Poor service from Derby House Saddlery BEWARE

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To say I have experienced poor service from Derby House is an understatement and judging by previous threads on here and the tweets on Twitter their are a lot of you out there!

I placed an order at the beginning of August for two pairs of breeches that they had on offer. The money was promptly taken from my account and my delivery note stated that I would receive my items within 2-3 working days! Great I thought!! Or not!

Two weeks later my breeches eventually arrived and they were the wrong kind! Completely different to what I had ordered! I called customer service and was told to send the breeches back and they would credit me the delivery cost. However no explanation was given or a remedy to the problem! I promptly sent a complaints email to find out if I was going to be sent the correct ones or given a refund (the lady on the telephone did a very good job of avoiding this topic), to which over the last month we have gone back and forth with excuses ranging from 'the lady who updates our website is on holiday' to 'we are moving warehouse' each time no resolution to when I may be receiving the correct breeches or indeed a refund! I was literally at the end of my tether when this morning they have been in touch to say my breeches are in stock and they are going to be delivering them asap and they have given me a £10 gift voucher.

I am absolutely appalled by the level or lack of customer service and was wondering if anybody else has had a similar experience and/or is able to shed some light onto the problems that Derby House may be experiencing?

I have to say I will never use them again and based on the aforementioned I think a lot of my horsey friends will stay clear also.
 
Unfortunatley a quick search for 'derby house' will bring up SEVERAL threads similar - they just arent the same anymore - you are not the first, or even the 100th, but you wont be the last to receive poor service!
 
Although i had a problem with an order i put in I found customer service hugely helpful!

Ordered 2 identical pairs, only one came. Contacted them via Facebook and had a call the next day to say they couldn't source them and did i want a different pair from the range. Didn't like and so had a refund within 2 Days.

Took a while for them to come in, but once in the warehouse i had them within 3 days.
 
Been there, done that with Derby House so i feel your pain. What annoys me the most with them is their customer service and that it is left to the customer to spend thier time sending ever more frantic emails (which in my experience, rarely get answered) and phone calls trying to chase down your purchases as DH never update you on why your items are late or when it will arrive.

The only thing they're always on the ball with is debiting your account for the money you spent. You can always rely on them to do that the very next day.
 
lula said:
Been there, done that with Derby House so i feel your pain. What annoys me the most with them is their customer service and that it is left to the customer to spend thier time sending ever more frantic emails (which in my experience, rarely get answered) and phone calls trying to chase down your purchases as DH never update you on why your items are late or when it will arrive.

The only thing they're always on the ball with is debiting your account for the money you spent. You can always rely on them to do that the very next day.
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Please don't blame the girls in customer service - I can tell you from personal experience they are as frustrated as all you disgruntled customers. They are treated disgustingly off their bosses and are told what to say even when they know it is not true! The manager of customer services will not answer the phone herself and will not take any calls or call any one back even when she has told the girls to tell customers she will. They are leaving as soon as they find other jobs and there have been at least 6 girls leave in the last 3 months. Regarding the purchasing of goods DH don't always have the stock in that they advertise as 'special purchase' on the web but are willing to take customers money even when they know they cannot full fill the order and also know they cannot refund money as they have not got enough to do this. Take a look at their credit rating on Companies House!!!
 
I don;t think anyone really blames the girls, and I know on other threads people have said as much. I don't blame them for getting out if they can.

Personally I think people are mad to keep ordering from them the way they're going on. Their credit rating on Companies house has whole threads of it's own :wink3:
I'm always surprised to find there are actually any people left that still haven't heard what they are like now, who place an (unsuccessful) order, then do threads like this.
 
Well with some apprehension, knowing about a lot of peoples bad experiences, I ordered a pair of boots on Tuesday morning, and am glad to say that I had an email yesterday to say they had been dispatched and they arrived today. The boots did actually say 'in stock, ready to be delivered' on the site, which I wondered may be in response to the whole issue about them not actually holding the stock which then causes the problems. They have closed down all of their stores now, and I feel that the mail order side of it can't last much longer going by most peoples experiences.
 
