Derby House (bit of a rant!)

M

Morrigan_Lady

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www.teamterrellshowjumping.co.uk

I got some Derby House Vouchers for xmas to help pay for my new competition bridle, so I went in to my local shop and found a couple of bridles I liked. I asked one of the staff for the matching breast plate for both the bridles and she said they dont do them!!!! So I asked if they could order then and they said no!!! So that p1ssed me off striaght away, its like selling half a frickin car!! SO theres the bridle out the window.
So I thought Id get myself a new skull riding hat as I really need a new one and like to keep my jumping one nice for comps only. So I went back to DH at the weekend and guess what?!!! They dont have to size I need AND they dont stock to colour!!! BUT they did look on their computor and found that one of their other stores had one in stock and told me they could get it sent to them for me. I got a phone call yesterday from the other shop saying they cant send the hat to my local shop as its company policy and will only send it to me, but Ill have to pay the postage cost!! I dont really wonna do that, the hat is pricey enough as it is without having to pay an extra tenner on top. SO Im thinking of going in to my local shop and asking for a refund on the vouchers for cash so I can go and get my hat from somewhere else.
What do you guys think? Reckon its worth a try?
Derby House are useless and I just give up with them, anthing you ask for they dont sodding do!!!
Sorryy if I went on abit, but its soooo frustrating
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Thats a bit off isnt it.
Derby House have been brilliant the last time i went in there. They even gave me more money off riding boots which already had £200 off them!
They spent ages helping me and offered to order things in for me if they didnt have them etc.
How strange.
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know what you mean my local DH is just the same everything has to be ordered from another shop nothing is in stock.
im still waiting for some jods must of ordered them mnths ago dont expect there coming!
 
I would ring the head office and complain. It is not right that you cannot get what you want in one shop and then have to pay postage to get it from one that has it in stock. Make a huge fuss and you just might get the breastplate you wanted!
 
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I would ring the head office and complain. It is not right that you cannot get what you want in one shop and then have to pay postage to get it from one that has it in stock. Make a huge fuss and you just might get the breastplate you wanted!

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Totally agree with this. Never use derby house again they are sh!te.
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I had the same problem before Christmas (I got vouchers for my birthday). In the end I spent them on loads of odds and ends that I needed but hadn't got round to getting yet - and found the big items I needed that Derby House didn't do in the Old Dairy Saddlery sale
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So it worked out alright in the end! Good luck with sorting your vouchers out (they won't refund them, believe me - they don't even give change if what you buy comes to less than the vouchers. They might refund if you take the receipts in though??).

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DH are so useless I don't bother shopping with them any more.
I ordered one Arion rug online - note ONE rug...and didn't receive a confirmation e-mail as it said I would. I phoned them and they said 'You need to reorder as we haven't got your original order'...so I did...again no e-mail, again phoned, again told to reorder.
Then THREE e-mails appeared (two days later) and THREE rugs.....
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I phoned them - no, they wouldn't accept them back! Then after I kicked up a fuss, they would, but I'd have to pay postage on the two rugs I didn't want...both ways.
Finally I threatened to use them in my lectures as an example of a bad business....and got a full refund...
If you kick up enough of a fuss in the shop, they'll refund you for the vouchers just to get rid of you!
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Ive just rang the shop and ranted at them and they said they would have to speak to Head Office. I asked for the number of head office and said Id rather speak to them, but she said she would have to do it! I said that if HO say no, I will want to ring them to complain!!
 
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Ive just rang the shop and ranted at them and they said they would have to speak to Head Office. I asked for the number of head office and said Id rather speak to them, but she said she would have to do it! I said that if HO say no, I will want to ring them to complain!!

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If that fails, visit them in person...a disgruntled Moonwalker would probably be inconvenient and annoying to other potential customers...sometimes the tactic of 'Don't mind me, I'll just wait til I can speak to the manager or someone who can sort this out' is effective
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Ive just rang the shop and ranted at them and they said they would have to speak to Head Office. I asked for the number of head office and said Id rather speak to them, but she said she would have to do it! I said that if HO say no, I will want to ring them to complain!!

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If that fails, visit them in person...a disgruntled Moonwalker would probably be inconvenient and annoying to other potential customers...sometimes the tactic of 'Don't mind me, I'll just wait til I can speak to the manager or someone who can sort this out' is effective
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Like ya style Shilasdair!
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Ill wait and see what they say when they ring me back (and it better be today!) Will keep you posted.
 
I've always found my DH to be staffed by people who don't know enough about the stock they are selling & are generally quite wet. I waited 4 months to get a pair of Mountain Horse High Calibre boots from them last year & eventually got bored & bought Ariat Bromonts at the Dressage National Champs which were quite a bit cheaper anyway!
 
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I've always found my DH to be staffed by people who don't know enough about the stock they are selling & are generally quite wet. I waited 4 months to get a pair of Mountain Horse High Calibre boots from them last year & eventually got bored & bought Ariat Bromonts at the Dressage National Champs which were quite a bit cheaper anyway!

