Hope Valley Saddlrey

[Elf On A Shelf]

Has anyone else had issues with returns and refunds?

I bought a pair of boots back in November, they didn't fit so sent them back at the start of January to avoid the xmas rush and requested a different size. As yet I have neither received the new boots or a refund. I have emailed, spoken to them on their chat (always get kicked off when they decide they don't want to answer questions: and set up a Paypal dispute that went in their favour somehow!

Currently on the chat with them AGAIN! but I most certainly will not be buying anything else from them. Shocking customer service.

 

[AmyMay]

Refer them to the two week rule, and refer them to TS.

 

[Elf On A Shelf]

Getting somewhere now ... slightly! Apparently they sent me an email once they received the original boots back requesting payment for posting the next lot out. I did not receive this email and this is a different response to any other they have given me so far. Up til now they have denied every receiving the boots back.

 

[Foxglove]

I placed an order for a pair of breeches about 6 weeks ago. Listed as “in stock” on the website, payment taken immediately... still waiting. Every time I speak with them I’m told the stock will arrive “imminently”!

 

[Roxylola]

Generally it's worth ringing them, they were better for me over the phone.
However, they show items "in stock" which aren't, I ordered trimmers in Jan which I chased after a couple of weeks - they weren't in stock they were in Ireland and "normally" get sent over to the warehouse within a day or two and might be on their way to me in another week.
I cancelled and ordered elsewhere.
I'm lucky that I've a few good tack shops nearby and while I'll still shop in person with them I won't order again. They're one of the few that doesn't do free delivery on expensive orders as well. I'm sure Naylors do, and I know Fearns farm do over £50.
They remind me a bit of how Derby House went once upon a time especially with the new shops opening etc. That said derby house seem to have got much better recently

 

[SantaVera]

I ordered a bridle listed in stock weeks later it still hadnt arrived and I discovered the company wasnt making that tyupe anymore. terrible service from HVS took several phone calls to get it sorted.

 

[Cowpony]

I've always had good service from them, but haven't ordered anything from their regular website for some time. Just recently I've been entering their on-line auctions. Got a pair of very nice Ariat country boots for £58 a couple of days ago and they arrived this morning . There was an issue with their website just after the auction - wouldn't let me log in to pay my invoice, person I spoke to on the phone said I needed to speak to a different team, who weren't answering the phone .....annoying when you have to pay within 24 hours of the end of the auction. But the next time I tried it all worked fine.

 

[ycbm]

They can be iffy. They refused to allow me to exchange a bridle that was too large because it was marked down sale stock, even though they still had plenty of both sizes in the store. I've avoided them since.
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