good service from Dover Saddlery

[hb]

I just got a new horse, and since there are NO tack shops in my area except a very western place, I've had to outfit him with on-line shopping.

I've never been impressed with Dover from a over-and-beyond customer service standpoint but they have been great this week. I had to switch some stuff around, return a couple of items and make a change to an order after it went through but before it shipped and they've been very accomodating, have not charged me shipping on the replacement items, overnighted one item at no charge and otherwise far exceeded my expectations.

I'm having a ROUGH week at work and it was nice to be treated like a special customer in the middle of this hectic day!

[chism]

I think it's great that someone would post a positive experience, because by and large those seem to go un-noticed. I do find it an interesting observation that no one reads or posts to this thread, but the negative one has been going on for days.

[YankeeLawyer]

I have only had good experiences with Dover and use them all the time - in person and online. In light of the recent negative thread, I was wondering if the customer service had recently declined so I ordered some stuff I need from them yesterday via FEDEX overnight and just confirmed with Fedex that the package is indeed arriving today as expected. FWIW, when I need things quickly, I generally phone the orders in to make sure they go out the same day, but this time I placed the order online and had no delay.

[monstrpony]

I, too, have had good experiences with Dover, and posted a thread to that effect about a year ago. I don't order a lot from anyone any more, just haven't had need of new "stuff" other than supplies. But Dover has always been decent for me.

Loved the pic of Debbie and Brentina on the latest Dressage edition of their catalog!

[stryder]

I also have had great experiences with Dover, and not all my orders have been simple or easy. Whenever I've called, I get appropriate help from people with good humor.

And I greatly appreciate their support of the Secret Santa for Rescues project this past winter.

[trubandloki]

I think it's great that someone would post a positive experience, because by and large those seem to go un-noticed. I do find it an interesting observation that no one reads or posts to this thread, but the negative one has been going on for days.

Not posting does not mean not reading.

[StellaTMK]

I was just at the story in Bowie, MD, or the next town over, earlier in the week and the sales team was wonderful! Great service and very informative!

[chism]

Not posting does not mean not reading.

At the time of my post there were 27 views on a 2 day old thread. Compare that to 1439 views on the boo hiss thread. THAT was my point.

[Mary in Area 1]

Sorry, I've never HAD a good experience with Dover, so I couldn't post to this!

[Rallycairn]

I think I've posted this before, but I've always had good experiences with Dover online, and great experiences at the Charlottesville, VA store.

Agree that the negatives seem to attract more views and posts, so that's why I'm writing again that I've had good experiences. Never ordered from the often-commended SmartPak, as I have yet to need something they had the best price on, even when figuring in shipping costs, discount codes, etc.

I do State Line and whatever Country Supply became (name not coming to mind at the moment), but generally Dover is my "go-to" place and I am happy with them.

[msj]

Sorry, I've never HAD a good experience with Dover, so I couldn't post to this!

Well Mary, then why ARE you posting on this???? :confused: You need to post on the negative Dover thread if you haven't already.


I, on the other hand, have had very good service from Dover whenever I've ordered from them and I'm also in Area 1. :) :)

[Mary in Area 1]

Yeah, well we've disagreed before. You've always defended Darren, too. I guess we really represent the polar opposites of Area 1 in more than just geography!

[msj]

Totally off topic, and I apologize to the OP, but Mary, I think you and I are far from polar opposites and you'd actually find that we probably like a number of the same people. Just because I'm not vehement about Darren because I've have had nothing but a good relationship with him (including my offering him $5K for a horse he had been asking 40K and I thought he was going to gag) doesn't mean I totally endorse him. Heck, I don't totally endorse ANY rider I've known over the almost 50 yrs with the sport. I've seen things from a few upper level eventers as well as a number of lower level eventers that I don't agree with, but I don't expect to agree wholeheartedly with every trainer and rider I've come in contact with. That's why you take the best you can from every trainer you work with and learn something in the process. Life is way too short to get bent out of shape over most things. JMHO

[Not So Practical Horse(WO)man]

I have only had positive experience with dover too. The shipping prices annoy me but the customer service people are great. I love how if its an ongoing problem the individual rep gives you her extension so you dont have to restart the story each time.

There was a mix up in shipping label last year. Ihad my stuff sent to my summer camp and they addressed it to another camper who had ordered from dover years ago and had it sent to her at the camp. Well she was at the camp again that year and opened my stuff.

Dover was very apologetic and was good about exchanging items from that order even though they had already been used by the little girl that opened my package and thought her mom had sent her a gift. hah!

[trubandloki]

Well Mary, then why ARE you posting on this???? :confused: You need to post on the negative Dover thread if you haven't already.



I vote she posted because people are complaining there are not enough people posting.

And if you read them, even in the complaining threads people are always posting 'oh really, I have never had a bad experience with <insert company here>'.

[Chenalie]

I've never ordered from Dover, but their online customer service was FABULOUS. They were quick, knew what they were talking about and FRIENDLY. (:

I'm ordering new tall boots this week so I'll see how that goes. :D