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Dover Saddlery is so not customer friendly

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  • #21
    This is so timely because I had such an awesome experience with Smartpak a couple of days ago that I wanted to come sing their praises on here but figured we had enough of those threads. I have had so many bad experiences with Dover that I will never switch back.

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    • #22
      I have never ordered from Dover due to their outrageous shipping charges and negative things I have read here and elsewhere. I will second what's been said about SmartPak; they are wonderful. Low minimum free shipping, good prices, EXCELLENT service.
      I saw the angel in the marble and I set him free. - Michaelangelo

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      • #23
        Originally posted by chism View Post
        <snip by Grataan> I think their prices are competitive too. I just got the Smartpak catalog in the mail today, and many items are cheaper at Dover.
        Well, it depends on which page you're looking at. The last time I went to order from Dover, the item I wanted was on three different catalogue pages with three different prices and a different online price.
        Michael: Seems the people who burned me want me for a job.
        Sam: A job? Does it pay?
        Michael: Nah, it's more of a "we'll kill you if you don't do it" type of thing.
        Sam: Oh. I've never liked those.

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        • #24
          I never worry about price-matching, as I don't go around constantly comparing, and I find both Dover AND SmartPak rather pricey (usually go with State Line, Chicks, Poor Man's Equine when they're up and running-best customer service on an out-of-stock item EVER from them), but Dover's shipping system puts them LAST on my list. I get that shipping is not cheap and cannot always be FREE (even though I know it costs me business on ebay and Etsy I do NOT ship fully for free--not only is there postage, it costs me time, materials, and gas to ship), but their method of calculating it is woefully out of date and given the sort of merchandise they sell is warped. The post office and the private carriers go on weight and bulk--why does Dover charge more to ship a bit, however pricey, which fits in a small padded mailer, than a grooming kit that may be cheaper, but is going to take a large, awkward box?
          Author Page
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          • #25
            Originally posted by Grataan View Post
            Well, it depends on which page you're looking at. The last time I went to order from Dover, the item I wanted was on three different catalogue pages with three different prices and a different online price.
            That happens to me all the time. You have to try all the prefixes you can think of on your number to get the lowest price.

            See, Smartpak has us hooked on their supplements so we know we're going to order anyway every month or so and we just keep adding to our wish list until we hit that free shipping mark.

            Comment

            • #26
              Dover has some great prices and some really high quality "dover brand" items. However the shipping is always a killer for me and I won't order online from them unless I get a REALLY good deal. A Dover opened up a half hour from me though, and my in store experiences (all 2 of them) have been very pleasant.
              come what may

              Rest in peace great mare, 1987-2013

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              • #27
                I quit shopping at Dover several years ago because of the shipping charges. I feel the company is in denial and refuses to understand their customer. I also refuse to shop a catalog company who uses a variety of prices for the SAME ITEM on different pages and will not automatically give the customer their (Dover's) lowest price. For those of you who have a store within driving distance, enjoy that. But many of us are stuck ordering. There are FAR too many other companies who will price match, give free shipping, and offer excellent customer service.

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                • #28
                  Originally posted by PebblesNana View Post
                  I also refuse to shop a catalog company who uses a variety of prices for the SAME ITEM on different pages and will not automatically give the customer their (Dover's) lowest price.
                  This is one of my biggest issues with them.

                  When I type something into the search option on their web page I expect the items to show up with the current lowest available price for the item.
                  I should not have to have six catalogs in front of me, all with different prices.

                  If they want to offer special pricing to certain groups of customers send out discount coupon codes or such.

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                  • #29
                    I've never ordered from them online due to all the negative press here on COTH. I'm a Horseloverz, Chicks, Horse.com, Smartpak, etc. shopper.

                    But like others, I enjoy going to the Dover store. Very helpful staff, no one snobby, almost trip over themselves to help. Oh and their parking lot tent sales are DA BOMB!
                    <>< Sorrow Looks Back. Worry Looks Around. Faith Looks Up! -- Being negative only makes a difficult journey more difficult. You may be given a cactus, but you don't have to sit on it.

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                    • #30
                      speaking of high shipping costs... I was going to order a wall calendar from the Daily Racing Form. Price = $18.00. Shipping = $9.00.

                      Um, no. Just no.

                      Comment

                      • #31
                        Since Smartpak opened a store in my area a few years ago, that is where I go, even though the Dover store is closer to me. The people at the Dover store are so incredibly rude and snobby. They won't even look at you unless you're spending a couple thousand bucks. The people at Smartpak will spend half an hour with you while you're deciding what hoofpick to buy.
                        I realize that I'm generalizing here, but as is often the case when I generalize, I don't care. ~ Dave Barry

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                        • #32
                          Actually, I was just about to post about how great they're being to me! So 2 months ago I bought a Circuit from the (the Premier Special Eq), and love it...however whenever I clean it, TONS of dye seems to come off, and it's just been getting worse with each cleaning! I emailed CS and got a prompt reply that she talked to their saddle person who said it doesn't sound right and they were sending me out a prepaid shipping label to send it back so they can take a look.

