Ride EquiSafeReviews of rideequisafe.com

Response from Ride EquiSafeApr 2, 2024

Hi Margaret, We were waiting for your review and definitely weren’t disappointed in receiving it, especially after you took to Facebook claiming that the owner of the company is incompetent. Thankfully, we have hundreds of reviews indicating that we do in fact know what we’re doing and based on the phone calls and emails we get each day, we’re blessed and grateful to have helped thousands of people stay safer in the saddle. To our knowledge, we haven’t caused anyone’s death, and certainly don’t plan to any time soon. To recap, you were fitted virtually, then refitted in person, then resent vests yet another time. We even went so far to send you a vest at no cost so that you could compare the different options AGAIN. You then claimed that we sent you a used vest and threw a proper temper tantrum, threatening to take us through the judicial system (because you are a lawyer after all) if we didn’t send you yet ANOTHER vest. You also declined to participate in any troubleshooting calls for us to validate any of your claims. We don’t respond well to threats, which we guess you’re not accustomed to, so we asked you to please return the vest that was sent as a courtesy - you know, the one that you didn’t already ride in based on the pictures you sent us and you claimed you didn’t want because it was used anyways. You then proceeded to keep both vests, including the one you didn’t pay for. I believe that in judicial speak we call that possession of unpaid goods. We emailed multiple times asking for the return and finally, after multiple points of contact, we got the unpaid vest back - 6 weeks later. Our return policy is very strict - 14 days to ensure that we don’t have a safety product out of our control and we do thorough inspection when we receive the vests back to ensure they are suitable for sale. At 6 weeks, we can no longer sell this vest, as our clients’ safety is our utmost priority. For our wonderful clients out there, these are the facts of this case - they can be slippery suckers, but they always find an appropriate place to land. :)

Response from Ride EquiSafeMar 31, 2023

Hi Stephanie, first, we offer a wonderful free consultation and fitting service to help ensure that our clients get into the best fitting equipment possible. It's a shame that you chose not to take advantage of that. Our return policy is very clearly outlined on our site and is also outlined in the order confirmation email sent with each purchase made. We do this to make every effort to ensure that our customers understand our return policies, but as the saying goes, you can lead a horse to water... You contacted us seeking to exchange the helmet and we reminded you of the return policy, but we let you know as a courtesy that if we had the new helmet that you were seeking in stock, that we would make an exception and do an exchange. Upon checking, we did not have the helmet in stock. In an act of good will, we offered a store credit, which is more than we needed to offer given the tone of your messages. We work exceptionally hard to keep our clients safe in the saddle and are grateful for the thousands of opportunities we've been given to do so.

Response from Ride EquiSafeAug 10, 2022

Hi Maya, thank you for the opportunity to serve you. You first reached out to us explaining that you were holding off on purchasing a vest for your daughter, but that you finally made the decision to proceed. On Monday July 11, you provided your daughter's measurements and recommendations were provided. We know that once you've made the decision to invest in safety equipment, that you are excited for it to arrive as quickly as possible. But unfortunately the timeline that you've outlined in your review is factually inaccurate. You placed your order at 6:18 pm on Tuesday July 12 and on Wednesday the 13th at 12:47 PM, we packaged the vest for shipment and logged the shipment with UPS. It was at this time that you were automatically emailed a shipping notification with tracking number 1Z9WV9940326486250. The method of shipment was UPS Ground from North Carolina to Oregon, which was estimated for 4-6 business days in your order confirmation. The shipment was delivered into your hands on Thursday July 21st at 2 PM on the dot. While we wish it would have arrived faster, once the shipment is in UPS's hands, it is completely out of our control and we shipped the package within 24 hours of receiving your order. While it may have felt like two weeks to get your shipment because you were so excited to get your new vest, it was actually 7 business days. In the future, if you need an item for a show or specific event, please plan ahead to allow sufficient time for your item to arrive. Thanks again for your order, and we hope to have the opportunity to help you with any future safety needs!

