Just reported Derby House to Watchdog

JulesRules

JulesRules

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Fed up that I have been chasing a jacket that I ordered on their 2 for £25 deal for over 4 months now and just not getting any reply.

If anyone else has got similar experiences if we all report them they might be more interested.
 
No sorry - ordered from them a few times and while they do take ages to come (they don't hold most of the stock themselves), they have always been good when chased and advised how long they will take. Last time they upgraded delivery to next day for free so it would be a bit quicker.

I wouldn't use them if I needed something urgently, but 4 months is a bit much - have you called them, rather than e-mail?
 
From bits read here and there it will be surprising if Watchdog get to them before the official receiver. Sad to see them go, but yet another casualty of the recession. I can't help feeling that if they had been more honest about their problems and delivery times, and also easier to contact, that they might have made it through the recession and come out the other side smiling.
 
I ordered a rug a few years ago from them, ordered it before winter (was a heavy weight). So I was hoping by the time it arrived I would be ready if it got cold..

Well it turned up once the winter was more or less over and I didn't need to use it (had to borrow one).

Never bothered again
 
I ordered from their 2 for £25 offer too, only to phone up a few weeks later and be told that the items I had selected werent supposed to be in the sale and they would have to cancel my order. They would have just happily sat with my money with no intent of sending me any goods had I not phoned them up myself! The customer service is disgraceful.

You should point Watchdog in the direction of a few threads on here.
 
Why are you still waiting?!! Nine months is ridiculous, I don't get why you've carried on waiting for that long tbh.
 
I complained about some leaking boots I hadn't had long and was asked to cut a patch out of each boot and return that which I have done, I was promised I would have the boots by the 10th Oct, still no boots! I have emailed numerous times and they just ignore you, I have phoned and as I don't have a returns number ( I was never given one) they cant find information out about my return! I have now written on their facebook page asking someone to look into the matter for me. I used to love Derby house but I will NEVER use them again, many of my friends are in the same boat waiting for orders........
 
I have always had great service from them, but have not ordered for quite a while, since learning of difficulties, which is due to their near to closure status. Robinsons are now also in the deep brown stuff.

I watch Watchdog, so will look out for anything about Derby House.
 
There is no doubt they are slow but I got a bargain Pytchley dressage jacket reduced from £157 to a bargain £10 and the massive himalyan salt licks for a couple of pounds each. They don't take your money until goods are despatched so I figured I could live with that. I also got the buy 1 get 1 free rugs for £25 - 2 lightweight turnouts and they are fabulous - 2 of mine are wearing them now. I have had a couple of items cancelled as not in stock or 'oversubscribed' but on balance I am happy.
 
Derby House - my last three orders have been brilliant deals and arrived on time :)

Robinsons - not ordered for a few months, but don't remember any major problems with them (ordered a fair bit over the last couple of years).
 
Such a shame as I remember them being so good years ago online and used to visit their shop the Cotswolds regularly.
Also didn't know robinsonsequestrian were going down the same route :(
 
YasandCrystal said:
They don't take your money until goods are despatchedQUOTE]


I ordered some boots three months ago. They came last week and are the wrong blooming size! They took my money out of my account when I placed the order. Now I want them to come and collect them. I refuse to pay the postage (there T's&C's state no postage fee if faulty) and have emailed asking them to collect them. They are blatently ignoring my emails (they replied to them fine when they were fobbing me off) so I'm just going to have to ring them now.

I am NEVER EVER going to use them again! Terrible service!
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YasandCrystal said:
They don't take your money until goods are despatched so I figured I could live with that.
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This is not true. They took £200+ from me on 26th August, all for items supposedly in stock (2-6 days delivery). 18th September I chased the item and was told the hat I had ordered (Gatehouse Conquest Suede) was not available. I swapped the order for a normal Conquest and was due a £10.50 refund. Two of my other items were then sent. I kept chasing the hat at weekly intervals and each time the delivery date was put back by a few days. Come October, I had neither received a refund or my items. I chased the refund, got fobbed off, chased again and threatened to get my credit card company on to them, surprise surprise I was refunded that same day. I eventually got fed up last week and after having had the order put yet back again I demanded my money back. They seem to be having cash flow difficulties and are essentially taking money under false pretenses as are unable to fulfill orders. I then got hold of the manufacturers of said hat and there won't be any more on the market until mid November so Derby House were taking the mick big style and holding on to my money whilst knowing full well they couldn't complete on the order. And the most galling thing of all is that throughout the entire 7 weeks they still listed the hat as available in 2-6 days on the website. I had a bad experience with them at the start of the year and decided to give them a second chance. They most definitely will not be getting a third.
 
moana said:
I have always had great service from them, but have not ordered for quite a while, since learning of difficulties, which is due to their near to closure status. Robinsons are now also in the deep brown stuff.

