ComplaintsforUnicorn Stables Ltd.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ????,???3?20??24???????,On the last day of **** **, my daughter ***** was bitten by a horse in the stable while waiting in line. At that time, the coach did not check the wound and did not treat her wound in time. ***** cried through a 45-minute riding ******* When ***** finally couldn't stand the pain and showed it to her coach, no one came to give her any advice or medication for the pain. I doubt this riding camp should have some sort of first aid kit, ice pack or painkillers on hand. Their lack of attention to children in the curriculum caused my daughter to be bitten by a horse. Now, three months later, the scars are still there. And she was already traumatized by the horse. Their coach was so cold, I questioned their teaching credentials.

  Business response

  24/06/2023

  Tell us w

  We were very sorry that this accident happened. We have almost two decades of experience with running camps, and have had thousands of campers enjoy themselves without a previous complaint.  While extremely rare, we do take these matters very seriously and checked in with the family multiple times to see how the camper was doing. We offered a free ****** to help restore the child's confidence around horses, but this was refused.
  
  Children are given the safety rules repeatedly, and they are also posted around the barn.  All of our instructors do have their standard first aid in case of an emergency.
  
  This incident happened on the last day of a week-long camp and our records show that the children had finished their craft, and were waiting to go into the arena to ride to show their parents what they had learned.  They were told to stay against the railing and to watch the other campers finish their ride. The campers had been told multiple times to leave the horses alone when they were in their paddocks.  No treats or pats. 
  They were lined up away from the paddock as instructed, but this child backed up to the paddock and just as the instructor noticed that they had left the line, the incident occured.  The instructor did see the pony grab the child, but did not offer first aid at that time as the camper did not seem upset or hurt, and the instructor thought that the horse had just grabbed onto her jacket. The ****** went into the arena and rode for 45 minutes with her mother watching without complaint or any indication that she was hurt.  After her ride, they did have a look and noticed the scrape and some bruising starting.  That is when the camper started to get upset and was crying.  We did not have an opportunity to offer ice or any first aid (we are not allowed to give any medications), as her mother took her home immediately. 
  
  We are sorry this accident occured, and will continue to reinforce safety with all of our clients.

  Customer response

  27/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They did not pay enough attention to the protection of children in this accident. The waiting area is a narrow passage in the stable. To the left of the aisle is the waiting area, and to the right are the horses kept across the fence. Yes, the parents are invited to their final ride. In order not to disturb their normal lessons, I stood relatively far away from them. I am nearsighted and only wear my glasses when driving. I couldn't see the details of her face when I was watching. At the end of the ride, my son *****, who had also been at the camp for a week, came running over to tell me that my sister had been crying and that she had been bitten by a horse and the wound was red and swollen. And she had already shown her injury to the coach, and that's when I knew how serious it was. As I calmed her down in the morning and questioned her about the whole incident. The coach didn't have any emergency measures. Even if it's just to tell us that they'll get an ice pack or something first. In the process of calming her emotions, no one from the racecourse came to ask if they needed help. After about 5 minutes, I went to the coach and told her that ***** was very uncomfortable and I was afraid that we could not carry out the rest of the class and we needed to go for some medical treatment first. That's when the coach said, maybe you can give her an ice pack when you get home. It wasn't that the coach was too late to give ***** any emergency treatment, it was that he didn't think to give her any treatment at all. I also regret why I didn't wear my glasses at that time and didn't observe her in such pain during the whole ride. But with the coach so close, didn't she notice anything unusual? You're offering a free ride as compensation. ***** cried and said she would never ride again. And as her mother who witnessed the inaction of your racecourse staff throughout the incident, we no longer trust your company.

  It's been more than three months, and I get angry every time I think about it. In my previous emails, I have been pointing out the coach's indifferent way of handling accidents and his lack of attention to children. You didn't say anything about it at the time. I can't believe that as a horse farm that has been running for more than 20 years, they didn't do anything to soothe or respond urgently to children being bitten by horses. Even a warm care. This for children who have a high interest in riding is equivalent to killing their beautiful fantasy of riding.And yet here you are, absolving the coach of her indifferent response to the accident.
  Sincerely,
  
  *******************

  Business response

  05/07/2023

  Tell It is unfortunate that our response was rejected. We are hopeful that by highlighting our communication and response to the incident, this will be helpful in demonstrating the care and attention that was paid to this matter. 
  March 24th 11.54am Unicorn Stables 
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