Bl00dy Derby House!

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Sarah1

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Well, I posted the other day about how Derby House had a sale and some of you good people did try to warn me - that bloody place is a joke!
I order the Dubarry Clare boots in walnut & a DH rug and a couple of little bits.
The rug, tho showing in stock when I ordered, went straight to 'awaiting stock from supplier' once I had ordered it & viewed my order. Wasn't too bothered was a bargain at £30 but could get a LW turnout from anywhere really. I was most giddy about the boots - real bargain in the colour I wanted at £199! Boots showing 'order being processed' then 'order being packed' when I checked on their site - great, I thought!
Rang this morning to check if they would actually be getting stock of the rugs and was told that, no unfortunately they wouldn't be getting anymore in & there had been a problem with the webiste allowing people to over order on this particular product. Ok. Checked that everything else was ok & was told that EVERYTHING else had been despatched. I even doubled checked by saying 'the boots are ok then?' 'Yes' I was told by the dozy mare on the phone...
Checked the website & now boots saying 'awaiting stock from supplier'! Got straight on the phone & was told that they, in fact, don't have the Clares in stock in the size & colour I asked for!!!!! WTH?!?!?!?!?!
Had a right pop at the girl on the phone & basically told her that her colleague was a liar & I would not be ordering from them EVER AGAIN. Also told her what a bad rep they have.
She then had the nerve to ask what I wanted to do about the rest of the stuff! Told her I didn't want it & I don't care how they do it but they'll have to recover it from the courier.
Cheeky. Lying. Toads. :mad::mad::mad::mad::mad:
 
Can't be as bad as Robinsons!! I ordered some stuff last month, it didn't arrive. So I chased it, was told my goods were despatched without my address! I demanded a refund on my delivery charge and for the goods to be despatched promptly. They did that for me :)
But then, the courier wouldn't deliver unless he had my personal signature! Wouldn't leave at a neighbours or in a safe place near the house!! I tried to phone the courier plenty of times but couldn't get through, I rearranged the delivery online three times! But the courier kept putting notes through the door and not leaving the parcel as instructed to do so. It was not possible for me (or anyone else) to be in when the courier came, as we all work full-time. I couldn't collect from the depot as I work and have a horse to see to before and after work (the depot in 45mins away)
So I contacted Robinsons again, wanting to cancel my order and get the stuff from the local tack shop instead! They agreed to cancel and refund when the goods were returned by the courier. But I still haven't had a refund!! Its been over a week now! Grrr :mad::mad::mad:

I thought online shopping is supposed to be easy!! Can't beat the local tack shop!! :D:D:D:D
 
Ditto to 'Rideaway'. Townfields also offer excellent service and stick to these two if I can.

I was nearly tempted to order from DH yesterday, but decided to wait until HOYS - glad I did now!
 
For what it is worth chatting with one of the major saddleries at Burghley horse trials they said they give DH till Christmas and they would be out of business. I personally would never order from them again after the held on to my money fro 3 months when they did not have the goods ordered. Got my credit card to help sort out the mess. Trading standards too. got my money back in the end.
 
dwteam said:
For what it is worth chatting with one of the major saddleries at Burghley horse trials they said they give DH till Christmas and they would be out of business. I personally would never order from them again after the held on to my money fro 3 months when they did not have the goods ordered. Got my credit card to help sort out the mess. Trading standards too. got my money back in the end.
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Probably be able to buy some Dubarrys cheap in the closing down sale - what a pity no-ones trusts them to keep to their end of the sale agreement! :(
 
I too had an Oooops with Robinsons........but their loss!
Ordered a few items including some boots, package arrived but minus the boots although they were marked on the invoice as being present! Phone call to Robinsons resulted in a pair being sent out which I got 2 days later.....then one credit note arrived in the post........and 2 days later another pair of boots!

Am I going to tell them????????

Anyone want to but a new pair of Aussie Snuggie boots (black/beige) size 4-5?
 
Jaycee said:
I too had an Oooops with Robinsons........but their loss!
Ordered a few items including some boots, package arrived but minus the boots although they were marked on the invoice as being present! Phone call to Robinsons resulted in a pair being sent out which I got 2 days later.....then one credit note arrived in the post........and 2 days later another pair of boots!

Am I going to tell them????????

Anyone want to but a new pair of Aussie Snuggie boots (black/beige) size 4-5?
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Strictly, If you don't return them plus the credit note, even though its their error, that's theft. Nice going.
 
Oops....Should have mentioned one set of boots was returned on delivery!
Credit note will be returned when the person who bought them for me tells me she has been refunded and other pair of boots????? they sent the wrong size and I really can't be bothered to send them back aswell!
 
