Derby House blues

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showingmadfilly

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I am feeling rather down, I bought over £850 worth of rugs between the 8th - 13th of May from Derby House. They bit by bit have arrived but after literally 10+ calls and endless promises I am feeling really let down. I am awaiting 12 more rugs which weren't what I originally ordered but after nearly three months I was told a bulk of my order wouldn't be arriving so I decided to change to other sizes and items to make it easier as they were in stock.

i was promised Monday they would be dispatched and I would get an email but three calls later and nothing.... The worse bit is I really want more products and I've not once been hard on them. In fact I've been so nice to them but now I'm just gutted.

Sorry for the long post everyone, you must be so sick of this.
 
Do you have access to Facebook or twitter? I emailed and called countless times about my items that I ordered months ago and have never appeared, never heard anything back. That is until I sent them a very scathing message on Facebook saying it better be dealt with or I'd be contacting trading standards etc. 20 mins later I was called by the returns manager and have been emailed and called twice more, and got a full refund. They work on such a bad business model but yet they seem to be totally on the ball with Facebook and twitter! Good luck!
 
I ordered a few things from Derby House and have been told so many contradicting excuses for why it hasn't turned up. I've been given dates items are due in then when I rang again they are in and ready to be dispatched. Then I rang yet again to find those items are not in, were never in when they said they were and some discontinued. One item has arrived and I was fed up ringing so I cancelled the rest of my order.
I did chat to one girl about them closing and she was adamant that they are not closing or losing their jobs. To be fair everyone I have spoken to has been very polite and helpful but the information they are given to pass on is incorrect. I've always been pleased with their service until very recently but won't ever shop there again.
 
I've just been told that the bulk of my order, which was apparently in the warehouse for picking and packing some three weeks ago, was picked and packed two weeks ago, was in transit from shop to warehouse one week ago and definitely allocated to me and would be with me by today is discontinued and won't be coming. To be fair, with the other stuff they've not had in despite their promises it was ready to be despatched they have issued refunds quickly.

And as it stands I have had £200 worth of stuff from them for £40, so I'm not complaining to loudly - I knew that there was a good chance I wouldn't get the majority of it.
 
I wonder how many people have completed H&H's reader survey just to get the £50 Derby House voucher? :rolleyes:
 
I think they are in trouble. Visited the store this wk to look for a riding hat and more than half the store had been boarded off and they had very little stuff in. Lady who served us was lovely but denied anything was wrong. She said it was to make more warehouse space. But they literally had NOTHING in. Very sad. Used to love the store but I would be very reluctant go order anything online now having seen the store :(
 
I ordered 4 items from the Derby House Sale my Credit Card was Debitted immediatly.
I rang earlier this week to find out what had happened to my order to be told they have to go from shop to Warehouse to be dispatched and I would probably get them the end of this week.
I rang just now...Oh what a surprise they went to get two of the items from the shop and they had been damaged so they couldnt supply them. Funny that they have my email and my phone number so why couldnt they contact me to tell me there was a problem with my order. Sorry Derby House but this is quite literally laughable it is no way to run a business and I await with baited breath the appearance of my money back as I have cancelled the order!!!!!!!!!!!

They used to be brilliant years ago I bought a lunge Cavesson and had to exchanged and literally sent it by return of post.

I feel really sorry for the girls on the phone lines they must have to deal with so many complaints should we create an excuse log ?
 
I've complained about them on here before so thought it was only fair that I should say that the two pair of reins I was waiting for have arrived today and they have also refunded the two items which were out of stock, In fact I have been pleased with the breaches they sent me, own brand ones, in the place of some Dublin ones I wanted but which were unavailable.
 
It is such a shame to read all the 'anti' DH posts - they used to be fantastic and used them religiously.

Sadly I was also 'stung' recently on their £25 rain sheet offer - I actually did receive my items but it took 6 weeks and a lot of hassle.

I will not be using them again - I use 'Rideaway' now who are fab.
 
They were fantastic once and I loved them, but today for example still no answer about my order. I have a foal coming in for showing and I'm awaiting over £100 worth of rugs. He currently has nothing and I ordered them three months ago. I don't have Facebook or twitter, any other ideas?
 
showingmadfilly said:
. I don't have Facebook or twitter, any other ideas?
Click to expand...

Honestly? I'd just try and get your money back (how did you pay?) and go somewhere else.


All the special offers and deals in the world are no good if you have to keep on chasing them and wonder if they are ever going to arrive (probably doubtful).
 
I don't understand why people are having trouble contacting them. I rang 6 times in the last couple of weeks and was answered within a minute every time.

You can believe a word they say about whether something is in stock or due in soons or ready for dispatch but each time I asked for specific items to be removed from the order and refunded they did so immediately and the money was back on my card within 24hrs.

I wouldn't bother emailing just ring them.
 
Every time Derby House have a sale I just wait a couple of weeks for the 'unhappy customer' threads to start on the forum. It's regular as clockwork. The company is a disgrace & for some reason despite everyone knowing this they still order items from them. The offers they advertise cannot be financially viable for the company. Money is debited from buyers cards immediately & then all they end up with is a different excuse each time they actually manage to get through to the company when nothing has been delivered.

When will people learn?

WHEN SOMETHING LOOKS TOO GOOD TO BE TRUE IT USUALLY IS!!!! :(
 
Yes honestly, Facebook and twitter really don't do it for me. I have only. Just started taking the time to chat via here also. I understand it's my own fault for ordering but never did I think it would be this bad. I will keep trying and keep everyone up to date. Thanks all.
 
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