A certain online saddlery beginning with D! *Warning, minor rant alert!*

I have fun and games with them everytime I order anything, so have vowed never again. After the last time, when I ordered three items. One arrived within 10 days, the next three months later - and the last (a pair of black DH breeches), I had to wait 8 MONTHS!!!!!!

I was so incensed that I wrote to the Cheif Executive and he got someone to call me back. I find it amusing that it was quicker to get an answer from the Head Honcho than it was to get a pair of ****** breeches, but hey...

I spoke to the same poor woman (Head of Customer Services) who told me the same story that the told me last time - computer system - currently undergoing complete re-vamp and would be going online 1st March. (Last time they cancelled an order that I had placed and didn't tell me.... for months!!! I chased - they promised the moon! In the end, someone admitted the order had been cancelled months previously. I got a £15 voucher that I STILL HAVEN'T USED because I live nowhere near one of their stores!

I still get their emails (note to self to unsubscribe), but think their sales are pretty dire now anyway.

I won't order from them now, on the basis that I never know what I will want to buy in eight months time!
 
I take bad experiances with mail order as the worlds way of telling me to make better use of local tack shop :p
DH have been awfull-orders either weeks late,wrong colour/size.
Robinsons took a long time to get to me,but at least they tried to keep me up to date.
Had a few items on the one order and they sent the things they had out ASAP then the rest followed at no extra cost.

Would always choose the local tack shop for urgent bits or lotions and potions,mail order is for things I don't mind waiting weeks for!
 
I absolutely hate them with a passion!

AWFUL customer service and delivery. I ordered an own brand rug from them which broke within 24 hours. It took 5 phone calls, an angry letter and weeks before anything came of it. Eventually we wrote on behalf of my mother's company who recommend them to clients, saying we would take the recommendation off of our website, and they sent a replacement rug... which also broke within 24 hours (in a different way).

I will never use them again, no matter how tempting their deals sound. I'd rather pay a little more and not have the stress of it!
 
They used to be a great company - but I think they have just grown too big to be able to maintain any kind of customer service.

I occasionally go to the local branch to have mooch around but never order anything online from them! Far too much like hard work!

However, I have had a catalogue through recently for Ride Away and I was quite impressed with the range and quality of the things they have. They also seem to have a great helpline and massive stock of goods so I am certainly going to give them a try next time. I always thought Ride Away just did cheap nasty stuff but they actually seem to have some good brands in there - Ariat, Musto, Stubben, etc.
 
I have to say that personally I havent had a problem with their delivery etc, but the quality of some of their stuf is dire! One of the liveries at the yard has their own brand fly sheet - the one with ear holes like the rambo bug buster - it is so close fitting that the horse (a light TB with a teeny neck) cant move or flex with all the tapes done up! Luckily he doesnt seem to mind random bits of material flapping about as the ear holes are defunct. The material is lovely, a shame that the integral belly band is miles too big and sags and that the rug has a tendancy to hang to the right!
Working on a yard is great, 'cus I get to see all the stuff I would like to buy in action, and then can decide if its any good or not without shelling out myself!!
 
After seeing all these it reminds me why I don't buy form them online, but my paretns do live a very short (less than 5min) drive from their Derbyshire store, so I often ppo in, I confess I bought the entire range of moo-moo rugs in the sale last year, and have been really pleased with them - I own a total hooligan rug wrecker, and despite the straps being of very soft fabric, and me thinking flimsey, I've been extremely impressed! But I will only buy in store... not online!
 
Ive used them a few times before 1st time great order recieved within 6 days second time took 2 months to get one item i had ordered. If im in no rush for the item and its in sale may order from them again. However try robinsons or ride away first as both are quick and easy to order from and you know you recieve the goods within week max of ordering them x
 
I think they are OK if you can shop in person in one of their stores, but would never use them online. The sad fact is that all of the saddleries that they have taken over and rebranded are not nearly as good as they used to be when privately owned
 
FWIW I like Rideaway. You can tell whether or not an item is in stock before you order, and if something's not in stock it tells you when the next stock of that item is expected. Delivery is very fast and efficient. I've bought loads from them over the years and never had one problem :)
 
