Hay, Dover: SmartPak & Horseloverz listen...

[soloudinhere]

I don't order from dover anymore, but I haven't had brilliant customer service at the SmartPak store and would buy from them a lot more if they had a New Hampshire store so I didn't have to pay tax when I buy from them. I will often order from someplace else for high ticket items because I am peeved about the new Massachusetts sales tax rate.

[simc24]

I've never actually had a real problem with Dover, other than their shipping prices and methods being ridiculous. That being said, Smartpak goes so far out of their way to keep me happy that I have switched to them for everything just because I feel like they really appreciate my business and work hard for it.

I once had a leather Equi-fit pad overnighted to me by Smartpak, and it had a small nick in the leather. I needed it pretty quickly, so they paid to have it overnighted back to them, and then overnighted the new pad one more time on their dime. This whole process took less than 5 business days. I was so pleased with them for doing that. Not too mention their new bridles are such high quality for such a great price. I freakin love Smartpak!!!

[akor]

Dover's shipping prices remind me of my youth as they are so outdated. This day in age, it looks ridiculous to charge by order amount. And, I feel somewhat violated by it to be honest, as if they have me hostage if I want their stuff. But, it's one way publicly traded companies make $$ these days. Freight income would be hard to give up I suspect.

I try to avoid them whenever possible. I still look at the catalog, but by the time I factor in shipping I may as well go to smartpak (or VTO) and get it there. Might cost a bit more, but I know the service will be A++

I agree about the preferred shipping code, total BS.

[zakkandtoto]

I live chatted with Dover on either the 27th or 28th of May. Had questions about their Circuit Dressage saddle. The rep was very pleasant and told me that she'd pass along my questions to their saddle expert who'd contact me within 48 hours.

I never heard back from them.

[pintopiaffe]

Sooo...

When we voiced our wants/needs/issues with SmartPak and Horseloverz, they came, they read, they stepped up.

VTO has members who post here.

Heck, we even got LL Bean to cater to us horsey wimmen!

Who knows someone at Dover? I got a customer svc inquiry email about how satisfied I was with my order--before said order ever shipped... I will fwd this link.

[2horseowner]

Has anyone ever received any response from Dover about the sorry shipping rates, and overall apathy towards their customers?

[Absolut Equestrian]

Pinto Piaffe have you tried writing a letter to Dover? I agree that's not good customer service. They really need to look at what Smartpak is doing.

I did exactly that several months ago. Here is my letter, and Dover's response. I never heard another word, but the shipping refund did show up on my credit card:

Dear Dover,

It has been several years since I last placed an order with Dover. I was not
pleased with my last few ordering experiences, but have noticed your recent campaign for "100% satisfaction guaranteed" and decided to give Dover another try.

I found several items I wanted in a recent sale catalog, and it was a
struggle just to get the same prices listed in the catalog to appear on the
website. My order (Order# #####) was placed January 11, and is currently scheduled for delivery on January 27. I did not expect it to take so long for my order to arrive. Maybe I've just been spoiled by my recent
experiences ordering from other suppliers. Your shipping rates are at least twice as high as any other company I order from, and also seem to take more than twice as long to arrive. I regularly order from SmartPak Equine, and have never waited more than 4 days for a delivery...custom
engraving/embroidery included, and often the shipping is free.

I feel as though Dover Saddlery is simply not keeping up with the customer
service standards being set by others industry. Dover, you have lost me as a customer and this time it's for good.

Sincerely,
Absolut Equestrian.


Dover's Response:
Dear Absolut,

I do sincerely apologize for any inconveniences incurred with our company. At this time, I can offer to refund your shipping charges of $13.95 for your troubles.

To get the sale prices from the catalog, just enter the item number exactly as you see it in the catalog, into the "Order From Catalog" box in the upper left hand corner of the website and it will bring up the price as you see it in the catalog.
Our standard method of shipment is Fedex SmartPost, which is a division of Fedex that delivers to the local post office who then completes delivery to you. This method takes 4-6 business days. We do offer an expedited Fedex ground service for an additional $3.00, which is regular Fedex ground and takes 2-6 business days.

I do see that you ordered a monogrammed item, which does take about a week to be monogrammed and then shipped out. The order left on the 14th and is scheduled to arrive to you on the 27th, that is with in the normal shipping time frame. We stand behind our products well beyond regular manufacturer warrantees. So if you ever have a problem with a product we are just a phone call away. Also we do not charge any fees or have any deadlines for when you need to return a product.

