• Welcome to the Chronicle Forums.
    Please complete your profile. The forums and the rest of www.chronofhorse.com has single sign-in, so your log in information for one will automatically work for the other. Disclaimer: The opinions expressed here are the views of the individual and do not necessarily reflect the views and opinions of The Chronicle of the Horse.

Announcement

Collapse

Forum rules and no-advertising policy

As a participant on this forum, it is your responsibility to know and follow our rules. Please read this message in its entirety.

Board Rules

1. You’re responsible for what you say.
As outlined in Section 230 of the Communications Decency Act, The Chronicle of the Horse and its affiliates, as well Jelsoft Enterprises Ltd., the developers of vBulletin, are not legally responsible for statements made in the forums.

This is a public forum viewed by a wide spectrum of people, so please be mindful of what you say and who might be reading it—details of personal disputes are likely better handled privately. While posters are legally responsible for their statements, the moderators may in their discretion remove or edit posts that violate these rules. Users have the ability to modify or delete their own messages after posting, but administrators generally will not delete posts, threads or accounts upon request.

Outright inflammatory, vulgar, harassing, malicious or otherwise inappropriate statements and criminal charges unsubstantiated by a reputable news source or legal documentation will not be tolerated and will be dealt with at the discretion of the moderators.

2. Conversations in horse-related forums should be horse-related.
The forums are a wonderful source of information and support for members of the horse community. While it’s understandably tempting to share information or search for input on other topics upon which members might have a similar level of knowledge, members must maintain the focus on horses.

3. Keep conversations productive, on topic and civil.
Discussion and disagreement are inevitable and encouraged; personal insults, diatribes and sniping comments are unproductive and unacceptable. Whether a subject is light-hearted or serious, keep posts focused on the current topic and of general interest to other participants of that thread. Utilize the private message feature or personal email where appropriate to address side topics or personal issues not related to the topic at large.

4. No advertising in the discussion forums.
Posts in the discussion forums directly or indirectly advertising horses, jobs, items or services for sale or wanted will be removed at the discretion of the moderators. Use of the private messaging feature or email addresses obtained through users’ profiles for unsolicited advertising is not permitted.

Company representatives may participate in discussions and answer questions about their products or services, or suggest their products on recent threads if they fulfill the criteria of a query. False "testimonials" provided by company affiliates posing as general consumers are not appropriate, and self-promotion of sales, ad campaigns, etc. through the discussion forums is not allowed.

Paid advertising is available on our classifieds site and through the purchase of banner ads. The tightly monitored Giveaways forum permits free listings of genuinely free horses and items available or wanted (on a limited basis). Items offered for trade are not allowed.

Advertising Policy Specifics
When in doubt of whether something you want to post constitutes advertising, please contact a moderator privately in advance for further clarification. Refer to the following points for general guidelines:

Horses – Only general discussion about the buying, leasing, selling and pricing of horses is permitted. If the post contains, or links to, the type of specific information typically found in a sales or wanted ad, and it’s related to a horse for sale, regardless of who’s selling it, it doesn’t belong in the discussion forums.

Stallions – Board members may ask for suggestions on breeding stallion recommendations. Stallion owners may reply to such queries by suggesting their own stallions, only if their horse fits the specific criteria of the original poster. Excessive promotion of a stallion by its owner or related parties is not permitted and will be addressed at the discretion of the moderators.

Services – Members may use the forums to ask for general recommendations of trainers, barns, shippers, farriers, etc., and other members may answer those requests by suggesting themselves or their company, if their services fulfill the specific criteria of the original post. Members may not solicit other members for business if it is not in response to a direct, genuine query.

Products – While members may ask for general opinions and suggestions on equipment, trailers, trucks, etc., they may not list the specific attributes for which they are in the market, as such posts serve as wanted ads.

Event Announcements – Members may post one notification of an upcoming event that may be of interest to fellow members, if the original poster does not benefit financially from the event. Such threads may not be “bumped” excessively. Premium members may post their own notices in the Event Announcements forum.

