Snuggy Hoods Ltd Opiniones 

Respuesta de Snuggy Hoods Ltd

18 jul 2023

Many thanks for taking the time to review your order Hilary.

I am so sorry for the issues that you have encountered - and am relieved that there was no injury to the horse. I hope that you have all now recovered from what must have been incredibly traumatic.

I can see that we have emailed you to ask for more information - in order for us to help further and understand why this could have happened. Have you received this email ? I will re-send.

Whilst accidents are rare, unfortunately when covering the face with any type of mask, there can be a risk of accident - as pointed out on the website. The hood or blanket could be caught or dislodged, pulled by a field mate or if too big, simply slip and cause issues. This mask does offer relief to hundreds of thousands of horses over the world - I am just very sorry that you - and your horse - have had such a traumatic experience.

With regard to withdrawing the product, it offers extreme relief to thousands of horses and ponies all over the world. Any mask or hood, blanket, leaving on the halter in the paddock, pet collar or even hood on a sweater can cause accidental injury - sadly, it is just that - and accident. That said, this is incredibly rare and given the relief offered to the thousands of customers over the years, it would not be something that we would be looking to do.

It would be great to see the fit of the mask on the horse if you would be happy to share this with us ? In 99.9% of cases where a mask or hood has moved, it is due to it being the incorrect fit. As you will have read, this mask must be tight from the outset. We also advise you are 100% happy with the fit and get in touch for advice if at all unsure. It is very rare for a well fitting item to move in use as you can appreciate.

I can see that you purchased this mask in size L. This would be recommended for a horse which wears a full size bridle/halter on the lower holes or extra full on the top 3 holes (large head).

Again, I am so sorry for the distress that this has caused you. If we can help further, do please reply to my colleagues email as we would very much like to help further in any way that we can..

With kind regards
Sarah
Snuggy Hoods

Respuesta de Snuggy Hoods Ltd

17 jul 2023

Many thanks for taking the time to review your order Rowena.

I am sorry for any confusion with the order and attachments needed for the leg covers.

As stated on the website, during a clearance sale (when the rugs are discounted), we do ask customers to add the attachments to the basket if needed. I am really sorry if you missed this.

During a sale, we do not offer any amendments to the rugs (as is standard during normal times), therefore, if extras are purchased (legs, sheath and udder covers), these will be posted out with the standard attachments pack and instruction sheet , to be added at home. If you wish us to add this, we do ask that this addition is added to the cart.

I am very sorry for any confusion and subsequent inconvenience.

If you are having any problems adding the velcro / tabs, do please let us know as we can add this retrospectively for you for the standard fee. It will sew on a standard domestic sewing machine OR you could use the services of a local equine rug repair company. It shouldn't take more than 10 minutes.

My apologies again for the confusion.

Best wishes
Becky