I watch Watchdog, so will look out for anything about Derby House.
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Out of interest, what makes you think that about Robinsons?
 
moana said:
I have always had great service from them, but have not ordered for quite a while, since learning of difficulties, which is due to their near to closure status. Robinsons are now also in the deep brown stuff.

I watch Watchdog, so will look out for anything about Derby House.
Click to expand...

That's surprising as I've ordered several bits from Robinsons recently and all have arrived in about 2 days :)
 
Hi all,

I'm sorry if something similar has been mentioned before but I have recently had a lot of difficulty with Derby House . They haven't sent me the goods I have ordered or refunded the money that they have debited from my account. I have noticed on social media that my complaint is very common! I am wanting to raise awareness of this and create an area where people can share complaints and unite - the reason for this is to achieve strength in numbers and then deliver a large complaint to trading standards and their governing body.

I have been advised to create a group on Facebook and ask people to join. So please, if you have experienced similar issues, join https://www.facebook.com/groups/464587416983491/

Also, if you have any better ideas, I am happy to help implement them!

Thanks again,
Jess
 
Quote below

DERBY HOUSE IN ADMINISTRATION

10th December, 2013.

Retailer Derby House Ltd has gone into administration and subsequently sold to Newtyle Trading Company Ltd.

The business continues to trade through the internet retail website www.derbyhouse.co.uk

Chris Newell of Quantuma LLP and Simon Bonney of Baker Tilly Business Services have been appointed as joint administrators.

Their spokesman said: “All customer orders previously placed with Derby House Limited will be honoured.”
 
I recently waited four months for some Equilibrium boots for my pony. When I chased Derby House they insisted the boots were no longer being manufactured time and time again, even though I rang Equilibrium on several occasions to check availability with them.
I ended up phoning DH every day for a fortnight and eventually managed to speak to the Call Centre Manager. Despite even more failed promises she eventually told me my boots had been ordered but then failed to keep me updated as promised, after another week of broken promises I wrote a stinking complaint email. Surprise surprise I received my boots a few days later.

Still no acknowledgement of my complaint or an apology though!
 
Derby House- Couldn't organise a party in a very large brewery. I miss terribly the original at Parbold, Mr and Mrs Dickinson I believe they were called, owned the original shop and probably had twice the stock in a small cottage. The day's of a proper tack shop are dwindling. I am always amazed how much they are currently in the press and yet people still send money( take's all sorts);).
 
I fail to understand why any of you bother to have any dealings with them. They clearly do not hold stock of items and under consumer law relating to distance trading they are obliged to supply goods within 30 days or offer a full refund.
Order the goods you want from your local tack shop - If they don't have it in stock they will be able to contact the wholesaler directly and advise you when the goods will be supplied.
 
Annie B. said:
I miss terribly the original at Parbold, Mr and Mrs Dickinson I believe they were called, owned the original shop and probably had twice the stock in a small cottage.
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I miss the old shop at Parbold too. It had everything you wanted and stuff you didn`t know you needed or had never seen in your life! Most of all it had the personal touch that is so sadly lacking in the big airy barn that DH is now. We were at the Wiggin Tree earlier this evening, just up the hill from the old shop. Sadly that`s changed too though the product and service was at least of a good standard, unlike DH
 
Are all the on-line shops struggling? I recently placed an order with Rideaway and was surprised at how much stuff was out of stock on their website. I had a 20% off voucher so would have ordered loads if they'd had it! Also ordered from Robinsons who were doing free postage. Both orders arrived fairly quickly and there were no problems.
 
Not used Rideaway for a while now but have always had good service off them. I've used Robinsons a lot recently and they've been super.

Does anyone remember when Derby House had the glossy little catalogue ?! I always thought they were really posh , everything was so expensive in it compared to any other catalogue but they sold quality. Even when they started doing their own rugs about 10? Years ago now they were good and robust. I got some last year on offer and they're really nice for the price I paid for them and my boy's good with his stuff, but they do look like they might fall to bits on something a bit more un careful.
 
YasandCrystal said:
There is no doubt they are slow but I got a bargain Pytchley dressage jacket reduced from £157 to a bargain £10 and the massive himalyan salt licks for a couple of pounds each. They don't take your money until goods are despatched so I figured I could live with that. I also got the buy 1 get 1 free rugs for £25 - 2 lightweight turnouts and they are fabulous - 2 of mine are wearing them now. I have had a couple of items cancelled as not in stock or 'oversubscribed' but on balance I am happy.[/Q

Exactly the reason they are going under I suspect!
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