Review Time
I decided to order a bag from The Horse during one of their sales and, through no fault of their own, the bag was lost in shipping. Not only did they consistently communicate with me to see where it might be, they also offered a new bag at no cost (shipping or otherwise). The bag arrived smoothly and in great condition. I get complimented on it all the time.
I bought the Lou bag in coffee and it was dispatched quickly and I had no delivery issues. Unlike others, I had expected to pay taxes but I hadn’t factored in FedEx fees which added a quite significant total to the bag. There is a faint chemical smell to it but I can also smell the leather, which is nice. It isn’t as soft as I’d expected but is a lovely colour and shape. What really lets the bag down and cheapens it massively is the hardware. The zip pull is plastic! Lightweight, poorly made, plastic. Whether there is a quality control issue and the factory is getting away with swapping out the hardware I don’t know as I cannot imagine this brand making this design choice. It honestly makes the whole bag look so much cheaper. Would I buy another one? If they don’t change the hardware, absolutely not - there are much better choices out there at a better price point. I will be reaching out to The Horse about the hardware so may update my review when that happens.
I got stung with €65 worth of tax invoice by fedex because I purchased a clementine bag at the horse website. No emails, no information just a post received. This actually make me furious as I was not expecting this kind of ridiculous amount of tax on top of the shipping fee I paid. Will not order to this website again!!! 😡
I decided to order a bag from The Horse during one of their sales and, through no fault of their own, the bag was lost in shipping. Not only did they consistently communicate with me to see where it might be, they also offered a new bag at no cost (shipping or otherwise). The bag arrived smoothly and in great condition. I get complimented on it all the time.
Their website is awful, restricting people from accessing their AU website not only from EU but even if you are in AU still can’t access to make an order to AU.Customer Service is very bad-I have asked few different questions and the responses were so basic and unhelpful, definitely a brand that does not care for their customers. I work for a CS of a global brand with millions of customers and we have more focus on our customers than this lot with their mini brand. So disappointing. I really wanted to become their customer but it feels like I just cannot buy a product lol so bizarre. And the worst is that with so many bad reviews they don’t seem to take any feedback to try to improve.
I was aware of extra charges when purchasing the bags (Clementine and teddie) therefore I got them on black Friday sales to minimise expenses. Can't fault customer services as every of my questions asked have been replied to, the smell isn't as bad as I've read about, decent quality. Love the minimalist design
Wish I’d read these reviews before ordering. Bag has arrived damaged- marks on the leather as if something has been pressed against it. I emailed and was offered 20% discount which I declined because the bag was too expensive to keep it in this condition. I asked them to give me return or exchange options over a week ago and I’ve had nothing back. Terrible customer service. Will contest with my bank if I don’t hear anything but imagine the import fees will be lost
Like others, I wish I had read reviews first as I have now been stung with a £45 import fee. When I contacted customer services, they weren't very helpful, claiming I could send the bag back for £50 or I should have read the T&Cs. I ordered the clementine bag, which I actually really like. Mine didn't have the chemical smell like others had, and seems to be decent quality. Was it worth paying £65 to get it in the country though? Probably not
I was given two Clementine bags as gifts. I only used one without the crossbody strap and loved it. I went on a trip and attached the crossbody strap and it was defective or poor quality and snagged and ruined my shirt. I contacted The Horse CS and they wanted me to jump through hoops with order numbers, pics with the area circled, etc. because the initial pics didn’t show the defects well. I would NOT put myself through this if the strap was good quality. I just walked away, unhappy and am sharing this situation with others along with my close inner circle of friends. Barbara
The clementine tan bag just arrived and it smells like the worst possible toxic chemicals have been used to dye it. If I picked it up in a shop, at this price, I would definitely not buy it. Absolutely no way is it worth the money. The tan colour is a bit dull and the crossbody strap is not long enough for crossbody. This bag is average in looks and quality of leather, it’s probably worth half of the price I paid on Black Friday sale and maybe would all be okish if I didn’t feel like my chest has been poisoned by the fumes. Not worth the risk as it is too expensive to return.
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The Horse is a curated collection of leather goods and time tellers, designed in Sydney.
