derby house saddlery- poor service?

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seabiscuit

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I'm having trouble getting hold of DHS, they won't reply to e-mails, I've been waiting 4 weeks for a bridle to arrive and they havent been in touch to say when it will be coming or whats happened, I also returned some headcollars and breastplate as they were the wrong sizes, and nothing has been sent back yet....
Anyone else had this trouble? Also I dont know what to do if they never send me all the stuff I've paid for- will have to go to Citizens Advice?
 
Fax a letter to the manager. My mum and I bought a rug from them and had all sorts of hassle - weeks of waiting, many phone calls and emails and people telling us all sorts of different things and nothing seemed to get anything from them. Then we faxed them a stern letter and were sent a replacement rug. :) Good luck!
 
Delivery times are extremely poor, if you can wait they do usually arrive eventually!! I ordered a rug in their sale, it came eventually, I didn't need it in a hurry and the price was unbelievably low so I was happy enough to hold on, I also ordered some jodhpurs but gave up on delivery with them and cancelled the order. I was still able to get them on the phone.
 
Me too!
I bought some jods and they were the wrong size, so I sent them back and it took them 5 weeks to exchange them....I called and they said it was basically tough as they deal with things, first come first served and I will need to wait till they get to mine....
I also ordered a T shirt and it had ink all over it when it came through....I decided to chance it and see if it washed out rather than wait 5 weeks for them to exchange, but it didnt come out, soooo annoying...
I will def hesitate in buying off them again...
 
I've used them twice. Both times after 6 months of waiting I managed to .............. cancel my order, but it took another 3 months to get my money back!!!!!!! Never used them since!!!!
 
Just got the brochure thru, and the good news is that they have reduced their Katie Price range by loads. The bad news for them is that I have read what's above. sm x
 
I have had issues with them three times.

It appears that what they may do is this.

Advertise items at a fab price (mostly), stating that they are in stock (they always say this when you phone!) when they have enough for a bulk buy they purchase them at low price.

The issue is this... it is illegal to state goods are in stock when they are not, this is called BAIT ADVERTISING. I have taken them to task about all issues below so am not talking out of turn. This has also happened to several people I know, not just me. Trading standards are well aware of this issue.

The first item took weeks and weeks to come, the second time it never came and this was a gift for my husband ;-(
The third time was a rug needed asap for a horse living out this last winter. Told them this, was told it was in stock, two weeks later, still no rug, told it had arrived that day and would be sent out next day delivery. Next day, no rug, manager told me it had never been in stock and should never have been told it was!
I managed to order a similar rug which came next day... although no apology from DH!

DERBY HOUSE, IF YOU READ THIS, SHAME ON YOU, APPAULING SERVICE AND WORD IS GETTING ABOUT, YOU ARE LOOSING CUSTOMERS, MY MONEY GOES ELSEWHERE NOW!

I would like to know if Horse and Hound are picking up on this fact as they advertise for them!
 
Spend your money with Equestrian Clearance instead. They are ultra prompt at postage, you can tell if something is in stock whilst ordering on the net, their prices are good, and their customer service is excellent.

They get all my business !! :-)
 
It took a month for my coat to arrive, then it was the wrong size so then took another 2 months for them to send me the right one!

I got landed with a hefty £50 phone bill due to me phoning them all the time as they kept sending it to the wrong address, no matter how many times I corrected them...they seemed to always "loose" my right address.

I will never buy from them again!
 
Will not use them again.
Up until 12 months ago I always found them fab. At the end of last year I ordered some rugs, they took forever to arrive and the annyoy thing was that people who had ordered the same size as me, but ordered later, got them before me! I ordered a tail guard at the same time and it took even longer to arrive. Grrr:mad:
Ebay and Equestrian Clearance for me! :)
 
They're terrible, I will NEVER use them again. The person I spoke to when I complained was very nice, but I don't want to wait months for a basic item when they say it should arrive in a week...
 
Chamfrom, that happened to me recently - bought a bridle they said in stock, 3 weeks later they told me it was out of stock and 3 weeks later it arrived.
 
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