                          I guess we'll see what happens when I get the saddle to them, but so far I've been pleased with their response!

                          (now to see if the poor UPS store is open today so I can get a box - my kitten claimed the box it came in, after I decided I was keeping the saddle after test riding it! Oops.)

                          Comment

                          • #33
                            WOW, That is a good way to lose Horse customers. Dumb on their part.
                            I will stick to BOB.

                            Comment

                            • #34
                              Originally posted by Grataan View Post
                              Well, it depends on which page you're looking at. The last time I went to order from Dover, the item I wanted was on three different catalogue pages with three different prices and a different online price.
                              Exactly! If you don"t have the code from the sale catalog with the lowest price you are going to end up paying more if you search for the product online. Ugh, I hate that! If it's on sale then give me the sale price. To have a catalog in front of me with a lower price than the internet page on my computer . . .makes me feel like they are trying to cheat me. God forbid I lose the catalog.

                              P.S. I shop SmartPak.
                              '10 Dolce Latte G - Thoroughbred Mare

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                              • #35
                                I've found customer service in our store a little "hit or miss". After sharing my saddle for over a year, DH and I realized we both needed a saddle. Breaking the tree on mine kind of sealed the deal. We went in with the intention of buying 2 saddles right then. Sales lady was very knowledgable and good, but kept flitting away to help somone who was in for a pair of cheap back-up boots. I got the impression they regularly dropped a lot of money there, but Crimony! We were buying 2 saddles!
                                "In the beginning, the universe was created. This made a lot of people angry and has widely been considered as a bad move." -Douglas Adams

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                                • #36
                                  Ordering from Dover is sometimes the easiest thing to do around here for what I think of as pretty basic things (big clipper blades, for example...why aren't those stocked??? they don't "go bad"!). The best tack shop is an hour and 45 minutes away.

                                  My recent order from Dover just never would show up and contacting them, I got a different story every time. FINALLY, the order shows up and part of it - the most important part - is missing. Now I'm having a mini-hissy fit. Called them and kindly explained the problem. Missing items arrived 2 day Fed Ex. At least I didn't have to pay shipping on those.

                                  I prefer to shop local but for some things...well, maybe SmartPac should be my new best friend...

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                                  • #37
                                    I don't like to get in on bitchfests about retailers (either shop there or don't, is my mantra)....but I've had a terrible experience at Dover too. I bought some Mountainhorse tall boots in the fall and wore them around the house as much as I could to try to break them in...they were SO uncomfortable in one ankle it was hard to walk. I wore them once to ride in late November, took a fall from the horse and didn't ride all winter. The following fall I went to wear them and realized it's not a breaking in problem, the boot has something wrong in one boot and not the other. I called Dover and the girl was SO rude to me. I told her I thought they had a guarantee and she snipped back, "I think asking to return an item a year later after they've been worn is pushing it".

                                    Another year later I still have the stupid boots - I have to keep them unzipped to walk around and I zip them up before I mount. I hate them. That was my last Dover purchase.

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                                    • #38
                                      Originally posted by hundredacres View Post
                                      I don't like to get in on bitchfests about retailers (either shop there or don't, is my mantra)....but I've had a terrible experience at Dover too. I bought some Mountainhorse tall boots in the fall and wore them around the house as much as I could to try to break them in...they were SO uncomfortable in one ankle it was hard to walk. I wore them once to ride in late November, took a fall from the horse and didn't ride all winter. The following fall I went to wear them and realized it's not a breaking in problem, the boot has something wrong in one boot and not the other. I called Dover and the girl was SO rude to me. I told her I thought they had a guarantee and she snipped back, "I think asking to return an item a year later after they've been worn is pushing it".

                                      Another year later I still have the stupid boots - I have to keep them unzipped to walk around and I zip them up before I mount. I hate them. That was my last Dover purchase.
                                      I have to reply to give Dover some credit, although it was seven years ago.
                                      I had a pair of Mountain horse Boots for 6 months, and while riding in a Ralph Hill clinic, one of the Zippers split open. I called them that day, and they sent me a new pair in 2 days, Fed x. No questions. Now to be fair it may have been a mountain horse policy, But what I did do a year later was go to my local leather shop and have metal zippers put in. I still ride in them for everyday use, and I adore them. It made all the difference. But that said, I have not bought anything from Dover in several years.

                                      Comment

                                      • #39
                                        I don't use them for online, but I just had the most friendly, helpful, pro customer service experience with them at the Chantilly store. I had bought a new Amigo heavy from Dover a few weeks ago, which my young horse promptly dismantled the first night. They not only took it back saying that the straps shouldn't have ripped that fast, but they let me replace it with a smaller size (for the older horse) and helped find something hopefully more indestructible for the youngster, including offering to ship to the store no charge if they didn't have something in stock. The whole thing was really as painless as buying blankets could be, and the store staff were super.

                                        I love SmartPak too, but I think the Dover in person experience can be pretty great.

                                        Comment

                                        • #40
                                          I'm surprised. I have only had good experiences with Dover. As for shipping, I have their credit card so my shipping rates are fixed at something like 5.99.

                                          Comment

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