I am very sorry you are not happy with the service you received at Dover Saddlery. I will be sure to pass your email along to the customer service manager. If there is anything you ever need please do not hesitate to contact us. Look for the refund on your next billing cycle.

Best regards,

Amy

[mg]

Heck, we even got LL Bean to cater to us horsey wimmen!

Haha, really? I missed that one. (fellow Mainer here )

[amastrike]

I mostly just use the Dover catalog to find things to buy from other places. The only time I'll buy from Dover is when they've got something on sale for an awesome price, or if it's something I need and absolutely cannot find elsewhere.

But for the most part... Dover sucks.

[redlight]

Just speculating, but do you think they drop ship their orders? They have a vast number of products in their catalog and I can't imagine the size of the warehouse they would need to stock it all. If they drop ship that would definitely slow the shipping process down.

[Jersey Fresh]

I love SP and will only shop at Dover when I can't find it anywhere else and only when I am in NJ visiting the fam. I can't stomach Dover's shipping costs. SP has the best CS-I emailed them recently because I found a bridle that they carry that I wanted to purchse for about $20 less with free shipping. I inquired if they would price match so I could buy from them. They said absolutely, so I ordered the bridle that day and had it in a few days. I also ordered engraved spurs around christmas and one came with a crooked engraving. I called, they sent me a new pair (expediated shipping too!) and told me the keep the other pair. I love that they follow up with CS inquiries and I love love love the barn buddies program!

I feel sort of neutral about dover. I have had more bad that good experiences in the past year and I fell like their product line is going down hill in quality. My last experience with Dover through mail order was ok but I paid $25+ in shipping for a $200 order. And it took 10 or so days to get! I bought the ciruit half pad and it was so big, it stuck 4" in front and in back of my 17" Beval saddle. And the open hind ankle boots? They are thrown in my tack trunk somewhere not being used because I can barely fit the velcro around my 16.1 TB's legs!

The biggest issue I have had to date with Dover has been with their NJ store. I stopped by this fall when I was visiting family and dropped off a saddle pad and collar to be mongramed. Paid for both, go the saddle pad in about 2 weeks. Collar was MIA. I called, they said it could take 4 weeks but they will check and call back. I called 3 or 4 times, same song and dance. Finally, I ask for the manager (its been about 6 weeks nows) and what do you know, they've lost my collar and lied straight through their teeth about that to me. Finally, they offer to replace the shirt but want to send a $30 RJ classics shirt to replace my $110 Essex shirt. I told them no, especially since I know Essex fit and what happens if they send an RJs and it does fit? So they finally tracked one down, embroidered the collar and mailed the shirt. All about 10+ weeks from when I originally dropped the collar off. I shop there when I am in NJ mostly for small stuff like saddle pads, fly spray etc, but only if I know what I want or if I know they wont have it but want free shipping to KY.

I will say, I had problems with a dover blanket and while the first CS agent I spoke to was a jerk (told me I could ship the defective blanket back to them at my own expense to determine if they will replace it), I did get an email from the CS manger after I posted on here asking if anyone had hte same problem. She sent me a new blanket and a return label for the other. She even told me to send back a fly mask my baby destroyed and they woudl replace it (which took two tries before they actually sent a fly mask). From now on, I will only go through her if I have issues and have no problem asking for her by name. I just wish they would be consistant with their CS and lower their shipping.

[pucky]

I ordered from Dover for the first time in years about a month ago, since I had a gift certificate, and I wanted a pair of their 'house brand' breeches for showing. I live in MA, so I figured I would get the order within a week, since Smartpak (love them!) orders always arrive the next day. Wrong. Order got lost, I had to email/chat with them 3 times to get it shipped, they sent it "Expedited Ground" FedEx which took 3 days (as opposed to plain old UPS ground, which is always overnight in-state), and when I received the order, it turned out that the white breeches that I needed for a show were back-ordered, even though their website said they were in stock and at no point during any of my conversations did anyone mention that those breeches were out of stock. I sent them an email asking them to send a call tag for the entire order and to refund all my money since I was disgusted with their customer service. They did send me a very prompt, apologetic email offering to send me a pair of loaner breeches free of charge until the original ones I ordered showed up. I took them up on their offer, only because I had ordered some different ones to try from Smartpak in the middle of all this (which showed up in 1 day!) that ended up not fitting right. I still have their loaners, haven't heard anything about the original ones...