I heard that they've closed the stores so that they can concentrate on mail order, hmmm methinks they need to rethink their strategy!!!
I ordered 4 items in June, received an email to say one was no longer available, then an email saying a second item was unavailable, then nothing.
I chased the order and was told the item I really wanted was no longer being manufactured. That's strange as the manufacturer told me nothing of the sort and actually has them in stock. I rang DH and told them this. Despite various phone calls and emails I'm still waiting. (I have rung the manufacturer a few times and the item has been in stock with them each time) Similar to one of the earlier posts on this thread I've been promised a call back by a manager/supervisor for the past 3 days but surprise surprise haven't heard from them.
I used to be a good customer of theirs. They can s*d off if they think they'll be getting any money out of me after this!
(I know I could order from elsewhere but the item was an absolute bargain which is why I think they are making excuses not to supply me, I think they advertised it too cheap by mistake!)
 
I've just checked the DH website and the boots I have been waiting for since June, which are "out of stock" and "no longer manufactured" are still on there listed as "delivery within 2-6 days" (at full price, much much more than I have paid!)
 
trottingon said:
the item was an absolute bargain which is why I think they are making excuses not to supply me, I think they advertised it too cheap by mistake!)
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Have they taken your money already? If so I wouldn't be surprised if you never get the item but they hold on to your money as long as they can, before you give up and cancel or they eventually cancel.
 
I cannot understand why, given the number of threads on just about every forum and social media site going, that people continue to order from them. They don't sell anything different to any of the other equestrian online companies who clearly treat their customers a lot better
 
If a supplier tells you an item is in stock but DH says the suppliers are out of stock then the only issue is that DH owe the suppliers money.
 
Everyone on H&H forum is aware of the awful track record of Derby House & their customer service. With this being known why do people continue to place orders with this company & when the orders don't arrive they start threads on here moaning about it?

There are plenty of online stores to buy from who will supply you the items you want & at a reasonable price, so use them. I think that Derby House have almost as much bad posts about them as E&L Insurance so when will people learn, stay away from them!
 
Like Trottingon I got sucked in by an offer because it included an item I wanted anyway at at unbelievable price. Turns out the price really was unbelievable as I never received the item.

It was the 2 for 25 deal. The only reason I did it was for a black show jacket. I also ordered some jods for my second item just to make up the numbers. After a couple of weeks I chased DH only to be told neither item was in stock and they had been included by mistake. I told them that as they had taken my money and held it for several weeks that constituted a contract and if they were unable to fulfil it they would have to supply replacement items at the same price. They then emailed me with an offer of an alternate jacket at my 25 plus an extra tenner. I pointed out that was nowhere near the original offer. While I was waiting for a reply the jods turned up with a "to follow" note on the jacket.

I waited a few weeks with nothing and then emailed them. No reply. I sent them various emails and fb messages over the next few months and heard nothing. Eventually after 5 months I reported them to Watchdog. (See my other thread).

Determined to get resolution I then checked out their website again. There was no sign of the original jacket and nothing near the price. Eventually in the flash sale section I spotted some breeches in my size reduced from about 70 quid to 23. I messaged on facebook to ask if they would swap those for my jacket and they came straight back and said yes and they arrived yesterday (less than 24 hours later) .

I'm still not happy as they blatantly took my money under false pretences, and I still need a new show jacket but as least I have some kind of resolution.

I guess the moral of the story is that if it looks too good to be true it probably is!.... Oh and if you do decide to take a punt on any offers, use a credit card just in case ;-)
 
scotlass said:
I cannot understand why, given the number of threads on just about every forum and social media site going, that people continue to order from them.
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This is what I don't understand.

And looking on companies house it says that they are in a voluntary arrangement so essentially are struggling to pay their creditors & so have come to an arrangement in how to pay them back, which had the creditors not agreed to they would have had to liquidate. Essentially they are in trouble & the way they are going about trading still doesn't sound good for them.
 
I bought a £189 pair of boots for £50. Ordered on a Friday, delivered on Tuesday. As a bonus, they are lovely and thrilled with my bargain.
Had I needed them in a hurry, I wouldn't have ordered from there going by other people's experiences.
 
