Derby House are they going bust or something???

Twinkley Lights

Twinkley Lights

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I ordered some Ariat clogs and a mounting block a week ago Tuesday. The order page said in stock for delivery within 4 days they took the payment from the card that day . Nothing not a peep not even an email confirmation. I'm pretty peeped off and now want my money back so that I can buy from a reputable shop with decent service:( Never again.
 
I am currently awaiting a fly rug which is apparently on order from their suppliers... I ordered it 4th June, they have taken their money and like you nothing since! It's very annoying!
 
I've just called and the tale is that my goods have been reserved in the shop but not released, the girl said she has now transferred them and they will arrive early part on next week . We will see:rolleyes: The reason I didn't get a confirmation email was that I opted out of marketing and that cancels all comms even order confirmation - how strange. No explanation offered as to why the goods were not released.

My suspicion is that they are trying to balance the business cashflow by taking customer funds early against late delivery of goods maybe using a just in time supply to them. This would give a cash and debit interest benefit but is shady practice and unsustainable in the longer term. My intention is to avoid them like the plague in future.
 
Well if they had it in stock in the shop then it probably involves more faffing to get it out of the shop than if it were just in a warehouse... They manage to faff quite a lot with anything really, I only buy stuff that I don't need anytime soon, its probably time to start ordering winter rugs actually ;-) might even get them for November!
 
my mum ordered some boots from them in November- about 3 weeks later she had heard nothing- so rang them and got told she would receive them in January?! she just told the to cancel the order :rolleyes:
 
I visited their main shop recently and the back section was closed, the middle area was a dumping area for weird sale items and there was a small farm shop. I won't bother visiting again.
 
tescoexpress said:
I visited their main shop recently and the back section was closed, the middle area was a dumping area for weird sale items and there was a small farm shop. I won't bother visiting again.
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That is their only shop now. Think they are going under slowly, only ordering things once you've paid. I wouldn't bother any more.
 
I only order from them if I'm not desperate for the item. I usually order stuff from the sale and always expect the item not to be delivered so that when it is it's a bonus.

TBF, although I have heard soooooo many terrible stories about them I have always been fairly lucky with my orders arriving.....eventually.
 
After emailing them and being fobbed off on the phone, I finally posted on their facebook page. Within an hour someone rang me and the goods arrived at 8am the next morning.

A company is only as good as its management, and perhaps Derby House could do with an overhaul. It used to be excellent several years ago.
 
I ordered 2 pairs of jodhs. 1 pair arrived after 3 weeks. The other didn't arrive, so after 6 weeks of waiting, I rang them only to be told that the pair that didn't arrive, has been discontinued hence it won't arrive, but I can change my order or have the cash back :rolleyes:
 
Nightmare. I order two things, one I really wanted the other small item didnt really need. Only got the small item. Eventually got a refund after I nagged them but of course not the postage which was alot more than the small item cost to post.
 
I no longer but from them, service is awful. I think their biggest mistake was when they went so down market that they teamed up with the awful Katie Price
 
Have a look at what Companies House says about them ......


saying that i still order from them and only items i dont desperately need
 
Am also very disappointed - I ordered 2 rain sheets in their sale which were meant to be in stock this week.

Of course, nothing has yet arrived and on my account page is saying still awaiting stock.

What I can't understand is how they are allowed to take payment but not deliver the goods - they have had £50 of my hard earned money for nearly a month now, but I have no goods.....

Will never order from them again.
 
Twinkley Lights said:
The reason I didn't get a confirmation email was that I opted out of marketing and that cancels all comms even order confirmation - how strange. .
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Did they tell you that? I always opt out of the marketing when buying stuff from them and I always get a confirmation email :confused: Mind you I am on the mailing list but that shouldn't make a difference because when you opt out of marketing you are opting out of other companies contacting you from what I remember.

