Derby House

[Vixxy]

I placed an order with Derby House on the mid week madness around a week or so ago for £200.00, lots of Joules items for myself the kids and hubby. I had a phone call in the UK off mum saying they were trying to get hold of me, so I called them back yesterday and apparently as only 5 out 13 of the SALE items were in stock they cancelled my order and I ended up with nothing as by the time I called them everything had gone out of stock! Why did they not hold the items that were in stock when I placed the order? I am beginning to feel that it was all just some strange way to get people on to spend money on other items mark the leisure wear as half price but actually nothing was available.

I am really angry as when I ordered online everything was marked as in stock, so how did I end up with nothing grrrr! I basically wasted an hour of my time choosing what I wanted and got excited about what I thought had bought.

The worse thing is they just dont care that I am upset or understand why!

I own a import company, importing equestrian goods to Norway, if I treated my customers like they do I would not have any. Has anyone else had similar dealings with Derby House or am I alone?

 

[Apalacia01]

Large company - big sale = people getting bad deals, especially when like other websites they aren't stock controlled....sorry it happened! Not a good way to work, but they know that they aren't going to go out of business!

 

[domane]

I've heard that a lot of people who ordered online lost out. I think you need to put this down to experience and next time ring them to actually speak to someone.

Doesn't sound very well organised, does it?

 

[scotsmare]

We've had a pretty awful experience with them too - the clothes we ordered still haven't all arrived (two weeks after the event).

I notice from their website this morning that whilst there's the mid week madness bit on the site there isn't actually anything in it...... Maybe they have learnt their lesson.

 

[Silverspring]

This happened to a few people with rugs last week, someone order 4 and when 1 was out of stock they cancelled the whole order. I think that policy is just maddness, I assume it has got something to do with the fact they have to take the stated amount off your credit card but surely they could easily refund the amount of the missing item?!

I avoid DHS for this reason, I was starting to think they had a scam going where by they would take your money invest it for a few days make a few bucks then refund it saying 'sorry out of stock' as it has happened to me soooo many times!

 

[rising_promise]

So how do we know if the order's coming or not? I ordered 3 rugs last week, havent got them yet but havent been contacted either...?

 

[scotsmare]

If you don't have a confirmation email then it's unlikely that you're getting anything - have you checked to see if they have debited your card?

 

[rising_promise]

Oh yep, sorry, I have confirmation by e- mail, I just meant no phone call to say its not coming!

Guess I just wait and see...

Thanks

 

[dotty1]

I am still waiting for my coat too, one lady told me it will be here this week and another said they are getting an order in on 26th. I won't be using them again.

 

[arwenplusone]

[ QUOTE ]
This happened to a few people with rugs last week, someone order 4 and when 1 was out of stock they cancelled the whole order. I think that policy is just maddness, I assume it has got something to do with the fact they have to take the stated amount off your credit card but surely they could easily refund the amount of the missing item?!

I avoid DHS for this reason, I was starting to think they had a scam going where by they would take your money invest it for a few days make a few bucks then refund it saying 'sorry out of stock' as it has happened to me soooo many times!

[/ QUOTE ]

That was me! I ordered 4 rugs and then called them as nothing showed on my credit card & I know their reputation. One rug had been out of stock & kicked the whole order out.

What is much much worse is that I spoke to a lady who ordered the other two rugs for me (a third had gone out of stock by then). But it transpires that that order didn't go through either! Was livid. Waiting for manager to call me so I can kick off but not holding out much hope for that.

I have given up & used equestrian clearance instead - they are at least reliable!

 

[VLHIEASTON]

Heard so many negative stories about them I just dont bother with them. No need to as there are so many GOOD online saddlerys.

 

[_April_]

I wouldn't order from them after reading all the posts last week!

 

[SamuelWhiskers]

I too gave up on them, go and support your local tack shop instead of these big places, i do now and they get me absolutely anything i need, even if they have to order it, the longest i've ever waited is 10 days!! You can't beat the personal service!

 

[scotsmare]

One of my parcels of clothes has gone missing - quelle suprise!! For some reason they have sent it from a store via royal mail rather than by courier (like it says on their website). As usual they are being truly unhelpful and say I have to wait a further 10 days before they can investigate - they're having a bloody laugh!!!! Have given them till the end of today to refund my card otherwise I'm going to report them to trading standards - it wouldn't be so bad if they kept you informed but they just don't seem to care.

 

[jesterfaerie]

I will NEVER use them again and I have only tried to order from the twice. A few weeks back I ordered a rug and it turned up quickly, still awaiting my fly mask which I need sooner rather than later!
I then tried to order some clothing from their sale 2 weeks ago, only to be sent an email saying they had canceld all my order because ONE thing was not in stock. Because it was sent by a person with the title 'web conformation' and not under the name of DH I over looked it and by the time I read it I could no longer order what I wanted.
Needless to say I was a brand new customer and appauled at their service.

 

[tendon_boot]

I used to use DH for everything, Some pretty large orders, they treated me like horse poo! One transaction was over £1000 and they were so rude when i rang up to complain about the 3 weeks i sat waiting for something that when i rang up, they had plenty of stock and i don't think that every day they have people buying.
The shop isnt much better either, it's possible to buy every pink thing going but of course not essential items.
To say the least i wont be using them ever again.
Sorry for the rant.

 

[Foxford]

I won't use them again after putting a pair of spurs on a friends order. They took over 3 months to arrive, and my friend really hassled them about it. Had it just been my order, I would have cancelled it.
As someone else said there are far more reliable places to go. I'll not be giving them anymore of my money!

I wonder why they are so terrible at getting stock out? The mind boggles.