derby house-anyone else had problems with stuff not being as described

[moodiestmare]

I am so cross!

I placed an order with Derby House 6th Jan. I had put down a different delivery address to billing. First they sent out part of the order to the billing address instead of the delivery address after sending me an email telling me to make sure someone was in at the delivery address.

Then finally, the rest of my order turned up yestesterday (to the delivery address this time! Even though when I ordered delivery was within 7-10 days.

One of the things I ordered was one of the rug packs. Just got them out to have a look and I am not happy! I assume the fleece was not in stock so they have sent me out a Katie Price fleece (packaged up with the rest of the rugs) with no note telling me otherwise. There is no way I would have ordered a fleece covered with huge crowns and Katie Price written all over it!

Now I ordered this rug set because I needed a strong rug because my horse manages to rip hers. On the website it states that the rug is 900 denier. On the rug itself it states 600 denier.

I really need to get this turnout on my horse because her rug is shredded. Any ideas what I can do?

 

[goneshowjumping]

check on the website on the items you ordered that there is no small print anywhere stating that rugs could be different than the ones on pictures or something to those words. if there is nothing, then i would take them to town on it, and either demand they send more out today on 24 hour delivery at their cost, so at least you get them tomorrow.
i would def have words with them if they did not state that rugs may be different to ones shown as im sure there would be something in trading standards that cover this is the rugs are different.
good luck, and i myself have not had problems with DH i quite like them, but i havent ordered this rug pack.

 

[Kat]

Phone them and have a right old moan, get them to send out the correct items now and a postage paid bag to return the wrong stuff in so that you can send it back at no extra cost.

 

[moodiestmare]

Ok, I can't see anywhere on website where it says items may be different. Here is the link:
http://www.derbyhouse.co.uk/prodshow.asp?id=6012

Just a quick question: The rugs are in a rug pack bag so I'm pretty sure the turnouts are the right ones. It says on the website that one is 900denier and on the rug pack bag it says they are both 600 denier. If this is a typo on their website where do I stand? I can't demand they send me out a 900 denier rug if they don't actually do one (if you see what I mean)

 

[Patches]

I wouldn't complain about the delivery for the rugs as it clearly states "deliveries commence 19th January 2010".

It doesn't actually state that all the rugs are a Derby House own brand, but there is nothing to say you might not get the rugs as pictured.

I would certainly complain about the fleece and I would also have a word about the rug. I've never seen a 900D rug. They tend to go up in multiples of 6...600, 1200, 1800 is the highest I've seen. I wonder if it's a typo? However, if it is and you're not happy with a 600D rug, you have every right to return them at DH's expense.

 

[Kat]

They should still do a full refund though, they haven't sent you what you ordered.

It would leave you needing to find a 900denier rug though.

 

[moodiestmare]

Patches-I ordered the 6th jan and it stated delivery within 7-10 days

 

[Patches]

For everything? Just wondering as the link to the rug pack does state deliveries to commence on the 19th January.

Wondered if it was a "pre-order" thing. Strangely enough...you've received when I'd expect you to after postage on the 19th. What date was it post stamped?

Are you sure it didn't say, what it says on the site now, then?

 

[CalllyH]

I think the katie price rug is normal in the pack - others off here have got a katie price rug too in there pack

 

[moodiestmare]

It did not state that message on the website when I ordered. I am just not happy that the rugs aren't what I thought they were. If they send out Katie Price fleeces they should state that in their advert! The picture is definitely not of a Katie Price fleece and if I wanted my horse to look like a hooker I would have ordered one!

With regards to the denier, if a website states a rug is 900denier I am not going to think other wise! There is a big difference in the strength of a 600d rug and a 900d rug!

 

[Patches]

Oh absolutely. I wouldn't buy 600D rugs. I only buy 1200D minimum rugs and mine aren't even rug shredders, like yours appears to have been.

I would just ring them up and say it's not what you thought you'd ordered and organise to have the rug pack returned to them. They will give you a refund, no problems.

You've waited since the 6th January for a rug and the weather is warmer now than it was.....what's a few more days to wait to get the rug you really do want for your horse?

The standard turnout is a 600D, as stated on the link, so I wouldn't want the pack anyway. Weatherbeeta do a similar pack, about £15 - £20 dearer but the quality of their rugs is consistent and will not disappoint upon delivery. I would buy this pack as a "spare set of rugs", not the every day ones, to which end the KP rug wouldn't bother me as I wouldn't take my mare out anywhere in it. She'd just wear it in the stable.


Good luck

 

[goneshowjumping]

HAHA i agree with you moodypads about the katie price rug!! great for ponies but not sure for horses!!! lol
give them and call and let us know how you get on, i think if it didnt state on the website rugs may vary, then they have no right to change the rugs without notifying you first, then you decide if you want them or not.

 

[Dovorian]

I bought a couple of pairs of beeches where the fabric composition was very different to that advertised. They (DH) were not terribly helpful and although I paid to post them back by recorded delivery, DH did not refund my postage.

That was back in the summer and I have not used them since, and will not!

 

[LucyAnn3434]

Oh how strange! I just ordered that pack and received it this morning. I hadn't opened it when I read this! So quickly did...

