The Equestrian Blog

Masta Horse Rugs – No Guarantee ?

So, you've done your research, checked the prices and set your heart on the latest horse rug with the latest wicking and waterproofing technology built in and the most innovative features. All you have to do now is buy it and your horse is guaranteed to be warm and snug this winter... Or is it?

Guaranteed... It's an emotive word, it reassures and it makes you want to buy one item instead of another that doesn't have that all encompassing, full guarantee.

• Guaranteed Waterproof...
• Guaranteed Super Tough and Rip Stop...
• Guaranteed Hard Wearing...
• Guaranteed Fully Adjustable...

It all sounds terrific, there's just one thing missing.... GUARANTEED !!

You would think that, if a company set out to manufacture a rug for horses they would investigate and research the subject. You might then expect that they would make that rug to suit the conditions horses live in and the things horses do.

You, the horse owner, would probably expect waterproof to mean waterproof. Surely they would put shower proof if the rug was only shower proof?

Here's an extract from the details on a North Face jacket. A jacket made for humans who like to play in the outdoors.

Push your boundaries in this Boundary Triclimate Jacket and stay warm no matter where you go. Combined with a waterproof, breathable, nylon exterior and a high-loft, silken interior, you’ll stay cozy with this versatile jacket wrapped around your shoulders. Easily zip-in or zip-out the plush silken fleece interior for added or less warmth, or wear each layer as separates for greater versatility.

Waterproof, breathable, seam sealed
Fully adjustable, removable drop hood with lower face protection
Brushed collar linings
Napoleon chest pocket
Pit-zips with two-way zippers
Center double storm flap with Velcro™ closure

And the Manufacturers Warranty / Guarantee...

The North Face products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product, without charge, or replace it, at our discretion.

Here's an extract from the details on a Masta Check Tech XT Turnout Rug made for big strapping horses that live in the outdoors....

A revolutionary new fabric from Masta which offers extra strength, and improved performance in a variety of turnout rugs . Made from 600denier polyester fibers woven into a unique attenuating diagonal herringbone pattern. The inherent strength of the polyester combined with the unique weave results in a fabric, which is more than 30% stronger than our previous 600denier polyester ripstop fabric.

Check-Tech fabric is then coated with a high quality PU based compound which results in one of the highest levels of waterproofness and breathability of any turnout type fabric.

The fabric has an appealing distinctive look with superb durability and high resilience to the elements.

Super tough 1200 Denier Check-Tech weave
Waterproof
Fully breathable with taped seams

And the Manufacturers Warranty / Guarantee

Sorry.... you don't get one.

Masta Rugs are made by a company called : Matchmakers International, Parkview Mills, Wibsey Park Ave, Bradford, BD6 3SR. Tel: 01274 711101 and after calling Rideaway and getting a wholly unsatisfactory response, Matchmakers International quickly let us know that they do not provide any Manufacturers Warranty or any form of Guarantee to the End User.

We'll say that again...

Masta Rugs do not have any Manufacturers Warranty or any form of Manufacturers Guarantee whatsoever.

According to Matchmakers International, you the customer, the consumer and end user are wholly dependent upon the good will of the tack shop or online shop you bought from. If the tack shop has problems, goes out of business or just doesn't like your face, hard luck.

No guarantee on the waterproofing, no guarantee on the rip-stopping or the stitching, no guarantee on the fit. No guarantee the rug is fit for purpose. No guarantee the rug will last a season or two. No guarantee the rug will last a week or perform as specified for even one day.

No guarantee.... period.

Here's our recent experience of purchasing and using (once) a Masta Check Tech XT Turnout Rug,

On Friday 28th Nov. 2008,  we went online to find two good quality turnout rugs and persuaded by all the advertised features and claims of waterproofness, we chose the red Masta Check Tech XT Turnouts with zip off necks, one 6'3" and one 6'6" (just like the pic but with necks).

We ordered online from Rideaway paying £89.69 each plus delivery (£184.37 not cheap rugs).

The rugs arrived one week later and they looked terrific, packed in a nice pvc bag with lot's of leaflets and pictures extolling the virtues and effectiveness of the waterproofing and durability.

We loved them and even sat on the settee with them wrapped around us to check how cosy and warm they were. There's nothing quite like the look and feel of a new rug.

Next day we put them on the girls and they fitted fine. The girls looked terrific and we turned them out for the day.

That afternoon at around 3:00pm it rained, a half hour shower, but we weren't worried  ( Masta Check Tech - waterproof and fully breathable fabric coating with taped seams), no problems it can rain all day if it wants.

Sadly... No.

One short shower and both girls were soaked. Not just through one rug but both and not just in one area. Both the necks were dripping, the chests were soaked and the quarters from dock to hock were soaked through.

Amazingly, although the cloth lining was wet it felt as though the water was sitting on it, but the Check-Tech fabric, the revolutionary new fabric from Masta which offers extra strength, and improved performance, the fabric coated with a high quality PU based compound which results in one of the highest levels of waterproofness, was soaking wet.

The Masta Check Tech rug is as waterproof as a sponge.

So, we called Rideaway and here's what you have to do to get your money back on a 1 day old rug.....

1. Book a collection by Parcelforce
Not to suit you because you work 9 to 5, leave the house at 7:30am and don't get home until 7:00pm. Oh no, you have to stay at home and wait in until Parcelforce turn up. Don't worry it's only a days wages.

2. Clean and dry the defective rugs -
Health and Safety don't you know. Can't have the dainty digits of the warehouse workers getting dirty. Forget your horses have been soaked and are now without cover in the rain and the cold.

3. Wait
Wait until Parcelforce turn up.
Wait until Pacelforce deliver to Rideaway.
Wait until Rideaway check the rugs.
Wait until Rideaway send the rugs back to Masta. Even though Masta offer no guarantee.

4. Wait some more...
Wait until Masta get the rugs
Wait until Masta check the rugs.
Wait until Masta reimburse Rideaway.

5. Wait longer...
Wait until Rideaway decide whether they will reimburse you.
Wait until Rideaway credit your credit card.
Wait until your credit card payment clears.

5. Shop for and Buy New Rugs..
Buy your horses working, dependable, waterproof turnout rugs.
Avoid Masta Check Tech they do not work & aren't guaranteed.
Check whether North Face do horse rugs... If only

So horse owners, should you buy Masta Rugs or deal with Rideaway.... ?

NO, not until they are confident enough to guarantee their products and, definitely not until their customer service gets an awful lot better.

Oh! and just in case you were wondering, here's your guarantee. It's provided by the Government and it's the law in this land.

FIT FOR PURPOSE ?

Fit for purpose covers not only the obvious purpose of an item but any purpose you queried and were given assurances about by the trader.

If you buy something which doesn't meet these conditions, you have the potential right to return it, get a full refund, and if it will cost you more to buy similar goods elsewhere, compensation (to cover the extra cost) too.

... a consumer has six years from the time they buy something in which to make a claim.  (more)

Matchmakers International website is at... http://match.shared.hosting.zen.co.uk/newdesign/masta/home.aspx

Rideaway terms and conditions are at... http://www.rideaway.co.uk/index2.php3?page=terms

If you buy online be aware of the sellers responsibilites by reading The Distance Selling Regulations they apply to all online and telephone sales including eBay Buy It Now and Classified sales.

The key features of the regulations are:

The seller must give consumers clear information including details of the goods or services offered, delivery arrangements and payment, the supplier's details and the consumer's cancellation right before they buy (known as prior information)

The seller must also provide this information in writing

The consumer has a cooling-off period of seven working days.