While I was impressed with their attempt to rectify the situation, I'm pretty sure I'm not going to be ordering from them again any time soon.

[SFrost]

I mostly just use the Dover catalog to find things to buy from other places. The only time I'll buy from Dover is when they've got something on sale for an awesome price, or if it's something I need and absolutely cannot find elsewhere.

But for the most part... Dover sucks.

Me too. In fact, I just spent my entire weekend looking for a saddle that Dover carried at a great price just so I didn't have to order from Dover. While I did pay a bit more, it was well worth it.

The last two times I have ordered from Dover I have hated the product. (Tights and a vest.) They are still in my house with tags on simply because I know what an ordeal it will be to get them exchanged.

It amazes me that Dover does not listen to their customers. With competition from SmartPak and other online stores you would think they would.

I try to buy everything from SmartPak. Hands down they are my favorite.

[pintopiaffe]

I don't know about drop ship, but anyone *else* I order from specifies that right in the catalogue or online when I order.

The above post says the Fed-Ex ground they use takes 4-6 days. Try 11, and as I've said it's only TWO days for me for VTO or SmartPak, regular UPS ground.

It's got to be the processing. At least that's what appeared to take so long with my return. I know the package arrived in MA two days after I posted it. You don't even have to pay for Priority, because it goes straight from my PO to the major postal facility for the northern half of the state, onto a truck to MA, and is there two days later. Period. My parents have been mailing me stuff for 20 years. Two days. Period. Even packages.

<shrugs>

I think I will cut & paste my original post into the customer satisfaction email they sent me.

mg--Yeah, a couple years ago we were whining about lack of practical colours in women's clothing at LaLas. They have the silly bright colours, and then nice rich solids for MEN (the maroons, forest greens, browns) and we were whining about it... a CotHer's sister works high up in a position that has INFLUENCE, she was directed to the threat... and we have since been seeing many more options in 'wine' and 'mahogony' or 'Espresso', etc.

[Marshfield]

I don't order from Dover because the shipping costs are imho, excessive. I do get to shop there in person when I'm heading to visit family. Even on a Saturday, it's quiet. One of the sales ladies still knows me by name after the debacle of the custom boots that never fit right.

Smartpak is on the way to the In-laws. Much better bargain section, more helpful employees. And if they don't have it in the store, it gets shipped for free. And less than 5 days for custom items.

[Laurierace]

I don't want to scare anybody but I heard through the grapevine that Dover is in negotiations to buy Smartpak. It will be interesting to see if that goes through how it is handled. Will Smartpak dumb down to Dover standards or will Dover take a hint from their new company?

[Sansena]

I don't want to scare anybody but I heard through the grapevine that Dover is in negotiations to buy Smartpak. It will be interesting to see if that goes through how it is handled. Will Smartpak dumb down to Dover standards or will Dover take a hint from their new company?

Laurierace: Tell me about this grapevine of yours. I'm going on a google rampage now. This is *very* upsetting news.

[Laurierace]

I can't name my sources without causing problems so consider it an undocumented rumor at this point.

[Ghazzu]

I cringe at the thought of what Dover's pitiful shipping department will do to Smartpak's prescription division...horse will be dead or cured by the time the meds arrive.

I used to frequent the original Dover's when it was just owned by the Powers brothers.
Lovely place, strap goods to die for, great sales staff, good used saddle department, even a fantastic bulletin board.

[Ruth0552]

I live 20 minutes from Dover corporate and warehouse. You CANNOT pick up or drop off any order from the warehouse. You have to pay to have it shipped, and it will take you 20 times longer than it would have to just drive there and pick it up. I have a friend that lives not even a mile from it and it drives her crazy to have to wait and pay for shipping when it would take 2 seconds to go get it. It would've made sense for them to build a retail store off of the warehouse.

I do know a bunch of people who work or have worked at Dover. The general sense is that the managerial staff and Dover corporate could give 2 shits about their customer service staff, and I would imagine that contributes to the sometimes crappy customer service people get. The general impression I've gotten is the customer service reps do their best, but very often their hands are tied but something higher up.

I did recently have a very good experience with them replacing a pair of muck boots that did not hold up.

I wish SmartPak would have clearance like Dover does- though often I see items in Dover's sale catalouges listed at the typical retail price for Dover, but listed as "clearance."

There are 2 higher priced small tack shops within a stone's throw from Dover corporate, and by the time you tack on Dover's shipping it is usually the same to just go buy it locally, IF the local store has what you are looking for.