I have 2 x 600 D and a normal fleece in blue. I wouldn't of minded the Katie Price one so I'm a bit gutted to be fair!

Wonder if the more popular sizes contain that fleece. Mine is 6'3.

 

[Blaise]

Mine had a Katie Price fleece in the pack too. Ordered mine in 6'3'' in pink. I was expecting a plain fleece but i think i'm just going to sell the Katie Price one and buy one i actually like. I wanted a red fleece anyway, only really had the pack for the 2 T/O's. I'd definitley contact them & say you're not happy. It didn't say anything about it being a KP rug on the website.

 

[CBAnglo]

Havent looked at the link, but they definitely do a DH turnout in 900 denier - it is the Watergate I think. I bought one ages ago as a spare, but never used it so dont know what it is like but it is definitely 900D.

 

[Nicco]

Had big problems with Derby House last year over an order of a tailcoat and breeches. They took the money from my card for the tailcoat when it was not even in this country never mind in stock.
Many emails and phone calls later trying to sort it out I finally cancelled the whole order and my card was refunded - then the breeches arrived months later! I sent them back and they did refund postage.
I will not use them again!!

 

[Umbongo]

Urgh just complain and get your money back and don't use ever again!

I have heard other users on here received the Katy Price rug....ha and I agree they do make the horses look like hookers haha!!!
I wouldn't even buy a Derby House brand rug after the problems the horses at my work have had...better to pay a little more for a Weatherbeeta or something

I ordered a musto combination jacket at the beginning of December.
First they sent me the wrong size. I returned and they got one of their shops to send me the replacement. They keep sending it to the wrong address and spelling my name wrong, despite me telling them my right address.

It has been nearly 2 months and I have STILL not received my coat. I have been very polite with them until now....
*toddles off to go and ring Derby House and have a moan*

 

[Prince33Sp4rkle]

same thing here-recieved the katy price fleece instead of a normal fleece and mine were 4'9 for the shetland so cant be the most popular sizes?!

i havent bothered to get after them as 1) i know their customer service is shite and they wont sort it out, and 2) its only some spare rugs for the shetland to use as stable rugs so im not botered about the denier and 3) the KP rug looks quite sweet on him and will be ok as travelling rug.

i only use derby house for non urgent cheap/spare stuff now as they cant be trusted!!!!!!

 

[Teddybully]

[ QUOTE ]
The picture is definitely not of a Katie Price fleece and if I wanted my horse to look like a hooker I would have ordered one!


[/ QUOTE ]

that's so funny

Just re postage charges: I think legally any mail order company has to refund the postage charge you pay initially if you return items - and not just if they are faulty or wrong. I only just found this out and if correct many companies aren't doing it!

 

[criso]

I did notice recently when I was looking for an exercise sheet that the picture they used and what was listed were different.
The description was for an exercise sheet but the picture was of a competition sheet - Rambo do both and if you specifically were looking for one you would be disappointed when you got the other.

 

[The_snoopster]

I ordered that set in pink 6ft3in and yes it never stated that the fleece was katie price but that it what i got, all the young girls i know love it but i think i shall be quite embarrassed if i use it as i think its more for young girls who have playboy t-shirts on whilst riding.
But to be fair to KP,s fleece there seems to be alot of work put in to it and my hubby likes it i wonder why.

 

[HollyWoozle]

Some of you might have read that my mum and I had a serious problem with DH recently, both with the quality of their own brand rugs and their appalling customer service. We called 5 or 6 times and sent the same number of emails to no real avail - the only thing which got our problem solved was faxing a serious letter to one of the staff higher up (my mum did it). I'd recommend that anyone who has a problem go straight to this rather than dealing with all the phone calls and so on! They always look like they have great deals but I won't be dealing with them again now I've had this experience.

We also recommended them on our horse-related website (and had previously worked with them for competitions) but I think we'll be removing them now!

 

[Maiko]

I placed a very simple order with Derby House on December 27th. I am STILL waiting for both items to be delivered, in spite of calls to their customer lack-of-service number, and having been promised faithfully by the manager that she would "definitely be ringing be back" to let me know what was happening with my order...... Surprise surprise, no phone cal. I rang AGAIN last night and was promised that they would be sending part of my order by special delivery which will be delivered tommorrow. I am not holding my breath.

Derby House used to be a very good company. In recent years, their service has degenerated hugely, and I will NEVER be ordering from them again. I feel sorry for the girls answering the phones, they must take some horrific flak from people.

 

[LucyAnn3434]

Oh right so it's not a most popular size then. I agree CS is pants. I ordered a rug before in 6ft and they sent it in 6ft6. I sold it rather than go through the palava of trying to deal with their customer service. Also have some boots on order since Nov (my xmas present

) They were sold as within 7-10 days when OH ordered them, Rang them weekly since. Hopefully they'll be in on the 2nd feb. It it weren't for the fact they were so popular and out of stock everywhere else then I'd take my customer elsewhere.

Anyway I ordered the blue 6'3 set in early Jan and recieved it today with the actual blue fleece. Shame no one lives nearer as Id quite happily swap the fleece for a KP with someone who really hated it as I'm not really fussed either way and quite like the KP rugs