Derby House poor service?

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cattysmith

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Are Derby House always very slow to process orders and bad to keep customers informed? This is my first time ordering from them and I placed an order 5 days ago for my daughter's birthday on Tuesday and I've had no confirmation emails or anything to say the order has been received.

The money has left my account and when I log on to check it tells me orders being processed which it has been since I placed the order. Everything I ordered was "available for dispatch in 1-2 days".

I've emailed them but eard nothing back. Pretty disappointed really as I usually use Ride Away for online stuff who have always been reliable.

Going to have a disappointed little girl :-(
 
I have already said my experiences of DH on another thread- what they did to me . Won't touch them with a barge pole now :mad:


There are many more online services which offer better :)
 
I've found if you buy stuff through Amazon (Derby House have now started selling through Amazon too) you seem to get stuff pretty quick.

It once took me three months to receive a sweater through the DH website. :mad:
 
In my experience they've always been quite "laid back" about dispatching, even when things are apparently in stock & available to dispatch in the next day or two. I've usually received things within a week / week and a half?
My last order has put me off quite a bit, was apparently in stock, didn't get dispatched for about 3 months and every time I rang them they told me it would be "ready in the next couple of days" - cancelled it in the end because it was getting ridiculous!

Are the things you ordered for her available anywhere else? If you ring derby house they're usually quite easy to get hold of that way and cancelling is very straightforward - I've had really good experiences with 4dobbin, equestrian clearance and speedgate who have always delivered quickly for me x
 
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I've recently bought 2 leather headcollars in their sale. Had emails to say when they would be despatched and then tracking info. Arrived quickly and I'm really pleased.
 
DH is now a complete joke.
After the order before last where I got a bridle with one cheekpiece and spending weeks trying to rectify it (with replacement cheeks of the wrong size being sent) I got a good will gesture of an evoucher.
Complete shambles trying to spend it and waited over a month for a 'delivery 2-5 days' item, with no communication apart from when I chased them up (again), Ive emailed them and told them to stuff it, hell will freeze over before Id use them again.
 
I bought my other half a couple of pairs of Jod's online for her birthday, the first arrived 'reasonably' quickly, the other took months and numerous chase-ups before delivery was made. Such a shame, but if I want something from there again, I'll visit the showroom!

For decent customer service, I'd have to recommend 'BP Country' (www.bpcountry.com) - the complete opposite! :)
 
Capriole said:
DH is now a complete joke.
After the order before last where I got a bridle with one cheekpiece and spending weeks trying to rectify it (with replacement cheeks of the wrong size being sent) I got a good will gesture of an evoucher.
Complete shambles trying to spend it and waited over a month for a 'delivery 2-5 days' item, with no communication apart from when I chased them up (again), Ive emailed them and told them to stuff it, hell will freeze over before Id use them again.
Click to expand...

This is my experience as well. Ordered 4 items, took a week for the first one, then one a week arrived. A month for 4 items! One was a fly spray, ended up going elsewhere as I had run out. It arrived yesterday, packaged like it was fine crystal. Eventually got into it, and guess what? It was leaking, half a bottle of Phaser all over my kitchen. Phoned them to be informed they need me to e-mail a pic of bottle for their records! WTF? It's leaked because there was no stop on the trigger, so after being in the postal system for goodness knows how long, it has been leaking continuously. On the bright side, there are no flies in my kitchen:D. Waiting to hear back from them tomorrow, but not holding my breath. Won't be using them again.
 
Ordering from them has always been fine and no problems.

RETURNING things mind - now thats a completely different story - first of all communication was great, can i send photos (did) then i sent them more as i didnt hear and somethign else had broken (didnt want to send the boots back as they were my only pair) so sent them original photos and the new problem ones too - still heard nothing, then got a phone call to say send htem back and they would send me a new pair in July (this was back in Febuary!!!) when they got the new stock - so i sent the boots back with a polite note asking them to refund me as I had only bought them in January and did expect them to last more than a month before they fell apart....
Heard nothing despite repeated emails asking for updates

Fast forward to Thursday last week, and out of the blue I had an email saying that I had been refunded !! why on earth they couldnt just email to say this at any stage I dont know....

Rather drive up to Robinsons at Basingstoke (its only 60 miles, its a nice store with friendly people and a really good cafe!!) these days, which is a shame as I used to love DH.
 
Thank you for ypur replies. Goodness sounds like they're pretty awful over all. I think I'll spend some time trying to cancel my order. I've used a few other of the bigger online companies in the past with no issues and wish I'd stuck to what I'd known!!
 
I ordered a shirt from Derby House. It was listed on the website as in stock with a delivery time of 3-4 days. Two weeks later it still hadn't been marked as dispatched. I phoned up to enquire and was told it would be put on next day dispatch. A week later is still hadn't arrived. Emailed customer services. No reply. Phoned up and cancelled order and asked for refund. One week later order still marked as waiting to be dispatched on website and no refund. Phoned up again, spoke to a much more helpful person and they eventually cancelled my order. Three weeks after initial order and the item still hadn't been dispatched. Still waiting for refund. Will never buy from this company ever again. I googled Derby House customer service when looking for the telephone number and was shocked by some of the other reviews I read. Avoid.
 
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