Charities/Rescues – Announcements for charitable or fundraising events can only be made for 501(c)(3) tax-exempt organizations. Special exceptions may be made, at the moderators’ discretion and direction, for board-related events or fundraising activities in extraordinary circumstances.

Occasional posts regarding horses available for adoption through IRS-registered horse rescue or placement programs are permitted in the appropriate forums, but these threads may be limited at the discretion of the moderators. Individuals may not advertise or make announcements for horses in need of rescue, placement or adoption unless the horse is available through a recognized rescue or placement agency or government-run entity or the thread fits the criteria for and is located in the Giveaways forum.

5. Do not post copyrighted photographs unless you have purchased that photo and have permission to do so.

6. Respect other members.
As members are often passionate about their beliefs and intentions can easily be misinterpreted in this type of environment, try to explore or resolve the inevitable disagreements that arise in the course of threads calmly and rationally.

If you see a post that you feel violates the rules of the board, please click the “alert” button (exclamation point inside of a triangle) in the bottom left corner of the post, which will alert ONLY the moderators to the post in question. They will then take whatever action, or no action, as deemed appropriate for the situation at their discretion. Do not air grievances regarding other posters or the moderators in the discussion forums.

Please be advised that adding another user to your “Ignore” list via your User Control Panel can be a useful tactic, which blocks posts and private messages by members whose commentary you’d rather avoid reading.

7. We have the right to reproduce statements made in the forums.
The Chronicle of the Horse may copy, quote, link to or otherwise reproduce posts, or portions of posts, in print or online for advertising or editorial purposes, if attributed to their original authors, and by posting in this forum, you hereby grant to The Chronicle of the Horse a perpetual, non-exclusive license under copyright and other rights, to do so.

8. We reserve the right to enforce and amend the rules.
The moderators may delete, edit, move or close any post or thread at any time, or refrain from doing any of the foregoing, in their discretion, and may suspend or revoke a user’s membership privileges at any time to maintain adherence to the rules and the general spirit of the forum. These rules may be amended at any time to address the current needs of the board.

Please see our full Terms of Service and Privacy Policy for more information.

Thanks for being a part of the COTH forums!

(Revised 1/26/16)
See more
See less

Dover finally made me mad Update: CS made it right at least

Collapse
X
  • Filter
  • Time
  • Show
Clear All
new posts

  • Dover finally made me mad Update: CS made it right at least

    So I have never had a problem shopping with Dover. I have their credit card for the cheaper shipping. All was good until now.

    I got an email from the person who bought my house FOUR years ago telling me a big box from Dover was delivered there. Somehow the heavy winter blanket I ordered went there!

    I called Dover and was told I input that address for my order. I told the CSR there was no way I input an address from four years ago. She disagreed and said on their records it was a new address I input for that order. I told her I used my Dover credit card which I didn't even have until after I moved. So there's no way it should have gone through with the old address as a billing address. She said that happens.

    I told this woman the old address must have been saved in their system somehow and they made a mistake and used it. She told me she would print it out to prove it to me because they don't keep any old records. I said I have ordered many things in the past few years and they have all come to my current address and if she checked she would see that. The CSR is adamant that Dover doesn't keep the info and she can't look that up.

    We get to what can be done about the package. Basically I am supposed to ask this stranger who bought my house to lug the blanket to the post office and mail it back to Dover. Um, what! No way do I feel comfortable asking someone to do this to fix Dover's mistake. I asked to have a prepaid label mailed to the homeowner and that the package be picked up and I was told that wasn't possible.

    So now I have to drive two hours to get the package because Dover insists I put this old address in for my order. I ask the woman to erase that address from their system and she says I can input your new address but you'll have to go in to your profile and erase the old address because there are a few in there!!!!

    Despite being told there was NO WAY Dover's system had made this mistake because my information isn't kept, all of the sudden I am being told I have a few addresses on file! Talk about contradicting yourself!!! Top it off with not even getting an apology for any of this and I am really irritated with Dover.

    PSA to anyone shopping with them - change your address in their system or who knows where your stuff will end up! I told the CSR she's lucky the people didn't just keep the $300 blanket and let me claim it went missing.
    Last edited by BestHorses; Dec. 2, 2011, 03:30 PM.

