Derby House faulty rugs!

HollyWoozle

HollyWoozle

Well-Known Member
Joined
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Messages
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Location
Beds/South Cambs
www.farandride.com
I was just wondering if anyone has had problems with Derby House rugs lately?

This is the first year that we've used them - we ordered several rugs, most of which are fine, not a particularly excellent fit, but good enough for what we paid (particularly as they were in the sale). As said in my topic about how many layers to put on, my girl is in a M/W turnout with neck, courtesy of Derby House. However, within less than 24 hours of her having it on (this was more than a month ago now), one of the leg straps broke. The clip snapped.

I called Derby House and they were very apologetic, saying that they would put new straps straight in the post...a week or so later...still nothing. My mum called again and they said that nothing had been posted, they were sorry but would get straight to it. Still nothing. I called for the third time and a lady said that the leg straps breaking was a problem they were having with those particular rugs and that they were struggling to cope. Even though she said they would definitely post some soon, still nothing. My mum called again last week and spoke to someone higher up who was extremely apologetic and said they would post the straps immediately. Nothing yet!

What would you do? Of the rugs we ordered, this one actually fits Belle really well and seems to be perfect for her. The clip is currently tied to keep it secure and although it is quite safe and not causing trouble, it's obviously not ideal. My mum thought that maybe we should just demand a new rug now? Seems silly to get a new one if they're faulty anyway though. I'd rather just get new leg straps then order a rug from somewhere else next time.

Sorry for the length!
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Wouldn't expect anything else from DH
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!!!! I don't know how they can still be in business they are such a poor excuse for a tack shop. Their customer service is appaling. Maybe better to cut your losses and never use them again
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. Otherwise this will still be ongoing 6 months down the line
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I absolutley 100% disagree with you charlimouse, I have never ever had a problem with Derby House at all, infact i'd rather use them than anybody else, The rugs i've had from them last very well and fit Buzz very well, i have the medium weight and the heavy weight turnout rugs both with full necks, and love them, will not have any other make from now on.
 
eep! which rugs were these?ive just ordered some from the sale... i had actually heard good things about DH rugs before - which is why i opted for them as opposed to the PE sale.
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Hi digitalangel,

The rug was their own brand Medium Combo Turnout. It's a nice fit actually but the issue with the leg straps is obviously a problem... the woman on the helpline said it had even happened to hers!

I'm annoyed because I bought the above turnout, one of their own brand lightweight turnouts and a fleece rug. I got them all in the sale but now they have an offer where you can buy all three for £49.99! Aggravating that I could've saved so much more money. They do have what appear to be some excellent value deals and I had no problems with delivery before this... I guess I wouldn't buy from them again after this though. At least not their own brand items.
 
I had exactly same problem with one of my DH rugs. Do have to say that all 3 of mine wear these rugs and only had problems with 1. I tend to remove leg straps and replace with fillet string they don't move or slip at all despite all liking a good roll.
 
At one point I would have agreed with you but now sadly I 100% disagree.

Their customer service these days is none existant.

Three months ago I ordered two rugs in their sale - both arrived - one ok one in size 5'3" - not the best when you ordered a 7'3!

I telephoned they advised that I had to send it back at my expense - I refused - they quickly changed their mind and had the courier back the same day to pick it up.

Despite chasing three months after their courier picking up the rug I am still waiting for a refund

Derby house if you read this you have lost another long standing customer who over the years has spent thousands with you. Rideaway every time now!
 
Totally agree about Derby House being rubbish!

A race horse at our yard had a brand new heavyweight neck combo on. It rained during the day and underneath he was SOAKING! It is meant to be extremely waterproof! The rug was soaked through and took days to dry!

Next time he had it on both leg straps broke, and within a few days his surcingles broke and he got the rug off in the field.....the other horses had weatherbeetas on and they were fine!

Digitalangel....Premier Equine is a much better choice and much better rugs!

Also having a problem at the mo with them and my coat....I sent it back for a bigger size and have heard nowt from them!
 
If you like everything else about the rug could you not just buy a clip and make your own leg straps - would cost very little and save a load of agro
 
Within the first six months of buying something you are entitle to a refund or replacement if the item is faulty. I'd cut your losses, ask for a refund and go elsewhere beefore you find it has dragged over six months and you are stuck with a dodgy rug.
 
