisegelly on Oct 18, 2011 14:51:42 GMT
I too bought a sweet itch snuggy rug also known as the spic and spam and hood last year while at HOYS. I too have had to have mine repaired on several occasions. He no longer wheres it unless going to a show and only then does he where it for a night. I too will no longer be buying anything from this company
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Post by orangetails on Oct 18, 2011 15:56:23 GMT
I've got three SH turnout hoods. Two were 'seconds' bought several years ago off ebay (direct from SH who had an outlet on there) - the reason they were 'seconds' was because they came up slightly shorter in the neck. Suited me fine, as my aab is fairly short coupled - I originally bought her the size M as that indicated her sort of size, but altho the shortened neck length was okay, it wasn't quite generous enough around the head. So I went straight back to ebay and got the M/L second too! Both of them I paid extra to have ears and a zip added. The M/L was a god-send the last couple of winters, and whilst there is some bobbling/fraying around the chest it's not unreasonable wear I don't think, considering how much use it got. Certainly far better than the Dress Circle lycra stable one I had which lasted one winter before the chest all frayed away, despite it fitting well and my mare is not hard on her rugs at all.
I then ended up with my third snuggy hood for my Welsh A after buying a Snuggy Hood Head for my arab, which turned out to be a complete disaster - despite using the velcro onto the neck cover of her rug as suggested, I found her in the field completely blindfolded by it where it had slipped forward, she was standing with her nose on the back of her little Welsh A companion as if she were a guide dog! SH let me return the Head, as I had only had it a fw days, and put the money towards a full turnout hood for the Welshie instead. That hood has not had much use (just to keep the pony clean before shows) so can't comment on wear.
I have heard in the last year or so that the quality has gone down, so altho I thought about replacing my mare's used M/L one, I am quite glad it seems to be one of the 'original' snuggy hoods and therefore pretty long lasting.
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Post by ballsup on Oct 18, 2011 16:28:13 GMT
I have used Snuggy hoods for a few years, I have noticed that all of my older hoods seem to be all very good in both fit and wear and tear value, the last two that i have purchased dont seem to be as good though (stiching and material). I had a zip break on one it was approx 2 months old, I sent it back to be fixed hoping it would be FOC, but had to pay £15, plus P&P. I also have a Ridry hood that is 10 years old and great, will have to look to see if they are still about.
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Post by nagrags on Oct 18, 2011 16:37:54 GMT
My daughter saved her wages over summer and bought her pony a snuggy jams set. We have used it a handful of times and there are small holes up the seam of the neck Feel sad that she insisted on spending all her money the "BEST" for her pony and wish she has spent it on herself
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Post by mushypeas on Oct 18, 2011 19:28:25 GMT
Seems to be more than semperfi unhappy from what I can see. Maybe the quality has dropped recently alot of things across the board have its cutting back for the so called recovery.
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Post by Guestless on Oct 18, 2011 19:34:36 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? I do think that is a bit unfair. If a member of staff has posed as a satisfied customer, then that is IMO a bit underhand and shouldn't be necessary since the company has such a good reputation.
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Post by frozzy on Oct 18, 2011 20:35:58 GMT
I too have had mixed experiences with Snuggy. I have a couple of hoods which are as good as the day they were bought, however I wasted a ton of money buying their sweet itch outfit which lasted all of a week. When I telephoned to complain I was informed that it was unfortunate but they could do nothing. Binned it and went back to Boett. Lesson learned I am afraid, avoid at all costs.
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Post by semperfi on Oct 19, 2011 8:19:06 GMT
I am not out to make a deamon of Snuggy - in the past I have been happy with their products and service. But it seemed to me that the second I dared to complain, they got funny with me, and as a customer, I do not expected to be treated the way I was.
In the interest of fairness I would like to update you and say that Snuggy have now responded, through the third party, and offered a solution to my problem, so good on them for coming through. However, it should not have taken numerous emails and me having to go public on forums for this conclusion.
If Snuggy can learn from this, I will be happy. As said previously, good customer service costs absolutely nothing.
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Post by buttercup on Oct 19, 2011 8:31:10 GMT
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Post by delfachhighwayman on Oct 19, 2011 8:37:38 GMT
Glad to see Snuggy have stepped up and sorted the problem out, it makes all the difference to customers
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Post by watchbank on Oct 19, 2011 22:37:56 GMT
Ive used snuggy hoods for 10 years plus! We still have 2 orginals and that has ment they have had to withstand every show season for 10 years! I do believe if you wash and dry them and fold them away into a dust proof, moth proof box you dont have any issues with them, same goes for anything really?
