Online saddlery bad service

Amaranth99

Amaranth99

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I spent nearly £200 online last weekend ordering rugs bridle headcollar and other stuff in anticipation of my new horse arriving and paid for "express" delivery. I had received a dispatch email for the headcollar and bridle but only received the bridle today 8 days later. I had emailed on Thursday wondering when I might receive my order and have received a reply today (Sunday) to say sorry but the rug and remaining order is out of stock so they'll refund me by next Friday!
So would they have informed me had I not complained?
I think not! I have had to go to a local shop today and have paid double for a rug that is too large as that is all they have in stock...I am livid!!
 
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Not HopeLESS Valley Saddlery, is it? I ordered goods on 4 November, none of which have been
despatched yet, and the customer "service" is atrocious, borderline non-existent.
 
Yeah that happens a lot, it is a pain! I ordered some things once and it came in 4 separate packages over about 2 months! I got headcollars straight away, a lunge whip by separate courier then waited ages for over reach boots and about a month later a random roll of vetwrap! I wasn't really bothered as they were just a few bits in the sale but wouldn't be very pleased if I had paid for express delivery!
 
I ordered some rugs from hope valley on Monday and they were here Wednesday morning, sister has ordered lots off them and has always come a day or so later but I have heard of a few people having problems with their orders
 
I don't think 8 days is an unacceptable amount of time to wait. Most online retailers give an estimate of 8-10 days.

I do agree that taking the money for items that weren't in stock is wrong and that a speedy refund should be possible.
 
I have not had problems buying from there ebay clearance shop- the items have always arrived very quickly.

However, whenever I try to buy anything off their website I always get an email saying its not instock but they still have it on their website?

Like you I attempted to kit out my new horse with rugs from there and I had to give up and go to another website which ended up being more expensive.
 
quirky said:
I don't think 8 days is an unacceptable amount of time to wait. Most online retailers give an estimate of 8-10 days.
Click to expand...

yes but this was their 'express service' I think OP must have paid extra for this... I bought some stuff the other week (non horsey) and decided to opt for normal delivery, but it still arrived the following day, I think 8 days is just about acceptable if you go for standard delivery.
 
Janesomerset said:
Not HopeLESS Valley Saddlery, is it? I ordered goods on 4 November, none of which have been
despatched yet, and the customer "service" is atrocious, borderline non-existent.
Click to expand...

I ordered a saddle bag off them a few days ago. Record delivery time, but I opened the parcel to find a bridle bag (half the price of the saddle bag) instead...
 
When I did manage to get a response from Hopeless Valley, I was told the delay was because one item was out of stock, despite the website accepting my order and my money. I was told everything would be despatched last Monday (12th). Nothing so far, and my e-mails are being ignored. It's infuriating because 3 items are for Christmas presents and I don't want to have to be looking for pressies on Christmas Eve! Absolute rubbish...will stick to Speedgate Direct, Equestrian Clearance and Equi-Box in future! I ordered from Equestrian Clearance at the same time and their goods were here in 2 days.
 
I've had similar bad service from DHS.... goods took forever to arrive, were seriously faulty and unfit for purpose when they did arrive, refund took over a month... won't be tempted by any of their offers again I'm afraid!
 
Oh dear. Waiting for 100 quids worth from HVS, they dispatched quickly but then the courier lost it and when I phoned them I couldn't get through as their mail service was full. Eventually got through but had no call back re lost parcel :mad:
 
This kind of thing seems to be 'the norm' for online saddlery suppliers these days.

I have had many shouting matches with the MD of Robinsons for being crap/incompetent etc over the years. Problem is, e-tail is one of the things I am a consultant in & they cant bluff me haha
 
I ordered a pair of breeches through Equestrian Clearance, they adnitted they posted them to the wrong address but wouldn't refund or send a new pair until they had received the original ones back. They got very stroppy and told me I was being unresonable even though they admitted it was their fault. I can't remember who I paid through but eventually got a refund when I put in a complaint for non-delivery of goods.
 
Rideaway have always been brilliant to me. Including the saddle I ordered at 5pm on a Thursday, which landed on my doorstep at 11am on the Friday in time to pick up the horse on Saturday. In Northern Ireland. Delivery like this is unheardof here, people use excuses to delay all the time but Rideaway were bloody great.

They were also the only place I could find a complete Zilco at a reasonable price anywhere in the UK.
 
Wasnt fast tack was it? I ordered two rugs off them, got an email saying they had both been dispatched only to get another email the next day saying one wasnt in stock and wouldnt be for some time. When I emailed the woman 3 weeks later when I still hadnt recieved any thing despite the promise that the one in stock was on route, she said they had both been dispatched despite one not being in stock, which upon questioning she blamed on the courier. When I then wanted a refund she said I had to wait and see if they turned up before I could get my money back. They never did turn up but I got a refund.

Ordered from derby house and didnt have a problem :) never had a problem with hope valley either.
 
I have placed three orders with DH - two ended up with me writing to the CEO (one order involved me waiting 8 months for a pair of breeches!) However, I broke my own golden rule recently and ordered a rug from them, because it was a bargain price. I did arrive, about a week after I ordered and I am very pleased with it.

That said, I would never order anything from them that I needed within a month - and it would have to be seriously cheap to tempt me to order.

I have ordered from HVS previously and had no problems. As regards customer service, Eileen Douglas Tackshop through Ebay were excellent. Bought a hat - wasn't the right shape, they answered the email the same day and authorised a return straight away, refunding without any problem.

Hope you get sorted.
 
I've always had nothing but issues with DH - what really annoys me is that when you order things it says whether they are instock or not, then you wait for the order, phone up when its not arrived, only to find what youve ordered isnt in stock!!!!!!!! Their customer service is absolutly shocking.

I use Rideaway now (amongst others) and never had any problems at all with them they have always been super.
 
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