Fuming, Derby House and Horze!!

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On the 3rd of February Myself and my sharer placed an order for 2 Horze Venice bridles, only to be told on the 5th these bridles are no longer available. Changed the order to the Constance bridles. They have still not arrived and Derby House are blaming Horze who are claiming 'it's not their fault' the shipment to derby house has been delayed. Both companies are useless and the customer service from both is shocking!
 
I do understand your frustration, but as a retailer sometimes it is difficult when suppliers suddenly announce that things are out of stock or discontinued. If you are not prepared to wait then ask for a refund, under distance selling regulations the retailer does have 30 days to send your order out. If it were me I would have called you, explained & asked you what you wanted to do, but I am a small business compared to DH. TBF it probably is out of their hands if they are waiting for Horze, & Horze are probably waiting for a container which is on a ship on the sea somewhere.
 
That is really wrong IMO. If a customer asks us for a refund we process it within 24 hours which isn't much help to you. You are perfectly entitled to a refund, ring them again, ask for persons name & note it all down, follow up by email quoting persons name. You can always threaten with trading standards, this should expediate a response.
 
Agreed that this is awful customer service and I hope you get a resolution soon. I no longer order from Derby House as I seem to have something wrong with my order every time I do, whether it's the item isn't in stock, they don't have the colour I want, the item isn't being produced anymore etc etc. I just got sick of excuses and poor customer service so now shop elsewhere. Equestrian Clearance and Robinsons are both much better option imo.
 
That's the advantage of conventional shopping. You can buy and pay end of. Unfortunately a lot of these online shops have a vast range of items in their web sites but don't keep any in stock. It can take months to get some items in stock from the wholesaler/supplier by which time you could have walked to your local tack shop and back several times.
 
My nearest saddlery is 40 minutes away ��. DH have refunded us in full and sent us the bridles next day delivery totally Free of charge!! Very happy with the result.
 
The Tank said:
My nearest saddlery is 40 minutes away ��. DH have refunded us in full and sent us the bridles next day delivery totally Free of charge!! Very happy with the result.
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Have DH taken payment? as I find it quite rare this day,most seem to only take payment when the goods are dispatched having previously authorised the transaction at time of order. To be honest I would only ever use a credit card with DH and not a debit card.
 
I had very similar experience with DH last year. In the end I got a response out of them by forwarding my e-mails on the hour every hour until they had sent me proof of refund. It still took over 3 weeks to get the refund mind!

Will never bother trying to order from DH again. There are plenty of other companies that are glad to be helpful and ship out order swiftly to not have to bother with DH
 
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