I ordered several things on Saturday, and they arrived yesterday. I only got some small things though, no boots etc so maybe there was a problem with the more "popular" items selling out quickly??

I also received my order from Oldencraig yesterday - they threw everything into a bag and sent it without any packing materials so everything was squished together. I ordered 4 tubs of hoof moist which just exploded everywhere (including over the Passier double bridle I had bought) so that when I opened the bag the cream then laso transferred to the very expensive (and new) jacket I was wearing (and now will not come out!!!). When I rang them to complain this morning, they said "What do you want me to do about it?" Oh, and the badge is missing from the bridle - they are going to send me another one to glue on - apparently things come off all the time and they just use superglue! So unimpressed.
 
Sarah1 said:
Well, I posted the other day about how Derby House had a sale and some of you good people did try to warn me - that bloody place is a joke!
I order the Dubarry Clare boots in walnut & a DH rug and a couple of little bits.
The rug, tho showing in stock when I ordered, went straight to 'awaiting stock from supplier' once I had ordered it & viewed my order. Wasn't too bothered was a bargain at £30 but could get a LW turnout from anywhere really. I was most giddy about the boots - real bargain in the colour I wanted at £199! Boots showing 'order being processed' then 'order being packed' when I checked on their site - great, I thought!
Rang this morning to check if they would actually be getting stock of the rugs and was told that, no unfortunately they wouldn't be getting anymore in & there had been a problem with the webiste allowing people to over order on this particular product. Ok. Checked that everything else was ok & was told that EVERYTHING else had been despatched. I even doubled checked by saying 'the boots are ok then?' 'Yes' I was told by the dozy mare on the phone...
Checked the website & now boots saying 'awaiting stock from supplier'! Got straight on the phone & was told that they, in fact, don't have the Clares in stock in the size & colour I asked for!!!!! WTH?!?!?!?!?!
Had a right pop at the girl on the phone & basically told her that her colleague was a liar & I would not be ordering from them EVER AGAIN. Also told her what a bad rep they have.
She then had the nerve to ask what I wanted to do about the rest of the stuff! Told her I didn't want it & I don't care how they do it but they'll have to recover it from the courier.
Cheeky. Lying. Toads. :mad::mad::mad::mad::mad:
Click to expand...

Would this be a bad time to tell you that following your thread yesterday I too ordered some Clares for £199 and they have arrived today (not the same size as yours though)!
 
Rosie041390 said:
Can't be as bad as Robinsons!!
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sheep said:
Oops, I ordered some boots from them at the start of the month. Reduced to £14 or something which was fab.

Ordered them on the Monday and they arrived the Thursday that week- to the Netherlands.

Maybe I got lucky ;)

(or maybe it is because I had to pay extra postage!)
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I've never had any problems with Robinsons, always found their service really good even when I have had refunds. Have to say I don't like their new website though, I find it frustrating!!!
 
CBAnglo said:
I ordered several things on Saturday, and they arrived yesterday. I only got some small things though, no boots etc so maybe there was a problem with the more "popular" items selling out quickly??

I also received my order from Oldencraig yesterday - they threw everything into a bag and sent it without any packing materials so everything was squished together. I ordered 4 tubs of hoof moist which just exploded everywhere (including over the Passier double bridle I had bought) so that when I opened the bag the cream then laso transferred to the very expensive (and new) jacket I was wearing (and now will not come out!!!). When I rang them to complain this morning, they said "What do you want me to do about it?" Oh, and the badge is missing from the bridle - they are going to send me another one to glue on - apparently things come off all the time and they just use superglue! So unimpressed.
Click to expand...

This really doesn't surprise me, their attitude is very unhelpful, it is like they don't give a damn, and on top of that they expect you have to pay top price.
 
Rosie041390 said:
Can't be as bad as Robinsons!! I ordered some stuff last month, it didn't arrive. So I chased it, was told my goods were despatched without my address! I demanded a refund on my delivery charge and for the goods to be despatched promptly. They did that for me :)
But then, the courier wouldn't deliver unless he had my personal signature! Wouldn't leave at a neighbours or in a safe place near the house!! I tried to phone the courier plenty of times but couldn't get through, I rearranged the delivery online three times! But the courier kept putting notes through the door and not leaving the parcel as instructed to do so. It was not possible for me (or anyone else) to be in when the courier came, as we all work full-time. I couldn't collect from the depot as I work and have a horse to see to before and after work (the depot in 45mins away)
So I contacted Robinsons again, wanting to cancel my order and get the stuff from the local tack shop instead! They agreed to cancel and refund when the goods were returned by the courier. But I still haven't had a refund!! Its been over a week now! Grrr :mad::mad::mad:

I thought online shopping is supposed to be easy!! Can't beat the local tack shop!! :D:D:D:D
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Have a look at the Distance Selling Regulations (2000) - Regulation 14 (Refunds) - it specifically states that suppliers cannot withhold a refund following cancellation of an order, on the proviso of the good having been returned to them first. E-mail the company pointing out their breach of the regulations. You have more rights distance buying than when purchasing from a shop.
 