Ive took the plunge and ordered breeches in the BOGOF. Was doubtful about the size so maybe Ive got time now to lose the extra pounds needed to fit in them, if they take weeks to come :D
Friend did order some stuff the other day and it came the next day :eek::eek:
 
the watcher said:
I think they are OK if you can shop in person in one of their stores, but would never use them online. The sad fact is that all of the saddleries that they have taken over and rebranded are not nearly as good as they used to be when privately owned
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Yes i agree, the old Moreton saddlery in Moreton-In-marsh was lovely, quite a small pokey,but interesting place with plenty to explore and lots of stock crammed in. I loved their second hand saddle room too!. They had an in-house master saddler who was brilliant. They closed that down and the 'replacement' on the business park is just a bit too boutique imo. and no saddle fitter, just brand new saddles.

Have they taken over the Olney saddlery too?
 
lurobsam2 said:
Yes i agree, the old Moreton saddlery in Moreton-In-marsh was lovely, quite a small pokey,but interesting place with plenty to explore and lots of stock crammed in. I loved their second hand saddle room too!. They had an in-house master saddler who was brilliant. They closed that down and the 'replacement' on the business park is just a bit too boutique imo. and no saddle fitter, just brand new saddles.

Have they taken over the Olney saddlery too?
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I loved the old moreton in marsh saddlery before it became DH - much cheaper and better stock.

As for olney, unfortunately DH have taken over that one too.

Luckily I have found several saddlers in my local area that have not yet been taken over and so I will continue to shop at these as much as i can to support them (though I did have to shop online at DH and frogpool as my local ones didnt stock what I needed).
 
well i'm going to join in the negatives for this company now - I have never had a problem before but my OH ordered me a nice new hat as it was in the sale (though I didnt realise that with postage it costs more than at my local tack shop who didnt have my size in stock at the time)and he hasnt even had a confirmation email bit online it says it is in process.

When he ordered it it said 2-5 days and as it was a b'day present it was good timing but not seen/heard anything since, despite an email to them.

Hmmph - i told him I would go and look in my local tack shop and get him to cancel the DH order if we dont hear this week. rubbish!
 
Further to my earlier post, my rug has finally arrived today 14/09/10 - it was ordered on the 2nd August.
Reason for delay - they were awaiting stock.
However the rug I have received has clearly been tried on by a pony (hair in the velcro). Kind of makes me question whether it was in stock afterall - the state of the original bag suggests it's been round the houses too, and is not new stock.
Plus they haven't even acknowledged my formal complaint.
I will NEVER EVER EVER use Derby House again!!!
 
I gave up using DH about 4 years ago due to problem after problem.

I now use Rideaway as a first port of call, even when things have gone slightly wrong they have been quick to hold their hands up, apologise, and put things right.
 
Persephone said:
I gave up using DH about 4 years ago due to problem after problem.

I now use Rideaway as a first port of call, even when things have gone slightly wrong they have been quick to hold their hands up, apologise, and put things right.
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I use Rideaway too - never had a problem with order timing/delivery and the one time I had to return something (wrong size - not their fault), they refunded it immediately - great service all round!
 
Cant say im having a good time with them. Ordered 3 items back in the middle of August, received 2 was waiting for a Kingsland shirt. Ok fine, not in a rush for it.
Ordered the BOGOF johds as i really like the fit of them, got a order conformation email and a distpatch email saying 1 item was sent out on the 31/8. I still hadnt received it by thurs last week so rang up. Apparently they couldnt find my work address and contact number was wrong. If that was the case a email would have done to ask for the details (i know that it right, i get loads of emails from them), as it was the number wasnt wrong but i will admit to missing off the company name on the address. I did get it on monday thou.
I work for a courier company so know as the sender they would have been informed and i have not had a problem with them ringing me before and nothing has changed on my details. What annoys me is i might have never received the goods but they still took the money from my account and wont find out or make the effort to get things delivered.
I found out the the shirt wouldnt be in stock until the 14/09 and the other breeches i ordered wont be in until the end of sept. Not overly impressed as all the items had a delivery time of 7 to 10 days. Basicly this means that they are not in stock and you will get them as and when.
I have finally admited defeat and wont be using them again.
 
Me as well. They do try your patience. They say items will be 7 days but I have been waiting months for a pair of shoes and a name plate. I ordered 5 items and have constantly had to chase them all. Never again for me, life is too short !!!
 
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