  • #2
    WTF??? Are you kidding me? That is beyond ridiculous! Call back and keep asking to speak to a supervisor until someone fixes it!
    Against My Better Judgement: A blog about my new FLF OTTB
    Do not buy a Volkswagen. I did and I regret it.
    VW sucks.

    Comment


    • #3


      Maybe that's what happened to 2 overnight orders I have placed with them that NEVER showed up! In both cases I had to call and say "Where is my package?!" Oh gee, we don't know. But we can reship if you want.

      Dover SUX. Period!

      Comment


      • #4
        Definitely call back and speak ONLY to a supervisor. And I would put a hold on the credit card charge as well, or refuse it entirely, until this matter is resolved.

        I have only had great service from Dover but something like this would make me stop using them entirely unless they resolved it quickly and politely.

        Comment


        • #5
          I'd just call back and say it was never delievered/never showed up to a new customer service rep.

          Comment


          • #6
            Unbelievable! Do you have some kind of consumer advocate in your area that you can contact to get this resolved in a rational way? I love watching stores and businesses backpedal on the six o'clock news after they have been contacted by such entities, questioning in public what some "customer service" person has told a client. I knew there was a really good reason why I quit buying from Dover.
            Mystic Owl Sporthorses
            www.mysticowlsporthorses.com

            Comment


            • #7
              I think I would try calling again and getting a different rep before I made the big drive. Hopefully you will get someone that is helpful.

              My one and only ongoing issue with Dover is that they have a note on my account to be "FedEx Only" -- this is because a couple years ago, I told them to never ever send anything via that DHL to post office shipping service that takes FOREVER to get to me. I swear my postal delivery person hordes my packages as once it hits the "out for delivery" stage of tracking, it can take over a week to get to me. So Dover put this note on my account, and now if I order and forget to note "do NOT send express, just regular ground," they ship Next Day FedEx and charge me the $$$$ for that! They've been good about taking the charge off when they've done this, but for some reason, that note is still on my account and I can't get them to remove or change it. I just have to head them off before they stick the $15 item in a FedEx pack and charge me $30 to ship it (oh, yes, that happened...)!

              Comment


              • #8
                I would protest the charge on my card as goods never received and be done with it. Just because their name is on the card, the card is not through Dover so the bank has to honor your protest.
                McDowell Racing Stables

                Home Away From Home

                Comment


                • #9
                  That's a pretty bad story about customer service. I'm surprised someone in management at Dover hasn't been notified about this thread so they can make things right.

                  I haven't bought from Dover since my last order took 2 months to arrive, for no explicable reason. Unless of course they were using the Pony Express...

                  I used to like ordering from Dover, but haven't after my last experience. I do enjoy looking through their catalog though.

                  The other thing I never understood is why they calculate shipping charges based on the dollar amount of the order, not the weight.
                  Proud owner of a Slaughter-Bound TB from a feedlot, and her surprise baby...!
                  http://i42.photobucket.com/albums/e350/Jen4USC/fave.jpg
                  http://i42.photobucket.com/albums/e3...SC/running.jpg

                  Comment


                  • #10
                    If you ordered online, you should have your emailed receipt that should show what ship to address is listed on your order.

                    Comment

                    • Original Poster

                      #11
                      It was so infuriating to be talking to someone who just kept telling me it was my fault and there was no way the address could be stuck in their system. I am hesitant to keep calling them but will probably try again after I clean stalls.

                      I wouldn't claim the package is lost since we know where it is. That's fraud I think Plus the person who received it would still have to return the package and it shouldn't be their problem!

                      Interestingly one of the first things the CSR asked me was how far away it was as if I should pick it up myself instead of bothering them.

                      From what she said it was FedEx shipping that converts to post office delivery? No matter how it got there it's wrong. I only got the credit card for the flat rate shipping since I always thought shipping rates were outrageous.

                      Comment


                      • #12
                        I never said claim it was lost, I said claim it was never received because it wasn't.
                        McDowell Racing Stables

                        Home Away From Home

                        Comment

                        • Original Poster

                          #13
                          Originally posted by ponysize View Post
                          If you ordered online, you should have your emailed receipt that should show what ship to address is listed on your order.
                          I only have the order status email without an address listed.