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Post by max2802 on Oct 20, 2011 8:58:51 GMT
Hello! I am Becky from Snuggy Hoods, felt that having been told about all these emails I should get online and explain what had happened, It seems that my initial email to SEMPERFI caused some confusion as to what we, Snuggy Hoods, offer to customers with problems with our products. I will copy and paste the aforementioned email at the end of this post.
I would like to inform all customers - both past and present - that we offer a full repair service for damaged items. This is charged at a basic cost of £15 per item. If a product is deemed faulty - ie faulty stitching, fabric etc... then this repair or replacement will be offered free of any charge - as would be expected. If the item has been damaged by the animal (or his friends/fences etc) then there will be a charge. The item must in any case be returned machine washed and dry and contain a covering note explaining the problems encountered. The same applies to ill fit - we can offer alterations at the same cost. So if anybody has/is having problems with their hoods/rugs please please call us on 01225 783399 so we can try to help. It is most upsetting to read that we have come across as at all unhelpful as surprising or not, we pride ourselves on our customer service. Thanks to all those that have "fought our corner" for us in this matter. I hope that this email may bring this to a close.
I attach a copy of the original email sent to Semperfi - ref her hoods bought a year ago. This offer has been reitterated it every subsequent email. Without having an item back to look at, we are unable to determine whether damaged or indeed faulty.
Dear
Thanks for your email. I can understand your disappointment, it is a pain when a hood/rug is broken. We have offered a repair service for the last 10 years+. You will need to ensure that anything coming back is machine washed and dry before sending. If any items are deemed faulty (ie the hood where the puller has come off) the items will be repaired with no charge. Other repairs, such as rips, damaged zips - ie teeth knocked out, will be charged at £15 per item/hood/rug, there is also a postage charge of £6.95 - regardless of what is sent back.
With regard to the zips in question, this is the downside of having a zip! Whilst it makes it easier to put the hood on, it is 33" of plastic versus over 300kg of horse. They can be easily damaged in use, For this reason, I would always recommend a pull on hood unless your horse is particularly head shy.
With best wishes
Becky
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Post by sundance20 on Oct 20, 2011 9:55:33 GMT
Just bought a shwmae,friendly helpful advice and like half the cost of a snuggy! 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 mamanag on Oct 20, 2011 12:27:01 GMT
semperfi i think your quite with your right to post if you are disgruntled with an item an received unsattisfactory after sales..some of the posts on here are quite condescending showing 'professionalism' and walking away is not the answer, addressing the problem and bringing the fault to the attention of the manufacture is the correct procedure so the manufacture can resolve,replace,repair and improve so the product is suitable for its purpose..personally i prefer supreme products. Good luck hope it gets sorted xx
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Post by janea2606 on Jun 22, 2015 18:37:52 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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Post by janea2606 on Jun 22, 2015 18:39:40 GMT
You seem very interested in me 'clarifying' what has been said.... Snuggy did contact me AFTER I posted on this forum, with a much better tone, and have offered a solution, which to me is still unacceptable. I have now referred everything on (emails etc) to a third party for their input, as they know how the law works with regards to items not being fit for purpose (which Snuggy have basically claimed in their email). After their abrupt and rude manner, and their underhandedness, I have no wish to deal with them personally in the future, nor trust them with items I own.
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Post by janea2606 on Jun 22, 2015 20:03:14 GMT
In at attempt to prevent the mane loss that my horse experienced last year through rubbing due to midge irritation, which had taken all winter to grow back, it seemed to me that the best product on the market seemed to be the Snuggy Hoods "Sweet itch anti-itch" hood and body. I bought 3 sets - 2 in brown and 1 in beige - thus giving me enough sets to ensure I always had one clean set for use whilst the others were in the laundry.
