The Horse Bewertungen 137

FedEx have issued a £52 duties and import additional charge on a clementine bag - this was not made clear during the ordering process & is on top of the £20 fee to deliver. If this was transparent I would not have ordered so left feeling scammed - will not be ordering or recommending regardless of what bag is like

The bag arrived and it SMELLED TERRIBLE. An alarmingly strong chemical smell. It gave us all headaches while I was trying to air it out. Of course I immediately contacted their customer service asking for an exchange or return and they straight up said "just let it air out" and did not offer a solution. Worst customer service. I think we are all getting scammed by receiving their smelly bags and being forced to keep it.

Very disappointing experience – defective bag and poor customer service

I received the bag in a defective condition, so I immediately contacted customer service. Unfortunately, their first reply was completely unsatisfactory. After that, I didn’t hear back from them for several days, and when they finally did reply again, the answer was once again not helpful at all.

Despite clearly explaining the issue and the fact that the item was defective upon arrival, no real solution has been offered, and the situation is still unresolved. To make matters worse, days after the bag had already arrived (defective), I received a €70 FedEx bill to pay.

Overall, very poor customer service and a frustrating experience. Definitely not what I expected

I have ordered on 6/6/25 and there's still no news on my item delivery to this day 17/6/25.

I found this company after looking for cost effective luxury leather companies (I was also looking at STOW London, but my wife preferred the look of the Clementine), the product quality was just as advertised. Slightly chemical smell when I first opened the box, but it dissipated almost immediately to a rich leather aroma. The stitching was consistent and regular, my only downside was the hardware felt a bit cheap.
As for the shipping, it showed up to Texas in 2 days from Australia, but one of my items was swapped with another. I contacted the company through the chat on the website and got an email response the next morning. They verified my order and shipped out the missing item all within two days of filing the complaint. Sherry was super helpful in making sure that everything was taken care of!

Overall great product and good service, the logistics may need a bit of quality control to make sure the right products go to the right customers.

My 1st purchase was the Clementine in coffee. Aside from the wait on fulfillment, the purse arrived in good condition. The craftsmanship and leather quality was what I hoped for. Very satisfied. Gave me the confidence to purchase another handbag.

My 2nd purchase was for the Rosa in olive. Unfortunately, the bag that was shipped to me was damaged (the leather over the zipper pull tag was “chewed” up - looked almost like a rodent chewed it up. The Horse was responsive to give me a refund or an exchange. I opted for an exchange, but, disappointedly, the replacement had a sizable permanent crease and buckling at the base of the handbag. I hoped that once the purse was filled the crease would become less prominent. Sadly, not so. Based on the stitching of the bag’s leather pieces, I’m pretty certain faulty craftsmanship is the cause of this defect. There is an oval shaped leather piece that serves as the base of this bucket bag and the sides of the bag sewn/attached to the oval base. The base was not aligned with the leather sides which created the crease and buckling of the leather. It’s unsightly and speaks to the iffy craftsmanship of this bag. Beware of the Rosa.

Got a clementine bag in olive - everything is great but the smell is horrendous! Absolutely terrible strong pungent chemical stink that doesn’t dissipate. I’ve sent 1 email, at least 3 messages via chatbot on the website with a request to either substitute with a non-smelly bag or refund including shipping costs. Instead, I got the answer about a smell origin and how I should leave the bag in a ventilated space. No further responses at all. I’ve mentioned in my message that I only have about 2 weeks time to send the bag back since I’m going on holidays soon, feels like they’re waiting out for me to not be able to send a return and claim it was over 30 days or sth.

Their literal response: „Thanks for reaching out and I'm really sorry to hear this. I just wanted to try and explain the smell if I could.
We have recently done investigations on what could be causing this during the manufacturing process and we have come up with a few leads. We have put this down to the use of a moisture resistance sheet used in most leather goods to prevent any moisture during the transit process.
This is something that you probably wouldn't notice and it sits within our packaging (stuffing) within the bag to help keep its beautiful shape during its journey to you.
Once the packaging has been removed from the bag the smell should dissipate. I would best suggest keeping the bag in a well ventilated area to help this process along.
I really hope this helps clarify things“.

Dear The Horse, if you won’t solve an issue asap, I’ll file a complaint to ACCC and a transaction cancellation request through my bank.

Regards.

P.S. Almost forgot - the review I submitted on their website about the smell was never published, even though I’ve even got a confirmation email of a review submission. I wonder why 😂

Buyer Beware--They will not provide return postage. returning to australia is a fortune!! absolutely no help from customer service. I will never buy from them again.