                          I really don't think I input a four year old address into the shipping and billing as Dover is insisting. Her first statement was that I had to put it in because it was a new address in the system and they don't keep address. But then she told me I had to go in my profile to delete the incorrect address because there were a few in there! That doesn't make sense.

                          The CSR also read me the phone number associated with the order (my old phone number) and I know I didn't input that since I almost didn't recognize it!!!

                          My other issue is that the billing address for that credit card should not go through if it's completely wrong - I never had this credit card when I lived there.

                          Comment

                          • Original Poster

                            #14
                            Originally posted by Laurierace View Post
                            I never said claim it was lost, I said claim it was never received because it wasn't.
                            Good point. Although wouldn't Dover just tell them I was going to pick it up myself?

                            Comment


                            • #15
                              Their "profile" is a joke anyway. On SmartPak I can see every order I've EVER made and I can see what I paid, what the item was, and to where it was shipped. From what I can tell on the Dover website, there is exactly ZERO that you can do/see on your "profile." It's total crap.

                              But I still have their credit card for the shipping price. Sigh... I feel so dirty because I gave into their stupid scam...

                              Comment


                              • #16
                                Originally posted by amastrike View Post
                                WTF??? Are you kidding me? That is beyond ridiculous! Call back and keep asking to speak to a supervisor until someone fixes it!
                                Yyyeeeaahhhh.

                                I agree with this.


                                No way no how would I be off that phone until they came up with some sort of solution that did not involve
                                1. me driving two hours or
                                2. me paying any extra money.
                                The Noodlehttp://tiny.cc/NGKmT&http://tiny.cc/gioSA
                                Jinxyhttp://tiny.cc/PIC798&http://tiny.cc/jinx364
                                Boy Wonderhttp://tiny.cc/G9290
                                The Hana is nuts! NUTS!!http://tinyurl.com/SOCRAZY

                                Comment

                                • Original Poster

                                  #17
                                  Originally posted by AmmyByNature View Post
                                  But I still have their credit card for the shipping price. Sigh... I feel so dirty because I gave into their stupid scam...
                                  Me too!

                                  Comment


                                  • #18
                                    I think Dover hires their CSRs from the DMV.
                                    You jump in the saddle,
                                    Hold onto the bridle!
                                    Jump in the line!
                                    ...Belefonte

                                    Comment


                                    • #19
                                      The claim that there is no way their system could flip the address you entered to one attached to your account in another way is most likely bogus. I work for an online retailer and I know there are occasionally blips on our systems. They are rare, but they still happen. The difference between our company is that we are lauded with EXCEPTIONAL customer satisfaction and jump on these issues immediately. The fact that they claim to not keep "old records" sounds really weird to me. Do they not have an extensive customer file like every other retailer of that size out there? Or was the CSR just making things up?

                                      And honestly, it shouldn't matter if you entered the wrong address or not. Customer service should be a top priority for any company, ESPECIALLY one with a "100% Satisfaction Guarantee." I interpret that to mean that I should be 100% satisfied with my entire transaction, not just the physical items I purchased. I have no tolerance for rude, no-can-do CSRs and I don't think any company should either.

                                      I don't think Dover is a terrible company in general, but I do think they could have higher quality CSRs. Some of the ones I've spoken to have been great, but I've spoken to others who have ranged from useless to down right rude (and have caused the company to lose my business...for large purchases like high-end saddles).

                                      I agree you should call back and demand to speak to a supervisor. I hope everything is resolved to your satisfaction. I hope Janet Nittman (I think that was her name--PR/Communications rep from Dover) is still around these boards and can help you out.
                                      "Last time I picked your feet, you broke my toe!"

                                      Comment


                                      • #20
                                        When my co-worker has problems with a customer service person, she says, "Let me talk to someone who makes more money than you." LOL!
                                        "Oh, sure, you may be able to take down one smurf, but mark my words: You bonk one smurf, you better be ready for a blue wave."---Bucky Katt

                                        Comment

                                        Working...
                                        X