If your near one of the shop i would just go in and speak to someone face to face and demand the replace it while your there.
I have to say tho i really disagree with what people are saying here about the quality. I to have a MW and a HW turnout with necks and they are by far the best rugs ive got on the yard at the mo. My boy was the only dry one out of 15 all wearing various makes during the week.
If you cant be bothered to argue just take the leg straps off, and replace them or leave them of completly.
 
I have never had any problems with DH.
We did however get a Rambo, and in less than 24 hours it was missing a leg strap and a belly strap.
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Leg straps should not be necessary, but if you need something, why not just put on an improvised fillet string?
 
You would have a job missing a Rambo leg strap as they dont have leg straps
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No Horseware rugs have leg straps, good job to as they shouldn't really be needed nowadays, horrible things legstraps.
I agree that you should get this sorted with DH but to be honest it would be quicker to put a fillet strap on if you are happy with everything else
 
I agree with Heather_bambi

bought my boy a lightweight yesterday from the glasgow store, turned him out this morning and by lunchtime he was absolutely soaked through and 1 of the legstraps had burst off, called the customer care line, they told me i had to take it up with the glasgow store as i didnt buy direct from the catalogue, called the glasgow store and they said they wouldnt take it back since he's worn it and it would only be wet if he'd been rolling (although i doubt he turned it inside out to have a roll in) going to take it back on friday when im off and try speak to the manager as the sales assistant on the phone was less than helpful
 
kerry1323 said:
I agree with Heather_bambi

bought my boy a lightweight yesterday from the glasgow store, turned him out this morning and by lunchtime he was absolutely soaked through and 1 of the legstraps had burst off, called the customer care line, they told me i had to take it up with the glasgow store as i didnt buy direct from the catalogue, called the glasgow store and they said they wouldnt take it back since he's worn it and it would only be wet if he'd been rolling (although i doubt he turned it inside out to have a roll in) going to take it back on friday when im off and try speak to the manager as the sales assistant on the phone was less than helpful
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They are not entirely uncorrect and ebing unreasonable. I used to work in a saddlery and ALL goods being returned HAVE to be clean and dry. It's due to Health and Safety. I know this makes it difficult. Dry it out and clean it off to a certain degree (ie not caked it mud) then they should have no reason not to take it back.
 
i have had a couple of problems:
:(they took about 3 months to send me thier catalog
:(i orderd quite a few items and they sent them about 2 weeks later and didnt send my shavings fork!
:(i orderd some ugg boot typr things from them in size 5 and pale brown they came in dark brown nd size 3!
but i do find all of thier products good quality and i really like everything have bought and never had problems with the actual items :) unlike countrywide! e constantly are going back due to faulty products
 
For the past year or two I've bought nothing BUT Derby House rugs as I've found them great fits, great value for money, and been very impressed with them. I've had heavy weight turnouts with necks, stable rugs, and summer turnouts - all without any problems...

I would say that I wouldn't order anything ever the phone or internet again - their customer service IS awful - things always get left off the orders, and they take months to come. Robinsons is just as bad. Its got to the extent that I feel like opening a rival service that provides good HONEST service. You'd surely gain loads of their customers! I'm lucky that I'm in tarveeling distance of their main branches, so just pop over. DH staff at the shops can be pretty hopeless too. I bought £350 worth of rugs and stable equipment last winter, and they didn't even have any trolleys - I had to balance stuff - in the end I borrowed a wheelbarrow from the display! The staff could hardly stop their conversation to serve me, so I didn't interrupt them to tell them they'd underpriced my clarrendon boots by £30 - which is not like me at all, but I was SO mad at them by that point...:mad:
 
ISHmad said:
But surely faulty goods are faulty goods - 'elf n safety or not?
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I agree.... if someone just came in with a broken legstrap, we'd have given them a leg strap. But all rugs had to be returned to the supplier, who wouldn't accept them caked in mud (and def not wet!). It is apparently against the law (it's been a few years so I may not be getting the terminolgy correct! Sorry!) to make staff handle dirty goods!
 
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