landyandy
Well-Known Member
I ordered my rug on Wednesday, and it came today, pretty amazing.
unbelievale derby house
- Thread starter landyandy
- Start date
JJones
Well-Known Member
That's because it's been taken over by another company before Christmas. A lot of people still don't realise this though. In time it's reputation should be improved.
Goldenstar
Well-Known Member
They will need a marketing campaign ,
It would take a lot to coax me back to them.
It would take a lot to coax me back to them.
PoppyAnderson
Well-Known Member
Who's taken them over?
dianchi
Well-Known Member
STILL waiting an order from November..........
Goldenstar
Well-Known Member
That's the derby house I know .
Polos Mum
Well-Known Member
I'm amazed they haven't done a massive "Under new management" campain if that is indeed the case ! You'd want to get their poor reputation under control asap as a new owner !
magicmoose
Well-Known Member
It's not really new management, the new company directors were involved with the old company.
Buddy'sMum
Well-Known Member
Oh, what a surprise!
Shysmum
Well-Known Member
I read on here that it's improved, but with so many alternative choices, I would never use them. Too many people here have been burnt.
kassieg
Well-Known Member
I ordered a few things a couple of weeks ago
Ordered Wednesday & came Friday
not going to complain
Ordered Wednesday & came Friday
not going to complainMissGem
Well-Known Member
There's no problem getting your orders now - but wait until you try to get a refund. I sent back some Ariat Half Chaps, which were delivered to them 11 days ago by courier (so proof of receipt, plus one of their assistants confirmed they had received them), but I'm still trying to get my refund. Was told last Thursday it could be up to 10 days from when they receive them… it's now 11 days and they told me a few minutes ago a request will have to go to accounts again, which could take another 6-10 days to get my money back. Currently awaiting a phone call from either accounts or a manager, as apparently you cannot be put through to either…will be taking more action if no satisfactory reply today.
RLS
Well-Known Member
erh... don't want to sound all doom and gloom...but...
I ordered jods at the end of August and had to send them back and ask for a refund. I did get the refund..... on 20th December!!!
I ordered jods at the end of August and had to send them back and ask for a refund. I did get the refund..... on 20th December!!!
dianchi
Well-Known Member
Miss Gem
Diane Wilson is the "customer care manager" if you want a name to call, I also have her direct email if you want it pm me
Diane Wilson is the "customer care manager" if you want a name to call, I also have her direct email if you want it pm me
monkeybum13
Well-Known Member
I ordered from them last week, got free delivery and it arrived 2 days later. Super impressed
MissGem
Well-Known Member
Thanks for this. After expressing my displeasure at their service when I called earlier today, I have now been called by their accounts dept and a refund/credit confirmation sent by email. Will be checking my credit card statement later to make sure it has gone through!
It's disappointing because I've never had a problem with orders from them previously. I don't want to see another equestrian business go to the wall, but customer service and confidence is paramount in today's market and people won't buy if they don't have confidence or get the service they expect. I hope the new owners of Derby House take on board the comments from customers and up their game. I will be buying in future from companies that offer excellent customer service - Townfields are a great example.
Last edited:
MissGem
Well-Known Member
Thanks for this. After expressing my displeasure at their service when I called earlier today, I have now been called by their accounts dept and a refund/credit confirmation sent by email. Will be checking my credit card statement later to make sure it has gone through!
It's disappointing because I've never had a problem with orders from them previously. I don't want to see another equestrian business go to the wall, but customer service and confidence is paramount in today's market and people won't buy if they don't have confidence or get the service they expect. I hope the new owners of Derby House take on board the comments from customers and up their game. I will be buying in future from companies that offer excellent customer service - Townfields are a great example.