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Dover Saddlery

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  • Dover Saddlery

    I placed an order with Dover on Friday, February 5th. First, I received an e-mail thanking me for placing my first order with Dover. I have been ordering from them for about eleven years. So much for recognizing a loyal customer. Then, I received an e-mail last night informing me that my order had shipped. Why does it take 5+ days to stick an item (singular, it was ONE item) in a box and slap a sticker on it? In their defense, this is the first time I've ordered online. However, I ordered under the name and customer number that I've always used. I've never had this experience with them before. Just thought I would share/vent so I don't have to go back to studying for my immunology exam.

  • #2
    I've noticed that shipping in general takes longer for every on-line or phone order I've placed in the past few months. Horse or people stuff, same delay. Anywhere from a few days to a week before shipping the item, even if it's in stock.

    My guess is that companies have laid off people in their shipping departments, so the remaining people get to your order when they get to it. Saves the company money.


    • #3
      They have really been lacking in the customer service department lately. I ordered a pair of winter breeches around the beginning of January and when I received them, they were the wrong size. I sent them back (at my expense) and asked for an exchange. I have yet to receive them and it's been about 4 weeks. I emailed them yesterday and they are just now being picked and packed for shipping! By the time I get them, it'll be spring. What a joke!
      Yogurt - If you're so cultured, how come I never see you at the opera? Steven Colbert


      • #4
        I got the "thank you for your first order with Dover" e-mail too and had the same reaction! I've spent thousands of dollars with them over the last 15 years or so, how bout a thank you for that!


        • #5
          Originally posted by LEL View Post
          Why does it take 5+ days to stick an item (singular, it was ONE item) in a box and slap a sticker on it?
          if i understand, you placed your order Friday Feb 5th and it shipped Wednesday Feb 10th, so 3 business days later, right?

          That seems pretty good for an order to be processed and shipped in 3 days, especially from a company that receives hundreds of orders a day ... unless you expect people to work on Sundays.... just looking at things from another angle I guess...



          • #6
            Dover's shipping has always been on the slow side. I live half an hour from their warehouse and it still would take 5 days.

            SmartPak is much more efficient. If I place an order by 2 p.m., I have it the next day using standard shipping! A few times when I've needed something urgently (like Banamine) they've gotten it out to me even after the deadline.

            When I really need something from Dover and it's not in the store it's faster to ask the warehouse to bring it to the store and then pick it up!
            Equine Ink - My soapbox for equestrian writings & reviews.
            EquestrianHow2 - Operating instructions for your horse.


            • #7
              Might be because of the wide-spread bad weather. I know I haven't reccieved mail since Friday....


              • #8
                Yes, my first thought was that they have been closed due to weather, as well as whoever they use to ship was also closed in Delaware.


                • #9

                  You've been much luckier with SmartPak than I have. I really like them and will continue to use them, but I seldom get anything in less than 5 or 6 business days. I live in Ohio... so not too far out of the way. It's actually quite annoying, I have to figure whether I need an item that quickly... Dover is usually to me a lot less time.

                  Go figure!
                  I'm not really at the top of my game today. I'm not even exactly sure what game I'm supposed to be playing, in fact... or where it's being held...

                  My horse's antics iamboyfriend.com


                  • #10
                    Originally posted by Bif View Post

                    You've been much luckier with SmartPak than I have. I really like them and will continue to use them, but I seldom get anything in less than 5 or 6 business days. I live in Ohio... so not too far out of the way. It's actually quite annoying, I have to figure whether I need an item that quickly... Dover is usually to me a lot less time.

                    Go figure!
                    I've had the same experience, and it seems to 'hurt' more with SmartPak, as they're always promoting their excellent customer service and how quickly they ship in-stock items. Dover, you sort of expect it to take a while.

                    Last summer, I placed an order with SmartPak that included a new helmet. Was hoping to use the helmet for a riding test/workshop I was participating in. Helmet was in stock on the website, and everything on the site said it would ship next business day. Had it all calculated out so helmet should be here on time. One business day passed, no tracking number for my order. Another business day, no tracking number. Finally sent an email to to their customer service asking to get the tracking number. The response was, "Oh sorry, we had a back-up in our warehouse and your stuff hasn't shipped yet." WHAT?? And you didn't think maybe it would be a good idea to send an email, or at least put a note in the order status in my online account? I sent back an email to that effect, and the answer was, "Sorry for the inconvenience. Here's $10 off your next order." Okay, nice gesture, but really? I was more than a little peeved.

                    In regards to Dover, I really wish they would redo their website in order to make items more accessible, as well as making it a little more obvious what's in stock, and what's not. Seems like every time I place an order, I end up with at least one item that's out of stock...