It works both ways. Once I ordered stuff from DH, and a few things came up as £0.00, so of course I 'bought' them :D - they honoured it, and I didnn't get charged, so got a few tops for free. Hooray.
 
I think it's a bit of a postcode lottery sometimes. Years ago rideaway were brilliant and robinsons were ace. This was down in Surrey. Went up to Warwickshire where Robinsons were AWFUL and Derby House were great. Back down the Surrey and yet again Robinsons have been fab and Derby House not so great.

Robinsons seem better if you call them to place the order. I called as the hat I wanted was out of stock but it was still letting you add it to your online basket for the sale price. I asked if I could get it at the sale price if I was happy to wait for delivery. They couldn't have been more helpful and polite, warned me it would take 4 weeks as out of stock and not expecting a delivery for a bit, which I was fine with as off riding anyway until Novemeber - to my delight and suprise it arrived the next day!!
 
I can't complain about them yet, as I ordered 2 of those £30 lite weight rugs and some jodphurs on Monday. Also got a free pair of socks and a robust rug bag. They all turned up yesterday, need to send the jodphurs back as there far to big... Let's see how their returns are like :s
 
I ordered a numnah and 2 fly rugs around 8pm on tuesday night from derby house coming to around £32 and got free delivery. it arrived this afternoon around 2pm.

also went into local derby house store yesterday and got a full neck combo LW stable rug, standard LW stable rug, very soft fleece rug, 2 headcollars, another numnah & pack of exercise bandages for £46. so in no way am I complaining about them!!

i think it's a hit and a miss
 
Derby House customer service is appalling. It's just as bad in store. Snooty shop assistants treating you as if they're going above and beyond their duty just by being there. Will be worth a trip to their closing down sale though if they go under!
 
Lynsey&Smartie said:
Would this be a bad time to tell you that following your thread yesterday I too ordered some Clares for £199 and they have arrived today (not the same size as yours though)!
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Yes! :mad:

Please tell me you did not get the walnut colour tho?!

Oh I forgot to add they offered me the mahogany/brown ones which I didn't want anyway but when I checked the website they didn't have a size 5 anyway so what would have been the point in that!?! Useless.
 
CBAnglo said:
I ordered several things on Saturday, and they arrived yesterday. I only got some small things though, no boots etc so maybe there was a problem with the more "popular" items selling out quickly??

I also received my order from Oldencraig yesterday - they threw everything into a bag and sent it without any packing materials so everything was squished together. I ordered 4 tubs of hoof moist which just exploded everywhere (including over the Passier double bridle I had bought) so that when I opened the bag the cream then laso transferred to the very expensive (and new) jacket I was wearing (and now will not come out!!!). When I rang them to complain this morning, they said "What do you want me to do about it?" Oh, and the badge is missing from the bridle - they are going to send me another one to glue on - apparently things come off all the time and they just use superglue! So unimpressed.
Click to expand...

I would have got some packing tape and sealed it all back up and sent it back, no way would I have accepted that, and you should send them a picture of the jacket that was ruined
 
It's a size 5 in walnut I've ordered! I phoned them 2 mins ago and they've said they have gone and the tracking says they should be with me today! Will let you know if they arrive!! :s
 
CBAnglo said:
I ordered several things on Saturday, and they arrived yesterday. I only got some small things though, no boots etc so maybe there was a problem with the more "popular" items selling out quickly??

I also received my order from Oldencraig yesterday - they threw everything into a bag and sent it without any packing materials so everything was squished together. I ordered 4 tubs of hoof moist which just exploded everywhere (including over the Passier double bridle I had bought) so that when I opened the bag the cream then laso transferred to the very expensive (and new) jacket I was wearing (and now will not come out!!!). When I rang them to complain this morning, they said "What do you want me to do about it?" Oh, and the badge is missing from the bridle - they are going to send me another one to glue on - apparently things come off all the time and they just use superglue! So unimpressed.
Click to expand...

At the price of Passier bridles I wouldn't be happy with 'just supergluing' anything onto it, wouldn't mind gluing something onto a £40 bridle but the cheapest Passier bridle they have is £249 (before 50% discount) still wouldn't be happy I would be sending it back.
 
I think I'vve been lucky with DH then, always get my order within 2 days of ordering unless out of stock - have even had helpful customer service people....
 
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