Equitex Avis 3

As someone who has supported this brand for years, I never expected to be treated this unprofessionally. After commenting that my Shetland pad didn’t look like the Midnight Blue version they are currently advertising, I moved the conversation to a private message to avoid any public back-and-forth.

In my DM, I simply asked why the pad I purchased 12 months ago came with straps when the brand now claims they don’t sell pads with attachments. I wasn’t rude, just genuinely confused, as the product I received didn’t match what is currently being shown.

The response I received from the UK team was defensive, and I was blocked before I could even reply. For a loyal customer who has purchased six pads, this was extremely disappointing and completely unacceptable from a brand selling “luxury” products.

I won’t be buying again after this experience. Customers deserve respectful, honest communication (even if you think they are wrong), not to be dismissed or blocked for raising a fair question.

Let's start on a positive, I really love equitex pads. They have been fantastic for my horses and I.
However I have been extremely disappointed in the customer service team as well as their quality control.

End of June I ordered 2 bespoke pads. I was told they would be with me in about 6 weeks. This sadly this was not the case. I had to ask Equitex, once I realised the pads were clearly late at week 7, as to their where abouts. I was told one was stuck in customs with the wrong paper work and the other was going to be coming in on a different shipment a few weeks later.
My first pad arrived nearly 2 weeks late and was the wrong size. Yes the pad is stunning but not what I ordered. I have been allowed to use this pad whilst waiting, which I am thankful for. Though it has been huge on my pony.
I was told the remake would be 'pushed through' the system.. it still hasn't arrived with me within the 6 week window. It is also wrong with cord having been added, which I specifically asked not to have. No apology. They did offer to have their seamstress remove it. However this is just further delay in me actually being able to use my pad this season.

The second pad arrived with me around 12 weeks after it had been ordered. Thankfully that was accurate to my order.

I cant recommend the pads more. However I have found the whole process very very disappointing to the point I broke down in tears. These are seriously expensive pads. I would expect the team to be more empathetic and apologetic for the lack of quality control and delays.

I will continue using Equitex for my horses sake, but I wont be buying straight from the company again

Extremely Disappointing Product and Customer Service – Not Fit for Purpose

I’ve spent over £2,000 with Equitex on nine saddle pads, trusting their claims that the products are of the highest quality and genuinely kinder for the horse. Sadly, my experience has been the complete opposite.

After washing the pads exactly as per the company’s own instructions, one tore in the machine and another shrunk so severely that it no longer fits the saddle or retains its foam structure. As a result, it began to slip, causing rubbing, hair loss, and soreness on my horses’ backs. The company now blames the embroidery—which they initially promoted—but this has left permanent marks and made the pads unusable.

When I raised my concerns, Equitex offered to remove the embroidery (which does nothing to fix the damage already done) and offered to issue a £40 voucher—a completely inadequate gesture for a product that cost much more and for a customer who’s spent over £2,000 with them. I found this response insulting, dismissive, and unacceptable.

Equitex claims to prioritise equine comfort, but in my experience, their products have caused harm, and their customer service has shown no genuine care or accountability.

If you value your horse’s wellbeing, I strongly recommend avoiding this brand.