Brookledge Horse Transport has a reputation for possessing excellent equipment and providing commendable care for horses during transit. Historically, clients have reported positive experiences. However, recent feedback suggests a shift in their service approach, particularly for individual horse owners. This article delves into a detailed account of a customer’s experience, comparing past interactions with more recent ones to provide a comprehensive understanding of what to expect from Brookledge Horse Transport today.
Past Excellence in Customer Service
Five years ago, the experience with Brookledge was markedly different and highly satisfactory. Even for a single horse shipment across the country, the level of customer service was exceptional. Whether this was due to a referral through a track connection or a more customer-centric approach at the time, the service stood out. Brookledge was able to provide a precise pick-up date, offered regular updates throughout the journey, and proactively administered necessary care such as GG and electrolytes. Pick-up and drop-off were conveniently scheduled during business hours. The slightly higher cost compared to other companies was justified by the peace of mind knowing the horse was in capable hands and the process would be logistically smooth and well-managed.
Recent Service Challenges and Increased Costs
In contrast, a more recent experience with Brookledge for a similar distance shipment revealed a significant decline in service quality, coupled with a substantial price increase. The cost more than doubled per mile, and organizing the transport became a cumbersome and frustrating process. Communication was challenging, requiring persistent follow-up, and obtaining a firm schedule proved difficult. Instead of a specific date, only a vague week-long window was initially provided. While a day’s notice for pick-up was eventually given, allowing for coordination with barn management, it was a last-minute arrangement. Furthermore, real-time updates during transit were absent, and notification of the horse’s arrival came only when it was less than an hour away.
Despite these logistical and communication issues, the horse arrived in acceptable condition, indicating that the quality of horse care during transport remained adequate. Interestingly, prior to re-engaging Brookledge, the customer had booked with a competitor. This alternative company initially provided a pick-up window but then drastically altered plans due to a larger client booking, postponing the pick-up by over a month without proactive communication. This eleventh-hour notification, only upon direct inquiry, highlighted a significant communication failure. The delay would have incurred substantial additional costs, including extra training, boarding fees, and the need to redo health certificates. Faced with this predicament, Brookledge was contacted again with an urgent request, and they were able to accommodate the shipment within a couple of weeks, albeit with the previously mentioned communication and scheduling shortcomings, and additional fees.
Industry Trends and Implications for Horse Owners
This experience suggests a potential shift in the horse transport industry, where companies may be prioritizing larger, more frequent clients over individual owners. While the quality of transport equipment and horse care on companies like Brookledge remains a draw, the level of customer service for less frequent shippers seems to be diminishing. Horse owners who value reliable service and clear communication may need to adjust their expectations or thoroughly research and compare different transport options, understanding that while premium services like Brookledge offer benefits in horse welfare during transit, the customer service aspect may not meet the standards of the past, especially for those with infrequent shipping needs. The willingness of some customers to accept these service trade-offs for the assurance of well-maintained transport for their horses seems to be an industry trend that is becoming increasingly apparent.
