Cara W.
Don't Order If You Need It Anytime Soon
A representative on the chat was extremely helpful when I was selecting a safety stirrup after an injury. Because of that, I purchased the stirrups from Ride Equisafe, even though there are numerous other retailers who sell them. It was a big purchase so it qualified for free shipping. However, it was sent via FedEx "Economy," so I am now not scheduled to recieve the package until at least 2 weeks after purchase. When I chatted in again to find out the source of the delay, the representative was rude, unhelpful and stingy. Catherine has always been so generous, but I will not be ordering from here again.
Response from Ride EquiSafeApr 17, 2026
Hi Cara, thanks so much for alerting me to this. I've reviewed your order history and also pulled the chat log and I think some clarification is needed. You placed your order on April 9th and your item was packaged and a label printed on the same day. It was picked up by FedEx on the 10th. You elected for free shipping, which is always economy ground. At no point did you inquire about expedited shipping nor did you indicate needing the item by a certain date when we spoke during our consultation. Once a package is picked up by FedEx, it is unfortunately beyond our control. There was indeed a hiccup with FedEx during transit, resulting in a delay. Please keep in mind that we ship from North Carolina and you are located in Colorado. It should be expected that it takes 5-7 business days for arrival. Upon pulling the chat log, you were met with promptness and courtesy, even when bemoaning that we had "sent your package by camel." You then demanded that we overnight you another item or provide a discount code for a future purchase, even though you had been extended a discount code for this purchase. While I understand the excitement in awaiting an order, short of personally delivering the item to your door, there's not much else we could have done to assure quick delivery, as the item was out our door less than twelve hours after the order was placed, demonstrating our commitment to customer service and speedy shipment. I understand that sometimes people have bad days and take frustrations out on others, but our team really did everything possible to meet expectations. I hope you have better luck shopping elsewhere in the future. Kindly, Catherine