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Yes, its the same at our shop aswell, the staff dont even know their own products! My Mum went in to get a rug at the weekend and the one we liked was DH own brand one and we asked how it came up, fit wise and they didnt have a clue! Id get sacked if I didnt know my companies products!
 
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Stacie - RB have their sale on this weekend, so I wonna get my hat fomr there!
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Er, what? What? RB are having a sale???? Do you happen to know if all the saddlery will be in the sale as well? Oh, my poor credit card....
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I tell you now, they won't exchange the vouchers for cash.

I hope you get the stuff you want. I've not used DH before but they sound crap!
 
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Stacie - RB have their sale on this weekend, so I wonna get my hat fomr there!
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Er, what? What? RB are having a sale???? Do you happen to know if all the saddlery will be in the sale as well? Oh, my poor credit card....
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Yup, thats right!! 10% off EVERYTHING!!!!
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That place has gone totally downhill since becoming DH! The staff are about as useful as a chocolate tea pot!!
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Needless to say I dont go there either anymore - RB is the way forward Moonwalker!!
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Ive never had a great experience with derby house, right from them being a small mail order place with one shop through to them buying out the local tack store near us.

Hate to say it though, I highly doubt they'll give you cash for your vouchers
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I gave up ordering from them!!Stuff was either out of stock or took months to get here in dribs and drabs!!It would be helpful if they actually tol you stuff was out of stock before you get to checkout and pay for it!!!
 
Oooooh....an RB trip on Sat sounds very tempting!!
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Can I come and watch if you kick off in DH....could be entertaining!!
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I wonder why they wouldnt give you the phone number, it is quite clear on their website along with contact details for their customer service department - it will be interesting to see the result of this, perhaps if Moonwalker doesnt get a favourable outcome we could all post on every forum we go on and make them take notice of their poor service. God knows horses are expensive enough, they make a fortune from us having the passion we have and they could at least give us decent service when we want to spend that fortune. The only way to change this is by voting with our feet which will either make them sit up and take notice or go out of business.
 
Bloomin useless company. I'm nearish the original one in Parbold and the staff have always been a waste of space and some have attitudes. My boss sent me last year to get some boots for all the ponies because we couldn't get them from the local shop. I rang them to check they had the right sizes and then missioned there (1&1/2 hours away). When I got there(!!!!!) they told me I couldn't pay with the cheque my boss had given me and I'd have had to pay myself - It came to about £260, which I didn't have. I offered to ring my boss so they could speak to him but they wouldn't have it.
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So I missioned home again after much arguing with no boots, told my put out boss and he rang them. Turned out he'd been a former good account customer and when they found out they were very apologetic. I had to go back again with cash for the boots but I've not bought a thing from them since. They always seem so unwilling to help and go out of their way to be awkward.
 
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Oooooh....an RB trip on Sat sounds very tempting!!
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Can I come and watch if you kick off in DH....could be entertaining!!
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Im going Sat morning, they can get the hat I want for me by the end of the week!!

Im coming over to your yard Sunday at 1-2 if your about.

I dont know weather to ring head office now or wait till DH ring me back!!
 
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Sorry to sound a bit thick..but what's RB?

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RB Equestrian is a soooooper tack shop in Great Brickhill, Bucks (right on the South Beds / North Bucks border, near Milton Keynes). They have an excellent selection of stock, their staff are really well-trained and friendly and always willing to help with my incredibly stupid questions, and Rosslyn, the owner is absolutely lovely. They also have a very useful loyalty programme ! Its well worth a visit.
 
I might actually be tempted to email them first (and mention that the shop refused to give you their number so you could call them). I suppose it depends how articulate you can be whilst you are wound up with them - may be easier to put it in writing (no insult meant there, I just know that I lose all ability to speak sensibly when I am angry!) Then you could call to back up your email
 
Couldn't you get the hat from the DH online? Surely the shops are stocked from the main online one?

Id probably write a letter to the main headquarters laying out my problems and I would appreciate money in return for the vouchers.
 
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Couldn't you get the hat from the DH online? Surely the shops are stocked from the main online one?



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Funny you should say that, coz Ive just been on the phone to Head Office who are the Mail Order people and they said that if my DH rang them and requested the hat, they could send it to them!! BUT.....Mail Order DONT have my size!!!! Bloomin marvelous isnt it!
Mail Order did say that the shop near them has one and they are going to see if they can get that one sent to my DH, I told them if they wont, I WONT CASH BACK!! Grrrrr
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Think Ill ring my local shop first and see what they say and if they get funny Ill go to head office.

Stacie - RB have their sale on this weekend, so I wonna get my hat fomr there!
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mmmmmm if you need company for the trip i would be very happy to offer my services! (have some spare change from xmas too)
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