There is a piece on this company in H&H this week.

If you get no satisfaction I would be going to trading standards.

I thought that you were not allowed to take money from customer if you did not have the goods.
 
NOW- I think they are only selling on special what they have.

I waited 3 months for a fly sheet, that was so unfit for purpose it was a joke, they sent me a £20 voucher code, tried to use it took the order, then failed on that, so cancelled the order still have the voucher code that they say works - it doesn't! Have been promised a call for 10 days now so that they can take a telephone order for me to use said voucher, no one calls.

Derbyhouse you should just shut down and leave the mail order business to those that are good at it! Equestrian Clearance being top of my list!
 
FYI all I have an email address that they accidentally gave me! So if anyone wants another line of contact PM me for it.

My experience was horrific. Also watch out how often you call. I racked up £12 worth of calls chasing an order that I never got. They also blamed the supplier who is now seeking legal advice as I contacted the supposed supplier to ask why they werent delivering to DH. Well they werent happy and apparently i wasnt the first person who had been told that the supplier was at fault. I only place that order as it was to use up a gift voucher for the previous two cocked up supposed orders.
I have placed four orders with DH and the first one was the only one I received.....
 
Hello, Just wanted to add my tales to this thread.

Having seen the offers on rugs earlier in the year I bought a 6'6 turnout which was "in stock" yet took over 3 weeks to arrive.. following numerous phone calls. In the Summer Mum bought me a Champion Ventair hat for my birthday from them as they had my size "in stock". Nothing arrived for a week and when we rang I was told that it was in the warehouse and hadn't yet been transferred for delivery due to a mix up. I rang a week later and was told that that was the end of the product and that they wouldn't be getting any more in and that they didn't have it at all!!! I was shocked and told them I thought it was fraud to take someones money without even having the goods there at all!!

The lady said that she didn't know why it had been advertised on the website and almost tried to make out that I was making it up! I said it must have been listed on the website for us to click on it and "add it to the basket"!

The absolute lack of remorse was amazing and I was told her Sales Manager would ring me before the end of the day. She told me it could be late because she worked into the night telephoning people...! This was in June and I'm still waiting for that phone call..

We did get a refund and I happily bought a different hat from the lovely people at Equestrian Clearance!

I did tell the Assistant to look online at the feedback and that the shop had gone downhill a long way from its days as a little family run tack shop with lots of goodies and clothes and that shopping there then was a treat!!

Mum has since been into the Wrightington store which is now a farmers market and the sales lady said that they stopped doing anything equestrian 6 months ago...!

Buyer beware on any dealings with Derby House!!
 
I'd just add to this, i ordered some clippers and jods at a very good price, the jods arrived a couple of weeks later, I'd been told that the clippers where delayed, so I asked for a refund. and got it through in 2 days, without any hassle.
 
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
 
I have made around 10 orders from DH and not one has been correct/sent on time/sent at all. I swore to never order again but have just ordered two rugs at a bargain but suprise suprise - a weeks gone by and still 'order being processed' - so ! Warning - never buying from DH! I will never make this mistake again. Customer service team are rude and I waited 5 months for a saddle rack, which when I chased up they finally admitted they won't be getting it back in stock. I got my £8 refund another month later. Awful awful awful....!
 
I got a real bargain from derby house, a quality xtra full English leather rolled bridle , lovely soft leather, including rubber reins all for £20.
Arrived two days after ordering was emailed to tell me the day the order was being delivered .
No complaints from me :-)
 
I am sorry to read this thread and sorry to say I too have been there, done that!
First horse, over excited, purchased lots, spent in excess of £300 and delivery, so happy only to wait up to 8 weeks to finally have all the items, some I'd had to go out and buy elsewhere so returned, put a downer on a really exciting time for me and when I rang all I heard was should be dispatched tomorrow, tomorrow, tomorrow. Gave me £10 voucher as an apology but I have never spent it as that angry at the company.
Probably never will as do not trust the brand.

http://geegeeandme.blogspot.co.uk/
 
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