My husband bought me a new pair of Grand Prix paddock boots from Dover for Christmas (I placed the order). When I placed the order, I asked the customer service rep if the Grand Prix boots ran true to size. She assured me that they did, so I ordered my normal size. She also assured me that if they didn't fit I could return them to our local Dover store. The boots arrived and they were so small I couldn't get them on my feet. So, I took the boots in their original box along with the receipt to our local Dover Store to return them. The "local" Dover store is a good 45 minute drive from where I live. The store didn't have the boot in stock in my size, and the store manager informed me that I could return the boots for store credit (which I didn't want, since they didn't have the boot in my size), but that the store couldn't refund my husband's credit card for the purchase! She said that their retail stores are now considered a separate business from the catalog, so if I wanted a refund, I needed to ship the boots back to Dover in MA!
Really, what kind of crap is this? If the stores are considered "separate" business from the catalog sales, why could the store give me a store credit but no refund? Why did the customer service rep assure me that I could return the item to the store if they didn't fit? After this incident, I'll just shop my locally owned tack store. Their prices may be a bit higher, but at least they'll give me a refund!