From the beginning of April this year I started to use these religiously, in a bid to prevent any irritation from taking hold. I noticed, however, that every time I removed a hood (I changed the sets twice daily - at morning stables and, again, at afternoon stables) there seemed to be a quantity of loose mane hairs. In an effort to prevent mane loss I always made sure the hood was pulled well forward and the mane was laid flat underneath. This was to no avail and the situation continued so my next step was to contact Snuggy Hoods and order the hood in the next size up (which was a size bigger and which I knew was more than likely to be too big - but I was willing to try anything). The larger hood arrived and, as I thought, it was far too big on the head so I had to continue in the existing size and I then tried fitting the hood over the TOP of the body (as the girl at Snuggy Hoods had mentioned). This I only tried once as the next morning I removed the hood and the HUGE amount of mane that was inside left me horrified and, dare I say, in tears. The horse had now lost more mane - in less than 1 month - than he had lost throughout the whole of the previous summer. Enough was enough - it was not yet May, midge activity had nowhere near reached its peak level and my horse had lost over 1/3 of its mane.
I contacted Snuggy Hoods, explaining what had happened, enclosing photos of the damage to my horse's mane and requesting a refund of not only the items recently ordered but, also, the hoods that I had used as, in my opinion, I had bought these items to do a job, which Snuggy Hoods claimed they would do, and which they had failed miserably in doing.
I was gob-smacked to receive an email suggesting that maybe I had used a half neck rug over the top of the hood - or maybe there was a build-up of grease on the inside of the hood, and I should wash the hoods regularly - or maybe my horse had a brittle mane ?!?!?!?!? I was also told that it would grow back in "four weeks". I was fuming and I emailed to say that the Snuggy Hoods response was patronising, that I had NOT used a half neck rug over the top and that the hoods did not have a build-up of grease (and why did they think I had bought so many - if it was not to keep them cleaned). I received a further email suggesting that the "tone" of my email was "unpleasant" and that maybe I should take the horse to them so they could see the mane for themselves!!!!!!
In a nutshell, I replied, reiterating what I had said before and, feeling quite drained by the whole matter, I chose to leave the Snuggy Hoods response unopened in my "inbox" for many many weeks - after all, what was the point in opening it, to read yet more of the same?
I have now opened said email and, as predicted, more of the same. The whole experience has been pretty upsetting, if I am honest - I am not the sort of person who complains but on the occasion I felt it was wholly justified - just a shame Snuggy Hoods could not take it upon themselves to be considerate of my situation - and do the "right and honourable" thing. In respect of my horse's mane - 2 months later and about 2/3 cm of growth - if I am lucky I may be able to plait it - by this time - NEXT YEAR!
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Post by dancer on Jun 22, 2015 21:37:54 GMT
We have had the same issue - our show pony lost his whole mane one year This year we have used a normal fly rug on our Sweet Itch pony & so far so good! I do think a lot of his rubbing in previous years has been from overheating in his Snuggy suit.
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Post by Toaster on Jun 22, 2015 23:54:58 GMT
My pony practically lives in Snuggy Hoods due to various skin issues and has done for nearly three years, he hasn't lost mane and I convinced that this is because I take the hood off/fold it back for at least some time every day to let fresh cool air get to the mane hair roots.
This winter pony wore a full neck turnout and this rubbed hairs which snapped and he has a short section but it's growing back under his Snuggy Hood
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Post by danichapel on Jun 23, 2015 8:19:37 GMT
I have also used Snuggy Hoods for many years, I would be lost without the heavyweight hood in the winter, I also have some secondhand items, and have been pleased with quality of all SH products I have. I do get some mane lose in the winter, the hair follicles do need exposure to the air, so I do not cover mane at all while pony is stabled
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Post by rosiemay9 on Jun 23, 2015 8:31:47 GMT
having a hood on your pony everyday in April, im sorry but you are asking for the mane to fall out. I love my Snuggy hoods we have the turnouts ( learnt not to have the zips as my pony destroyed them ) and we have two of the anti itch for my old pony ever since wearing this he has a mane and tail. Everything over the years gets more expensive and less quality but i haven't seen a different in my hoods from snuggy hoods.
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Post by fanfarefan on Jun 23, 2015 12:11:05 GMT
there is a possibility that your horse does have brittle hair , and as said above being in a hood at this time of year is not healthy ,,, that said i understand why you covered up your horse , because of the midges , but perhaps a more topical approach maybe the way to go in the future , and talk to you vet about your horses reaction to the midges , it maybe sweet itch , in which case there is treat ment out there ,,,,, but i do agree that SH's response was less than satisfactory
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