I accidentally ordered the wrong color. I replied to the confirmation email right away. When I didn’t hear from them by the next morning I tried to contact them through the messenger bubble on their site. I left a message there and the automated response told me they would get back to me later in the day (1pm I think). Still nothing. The following day I got an email saying it was too late because even though the order hadn’t shipped it was “processed.” I asked to cancel and was told I could not. When it arrived, I asked if I could exchange the bag. They said I could if I paid the return postage. I asked if they could send me a shipping label and deduct the shipping charges from the return. They wouldn’t do that either! To send the bag back to Australia as a regular customer it would cost a fortune! Customer service was not a priority at all. Left a bad taste in my mouth. I’m going to keep the bag but will never feel good about it.

It shows the price in pounds, So you assume it is in the UK and then you have to pay £20 FedEx, the ln they try and sting you for shipping insurance, then it is a day late and you then get a £50 import duty. All I can say is it better be a spectacular bag because a 3rd of its price is in hidden charges.

I bought the clementine in olive green. The bag is fantastic! Material, quality and design - 5/5. The customer service in addition - 5/5 also. Now waiting for the mini clementine in charcoal.

I love the style of this bag and you can tell it has been well designed but I expected the leather to be better quality. Unfortunately it has a terribly overpowering chemical smell which meant l could not use the bag for a month after purchase until it had been aired the the garage, even after over 2 months I can still smell this when I open it. I would have returned but decided against it due to the shipping costs from the uk as I had already paid £50 additional import fees.
Any less than 4* reviews or those mentioning smells will be removed from their website or not posted which is really dishonest and misleading.

TERRIBLE customer service. Wrong product was shipped. Customer service was not timely with their response. Took over a week to respond. They did NOTHING to rectify the situation. Really disappointed as I am located in Canada and you would think they would check they are sending the correct product. Good way to ruin someone’s Christmas gift.

Primo acquisto realizzato con questo sito, conosciuto su TikTok, poi approfondito su Reddit e Trustpilot in cui emerge una visione del brand a mio avviso totalmente sconnessa dalla realtà.
Non capisco le critiche aspre e dure della gente, che certamente avrà avuto i suoi motivi per farle, ma la mia esperienza è più che eccellente con questo brand.
Ho acquistato borsa Clementine nella versione Green Olive e ne sono entusiasta. Qualità eccelsa, la borsa è arrivata in condizioni impeccabili, nonostante la spedizione sia stata lunga (Australia-Italia).
La spedizione è stata ottimale, tempi di consegna brevissimi (letteralmente 4 giorni lavorativi!), molto sopra le mie aspettative.
Veramente stupita dal trattamento di questo brand. Peccato spedisca da extra-UE e si debba pagare non poco tra IVA, dazi doganali e spese amministrative, ma questo naturalmente non è imputabile al venditore.
Complimenti, tornerò ad acquistare! 🥰

I bought their water resistant watch, I absolutely love it, it’s super durable, great when you’ve got kids and work in a preschool where you’re constantly getting your watch dirty and wet 😂 . I accidentally chucked it in a heavy load washing machine and it came out like nothing had happened. Highly recommend.

I really wanted to support this company but they have terrible customer service. I purchased a bucket bag with shipping and damage protection. It arrived creased in the front. I sent them and email about it and they responded within 1 day advising me to keep using it and it would sort itself out. I replied and said it's not really a great response considering I paid for shipping and damage insurance and therefore expect for my bag to not arrive damaged. They've ignored my follow up email completely (a week and no response). They also don't publish the reviews (that they request) on their website if it's not positive. Poor customer service and dishonest marketing.

Great customer service experience after AusPost messed up the delivery and send the bag back to The Horse. The team resent the bag to me within a day.

I ordered the clementine bag which is beautiful. Nicely done, amazing leather, the only downside is the smell. There is a very strong chemical smell, perhaps from the glue that it’s used or from the warehouse where they store the bags.

Hopefully they see our feedback and they will implement some changes in the future.

Great value for money all in all.

Designs are nice but the material makes it unwearable. Horrible, toxic chemical smell that fills up an entire room and gives you a headache.

Bag I received had what seemed to be an added “leather scent” to the material but not sure what kind of leather mix they use. The smell is just too much.

I emailed them several times and they seem to downplay the issue but the problem is real and so many are complaining of the same thing.

Bags look nice but they are not worth ordering for risk of getting a “stinky” one.

Hope they address this issue soon.

I live in the UK and I ordered a Clementine bag. It came in about a week beautifully packed and really excellent quality with a personal touch.