I've bought a few things from them, again stuff that wasn't needed early and usually sale rugs/headcollars etc because I'm a cheapskate ;) and the items have always been delivered in a reasonable time and exactly what I ordered in the quantity I ordered. Mind you it can be difficult to get hold of them for exchanges etc :rolleyes:

I really think it's a massive shame that they are shooting themselves in the foot with bad service because all that will happen is their customers will b**ger off elsewhere who will treat them better... it's common sense really :rolleyes: I wonder if it's a massive cash flow problem too. I'm assuming they can't afford to keep as many staff as they need to process orders etc so the staff they have are totally overrun and making mistakes because of it and the taking cash from customers to pay for goods before they've got them in stock sounds very believeable but if it's true... well bad show Derby House, it'll all come crashing down at some point :(
 
I was going to tootle up for a browse next week. What a pity, they had some fab stuff in the old shop. I have a lovely black wool show jacket that is their own brand and I got my Cavallo boots from them, also a saddle and countless bridley items. The last time I went in they didn't seem to have the old quality brands any more, I suppose with the recession people aren't buying so many expensive items. Personally, I would rather save up for a quality item that will last but a recent equine car boot experience has taught me that I appear to be in the minority.

I will probably still pop in as they are my local tack shop and I am thinking of kitting dd out
 
I will never buy from there again. I once bought myself a nice warm musto coat in December. It was too small so I sent it back for the next size up. The coat didn't come, they kept saying it had been delivered.....but to what address I don't know as I didn't have it! They kept fobbing me off and keeping me on hold for ages. Saying I should have received email updates but I had nothing from them!

I eventually got it end of April....4 months later, I then didn't get to wear it until the following winter as it was too warm!
 
That looks like they are setting up for something, not necessarily that they have given up.

Really hope they aren't going under but I do think they need to improve their stock lines.

eta, can't comment on mail order as I have never needed to order from them - I live far too close for my bank balance to be safe!
 
Have just ordered a load of sale items from them, none of which I desperately need (to be honest wouldn't have bought most of it right now had it not been on sale). If I hear nothing by early next week I shall start to bug them about it (I'm a persistent and irritating person to have chasing you for something!). Had a problem with paying over internet so had to do it by phone which I'm hoping is not a sign of things to come! Not ordered anything from them for about 4 or 5 years after a bad experience so we shall see...
 
I ordered a very expensive leather headcoller from them years ago, part of the deal was they would put an engraved name plate on it, when it arrived the name plate was too big and cheaply attached. Never ordered from them again.
A few friends have ordered rugs from them recently that have taken weeks and weeks of chasing for them to arrive. Dreadful customer service.
 
rachyblue said:
http://instagram.com/p/assTHkRSVT/
Can't link properly on my phone but got this via twitter - gives you an idea how empty it is and the event isn't until Saturday!
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OMG! Last time I went in it was dreadful, actually had nothing I wanted to buy (even with theoretical money!). They did go into administration a few years ago, and general consensus is that most companies will only supply them on a proforma basis (which means they need to pay up front!) so by taking your money they can stash it until they reach the order threshold (usually £1000) which can take weeks, hence the delay in getting your goods. Try Fearns Farm or Croston Corn Mill as alternatives.
 
I've ordered a few things from them in the past and they've always been fairly quick at delivery. Was a bit bemused the other day when I received an email saying an item I'd received weeks before was about to be sent. Thought I'd might get a duplicate but nothing turned up.

They must have very little in stock as if you look at their half price hat offer, there are barely any left.
 
I had some boots delivered a couple of days ago that I ordered 2 months ago that I wrote a post about on here. Nice boots but crap service. I sent them this email


"Thank you for reply. My boots arrived today and they are lovely. However I do feel that I will not be ordering from you again in the near future. The service is just not acceptable in this age of Internet shopping. So many other companies can manage good service so why can't you?

It's a shame as I bought from you as a name I have trusted and I have been riding all my life. I have had a 5 year break from riding and it appears that since then things have gone downhill. I have looked on different horsey forums and the general consensus is that your customer service is appalling.

Think how well you could do if you improved this and you were known for excellent service. Maybe then you wouldn't need to bombard people's email inboxes with sale offers on a daily basis for items you don't have in stock.

Just a thought.

Regards"


Heard nothing from them.
 
They're dreadful. I made an order from them last year for my daughter's birthday and she was so upset when nothing materialised after being so excited. They were utterly useless.

I only use Equestrian Clearance now, who are brilliant. Ride Away pretty good too the one time I used them. Never again with Derby House!!
 
Oh dear, I ordered some breeches from them 2 days ago that I need in a bit of a hurry...no chance of them showing up anytime soon then!!

As an aside, I had an horrendous experience with a company called Spindleberry Equestrian. They have their own website and an eBay seller site - guy takes the money and never dispatches a thing. Luckily I paid through PayPal and lodged a claim for a refund. Do not touch this company with the longest barge pole you could lay your hands on!
 
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