breyerhorses.com

No response for weeks, suddenly hangs up on me. They never had the item.

I ordered two items early January, a Friesian figure and a Friesian tote bag, I only received the figure in a very tiny box. The tote I’ve been trying to order since summer 2024. November the site said they’d be in stock January 2025, so I waited. Finally back in stock! Immediately ordered it plus the figure. Never received. I sent four emails over the course of two weeks, no response. I called twice, no response. Third call I get a woman, and after I gave her my “wrong” order number (I read it off the email they sent confirming my order so it couldn’t have been). I gave my first name after she asked seconds after, offered to spell it since it’s different than normal spelling, she somehow immediately magically knew all the detailed information about my case without me mentioning anything about my issue. So they’ve been ignoring my emails. How lovely of them!She tells me “oh there’s been shipping issues, I don’t think it’s ever been in stock at all.” A bit odd, so I curiously explain that their site has been manually updating about it for a while and it’s currently in stock so surely it is now? It didn’t quite make sense- “I’ll give you a refund, bye” immediately hangs up on me. What?! Customer service rule #1 you don’t hang up on the customer first! Especially not so abruptly! I was never rude, actually chipper I was getting to talk to someone about my issue at all. I think I’m rightfully not so chipper now however. I’ve been a Breyer customer for years, this was abysmal. The company has some serious kinks to work out obviously. I will say, I did get my refund quickly, but what an awful experience. If there was an issue with that item specifically and they’re aware of it why not contact me about it? Just going to take my money and wander off? What about other customers that ordered the same thing? Sheesh.

Date of experience: Jan 27, 2025