Response from Ride EquiSafeMay 25, 2022

Lissa, we are so sorry about the mix-up with the shirt. The supplier made an error and the correct shirt was sent the same day that we were notified and arrived within two days. This in no way excuses for the error and and we can understand how this can mar a birthday gift. The breeches were a bit of a different story. They were a final sale item that were very clearly marked as non-returnable. They are an Italian brand that do indeed tend to run on the small side. The Italian sizing was provided in the product listing and on the garment itself. Upon receiving the item and determining that they were too small, you requested to return the item and receive a refund. As a courtesy, we did check to see if we had another size, but sadly we did not. You then proceeded to essentially threaten legal action over an item for which our refund policy was clearly posted in our sale section, our website policy section, on the product page, and in the receipt. Furthermore, you then communicated that any response to your email would be considered harassment and would be met with further legal action. In summary, we admit that we made a mistake and worked to correct it as quickly as humanly possible, because we are humans after all. We are proud to provide exceptional service in every circumstance possible. But we don't bow to threats, bullies, or brats.

Response from Ride EquiSafeFeb 27, 2022

Hi Sandra, I'm so sorry to hear this. We shipped your product on February 15th. Please contact us by email at [email protected] so that we can rectify this issue ASAP. We have not received any communication that there was an issue, so we were not aware that you did not receive the item. Thanks so much!

Response from Ride EquiSafeOct 25, 2021

Hi Trish, I'm so sorry about the frustration and I completely understand where it's coming from. We shipped your item the day after it was ordered and acknowledge that it has disappeared into the UPS ether and we've been working directly with UPS to track down its whereabouts. We last provided a status update on Thursday. Because you had followed up, we assumed that you still wanted the item, hence the continued efforts to track it down. Had we known of the desire to cancel the order and receive a refund instead, we would have done so immediately and will do so now. This is especially sad for us given that you have been a repeat customer that has always gotten previous orders promptly. Again, our sincere apologies for the frustration. We've definitely had some struggles with UPS as of late. If we can help you again in the future, please let us know!

Response from Ride EquiSafeAug 18, 2021

Hi Francie, Thank you so much for your feedback. You ordered the Helite Airshell Gilet on Sunday, Aug. 8th at 12:48 pm and selected UPS Ground. On Tuesday, Aug. 10th at 8:18 am, you emailed in a frustrated tone asking why your item had not yet arrived, even though a shipping notification had been sent showing that the item had been shipped first thing on Monday morning. Upon receiving the item, you emailed back to say that the item was not what you had ordered. However, the item was in fact what you had ordered. The item description of what you ordered very clearly outlined that this was the outer shell for an air vest and that the item did not include the air vest itself, and that the air vest needed to be purchased separately. A link to the air vest is even included in the description of the item you purchased. Upon explaining this, you demanded to be sent the "correct" item, which has a retail price of $755, when the item you paid for was $215. You then proceeded to accuse us of false and deceptive advertising and writing misleading descriptions. As a safety company, it is critical that our descriptions are as clear as possible and it's also why we offer free consultations to ensure our clients understand everything prior to ordering to make sure they're getting the right equipment. Had you availed yourself of this wonderful service that we offer, I'm sure you would have been a very happy customer. In terms of return shipping, our return policy is very clear. We are a small and lean business and do not offer paid return shipping. Had you politely explained that you misunderstood the product description, that you made an honest mistake, etc., then we would have possibly considered an exception, but after being berated by email and having false claims leveled against us, it was decided to stand by our return policy. At the end of the day, our goal is to get people into the best safety products. I'm hoping that you are able to purchase the air vest that you were hoping for. As reference to ensure you get the correct thing when ordering from another retailer - it's the Helite Zip'in 2. Just note that most air vest companies aren't Amazon and can't deliver in a 24 hour window unless you go to a physical store. Best of luck in the future!